IT Advanced analytics tool configuration issue
Hi, i tried to configure the IT Advanced analytics tool on premise but it shows the below error SDP version is: 9.2 Build 9230 Advanced Analytics version : Version: 3.0.0 Build Number: 3010 FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Mark incident FCR through email
Is there an email command that will allow me to mark incidents as FCR? This would be helpful when creating break/fix incidents via email when I am out in the field and do not have access to a workstation to log into ServiceDesk with.
Prevent Deletion of requests
Is there a way to prevent technicians from deleting a request and require them to close, cancel, or merge the tickets instead? We have had some issues with tickets accidentally being deleted causing some confusion as to what was done with those tickets.
My login suddenly loses all administrative rights
This has happened to me multiple times now. I clicked "Edit" on my username in the technician list in the admin area of service desk but made no changes. Now, when I log in, all I see are 3 tabs: Home, Requests, Solutions and I see no tickets and can't access the admin section or any other sections of servicedesk. My username looks fine when logged in to another administrator.. it still has all the SD admin roles. Why does this keep happening? The only way to fix it that we've found is to delete
Approval stage based on input
We are building out an approval process for our new employees. Our current process calls for HR to approve the account creation and our CFO to approve if financial system access is needed. Is it possible to trigger the secondary approval stage in a service request based on field input?
Task assignment
Hi, I might just be being very stupid and missing the downright obvious here but here goes! I'm testing an incident template that has various tasks assigned to it and was hoping it should automatically assign the tasks to the same technician that the incident gets assigned to. Am I missing something and this should happen or is this as expected and i'm thinking it should do something it isn't capable of doing?
Change Request email notification reply creates a new ticket un "Requests"
We got the system to send out an email notification to technician and managers when a new Change Request is created. Unfortunately replies to the Change seem to create a new ticket rather than being appended to the original Change Request. Anyone have a similar issue?
SD tabs are hidden
Upgraded SDP to 9307, now all tabs (Home, Dashboard, Requests, Problems, etc.) are hidden. You can only see a tab when you hover a mouse pointer over it, otherwise you have to hover over every tab to make it visible.. Attached picture shows "Problems" tab only, when mouse pointer is over it. Please help?
Self Service Portal Link Request
Anyone have a link to their portal that I can check out for some ideas on its level of customization?
Software Management: ServiceDesk Plus vs Desktop Central
Hi ServiceDesk Plus has AssetExplorer agent for asset management, it does software inventory and licensing management. Desktop Central also does software inventory and licensing management. My questions: Which one is better? Do both have the same features? Is one of them doing the same job but more advanced All of the above questions are about the software inventory and license management and nothing else.
How to extract a report from project data
Hi, I wan't to create a report with all datas of a project: ¿It's is posible?
Restore database from Windows server 2003 to Ubuntu 16
I have configured Servicedesk plus 9.3 build in 9301 on windows server 2003 32bit with ADS authentication. Now i want to migrate servicedesk plus 9.3 build in 9301 on ubuntu server 16 64bit and linux is not supporting ADS authentication.While i am taking backup form windows server and restore on ubuntu. after restore successfully administrator and users are not able to login.even i have checked administrator is enable and local authentication is also enable but in login page local authentication
Deleted Technician still showing in drop down menus
Hi I have two old technicians still showing up in our drop down lists. I have restarted the service, one technician shows as 'retired', the other One Technician is called Gavin Vague, the other is Bikash Sharma Untitled Generated by Andy Rhodes on : May 1, 2017 11:15 AM Total records : 17 Id Name status domain technicianid 323 Gavin Vague ADM RESIGNED Not Assigned 0 412 Gavin Waldie ACTIVE Not Assigned 0 562 Gavin Skupin ACTIVE Not Assigned 0 760 Gavin Vague RESIGNED Not Assigned 0 1201 Gavin
Ticket assigning
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards.
Does changing "Service Category" "Category" and "Subcategory" will it impact existing tickets?
I need to improve how we categorize tickets. If I change "Service Category" "Category" and "Subcategory" will it impact existing tickets? Thanks in advance.
Create query report to reference custom fields
I want to create a query report to reference the custom fields. How do I do that? My main goal is to create a very detailed report on all our machines, including IP address, host name, and several of the custom fields. Any help would be appreciated.
SDP admin is unable to view all scheduled reports created by various technicians
Guys, this is confusing that the SDP admin cannot see all scheduled reports regardless who has created them. It is causing various system maintanance issues, SDP admin cannot delete or change those reports if e.g. they are targeted to wrong recipients. Please work on this ASAP. /Mar
Build 9.3 Build 9307 - Default Incident Template Appears to be Corrupted
I have lost the Service category, Category, Subcategory and Item field from the Requester tab in the default incident template. These fields are all present on the technician tab and the edit options (requester can set and requester can view) are both enabled. The fields are also not docked in the left hand drag and drop column. Is there some way I can reset this template? Thanks
Outbound email identification
We have built several different departments in to our SDP instance and would like to see if there is a way to have emails from each queue show a different "From" address to the recipient. A good example would be if accounting was working on a ticket in their queue and they responded through SDP, it would show to the recipient as accounting@companyx.com instead of support@companyx.com. This way the response recipient could identify who is actually sending the email and not potentially ignore it.
How do I combine the two organizations?
A requesters has previously used Zoho and now cant join my organization. How do I combine the two so that she doesn't loose her previous information? This is the email she is getting when we "invite" her to join. Sorry! you cannot accept this invitation now. Your email address is already registered as administrator under the organization amyjaekel. To join the organization Lexmark Carpet you should delete your existing organization amyjaekel.
Confidential Tickets
Hi Guys - is there a way of password locking confidential tickets say of a HR nature so not all technicians can open them? Thanks, Chris
Change Change status from Approval Pending to Approved after 24 hours
Is there a way to automatically, maybe using a SLA or Customer Trigger, that allows me to automatically change the status of a change from Pending Approval to Approved.
Timespent for Archived Requests
Hi, I would like to understand how to generate a report for time-spent on archived requests. Do we have it on the system or is query an option? Thanks!
Barcode field
Hello, Is there any established way or process to assign assets to contracts? I had an inconvenience with the SD+ upgrade from 9049 to 9307 we used to use the barcode field to link assets to contracts, with the new functionalities and after the upgrade the barcode for all the assets is now consecutive for those that had the same barcode description and it does not allow repeated barcodes and Asset admin does not like consecutive barcodes... Is there any recommendation that you can suggest so I can
How to hide the Resolve Request Window
Hello I made an upgrade from 9228 to 9307 today. Now, if I change the request status in the 'Resolution tab' from Open to Resolved the popup window Resolve Request is appearing immediately. That didn't happen before. We do not want to fill in any Request Closer Codes. How can I hide this window? I can't find the option. Regards, Markus
Name of the person assigning tickets
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Notification Feature Request - Surveys & Auto Responders per Support Group
We have many different departments that use ServiceDeskPlus and we have requests for certain ones to enable auto-replies and/or survey's. Not everyone wants a reply or a survey to be sent. I'd like to be able to customize each support group as requested. This is seen as a HUGE limitation of the application.
Unable to start Manage Engine Service Desk after installing
I am trying to start Manage Engine SDP on to a Economy virtual private server hosted on godaddy. Installation was smooth without any issues. But I am not able to start SDP. I already have FQDN on my hosts file. H/w configuration of my VPS is Memory : 1 GB Disk : 40GB CPU : 1.7 GHz OS : RHEL 7 Output while executing ./run.sh [root@svr bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/manager/ManageEngine/ServiceDesk
Allow Self Approval of Requests?
Can Support please explain this feature? I have been playing around with the application and can't figure out what it does.
License Management Questions
I have some questions regarding license management. We have ServiceDesk Plus integrated with Desktop Central. 1. Where should I manage my software licenses? Is it best to do it in ServiceDesk Plus, Desktop Central, or in both? From what I can tell, if I put the licenses in Desktop Central they don't sync to SDP. 2. When managing software licenses in SDP, what License type should I use for products like Office 365 and Adobe Cloud? These are licensed per user. I have tried the following: CAL,
Sender name sometimes different to configured name
Since upgrading to 9307, we've noticed that some emails sent by the ServiceDesk are showing up as coming from the name of the mailbox, in our case 'servicedesk'. Under Admin > Mail Server Settings > Outgoing > Sender's Name, we have configured "Company Name ICT Helpdesk" as the sending name. When we reply to our users through a ticket, it often shows the correct display name as above, but if a user replies to a technician and the technician receives an email alerting them of a ticket update, the
Resolution Saved
Dears, kindly I need your help how can I hidden massage when update on resolution and move to request as per the snapshot Best Regards, Mahmoud Nour
Filter by Additional Field
Good Morning, We have added an additional field which is applied to our users to record their Division from Active Directory. We would like to be able to use this in the Custom Filter, but it is not showing as an option. Is their a way we can register this field ? Thanks Andrew
Cleaning up
Hello support, We import all our 1200 IT users from Active Directory and the past several months there has been an extensive clean-up in AD attributes etc. In ServideDeskPlus, we have a lot of grayed-out Departments and sites. I want them gone. I'm getting this 'error: "Department is being used by a module. Hence cannot delete it." and "WARNING :Site cannot be deleted as it is being used by a module." Additionally, we also want to clean up in our Service Categories. "Service Categories [Hardware]
Support Group - Owned By
Can you please advise what the Owned By field does in Support Group? Are there any smarts attached to this field?
Automation/Custom-Trigger Option
Hi, I called ManageEngine and was quite surprised that you don't have functionality to action the below so thought will log a feature request. Scenario: When we receive notification about an employee leaving, we log a job under the Manager's name - After the job is logged, we send the manager(requester) an e-mail with specific text(E-mail template) written in the e-mail So, the step we do after logging the job - We thought we could easily automate it using custom trigger or business rule option
Survey Result: Custom Trigger
Is there a way to start a custom trigger when survey results are received? An example being, if a survey result comes back lower than a 2 out of 4, start a custom trigger that emails the supervisor. Thanks, James
Fetching Mail from Exchange 2010
We upgraded our Mail from Exchange 2003 to Exchange 2010 SP1 this weekend. From a SDP8 point of view we can now longer not fetch emails, but yet we can still send from SDP8 I have enabled IMAP on port 143 but when we try to save the setting we get the following message: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Our certificates are issued by a CA (Verisign) All other information
SD is unintentionally changing the product type
I have a very strange and annoying problem. We have a couple of canon printers in servicedesk. See example below But after scanning the product, the product type changes to something completely else. How f... is this possible.
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