Requester name does not exist
When I try to change some tickets, I get this error. the customer exists in the database and if I give ok, doubles
Create Technician from Active Directory Imported Users
Rather than manually maintaing a list of technicians I would prefer to grant my technician role to users that are already in Active Directory. How am I able to see those users that have been brought over through an AD sync? Thanks. T
Adding Approver for Solutions
Hello We are using servicedesk plus 8.2.0 version.I have created a role named Solution Approver in users -roles in admin page and given full permissions for solutions and also selected Technician allowed to Approve Solution. Assigned the technician for that solution approver role. But when i try to send the solution for approval in submit for recommendation page in TO Field iam not seeing the person added by me in the Users For Approval field and also not allowing me to type in that field. So please
Unable to get SD+ running on an win7 box.
I am trying to install SD + but I am unable to launch the product in a Windows 7 environment. I am currently using SQL Express 2012, I can make a test connection to the database using a ODBC source and the connection is successful. When I go to launch SD+ I get nothing. Does IIS need to be installed? Can someone please help me here?
Template change
There needs to be a way to change the template type when users enter the wrong category. Not being able to change this add to confusion and upset users when they need to reopen tickets
Service Desk Plus 8017 Build Upgrade
Please Help, I contacted Manage Engine support desk and they are not giving any clear answer, We want to update our ServiceDesk Plus 8017 build but in the migration sequence page http://www.manageengine.com/products/service-desk/migration-sequence.html the problem is the build that we are using is not listed. the closes build is 8000 should I us it. Thank in advance for the help.
Disappearing Workstations in Assets
We use ServiceDesk in conjunction with Desktop Central as our primary asset management repository. All workstations are scanned automatically and show up in ServiceDesk. When I go to do a disposal, I find that there are multiple workstations missing from the database. I have a theory on why this is happening. Asset A = JoeUser.domain.com This system is in ServiceDesk. Let's say that his system gets replaced with a new system. The new system has the same name as the old system. When ServiceDesk
SQL Server 2012 support With SeviceDesk Plus
I was wondering if SQL Server 2012 is supported by ServiceDesk Plus? Specifically version 8.2.0 build 8214.
Edit solution by whom created it.
Hi support, I just wondering that only who created Solution can edit solution. For now, Technician A can edit solution that created by Technician B(look at the attachment "Roles Technician" for the detail"). And I think is not suppose to be like that. Please advice. Ali
What triggers scheduled reports and backups?
This may be a dumb question, but what is used to trigger the scheduled reports and backups? I didn't see any jobs in the Windows Task Scheduler or any SQL Jobs getting added. Is there something within the application or stored proc in the database that kicks of these time-based events? Thanks!
Removing Attachments from Archived Requests
Is there a way to removed attachments from all archived requests? Once the requests are archived, I no longer need the attachments, just the detail in the request.
NOOB purchase order attachements - how do I view them?
Running SD Plus build 8214. I have created a PO, approved it, received the item, and created an invoice. I then added an attachment. Where do I find the attachment? I am not seeing it on any of the PO tabs.
Problems enabling pass-through authentication
We're using SDP Enterprise 8214 on Windows Server 2008 R2. We're currently using Active Directory Authentication. We decided to give the Pass-through Authentication a try. We've tried to enable it but have been unsuccessful. This is the error we are getting: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. The error message doesn't link to a specific
Application Hang on startup - 'Application Layer'
Having used ServiceDesk Plus in the past I'm trying to convince a client to switch to it. So downloaded the latest Windws x64 version. Ran the installer. Started the Server....this then hangs at 'Starting Application Layer' Ran run.bat and get a login error for the SQL account, which is odd as I can log directly in to SQL with this account and do all I need to do. Ran ChangeDbServer and change the SQL password to the same as I specified in the install and it tests fine. Hit save, and receive a load
Email issues
My email settings are working, somewhat. My fetch works perfectly and crates tickets on an inbound email. The ticket then emails out the info for the newly created ticket to the requester perfectly. But whenever I go to reply in the ticket or run a report and email it I get Failed: Mail sending Failed. No error number or info that I can use. Anyone know how to correct this? Service Desk Plus 8.2.0 Build 8206
Satisfaction Survey results and ratings
Hi I enabled the satisfaction survey about 4 months ago... lovely..! But the satisfaction level summary and the ratings dont actually make any sense..?? what happened to the good old % of..???? so out of 100 you scored say 10% (in other words 'Rubish'...!) I need to put some stats into a presentation for the partners of the firm but I cant with the current way it reports.... can you explain or help...
Asset Managment - Product Type greyed out
I'm not sure why but "Firewall" under Asset Management is greyed out and I would like move some In Store Assets to the Product Type. I noticed under Description "Created in Migration", not sure what this applys too. Can someone please shed some light on this for me. I attached a screen shot below. Thanks in advance.
Problem for scanning thinclients that the system operating was installed from an image
Hi, We have in company some thinclients (nearly 50) that the system operating was installed from an image (Windows Embedded Standard 7). We have an thinclient that was scanned correctly. When I try to scan a second and the software (Service Desk) identifies that the operating system is the same (like a symatec ghost32 image), it changes all the information about the first thinclient. I don't know why it happens, but in my opinion it is the cause of problem . Last year, I realized that this happened
Issue with SPam Filter "Subject begins/end with"
Currently running ServiceDesk Plus V8.2.0 Build 8215. When I define a rule for the SPAM filter, and the rule is "Subject begins with" or "Subject end with", the rules toggle every time you save. So every "Subject begins with" becaomes "Subject end with" while every "Subject end with" becaomes "Subject begins with". You can sit there pressing "Save", watching them change each time. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Problem with scanning thinclient
Hi, Currently we have registered in the group "workstation" all computers, notebooks, servers and thinclients of company. To improve the organization we want to separate thinclients of "workstation" and add in "thinclient" option. I changed an computer to thinclient (admin - product option) and when I scan the error message appeared: FAILURE: Database exception while updating Workstation. : Duplicate entry for key Please report the problem to your system administrator. The support file uses the
Make a field manditory based on a non-manditory field??
All: I'm looking in Service Desk to have a Incident Template have Field A as non-manditory but if Field A is populated, then Field B and Field C are now marked as Manditory. Does anyone have a recommendation as to how to accomplish this? We are using Service Desk Plus 8.1.0 (build 8121) Thank you in advance.
business rule on subject doesnt work
hi have created a business rule 'subject' begins with 'text' if match it should move the ticket to group XYZ but doesn't work is there a problem with the 'begins with' parameter ? Other rules do seem to work
@@REQUESTE-MAIL=xxx@xxx.com@@ is not working
Hi, @@REQUESTE-MAIL=xxx@xxx.com@@ is not working. The ticket is always created with the e-mail address from which the mail is sent. Any solution? Best Regards, Gerardo Cortés
business rule on subject is not executed.
Have made a business rules 'subject' - 'begins with' - 'some text' is criteria is met , it should put the ticket in a specific queue. However doesn't work
Business rule criteria not being saved when it contains more than 1 email address
Hi support, We have a major issue when saving a business rule which has more than 1 email address in the criteria. Example: TO contains recipient1@company.com => the business rule is saved correctly. TO contains recipient1@company.com,recipient2@company.com => these criteria disappear after saving the business rule! Is this a known issue? It occurs in SDP 8.2 build 8213 using any type of browser for any account having the SDAdmin role, both in test and in production. See request ID 6981992
Auto Assignment of Requests by logged in Technician
I am looking for an option to assign requests in SD Plus based on the status of the technicians. I do not see an option in the criteria that can be selected in settings for auto assignment and neither I can see an option in business rules. Please advise how to achieve this at the earliest. Thanks Kaladhar
How to set up two email accounts in ServiceDesk Plus?
We are planning to expand usage of ServiceDesk Plus to different internal groups but they have different email addresses. Please advise how to set them up. In other words, can we have different email addresses set up per site?
Bind ServiceDesk to IP?
Hi. I've found the option and ability to bind the ServiceDesk website to a specific TCP port but not to a single IP. The server we're running on has IIS running on port 80 bound to a different IP but it looks like when I configure ServiceDesk to use port 80, Apache tries to take port 80 on all listening interfaces. Is there a way to bind it only to a single IP? Thanks!
Adding the Manager Field as an Additional Field
I have created an Additional Requestor field called Supervisor and want to link it to the Active Directory field "Manager". From what I've read, the attribute should be "manager". But when I select it and reimport, none of my requestors are updating with their Managers.
Service catalog and incident template
can any one explain to me please what is the difference between creating a new template in Incident Template or create it using the Service catalog? when I need to use any of them
Problem ID's and Change ID's not following in succession of ticket numbers.
Why doesn't problem and change ID's continue on with Requests and Incident numbers? Is this by design? If it is do you have a document that we can follow to reset the numbers to something we specify? We use SQL. Thank you in advance. Peter
Can a request be added to current workflow?
If we have workflows set up for approvals for specific requests and a user logs a generic request instead of using the service catalog, is there a way to add that request to the workflow for approval without having to reenter the request using the service catalog?
Archiving and Closed Status
When an archive run is being perfomed, it appears to only be pulling tickets with the status "Closed". Is there a way to make it archive requests that are completed, including Closed - Duplicate, etc.
Survey results reversed after changing the answer order.
We changed the order of our survey question answers from (reading Left-->Right) "Very Dissatisfied-->Exceptionally Satisfied" to "Exceptionally Satisfied-->Very Dissatisfied" and now our percentages are also reversed. That is, a technician getting all Exceptionally Satisfied now gets a Satisfaction level Summary of 20.0/100 when it should be 100.0/100. Is this related to the RATING field in the SurveyAnswers table? Will simply reversing the order of RATING relative to ANSVALUES fix this? SURANSID
Email Commands are just ignored when updating a request?
Hi - really excited about the possibility of email commands, but struggling to find the right configuration for updating an existing request. I can create a new request and, say, set the priority, but I can't find an email config that would then change the priority on that call, or set a category? Here's my email config And here's a sample email to update an existing request: And here's the updated request conversation: I've highlighted the unchanged Priority and Category... I've used the Request
Sync Delta changes in AD for Requesters
currently it imports all the users every time, and there is some fields that should be manually changed for technicians. unfortunately these fields are overwritten when import process take place
Automatic response email
Hi everyone I wonder if it's possible responding automatically when a email request rise with unknown parameters. For example, if a request rise, and don't enable none business rules, the system must sending a email with a message like this. "Your request can not be processed, please check your message's parameters". Thanks for your help.
Completion Date of Change
When does this default to December 1969
REST API - Can I add a worklog to a new request? Syntax?
Hello. I am using the REST API to send information from Salesforce to SDP and would like to send a single API callout to create a request, while also adding a worklog. I am using the ADD_REQUEST operation. Is this possible? If so, could someone be kind enough to help me with the syntax? I can successfully add the request, enter values for all my fields, add resolution, etc ... I just can't seem to add the worklog. Thank you.
Preventive maintaince
I'd like to have an option in preventive maintaince, to chose due by date. By now, it's based on SLA, but I don't like to have a different SLA only for preventive maintaince, it'll be good to chose SLA medium, but accomplish that requests in 10 days Do you have my point?
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