How to screen pop a list of faults for a user/site
Hi I want to know how to pass a set of search criteria to SDP via an interactive URL. This way, when a call arrives with my helpdesk team, the phone client an open a new browser tab and pass the caller name or the site name as part of the URL, so that SDP will show the list of the open jobs for that user/site. Eg. http://servicdeskplus:8080/WOListView.do?site=headoffice Im trying to do this as a workaround to the fact that SDP still doesnt have CTI!!! Cheers Dave
Where is 'Conversation(s) Yet To Respond Count'? (update 9040)
Hi team, I just installed the latest update version 9043, and checking the new features, can't find where is this: SDF-59095 : Conversation(s) Yet To Respond Count will be shown to technicians in Request List View Thank you, Reyna
Spanish traslation for Job Title
Hi, We want to change the requester field Job Title for Country (we import requesters from Active Directory) but when we try to change the Spanish traslation from Admin menu, we only change in some places in SDP (Requesters list, AD Import, ...) but it does not change in Requester Details when opening a request. It works fine for English traslation. Thanks in advance, Aritz,
Service Catalog is there anyway to easily replace one approver with another
Hi We have a lot of service catalog services approved by the same person. Is there any way to replace this person with another approver without going through each individual service item?
How I can manage when a day in the week the Help Desk finish the shift 3 hours early?
Due new changes in organization, now on Fridays employees left the company 3 hours early than the rest of the week. How I can manage this into Service Desk, in oder to not affect SLA? Thanks for your feedback. Gustavo
Change format and subject of emailed announcement
Is it possible to change the format and subject of an emailed announcement? Sometimes you want to send an important announcement and the subject line is just so BLAH!
SD+ performance question
Hi, Is it normal that the application performance decreases when running a custom report? V9036 MSSQL
Scan iPad into asset management
I'm having trouble figuring out how to scan an iPad. any tips?
CI login details - where/
Just started playing with ServiceDeskPlus and I am wondering what would be best place to keep CI login details? In this case it is Cisco Switch which has only one admin account and it's accessed by me only, but I am afraid I will forget login details.
Change Roles?
I'm trying to figure out how to pre-assign the custom change roles I've created to the change template I setup. I don't see a way to assign these through the template. Am I missing something here? I also don't see a way to assign users to the change roles. I'm really hoping the change module can work for us, but I'm having a really hard time getting this to flow the way I'd suspect it should. Thanks
Assets: Purchased vs Scanned Software
When byuing from Vendor we get: Windows 8.1 Professional RUS OLP When this software is installed on a PC and scanned by SD we get: Windows 8.1 Профессиональная how we can assign this license to this installation?
SDP - all HP printer identified as a generic "HP-printer"?
Hi There, We have several models of HP printers on our network, but whenever we scanned it (SNMP: public), it always identified as HP-Printer . I did changed them to a proper model name (example: HP LaserJet 400 MFP M425dn) but whenever it was scanned again, the model reverts back to HP-Printer . is there a way to prevent this from happening? At the moment I changed the scan credential on each of the asset to a non-existent SNMP name. Thank you for your advice.
Reply to ticket, curser not starting at top of responce.
We just upgraded to 9.0 Build 9042. Now when we reply to a ticket the following happens in each browser. IE11 - The curser starts at the bottom of the email, not the top like it should. Chrome - The curser starts at the beginning to the "to" field. Firefox - The curser starts at the beginning to the "to" field. Has anyone else seen this? We are predominantly an IE 11 site and the people who use the help desk software DO NOT like the fact it now starts the curser at the bottom of the email. Jason
Update Assigned User or asset automatically or via API
I would like to be able to have the assigned user of our assets (e.g. Windows Workstations) updated automatically. My thought was a login script that would call on the API or RestAPI to update the asset assignment to whoever is logging in at the time as our machines are sometimes shared or if a system is redistributed our technicians often do not go update the asset details in the servicedesk. I am having trouble constructing the HTTP Post URL that will update the assigned user for the current machine.
sending notification failed
hello i'm getting an error that it's not sending notification when i create a task as well as when i create a request so what can be the problem
Be alerted by email of a deadline end of warranty
How to automatically emit an alert via email when assets (server , switches, router) have the date of the guarantee which mature within 3 months. Regards
Enable Active Directory Authentication to use multiple DCs?
How can I allow Active Directory Authentication for users accessing ServiceDesk Plus while the one DC that is configured in SD is being rebooted? We have multiple DCs, but I really don't want to manually change SD every time we apply updates to the DCs. SD seems to allow me to only provide ONE domain controller name. Ideas, thoughts greatly appreciated. Thanks.
Pass Through Authentication Issues
We have been testing pass through authentication on our development server. We had it working, but then the server lost its trust with the domain. We used the SetComputerPass.vbs script to set the password, then configured the Pass Through within SD+ and it worked great. The server lost its trust with the domain a few days later. We had to login as local admin and use "netdom resetpwd" on the development server (Windows Server 2008) to re-establish the trust, and now the pass through authentication
Unable to reset Task "Actual End"
Hi, there is a possible bug in SDP (9042). Within the requests and project module if you enter a "actual end" you are not afterwards able to reset it to "-". The only option is to set it to a different date. Please find attached screenshot. Can please assist how to fix this or prioritise this if this is a actual bug? Cheers, Per
SDP - approve request via email?
Hi there, Sometimes someone put in a request that needs approval from others. We normally do it through: in the request view, Actions > Submit for approval send it to the person for approval that person will then click the approval link and login then approve/deny My question is, can that person do the accept/deny the request via email reply? Most of them are always busy/on the move and don't have time to type in the username/password on the mobile phone at any time. Thank you.
Update to SD Plus Enterprise 9042
We updated to Build 9042 (from 9041) yesterday. Since that update, the previous conversations are no longer part of the reply. Also the To field is no longer populated. See attachment after clicking on Reply. This behaviour is reproducible in IE 9, IE 11, Chrome 42.0.2311.135 and Firefox 37.0.2. We run SD Plus Enterprise on Windows Server 2008 R2. JMichelD
Approval Status
All You need to do something about the approval process in the request module. It just makes no sense at all to have rejected requests with an approval status of approved. You can not be setting the approval status based on the first response. Or at the very least allow us to control the value of this field
Closing old Purchase Orders
I have a lot purchase orders that were approved or pending approval that I am not the owner - owners have since left the company - how do I close these POs, I have full admin rights to Service Desk.
Department Link
While setting up a notification response, I noticed that when I choose the content variable "Department" it shows up as $UDF_CHAR5. When I get the actual response though, it doesn't show anything for where the department is meant to be. Does anyone know why this is and can you help me to get the department to show in a notification response? Thanks, B
Asset Last Modified Date / Modified By
Hi, I was wondering if SDP tracks when the details of an asset was last modified and who it was modified by. This would be very useful for auditing purposes. By this I do not mean when the details were last updated due to an asset scan but rather someone updating details of an asset like the Acquisition Date, Cost, Invoice/Order Number, etc. I don't currently see this information displayed anywhere so I fear that it is not being tracked but I am hoping that I am wrong. If it is tracked, please let
Purchase orders to assests
Is there any way to assign equipment from purchase to scanned assets? For example: We've purchased 10 HP t620 thin clients Now they are scanned by SD as assets t0001.domain.local, t0002.domain.local.... how can i "say" to SD that these scanned PCs are from that purchase?
Purchase Order without creating asset
Is there a way to use the purchase order module and order something so I can track my PO's through it without it creating assets?
Categories for SLA
Hi. How to increase amount of categories for setting SLA
Text in the requester details
Hi all, I would know if it's possible to insert text in the requester details inside a incident template. That's because the client wants to distinguish between the data of the requester details and the data of another user. I'm not referring to fields that people have to fill, just text to read, more or less the same the text as "requester details" or "atachments" . Thanks
Sending mail using exchange 2013 SMTP
we are having problems sending messages from the support desk since moving to exchange 2013 logs from the exchange server imply that the support desk is trying to connect using a different port each time in spite of being told to connect using port 25. ports used in my recent trials include 53286, 53293, 53305, 53348, 53364, 53366 2015-05-05T09:57:36.293Z,SERV-EXCHANGE\support desk,08D2249FD6705866,2,10.49.4.46:25,10.49.4.37:53286,>,"220 SERV-EXCHANGE.domain.local Microsoft ESMTP MAIL Service ready
Purchase order - view permission
Is it possible for a non-technician to view a purchase order created by a technician? If so, how are permissions applied to allow it? When a PO is closed, you have the option to send an email notification to somebody which works fine but when the person receives the email notification, they cannot open the PO via the provided link to view the details of the PO. They receive - Sorry, you do not have the requisite permissions for the operation error upon log on. This is for internal use only so access
How do you escalate tickets
Folks, How do you escalate tickets? We are consolidating our service desks and thought that we could simply use the Level to move tickets from Tier 1 to Tier 2. However, there is no notification based on changing the level. Do people still use the level within the service desk? Do you make different support groups for the different levels? Thanks, Adam
How do you use Notes/Worklog?
From what I see, Notes is for a technician to put notes on, and worklog is for a technician to track time. We do both. We already have a feature request to reduce the size of the description canvas, one to move the notes up to where the description is, and one to be able to add in-line screenshots and images to the Notes and Worklog. With complex issues, one often starts with the last technician note and works backwards from there. While I'm planning to submit a feature request to generate
Creating sub-category in Solutions topic section
Hi, I am trying to create a sub-category under an existing category but I can't find where to do this. So for example the category heading is tech support and the sub-categories are for example 'hardware/software'. I've had a quick look around and checked the user guide but there is nothing helpful in there. Can anybody help with this?
Enable CORS
Hello, I want to add request using servlet api and AJAX (xmlHTTPRequest) from my internal portal, but it doesn't work because of "same origin policy". I know that it can be configured on server-side (configuring Access-Control-Allow-Origin header),but SDP works on Tomcat, which is "terra incognita" for me. How can I handle it? Thanks.
Email Requests to Select Tasks
Is there a way to use an Email request to select the appropriate tasks for an Incident? We currently use web based forms to generate emails that our help desk personnel review. We would like to be able to craft this email so that it generates an incident with the appropriate tasks selected. In our case we have a long form that supervisors complete for new employees where they dictate to which of eight systems the user needs access, whether the employee need an extension and voicemail, what type of
how to export asset from service desk plus
hi how to export all assets from service desk plus and import to Asset Explorer? How to update ip AND port Agent Assetexplorer?
Install Issue w/Server 2012 MSSQL 2014
Install failure 1) Database did not get created 2) run.bat gives this Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Cannot open database "servicedesk" requested by the login. The login failed.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connect ion; - nested throwable: (java.sql.SQLException: Cannot open
Loss of previous forum posts
Hi -- for some reason I can no longer see or access my historic previous posts on my forum account. I changed the email address and name on this account at the beginning of March but could still see all my previous posts up until recently. Please advise. Thanks Lynne
Issue with 8109 request view
I see in version 8109 if you have less than 25 requests in a view then the buttons at the bottom of the page are missing. This means no quick easy way to merge/delete, etc. Can you confirm this is the case and if so, what can I do to fix it? If you switch to any request view with more than 25 requests the buttons are there. Thanks, Dean
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