MS SQL Database Permissions
Hello, I'm looking to install ServicePro 8.0 and after reviewing the installation documentation and this forum, I was wondering if i could get a question help answered about MS SQL databases 1. In MS SQL 2008 R2 Express, I'm looking to create a login for my Servicedesk db, because i would perfer not to use SA account to connect, as it seems like too much. for my new account i would like to know what permissions it would need exactly for that database. so the application continues to work correctly?
SLA reports
Hi Team, 1) How is the SLA report calculated on SD+ tool. 2) Does the timer stop ticking when the ticket is put ON_HOLD ? If yes, then does the SLA timer (for due date) keep ticking ? Regards Vinod
Asset and requests.
Can the Asset information fields be added to a request ?
Delete additional incident fields
After playing with SD+, we have created many additional incident fields we do not want. How do we delete these? I do not see the option to do so.
Remote Control Session
Hi, Is there a way for the requester to disconnect an on going remote control session ? Thanks, Jon
Disable ae_scan script
Hi, there is any way to configure SDP to refuse data from ae_scan script? We need to be sure that nobody could use it. Thanks Enrico
What is Service Tag?
In Asset detail page, what is the meaning of Service Tag? Where does it come from? (in BISO or other) Is it unique?
firefox 8.0 attachments save as hdfiledownloadservlet
If I click on an attachment it asks me to save the file and saves it as hdfiledownloadservlet. If I rename the file to the correct extension (i.e. .txt) it opens fine. I tried this on both Chrome and Internet Explorer and it works fine, it only failed in Firefox 8.0. Running version 8.0.0 Build 8015
Report on Requests Resolved/Closed by a Different Engineer within time ranges like 1hr, 4hr ,8hr etc..
Dear User, Please find the query below to generate on: "No of calls resolved or closed by the a different engineer within - 1hour, 4 hour, 8 hour, 12 hour, 24 hour, 2 days, 5 day, 10 day, 20 days, 30 days, 45 days, and more Grouped by Request Type" Tested in : MsSQL (SDP 8018) ,if you need any clarification please get back to us. Note : Please change the Date filter (marked in Bold Blue color) as per your requirement SELECT RequestType.NAME 'RequestType', SUM (CASE WHEN
Keywords for Service Catalog Searches
I understand the Service Catalog is searchable - is there any way of adding keywords to templates? E.g. I have a template to report a paper jam, and when searching for "paper jam" the template is shown in the results. However if someone was to search for "paper jammed" it returns no results. Can I add keywords for templates to make searching easier for users?
Migration of Data from TrackIT to ManageEngine Service Desk plus
Hi, We have 3-4 years of data in TrackIT, we need to migrate the data to Service Desk plus. Do you have tool for it? what is the best and easiest way to do it.
Linking service catalog to robo technician password reset
Hi, I have created a template for the robo technician to automatically reset the password for a particular user. I would like this to be one of the templates in the Application Login section of the Service Catalog. There is a default template to request a password reset for an AD account, but I'd like to use the one I have created for the Robo Technician to resolve. Is there any way of doing this?
SDP Disable categories
Hi to all, is it possible to disable old categories manually in SDP? Thanks in advance
Our site vs the demo site
We are on version 8 and have noticed that when we browse the demo site it works fine with the Google chrome browser but out local helpdesk site shows the quick actions bar all messed up and when we edit a request it popups a message saying Mozilla < 1.3 Beta is not supported!. We run our install on a windows box anyone else have a problem with this? Thanks.
Getting Total Count of Open Requests
Hi there I am trying to get a count of the total open requests either via API or RSS. I can do it direct in SQL but woudl like to avoid that option. Am i missing something in the API or is there no way to get a list of recently opened calls? Cheers JB
Adding Groups
Is there any way to create new groups? I only have the option of selecting the default groups of either Hardware Problems, Network, or Printer Problems.
change the group
Hi, how to change the group for a large number of requests? best regards, Denis
How define business rules on additional fields?
Hi, How do I define business rules on additional fields where the existing field, the value must fill in additional fields. Example: I created an additional field to report the percentage of completion of the request and that this field would be completed according to the status. Could you help me? Thanks Nestor
Can I enable all Requesters to see the Change tab?
We have internal customers (Requesters) that would like to be able to see Change requests (and raise change requests if possible). Is there a way to enable this? or do Requesters have to be promoted to Technicians to be able to do this? Regards, Tim.
Resolve and pickup notification
Hi Is there anyway to setup notification for technical in the same group when someone in group is pickup or resolve case? Thank you
Problem or Not?
We noticed today when you search for keywords under Problems it doesn't check the associated assets with the problem. Is this a problem? missing feature? or working as intended?
Request Time Spent calculated incorrect for sites others than Default Settings
Hello. I've created several sites with option "Copy Default Settings", updated Operational Hours and Working days, Requesters, Technicians and Technician Groups. When I create request by requester with new site, Time Spent calculated as Operational Hours are 24x7 but only for working days. For example: working days are Monday and Tuesday, Operational Hours 7:00 - 17:00. Request was created on Monday at 10:00 and closed on Tuesday at 10:00. Request Time Spent value 24h00m, but should be 10h00m. If
shipping address
Hi, Is there anyway to enter shipping address that is not associate with site manually? Or is there anyway to add more field for shipping address such as contact person, e-mail, telephone number Thank you
Missing Functionality
ServiceDesk Plus 8.0 Organization Details, Mail Server Settings, doesn't support Exchange for Incoming and Outgoing. I would purchase this product if it only had this feature. We don't allow POP, IMAP, or anything else. Can this be added
deleting program from laptop
This "ManageEnginePlus" program can not be deleted from my laptop, even in calling and talking to IT, problem still exists. I have no clue how to get, take or delete this program if IT can't help either.l
Creating to separate system requests with one pointing address for each
Hello every body. we have the service desk plus installed in our company and we have been using it. it's really a great tool which help us very much. they system is setup-ed and working fine. A new request raised from another department in our company which they work in a different way. from what they are requesting it look like that we have to change the layout of the system totally . what I'm asking is it possible that we have two different address for the system example : "Help" will be logging
wrapper.conf Java Heap Size
Hi I am running SDP on a server with 2gb memory. My Initial Java Heap Size is 128mb and my Maximum is 512mb. Is this enough or should I increase it? Thanks.
Survey Overview Report
Hello. How come...when a survey has a Satisfaction level Summary of 10, why does it show up as a 9 rating in the Survey Overview Report? From what I found on the forum, "rating, is nothing but satisfaction level." Much thanks.
Apporvals in service catalog
dears i have problem with send approval to department heads i configured everything in workflow of each service catalog and I'm sure from configuration when any user open request from service catalog should be after add request , approval email go to department head but this not happen , i want know whats problem ? & how i i can solve it ? note: in workflow i selected my manager and department heads and approval email go to my manager only thanks
SDP – any way of not creating a ticket when Email is received
Hi all, first posting on here so go easy on me ;) Not long started with current company and we have ServiceDesk Plus (7.6.0 B7600 – know it’s out of date), so I’m still feeling my way around the software and comparing it to other helpdesk software I’ve used. 1st question is …. Is there any way to set SDP to “NOT” create a ticket when incoming Email is received, basically we can get a lot of Emails from different people all on the same issue/subject (non-IT internal workflows cause this, nothing
Pending Issues
Hi, If issues are pending after half an hour later, I want service desk to send e-mails to the related group and their manager for escalation. How can I do that? Thanks,
No technicians in drop down list now I have implemented sites
Hi all, I have recently configured ServiceDesk Plus for the sites feature. If I create a new request, or click on the 'Edit' button on an existing one, the 'Technician' drop down list is empty and any existing technician assignment is removed from the request. All technicians are currently associated with all sites and also with the 'not in any site' option. I can set a technician when I am just viewing the request (and click where it says 'Not assigned') - then the drop down list is correctly populated.
DonwGrade SDP Build 8017 to Build 8016
Hi!! I need to do a bakup restore but the backup file is done on the build 8016, how can i downgrade the SPD build 8017 to build 8016?
Exchange Server with ServiceDesk Plus
Hi Support Team, Can we use Exchange Server on SDP without enabling POP service? regards, - Tuyen
Backing Up Data for Re-installation
What data needs to be backed up to re-install the server on Support Center Plus and Service Desk Plus? -Zack
New request using REST API
Hi all, I'm not practice about REST API, so I need some help. I'm trying to open a new request using http post method, but I don't know how to set the parameters. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request" method="post"> <input type="text" name="subject" value="test subject"> <input type="text" name="description" value="test description">
SLA
when I create SLA it will be applied to the newly created request as per the criteria. is there's a way to apply the SLA on the already exist requests.
Contract Mgmt - Maintenace Cost
Is possible to input a single asset maintenance cost? Regards
Is there a way to put ServiceDesk Plus Within an IFrame?
We have a corporate website and all of our other tools are integrated within it (dotnet framework) and the only piece missing is the ServiceDesk piece. It is really causing us an issue since this is the sole tool we use to log and track incidents? What is happening is when the Iframe is loaded, it is like it loses its CSS? Is there any way (fingers crossed) to fix this issue? ANY help on this would be VERY APPRECIATED!! Thanks Chad ~
outlook distribution list as attachment
When I attach an outlook distribution list to a service desk request, the attachment does not appear. All other types of attachments are ok eg word docs, excel spreadsheets, pdf's etc
Next Page