ServiceDesk Start Page
Good Day! Is there possible to change start page of SD? Request page but not the Home page? Thank You.
Business rule - take messages from an email address and assign to a site
I have two email addresses beefing the email submission on my help desk. I have business rules which assign to a group and add a template to the request depending on which address it comes from however I cannot assign a technician until I assign a site. Is there a way in business rules to assign a site? Thanks!
Would be great to stop the generating report to set filters in advance
Hello, If we want to search in a report for a specific date and another field, we have to wait to for the default view to load all data, set the filter date and after loading all data, filter it by other field. That is a problem if you have many data and filter date is a long period. IT would be great to be able to stop the loading data to set the filters in advance. Regards,
Import Organization on MSP Edition
Hi, we have problem when import organizations by csv file. The csv file is ok and the import work fine but import only a one organization and not all present in my csv file. This is the error on log file [13:22:50:318]|[01-29-2016]|[com.adventnet.passtrix.client.action.ImportOrganizationsAction]|[INFO]|[71]: Problem in initializing the SequenceGenerator for the tableName : AaaPasswordRule| What is the problem? Please give me a feedback for this problem
Problem import Organization on MSP edition
HI, we have a problem when import the csv file with my organization. The import work OK but import only one organitazion and not all. What is the problem?
User Survey Settings
Hi All, Is it possible define user survey option for specific users? (not for all)? Thanks.
Can I change the Logout URL?
Hello: When the requestor or technician logs out of SDP, I want to send them to our internal intranet site. How do I change the logout URL from taking them back the SDP login screen? Thanks, Eileen
Custom Menu option to assign a request
Is it possible to create a custom option in the Request Action menu to assign a request to a particular support group? For example "Assign to Development Team" or "Assign to Network Team"? I realise that this will only save one or two mouse clicks, but our old helpdesk tool had custom buttons to assign incidents to 2nd line support at a single click, and our service desk staff are now complaining that they no longer have this feature since we moved to SDP. Personally, I don't think it is a big deal,
Best way to import old PMP server data to new server (Migrate Windows Server 2003 to Server 2012)
Hoping someone can help me here. We have a REALLY old build (so old it is no longer supported for upgrades) running in production on a VM that is Windows Server 2003. We need to move to server 2012, and I am trying to take advantage of that opportunity to also start using the latest build/version of PMP. I tried creating a clone of the 2003 server and then running it though all 19 upgrades to get it to build 8100 and converted the backend DB to PostgreSQL. I then ran a full backup and tried to restore
Request approval bug
I'm using SDP 9118. I went to resend the approvals for one of our requests. Of the 3 people that were designated as approvers, only two of them needed to be sent the approval request email. When I check those two users and clicked the Send button, I noticed the "Sent on" date for ALL of the approvers was set to the current time. The very first approver shouldn't have had the "Sent on" time changed since I never sent an approval request to that person. I've included a screenshot. Maybe this is expected
ERROR on restore Please help
I have restored backup, Database - my sql express 2012, build 9200 after restore i get this error, screenshot attached please help
Incident Templates - field and form rules
Is there any options like the ServiceDesk Plus to be able to have Field and Form Rules for Incident Templates?
ADSelfService Plus 5.3 Build 5310
Hello Everyone! We are excited to announce the release of 64-bit version of ADSelfService Plus. The latest build – 5310 – includes a 64-bit version for download, which will provide improved performance for users with 64-bit systems. Furthermore, you can now deploy ADSelfService Plus mobile app to end users mobile device directly from the self-service portal. Read on to find the full list of features and bug fixes in this release. Features: ●64-bit version of ADSelfService Plus for Windows is now
Instructional field for Technicians
Has anyone attempted to create an instructional field for their Incident templates? Use case example: When a user calls in to request a password reset, our techs are required to confirm the customers identity. We'd like to be able to attach a non-editable field to the Technician view of the request that calls out the requirement. The field should also stand out from the rest of the form (i.e.; red and bold font) .
Requester changed to technician diasppeared
I performed a 'Change as Technician' on a requester in my system and the user can no longer be found in the Configuration Wizard - Requester List, the Configuration Wizard - Technician List or any of the 'Technician' dropdowns in the system. The "invisible user" is still able to log in to the system and is presented a Technician UI. I can no longer manager the user as a technician, i.e. add the tech to support group, etc. I can find the technican with the following query: select hw.technicianid"Technicianid",a.first_name"Technician",sd.status"Status"
Is there a fix the copy/paste issue in SDP?
SDP Dev Team, It's so frustrating for our customers, employees, and technicians to constantly run into issues with the copy/paste functionality in SDP. Our chances for fast resolution are greatly increased by having that image, and it's so cumbersome to constantly be faced with not having the ability to simply paste into the description. We all know about the work-around of opening some third-party application, like paint, and pasting into it and then copying and pasting into the SDP, but it's just
Viewing content of all Conversations in a Request?
I am new to Service Desk Plus. Is there a way to view the content of all Conversations for a Request without having to open each individual Conversation? Thanks, Bob
New scanned Assets not showing up in any asset list after change Produkt type
Hello, i found a problem, when changing the product type. I scanned an Airport Express, SDP recognize it as "NETASQ IPS-Firewall" and sort it in the "Firewall" product type. If i change the product type of "NETASQ IPS-Firewall" from Firewall to Access Points, everything is correct. But if i scan another Airport Express, the asset is correctly sorted into Access Points, but it doesnt show up in the list nor in the Firewall list. If i change the product type of " NETASQ IPS-Firewall" from Access Point
Show IP address Reuester
Hi everyone, Is there possibility to show the IP address Requester of which create request? Regards, Paul Mroczek
Resulation Tab after upgrade to 9200
Resulation on tickets are empty in ServiceDesk since the upgrade to version 9200 Language is Turkish
Summary Type Stopped working with 8004
When I run my reports I have Tim Spent and Amount. They are no longer working. I use to have a Summary Report line at the end of the report that added both the columns. But now it is gone? Thanks Tom
initiate two requests from single template
Dear, I want to create a template that would open two requests, each assigned to a different group with different tasks(etc.). Sincerely,
Asset details in custom report
I have a request where a user can select hardware and other stuff under Asset Details. When I want to make a custom report of the requests, "Asset Details" is not a field I can select. All other fields, such as subject, description and what else is no problem. Asset Details seems to be the only one missing. It seems I have to make a custom query, but I don't have access to the database and don't know the layout of it. Any help would be appreciated.
Build new or fix old
We have an instance of Service Desk Plus that is between 5 and 10 years old. It has a lot of issues ranging from duplicate requesters to messy/ inefficient categories. Should I build new or try to fix the old? If I build new, I would like to do a “side-by-side” build in alongside our existing instance. When completed and thoroughly tested, I would then cut over to the new instance and shutdown the old one. If you’ve done this before, would you be willing to share the steps that you took and lessons
Slow loading of Servicedesk results in failed AD integration
When are you going to resolve the issue with the slow initial loading of the Servicedesk??? We are now on week 4 with this problem, and its giving us a lot of issues with end users. If this is not resolved soon we see no other way then abandon Manageengine and finde another servicedesk system.
Not getting any results from deployed agent
Hello, I have deployed an agent using user domain account that is a member of domain admins group which is a member of local administrators on target server. Installation was successful and am I am able to remotely start and stop the agent. When I initiate host scan from Log Analytics console it simply run continuously and never ends. What might be the reason? Can you please advise? I have no results from that host at all. Kind regards Marcin
Incident Template Auto Assign to Group?
Is there a way without using categories (then a business rule) to automatically assign an incident request form to a support group once submitted. I currently have it setup using Categories and 2 Business Rules on the default form but that means I loose one level of the categories which I really want to make proper use of. I have an Estates Team and an IT Team, so I want to create a separate incident request form for each (Estates Request and IT Request) which when submitted automatically is assigned
QUERY: Request to change query to include technician selection
We use this query to show all worklogs for all requests and projects. It is grouped by technician can you update it to allow me to run it for only one technician? Thank you. SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN (tk.TASKID) IS NOT NULL THEN (wo2.TITLE) ELSE (wo.TITLE) END "Title", (wof.UDF_CHAR2) "Ticket Type", (pd.PRIORITYNAME) "Priority", (wof.UDF_CHAR8) "Site", (qd.QUEUENAME) "Group", (scd.NAME) "Subcategory" , CAST((ct.TIMESPENT) AS FLOAT)/1000/3600
Can we change contents of Yellow Box on request screen
Currently it only shows Status and Priority -- can we add other fields to this yellow box ?
Interface data is not available -opmanager
Hi All, I have a problem on some interfaces, the data is available on the interfaces but the graph showing as below. I tried rediscovering the interfaces,adding the devices and repairing the database. But issue still persist. Database is POSTGRESQL.
Import projects and project tasks
Is there a way to import projects (milestones, tasks, etc) Before using SDP, we used spreadsheets for our project list. Is there a way I can import this like we can do for incidents or contacts? Thanks, Dan
Helpdesk Manager Rights
Maybe I just don't understand this structure yet but if I give my helpdesk manager SDadmin rights so he can create the helpdesk ticketing system I have no way of restricting him from things that are not Helpdesk . This is a big problem because I could never use the features of Professional to Enterprise which have nothing to do with the Helpdesk Mananger; like Purchase Management, Contracts, Change Management. Can ANYONE help me understand this. I am really lost and thinking this solution is lacking
SDP On-Demand - source IP to allow SMTP traffic through firewall
We have just moved from Exchange 2003 to Exchange 2010, and outgoing (SMTP) mail is not working from the SDP On-Demand application. We need to open up port 25 on our firewall so the application can talk to our Exchange 2010 server, but would like to lock down the firewall access to either a single IP or a block of IPs as used by the SDP On-Demand servers. Is is possible to get a note of these addresses, so we can get this working? Thanks Doug.
SDP On Demand version removing technicians
Hi what is the best way to handle when a technician leaves a company ? Should we Removing the technician name completely ,or does this have some impact on the tickets he was/is working on Convert him to a normal requestor or is there some impact on existing tickets ? Thanks Rik
Cisco UCS C200 M4
Hi, I need help to monitor 5 Cisco UCS C200 M4 Servers in OpManager. I already have opened a case with support but they doesn't give me answers. They just said that if I don't have UCS Manager I can't monitor the cisco ucs servers via UCS. But I really need an alternative urgently, I am trying to monitor the servers via SNMP, to do that I do it the following: I created a new device template. I associate the oids to the template. I upload all the MIBS to the OpManager server. Then use the MIBS tool
cancel a request approval
Hi How can i cancel an approval once i configure the approval stages for a Service Request, I tried every option and it doesnt let you (once you click save configuration) Thank you
Service Desk Survey Form
Is there a way to modify the information displayed on the header of the User Satisfaction Survey form? We would like to include the Technician Name on the form to the right of the line after "Closed on". Request ID 45369 | Created on 26 Jan 2016, 06:36:07 | Closed on 26 Jan 2016, 06:36:30 | Technician: Smuckatelly, Joe Our users enter alot of requests into the system and they would like to be reminded of the which Technician performed the work. Thanks Croz1960
E-Mail Notification for Support Groups
I have checked the option "Send Notification to group technician(s) when a request is added to this group" for a couple og my support groups. I have also chosen two technicians which shall be notified. Unfortunately ServiceDesk does not send any E-mail if a request is assigned to the group. I have already verified that the application is able to send E-mails. Best Regards Rolf-Achim
Rest API
I notice that a Full-Fledged REST API for all modules has been in planning for about a year now - is there any progress on this? API functionality for a cloud based application is very important. If you have any further information on when the REST APIs might be available?
Convert incident to service
Hi, Is it possible to convert multiple incidents at once?
Next Page
