Resolve and pickup notification
Hi Is there anyway to setup notification for technical in the same group when someone in group is pickup or resolve case? Thank you
unable to set mail server setting
Hi all I am trying to set up my mail server on Service Desk. I set POP server on port 110 for incoming and SMTP server on port 25 for outgoing mail server settings to send and receive mails but there is an error while i want to reply the request. There is an error message which is: " Sending notification failed" I have to say that there is no problem with receiving mails from mail server,I mean that i can receive the e-mail which has set for sending/receiving mails to/from service desk automatically
Update image file used in PO template?
Hi, Can someone please remind me how I change the image used top left of the Purchase Order template. Can't for the life of me find it... Thanks!
Problem or Not?
We noticed today when you search for keywords under Problems it doesn't check the associated assets with the problem. Is this a problem? missing feature? or working as intended?
Delayed typing in Description field.
When creating a service desk ticket users are experiencing delays when typing out their descriptions, this seems to happen only when connected to a virtual server. If I log into service desk on my local machine using IE 8, 9 or firefox it is fine but when I rdp into a server or even login from the server itself there is a terrible delay in typing and no other program is affected in this way. Any idea's what may be the cause of this problem? Regards
Customise dashboard portlet
Hi, I am presenting the Service Desk Plus Enterplise proposed as a tool for ITSM. I need to customize things like the dashboard, including other views such as open requests by item, group, ... Can you help? Thanked.
Request Time Spent calculated incorrect for sites others than Default Settings
Hello. I've created several sites with option "Copy Default Settings", updated Operational Hours and Working days, Requesters, Technicians and Technician Groups. When I create request by requester with new site, Time Spent calculated as Operational Hours are 24x7 but only for working days. For example: working days are Monday and Tuesday, Operational Hours 7:00 - 17:00. Request was created on Monday at 10:00 and closed on Tuesday at 10:00. Request Time Spent value 24h00m, but should be 10h00m. If
shipping address
Hi, Is there anyway to enter shipping address that is not associate with site manually? Or is there anyway to add more field for shipping address such as contact person, e-mail, telephone number Thank you
How can i add change automatically
Dear team, can i add change automatically by using api like add incident thanks
Requester contact info box modification
Hi Support Please add the function to be able to modify the fields that automatically populate once the the requester field is filled. We would like to see, the VIP field, Managers Name, employee number, Description and Organizational details to show. And we would like to be able to decide what is shown. Name, phone number and title is not enough.
Hyperlinks in report
Hi, When I run a report in ServiceDesk, I see hyperlinks to requests. Can I add hyperlinks to my own query report? Regards, k.
Missing Functionality
ServiceDesk Plus 8.0 Organization Details, Mail Server Settings, doesn't support Exchange for Incoming and Outgoing. I would purchase this product if it only had this feature. We don't allow POP, IMAP, or anything else. Can this be added
Notes option on creation canvas.
Hi Support We would like to see the option to add notes right on the creation canvas. So as you create a ticket, you see an add notes is option prior to submitting the ticket.
Cannot start SDP after server dissaster
Hello Support Team. We've got the problem. Description: we had Service Desk Plus 8 (patch 12) installed on Win 2008 (Virtual machine) with external MS SQL 2005 Database. Suddenly we lost our virtual machine with Service Desk (Help Desk), but DB was still working fine. We installed Server again from scratch, install Manage Engine 8 ( to first on local MySql DB), patch it to 8 patch 12. Then try to connect to working original external DB (changeDBServer.bat show fine connection). But we cannot start
deleting program from laptop
This "ManageEnginePlus" program can not be deleted from my laptop, even in calling and talking to IT, problem still exists. I have no clue how to get, take or delete this program if IT can't help either.l
Add Problem Using Insert code
Dear Team i need a query to run on sqlserver 2008 to add problem can anyone help me Thanks
Creating to separate system requests with one pointing address for each
Hello every body. we have the service desk plus installed in our company and we have been using it. it's really a great tool which help us very much. they system is setup-ed and working fine. A new request raised from another department in our company which they work in a different way. from what they are requesting it look like that we have to change the layout of the system totally . what I'm asking is it possible that we have two different address for the system example : "Help" will be logging
Request Update Notification
Is there any way to edit what triggers an Update notification email to the requestor? Things such as an added resolution, note that is set to public, and added file attachment would be worth the notification, not when a tech adjusts a group or category field. Our users complain that they are getting way to many update notifications and they don't really notice the changes because they are to fields that are not important or even visable to them. We would appreciate any help you can give us. Thank
Duplicate groups - ServiceDesk Plus 8.0 8020
When I click the dropdown for groups, I've noticed that many of my groups have been duplicated between 2 and 6 times. After selecting a group then I assign an incident to an individual, the group name will revert back to --Select Group-- but the individual name will stick. Any suggestions to fix? Thanks in advance!
LDAP does not work correctly
Now works authorization through AD. I enter, I see a heap of fields, I have the rights of the administrator, etc. Has adjusted and has included authorization ldap. I enter under the same login/password and I can submit only the request and at its status to look. I include reversely AD. Again I see a heap of fields What I not so do? Whay LDAP does not work correctly? p.s. sorry for my english
Custom Report - calls assigned to a Group by a Technician
Hi, I would like to run a report that shows all calls assigned to a particular group, by a certain Technician, in the past month. Please let me know if you need any more details.
GetAsset and getCategory operations in servlet API
Hi, I'm using servlets API to open new Requests. I have 2 questions: 1. I'd like to visualize in the html form all the active Categories (and related Subcategories) that a Requester can set. There is an operation (an hypothetical "getAllCategories") to do this? Actually, I'm doing a direct sql query on DB to get categories, but i don't like this workaround.. 2. It's similar to 1. question, but about Assets. I'd like to visualize in the html form all the Assets related to Requester. There is
Service Catalog - delete question
Hi How do I delete a question that is created in Service Catalog, Add Resource and with Add question? I have a lot of questions that is wrong. //Peter
Warn users who try to pickup a ticket if the ticket has been picked-up moments before
Currently there is no warning when you pick up a ticket which has just been picked up (and gui updates are no more often that 3mins so it's easy to miss). Can this be added as a feature? In the meantime is there any existing functionality which could be used to alleviate this (such as mail notifications to a group when a ticket is picked up)
wrapper.conf Java Heap Size
Hi I am running SDP on a server with 2gb memory. My Initial Java Heap Size is 128mb and my Maximum is 512mb. Is this enough or should I increase it? Thanks.
MSSQL query - help needed
I have the MSSQL query: closed requests with group "Analityk HD", mode "WebForm" or "e-mail", with more than one change of priority. It works fine in SQL Server management Studio, but it doesn't work in ServiceDesk 8.0.19. query: SELECT CAST( SUM(A.changeonly) as FLOAT ) / CAST ( SUM(A.total) as FLOAT ) * 100 '% zgłoszeń z wielokrotną zmianą', A.FINALDATE FROM ( SELECT count(DISTINCT WO.WORKORDERID) changeonly, 0 total, CONVERT(date, dateadd( s, CONVERT( INT, FLOOR(wo.COMPLETEDTIME/1000) ),'1970-01-01
Survey Overview Report
Hello. How come...when a survey has a Satisfaction level Summary of 10, why does it show up as a 9 rating in the Survey Overview Report? From what I found on the forum, "rating, is nothing but satisfaction level." Much thanks.
Solaris 8 Support
When I use the scan analysis on a Solaris 8 machine, the hostname changes to-f. I have brought many problems, for example, the fall in production systems and utomatic backups stop working until change the hostname again. Any update? Thanks.
Apporvals in service catalog
dears i have problem with send approval to department heads i configured everything in workflow of each service catalog and I'm sure from configuration when any user open request from service catalog should be after add request , approval email go to department head but this not happen , i want know whats problem ? & how i i can solve it ? note: in workflow i selected my manager and department heads and approval email go to my manager only thanks
Create a Query Report Showing Approved and Denied requests and who approved/denied them
Hi My compliance department has asked if we could create a report once a month for them stating what requests their team has approved or denied. I have had a quick look through the forum and found the following script to be perfect, apart from the the fact that it will not pick up who approved the request, stating N/A in each occasion. So basically I need the report to list * Request ID * Title * Requester * Request Date * Approval Status * Approved By On a monthly basis. I believe I need to ask
Additional field not reflecting.
I have added new field under requestor details. But it is not getting reflected while creating a new ticket.
SDP – any way of not creating a ticket when Email is received
Hi all, first posting on here so go easy on me ;) Not long started with current company and we have ServiceDesk Plus (7.6.0 B7600 – know it’s out of date), so I’m still feeling my way around the software and comparing it to other helpdesk software I’ve used. 1st question is …. Is there any way to set SDP to “NOT” create a ticket when incoming Email is received, basically we can get a lot of Emails from different people all on the same issue/subject (non-IT internal workflows cause this, nothing
Pending Issues
Hi, If issues are pending after half an hour later, I want service desk to send e-mails to the related group and their manager for escalation. How can I do that? Thanks,
No technicians in drop down list now I have implemented sites
Hi all, I have recently configured ServiceDesk Plus for the sites feature. If I create a new request, or click on the 'Edit' button on an existing one, the 'Technician' drop down list is empty and any existing technician assignment is removed from the request. All technicians are currently associated with all sites and also with the 'not in any site' option. I can set a technician when I am just viewing the request (and click where it says 'Not assigned') - then the drop down list is correctly populated.
DonwGrade SDP Build 8017 to Build 8016
Hi!! I need to do a bakup restore but the backup file is done on the build 8016, how can i downgrade the SPD build 8017 to build 8016?
Exchange Server with ServiceDesk Plus
Hi Support Team, Can we use Exchange Server on SDP without enabling POP service? regards, - Tuyen
Backing Up Data for Re-installation
What data needs to be backed up to re-install the server on Support Center Plus and Service Desk Plus? -Zack
New request using REST API
Hi all, I'm not practice about REST API, so I need some help. I'm trying to open a new request using http post method, but I don't know how to set the parameters. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request" method="post"> <input type="text" name="subject" value="test subject"> <input type="text" name="description" value="test description">
SLA
when I create SLA it will be applied to the newly created request as per the criteria. is there's a way to apply the SLA on the already exist requests.
Contract Mgmt - Maintenace Cost
Is possible to input a single asset maintenance cost? Regards
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