Login fields are not accurate anymore
After the SDP update to version 9301 the login fields are not displayed correctly. It is only a cosmetic problem, but it looks not so good, als you can see in the screenshot. This should be corrected again. ServiceDesk Plus host is a Windows Server 2012 R2 in German, login website tested with FF 51.0.1 and IE 11 - same problem.
Report on Ticket Created by Department incorrectly shows "Not Assigned"
I'm running a Matrix Report on ticket created in the last month grouped by Department. Among the results is a "Not Assigned" line, however when I run a new tabular report to see which Requesters have a "Not Assigned" Department, the results show requesters whom I can confirm have their departments properly assigned.
Report on templates
Hi, Anyone know of a way to make a report that shows how many requests are based on each template? Like: Default Template: 1.349 New Employee: 45 RoboTech-template: 459 etc. /Rasmus
EMAIL NOTIFICATION RULES
We would like to configure email notifications to be received by specific Technicians and managers when a ticket has been closed or resolved. We are providing IT support to 7 sites/companies. We created two CATEGORIES a requester can select when logging a ticket - IT OPERATIONS and BUSINESS SYSTEMS. There is one manager for Business Systems and one manager for IT Operations. We have total of 20 Technicians – 13 Technicians for Business Systems and 7 Technicians for IT Operations. When a requester
Assign Group and Technician
Hello, Only the group looks when I want to throw a technician. Has this feature been removed in the last version? Under this group there are 3 technicians. versiyon: 9.3 9304
Failed to start the server. Please refer logs for more details -- 64 bit on a 64 bit Linux Debian 7.7
Hi, What command(s) need to be executed / what steps need to be taken to start the application ServiceDesk successfully ? root@fr:/apps/ServiceDesk/bin# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /apps/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Request issue
Hello guys, I am new in using SDP. Where the person who was been notified by the requester, can't see the request when is closed/resolved by the requester! So,my question is "How can the person notified can view the request which was closed or resolved?" In this case, let's suppose that the person notified is the line manager of the requester. Kindly assist, Brian B.
How do I extract support group and the content in to excel
Hi Support, Appreciate you could advise the query to extract support group into excel along with the technician. Regards, Vincent
Apache Struts Jakarta Multipart Parser Vulnerability
There are public reports describing new vectors for exploiting the CVE-2017-5638 vulnerability in Apache Struts v2. Is ServiceDesk Plus 9.3 Build 9302 vulnerable? JMichelD
Configuration Report On Categories
I am looking for a query report that will give me the categories, sub-category, and items that we have configured in SDP. We are running version 9110 and using MS SQL. Craig
SDP Update Manager
Hey All, Have some ongoing issues with SDP in which that any new service pack installs fail, they are currently logged with ME. I just have question on something I just found now on SDP. I ran the UpdateManager.bat and it shows the below With these updates showing does this mean I have 9218 installed? I am asking as SDP itself shows as 9213 installed and the issues I am having is I was on 9212 and tried various Service Pack updates and always failed. I then tried the 9213 update and it worked fine
Built-in way to audit SDP published ticket subject?
Team, I'd like to be able to evaluate the quality of our tickets in an automated fashion. Is it possible for SDP to automatically compare whether the original ticket subject and the present ticket subject are different? If not, has anyone tried this: 1) Create a second field called original Subject. 2) Create a business rule that upon creation copies the subject to this custom field. 3) Run a report comparing the current subject to the custom original subject field. Would that work? Thanks, Adam
Requester - Po Permissions
Hello, I'm reviewing the online documentation for updating requester roles and I don't see this option available to me. I want to give a requester access to create/edit PO's but I don't see the option available to add a role. Attached is the screen shot from the online instructions and a screen shot of my choices.
Forms and Field rules at Task level
Hi, We have a requirement as below. We want Support group to be changed automatically when we change the technician of a SR. (We can achive this using Forms n Field rules). But the same thing we have to achive for tasks. We couldnt find any such Forms and Field rules for Tasks. Kindly help.
Adding a new tab in ServiceDeskPlus
Hello, We currently use ServiceDeskPlus 9.2 Build 9229 and we would like to add the Service Catalog to the upper tabs. Currently, we have to click Admin and then find Service Catalog in order to navigate to it. We don't want to have any of our end users to attempt this. How can we build this tab and make it more convenient for our customers?
Report to show number of service reqeuets and incidents
Hi im looking to build a report that will show show all the service requests and incidents for each week and for a particular group service desk Example Week 1 Week 2 Service requests 23 Service requests 30 Incident 30 Incident 40 Thanks
Latest release (9303) have changed a common word in Swedish
Yesterday evening I upgraded to latest version (9303) and I then noticed that a common word in swedish has been changed from 'Ärenden' (Requests in English) to 'Begäranden'. This is a very strange word to use for Requests and I can see the new word is located in many places.... to many to change myself. Please have a look in the attached screendump aswell for previous and upgraded version titles. Possible for you to change back?
How do I export out all my category and subcategory to excel or CVS
Hi Support, I'm planning to do some enhancement to my current category and subcategory. Which i'm require to export out the current category. Appreciate your advise. Regards, Vincent
Tickets with Attachments
Hi Can I get a list of all the ticket numbers that have at least one attachment? Any query to generate such a report? Thank you :)
Imported accounts do not appear in the list of technician
Hello. 1. I have a ServiceDesk server version 9.3.9300 installed. It enables support for the LDAP server. The server LDAP is an Active Directory server. 2. From the subdivision that is the base in the LDAP request recorded in the ServiceDesk server, the account is moved to another organizational unit. 3. A corresponding technician record has been deleted from ServiceDesk. 4. The account was moved to in the subdivision, which is the base in the LDAP request recorded in the ServiceDesk
How to remove "Personalize" feature at Requestor
Dear Support, Is it possible to disable or remove the "Personalize" feature at Requestor interface? I have attached a reference screenshot for you. Kindly give me detailed procedure. Thank you very much in advance. OB
Filtering out unused CIs in report
Hi, I am trying to create a report containing a list of Business Services, but I want to filter out those that are flagged as 'not for further use'. I can't find an option to filter this - does anyone know of a way to do this? Thanks Paul
Restore from full backup to a new erver fails 9302
Hi, We are trying to move ManageEngine SD to a new server. Full backup taken of 9302 version. Version 9302 installed. Restore fails. Any assistance is greatly appreciated. Regards, Tom
Conversations in Requests/Tickets
Can you please advise the logic behind red and green email indicators. When it's green, I only have the option to Forward. However, when it's red, I have the option to Reply, Forward, Split as New Request and Delete.
make it mandatory to Assign Task to Technicican
We need a way to make sure Technicians are assigning tasks to another tech all the time.
Password postgre
Regards, I need to know the password and the default port of the postgresql database in SDP version 9.3. Thank you.
Auto Assign Request Approval Permissions to AD imported Users
I am looking for how we can Automatically assign approval rights to manager accounts that are imported into Service Desk Plus from Active Directory based on an AD flag or Job Title. Is this possible?
Error Servicedesk+ App
Hey, When i want to change the technican in the Servicedesk+ app on my iPad ik get the error below. additional info: using a iPad 4, iOs 10.2.1 Servicedesk + app version: 4.1.2
Scheduled reports don't run after service stop/restart on v9.3.9303
Hi, We have an urgent issue with ServiceDesk Plus in that every time we stop or restart the windows service the scheduled reports all stop running. I’m running v9.3.9303 and build 9304’s release notes doesn’t mention anything about this being fixed. This happened on Friday last week but we only noticed it this morning. Regards, Andy Ps. This has been logged on the ServiceDesk Plus helpdesk on ticket # 8036611 just now.
is there a way to reset survey result?
We're still testing SDP and wondering if there's a way to reset the survey result(s) submitted as a test?
allow more than 1 associated change for one project
Hello We looked forward to the 8.2 version of SD+ and are happy using the project module now! In the project mgmt. module, one can associate only one change to a project, In reality, it is often the case that a project entails multiple changes. So we suggest to be able to: create new changes directly from the project module, in the same way as you can do it from within incident & problem module to be able to associate multiple changes In the same idea, we should see in the change module if a
System Update
Any way to remove the system update information... It currently shows an update, when we are already up to date. I'm assuming its because we don't have the proxy server information populated, but we would rather not do that. I would just like to remove the option of it even check for the system update.
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
SSO asking for authentication on web browser
Hi We have setup to test servicedesk as we are looking at buying the pro version, but we are having problems with SSO. The active directory has worked and can login via the login page selecting the domain as the auth server, but SSO will not auto authenticate, Even putting in the AD credentials of the users it will not login when prompted in the browser I have tried all the suggestions in the forums here and none seem to work far. Thanks in advance
Auto Populate a Field
Hi, Is there any way you can auto-populate a field or Resource Info section with different values ? We'd like to add the users Reporting To person in a field , is this possible ? $REPORTING_TO$ A
Stop Timer Has Yet Again Disappeared!
After performing service pack updates to go from 9240 to 9301 we have noticed the Stop Timer option under the Actions tab is gone! This seems to happen quite frequently with your service pack updates. Why? It is very useful. Did it get moved? Please bring it back!
Archive to a Archive DB
Is there any plans/method to archive to another database? The moment you have quite a lot of records, the files is getting quite big and if the archive data can be in a separate db, it will have a huge impact on reports, backups, etc.. This way you can keep your archives for a longer period not affecting your real-time data. Regards
Customize Request View Rows
Hi, Does anyone know if there is a way to either color code the rows (or even the text) in the Views for Requests based on criteria? Such as: If Technician = Unassigned then text/row color = blue; Priority = xxxxx then row = yellow; etc. We manage various technicians and groups so having them on on view tends to blend them all together with no easy way to see who has what tickets. Thanks for any thoughts or if it's possible.
How to configure the system to send a notification email to the technician when the request is due?
There is a way to set up the system so when the request is reached the due date, the technician will receive a notification email.
Approve.jsp pop-up page
Hi there, i want to show other approve details inside apporeve.jsp page. are there any chance of this? Thank you.
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