permit create solution by technician
Hi I would like know how can I permit to technician to create own solution in ServiceDesl Plus, which role must be assign to technician that enable to do this. Regards, Mahdi
Email template for Announcements
I would like to start using the Announcement feature to send/create announcements letting our users know when a change is being implemented. Currently our process is to send an email to a distribution group letting them know that a change is about to start, and then send another email when the change has been completed. We currently do this using email but I would like to move away from that and just use ManageEngine as all the information is there already and I don't want to have to copy and paste
Close Problem and Resolve Associated Incidents
Hi Is it possible to setup problem management to resolve associated incidents rather than closing? We allow the requesters to close a resolved incident or autoclose after 7 days so do not want the Problem management to close the associated incident/s. I can only see the option to close in the admin section. Regards Mike
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: (<zs id="1" opis="test"> </ zs>) like the xml format? In the application under discussion is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: (<zs id="1" opis="test"> </ zs>) Regards, Pawel
ServiceDesk Plus is not working with MySQL 5.1.50
Hello, could you tell me please why I'm having problems with running the app? The screen shot is attached. Looking forward to hearing from you. Thanks. Michael
How to add attachment to email notification by API or RESTAPI?
How to add attachment to email notification by API or RESTAPI? Regards, Paweł
Servlet API - can you add a Software Licence record?
I see the documentation for the SDP API shows that one of the actions is "Add Asset" but is it possible to also "Add Software Licence" records through the API?
Assigning a call
Is it possible to track what user assigned a request to a technichian? Thanks Mairead
Track who assigned a call
Is it possible to track what user/technician assigned a call? Thanks
Problem Ticket
Hi Guys, Just wondering how you manage problem tickets. Specifically Due by date. Due to govt regulations we are required to close Problem tickets within 5 days. Had a look at this but couldnt find anything that could automate this. Also sad to say calling the help desk number wasnt much of a help. Just thought i'd see if any of you have had faced similar issues and what workarounds have you come up with. Appreciate any help I can get. Thanks J
Service Desk Plus integration with Lotus Notes Domino
How can I integrate Service Desk Plus with Lotus Notes development envoronment? any one can help please...
Hiding License Page in Help menu in Technician View
We are currently evaluating Servicedesk Plus Enterprise Version. We like the software so far. But due to some security reasons we do not want the license information visible to Technicians. Although Administrator can see this information. Is there any way to achieve this ? If this is possible we will be very much interested in buying the Enterprise version. We have sent mail to support@servicedeskplus.com few days ago but so far they have not provided resolution to this problem.
Unscanned workstations disappear from Assets
Is it possible to prevent workstations that have not been scanned (i.e. not on the network) for a length of time from dropping out of the list of Assets? The reason being that some of the asset info then has to be re-entered and software licenses re-assigned when it is next detected. The workstation is still in existence and in Active Directory, but just not been powered on for some time. Thanks.
pgsql Vacuum Command
I'm doing some data analysis and query building in pgadmin, and I keep getting the following on different tables. Is this something I should be doing as maintenance, or is this something that SDP should be doing on its own? Running VACUUM recommended The estimated rowcount on the table "tasktoprojects" deviates significantly from the actual rowcount. You should run VACUUM ANALYZE on this table. Instead of issuing a manual VACUUM ANALYZE command on this table (you can use the pgAdmin III maintenance
Parsing body of emails
Hi, Is it possible to parse email based on body of email contents as well as subject that requestor sends? We need to be able to fulfil the mandatory parts of a ticket via parsing of email contents sent by requestor / incident reporter. Perhaps unusual compared to most set ups, most of our end users will not log into Service Desk plus but will provide all the mandatory information on sending such as proposed Priority, Environment, Application / Service etc. related email requests and incidents to
Bullet points don't get displayed on Change requests
We're using SDP Enterprise 8200. When using the Planning and Review tabs, when you use the editor to insert a bulleted list, the bullets do not appear on the page. Also, the textareas are way too small. These should really be much larger--probably the size of the textarea I'm using to post this issue.
Converting an incident drop-down additional field to text
We created an incident additional field and have been using for several hundred requests. This drop-down contains about 20 values that will continue to grow. We have decided it would be best to simply convert it to a text field. Is is possible to convert this field to a text field WITHOUT losing all of the values already in the tickets? Thanks!
What is the additional feature SDF 51401 added to build 8209?
What exactly does this feature do? SDF-51401 : Any resources of an request can now be set in the request notifications template. Earlier, only the workstation name can be set in the templates. For this, now the variable $WorkstationName is replaced with the $ResourceName in the request notification templates.
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: like the xml format? In the application under conversations is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: Regards, Pawel
Restore backup not able to unzip
Hi When i perform a restore in our test environment with a fullbackup made in SD+ 8205 the restore program is unable to unzip it. INFO: rebrandData :: {OPMANAGER={name=OpManager}, PRODUCT={name=ManageEngine Ser viceDesk Plus}, ADMANAGER={name=ADManager}} Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: zip file too large at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown
Block Approver Access to the requester
Hello, We are using 8.2 version. As an administrator i have created requester named (eg:rajeshkumar) and blocked the SERVICE REQUEST APPROVER access to him by unchecking this option available in Organization Details-Requester. Requester rajeshkumar opened request and the technician used SUBMIT FOR APPROVAL in that request and instead of sending to the manager emailid he sent to requester(rajeshkumar) emailid. Requester got the notification email and approved his own request. How the approver access
Service templates in Service Catalog
Hi, I have a question. Is possible to create a new service template with the same name of another one, which already exists but in a different category of the Service Catalog? Regards.
variables available for use in the survey
hi Is it possible to use the variables $Title, $Description and $RequestID in the survey? Tim
Custom notifications
we are using the notification for notifying customers that a ticket is created, closed, etc... how do we exclude 1 customer from this? we want the service to created a ticket when they email support@, but we only want them to not get a notification.
Ticket forwarding / passing between SD+ and other service desk systems
Hello guys, I have a requirement to pass tickets on to at least two of my out source partners and system to system integration would be great. I need to know if I can pass SD+ tickets to other service desk systems? If so, how? Can the ticket status updates come back via the same route? Are Web Services an option or can I use email and route this way? Kind regards Oliver
send email notification on new request for technician - External email address
Hi is it possible to setup a rule that: when technician A is assigned a request ME sends an email to an external email address. This would be an email address from another email host... say a Gmail account for instance... possible? and How would we do that?
Additional Option in Approver View
Hello, We are using the licensed version of 8.2. There are two options are displayed in the approver view who have the approval rights. 1.Approve 2.Reject Is there any possibility to add one more option like OTHER or On hold in that approver view ? Example:In my scenario, Approver person (Manager) want to check with the requester and he need more information to approve or reject his work ? If the manager straight away reject his request the technician will close the request with those comments and
Searching using operators
Hi team, Is it not possible to search for keywords using operators like AND, OR? As an example, trying to search for a Visio install request using the keyboards "amy visio" (without quotes). I would like it to search and show requests that contain the words amy AND visio.
Purchase Orders Problems Post Migration to Build 8207
After migrating to build 8207 from 8109, we've had POs that we're already approved but reverted to pending approval. And PO content disappearing (Items do not display) but PO Total Cost is still showing. Anyone else having issues with the Purchase Module in the later versions or this are isolated incidents?
Seach section in servicedesk
Hi, Was wondering is there any limits in the search criteria, for example: I have a call logged with subject ServiceDesk is great, however if I search for ServiceDesk great it finds nothing. Is it possible to do an advanced search using special characters? Thanks Keith
Backing out Service Packs, patches, upgrades, database structure changes
We intend to move to 8209 when it's re-released however what's the procedure for backing out and reverting to the previous build? Are there any database changes?
Create an Incident or Service Request Field that won't allow duplicate entries?
The manager requested a field be created that allows the technician to "rank" the open tickets in terms of priority according to the customer's request (if 10 items, then rank them 1 thru 10). I can easily create a new Incident or Service request field allowing numeric values but is there a way to restrict duplicate entries for fields?
Login password encryption
When a user/administrator logs in with ServiceDesk Plus 7, is password encrypted or sent with plain text? What about using domain usernames? Thanks
Increase Attachment Size
I need to increase the allowed attachment size. Can this be done?
Unassigned Calls.
Hi, Was wondering whats the best way to setup system for Unassigned tickets. Can i get system to email a user or group after a certain amount of time if unassigned, as dont want user's sitting watching screen's all day for Unassigned calls. Any input would be great. Regards Keith
SLA Escalate to another group.
Is it possible to take an SLA escalation and assign it to another group after a certain time period? We have a SLA setup that requires our technicians to resolve the issue within an hour, after that it will notify the next group every 30 mins. We would to be able to automatically assign it to another group after the first hour. Is this possible?
$RequestLink giving incorrect hyperlink
In our notification messages we are getting the incorrect hyperlink sent in the notification message. It says http://servername:8080/http://servername:8080/link to call the second part of the hyperlink is correct, but the link as a whole is not correct.
SD+ server migration - 8208 x64 full install files
Hi all, We are in the process of swapping our servers from physical to virtual servers on VMware. Yesterday I installed the new SD+ server and upgraded the existing server to the latest version. However there is a mismatch in the versions. 8208 is available for the existing server (I've seen the post about mail fetching problems in the 8209 SP) and only the 8209 full installation files are available for download. We are also switching from Win2K3 x86 to Win2K8 R2 x64. I do not have the x64 full
Microsoft Forefront UAG and Service Desk Plus Mobile App
Is there any integration with Microsoft Forefront UAG and Service Desk Plus Mobile App. I can expose the webpage through a UAG Portal to view over an internet browser...
Access Permissions for Vendors and Products
Hi, Can you clarify which of the Access Permissions is required to allow for Adding/Deleting/Editing Vendors and Products? These two are closely tied in to the Purchase module so I need advise how to grant access to these without giving the SDAdmin access.
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