Auto assign group based on technician
A nice feature would be a setting to automatically populate the support group when a technician is selected. When our staff picks up a ticket often times they forget to select their group, which leave gaps in the reporting (We report on Support Group productivity).
How do I downgrade from a service pack?
I need to downgrade from service pack 8213 to 8212. We a have database the was configured using the 8212 service pack and a new install servicedesk install that is running 8213. When ever I try to attach the database it gives the the error message that the service packs don't match. I don't have access to that 8212 instance anymore and need to revert back to 8212 to connect the database. Is there any way to accomplish this?
Resolution emails
Hello, When a request or incident is resolved, can you have it set to automatically email an external email address e.g. a vendor? Reason being, a vendor would like to be notified everytime a certain type of software request is resolved. I've looked under Business Rules, and in the Resolution Tempates - but the only way I can see how to achive this is to manually populate the Email ID: field in the case before it's resolved .. which is not ideal, and can easily be missed. Is there another
Cannot import requests from .xls
Hello, I am trying to import requests from a .xls file and I get the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
Windows Monitoring Fail to Open
Hello! I tried to use windows monitoring. However, it can't open in my computer. How can I open that in windows 8?
Project-Related tickets
We are looking at the Project Management module for ServiceDesk. A very critical component of this is time tracking. Can our IT staff, that use ServiceDesk, mark tickets as part of a project, and have the work logs for those tickets roll into the project time? Thanks, Dave
Tabs issue in ADManager 6.1
After i installed Any Build of 6.1 AD Manager Plus. When restore database from old version, we are not able to open two tabs ADMGMT and Admin. In Home Tab i am getting following error :- [ServletException in:/jsp/dashboard/Dashboard.jsp] LayoutTag: JSONObject["LAYOUT_ID"] not found.' In Admin Tab :- it is not opening. Its working fine until unless we restore db from 6.0 . Hoping a solution.
Can't add host server (duplicate)
Hi, in my installation i cannot add a new host (the error is "duplicate"). In fact, it shares the ip with an older host that has been removed. I have artificially setted the ip for this new host (hosts file on windows machine) so it can't be equal to any previously seen... and yet it keeps marking it as "duplicate". Any idea?
Using the API
I have a question about using the API for Service Desk Plus. Can I use a C# application to add requests? Is there any C# sample code that I can have a look at that anyone knows of? Also, can I just construct a string with parameters and then pass this string to the http://assist.optimation.co.nz/servlets/RequestServlet http address?
Servlet API - Add Requestor
Trying to add requestor through the servlet api, but I am getting this error when submitting the form using cURL: "<operation><operationstatus>Failure</operationstatus><message>username cannot be empty</message></operation>" cURL command: C:\cURL>curl --data-urlencode "operation=Addrequester&name=Demian Quinonez&emplo yeeId=xdemian&description=CRMLS Roster Import&email=demian@crmls.org&phone=xxxxx&mobile=xxxxx&site=www.crmls.org&departmentName=MRML&jobTitle=AG&r equestViewPermission=OWN
Servicedesk plus login/password popup on Windows and tomcat configuration
Hello, I have an installation on a windows server. Servicedesk plus loads up fine if I visit the site using the computer name in the URL bar. But if I visit the site using a host.domain name ex... servicedesk.company.com, then I get an additional login/password prompt pop up box. The idea we're pursuing is that the URL presented to the Tomcat server doesn't match what it thinks it is and hence the login/password prompt. In the BSD/Linux world, I would normally add a ServerAlias statement to the
ADaudit not synchronizing with AD
How often is ADaudit supposed to synchonize the computer and user accounts with AD? Because ours apparently isn't. When I click on Configuration > Configured Workstations > Add Workstations, I am given a list that includes workstations that no longer exist in AD. This presents a problem when trying to add new systems.
Network transmitted speed
I'm getting lots of warnings like this, how do I remove? Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
Save Changes Does Not Work on Home Tab
I click edit tab and then click on the home button. I then give it the url for a custom dashboard and click ok. Next, I click the Yes next to save changes in the yellow button above the tabs. The url does not get saved to the home tab. Why doesn't this work?
Advice sought on the use of SDP to manage team tasks and small projects
Hi All, We currently use SDP's Request module to record requests and incidents raised with our helpdesk team. I manage our server and network team, and would like to use the request module to keep track of my team's miscellaneous tasks and small projects. I'm thinking of creating a new Request Type of something similar to 'Server Team Task' and perhaps creating a new custom priority. The idea is that all of my team's tasks can be logged within SDP, allowing my team members to view and manage their
Exporting Assets with Software Info
I have service desk pro on multiple networks and need to centralize all the assets into one location. I have been able to import some asset information by using the reports feature and saving as a csv. However, I have not found a way to export assets (workstations) with software information. Is this possible?
Windows host device not connecting to ELA
Hello, Need some help on this issue. There are around 20 Windows hosts added in ELA, few of those are connected and logs are collected for those hosts. But there are few which shows access denied message when verify login at Edit host page. I have gone through documentation, other forum questions and checked all settings are fine. Could you please help what is missing?? A complete list of settings at target device and ELA server would be a great help. Thanks Mahendra Pratap
How to disable host from collecting logs
Hi, I am trying to stop a host from collecting host from host list. Once the host is disabled from host list, its no more highlighted but still keep collecting logs and log count is increasing continuously. Also there is a a green tick mark for status. Could you please let us know if this is the correct way of doing it or why it is not disabling host to collect logs. Regards Mahendra Pratap
HP warranty lookup not working on 80279
I've found that after updating to version 80279, the HP warranty lookup is still not working (despite being in the release notes). This is because the agent is not gathering the HP part number, only the service tag. Both are needed to query the warranty. If I manually enter the part number, it works fine after refreshing the page. I have rescanned HP computers with the current agent version and this data is not being picked up. It can be obtained via command line with the following command: wmic
Should I be able to associate more than one PC to one license ?
If I correctly understand the Named User License I should be able to associate une license (Named user license) to more than one PC if the PC is associate to the same user. Software with license per user can install the software on more than one pc, I currently cannot do that Please help Frikdel
Servicedesk plus - issues
Hi, We're using SDP for almost a year now. Works fine, except from the issues and bugs. I don't have a (big) problem with bugs, if they are getting solved. The problem I have is, with every update/hotfix that we're installing, we're getting 4 or 5 new issues / bugs.. I don 't know what's the testing procedure is before releasing a now hotfix, but I think some hotfixes are not very well tested. Now, we've installed build 8213 and we've already send 5 new tickets to the support with new issues since
Changing Details on Requesters as a "Group Selection"
Do anyone know if there is a way to change an item on a requesters details as a group or group selection. I need to change Depending on title wether a requester can see only his own tickets or all for his\her department. Thanks Everyone
Vendors Missing After Update
We recently updated our ServiceDesk Plus app to version 8.2.0 Build 8213 and all vendors are missing when adding new equipment under Workstation.
E-Mail Commands - Business Rules and Command Removal
Hey, i'm just testing the E-mail commands and it's working as expect in that i am sending an e-mail with @SDP@ in the subject line and just ACCOUNT/REQUESTER/TECHNICIAN in the body of the message and the new request is being created with the correct account/requester/technician but: We have business rules and notifications in place so that if a request is assigned to technicians they are notified but this notification is not being sent even though the technician is assigned. Is there
Customised Self Service Portal content
We've often been asked by our customers about customising the Self Service Portal in ServiceDesk Plus. If this is something of interest to you take a look at our blog post below... http://set3manageengineuk.blogspot.co.uk/2013/11/make-servicedesk-plus-self-service.html It would be interesting to see what wonderful/interesting information you might put in your Portals so please share your ideas with the ServiceDesk Plus community? All the best set3 Solutions
REST API for Categories
I am trying to write a PHP script to pull all of the categories for SDP that are not deleted. I need PHP to create another XML feed that looks something similar to: <category>Primary Category 1</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> <category>Primary Category 2</category> <category>Primary Category 3</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> and so on I know how to make the XML but I am having trouble parsing through the SDP XML with PHP. My script is
Is it possible to delete the right panel for users?
Hi, one of my customer asked if it is possible to completely delete the right panel for users. See the attached picture. Regards, RD.
Mail Fetching died
Our Mail Fetching has died. Message in log file; Module = MAIL_FETCHING Occurred at = Thu Jun 12 15:15:49 PDT 2008 Probable Cause = "Mail fetcing is delayed ....due to start time and finish time is ZERO" Performed by = SYSTEM We need this fixed ASAP, please. We are running 7015 on Windows 2003 with MSSQL. I have sent an email including our logfiles and have also left a voice mail message with your tech support department.
Approval request template Enhancement to....
I think it would be great if when an approver clicks on the link within the template and the window opens with the description and listed conversations that the list of all approvers be shown along with their status ie) pending approval, denied, approved. Should also show any comments they may have made Also an approver should be able to add a comment without having to approve or deny a request. In other words they should not have to deny a request if all they need is additonal information before
Do not log job for email address
Hi All, Is it possible to stop service desk from logging a job if it receives a request from a certain email address? Also how do I force service desk to log all jobs to a particular group i.e. any emails that come in assign to IT Support. Thanks
additional fields
hello i need to add additional fields that can be a parent to a child field. same as category is parent to subcategory
Issue with remote control
We're testing out SDP's remote control agent and so far haven't had much luck. When we attempt to start remote control, we're getting "FAILURE :Failed to copy files to the remote workstation. " We have the Windows 7 firewall disabled in domain mode, and the user configured is a member of the local administrator group on the test PC. The asset scan works without issue. I have even tried manually installing the agent. This creates the service "ManageEngine AssetExplorer-RemoteControl" but even
Unique asset name restriction
Hi, Just trying to guage if other people also have issues with assets having to have a unique name. There are other fields which could be unique e.g. asset tag or serial number field. For me it makes sense as when I want to view assets associated to a user it would be a lot easier to see 'Laptop, Phone, USB Stick' rather than '01234, 056324, 015987' or 'USB Stick1' etc
Custom Report - TimeSpent
I am hoping someone would be able to help me out with a report that I would like to run or be made available in ServiceDeskPlus-MSP Every month we run the following TimeSpent Custom Report, but we then have to export it into excel and manipulate the data. What we would like is that for RequestID's with multiple worklog entries, for the report to only show a single entry for that requestID with a total of all the worklog entries for that request. Then the count of RequestID's in the report will be
Adding search field
Hi, While adding request, how do I add another search field (similar to adding contact)? I want add product number and system shoud add description automatically. Or should allow adding it on the fly. Thanks
device template - bug in adding custom OID?
Hi there, As the subject says ... this is what I did: Create new device template: Toshiba-Printer [Toshiba e-Studio5540C] add monitors > add bulk Monitor name: Supply-black SNMNP OID: .1.3.6.1.2.1.43.11.1.1.9.1.1 OK / apply / etc; all good delete the newly added monitor if i try to add the same thing (same name, same OID), it added fine but it can't be displayed i can do add monitor and select it but it never really added, the check box always unmarked is this a known issue? the only way I can re-add
help desk url
i want to change Help desk url by http://servicedesk:8080 to http://myhelpdesk it is possible, if possible how i can change Regards
Timezone is wrong
It seems TZ database is not correct in the latest OpManager. OpManager 10200. MSK time is 6:xx pm, Opmanager's time is 05:xx pm. Is there a way to fix this ? Thanks
Modify Login Screen
Hello, On the User Login Screen, I would like to move the the following items a bit lower. They are currently overlapping the LOGIN button. (Key) + "Reset Password" link (Lock) + "Unlock Account" link See attachment. Can you tell me which file(s) to modify? Kind regards
File Monitoring - Can't add host
I installed EventLog Analyzer on [SERVER1]. I added [SERVER1] as a host. I tried enabling File Integrity Monitoring for [SERVER1]. I configured File Integrity Monitoring on the File Monitoring Configuration page and click "Save Monitoring". I got the following error: "Unable to add following hosts : [SERVER1]. Agent cannot be installed on the same system where ELA server is installed" Why am I getting this error? I don't want to monitor remote servers. I want to install ELA on the same server
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