Solutions keywords borken
We are at rev 9034 and are currently unable to search on any of our keywords in solutions. Is anyone else at the same rev having the issue?
New temp IT helper
We have a new temp IT employee and we want him to only see tickets assigned to him and no other IT employee tickets. Basically we want him isolated to tickets given to him.
Additional Field for retrieving Information.
Hi all, Please assist, Is there a possibility to add additional field for incident template like "Something" and "Something" and fill it with information from CSV and auto fill it like Requester Name Field does.
Need Support Rep to OWN ticket
How do I go about, either getting all actions from a support rep, or have that rep own the ticket from start to finish - even though others might work on the ticket? Another question, how might I do a query for all actions/notes from a support rep - so I can tell how much work a rep did?
Unique Additional Fields for Incidents
I was wondering if it was possible to make additional field for all Incidents unique so that if there is already a request that has a field, for example: order number, it will not let another request to be placed. Also, is there a way to make the Emails IDs to Notify on Incident Templates to be pre filled with a default email address? Thanks
Throttle Discovery Packets
Is there any to throttle the number of packets sent out during Network Discovery, etc? I have discovery configured for once a day, when the discovery runs I get a Huge Spike in network utilization, and a large percentage of the devices fail the scan with "General failure while performing the operation", however if I manually scan them they work fine. it is not consistent which devices fail the discovery so I am assuming that some of the traffic is getting dropped, and throttling the discovery to
Custom Reports - Page Break?
Hi, Quick qu, is it possible to put page breaks into your custom reports at all? For example if I wanted to have each technicians issues begin on a new page. Can this be done within the custom report wizard as I can't find any option to? It would be very useful as users have requested it. Thanks in advance, Jon.
Mail configuration using the certificate
Hi all! I need to set up mail with three certificates : personal, root and external. Personal certificate every time when connect to the server requires authentication . How to do it ? Personal certificate was imported in system, but i do not know how settings to authentication every time to connect. Thanks. P.s. sorry sorry for my english. (I from Belarus)
User - Customer Name
Hello, I am creating a new customer in the new ManageEngine. There was an option called Requester - Additional Field In here was an option called Company Name, then you could add the Company name in. I don't seem to be able to find the option Company Name anymore, but the field company does appear if you wish to create a template or in the reports. Any ideas where it is please.
Git integration
Hi, We use git for software change management. Is there any modules that integration ServiceDesk Plus and git? I'd love if the checked in changes from git auto create at change for a single point of tracking. Thoughts? --Mark.
Prevent Requester from viewing Assets not assigned to them
Is there a way to prevent a requester from being able to view and select from "all assets" when they create a ticket?
Android app support?
Hello, I just moved my company over to ServiceDesk Plus. My question is why has the Android app for SDP not had an update since 2013 and the SDP on-demand was updated January 23 2015? Has the SDP Android app been abandoned? Thanks
giving different name for a scanned 2008 server
Hi there, As the subject name. Let's say I have a Windows Server 2008 with the computer name as: MAINSERVER.domain.com when scanned, as expected, the name will be listed as MAINSERVER.domain.com. Just wondering if we can label it differently? I want it to be called SERVER001 and maintain that name for future scan. I can edit the name without any issue, but when scanned the next time, it goes back to MAINSERVER.domain.com. This is the entry on my DNS serer: HOST - MAINSERVER - 10.0.1.11 I've tried
Community question: Do you use the SDP generated PO # or do you change it?
Hey all, We're new to SDP and started backfilling older invoices into the purchasing module to create and reconcile our assets for tracking. I've been leaving the SDP generated sequential PO # and then using the PO Name field to enter vendors' invoice numbers or, in the case of Apple, receipt numbers (R29646... etc). I was curious what others were doing i.e.; are you using the PO Name field as a descriptive field describing the order, etc.
Incident Additional Fields Business Rule Assign
Hello, I created two Incident - Additional Fields called Building and Support Type. The buildings pick list has High School and Middle School. The support types pick list has Custodial Support and IT Support. I created a Business Rule that says if the Building is High School and the Support Type is IT Support then Assign the ticket to "John Doe". For some reason I am unable to assign any tickets unless I create a Category and assign it that way. I would use Category if there was a way to assign a
iOS App - Login Failed
Can the iphone / ipad app be used in a servicedesk environment where we are using both AD authentication and the pass through authentication? We have the app installed and pointed at our servicedesk server, however when we try to login in using our AD username and password we get the error message that the login failed.
Escalation/Repeate Notification for Upicked Tickets
Hey guys, I'm still a little new at the SD stuff but does anyone know how to do escalation and or repeat notification with unpicked tickets? For example, I may set notification for 1 hour if a ticket is unpicked then send an email to people's A,B,C and D. I then want an email or sms to go out saying if after 3 hours its still unpicked or perhaps just escalate to person X. Whichever is possible. Any Ideas? I've surfed through it quite a bit but haven't been able to figure how to do this. Thanks for
licensing allocation issues after upgrade to 9033
This seems to be specific to the unlicensed tab. Instead of the expected check box on the first row I am getting a series of numbers ie. 156749 and the installed on date is showing a 13 digit number ie. 1399953600000. unable to allocate licenses since there is no block to select and selecting allocate license returns "Please select workstation(s) to allocate software license. User License Key Installed On Site Location Software Usage Allocated License Version VIP User 25462 user1 1413345600000
No funciona el Analizador de correo electrónico ??
Buenas, tengo el Problema al querer Generar los Casos through Correo electrónico. puse Los Campos Entre@@y conmigo no completa los campos en forma automática, Solamente los Datos Quedan en El Cuerpo del Mensaje. Hay Algo Que No Haciendo estoy? desde ya muchas gracias saludos
backup error
Hello ,i have a some error when trying to backup SD 9033 java.lang.Exception: Unable to get the data from [ARC_ServiceReq_906] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1453) at thanks for help.
How to order "ticket status" states ?
Hello, I can't find how to order the ticket status list (On Hold, Closed, etc) It seems to not follow some sort of alphabetical order I have custom statuses that I want to display in a certain order in the list Any idea ? Regards, Thomas
Change User Defined Field's value for entire table
I have a User Defined field with legal values defined as a pick list. some of the values, defined in the form of AB-123-C-DEF-4567 have to be changed to AB-1234-C-DEF-5678 (Adding a digit in the second part of the value). Is there any supported method of changing all of the values in the asset database from the first value to the second value? I would rather not have to change each asset one at a time. We are running 'ManageEngine ServiceDesk Plus Build 9021.
Conversion of date/time format
Hi guys, i understand the datetime format as stored in the tables are in epoch format. any way to convert them to be displayed as normal date/time formats? I need to do that especially as i need to manipulate the date/time in my .net app
Content Variables
Is there a way to edit the content variables? Specifically the $RequestLink variable.
Group view of Scheduler
When I am in the scheduler, I want to be able to see all leave, tasks and changes against technicians in a group. For some reason, I appear only to be able to view tasks, changes etc against individuals and not groups. When I select, site the select 'Group' should I not have an option under Technician called 'All Technicians'? Thanks Andy
View requests using servlet
Hi, In the following servlet request: http://myserver:port/servlets/RequestServlet?operation=GetRequestDetails&workOrderID=number&username=user&password=pwd&DOMAIN_NAME=mydomain&logonDomainName=AD_AUTH 1. Are the username and password my SD+ credentials? 2. Where can I get DOMAIN_NAME and logonDomainName? Thanks, Marlon
keep asset from being scanned
We have a number of assets that are in the Asset DB but we do not want to delete or Dispose of yet, I have added additional Asset States for these, but need a way to keep the daily Audit/Asset Scan from attempting to scan them (to reduce the number of Entries in "Workstation/Server failed during last scan" to assets that are actually having problems). I would think that the daily Audit/Asset scan should only scan Assets that are In Use or In Store.. Any idea how to accomplish this?
Error when performing - GET - null while performing GET_REQUESTS
I am writing a script to get all new and assigned requests from the system. After going through the documentation and various posts, I have come up with below request to format. http://localhost:9991/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=E5E54F22-8010-4A0F-BF5E-E2C4355B3343&INPUT_DATA=<Operation><Details><from>0</from><limit>50</limit><filterby> All My Requests</filterby> </Details></Operation> However I am getting the following result using a web browser to open the URL. Could
Copy image from Outlook and paste in description
Hi, If you copy an image from Outlook you cannot paste in Description field using Firefox and Chrome. It works with IE. Thanks in advance, Aritz.
Custom View
I would like to create a custom view that would include... (Technician is Tom Preston or Technician is Unassigned) and (Request Status is not Closed and Request Status is not Canceled) In other words; I want to see all my requests that haven't been closed or canceled...and I want to see Unassigned requests to. The problem I'm having is with the Unassigned part. You can't select Unassigned or None for Technician. So how can I make this work? There must be a way since there is a predefined view for
Cannot assign new Group with Email Command
Hi, We want to use email commands to reassign request to different Group but when the request is assigned to a Group/Technician we cannot reassign it. The new status is: Group : Not Assigned Technician : "Old Technician" (Old technician does not belong to new Group) Request History says: Updated by Garmendia Otegi, Aritz on Jan 9, 2015 11:54 AM Request Updated by Garmendia Otegi, Aritz Reason : The request with request id : 28193 is updated through email from aritz.garmendia@ikusi.com.Content received
Site Specifie Request Catalouge
hi, i'm trying to create a request catalouge that is associated with sites. in the SDP. thus only technicians belong to this site will able to see list of request catalogue exist in other sites. thanks
What is the format for a csv file to import categories?
We are using ServiceDesk Plus Ver 8.1.0 and I want to import a new set of categories. I have the option of uploading a csv file but I cannot find what format that file should have. Thanks in advance. Cris
User Guide for a newbie
Hello everyone, I installed the trial version in our company as of this is what we was looking for.. easy installation and and great system.. but i am little bit confused,as it is far more complicated than i think. is there a user guide or something to learn it from the first? i will be pleased.
ServicDesk Plus - software license view
Hi there, SDP version: 9.0 Build 9027 when viewing the software license, it has a very narrow window view. It has it's own "viewing box" and I can't really make it bigger/smaller regardless of resizing the web browser. Is there a way to "fix" this? Thank you for you advice.
HTTP Status 500
Good day. We have been using the Full Trial Enterprise Version of Service Desk Plus. It has been great so far. Yesterday was the last day of the Full Trial Enterprise Version so I assumed the application would just switch to the Standard Version that is free. Today we login to the application are it throws the error below. We do have domain authentication turned on but not pass through authentication. Is there something that we need to do to get the Standard Version working? type Exception report
Request Template notify certain email
I can't find it anywhere, is it possible to: I create a request by an template, but then an email has to send to 2 email addresses. how can i do this???
Removing Scheduled Start and End time from a task
I have several tasks linked to an incident, and have inadvertently added a Scheduled Start and End time to one of the tasks. We are just starting out with ServiceDesk so do not wish to use the scheduled times at the moment. Can these Scheduled Start and End times be removed from the task? Thanks, Steve
HTTP Status 500
Good day. We have been using the Full Trial Enterprise Version of Service Desk Plus. It has been great so far. Yesterday was the last day of the Full Trial Enterprise Version so I assumed the application would just switch to the Standard Version that is free. Today we login to the application are it throws the error below. We do have domain authentication turned on but not pass through authentication. Is there something that we need to do to get the Standard Version working? type Exception report
Install wildcard SSL on SDP
Hi Forum, We wan to install a wildcard SSL e.g *.contoso.com on SDP. I reviewed the installation guidelines on the following link; http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html However they divide it in 4 steps mainly : Step 1: Create a Keystore file Step 2: Create .CSR (Certificate Signing Request) file Step 3: Install your SSL Certificate Step 4: Configuring the Server I already have the *.contoso.cer file. I cannot do another request for the same
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