Request Details - Name field on the New Incident form
Is it possible to add a custom field which is populated based on records on the database. For example, can we add a custom field that contains all Requester Names by referencing the table rather than manually adding them? Secondly, is it possible to use $CS.getValue(FIELD_NAME) to change the value in the Requester Details - Name field? For example, we change get the value for the site field by using $CS.getValue("SITE"). How do we do this for the Requester Details - Name field, please? Many thanks.
Purging old tickets?
Hello! It is possible to have the system automatically purge tickets that are past a certain age? For instance, maybe a query or scheduled process that can determine tickets over 5 years old and automatically delete them? Or even if it can automatically archive so someone can go in and select all the archived tickets and delete them manually? This is for a "data retention" scenario. Certain tickets don't need to be kept longer than 5 years so it is beneficial to have them purged. Thank you for your
TLS 1.2
I was under the impression that Service Desk didn't support 1.2 encryption. Is this still true? If so, when can we expect and update that supports it? If it does support it, how do we enable it?
Change arrange error
Hi, We upgraded Service Desk from 9049 to 9.2 Build 9238 successfully. We faced an error when we arrange Changes (My openChanges, All Changes, Closed Changes etc) And when we arrange tasks the same error. This happens for most of our technicians. For 2-3 technicians its ok. We try to clean browsers clear cache, history etc but still the same error. Attached you can find the error. Regards
Resolution tab brings up Solutions
We updated Service Desk last night to the latest version. Now, when a technician clicks the Resolution tab within a ticket, it brings up Solutions. The technician has to then click the Resolution tab to the left to bring up the Resolution box. Can this be changed to default to the Resolution box?
Purchase Request module
Did the new purchase Request module ever get rolled out? We are on SDP 9.2 9241 Enterprise Edition and the PR form looks the same. I'm looking to be able to add quotes to the PR and be able to open a PR from a request ticket but the functionality does not seem to be there. I saw some other posts on the forum and it talked about those features. Just wondering if I need to enable anything. Thanks Steve
Custom Fields In Solutions
Is it possible to add custom fields in the Solutions module?
Automatically Approve Change Based on CAB Recommendation?
Is there a way to enact the "Approve" action in the Approval stage in a Change Workflow once all CAB members have recommended? Since we have trouble utilizing the ChangeManager role and Change Approver role because there are few separate entities that handle the CR besides Requester, Technician, CAB, and Reviewers, we would like the CAB approval to initiate the status change rather than having a separate role have to go in and approve the change. If this is something that can be handled by custom
Asset Description Edit?
How do you edit the "Description" field under Asset Details? I click Edit, and I don't see a way to edit that field.
Closing Tickets without confirmation Mails
Hi, could you please think about the possibility to add a Request without any confirmation mails to the Requester? As Description: Our Techs have to create Tickets for all Requests. If a request comes by phone and the Tech is able to fix everything it will be great if he can add the Request in a 'closed' state without a confirmation-mail. Thanks Florian
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
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
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
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.
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?
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
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
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
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
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode.
Has anyone ever had this issue? We currently have a mailbox that is working in our production system but we would like to use a different approach to manage incidents and use a new e-mail account that was created. When ever I try to save the mail server settings for this mailbox, I get the following error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. But if I use the POP protocol it works
Purchase request email replies
When using the option to send email to requester in the purchase request module, if the requester replies back, a new ticket is created. This is problematic and messy. Is this what is supposed to happen?
Disconnect child contract from parent contract?
One of my contracts is incorrectly listed with a parent contract. I went into the parent and see the child, but can't see a way to remove it -- no checkbox or menu option. I went into the child and don't see a way to disconnect it from the parent. Can someone out there give me the "how to" steps to do this? I tried in Internet Explorer 11 and Chrome. ServiceDesk is version 9.2 build 9229. Thank you.
Fields needs for Change Update via API
Currently, the change update API request requires the start and end time to be passed through. Is this by design, as they are required fields on the POST request, and are not changing as a part of the update request, or is this a bug? Thank you in advance for your assistance Mike
Drop email requests with no subject & inform sender
Hi Using a business rule I can auto close a request that arrives by email if hte subject line is blank (by the look of it), but the notification section of the business rule creation form only lets me choose from technicians. How do I notify the email sender if a business rule gets initiated when a request is submitted by email please? Many thanks
Import Cost Center and GL Codes
Is there any way to import values for Cost Center and GL Code from our accounting system if I can get this information in a flat file?
Hide or Inactivate Contract Types?
How can you hide or inactivate old/unwanted contract types? Do not want to delete for Historical purposes, but don't want them to show anymore, so how can you remove as an option to select?
How to export tickets
Hello Team, We are planning to have a new setup of Manage engine service desk plus msp with latest version as the existing setup has some issues with Sites which was pulled from AD. Due to which we are not able to create business rules as we need . Hence we have decided to have a new set up in place and import the existing tickets back into the new setup. Let us know is there any other option to clean up the sites and create a new one. If not i would like to export the existing ticket database
A nice Dashboard
The Dashboard tab of the On-Premise edition could use a lifting. The charts look rather old fashioned. Why not use the Google Charts API or a framework for nicer graphs? Antoine
Change Workflow Approval Process
I'm wondering if you would be available to assist me with creating a workflow approval process that would allow multiple approvers to sign off on a change control ticket such as: Ticket gets submitted goes to approver #1, approver #1 gives the ok then the process goes to approver number 2 for the ok, and so on to 3 and 4, before final approval is given. How can a process like this be setup within the change workflow feature?
Bulk Sms
hi how can i configure another bulk sms provided other than the 3 integrated in the system . Also if i get a api can i configure the other provider for notification to technical .
SNMP printer serial number
Hi, we have just rolled out a new fleet of Lexmark printers, SNMP works however it does not retrieve the printer serial number. I have added the following entry to the snmpconfigurations.xml file and restarted the service desk service with no luck. <snmpconfiguration devicetype="printer" Vendor="Lexmark" attribute="SerialNumber" oid=".1.3.6.1.4.1.641.6.2.3.1.5.1" /> I have tried variations of the above, changing the attribute to "SerialNo" and "ScannedSerialnumber" but these do not work either. the
SD+ integration with ELA
Hi, Is it possible to integrate ELA with SD+? if yes, how it works, can I open incidents from ELA for example? Thanks
9240 looks good!
Just updated from 9234, the font/size/bold looks much better, easier to read. Thanks for the update!
CAB member doesn't have a Reccomend and Reject buttons
Hi We are in the process of setting Change management module up. We made an example with 2 CAB members, however one of the CAB members gets the Reccomend/Reject button while the other one doesn't. Do you have an idea what settings on the users we need to change in order to make it work?
still assign ticket to technician who already marked on leave
technician marked on leave and i have tried to using load balancing and round roboin method in "technician auto assign". it is the same result. please advise. thank you!
Is there a way to change the display in Requests to show the time in 24 hour time format rather than 12 hour format ?
We would like to see the display when looking at lists of Requests to show dates and times in 24 hour format rather than 12 hour format . Is this customisable ?
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