Revamp of Categories, Sub Categories and Item
Dear support, I am preparing to update the Cat, Sub cat and item fields within my ME installation in order to have a completely new set of data. My most pressing concern is whether the changes that I make to ME will overwrite the old data. Secondly is it possible to perform such a task using an import (e.g. from a CSV) and if so do you have any resources on how to accomplish this? Thanks in advance,
Project management module enhancements
We're using SDP Enterprise v8200 and so far we're impressed with the project management module. I would like to make some suggestions: Streamline the way we view and manage tasks. When you click on a task to view it, I feel like I get a little lost inside the project. And it's a little confusing to get back to the main tasks. You can't click the back button brings you back to the project's Details tab, so you have to re-click the Tasks tab. It would be nice to close a task without having to open
SNMP poll, please post your experiences
As it seems I am the only one that has posted a problem with snmp, I either assume that it works for others or no one else uses/cares about it. It also seems this is not a priority for SD team, even though they have acknowledge to me that it is broken. So if anyone cares to answer, please do. 1. Are you able to scan and have SD remember SNMP only devices (printers, routers, firewalls,whatever..) 2. If so, are the devices set to "public" for their community names. 3. If so, is your version an upgrade
Arabic user manual
Can you provide your customers with user manual Document with Arabic version ??
UK/GB locale version?
Hello just wondering if there is a UK/GB version of the ServiceDesk Help desk or of we cam make the necessary changes? As it stands we have fields for Sales Tax, State, Zip code which are incorrect for our region and we would like to change them to VAT, Region and Post Code fields instead. Can we make this change? Kind regards Zoaky .
Site A request to be notified to some specific Site B users and the users be able to view this issue from Site A.
Hello, I am checking the following possibility Site A request to be notified to some specific Site B users and these users be able to view the request from Site A. Is this possible? For example. Site A: requester raises a complaint/issue 'issue1' against Site B; Site B: group of users ( say user1, user3 only out of user1, user2 & user3 users) of Site B be able to view this issue 'issue1' of Site A. Is this possible please. For me it appears that there should be a some way if not direct solution.
Service Desk Asset Scan Issues
We seem to be having an issue with your asset scan. It works as expected with the agent installed, but when running a manual scan from the web interface we fail. Error message given is "FAILURE :Failed to communicate the agent." Service is running and has been restarted, and no firewall issues are effecting this. It seems to run in one direction only, from agent to server but not vice versa. Has anyone experienced this issue before?
Email Commands Help
Hello, Our team is new to ServiceDesk and we are coming from Spiceworks. Most of us rarely had to go into the actual Spiceworks system since we could do most everything via email commands. In Spiceworks, I could simply reply to a new ticket notification email and it would automatically assign me as the tech for the ticket. In addition, I could reply to any ticket and simply put #close in the email body to close the ticket. If I understand Email Commands in ServiceDesk correctly, I have to make
Mysql's Version
Hello! We are using the lastest version of ServiceDeskPlus but with a old version of Mysql. I need to know what is the lastest version of Mysql approved and supported to work with Service Desk Plus. Best Regards. Miguel May
servicedesk firewall requirements on windows 7
We've deployed windows 7 computers now and having a hard time scanning them. I've looked at a couploe of posts and it seems to be not consistent. one is to turn some open up some firewall ports and i also see a post about ipv6 needs to be tunred off. is there a easy way to get these changed pushed out?
Attachments sent in escalation ticket to external group not received, replies not appended to open incident
Hello, We have several external parties who we would escalate to. When sending test tickets, despite having the external email address listed under the relevant support group, clicking "assign" and choosing this Support group does not send ticket and attachments to the group. A work-around is manually forwarding the ticket, however any reply from external support group is not appended to ticket (requestid in ticket is not amended by external party) and any attachments are also not added. This is
Data Restoration
Hello, I've tried to restore database after installing a new version of service desk plus but I've faced of this error, could you please advise? Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation. All rights reserved. D:\Users\jandriam-ext>c: C:\>cd ManageEngine C:\ManageEngine>cd ServiceDesk C:\ManageEngine\ServiceDesk>cd bin C:\ManageEngine\ServiceDesk\bin>changeDBServer.bat "========================================================" "" "Usage : changeDBServer.bat --console
ServiceDesk 8200 Worklog
In the 8200 update to ServiceDesk. There is no view to see the worklog descriptions anymore. Being able to view the running worklog is important. Is there anyway to get that back in the new release? Thanks, Mark
Is there a limit on how many Services per Service Catalog
I can't seem to get any more than 9 services per Service catalog category. Is this normal? Regards e
asset name changed but can't scan it
Hi there, SDP version 8.2.0 build 8208 We scanned a cisco switch using default SNMP settings (public) and it successfully populate the IP address and subnet. After we change the name to SWITCH03, leaving the value of IP and subnet as it is, it failed to scan. It seems that the scan method always look for the Name field, regardless of the IP value. I do understand that this is mainly utilized for workstations since their hostname is registered in DNS, but do you have an advice for those snmp devices
modify template: replying to a rquest
Hi there, In the following ares: Admin > Organization Details > Notification Rules > Replying to a request Is there a variable for including the technician's phone number? Thank you :)
servicedesk plus cluster /high availability?
hi, Does SD plus suport cluster or high availability in a linux environment(redhat 64 bit)? Is there any tutorials or documentation to accomplish this? Any help is much appreciated. Thanks
i'm trying to get users accounts but my domain not available
i'm trying to get users accounts from - users-requesters- import from active directory ---but my domain not available
Limit Technician to view only their group
Is it possible to limit a technician to view only their group's incidents/problems? We have a several departments that use the same ServiceDesk, and we would like the Helpdesk/Sysadmins to view all requests, but 3 of the technicians we would like to restrict to their own group only.
Active Directory linked Additional Field
Is there a way to create an additional field in a form that queries Active Directory? Say for instance, that I want an owner field within a CI? How could that be done?
Call LDAP Import via Cron Job
I used to use SD+ on Windows, and loved the auto Active Directory LDAP sync. I've moved onto a new company and decided to install SDP on Linux. I don't have the AD auto-import feature in Linux, but was wondering if I can replicate it with the command line, the SDP API, or through a MySQL routine. My goal is to automate the sync using a cron job.
PieChart Report not working
Good morning, to take a report with the field PieChart overdue the graph not being displayed correctly. Only show = true overdue. If you choose Bar chart works.
Incident/Service Catalogue Groups
Howdie All I am new to service desk plus and encountered a rather frustrating issue. I have compiled a list of categories and built a service catalogue but need to assign these to groups. My company plans to use service desk plus as a MI tool with multiple departments similar to a IT company with multiple departments. I need to assign particular requests to different groups although I have set up Support groups and User groups I am still unable to do so. I believe the answer lies in a group template
Business Rule
Hi I use The Business Rules to assign a Technician automatically. The business rule doesn´t work when a I use the "templates categorie" options. Regards, Juan Torres
Technicians logging requests
Hi, Why can't technicians log requests in their own name - Is there somewhere I need to enable/disable an option to allow this. Just upgraded to latest version. Thanks Eithne
ServiceDesk+ Local Authentication Can't login
Using ServiceDesk+ v8.2. I imported users from Active Directory and made myself a technician with SiteSDAdmin rights. I disabled local authentication and now I cannot login to SD+. My personal technician account will not login with AD credentials. I doesn't give me an option for my AD domain.
Service Help Desk and Zoho CRM
Hi All, I was wondering if anyone is using the Service Help Desk AND the ZOHO CRM - and if so, can they be linked? Thanks. Rob
Troubles to register service request SDP
Hi everybody. I expect somebody can help me. i´ve been using a free version of servicedesk plus with database mysql and i had not had troubles for the registration of tickets but three weeks ago servicedesk began to fail. When someone register a new ticket the application is locked as if you were saving the informatio so we need changing of tab to request and there it appear the ticket with all content. We think maybe could be necessary update the application then we did it. It has actually the
Use Arabic Languge with English sentenc in web interface
Hi i need to use right to left view in servicedesk plas so i change "Display Language" to arabic but i would like to use english sentence to all web interface sentences, so first need to translate all arabic sentence to english sentence that need big time and aslo i do not understand many of arabic sentence. i ask that is there any way like to copy and paste any file related to this topic or no? Regards, Mahdi
HP Procurve Switch monitoring
Hi, I am trying to monitoring the hp procurve switch through snmp oid. I tried in internet i can't get much information.so please can you share me what are the metrics can we monitor with related oid mibs. It will be very useful. Thanks/regards surendar
View for a day
Good afternoon, We are trying to setup a new view in ServiceDesk Plus (version 8.1.0 Build 8125) which will only show requests that have been raised today. While we can setup a view that shows this, it needs to be updated each day as it is tied to a specific date rather than 'today' which doesn't update the date. Is it possible to have a view that updates the date to today automatically? I realise that this can be done as a report but we really would like to have view to fit in with some new
In solution tab add attachment(s)
In solution tab need to add an opportunity to add attachment(s) thanks
Problem servie desk no star.
Hello, I need help. I install the SDP and no runnig. See image. What the reasons error????
Feedback's on Project Management module
Please post your comments and feedback's on the new Project Management module. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
No notifications to technicians that are assigned during a request edit.
Hi I am trying to find out why technicians do not get a notification about being assigned a request. It appears that if the "Assign" button is used, the notification works fine. But if the technician is assigned during the editing of the request, then they do not get a notification. SDP 8.2.0 Build 8203 Dave
firefox and attachment
On firefox (ver 18.0.1) the button Attach doesn't works
Dept Head Approval
Hi, When we create a Service Request, we can set an approver. We have a variable $DEPT_HEAD$ set. When the Department Head raises an Service Request, an e-mail of the Approval is sent to him. Is possible to make the approval automatically when the Department Head rasies the Request? Regards
How can I pass a href link through Rest API ?
Hello I'm get problem with passing a href link through Rest API. I want to create link to callback function and get problem with passing link. My API request (send throuth PHP curl script): TECHNICIAN_KEY=5..F&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<?xml version=\"1.0\" enco <Operation> <Details> <requester>test_user</requester> <subject>Request Subject</subject> <description> <a href=\"http://server1?callbackFunc\" target=\"_blank\">callback link</a> </description> <level>Tier 1</level> <REQUESTTYPE>Incident</REQUESTTYPE>
Turn Request/Ticket into a Project
Is there a way to convert a request/ticket into a project without having to just make a project from scratch and copying the information from the request/ticket? Under actions I see there is category to convert Incident to Service but not sure if selecting that what happens exactly.
Activate 'Request Closure Code' on ticket resolution
Hi Team, We would like to start using the 'Request Closure Codes' when resolving tickets, but I cannot locate the setting to turn this option on. Can you please advise how to activate the closure codes and how to add the field to the ticket template? Thank you Amanda
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