Bussinees rule for autofill Site field SDP 8215 Professional edition
Hi Team, It is possible to autofill the "Site" field through a business rule when a requester sends an email to Servicedesk Plus? Thanks, MF
Service Catalog
I am trying to find Service Catalog within the Enterprise version of ServiceDesk Plus. However, I do not see if listed under the Admin tab. Version is 9.0 build 9004. Any assistance is greatly appreciated. Thanks in advance, A
ServiceDesk Plus Newbies Only - What 3 Aspects do you find most difficult about Configuring ServiceDesk Plus
Hi All I am interested in hearing from people who are responsible for installing/configuring ServiceDesk Plus whether you have inherited it or have started from scratch. Ideally you will not have more than 6 months experience with the product. This will hopefully lead into a series of training sessions which will be available on youtube at no cost. What I would like is the top 3 things you found most difficult in administering ServiceDesk The aim of the series is initial install rather than troubleshooting
Add a Custom Change Role to a Custom Template?
Re: Change Management 1 month ago New roles cannot be added into the Template. Regards, Priya K SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice This is a response to another post but it directly applies to my conundrum. So the question I have is how come? I have a custom template and I have the ability to create a custom change management role but not the ability to add it into my custom template? Is this correct and if it is then how come? I'm running 9.0 Build 9008.
Logo on log in & incident page display
I am in the configuration wizard and imported the new company logo. I checked on "show & use this image" and saved. I want this logo to appear when a user logs in to Service Desk plus and also throughout their interaction with service desk plus. I've saved, logged out, logged back in and seem to not be able to bring the new logo up. Is there a different place than the screen below to add the logo to bring it up on all Service Desk pages?
Notifications
We use SDP build 8214. Is there some way I can turn off the notification that appears as a red rectangle with a white number in it on the button bar? Most of our technicians have complained that it is distracting.
Connecting a service request to a project
I am building out our service catalog to address tickets that are not break/fix. I have a Professional Services category where we will direct end users to request projects, consults, reports development etc. In this categories I am working on a service template for a Project request. We have a form created in Word that I am trying to recreate in the template. Ideally once the service request for a project is submitted, and goes thru an approval process, we would want to associate it with the
Problem with requester name
I have two requester name duplicate, one user have tickets with 2 "requester name". I like delete one, but i need move all tickets from the users to delete to another user. I have ids these users .. if possible modify database with sql ???. Thanks
Delete Duplicate Fields in a Custom Change Template
How do you delete a duplicate field in a change template like "risk" for example?
The history of the text in the presentation for approval
Hi Is it possible to check the text message sent from: Action-Submit > of Approval? In the notification, click on the Action and choose Submit of Approval. In the description box, enter my text. Request for acceptance is sent but in the history does not have access to the text. I would like to know what was entered in the description field. If the Approval Type "OK" I have no information what exactly accept.
Hide default status - Is possible?
Hi, i have 8217 version of servicedesk plus and i need hide default status from users (I use Portguese language), is there a way to do this to not confuse users with English and Portuguese similar status? Regards HOliveira
ServiceDesk 9009 x64 out of memory
after upgrading to servicedesk 9009 x64 version we are getting the below message and service desk in unoperational TxConnectionManager: throwable from unregister connectionjava.lang.OutOfMemoryError: GC overhead limit exceeded this our config # Initial Java Heap Size (in MB) wrapper.java.initmemory=128 # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=2512 machine is 8GB RAM 2008 R2
Installing Service Desk Plus
This is the first time we downloaded Manage Engine but it won't push through. After downloading we received this error message: And after clicking OK it will stuck in here and nothing happens: and when I try to uninstall it won't allow me Do we missed something?? Thanks.
delete group
every time i try to delete a group or site. it said it is used by other modules. the site is grayed out. I need to know which module are using this item so i can delete it.
Search requests
Hi! After update SD first to version 9.0 Build 9004, and after to 9006, we cannot use Search button. Every search that we did, returns "No request found in this view." I already executed every solutions reported on this forum about this problem, but anyone works. What I need to do to resolve this issue? Thanks. Miguel
Book an asset
Hello, In our company we have many users who like to book laptops/tablets to take with them when on business trips. Is there a way to use ServiceDesk Plus to automatically book out a specific asset? As well as notify other users that the particular asset is booked if they try to book the same one during the time period? Thank you! -Mark
custom icon in service catalog
1. How to add icons to a new service catalog category on servicedesk plus Profesional edition, is there a way to do this ? 2. How the servicedesk plus software choose the icon that appear when you create a new service category on the self-service portal ??? because I change the name of the default services categories and the icon changed to generic image ???
Install 3-Party SLL cert on ServiceDesk Plus ver 9.0
Hi Support, I need help to install 3-Party SSL cert on my SDP 9.0. Kindly assist.
Single Sign On
Hi there. Using the Single Sign on. First of all: It is working within the AD-DS. Challenge: Users of a second Domain should be able to log on to the Service Portal. Domain is not in the same forest and no trust ..... We were able to Import users from second Domain successfully. Would be ok for us, that those users Need to type in credentials manually. Is it possible to Redirect them to the Login-Form without NTLM-Request Popup from AD-DS ? THX Best regards Stefan
Create an asset state with no licence count
it is possible to create an asset state for stolen assets that does not count as asset license ??
How to set reminder.
Need set reminder for every requests. When time to SLA is ending, before 1 hour for ending period sla need reminder. How can i set it?
Dashboard Errors on SDP 9
Hello all, I've updated from SDP 8208 to 9003 and the dashboard is showing several errors when I filter by all sites (not happening when I filter just for an specific site). The errors that appear are the ones bellow. Any help would be appreciated. Thanks! HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Email command
Here is what I am trying to do. All new emails coming into the servicedesk email account I want it to automatically assign it to one group. Is there a way to do this for new ticket emails? For example, If a user replies to a current ticket I don't want it to auto assign but people who send in a new request to the MESDP email account I want it to auto assign.
backup MESDP production db and restore to MESDP Dev db
We currently have a development environment that runs the default DB software. We would like to be able to backup the production db (MSSQL) and restore it to a new db file and connect our dev environment to that. Is it possible? I was thinking of backing up the Prod db with SQL express tools and restoring to a new db name and point the MESDP dev server to that database. Can it be done this way?
SDP CRM integration
Is it possible to have SDP send updates of requests to a third party application? I need to receive updates whenever a request gets updated. I have seen the callback Url for requests that are created via the Api, however I do not want to create the requests from the Api. Is there a way to have the callback url auto-populated for certain requesters? Also, I have read a little about the External Action Plugin, however that would require an extra step for users, correct? Is there a way to have the
how to enable a outlook connector
i am using outlook 2010 and i want to connect my Hotmail account in outlook please anyone can share me the procedure how to do this thanks
Disable required field
Hello, I've got the following question: Under worklog currently it's required to fill in "Time Taken To Resolve". Is it able to make this 'not required'? With friendly greetings, Youri
Double line spacing in requests and responses
When a request is logged in the system from an email. There seems to be an additional line feed after every line of text, meaning that everything appears double spaced. Is there a setting that can be modified to remove this as it adversely affects the professionalism of responses to our clients. Thanks, Tony.
Manage lost assets with replacement
We have provide one laptop to Mr. Ruhul one year before. Three days before he lost the laptop. Today we have provide the another laptop to continue his work. My concern is, How to manage the lost asset with replacement.
Can Not Delete Workstations
Hello, Every time I try to delete workstations from service desk it freezes up my environment. I noticed lots of users having this issue on the forums but I only see a resolution of asking for a log file. After that the forum responder does not update the ticket with the resolution. Please help. I need to delete workstations that are no longer on the network and servicedesk to not show them anymore. Thanks,
Cannot delete old Unaudited workstations
Trying to delete these old enteries and there seems to be no way to delete. Thanks John
Can't delete a few software licenses and the purchases orders for them.
I am unable to delete some software licenses which are connected to two closed purchase orders. I would also like to delete both purchase orders. No matter what I try, they simply will not delete. They are not allocated to anything. The two purchase order numbers are 2104 and 3001. I would like to just delete the purchase orders and have both of the software licenses delete right along with them. Is there any way to do that? Thanks, Tony
scanned software and asset will not delete
I'm trying to remove our inventory of scanned software to "start again". I can delete all software except for this last one... When I try to delet it I get the following error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,229,470,206,459 I get the same type of error when I try to delete the last asset as well. FAILURE :Problem while deleting workstations. Please report the problem to the system administrator, with
New incident drop down
Hi, SDP Standard v9007 Is there a way to sort New Incident drop down's items in the usual alphabetic order ? jfr
Licensing - Adobe Creative Cloud
What’s the best way of inputting Adobe Creative Cloud subscriptions into SDP? Each subscription allows a variety of Adobe products to be installed during the subscription period. Is it best to create ‘Adobe Creative Cloud’ as a software suite and then identify and add the Cloud-specific (CC) products to the suite? Also what ‘Licence Type’ and ‘Licence Option’ would apply in these circumstances, as there is no option for a subscription?
New Search results in SDP 9003+
Hi All, I noticed that we also experience the same behaviour with the Search feature in Service Desk Plus as mentioned here: https://forums.manageengine.com/topic/search-result-inaccurate What we see though, is the oldest 500 results. So if I was to search for say, 'backup', the most recent result I'd get is from a few months ago, and I would not see something that was logged say last week. I have yet to apply the 'update lucenesettings set value=1000 where category='Resultrowsize'; ' fix, but I
Signle Sign On
Hi there First at all: Single Sign On for AD Domain is working fine. Currently we have a second Domain (no forest and no trust) where users should be able to connect to ServiceDesk. We know that this is not able without trust or forest .... We were able to Import the users so they can type in their Details manually. Is there a way to SKIP the NTML-Request to avoid AD PW Window ? THX Stefan
Created an extra technician record, can I delete it?
We are starting to get our ServiceDesk going, and I think I made a mistake. We have it tied into AD and importing user records as Requesters, which all works fine. As a noob admin, I didn't see the proper way to create a new Technician record, which I now think is to take a Requester record and do "Change as Technician." Instead, I went straight to the Technicians list and "Created A New Technician." I gave him the same login name as the user I wanted to promote to Technician (let's say ASmith).
Closing Requests submitted by InfoPath Form (from Sharepoint site) to SDP
We have some InfoPath forms in our SharePoint site which, when submitted, are sent to SDP. SDP recognizes these forms as originating from sharepoint@domain.com. This email address doesn't exist (a default in our SharePoint set up I believe) and therefore I'm unable to close these requests. We have the 'notify requester when ticket is closed' option enabled as default and want this to remain so. Also, we do not want to create the 'sharepoint' email address. Therefore is it possible to turn
How Backup Tech Work
I am trying to understand how the backup tech works, and I have a couple of questions. 1. Does the backup tech get assigned when someone manually assigns a request to a tech who will not be available on the request's dueByDate, provided the bakcup tech is set for the day? Or is the request assigned to the backup tech only when the system assigns it automatically using some features like Business Rules, Technician Auto Assign? 2. When does the request assignment to the backup tech actually take place
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