Deleting Solutions...
I can't see where you can delete solutions? Is this possible?
Reminder emails
Is there a way to setup reminders (or big red flags) in SDP so the technician gets an email reminder if there was no activity on a ticket for i.e 3 days (no response or reply), which would indicate a follow-up is needed. Thanks
self-service portal
hello is there any way to add additional fields in the requester self-service details page?
Incident - Additional Fields - 24 Text, 8 Numeric and Date/Time limit
The ability to create templates is a really good feature, but we are running out of additional fields. Can the number be increased from 24 text, 8 numeric, and 8 date/time? Thanks, Alex
REQUEST: Multiple Email Addresses Per User
Can you please add the ability for requestors to have multiple email addresses (perhaps up to 3 or so)? I have many users who forward their messages to their personal accounts, and create requests from those email addresses. Then I end up having two or three requesters listed for one person because they have multiple addresses. It makes reports confusing also. Thanks, Derek
How to calculate Time Spent on a Request?
Hi guys, Can you say how I can calculate the Time Spent on a Request by subtracting the Created Time and Resolved Time. I know the two dates are stored using bigint, but i don't know how to subtract the two to get hours and minutes. Thanks for any help.
Automatically change call status
I want to put a call on hold as we are waiting for something to happen, this something has a definite date when it will happen, hence is there a way of changing the call status from on hold to open on a specific date?
AJP (mod_jk) port configuration
I would like to use Apache HTTPS server to proxy ServiceDesk outside our firewall (for contract support people, home, and blackberry access.) I have several Tomcat/JBoss applications that I proxy through Apache's mod_jk 1.3 (Jakarta Connector) module. This works well because 1) it uses an alternate port that directly connects to the application, 2) it handles variable (POST & GET) well, 3) it's faster than mod_proxy, 4) it introduces few problems than mod_proxy, and 5) it can be on HTTPS port 443
purchase responsability
in our organization have several purchase requesters, and several purchase aprovals, but, other person in it deparment, can purchase the items. How this person know's via email, that there are new purchase orders, and when this orders are aproved. thanks
Google Chrome
I have encountered an issue when editing the service catalog and trying to edit the fields where when I use Chrome it won't allow me to edit any text box fields. But if I switch over to Internet Explorer I have no problem. This only seems to be an issue in the service catalog area as I can use Chrome to create new incidents when they come in without any issues. Thanks,
Solution to multi-language issue?
I'm involved in a new project at my company that will give support to English, Spanish and Portuguese speaking countries. The main concern we have at the moment is how can we provide the Service Catalog in those 3 languages. One of the solution was to directly edit categories as Networking/ Redes / Rede, but we would end up with very long strings and we don't like how it looks. We are aiming for simplicity. So, what I am looking for is for any examples that you may have if you had this situation
SD+ doesn't save signature when added via 'peronalize' option
Hello I currently have one user who when he adds his signature details via 'personalize' the windows containg the signature 'flashes' for a second when he clicks save, but the changes arent actually saved SD+ Version: 8.0.0 Build 8022 O/S : Windows 7
Problems
Please your help as we have changed the virtual machine to another physical server already been pointing to the old ip when making a shutdown sh-S [root@servicedesk_sondas bin]# sh shutdown.sh -S Exception in thread "main" javax.naming.CommunicationException [Root exception is java.rmi.ConnectIOException: Exception creating connection to: 10.10.100.49; nested exception is: java.net.NoRouteToHostException: No route to host] at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:649) at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:509)
change background color of the first page in Service Desk Plus
Hi I want to change background color of the first page.By default it's white but I want to change it . I customize the login page in C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\index.html but I can't change the background color , Is there anyone help me?
multiple engineering departements
I would like to know how to setup multiple emails for service desk, because I’ve an engineering directorate and multiple departments within the engineering so I want to set an email for each department, any suggestions .
Customization of Request to Change Association
is it possible to customize event/actions using scripting? ie: On association of request to change, is there possibility of adding custom script to populate some of the change fields from the request fields? Thanks
active directory additional fields
i have alot of users on the active directory but i didn't fill out the information (phone, department,....) so how can i automate this procedure, is there any form or third party software to be able to fill these fields so it can show in service desk.
Changeing a windows workstation into windows server for CMDB
A windows computer running windows server 2003 is inventarised as a windows workstation in the inventory of SD+. Now I want to change it to a windows server to have a correct situation in the CMDB. Is there a possibility to addapt the CI-type of a item? Best regards, Mark Flothmann
multiple emails
i created aliases for the multiple emails that i want in the service desk, but how to let it get assigned by itself what criteria should i put in the business rules
business rules
I created a business rule with some criteria so that the request will be placed in a certain group hoping that auto assign will distribute the requests with load balance, but it’s distributing them without considering the group that it was assigned to by the business rule.
Fault report to Service Request.
Is it possible to convert a Fault Report to a service request?
Request Type field vs Service Request/Incident
I'm trying to understand the difference between the Request Type field and the Service Request/Incident types of requests. In our Request Type field, we have three options: 1. Incident 2. Request for Information 3. Service Request Are these correlated at all with the Service Request/Incident requests? For example, if I create a new incident, but set the Request Type as Service Request, will it show up as a Service Request or an Incident in reports? If the incident I create isn't exactly a true incident,
Automatically populating information into a TASK that is generated by a form within the Service Catalog
As the title suggests, I need to find a way to automatically enter some information into a task that was generated from a from in the Service Catalog. Primarily, the ticket ID. I tied using the form of ##$RequestId## but this epically failed. I need this, as sometimes a ticket may need to be dealt with by people in the other IT groups other than the helpdesk. Thanks in advance for your assistance. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Convert request into servicerequest
Is there a possibility to convert a regular request into a servicerequest in the actual version of SD+ 8017? Or in the new upcomming version 8.1? Is it in the API of version 8.1 possible to generate a servicerequest? These questions are important for the automatisation of the creation of new employees. Best regards, Mark Flothmann
auto assign
hello does auto assign rules conflict with business rules, i mean if i make a business rules for a certain group and i want to have load balance applied to this business rule, so the load balance will apply to certain technicians
Backup to network share in SDP 7.6.0
Hello, I am trying to determine if it is possible to configure the schedule backups for SDP 7.6.0 to write to a network share using a UNC path? In the Backup Location field, can I just put something like \\server\share\folder? If so, what permissions are required on the network share to allow this to work? Mapping a network drive is not an option since I need this to work without a user logged into the server. Thanks for your help!
Upgrade to 8.1 layout issue
We have just done upgrade to 8.1, it is working fine, but the whole layout is just a but funny. I have cleared out all the cashe, temp files, cookies and tested on IE, FF, Chrome, and Safari and every where I get the attached issue. Looks like the buttons/tabs are not visible. Regards Mario
Scanning network devices - printers
Dear Experts I'm running SDP Professional 8.1.0 Build 8107 and I'm trying to get scan for network printers. and Is it possible to show me the serial number of printers or not . and if i will add manually is it will be recognized on the network or jest it will be add as asset only I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches, I'm in
Stand-alone PC Audit
What is the possibility of auditing stand-alone computers that have no network connection without manual input? How about a diskette or USB flash drive that you can take around to those PCs and start a "client" that will run and audit that PC whenever initiated and copy to the diskette or flash drive and upload to the MySQL database? This would be very helpful since we have several non-networked PCs and would like to include them in our inventory without manual input. Lazy.
Changing CI Type results in Device type changing
Using 8.1 Patch 7 SQL 2008 database I created 3 new CI types under Printer of Inkjet, Laser and Thermal. On CMDB view I then viewed the printers and selected out groups of them , by ticking the device and modified the CI type from Printer ( default ) to the appropriate Sub Type created, by using the ACTION button and choosing Modify CI type. The CI types changed as expected. What I have now noticed a week or so later is that the Device type has changed as well. I think it changed to the type
user roles
how can i limit the technician to view only the requests and problems according to his department, because the options are by site and group only. thank you
History of asset ownership of a user
Hi, Is there any way I can see the asset ownership history of a user. I can see the history of an asset if I open the asset detail. I also need to see the history assets owned by a user in the past when I open the user details. Can I get it with current version of SDP ? Thanks
Annoying startup issue with 8109 after upgrade
Just upgraded to Build 8109 from 8027 (via 8100), and now using MSSQL 2008. I have noticed that when starting up the SD service that Internet Explorer loads up before the service has finished starting and of course cannot display the SD homepage at that point. Also then the service gets to “Application Layer Started” and doesn’t actually close until you quit Internet Explorer. Just infinite dots.................................... Quit IE then the application is available Can you confirm this is
View multiple monitors when using remote control...
All of our computers have dual monitors. Is there a way to view the second monitor when remotely controlling a computer? Is this a configuration option?
Change Management - Self Service Portal View
Hi, Is it not possible to edit the Self Service Portal role so that Requestors are able to view (not edit) and track Changes raised in their name? Thanks, Paul
Question: Backward compatibility
Hi, on SDP, if SDP is installed as Enterprise, is this able to go back to Prof. edition? how about vice versa?
Minimum Maximum and Average Response Time
Hi Are there any reports available to report the minimum, maximum and average response time to requests? E.g. What were the average, maximum and minimum times in which a call was assigned to a technician.
When scheduling a MP task, notification is sent to the applicant (no technical) bears the main email FROM the SDP
Hi, I need the FROM is the Support Group to resolve the ticket. My SDP has many support groups and each has a different email that works with the main email. I need to know how to fix or set SDP urgently. Thank you very much, Mauricio
Route Tickets Based on Time
I'd like to route tickets to a specific technician based on the time the ticket comes in. How can I do tihs?
Shares on a scanned asset?
Does SDP with the Asset Manager have the capability to display the available Shares on a scanned Windows Workstation?
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