problem privacy
hello i created multiple support groups in SD+ and it provided the privacy i need for requests, but technician can still access problems and changes from other support groups, so how can i prevent this from happening
Reporting To field clearing after AD import
Hello, We are seeing an issue where we had to manually add each user's manager to the "Reporting To" field as there doesn't seem to be a way to import this. The issue is that when AD auto updates the field gets cleared. Is there any way to auto populate this field or prevent it from getting cleared when the AD updates?
contract invoice
hello how can i add an invoice of the contracts i made, like internet service for example, so that it can be showed in reporting thank you
Report: Open Tasks on Active Projects
Anyway to link not just the Projuct ID and name but also the Project STATUS, so I can run a report of open tasks relevant to projects in a certain set of Status' (such as OPEN vs. Scheduled)?
How to link Purchase module details with CMDB module thru machine serial/tag numbers?
Dears, I would like to link my purchase module details with CMDB module which is very helpful to us and less time consuming to update. I am hoping to do the same thru machine serial/tag numbers which is automatically detected by the CMDB, I just don't know where to include the same in my Purchase module so that CMDB module will capture the details and publish the information automatically. Many thanks, Dawood E.A.
Adding services in a Service Category under "Service catalog" does not display added services.
Hi, I have noticed a strange problem. Here is my situation. Installation Details: Service Desk Plus - Enterprise edition Location in : DMZ OS : Windows 2012 R2 STD.(Virtual Machine) Backend - SQL Server 2008 R2 Location : Behind Firewall Log into ServiceDesk Plus (Enterprise edition) as admin Add a "Service' under the "Service Category" in "Service Catalog". Make appropriate changes and save. Go back into Service catalog the newly added Service is not listed. Logout Login as a local admin (not
Original Email styling stripped
Hello, When we receive emails into our helpdesk system, it looks like it strips all styling that was on the original email. This is especially noticable when someone submits an infopath form that has check boxes, radio button, and a people picker field. The buttons become symbols, as do the check boxes. The people picker result is completely stripped out and added as an attachment. I was wondering if there's some backend option that we can enable to keep all original styling so this problem doesn't
Auto printing an incident with certain category or text.
I don't think it is possible right now. Alternative solutions suggestions is also appreciated. Case: Some incident with an specific category (business rules?), should also be printed to a printer when created. (a installed printer on the server). This would work as an active worksheet printing for tasks that 3 party should perform. In our case laying a network cable at a specific location (example our halls), so that the network staff can perform the configuration afterwards. The people laying the
purchases and contracts
Hello I have some vendors that provides some services like installation and cleaning so how can I document it in SDP, cause purchase order and contracts it deals with assets and this is not an asset Any suggestions ? Thank you
Problem on Request workflow
Dear Support Team, I have tested setting workflow on the service request template by check the checkbox "Do not assign technician before Service Request is approved." as you see the picture below: When I create new service request using this template, I can assign technician before this request is approved as in the following picture Please help solving this problem Regards, Narin Chaipredanan
Help for users
I'd like to suggest that admins be given the ability to provide help pages to their users for each service or incident template they provide. These pages should be customisable to be specific for each separate form and should be selectable either by a prominent help button or by clicking a tab. The help text could be displayed below the form as is done in the admin wizard pages. Users should have the ability to turn off the help pages if they so desire.
Change Templates
How soon can we expect to see "Change Templates" released?
Not-Auth for assigned to on dashboard
when the requester click on request dashboard, the column assigned to is showing not-auth. but admin can see the assigned tech. where do i allowed it ? my Version : 8.2.0 Build 8203 thank you for any help. good weekend.
how to add each user's manager
Hello, We're trying to find a way to import each user's manager into ServiceDesk Plus. We will need manager approval to process the user request/issue. Is there a way to do this?
Change list view - "Change Type" field strange display behaviour
Hello. I am experiencing a strange problem in the change list view with the "Change Type" field: I have a Change Type that is called "Risoluzione Problema RIlevante" appears repeated twice (once truncated) in the list view. SDP 8212 Enterprise+MySQL. See picture in attachment. Thank you. Federico.
Service Desk Plus no starting
Hi I have this issue. When I try start the Service Desk Server, I am obtaining this error: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru n.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerIm
change
hi, i'm using sdp professional edition and I don't khnow how to manage a change(IMAC) can you help me? thanks
Error Scan the network in 8213
Hi, After upgrading from 8212 to 8213 by clicking Admin -> "Network Scans" page is displayed incorrectly. The problem relates to IE, Chrome, Firefox. Chrome & Firefox IE
E-mail notification about Due by date
How to modify e-mail notification about Due by date what's accepted by my superior...?, in Notification Rules I cannot find its topic about that. Thank's
Asset Scanning Problem
Dear Team I am using Service Desk Professional and have problem in scanning some of the machines at location . Machine ip is pinging from Service Desk Server / Machine c$ is accessible Machine file sharing is on Firewall and antivirus is off in the machine can you help us in diagnosing the problem . Regards Manish
Microsoft Windows Server 2003 vs 2003 R2
I have noticed that when I scan servers in as assets, the system is not distinguishing between Server 2003 and Server 2003R2. Is there a way to correct this?
Deleting issues - Assets
We have 6 assets that we can't manually delete in the Assets module of ServiceDesk Plus. This is the error message: FAILURE :Exception while processing the request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. How can I delete my assets?
Creating Signed Forms/Contracts within Service Desk?
I am still getting used to SD, so if this feature is already available, I apologize. In our business, when we deliver new equipment to an end-user, we have them sign a piece of paper stating which piece of equipment they're getting (i.e. laptop, WWAN card, etc.) and scan that paper into a NAS location. Is it possible to do something like this within SD? We are about to start delivering several new Win7 64-bit machines to users, and it would be awesome if we could somehow email them the info from
ServiceDesk Plus never start
Hello, I install the ServiceDesk Plus but it never start, I run the run.bat command and it said that everything was good and that the address was localhost:8080 but it did not work, I change the port and restart everything but it also did not work. Any recommendation on what to look for? I,m using it default database.
Work log should considered working hours
The time taken to resolve should consider the daily working hours within calculation. for example : our defined working are from 8:00 am to 4:00 pm, so the time taken should calculate only 16 hours instead of 32.
restore failure to v 8026 "Duplicate entry"
I am trying to rebuild my Managenegine Server after upgrades caused it to go intoa fit of restarting. I have backups of the database and have frashly installed v. 8026 (teh version it was last working on) I get this errir when trying to restore the data: How do I get oast this and force it to complete the restore? __________________________________________________________________________________________ Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Custom Status
we have a handfull of custom statuses we use, however they don't show up on the dashboard currrently and are often forgotten about. we have to run a custom report to really see the true picture of outstanding tickets. Is there a way to put the custom statuses on the dashboard or have them show up under the on hold collumn? Thanks
Report on number(count) of assinged requests to each technician for a purticular day/period
Hi Is it possible to extract the above report. In our process we have a coordinator who picks all request and then assign to technicians. This report could help us prepare the report for technician workload Thanks
Failure: login with same name already exists
Hi I'm trying to create a new Technician but keep getting the error: Failure: login with same name already exists. Please provide different value for login name I've check the list of Technicians and Requesters, and cannot find the login name used in any location. It is possible that I previously setup this user as a Technician and then deleted them. I've done some SQL queries of aaaLogin and aaaUser but cannot find the login name anyway. However, I did find this person in the aaaUser with
Restricted technicians can see all tickets
I may have found a security bug. 1. I have all tickets in the 'Not associated to any site' (I don't use sites). 2. ServiceDesk is deployed for our entire IT department (Help Desk, Dev support, Web Services, etc). Techs are placed in each of these groups. 3. If I create a requester, and promote him to a technician, he can see all tickets in all groups even though his only role is SDGuest and he is not associated to any groups. If the only role is SDGuest, should that not restrict the access to
Deleting manufacturer list
Is it possible to delete from the manufacturer list? also it is possible to reset the database before we go live? We have been testing for a few weeks and I want to clear all the data without clearing the configuration. thanks
Periodic email reminders/updates
Hello, I am wondering if there is any way using SD+ to create an automated function with the following specifications: I would like to configure SD+ to automatically email technicians and/or requesters periodically after a fixed period of time, based on priority level, for any tickets with the Open status. For example: Any ticket that has the status "Open" and is has a Priority of "Priority One" will generate and send an email to the assigned technician & requester every 2 hours until the ticket's
Queries on postgresql-creation
Can you share knowledge :) What program do you use to create queries in PostgreSQL? Regards
Clearing of a field "ActualEndTime" in re-opened tasks (and other documents)
When the documents was re-opened "actualendtime" field was not cleared either automatically or manually .. Because of this nuance having a problem in reporting.
CC field not working in Android mobile ServiceDesk Plus
I just upgraded SDP to 8212 and can now try to use the Android mobile app. I installed v.1.3 on my Motorola RAZR M and logged in after reading some helpful hints in other forum entries. I tried replying to a requester from the mobile app, which worked, but when I enter an email address in the CC field, there is no evidence that I ever tried it. The CC'd person never receives the email, and the full web view of the conversation shows no evidence of the CC'd person. It does say "optional" in the
Request Closure Code - add to template?
Are there any plans to add 'request closure code' to the template fields? We would like to make the request closure code available in the template, without making it a required field. If the code is 'success' we don't want to take the time to complete it, but we are interested when requests might be closed for other reasons like 'cancelled', 'postponed', 'unable to reproduce' etc.. It seems the only way to allow technicians to complete the 'Request Closure Code' is to enable the 'Yes, prompt
Technician auto assign didn't expect to use SLA priority
The problem is, auto assign option didn't use SLA priority. I have 2 technicians. Auto assign working well when needed to assign a request to a technician, with load balance option. But this feature isn't working with SLA priority such as Low, Normal, HIGH So auto assign can assign # of HIGH priority requests on 1 technician in a row. I think it's not right. The High priority has a very short time to resolve request, so 1 technician can't resolve all requests in a row, in such a short time. Can you
[HOWTO] Technician can't reply unassigned request
Hi All, Is there any way to implement this feature in ServiceDesk Plus? One technician can't reply to an unassigned request without taking ownership of the request. And if possible then, only certain technicians can't reply to an unassigned request without taking ownership. Waiting for your kind reply.
Notification rule group
Hello everyone, I have a problem when a technician opens a calling everyone in the group receive a notification that this call was open, is this normal?
Update to 8213 Release failed
The installation of the update failed and I was required to roll back to get things working again. I'd like to try the update again, but now I get a message that the selected servicepack is already installed. The Help About menu shows 8212 is what is installed and 8213 is available, but I can't run it. Is there any way to "trick" the software into thinking the update was never applied?
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