API and e-mail requests managing in non-latin language
Hello everyone! Does anyone (or developers) tested API requests and creation of tickets via e-mail with usage of non-latin characters? I mean, categories, requesters names, technitians names and other parameters we have not in latin language, but in Russian characters ... And i'm getting troubles while working with API-requests (and also with creation of tickets with e-mail) when providing some parameters like "Заявка на выполнение работ". Any help or imformation...? Thanks.
Question about Hotfix 8011
Hi everyone, I noticed a change in the way work orders are handled now with assets. In the readme file for the hotfix it says "The assets that are associated to a requester will no longer be avilable directly in the Request details page. A link will be available for that near the Requester name in the 'Requester Details' section." So now every time a work order comes through, we have to attach the asset back to that requester if we want to have a history of what was done to it. While it's no big
Spam filter bug?
Hello. Here is my spam-filter settings. But when I send any e-mails with "SDP" subject, they are getting blocked. And in log i get message "[14:59:04:128]|[06-03-2011]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[SEVERE]|[45]|: Mail Filter condition matched. Hence not creating a new request." If I set condition in filter to "SDP" (not "SDP" or "##") then e-mail are not getting blocked and requests are creating. Please help to overcome this issue. Thanks.
How to add a notes to incident template
I want to add a important notes or information to a incident template to see the requesters. How can i add it.
Manage Engine Service Desk Plus Upgradation
Hi Friends, I have Manage Engine Service Desk plus 7.6 build 7611 installed in my Organization and i want to upgrade it on 8.0 build 8011. i want to know that is that possible..? If Yes then please let me know how can i do in-place upgrade of my manage engine. Thank You, Mahi Jhala
REST API using Zend Framework
Has anyone attempted to use REST in order to consume data from ServiceDesk? Here's a sample of how I'd expect the syntax to go: $client = new Zend_Rest_Client('http://192.168.1.1/sdpapi/request/'); $data = array('TECHNICIAN_KEY' => '89921878-F6A9-48B7-9676-4F8816EEC6E5', 'OPERATION_NAME' => 'GET_REQUEST'); $result = $client->restPost('/sdpapi/request/9567', $data); echo $result; Running this returns the following XML: <operation name="GET_REQUEST">
change close notification mail
how can i send the change status field in the notification mail. also i need to know is it possible to send this notification mail. if the status were set to "Rejected" or "cancelled". thanks
How to attach file to service request?
I have just created a test service request from the service catalog. When I created the request, I had the option of attaching files to the request. After I have saved it, I can't find where to attach files (I'd like to attach some PDFs of confirmations,etc.). Is this possible? Thanks!
Technician need to pickup the ticket mandatorily
Hi, In our setup we have observed that before pickingup the ticket the technicians are changing the ticket status to in pending or resolving.Can we make the pickup option as mandatory so that we can make sure that no ticket will be closed as unassigned. Please provide us a solution ASAP. Thanks & Regards Silsha PV
Email Notification upon request DELETED
Hi, I understand there are notifications send out upon a request being created, updated, closed etc. Is there notification for request deleted too? Thanks!
Convert Incident to Service Request
Hello, I'm wondering if there is any way within the ME SDP web interface to convert an incident to a service request. We have traditionally only used the New Incident component to deal with all incoming requests, however we're hoping to start using the Service Requests to better keep track of what we need to do. The nature of our business requires that there will be service requests that remain open for many months. Currently, these long term service requests are clogging up our incidents and we
Move DataBase
Does anyone have a simple, step by step, procedure for moving the ServiceDesk Database, logs, etc. I currently have ServiceDesk installed on the C: partition of the machine and would like to have the data storage on the D: partition. (I need to move the data for all my AdventNet applictions)
Cannot see all requests assigned to a group.
I have an existing technician group, existing members of this group can see all requests. When I assign a new member to this group they can only see a portion of those requests. I have checked the configurations and cannot determine why this is happening. Currently on SD Plus 8011.
business rules and workflow
A few questions on automating how ServiceDesk works 1. Is there anyway for the application to detect the mode of contact and auto populate this field? for example, we will default the mode of contact to phone unless someone emails 'helpdesk@ourdomain.com' then the system would recognize this and populate the mode of contact field with email... 2. I wouldl like to have the DueBy date set based on the Priority. I can now use business rules to set the priority based on category and subcategory,
Multi Domain Support
Hi, We have 3 sites, example Site A, Site B, Site C. Each site has different domains, ex. DomainA, DomainB, DomainC. For example, SDP is installed in site A so importing requesters from DomainA is easy.. How about in other sites with different domains? Can SDP scan Domains in other segments? How about firewall configurations? What ports are to be opened to be able to import requesters from other sites and be able to connect to the SDP. Your response is highly appreciated.
Request summary report
Hello, There is a report on the dashboard titled 'Request Summary' I need to replicate this report on the report wizard. I've tried several options on the report wizard but not able to get it. Can anyone help out. Does anyone have a query for this? I am able to generate reports for the month, but the values on the X-axis are (closed,open, on-hold, and resolved). This report here gives me an overview of requests overdue, inbound and completed for the month... Please help!
Caracteres
Hello. Just wanna know what is the limit of caracter of the Note Field and Reason field. :) Just it Thanks in advance.
Support MS-Exchange Server Mail Settings?
Dear All, Our customer receives the mail though MS-Exchange Mail Server (is not SMTP Server). How to configure MS-Exchange Server in Mail Server Settings of Admin tab? Thank you in advance.
Issue losing attachment/pictures from older tickets
Hi All, Do you have any known issues where pictures/attachment are lost from older tickets? The picture object is marked X and the picture cannot be seen. Our servicedesk build: 8.0.0 build 8003 Regards, Ryan
Outcoming mail, time elapsed for notification in SD+
Hello, In SD+ Enterprise we configure the mail server and works OK, but some notifications take too much time to get out from SD+ You'll see, we make some tests with the same mail server configuration in Outlook, the same mail server, ports, protocols, user, and one mail goes around less than a minute. But when we program a "picked up yet" notification within a minute sometimes take up to 10 minutes to show, why? Meanwhile we send two or three mails thru this mail account, so we could see if the
Request vs. Problem vs. Change
Does anyone have any real world examples on when something would be considered a "request" vs. a "problem"/"incident" vs. a "change"?
View user name under Requester Details
When viewing a request, is it possible to add the user name to the Requester Details pane?
Email Notification After Business Hours
Hi, can I set up a email notification to my standby technician if a request is opened after business hours with a certain priority ? thanx, Ronald
Is it possible to associate an incident template to a specific requester email address?
I would like to associate alert and notification emails that come from specific requester email addresses (e.g. alerts@abc123.com) to a specific incident template. Is this possible and if so how is it done? Rob R.
Mail fetching format
When I use the fetch mail function in SD+ and the fetched / imported mail is formatted with some fancy style with tabs and some extra lines it looks very different from the original when i view it in the SD+ request que. Is there a way to change or keep the format of imported / fetched mail? I use SD+ 8010 with SQL 2005.
i m using your helpdesk software in my company, but through that i am not able to send email to public domains, within the internal network i can send emails properly.
i m using your helpdesk software in my company, but through that i am not able to send email to public domains, within the internal network i can send emails properly.
One service desk for two departments
My situation, that we have two departments with separate helpdesk and management, and have one service desk installation. Can two departments use the same service desk that will require monitoring two email accounts and two administrators? Any help would be appreciated. Best, Jac
Technician Notification
Hello everyone. I wanna know if there's any way to make the technicians accept the ticket of the client. Ok, here is my problem: I got a ticket that was opened by my client, i wanna know the time between the ticket opened and the time that my technician really start to work at the ticket cause I wanna know the lag between. if that function already exist please please someone could help me to find? thanks in advance.
SLA Notifications only on Operational hours
Hello Everyone I'm having a problem with the notifications of SLA. I receive a lot of emails of SLA scalation on Saturday and Sunday and i want to know if there's a way to configure my SLA to send scalation emails only in the days that I configure on my operational hours, that will be on Mondays.. Friday between 8 a.m and 6 p.m thanks.
Change name "System" on View Requester Coversations
Dear All, Please help me configuration change name "System" (Send mail From: System) on View Requester Coversations. Thanks & best regards
Any way to create a Reocurring Ticket??
Hi, We have some tasks which need to be done on a regular basis. Ideally, a task could be scheduled and then reminders sent to the technicians to get it done before the weekly deadline. Is there a way to do this in SD or is this really a feature request? Thanks, J
Inconsistent change detected in date settings.
Hello, We receive the message: "Inconsistent change detected in date settings. Please restore original date settings" We tried to start it from the command line but same error. When we change the date settings to one month forward, we can succesful start the servicedesk. We change the date settings to the write time, after a day servicedesk will stop functioning. We have a vaild license. Can some one help ? Thanks, Pim
Use up a Technician for REST API Requests
Hi, We are going to make use of the REST API to add requests from a website we have to servicedesk plus. We only need it to add requests. My question is do we need to use up a technician license just to create an API key that can be used by this process? I don't really want to use a real technicians's key for this.
Set remote control settings to "do not prompt user" by default
How can we set it so when a new workstation is added, the remote control setting is "do not prompt user." I know we can change this setting easily, but it would be easier if we could just set this to the default. Is this possible? Thanks!
Mode not set to Web Form when users make their own requests
I have modified the Default template for generic support requests. For the "Technician" view, I have set the mode to "Phone Call". For the "Requester" view, I have hidden the field. However, when requesters submit requests, the mode is still set to "Phone Call." Is this because I have set it as the default selection for the "Technician" view? I thought it would get changed automatically depending on the method of request. Thanks!
Expiring workstations
Is there anyway to get a quick view of workstations which will be expired in a certain time?
CUSTOM FIELDS IN CONTRACTS?
Hey Guys, I'm running version 7, and lovin it. But! is it possible to add some custom fields in the contracts function of the application? i would like to add a couple of drop down fields that can create some kinds of categories for the contracts module. Now that would be awesome. Paul
Use of Helpdesk in Desktop Central
I want to use the Helpdesk-fucntion in Desktop Central. I configured "Service Desk Plus". Everything is fine, except in Desktop Central under "Authentication details". I need to generate a key. I try to folow the instructions provided by Desktop Central, but I don't see the "Desktop Central Server Settings" under "General" block in Service Desk Plus. Is this only visible when you pay for it? Thanks!
Inventory attached printers?
I'm evaluating SDP Pro--it has done a great job of inventorying our workstations and servers, but I can't seem to find a way to get a listing of all the printers we have attached to the workatations. Is this possible? I thought it would show up on the Printers link, but no printers show up. Thanks!
Category, sub-category, and items
I'm planning my my category tree and I have a question about the category, sub-category, item relationship. I plan on adding a "Hardware" category with the following sub-categories: "Blackberry, copier, check scanner, workstation, printer, monitor, scanner, other". Do I need to have items associated with each of these sub-categories? I don't know what else I would include as items because this would become too specific. For reporting purposes, do I need to add items? If I run reports, would I simply
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