Regular mail fetching stops after upgrade to version 9238
Hi, after upgrading to version 9238, the regular mail fetching task does not work anymore. The E-Mails get fetched only ONE TIME after service restart but not in the configured interval. Anyone else experiencing the same issue? Regards Tan
Any way to stop the cursor automatically moving to the To field when hitting reply to a ticket?
Hi all This is one of my biggest annoyances with SDP right now. I hit reply, notice the cursor in the body field, start typing, then a second or two later it jumps up to the To field. It's infuriating. Why does it even move to the To field when I've hit reply? The To field is already populated on replies. Is there a way to disable this behaviour?
Clearing out non-existent Assets
What would be the easiest way to go about clearing out Assets that have been re-named (duplicate of the same machine) or do not exist any longer. A scan will tag some assets as "turned off or non-existent" but if it is assigned to an owner is hard to spot. Is there a report you can run for all assets that were tagged as such during a scan?
Error Converting from Incident to Service
Dear All, We're trying to convert an incident into a Service Request, however we have received an error trying to perform this action as per print screen below. Version 9.2 Build 9227 Please see print screen below: Kind regards, JS
Having multiple Servicedesks in 1 application
Hello everyone, So we have a Servicedesk Plus environment where everyone can create a request. But it's only for 1 servicedesk. Is it possible to create multiple servicedesks in 1 application. For instance, the users logs on and instead of "create request" they can choose a servicedesk and then create their request. So you basically create a whole new servicedesk plus under the same application. Is something like that possible? So everything is set in 1 application but has it's own environment.
Import and SCAN
Hi support, I need to know what is the specific privilege to import requester and scan assets Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Is it possible to reverse the order in conversations?
Dear all, we would like to be able to reverse the order of ticket conversations, from most recent to oldest. Currently the settings are from more recent to oldest, and we don't seem to find a way of changing it. Kindly advise. JS
Provide an option to remove any asset that hasn't been detected/scanned for X number of days
Over time, SD Plus has detected and accumulated close to 2000 assets when we only have 400 assets. It would be great to have a feature where can choose to remove any asset that hasn't been detected/scanned for X number of days.
REST API failure to post projects with example data
I am unable to use the Rest API example to post a new project on one of our servers. I have the JSON format correct as I am able to post to another server using the same data. I have tried multiple browsers. The same error happens for any type of operation. I do not get an error message either. Please see screenshot below. Why won't it allow posting?
Importing venders
Hello, is there any way to import venders into SDP? Thanks, Daryn
Avast blocking SDP mail fetching/sending
Hi, Avast keeps blocking mail fetching/sending on ServiceDesk Plus, despite us following the steps in the post below. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html Any advice gratefully received...! Thanks, Andy
Add task title to Query
Hello how i may add the "Task title" to the below query? select top 50000 "ti"."FIRST_NAME" AS "Assigned Technician", "wo"."WORKORDERID" AS "Request ID", "wo"."CREATEDTIME" AS "Created Time", "sdo"."NAME" AS "Site", "ct"."TIMESPENT" AS "Time Spent", "rctd"."FIRST_NAME" AS "Time Spent Technician", "ti"."FIRST_NAME" AS "Assigned Technician", "ct"."DESCRIPTION" AS "Time Spent Description" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderToCharge" "wotoc" ON "wo"."WORKORDERID"="wotoc"."WORKORDERID" LEFT JOIN
Custom Query Not Running | HELP
Hey All, I am looking to setup a query that will return the following information: All Technicians Names All Technicians Email Address I have been trying a few different query's and for some reason none of them are running, or they are returning errors. Any help would be great! Thanks! Jeff Day
Replacing Categories - Can't delete the old ones?
Hello there! As i said in the topic, we are going to replace all our categories, and would like to remove the old ones. We get this error: http://prntscr.com/dmmqm3 "Category is in use by another module. As such we can not remove it from the database. However it has been marked so it can not be used" However, i can still use it, and i can not delete it. What do i need to do, to be able to delete it? With Kind Regards Lars Sverre Levang IT - Klepp Municipality
Deleting Support Groups
Hi, I am trying to delete some of the support groups on on Service Desk Plus but I get the error message saying 'groups cannot be deleted' I've tried to remove the groups from any service catalogue requests and check they are not present in open requests. Is there any other way to disable these or remove these from view? Thanks
attach file
Dear Sir, I would like to know if its possible to upload some attach file's which is belong to ( Picture, Microsoft, PDF,TXT ) only.
whole report of workstation changes
Hi Dears I need a query report to see all changes of the workstation from the first time that is scanned. i need to determine the periodic date for this changes. for example show me the changes from .... date up to .... date im using servicedesk plus version 9.1 MSSQL So Thanx
What permissions are required to delete a project?
We're using SDP 9234. I'm a full SDP admin with the Project Admin project role as well. Whenever I try to delete a project, I'm prompted that I'm not authorized to delete them. Why can I not delete projects? What permissions or circumstances are required for me to be able to delete a project? Thanks!
Best Practice to Offboard Technician
Hi, I was wondering what the best practice is to offboard a technician - Delete or Remove Login? What are the security implications of each? Best, Casey
Asset/CMDB Feature
Is there a way to add a field that provided or would display hyperlinked URL to an asset? This would be used to show webpages for things link network printer, UPS's, network switches, IP Phones, etc.
open and historical ticket view for managers - how to?
hi, is there a way of giving to every manager (users are imported from AD along with manager information) a view in Self-service portal for current and historical tickets reported by his\her direct reports? note: the setting in requester profile that he\she "can see all tickets in his\her depatment" is useless in multi-level organizational structure where "department" filed is used for indicating actually the team name. /mar
REST API filters by field "FROM"
Hello, Is there possibilities to filter notifications in “View all notifications” operation by “CREATEDDATE” field? Can I receive the “TOADDRESS” field and\or make selection by some specific value in “TOADDRESS” field? What parameters should be used for this purposes? BR
REST API version switch
Hello, I am calling “ServiceDesk Plus” REST API v2 “View all Requests” operation in C#.NET. http://xx.xx.xxx.xx:8080/api/v2/request . var SdpTicketRequest = new RestRequest(strRequestURLParameters, Method.POST); SdpTicketRequest.AddParameter("OPERATION_NAME", "GET_REQUESTS"); SdpTicketRequest.AddParameter("TECHNICIAN_KEY", SdpApiTechnicianKey); string strInputData = "{ \"operation\": { \"details\": { \"from\": \" " + idxFrom.ToString() +
Merge filter to include all tickets that are open from the same user
Team, Typically, when we are going to merge a ticket it is because the user has either requested the same thing multiple times or checked the status of a ticket using a new email message. It would be an extremely useful feature to have the a filter for "Open Requests by this user" (and be able to set this as the default filter). May I please have a feature request for this? Thanks, Adam
Category tree view
Hi, I replaced most of the default categories with ones of my own - removing the defaults prior to. The standard view looks fine but the tree view still contains some of the default ones. How do I get rid of them completly? BTW it has been over 30 minutes since I deleted them. Thanks Daryn
Resolution tab after updating
So we just updated to the latest version and see new options when you close a ticket. By default now under "Resolution" we have Resolution, Solutions Tried Solutions.. Where can I change the default to be Resolution, currently it's set to Solutions.
Resolution tab on requests is defaulting to Solutions instead of the Resolution
I'm not sure when this was added, but whichever build added the light bulb the the Resolution tab also made it default to showing Solutions when clicked, instead of the box to type a resolution. This is really annoying for us, because with the types of requests we receive we can rarely just add a pre-made solution, so we end up typing one almost every time so it was preferred to have it default there. Is there any way to return it to the original behavior? So that it opens to Resolution within the
Solution Auto Suggest: Possible to disable this feature?
Is there any way we can disable the Solution auto-suggest feature that was just implemented?
Change Default tab from Solutions to Resolution, under Resolution.
Will there be a way to change the default tab under Resolution - so it will default to the Resolution tab instead of the Solutions tab?
how to Close to archive user access requests
Hello I need to do is when a user requests access to archive not only by technicians.
Differentiating Affected End User
Is there a way to have Requester and "affected End User" information populated on templates? We would want the information to auto-populate from Active Directory for Requesters and Affected End Users. We have groups which enter tickets for other users. I have been testing, but I have not been able to get it to work. I am not able to User ID (sAMAccountName) to the form. If I create a special field in the Service Catalog area, it just shows up as the default value that I entered. I was able
Asset CSV Import - Description
Hi, Is there a way, or can I suggest as a feature in a future build, to populate the description field when bulk importing assets with a csv? Thanks, James
Recommended solutions - What is the criteria for suggestions?
The helpdesk techs are liking the idea for the suggested solutions displayed on the 'resolution' screen however none of our internal technical KB's seem to show up there. For instance, we run Mimecast for our mail filter and occasionally the guys will get a ticket regarding a held email that they will need to release. The ticket details almost exactly match the KB article for keywords like 'held', 'email', 'mimecast', 'spam' etc The article for releasing an email never shows up however. A couple
Error Starting the Server
I get this error when trying to start the service desk: Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to DEFENSE SECURITY COOPERATION AGENCYITCATHY Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details
Supporting customers at multiple organisations with multiple sites
Okay, bear with me whilst I try to explain... We're a software company supporting multiple organisations with multiple sites. Any customer from any organisation can log a support ticket for any site using email, telephone and the online portal. Now this is where is gets more complicated- A number of these organisations have third party IT support who log calls with us on the customers behalf and some of this third party IT support companies support multiple organisations. We want to automate and
Android App Login
When I try to login to the Android application using my domain login I receive the below error: Login Failed. [TechnicianKeyDefinition] Violation of PRIMARY KEY constraint 'TechnicianKeyDefinition_PK'. Cannot insert duplicate key in object 'dbo.TechnicianKeyDefinition'. The duplicate key value is (2345). Can you please help me to get logged into the app. Thanks
Notification rules create own content variables
We import the "cn" from Active Directory and we want to use this in the notification rules, and if possible also in the incident template How can i archive this?
Syncing multiple domains
We use AD for authentication for both our requesters and technicians with an update every three days. We have two domains, but the Active Directory settings only allow for us to enter one domain controller for syncing. We do have a trust relationship between domains so we were hopeful we would be able to use one DC address to obtain requesters from both domains. That doesn't seem to be working. Anyone figure a way around this?
Webpage sample to create a request
Hey All, My site is classic asp and we are trying to see how to create a request from our website page and interpret the response. Does anyone have any sample webpages we can look at to make this happen? Many thanks in advance
Quick Action: Mark Availability
When logged in as Admin the quick action to mark technician availability only allows to configure the first technician in the list. There should be a drop down list of available technicians. When logged in as a user the quick action allows you to only set your own availability -- which is the expected action. SD 9217 Enterprise MS SQL ------------------------- Canada
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