SQL Query for escallations
Hi, I'm looking for where escallations are stored in the database for incidents. We have escallations setup for our incidents (level 1 and 2). Our servicedesk get an escallation email when it is time to remind the technician of an incident about to run out of time. The servicedesk personell make a note of this conversation with the tech in the incident. I know how to find the notes but I would like to match it with the sent escallation to see that the process actually is used. What I mean is
Requests page defaul on login
Can we set the Requests tab to default when we login (instead of Home tab)?
Servicedesk pro start up issues - application layer...................
Hello, We've been evaluating servicedesk pro for awhile now and I've not had any problems until today. When I attempted to start servicedesk up this morning after a reboot I sat there for 15 minutes while the Application layer tried to load. I've been through the google machine regarding this issue and I know its not my sql connection and I cannot find anything in the logs that point to the problem. Below is the screen shot of run.bat and I've also got the serverout0.txt or any other logs you
Service Desk Plus - Dynamically grouping computers using IP address
Hi All, I am trying to dynamically group PCs based on the first 2 octets of the IP address of the machine. When I create the group in SDP and select "IP" + "begins with" the system will only show PCs if I use the first octet ONLY. When I add the second octet no machines are displayed (Yes there are machines with that IP range in the system) e.g. 10.5. Is this how the system is intended work? Our machines are grouped per floor by IP range i.e. 5th = 10.5.x.x. Is there anyway of doing this using
Setting Default Columns in Requester's "Requests" tab
Hello, We are wanting to set default columns for every user to see when they go to the "requests" tab of their service desk. There are a few options, such as "due by date", that we do not want to be automatically shown to the user. Honestly it would be preferred if they could not see it at all. Is there a way to set which columns the requests can see when they go to their Requests tab? Thank you.
Passing information into a new ticket
I am trying to create a link that will pass variables to a new ticket. Functionality wise, I'd like it to mimic the Quick Create as if somebody typed in data into the Description and then pressed Add More Details Is something like this possible?
Cannot see PO associated assets.
Hi We're having an issue where a certain technician account cannot see a PO's associated assets, the table appears blank. We can search for the asset and see the link to the PO is present and other accounts do not experience this? We have tried numerous computers, the issue follows the user. 9.0 Build 9012 thanks in advance
Requester Details
Use the query below to generate the report, to list the requester details in ServiceDesk Plus. SELECT AaaUser.FIRST_NAME "User NAme",AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", SDUser.EMPLOYEEID "Employee ID",SDUser.JOBTITLE "Job Title",AaaLogin.NAME "Login Name", dept.DEPTNAME "Department", sdo.NAME "Site",AaaLogin.DOMAINNAME "Domain Name" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID
Ticket Reassignment notification
Is there a way to Notify the technician if the ticket is reassigned ? Currently when a ticket is auto assigned, the technician gets the email, but if the admin reassigns the ticket to another technician the second one doesn't get any notifications
SDPlus 9006 Search Error (SD-55271)
Hello Support team, I have a error when i want search the catalog. You can see the screen shot on the attachment. It happens after the version upgrade. I am using SDPlus 9006. I need your help for this issue. SD-55271 : While searching the request template, the request template which are associated to the user groups are not listed has been fixed. Best Regards
Issue with SDP Patch 9.0.14
After updating to 9.0.14 the SDP webpage would not load. A white screen would only show. We're reverting to a checkpoint on the VM to restore functionality with 9.0.12 installed. Will work with support once I patch again and give log files.
issue with remote control (agent) that has multiple monitor
as the subject says. SDP version 8.2.0 Build 8217 Agent Version: 1.0.15 client's monitor has the following setup: 2 monitors, the right-side monitor as the primary when connecting to the client above, I can only see the primary monitor (his right-side) but if I move/click the mouse etc, the other person sees the mouse interacts on his left-side monitor. (so I'm not clicking what I thought I'm clicking) Another case, still with 2 monitors, this time the primary monitor is on his left-side. when connecting,
Window Size
Hi guys, I note that when sending an email from the service desk I've always got to scroll down to click send, I'm using Firefox v30.0, any tips to set my software to fit, or can you set the send email page dimensions to be a bit longer? Thanks!
Assigned Roles
Hi there, How do you change roles that are assigned to a technician in 9017? The number of calls logged for the day (on the dashboard) vary between users, and I suspect it's got something to do with the roles assigned - but I can't find the section in the new version. Thanks Nicola
How to update tech login name?
Hello there, We just changed our domain and we use email addresses as login names so I would like to update each of our techs login names from the old domain to the new one how can I do this? As when I try to edit that field it is in Red and will not let me change it. Thanks Harvey
Request for upto date documentation
Hi, Can I request that someone spends some time updating your user guides with the new features and functionality that has been introduced please? Thanks MPServiceDesk
Does Help desk plus support wsdl?
I´m testing Help desk Plus and I need to share information with another compañy but they use remedy and wsdl. How I can share integrate both web services? Thanks in advanced for yur help.
Login name changed
Hello, We are in a process of unifying user names according to our policy. During that process we rename the usernames in Active Directory. The users are import from Active Directory to SDP 8217. No we have users and technicians that have two accounts: One with the old username (Login name in SDP) and a new one with new username. 1. How can I transfer\attach Requests and all the other information linked to the old account to the new account? 2. How can I transfer\attach Requests etc. from the old
Get all requests from a user
I'd like to know if there's a way to retrieve all requests from a specific user using Rest or Servlet API. I'm designing a custom form and I'd like my users to have a list of their opened requests. Any ideas? I couldn't find anything about all requests on documentation.
Can not allocate Scanned Software with CAL License
Hello, i want to allocate a license to a software but its not working. I have this problem only when i select "License Type: CAL". First i scan the software, then i go to Action->New->Standard Licence and create a new License. I select License Type = CAL and allocate the Users to the License. Then i open the scanned software and wanted to allocate the License to the software but it throws me this error: When i change the License Type to anything else its working, only when i select CAL it doesn't.
Site
The employees who are requesting, how to choose from several sites.
Fresh start of ServiceDesk Plus
Hi, Is there any way to have a fresh start or delete the databases and re-create them of a ServiceDesk install without un-installing/re-install? Basically - drop all information, users, tickets, assets etc - everything I saw there was a way to do this with OpManager by running a reinitialize command or something, just wondering if there is something similar in Service desk. Or is the only way to blast the machine Service desk is on and re-install? Any help appreciated
How many users?
ServiceDesk Plus Standard Edition (free version) I just need an Incident Management feature the most. How many users the software can support? I might be wrong but the license agreement says about 25 workstations. If there are up to 60 users in my company can I still use the free version? Thank you. Regards, Marcin
Private reports and private views
Hi I would like to get a query that I can run to get a list of all the private reports, as well as the private views for all users. the output only need to contain the report/view name and the user/technician that created it. Regards
auto allocate license
i there, Not sure if this has been asked before... can we set up SDP so it will automatically allocate the available license to whatever scanned software / Software licenses available? Thanks!
How do I search for a particular requester in the Requests module?
I have 25000 closed tickets and I want to find all tickets requested by a particular user, how do I do that? Thanks, Martin
Citrix VDI
Is there a way to ignore Citrix VDI (Xen Desktops) in the environment? We do not want them to show up in the desktop counts or assets
Problem with restoring data
Hi, recently I had to move my SD+ between computers, so I backed up all data (did a full backup by backUpData). It has created the folder with two .data files. After restoring them on the other computer, the login page doesn't appear, but strange characters: Restore process is shown below: On both computers there is SD+ build 9017 with MySQL database. I will be grateful for any help. Regards, Jakub
Infopath forms submitted to SDP - Not all fields displayed
We have some InfoPath forms which users submit to ServiceDesk Plus. However, not all the fields are displayed within SDP with the completed content. The missing content relates to fields which look up information from Active Directory. They display as an empty image-type field when submitted as a SDP request Data is entered manually for the remaining form fields. How can I get the fields which look up AD to display with the correct information? Update: Since my initial posting, I found
Business rule criteria "begins with" doesn't work as intended with HTML-emails as "description"
Hello, We are using ServiceDeskPlus 9.0 Build 9017, and o ur workflow is to have incoming emails (to the servicedesk address) being sorted based on description (email body) content : different rules to dispatch the requests, and we are using "description begins with" criteria. Note : The requesters can't be asked to pre-format their sollicitations to include the e-mail commands (@@@ and @@x=y@@ stuff) to ensure proper attribution, that was deemed "too complicated". In the same way, we can't ask to
Response time SLA also for Service Catalog Tickets
Are there any plans to address allowing response time for Service Catalog SLA or merging of incident and service request SLA? 2 years ago this was coming soon: https://forums.manageengine.com/topic/response-sla-for-service-requests
Technician notifications not working
Hello, The technician notifications (= the bell) suddenly stopped working. For example, when there is a requester reply, the envelope in the request overview turns red, but there is no notification behind the bell. This happens in production (build 9011) but not in test (build 9016). I compared the DYNAMICNOTIFICATIONS parameters in the globalconfig table but the values are the same for both systems: What else can I check? What is causing this issue? Best regards, Demetrius
MS SQL
What version of MS SQL is compatible with Service Desk Plus Build 9014? I am in the process of changing over to a new server and we currently have MySQL installed on the old boxl.
Change Module guide for SDP 9.0
Hello to all, where can we find a complete guide about Change Module for SDP 9.0? Thanks in advance
Technicians Viewing own tickets
What is the best way to have a technician open their own ticket, and be able to track it? It doesn't look like there is a view to allow them to do so. Thanks, -Nick-
Scheduled Network Scan
Is there a way to do a Scheduled Network Scan (like you currently do for the AD Scan)? If not, is there a REST or API Call I could use to start a specific Network Scan? SDP Ver 9.0 Build 9017 Thanks
Plugin is required to display all graphs on this page
Install Missing plug in message on dashboards tabs appers after upgrating to 911
Verison 7 Single Signon
Hello, When I enable the single sign on, and save the setting Internet Explorer refreshes to a blank screen. When you try to open a new session it again goes to a blank screen. Activedirectory import worked fine. Any ideas, I have been waiting for this feature before I deploy it to my users. Thanks, Kest874
notify technician of changes in request assigned
Hi there, Let's say a request is currently assigned to me, but then a few hours later someone picks it up. Is there a way for the current technician to be notified if there's a change in request assignment? Thank you for anyone's advise.
Support Groups - moving them to default
We appear to have have created a Support Group that appears for one of our sites but not in the DEFAULT SETTINGS. Is it possible to include this in the default as we want to use it for other sites. We have tried to delete it to start again, but SD+ won't let us delete it. Has anybody got a solution please? Thanks in advance.
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