AD Requestor Field imports
How can one import the manager field from AD when doing an import for requestors. Already created UDF but does not seem to popuate after import.
Different SLA\features between Tech groups.
We've implementing SDP in our company, and by now we've connected requesters and IT support stuff, next to them - internet provider support. The next step is to connect to SDP departments of our company, such as: - engineering department - technical team - security department As they will be working with SDP that using IT support, we've need such features, like as: - Category visible upon group rights - SLA for different groups of technicians (tech departments) - Reports based on group rights Can
Performance issues with all our Servidesk plus environments
We are having intermettinent issues with performance on Servicedesk plus that started Friday, I took a look at the log file and im not sure what can be causing the issue. We tries restarting services and even the server itself.
What happens to tickets when requester is deleted?
Hello, If I delete a requester, what happens to tickets that requester has raised? Will SDP still keep a record of all raised tickets and conversations with the requester? Thanks.
how to renew our SSL certificate?
as the subject says. we have 3 certificates from GoDaddy, one bundled, one intermediate, and the other one is the SSL cert. certificate is of SHA-2 type. How to renew the existing one? I followed this link on step #3 but complaining that I already have the alias. so I run this command: keytool -delete -alias root -keystore sdp.keystore ~I've ran the command for each of the alias created after that, I re-add the alias pointing to the new certificate files (pointing to the bundled cert, then the actual
What is scanned ona Windows domain scan, and can it be configured?
I have scanning set up daily and sometimes I get something like 5-6000 hardware changes reported for a 7 day period, for perhaps 60 machines that do not get a lot of hardware changed on them. How can I filter out or configure to ignore some or all changes that SDP says it sees in each scan?
ServiceDeskPlus: OpManager & ServiceDesk integration with condition?
Hi, I have a new site using all ManageEngine solution with OpManager, AppManager, ServiceDesk & Desktop Central... Currently found there is integration for OpManager alert to ServiceDesk for ticket creation, but found something is not right, as ServiceDesk will pick up whatever email and create as ticket, which created some false tickets... How to configure ServiceDesk to create ticket based on certain condition? Eg. create for valid registered devices only and etc... I need some expert advise on
customize closing page
hello i need to customize the closing page that is used by the requester to close a request, so how can i do it?
user addition
hello i want to disable the option to create user from the SDP web form , so the requester/technician should provide the correct name to create a request i've disabled the option "allow dynamic user addition....." in self-service portal option
Delete Support Group
Hi, When I try to delete a Support Group a message appear saying 'Groups Cannot Be Deleted'. The group has no SLAs, no Business Rules, no Departments and only one user defined. I cannot remove the user as it won't save without a technican in the list. Please advise how I can delete this Support Group. Regards, Jonathan
Icon in the Service Catalog
How can I change an icon that already in the Service Catalog?
receiving the following error when trying to remote control most of our workstations
We are receiving the following error when trying to remote control most of our workstations. FAILURE :General failure while performing the operation.
How to: talk with requester via email through servicedesk
I've got a service provider - internet. They have an account in my SD, but they don't what to talk with requester in SD. It'll be good to answer there're questions over email. But if they answer an email that comes from SD, there's mail goes to SD and LOCKS (email added to conversation with LOCK) and no notification is send to a requester. How to have an option to answer on request over email?
SharePoint Integration
Is there any SharePoint integration for Service Desk 8.2.0 Build 8200. Are there any API's available. We use SP 2010.
change asset department
hello i cancelled a certain department and i want to change this information in all assets related to this department without having to do it one by one, any suggestions?
SDP traps to HP Openview
Hi, I'm looking any way to send traps from SDP to HP Openview wihtout OPManager. Could I integrate SDP to HPOPENVIEW without using OP Manager? Thanks, Silvia
survey levels
hello when i added a satisfaction level in the survey all the previous scores were decreased , how can i solve this issue?
Send reminder 15 minutes before the scheduled start time of a change
Hi, I was wondering if it was possible to configure ServiceDesk to automatically send a reminder email to technicians 15 minutes prior to the start date/time on a change. I know this can manually be done on each change, but I am wondering if there is a way to make this the standard behavior? Thanks, Jamie
Import additional fields from AD
I noticed in Service Desk 8.0 Build 8004 a new feature is to allow additional fields to be imported from Active Directory. I cannot seem to find any documentation on how to do this though. I would like to import the Office field in the General tab of AD. So under import from Active Directory screen I have the follow, but it doesn’t seem to take. Any suggestions? Thanks! Joe Select UDF for import Computer Name
Import user from Active directory
Hi, it's possible import user from 3 different active directory in Service desk? Tks Matteo
hot to assign skillful hours per technician
The helpdesk has the Capability to assign skillful hours per technician? How can i do that? Thanks.
Notification of SLA violation before it occurs
Notify technicians at a pre-configured interval before the SLA is violated.
Color Palette Not Working
What am I doing wrong. I have set the color palette for various "Status" yet it does not show up under the requests tab. The status is all the same regardless of status category/type. Why have color palette if it's not going to give you that color view at a glance capability. Help - would like to have on-hold show as different color as open. Thanks so much Jackie
import assets
hello is there a way to import assets all at once without having to import each type on its own, and the type will be assigned in the csv file
ASSET FILTERING BY SITE ON REQUEST TEMPLATES
Hello, the asset combo on request template is not filtering by the site associated to the requester. The requester can see all the assets on the CMDB and all the sites. SERVICE DESK PLUS ENTERPRISE versión: 8.2.0 Build 8212
Scheduler/Support Group/Backup Tech.
I like the backup tech option in the Scheduler but I'm wondering if this is possible: We have techs that are in multiple support groups. I'd like to have the option of selecting a backup technician based on the support group instead of a global backup tech. Eric
SDP 9.0 installation
hello i installed the version but it wont start , it's stuck on "application layer started" what can be the problem? i'm using the PostgreSQL
Confused - Recommend vs Approve Change
Hi, I'm slightly confused by how the Change approval process works in ServiceDesk. Example, I add a CAB member and 'send for recommendation'. At which point this technician approves the change and I get an email saying 'Approved by .....' Then when I look at the change it shows the CAB member recommended the change but it hasn't been officially 'approved'. Instead it would appear this CAB member has to log into ServiceDesk and manually approve the change twice. Can anyone clarify how the Change
ServiceDesk 8.1 doesn't send any Technician Notifications .
Hi, our ServiceDesk doesn't send any Technician Notifications email . Here is a part of serverout.txt log with the error: [16:20:20:410]|[01-22-2013]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[21]|: Exception while trying to send notification for the request.|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1405) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:897)
Add feild to Available Columns in custom Report
Hi. In the reports tab, how to add more columns in the "Available Columns"?
how to change the text displayed on the Approval link
Hi, We need to change the text displayed on the email (instead of the full URL) for approve requests...Is this possible? Thanks.
Backup settings
Hi, I want to backup my settings to transfer them to another server. Is this supported, or can I backup data only? cheers, Hans
Upgrade from 8.0.0 build 8017
Hello, We're running ServiceDesk Plus 8.0.0 Build 8017 and wish to upgrade to 8.2 Build 8214 (the latest at the time of writing). Could someone advise on the upgrade path needed? I understand it has to be incremental but am unsure of the correct procedure. Thanks.
Reply Template
Hi, is it possible to add an attachment to Reply Template ?
API for requests
Can you make an option, when request is created, SD by itself is going to ip:port (server #1) and transfer request details. Can it be solved?
Change Management Workflow Approval
Dear Dev Guys, I would like to know wich version of SDPlus has the change management workflow approval? I woudl like to buy, but first i need to know if it handles it. A change need be approved only when all of the cab members approve the change. Thank you Danilo
Bulk Upload of Solutions
hi..we recently moved to ManageEngine SDP. We want to migrate the tickets and resolutions from our old helpdesk system into SDP as solutions. is there a quick way to do a bulk upload, or import into solutions? please suggest. -Ashish
Can we add the other requester information into the "Requester Detail" section in request form?
Dear Support, I've got the question from my customer while customizing the incident/request template about they need more requester information which defined in SDP such as "Employee ID" or other additional fields such as the unit that requester affiliated with i.e. "Division","Section" or even the "Nickname" Can I add these data in the "Requester Detail" section of the incident / request template? and How to do so? Best Regards, Narin Chaipredanan
Importing Closed date not working
Hi guys, I've got an issue where Im trying to import closed tickets from our old ticketing system, however the ticket closed date is being updated as the date/time of the import, indicating to me there is a problem with that date field. This is an example of the field: 04 Sep 2012, 00:00:00 can anyone see any issues with it?
Installation Notes for MSSQL 2008 for Servicedesk plus
Hi there, does anyone have any (in depth) notes regarding the installation of MS SQL 2008 for use with SD+? I have tried this a few times on a VM, but when I come to run changeDBserver, it doesn't accept the password. I have used the local administrator account for every SQL instance. I'm not too hot on SQL... and previously when I have installed it on my personal machine to test it's worked without having to install SQL. Are the newer versions different? Any help would be great Cheers
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