Asset ID to notification Email
Evening, Is there any way to add assetName to forwarding notification email? Tried different variables ( $assetName ) but it doesn't work. Any advice will be appreciated. Thanks
How do you enable encrypted SQL Connections for ServiceDesk Plus?
We have recently enabled SSL encryption for connections on our SQL Cluster. However, in doing so it has broken our connections for ServiceDesk Plus. Is there any way to set ServiceDesk Plus to enable encrypted connections on it as well?
Approve Issues
I have some issues to ask about approve; 1. Approved request can be changed by users. It's not right cause a user can change the numbers or content after the approve. Is there anything to deny that? 2. It's a rare issue but we saw that 2 or 3 times. Sometimes Approver does not seem on Approvals tab as you can see on the first image. You have to remove and reassign to approver then. 3. For example, 3 person shown in stage. 1 person approved the request. other 2 person still shows the request in my
Business Rule for updating category
I want to create a business rule for following, Condition: If the Technician Assigned is Mr.X, then the Category should be A and Subcategory should be B. Is it possible by business rule or any other method ?
additional field
how to use the API , you can specify an additional field ? how to set attribute?
Location where SD Plus templates are stored
We need to customize some of the headings in our custom forms. Specifically we need to enter the headings in Canadian bilingual format English/French. 1 - Does anyone know where the templates created in the service catalog are stored? 2 - Does anyone know where the incident templates are stored? Michel D
Disable Forward Link
Many of my users are using the Forward link that appears underneath each message instead of the Reply link that appears above each message. I have explained to them but some continue to use it...breaking the email chain because they fail to add the ServiceDesk email address to the recipients list. It would make my life simpler if the Forward link did not exist. Is there a way to disable or remove the Forward link that appears below each message?
service Categorie problem
I have problem in service Categories list, that when I add service it’s not appears, and when I try to add again it’s told me that the service already exist ,and it’s not appears in the list ,and in some user it’s appears, so how I can solve this problem.
Error In MSSQL Configuring in servicedesk Plus
I am getting error in configuring the SQL Server tried in many ways I changed in the bib folder changeDBServer file also but still I am getting the same error
Servlet API Dropdown Menu Class?
Hi All, I am trying to create a dropdown menu within the servlet api form, just wondering if this is possible and if so how could I achieve this? I'd like users to be able to choose a category
Bug in Recent Items module
I'm using SDP Enterprise 9031. On the Recent Items module, the title gets chopped off which is understandable. However, when you hover over the title, the little popup that appears displays the same chopped off text. I assumed if I hovered over the link, I would see the full title--not just the chopped off portion. Is this a bug?
MIME type
We are customizing the "SelfServiceHelp.html" page and we have an excel file (.xlsx) that we are trying to include. Firefox and Chrome work OK but IE tries to download the document as a ZIP file. According to this blog, they are suggesting that I add a MIME type for .XLSX files so IE will download it and not create the zip file. Can I add a MIME type for .XLSX document to ManageEngine like this document suggests? If so, how? http://www.abeautifulsite.net/blog/2010/03/office-2007-files-downloading-as-zip-in-internet-explorer/
Install SSL wildcard certificate on SDP
Hi Forum, I Have the following issue, We recently installed a wild card certificate on another server mainly the mail server. Now we want to do the same for the SDP. However based on the tutorial it list 4 steps: http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html 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 The problem is we already have the certificate
Search for software title
I might be missing something obvious but if I need to search for a software title, or part of the title, how do I do that in ServiceDesk? We have Desktop Central feeding ServiceDesk if that matters. I tried selecting 'Software' on the left side, but that seems to search from Managed software only.
Teamviewer remote control with $ variable
Hi, My command is \\server\tv8\teamviewer.exe -i $TVID The TVID is a workstation additional field named TVID. But it fills in $TVID instead of the number.
Requests delegated to 3rd Parties
Hi folks, I'm looking for advice as to how to handle 3rd-party escalations for tickets. Often, our Service Desk will need to forward a ticket to a 3rd-Party that isn't part of our Service Desk system, per se. The immediate thought is to put the ticket into an OnHold status with a note stating as such. Would people recommend using the Schedule Status Change for the SLA response time for the 3rd-Party? Is it possible to be "alerted" when this status changes, or does it just go back into the queue.
coupons for quick support
We'd like to have an option to give a coupon code for a quick support. So user can write this coupon on request with low SLA and get a high SLA
Probelm associating a license to a different Software Name
Hi, I am working on associating a license into the managed software that were scanned. My Problem is this. We purchased Adobe Acrobat X Pro Volume license for 3 users. All are have been installed and about to associate it to the list of installed workstation but I can't associate the other two license because the Software names is different. One is "Adobe Acrobat X Pro" and the other two is "Adobe Acrobat X Pro - English, Français, Deutsch" How can we resolve this issue? Best Regards, DM
Migrating to SQL Server - SA Password Fail
I am trying to migrate from POSTGRE to SQL Server 2012 Express. I have the server set up in mixed mode with a valid sa account and password. I can log on to the instance with no problems using Management Studio using the sa details, however when running the changedb batch file for servicedesk it refuses to accept the sa username and password I set up an sql2008r2 instance as well - same issue. Have copied and pasted the password from notepad after successfully testing with SQL management studio
how to add permissions to 2 users to view requests
We've received a request from a user, he ask us to add permissions to him and one more use from his site\department, so they can view each other requests registred in SDP+ How can I do this?
[Solved] Support group setting don't send email to technicians
Well, I'm running SDP 9029 on Centos 5.10 x64, it's on a test server and i'm trying to configure the support groups, actually I have one group called "Network", inside this group "user1" and "user2". The user1 is configured on "Send notification to group technician(s) when a new request is added to this group" and the user2 is configured on "Send notification to technician(s) when a request in this group is left unpicked" for 5 minutes, but when I create a new request asigned to group "Network" the
Service Catalogue Form Design - Attachments
Hi There, I have a question regarding attachments inside the Form Designer for Service Catalogue. Is it possible to add a file attachment in there by default? I know you can link to a file, however we would like to attach the form into the service catalogue which users will then click on to open up a pdf form. Thanks, Dave
Change DB From MS SQL to Postgre SQL
Hi team, I have SDP installed in a Microsoft environment with MS SQL, but because of our company policies I have to migrate the DB to Postgre SQL. Does anyone of yours know the procedure to accomplish this goal? Thanks in advance for your response. Guillermo
Change CI Type from Workstation to Windows Workstation?
Hi. Most of our computers are currently logged in the asset-database as 'Windows Workstation', a subset of the CI Type 'Workstation'. But a few of them have been logged as just 'Workstation' without the subset. The example in the picture is ws0107 . How can I make this asset logged as 'Workstation' change to 'Windows Workstation'? I suspect the whole 'Windows Workstation' has come from being scanned, but this particular ws0107 is used in a place where there is no network-connection and thus can't
Edit Requester Details Fields in Request
Hi How Can I edit the requester details fields? When I want to create new request I for a requester, I don't want to see Job Title & Asset & Department. I want to see the email instead. Is this possible?
New API bug since 9028?
It appears using the API since 9028 to update an asset is requiring the use of the "productName" field which it shouldnt. Even when trying to use the productName field to get around this problem it always fails. Example: https://fqdn.server.net/servlets/AssetServlet?username=REMOVED&password=REMOVED&assetType=Workstation&assetName=SOMEWORKSTATION&resTag=123456789&operation=UpdateAsset fails with: productName is empty/invalid <operation> <script/> <operationstatus> Failure </operationstatus> <message>
Agent ID generation
Hi Could someone answer the following question, to improve my knowledge of how the agents work: The Agent ID consists of 2 parts: machine name and some numbers. How is this numbers' part generated? Is it random? Thanks, Siim
Upgrading ServiceDesk Plus 8.2.0 Build 8201 to 9.0 Build 9032
I will be upgrading our ServiceDesk Plus 8.2.0 Build 8201 to 9.0 Build 9032 which is the latest version, this is my first time working with this Project thus I would like to request for assistance or guide on how should I proceed. Can I upgrade directly to the latest or should be version per version? Please help. Thanks
How to Hide or 'Retire' a Support Group?
Hi there, We'd like to decommission a support group (it's actually defined in the Default Settings, and cascaded through Copy to all sites, so effectively, we wish to decommission many support groups - one on each site). The only option appears to be to "Delete" them, but you can't delete groups that have any references left, including assigned requests. We don't want to lose the history of these assignments, so unassigning all the historic requests is not really an option. We don't have this
"happy" notification after upgrading to 9.0.31
Hi team, after upgrading to 9.0.31 there is strange notification in Request module, see the attachment... regards
SLA available in Changes, Problems, Solutions, Tasks and CMDB
In some places the sla's is used like a condition in the contracts, the option to measure this contracts is compliance the service agreements, this is for have a better control in all tickets and increase the quality in the service given.
Open a request as a technician on behalf of a user
Hi, If you open a request as a requester you can open it on behalf of another user, but if you open the request as a technician is not possible to open it on behalf of. Thanks in advance, Aritz.
Business Rule based on technician
I would like to have a business rule based on a techncian. Is that possible? I don't see "Technician" in the list of options to define business rule criteria.
Delete default product types
Hi, I know this has been asked before - but it can't be right, that I can't delete the default product types under Assets? We don't have IPS, NTP, Room Sensor, and we don't want to track our Racks etc. And because i don't want unnecessary information, I would like to delete these - but it seems I can't??? Why am i unable to delete them? Can I delete them by going into the database? Best regards Peder
Search in request additional fields
Hi, Is there a way to have the ticket additional fields searchable ? I have defined some text additional fields and I cannot get results when I issue a search from the search tool. Any help would be greatly appreciated. Maxime Gauthier
can not delete Non it asset
Hi i am trying to delete Non it asset from my SDP but it shows me not possible so could you please any one show me or send me the query to delete the non asset for the database DB. Postgre Version 9.0 Build 9004
Scheduled Backup error
Hi I had an error on my scheduled backup. I had like 7,4 Giga free and the backup is like 6.2 G . After the error the memory shows 3 G. The backup stoped after 6-7 minutes.What is the problem causing this error? Thank you for your help Regards Eno
setting a reply template for service request
Hi Is there a way to have a specific reply template automatically sent to a requester when they fill out a service request from the service catalogue? Wayne
Automate restore of ServiceDesk
Hello. I am running ServiceDesk Plus on a test server as part of a project and would like to automate the restore process to run every night (as it takes a long time). Is this possible? Does the script support command line input? Thanks, Dave
Serive Desk Plus Uplead Size Restriction
I am trying to find out if there is a way to change the upload file size from 10mb to a larger number? We upload lots of documents for various projects and some docs go over the 10mb limit that is currently set.
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