Ticket duplication and requester notification
Hi guys, I've a question for ticket duplication. I've a ticket created by requester R1 assigned to group G1 and technician T1. I duplicated it and i did some tests. I found that if i change the requester the system doesn't send the mail notification. I searched in notification rules and i didn't found related option. After duplication and requester change: if I change group or technician the notification mail was correctly sent if I don't change group or technician the notification mail wasn't sent
TESTING WITH TICKETS
Hi Guys, I would just like to ask a quick question. I've been assigned to take charge of service desk in our team. From time to time, I would be creating test tickets, and as much as possible I would like to limit the recipients for the notification mail when creating test tickets.Is there any way to to this without affecting all the recipients from receiving the notification mails.
MYSQL to SQL 2008 Login Issue
Just finished training and or Network Admin created a SQL 2008 install. backed up data, chgdbserver to SQL, restoredata... everything seem to go well. now unable to log on to Service Desk. Not even the admin user/pw works. What do I need to do to resolve issue.
historical data
Where can I find Historical Data/Reports in SD+? Thanks, SA
Drop Down Menu Bug
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue.
Failure: Site with same name already exists
Hi, Am trying to add the sites with same name however inside different regions, also I need to add same name departments inside different sites. Please help me in this regards as i have an assignment, Abdul Majeed
Drop Down CSS Error
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue as it appears the button overlaps the dropdown menu. Someone replied to this in another post I did, without looking at the attached. Please review the attached.
Custom Report for incident with problem
Dear Support, How can i get the custom report for incident with problem for march 2011. regards, Ashraf.
Assiging service request to different tech groups
Hi, we currently have a problem were we want to redirect service requests to techinician groups in different countries. The problem is when a 2 user from different countries send the same service request. How can we send the request to techGroupBrazil if the requester is from brazil or to techGroupMexico if it the requester is from mexico. Kind Regards, JUlian
View requests of other users
Hi, I want to give some users the ability to view/modify requests of other users within the same group. I know I can do this by putting users in the same department and enabling the option: "Requester allowed to view: Show al their departments requests". This howewer does not work for us as some users are part of more than one department. I tried creating a user group, which has potential, but there's no option to link that group to the "Requester allowed to view" option. Is there another
Multiple AD authentication requests
Hello ServiceDesk Plus users, We have come across a perplexing problem which the support team is working on, but I wanted to ask if anyone one else has seen this happen. When a user/technician logs on, SDP is sending multiple authentication requests to AD. The number of requests is random - we've seen as many as 37. If an incorrect password is entered, the user is immediately locked out because the application sends the incorrect credentials enough times to exceed our limit. The multiple logons show
Data Restore Problems! Data truncation error when restore attempted.
************************************************************* Backpup data : Sun Oct 25 23:45:04 MST 2009 Database name : servicedesk Total Tables : 851 DB - Server : mssql Build Number : 7508 ************************************************************* Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData
48 Hour Notification Of Inactivity
Is it possible to create something within ServiceDesk that will alert a technician or a group that an incident request has not been active/looked at for 48 hours?
character_connection MySQL variable
mysql> show variables like 'collation%'; +----------------------+-------------------+ | Variable_name | Value | +----------------------+-------------------+ | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | +----------------------+-------------------+Is there a reason why this is latin1_swedish_ci? Can I change this to utf8_general_ci like the others? I'm trying to run a query that does a union
How to get all requests via API?
How to get all requests assigned to someone via API? eg) operation='GetAllRequests'&username=john Return all John's requests to see the history.
A question about email command
Hello I am trying the function of email command, and i want to set the field of requester's email. Does anyone know which name of this field is correct to set the value?
Issue with emails to multiple groups
I have several groups on Servicedesk which are included on a new email request by a user. However, everytime when a certain group is included the incudent never gets created for that group. For example I have groups, A, B and C. New request emailed to group A - gets created OK. New request emailed to groups B and C (both included as recipitent on the email) - request gets created twice, one in each group OK. New request emailed to groups A, B and C (all included as recipitent on the email)
View Requests by Requester
When selecting "View Requests by Requesters," the only thing you can do from the window that pops up is preview tickets from that user. Can we please have some way of opening the full ticket from this window? Thanks
Problem with asset page
Hi We have a problem that when we try to open the asset page it just loads, nothing happens even if you wait a very long time. We can still access the assets by searching for a asset but the InventoryHome.do we cant access. This problem as been escalating, when we started to get it was not very often and some technicians could open it and some could not. Now no one can open InventoryHome.do page. We are running v8110 on win2k8r2 with sql 2008 Any ides on what can be wrong? Best regards Peter Samuelsson
Notification Rules - Assigned by Request Mode
Hi, Is there any way that you can create a new notification rule, which will depend on the request mode? We currently have a a number of SLA's which are different if a phone call is logged to a email logged, which require a different notification to be sent automatically when the request is logged. Thanks
Change catagory/ subcatagory
Where are the relationships defined? When I select a change on a switch category I can not see any subcategories or items to select? -Dan
Migration has not started as Data is Improper - Service Desk Plus
Hey all I am trying to upgrade from version 8.0.0 Build 8027 to Build 8100 so I can then upgrade to 8114. After shutting down service desk and trying to apply the update I get the error - see attached screen shot. Any ideas?
Is there an XSD available to validate audit xml files
I have a workstation report in proprietary XML format that I wish to somehow import into SDP. Using XSLT I am transforming the proprietary XML into what I think the XML format of SDP's stand alone workstation audit is. The XSD I am using is generated from an XML Editor, using a sample stand alone workstation audit I generated via ae_scan.vbs. Because I don't know exactly what format my XML needs to be transformed into, I am having difficulties importing my transformed XML into SDP. The sysout log
clear formatting button
Gents, Can you please add 'Clear Formatting' button in the text Editor in all edit forms ? It's similar as in the Microsoft Office 2007/2010. I see very very very often a bad formatting text after copy-paste. Different font sizes, colors, etc. It's really annoyed. Thanks
Consider Notes Addition as First Response - Option not presented
Just upgraded from 8107 to 8114 and encountered the new feature ( not sure which release provided it ) that a prompt for "Consider Notes Addition as First Response" is available when adding a note against a request when the request is open. So If have request open and from ACTIONS option choose ADD NOTES and there are no responses against the request the prompt is shown at the bottom of teh add notes page. However if that same request is viewed from the Request list - My Open or Unassigned for
Categoreis and Subcategories?
I need to create a various categories and subcategories. I'd like to make the subcategories 3 layers deep. Example: Webconferencing (Main Cat.), Information (What the user is requesting), Administration (What need is about), and Set Permissions (What the agent is responding with). Is this possible? I only see 1 layer deep... Assistance is appreciated.
Unified Console ServiceDesk Plus and OpManager
Hi, is it possible to create unified console in ServiceDesk Plus and OPManager in one console / dashboard ? thanks, fanky
Cannot login
I have enabled SSO and AD Auth in SD+ and cannot login via AD or local. I followed a post to reset administrator password but still can't login.
REST API used for iPhone App
We will be developing an internal iPad that will allow our technicians to view requests from the ServiceDesk application. I was wondering what REST API or SQL queries you were using for the publicly available iPhone app?
Can we see only our requests?
Dear, I'm trying to create all requests for a specific group (service desk), but other groups can see all requests (for example, group DBA). How Can I do this? I've put a rule and the request is being grouped correctly, but everyone can see it. Thank you! Regards, Felipe
Import Asset
Dear All Does anyone know where to find the Import CSV options for assets. Kind regards Michael
My SDP has stopped responding
Good morning! We are deploying the SDP in the company I work for, was already using the SDP a few days. Last Wednesday the system reported that it had expired, on Thursday the SDP failed to open more. When you try to run the SDP by CMD on the way -c:\manageEngine\ServiceDesk\bin\run.bat-the same error message reports to me 519 (Registered period has experied). How should proceed? Att, Epitácio Gomes Jurong Shipyard Aracruz
Scheduled Backup Cleanup
In 8111, Cleanup of Scheduled backups was introduced. When does this cleanup process occur?
Survey satisfaction level calculated?
Can you explain the following: deno = surveydetails count * surveyanswers count nume = surveyperrequesttext.overallrating ans = (nume/deno)*100 I would like to understand how the satisfaction level is calculated? I don't quite understand the above formula. Thanks.
Attachment sorting
Is there a sorting that should be applied to attachments added to a ticket? It seems like it sorts differently every time you view a ticket.
Highlighting incidents that are approaching violation
Hi Everyone, The Help Desk dashboard there is a graph that shows you the number of incidents approaching violation. Is there any way to place a visual representation against each ticket in the queue that meet the approaching violation criteria? E.G having the incident text red in the queue view for all that are about to breach in the next 60 minutes. Whilst the dashboard it great most of my technicians do not look at it and spend all of their time in a request or the request queues. Thanks
Can't add Column Resource Tag to Asset view
On the asset overview page I can't add the column "Resource Tag" which would be quite helpful. *edit: Just saw there is already a feature request for this: SDF-27448 Resource Tag option is required in column chooser of all asset list views. I would still class it as a bug because it makes the product almost unusable when working with Asset Tags.
Service Catalog in the Professional Edition?
Is the Service Catalog in the Professional Edition of SDP? If it is, I can't find it - all I have is "Service Categories".
Getting Error Occured Message when upgrading
I am getting an Error Occured message when upgrading from 8112 to 8114. Clicking on view log presents a blank dailog box. Any help will be appreciated.
SAML2 single sign-on in SDP on-premise
Hi, There is a functionality that we will apreciate: single sign-on using SAML2. I can see that it is available to the on-demand platform ( http://ondemand.manageengine.com/service-desk/ad-sso-integration.html ) Is it scheduled to be integrated on the on-premise SDP? Thanks
Next Page