Changes starting in the the next two weeks
Hi all, I need to write a custom report that shows all the changes who's scheduled start date occurs within the next two weeks. I can't do this with the custom report tool as it wont let me choose a variable date in the future. Is there a way, using the query editor to write a report that will always show the changes that are scheduled to start in the next two weeks, regardless of the day it's run? Thanks in advance.
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)
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
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
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?
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
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
PO vendors
hello i have multiple vendors for multiple products to buy, so how can i make it in one PO
Purchase Orders Templates
Hi all, I'm trying to find the location in Servicedesk where I can edit e-mail templates used by Servicedesk Plus Purchase module. I did find the location under Admin: 'Purchase / Contract - Notification Rules', but in here I cannot find all templates. For example the e-mail template to place the order at the vendor is not in the list. Thanks! Regards, jmschuur
Custom filters / View for Group requester
Is there a way to create a Custom view / filter for Requesters who can see their Departments requests? Cheers, Florian
Email Templates - Inserting System Variables/Fields
Is there anyway to insert system fields into an email template. I know it can be done on the Notification Template but is there a way to do this for Reply and Resolution templates. Thanks
Linux/Unix Asset scan script
Is there a version of the Asset Scan Script for Linux/Unix? ( like ae_scan.vbs for Windows ). I am running ServiceDesk+ Pro Ver 8.0.0 Build 8013 Tim Bernhardson
Importing Sites
Hi, I am trialling SDP for our Service Desk; going through and setting it up to see what we can and cannot do with it. The import feature from AD is working well for me for users and machines but I am dubious about setting up sites. We haver over 500 sites in our organisation and I do not relish the thought of setting them all up by hand. Is there a way to import sites using csv? I cannot see an obvious method to get around it but if anyone knows if it's possible that would be great! Thanks,
Hello!
please tell me 1) how generate action "$dubydate change " with email send to requester with new data 2) how to generate summary report by specialist by missing reason field Thanks
Archive Handling
I like the fact that we can archive cases to a read only state, however, there are some things I'm not a fan of about the archiving: - Backups during upgrades see no improvement by archiving requests. There should be an option to backup full, archives, active or trimmed (db only). If have a scheduled backup, why do I need to backup the archived requests again during an upgrade? Why not skip that data and cut the pre upgrade backup in half? - Import/Export of Archive Data. Allow archived requests
Problems deploying agent to Windows 7 machines
We are running Service Desk Pro version 8.0.0 build 8000. When I try to deploy through the Discovery / Agent Settings clicking on Download Agent, the installation starts asking if I want to run ManageEngineAssetExplorerAgent.msi When I click run I get a security warning "Windows has found a problem with this file" "The file was blocked because it does not have a valid digital signature that verifies the publisher" The installation then fails; if however I save the file, don't click Run, go into
Install service desk on debian 7
hi... I want install service desk on debian 7: Is that possible install on it? IF YES please guide me step by step and what Prerequisites? Thanks...
Will ServiceDesk Meet My Needs
I run a small town computer service. We do computer repairs and service, updates, etc. I have around 50 clients with about 125 machines between them. Can ServiceDesk me used with these clients? If yes, what do I need to do to allow them access to create a ticket? Is there a client program that would sit on their computers that they would use to create a ticket and allow me to access their system, or would I just be using this to create a ticket only? Anything that can be used to speed up the
Where can I download service desk plus version 8211
I have a problem loading the server but have the database intact and need to reinstall version 8211 where can I download this version from
improper behavior for approval actions
Hi I have noticed when you resend an approval ( selecting only one from many) on the request tab the sent on column is updated on all the approval requests regardless of whther or not acvtion has been taken. This results in approvals being shown as approved before the request went out. Obviously when you choose to send out a "second request" to an approver that has not responded yet the sent on value should not be updated for all approvers. if you look at image below you will see the act on date
SNMP Asset Scan
I see various posts asking for this over the years and have spent a while trying to setup the Asset module in the best way but this will be oh so much simpler if there was SNMP support in the scanner for Service Desk Plus. It may be its in there now on a newer version than I am on - please tell me it is ? I am on 8.1.0 If it isnt in there yet anyone else got any tips and tricks on how to get the asset DB best up to date and accurate as to what is on the network ? Barry
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