ServiceDesk Plus 7005 on Tomcat 6
We have found vulnerabilities on ServiceDesk Plus running on Tomcat 5. Any one here who has an idea how to make it work on Tomcat 6? Audit report has recommended Tomcat 6 and we are required for strict compliance to security standards. Any help on this is highly appreciated :D
which is the default URL to submit ticket from user end.
Hello, We need your help ,could you please tell me the URL where user can submit ticket to resolve his problem. Tapan
Remove SLA's against Request tickets
We are currently in the process of evaluating Manage Engine SD Plus version 8, and wanting to know is it possible to remove the SLA's against Request tickets, while keeping them for Incidents?
To what extent are attached hardware devices scanned and included with the workstation?
We are using SDP 8.1 We have several workstations with high-speed scanners attached. I noticed these scanners do not show up under the asset. To what extent does the agent or SDP scan for hardware? I noticed it included flash drives, keyboards, mice, and printers, but it doesn't seem to include scanners. Thanks!
Linking a Subcategory to a Request Type
Hi, We are having some issues with ours technicians at the moment they create a incident/request, because they choose a subcategory that clearly is an incident and they select "Request" instead of Incident. The idea is the following one: Category : Desktop Subctagory: Email Item: Configuration Having that criteria, SDP automatically sets the request type as "Service Request". Category: Networking Subcatecory: VPN Failure With that criteria SDP sets automatically the request type as "Incident" The
SDP - Tier levels - How to use?
Hi, Can someone bring some clarification on how to use tier levels in SDP? It seems that the only place it appears are the incident tickets, but I found no way of configuring it. What is the best practice of using tier levels in SDP? Thank you, Miron S.
Microsoft software being labeled as under licensed
In our software inventory, we have several Microsoft products that are showing up as under licensed. When I click on these software items, nothing is listed on the License Agreements page. Why is this showing up as under licensed? I can't find anything anywhere in SDP that indicates we are tracking this software usage. Is this a bug, or do you automatically track Microsoft products like Office, Windows, and Server? Thanks!
Bug with "actions" button in admin module
Hello! I'm testing SD 8.1.0. Database MySQL. Browser IE 9.0 In admin module ->users->requesters i don't see "actions" button when i change interface language to russian (screenshot1-2). When language is english or other - all is good. ctrl+F5 doesn't work. In Firefox this page looks good. I've tried to contact to your pre-sales team (eval), but there was no answer.
Forms for create a ticket (Web Based)?
Hi Team, Is there any way to allow external users to creat a ticket from a Web Based Form? I mean, appart of a e-mail, can an external user create a ticket? thanks memo_garc@ovi.com
Duplicate requests
If you have two or more different people that submit tickets on the same issue is it possible to link them and resolve them as one?
Adding fields into the Incident Template
Hi, I was wondering if it was possible to add Business Services and IT Services fields to the default request template and linking them with the configuration item types Business Service and IT Service? Thanks, Peter
Atlassian Crowd Integration
Has anyone successfully setup ServiceDesk to authenticate to either Atlassian Crowd or Apple Opendirectory (with aliases)?
issue with approvals
Hello. We have a one issue with approvals in sdp 8.1 last build. We are created a new custom status(for example "test status") , and choosed it in option "While a request is waiting for approval, stop the timer and set request status to" then we are created a new ticket and submited for approval. and ticket status changed to "test status" and approval status changed to "pending approval" after first approval ticket status changed to "open" and approval status change to "approval" then we are manualy
Cannot configure database server because compatible to build 7605
Hi, We are running build 7605 in production. I am trying to do a trial run of our disaster recovery procedures so that we are familiar with how to restore the system in the event of a failure. However, I keep running into the attached error. this is what I have been doing: Restore a copy of the virtual machine that hosts the application and rename it so it does not clash with production coy Restore a copy of the database to this machine (in production it is hosted on a seperate MS SQL server) Run
Not getting notified about prohibited software
We have it setup to notify us about prohibited software but aren't getting an email during a scan for affected systems. Does this only notify if the scan is scheduled or should it notify for on demand scans? I removed a system that has known prohibited software and ran a manual scan and still didn't get notified. It does show the affected workstation under scanned software/prohibited.
Auto update to next build.
Hello. Tell me please can SDP update to next build automaticaly?? Recently for some reason our database build was upgraded to 8027 build. And our SDP was crashed.
Add request without using web browser?
I want to implement sending requests to Service Desk using custom program or email but I have no luck 1. 1. I have tried to send custom POST message – it works but it demands to fill username and password. I don’t want to ask user for u/p and then send this every time over network. I’m understand that I can’t use Windows Authentication to send request from application? 2. 2. Another option is enabling mail analyze based on topic content. I have enabled this option, set topic text key word
Mail server settings
After i changed mail server setting-outgong select Requires Authentication then sending email failed and result is 530 5.7.1 Client was not authenticated in log.so what's problem?
Database
HI, Why we use the MSSQL database? Regards, Vaishali
Incident versus tasks - how do you
I know both the above come under 'requests' and that there is a current discussion about how tasks and incidents needs to be overhauled. My question is how do people here who use SD+ differentiate between an incident and a task. There's one thing someone submitting an issue as an incident, but what if they are asking for something such as a toner for a printer or a folder permissions change. I don't want to be recommending a change to implement something if the above workings is still under review.
Change the primary key in to something else?
This question was asked like 3 years ago, but it wasn't really resolved in a helpful way to me. We have a very large inventory of computer (4000+), and the names are rather "fluid", in that when one breaks, we will replace it with a spare while it is being repaired, and then the repaired one will become the spare. Having the computer name be the primary key does nothing to help us make sure the right computers are in the right place, as they are not always on to scan and update these lists and
New Installation of ServiceDesk
Hello, We are about to implement a new installation of SD. As we are a global company and have offices in different countries I was wondering what is the best way of setting up SD to accommodate these places. Is it a case of each Domain has its own SD instance and they can pull and push data to each other? or will it be we have one installation of SD and each location logs into that one box. If anyone is in the same boat as me, could you please tell me the way you have it configured and any issues
End-User Notification Based on Closure Type
Hello all, I'm trying to tweak ServiceDesk Plus to send or not send a closure notification based on the Request Closure Code. ie. If I close under "cancel" or "duplicate request", I wouldn't want the end-user to get a closure notification. Even so, I would like the end-user to get a notification if it was closed under "Success", etc. Any help would be appreciated.
TimeSpent on updates
Hello, I wonder if there is any way to force the use of field TIMESPENT on any update in a request, i know how to force this field when you want to close a request, but i need to get the timespent on every update that a request have. Thanks in advance
version 8.1 and firefox
Hello Unfortunately there are some display issues with SDP version 8.1 and firefox: The dynamic menus are not displayed correctly: or We have tested with Firefox versions 8.0.1 and 12.0 This works fine with IE and Chrome: Is it an Firefox incompatibility issue or a firefox setting issue? Thanks for any help Best regards, Marc
Status update of SDP add-on module pricing
We are approaching our annual renewal in June. What is the status of the add-on module pricing for the CMDB component on top of SDP Professional? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
Migrate Support Center To SD
first i'm sorry cuz my english is little weak to write but i'm can read very well. Ok People what i do to migrate de Support Center to Service Desk, both are in the last version. Please help me and so sorry again about my english
Purchasing module in ServiceDesk Plus?
This module has always seemed like a very odd fit for an IT Helpdesk product and I'm a little confused as to why it's there, but I think AdventNet are too. Every so often my company takes a look to see if it can do anything with this module and is always defeated by the same, seemingly obvious flaws: 1. You need to buy a license for everyone who submits a PO, in other words spend money on licenses to do what signatures are already doing for you. 2. You can't control approval by the level of spend
8.1 Build 8103 - Editing multiple requests/incidents - BROKEN
Hello - We are currently using ServiceDesk 8.1 Build 8103. We are unable to select multiple tickets at the same time to set groups, categories, etc. When we select multiple requests > Actions > Edit Request, a blank screen comes up and only displays the option to close the window. We have tried it with multiple browsers. Google Chrome 18.0.1025, Firefox 11.0, and IE 9.0. It happens with each browser. Thanks, Chris
SDP Remote assisatnce performance are terrible. Why not integrating Zoho Meeting?
Hello, is there any chance to have Zoho Meeting integrated in SDP without going for SupportCenter? It could be much easier to have a stable remote assistance tool for users. today is pretty slow and unstable to use SDP remote assistance even with latest version .11
Ability to add the same topic name on the Topic.
Hi all, We want to add the same topic name on the Topic. For example - Hardware - Printer - Router - PC - Others - Software - OS - Office - Games - Others Current we can't add the same topic name. Thanks in advance.
Does the SDP 8.1 agent support multiple monitors?
I noticed you released a new version of the agent--1.0.11. Does this agent support multiple monitors?
Custom fields in reply templates
Hello everyone. I'd like to reference some of my custom fields in a reply template. Does anyone know if this is possible? Regards, Mark Housler
purchase currency change problem..
Hi, I have problem whit default currency cahnge. for example I made a new PO with $ currency and after that I want to make anaother PO whit € currency and I'm chaning the default currency whit €. After than I look the PO which I made whit $ currency it was changed whit € currency too. this is big problem for us. I want to not changing the old PO currency when I change the default currency. Please help.
Request Closing Rules per category or technician groups
Hi I would like to know, if there is a way to configure Request Closing Rules per category or technician groups? So it would be nice to be able to force technicians by filling out mandatory fields for closing request (i.e. to add work logs) for requests regarding the selected sites. Thanks for any feedback Julia
hide column "assigned to"
HI We would like to hide the column "Assigned to" from the requester/users. Is this possible? Regards Julia
Close Request link not working in SD 8.1
After upgrading to 8.1 the Close Request link does not work properly. The user gets tranferred to a page that displayes "The request cannot be viewed" when clicking the link.
Present OPmanager Alarms in ServiceDesk Announcements automatic
Hi Can I pressent Opmanager alarms in Servicedesk Announcements automtic, ex as I can create Opmanager alarms as Servicedesk incident? If I could, I not need to manually write in Servicedesk Announcements when something is down.
CMDB examples
I'm trying to play with CMDB to create our network. Does anyone have any screenshots of ones you have made so I can see how you set them up, setup the relationships, etc.? I don't know if I'm over-complicating it, or if I'm doing it incorrectly. Do I start out with a Business Service first, or IT Service? What's the difference between the two? I appreciate any feedback. Thanks!
Requests view (my view)
Upgraded to SDP 8101 yesterday. Prior to 8101 we were using 802x. With 802x I had a custom view that would refresh every 15 minutes. With the new version of SDP it fails to remember refresh interval by default or my custom view unless it was the last view I had picked prior to closing down the browser. I have to manually set refresh and view unless it was my last view I choose every time I log into SDP. Example of a way my custom view doesn't stick: click on Dashboard, look at another technicians
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