Requests opened my me view for technicians
Hi, In our company, technicians also create requests sometimes. I want to create a custom public view as "Requests Created by Me" for technicians. But I don't want each technician typing technician name and creating a private view for them. As I told, it needs to be public view and apply any technician. It is present for end-users (requesters), but not technicians. Thanks
Report to show requests per hour of the day
I need a report to show requests per hour of the day for a filtered date range. So I can ensure that I have adequate technicians available during the day. E.g. 24 columns (1 for each hour of the day) showing total requests made and the ability to filter for the previous month or any date range.
Report showing hard drive usage
I would like to create a report that shows each laptop, the total hard drive size and the amount used. I'm changing our computer standard to SSD and could use this information to decide what size SSD drives to purchase.
REPORT: Counts of tickets based on highest priority set (ie priority history)
Our ticket handling strategy allows priority to be changed over the lifecycle of a ticket (example: moving a ticket from Critical to High). I would like a report that shows the highest priority setting applied to our tickets (incident and service requests). Example: TICKET --- HIGHEST PRIORITY SET --- SUBJECT --- DESCRIPTION --- ETC... Ticket123 --- Critical --- Broken printer --- Printer1 is not working --- Ticket23 --- High --- Upgraded monitor request --- I need a bigger monitor --- Ticket43
OPManager's schedule report suddenly stopped mail report to me.
Two years ago I have set the OPManager to mail a schedule report every morning at 7:00. And I have been receiving a mail every day till a month ago. And then suddenly the report mail stopped. I noticed this last week and checked the settings but nothing has been changed. Cold someone tell me 1.Is this happen occasionaly on OPManager? 2.How can I prevent from stopping the report?
GroupWise 2014 MSI install with Transform File
I am attempting to create a software package for GroupWise 2014. I setup a MST file using the GWTuner utility and then created a package. I pointed to the MSI file (groupwise.msi) and then used the option for the MST file that I created created (groupwise.mst which is in the same folder). I am testing deploying the software to my laptop. Using the default options I sent the install to my laptop and the deployment comes up successful. No matter what it says, the program is not installed on my laptop
Incident based contracts
Has anyone noticed any issues with your incident based contracts not calculating the number of used incidents properly? Or have you seen the contract change on an incident based on the expiration of the contract? Meaning if a contract expires while a request is open, should the incident be removed from that original contract and moved to the new contract?
Pop-up on field date
Hi experts, I'm using SDP 9118. I'm trying to set a control on a custom date field: I want that a pop-up (or another generic message) appears when the field is populated with a value > now+90 days. I tried using business rules, but I think is not possible. Any ideas? Best regards, Sutot
Use-case 28: How To Monitor An OU That Contains Privileged User Accounts In Your Active Directory
What are the essentials that complete user auditing and keep Active Directory threat-free? There is a fine line between auditing the changes of an account(resetting password, disabling, attribute modification, etc.) and auditing the activity of the an account(logon activity, authentication, service accounts, etc.). This will give you a holistic approach to user account auditing and monitoring in your Active Directory. Let's say you have an OU which contains privileged user accounts and any changes
how to replace logo at PO
would like to know, how to replace logo at PO template we would like to use our company logo instead of the existing default logo
Assign Technicians to tickets based on time of entering technicians to the office
Hi Dears in my transport department i need to assign tickets to my drivers based on time of they enter to the office and when they go out for the service they have to delete automatically from the technicians list and when they come back they have to added at the end of the list of technicians. I have about 100 technician at all but every they just about 50 of them will come to office and i want to check them with the time of entering.after they come back from the service the time of closing their
License Allocation Problem (number of installs stated != number of installs listed) [SOLVED] [FIXED]
There is a problem that we have been facing with the ServiceDesk Plus system for a few days now. We have been unable to allocate licenses, that we have purchased, to a machine that has the software installed on it. The software shows up as "Underlicensed" and states that 3 installations are "Unlicensed". We have 175 additional licenses that we can apply to these installations, but when attempting to view these Unlicensed installations, nothing is listed. We are using Version 9.1 Build 9105
Mobile app compatibility
Hello: Are the Iphone and Android applications compatible with ServiceDesk build 9035.... Thx Kristen
Pre-Load Packages - vs. - Schedule Config
Hi @ all, I have a question about how scheduling and preloading packages can work together (if they can?)? I usually deploy MS patches with a scheduled time, so that the patches are installed on all clients at the same day during startup. For Example: Monday I announce Patches for our clients for tuesday. On Monday I create the config for patching and set the schedule for tuesday 01:00 (in the night = will install at first startup at tuesday)! Now in your webcast you said that we could activate "preload"
Requester Edit Service Request
We have service request template for new employee requests, i have fields such as start date that may change as time goes on. When the requester (HR) goes back in to the request they cannot edit these fields and there is no way for this to happen unless they reply and I update it. Is this by design?
Service Catalog
We're currently using Service Catalog to request purchases order requests and track them through purchase orders. Is there a way to turn a regular email request into a service catalog request. e.g. User emails they'd like to order a PC it creates a Servicedesk request. This should be a Service catalog request. How can we change this to a catalog request for a purchase
Edit Survey Responses
We had a user that must not have been paying attention and selected Very Dissatisfied instead of Very Satisfied on her survey about a request. Is there a way to edit the responses to correctly reflect how she wanted to answer? Or is there a way to just remove the incorrect survey?
Choosing the right DataBase
Hi, We have na instalation and we use every ServiceDesk modules. We have 8,000 assets in inventory, nearly 90 technicians, about 92710 tickets were registered in 2 years and our databese is MSSQL . Now we want to make big changes and we are willing to do a fresh install and I need help to answer the question : What is the advantage of using the diferent databeses with servicedesk (Postgres, MSSQL or MySQL)?
Workstation scan
Hello, There is a problem, after the removal of the workstation of assets, it is not re-scanned. Can I fix it? Thanks.
Cannot update properly
I ran the Update Manager from within the program. It updated (supposedly). I then start the service and login. I go to Help and check my version and it says I'm at 9216 but should be 9217 What I am trying to do is transfer the data from another server which does display as 9217 and available is the same. How can I change the 9216 to read correctly as 9217. I did try again but it says its already updated. I then tried to restore the data and it never completes. Says: Unable to restore database .\server\default\conf\snmpconfigurations.xml
SLA Problem
Hi My SDP Build number is 9049. i want SLA for change my technician to more than one technician for example in step one, if technician cant do the request or don't do any thing about this request (for example after 5 hours) the technician change to another one and in step 2 if second technician do nothing (for example after 3 hours) the technician change again to new one and do this for 4 step, until request goes to last technician that he/she is manager of all technicians. when i want to use SLA
Page Isn't working
Hi Dears In the user groups when i set more than about 25 requester to the user group,the preview doesnt work and show me Page doesnt work instead of showing list of users. How i can solve this issue? is it my problem and i have to use more than one user group or its a public problem from servicedesk plus? Thanx
Limiting the number of requests 'In Progress'
We have just recently added Field and Form rules to our Manage Engine incident templates to allow that when a technician picks up a request, the status of the job is automatically set to 'In Progress'. However this is leading to staff having multiple 'In Progress' requests in their name, rather than placing a request 'On Hold' before moving onto another request. I currently have some technicians with 20 requests assigned to them, all showing the status as 'In Progress', I want to limit that if possible
Mobile App for Android - Monitor Groups Times out
Hello, I can use all other features in the applications except for monitor groups. I have even limited it to just one group, to see if it was too complex, and it doesn't load. I get a popup saying it timed out, and then shows no monitor groups. My user has correct settings and can access via webconsole, i have also tried the administrator account, also not working. Any help on this would be appreciated. Best regards, Carlos Shrimpton
Database Query Monitor
Dear all, I am trying to find a solution for following problem: We are using a query monitor to give us an overview about failed transactions from last day. Examlple: TokenNumber Client Time Message 1234 A Jun 23 2016 5:42PM E 2345 A Jun 23 2016 2:40PM E 3456 B Jun 23 2016 2:47PM X 4567 B Jun 23 2016 3:43PM X 5678 C Jun 23 2016 4:07PM X 6789 A Jun 23 2016 4:24PM X that means that the day after it will be completely different: TokenNumber Client Time Message 9876 A Jun 24 2016 4:42PM E 8765
Talk ITSM | ServiceDesk Plus webinar series
A completely free, 3-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 3 parts, scheduled for the 14th, 21st, and 28th of June in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Getting started with ServiceDesk Plus About: Broad overview of the product and basic helpdesk challenges.
Custom Scripts for Rules on Request Templates
I see that there are some examples of scripts when you go to create a template. Are there more that what are listed? This is what I want to do. Create a template with a custom drop down menu. For this example lets say AirWatch. Once you pick AirWatch it will auto pick the build in Category to "Server Software" and Sub Category "AirWatch" How would I do this? I can use the built in script to see the "custom drop down menu item but the action to change the two categories isn't listed.
Add task via API
Hi guys, How can we add task via API? We can not find the documents about task API.
Technician Email replies appear as Anonymous?
We have an odd situation here ( SDP 9.2 Build 9204) We have multiple technicians who are working fine. We have a single tech who is exhibiting weird behaviour. 1. Requestor creates a new ticket 2. SDP notifies Requestor of new Ticket creation by email 3. Ticket is assigned to Technician 4. Technician is notified by email about ticket Assignment 5. Technician replies to the Email Notification *by email* 6. SDP shows the email in the ticket as 'Anonymous User' rather than 'Technician', and the message
REST API-How to hangup a request
i create a requesttemplate have 4 status ,one of status is hangup i try to editing status of the request ,but the response is <operation name="EDIT_REQUEST"><result><status>Failed</status><message>Error when editing request details - Exception while updating Workorder. null</message></result></operation>
Device name empty - "no show all raports" button
In attachment, can't enter "show alll raports"- no button. ;/.All the days even previous also.
Importing requestors from AD where it was previously disabled
I am looking at re-enabling the AD import feature in SDP. We disabled it a while ago (years ago) because of some issues we've had with it. Since then, we've been adding requestors manually. I would like to re-enable this feature. I would like to know what exactly would happen with our existing requestors. How does SDP compare existing requestors with users in AD? Is it strictly by username? And how is the site mapped? Is it by a specified AD field? Thanks!
Is there a way to require a minimum number of words in the resolution description?
Is there a way to require a minimum number of words (or characters) for the resolution description? Ideally, this would be template specific. We have too many people saying "Done"....which isn't very helpful :)
Set a duration for Automated Patch Deployment
I would like the ability to set an duration for the Automated Patch Deployment tasks. Many of our computers are laptops and customers will be gone off our network for 3 or 4 days before returning. I would like to be able to set a time limit on the length of time that a task waits to run. For example, allow the patches to retry for up to 24 hours after it begins in 1 hour increments. Currently when the people are coming back many days after a patch deployment they will get patches and reboot. If we
Use-case 27: How To Delegate Permissions In The Active Directory For Users/Groups/Computers And Revoke Them Easily
Delegation is a fanta-bulous feature provided by Active Directory to assign permissions or rights over an OU or an account. Let's say we assign permission to reset passwords for all users under an OU, to another user. This delegation wizard will substantially reduce the time consumed by an IT help desk to respond for a password reset ticket, as his sidekick would share and bear the load. What are the advantages of Active Directory Delegation? Rather than adding users to a privileged group, for
Technicians listed also as requesters
Any idea if this is possible? Thanks
login problem in android
Hello All, Im new to this software and would like to configure this service on my Android Mobile can you please help me out..
Error modifying workstation
Hi, I'm using SDP 9118. I correctly discovered a lot of workstations and servers. Now I'm trying to manually modify the description, but when I save I get this error (see attach): "FAILURE: Problem while saving workstation details Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Suport -> Create Support File" Can you help me? Best regards, Sutot
Assign group to a new issue via API
Hi all, We are using the REST API in order to create new tickets from alerts sent by our monitoring system. We can create new issues and assign technician to them, but we can't assign group to these issues. Below the XML being sent with the request: <Operation> <Details> <requester>Monitoring System</requester> <subject>This is a test</subject> <description>This is a test description</description> <category>Services</category> <subcategory>Internal Services</subcategory> <item>Helpdesk</item> <priority>High</priority>
Difficults to create sound notifications
Dear, We're trying to create a sound alarm on Opmanager, but it doesn't work. We create a "Run program" calling java to execute the audio file, but it doesn't work. We used the follow command: Command name: ./jre/bin/java Program attributes: -classpath ./classes/OpManagerServerClasses.jar com.adventnet.me.opmanager.server.alert.AudioNotifier ./conf/application/scripts/MySoundFile.wav PS: We wish play the sound on client web navigator (remotely) If we call the command above in a MSDOS using Java
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