Configuring SLA
Can SLA's in servicedesk plus be associated/linked to sites on the SLA rules?
Agent Remote Control Error
HI，I'm Mike I'm testing ServiceDeskPlus,I find ServiceDeskPlus 9303 in the use of Agent remote control error, the error shows "Can not run program" RemoteControlViewer.exe ": CreateProcess error = 2, Sistem belirtilen dosyayı bulamıyor" please help me ! Thanks! Remote computer OS: Win7,Win10 Control Computer OS: Win7,Win10 Control Web browser：IE11,Firefox 37.0.1 JRE1.7.0.45
CSV file for contacts import
Any one have an example csv file to import contacts?
Move tasks?
Hi, is there a way to move tasks into a project? Sometimes isolated tasks should be grouped into a project, but I can't find a way to do it without delete them and re-create thanks alessandro
Poor Support
Hello Since Service Desk Plus went to a free model I have noticed the level of support has fallen considerably. It often takes over a week to get a response and even then it's a question that has already been answered in the initial report. I have spoken to support team managers and been told that the release of version 9 caused many issues and the support teams are busy. It seems that the support team are more concerned with closing a request quickly rather than the quality of information given.
Not sending notifications
I am using ServiceDesk Plus v9.2. See below notification setup. Apparently, all settings needed under Technician Notifications module are set, but technicians are not getting any notifications. Have also check the Junk filter condition under Admin-->Notification rule? If any of the condition matches though none do match. Kindly assist on this.
Computer under Non-IT Assets
Dear, is there any issue if we add workstations/PC under non-it asset , because we have 100 MAC computer and no need to install the agent on these pc's . what is the impact if we added in the system .
Get the Password of the new user
Dear Support, I hope you doing well, I just want to ask you, If we create new ticket from our email support but the user who sent the email is not in our Company, Then the system has opened new ticket by his email address and also new user in our Application So My Question how the get the Password of the new User to login the our SDP server Note that The user who sent the email has new new
Forwarding an e-mail in a request - Mail headers
I am wondering if it is possible to get the mail headers within a conversation history when forwarding from within a request. Thanks, Patrick
Where do these groups come from on service catalog templates?
We're using SDP 9301. I was editing a service catalog template and noticed what I thought were extra groups in the "Associate Groups to Template" section. I didn't think we had that many groups, but maybe I was wrong. When I go to Admin > Technicians > Support Groups, I do not see "Hardware Problems, Printer Problems, or Network" listed in the active or inactive groups: I am logged in as a full admin. Where else would these groups come from? Or is this a bug? Thanks.
Populate automatically a field in requests
Hi all, I'm trying to manage an automatic update of two field in opening/modifying Requests. 1. A request in son assigned. A Technician takes it on charge: I need that "Group" field was populated with the group which Technician belongs. Example: Tech1 belong to Network group: when Tech1 takes in charge a Request, "Group" field is populated with "Network" value 2. I added a custom field to Requester and a custom field Request. When a Requester open a new request, I need that custom field in request
Reply using "SMS the Technician"
When sending SMS message from a ticket using Reply -> SMS the Technician the message sent is not stored in ticket "Conversations" nor ticket history. Can you log such information?
$ApprovalLink does not work
Hi The approval link that is sent in the Mail for service request approval, does not work . It gives this error: Invalid Key : Key could have been changed manually or would have been an old one. Why is this so ? The key has not been modified. Also, in the Notification Rules when I try to set the $ApprovalLink, there is no such variable in the column at the right that contains all the variables that can be included in the template.. Snapshot has been given below: Any solution to this? Version and
Migrate to new server and change database type
We currently have our SDP installed on a Windows Server 2008 (not R2) server using MSSQL Server on the same machine. I am looking at decommissioning this server and need to migrate the SDP installation to another server. Is there any benefit to moving to PostgreSQL (if it is possible to change the database type) or should we stick with MSSQL Server? The new server does not have MSSQL Server installed on it, but we can use separate one if needed. Is there a procedure for migrating the database from
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
Restore Error on Servicedesk - using postgresql
Dear Support, I want to restore a backup file into another newly installed ServiceDesk in another server. But I encountered the error. See below details I got from the command prompt, where I run the restore. I saw errors like "Access Denied". Please help me find the solution for my problem. Thank you! - OB ==================================================================================== D:\ManageEngine\ServiceDesk\bin>restoreData.bat -c ********************************************************************************
Servicedesk Plus - Opens in separate tabs
I have upgraded to Servicedesk Plus 9.3 build 9302. Since I have upgraded when I open a new request it open in a new tab. Is there a way to change that back to working in the same tab? If so, what is the setting that needs to be changed. Thanks.
the attachment in a request was not attached in the Change that created from this request.
hi, When I create a new Change from a request (select :associate change >> new change), The attachment in the original request did not attached into the created change. Is this as per design or a bug?
Service Level agreements
hi i have problem, I priority have 3 hrs resolution time and response time is 15 minutes, but when i create incdient its write me thats there is only 1 hour for resolution. please see pictures
How can I remove a support group
Team, We are revamping our support structure and I need to remove a number of support groups. If that is not possible, I need to hide those support groups. What are my options? Thanks, Adam
Require fields when ticket is assigned, or emailing requestor, or using worklog
We get the majority of our tickets emailed to us, so they come in with most fields set to "not assigned". I have some daily scheduled reports that look at some of these not set fields, and it makes the reporting inaccurate. I have a number of fields required in Request Closing Rules but they only trigger when trying to close the ticket. Technicians can fully work a ticket without setting these fields until they need to hit close. And I'm looking for a way to require these fields to be set earlier
Notifications Port
Hello, We recently made major changes to our firewall policy and since then the SDP notifications are not showing, the message screen now says "Ooops..!! you are missing out on new notifications". What ports need to be opened up in order for SDP to receive notifications again? Thanks, James
Adding Bomgar Remote Desktop app next to RD connection in tickets
My company has Bomgar for RD. Is it possible to integrate Bomgar into SD+.
Possible to link the Auto-response email to an external source?
Hoping it is possible to use the auto-response email to link to an attachment such as PDF or Excel file. Our requesters would like to receive those emails and be able to reference it to the attachment that they sent in. Maybe by setting up a link using the Request ID#. Is that possible? Thank you, Chris
Incident/Request template - How to add additional Requester field
Hi, I'm looking for a way to add to a Incident or Request template some additional CI Details (available in CI Info tab), but I'm unable to find that way. Could you please have any sufgestion? Thanks in advance alessandro
Tickets On Hold
Good Morning All, I am having an issue with various Technicians putting tickets "On Hold" as a way of getting around SLA Breaches. I had asked before if it was possible to have "On Hold" requests approved before the status is changed and was told no. Is it possible to have an email alert if a ticket is put "On Hold" or at worst a report of what tickets are "On Hold"
using and API to create a new service request
can you provide some assistance : we are using the following string to create a Service request via an api string. the request is completed however the template i have requested to be used is not selected . The Default template overrides this and as a result we are presented with a blank ticket http://tdwh-apsdp-v1.tdwh.co.uk:8080/sdpapi/request?INPUT_DATA=<Operation> <Details> <parameter> <name>Requester Name</name> <Value>Sukhvir Kang</Value> </parameter> <parameter> <name>Subject</name> <value>Revoke
Migration process
Hi, Do you have a migration guide on how to migrate the application to new hardware. We are currently running Manage engine service desk plus (9.0 9011) on a Windows 2003 server and connecting to a separate database server. We would like to migrate the application to a new server running Windows 2012 R2 and run the latest version (9.3 9301). How best can we achieve this? Thanks
Service Desk hangs.
I hope someone can help me. Our service desk installation just started hanging after you try to log in. Even after a restart, the login prompt will pop up, but it just hangs or stops responding. Does anyone know how to fix this, even on the latest service pack.
Associating Solutions with Service Requests
Hi, I am aware that you can associate Solutions with your Incident Catalog by using key words but is it possible to also associate Solutions with Service Requests?
Unable to update tasks on closed Change requests
Users have left unassigned tasks open on Change requests that have been closed. I am trying to update them but cannot. I tried to delete them but get the following error:' You are not authorized to perform this action. [2211] How do I clean up these opened and unassigned tasks? Thank you.
New Purchase Request/Purchase Order UI
Hi I find the new UI for Purchase module quite confusing and unfriendly. I like the previous UI better for the following reasons. Too many frames. The left pane with Purchase requisitions is confusing. Sorting on PO# does not work. PO# 1, 10, and 100 are sorted consecutively like it is text instead of figure. The custom scroll bars are terrible (Chrome). Too thin to be practical. 3. Not possible to right click > Open in new tab. (opens a blank tab) Anybody else shares these frustrations? any
PostgreSQL
Regards, I need to know the user, password and default port of the Postgre database in service desk plus. Thank you very much.
i need to create category belong to specfic site
how can I create request category belong to specific site .. I need requesters from a specific site to send an incident to their site technician only. Can I assign Technician to Receive a Requests from Specific site only?
Update of Service Pack
My version of ServiceDesk Plus is : 9.0 Build 9011 I just want to upgrade to the latest. I was given instruction to do that, but I am not an expert on that. Is there someone out there here who can help me please? I think my company won't mind paying a freelance rate.
Email slow after switching to Office 365
We have recently migrated our email platform from an on premise exchange server to Office 365. I have noticed sending outbound emails from a request is much slower since our migration. Sometimes it takes 60-120 seconds for the email to be sent. Is there anything that can be done to correct this?
Self Service Portal Customization not working
Hi, So i can get to this screen in the admin section but when i click the widget button, preview button etc (all buttons in fact) nothing responds so i have no way of customising this screen. Any ideas please? Thanks
How can I downgrade from 9207?
There are a lot of issues after upgrade 9207. How can I downgrade to 91xx ?
errors after upgrade
have some iisues after upgrade to 9302 1. cant close any request from mobile application 2. can make new task from request
ServiceDesk Plus and Windows Firewall
Hi I have a 2008 r2 Server running ServiceDesk Plus that historically did not have the Windows Firewall switched on. I'm trying to reinstate the firewall, so I've added in 8080 to allow web traffic through which works fine. Are there any additional ports that need to be configured in the firewall to allow scans, connection to AD, Email etc? Thanks
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