Import Asset Info from Spreadsheet?
Is it possible to import asset infomation from a spreadsheet or other types of forms?
Assign Component to Assets usign API
Hi, i'm trying to import assets via servlet api. I can add asset and component just fine but i could not understand how to assign a certain component to a certain asset. I tried using the "assetToAssociate" field. I also tried "assignAsset" which is not documentent in the docs but you can find it in the example form for some kind of reason. I'm trying to register each component putting those field equal to the parent assetName, but that does not work. What kind of procedure i have to follow to
REST API only supported from ServiceDesk Plus 8.0 and above?
Hi, I noticed that under SD Plus 8.0 release notes there is this statement. Please refer to the screenshot below. Is it true that SD Plus 7+ does not have this feature? Thanks!
attach file
how can I attach a new file to an open incident? The tool only allows me to enter notes
Transfer all DATA from AssetExplore to ServiceDesk Plus
Dear support I currently use the software AssetExplore, and my company wants to use the ServiceDesk Plus Professional Edition I want to transfer all DATA from AssetExplore to ServiceDesk Plus Professional possible? and the operation step by step instructions help Thank you
Remove a workstation automaticly by updating?
Hello everyone, I have a question and I will be pleased with the answer. Lets say there is a workstation in a company and servicedesk checks the workstations in a period of specific time. If the workstation removed from the company, servicedesk will remove that workstation automaticly from list of the assets after the last check??? Regards..
SDP 7.6 ticket correlation
Hello, is it possible correlate two or more ticket with another one? I tried the "merge" feature but is not usable because the tickets are merged to one. I need to related each others without lost the informations. For example a network outage can involve more services and the users can open tickets for any of them (mail, database and so on), then will be useful have the root cause ticket about the network and the other ones related to it. Thanks
Custom favicon.ico
Is it possible to have a custom favicon.ico in SDP?
Bug with $RequestLink variable
I am using SD+ 5.5.0 build 5505. There is a bug with the $RequestLink variable in the email notifications. When I try to make a change to a notification template, even when I don't actually make any changes (open the template and immediately click Save), the link gets messed up in the database. The link should look like this in the database: <a href="$RequestLink">$RequestLink</a> Instead, it adds the server website address in front of it (in this case, the server is named svcdesk): <a href="http://svcdesk/$RequestLink">$RequestLink</a>
How to turn off Email templates
I would like to turn off some of these templates , how i can do that ?
Service Desk - Problem with Preventive Maintenance Tasks
Hi, I've got problem with preventive maintenance tasks. I've got 47 tasks and most of them are generated daily. They're monitoring steps and our daily processing tasks. I've observed that sometimes not all of tasks are automatically generated (!). The tasks were prepared instead of paper checklist and to monitor if every task is completed before overnight batch processing. (if not, there could be serious problem related to business). Please provide information where could I find logs of task generation
Which SQL versions are supported?
For version 7 which SQL versions are supported?
Software Audit - underlicensing
Hi, we are about to undertake an audit of our physical assets as recorded by ServiceDesk Plus and I have a question around how a product is detected as licensed/underlicensed: Does SD only consider a PC underlicensed if it has the state "In Use" or will it consider it underlicensed if it is in any state, including user defined states? Ideally, we would only wish to consider items In Use as requiring a license, not In Store. Thanks, Ade.
Spelling error
I'm running version 8.0.0 Build 8010. On the Contracts page, if you look at an existing contract, the Assets section heading says: Assets(s) And it should have a heading of: Asset(s)
problem sending notifications from a problem ticket
Using the latest build When I select the notification button in a problem, I cannot send the email. It seems like the smtp server being used is not the same smtp server set up in the administration>mail server>outgoing mail server settings Note that we can send email through incident tickets without any problems, just not in the problem module
Problem while discovering the workstation
Hello, Sometime while we are scanning the network at SDP, we are having problem while discovering the workstation message. When i check the troubleshooting steps. There is any specific troubleshooting steps for this message. What can be the cause of problem while discovering the workstation and related troubleshooting steps? Thank you.
Tasks assigned to a Request
I have a request template for employee termination. In the subject line of the request I put the employee's name that is being terminated. How do I get the subject of the ticket into the assigned tasks that are emailed to the assigned owners so they know which employee to perform these tasks on? All that is emailed right now is the description of the task.
Responded time
Hi, I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment. We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work. I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email
One site, multiple time zones, how to handle SLAs?
Hello. We are new to SDP and have not yet rolled it out to our users yet. We are a smaller company, with requesters spread throughout the USA, hence different time zones. All of our Technicians are in the eastern time zone, except for 1. He is in the pacific time zone. We cannot use sites because all of our users need to be able to view all requests. Therefore we have 1 region, USA, and 1 site, Everyone. How is the best way to handle our Service Level Agreements? Because if my California Technician
Compare products
How do users compare other Help Desk products (like SpiceWorks or Enterprise Wizard) to ServiceDesk Plus? I am demoing SeviceDesk Plus and I like the features but - SpiceWorks is free.
hide requester name column from all requests' accounts
Hi all , Excuse me , is there a way to hide requester name column from all requests' accounts that apply from admin screen I know how to hide this column but i have above 500 requester , it's not logical to edit all these 500 !! Any idea to do something from admin side and apply to all ?
API to list all requests
Are there any APIs to list all requests? If yes, where can I find the details? Many thanks.
PO Status Changes
Good Afternoon, I had a question about issues with some quirks I was noticing in the Purchase Order section. It seems that if that I change anything inside an approved PO (whether it's just a note saying it's been purchased, or whatever), it changes the status of the PO to "Pending Approval." Is this the case? It would be nice if we could make it so that when only things that are "required fields" get changed, it needs to get re-approved. I think that would encompass most important things (PO
Re-mapping fields in Active Directory Import to SD+?
Is there a way to change the AD Field Mapping "Office" field to SD+ "Sites" to the "Company" field in AD?
AD Domains and Login **URGENT**
I just run the upgrade from 8.0.09 to 8.0.10 and now there is no domain option in the login. I do not know what (if anything) the admin password would be as I inherited this system only recently. No one can log in. We are running Domain Sync but not Domain passthrough. Brett Bridger
Reply or Forward a Ticket by SDP mail command
Hi, How can I Reply or Forward a Ticket using SDP mail command? Thanks
Version of Tomcat bundled in SD+ 8?
All, I need to provide information regarding the web server used by SD+ version 8. We have SD+ installed on a VM running Win Server 2K8r2. I understand SD+ is bundled with Tomcat. How can I check the version? Thanks in advance! Thierry
UK partner?
I've used Servicedesk in a previous role and I'm hoping for approval to implement in my new company. I'm pretty sure that we dealt with a UK based company previously but I can't seem to find anyone on your website - do you no longer have a partner here? Thanks
Bogus Domains in Login
Ever since we've re-established our link to AD (AD Authentication is on, Pass-through is off), the login screen has two additional domains listed that we do not use. in addition, there is no "local" option for those requestors without a domain to use. Is there soemthing that can be done? Thanks in Advance Brett Bridger
technician permissions
hi please i want to ask if there is any possibility to prevent technicans from modifying tickets except changing the status of the ticket to "resolved" only because when i check the box "Resolving Request" i realized that the technican will be able to modify most choices in the ticket so please advice and thanks in advance
linux auto start script for servicedesk
hello, I was wondering if there was a script available to be able to start servicedesk on boot for linux thank you Naynesh
Conditional Access to Set Certain Priority Levels
We would like to see a feature where we can define a priority level and specify that the priority level can only be set by say users with the SiteAdmin role. There are cases where we do want to be able to assign a request a longer than usual SLA but we want to restrict who has the ability to apply this SLA so it is not abused.
Mail To email address used to create request
I need to find out what Mail To email address was used to create a request. Where in the database is the Mail To email address used to create a ticket stored? Thanks! Frank
Is there a way to show dashboard by groups?
As we have numerous groups that are managed separately, we would want to have dashboard only show stats per group and not overall.
updating error
hi i am having a problem when i am trying to upgrade servicedesk plus from Build 8007 to Build 8010 the problem is that when i import the ppm file from the updatemanager.bat the prosses immediately stops and then a message appeard :"error occuerd" without telling the reason of this error so please assist me with this problem urgently and thanks in advance regards
Application Manager
Hello ManageEngine, We have hired an applicaiton manager for a specific ERP application. What I am trying to accomplish is the following. - Let the application manager log in to Servicedesk Pro as technician. (easy) - Show him only the calls assigned to him. He must be able to view / edit / close calls etc. - He needs only the technician rights on the calls assigned to him. - He should get mails when a new call is assigned to him. I have setup some different sites but the are not sellectable in the
How reconnect to a deleted (and reimported) requesters old request?
Is it possible to reconnect a deleted requester that is reimported ones again from AD but getting a new user-ID (by design) in the database table "aaauser"? Isn't there any way to merge or change the users ID so the reimported user can inherit his/her old requests? Could it be possible with some SQL-commands? Regards Gus
Tasks and ServiceCatalog
We are planning to use the ServiceCatalog. In the workflow tasks are a major element. A bug found is that in these tasks the field GROUP is available but the selectionlist is EMPTY The list technicians is normaly filled. When creating a task in a normal request those groups can be correctly found. We are using 8004 in production and 8005 in test. Can you please correct this in the next release? Because this is absolutely necessarily needed before we can use the ServiceCatalog. Best regards Mark
SDP 8.1 beta?
Is the SDP 8.1 in beta yet and how do I participate in it? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
Requests being duplicated
We have an issue where requests from certain people emailing in will duplicate as shown below. They are not sending the request twice and it only seems to be an issue with requesters from a particular site but only happens randomly not always
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