Pass-through authentication for multiple domains
Hi All, Is it possible to configure multiple domains for pass-through authentication? If so, how can this be done? Thanks
Sites in SLA
In Configuration Wizard -> Orgaization Details -> Sites I have 2 active Sites. One called General and one called Public Safety. When I go into Configuration Wizard -> Organization Details -> Service Level Agreements, the drop-down at the top lists only Default Settings and Public Safety. Do I have to assume that Default Settings will apply to any Requester\User whose Site is not Public Safety? Will Default Settings be applied to all the Requester\Users with the Site of General? Leslie Myers City
Adding "Change Implementer" to the change temlpate and making it mandatory
Hi Folks, I have been creating new change templates in SD+ and I'm looking to see if there's a way to add the "Change Implementer" field to the template and mailing this mandatory? Currently the Change Requester has to first create the CR and then manually add the implementer afterwards. Is it possible to add this field to the template and make it mandatory so that the Requester can add the implementer at the time of logging the CR rather than afterwards? Best Regards
Send complete solution text in email
We have notification rules set up for newly entered and approved solutions. Is there a way to include the body of the solution in the email so our techs can see the solution immediately without having to click the link to view it? I didn't see an option for that in the available tags. We're using 9221. Thanks!
ServiceDesk - second 'site' within one install?
Hi, We are currently running ServiceDesk plus v9.1 build 9110. - Standard, with 5 logins. The system is currently configured for customer support tickets, created/tracked by email, and given a reference ID, e.g. #nnnn# If we wished to use our existing instance of ServiceDesk plus to track 'project' issues/tickets - is that possible? E.g. a second 'site' within the install. Or would we have to have a second instance, different incoming mail address, etc? Thanks.
Fix for default field on Requestor instead of incident description?
I saw a post from a couple years back on this but didn't see a resolution. When you push New Incident in ServiceDesk the cursor would previously default to the Name (of requestor) field instead of the Description of the incident field. Does anyone know a way to put it back? Really handy, I always enter the users name first and this way you could just start typing.... now I have to click into the field first. SC
Business Rule - Technician list not showing
Business rules.a. To assign a technician using business rules, go to admin -> business rules (organization details section) -> choose and edit a rule -> choose the criteria -> assign a technician from the actions section. When trying the above for a new rule, the popup does not show the list of available technicians as per below. Please advise as we are using SDP 9.1 Build 9121
Default folder for updates
I recently download 3 ppm files to bring my Service Desk up to date. The files are currently in my download folder. Is there a specific folder where they should be for the upgrade? Thank you.
Please help me !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I can not start service desk plus after changing to mysql
Ability for Change Requesters to move back to "Planning" or "Submission"
Hi Guys, Our organisation will shortly be making the switch to a newer version of SD+ and as part of the configuration I have been asked to investigate whether it is possible for a change to be put back to "Planning" or "Submission" stages by the Change Requester once its at "Approval". Currently Change Requesters have to ask the Change Managers to do this for them on their behalf which can be cumbersome. So for example if a Change Requester creates a CR and completes the Submission and Planing
Where SD Plus stores private MD5 key? How it is protected?
Hi, dear! Where SD Plus stores MD5 private key for encryption of passwords are stored in 'aaapasswords' table of 'servicedesk' database? How this key is protected from information security threats? Thank you!
Error when create request with pendent state.
Hi, When we open a new incident using a customized or pendent state, the data are discarded and are sent to requests screen with a blank error message. I'm using the v. 9219. Someone is going through it ?
Question regarding Servlet API
Greetings, I am new to Service Desk Plus. I have a question regarding the Servlet API, is there any guide or tutorial for implementing it? Cheers!
Create Request without user name and password of technician in servlet
Hi Dears I want to use servlet API to create request in SDP. in this module i have to send user name and password of technicians in clear mode and this is not secure. how i can use it secure without sending password clearly? Thanx
Specifics of Incident vs. request in the interface
There seems to be a really muddy definition of Incident vs Requests (and the ways they are defined) in the interface. Tickets are defined as 'Incidents' in the technician interface but defined as 'Requests' when shown in the self service portal? Seems that any 'incident template' created that is set to 'show to requester' is identified as a 'Request' in the portal, even if it is technically an incident. With or without a service category I don't mind changing our workflows to fit what SDP allows
Notification to requester only for specified groups
We are using ServiceDesk for different groups. Now I need notify the requester with email on every change of the ticket. But this email-notification should only be sent for specified groups, because not all groups want to inform the requester. Do you have a solution for this?
Schedule import of CIs
Is it possible to schedule an import of CIs with ServiceDesk Plus? We have an inventory system from which we can export data to a CSV file but we'd like to schedule an import of this file in SDP. Thanks.
Can the SLA perform other actions?
We set up an SLA for 24 hours. From what I can tell, when the SLA is reached, we can assign an action that elevates the ticket. Is it possible to set another action? What we would like to happen is when the SLA is reached, it emails either the technician it is assigned to or emails a manager saying the SLA has been reached and the ticket should be acted upon.
Vendor Details Updated
Dear Support, Is there any way to give a general technician/requesttor to update the vendor details? I am the ME admin and i can see vendor icon and update everything but they cannot. Thanks.
Business Services Reports
Hi Recently we upgraded to SD v7.6 in order to use the IT services feature, in order to start some sort of Service Catalogue. It's been pretty straightforward to add the relationships and Business Services. However the problem now is printing off a decent report which shows the the relationship between Assets - Business Services and other Assets. I see this issue was raised in Nov 2007. http://forums.manageengine.com/#topic/49000002668725 Yesterday I requested help from Servicedesk
What's Your Preferred Remote Control Solution
What's your preferred remote control solution? I sometimes use the builtin SDP remote control, though 99% of the time, it is a 3rd party solution. I find that a lot of features are missing, and has more connection issues than the other. I know DC has a better RC solution, though I think it would be more useful in SDP, rather than DC which is more asset oriented rather than helpdesk. Sincerely,
http redirect to https
Hello, Currently, our SDP environment is accessable using HTTP://URL and HTTPS://URL. Is it possible to redirect HTTP to HTTPS? Regards, Remco V
MS SQL Db restore from a database backup
So what would happen if I were to take a backup of the production database and restore it over the test database using SQL tools and not the restoreDB.bat on the server? Would that be bad? I know I CAN just take a backup of production using the backupdb.bat, copy it over to test, then run the restoredb.bat. But would a DB to DB nuke everything? Just curious. Thanks David
Purchase Order Approvers
I may be over looking a very simple way to do this, but is there a way to edit who can approve Purchase Orders and how much they can approve?
Permissions for Technicians to See Tickets
Hi, Our current implementation has most of our users as Technicians (e.g. HR, IT, misc business departments). I would like to be able to limit who can see tickets. For example, when HR submits tickets for termination, only HR and IT should be able to see it. I know we can limit by site and group. However: 1) This would be cross group (both HR and IT would need to see the request) 2) This would be cross site (HR from another locations need to see it, and IT may be in a separate site). Any other
Asset site not following requester site?
I noticed that assets that have been assigned to a requester do not update automatically when that user changes department. So let's say that user get his laptop assigned under site A well when that user moves to site b, the requester site is updated to site B when servicedesk runs the AD import job but the asset site stays to site A. Is there a way to automate the change of asset site to match the assigned requester site?
Update failure
When you try to upgrade from 9207 to 9211 or 9112 gives the following error at 98% of the process. What could be the problem? I updated, as usual, there were no such problems before. I tried to update a few times on the test server (9207 ->>> 9211 or 9207 ->>> 9212). The result is the same. Thanks.
"Due By" Default time
Is there a way to put a default time on all request? Every time a ticket is open no due time is present. Thank you,
Unable to Import Tickets with Custom Status
I am attempting to import tickets from a legacy ticketing software, however, am unable to import tickets that have a custom status. The customized statuses have been created within the SDP installation and I am able to assign existing tickets to these statuses. However, when conducting the import, the import fails.
E-mail Command
Hi, How the author can independently indicate who will be assigned to request for sending a request via e-mail? E-mail Command works only for technicians: There are other options as a user can independently specify a group of experts which will be appointed request? Thanks.
Importing IT assets will update the existing ones?
Hi, I have a doubt if by importing IT assets from a csv file, will update or overwrite the information of the existing IT Assets in SDP. Thanks, José
Service Catalog > Description Field
Hi, Is there any way to hide the "Description Field" in the Service Catalog once submitted ? We have various services created for Service Requests and although we can hide the field in the designer and Requester view, once the ticket is created the Description field is still visible to the requester. The main reason for this, is we want to include instructions for the team who get the request, but don't want users to see it once it's raised. Any ideas ? Andrew Version 9120, MS SQL
Is there a way when to see tasks in the mobile app
When we have a technician out in the field and they are using the mobile app for ServiceDesk+ there is no way for them to see the tasks. They can only see the requests. When you look at the requests it does not show the tasks for that request. Is there a fix for this, or a way to see the tasks from the mobile app.Mary
Details missing in request History
Good morning, I have a few requests in SDP that are not showing the usual detail on the history tab in the request view. Normally I would see that the request was updated at a certain time by a certain user, and then the details of what fields were updated. For these tickets, it shows that the request was updated, but with no information on which fields. I have attached a screenshot of one of the tickets. I also ran a report of the request history, and these particular requests are not appearing
Service purchase order
Hey, When we add a purchase order we select some products, select the price and quantity, this works fine. But when we want to add a service like consultancy we can't add 0.5 at quantity. So if we ask 50 euro's for an hour of work we can't add 0.5 so it gets 25 euro. Is there a way to do this, because we see a service also as al product. Kind regards, Jordi van Oosterbosch
Spell Checker not Working
Hi, Is anyone else having issues with the Check Spelling feature? I have had multiple reports from technicians here that when they click Check Spelling when replying to requesters, the message "Checking..." appears but nothing happens even after a lengthy period of time. I have tested and can replicate the issue every time. I have tested in Chrome, IE and Firefox and have the same results in all three browsers. We are running build 9112. Thanks, Daniel Comley
Announcements in portal
I want to send my users announcements via the self service portal. And I can't find the instructions to do that. Can some one point me in the right direction. Thanks
A Question About Software Assets
What makes these two entries "Under Licensed"? Cheers, Darran
Suddenly lost our admin rights!!
Help me please!! I lost my access as a technician in our ServiceDesk Plus... just rebooted my computer and when I return back I do not have access as an technician, only as a requester. What happened? I verified that my license are active and I have the correct groups enabled from a co-technician and I have deleted cookies and so on. I restarted the services and now my co-technician have the same problem!? This is really urgent for us! ://
Triaging requests
Hi guys, Can anyone tell me how to force technicians to triage their tickets before they reply to a requester (apart from telling them off )? I want all our 1st line technicians to select impact, urgency and at least two additional fields before replying to it. All fields are set as mandatory and are required when closing requests. Regards Mario
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