Requester receive "User does not have sufficient privilege" when trying to login.
8.0.0 Build 8009 with MY SQL database We authenticate against AD which apparently works but then the user gets a notifcation that they do not have enough rights to submit a request. This happens only on a small number of users. I can't seem to find anything wrong with the user accounts. Anyone else run into this?
Additional fields import from Active Directory
Our Company is using servicedesk plus for out IT Helpdesk. We have 18 operating companies spread over many locations. I have added a new custom field called Country. We have over a thousand users and are increasing and removing per month. I need the country information to be automatically imported from Active directory so I don't have to manually do the house keeping. Can you tell me how I can do this. Thanks for your support.
SMS
I am wanting to set up notification via SMS Messages, I have enabled SMS notifications in the Admin/Notifications. There are two options on the individual technician a mobile number and SMS Mail ID, how do i find what the sms mail id is? Probably really simple, any help appreciated
Responses from requesters
Hi, I am enjoying evaluating ServiceDesk Plus. I think you guys have done an excellent job. I just have one question. Once the requester has entered a request, how does the technician respond with another question or a request for more clarification without it being a Resolution ? Even if the technician does use the resolution as a request for more information, there seems to be no way the requester can then respond to the question the technician has asked ? Does this make sense ?? Thanks, Mark.
Licensing question
Hi, we are interested in Service Desk Plus Professional on a perpetual license with 10 Technicians. However we are concerned that should we need a few more Technician licenses in future (e.g. 5 more), there does not appear to be a way to do this without buying the 20 Technician version of the product. So my question is, is it possible tl get additional Technician licenses only on an existing perpetual license. Thanks.
Question regarding feature fix in build 8008
Good Morning, I am hoping someone can help me with regards to a fix that was place in build 8008 SD-34286 : Under home tab, number of inbound, overdue,completed requests for this week, last week, month, last month graph is included. (This was available till 7611, and removed in 8.0, is now re-included). If someone could help me with regards to where I can find this graph or how to get it that would be fantastic as I have my manager wanting this graph back. Regards
Full Data Model
is it possible to get a full data model for the product (ie not the ones published in the reporting area, as they are demonstrably incomplete)
Resolved status generates e-mail notificaton
Hi guys, I've recently upgraded from build 6008 to 6012. While using build 6008 i have added a new status called "Resolved" of Type "Completed". After upgrading to 6012 when I change the status of a request to "Resolved" the requester receives an e-mail stating that the request is closed. If I change the status from "Resolved" to "Closed" the requester receives another e-mail. Also when changing the request status to "Resolved" in the "History" tab I get a "Display Opn by technician time date" message.
Audit Trail available as data?
Given the audit trail in the tool for the changes that have been made to a ticket, are these changes available as rows of data or is the audit trail a simple text dump?
Requests older than 5 days
Hi Guys, Is it possible to generate a report of all requests older than 5 days? The report would need to be sorted into the following columns: Technician,Queue,Request ID,Requester,Subject,Requests Status,Last Note,Last Creator of Notes. Thanks. Tony
not notify ticket in new incident
Hello everyone, I have a problem yesterday with Manage Engine ServiceDesk Plus. When I create a new incident does not notify the email, just create a ticket, in fact, do not wait more that 10 seconds it would take to send the ticket. the problem is not due to the mail server because when I do a reply or forward the email is sent correctly. I already tried changing the browser, delete reporany internet file and java temporany, but nothing. Can you help? Thanks in advance
When users reply to e-mail
Hello! We often have conversations with our users in SD requests. The technician press "Reply" button in the request page - and user gets his message in e-mail client. If user want to answer to technician - he must go to request page and add his message. If user press "Reply" button in e-mail client - the message goes away, user think that technician should receive his message, but its not attached to request conversation history. Is it possible to attach incoming e-mails to corresponding requests
Date Format Questions
Is it possible to set a default date and time formats in SDP? Is it possible to change the date and time formats that are listed in SDP? We are US based and unfortunately it confuses people when we get European date formats in emails.
Task email template and dependency Question
Hi I have a request template with some multiple tasks associated, I have a couple of questions I would like to ask. The request template has a few custom fields in there, How can I make reference to these custom fields so that I can reference these within the individual task that is emailed to the relevant technician. In my testing of the tasks, albeit there are specific tasks that are dependent on others being completed, all the tasks appear to be emailed to all the technicians regardless of the
Reply to new request creates new ticket.
I have researched my issue in the forums and confirmed that we have the ##TicketNumber## in the subject line of the notification and have confirmed that it is being displayed properly. If I reply to a new ticket it will generate a new ticket for the reply. Lets say that I create a new ticket and it is assigned number 18. I will receive the e-mail letting me know that ticket 18 has been created. If I reply to this ticket it will generate ticket 19 and notify me of the creation of ticket 19. However,
managing two requester for the same request?
In some cases, the requester do not create the service request and the request is created by another requester in service desk plus. But i can't find a way to manage that...except by creating new field "requester", but that's not very good (because you have to fill manually the name without any link to requester database).. So, do i miss something or do i need a new feature for that??
how to change the week start day and end day in SD+ version 8
how to change the week start day and end day in SD+ version 8.For us week starts with sunday and ends with thursday....
SQL Query for pulling details of users
What is the SQL query which would help us to pull the list of technicians and requestors?
Password encyption
Is it possible to encrypt passwords saved in the mysql DB for SDP? Poking around i noticed that the password i have saved for fetching mail is saved in clear text, so i was just looking to see if there is a way to use some level of encryption instead of saving it as clear text.
What .. happened to pricing ?
Last year the product was $16.50/user/month, now it is $39 (for pro). That is a 140% increase in less then a year. I'm trying to figure out what I'm missing and how a long established product can jump by more then double in a single year ?
Directing a user to a "New incident" page automatically on login
Hi All, We are currently trying to achieve 2 things: 1. We have enabled pass-through authentication for all users. However, we would like "requesters" to go directly go to a "New Incident" page, instead of the "Home" page. If the requester so wishes, s/he can subsequently go to the "Home" page to see the status of other requests s/he may have made. 2. We would like to remove the "Category", "Subcategory" and "Item" field from the "New Incident" Window and from being viewed by the requester. Our
LVS Load-Balancing
Is it possible to have 2 separate instances of ServiceDesk Plus Enterprise (build 8008), 2 physical servers, running behind an LVS load-balancing system?
What is E-mail ID(s) To Notify?
In 8.0, I have noticed a E-mail ID(s) To Notify field. Would you explain how this works as I cannot seem to find any documentation on it. Is this a new feature? I do not have it in my production version of 7605 although I found an old post that refers to the field. This suggests it is an existing feature. I noticed in that post there was an icon next to the field that I would imagine pops up an email list to choose from. I do not have this icon in 8.0.
How to delete thedefault product types in the assset section?
I can not click in, in to the box to delete the default product types. I will be very thankful for any help.
E-mail Template "Notifying technician when a note is added" (HTTP Status 500 ERROR)
Hi, I have a problem with SDP 8.0 When I try to customize template E-mail Template "Notifying technician when a note is added" I get a HTTP Status 500 ERROR) look at the attached screenshot... Is this a known problem? And what can I do? Thanks in advance
Migration to MS SQL failed. Unable to backup MYSQL database
Following the instruction to migrate from mysql to mssql using changedb.bat, restarting SDP service twice and restoring the backup was unsuccessful. The servicedesk database was created on the SQL server so I assumed the migration was successful. After placing SDP back into service I found the mssql tables were empty and I was indeed still using the myssql database. I tried to backup the database again to retry the migration process but I was unable to backup the database. I do not want to perform
Steps to include Service Catalog Additional Fields in a Query Report
Hi Users, To get Service Request reports based on Service Catalog additional fields, follow the below guide. Tables involved: ServiceCatalog_Fields Values of common additional fields for a workorder are stored in this table This table is common for all service categories Columns in this table starts with GUDF_ (examples: GUDF_CHAR1, GUDF_LONG1 GUDF_DATE1) ServiceDefinition Details about service categories are stored into this table DynamicTables Details about the created dynamic tables for service
Site based Service Catalog
Is there any plans to have the Service Catalog be site aware? Currently if we have 30 sites, each with their own IT teams and we want to have an item in the service catalog we would have to create one for each site to be able to assign them correctly to the technician groups at each site. Is there any chance that we can have site based work flow or site based Service Catalog business rules. Right now with the removal of business rules from Service Requests, the Service Catalog is only useful for
Limiting request templates to specific requesters?
Is there any way to limit request templates to a single requester or group?
Report to show list of vendor details
Is there a way of generating a report to show a list of our vendors. A lsit of vendor details in the system. Can you guys at SD create me a custom report. Thanks Saleem
Couple Questions - Assigning Tickets to Assets / Respond By Date
I have a couple of questions that I have searched for but cannot find the answers. I apologize if these are already posted somewhere but didn't see them. 1. How do I create a ticket for an asset rather than a requester. Some departments have department workstations that no specific employee uses. When that workstation has an issue, I want to create a ticket just for that asset and not tie in a requester who simply reported it. Is there a way to do that? 2. There is the "Responded Date" entry
SDP 7.5.0 Build 7508 - Scanned Software count filter
Hi Im looking for a way to clean all the software with Installed count 0 We are running the system for few years & i have over 6000 items Is there any easy way to do this or only one by one ? thabks in advance
Task Reporting
Hello, I want a report that lists the following information about change tasks. I have looked through the forum and others have asked for task reports but not specifically what I want. I hope you will add some task reports soon! This is what I want: I want to select the Change first then have it display the Change description. Then underneath the change I want to list the following task details in table format: Task ID Task Title Task Description Task Technician Name Task Status Description Task
Technician / Group Association
Hi, When assigning a ticket via the Requests tab in SDpro, I can assign a request to a specific Technician, but not to a group. Is this by design? I would like to be able to assign only to groups and not technicians, but would settle on being able to do both. Is this possible? Please see the image below for clarification on where I would like to assign to a group instead of technician. Aaron
Applying a template to an existing ticket
Is it possible to apply a template to an existing ticket?? I can use them when creating a ticket but not all of our tickets are created manaually, for example, when we receive an e-mail. I'd like to be able to add the template after the ticket has been created from the e-mail. Is this possible?
Service desk Plus Back Up
Hi All, Has anyone tried to do a restore from the BackUp in SDP, is it a full backup can I recover my full system from this file?
Remote DCOM Error
Receive the folowing error when scanning the domain with LAN Admin credentials using Build 4112. Did not receive this error with Build 4109. Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Username/login changed in windows AD, but not in Servicedesk?
User has changed his login in windows AD, but in servicedesk his old login is active, and cannot be changed. How to get the account to be associated with his new login in ad? Deleting the account and creating a new one, is not a good options as his reports/history get erased.. Jan
Upgrade path from v7.0.0 Build 7015 to v8
Can someone please tell me the recommended upgrade path from ServiceDesk Plus v7.0.0 Build 7015 to v8? Thank you in advance
ServiceDesk Plus
Is ServiceDesk Plus FULLY web-enabled? Meaning there is no need for software of any kind to be installed on desktops? I have spent a lot of time reviewing your good documentation on components and all, and seem to get conflicting answers. Thank you.
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