Duplicate groups - ServiceDesk Plus 8.0 8020
When I click the dropdown for groups, I've noticed that many of my groups have been duplicated between 2 and 6 times. After selecting a group then I assign an incident to an individual, the group name will revert back to --Select Group-- but the individual name will stick. Any suggestions to fix? Thanks in advance!
LDAP does not work correctly
Now works authorization through AD. I enter, I see a heap of fields, I have the rights of the administrator, etc. Has adjusted and has included authorization ldap. I enter under the same login/password and I can submit only the request and at its status to look. I include reversely AD. Again I see a heap of fields What I not so do? Whay LDAP does not work correctly? p.s. sorry for my english
Custom Report - calls assigned to a Group by a Technician
Hi, I would like to run a report that shows all calls assigned to a particular group, by a certain Technician, in the past month. Please let me know if you need any more details.
GetAsset and getCategory operations in servlet API
Hi, I'm using servlets API to open new Requests. I have 2 questions: 1. I'd like to visualize in the html form all the active Categories (and related Subcategories) that a Requester can set. There is an operation (an hypothetical "getAllCategories") to do this? Actually, I'm doing a direct sql query on DB to get categories, but i don't like this workaround.. 2. It's similar to 1. question, but about Assets. I'd like to visualize in the html form all the Assets related to Requester. There is
Service Catalog - delete question
Hi How do I delete a question that is created in Service Catalog, Add Resource and with Add question? I have a lot of questions that is wrong. //Peter
Warn users who try to pickup a ticket if the ticket has been picked-up moments before
Currently there is no warning when you pick up a ticket which has just been picked up (and gui updates are no more often that 3mins so it's easy to miss). Can this be added as a feature? In the meantime is there any existing functionality which could be used to alleviate this (such as mail notifications to a group when a ticket is picked up)
wrapper.conf Java Heap Size
Hi I am running SDP on a server with 2gb memory. My Initial Java Heap Size is 128mb and my Maximum is 512mb. Is this enough or should I increase it? Thanks.
MSSQL query - help needed
I have the MSSQL query: closed requests with group "Analityk HD", mode "WebForm" or "e-mail", with more than one change of priority. It works fine in SQL Server management Studio, but it doesn't work in ServiceDesk 8.0.19. query: SELECT CAST( SUM(A.changeonly) as FLOAT ) / CAST ( SUM(A.total) as FLOAT ) * 100 '% zgłoszeń z wielokrotną zmianą', A.FINALDATE FROM ( SELECT count(DISTINCT WO.WORKORDERID) changeonly, 0 total, CONVERT(date, dateadd( s, CONVERT( INT, FLOOR(wo.COMPLETEDTIME/1000) ),'1970-01-01
Survey Overview Report
Hello. How come...when a survey has a Satisfaction level Summary of 10, why does it show up as a 9 rating in the Survey Overview Report? From what I found on the forum, "rating, is nothing but satisfaction level." Much thanks.
Solaris 8 Support
When I use the scan analysis on a Solaris 8 machine, the hostname changes to-f. I have brought many problems, for example, the fall in production systems and utomatic backups stop working until change the hostname again. Any update? Thanks.
Apporvals in service catalog
dears i have problem with send approval to department heads i configured everything in workflow of each service catalog and I'm sure from configuration when any user open request from service catalog should be after add request , approval email go to department head but this not happen , i want know whats problem ? & how i i can solve it ? note: in workflow i selected my manager and department heads and approval email go to my manager only thanks
Create a Query Report Showing Approved and Denied requests and who approved/denied them
Hi My compliance department has asked if we could create a report once a month for them stating what requests their team has approved or denied. I have had a quick look through the forum and found the following script to be perfect, apart from the the fact that it will not pick up who approved the request, stating N/A in each occasion. So basically I need the report to list * Request ID * Title * Requester * Request Date * Approval Status * Approved By On a monthly basis. I believe I need to ask
Additional field not reflecting.
I have added new field under requestor details. But it is not getting reflected while creating a new ticket.
SDP – any way of not creating a ticket when Email is received
Hi all, first posting on here so go easy on me ;) Not long started with current company and we have ServiceDesk Plus (7.6.0 B7600 – know it’s out of date), so I’m still feeling my way around the software and comparing it to other helpdesk software I’ve used. 1st question is …. Is there any way to set SDP to “NOT” create a ticket when incoming Email is received, basically we can get a lot of Emails from different people all on the same issue/subject (non-IT internal workflows cause this, nothing
Pending Issues
Hi, If issues are pending after half an hour later, I want service desk to send e-mails to the related group and their manager for escalation. How can I do that? Thanks,
No technicians in drop down list now I have implemented sites
Hi all, I have recently configured ServiceDesk Plus for the sites feature. If I create a new request, or click on the 'Edit' button on an existing one, the 'Technician' drop down list is empty and any existing technician assignment is removed from the request. All technicians are currently associated with all sites and also with the 'not in any site' option. I can set a technician when I am just viewing the request (and click where it says 'Not assigned') - then the drop down list is correctly populated.
DonwGrade SDP Build 8017 to Build 8016
Hi!! I need to do a bakup restore but the backup file is done on the build 8016, how can i downgrade the SPD build 8017 to build 8016?
Exchange Server with ServiceDesk Plus
Hi Support Team, Can we use Exchange Server on SDP without enabling POP service? regards, - Tuyen
Backing Up Data for Re-installation
What data needs to be backed up to re-install the server on Support Center Plus and Service Desk Plus? -Zack
New request using REST API
Hi all, I'm not practice about REST API, so I need some help. I'm trying to open a new request using http post method, but I don't know how to set the parameters. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request" method="post"> <input type="text" name="subject" value="test subject"> <input type="text" name="description" value="test description">
SLA
when I create SLA it will be applied to the newly created request as per the criteria. is there's a way to apply the SLA on the already exist requests.
Contract Mgmt - Maintenace Cost
Is possible to input a single asset maintenance cost? Regards
Is there a way to put ServiceDesk Plus Within an IFrame?
We have a corporate website and all of our other tools are integrated within it (dotnet framework) and the only piece missing is the ServiceDesk piece. It is really causing us an issue since this is the sole tool we use to log and track incidents? What is happening is when the Iframe is loaded, it is like it loses its CSS? Is there any way (fingers crossed) to fix this issue? ANY help on this would be VERY APPRECIATED!! Thanks Chad ~
Change Request Notifications
Hi All our e-mail notifications currently work correctly, with the exception of when an acceptance/rejection is made to a change request - does anyone know why this would not be working, as at present, a requester has to go into the change itself and check for responses. Many thanks Doug.
outlook distribution list as attachment
When I attach an outlook distribution list to a service desk request, the attachment does not appear. All other types of attachments are ok eg word docs, excel spreadsheets, pdf's etc
Mass requestors deletion
Hello. Could you please advise how to perform a mass deletion of requestors from the SDP? Via SQL for example. Except embedded like 'administrator'
automated email interaction with our suppliers
Like a lot of companys we outsource some of our IT functions. We interact with these suppliers by automated emails containing data from their helpdesk systems. Is that something Servicedesk can automate for us? For example, * if an an automated email gets sent from our first-line support provider, the date gets scraped out and created as a ticket automatically in the helpdesk. * if we update the ticket with an action for them, it emails them back * if we then want to send the ticket to our
Multiple Scheduled Scans
Hi Is it possible to set up multiple scheduled scans, as we have offices in different countries and therefore different time zones, and not all machines are switched on at the same time. As a result, we end up with a lot of machines being missed out of the scheduled scans. Thanks Doug.
Failed to communicate with client while updating workstation agent
I am running ServiceDesk 8017. Currently I am trying to deploy the latest agent (1.05) to our workstations. While doing this, I was receiving a lot of 'failed to communicate with client" errors. After some troubleshooting, I found that the AssetExplorer agent was stopped. When I tried to start it, I receive a message saying that the service is stopped because it has nothing to do. If I try to start it a few times, it finally starts and I can update the agent. However it does eventually stop
Asset Name changes from FQDN
I have been experiencing issues on my ServiceDesk server with asset scanning. Among these issues, I have noticed that most workstation names will switch between a Fully Qualified Domain Name and a non-FQDN every few scans. I had manually gone through and fixed all of the workstations, and I am watching them change back. I have the clients running the 1.05 agent and I am on ServiceDesk 8017. Please help.
Creating New Query Reports :)
Dear Team: I need a Query report on how long a request takes to go from unassigned to assigned and how long it takes to go from assigned to Compeleted . Available Columns : Requester,Technician,Subject,Category,Priority,Created Time,Assigned Time,Completed Time Filter Options : Date Filter from xxxxx to xxxxx Group by : Technician time summary type : Average of (Time Spent from unassigned to assigned ) and then (Time Spent from assigned to Compeleted ) Please Help me Regards N.M
Reports on Categories
Is there a way to get a reports on categories that have never been used?
Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released. Please refer to the following announcement notification for more details. https://forums.manageengine.com/topic/hotfix-8020-released Regards, Srikrishnan.
Business Rule Stopped Working
Hello. We have a business rule when: Request Type is "Incident" or "Service Requst" then send an email. This has been working fine. Then when we come back into the office on Monday, after the Thanksgiving holiday, part of the business rule has stopped working. When the Request Type is "Incident", business rule works When the Request Type is "Service Requst", business rule fails. We have restarted the SDP services and no change. What happened over the long weekend?! Any help would be
iphone app authentication with multiple domains?
I read in a previous iphone related post/question that the iphone app will not work when there are multiple domains available? Is this truly a limitation of the app? We have multiple domains available but our technicians logon using Local Authentication. Can an 'authentication type' be added to the road map for future iterations of the iphone app?
Email does not trigger during second assignment
Email does not trigger during second/third Call assignment, Email does not sent to the respective assigned technician when call is assigned from One technician to second technician & then to third technician.Email is only sent to technician during first assignment only
Update of PC's IP adress in ServiceDesk
why ServiceDesk do not update IP adresses when they are redistibueted by the DHCP server .So i have to rescan times and times again.. Please help me.
Report against archived requests
I need to produce some historical stats. We have setup our SDP archive to auto archive anything clsoed once its a year old. Consequently everything from prior to Nov last year is in the archive and I cannot get any of these archived calls to show under normal reporting. Should I be able to simply use the reporting button options to report on archived calls, or do I need to write a special query ?
Unable to select domain
Just upgraded to 8.019 .. When I open a browser to login I am not given option to select a domain and therefore can not login.
Change name tab Issues
Hi, I need rename the tab Issues for Redmine and I did not find this option. You can help me? Thanks Nestor
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