Feature improvement: show x per page
A number of users have said to me that it is irritating that SDP does not remember the show x per page option that they choose. Every time they go to a particular page (such as Requests), they have to select the dropdown menu and pick 50 or 100 - could SDP remember the last number chosen? Thanks
Copying/Pasting From MS Word to Description Field
I am experiencing an issue when attempting to copy text from a word document into the description field, which I would like to maintain formatting for. The text is formatted with a style of "No Spacing" and after I copy it from Word, paste it into the description field, and press 'Update Request,' the text converts to double spacing. This issue is occurring in IE9. This has been tested with and without compatability view. Is this something to do with HTML 5?
Notification rules.
Hi Anyone know how we can mange to tune the notification rules, to not send request updates when a request is closed? Scenario: I respond to a request, then closes it. Since we have notification on both request update, and when a request is closed, this will generate 3 emails: Mail 1) the one I sent Mail 2) Request is closed Mail 3) the request has been updates. This is just messy, and confuses the users since they get 3 emails, where the third email is just spam/junk. Is there any way to fix this,
Can I backup data only by run backUpData.bat ?
Hi I know SDP have checkbox to backup without attachment in backup option but In case, i don't have permission to change this option. So i want to backup data only (exclude attachment) by run backUpData.bat. I see parameter Dsdp.backup.type=%1 - in backUpData.bat. Can i change it and what value in each backup type. Please advice. Regard, Kantavit A.
Business Rules
Is there a way to take the prior state of the ticket into consideration while running a rule? Scenario: A ticket priority is wrongly set and if it changes from a lower to a specified higher (3 to a 2,1), then we should send an alert. Also, if the Technition changes and the priority is in a particular state, we want an rule to notify another email address. We don't want to set rules based on changes in particular values on edit, not the fact that it edited or the final value is equal to some thing.
How many clients
Hello, ServiceDesk Plus Standard Edition (free version). I need the incident management feature the most. Could you please advise whether I can still use free version of the software when there are up to 60 employees in my company? Thank you. Regards, Marcin
Exception while trying to send notification to the request
Hi All, We seem to be getting a large number of entries in the system log of the following "Exception while trying to send notification to the request" Does anyone know how to troubleshoot this issue or if in fact it is actually an issue? Cheers Brett
Display cc'd email addresses
Emails sent in to update a call in SD+ with a cc'd email address, do not display the cc'd address in teh call history. Can this please be addressed? James Gander Gander Service Management IT Operations and Service Management Consultancy
How to delete archive data
Hi, I want to remove all the Archive Dara each created through Service Desk Plus. I referred to the instalaltion directory--> archive and removed all the archive data but they are still in the archived data list in the service desk how can I remove them completely ? Regards
Merged Request - Requester Permissions to View
Hi Support, I have had an issue arise where a two requests with different requesters have been merged. When the requester of the 'Child' request tries to access this request via the Self Service Portal, they receive a message stating that they do not have permission to view this request. I have manage to find a similar issue on this forum where you replied the following, however as this reply is over 2 years old, I was wondering whether this issue has been fixed? Hi user, This request makes
Add Field
can i add the Field Select Approvers in the incident templates as i added it successfully in the Service Catalog? Best Regrds
Close Notification
Is there a way to exclude a close notification from being sent from a specific support group?
Remote Control fit
Hi guys, i don't know if it's a bug, sometimes when i use remote control the desktop isn't correctly resized or the fonts and icons are too large. Often this problem makes remote session unusable. Is it possibile to fit the remote desktop to my desktop resolution? And How Can I do it? I use SDP on IT360 system. Regards Stefano
Further explanation needed for Waiting Update
Would someone please elaborate on the purpose of the Waiting Update heading on the requestor home screen? I read in the online documentation but it doesnt quite explain how a requestor becomes an editor. How is the Waiting Update lise populated? What is done on the technician side to put a request in the status of Waiting Update? Why would this happen? If a technician had a question, wouldnt they just "reply" to the requestor from the requests itself? Thanks
Need your input: SDP 8100 best practices
Hello, I am in the process of planning our implementation of SDP 8100 from 8027. I would like to get your input on how you've handled things like implementing the Service Catalog, keeping service requests and incidents separate or not, utilizing the different request service categories, etc. Any input is greatly appreciated. For example, here is the direction we are heading. I would like to know that you think. We will be implementing the service catalog for the first time. Basically, each category
Ticket duplication and requester notification
Hi guys, I've a question for ticket duplication. I've a ticket created by requester R1 assigned to group G1 and technician T1. I duplicated it and i did some tests. I found that if i change the requester the system doesn't send the mail notification. I searched in notification rules and i didn't found related option. After duplication and requester change: if I change group or technician the notification mail was correctly sent if I don't change group or technician the notification mail wasn't sent
TESTING WITH TICKETS
Hi Guys, I would just like to ask a quick question. I've been assigned to take charge of service desk in our team. From time to time, I would be creating test tickets, and as much as possible I would like to limit the recipients for the notification mail when creating test tickets.Is there any way to to this without affecting all the recipients from receiving the notification mails.
historical data
Where can I find Historical Data/Reports in SD+? Thanks, SA
Drop Down Menu Bug
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue.
Assiging service request to different tech groups
Hi, we currently have a problem were we want to redirect service requests to techinician groups in different countries. The problem is when a 2 user from different countries send the same service request. How can we send the request to techGroupBrazil if the requester is from brazil or to techGroupMexico if it the requester is from mexico. Kind Regards, JUlian
How to get all requests via API?
How to get all requests assigned to someone via API? eg) operation='GetAllRequests'&username=john Return all John's requests to see the history.
Problem with asset page
Hi We have a problem that when we try to open the asset page it just loads, nothing happens even if you wait a very long time. We can still access the assets by searching for a asset but the InventoryHome.do we cant access. This problem as been escalating, when we started to get it was not very often and some technicians could open it and some could not. Now no one can open InventoryHome.do page. We are running v8110 on win2k8r2 with sql 2008 Any ides on what can be wrong? Best regards Peter Samuelsson
Notification Rules - Assigned by Request Mode
Hi, Is there any way that you can create a new notification rule, which will depend on the request mode? We currently have a a number of SLA's which are different if a phone call is logged to a email logged, which require a different notification to be sent automatically when the request is logged. Thanks
Change catagory/ subcatagory
Where are the relationships defined? When I select a change on a switch category I can not see any subcategories or items to select? -Dan
Migration has not started as Data is Improper - Service Desk Plus
Hey all I am trying to upgrade from version 8.0.0 Build 8027 to Build 8100 so I can then upgrade to 8114. After shutting down service desk and trying to apply the update I get the error - see attached screen shot. Any ideas?
Consider Notes Addition as First Response - Option not presented
Just upgraded from 8107 to 8114 and encountered the new feature ( not sure which release provided it ) that a prompt for "Consider Notes Addition as First Response" is available when adding a note against a request when the request is open. So If have request open and from ACTIONS option choose ADD NOTES and there are no responses against the request the prompt is shown at the bottom of teh add notes page. However if that same request is viewed from the Request list - My Open or Unassigned for
Categoreis and Subcategories?
I need to create a various categories and subcategories. I'd like to make the subcategories 3 layers deep. Example: Webconferencing (Main Cat.), Information (What the user is requesting), Administration (What need is about), and Set Permissions (What the agent is responding with). Is this possible? I only see 1 layer deep... Assistance is appreciated.
Unified Console ServiceDesk Plus and OpManager
Hi, is it possible to create unified console in ServiceDesk Plus and OPManager in one console / dashboard ? thanks, fanky
Cannot login
I have enabled SSO and AD Auth in SD+ and cannot login via AD or local. I followed a post to reset administrator password but still can't login.
REST API used for iPhone App
We will be developing an internal iPad that will allow our technicians to view requests from the ServiceDesk application. I was wondering what REST API or SQL queries you were using for the publicly available iPhone app?
Can we see only our requests?
Dear, I'm trying to create all requests for a specific group (service desk), but other groups can see all requests (for example, group DBA). How Can I do this? I've put a rule and the request is being grouped correctly, but everyone can see it. Thank you! Regards, Felipe
Import Asset
Dear All Does anyone know where to find the Import CSV options for assets. Kind regards Michael
My SDP has stopped responding
Good morning! We are deploying the SDP in the company I work for, was already using the SDP a few days. Last Wednesday the system reported that it had expired, on Thursday the SDP failed to open more. When you try to run the SDP by CMD on the way -c:\manageEngine\ServiceDesk\bin\run.bat-the same error message reports to me 519 (Registered period has experied). How should proceed? Att, Epitácio Gomes Jurong Shipyard Aracruz
Survey satisfaction level calculated?
Can you explain the following: deno = surveydetails count * surveyanswers count nume = surveyperrequesttext.overallrating ans = (nume/deno)*100 I would like to understand how the satisfaction level is calculated? I don't quite understand the above formula. Thanks.
As a privacy safeguard passwords that are sent to applicants in ServiceDesk Plus so you do not see the other members of the support group?
Some service requests involve the creation and sending of passwords to the applicant from ServiceDesk Plus. I need these passwords are hidden for all technical support group except for the technician assigned. You can have a field for this purpose?
Whether multiple logins required in windows for servicedesk plus
I dont have any kind of Active Directory/ similar kind of authentication in my organisation. 1. Is it possible to deploy servicedesk plus and utilise all its features? 2. Will it require creation of a login with administrative privileges in windows desktops, which has a common id and password across all the desktops? 3. If it is essential to create administrative logins, can they be hidden from the users so they dont login into the special administrative login.
ServiceDesk Plus Roadmap
Is the ServiceDesk Plus roadmap available for the public to view (with or without time scales)? Also, what features will be in the next release of ServiceDesk Plus, and when will it be released?
Mandantory Fields for Assets
We have found some Technicians do not bother to put in such values as "cost" or "Vendors" etc and after a period of time when we wish to find out information about a product we have nothing but the serial number and model which does us no good at all. The ability to set certain fields as mandantory would be ideal
Moving Solutions from one install to another
Hello, We used ServiceDesk Plus in the past and stopped using it for a few months. I have been asked to re-deploy ServiceDesk and abandon all settings, configuration, etc with the exception of the Solutions. I need to take my current Solutions and move them into a totally fresh/empty install of ServiceDesk Plus. Is this possible? Thanks!
adding worklog to closure email
Hello Manage Engine Support Can you please let me know if it is possible to have the work log added to a job closure notification email. Regards, Sam
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