Disable automatically hidden or locked conversations for requester
Hello Could you please tell me how turn off "automatically hidden or locked conversations for requester" If someone reply (CC) for request, then requester cannot see this conversation. If it possibe to turn off this for everyone ? - please find attachment below sdp.png. where can i change this. My SDP version: 9309 Regards Lukas
SDP MSSQL Log is too large, can delete it ?
SDP: two server, one is service server. The other is DB server. There is one log on DB server which is too large, about 80G. DB is only 20G path log name: servicedesk0524_log.ldf If the log is deleted, is the service nomal? Thanks!
Problem Importing 1 Requester from AD
I'm trying to import one requester from Active Directory. When I import him by username, the result window shows: Total Requesters in Active Directory - 1 Added Records - 0 Overwritten Records - 1 Failed Records - 0 However, when I search for that username in the Requesters list, no results are found. He's also not listed under Technicians. He was once a technician, now a regular requester. I did try to manually create his account, but I receive an error that a person with that username already
When a user put in an invaild email address into the email id's to notified field
This causes the ticket to not be resolved by one of my techs. I also can not delete the invalid email address even though I am the administrator. How can I fix this?
9311 vs Chrome
Since upgrading to build 9311, Chrome will no longer work with SDP. I have to use IE or IEtab for the site to even render. This initially was happening as part of the 9310 SSO issue but as 9311 was supposed to fix this issue, it seems odd that it not only didn't fix SSO, it caused the site to not render as well. I've since rolled back our production SDP box to 9309 and kept my test SPD box on 9311 to try and troubleshoot. Anyone else having issues? Sean
Integration with WorkFront
Hi, We use Work Front for project and task management (www.workfront.com). Has anyone integrated SDP with Work Front before? Looking for knowledge/tip sharing. Thanks, Lee
Creating a request automatically based on another request
We're using SDP 9309. We use service catalog requests extensively. One of the things we use it for is creating new users. The New User service catalog request template has tasks and workflows built into it. One of our tasks is the activation and configuration of an employee cell phone. The problem is we typically don't provide employees with a cell phone until they've been working 60-90 days. However, we do not want to keep the request open for that long just to wait on completing a couple task items.
Due date not showing
Hi, I don't see any due dates in my request lists. Ive set up the SLA's but not sure if I need to set up anything else? Please advise Regards
Purchase Request Issues
Version 9.3 Build 9307 Where to start? We have a number of Users assigned as Purchase Request approvers, however when a Purchase Request is submitted, the User is unable to print a full copy of the Purchase Request. Can this facility be added, and can the format be more like the Purchase Order print format? Shipping Details: When converted to a PO, this becomes the Shipping Address. This should be specified as "Shipping Address" on the Purchase Request, not "Shipping Details". There should be the
ServiceDesk Plus REST API and Json
Hi there, I am currently creating an integration between SDP and another support system and was wondering if it is possible to use Json data format for creating a new request as opposed to using the xml post attribute INPUT_DATA as outlined in the API Documentation. If it is possible to use Json, do you have any basic examples or documentation for this. Please note we are currently using version 9.0 Build 9003. Thanks for your input Allen
Requests still present in "Requests Pending My Approval" view even if approved
Hi, in our Service Catalog there are some items with a single Approval Stage but two or more approvers configured. It happens that even if I approve the Request, it is still present in "Requests Pending My Approval" view until others Approvers approve or deny it. Any idea on how to solve this issue? We're on 9.308 Thanks in advance alessandro
Assigning Edit rights to Custom Dashboard
Hello, I have created a shared Dashboard call Europe IT, I would like the Regional IT head & one his Team member to be able to make the changes ("Add/Remove the Widgets") to the custom Dashboard. In the Dashboard settings i have only option to Share, and with that option the other cannot make the changes to the Dashboard. Kindly suggest. Thanks. Pankaj Bhadage
Security/Permissions for Task Worklog
Hello, I was wondering if it is possible to limit permissions on the task work log in Service Desk? If an individual is an owner on the task can we make it so they can only see their work log details for the task and no one besides them? Thanks
Add requester not in via AD sync error
We have this option turned off Yet is a user enters a Requester name in a Change who is not in the system and saves the request, they get a prompt: Is there something else we need to do to turn this off? And if not, what does the top option apply to? Thanks David
what is the status of SD-63897
Dear Sir, please update Status of below ID? Thanks Viraj
upgrade from build 9046
Hi can someone give me the upgrade path from build 9046 to the most recent? (Yes, I know we are far behind, but trying to fix that now!!!) Thx
Connecting to ServiceDesk Plus via iPhone App
Hi I am trying to set up the iPhone/iPad app to work with our SD+ which is hosted on our LAN. I have an external Internet IP which I have assigned a domain name to. ServiceDesk Plus is configured to use SSL and certificate is install and can be verified when connected on the LAN On our firewall we have configured NAT to direct https requests from the Internet IP to our local LAN IP I have configured the correct domain name using SSL on the iPhone app I followed the guide in scenario 1 here All I
Technician assigning
Hi Is there any way I can prevent the technicians from changing the status to ON HOLD or reply to the requester without picking up the ticket. Thanks & regards Murali
Work Log Description
Is there a way to require a work log description entry before closing a ticket. Right now work log is required to close but that only requires a time spent value be entered and not a description
Does auto close only work if RequestType = Service Request?
I am having a hard time getting Resolved tickets to auto close after a day of being resolved. Does it only work if Request Type = Service Request? If so how do you autoclose Incidents? Also, is there any way to auto close existing Resolved tickets in bulk?
Custom trigger for catergorizing requests
Good Day I would like to create a custom trigger when an email comes to the service desk that it automatically categorizes the request by the use of a keyword in the subject of the email. I hope you can help. Thanks
How to add contact field to Quick incident?
Any possible way? Can i totally change this quick form or replace for custom?
Tickets view rights - All their department requests
Hi Appreciate if you could help me to make a permanent setting to make the default request view rights of any NEW requester as "All their department requests". Now it is "own requests only". Thanks & Regards Murali +971 50 6424099
Restore to new build not working
Hi, I have built a new VM to host a new install of SD+ and want to restore the configuration and data. I've tried downloading the original version I installed on the old server, updated it to the same version as the old server and tried to restore from the backup I took yesterday. The backup appears ok but is in two parts. Is that normal? When I try to restore the data and config from the backup files, I get a dialouge box that asks if I am restoring the data in production build. I answer yes
Barcode Scanning in App
Reading through the responses to prior requests for bar codes to be added to SDP, it seems that it was planned for bar code scanning to be available through the Android/iPhone apps. Is this still on the horizon with the bar code feature implemented in SDP? It is critical that I have a way to easily move items from in storage to in use, and back, as well as audit by my inventory via bar code scanning. Without some sort of integration with bar code scanning, the bar code feature isn't very useful.
Automatically close ticket/incident if ticket open for long period on-hold?
Hi I've configured a custom status of "Awaiting Response from User" which stops the timer until they respond by email or by self-service. We have a large number of users who will never respond despite prompting. Is there a way we can automatically close/resolve a ticket if this status remains for say 14 days with no response? Thanks
Sub Category Search
In relation to search functionality for categories. When closing a request currently you need to select a primary category and then a sub category. Is it possible to set manageEngine so that when you click into sub categories it shows all sub categories and automatically sets the primary depending on sub category selected.
Requester replying to closed ticket is not working properly
Hi there, we have some problems with closed tickets in Self-Service Portal Settings we have "When the requester replies through E-mail / Portal to the closed requests. Perform the following: Create as a new request." But requester is still able to re-open the closed ticket ! What did we wrong? thanks alessandro
Can I import team members (technicians from AD?)
Hi, As above! Can we only import requestors?? TIA
After the upgrade to version 3011, the service does not start
After the upgrade to version 3011, the service does not start startout.log - " Wed Jun 14 09:30:35 MSK 2017 : requestScheme is http "
Move request from one site to another even with limited access
Hi Team! I know how site-restriction works in ServiceDesk but wanna start this thread and hopefully I can get a smart "script-guru" to help me out with this. Background: A ServiceDesk installation. That ServiceDesk installation have multiple sites. That ServiceDesk installation have multiple techs in multiple sites. That ServiceDesk installation have multiple support groups in multiple sites where they have techs. Scenario: Site 1 - One tech is working in site one. Site Stockholm. This tech has
Dynamic Field visability on saved request
Hi, Is there any way of not showing all the dynamic fields from the form in the Request Details section on a logged call if not relevant/an answer was not selected: See attached example Many thanks, Lisa Your Version : 9.2 Build 9236
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module.
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module. SDP Database: PGSQL SDP Version with current build number: 9.0 (Build 9027)
Autoassign ticket based on email sent To:
ServiceDesk Plus monitors an Exchange mailbox with a default address of HELP@domain.com I've added an email alias of DEV@domain.com to the HELP@domain.com mailbox I'd like all tickets sent to HELP@domain.com to be assigned to HELP support group I'd like all tickets sent to DEV@domain.com to be assigned to DEV support group. I've created a business rule definition looking for the criteria of To: IS "DEV@domain.com", then perform the action of Place in group "DEV" This does not seem to work.
SDP crash in browser after certain time since upgrade to 9309
Since we upgraded to SDP 9.3 build 9309 some users are reporting they get signed out of SDP after a while. They basically get an error message and when they click Ok they get sent to the login page and have to re-login. Is anyone else experiencing this behavior? It seems to be dependant on the browser you are using since Chrome seems to work ok but IE and firefox gives the error. In chrome I got the following error: I wasn't able to access the site until I cleared the cache or open an incognito tab.
ITSM/ITIL and Request Types
Folks, We are trying to encorporate our SDLC into SDP+. I'm wondering if anyone else has done this. We would like to, in some way, separate enhancement/feature requests from support requests, but we aren't sure of the best place to make that separation. Do other people use Category/Subcategory/Item to make this distinction? What about using an entirely different request type (e.g. Incident, Service, Enhancement)? Should we leave it as a service request type and put it on hold we we track SDLC through
ServiceDesk Plus and AlwaysOn SQL Availability groups
Good Afternoon, Does ServiceDesk Plus support MS SQL AlwaysOn Availability groups? We are wanting to set it up on a MS SQL AlwaysOn Cluster. Also if we enable ServiceDesk Plus failover, does this support MS SQL AlwaysOn as well? Thank you!
Ability for a Request ticket to link to predefined Form or external template?
Hi Guys, We have certain templates within our business that have to be filled in for new starters or new equipment etc. Is there a way within a servicedesk request template to link to a specific form / external template? So basically a line manager can request access to our "New starter template" on sharepoint or another location via the self service portal or request form. This template covers access to company applications / email set up / telephony etc. Once these have been created by our technicians
Is it possible to edit the Add Requester form?
Hi, Just wondering if its possible to edit the form to allow me add the address of a requester? Thanks
SD+ LogIn troubles
Hi, After reinstal SD+ I have problems with LogIn. Default administrator/administrator account isn't working, as well as guest acconut. I tried to switch my Google Chrome language to English, tried LogIn in IE. Then, connected to DataBase, tried to reset the administrator account by following instructions on the link: https://www.manageengine.com/products/service-desk/faq-admin-modules.html#AdminUser13 . My version is 9.3, db is postgresql . Log: ________________________________________________________________________
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