Problems
Please your help as we have changed the virtual machine to another physical server already been pointing to the old ip when making a shutdown sh-S [root@servicedesk_sondas bin]# sh shutdown.sh -S Exception in thread "main" javax.naming.CommunicationException [Root exception is java.rmi.ConnectIOException: Exception creating connection to: 10.10.100.49; nested exception is: java.net.NoRouteToHostException: No route to host] at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:649) at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:509)
Request Screen Custom Views Garbled
After the update to 8109 the Custom view selection on the request screen is messed up on some users – like the web page frames are not in place. Any ideas?
Pie Chart in Contracts Report
When I run a Contracts report, the pie chart on the first page shows parts of the total number of contracts. I would like to have the pie chart show the total value by Company Name. I don't know how to change that with the EDIT report function. But maybe there is a way?
change background color of the first page in Service Desk Plus
Hi I want to change background color of the first page.By default it's white but I want to change it . I customize the login page in C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\index.html but I can't change the background color , Is there anyone help me?
multiple engineering departements
I would like to know how to setup multiple emails for service desk, because I’ve an engineering directorate and multiple departments within the engineering so I want to set an email for each department, any suggestions .
deleted business rules still working
Hi I have deleted 3 business rules, but they still seems to be active. I have also looked in the RuleDefinition table and they are not there. I have restarted service desk server as well, but the rules still executes. Any idea's?
Customization of Request to Change Association
is it possible to customize event/actions using scripting? ie: On association of request to change, is there possibility of adding custom script to populate some of the change fields from the request fields? Thanks
Adding Values with two Languages
Hi, as SD+ is a multi -Language application , I think it will be very good idea to have an option to add the values of master data in English and another selective language. for example : the Category name currently is entered in one field so it must be entered in one language (English for example), now when the user switch to another language , all menus will be changed to that language but the master data appears in "English". so I suggest to have two fields for all master data entry one field
active directory additional fields
i have alot of users on the active directory but i didn't fill out the information (phone, department,....) so how can i automate this procedure, is there any form or third party software to be able to fill these fields so it can show in service desk.
Custom report for all ticket activity in a week.
I am running ServiceDesk Plus, version 8.0.0 Build 8021 with MYSQL. I have one custom field, "customer" I would like a report that will report all activity on a request for a given period. If I am able to run it as a scheduled report, I would run it weekly. The goal of the report is to compare activity in SD with my regular notes and improve my billing process. I don't know of a field that would indicate a request was "touched" or not, but I have been looking without success. The report should
Changeing a windows workstation into windows server for CMDB
A windows computer running windows server 2003 is inventarised as a windows workstation in the inventory of SD+. Now I want to change it to a windows server to have a correct situation in the CMDB. Is there a possibility to addapt the CI-type of a item? Best regards, Mark Flothmann
report
Dear all There is a question that I have. In the report tab I want to report some data from those fields that I have created by my own in Service Catalog. but I cannot find Service Catalog additional fields in the report available columns. Where can I look for them and ho can I create a new report we those fields that I need to add in columns to report Any Idea? Regards Negin
Solution format
Dear support desk, Is it possible to format the solution menu in a different way. Now the topic is set in bold characters while according to me it would be more easy to read, especially with lots of solutions to set the field<Title> into bold characters and leave the Topic in normal characters. Kinds regards, Raymond Boer
Send incident to JIRA
We are currently using JIRA for project management issues. I would like to send incident from Servicedesk plus to JIRA. I already know how to do that. Servicedesk plus api to get incident and then push to JIRA using SOAP and add it as issue. However I would like to create a button is the incident screen on Servicedesk plus. This way the administrator can push the button to initiate the code that pushes the Servicedesk plus incident to Jira. The only thing I need is link of Servicedesk incident page
multiple emails
i created aliases for the multiple emails that i want in the service desk, but how to let it get assigned by itself what criteria should i put in the business rules
business rules
I created a business rule with some criteria so that the request will be placed in a certain group hoping that auto assign will distribute the requests with load balance, but it’s distributing them without considering the group that it was assigned to by the business rule.
The default report groups should be able to be removed or disabled for certain users
We don't use most of them, and it's confusing to users.
Allow new tasks and service requests to be created using an existing task or service request as a template (very useful feature for helpdesk setup)
This will make the creation of new categories and request templates much easier
Fault report to Service Request.
Is it possible to convert a Fault Report to a service request?
Request Type field vs Service Request/Incident
I'm trying to understand the difference between the Request Type field and the Service Request/Incident types of requests. In our Request Type field, we have three options: 1. Incident 2. Request for Information 3. Service Request Are these correlated at all with the Service Request/Incident requests? For example, if I create a new incident, but set the Request Type as Service Request, will it show up as a Service Request or an Incident in reports? If the incident I create isn't exactly a true incident,
import assert become error code
I use chinese version.After i import assert,non-english fileds are displayed error code.I think it is because language problem.can you help me!
When replying to requester the "To"-field is blank
Hi As this it the first time we've encountered this issue, I didn't want to create a support ticket, as it is only a very minor problem. We have 1 user out of 500 whom we experience this issue. Whenever I want to reply to a request raised by this user, the "To" email field is blank. Usually the requesters email will appear automatically. I can type the first name of the requester and then choose her from the list without any problems. This is easily something we can condone, but preferably we
Automatically populating information into a TASK that is generated by a form within the Service Catalog
As the title suggests, I need to find a way to automatically enter some information into a task that was generated from a from in the Service Catalog. Primarily, the ticket ID. I tied using the form of ##$RequestId## but this epically failed. I need this, as sometimes a ticket may need to be dealt with by people in the other IT groups other than the helpdesk. Thanks in advance for your assistance. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Convert request into servicerequest
Is there a possibility to convert a regular request into a servicerequest in the actual version of SD+ 8017? Or in the new upcomming version 8.1? Is it in the API of version 8.1 possible to generate a servicerequest? These questions are important for the automatisation of the creation of new employees. Best regards, Mark Flothmann
auto assign
hello does auto assign rules conflict with business rules, i mean if i make a business rules for a certain group and i want to have load balance applied to this business rule, so the load balance will apply to certain technicians
Backup to network share in SDP 7.6.0
Hello, I am trying to determine if it is possible to configure the schedule backups for SDP 7.6.0 to write to a network share using a UNC path? In the Backup Location field, can I just put something like \\server\share\folder? If so, what permissions are required on the network share to allow this to work? Mapping a network drive is not an option since I need this to work without a user logged into the server. Thanks for your help!
Upgrade to 8.1 layout issue
We have just done upgrade to 8.1, it is working fine, but the whole layout is just a but funny. I have cleared out all the cashe, temp files, cookies and tested on IE, FF, Chrome, and Safari and every where I get the attached issue. Looks like the buttons/tabs are not visible. Regards Mario
SDP dont start after update to 8109 version
Hi, The only way to raise the service is exctracted renaming the folder, but you lose the configuration of SSL Certificate. After resetting the SSL certificate does not lift the SDP service. How to resolve?. Thanks, Mauricio Fuentes
Report of requests created through self-service portal
We want to track how many requests are being generated through the self-service portal over time to see how much users are creating their own tickets versus contacting the service desk. How can we do this? Is this a custom report?
old backup on new installation...
Guys... help me! Frustrating, but i cannot find previous sources anywhere. Spend some time in the forums without succes. I have a full SDP backup of a 8.1 build 8107. I did a new server installation, based on the latest source available with you guys (8109, i cannot find other builds). Considering my backup won't restore on the latest build, i absolutely need a 8107 build ... where can i download one please? With regards, Sven
Scanning network devices - printers
Dear Experts I'm running SDP Professional 8.1.0 Build 8107 and I'm trying to get scan for network printers. and Is it possible to show me the serial number of printers or not . and if i will add manually is it will be recognized on the network or jest it will be add as asset only I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches, I'm in
Stand-alone PC Audit
What is the possibility of auditing stand-alone computers that have no network connection without manual input? How about a diskette or USB flash drive that you can take around to those PCs and start a "client" that will run and audit that PC whenever initiated and copy to the diskette or flash drive and upload to the MySQL database? This would be very helpful since we have several non-networked PCs and would like to include them in our inventory without manual input. Lazy.
Assets Serial Number
Serial number Column is not shown in some products, and its not even exist in the Columns selector When I looked in the admin --> Product Type I discovered that serial number column are shown only in the predefined product type list. NOT the one I've created.
Changing CI Type results in Device type changing
Using 8.1 Patch 7 SQL 2008 database I created 3 new CI types under Printer of Inkjet, Laser and Thermal. On CMDB view I then viewed the printers and selected out groups of them , by ticking the device and modified the CI type from Printer ( default ) to the appropriate Sub Type created, by using the ACTION button and choosing Modify CI type. The CI types changed as expected. What I have now noticed a week or so later is that the Device type has changed as well. I think it changed to the type
user roles
how can i limit the technician to view only the requests and problems according to his department, because the options are by site and group only. thank you
History of asset ownership of a user
Hi, Is there any way I can see the asset ownership history of a user. I can see the history of an asset if I open the asset detail. I also need to see the history assets owned by a user in the past when I open the user details. Can I get it with current version of SDP ? Thanks
API or CTI
I´m looking for a program just like SDP for telephone call support logging/billing. I can see that CTI don´t support IP phone system. Can I then use the API to create request? In the API documentation Email and Subject are mandatory and I only have the phone number.
Annoying startup issue with 8109 after upgrade
Just upgraded to Build 8109 from 8027 (via 8100), and now using MSSQL 2008. I have noticed that when starting up the SD service that Internet Explorer loads up before the service has finished starting and of course cannot display the SD homepage at that point. Also then the service gets to “Application Layer Started” and doesn’t actually close until you quit Internet Explorer. Just infinite dots.................................... Quit IE then the application is available Can you confirm this is
View multiple monitors when using remote control...
All of our computers have dual monitors. Is there a way to view the second monitor when remotely controlling a computer? Is this a configuration option?
Change Management - Self Service Portal View
Hi, Is it not possible to edit the Self Service Portal role so that Requestors are able to view (not edit) and track Changes raised in their name? Thanks, Paul
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