New issue - choose asset by asset number and not CI name
Hi can you please let me know if the above is possible?, our users don't know their machines by the CI name as they have assigned 002456 asset tags and when they log a new issue all that is presented to them is the CI name Thanks
Switch Scan Failed.
Hi, I'm trying to add the switches to SDP and it fails. Cisco 2950 works(scanned and added) but Alcatel & private devices fail to scanned. (Both are using same SNMP protocol) (I attached the SIF file)
Problem with Simple Matrix Timespent Report
Hi, I'm trying to get a simple matrix report similar to the following. Technican Cat_1 Cat_2 Cat_3 name___1 01:30 00:30 00:00 name___2 08:30 15:30 10:00 name___3 01:30 00:30 00:00 name___4 01:30 00:30 00:00 name___5 01:30 00:30 00:00 I setup the report by selecting the Simple Matrix Report with Category on the top, technician on the side and Sum of Actual Time. However the report is not generated but returns the error "No data available to generate report. " There is data there as the Advanced Matrix
Multi-language Service Catalogue
I have just finished adding English entries to our request catalogue and now we require a French translation of the catalogue. I have tried using the same entry as the English request catalogue but I just end up with very long and obstructing links, so I must avoid this. Is there anyway to create a French request calaogue and assign it to a specific organization site?
support group role
hello i made seperate support groups of technicians, and i want each group to enter on his page and see only his requests, changes, problems and generate only reports related to his group. how can i do it?
preventive maintenance
While creating a preventive maintenance task can I select multiple assets in the same task because I’ve a lot of assets that have the same preventive maintenance task so to avoid repetition I can select all assets in one task
Search text
Hi, Maybe my question is stupid. Can you make a search through the text of a ticket? To explain, as if we were to use outlook and are looking for a word contained in the text field. Thanks , Best Regards Daniel
"Keep me signed in"
How would I go about removing this option from the login page? Thanks
relationship
I’ve more than 1000 asset so how can I define relationship between these assets in an automatic way or can I import it from a file for example, and how does the relationship help in assets/requests management
modify web pages
How can modify the web pages of service desk plus (not just the login page) ?
SDP Notification: ERROR : Mail fetching process stopped
Hi. I hope someone can help us with this issue. The Mail Fetching process stopped if some users send mails which includes a picture to our ServiceDesk . We can reproduce these with a user they use WinXPSP3 and Outlook2010, the mail is formatted as Rich-Text. When he send the mail to the ServiceDesk we receive the below message. Product Name : ManageEngine ServiceDesk Plus Build No. : 8100 System Error Notification An error occured while processing email with subjectOfMail : mail subject messageid
Request approval.
Good afternoon. We have a situation in the company that when we request approval for an incident for a person who is requesting only, that request is not displayed on the Service Desk Plus as information pending. This user only receives the e-mail and can take action through it. If the user miss this e-mail, will not approve a request until a new e-mail is sent. How I do to solve this problem? Thanks. Miguel may
Site left blank - requester
WHen I imported all the AD users into SD we encounter a problem. Some users were not able to log in and the system would give them an error similiar to "The user is no associated to an account, site or region". So, what I did is go into the requester's edit form and found out that the site was left blank. When I click on the drop down menu nothing show there. How can I solve this issue? Kind Regards Julian
Redirect Request to department tech support
Hi. In my place, i have diferents departments, each one, have a technical support. I need that if a costumer of department A need tech support, The A technique receive the request. Is that possible with this system? how do i configure that to make it work that way? Thanks in advance
Specific notifications for sites
I am looking to disable notifications of requests/incidents being sent to technicians assigned to a different site from the requester. Is this possible? Example Requester from Site A submits a ticket to Servicedesk. Both technician from Site A and technician from Site B receive a new request notification. I would like for only the technician from Site A to receive a notification email.
Unable to access servicedesk via port 8080
Please we had a little issue when starting servicedesk, it gets stacked in the application layer. I changed the port from 8080 to 8070 and is going through. I will like to know if you can get me a script to stop any service running on port 8080 with the exception of servicedesk because checking from the process id’s in windows the port has a binding with the “system” process.
Training for ServiceDesk Plus?
Anyone know of an ITIL certified trainer in UK for ServiceDesk Plus?
Allow technician to manage inventory of a specific Site
Hi. How do i configure technician permission to allow it to manage only the inventary (equipes and licences) corresponding to one specific site? IE. The site1 technician, can add new equipes, load new licences and asign those licences to equipes but those in the site1. Thanks in advance
How to insert a new software licence
Hi. I´m getting problems to insert a new software licence. When i go to :Inventary/ software licences / add New. When i click the + botton that´s by the side of the product name combobox, to add a new product, a new popup window is opened. At this window, i must introduce product name, and choose a software from managed software, but there's nothing to choose. where i shoud insert that category? Thanks in advance
Approvals
Hi... When we sent mail for approval then does the approver can approve the request by using Blackberry. regards vaishali
What's the difference between Requests and Tasks?
We are just getting started with ServiceDesk Plus. When is it appropriate to use a request vs. a task? Requests can have many tasks, but does that mean every request should have a task? We have set up some request templates that require work from multiple technicians. Is this a good place to use tasks - one task per technician/step? Related: As a technician, how do I know what I need to work on right now? It seems there is no way to see something like "my active requests and tasks" on one screen.
job title in requests
Job title not view in requests detail We can see it only edit request Why? How show this field in request detail page?
Create requests using service tag number
All of our assets have metallic asset tags with a unique 4 digit number. We record this number in SDP as the "asset tag". When an employee calls with a support issue we ask for the tag number. Is there anyway in SDP to search for the tag number then start a request using the results. I cannot find anyway to easily create a request using this number. Every asset search wants an asset name. Thanks again.
availability chart
I would like to make an escalation rule to the next technician on the availability chart, so how can I do that
auto assign /shifts
I’ve 2 shifts one in the morning and one in the afternoon till midnight so how can I set it for technicians availability chart
Update from ServiceDesk version 7.6 to 8.0
Hi Everyone, We are currently running ServiceDesk Plus version 7.6 and want to upgrade to 8.0 cleanly by backing up the database, uninstall version 7.6 then installing 8.0 then restoring the old 7.6 database. Is this scenario possible. What would be another avenue for this? Regards, T
"Add Request Button" cannot see without scrolling down.
Dear All, I would be grateful if any one could help me to sort this issue, may be this is due to our user workstation resolution size, (1366x768). I suppose to use the SDP for over 150 smiler workstations. I cannot change this resolution size since that is the default for the particular model. I am using minimum number of fields on the requester view but still the size of the "Description Text Box" taking a lot more space on the same page and the add request button is still not appearing on the first
HTTP 500 error
In the recent items, when I view a change that has been deleted, I see the message below, is this correct, surely it should say item not found or this change has been deleted HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.change.invalidchangeid.error com.adventnet.client.view.web.ViewProcessorServlet.service(ViewProcessorServlet.java:99)
announcement privacy
Hello I created an announcement and checked the “show to requester” option where I selected a specific group, but the announcement is showable to everybody??
Creating Incident Templates
How do I give a techinitan limited access to the system however still allow him to create incident templates on his own? Thanks
Multiple SDP Installations - One Server
Is it possible to run more than one copy of SDP on one server. We use SDP to support our technical support help desk, payroll support, and guest relations. Currently they are all running on separate servers but this seems to be a waste to me. Are their any notes on running multiple copies on one server? James
Using SDP for Multiple Departments: Categories
For those of you using SDP for multiple departments, e.g. IT helpdesk and maintenance dept., how do you handle the different categories/subcategories that each department needs? For example, the IT dept. needs categories like printers, servers, keyboards and the maintenance dept. needs categories for security system, furniture, deliveries, etc. I am wondering how you organize these categories/subcategories. I've considered two methods so far. 1) Make two categories - one named �IT� and the other
Deleting Site - Stays at Processing
Hello. I am trying to delete some sites. I have 2 sites that I am unable to delete / merge into an existing site. When I select the site to move the information to...SD + puts up a window that indicates processing. Unfortunately, it never seems to finish processing. Any insight? We are running 8.1.0 build 8105.
Ability to mark a ticket as sensitive / private
Good Afternoon, I was wondering if there is a method of making a ticket as sensitive/private so that only members of a certain group could see the ticket. I did run a search and did encounter a ticket from 4 years ago stating that the functionality was currently not available but offered a work around. Is this still the case? Regards, Jason Stuart
After 8.1 Upgrade auto change status rule/action no longer working
In 8.0, when we would 'Submit for Approval' the SR would automatically change status from 'Open' to 'Waiting for Approval' which stopped the timer. For the life of me, I can't find where/how I did it in the prior version to re-enable in 8.1. After upgrade, it's no longer working. Can anyone offer any advice? Regards.
SQL to MYSQL
We were just accessing our database trying to create a Crystal Report from it and we noticed that when we upgraded SDP to 8.1 it changed the database from the current SQL that we were using to a MYSQL database. We really would like to go back to using the SQL database but were wondering if there is a way to change the current MYSQL database that has been in use from the release of 8.1 back to a SQL database? Also what would of caused this switch in the first place as during the upgrade process at
Apache Tomcat 7 attack exploit problem.
Hi, Currently I'm using 8107 of SDP. which version of the Apache is being using now for SDP? Thank you in advance.
department problem
I’ve created a department for a site and then deleted it, but I can still see it in department list when adding a technician ,what’s the problem?
Is SDP safe to upgrade? (Java version)
I need to upgrade the Java for security reason (Accelerating attacks exploiting unpatched Java). I'm trying to upgrade the Java to version JDK 6 Updage 33. is this OK?
disable AD accounts
hello SD+ is importing disabled users from active directory, so how can i solve this issue
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