Technicians in each Support groups
Dear, SDP Support Team I found a way to check what's the Support Groups of the technician they are associated. By clicking Admin->Support Groups->Select Group that I need to check then I will see Associated Technicians in each Support Groups. It's very useful for my audit stuff. But my problem is when I need to check all of Support Groups, I spend a long time to perform this task. Could you please create a query report that show all technician in each Support Groups. Thanks for helping me Best
Unable to Change Database from Mysql to MSSQL
I am wanting to update my ServiceDesk Installation from MySQL to MSSQL. I had completed the update to the most current build and performed a full backup of the database followed by running the change database script in the bin folder which successfully makes a connection to the SQL 2012 Server and creates the database along with the tables after the restart of the ServiceDesk Application. I then start the restore which is where problems start occuring. I run the restoredata.bat file and point
Custom Query for a New Custom Report
When creating a Query Report its obvious where the SQL goes and can be edited. What about a Custom Report. Am I able to create my own SQL statement to use as the groundwork for a custom report? I'd like to create a matrix report with data and grouping that is not available in the provided drop-downs. Thanks!
Software Query
Dear Support, How to query that shows Software Name ; "Microsoft Visio" WS Name WS Model/Type User Name Last Login Last Scan On IP Address Site Please Help. Thx & Rgd SRC034
Microsoft CRM and ServiceDesk Plus Integration
Hi All, We are planing to build an ITIL system and ServiceDesk Plus seems it will fits our requirements. But as you guess it can't support every functionality. For example we want to use Microsoft CRM to store customer list. So i am looking for an integration between Microsoft CRM and ServiceDesk Plus. But API seems very light; only create or updates tickets. Can we use API to query ServiceDesk Plus database or push data to ServiceDesk Plus? Any information will be help very much
Allow Privileged Manager to remove or update survey results
Use Case: Requester accidentally misreads the survey rankings and marks low when they meant to mark high or vice versa. After a conversation with the requester, a manager should be able to either remove or update the individual survey result.
Cant logon to Demo
Hi I am setting up a trial of ServiceDesk Plus I downloaded. I have installed the trial onto a 2008R2 server using the defaults, except for the port number which I changed to 8888. When i get the login page and I type in administrator and administrator for username and password, I just get incorrect username or password. They must be correct as this is the default install. Can someone tell me why. the firewall is off for the domain profile. What ports need to be opened? Any help would be
Need "notification to Group technicians" option for closed requests.
Currently when a request is closed, the only Technician Notification option is to notify a specific list of techs. It would be better to have the option where all techs within a Support Group are notified when a request in their group is closed. For example, if the Network support group receives a request and one of their technicians closes it, the techs in this group would all be notified that the request is closed. Other support groups would see nothing, as they do not work with those tickets anyhow.
Restored database and now Helpdesk hangs on startup
Hi We had an issue with a server and had to reinstall Servicedesk plus. We have installed servicedesk, which worked fine. Logged in as default login, re-added the license and then logged out and shutdown servicedesk. We then ran the restoredata.bat, which seemed to restore ok. Now when we try and restart it, it hangs on the splash screen after getting about 90 of the way through and if I go into startout.log in the bin folder, it keeps coming up with requestScheme is http every 3 secs. Any ideas
Facing two issue in service desk plus version 8.1.0 Build 8107
Problem 1: I am unable to take schedule backup since a month i just notice today that backup is not created ... As it was working fine earlier. Problem 2: My resolved request not automatically closed after 2 days as it was closed earlier after 2 days. waiting for your reply. Regards MAJ
ServiceDesk Plus - Assets Permissions
Hi, We are currently going through a transition of auditing all of our assets within the business and moving them from our own in-house asset tracker system to the assets feature in ServiceDesk Plus and have encountered one problem; I have SDAdmin permissions on my account, and when i look at the assets currently entered into ServiceDesk Plus, it provides me with the name of the asset which i can click on and edit. I'd like everybody in my team to be able to do this without assigning them full
How to remove the service field in service catalog
Hello, We are using servicedesk plus 8.2. In Admin->Service Catalog->Email to test the ADD NEW FIELD,i added one field named as 1. I was able to remove from the service preview(Right side) but the field 1 appearing in the service fields(left side) of form designer. Is there any way to remove that field 1 from the service Fields permanently? Regards, Rajeshkumar Srinivasan.
User DOMAIN for Service Desk Plus API
I am using the Servlet approach to adding a new request into Service Desk Plus. Here is my string: https://assist.optimation.co.nz/servlets/RequestServlet?operation=AddRequest&username=username&logonDomainName=ONZ&password=password&requester=TestName&subject=TestSubject I am getting the following error: FailurePlease specify the DOMAIN to which the user belongs to What is this error reffering to, and where can I get the value of the DOMAIN?
SDP Import EmployeeID from AD
Hello to all, is it possible to import EmployeeID from AD automatically? At this time, we use a CSV file to import in SDP 7.6 but I know that in SDP 8.0 is possible to import additional fields from AD. EmployeeID is a SDP application field and I dont see any way to import like Title, email, etc. Thanks in advance.
Manager Notifications - Service Desk Plus
Hi, this might be a stupid question but does anyone know if it is possible to configure a notification to be sent to department/site managers on creation of a new ticket? We have several managers who are very "hands-on" and like to keep tabs on tickets when they are raised. I can see how we can notify technicians using business rules, but no way to do this for requestors...
Configure external access!
I wonder what should I do so that applicants from outside of my network possão ultilizar aa web interface from other locations
CC not provided - Error when reply on "Your request has been logged with request id...."
Hi, there seems to be a bug in the latest version when answering via email to a ticket lodgement confirmation. The system adds in the CC field "not provided" and you have to manually delete it to be able to response to a ticket. Steps to reproduce this error: 1) Send a email to the "Service Desk Email Address" e.g. support@yourdomain.com 2) Wait for the confirmation mail "Your request has been logged with request id #1234" 3) Reply to the confirmation mail of above and send it 4) Login to the the
retrieve user password
How a user can retrieve the password to access the call?
Scheduler: "Move requests to unassigned state" not working
In Scheduler, Technicial can set Backup Technician assignment rule for upcoming requests during his Leave. However, the "Move requests to unassigned state." doen't stick. You can set it, hit Save and get a Process completed succesfully -message, but the value doesn't actually get set and remains in the original setting if viewed again. Regards lakend
Rest Api issue GET_REQUESTS
Hi, Could you send me examples of how to refine the search by using the "GET_REQUESTS" operation? as would be the XML with the following filters: Open_User, Pending_Approval. I used: <Operation> <details> <from> 0 </ from> <Limit> 50 </ limit> <filterby> <Open_User> API </ Open_User> </ filterby> </ Details> </ Operation>
Cannot delete a category
I am attempting to delete a category but receive the following error message when I do: Category is being used by a module. Hence cannot delete it from database. But it has been marked for no further usage.
Multi Domain Support authorization
Give an example of setting subj I configured ldap connection domain1 and domain2 and imported user accounts I could not configure authorization from both domains work authorization only one domain host os centos 6.4 SD + 8.2.0 Build 8217
Device Serial Numbes missing
Hi, We are trying to add Brocade FCX switches to our IT Assets, but after the scan/discovery a lot of information is missing, mainly the serial number of the device which is the most important field. Is there a way to fix it, i know the OID for it, can we add that OID to ServiceDesk to get this info? TIA ~Mani
Automating Document Requests in ServiceDesk Plus
This customer request had me scratching my head for a bit but I suggested the following approach to help solve it. This particular client is constantly being asked by users for details of how to locate key company documents, such as the latest terms and conditions for example. As they were the person 'in the know' they were constantly being bugged to provide the information (yes I'm afraid users can't be bothered to look back over their email queue - shocking!). As a result the client was looking
How to dump a report of the Solutions.
Hi, I'm looking for a way to dump the solutions to a csv or xls file. I do not see a way to do that in ServiceDesk. What is the best way to get the data from the Solutions module? Thanks, Mark
Implementing SSO without using the script to create an AD Computer Account
Hi, We are in the process of implementing ManageEngine Service Desk Plus in our organization. Our company is part of a group and our Active Directory is managed by our Corporate IT. We have sent them the script provided to us by our local supplier that we are supposed to execute on our AD to enable SSO for ServiceDesk plus. Unfortunately, our Corporate Windows Admin and our Security team does not allow executing any script on our AD. With this, we wanted to find out if there is another way
Default Administrator password not working after initial install
Hi, We have just installed ServiceDesk Plus to try but the initial password stated on the site (username: administrator, password: administrator) is not working. We get the error "Username or Password is Incorrect". This is a fresh install on Server 2008 R2 and we have not set up any passwords during install. The same is also true for the guest account (username: guest, password: guest). I've search the forum but have only found details on how to reset the password from SQL database. Is there someone
Mail fetching email command
The E-mail Command is not working. Every email is being fetched, but i only want " E-mail Subject contains" "@test@" but that doesn't work, am i doing something wrong?
Business rule to reply to requester
My Help Desk is having a problem with after-hour support. We have on-call for phones, but not emails to the Help Desk. I am trying to set up a customized reply email to the users if they email the Help Desk outside of normal business hours. I am very close to this through the business rules, however the email templates only can go to the technician, not the user. We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
can't scan ESXi 5.5 host
Hi there, SDP Version: 8.2.0 Build 8215 As the subject says. I've confirmed that the ESXi server can be accessed via SSH (port 22). It's also accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created 2 credentials, same username/password but different protocol: Telnet/SSH VMware Upon scanning the server via Workstation Scan, the following error shows up when using both credential were used (device type set as VMware and then Linux, Mac,
Can't delete sites, greyed out. Removed from all possible modules
I've removed it from everywhere mentioned on the forums but I can't get rid of 3 of the sites that were imported via CSV. I went through each of the following as was mentioned in another thread -- Site is associated to different modules like Assets,requests,technician,requester,templates,PM tasks and Support groups etc. When trying to delete the Site you will asked to move these set to a different site. However the Requests and tasks which was already created in the Site will still be referring to
Scheduled import?
Is there any way to schedule import of users in SDP? I have a script which exports account from AD and "patches" some fields for my own needs. I do not want manually import (with setting all the mappings) requesters from "patched" .csv after registering every new user account and running my script.I need SDP to lookup in specified folder once a day and import .csv from here. All the columns in my csv are named according filed names in "Customize mappings" interface.
Customize description box in incident request
Dear Forum, Is there a way to customize the description box in the incident forums. For example adding checklists or drop-down lists to ease the description of tickets. any ideas would be greatly appreciated.
ServiceDesk Email Commands: setting a date/time request field
Hi im trying to set custom fields as i open ticket via Email Commands. It works but i don't know which format should i use for date/time fields. I tried both of these with no results: 29 Jan 2014, 16:29:00 Jan 29, 2014 12:53:21 PM What is the right format to be used? Thank you
Automatic calculated "Work Log"
Hi support, I just wondering, can work log automatically filled (in field "Time taken to Resolved")? Maybe calculated from start time (when assign to technician) until request is resolved. Thank you. Ali
Editing the Self Service Portal
Is there a way to have the self service portal land on the "Requests" page? There are actually a few changes I'd like to make but I'm not sure how to go about it. I'd like to do the following for the SSP: Remove the right side banner regarding how to use the portal Point the "Submit a Request" link on the Home tab to the Requests screen. I want my users to use the New Request button to submit a ticket rather than using the service categories Show a list of pending tickets on the home screen (is this
Same field name in Incident & Service Catalog when running reports
We're trying to run reports on "All Requests" which includes Incidents and Service Catalog items. Both templates have user-defined fields with identical names (i.e, planned completion date) but when we run reports, the fields are often empty when they clearly contain content within the request. Is it possible to have identical field names in both and still run reports?
No users Listed after a Restore
Hi, After doing a restore, using the initial backup created by SD+, i've lost the default administrator, the only one i had. I've run the query to identify the active users and none is listed, it's possible to create an user with a query? I'm using MSSQL with build 8216. Regards.
BackupData
Hi, I've been making some backups and today for the first time got some errors and backup was not successful, size of backup is 0Kb! Changes applied today before backup: - Mail server Config - Enable Fetching - Add some notification Rules - Created some requests to test notifications (Success) - Deleted all requests created for testing purposes After this i decided to do a full backup and got some errors: Command prompt output: C:\ManageEngine\ServiceDesk\bin>backUpData.bat
Configuring email tickets
HI, Besides configruing the email server settings in SDP do i need to any configuration with my Exchange 2003 server? It seems like SDP will not fetch emails. I want to implement a system where our users can submit an email and create a ticket to the helpdesk. I have set the SDP mail server settings to fetch email every 1 minute, and i can send emails fine, and reply to them too, but when i try to send email to helpdesk@domain.com SDP will not create a ticket.
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