Remove Support Groups from Custom Views Tab?
We had changed some of the names of previous Support Groups, and when we did, they remained in the CMDB. When I select "Support Group" in CMDB of the available CI's, these do not show up. However, if I view "All CIs" and search the entire list for one it shows up as the CI type Support Group. Now, while this doesn't bother me as most technicians can't see the CMDB, these groups still show up when a user tries to create a view. All of the following groups are no longer in the Active or Inactive list
Field Skipping
Hi, Do you know how we can stop our requesters from placing special characters into Fields we have set as mandatory ? They seems to just want to skip things.... One example is we have a field asking of a persons name, but alot just fill it in with special characters etc.(-';[}*/-+/) Is there any way to stop users from simply placing a character in the field ? (Exclude special characters or controls around meeting a certain character set. etc.). A
Purchase Order - Ability to Sort show cost field - sort by cost/date?
Are there any other columns that can be added to the purchase order screen? We feel the PO section really took several steps backward with the update we are on now. We'd like the ability to view PO cost in a column and sort by that, as well as PO date.
Pass-Trough request password
The pass-trough works well if I open the servicedesk via browser by server name: https://server-name But if I open the servicedesk via browser with for example https://helpdesk.doamin.com where the helpdesk.domain.com is also the cn for the certificate that I generated, the browser ask for authentication. Regards.
Report on Task Descriptions
Task description is not an available field option when creating a custom report. It is available through for request and projects. Could this please be added as a future enhancement/feature request?
Auto Reply Question
can I turn off auto reply for only one requester? If so where can I find this at in SDP? Build 9309
Inline images not displaying
Here is the problem we are facing - Inline images not displaying: This is what it looked like when it was working: I've performed no upgrades or alterations to the system, and the underlying code looks different. Here is the inspect elements code when the image is not displaying: Here is the version we are using: Please advise how to fix the inline images
Reporting on Solutions
When logging incidents users get prompted with suggested solutions and also after submitting an incident the system also prompts with suggestions. Is there any way to report on users responses to these questions? This could highlight those users who are ignoring suggestions etc. and logging unnecessary tickets instead, would be good to prove the suggestions had been ignored etc. Thanks
Only allow NEW email tickets from certain email addresses
Hi, Quite simply... Apart from our monitoring systems, we wan't to ensure that users raise tickets via the Web Portal only, and not via Email. Except for our monitoring systems which send email alerts to the SD - we want those to still raise tickets via email. So I'd like to see SD+ have a whitelist for email ticket creation. Thus allowing the alerts still to raise tickets, but forcing users to raise tickets using the WebUI and templates we have. I'd still like to make sure users can reply to
Adding new requests via the API, and using a custom request template
I am attempting to set up some custom fields, and register new tickets with the API. Using the default template works in the example below, but when attempting to use my custom template "Kansas - Websales" i get the error shown. Why would i get this error? I am not attempting to assign this to a technician during creation. Just trying to get it created under the right group with my custom fields.
Would like to add a new field to my incident template - for priority description
Dear all, I would like to add an extra field to my incident template for Priority Description - as per the defined Priorities - under Admin --> Priority. I've added Priority - which is a drop down listing and I'd like to add Priority description based on the priority which has been selected. Tried to use form rules but cannot see how to add this. Even the form rules are not helping too. Any idea on how I can go about this will be appreciated. Regards, Davis Onsakia
Change a scanned item to a component
Is there a way to change a scanned item to a component so that it doesn't take up a license. I need to know about it but I don't need to use a license for it.
Site issue with PM Task
When you create a PM task , the site does not update when you select a user from the list. I tried to attached a video here but it doesn't let me. version: 9306 DB:MS SQL regards, Issa ----------------------- SDP Standard +SC add on 300 tech AMS AD Audit Plus 5 techs
Manage Views for Requester
Hi, Is there a way to assign requesters that have the ability to view all requests a default custom view?
Cannot assign technicians using IOS 4.1.3 app
I cannot assign technicians to tickets using IOS 4.1.3 version of servicedesk app, saying something about my API key. However, the android version I can assign tickets just fine.
License Upgrade
Hi, I am New in service desk plus want to upgrade sdp from standard to enterprise I have the license of enterprise. Please tell me the steps to upgrade without getting any issue Reply ASAP.
Notify the technician that the ticket is near to due time.
Hi Everyone! I have a question regarding the automatic emailing wherein the ticket will be due for example the ticket will be due at 3:00PM with that the manage engine will email or notify the technician 20 mins before the ticket is due. Regards,
Add a technician as an Active Directory user
Is it possible to add a technician as an Active Directory user? Every time I connect to the portal (SSO enabled) I need to logoff and then to authenticate as a local technincian. Regards.
Seeing requests not in my group
Hi all, I have a question if it's possible to see a request/incident in another group without being a member in it? And also being able to add a note to the request/incident. This is useful to us because we have our support wanting to check up on issues that the 2nd or 3rd line are working on. They also want to make a note on the request/incident. I haven't found any solutions to this. Does anyone else have the same problem? Is there any solution? Thank you all in advance! Regards, Per Torell
Query Assistance - Support Group
Hi Can you please assist with creating a query for (active) Support Groups with the following fields: Name Owned By Business Impact Description, Technicians interested in this group Send notification to group technician(s) when a new request is added to this group (Notify To) Send notification to technician(s) when a request in this group is left unpicked (Notify To and Notify After)We are on Version 9.3 Build 9303, MSSQL. Many thanks.
Priority Matrix
Hi, We've just started using the Priority Matrix, it seems fine with Incidents but does it apply Priorities to other functions (Problems for example ) I was just wondering the scope of it's control. A
Use additional field in business rule of service catalog
Hi, I want to define additional field in business rule of service catalog, but already i can't. please add it in next version. I think it's necessarily. Thanks
Survey
When clicking the link to take the suvey's non administrators are getting "User does not have sufficient privilege."
Technician Time and Costs
Hi, I was hoping to get an understanding on where the technicians time and costs are calculated? I understand that any work log information added to an Incident or request is then added, but what about Problem, Project, and Tasks? are these added into the overall cost when reporting? Thanks
API Key - Technician Generation
Is there a way to prevent a technician from being able to generate their own API key?
When clicking on a report, page doesn't scroll up automatically?
I am not sure if this is a bug but when I am in the report module and I scroll through the folders and click on a report I want it executes the report but it don't automatically bring me to the top of the page to see the report, I have to manually scroll up to see the report. This is confusing a lot of end users as when they click on a report, they expect something to happen but they call the helpdesk saying all they see is a blank page. Also if it's a big report that has to be generated, the users
Technician has Requester View only - Reset is not helping
Dear All We have an issue with a Technician. His view is reset to a Requester view. By checking it, he is still assigned as Technicial but the Domain field is empty. We change it and save it, but again its empty. So, we deleted the account and reimported from AD, assigned is as Tchnician, Admin and the other necessery access. When he tried to create his Signature, an error been displayed stating a Database issue. And then everything whent back to their previous state (Requester View, Domain emtpy).
Email Command for Service Category field
Hi, I want to set service category field with @@Service Category=Hardware Support@@ string, but it doesn't work. I think SDP not support this parameter. Please add it in next release. Thanks
python integration with SVD
Hello, I have installed the latest python (3.6) on ServiceDesk server (windows 2008 r2 x64). Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Administrator>py Python 3.6.0 (v3.6.0:41df79263a11, Dec 23 2016, 07:18:10) [MSC v.1900 32 bit tel)] on win32 Type "help", "copyright", "credits" or "license" for more information. >>> However when I try to execute a python script from Custom trigger (py RequestSharing $COMPLETE_JSON_FILE) I receive
IOS and android push notifications not working in 9307
Hello, I cannot get any push notifications to work in 9307 on windows sever 2012r2 using mssql.
Domain Filtering during Login not working properly
Support, I've noticed an issue where if "Allow dynamic user addition when the user is not imported in the application" is enabled, "Allow Domain Filtering during Login" does not work. When I have my settings set as the following When I put a username into the login, it does not populate the domain When I turn off "Allow dynamic user addition when the user is not imported in the application" the domain name will then populate based on the user account This does not seem like it is working properly.
Create a change advisement
Hey yall, We have manage engine now and I have zero time to look over the, albeit very well written, documentation to figure this out. I'm wanting to create a change management form that needs zero approvals. The idea is that when a change is made on the fly, say a website whitelisted or blacklisted, the tech can go into this change advisement template, put in the associated information, and they are done. How would i accomplish this? Thanks.
When a new version 9309 is released?
Hi, When a new version (Build 9309) is released? Thanks
Asset and Software Reports
Hi Is it possible for SDP to generate reports for: Computers by Age Soon to expire Warranty Expired Warranty Software Product Keys Software License Compliance Software Licenses to be Renewed Regards inamuddle
How do i set IP address and Hostname to be sent in the auto generated ticket.
Hi Team, I am using servicedesk plus 9.2 version ticketing tool. when network or Server gets down ticket is generated with hostname of that network or server device but not IP addess. so i would like to know is it possible in SD Plus 9.2 to configure in such way that when network device is down auto ticket needs to be generated with Host name and IP addres. Request you to please let me know. Regards, Krushna
Ghost Technician
I have an old technician that used to be in the system but is no longer there. I have gone into the Technician field and it still shows him as an assignable resource. All new tickets are assigning them to him but he is not there. How do I get rid of that person.
How to change database from POSTGRESQL to MySQL
Assign service request to support group irrespective site of requester
Hi, We have multi site that's SITE A and SITE B. SITE A include these support group: Infrastructure Servicedesk ERP BPMS and SITE B include only this support group: Servicedesk SITE A manage whole request of organization except some easy incident that resolved by a technician (That member of ServiceDesk support group in SITE B) SITE B. I want to create service catalog template. In this template I want to define support group that related to every service request but because of I don't known which
Can't get email notifications working due to cert error...
After all this time using this support desk I still get this cert error every time any email change is made. Really wish this would get fixed or clear instructions could be posted somewhere. This is for a new instance of manage engine. Running on a headless Ubuntu Server. Can someone help me get email notifications working?
gencert.bat not working ubuntu
Hey everyone, I've been trying to get the self cert going according to http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but it doesn't work. the only instructions i can find are all for windows, though servicedesk is supposed to be supported on linux. furthermore when i try to execute cert.jar in the lib folder i get "Failed to load Main-Class manifest attribute from cert.jar" so initial problem is that i can't get the email going using any of the protocols. i
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