Include IP / Hostname with API submission.
Is there a way to automatically include the end users PC host name or IP address with a request? I would then ideally want this inserted into a custom field in the request that i have named for example "Computer"
report which shows me the total number of calls of user within the last 30days
Dear Sir / Madam, is there any report which shows me the total number of calls of user within the last 30days with all details. { not on start date to end date basis }. Regards, Guest.
Cannot import all my users from AD without errors in Provisioning app
Dear Customer Care, When I try to import all my users from AD with the provisioning app from you guys, it stops working. I've attached a screenshot of the error. Regards, Sander Stolk
Request for a field: => Resolution that include the Date and Time, same as Completed Time
Sent: Monday, February 27, 2012 9:44 AM To: 'ServiceDeskPlusSupport' Subject: RE: [Request ID :##6602058##] : [Fwd: ##12989## : IT Special Work-Query for generating reports of resolved tickets. Contact manage engine for a custom query.] Status: New Hi I just run this query and do not work for our format of the reports. You told to us that Resolved Time field will be include in the customize report, same as the Completed Time field. Also, is not giving the exactly number of the tickets. We have this
Requester email not updating on AD sync
We sync in our users once a day. A few days ago we changed everyone's primary email in AD from name@domain.com to name@domain1.com. But after the sync, existing users still have the domain.com address. Now emails from users are creating new Requesters because the "from" address is domain1.com. Should we just update aaacontactinfo from the backend? -Kiyomi
Request Approval
Hi There is an option in request workflow that says: "Do not assign technician before total approval" ... this works well but the strange thing is that request TASKS are all assigned before any approval !!!!!!!!!!!!!!!!! How can i handle this? I want nothing to be assigned before approval. Thank you
Mode Field and iPhone App
I noticed that when a new request is created by the iPhone App, the Mode field is not automatically set to "Mobile App" or such. Which is the case with email and web form.
Add image in mail fetching
Hi, I have a problem with mail fetching. When user add image to request by copy and paste, not by attachment, It will not show in Request page at technician side. For example instead of attachment. It will not show in request page, it will show damaged image, But if they attach, it will show as attachment fine. Is there anyway to make it work?, most of staff here are does this way.
Language Problems.
Hi, We have reported this issue long time ago. What happen is that the “Display Language” setting in “Personalize” doesn’t really work! If we change to Portuguese “some” items change to (very bad) Portuguese and others remains the same. For example in “Resource State List” I have to change resource states to Portuguese language. If I change just “Choose Language” the items remain the same and I can’t even delete default values. Values for Resource State will always appear in English. Regards, Henrique
sd+ agent for the communication between it department to the end users.
i think that is a good idea that the announcements that we write in the sd+ web, appears to the sd+ agent as a popup message (it's look like the outlook email received). this can be a powerful tool to communicate events as a email error o stop a service, to users.
Change Service Tag
Dear all How can I Change The Service Tag of the Windows 7 ? Thanks in Advance Negin
Assigned Technician does not get notification email when assigned during request creation
It is a bit strange of a behavior, but when a technician creates a ticket, they can assign to another tech at the same time they create the ticket. But the notification email is not sent. The general new ticket email is, and if you go back into the ticket and assign it, it does send the notification email to the assigned tech. Any ideas, we would like other techs to be able to assign tickets to each other when it is not their area or responsibility.
Backup technician doesn`t works by new requests by email
I have this issue When you Mark unavailability in a techinician A, and setup a backup and click "Assign to following technician B", and i have a business rule that say "if subject say "xxxx", then assign this request to technician A. So, with the Backup technician setup ON, all request are assigned to the technician B, but this works only when i add a new request by the self service portal, and don't works when a new request is created by email. Please Help
Not able to see windows update patches
I have servicedesk plus 8.0 in my office, I noticed that I am not able to see what windiws patches is installed on the win7 computers. I can only see the software installed but no windows updated patches. I have no issue seeing the patches installed on windows XP machines.
Dont ser Reports as Request
Dear all When I schedule Reports to E-mail me for example every day ,it creates the report as a request, I want to know is there any way that when I set reports it just send to my E-mail I do not want them to be in the Requests List Thanks in Advance
Screen not displaying correctly
I'm using I.E 8.0 but with other people who are using 8.0 it shows fine...also I tried firefox and it shows fine. I tried clearing cache...any suggestions to why the buttons are displaying this way?
Notify Technician When Request is Reassigned
I've looked through all the Notification Rules and don't see an option to Notify a Technician when a Request has been reassigned to another technician. Sometimes, requests are accidentally assigned to the wrong technician, or a technician is out of the office and the request must be assigned to a different technician. For example, Technician JOHN SMITH is on vacation. A request is assigned to JOHN SMITH. Upon realizing JOHN SMITH is not available, the request is re-assigned to JANE DOE. Both JOHN
Api Login Request
Dear Team, Kindly i want to know is there an API to the login page of the service desk as i want a url to pass in it the username and password and domain and then the service desk automatically login in is these option availabe in service desk Your Response Highly Apreciated ASAP\ Thanks
Problem with Backup (charset)
Hello We are have just upgraded our servicedesk-plus to latest patches and now we are having some problems with the backups of file attachments. Since we work within scandinavia, the problem is we use the chars ÅÄÖ.We found out that this was changed as a security fix. Now here comes our problem. We have 600 attachments that we cannot do a backup of now. Do you have any solution for this? This is the error output: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please
service packs for windows 7 and Windows Vista don't appear
Hello all, I have no problems for seeing software installed in Windows 7 And Windows Vista Machines. However, I can not see any Service Packs (Security or Critical update) for these operating Systems. I can only see Service Packs for Windows XP. Thanks in advance. Cássio.
local user login
I'm using Service Desk Plus 8.0.0 Build 8013. I created a local user/requester in the Service Desk AD, but cannot log in. I basically left everythig empty except the name, login name, and password. The problem is that if I enable AD Authentication then I cannot login with the local user/requester I created. However, if I disable AD Authentication then I can log in. But everyone else in my company's domain are not able to login. The reason why we want a local user/requester so that in case our
Solutions recommendations
Hi, I am wondering if it is possible to achieve the following: a user submits a request via email based on the text that is included in that email it searches the solutions for those keywords and sends the user recommended solutions for their problem Could this be done through the API or something?
SDP: Asset Scan of ESX/ESXi hosts
Not sure if I'm on my own here, but would it be possible to be able to scan ESX/ESXi host's for hardware information? We are currently migrating our servers to ESX from Windows Server and are losing tracking details.
Importing to subcategory
Hello Could someone help me please I have over a 1000 software titles to be added in the software subcategory. Does the CSV have to have specific header names. I've tried this a few times and it input all the software as their own category. Thank you in advance
No. of Work Station Inventoried on Dashboard
Hi, We use ae_scan as logon script for scanning the workstations. The no. of workstations inventoried on the dashboard increases upto 1600 on one day and suddenly decreases to 1000 on the very next day. The no. of workstations failed during last scan increases when the no. of workstations inventoried decreases. Can anyone give an input on why this is happening??
ManageEngine Service Desk Plus! Email Notifications
Hi whoever may be reading, Currently, the email notifications within Service Desk Plus! I feel are not detail enough. Reason being, we are potential customers of ManageEngine and have been evaluating the product for some time. What we need to do, is have email updates/notifications sent out to the end user when certain things are performed within the request, as the end user will not be logging into Service Desk to check their requests progress. Now, I understand that there is currently a feature
How can you set up the service desk to allow the assignment of calls to external 3rd parties
We work with external support parties; how can we set up the service desk to allow calls to be assigned to these external support without haveing to use up a technicians licence. I would also like to be able to send a call close notification to the external support every time our technicians close a call they have been assigned. Just now we have created 2 fields for the 3rd party name and 3rd party reference; and populate these, but the call is still assigned to one of our support technicians,
Using Digital Signature
Hi, I`d like use ME ServiceDesk Plus on Premise (Entepr. Edition) . Can i ask you about digital signature. Does it support digital signature?
Workstation / Server scan failure.
After installing the agent, scan works automatically but after 1st scan, every scan attempt fails and gives this message. "No response received from workstation. Probably the workstation might be switched off or does not exist." I checked the ICMP and port 7 and these were opened and ping was able. None of the workstation / server was able to scan. Even SDP fails at scanning at its own server too. Any suggestions?
SDF-39504 Updating Technician Information from Active Directory
SDF-39504 above was raised by one of our now resigned colleagues in June 2011. Could you please provide an update or advise when the work maybe scheduled for release. Many thanks Brenton
Asset Management
Hi, How can I add to the Manufacturers list for Software Licences within Assets please? I can edit Vendor, Product Name etc, but cannot find a way of adding a new Manufacturer. Cheers
Has anyone install Service Desk Plus on a VM
Hello I would like to find out if anyone has installed SD on VM ware and if its supported. thank you
Response overdue status and overdue status in report
Hi, Can i change status in report when i export in fields of First response overdue status and Overdue status from true/false to be yes/no?
issue when trying to input the license number.
We just purchased SD+. We are trying to input the license number. When clicking on "License" we get the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.jsp.Register_jsp._jspService(Register_jsp.java:441) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Report on custom requester fields
Hi, I'd like to request a report on some custom requester fields. We have added custom fields such as 'date of induction'/'date of signing IT Policy'/'date of IT Training' and so on. We'd like to produce reports on the following: 1. A list of people who have not had an induction (i.e. nothing in date field). 2. A list of people who have not signed the policy. 3. A list of people who have received training in last 12 months. 4. A list of people who have had no training in last 12 months. I'm no SQL
Specifications VM Server for SDP
Hi!!! I have an issue with SDP, the java.exe process is crashing so the web portal it's not running, but the process mysqld-nt is still running. I migrate the SDP to a new server and still have this issue, so i don't know what more can i do. SDP server is: WinServer 2008 64bit RAM 6GB HD 250GB Processors: Intel Xeon CPU E7- 2820 @2.00 GHZ 2.00GHZ (2 processors) Can anyone tell me what kind of specification i must have to run SDP on a VM server, antivirus type, exceptions? THANKS!!!!!!!!!!!
Purchase Order required fields
Ive added some custom fields to my PO. IS there any way to make them mandatory so that the PO requester HAS to fill in these additional fields. Second question alos about PO reporting, is there any way when running PO reports that I can get it to list in the report the item information, this does not seem to be available to choose as an option when creating a custom report on POs. Thanks
Would like some advice on autoassigning manually created requests to certain technician groups
We have created technician groups with specific email addresses so that incoming emails get automatically assigned to that particular group. We have also setup appropriate roles that restrict each group from being able to view tickets in other groups for security’s sake. However, this does not address the issue of tickets that are created manually by the technicians themselves. At this point any new ticket that is manually created by a technician has to have the group designation manually assigned
Backup failed since resizing disk?
Our servicedesk 7.6.0 Build 7611 was working fine until a week ago. I then manually resized the disk it was running on. Had to recreate swap. All errors with booting where solved and servicedesk is running fine again. Except the scheduled backup fails with the following message: If i run the backup manual from ServiceDesk/bin/backupData.sh it runs fine. backup file is created. At the end of the manual backup it outputs: stopping DB Server >>>>> false is that normal behaviour? What can i do to get
"Response" in ticket
Hi all, What would be counted as a 'Response' when a ticket is created. Is it an e-mail to the user? The added note? Regards, Ryan
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