Work Calendar
We would like to change the calendar to start on Saturday through Friday. Has anyone tried to this before
ServiceDesk API servlet query
Using the API, how can I perform a query? for example, I want to retrieve all open requests. Then I could loop through that list to then read each individual request: http://myserver:port/servlets/RequestServlet?operation=GetRequestDetails&workOrderID=number&username=user&password=pwd&DOMAIN_NAME=mydomain&logonDomainName=AD_AUTH
CSV import fails for IT/Non IT Assets for all technicians
Hi, I gave to some Technicians the "Site Admin" role, but when they try to import IT assets from a csv an error occurs: Error : java.lang.Exception: You are not Administrator, creating new user permission is not there for this role I found a workaround, adding a column in the csv file with a "fake" user. I created it within the same Site and Department of the Technician. But this is a little complicated to manage when I have to import a lot of assets. Is there a better solution or workaround? I
ticket closure and approval parts
hello i have two question if anyone can help please. 1- when i close the ticket, small window shows up " acceptance of the closure" what does that means? 2- inside the ticket , when i go to action button, there is a " Submit for approval " , what is this part for ? thanks in advance. Ahmad
Dashboard Data Extraction
Is there a way to extract the dashboard data so that it can be displayed on an intranet as realtime stats? We would like to implement this in our company so that our users are able to see how busy we are as a team and show our current open tickets and their status.
DROID apps store
We were able to download the APP and install it on our DROID phones. The Admin profile can sign on without a problem but everyone else can not sign on. we all receive an username or password in incorrect We are not AD based We are using the current version 8116 Anyone else have this issue?
Service Fields
I was creating a new template for a service request and did a missprint in a an option of a service filed (the new one that I drag-and-droped to a form). How can I edit this module or fully delete it? I can create a new one but their names will be the same on the left panel and will always confuse me.
last logged user's ip address and MSRA
Hello Support, I requested the following feature. Very often users need remote help. We use MSRA (Microsoft Remote Assistance) for that: msra /offerra ip-address [or hostname] It's a free and very useful. But sometimes it's not easy to determine user workstation ip address. Why ? This question will be skipped (DNS/iventory ip can be not correct). We need quickly identify this ip address withour asking of the user. Would be nice if you will keep the last user logged ip address in ServiceDesk and
Purchases recieved problem
We have been attempting to use the Purchase module in SD Plus. A purchase was entered with a mistake in the quantity of one item. This purchase ordered has already been marked as recieved, but the quantity is wrong. How do I edit the PO, change it to the correct quantity, without recieving the message saying the amount purchased cannot be lower than the amount recieved?
Associate more than one change to a request v8116
I cannot seem to associate more than one change to a request. Once a single change is associated, the Associate Change button changes to View Associated Change. I would like to associate a change raised by the request. I thought I could circumvent this by creating a new (second) change first and then associating a request from the change. However, when I view ALL to associate the request, the request I would like to associate to is not in the list. Please advise. Thanks.
How do I determine average response time per technician
partner
how to become ServiceDesk Plus partner in Jordan and Libya. thnx.
Hidden CI tech and workkstation
After a clean set up of SD Plus I found some objects, visible only in the "view all CI" СMDB. They are: Technichians: John Roberts Heather Graham Jeniffer Doe Shawn Adams Howard Stern Windows Workstation: ijaz-0427.csez.zohocorpin.com. I can edit them but they still do not appear in tech list or in workstation list. And there is no way to delete them via GUI. How can I remove them from the system totally?
Translation Russian
There is a leak of translation in some places: 1 Wrong or incorrect translation of a definition. As a minimum my adds: English Alert group members by e-mail when a request is left unpicked in a group. Русский Отправлять членам группы уведомление по эл. почте, если заявка не взята кем-то из специалистов группы English Go Back Русский Назад English Go Back Русский Назад English Pick Up Request Русский Взять заявку English E-mail acknowledgment to requester on submitting a new request. Русский
automatic request approval
Hello, How to setup automatic request approval sending to predetermined group ? Regards -- Piotr
business rule action "place in group" does not work
Hi there, I got one business rule, the rule is defined as follows: criteria: if cathegory is "test" actions: place in group testgroup I got one site and one department, testgroup is a a support group. testuser logs in the webgui and uses the default template for file the request, selecting the test category. I noticed that the rules is fired because I get notified when the rule is executed. When I go as administrator to the request tab, I can see the request just opened and I can see the desidered
reply from requester
Hi, We are testing the new version of SDP, but have a problem with the replies of the requesters. When the requester replies an mail that's send from SDP, this reply won't fetched into SDP? is their something i won't see? Thank you in advanced. kind regards, Daniël
Select Technician list is blank
Hi, we have version 8101 of Servicedesk plus with 250 techinicians. We recently changed someone's name on servicedesk via AD import and they can no longer assign to technician in the requesters page as it is blank. The person's name was changed around 2 weeks ago, they ave only just noticed this isn't working, not sure if it's coincidence! We've tried importing from AD again but this didn't fix it. I've checked the users settings against someone else on the dept and they are identical. Any help
SharePoint 2010 - Display Dashboard
Please, could you let me know if there is a Servic Desk web part available, so I can add this to SharePoint ? Otherwise, please, could you advise on how I can use SharePoint 2010 to display the Dashboard in Service Desk. We are currently using Service Desk v8.0.0 Build 8013 Regards Raj C.
Error when editing a Support Group
When I go and edit a Support within the Admin Section, I am getting the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Unmerge Request
Is there any way to "unmerge" a request?
Stop scheduled reports
I have setup a test environment and need to be able to do some testing with some new email settings, so I cannot turn off mail fetching. I need to be able to stop all scheduled reports so people do not receive them from this test environment. I did not create these reports, so I do not have access to them. Anything that might be able to help with that?
request closing rule
Dear All, we would need a new "request closing rule" - something like "approval". In our company requests may not be closed without an approval. Is there already an option for this? Regards Julia
Request timescales
Hellp, please give advice how to get this information: - Time when request was assignet to a group - Time when request was assignet to a technical - Amount of reopening request Thanks!
Customization of default values in Requester...
Hello, We are very interested in using this product with my business and have currently installed a trial version to see if it suits our needs. What I would like to do is create a group of requesters (my clientelle) that are not people, rather job sites - so that I can affiliate different types of jobs with specific sites. I would like to know if there is any way to customize the default fields under the requester tab within the admin menu and whether under my Requester - Users admin list I
Technicians logging calls as self
Hi I am currently reviewing ME service desk plus and noticed that when I add someone as a technician they can no longer log a call as them-self i.e. not available as a requester Is there a method of getting around this? Gary
Issue with email requests
Good morning, We recently have implemented the ability for our end users to submit servicedesk requests via email. Unfortunately, every time someone sends an email in it somehow crashes certain functions of the system. ServiceDesk is still operational, but we stop receiving ticket requests and email notifications of any sort. Once we reboot the server all of the requests that were submitted since the email request flood into the system. Have other ServiceDesk users encountered this issue? Thank you,
Notification Rules - High Severity Alerts
Is it possible whenever a Sev 1 / High Impact ticket is logged that I can generate an email alert to high level IT management? I've looked around business rules / SLA but can't see anything that will meet me requirements.
Error when trying to upgrade from 8.0.27 to 8.1
Trying to install the upgrade in a windows machine. I get the attached error. "Migration is not started as improper data. One of the product is configured without product or product type name is configured empty string" Help would be appreciated.
Prevent disabled users from being imported as requesters
Can the AD import of requesters be prevented from importing disabled users?
Default Values
Hello, Since upgrading to 6003 my default values for additional fields doesn't work. Instead of picking my default value it just displays the - sign. I have checked in the additional values admin screen and they are all highlighted as they should be. Otherwise it was a painless upgrade, you have done a good job. thanks Peter
Creating request using email with custom fields.
I would like to create requests using emails. We have a request template in the service catalog. In the subject i have the @SDP@ In the body @@OPERATION=AddRequest@@ @@MODE=Web Form@@ @@REQUESTER=Mark@@ @@REQUESTTYPE=Incident@@ @@TECHNICIAN=Mark@@ @@REQUESTTEMPLATE=Make/Model Request@@ @@VESSEL MAKE=Yellow Sub@@ I'm trying to get Vessel Make to set, It is a free text field within the template. can anyone advise how i would do this? Regards, Mark
remote control prompt
Is it possible to enforce the "prompt" feature of remote control? I do not want my team to be able to access other machines without this prompting first.
Automatically assign asset to workstations during import?
We have a list of workstations an asset assigned to each one. Is there a way of importing both at the same time with each asset getting assigned to the appropriate workstation? There are 136 workstations to import (each with 1 asset assigned to it). We are using the serial number of each device (for both workstation and asset) as the name with the only other data value for each being an inventory tag #. Is there a way of importing a single spreadsheet with both workstations and the assigned
Multiple instances of Manage Engine software on one instance of MySQL?
Can multiple instances of Manage Engine Products run on one server ? Example scenario: OpManager Servicedesk Netflow Running on one MS 2008R2 server on one instance of MySQL. What is the recommended practice?
SD 8.1 not use exist Requester Name
Hi. After updating from 8027 to version 8.1 when closing request, the initiator of the request doesn't want to use.
Add response and resolution times to notifications.
Hello, How can I add the total time the request is to be responded to and resolved in a notification. For example, lets say a First response is set to 4 hours from creation, and is to be resolved in 8 hours. Rather than having the actual date in the notification, how can i have the total time instead. Thanks for any help.
Report SDP first contact resolution
Hi, How to obtain a report that indicate how many tickets was resolved on first contact? Thanks, Mauricio Fuentes
One incident assigned to multiple sites
I was wondering if it is possible to have a single incident assigned to more than one site or have a requester be able to see more than one site. Right now we have 3 diffrent sites and, more often than not, we get the same incident/question/request from all 3 sites. It would help a lot to be able to have an option to assign a incident to all 3 sites or have the ability to let a selected group see the incident, no matter what site it is located in.
How automatically fill a field "Gruop" and "Technician"
Hello . How automatically fill a field "Gruop" and "Technician" when technician create an incident . Thank you.
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