Tasks's Time
I'm using SDP 9117 and has this issue. When I create new Tasks for incident request and set "scheduled end" greater than Due Date of request but doesn't have any notification for this. Does Tasks support notification when Task's "Scheduled end" greater than "Due Date" Thanks!
trash archive
Hi, Is there a way we can block a technician to delete a request? Or like a notification in case a request is being trashed? Or we can keep the "trash" without it being deleted after 24 hours? Best, Pieter
Import from the On-Demant to the On-Premise ServiceDesk Plus, issue with Technician data not being correct.
Hello everyone, I put in a ticket to support yesterday about an issue I’m seeing, but I wanted to see if anyone in the community had a similar issue and/or resolution. When I try to import an xls with all request history, after the import a good portion of the tickets are showing as unassigned for the Technician field, and I can’t seem to figure out why this is happening. I’m kind of on a time crunch for the system migration, and I need to have this resolved before the end of the week. Any information
Product Type change in Asset Management in mass?
For a long time our company has been using asset management wrong and i'm trying to clean it up. As such people didn't often care which product type they chose when issuing a PO. For instance our Facilities department would use Building Contractor for everything they did because it sounded closest to facilities. Now i need to clean this up. I have created the new Product Types and want to assign former products to them. Often times we'll order the same thing over and over, so rather than have the
Asset Explorer Agent Install when already using Desktop Central as well as SDP
Hi We have an installation of both Desktop Central and ServiceDesk Plus. The DesktopCentral agent has already been deployed to all computers but do we also need to deploy the AssetExplorer agent as well as our computers have already been detected by SDP? What functionality does the AssetExplorer agent give over the DesktopCentral agent? Thanks.
Technical Report
There is a report or query in which the number of registered technicians and assets is shown in ServiceDesk Plus ??? Thanks and regards
Asset tracking
Is there a way to set default site to be a specific site as opposed to "Not associated to any site" We receive all our inventory to one location and it is stored in that location till deployed. If someone doesn't specifically set it to the site it shows up as Not associated to any site
Service Desk field E-Mail Id(s) To Notify
In the Requester Details section of a request, over to the right and just above the Subject field: I have been using this field to include others so that they get updates on the work order. Thinking they would get the same emails as the requester. But that is not what is happening. Can you please direct me to where I should go to see how this works, or perhaps you know, or perhaps it needs configured? Or... maybe it does something other than what I am thinking it would do. Thank you, Darran
No discussions open often.
No discussions open often.
SPAM Filter Sender "does not contain"
WE have SD9.1 and All e-mails getting dropped if we specify more than one domain with the criteria Sender "does not contain". Must be some sort of bug. Any fixes please Thanks & Regards
Import Tickets from old system
Hello, We are evaluating ServiceDesk Plus. Is it possible to import into ServiceDesk Plus the data from our old ticketing system? I can export our current data to CSV files or SQL queries; it currently runs on a MySQL database. Thank you in advance, Josep
REST API-How to get requests for specific requester
Team, I am using SD plus API to integrate with my application via REST API. I would need to pull all the incidents and requests raised by specific user via REST API. I don't see any API calls available for this. Please assist. Thanks, Suresh,
Closing request bug
hello, SDP Build 9215 MSSQL IE11 We have templates that have category and subcategory fields disabled so the user only has to pick the particular ITEM. When the technician goes to close the request, gets message Category and Subcategory fields need to have a value. (already populated in the template albeit it disabled.). The bug seems to be SDP+ logic considers a disabled field as unpopulated? Regards,
Updating request via MS SQL functions!
Hi One of our contractors asked us to provide him with some MS SQL functions to update requests using them. I know there's an API and is easier and more reliable. but unfortunately the contractor is not familiar and is not going to get familiar with using the API. I'm already running SQL Server Profiler on the server and keeping track of update queries executed after updating a request. but there are lots of queries executed. Is there anyone else who had worked on this and can help me through?
Add attachment to request with API
Do you have a working example with the parameter attachment ? I tried with : (from the example in the file in this post: https://forums.manageengine.com/topic/zabbix-api#49000007977501) { "operation": { "details": { "requester": "Shawn Adams", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Unable to browse", "priority": "High", "site": "New York", "group": "Network",
Setting up AD import settings
I am working on configuring our SDP environment. I have done a couple AD imports and discovered that it creates a site for each OU in our AD. I would like it not to do this. Where can I find the setting for this. I thought I had found it, but it turns out it wasn't it. Also, does SDP use the last import settings when it is automated? Or is there a specific place I need to go to configure automated settings? Again, i want to avoid SDP creating new sites based on OU's. Thank you, Rob Hawk
Work Log, mandatory
When option ' Work Log ' is chosen as being mandatory, it is impossible to choose the statu 'Resolved' without seeing appearing the message below. (see attachment) We are obliged to fill the 'Add Work Log' before being able to change 'Status '. Suggestion: - If option "Work Log" is not mandatory, allow to the technician to change status in ' Resolved ' and give the choice to him to grab or not a time of resolution. - If option "Work Log" is mandatory, immediately show the fields to enter the time
User and Department Management
Good Afternoon everyone I'm trying to tidy up the departments that are setup within my manage engine database. If I go into Admin tools and look at the departments setup, it's quite a small and limited list. Screen shot shows a snippet of this: If I want to assign an asset to a department, I get a much bigger selection to choose from. I can see it's been based on when a user has been imported from AD, it's pulled them through with their department associated to their site. If the department changes
Same user have trouble to log in with ad autentification
Greatings, We have instaled servicedesk and for same time it worked well. Now many of our user whan trying to open it on web it asq tham for credential. After thay restart browser and try again thay login normaly without asqing tham for password. Any tips to solve this problem or where to look ? Davor
User cannot select asset
Hi all, I'm trying to open a new incident/request with a user account, but the assets I select don't appear in ticket: 1. I logged with user account 2. I selected "New issue" 3. I clicked on "Asset(s)" field to add assets, I selected some assets and I associated it to ticket (see attach1) 4. Selected assets don't appear in ticket (see attach2) Where I'm wrong? Best regards, Sutot
Adding software to an order
I having an issue in creating an order for some new software licenses we are purchasing. Basically, if in the purchase order i choose software then add a new product type of software, in the drop down for choose software, the software is not listed and i cant add it. If I then go to assets and try to add the software as a standard licence i cant because it doesn't appear on the unmanaged software list. How do I add unmanaged software??
Customise Template based on Category/Sub-Category
Hello, I've seen where you can create templates and I see that if you open a New Incident you can select a template from a dropdown list. Is it possible to force a certain template to be used when a certain category and sub-category is selected? Regards, David
Schedule Notifications
Is it possible to schedule notifications for certain times other than during business hours and off business hours? For example, we support a church and while their office is open from 8-5 M-F we would like to get notified of any request that is created at any priority level on Sunday morning from 6am-noon. I'm not finding a way to do this in ServiceDesk Plus. Perhaps this should be a feature request?
New Problem after update from 9120 to 9208 with the permission to see tasks.
We updated from 9120 to 9208. If I click on the button All Tasks to show the list of all tasks now I'm able to see all tasks even the ones which I don't have the permission to open. If I click on a privat task of another technician I get an error message I can't see the details of the task, that's good. But I can see the title of the task in the list and this could be meaningful and should be not visible to other technicians who don't have acces to these private tasks. This wasn't a problem in the
CMDB and Asset
Please help me explain the relationship between Configuration Management Database(CMDB) and Asset. As I read "Unlike the asset database that comprises of a bunch of CIs, the CMDB is designed to support a vast IT structure where the interrelation between the CIs are maintained and supported successfully". Is asset and CMDB made by CI? And these CI with CIType "Track as asset" are Asset and all CIs (with CIType "Track as asset" or not) are CMDB that mean asset is Subset of CMDB? Could you give example
LDAP over SSL User Authentication
Hi, We would like to delegate the user authentication to a LDAP server. SD+ supports this but I didn't really see any option to connect to the LDAP over SSL. Specifying ldaps:// as URI or port 636 as 'Domain Controller' results in an error. According to a response of a sales rep, SD+ does support it, i assume via java's keytool functionality. I did import the self-signed SSL certificates of our LDAP servers in the server/default/conf/sdp.keystore Now I see following output in the serverout log file
Business Rule not working
When OpManager sends an incident request to SD plus, I have a business rule controlling where the call is destined i.e. the support group, priority, impact etc. I have a condition set in the Business Rule that if the subject contains the word "Clear"then the call is nullified. However the Business Rule is ignoring this condition. See attached. The impact of this is that oPManager raises an incident to for the fault, then raises a seperate incident to say all is working again, which is a bit silly
Product price a Mandatory Field?
From the help section of the Admin>Asset Management>Product>Product List page. Associate Vendor to the Product Click Vendors tab. Select the Vendor Name from the drop down. Specify the Price of the product. Both the vendor name and the price are mandatory fields. I understand the Vendor Name, for tracking purposes, but why is the price a mandatory field? The price fluctuates greatly over time. It would be simpler to make the required entry for the price on the Purchase Order form itself. Perhaps
Hiden Group
hi, could you help me to hidden specific group from assign group and technician box as attche file. thank you
Notify CAB on Emergency Change -
I want to notify the CAB members on acceptance of an Emergency Change. In the workflow, I can select CAB under the notify section. But it is not the same CAB name as I have configured. So how do I control or find out who the CAB is in the below?
Multiple sites, multipe email accounts assigning
Hi Is this possible with Service Desk Plus? We have multiple sites with engineers based on site and their own helpdesks: Business1, Business2, business3 etc. With our current setup we have an email address per helpdesk, IE bus1@support.com, bus2@support.com etc. When a customer emails a certain address the ticket goes to the corresponding help desk, i.e. bus1@support.com will go to the Business1 helpdesk. We would like to use one Service Desk Plus (community version) with several sites set up and
Setting up a Service Catalog Request Template with Tasks triggering sequentially
Hi, I am new to ServiceDesk Plus (Version 9.1), right now we do not have any service catalog request templates that the workflow tasks are not "kicked off" until the parent task is closed. I created the new template, added 34 tasks to the workflow, set the dependencies for each task. (Task 2 is a parent to task 3). However, when a test request was created, all 34 tasks were generated, emailed, and their status is open. So task 34 could be closed by the assigned group before the previous tasks are
Request Template with Tasks in workflow
We are on version 9.1 and just tried to create a request template in the service catalog with tasks in the workflow. The tasks are setup so that task 2 does not open until task 1 is closed/completed. I have the "trigger" set, and map dependency looks correct with the parent/child task. However, when I created a test request, all 36 kick out at the same time and assigned to the proper groups. So someone could close task 8 before task 1 is completed. I have read through the forums and the admin
Integration With Service Desk Plus
Hi All we are developing nowadays system called " Electronic Case Management " for government department , this department has Service Desk Plus System we need integrate with Service desk plus as next : 1- when request is created in service desk plus , we create request in our system 2- when update the status of the request in service desk plus ( from open to on-hold or resolved or rejected or closed ) , we need update the status of the request in our system 3- when action performed on the
retrieve template data dynamically
A custom templates is created from the ServiceDesk portal. Now I'm trying to add requests to the servicedesk plus using REST API . At first , in my portal page , i present to the requester the names of all servicedesk plus services templates ( PC maintenance , slow in internet ,..... etc ) , I want when the requester select service template , my system retrieve the field's names to the selected template dynamically ( default fields subject , description , priority , status ,..... and custom fields
is it possible to change "service category" in existed service request?
we can do it in existed incident but I cannot find such possibility for service request by edit it. This field is grayed out. thanks!
Mandatory fields for Closing Request \ Worklog Type
Hi, Do you plan to add "worklog type" in mandatory fields for closing request?
Limiting Search Results to Topic Name and Tags
Hello, I've seen in the forum that measures were being taken to get a better handle on the search scope, but is it possible to limit the search result only to the topic name and keyword tags? Our search results are getting crazy with the number of results we get back because of words used in the body of the tickets. Please let me know, Thanks, Chris Gaizat
Adding new task closes browser window automatically
Hi after upgrading to the build 9212 we have a bug - in a request, when adding new task and press "Save" or "Save and add New", the browser window with SDP is closed. Thanks Nikolay
Licence count missmatch
Hello, why SDP says I have 6 installations, but the Total is 3? Thank you.
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