Help pls! adding new request automatically.
Hi All, I'm new to Service Desk and I'm trying to use it as our helpdesk solution. I recieve service requests in word file forms (generated by an application, out of our control). I use a word macro to gather request informtion (e.g. requester name, type of request, etc.) from certain locations in the word file. Now I have all information of a request in the (VB) macro's variables. Is there any way to generate a new request from these variables and add it to SD (e.g. through its SDK) atomatically
Adding Additional Fields to Approver Screen
Hi, My manager always hesitates when approving a service request which depends on the Job Title of the requester. Currently system doesn't show the Job Title of the requester. How to add it to the Approver screen? Regards, Majid
Questions for SDP HDD choice.
Currently we are using about (Number can be changed anytime. so answer doesn't need to be 100% accurate) 40 - 50 Servers(including VM), 50 - 60 Workstations 35 - 45 Network Devices (Switch, AP ...) 2 - 3 manager(admin) Currently using the APM / OPM and want to add the SDP for it. How much HDD space will be needed for a year?
Ability to add work log when on the Edit Request form
It would be very helpful if we could Add Work Log when editing the request, that way we don't have to visit 2 different screens to close out a work order
Change Management
Hi, Once we close the Change Request in Change Module can we restrict technician or change manager to Edit or Open that request. Regrads, Vaishali
Servlet or REST Function to List All Requests
Is there a function that can be called in either of your API's to simply list all requests in the system? All of your documentation leads me to believe that one can only ever work with a single request because each function requires a request number to be submitted. Thanks, -Sheppe
AD Additional Fields in Incident template
I'm not sure if I'm missing the procedure on how to do this, but is it possible to have an additional Requester field that's populated from Active Directory visible on an incident template? At the moment I'm not seeing anyway of seeing the contents of the additional details other than clicking on the persons name and opening their details.
Asset module and Active Directory
I have a list of computers that are possibly no longer in use, some are in other office locations. For arguments sake let’s say that the computer names range from LP001, LP002, LP003… etc. up to LP010. Since I cannot confirm that all of these computers are no longer used, could I not disable the computer(s) in Active Directory and when I run an Asset scan, they would not be added to the Asset list of ”failed during last scan list”?
How to rename 'New Incident' buttons back to 'New Request'
Hi - I upgraded my OpManager last night from 8721 to 8812. After the upgrade, the ‘New Request’ button on all the panels changed to ‘New Incident’ and the technicians are finding it confusing. On all the Panels, where there used to be a button for ‘New Request’ the button now says ‘New Incident’. On the Requests Panel, in the Request screen, the ‘New Request’ button has also been replaced with ‘New Incident’, but the ‘Edit Request’ and ‘Link Requests’ buttons remain unchanged. I am attaching
Export data from test instance to rpoduction instance
I have a test instance of the servicedeskplus tool set up to test modifications. We are adding support for a lot of new tools and services and have set up all the fileds in the test instance. I need to know how to export the changes from the test instance and import them to the production instance. The fields we have changed or added are: Category Subcategory Level Priority Request Closure Code Incident Additonal FIelds Business Rules Service Level Agrrement Requester Additonal fields Technician
Report links are pointing to wrong server
Hi there, We recently upgraded to the newest version of ServiceDesk Plus Enterprise. Since then, it seems all the links that allow you to drill down into a call are pointing to our development server even though the current DB connection is pointing to production. Can you tell me how these links get their URL and if I can change this some how? Thanks Eva
Service Catalog: Dynamic Approvers List in Workflow
Hi! Hopefully, this has not already been asked. I have created a new "resource" field in a Service Request form called "Manager E-mail Address". Is there anyway to use whatever the requester enters into this field as the Approver in the Workflow? I know right now, you have to preset the Approver list but as different requesters have different Managers, we can't use a pre-defined list (and of course, we don't want to send to all Managers for approval for one requester). Thoughts/suggestions?
How Publish MPS+ Service Desk Online, Windows Server2008r2 datacenter. Cloud environment.
Hi all We just bought MSP+ Service Desk, already done configuration, How to publish it online? We have Windows DataCenter 2008r2 installed on my company cloud account using IBM Smart Cloud. How to link the application to server & to be public. i have enable ISS Roles in the server. but dont know how to configure. if use localhost:8080, no issue, can access. Kindly advice. Nee help we want to configure, so my customer can log report from outside network/public using website
Ticket Status
Hello Support team, I want to know if there is a way to auto-update the ticket status to assigned once I assign a ticket to a specified technician or a group. Thanks, Jedidia
Lease Asset Data
In case of Leasing information of IT Asset and Non-IT Asset, how can I import Lease trigger or Leasing start date and end date by CSV file? Thank you Namfa
Software License Management - Enhancement
Dear All, We are planing to enhance the software license management system, so we need your contribution to enhancing this feature and if you faced any difficulties in software licensing or if you need any new features in software licensing kindly post your comments here. Here is the list of features to be included in our product. Suite license management. Ability to add Software License Agreement(s). Notification for expired software license agreement(s). Support for renewing the
Feedback
Hello, We're currently testing Servicedesk+ to see if it fits in with our requirement against several other products and found it very good. If possible, I'd like feedback on your experiences such as: Pre and post support and sales Using the application and how it helped you and the people you support. Many thanks
SDP still send/receive while 'Mail Fetching status is STOPPED'
Hi Support, I got a complaint from the customer about mail fetching. sometime SDP still send/receive emails while the customer has stopped Mail Fetching feature. If you want more information or have any recommendation, please tell me. Best regards, Songtham
Robust request search?
There does not appear to be anyway to search requests apart from a default 1 word search option on the left hand column. What if you need to search your requests for a request that has the words 12 rings in it, but not necessarily contigious? Is this being fixed soon? Thank you!
Company Logo
Is there a way to put our company logo on the web portal instead of having the Manage Engine logo? Thanks, Jason
Function for Schedule Report ?
Dear Support I need to provide daily schedule report to every IT team. Can multipe reports send together with one email ? Can I send the report to my management using Cc ? Thanks Regards Frankie
Google Chrome Download
In Service Desk Plus, when downloading any attachments in the requests, it doesn't open the attachment but rather shows it as "HdFileDownloadServlet". This happens to any type of attachments that is sent to the service desk from users (pdf, doc, wav, ect ect..) Is there a fix for this for Chrome?
Can I delete "AdventNet\ME\ServiceDesk\reports"?
Can I delete "AdventNet\ME\ServiceDesk\reports" or at least clean it up some way? This folder is three times the size of my ServiceDesk database and is nearly impossible to open. Thanks
Reporting on the history tab
Will it ever be possible to run reports using the report wizard rather then the query report on the information supplied on the history tab?
SDP - Incedent/Service Request - Email ID to Notify - Button to browse and choose multiple email recepients from requesters and technicians
Hi, When a requester creates a new incident or service request, the is an option called "Email ID to Notify" right under the description. It would be nice to add a button, allowing to browse and choose email recipients registered in SDP (requesters and technicians). For example if a requester wants to cc his managers on a particular request. Thank you, Miron
Possible to copy or clone a Service in Service Catalog?
I just created a rather lengthy Service to create a new user in the service catalog that I would like copy and rename it so that I can just modify one or two options without having to re-create the entire thing. Is that possible?
Time Spent Report -Graphic
I need your help, with a Custom Report that I did create.My report is a Time Spent Report. And I am Grouping by Sub-Category. I will send you all screen shots necessary. My question is related with the Graphic. Because if you check, it is using the number of records of the Report to create the statistic, instead get the numbers of Hours Spent. For example:For Issues/Errors: We have 39 hours Other: 2 hours Scheduled Prevetive Maintenance: 49 hours. But the graphic is not being created,
email notification
Hi, Can I set the email notification in the template request? I must send email when the user opens the request with particulare sub-category. For example: When 1) sub-category is ‘MEV’ I must send email to :xxxxx.yyyy@libero.it 2) sub-category is ‘MCO’ I must send email to :aaaaa.bbbb@libero.it thank you for any help! Zezzik
Batch or Tool for update many information
Hi, I have been facing the problem about Technician Group, When I changed the technician from group A to group B, the technician can't view thier old tickets on group A because these tickets can view by technician from group A only. This problem can solve by manually edit group from edit request page. However, I have a large information to correct and I can't manually correct them. Do you have any batch or tool for update a large information like this case? Best regards, Songtham
Unassign login details for requester
As per the subject. I have a few requesters (Admin -> Users -> Requesters) with login details assigned, I am wondering how I can remove the login details. I have tried editing the requester and removing the login name, however I get an error prompt to enter a login name.
Handling an email where servicedesk is in the bcc field
We get quite a lot of emails that are sent to us at our company email address that we really want on ServiceDesk. If we reply to the client we lose the initial part of the email conversation if we transfer it to SD. Could we have the feature added so that if we put the SD email address (or another that SD recognises) in the bcc of the email, when SD sees that its email address is in the bcc field (rather than "to" or "cc") it creates the job based on the email address of the primary recipient of
Assign empty db to existing Servicdesk Instance
Hello, We are facing the following problem. We have a Adventnet test instance where we test the build updates before applying them to production server. Now our test database is corrupt and we have no valid backup. Is there any way to tell an existing SD installation (Build 8008) to create a new empty database? Thanks for your help and BR, Markus
Validate Ticket from external server
I was wondering if there was a way to pass a ticket number from an external application to SDP to see if it is a valid, open ticket.
Weekly Forward schedule of change requests
Is it possible to prepare a report for "Weekly Forward schedule of change requests", i.e., Change Requests scheduled from the current date & time to 7 days ahead. The current date & time would be the time when the query which would be running. My database is MySQL and my build is 8003 Thanks in advance
BI data
Would be nice to be able to present say on the log in page some data such as, current number of open tickets, total requests received today, this week, this month, last month. To give our users some insight as to how busy the help desk is.
Notification to requester if he/she reopened a ticket
Is there a possibility to enable such notification?
Servicdesk create a new empty db
Hi there, We are facing the problem that the db of our test instance of SD (Build 8008) got corrupted and as it is test we don't have a valid backup :). So I need to know if there is any possibility to create and attach an empty database to an existing SD installation. Thanks and best regards, Markus Purker
Export Data?
Hi All, I'd like to know how to export SLA settings, categories and Technicians from the old server to the new one? Thanks in advance.
browse database using phpmyadmin
Dear all, Can I use phpmyadmin or other GUI tools to browse servicedesk's database? Please tell me how. Thank U Samuel
Select Asset Form View when logging Request/Incident
Whenever linking an Asset to a Request/Incident and the Select Asset form opens this diplays the Product Type aswell as the Asset Name. Delivery of the Product Type would assist users when logging Requests/Incidents as they would be able to identify the types of Asset that are to be linked to the ticket. When the dropdown window is selected instead of selecting the [ + ] radio button the Asset Name displays the Product Type beside the Asset Name.
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