SLA Emails
Hi Sorry if this has been answered elsewhere. I am new to Service Desk Plus and looking at configuring in a similar fashion as to our current product. Is there a way to get ServiceDesk to email the technician when their Incidents and Requests are due to expire? I have seen the template email but it's not actually firing any emails off to the tech when they are expired or close to expiring. I get notifications when a request hasn't been picked up from group etc, so they are working fine Regards
Assets
Hi, I'm probably missing the absolute obvious here but we are currently using Servicedesk Plus standard edition and am trying to figure out how to add the "Asset" side of things. I can see on the online demo that assets can be a part of servicedesk but I'm trying to work out how much it would be and how it gets implemented but can't find anything out? Any info on this area would be great!
Cannot create backup from MESDP 8.2
Dear Expert When I run BackUpData.bat, I get no backup file and the following shows at commant prompt: java.lang.Exception: Unable to get the data from [ServiceReq_9] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1222) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1241) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:918) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:891)
Add new name in "Logged By"
Hi.. I want to add new name in "Logged By" field when created a new request. But can't find any settings for this. Appreciate if someone can help me. Tq
Auto mail
Hello I have for some days trying to make some settings so that when an incident arrive by email an auto response is generated by ME. although when a incident arrive by email the priority in "NONE" and I want the technician so change this accordingly to SLA, when this is done I want an email response saying "Hello your case have been prioritized to YYY" Is it anyway in ME to do this, the easy way to do to this whould be to look on the Priority attribute and to something like this If $Priority is-not
Set custom view as default for user groups
Hi, I've seen that when a user/requester logs for the first time in SDP and goes to the Requests module, the default view of the table includes de column OnBehalfOf, that's a field I'm not using and I'd like it not to appear anymore by default. That's why I ask: Is it possible to create any custom view an assign it to the requesters or group of users as default table view within the Request module? Thanks in advance. Regards.
location of technicians
looking for a way that a technician could update his/her location in regards to location/remote site, in such a way that it would be accessible by all techs.. and all technicians location would be accessible by either one person (or all persons) to see. example being.. ive completed issues at location "a", leaving for location "b". and a dispatcher would have the ability to see this info across the range of all technicians. is there such a way to accomplish this in service desk plus? ive looked throughout
change the email and task notifications emails to the same font in mass
is it possible to mass change the font on the email and task notification emails? or does this have to set individually for each task and each email? regards Marcia
Convert IT Asset to Non IT Asset
Hello, I hope someone can help. I have a number (approx 70) items which have been mistakenly imported into IT Assets under the Workstation category. Is it possible to convert these to a Non IT Asset? Many thanks in advance. Paul
Setting Request Created Date using REST API
I'm successfully using the REST API to create and edit service request, but am having trouble changing the Created Date either during request creation (ADD_REQUEST) or by editing an existing request (EDIT_REQUEST). I'm importing tickets from an old ticketing system, so it would be nice to have this date set correctly. I've tried these formats: <Operation> <Details> <parameter> <name>createdtime</name> <value>23 APR 2013, 01:00:00</value> </parameter> </Details> </Operation>
Marked Tasks not setting due date when triggered
It seems that when the option for "marking" a task was released that you could put an estimated effort in the task and a scheduled end date was set once it was triggered. In version 9012 that doesn't seem to be the case anymore, making it difficult for a tech to know when his or her task should be done. Is this a known issue?
Change Request Template Question
Hi there, I'm working on designing our change request templates, and was hoping to add specific fields within the actual change request for implementation steps and roll-back strategy. I see two potential ways of doing this, but can't seem to figure out how(if possible) to achieve this: 1. Add custom fields...but is there a way to make resize the input box? This isn't really a one-line question, either in input or view. 2. Repurpose the "description" box. The "Title" box really could be the description,
Asset Cost enhancements
Dear Users, We are planning to enhance asset cost calculation. We plan to bring in the following cost split ups 1) Purchase cost -- cost involved in purchasing the asset 2) Operational cost -- cost involved in bringing the asset to operation and to keep it operational 3) Current cost -- cost worth of the asset after depreciation 4) Total cost of ownership[TCO] -- sum of purchase cost, operational cost, and cost of associated components
Tech warning if try to pickup an already assigned request
Hi Is there a way to warn/confirm a tech if he tries to pickup/assign an already assigned request? Thanks, Amichy E.
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Import from sysaid
Hi All, Is it possible to do the following. To import from Sysaid to ServicesPlus? Many thanks! Regards Gerrit
reporting on template usage
Hi everyone, Does anyone know if its possible to report on Template usage in ServiceDesk Plus? I have had a look at the reporting Wizard and "Templates" is not listed under available columns? thanks
cannot search if the string contains any characters (*,/, \,-...etc.)
Hello. I am using the latest version of the SDP, but as I tried, I cannot search the applications, if the string contains any characters (*,/, \,-...etc.) I have done this several times, delete from indextable where name = ' Sol_CommentHistory '; Later, stop the application and open a command prompt on the application server and browse to the folder ManageEngine\ServiceDesk\bin and execute the command > reIndexData.bat request but the search finds nothing, if only the letter-search works. help
how can I replace web site icon?
Hello; How can I change web site icon which is shown on the browsers ? Regards Tirelibirefe
Disabling "Log on to" detection of usernames.
Hi, Is there a way to prevent ManageEngine from detecting the domain or Local Authentication when a valid username is typed in? Our Servicedesk site is accessible publicly & while SSL encryption has been enforced for the login page, we also want to prevent hackers from probing the usernames in our domain via this method. Regards, Winston
Delete ticket
We have just upgraded to 9.0 and were wondering want happened to the delete warning when you click actions, delete inside of a ticket. Its right next to print preview and if you miss-click you delete the ticket. Yes it can be recovered but it used to warn you and ask if you where sure... what happened to that?
automated techician time tracking in SDP
Does anyone have any solutions for automated technician time tracking in SDP?
Redirecting emails to specific techs via support groups
Hello all, I have been tasked with setting up our SD+ implementation to allow for groups to be used to direct tickets to the proper techs. Here is what we have envisioned for this. All users submit tickets to support@company.com via the self-serve portal. They will be forced to provide some piece of information that will dictate what group it will go to via the Category field. Once the ticket has been successfully submitted, it will go into a queue for the group that was specified in the Category
Why can't users with SDAdmin roles edit change requests?
We're using SDP 9006. I'm in an SDAdmin role and need to make a change to a change request. Unless I've been added to one of the Change Roles in the actual request, as an outsider (but a SDP admin), I'm not able to make changes to a request. Is this by design or do we have something configured incorrectly? Thanks!
Job title field in Requester Details
Hi, Is there a possibility to view Job Title field in area Requester Details at created request (without clicking on requester's name)? How can I use job title information to set priority automatically (for example in business rules)?
Groups not to be allowed to assign to Technician
You do have an option in the Roles feature to not allow any tech to "assign a technician". By unchecking this option, what it really takes away is the ability for a technician to assign a ticket to both "a group" and "another technician within that group". By the title of that option I would have thought this would still allow the tech to assign a ticket to a group but just not a technician within that group. So you have an update coming or request yet on being able to offer either or of these options
Stop backups from creating sub directories
Hi Guys, I noticed since we recently upgraded to 9012, our backups are now creating subdirectories for each backup file. This is completely unnecessary. Is there any way to stop this from happening?
Getting 500 error on on website port 8080.
I spoke to someone yesterday and they helped me get my old trial installation working, but today I'm getting a 500 error on the web interface. When I use teh desktop icon to start it, I can't login. It tells me the user name or password is wrong but I have not changed it from the default yet.
SDP agent vs DesktopCentral Agent?
Hi there, I have both ServiceDesk Plus and DesktopCentral deployed on my network. ServiceDesk Plus has a 750 node capacity, with 420 in use, where-as Desktop Central has 500 capacity, with 320 in use. What's the difference between the two agents supplied with SDP and DesktopCentral? At some point in the near future, I will have more active nodes within SDP. Can the two agents be installed onto the same machine, but only have the SDP reporting in?
Import Contracts from Excel
This has been asked before but there have been no answers. In CONTRACTS there appears to be a way to import Contracts from Excel because there is a button ("Import from XLS") and a start of the "wizard" but no where is there a template of what the headers should look like. Please provide a template that we can use. -Les
Custom "completed" status is treated as closed status
Hi, We are using SDP 9012, We have implemented some custom "resolved" status types. Problem is that the system treats them like a "closed" status instead of the resolved. Which means the requester never get an email saying the call has been resolved (instead they get "your call has been closed"), Calls arn't automatically converting to closed status after 3 days (mainly because they are seen as already closed). How can we change custom "Completed" status types so that they don't default as closed?
Installing on Linux via Command Line problem
I am trying to install ServiceDesk Plus via the command line and it seems to crash with no error message. This is what happens: Does anyone have an idea what I'm doing wrong?
Change incident status automatically
Hello to all, we would like to know if it's possible to change incident status automatically after receiving a response from requester. Thanks in advance SDP 9 Build 9010
Attachments to request will not download/open proper filename
Your Product Version : 7.0.0 Build 7022 User sends in a request with an attachment. When a technician or user tries to open or download the attachment, the user/tech system downloads a HdFileDownloadServlet (filename) rather than the actual filename that was submitted. The file will still open if you specify the correct application, but did not do this initially. This is something that has changed recently, but can't pinpoint a specific date. Any suggestions?
SCCM Integration with Desktop Central
Hello guys Is it possible to integrate SCCM 2007 with Desktop Central or ServiceDesk Plus Enterprise? Kind regards Luis Gonzalez
Requests seen by support groups
How do I make it so that if someone is not in a support group, they can't see the request tickets assigned to it? I was under the assumption that it would automatically be like that but I was advised today that help desk users could see the requests in another support group that they weren't members of.
could not see the image that insert on email body !
Hi SDP Support Team, the email that was sent from Service Desk Plus (press reply button on each ticket) got i problem about image inserted on body email. I could not see the image on both outlook 2013 and webmail . On the email body, a error appear on the place of image, the content is: "The linked image cannot is display. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location" Thanks & Best Regards, Huan Tran,
Reopen the closed request by the requester
Hello, We are using servicedesk plus 8.2. If i enable the option in the self service portal(reopen.jpg),requester can reopen their own request of any older date. As the technician , i just need the requester to reopen their requests closed two days before alone. I see the days selection option (reopen1.jpg) but this is working only for requesters replies through email. So please check and let me know the possibility of the day setting by the technician in the self service portal to the requesters
Default priority request by email
Hi, I want to change the default value of priority for the request open by email. It is set to Medium and I want to change by default in Low- can you help me? thanks
Agent installation is not working in 9010
Gents, have you checked your InstallAgent.vbs script in the latest version ? Windows 8.0 As I can see, that doesn't work at all in InstallAgent.vbs: if(Cdbl(currVer)>Cdbl(latVer) or (Cdbl(currVer)=Cdbl(latVer) and Cdbl(currSP)>=Cdbl(latSP) )) then 'Wscript.Echo "already in latest version, so no need to download the agent again." Wscript.quit(0) end if MSI will be never installed for any params. It should be something else: if(not isNull(latestAgentVersion) and latestAgentVersion <> "")then
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