ServiceDesk slow to open request or change state
After to open a service request my brother still in "waiting" for a 15 seconds, and if change state my browser still "waiting" to. My version is 8110. My server is win 2008 R2 Memory 16Gb proc 64 my configuration in wrapper.conf # Initial Java Heap Size (in MB) wrapper.java.initmemory=256 # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=1024 --- More my service dont startup. --- My connfiguration in wrapper_64.conf # Initial Java Heap Size (in MB) wrapper.java.initmemory=512 # Maximum Java
Manual archive tickets
Hi, is it possible to manual archive any tickets? I need to archive tickets that are already settled with the client. The second option is archive tickets with self-defined status for example " settled". Is it possible? I need to block to open/edit all settled tickets. Do you have any other idea? BR Kris
Change from 24 hour option to AM/PM in Change request
I would really like to know if its possible to change the time format for both the scheduled start time and end time from 24 hours to AM/PM setup. I find it time consuming trying to convert the time correctly. If I could just make a blanket switch that would be a huge help for getting my ServiceDesk Plus setup up and running. Is something like this possible?
"Follow" request and reply to notes
I'm a supervisor I monitor all requests in SDP and control all my out-technicians I'd like to follow requests, so all notification, updates, resolves, etc. is also email to me. Also, it'l be a good to have an option to reply in notes. Right now we're using it to control actions of my technicians, I ask them what did they do with this request, or why this request is still not resolved. When they create another note, I didn't notified. So I can forgot to check, were update or not!
ServiceDeskPlus: Exchange with imap/mapi disabled?
Hello everyone - How should I set up ServiceDesk Plus (SDP) on-premise if I have Exchange with imap/mapi disabled? I want to make sure that the email parsing works properly. Is it recommended to use a cloud email service like gmail as the SDP email? Is there any alternative? Thank you.
Associate change not showing for Technicians
Hi All, My technicians do not have the option 'Associate Change' in the actions menu in tickets I cant see which permission there is to give this to them I have full admin permissions on servicedesk and have the options any help will be great thanks Russ
Requestors able to close/cancel requests
We tend to get a lot of requests that the requestors want to cancel/close (false alarms, etc). How do I configure the requestors to have the ability to close/cancel requests without a technician having to mark the request as resolved first?
MySql option is not coming while installation
Hi Support, While installing the ServiceDesk Plus on my localhost, MySql option is not coming. It only shows the : 1. PostgreSQL 2. MS SQL Kindly let me know how we can use the application with the MySQL database. I have installed the application with PostgreSQL,please let me know , how I can check the database. Thanks, Sabal
Restrict Attachments from Requester
Is there a way to restrict a user's access to attachments? Some of our technicians require the ability to include screen shots and code in a request, however, we do not want a normal user to be able to see this. If there is no way to restrict access to attachments, where else might one include this type of secure information?
is there a way to show certain categories in the service catalog?
I was wondering if categories can be manipulated in order to show some selected categories in the service catalog templates. Can this be done and in what version?
Business Rule
I created a status called Assigned. This will tell the technicians and the requestors that the ticket has been assigned to a technician. Is there a way to modify the Status to Assigned automatically, when the request gets changed from unassigned to a technician?
Disable "Switch port" CI creation with network asset scan
Hi, we were wondering if it is possible to disable the creation of a CI for each port on network devices. They are way too many and make the CMDB relationship map too cluttered to be useful. We had the creation of 2700 switch port CI for just 30 devices. We dont need them. It is fine, of course, keeping ports info in the bottom of the switch detail page. We just dont need the CI objects. Thank you
Pickup ticket upon reply
Still new with SDP, but is it possible for when a tech replies to an unassigned ticket it is assigned to them. All of our tickets comes in unassigned. Currently the tech needs to pickup the ticket and then reply to it (internal process). I would like the ticket to be assigned to the tech whom is replying to the request, this eliminating the manual pickup step.
Error upon running Reports on Manage Engine Service Desk Plus Version 9.0 Build 9018
Hi Guys, Getting the following error upon running Reports on Manage Engine Service Desk Plus Version 9.0 Build 9018 - This started after we ugraded on Monday 08/09/2014 - All Reports are affected. java.lang.NoSuchMethodError: net.sf.jasperreports.engine.design.JRDesignImage.setStretchType(B)V com.adventnet.servicedesk.reports.utils.SetupReportPage.addOrganization(SetupReportPage.java:2888) com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateReport(CoreReportDesigner.java:4797) com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateReportCompiledJasper(CoreReportDesigner.java:4148)
Is there a way to set the beginning ID number?
Can we custom set the 1st new request ID? Will be importing tickets from an old system, but want any new requests entered into SDP to begin with # 25000. Can this be changed somewhere in settings? Thanks.
Remove Manage Engine Branding
Is there a way to remove all Manage Engine Branding on SDP? I can see that we can change the picture when logging in and the picture in the top left. However, when logging in, there is Branding along the entire bottom. I have included the picture of what I was speaking about below. Thank you!
More information from the script ae_scan.vbs
Can I get additional information from the computer of sripta ae_scan.vbs? For example the computer asset tag equals the value of the registry?
Import AD users to SDP with photo
In Active directory we've got users with there own photos. How can we import photos to SDP? Can you make this feature?
Disable Level dropdown after save
Hi, We have client requirement that they don't want to allow Technician to downgrade Level after saved/created request once. For example he should not be able to down Level from Tier 2 to Tier 1. Or if this is not possible then second option is to disable Level after request created/saved once. So please suggest if there is any way to achieve this requirement. Thanks in advance.
Change default time for Priority
Hello. How could I change the default time for priority? For example to change time from 2 hours to 4 hours for high priority.
Requester name search on multiple fields
Is there a way to modify the search results the Requester detail "Name" field is searching from? I know I can type the person's last name and it will populate, but it would be nice if that field also searched the employeeid field at the same time. This way I can type 12345 and it will search for that person and attach their name to that field. I know I can click the "Search Requester list" field, then type in the employeeid 12345 to find the customer, but this is an additional step. Thanks!
How do you delete an attachment from a request?
I'm using SDP Enterprise 9021. I don't see an option to delete them. Thanks! EDIT: Nevermind--if you edit the request you can delete the attachments. Would be nice if you could just delete them without editing the entire request.
Assign Technician to Another Office with another Roles
Hi Dears if I want to give different permissions to my technicians in different Office. how i can do it? for example My technician work in tow office and has different role in these offices.i want to give him delete permission in one office and just create ticket in another one.how i can manage these difference. in Service Desk Plus each person has one role in the whole of the system but i need to seprate these permissions up to his office. how i can do it? thanx Best Regards
IE10 is reported wrong in the software
The IE10 version 9.10.9200.16866 is reported as IE9 in the software list. The IE10 version 9.10.9200.16844 is reported as IE10 in the software list. How come that this is reported as IE9. We have never installed IE9 on the computers.
Site name doesn't change on edit & display order of assets
Hi Firstly - I really like Service Desk plus but I have two issues I am hoping you could help me with. We have over 100 sites. In some of sites (despite us asking staff not to do this) particular staff will raise a support call for their colleagues from other sites. Then when our support staff go in to edit the (automatically created) support ticket it of course displays the wrong name and wrong site. They can edit the name - so that when they respond the communication is going to the person who
Sorting by PO #
Now that we've hit a thousand PO's, when we sort by PO # it puts all the PO's after 1000 at the opposite end as 999. Is there any way to fix this? Thanks, Kevin
Creating a Change Request in the request catalog.
Hello, Is it possible to create a Change Request in the Request Catalog that has the ability to transfer the fields in the service request to the Change request? What would I like to happen is a user creates a Change Request from the Request Catalog. The technician than will create a new change by clicking on Associate Change within the ticket. The fields that we created in the Change request will auto populate in the new change.
Assigning by broken down categories
I see there is a way to Assign a Group or Technician by the Category. However, is there a way to Assign based on Sub Category or Item? We have our Categories listed pretty generic, so the Sub Cat, and Item really should have the ability to allocate a group to. Also, is there a way to only have Certain Categories, Sub-Categories, and Items view-able by certain groups? Thank you!
User management access for technician
Hi, In Service-desk plus, can we give an access for technician to create new user (not like admin only their able to create/modify a user) Is there any way to configure it? Thanks, Faizeal
9020 - Agent Deployment hangs App
Hi, We recently upgraded from 9010 to 9020, and then upgraded from the .16 agent to the .17 agent. Our software deployment application pushes the agent to our 1300+ clients pretty quickly, within an hour or two. With the .17 agent and/or build 9020, this causes the SDP application to hang, requiring a restart. We've been using the agent since it was introduced, and deploying the same way this whole time, and we've never run into this problem before. I don't know if it's an issue with the new build
configure ldap attribute
I am trying to sync more information from AD than what is defaulted in ServiceDesk Plus. I found the following information, but don;t know if it relates to this issue: Will this work, how do I define particular fields to import, is there a way to change the sync page, so I can run that default sync, or will I have to run this script on a scheduled time? How do I run this if we are using mysql instead? If the application is installed in PostgreSQL execute the Command from CMD. C:\ManageEngine\ServiceDesk\pgsql\bin
Custom Views Issue
We are currently running ServiceDesk Plus 9.0 Build 9012. When we are creating custom views (Settings, Manage Custom Views, New Custom View), under Advanced Filtering, if we choose "Technicians" (then is or is not), then click on the "Choose" button, the only item in the technician list is "None". This used to show the full technician list. Is this an issue with this build of SDP? I reviewed the "read me" list for newer builds but I didn't see if this issue was addressed. Thanks!
How to make additional subcategory 4+
Hey there, just wonder how to make additional category 4+ for incidents? I found that system limits the sub's on 3rd... My idea is to creare this subcategories that i couldn't do. Hardware,Print,Label Printer,Incident,Can't connect Hardware,Print,Label Printer,Incident,Can't print Hardware,Print,Label Printer,Incident,Error Code Hardware,Print,Label Printer,Incident,Needs Category Hardware,Print,Label Printer,Incident,Paper Jam
ServiceDesk Projects Task Dependency
I have read that Service Desk plus supports Task dependencies for projects and I have found the dependency map, but I cannot work out how to make one task dependant on another task Can someone give me a clue?
Cannot complete a task in ServiceDesk change module
I have an implementation task in a Change, but I can't work out how to set it to 100% complete. Therefore I can't close the change. There is no edit option. How can I set the task to be completed?
Configure tightvnc viewer with service desk plus
Hello, How to configure tightvnc viewer with service desk plus as a remote control tool? Regards,
Mapping LDAP fields with service desk
How to alter service desk user field mapping so that it will get exactly mapped with LDAP?
Replying to Requests - E-Mail CC
Need to know how to do the following when a Technician replies to a Requestor when working a request. 1) Prevent the servicedesk email address from being included in the CC field 2) Prevent originally CC'd people from being included in the CC field. I could not find anything in either the Email Server settings or the Notification Templates for rules related to Replying back to Requestors. The "Reply a Request" does not contain items for anything but the Subject and Body.
Custom content variables on approval template email
Hello, I have created custom fields in a request catalog template. Is there a way to add these custom variables to a ticket template? Ex. We have a request for a user to upgrade or change their mobile device. I have add custom fields in the request to stream line the process from paper. One of the fields is Device Type. Is there a way to add the custom fields to the content variables on the template so the approver doesn't have to scroll all the way to the bottom to see what they are requesting in
Multiple Teams on one installation
We've been using SDP for some time for our IT team but now we are looking to expand it's use across several unrelated teams. The idea is to use a single installation to support different, unrelated teams who do not need or want to see each others requests. Calls will mostly be logged by email with each team receiving email to a different address. I've got as far as the idea that SDP can pull emails in from the different mailboxes but I'm uncertain how to proceed further.There's all sorts of possibilities
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