AerData ServiceDesk Critical Issue
Good morning all, It appears that ServiceDesk is not working properly at the moment for AerData. There was a glitch in SD a few moments ago which made it unavailable for a couple of seconds. Now it’s available again and the new tickets that are coming in are fine, but the pre-glitch tickets are not displaying any information. Could you please verify this issue ASAP? Thank you and kind regards, Bruno Rego
SD Update uninstalls
Every time I perform an update, the ppm unpacks and then says (after about 10 minutes) that the update has successfully uninstalled. I restart the service and everything is fine be it that I am stuck on SP 38. The same has happened with 39, 40 and 41.
Font/Bold Unassigned Tickets
Since upgrading to 9.2 Build 9240, we have noticed that the Font has changed and it's VERY hard to tell the difference between unassigned and assigned tickets now. Is there a way to change this? Thanks
Physical Inventory Data-Bulk Import?
Hello, After completing a physical inventory into a spreadsheet, I would like to import the spreadsheet data into CMDB so I don't have to manually update every record in Service Desk Plus Version 9.2 Build 9239. What is the best way to accomplish this? Thank you in advance.
DUO Multi-Factor Authentication Integration
Is there a way to Integrate DUO Multi-Factor Authentication Integration with ServiceDesk Plus MSP and Desktop Central MSP? I don't see any documentation available for this on your website. Thanks!
After update does not sync with Analytic plus, error in some table.
Good afternoon I recently upgraded ServiceDesk plus build 9238, and when I synchronized with Analityc Plus I received the following message. [00:46:04:171]|[01-13-2017]|[INFO]|[108]|: Table Creation Json String {"COLUMNS":[{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Users to be notified","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Upload Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Download Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Website","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Domain
Get Last Updated Time using API
I do not see the contents of this field in the API. It is an important one in my view. Does anybody know how to access it?
Back-up Technician Scheduler
When we try to utilize our back-up technician scheduler, it only reassigns the requests based on the due date of the request. We need it to give us the option to reassign based on creation date. If we have technicians out and incidents are created, we don't want the requestor waiting and not being responded to ASAP just because their due date may be later based the SLA. Also, if it were hourly and not just by the day. Some of our technicians work half days and would need to be taken out of the
SDPlus and Office 365 mail settings
Hi Last week our company finished migration to O365 from Lotus mail system. Also email account used in SDP has been migrated. But now I'm trying configure email settings, but without success In log I can see only error- Connection refused We are using proxy service in cloud - zscaler for connection to internet Could yopu please help me configure this function i SDP.
Notification Bell Doesn't work
Hi Before some updates, the notification bell stop works. I See another topics and follow the steps and nothing. I check the "Server.XML" file and it's Ok: I check if port 8081 is open and it's ok too. Open and Estabilished: Follow attached the xml file to analyse. Can you help? Please? Regards Rogerio Paliosa rpcorrea@interaxa.com
Requests and tasks for each project by status
Hello, I'm looking for a report that shows the requests and tasks that are associated to a project by status, like this: Project 1 Open On Hold Work in Progress Closed Requests 5 6 7 10 Tasks 3 4 6 11 Project 2 Open On Hold Work in Progress Closed Requests 6 3 1 22 Tasks 8 1 5 33 Can this be done? We're on v9.2 Build 9227
Query Report - Stale tickets
Hello, This might have been posted before and I apologize. I'm looking for the query for a report that shows all requests that are open/on-hold/[custom status] that have not been updated in over a week. In the columns I would only want to see RequestID, Subject, Tech, Priority and Last update time. Thank you in advance for your help.
SQL to find Last Login for Licensed users in SD+
We are using MYSQL thank you.
Change Site based on Requestor's Site
Hi, I can't work out how to automatically set the Site in the Incident Template to be the site of the Requestor. I have tried the custom actions but these don't appear to reference anything about the Requestor's assigned site.
Service catalog form
Hello, I create a new service catalog(laptop lending), Is there any way my user can view only the assets that is available for lending and not all my assets? Best Regards, Vangelis
E-mail Command logic
Hello, Could you please help us to understand the E-mail Command logic? When an e-mail message is fetched containing @SDP@ in the subject: STEP 1: SDP checks if the e-mail sender has a login in SDP Yes > check the role associated to the user profile and continue to step 2 No > treat the message as a reqular e-mail (and create a new requester profile if needed) STEP 2: SDP evaluates the E-mail Command parameters and looks for @@REQUESTEREMAIL=...@@ in the message body
Service Desk Plus for MSP -- Demo installation
Hi Anyone, After installing the demo software, I'm not able to login.. I tried to find the default account via SQL, but its all blank.. Manually checking the tables show all blank.. I downloaded the latest version today, 2/2/17 Help Required to generate the default account and password .. Running on MSSQL This selection comes back blank.. select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id
Vendor record not visible in List
I am trying to add a Vendor because it does not appear on the list however get "FAILURE :Vendor with same name already exists. Please provide a different value"
SDPlus - SharePoint Integration
Is there any way or plans to integrate SDPlus with SharePoint? I'm asking on behalf of my Director who is interested in such a thing.
Issue - Exporting The Service Desk "WorkOrder" Table To Crystal Reports
Hello Experts, I'm new to Service Desk, so forgive me if I'm making an obvious mistake. I've pulled the Manage Engine Service Desk database and all of its tables, columns etc into Crystal Reports. [In case you don't know Crystal Reports is a piece of software for creating reports from virtually any data source - in this case, Service Desk's database.] Now, I've had a look at an image of Service Desk's "Work Order" table from October 2010. (See image 1) Image 1: Inside the "Work Order" table; you
Possible to add members to projects in a group?
We often have the same people working on multiple projects. Can we assign members to projects from the group level so we don't have to select each person for each project?
Report to show number of requests / incidnets
hi all im looking to build a report to breakdown how many requests and how many incidents we have assigned to a particular group Example Service desk Incidents 25 Requests 36 Also would it be possible to get this as a % on the overall total Thanks
Run SD+ as a virtual host
Hi there I am in the process of installing Servicedesk Plus on a server that is allready running a instance of apache. (Ubuntu) I been looking for a solution to run Servicedesk plus as a virtual host on the same server. On the same IP and port number (80 or 443) but on a specific host name. I know this is possible on "ordinary" web sites in apache... I already run three web sites this way on this server, but not Servicedesk plus. I know it is possible to run it on another port number, but that is
Department shows as NONE - SDP updated to 9240
We have a problem when editing requesters details some will have departments field already assign some will not be blank when trying to either add or modify existing department the filed shows as non and when trying to select the list doesn't show we also tried associating to site and the list still doesn't populate.
Service Desk - Question - Columns Exported To Crystal Reports
Hello Experts, I'm new to Service Desk, so forgive me if I'm making an obvious mistake. I've pulled the Manage Engine Service Desk database and all of it's tables, columns etc into Crystal Reports report. [In case you don't know Crystal Reports is a piece of software for creating reports from virtually any data-source - in this case, Service Desk's database] Now, I've had a look at an image of Service Desk's Work Order schema from October 2010. (See image 1) Image 1: Inside the Work Order table;
Non-project administrator role cannot see milestone comments or history pages - appears blank
Hello, Trying to use Project module to manage lessor projects and have found that non-project administrators cannot see history pages and comments made for milestones. Even assigned role as project admins who are not project administrator to module can see them. Any suggestions or known issue here to be addressed? Thanks, john
Change Module
Has anyone recommendations on alternative approaches where the systems does not automate approval for a change to the change requester? We're trying to avoid sending "another" manual email.
Partially hidden description or conversation
Hello, Did anyone experience part of the request description or part of the request conversation being hidden? Sometimes we need to click on the following symbol to see the complete description or conversation: Unfortunately this symbol can be easily overlooked as it is appears at the very bottom of the description or conversation and not where the text has been hidden. It does not seem to be browser related, because we have it with Internet Explorer, Firefox and Chrome, even in private/incognito
Add Contents of Custom Field to Task Title
Part of our account creation process includes receiving an AUP form signed by the department manager requesting access for new users. With our old ticketing system my process was to manually paste the new employee's name onto all of the child tickets aka tasks. Is there a process that I can use to automatically have the contents of a field on the incident template, lets say "New Employee Name: Freddie Kruger" automatically be parsed into the Task Titles? The tasks would be listed like this, New User
Can someone give me a report query showing the project ID and project task id's
Project id Project Code Title Project Type Owner Priority Status Createdby Created date Schedule start Schedule end Actual start Actual end Projected On Site
SSO Setup - NTLM Redirect on logon
Hello, I'm trying to get the SSO to work properly but I can't seem to figure out why it is not. I've imported users, set up the domain PC for authentication, etc., but when I try to open the page pass-thru is not working. I receive a quick message the "NTLM Failed Redirecting to Login Page" at which point I can manually log into the system using my domain credentials without a problem. The sso.log shows that the netlogon bind is successful but there is an exception: description: [sso Embedded
can't delete tech group
I have a tech group that we don't use, try to delete it - get an error "can't delete group" why?
Automatic approval?
Hello guys, Is it possible so that when a requester logs a request it is automatically sent to a certain individual for approval. If not, is it possible to allow requesters to submit for approval instead of technicians? Kind Regards, Ryan Parker
Technician Help
Hi all, I have some very strange issues here I was wondering if someone could assist. I have two issues but they might be linked. The first issue is that I have 2 technicians that cant see some items in the Service Catalogue, everyone else can see them but these two technicians can't, I have tried rebooting the service and this hasn't made any difference. Both of these technicians have full admin rights to the service desk yet they can't see the missing items in the service catalogue. I have full
service desk error and db repair?
hi all newbie here i have taken over servicedesk from a ex colleague and we have started to get this error we are running windows 2012 , sql 2008 is there a repair util for this? here is a screen shot of the error ? one other thing our java is running at 84% cpu and around 4gb ish.
How to change field SITE using Work_order field value?
Hi! I'm trying to set scenario on incident form. I want to fill up field SITE for all users from additional field. Additional field is a drop-down list, so I trying to recieve Value, not Text. It's look like that: var x=$CS.getValue("WorkOrder_Fields_UDF_CHAR4"); $CS.setValue("SITE", x ); Where I do wrong? Thanks!
Send alert
Hi, Is there any way to send alarm for users(requester/technician) for their request? if no, we have a messenger in our network that can receive messages with vbs. is there any way to run this script with sdp for send messages? i test custom trigger but not success! thanks!
Mandated Resource Fields Not Being Enforced
I am on 9.2 Build 9238 and I have several templates that have resource fields that are mandated. I have noticed these templates can be submitted regardless of whether the mandated resource fields are completed or not. Is this a currently known issue, is anyone else seeing this behavior?
Reports on the selfserviceportal
We have created some reports that we need to share with the requesters. Is there a option to do this via the selfserviceportal.?
Issue importing *.mpp files
We are currently on Build 9226 and cannot import MS Project files - "Error occurred while importing project". Any ideas why and where I can begin troubleshooting?
Next Page