Business Rules Not applying by subject
I tried creating a business rule that is triggered by a certain word in the subject that it will get assigned to a certain Technician. If I create the ticket in ServiceDesk through the web it works but if I do it by sending an e-mail in, it will not work. Any help would be appreciated.
Problem to installation service desk in suse SLE 11
install service desk in suse server 11 sp2 . every time start the service desk ,show this: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 28 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details JBoss Bootstrap Environment JBOSS_HOME: /home/servicedesk/ServiceDesk JAVA: /home/servicedesk/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh
Storing attachments in a different drive
Just wondering how this feature is going to work in the upcoming release? I was looking at the beta version at beta.servicedeskplus.com and the new features look really good. The attachments piece, I assume is only functional on a LAN..? Any details would be appreciated. Thanks, Matt
Technicial should not edit request details?
Hi all, I created a new technician role and gave them Closing Request, Resolving Request and Modify Resolution rights. This is for them to resolve and close the issues. But when I make this, technicians can also edit the request (subject, detals, etc) How can we solve this?
Is it possible to edit the DueBy Date when creating a request?
I see in a forum marked 4 years ago that this question was asked, I was wondering if there were any updates, if the ability was added, or if there were plans to add this functionality.
Groups cannot be deleted
Hi all We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
How can you edit the Dueby Date Request creation template?
I want to be able to edit the DueBy Date while creating the ticket.
drop down menus in 8111
since the upgrade to 8111 users with ie9 and chrome are displaying the menus in plain text and hard to click on the buttons.. with ie8 it it displays fine. anyone else having similar issues?
Groups cannot be deleted
We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
drop down menus in 8111 - servicedesk
since the upgrade to 8111 some users with internet exporer 9 and chrome are displaying the drop down menus in text. anyone experienced this? in ie8 the drop downs look fine.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like to make it send email to inform user that who is your ticket owner. Please adivce.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like make it send email to user for inform them that who is his/her ticket owner.
servicedesk 8112 hotfix failed
last friday we upgraded from 8027 to 8111 with no issues. today we noticed 8112 (hotfix for search issue), decided to apply it but the upgrade failed and my options were to restore from backup. i'm currently restoring back to 8111 (hopefully it works), but what log files are needed for you guys so the error can be fixed? thanks
Delete all the departments
Hello, i was wondering how can i delete all the department names The problem that i have some that are in grey and are being use by another module. I want to delete them so i can import the new and improved AD. Is there a problem? this deletion will affect something? Thanks! Andrei
WorkLog Customization
Hi there, I am wanting to customize and change the some of the fields in the Add Work Log screen and increase the default size of the Description text box to atleast 3 times its size by default. I want to remove the following fields completely: "Technician's Cost per hour ($) "incident Cost ($) Can anyone please assist. Cheers. Tony.
What are the difference between CMDB and Asset management ?
Hello, Is there any relation between Products and CI Types (on CMDB) ? When I need to add a new asset (a printer for example), where should I go ? Should I need to create a new Product and then create a new asset of this product ? Or should I need to create a new CI from CMDB ? My version is 8.1.0 Thank you.
Selective notifications to requesters on SDP 8.1
Is it possible to configure selective notification in SDP 8.1? For example: Set a business rule to the arrival of an email. I need to create the ticket but do not send notification to the applicant and also send notification of closure or resolution. Note: It is only for a particular applicant, for all other applicants are kept all notifications. Thank you very much, Mauricio
Change mailserver directly in DB
Hi When I import the production DB into our test environment I would like to change the mailserver before I start up ServiceDesk. Is this possible? Best regards Peter Samuelsson Sodra Skogsagarna
Service catalog, task access before approve
Dear support. I configured workflow in service catalog, there are two tasks, one depend on another. I added approval and marked "All the configured approvers have to approve the Service Request." and "Do not assign technician before Service Request is approved.". But still technicians get their task before approve and without dependings, they can close dependent task before the task which it depend. How can I prevent it ?
I need to know if ServiceDesk Plus can send data to other applications
I need to know if ServiceDesk Plus can send data to other applications. regards, Mauricio Fuentes
Automated recreation of the solutions topics based on Incident Category, Subcategory, Item list
Is there a way to automatically remove all the existing Solutions Topics and rebuild the list based on the current Incident category, subcategory, item structure?
PO attachments not accessible by approvers via browser
Hello, Things were moving smoothly until we upgraded to build 8015. After a purchase order is submited approvers are not able to access the attachment through the hyperlink sent to them via mail. In the cause of accessing the attachment a blank tab opens instead of a pop up to allow the file to be opened. Apart from using IE 8 we've tried other browsers mozilla, google chrome but all efforts have proved futile. I have gone ahead to upgrade the new build 8016 but we are still experiencing the problem.
Discovery and inventory of communications devices in SDP 8.1
1._ Can i automatic discovery of communications devices such as switch, router, etc? 2._ Can i manually enter a communications device to the base of IT assets? Thanks, Mauricio Fuentes
Migration between editions/products is possible?
Dear support, One of our customers interesting in such question: After his license is expired, is it possible to migrate from SDP to SDP MSP? Or for example from SDP Enterprise to Standard or Professional? We have several customers that already order license and use your product, and they are interesting about possibility of changing version/edition later if it is possible. With best regards, Sergii Vinnikov
Which table contains the date and time a request was made
I am unable to find this information in the workoredr table.
Bug with Change Titles
I have discovered a bug with the Change Module. If the Title ends with a "\" (backslash) you receive an error message when submitting the change for approval. Version 8.1.0 Build 8110
Technican can only create requests as a requester
Two of our technicans has a strange problem, I doubt if I have done something stupid... just can't figure out what it is. They log on just fine, and are able to see their requests, he can solve and close their requests. However, if they try to create a new request, they only get the template requesters should get. They can't set other requesters, nor can they assign other technicans to it. I tried giving admin permissions, and did not help. Is there some sort of permission that I'm not seeing, or
Description field blank
Ever since upgrading to 4108 from 4104 when we open a ticket the description field is blank, if we hit f5 to refresh it then appears. We upgraded to 4109 this morning hoping that would fix it, it has not. Yes we have cleared cache, tried different PC's, different browsers, the problem is the same. If we hover over the ticket in list view, the description appears, if we click on the ticket the description field is blank. Help !
Technican list empty, when a certain technican should be shown
I'm having a small problem here. Today I created two technicans. When I created a new request, the technican list would be empty. If I would pick a group first, and then a technican, it would be fine, just as long as these two technicans weren't members of the group. After doing some troubleshooting, I found out that I forgot to add them to all our sites. After doing that, one of the technicans is working. The other still dosn't. So actually, if we edit a request, and try to assign it, we will
LDAP import fields
Halo! We are neet to import more field than have in manage engine interface For example How can import field mobile number or Location from LDAP ? Best regards, Mikhail.
Adding image to the Helpdesk - Notification Rules
Dear Team, Can we add image into the Helpdesk - Notification Rules in each of the notification message been send to the user when logging call etc Current setup Send all e-mail notifications in : Rich Text format (HTML) Service desk version 8.0 Build 8019
How to fetch Specific Day Report of my Server ?
Dear All! As far as Managing Engine stores statical report of my different server components timely/hourly/monthly and even yearly. How to fetch report of my server of a specific day, Like 24 august how was my server functioning.(CPU,RAM,Disk Util etc..) and I should be able to save it as a PDF File. I can fetch reports of last month, or last week or even last year but can't fetch a specific day. Please Help Me. Best regards
Setting up email accounts for escalation levels in SDP 8.1
In "Service Level Agreements" i´m enabling escalation levels, but I can not write email boxes other than those registered in the database of ServiceDesk Plus. I need to configure additional mailboxes, SDP may solve it in version 8.1? Thanks, Mauricio
Asset Managment Agent - Deploying to an entire subnet
Hi Everyone, I'm pretty new to servicedesk plus but have a requirement to deploy the asset management tool in a fairly short timeframe. Due to the nature and size of our organisation I dint want to deploy to an AD domain but would like to roll out on a subnet basis. Question: Is there a way to deploy to an entire subnet? I can only find a way to deploy to a single device on a subnet, or everything?? Cheers Rob
Where is the request date/time stored?
I can only find the created date/time in the workorder table but not the request date/time as input by the user. Please assist.
How to associate one incident ticket to two different change tikcet
I have raised an incident ticket and want to associate this ticket to two diffrent change ticket.How can I do this
Purchase Order --> Asset Exclusion
All, Is there any way to do an exclusion when receiving items from a PO? Every item received from a PO automatically gets added to the Asset Listing. This was fine when we had unlimited Assets, but now that we are limited, it's a problem. I really don't care if we have power adapters, thumb drives, or even a $5 keyboard in our Assets. But, it's filling up our Assets and we can't add more. Thanks
Multiple E-mail Modes
We are currently on SDP 8.0.0. We have two modes for E-mail: "E-mail Office Hours" and "E-mail Out of Hours". What we'd like to do is have ServiceDesk automatically choose the mode based on the Operational Hours. Is there any way to do this? I've looked through the e-mail server settings and the business rules, and I don't see anywhere to configure the e-mail modes. If this is not possible, is there any way to set which one is the default? We had been on SD 7, and it was defaulting to E-mail
Group & Technician cannot be defined for SLA
Version7009. The number of SLA variables are quire limited. Can the list of available variables be extended to include items like: - Technician - Group
Asset with dot in the name
Gents, I have the following issue. We use dot (".") in the names of network sockets. We created network sockets as assets. All works fine, but if you open Relationships for this asset, ServiceDesk will strip all characters after dot. Can you please fix that ? See the attached screenshot.
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