Cannot approve solutions as Administrator
I am the main Administrator for the Service Desk and I will be inputting about 95% of the tickets. I have two other technicians, however their roles are extremely limited unless I am on vacation, sick, etc. So my problem comes down to as I cannot approve my own solutions. I see right now that in order to have a solution approved that I inputted into the system, another technician would have to approve. Seeing as the other technicians will not have much use with the Service Desk, I don't want
Prevent asset scanning on "in store" devices
We schedule weekly domain scans of all of our Windows workstations. We're finding that it's trying to scan all of our workstations that are "in store." Is this supposed to happen? We were under the impression that "in store" meant the workstations are in storage and are not turned on or assigned to a user. Thanks!
Customise Purchase Authorisation template
Hi there, I can't find any way to customise the Purchase Approval notification template, example of existing template below: From: Service Desk [mailto:servicedesk@adstream.com] Sent: Wednesday, September 28, 2011 12:33 PM To: Subject: Submitting PO # IT11182 for approval Click the below link to approve this PO : http://servicedesk.adstream.com:8080/POApproval?dId=pvOJUh1EqzgEkRtL0pX15k5mspTbvwKD9EFbxbvGpdJ3pyV86wdlxENOgZpp1oZh&app=-17_-39_-116_109_8_37_-27_-9 -- I'd like to be able to customise
New to SDP Requirement to import part of Active Directory
Background. I am local support to arround 120 staff and the PC's Servers printers laptops ect that they need to do there day to day job is specialised so we have local support arangements ( me and my team ). We are implementing Service desk to combine our IT inventory and start call logging so we can monitor our performace and that of our support suppliers. Now we get to the BUT, we are part of an AD with arround 8000 users and assocatied bits and bobs So my question is is there a way that
Little customization
If I want to edit some of the pages, like hiding buttons, where could I find the location of these jsp pages?
If I have to close a ticket can be reopened
If I have to close a ticket can be reopened
External Emails
Is there a way to turn off sending e-mails to external addresses? We use ServiceDesk for our internal users but occasionally some external customers also email to the e-mail group that ServiceDesk generates requests from and we don't want the e-mail notifications going out to our external customers especially ones who use another ticketing system as you can imagine the loops that occur. D
Service Desk Port
How can I change the listening port for the service desk. thanks.
Is there a way to send email notices in plain text?
Many years ago this was the default, now they are sent as HTML but some of our messages go to cell phones that can't translate and i'd rather have plain text. Is there somewhere we can change this ?
Duplicate Requester Entries
Hi, Something happened to our primary domain controller and had to switch to a different domain controller. SDP was changed to point to the backup controller, after which an AD scan was done. Now there are duplicate entries of the requesters. How can we resolve this issue of duplicate requester entries ? Thanks much, Jon
Automatically fill fields from an email?
Sorry if this has been asked a lot, I did not find a recent post about it... Is it possible to fill out a field based on the text in an email? For instance, the user fills out a form with a location and date/time, and have that information automatically entered into a custom or default field in Service Desk Plus? Thank you!
Problem with email command - add request not populating requester email
Hi, We have a form for online email submission of requests to service desk version 8.0.8016. The email command functionality works well by and large, but does not populate the requester email address in a minority (5%) of cases. When we first implemented the forms, we were on version 7 and the email command documentation advised the use of the @@REQUESTEREMAIL=@@ tag in the body of the email address. The administrator's guide in the new documentation says @@REQUESTERE-MAIL=@@ instead (note the
Creating custom action
Is it possible to create custom action for request? I mean actions in submenu on the right, where are "start timer, add notes, submit for approval, etc" located.I want to create an action to send "submit for approval" directly to one user, without entering his email in standart approval dialog box. Thanks.
Archiving
Is there a way to manually are requests? Also is there a way to archive change requests?
Requester domain name change
Is it possible to change the domain name in a number of requesters' email addresses at the same time? We have about sixty requesters who have changed their domain name from xyz@company.co.uk to xyz@company.com. Of course at the moment each time they send a request through it is creating a new account for them. Can we change them en masse to the new .com domain and possibly identify duplicates (for deletion) at the same time? Thanks in advance - Terry
Local administrator account
The domain controller configured in Servicedesk is no longer available. We are unable to logon to service desk to change the LDAP settings. I have found the article in the FAQ on how to reset the local admin password but when I run the initial query to enumerate the users, it only returns the configured LDAP users and not a local administrator account. How do I recreate the local administrator account, or how do I change the LDAP details from a SQL query? Thanks
mysql to ms sql conversion, data retention
when you change your db to ms sql from mysql does the conversion script retain configuration and ticket information including counters? /kdl
Agent Version
What is the current version of Agent for ServiceDesk Plus? As in our network we seem to have 4 different version's 1.0.4-1.0.7 and on my ServiceDesk screen it shows latest version as 1.0.5. I am gathering part of the problem is we are also currently running Asset Explorer which I gather is the cause of the wide range of versions. But this is causing a problem for as when our customer support group tries to remote control peoples computers they are not able to connect to people who have different
servicedesk/facilitiesdesk on same server
Hello - Our facilites department want to purchase the facilitiesdesk software. We already have servicedesk on our management server - is it possible to have them both installed on the same box, or is it not recommened? We use mysql db's. thanks Pete
Asset Management
Perhaps for the next update... when creating Dynamic Asset Groups, could an option be to automatically assign to a group based on Asset Name? This would make filing assets much easier.
Email assigned technician when request is closed
We're using SDP 8015. Sometimes we will ask other technicians to take a look at a ticket, but we won't necessarily assign the ticket--it's more of a "four eyes are better than two" kind of thing. Is it possible to send an email to the assigned technician when the request is closed by another technician? I saw the notification rule for sending an email when a ticket is closed--but it seems to go to everybody--we just want to send an email to the assigned technician. Thanks!
Migration from BMC, Frontrange to Service Desk Plus
Hi there, Is it possible to migrate from the above mentioned? Kindly revert soon as I am evaluating these softwares; Cheers,
migrate just 'Requester' and 'Technician' data from one DB to another
Hi All, Currently I use SD+ v6 with SQL Server 2000. I want to migrate to the SD+ v7.6 with SQL Server 2005. How I can backup and restore just 'Requester' and 'Technician' data from old DB to the new one?? this migration process will left old ticket data in old DB (sql 2000) and starting with new ticket data in a new DB (sql 2005) but with the same Requester and Technician detail. Thanks. -Tamam-
Error in updating assets
Hi, When adding assets to workstation in IT Asset manually it gives an error "java.lang.Exception: Product Type Not compatible".help me out from this
Updating SDP Agents and Remote Control without Active Directory
We dont have any installation of Active Directory and Workgroup etc. We have deployed SDP with agents. Since the environment does not have an Active Directory installation, any updates to the agents is not possible without physical visit to the client. Also any installation of fonts etc is not currently possible without a physical visit. All the users in our environment are mainly using the account with Administrative privileges to login locally and use the PCs (either built in administrator account
change notification URL access
Hi, When I send a notification about a change to someone who is 'only' a requester they cannot access the URL that is embedded in the message like http://sdp:80/ChangeDetails.cc?CHANGEID=204 is it possible for a requester to look at the change in a readonly form (just like a cab member when he is asked for approval) ? Kr, Ronald
how to open service request with a requester from Service Desk plus?
Hi Folks, I hope you all will be going great. How to open service request with a requester from Service Desk plus? Regards, Shah Hussain
Category in SDP 8016
Hi, business rule only work if you've created it in the default site, i've tried it under a specific site and didn't work. any clue?
8016 Hotfix Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the enhancement done in this hotfix ( 8016 ) release. SDP-40726: Requester can able to select the Service Request Approvers, while raising the Service Request. And by default the approver field will be moved out of the SR templates. And if required, this field can be dragged and moved into the SR templates. By default users who are
Service desk login domain list
dears, when the AD authentication is enabled on service desk plus. when you try to login to the system. before typing your user name : the drop down menu will show list by all domains that is available to the system. but when you start typing the username. the drop down list will only contain the domains which you have imported requester from. I need the login page to show only domains which i have imported users from as requester. is it doable.
AD imported requester Details not populatuing on new request
I have imported the users into SDPLUS from AD However I have a couple of users that although they are in the system as a requester with all thier details ie: e-mail address telephone number when i try to log a request for these few users thier details are not populated in the request details ( including thier e-mail address ) as such no notification are being sent to the user can you advise ?
Customizable Dashboard
It would be a nice feature (esp. for technicians) to be able to customize the dashboard. The real estate on the page is valuable. I would like to see a version of the My Requests Summary for Unassigned Requests. I do not find the PO Summary very useful, this could be easily run as a housekeeping report. The option to choose what you see in each 'block' of the dashboard is a better way forward than a direct change. Keep up the good work.
Dasboard in SDP
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Site automation equipment allocation
Dear How can we ensure that machines are discovered by the SD automatically assigned to a site? For us ideally to take the site with the AD container name. You can check if this is feasible. Jose
Does ServiceDesk Plus
Hi I am new these products and org, I downloaded the ServiceDesk Plus product and tried out. I was looking for customizable a user defined forms with standard data types (Integer, String, Timestamp & etc.,). Was expecting web service integration , but it has external integration using restful API (very much impressed). Does these custom forms have import/export capabilities? we work with COTS tool like remedy for our customers, So just gone thru portal/product. It
Mandatory field (Group) on Incident form not being retained when entered
When creating a new incident request and the Group field (which is mandatory) is completed, when the Add Request button is pressed, it displays 'Group cannot be empty. Please enter the required fields'. The second time it's entered, there's no problem - could you advise please? Thanks
mass email
Is there a way from either a technician login or admin login to send an email to every requester? I'm looking for a way to send out notifications to helpdesk users that the system is going down to upgrade. Such an option exist?
Transfer Servicedesk test environment to production
Question: I am working in a test instance of Servicedesk, testing a reimplementation of our entire global Servicedesk structure. I'd like your thoughts on the best way to approach switching the new implementation to live production instance. My test environment is a 'snapshot' of the production environment but obviously there will be a whole bunch of live requests that are not processing into my test snapshot whilst I test and re-implement settings etc. I consider the changes required for re-implementation
Inventory module
Dear: At my company we are updating all computers. On a computer that has Windows XP, we have to clean and install Windows 7 The Inventory Module keeps coming to me the previous name of the computer had Windows XP. Currently, the computer has Windows Seven. As I can clear my inventory?
Report: percentage of requests resolved in 1,2,3,4 5 days
Hi Hope somone with some SQL know how can help. I would like to run run a report on the percentage of requests resolved in 1,2,3,4, 5 days or OTHER? We are running MSSQL. Tim
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