[Service Tag] field not available on cutom report
Hi there, We made a custom report and choose All Assets in the Module section. However, on the next step, [Service Tag] is not available on the available columns to display. However, it appears when I select All Computers (Workstations and Servers) as the module. Why is that?
Save Report As function after editing a currently existing Report
I find it odd that after running a report, you can "Save As" the report to essentially create a new one; however why is it that you cannot use the "Save As" function if you edit the existing report and run it. After editing a currently existing report, you are only able to override "Save" the report. You cannot save it as a new report.
Help on changing requestid to start from 10001 using MSSQL 2005 database
Hi All, Appreciate your help on my request above, and if possible please provide a step by step procedure for me to follow. Thank you, Mark
Reports/graphs do not recognise my new reauest status's
Reports/graphs do not recognise my new reauest status's Hi, i have added some request status's to the ServiceDesk however they do not appear in the graphs on reports - also they do not show on the Dashboard page. could someone point me in the direction of how i can enable these. thanks for your help Russ
Backup-Technician
Dear Tech. Support, I have a problem that: when i put a leave for a technician and make a backup technician for him, the backup technician doesn't receive the requests of the technician who is in a leave Notice:I enabled the autoassign technician please give me an interpretition Best Regards
Mark a requester as a service account
I posted this in the wishlist thread for 2013, but I wanted to break it out from there. We have email addresses for services/applications to report errors. Create a flag on the requester record that marks a requester as an automated service and do not send it emails, exempt it from surveys, etc. I want it to be able to file requests, but not for SDP to try to contact it back. We use the email function to report callhome events from servers, faults from mainframes, and other alerts. What ends up
Unable to use ServiceDesk+ iPhone App after 8127 update
When trying to access ServiceDesk Plus with the iOS application after the 8127 update, the application is giving the error message, "Update ServiceDesk Plus to version 8125 or later to work with this app." Obviously we are running a later version but I've tried everything to get this working with no luck.
Deleting Technical User Groups
In our multi-site setup, existing (there before I arrived) technician groups are listed under two different sites but have the same names - wondering if they are the SAME group or just NAMED the same - because when I try to delete a technician group from one site it errors with 'cannot delete group as it is in use by another module' - while I assume it means the other site, perhaps you can explain what other dependency it may be complaining about?
Allow to attach document in an approval item
In most case, we need to ask requesters to approve certain document before we continue work on a request. But it seems the attachment function is currently available in the system. Correct me if I am wrong.
Customize Self-service protal
How can i cahnge the background color of the "My Request Summary" of the Self-service portal?
SD 8202 backup PGSQL restore fails
Hi I have a problem with restoring the database psql. When upgrading to version 8203 an error occurred. Restoring a full backup is not possible. The output of the restoreData.bat: INFO: loadAllModuleDD :: loaded the DD for the module :: CMDB java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.createTables(RestoreS DBackup.java:1381) at com.adventnet.servicedesk.tools.RestoreSDBackup.createDynamicTables(R estoreSDBackup.java:1368) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
SDP Incoming email in plain text only through internal Exchange 2010 connector
Hey guys, SDP incoming email internal Exchange connector in plain text only. So i can receive email in SDP, but it converts all inline images to attachments and all font markup etc... is lost. A plain text email is being received in SDP, which is a pain, because we receive quite a bit of emails with attachments. Now we always have to open the attachments... I've been plagued by this b4, but it never resolved so far. Scenario is as follows: I've got my own Exchange 2010 server, so i connect SDP
Restore SDP ticket data ONLY
Hi, I am looking into options of how to deploy improvements to our current tool in live. What I plan to do is make changes to a copy of the live system, and then make the improvements to the copy. The improvements will be to add new Service Catalogue templates and also Categories, Groups etc, and disable the existing templates categories, groups. I.E not removing them completely only disabling so that old tickets will still be in their original status regarding groups etc. Then over a weekend i
Notifications SLA
Hi, I have a question related to notifications when the SLA is not met. How I can configure the tool (SDP) to mail notifications will reach a specific user? Regards.
Delay Tool Tip Pop-up
Is there a configuration file in ServiceDesk Plus in version 8.1.0 that can be modified to delay the tool tip pop-ups? When you attempt to click a link with the mouse, the tool tip pops up too quick, thus you are unable to select the link.
Upgrade from 8.1.0 Build 8126 to 8.2 Build 8202
Hi I am trying to update using ManageEngine_ServiceDesk_Plus_8_1_0SP-1_0_0.ppm and it keeps failing with the attached error. Are you able to shed any light on this? Thanks. Richard
Reports: Query Editor doesnt work !
Dears, When I navigate through the reports from UI view (by simply click on report items in the browser), the report will be displayed properly .. But when I use "Show Query" with "Query Editor" to run the same SQL query, all values will be displayed as "Not Assigned" !! for this I've already collected the SDP logs, and I see lots of java exception will be throw : [13:00:33:691]|[05-15-2013]|[com.adventnet.servicedesk.utils.DBUtilities]|[INFO]|[26]|: Database Connection is requested : Generate
Separating technicians to sites?
Right now my company has various sites in the US and Canada. We're trying to set it up to where the US technicians only see the tickets that come in for US sites and the Canadian techs only see the tickets that come in for their sites. Now maybe I'm missing something here. I've associated the technicians to the sites I want them to work and that still shows me the other team's tickets. I've tried making a role that makes them members of only their designated sites, that didn't work either. Is this
Smartphone apps html coding problem still exists after upgraded to 8203
After upgraded to 8203, we can use the iPhone apps / Android apps to view ticket without html coding in general tab, but still have html coding problem in "Resolution" tab. Could you kindly assist to clarify. Frankie
Group Phone Number variable or simple logic?
Hi We have two teams using the servicedesk, assigned to different groups. With requests auto assigned to the groups via business logic. It would be useful in the notfication/reply to templates to be able reply back with different info/phone number for each team depending on what group its assigned to. We can do: regards $group but some additional fields would be nice, ie: regards $group $groupPhoneNumber $groupDescription ( which is already defined ) or some form of simple logic ie: regards $group
Custom Filters
We have created a couple of new statuses for "On Hold". But if a technician tries to use the My Requests On Hold filter, it obviously doesn't list them since the status doesn't match. I tried to create a custom filter and made it public but it lists ALL of the requests with that status, not just the specific technician's. How do I change it to allow just the technician's requests?
Change top background color in SDP+
Hello to all, we would like to change top background color of WorkArea in SDP but we didn't find how to. Could you tell us how to change it? Thanks in advance
Clarity Requested: Process of upgrading from build 8.1.x to 8.2.x
We are ready to do a test upgrade from 8.1.0 build 8121 to 8.2 Build 8203; and in looking through the previous posts there appears to be discussions about having to move from MySQL to PostgrSQL. And other steps about going up to 8200 first and then upgrading a second time to the latest release. REQUEST: Can you reply back with the proper upgrade process as there seemed to be some failures along the way and a central post on best practices would be great. (And I'm sure others will benefit.) 2nd
Work Log required fields
After upgrading to SDP version 8.2, build 8200 we have found that there are some required fields that previously were not required. Currently in version 8.2 there are two fields that are required for a work log entry on a request. "Owner" field "Time Taken to resolve" field Can the required fields be adjusted? We would like to remove the "Time Taken" field as a required field. If so, where?
Android app not connecting, using app ver .1.1 and SD plus 8.1.0 Versionsnummer 8125
Login fails, not connecting. API key for tech recreated still no succes.
Rename Scanned Products
I have a question regarding products that are created by scanning assets (through the agent or through other scanning). Is there a way to rename the scanned products? Our accounting team uses out asset information for reporting, and they prefer more descriptive product names than some of them. Although I can rename the product name it scanned in as, as soon as it gets scanned again it reverts to the previous name. Is there anyway to work around this? For example, my laptop scans as "Thinkpad
Allow Requesters to have secondary email address
I constantly find new requester names being created for users that already have requester IDs in the ServiceDesk. Sometimes, it's because they use a different email address than the one in their requester ID. It'd be great if you can add secondary email addresses to the requester ID, and then also have ServiceDesk know to link the corresponding requester ID to the user when they email a service request with their secondary email address.
Email Id(s) To Notify
Hi there, I was wondering if it is possible to create a Service under Service Catalog with a specific email in the Email Id(s) To Notify field for that one request template. From what I can see you can only add the field to the service template but you cannot auto modify it? Basically what we are trying to do is to have a specific email address notified when a specific request from the request catalog is raised.
can service Disk use Oracle database instead of MYSQL ?
Dear Sir we have helpdesk installed on one of our servers, and as our IT team is all of Oracle products Professionals we would like to run our Helpdisk services over Oracle database instead of MySQL. Is that possible, and are there a documented and supported procedure for this ?? Thanks Abdulrahman Alsoufi
Import Changes
Hi, We have a large list of changes that we want to create in SD+, is there any way to import these? or could you supply some SQL to do a 'bulk insert' of these possibly? Thanks Lorraine NB. We are using SD+ 8125 and SQL 2008.
Understanding Change Requests and associated business service
Running the latest version of Service Desk Plus (Enterprise) In my service catalogue I have categories such as: Applications and Databases Collaboration Services Hosting Services etc. Each category contains the individual business services associated with that catagory. So now when I create a change, I want to associate with a service (service affected field) however only the categories show up in the list not the actual services. Am I missing something? I can go to the CMDB and create all the individual
Active Dir Group Notification
How can I set it up so that for every ticket opened an email goes to an A/D Group? My whole IT Department consists of 2 people. We both belong to the ItDept email group. No matter who the tech is that's assigned, or even if one is assigned. I want an email sent to ITDept@somewhere.com so that a whole group gets notified every time a ticket is opened
Column-wise Search - Negative or Multiple
When using the Column-wise Search, how can I select all except XXX, or find multiple at once? XXX,YYY,ZZZ?
New Project Management Module
Improvements: Make the Priority field a numeric one behind the scenes so we can sort the list by actual priority and not alphabetical. I would like to see the projects module have a presence on the dashboard tab.
How to create a scheduled report where the date filter change monthly
I tried to create a simple SLA report and schedule it to be sent monthly. Problem is, I created the report last January and every month it automatically send me the SLA report for the month of January. Is there a way the scheduled report will run with the date filter of the previous month? (i.e. Feb1-28 report sent on Mar 2, Mar1-31 sent on April 2, etc)
Can you modify the Resolution email with a "do not reply" message?
Hi all, We try to be nice, and ensure our resolution emails have friendly comments. One of the techs in my team says this encourages people to reply back and say thanks, which then re-opens the case. Can we put a message "please do not reply to this message" on the bottom of each email, without needing to use a resoution template?
Show tasks to requestors
I have SDP 8.2.0 Build 8201, and I would like to know if is possible to show TASK details to the requester? I have created a Service Request, that generates a number tasks for the technicians. I would like to show the progress of these tasks to owner of the ticket\requester. They should also get notification when a task is completed, and see the notes\comments.
notify the requester when a tech replies to the request email
Hi, currently when one of our techniciancs replies to a request email or a converstation email the request gets updated with a locked reply which is not visible to the rewuester. is there a way to change this so that when a techinician does reply via email the requester gets the email. thanks russ
Web services Integration Support for SDP
Many of our clients are requesting for Web services integration support, when implemented this will help many organizations develop integration with other systems more easily specially there are some applications that support web services like SAP. The web services interface should be two ways integration so we exchange data between systems. Thanking you,
Group SLA View
Hello Can you enter a different view of the SLA? NP. view of a tree or grouping? For many SLAs view is a little difficult. Maybe a drop down menu of contracts as a Category view? My view of SLA: My proposal: Regards
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