Where are custom fields stored?
I need to be able to pull the names of custom fields as well as email commands available in the system. Where might those be stored?
Question regarding Service Catalog vs Incident templates
Where do the incident templates show up for the user? For example, I have the service catalog configured with many catalogs. Examples include IT Admin Systems and Email, Phone, Instant Messaging. These Service Catalog templates all seem to be defaulted to service requests. When configuring a new Service Catalog, I do not see an option to make a Service Catalog an incident rather than a service request. So when the user logs in, how do they submit a "hardware" incident rather than a service request?
I don't see any description
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
auto-redirect from http (80) to https (443)
Hi there, Windows Server 2008 R2 Standard ServiceDesk-Plus 8.1.0 Build 8114 I found a post that have the instructions to redirect SDP from HTTP (80) to HTTPS (443) automatically here: https://forums.manageengine.com/topic/how-to-redirect-http%3a-to-https%3a -see last post- So what I did is: run changeWebServerPort.bat 443 https http://www.manageengine.com/products/service-desk/help/adminguide/introduction/change-web-server-port.html modify the server.xml and web.xml as instructed on the link at the
is it possible to send a notification email when a ticket is assigned to a group and site?
Im one of the technicians who receive requests from servicedesk. whenever someone assign a request to me, i get a corresponding email notifying me that a request has been assigned. that's the case with technician, right? Is it possible for servicedesk to send the same email notification once a request is assigned to a group on a certain site? This is our setup: our servicedesk is based in India. If a request should be resolved by another team, lets say windows group, the servicedesk analyst will
Is it possible to delete or inactivate an Incident template?
Is it possible to delete or inactivate an Incident template? If yes, how please? How is it determined that an Incident template is inactive (turns gray)? Is that information something that can be queried with any of the delivered reports?
CSV Import
Is there a way for us to configure the Import CIs from CSV Field so that it requests for more fields than what is being asked by the System right when you click the Submit button. Ex: for Server CIs, these are the fields it’s requesting for: It asks for Total Memory (GB) only, but I’d like for the Virtual Memory which is a built in attribute field for Servers to appear in this list as well. If that’s possible, will this apply to custom created fields too? Thanks in advance.
Where are email settings stored?
I have a need to be able to retrieve via a stored procedure the email settings from an external application. Specifically the current email command delimiter and "E-Mail Subject contains". In what table(s) are that data stored?
Customizing Print Customizer?
Hi, Today I'm at a client's place making some changes to their SDP configuration, and they just asked me this: Is there a way so the Print Customizer has all/some options unchecked by default? (be it at a global level or per technician, I think this client prefers the second option since every tech has different needs) Guess they got tired of unchecking everything everytime they print a ticket, each tech always needs the same information so they always have to uncheck the same options. Any info on
Assign tasks to groups
I found an email from back in November saying the the ability to assign tasks to Groups would be coming in a future release--any word on when that might be? We need to be able to assign tasks to groups so any one of them can complete it.
Group CIs in CMDB
Is there a way to group CIs within the CMDB in order to map out a circuit path? Say I want to define "circuit A" and have it show the individual switch ports that are connected to eachother to create the path?
please sort Report Folders' content by Report Name
Please sort Report Folders' content by Report Name. Thank you.
Notification destination based on time of day
Hi, is it possible to have a notification sent to different technicians, based on time of day? We are looking to roster different technicians on call. Thanks - Paul
weird login
Hello, When i navigate to SDP i get a box to seek a login. I enter this.... Once i enter this then i come to the SDP login page. I enter my credentials again. Why do i need to do this twice? Seems extremely silly to enter same information twice! Thoughts? Thanks
Add custom translation
Hi, We have created a new incident template. It is named "New Email Incident". Is it possible to add translations for this "New Email Incident" to other languages like Swedish, Danish... I cannot find the "New Email Incident" text under Admin\Translations but would it be possible to add it to the SDP database or a property file to make the translations? If possible, how would I do this? Thank you in advance. best regards Markus
Enhancements post 8.1 version !!!
For those who have missed out on the feature's introduced post 8.1 release,here's a glance!!! Adding images just got easier in ServiceDesk Plus,you can now just copy and paste the images onto the Rich Textbox area. You can now import single user/multiple users from Active Directory specifying their loginnames separated with comma's. Hide your private conversations on the Requests from the Requester's. Timespent on a Request is now calculated on Resolved and Closed status. You have now
Setting SLA's in ServiceDesk Catalogues
Hello, I am trying to set a SLA for the ServiceDesk Catalogues which in principal is not difficult, i know how to set one up as well as assigning it to a form. The problem i am experiencing is with the selection of escalation before or after violation of the due by date. When selecting before it simply does nothing, no emails are sent at all. When selecting after it does work but there is a massive delay inbetween the time of violation to the time that the specified users receive the email stating
Notify editor when a request is waiting for update
Hi, At Admin > Organization Details > Notification rules The Requester notification > Notify editor when a request is waiting for update When it is activated? Who is editor? Thanks,
Request summary out by one day
Hi We have noticed an issue with our request summary for this week displaying data a day early. Mondays call are showing under Sunday and so forth. The data displayed under last week displays fine. I can't find anywhere on service desk to change any settings and I can't find anything in forums to help. We are running version 8.0.0
Linux scans
This looks like it has been asked over the past few years with no real answers so I am asking again. We have a good number of Linux servers (mostly RHEL5 & 6). Up to this point, we have been adding these assets into SDP manually. I would like to find out: 1) Is it possible to add these in via a network scan? 2) If so, what is the proper way of doing so (telnet is not acceptable for us due to security reasons...would need to be SSH). I would like to know what is necessary as far as permissions
Remote Agent with Multiple Monitors
Hi - What's the status of multi-monitor support with the remote agent? I just tried to use it this way for the first time and there does not seem to be a way to choose the monitor to be viewed. Making matters worse, I saw the mouse moving on the screen I did see, but evidently it was moving on the user's second screen that I couldn't see. Any info is appreciated. Thanks, James
Customise web portal
Hi Is it possible to modify the Unlock and reset pages' static text of "(Example : Jsmith)" I would like to change this to (Example : 123456789 or Jsmith) Thank you
Replicate incident templates between Production and Dev SDPlus
I've installed a Dev instance of SDP wit han MSSQL backed running on a separate server. I would like to copy incident templates, notification templates and custom fields from my production system to the dev system Is there a way to do that? If not, what is the best way to duplicate my production SDPlus database to my dev system? Thanks
How to Add Request Field
Dear ME Team, How we can add new field in request form while adding new request like "Problems additional Fields".
Upgrading to 8.1 Build 8127 from 8.0 Build 8012
Can I jump straight ahead or do I need to follow the migration sequence?
Change SSH port
Hi, Does anyoane know how to change the SSH port? The default value for linux is 22. Thank you,
Migrating/Cloning a Production instance
Sorry if this has already been asked but I am currently using the Build 8127 and MS SQL 2012 on a test instance. I need to demonstrate to my manager on how we could copy the whole instance and make a production environment. This is because in a matter of 6 months, we are going to perform another migration which would result in having a Virtualized Service Desk environment. Simply put, I want to know how I could Migrate the existing customization and settings as well as the MS SQL 12 Database...
Regarding Themes and Update
Service Desk Plus Version 8.1.0 Build 8121 1. Themes: I want to know how I could apply custom thmes. I am currently tasked with integrating this with the Corporate Portal and it is important that I know how I can theme it up to Maroon or Dark Red. 2. Update: It seems there is a new build 8122 available according to the About page in the SDP. However when I click details I cannot find the update. I need assistance on this please...
Benefits of using the agent and what ports?
Hi, I've been brought in to a new site to replace a technician who left suddenly and they're in the middle of setting up ServiceDesk Plus. It's mostly sorted and in use but I've been asked to set up the scanning and inventory functionality. We have the Windows Firewall set up and they're reluctant to open it up any more than they have to so I'd like to ask about ports first of all. I've got everything I need to know about scanning using WMI from here: http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/scanning-prerequisites.html
Has anyone integrated SDP with RFCode for asset tracking?
I'd like to hear from anyone in the community who has done some level of integration between SDP and RFCode for asset tracking. From what I understand there are a few level of possible integration and the middleware layer looks like it would be most approppriate for integration with SDP. Details are available here on the RFcode APIs - http://support.rfcode.com/customer/portal/articles/713803-rf-code-integration-overview I look forward to any feedback or ideas from the community.
First Call Resolution tracking
How do you or can you monitor first call resolutions in Service Desk Plus?
Outlook Form for new Request
I'd like to build an outlook form to submit new requests. I can add custom fields to the form but they don't come through in SD (which i understand). Is there documentation somewhere that can tell me how to tag/label my custom fields so they pull into SD correctly? I'd like to use Request Type, Priority, Category, etc. Thanks!
CAB question
Is it possible to set ServiceDesk Plus Enterprise to allow the CAB member to view the request details within the web portal? For example: Request type is Change Request Requester is: John Doe Under Approvals: Don Smith is a CAB member. We want Don Smith to be able to view this particular request when he signs into the ServiceDesk web portal. Currently he can't unless he is the requester, or the particular request is part of his Dept, site, etc. Problem with that is we don't want him to be
SD+DC
Hi! I have just installed Service Desk and Desktop Central on server, where they both work fine, also did all things for integration, and DC works fine. However when i try to connect from other PC, i can connect to both SD and DC individually writing servers IP and Port number and do whatever i want there. However when i try to click on integrated DC tab into Service Desk i get website cannot be found. Any ideas why this is happening? Both individually work fine, also integrated version works fine
Network discovery printer objects
Currently evaluating this product and most things seem to be good, but have 2 multi-function copiers that during network discovery show up as workstations. I can re-assign them to be printers, but the full printer status ie. toner/paper/maintenance kit, etc doesn't show up. I've tried to do an snmp discovery, but I get an RPC server not available. Any advice or suggestions would be greatly appreciated.
Who Assigned Request
We have a couple differnet technicians who assign new tickets to the proper technicians. Is there a way to see who assigned a ticket?
AddRequest API
I am a Chinese user, so I have to deal with some non-English characters. When I use httpclient getmethod to send addrequest to SDP, I use java.net.URLEncoder.encode to encode Chinese characters. Then, append these encoded characters as parameters to the API URL. It works well. All encoded characters can display normally after a new request is created in SDP. However, since some parameters are too long and exceed the limit of get method, I decide to use post method to send addrequest. I use the same
Attachments getting overwritten
Hi, One of my clients just told me they get attachments deleted when they add a new attachment with the same name as one already attached to the same request, they lost the old attachment, and the new one takes its place. I've seen you have something similar fixed two patches ago: SD-40583: Email with multiple attachments having same name will retain only the first attachment. Could you confirm me if this is the same issue? By reading the fix's text, it seems similar but not exactly the same issue
External email
We currently have SDP setup so that users can enter a ticket via web form or by sending an email to a specific email address which SDP scans every minute. This works fine. We have tested an external user sending an email to that same address and SDP does not seem to pick it up. I am guessing that since that external address does not have a requester assigned to it (we are using AD integration with single sign on) SDP does not know what to do. Is this correct? Is this acting correctly? Assuming
Report Generation
Hi Team, I am using SD+ version Version : 5.0.0 and Build Number : 5010 We have an exhaustive collection of report egneration options but we dont have the option to generate reports queue/team wise. Can you help me with that please. Thank you. Regards
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