Support Center Plus Get Archived Requests to Appear in Summary Reports
Is there a way to get requests that have archived due to age to show up in annual summary reports? Is there a way to turn off the archive functionality, and/or revert a request from an archive back to an active? Thanks in advance for any help. Your Version : 7.9.0 Build Number 7939
block hours contract billing
Is it possible to set up a billing method for Block contract hours? We have quite a few clients that purchase time in blocks of hours and work is done against that time until it's used up and they can then purchase more. I don't see any way to wrangle the current system to support something like this. If you know of a way, please let me know. Thanks.
MESD won't start
Please I just joined my server to the domain and now SD won't start any one able to advise me
OpUtils Active Directory OU authorization ?
Dear OpUtils users, is there a way to link OpUtils only to some specific Organizational Units in Windows Active directory for the WMI calls and IP check? We will never have domain admin type of account in big international enterprise and only have admin access to several top level OUs, so the checks could be pointed to listed OUs. Is something like this supported or planned to be supported in OpUtils? I am now evaluating the product and all the features do work perfectly, only AD integration is
No data to draw a graph.
Hello dears i have a problem on some interfaces, the data is available on the interfaces but the graph showing as below.
SAP with SAPROUTER
Hi, We are evaluating your software to access to a SAP ERP Application Server, but we need to connect to this system using an SAPROUTER string. i.e.: /H/999.999.999.999/S/3299/H/0.0.0.99/S/3204 Where: 999.999.999.999 = public ip of Saprouter machine 3299 = port of saprouter 10.0.0.99 = local ip of SAP Application Server 3200 = port of SAP Application Server Is there a way to do that? Thanks in advance, Roberto
Department Link
While setting up a notification response, I noticed that when I choose the content variable "Department" it shows up as $UDF_CHAR5. When I get the actual response though, it doesn't show anything for where the department is meant to be. Does anyone know why this is and can you help me to get the department to show in a notification response? Thanks, B
Asset Last Modified Date / Modified By
Hi, I was wondering if SDP tracks when the details of an asset was last modified and who it was modified by. This would be very useful for auditing purposes. By this I do not mean when the details were last updated due to an asset scan but rather someone updating details of an asset like the Acquisition Date, Cost, Invoice/Order Number, etc. I don't currently see this information displayed anywhere so I fear that it is not being tracked but I am hoping that I am wrong. If it is tracked, please let
Dashboard
I see an option to get dashboard stats by Account. Is there a way to get Dashboard stats by Support Group? We have different departments that handle different problems. They each have different managers and it would be helpful for them to be able to see stats that apply to their group only. Also, can the dashboard be customized?
Purchase orders to assests
Is there any way to assign equipment from purchase to scanned assets? For example: We've purchased 10 HP t620 thin clients Now they are scanned by SD as assets t0001.domain.local, t0002.domain.local.... how can i "say" to SD that these scanned PCs are from that purchase?
Purchase Order without creating asset
Is there a way to use the purchase order module and order something so I can track my PO's through it without it creating assets?
Install ServiceDesk Plus Ubuntu
Ho do you install on Ubuntu server 14.04 via the console??? On mine it just starts the java virtual machine and then nothing happens further, this is after entering "./ManageEngine_ServiceDesk_Plus_64bit.bin -console" please help
Allow for dynamic assignment based on "current user"
I want my techs to log basic, repeated requests with minimum field selections required. To that end, an Incident template should allow me to choose to assign the incident to "Current logged on user" rather that the fixed list currently in use. The round robin and load balancing options aren't suitable, I want each technician to have incidents they log to be assigned to them automatically.
Categories for SLA
Hi. How to increase amount of categories for setting SLA
resolution description enhancement
Hi, I just wondered if it's possible to have an option to exclude certain description in tickets' resolutions. I have run a report against resolution description and quite often technicians put the below: "Done" "Resolved" "Completed" As you can see these are not correct so I need to find a way to prevent technicians providing the above descriptions. Regards Mario
9.0 Build 9039 - Cant assign announcements to specific user groups
when creating an announcement i dont have the option to select user groups this is all i see:
Configuring File Monitors Error
Hello, I want to monitor a file on a server, but when i set the file path, appears a windows with a error: "File not found", and i'm sure that the file is in this path. I attach a file to better understand. Thanks, Alex
Task Ddependecy Problem
Task dependency not working. I have configured 5 tasks. 2 tasks are children of 2 parent tasks, I am expecting that the 2 children tasks will only trigger (send email notification) when the parent tasks have been closed. This is not happening. As soon as the request is created/approved all 5 emails are sent out. Anyone else having the same issue?
reply/forward mail request id is in the subject but system create new request
sometime when reply/forward mail (request id is in the subject Ex. RE: Request ID :##1176## : RE: reset vpn ) Why system create new request?
Schedule AD/LDAP import once in every.... NOT WORKING
Hi, we use Servicedesk Plus 9041, and imported users from AD is ok, but , we want to schedule the import once in every 1 day, but when we click the button Save Schedule not do anything, is impertaive this feuture work. Any idea Regards Enzo
Text in the requester details
Hi all, I would know if it's possible to insert text in the requester details inside a incident template. That's because the client wants to distinguish between the data of the requester details and the data of another user. I'm not referring to fields that people have to fill, just text to read, more or less the same the text as "requester details" or "atachments" . Thanks
Failed to install agent on XP clients.
I tried to install agent from server to XP clients. always gets the error "Unable to get the agent status. Operation timed out." or "Can not find the network name". I can access the client via \\computername And I have tried install agent manually on XP client, but the agent could not communicate with server. Please help me out. Thank you very much!
Linux management - how?
Looks like you guys advertised Linux management with SP1 but I can't seem to find any documentation on how actually to use it. Can you direct me as I can't figure out how to add Linux clients?
Wrong Reply email address
Hi, I have Support Center Plus installed with three Business Units, I configure the Incoming mail server with an account named supportcenter@***.org, in the Business Unit in the Mail configuration I added the incoming mail address = ITsupport@***.org and in Reply-to-Adreess = ITsupport@***.org, When a representative make a reply int the Request the from mail address shows ITsupport@***.org, but when the user open his email the from email address was changed to supportcenter@***.org, if the user reply
iOS/Android App Login Failed
Hi Support, Have setup service desk plus, downloaded and install iOS/Android App, unable to login mobile app using LDAP Accounts. Have checked online manual, it required us to generate a API Key which I did, but still fail. Pls advise how can I resolve this issue?
LDAP Sync won't save
Using ServiceDesk Plus for the first time and really like the product thus far. Unfortunately i have run into an issue where I can't setup a Scheduled LDAP import. For some reason, when I check the box and put in a number for days (usually 1) and click save next to the line... there is no response. If i click off the page and back on, the checkbox and number of days are both empty. I have done this with both Internet Explorer and the latest Chrome Browser. Manual Importing of LDAP works perfectly
Sending mail using exchange 2013 SMTP
we are having problems sending messages from the support desk since moving to exchange 2013 logs from the exchange server imply that the support desk is trying to connect using a different port each time in spite of being told to connect using port 25. ports used in my recent trials include 53286, 53293, 53305, 53348, 53364, 53366 2015-05-05T09:57:36.293Z,SERV-EXCHANGE\support desk,08D2249FD6705866,2,10.49.4.46:25,10.49.4.37:53286,>,"220 SERV-EXCHANGE.domain.local Microsoft ESMTP MAIL Service ready
MERAKI MX 100
Hello team Its possible to add an MX100 to opmanager 10? thank a lot !!
Unable to link SDP
Hi, I am unable to link SDP from within OpManager. I receive the following error message: "Check whether the ServiceDeskPlus Server is running" and "Check the username/password is valid". The credentials are correct and the IP of our SDP server is also correct. Also, from SDP, I am able to "Jump" to OpManager. The build for our OpManager is 11500. Any assistance is greatly appreciated! Thanks, Jay
Purchase order - view permission
Is it possible for a non-technician to view a purchase order created by a technician? If so, how are permissions applied to allow it? When a PO is closed, you have the option to send an email notification to somebody which works fine but when the person receives the email notification, they cannot open the PO via the provided link to view the details of the PO. They receive - Sorry, you do not have the requisite permissions for the operation error upon log on. This is for internal use only so access
Report to extract tech involved in tickets
Hello everybody, I need to have a specific query to extract # of tickets where is involved a specific tech (In this example TECH B). In our internal procedure, this tech can only "work" on the request, but cannot close tickets. This is a sample of our procedure: USER open a ticket TECH A is the first tech that has been assigned to this ticket TECH A transfer the ticket to TECH B (the one I'm trying to have the report for...) TECH B works, put notes about the ticket, finish his job re-assigning to
Memory Utilization - How it is calculated?
Hello, Currently OPMANAGER shows that our application server is reaching 97% of memory utilization. From application support finding, the application memory utilization is within the range. The question is how OPMANAGER memory utilization report display, it is based on what parameters, “allocated memory” or “memory in use”? Is the OPMANAGER checking the actual “memory in use” or it counts all allocated memories as “used” too? Thanks Shahriman
About search feature
Hi, In ServiceDesk Plus, is it possible to search in conversations? I tried and couldn't find a result. For instance, a requester ask me to change something with a GSM line and wrote the line number as "123 1231 12 12". When I reply this request, I'm writing this number without spaces, like "12312311212". When I try to search like "12312311212", it returns no results but I know it is written in conversations. Version of ServiceDesk Plus is : Your Version : 9.0 Build 9017 Latest Version : 9.0 Build 9041 [Details]
Merging Tickets
Folks, Since we get requests via auto-ticket creation from email, our users will often ignore the receipt and forward the old message again when they would like a status update, generating a new ticket. In merging the requests, however, it isn't particularly easy to find them. Can we have a filter for Requests for this requester in the merge ticket box? Thanks, Adam
How do you escalate tickets
Folks, How do you escalate tickets? We are consolidating our service desks and thought that we could simply use the Level to move tickets from Tier 1 to Tier 2. However, there is no notification based on changing the level. Do people still use the level within the service desk? Do you make different support groups for the different levels? Thanks, Adam
Does AD360 pull information from ServiceDesk Plus?
My organization currently uses ServiceDesk Plus as a ticketing system (installed on a Windows Server 2008 R2 server). We are interested in purchasing AD360 for AD Management and AD Auditing and would like to download the trial version first. The question is: Is it recommended to install AD360 on the same server as we have ServiceDesk Plus installed? Will installing AD360 on the same server cause any problems? Or should we install the AD360 on a separate server? If AD360 is installed on the same
I'm missing the "new project" button
I've logged into the demo Enterprise edition, as all 4 account options. The "new project" button, and the entry in the quick actions drop down are nowhere to be found. Make it tricky to evaluate the projects module!
PolicyStatusLogon failure: unknown user name or bad password - Error Code:8007052e
I am a first time user and have added my domain and a domain controller. I have the yellow exclamation saying "Configure "Default Domain Controllers Policy" to enable auditing events for domain : XXXX click here" I click there and the following error comes up: PolicyStatusLogon failure: unknown user name or bad password - Error Code:8007052e I have followed the steps to configure it manually, which all settings were already set. The domain user is correct and not locked out. I am using Build Number:
5.2 to 5.3 Service Pack Update Fails
Just working through my evaluation, I attempted to upgrade from 5.2 to 5.3. The service pack says it updated successfully: May 6, 2015 2:11:26 PM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : Service Pack installed successfully But immediately following this line in the log file is a Java Exception error: May 6, 2015 2:11:52 PM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERRUnexpected Error. Please click View Log>> for more detailsjava.lang.reflect.InvocationTargetException
ServiceDesk Randomly Stops Working
Our instance of ServiceDesk Plus MSP keeps randomly going down, the service desk isnt accessible via its URL and the only way to resolve the problem is to either shutdown the service and restart it or to restart the server it is running on. Can someone please help as this is becoming a recurring issue and something must obviously be wrong.
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