Misunderstanding about automatic assign technician
Dear Support, I need to make sure my understanding about automatic assign technician. I've defined the responsible technician in the incident category and I think that when I choose that category, SDP will assign the responsible technician which have been defined automatically but it doesn't. So, I need your confirmation about this feature that SDP can or cannot automatically assign technician which was defined in "assign to technician" in incident category. If it can, How do I configure in SDP
Notification Bell in 8.2.8212
How can I disable the notifications/the little bell in the upper left. It's quite annoying feature, especially when technicians are updating thie tickets. I'm sure its a check-mark , but I'm just not seeing it in the config.
Wishing to upgrade Active Directory
We are currently working with Build 8203 and it is synching with Active Directory 2003, with a domain account. Single access log on (network authentication) and asset scans are working. We wish to upgrade Active Driectory and were wondering? 1) Does build 8203 support Active Directory 2008 or Active Directory 2012 2) Do we have to change anything in our configurations? Thank you
New technician with different role
I would like to add to my SD a techinicians from outsourcing company, but I need to delimit rights between my technicians and their tech. They must - view only their requests - if they want to reassign tech, they must view and reassign only on their requests - report building on their requests My tech must view all requests registred in SD Is it possible?
Purchase management
I'd like to use Purchase management, but can't. First of all, I don't know how to send purchase bill to approve, this person isn't a technician, it's a requester. I have a 10-20 people how is responsible for approving, depending on site. Secondly, after approve, I need to forward this bill to an accountant (better with email notify and bill attachment. Is it possible?
8213 features
hello i didn't notice any changes in this feature, can you please explain SDF-47663 : To select the Required Access permissions for the role , selection in access permission is fine grained
Template change
Hi there, Is there a way of changing the reply template to only include the person's first name not their full name. The template has this $RequesterName as the variable. We currently have to manually delete the person's last name as it is more user friendly. Regards, Greg
Software scan
hello why when i scan software it only show date install but not show time?
import request
Hello I’m having a problem importing requests, it’s not taking most of the values that I mapped in the excel file What could be the problem
How to send request to the general manager?
I've got a problem. Some time I need to send the request that can't be solved to the general manager for review. How can I do that? I don't need to approve, I just want reviewing by general manager.
Start ServiceDesk Plus Error - centOS
Dear I need your help, when I want to start ServiceDesk Plus 64bit on 64bit Centos Installation Folder / opt / ManageEngine / ServiceDesk Error message: (Oct 29, 2013 7:45:18 PM), Install, com.installshield.wizardx.actions.LaunchBrowserAction, err, java.io.IOException: java.io.IOException: konqueror: not found STACK_TRACE: 10 java.io.IOException: java.io.IOException: konqueror: not found at java.lang.UNIXProcess.<init>(Unknown Source) at java.lang.ProcessImpl.start(Unknown Source) at
Notification Icon stays even when in the ticket
Hi, the little notification icon (bell) could be improved. The exclamation mark does not disappear when I go the manual path into the ticket which the notification will try to get me notify for. Please see attached three screenshots where I go in the request manually. To get the reminder removed I still have to click on the icon. Kind Regards, Per
Editing the backend
I recently joined this organization, and we use ServiceDesk. The guy I replaced was the guy who set it up. I would like to know how to edit the mysql database that ServiceDesk uses. I am able to access the server that it resides on, but I don't know what program to use to make changes. In the past, I used PHPmyAdmin to make changes to my databases, but I don't think that is installed on this server. So what can I do to make changes?
Database Question
Does anyone know if things like the status of the Mail Fetching service is stored in the default MySQL database? My goal is to get the status of this via a script but the API doesn't expose the Admin module. Any info is appreciated!
How can i automatically associate incoming incidents to an open problem
Hi guys When we create a problem this Problem ID is sent out to relevant business affected users. If the have the problem they included the Problem ID in the incident request subject they send in (via email) Is there a way i can have SD automatically associate this incident to the problem and set the request status etc. I am aware i can use business rules for the latter but have yet found a way to do the former. Any suggestions would be great Thanks
Upgrade to 8212 may have broken API Attribute "requesterEmail"
We have an app that has been submitting tickets to SD+ for several years with the attribute "requesterEmail" to set the requester. The app uses a technician account called "Self Service" to submit via API. But after upgrading to build 8212 yesterday, the requester is now being set as the "Self Service" account, rather than using the "requesterEmail" value we're sending. Nothing has changed with the app submitting the API attributes. Is anyone else using the API value "requesterEmail"? If so, have
Total Time Taken in Request->Worklog is wrong
Hi, there seems to be a bug/miss calculation with the "Work Log Details" In Request see attachment. The bottom calculation "Total Time Taken" seems to be calculated on the visible items. As we have have in some Requests more than 50 entries, the drop-down box would even not allow us to quickly review the "Total Time Taken" without creating a report for the Ticket. Please see attached screenshots. Software Version : 8.2.0 Build 8212
problem privacy
hello i created multiple support groups in SD+ and it provided the privacy i need for requests, but technician can still access problems and changes from other support groups, so how can i prevent this from happening
contract invoice
hello how can i add an invoice of the contracts i made, like internet service for example, so that it can be showed in reporting thank you
purchases and contracts
Hello I have some vendors that provides some services like installation and cleaning so how can I document it in SDP, cause purchase order and contracts it deals with assets and this is not an asset Any suggestions ? Thank you
Change Templates
How soon can we expect to see "Change Templates" released?
Not-Auth for assigned to on dashboard
when the requester click on request dashboard, the column assigned to is showing not-auth. but admin can see the assigned tech. where do i allowed it ? my Version : 8.2.0 Build 8203 thank you for any help. good weekend.
how to add each user's manager
Hello, We're trying to find a way to import each user's manager into ServiceDesk Plus. We will need manager approval to process the user request/issue. Is there a way to do this?
Change list view - "Change Type" field strange display behaviour
Hello. I am experiencing a strange problem in the change list view with the "Change Type" field: I have a Change Type that is called "Risoluzione Problema RIlevante" appears repeated twice (once truncated) in the list view. SDP 8212 Enterprise+MySQL. See picture in attachment. Thank you. Federico.
change
hi, i'm using sdp professional edition and I don't khnow how to manage a change(IMAC) can you help me? thanks
E-mail notification about Due by date
How to modify e-mail notification about Due by date what's accepted by my superior...?, in Notification Rules I cannot find its topic about that. Thank's
Asset Scanning Problem
Dear Team I am using Service Desk Professional and have problem in scanning some of the machines at location . Machine ip is pinging from Service Desk Server / Machine c$ is accessible Machine file sharing is on Firewall and antivirus is off in the machine can you help us in diagnosing the problem . Regards Manish
Creating Signed Forms/Contracts within Service Desk?
I am still getting used to SD, so if this feature is already available, I apologize. In our business, when we deliver new equipment to an end-user, we have them sign a piece of paper stating which piece of equipment they're getting (i.e. laptop, WWAN card, etc.) and scan that paper into a NAS location. Is it possible to do something like this within SD? We are about to start delivering several new Win7 64-bit machines to users, and it would be awesome if we could somehow email them the info from
Work log should considered working hours
The time taken to resolve should consider the daily working hours within calculation. for example : our defined working are from 8:00 am to 4:00 pm, so the time taken should calculate only 16 hours instead of 32.
Custom Status
we have a handfull of custom statuses we use, however they don't show up on the dashboard currrently and are often forgotten about. we have to run a custom report to really see the true picture of outstanding tickets. Is there a way to put the custom statuses on the dashboard or have them show up under the on hold collumn? Thanks
Failure: login with same name already exists
Hi I'm trying to create a new Technician but keep getting the error: Failure: login with same name already exists. Please provide different value for login name I've check the list of Technicians and Requesters, and cannot find the login name used in any location. It is possible that I previously setup this user as a Technician and then deleted them. I've done some SQL queries of aaaLogin and aaaUser but cannot find the login name anyway. However, I did find this person in the aaaUser with
Deleting manufacturer list
Is it possible to delete from the manufacturer list? also it is possible to reset the database before we go live? We have been testing for a few weeks and I want to clear all the data without clearing the configuration. thanks
Clearing of a field "ActualEndTime" in re-opened tasks (and other documents)
When the documents was re-opened "actualendtime" field was not cleared either automatically or manually .. Because of this nuance having a problem in reporting.
CC field not working in Android mobile ServiceDesk Plus
I just upgraded SDP to 8212 and can now try to use the Android mobile app. I installed v.1.3 on my Motorola RAZR M and logged in after reading some helpful hints in other forum entries. I tried replying to a requester from the mobile app, which worked, but when I enter an email address in the CC field, there is no evidence that I ever tried it. The CC'd person never receives the email, and the full web view of the conversation shows no evidence of the CC'd person. It does say "optional" in the
Technician auto assign didn't expect to use SLA priority
The problem is, auto assign option didn't use SLA priority. I have 2 technicians. Auto assign working well when needed to assign a request to a technician, with load balance option. But this feature isn't working with SLA priority such as Low, Normal, HIGH So auto assign can assign # of HIGH priority requests on 1 technician in a row. I think it's not right. The High priority has a very short time to resolve request, so 1 technician can't resolve all requests in a row, in such a short time. Can you
[HOWTO] Technician can't reply unassigned request
Hi All, Is there any way to implement this feature in ServiceDesk Plus? One technician can't reply to an unassigned request without taking ownership of the request. And if possible then, only certain technicians can't reply to an unassigned request without taking ownership. Waiting for your kind reply.
Edit/Change Requester in a Ticket
We need to ability to change who requested service (change requester). This happens when an email is forwarded to servicedesk, and a ticket is automatically generated. We have many situations where someones computer has an issue so another co-worker many start a ticket (through email). We can not keep them as the requester because the work is being done on another assest for a different user. This affects tracking of who we performed service for, is there a way we can change this? Thanks Larry ServiceDesk
Previous version of ManageEngine
Howdy Folks Can someone tell me if (and where) I can get a copy of the previous version of ServiceDesk? Our installation has died and I downloaded 8.2 and installed it on a new machine but when I try to restore the backup into it I see the process running but at the end I still seem to have a blank (new) copy of ServiceDesk, Looking back through the DOS box that runs for the restore I see a message saying "Backup build number not compatible with existing build" From that I assume I need to install
Force ssl
Hello I have the SSL working no issues. The problem is when people go to http:// all they get is the II7 logo. How do I force it to go from port 80 to 443 no matter what the user types in. Thanks
Customize the Prohibited Software Template
Is there a way to do modify the Prohibited Software Notification Template yet because I cannot find it and my users are getting an email that is requesting to contact administrator at xyz.com?
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