Spam filter question
Hello Using the spam filter on SDP+, we are trying to achieve the following conditions: - Technicians be able to create new requests via e-mail - Users are not able to create new requests but be able to reply to existing requests via e-mail (for comments and re-opening a solved request) Therefore we have created the following spam filter rule on mail settings: sender does not contain "name.surname1@company.com" or "name.surname2@company.com" or "name.surname3@company.com" or "..... (each technician
MS SQL configuration
Hello to all, we would like to know where MS SQL configuration is stored in SDP and if credentials are stored in plain text. Thank you.
Can you use a third party reporting tool such as Crystal Reports to generate reports?
We would like to use either Business Objects or Crystal Reports to generate our reports. Is this possible?
Notification rule based on User-group or Job title to create an SLA
Hello, I would like to create a notification rule that will change the priority of a request from a requester if they are based in a particular user group in mange engine. I have created a user group based on a user's job title. Basically, I would like to create a different SLA for particular staff members who have a particular job title and I was going do this by changing the priority. If someone could assist in making this possible, it would be greatly appreciated. If there is another way of doing
Automatic Emails
Is it possible to change the status to a call if an email is received? For example, if we have a call with a status of customer and receive and email from them, it should change to either For Review or Open.
Template: request functionality
When using a custom Request template that has the Group configured it gets overwritten with -- Select Group -- when the Requester details are changed. It would also be nice to be able to configure the Requester details in the template something I have been unable to do. :|
Mail Fetching account keeps getting locked out
What are the common reasons the email account used to fetch and send email would get locked out? This happens to us once or twice a week. Thanks
Create ticket in ServiceDesk Plus in MS SQL Server
Hello, Using ServiceDesk Plus API, we create new tickets in .NET applications. Now I want to create a ticket in ServiceDesk Plus using a SQL query (we have MS SQL Server 2008). How can this be done?
Domain scan result error
Hi, I used SD+ v7 build 7004 on win XP. I have 30 workstations that joined to a domain and when I do windows domain scan, the result are 20 workstations succeeded and the rest 10 workstations failed. But when I see the assets tab menu it just only display 14 workstations. Why it not shows all of the success scanned workstations? Btw, what is "Workstations Detected" and "Workstations Scanned" in the scan summary? what are the differences? Thanks, MBT
Scan failure
I get this error message when trying to scan a Win XP Pro host in my local workgroup: "FAILURE : User does not have the access privilages to perform this operation." What security setting do I need to change to allow access?
Query about Requests Module
Firstly, is it possible to create an ad-hoc service request (there is already an option for new Incident) as I would only want to create regular service requests in the Service Catalogue? The issue I have from looking at the demo, is that if a service request is created in the Request module, and not selected via the Service Catalogue, it is regarded as an Incident. This makes it hard to report on Incident and Service requests as different requests. Also, if a service request was incorrectly
Modify default asset states
Good morning, I need to change (translate) default asset states or to disable default states but I can't. Can I operate this change modifying a configuration file or any other way to change the default asset state list? We are using SD+ 8.1.0 Build 8117 TNX Manuel
Customizing the Requesters web interface.
Hi! Is there any way to customize the Requesters web interface. like, can i remove the Sollution section and the video link from the page.
SDP mobile view
Hi, on a mobile we have the following views available (My Pending, All Pending, All Requests) would it be possible to include the user's own custom views? It would be very usefull as it would help user navigate through tickets. Thanks!
Tasks and Reporting
Hey All, I am new to SDP and I've been trucking along for about a month now (taking over as the Help Desk Admin) and I've got a question for you all. Are "Tasks" assigned to a request a trackable metric? Let me give you the details as to what I'm doing and what I'm lookin for. I create a request, say for a new hire, and I assign tasks to specific techs to accomplish specific jobs - AD account and email, desktop/laptop configure, phone and VM, etc... you get the point. HOWEVER, for the life of me
Prevent technicians to add new requesters via email
Hi Currently, our technicians do not have the "Adding Requester" authority in their roles. However if they send an email with a line similar to the following, a new obsolute requester is automatically added. @@REQUESTER=anyobsoluteusername@@ If the defined requester name does not exist, I would prefer that line to be ignored and technician's name to be used as a requester. Is there anyway that I can achieve this? We are using SDP+ 8.1.0 Build 8114 Best regards
SDP Concurrent License for Technician
I believe there are many discussions on the concurrent technician license for SDP since year 2005, however, it is time to revisit this request again as I have found most industry standard ticketing tools used concurrent license to cater business requirements, especially on IT outsourcing. I found the named license model is outdated, as it only suites small or medium business, but not enterprise or worldwide customer whereby the IT dept is large and operating in different timezone. It doesn't
Delete technician field from Default request in Incident Template List
Dear all, i delete technician field from Default request in Incident Template List now when i go to Requests tap all previous requests appear as " Unassigned " like attach pic What should I do to solve this issue ?? oh my god what i did .. please help
Permission to view Requester details
After upgrading from version 8000 to 8116, when Technicians click at the Requester name to check requester details at Requests, they get: User does not have sufficient privilege. I can't find a specific permission to grant to technicians in order to allow this. Administrators can access the info. Thanks, Marcos
Selective Migration of Portions of Service Desk
We are getting ready to upgrade to the latest SD version. When we do so, we intend to move to an new server/db etc. and archive the old info. Since we've done some organizational growth we also intend on changing some of the 'structure' in Service Desk. (I.E. Sites, groups, rules, etc.) However, there are certain portions, like our service catalog for instance, that we would like to import into the new SD so we do not have to recreate it from scratch. Is there a way to selectively copy information
Mobile Login
any way when I type the URL of my ticket system on my mobile phone that I can bring it up on the full browser of my phone and not have it direct to the mobile browser of ticket system? I want the full view, not mobile view.
LDAP Configuration
How do I configure eDirectory ldap when adding a new domain controller?
Business Rules order in folders
Hello We use business rules and we around 120 rules as of now. The problem when management them is to find the rule you want. I would like to be able to put them into "sub folders" where I can have just rules for Active Directory in one folder and Backup rules in the Backup folder. To have an order in the way the rules gets processed, You process the rules that are in the root folder first, then you process each subfolder in the order they are placed. The rules in the subfolders are processed in
Auto Reply
hello all,, i need to edit the Auto reply message, can someone help please? i want to edit the messages that the system sent to the requester when he creates the ticket, and when i " as a technician" closed the ticket. thank you.
Possible to limit how many filters can be seen
Currently, I do have a problem, with all the views currently in our installation. Thee are to many, and did takes rather long to find the one needed. I have thought of 3 possible solutions, but as far as I can see, none of them is possible. However, I am not sure if it not possible, or I just can't find out how to do it, so I'll just ask the questions: 1. There are some views that are builtin, for example: My overdue requests, Requests pending my approval and so on. Is it possible to delete these
VM/host & guests scanning
I use serviceDesk plus 8.1 trail version I ask when i scan my network or domain, if i have physical server which has several VM/server inside, after the scan end, what will exactly appear with the result in IT assets? - The scan will count and appear only the physical server? - The scan will count and appear the VM/ guests servers without the host server? - The scan will count and appear the VM/ host and guests server? i used oldest version of serviceDesk plus 7.6 and this is one of the biggest
Event ID 4625 being logged - bad username or password
Hi. We are running ServiceDesk+ 8.1.0 (build 8101) on a Windows 2008 R2 server and keep seeing Event ID 4625 logged in the Security Event Log - the account name is shown as a single Chinese (I think) character and the reason for the event is "Unknown username or bad password". This appears to be generated by E:\ManageEngine\ServiceDesk\jre\bin\java.exe Here is a screenshot of the error: Has anyone else come accross this before, or have any suggestions as to why this is happening? Many
Unable to login to mobile client
After upgrading to 8.1 patch 7 I decided to have another look at the web based mobile client, and when I get to the Login page I can only get login if the account is tied to a domain, rather than with teh standard login where the account can be SDP local. Was this intentional , and if so when do we get mechanism to login using SDP only again for mobile client , OR have I missed something ( again ) with Mobile client. Thanks, Andy
Work Calendar
We would like to change the calendar to start on Saturday through Friday. Has anyone tried to this before
ServiceDesk API servlet query
Using the API, how can I perform a query? for example, I want to retrieve all open requests. Then I could loop through that list to then read each individual request: http://myserver:port/servlets/RequestServlet?operation=GetRequestDetails&workOrderID=number&username=user&password=pwd&DOMAIN_NAME=mydomain&logonDomainName=AD_AUTH
ticket closure and approval parts
hello i have two question if anyone can help please. 1- when i close the ticket, small window shows up " acceptance of the closure" what does that means? 2- inside the ticket , when i go to action button, there is a " Submit for approval " , what is this part for ? thanks in advance. Ahmad
Dashboard Data Extraction
Is there a way to extract the dashboard data so that it can be displayed on an intranet as realtime stats? We would like to implement this in our company so that our users are able to see how busy we are as a team and show our current open tickets and their status.
Purchases recieved problem
We have been attempting to use the Purchase module in SD Plus. A purchase was entered with a mistake in the quantity of one item. This purchase ordered has already been marked as recieved, but the quantity is wrong. How do I edit the PO, change it to the correct quantity, without recieving the message saying the amount purchased cannot be lower than the amount recieved?
Associate more than one change to a request v8116
I cannot seem to associate more than one change to a request. Once a single change is associated, the Associate Change button changes to View Associated Change. I would like to associate a change raised by the request. I thought I could circumvent this by creating a new (second) change first and then associating a request from the change. However, when I view ALL to associate the request, the request I would like to associate to is not in the list. Please advise. Thanks.
Hidden CI tech and workkstation
After a clean set up of SD Plus I found some objects, visible only in the "view all CI" СMDB. They are: Technichians: John Roberts Heather Graham Jeniffer Doe Shawn Adams Howard Stern Windows Workstation: ijaz-0427.csez.zohocorpin.com. I can edit them but they still do not appear in tech list or in workstation list. And there is no way to delete them via GUI. How can I remove them from the system totally?
Translation Russian
There is a leak of translation in some places: 1 Wrong or incorrect translation of a definition. As a minimum my adds: English Alert group members by e-mail when a request is left unpicked in a group. Русский Отправлять членам группы уведомление по эл. почте, если заявка не взята кем-то из специалистов группы English Go Back Русский Назад English Go Back Русский Назад English Pick Up Request Русский Взять заявку English E-mail acknowledgment to requester on submitting a new request. Русский
business rule action "place in group" does not work
Hi there, I got one business rule, the rule is defined as follows: criteria: if cathegory is "test" actions: place in group testgroup I got one site and one department, testgroup is a a support group. testuser logs in the webgui and uses the default template for file the request, selecting the test category. I noticed that the rules is fired because I get notified when the rule is executed. When I go as administrator to the request tab, I can see the request just opened and I can see the desidered
SharePoint 2010 - Display Dashboard
Please, could you let me know if there is a Servic Desk web part available, so I can add this to SharePoint ? Otherwise, please, could you advise on how I can use SharePoint 2010 to display the Dashboard in Service Desk. We are currently using Service Desk v8.0.0 Build 8013 Regards Raj C.
Unmerge Request
Is there any way to "unmerge" a request?
Stop scheduled reports
I have setup a test environment and need to be able to do some testing with some new email settings, so I cannot turn off mail fetching. I need to be able to stop all scheduled reports so people do not receive them from this test environment. I did not create these reports, so I do not have access to them. Anything that might be able to help with that?
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