New User through AD
Hi, I am using Version 7.0.0 Build 7022 Service Desk. I want to create a new technician from Active Directory, but if try to import from Active Directory my complete list of users will be replaced. Is it possible for me to import just one user? Please advice. - Nads
Configuration checklist
Hi guys, Is there a configuration checklist available for implementing ME? I don't want to reinvent the wheel and we're upgrading to a clean new version of ServiceDesk Plus. Cheers, Amy
First Call Resolution - Calculation
Hi Users, We are getting frequent requirement from our customers to support First call resolution (FCR) option for Requests and to generate reports based on it. Wish to understand how FCR can be auto determined. Below are some of the ways where FCR can be set automatically : - When request is created in closed status - When no Reply has been sent to Requester and the request is getting closed - When only one Reply has been sent to Requester (apart from any automatic mails) and the request is closed
migrate tickets from one daabase to new one
Hi there guys, Wondering if you could help me out here. I currenlty have a servicedesk system on a server(sql on box) and i want to install a new server with servicedesk (sql on box) on it. I have a requirement to retain all the ticket information from the one system to the new one... Does anyone know the best way to approach this; if anyone can direct me to documentation that would be great too...
Importing assets in to Servicedesk Plus 7 Enterprise
When importing assets from a CSV in to the workstation area of servicedesk the imported "Manufacturer" goes in to the "Service tag" field and the imported "Service tag" is dropped altogether. This seems to be a bug. Could it be added to the list of fixes please?
SLAs and notifications
Hi, I'm hoping someone can explain this to me. I have an issue with SLA notifications not being sent at what I think are the correct times. I have a test SLA setup with the following conditions: Rules Set: "Requester Name is <test user>" Any request matching the above rules should be responded to within 2 minutes Any request matching the above rules should be resolved within 3 minutes Response time Enable Level 1 Escalation ON, set to Escalate Before 1 Minutes Resolution time Enable Level 1 Escalation
ServiceDesk Short Comings
I have been testing out Service Desk for a few days now. I have found it lacking in a few areas. Now perhaps I'm missing something, if so please advise. My environment is simple. Four techs and no budget. My goal is to get some stake holder buy-in to add some functionality of the Support Center solution and keep it all within a single system. That way I should be able to secure funding. Right now I'm testing Service Desk on a Windows server. I have also tested the install on CentOS connecting
Add new asset
Hi all, I am trying to add a new asset from Asset Tab -> left panel - Asset -> IT Asset -> Printers ->. When I select “New” (see 1st screenshot in the attached file) I receive this message(see the 2nd screenshot): <Error in componentVendorFormUnable to get value of the property ‘node Value’: Object is null or Undefined>. Thanks for any help
Business Rules and additional fields.
Hi, I found that there is no possibility to fill additional fields via business rule. You should add this feature in the future to make the process to be more automatic. My example is that I have requests created by HR department (in case of hiring new personel) in automatic process. What i need is to fill additional fields like name, position, standard privileges etc. of new employee to easy make reports of reiceived permissions by specific person. Now i have to deal with decision if it will be
Iphone App - permissions
When trying to use the Iphone app of service desk plus i get the error Technician does not have permissions to get the filters for request -. I have SD-Admin permissions so I'm not sure why i don't have permissions. I'm on build 8.2.0 8200
Removing Purchase Order Approvers
I just noticed that we have several former employees who are still listed as Purchase Order Approvers. Since they are no longer technicians, there is no record to unselect the check box from. Is there anywhere in the system we can go to delete past PO approvers who are still showing up in the list?
Two assets being stored as one
Not sure what's causing it, but I have two separate machines in different locations that are being detected as one asset each time either is scanned. They are one asset number apart. Each time the scan is done the new scan replaces the asset and logs all the differences between the two machines as changes.
Project Milestone Status Question
I have a project open. The 1st milestone is closed. I added a task to the milestone, but the milestone stayed closed with 8/9 tasks completed. Is this the correct behavior?
ServiceDesk Plus App.
Hello, Are there any servicedesk/opmanager apps for Blackberry and Android phones? Thanks.
CMDB - Search from Home page
Hi, I was unable to search for a custom CI that hasn't been marked as "Track As Asset". I have created 2 custom CI Types: 1. I marked one as "Track as asset" 2. The second one was not marked. I was able to find no 1. by selecting Search In: Asset from the search drop down list (Home -> Search on the left hand side) But I was unable to find the second item. I tried other selections available from the list with no luck. Please can you advise if I there is a way to include CMDB in the search drop down
Sites list is empty under technician view
I have all my sites listed under admin -sites. But when i go to the technician window to assign them, the list is empty. How do I get my sites to show up?
Web Service, Soltuions RSS Feed?
Are there any web services exposed by SD+ to help integrating requests, soltuions listing/searching? Any plans? Also some RSS feeds might also be nice for publishing new solution articles etc. on a intranet site etc... TJ
Rest API GET_REQUESTS command
Using REST GET_REQUESTS command, I try get all the requests by requester. Using GET_REQUESTS, i have obtained the last N unfiltered requests list. But I do not know how to execute this command with a filter. Thanks.
ambiguity with task of *unapproved* changes
Hello. In each view which lists tasks, task of unapproved changes are shown to the technician. This could lead to the situation that a technician, who is not involved in the change itself, could work on his task list and execute tasks which are not approved yet. So we suggest to tag tasks belonging to unapproved changes ( by adding an information like '(unapproved)' or by display the task in another color or ...) by the way, what is the meaning of (N/A) behind the tasks in the technician's Home View?
E-Mail Command Parser Service Category
The field Service Category appears to be difficult to set either by parser or by template. Everything I do to set it via the email using @@SERVICECATEGORY=x@@ fails and even if I use a template with it set, that fails to set it. Is there any way to set the Service Category with a e-mail ticket and template?
SDF-50412 not working
Good day, Two days ago I updated SDP to 8.2 Build 8203 and DC to Build No: 80241, but nothing has appeared in either assists or CMDB in either "Smart Phone" or "Tablet".... I have 25 devices enrolled in MDM in DC. How long should it take to replicate this information DC --> SDP ? is there a way to force the replication? SDF-50412 : Mobile Devices (IPhone and IPad) once scanned through ManageEngine DesktopCentral can be pushed to ServiceDesk Plus and these devices would be added as assets in SDP
Stupid search question....
Where is the box that Requestors can search for content within their Tickets (Not the Solutions KB)?
Does anybody have performance issues when using Service Desk with Internet Explorer?
Just wondering if anybody has encountered any performance issues when using Service Desk Plus with Internet Explorer? I am evaluating the product at the moment but have heard this can be an issue and that the product works better with Chrome. IE is our standard browser, here so would prefer to continue using it. Any feedback appreciated?
Change default incident template for email created requests
Hi! We are in dire need of being able to use different templates depending on which emailadress is used for contacting SD. Is there a way to solve this, every email converted into a request uses the defautl template we would really need to change this. Ideas anyone? Regards, Jonathan
Task assignment
Hi! Is it possible to assign tasks to non techs? We have a situation where quite a number of people would need to performa minor tasks in requests. Do they really need a tech licence? regards, Jonathan
Couldn't upgrade from 8202 to 8204
Couldn't upgrade from 8202 to 8204, had to restore AGAIN. Will submit update logs when I get time. Just a warning to others.
Backup job stops running
We're using 8200 Enterprise on Server 2008 R2. We've noticed this on several occassions, but the backup job will just stop working. We noticed today our last backup occurred on May 6, and the next scheduled time was May 7. However, the backup job never ran and hasn't since May 6. We configured an email address on a failure, but we haven't received any emails. What causes this? We had this happen on a few occasions when we were using 8.1. I appreciate any help/feedback on this.
How does the security work for technicians viewing additional asset attributes?
Under Admin>Asset Management>Configuration Item Types>Printer (for example) I've added a few additional attribute fields such as firmware version, last maintenance date, etc. I'm having a tough time figuring out how my technicians can view and/or edit the information stored in these fields. SDP support has advised (ID #6821566) this cannot be done unless the technicians have both full control for Assets and the EnableCMDB role. To me this sounds as though it is simply a workaround and of course does
Email Template
I have setup templates for Replying to a Request and Forwarding a Request. This works great when in a Request, one selects Reply >> Reply or Forward the Request. The issue we have is when you Reply or Forward an email in the Requester Conversation, it strips the original email and replaces it with the template. Is there any way around this so it keeps the original email body and subject? Thank you
Change: Notify will link to blank page
Hello, If I send a notification from a Change (General -tab), the target person will get the mail with an URL -path. For some reason it's not a link, but you can copy it to browser address. The problem is that when a reqular user browses to that URL and logs into SDP, the page is blank. Same thing if the user is a CAB Member. If the URL is used with a user account with SDP Tech. rights, SDP will open the correct Change. The documentation states that Change Notification can be sent to "any
New project - add user groups instead of individual members?
Hi, When setting up a new project I am currently filtering by IT Department then selecting the members required, is it possible to add a single group of users? Thanks James
Backup problem
Hi Service Desk Employee. When you create a backup of an error. How to fix it? E:\>cd E:\ServiceDesk\bin E:\ServiceDesk\bin>backUpData.bat Starting.... May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager
User Groups - Department Heads
Hello, Is it possible to create a user group that only contains Department Heads? Thank you, Ben Bowman Peoples State Bank
Assets: Servers and iLO management port
We are using HP Servers and each server has an embedded management port "iLO". SDP doesn't seem to regard this in any way. Few issues came to mind straight away: 1. There is no place for iLO IP-address in Server -details 2. The Network scans doesn't recognice iLO port and collect any information about it or the server. 3. The Network scans identifies the iLO port as a seperate Server (or workstation) rather than a port in particular server. No details are collected. 4. How can I link the Server
Build 8201
Hi All, Where can I find the build 8201? I already have the 8.2.0 version installed, but I can't install the 8203 build. Thanks a lot!
script scan, agent, and https
Hi there, I remember someone said that script scan doesn't work if SDP is in https mode. Would agent works on https? I haven't tried this but want to know if anyone have any experience with this.
Notify of request Status change or Technician assignment
I would be nice to have the ability to fire off group notifications when a request has it's status changed or when a Technician has been assigned. Is this possible?
Expected release date of ServiceDesk Plus 8.2?
Hi, What is the realistic expected release date of ServiceDesk Plus 8.2 which is available in http://beta.servicedeskplus.com with, project management. ? Thanks,
How do I remove Technician from Technician list?
We have two employees who have recently left. They were listed as Technicians. How do I remove them from the Technician list?
Error manual backup
Hi Service Desk Employee. When creating a backup, we have an error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =============================ERROR = *Communication link failure: java.net.Socke tException, underlying cause: Connection reset ** BEGIN NESTED EXCEPTION ** java.net.SocketException MESSAGE: Connection reset STACKTRACE: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source)
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