Adding Approval Request message to the ticket thread?
Is there currently any way to have the system automatically capture a copy of the approval message that was sent to the approver? For example, a requester is requesting an item be purchased. The request goes into SDP, then a technician picks it up the ticket and send it off to a manager for approval. The approval request could look similar to the fake email below. To Michael, Subject: Approval required for a request I have a request for 1 license of Sublime Text Editor, could a new license be
API & GET_REQUESTER operation trouble non-english names
Hello! I have "username" in result of GET_REQUEST operation. I need get requester information of it's "username" I have a trouble around GET_REQUESTER operation for russian names :\ request for example: http://localhost/sdpapi/requester?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXX-XXX-XXX-XXX&INPUT_DATA=<Operation><Details><parameter><name>username</name><value>Иванов Иван Иванович</value></parameter></Details></Operation>&format=xml It will responses for me ALL of requesters in SDP - non correct. But
How to automatically select implementer when a change is created?
When we create a new change request, we want to automatically assign the change technician to be the implementer. Can this be scripted using a custom trigger? Best regards Dave
Pull computer name to ticket
Is it possible to script adding the clients computer name to the ticket? We are currently running the demo version of service desk plus to see how it compares to other helpdesks and this would be an extremely useful addition.
Report on eMails received grouped by sent_to addess
Hi SD+ Team it would be great if you could help me creating a report for inbound eMails received in SD+. I'd like to get a report that lists all workorders (requestID only) grouped by the sent_to address that is contained in the original eMail. Thanks a lot for looking into this matter. Have a nice day Matthias
How to Schedule a configuration backup?
Gabriel Team OpManager Network Monitoring Software
How to convert the unsolicited traps into meaningful alarms in OpManager?
Gabriel Team OpManager Network Monitoring Software
How to discover Vcenter server in OpManager?
Gabriel Team OpManager Network Monitoring Software
How to upgrade OpManager from 11600 to 12200
12200 is one of the major release for OpManager. It combines all the OpManager Plug-ins into base product as modules. So this upgrade is also special with some additional prerequisites. Gabriel Team OpManager Network Monitoring Software
Backup and Upload configuration file path in NCM
Hi, Can anybody help me in knowing where is the backup configurations are stored in NCM and how to view them. I have installed Netflow Analyzer version 12.1 Windows 7 Professional 64bit Installed POSTGRE (bundled with Netflow Analyzer) Thanks in advance for the answers.... Lokesh
Applicaions manager curl monitor
Hello Appmanager team, For some time I try to create monitor for calling cURL command and read the content and apply corresponding Thresholds/Alarms, The only thing which I have manage to do until this moment is to have HTTP/URL monitor on which I can apply only content match and not a threshold, and I'm having the same problem when i create Script Monitor. I'm able to create monitor but im not able to set custom thresholds, can that be Applications manager limitation? And is there a way to create
Next Major Release
when is the next major update going to be released?
OpManager losing connection to MSSQL database - revisited
Hi, Was the option to trigger a notification to the user when the Database connection is lost ever implemented as I can't find it in our 11600 Windows/MSSQL installation and we get this issue occassionally as well. Thanks Justin
No Traffic info switch port
Hi, I have installed OpManager12.2 on a virtual machine in the same subnet in which are two cisco switch that I manage. Why I can't see any information about Traffic RX and Traffic TX switch ports ? The switch are: Cisco Catalyst 2950T and Cisco Catalyst 3560 The SNMP configuration on the switch is: snmp-server community public RO What's the problem ? Thanks in advance
Monitoring EMX Xpression servers
Hello Team, Could you please help me if monitoring of EMC xpression server is possible with application manager. or any alternative available for the same.
How to Change ServiceDesk Plus
Hi , Due to some security policy reason , we need change ServiceDesk Plus default web service port from port 80 to 8005. So my question is How to change the port number in ServiceDesk Plus system. Thank you. Paul
Certificate Error when using Office 365 logins to SDP on demand
When users login using their Microsoft/Office 365 credentials to our helpdesk, they receive a certificate error. Using their normal Zoho login synced from on-premise AD does not give this error. They also do not receive this error when loggin into their normal web-apps under Office 365. When viewing the certificate, it says: issued to PositiveSSL Multi-Domain issued by Untrusted Bitdefender CA What is causing this error and how can it be corrected?
Custom Group on Tech Availibility Chart
Hi, I've got a question about groups looking at the tech availability chart. I see the default group to choose is "ALL TECHNICIANS". Is there any way to create a custom group to see a select group of technicians? Thanks
Support for roaming systems / internet facing clients
What is the recommended method to support end user machines that sometimes come into the office and sometimes reside on the internet? My background comes from System Center Config Manager where it automatically determines where the system is internally based on AD site or subnet and ALSO determines if it's on the internet so it can use a a public DNS name to connect to internal servers. Specifically, how do I support systems that can frequently move between internal and external (internet) networks.
Include date and time when forwarding a message
When forwarding a message in Requester Conversations, it would be very helpful if the date and time of the original message were included like most email programs do. As it stands now it looks as if I'm simply resending the same message. Here's how I think it should look: New message text here __________________________________________________________________ Forwarded message From: Aaron Sentell To: Person A; Person B CC: Person C Sent: 1/11/2017 4:52 PM Original message text here
Improving Performance of Page/Template Load Time
We just upgraded to 9236 from 9221 this past weekend Under 9221 I built a complicated request template that has a lot of resource fields and easily 60 or more field/form rules. In the past, it did take a few seconds for the page to load; however, the page didn't appear to be released to the user until it had finished loading. Since the upgrade, It now looks like the page is immediately presented to the user but continues to load; as a result, the user is being presented with HTML code in the description
Create a change request directly as requester
Hi, I'm currently thinking of creating a template where the request directly goes to change. Is that possible to without any manual handling by a technician?
Upgrading Desktop Central from 10.0.03
My Desktop Central Build is 10.0.03. I've tried upgrading to 10.0.05 and it tells me I can't upgrade directly to 10.0.05 and I've tried upgrading to 10.0.29 and it tells me my network isn't ready(I'm assuming that it requires 10.0.05 to upgrade) Clicking here for further details brings me back to the screen I just downloaded Build 10.0.5 from.
Adding Linux Servers that use AD for Authentication?
Is there a way to monitor Linux servers that use AD for authentication to help with tracing user lockout issues?
Getting Work Log Type From Archived Requests
How do i get worklog type from archived requests? Arc_ChargesTable table does not have a WORKLOGTYPEID field?
Missing preset group when I create a service request
Hi, I create a service template with preset group, but when I create a service request from this service template my preset group is missing. How can I fix it ?
User Creation Templates. Send a mail with logon credentials
Hi. We have starting to look at the templates for creating users in our domain. Are there any feature to automatically send a mail to the agent who created the user with login information for the new user, so that this information could be forwarded to the manager ? Or only copy/paste? Will there be an option to select "User must change password at next logon" in a later release? Thanks Torsten
SSH - Apply Credential
Hi i try to apply credential on cisco 2950 with ssh protocol, but always if i test it appear the error on screenshot. Attached there are "apply credential setting - the error - ssh terminal session. Thk
Error "Cannot insert duplicate key in object 'dbo.DepartmentDefinition'" when trying restore DB from Mysql backup to MSSQL
Hi, I'm trying change my 64Gb MYSQL Database to MSSQL, the backup runs fine, change DB Server, restore starts but a momente i received this error. Can someone provid some help. :) Version ServiceDesk plus 9200 Regards
Change display name in a single OU
I found where I can change the attributes for the entire organization but is there any way to do this for a single OU. I just added over 500 users and found a way to add a space to the display name instead of it being put together. I'd rather not remove them all and add them again just for the space.
Can't rename values in a Pick List (Incident - Additional Fields)
Hi all. On our installation of SDP (9235), we have 2 pick list in the "Incident - Additional fields" area. In the first one, we have some values (Company Names). Now we need to rename two companies, by inserting "OLD_" before the name. I have changed the two companies and I have clicked on the Update button, but one of these don't change. In the System Log Message I have this message: field name - CdC field type - Pick List description - Centro di costo di attribuzione del lavoro updated. Module
Live Chat
Hello, How can we configure Live Chat in SDP? How does it work? Best regards, Demetrius
Change or Modify ID Numbering used on Requests?
We recently migrated to the Ondemand Service Desk from an existing on Prem ServiceDeskPlus server, we have exported and imported existing tickets and resources into the cloud piece, but appears that our request system restarted at ##1## for tickets, and will at some point eventually collide with our imported request numbers, Is there any way to modify, or request to have numbering modify?
Technician Rights
Hi, We are setting up a new Support Group within the business (not IT) to take tickets that are logged for a business supported system. For these users to accept tickets we've had to make them technicians. The problem is , they get to see all the other support groups so this can be confusing. Is there any way to setup a support group and have users (Requester or Technicians) manage the tickets without seeing other groups ? Do they have to be Technicians, and if so how can we restrict what a technician
Site associated to a requester - how to ?
Hello, our Company has 3 sites. How can I associate each requester to his Site ? thanks in advance. Claudio
Report to show requets assigned to a particular technician with due day
Hi im looking to build a report to show what requests a technician has assigned and also the due date an priority Thanks Postgres Version : 9.2 Build 923
Quick Create - New Incident
After update to version 9.2 9236 the Quick Create - New Incident window disappeared. I have checked "Configuring Self Service Portal Settings -> Show 'Quick Create' section for technicians?" and it is set to YES. Any ideas how to fix it? Thanks in advance.
Resolution tab not closing request
Hello All, One of our technician has a strange issue when it comes to closing requests. When they choose closed in the resolution tab it takes the technician back to the actual request but with it still open. They then have to press the close button to actually close it. It isn't because they haven't selected the correct request requirements. Any advice would be greatly appreciated, Ryan Parker
Roadmap and Future Direction
Hi, we are using Site24x7. We also use AlarmsOne ... - for 24x7 Alerts - CloudWatch Events / Alerts - EMail-Integration At this point AlarmsOne already is a great product. But I am unsure about the future of this product ... so I would help to give an outlook about your product roadmap and upcoming features .. Sven
Work Flow Diagram
Hi everyone, I don't want to re-invent the wheel, would anyone have a basic ServiceDesk Plus workflow diagram please. Thanks again for your help.
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