Best practices fo managing multisourcing efficiently
How to manage different suppliers using ServideDesk, in order to meet the overall SLAs. Any idea is welcome! Thanks Roberto
Custom Field Default via E-Mail Generated Ticket
Hi, We just upgraded to SDP 8.0.4, and are having an issue with a custom field when a ticket is generated via e-mail. When an e-mail ticket is received, our custom field "building" (which is a pick list) is set to "0," which is not one of the available selections. In previous versions (7.6 and older), it would simply remain unset since the e-mail did not contain this info. We have another custom field that's a single line, and this remains blank as expected. The attached screenshot should help
SDP 7.6 restore error
Hello, I'm trying to restore a previous backup after a system crash but I get the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%) =================================================== Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurrences (WORDHASHID,COLUMNID,WORDCOUNT) VALUESnull java.sql.BatchUpdateException:
problem opening attachments with Chrome
Hi, I'm guessing that SD+ isn't certified for Chrome, but I'm wondering if anyone knows of a workaround for this problem. When trying to open an attachment in SD+ > Requests > In the body of the request, using Chrome it doesn't immediately launch the attachment, downloads a file called HdFileDownloadServlet. When I launch this file Windows doesn't recognize it because it doesn't have an extension. If I choose Chrome from the "Open With" dialog it will then open the extension just fine. SD+ 8.0
SDP - Database documentation/reference
Hi, Is it possible to get a detailed database documentation/reference for Service Desk Plus? I would like to know what information each table contains as well as relations between the tables. Thank you, Miron
Handling New Hire forms or creating special templates inside of Service Desk Plus
I've been tasked with what I think is a mission impossible request. Currently my company uses a MS Word form with check boxes, open fields for comments, etc for bringing in our new hires and I wish there was an easy way to import that form into SDP. During the Manage Engine User Conference in San Francisco last week someone said you could use the API for importing and exporting but that's not something I have any experience with. My question for the M.E. Community: Has anyone else been tasked with
REF point of Custom_LoginLogo.gif
I am trying to integrate our company logo into the login page, however the default image size is set to 252x61. We would like to make it larger than this image, however I cannot find the reference point for the file Custom_LoginLogo.gif. Would it be located in the CSS, and if so which one?
Translation Problem Italian version
Hi, Just signaling a few mistakes in the Italian translation of ServiceDesk. In the italian version the "Asset ID" in the ti ticket request is translated as "Workstation ID", which is not entirely accurate since we associate not just workstations to the users and this create confusion. In the Mail configuration to start and stop the fetcher there is a "INIZIA RIEPILOGO" and "FERMA RIEPILOGO", which in Italian just doesn't make any sense at all. Better to place something like "ATTIVA" and "DISATTIVA".
SDP - Send notifications to administrator/assigned technician when request's SLA is violated
Hi, How can I configure the SDP to send email notifications to administrator/assigned technician when a request's SLA is violated? Thanks! Miron
automatically assigning a computer to a site
We have a lot of site in our Service Desk Plus. ís it possible assigning automatically the computer to a site when it scaned with the manage engine agent? could be by ip, computer name.
8010 ETA?
Any word of releasing 8010? We have been anxious to fix the Software Manufacturer name editing so we can get software metering to work. Thanks.
Deleting a group
Hi, By deleting a group would this in any way affect the previous history of calls logged and closed to this group? Also would it affect the history of any calls that are active that were previously assigned to that group but have now been re-assinged to another group? Thanks
View Additional Columns
Is there a way to view the "Acquisition Date" column when looking at my entire list of Workstations?
Software Installation Count Question
Is there a way to create a report that lists software by the number of installed instances within our environment? I am trying to create a report of the "most used" software. Thank you!
Mysql query for volume name, disk size, free space and used
Hi, I'm looking for a way to run an Mysql query for volume name, disk size, free space and used, can anyone help? Thanks, DC
FAILURE :Modification of the Email Settings was unsuccessful.
Hi! I've got problem when changing Outgoing mail server in ServiceDesk Plus 7.6.0 b. 7606. When I'm trying to change SMTP server info an error appears: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,276,672,373,093.
Request Closure Notification
I am currently using the feature to notify technicians when a request is closed: "Send e-mail to following technician(s) when a request is closed." However, the technician closing the request does not receive a notification. Is there a way to allow notifications to be sent even to the technician who is assigned/closes the request? Thanks.
Service Desk 8.1 Release date?
We are starting into Change Management and I see that 8.1 is on deck with improvements to the CMDB and Change Request features. Do you have a tentative schedule for that release at this time?
Relationship between request status and the "close" process
When a technician is viewing a request and the "Close" option is chosen from the action menu, the closure window opens as expected prompting for fields like requester acknowledgement, closure code, comments, etc. If the current status of the request is still set as "open", when the this process is used, the status is automatically being updated to "cancelled". Perhaps this is by design, but I'd like to be able to control how the status value is updated when using this "close" procedure. It seem
What time is AD Import scheduled?
Hi all, I need to know what is the time when the Active Directory is imported to Service Desk application. Regards
Automated API Requests and Notifications
We have setup auto alerts from a nagios monitoring setup. Alerts are automatically submitted via the API for ServiceDesk. However, this also generates an email reply when notify requestor is set. I am not finding any location in which I can select to turn that off. I want to keep notify requestor enabled, however I don't want to get the failed messages error when it tries to send to a NULL email address or to an email address that is non-existant. I don't want to setup a junk box that will receive
Need to report off of Send for Approval
We recently began using the submit for approval process in Service Desk. That functionality works great. My question is how can I report off of that information? I don't see those fields available when I try to create a new report. For auditors we need to be able to give a report detailing that the approvals are being asked for and given (or not). I appreciate any assistance.
Record Lock Requests
when a request is being viewed/edited can the system lock out other technicians from viewing/editing the requests? Or is it possible to incorporate a warning message to advise that a technician is viewing the record?
Asset visibility
Good morning, I was wondering if it is possible to delegate control of asset managemt (e.g. add, modify, deletion end visibility) of asset depending of tecnician site, region or group. At the moment we would like to split network asset management from the rest, but everybody who access to the assett part has access and visibilty of everything. Is it possible to change this behaviour? Thank you
Translation mistakes for french version
I have noticed some mistakes in french translation. Some are important to fix because can lead to misunderstanding. So in this case, how should i proceed? Open an issue or post here? Thanks, Mathieu
Service catalog in V8.0 select approver
In the selection box to chose all the approvers there is a $DEPT_HEAD$. Who is this DEPT_HEAD and are there other possiblities to dynamicly add approvers? Best regards,
Can't run SDP on Linux box
After install SDP 8009 on linux box it works in first run, but if it stoped it doesn't works. Please help
Binding software license to workstations
How can we bind an added software license to an existing workstation? Or is it possible? Thanks for your replies. Deniz
Service desk redundancy
Hi, we would like to deploy service desk plus 8 into production. To do so it would be important to have redoundant configuration, with at least 2 front ends e 1 or 2 back ends. Where can i find information regarding to accomplish that. Thanks
forgot administrator account
Hi, please help me ! i forgot the administrator user name and password ... just one admin have full control . please help !!! :(
Business Rule Issue
Hi All, How can I set a business rule that a new request related to a particular category move automatically to a related site. Quick response will be appreciated....
Software Inventory - Adobe Reader Version 5 vs Adobe Full Version 5
I'm really hoping someone can suggest a solution to prevent us from having to go around an manually touch over 800 computers in many different States. I know Adobe Version 5 is an older version of Software but some of our instrument software is older requiring us to keep it around. The Problem: When a computer is scanned and it has either Adobe Acrobat Reader 5 or Full Adobe Acrobat Version 5 they both show up as "Adobe Acrobat 5". We have no way to tell what is the Free version of the software
Retrieve technician information + dashboard
Hi , I have two questions, please First : if i log in to my account as a technician and i start order a request my information not auto retrieve from Active directory ex : " my name , my department , my job title , ....... etc " in this situation i need to enter it manually . So, how it can auto retrieve ?? Second : i would like to view dashboard in way that actual reflect our requests . ex : from dashboard i want to view how many requests are closed , opened and still pending . thanks so much
Notification by mobile
Hi, is there a way to notify the reqeuster by SMS when his ticket colsed ( his mobile number that are saved with his information ) .
Viewing Tasks
Is there a way to view tasks in the same way that you view requests?
Plain Text Fields / Labels
Is it possible to add plain text labels to the incident template (e.g. a field to explain what another field is or provide a note to the requester)?
Tasks in request view
If I have a request that I assign tasks to say 2 people is there any way to tell if those tasks are complete or not from the request view? We currently use Track-it and are testing SDP as a possible replacement. In Track-it they are called assignments, but we we can look at all open work orders (requests) and see assignments (tasks) in the same view so we know the status of them as well. From what I see in SDP, I would have to 1. Go to the home tab 2. Under my tasks, click show all 3. change the
Failed Upgrade (7022 to 7500)
Hi, after a failed upgrade, service desk refuses to start, and i get the following error: ServerContainer [CREATED] SQLOne Search [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] SQLOne Search [STARTED] AdventNetCC [STARTED] Server Started. Please connect your client at null://localhost:8080 I've tried deleting the "extracted folder" but that doesn't help. luckily, i have an MSSQL backup which i took before i attempted the upgrade and i also took a data backup
How to remove report which we have created and scheduled
Hi, We have created some custom reports and scheduled to notfiy.. I do not see where I can disable this scheduled report and delete the same in SDP. Regards, Laxman
How translate
Hi, how I can translate ServiceDesk Plus in Italian? Thanks
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