Renane asset field
Is it possible to rename a default field in the Resource Details? Alternatively use the option to create an additional field and define where it is displayed?
Rename or delete default asset types
How do you delete the default assets that are created, some bare no relevance for us? Our options would be to either delete what is not required or rename to something else. Possible?
problem in assigning requests to the backup technician
How can I assign requests to the technician B when Technician A is on leave? I have defined Business Rules that for example when Requester 1 and Requester create request it assigns to Technician A also In Home--> scheduler --> Technician A set --> Mark Leave(on 27/02/2012) and Backup Technician is set to Technician B But when Requester 1 creates request it still assigns to Technician A not Technician B Please guide me what should I do to solve this problem Thanks in Advance Negin
Assistances for first time user of Service Desk Plus.
I need to know a few things, if you guys can help me out. First time using ServiceDesk so I'm flying blind pretty much. 1. Scheduled Scan - is that a Network Scan or a Domain Scan? 2. What's the difference between Unassigned Workstations and All assets In Store? Our numbers don't match up (one is 124, the other is 99) 3. Is there any way I can modify the Default Template, because when I try to edit the Requestor sides of things, the area to add new fields is greyed out and I can't understand why
Requester email not updating on AD sync
We sync in our users once a day. A few days ago we changed everyone's primary email in AD from name@domain.com to name@domain1.com. But after the sync, existing users still have the domain.com address. Now emails from users are creating new Requesters because the "from" address is domain1.com. Should we just update aaacontactinfo from the backend? -Kiyomi
Change Service Tag
Dear all How can I Change The Service Tag of the Windows 7 ? Thanks in Advance Negin
Not able to see windows update patches
I have servicedesk plus 8.0 in my office, I noticed that I am not able to see what windiws patches is installed on the win7 computers. I can only see the software installed but no windows updated patches. I have no issue seeing the patches installed on windows XP machines.
Notify Technician When Request is Reassigned
I've looked through all the Notification Rules and don't see an option to Notify a Technician when a Request has been reassigned to another technician. Sometimes, requests are accidentally assigned to the wrong technician, or a technician is out of the office and the request must be assigned to a different technician. For example, Technician JOHN SMITH is on vacation. A request is assigned to JOHN SMITH. Upon realizing JOHN SMITH is not available, the request is re-assigned to JANE DOE. Both JOHN
local user login
I'm using Service Desk Plus 8.0.0 Build 8013. I created a local user/requester in the Service Desk AD, but cannot log in. I basically left everythig empty except the name, login name, and password. The problem is that if I enable AD Authentication then I cannot login with the local user/requester I created. However, if I disable AD Authentication then I can log in. But everyone else in my company's domain are not able to login. The reason why we want a local user/requester so that in case our
Solutions recommendations
Hi, I am wondering if it is possible to achieve the following: a user submits a request via email based on the text that is included in that email it searches the solutions for those keywords and sends the user recommended solutions for their problem Could this be done through the API or something?
Importing to subcategory
Hello Could someone help me please I have over a 1000 software titles to be added in the software subcategory. Does the CSV have to have specific header names. I've tried this a few times and it input all the software as their own category. Thank you in advance
No. of Work Station Inventoried on Dashboard
Hi, We use ae_scan as logon script for scanning the workstations. The no. of workstations inventoried on the dashboard increases upto 1600 on one day and suddenly decreases to 1000 on the very next day. The no. of workstations failed during last scan increases when the no. of workstations inventoried decreases. Can anyone give an input on why this is happening??
Using Digital Signature
Hi, I`d like use ME ServiceDesk Plus on Premise (Entepr. Edition) . Can i ask you about digital signature. Does it support digital signature?
SDF-39504 Updating Technician Information from Active Directory
SDF-39504 above was raised by one of our now resigned colleagues in June 2011. Could you please provide an update or advise when the work maybe scheduled for release. Many thanks Brenton
Asset Management
Hi, How can I add to the Manufacturers list for Software Licences within Assets please? I can edit Vendor, Product Name etc, but cannot find a way of adding a new Manufacturer. Cheers
Has anyone install Service Desk Plus on a VM
Hello I would like to find out if anyone has installed SD on VM ware and if its supported. thank you
issue when trying to input the license number.
We just purchased SD+. We are trying to input the license number. When clicking on "License" we get the following error message: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.jsp.Register_jsp._jspService(Register_jsp.java:441) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Report on custom requester fields
Hi, I'd like to request a report on some custom requester fields. We have added custom fields such as 'date of induction'/'date of signing IT Policy'/'date of IT Training' and so on. We'd like to produce reports on the following: 1. A list of people who have not had an induction (i.e. nothing in date field). 2. A list of people who have not signed the policy. 3. A list of people who have received training in last 12 months. 4. A list of people who have had no training in last 12 months. I'm no SQL
Specifications VM Server for SDP
Hi!!! I have an issue with SDP, the java.exe process is crashing so the web portal it's not running, but the process mysqld-nt is still running. I migrate the SDP to a new server and still have this issue, so i don't know what more can i do. SDP server is: WinServer 2008 64bit RAM 6GB HD 250GB Processors: Intel Xeon CPU E7- 2820 @2.00 GHZ 2.00GHZ (2 processors) Can anyone tell me what kind of specification i must have to run SDP on a VM server, antivirus type, exceptions? THANKS!!!!!!!!!!!
Purchase Order required fields
Ive added some custom fields to my PO. IS there any way to make them mandatory so that the PO requester HAS to fill in these additional fields. Second question alos about PO reporting, is there any way when running PO reports that I can get it to list in the report the item information, this does not seem to be available to choose as an option when creating a custom report on POs. Thanks
Would like some advice on autoassigning manually created requests to certain technician groups
We have created technician groups with specific email addresses so that incoming emails get automatically assigned to that particular group. We have also setup appropriate roles that restrict each group from being able to view tickets in other groups for security’s sake. However, this does not address the issue of tickets that are created manually by the technicians themselves. At this point any new ticket that is manually created by a technician has to have the group designation manually assigned
Configuration transfer from development to production
Hi, We just started to use the Service Desk Plus product and we want to create a development system (where to try and test our configuration) and a production system. Is there any way to transfer / propagate / deploy the configuration changes from development to production, short of performing the same changes again? Thanks!
User style field on Service Catalog form
We are using SD+ v8.0.0. I am building a form for Requesters to request access to different resources in our environment. I have all of the resources listed as required and the rest of the form as we need it. I now need to provide a field to the Requester to choose an AD user from the internal "Requester" list. At the moment the only way I can see of doing this is if I use the "Select Approvers" field then put every user as a Service Request approver, which isn't going to be suitable. I have
PO - purchasing workstation?
When I receive purchased items, I close PO, then the item goes to asset inventory. How do I save it as a workstation, not an asset when I purchase a laptop/desktop??
Close linked requests
I have to linked requests. why if i close or resolve main request, linked request dosnt close? I think this feature will be good.
Can we use PKI certificates for our approval process' digital signatures?
Hi, I'd like to know if ServiceDesk Plus Enterprise Edition supports the use of PKI certificates (e.g.: Entrust PKI) for digital signatures in order to approve requests throughout the approval process... Thanks!
SMTP Option?
Hello, I am currently evaluating SDP as a possible replacement for our service desk. I have testing some of the features. In the Admin Section for mail settings you can set the outgoing mail to use SMTP but you cannot do the same for incoming mail. Our exchange server is not setup for POP3 or IMAP, which are the only two options in the incoming mail "Email Type" drop down list. Is there a way to specify SMTP to process incoming mail? Regards, ITbugz
Approval module security problem - AGAIN!
I would like to inform that again we've found SD (Enterprise 8022 edition) very usecure with use of approval module. Anyone can build URL link (ITEM and KEY are easy to find) and see the whole request body - download attachments fe - without ANY AUTHORISATION! I suppose it is the same error or error-scheme found in mid 2010 and confirmed by support. Lack of support in this case is really hard to tolerate. Example: https://sd_address/approval/Approve.jsp?ITEMID=31720&MODULE=Request&KEY=11327327904289
Requesters have no ability to edit
I was wondering if has any idea how to turn on the function to allow my users to edit their requests. I have search a few options and still can not find the option anywhere, chances are I am looking in the wrong place. Any help is greatly appreciated. RK
Finding fields in SQL Server
Is there an easy (easier) way to find field names in SQL Server? It is very difficult to build query reports without knowing the name of the field or the table the field is in. is there such a thing as a data diagram available showing all the fields and relationships? I am especially interested in finding the additional fields that we created for the requesters. Thanks, Sheila
Moving Assets to ServiceDesk from FacilitiesDesk
Hi, We are currently in the process of setting up ServiceDesk plus on our system. Currently we have FacilitiesDesk Running separately but are looking to intergrate them. What is the best way of transferring the asset list between the two programs? Thanks
DB Query to Archive the DB available on Sql Server
Hi All, I want the query regarding pursing or archival of DB of Advnet Net Tool. Thanks Nitin
closing rules two or more request to one problem
Hi If I have closing rules on my request that says at I have to fil in work log, then doing one problem reuest and bind two or more request to this problem. Then when I close the problem, I chose to close all request connected to the problem, I get error "188 Worklog" I must have closing rules on the work log. Is it a way to fix this?
SD-14882 - adding html to description box
SD-14882 - I need to add html to a request but it has been blocked here: SD-14882 I tried adding it directly into the database but the html doesn't display properly. Does anyone know how i can get around this? Thanks, Mark
Reminder for technicians to update a ticket
Dear all, unfortunately I cannot find a field "ticket last updated" in Service Desk. I'd like to remind the technicians by e-Mail when a ticket needs to be updated (e.g. after three days), even . In the history of a ticket I can see "Updated by ... on ..."? Is there someone who can tell me how I can achieve this? Many thans and best regards, Holger
Help understanding feature requests
Hello. I'm having difficulty trying to recreate/understand these feature requests. I tried to do a search on the forum on the ID to see if there is a thread I could follow, but none of them could be found. Please help: 1.) SD-39221: For the fields which are marked for the requester not to view, and in the Requester login, the fields value is greater than 22 characters, the value is shown has been fixed. Question: Which field needs to be greater than 22 characters? The Requester's name? Or if any
Self Service Portal layout
I'm confused about the Self Service Portal. We have some documentation from when the system was installed (Jan 2010) with a screenshot of the SSP - it looks exactly like the one in the demo page on the ManageEngine site - http://www.manageengine.com/products/service-desk/self-service-portal.html?index You can see that there is an 'New Request' option, and the 'Announcements' are at the bottom. However, if I log on to our system as a 'requester', I see a different screen - see attachment.
Historic
Hi Can I chose to "do not show historic for the requester" in the web form?
Incident templates not assigning to site/group
Hi, we have a few webforms which are set to go to a site: 'IT Ops' and also a Tech Group 'IT Ops'. When users use certain forms, these don't assign automatically. Has anyone come across this before? And if so how to fix? Thanks Neil
Forefront Client Security not detected by a system scan?
We are running Microsoft Forefront Client Security; the asset scan does not detect the installation of it. The system does however detect the Forefront Client Security Beta "Stirling" that were installed on some systems. Microsoft Forefront Client Security is pushed via the network along with Microsoft Operations Manager, Operations manager does get detected via the scan. 1. Is this a known issue? 2. Is there something I can do to get it to include it in a scan? (Your SDP Version : 7.5.0 Build 7506)
Next Page