Step required to purchase a product
Can anyone give me a Step by Step to purchase a product? Do I install the software before I buy it so it will show up when I add the new Vendor? Because you have to have a product to add a vendor. Or do I add the software to the product list before I add the new vendor? can't do that because you have to pick a Manufacture from a list that does not have the new manufacture. I'm really confused about the process Please help Thanks
Auto Assign Requests
Hello, We are testing the auto assign function for load balanced assignment. We have a technician that is in another region and typically only supports sites that are open in his time frame. Is there a way to setup the region,technician or sites so that the technician isn't getting assigned tickets during their his off hours?
Invalid API key
Good day ZOHO team. Here is an issue. There is a suspicion that Desktop Central does not add new software to Service Desk. When I tried investigate where is the problem could be I've discovered issue with API key. Open "ME integration" - Desktop Central and find out that API field is empty. I have technician account and can generate API. But after I enter generated key (tried with both - with expiration and without it) I have error message (see attachment) "Failed to update Associated Applications
Dominance
Hi, Can you confirm if Business Rules will override the Priority Matrix ? We are looking to amend out priorities by are assuming that the Business Rules can and should amend these based on our conditions, the last thing we want is the Priority Matrix having a fight with it over priorities. A
SDP behind reverse proxy at non-root directory
My team is evaluating ServiceDesk Plus. We would like to run the software behind a reverse proxy at a non-root directory. For example, we would like to expose the URL: https://reverse-proxy.ourdomain.com/support/ as a proxy for the internal URL: https://sdp-server.internal.ourdomain.com:8443/ We've tried to set up this configuration, but the URLs within the ServiceDesk Plus application's web pages use many absolute paths, which don't work through the reverse proxy (since the external URL isn't
Automatic forward request to external email
Is there any way to automaticaly forward on a request to a email address? We have created several custom request forms and need to be able to send a copy to other email address within the company. Is there any way to do this? It would also be ahndy to only do this when certian fields are set in the form. Any sort of ideas on this would be most welcome. SDP 7005 installed on Windows 2k3 Server using MYSQL as the DB. thanks
Cannot run program "RemoteControlViewer.exe": CreateProcess error=2,
Hello, I want to connect RemoteDestktop from the Agent, I Show the massege "Cannot run program "RemoteControlViewer.exe": CreateProcess error=2, Sistem belirtilen dosyayı bulamıyor " I was update 9.2 Build 9241 Old version 9.2 Bulid 9238 it was working. My java Version is 8 Update 121 (32Bit) What Can I do.
Polycom IP Phone Asset Discovery
We are just starting up our implementation of SDP and doing network discoveries to pull in all of our network asset information. We have a few hundred Polycom soundstation IP phones that show up as failed scans in the Asset manager module. They respond to ping and HTTP but not much else and no indentifying information is extracted during the discovery. Has anyone come up with a way to handle having all of these in the asset discovery database? I dont really need to manage them with SDP, just
Trying to use remote control
Hi I am trying to use remote control from servicedesk. I have click on the desktop central option but it never lets me remote it. It just says connecting. What do I need to check? Thanks
Fill worklog on response
Hi, is there a way to fill out a worklog automatically once or while a technician replies to a request instead of replying and than adding a worklog? Or to have an extra input underneath the reply to fill out a worklog in one hit? Cheers, Per
Regions
Hello, We are looking into filtering the requests by region (Americas, APAC, EMEA and Global). Although it is possible to filter on the Region field, it is not available on any template canvas. I assume this is because we are not using sites in SDP. Does that mean we have to define a custom field instead? How would you handle this? Best regards, Demetrius
Would like to add different satisfaction levels for the different questions in User Survey
I would like to add different satisfaction levels for different questions in the User Survey. Just noted that currently any added questions takes the defined satisfaction levels defined, uniformly. Any insight will be appreciated. Check attached snapshots. Regards, Davis Onsakia
Scheduled on hold via API Rest
Hi, is "scheduled on hold" function in API Rest possible, the same behaviour like web app. thanks
Site not pulling into new tickets automatically
Hello, We are on version 9308 and have had one instance of ServiceDesk for IT running for years. Recently, we added a second instance for our Payroll department with all new and separate data. I set up the new Payroll instance by mirroring what we had in the IT instance and went through all the sections in the Admin tab. I've noticed when new ticktets come into the system via email, that the Site field is populating much more, 90% of the time, in the new instance. The old IT instance does not
Setting a technician to see only their department requests
Hi Everyone, Is it possible to set a technician so they can only see their department's tickets within a support group? For example we have a general helpdesk support group, Could we make the manager of Department "X" be able to see only their departments requests within this support group if they are a technician, without having to see all other types of requests within this support group? I dont know how simple i made it but hopefully someone understands me :) Kind Regards, Luke
Custom Views
I would like the option to hide/disable custom views in requests that is visible to all technicians. Then it would be nice to be able to create custom views and target them to a specific group of technicians. It would also be nice if the custom views that I create for just me, either where on top instead at the bottom in the list or had there own drop down list (setting in personalize). At least I tend to use my own custom views very much. Best regards Peter Samuelsson Sodra Skogsagarna
Loading requester and technician list is slow
I noticed that loading the requester list or the technician list under Admin is slow. It takes 1-3minutes for it to come up. Is there anyway to speed that up? I am running SDP 9.2 build 9234 with an MSSQL database.
Technichin on mobile
On mobile my technichian can't see the option update status after reply same like on website, because almost our technichian use mobile, so when this feature is availible or any method to do that ? And on Custom Schedules i can see only repeate hour,day or month but i want it minute so how can i do it . Thanks A lot
Project Import Differnt Versions
Is there any way to import our projects from the version "9.3 Build 9302" to "9.3 Build 9311" Thanks,
KPI for group and technichian
Dear all, Can i cal separate KPI for the created ticket and the technichian In my case: We have the people who recieve the call and assign to the technichian,they also create PO, so can we set up to set KPI for they and the technichian in the same ticket ?
Operational hours
I know in this time we don't have any feature to split time,i mean we working from 9 AM to 6 AM and operational time should be 8 hour ( 1 hour for lunch time,12 AM to 1 PM),but if in the morning we set 9 AM to 12 AM,and when it 12 AM i'm update opertional hour from 1 PM to 6 PM, can i do that ? and if can,any query to do that,i mean i will make schedule for automatic. And 1 question about incident request and service catalog, any different feature between two request excep service request can create
Password Reset
Is it possible to allow a technician to reset the SD+ password (Local Authentication, not AD) for a Requester without giving them admin permissions? I know I can allow them to edit the Requester, but that doesn't seem to allow them to do a password reset.
VPN Software
I have a Tenda W308R Router. Can I load VPN Software on this router
Error Installing ManageEngine ServiceDesk Plus on Windows Server 2012 R2
I am trying to install ManageEngine ServiceDesk Plus (MESDP) on my MS Windows Server 2012 R2 Std and in the final steps of the installation never finish installing. It only shows an image of the module that starts the MESDP server processes. At the end it only displays the following text "Application Layer Started ........................................... ", without ever finishing the start operation of those processes. Check the Services module in the Control Panel (Administrative Tools) of my
Newly created OU is not reflected in SDP requester import window
Dear all, We've recently (last week) created an OU for a new team, however we are not able to find that OU in the import from active directory functionality. Any ideas why? Kind regards, JS
Remove Administrator from Technician
Is it possible to remove Administrator from Technician but leave it the Administration role? It's the unique local user of my ServiceDesk, the other users are synchronized by Active Directory.
all admin accounts losing privileges
Hi.. i was modify and organize the setting of ServiceDesk plus by delete and modify some sites and departments and users .... but after that we lose all admin users privileges , they can't access as SdAdmins or SiteAdmin just they can see only 3 taps as the normal requester !!!!!! the problem the local administrator also lose his admin privilege, he access like normal requester taps i try to restore the previews backup but unfortunately the modification happened before 2 week and oldest backup before
Auto close in case of Mgr rejection.
Hi, Is there any way to configure particular service requests to change the request status automatically to be closed in case of approval request answer is "Denied"? Thanks, Amr
Error registering new license
Hi, We are using the forever free Standard Edition of Service Desk Plus and today are encountering the following issue when we try to access it: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.Hashtable.put(Unknown Source)
com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86)
org.apache.jsp.calendar.Calendar_jsp._jspService(Calendar_jsp.java:604)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
org.apache.struts.tiles.TilesRequestProcessor.doForward(TilesRequestProcessor.java:274)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:455)
org.apache.struts.tiles.TilesRequestProcessor.processForwardConfig(TilesRequestProcessor.java:320)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:279)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doGet(ActionServlet.java:507)
javax.servlet.http.HttpServlet.service(HttpServlet.java:697)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:201)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
com.adventnet.console.filter.IT360Filter.doFilter(IT360Filter.java:133)
com.adventnet.console.agent.ConsoleFilter.doFilter(ConsoleFilter.java:371)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Double approval block
Hi everyone, I have a problem when I want to have a dual approval in the ticket until version 9305 worked, but now 9307 does not go anymore. Can you help me solve this problem? I've also updated to version 9311, but always the same. Thanks so much
Does a Project Admin have to be a Technician in SDP to login and view a project?
In project we have assinged project admins and members... Do we have to add them as a technician in Service Desk Pro in order to actually do work on a project?
Search Facility
Is anyone else having issues with the search facility, in previous versions, you could search easily on ID, name, key words etc, now it is very specific and searching is extremely difficult, to look for tickets as well as solutions. current build 9.3 Build 9311.
SLA Notification
I have configured our system to generate notifications when SLA's are about to be violdated. My question is why can't I send the notification to a support group. It really is kind of dumb to only be able to email one technician. If that technician/manager is on vacation then no one will get the notification. Is there a way to use a support group for the notification? It would be extremely helpful. Or if there is some other work around that would be good to know.
Longer than normal service requests
Has anyone else been experiencing longer than normal response for service requests? I attempted a phone call last week and waited about 15 minutes to talk with someone. They were not able to help me and stated they would open a ticket and get back with me but never did. I then opened a ticket for service yesterday morning and have received nothing but the automated response. Response times used to be within 24 hours yet the past few requests have been quite long. Anyone else experiencing this?
Error : Workstation audit failed. Could not identify the cause.
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan but some errors came.please check below Error. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Is it possible to change Status from Resolved to Closed in bulk?
When we went live our automated ticket closing was not enabled. Is it possible to retroactively change Resolved tickets to Closed in bulk?
Unable to close incidents as values are not available for the mandatory fields as defined in the Request Closing Rules
Hi. How can I close all attached incidents from the Problem. The incidents rules of the closing "Resolution" field is mandatory. If I have 100+ incidents enter the resolution too hard, but disable this mandatory is impossible. thanks
Interrogation scripts
Hello, We have been searching for the following. Is it possible to add to a request interrogation scripts / Questionnaires? We have adjust the templates but we have put the interrogation scripts / Questionnaires in the description but when changing the templates this will not be updated. So is it possible to add interrogation scripts / Questionnaires to a request? With regards.
Servicedesk Plus Professional - should be able to split it by department
Last year Sir. Nirmal K. Manoharan came in to Brazil and gave me some great news. " at the first semester of 2017 SDP would be albe to segregate it's access by department. Evoluating to a CRM that could be spreaded to sereveral departments other than IT department. " So far, I'm not able to see that roadmap becoming true. What now ME, is that will still happen ?
Please update status of SD-63897
Dear Sir, Please update SD-63897 Status? Thanks Viraj Potnis
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