Login from own web page
I am trying to login to Manage Engine SDP from my own web page by posting the username and password using the method on the ME website. I am not able to and it is always telling me my username and password are wrong. Below is the code that I am using <form action="http://servicedesk/HomePage.do" method="post"> Username<input type="text field" name="username"/><br> Password<input type="password" name="password"/> <br><input type="submit" value="Go"/> </form> I guess I need to also include
How do I close a request via email in Service Desk Plus
We are in the process of evaluating Service Desk Plus (SDP) I've configured SDP to Send and Receive email. SDP is able to create and route new request via email. It will send an email to a tech when they have been assigned a request. I understand from the documentation that a Tech is supposed to be able to close a request via email. I've not been able to do that. I've included @SDP@ in the subject line and have tried @@Operation = CloseRequest@@ as well as @@Status = Closed@@ but the status remains
closing tickets
Hi We have noticed that when closing tickets we need a process for users to approve the closure of the job. To acheive this at the moment we are emailing them manually via the ticket. A better way could be to have a button to 'approve close' were the job would be put in a ready to close state with, a email notification sent that the job is ready to close. The user then approves/denies the close request via a link in the email which possibly sends an email notification to close back to the technician
Can not update asset. Get message "Duplicate entry for
while updating asset I get following error "FAILURE :Database exception while updating the Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,229,510,288,119." I have attached support logfile
Reply from email client
Right now, 4 techs get an email when someone submits a support ticket. We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated. Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply. We are on SD6 / 6011 also, if the requester
Nested Requests
Hi, I'm a new user to ServiceDesk Plus, so correct me if I'm wrong, but there doesn't seem to be any way to nest requests / tickets. I'm surprised to find that this feature is missing, as it's been available in every other service management package I've used. I would have though that every environment has the potential for major issues or outages that can affect multiple users (e.g. network outages, server crashes, etc.) and this obviously generates large volumes of calls to the service desk.
Can I customize/edit error messages?
I would like to know if I can alter the text displayed in an error page such as the one displayed in the attached picture. I of course do not have a problem with the fact that an error is displayed, as it makes sense based on which user was attempting the action to view a request. However, the grammar and punctuation used in this error message (and in many places in the software) does not quite meet the level of professionalism we and our customers expect to see. I appreciate the many ways I can
A question about Importing Requester Password via CSV when using LDAP Authentication
We are in the process of evaluating Service Desk Plus (SDP) Some of our LDAP fields do not seem to import automatically. For our organization we use 'Entity' in our LDAP directory where SDP would use Site, and we use 'Location' where SDP uses 'Department'. I've found that in the manual importation process I can map our Entity field to the Site field and I can map our 'Location' field to the 'Department' field. As long as FirstName, LastName, UserName, are the same then the 'Requester's' information
Enable a way to send notification from "resolution"
Please active a notification (email) to requester when a resolution is entered. Today just is possible if we activate (notification) for each change in the request (update) or using "Reply" but this not inform the work process.
Asset Resource Type Question
Hello, I'm trying to import assets into SDP 7.6. The goal here is to get the assets broken up by "Product Type" which seems to be giving me much grief. However I seem to be having issues getting that to happen. For Product Type I map it to a column in my spreadsheet called "Product Type". Under that I just have each asset set as "Switches". I do the import, but that product type seems to have no effect. Everything else works as expected, serial numbers, asset tags, extra fields, etc. I have
Connection to RPC server in the workstation failed.
When I scan a workstation which has the XP firewall switched on I receive the following error: Connection to RPC server in the workstation failed. Which port number do I need to add to the exceptions list on the XP firewall for this to work? Thanks byc
Delete department record failure
Hi Dear Support Team I'm trying to delete some useless recoreds of department but it seems it is forbidden and below message replies: Department is being used by a module. Hence cannot delete it. and the record becomes disable. Now could you please help me, how can I remove these useless records of department? I'm using the last version of SDP(7506). Thanks and Best Regards
How do you determine which edition you are using?
How can you tell what edition you are using. All it says is Service Desk Plus, and which version you are on.
Change Approval Status always shows N/A
Hi, I'm testing the Change control procedure through ServiceDesk Plus (7602). I need to be able to create RFQs and then have these approved by a CAB. I've created a new Change record and chosen the 'Major' Change Type, however the Approval Status always shows 'N/A', even if I add CAB members and then have them approve the change. What am I doing wrong? If I create a Change record using the 'Standard' Change Type, this immediately shows an Approval Status of Approved (obviously because the Change
Asset History possibilites?
For the most part, Assets do not change. However, we do schedule a scan every day. When I go to the Asset History, I see pages and pages on "No Changes". I don't care about these items.. I only care if an asset changes. 1) Is there a way to only display in Asset History when the asset actually changes? This would save me a bunch of tie trying to pick out the "Changed" from "No changes" in the huge list returned. 2) Is there a way to search asset history? example: I want to know what assets
Is it possible to change the name of the fields being imported via LDAP
We are in the process of evaluating Service Desk Plus (SDP) For our purposes, we would use what we call 'Entity' as SDP seems to be configured to use 'Site'. Our LDAP has a field titled Entity that we would like to use to populate the field 'Site' in SDP. Is there a way to modify SDP to import our 'Entity' field into SDP's 'Site' field? In a related question, we have another field we would like to have imported into SDP's 'Department field'.
Can I change the 'labels' used in the program
We are in the process of evaluating Service Desk Plus (SDP). For our purposes we would match up what we call 'Entity' with what SDP calls 'Site'. Is it possible to change the labels in SDP to say 'Entity' instead of 'Site'? It's not a show stopper by any means, it's just easier to talk about the product as it might be used in our organization if we could use the same terms.
Outgoing Mail Setting using Technician Email
Can we configure anything in ServiceDesk so that emails out come from the specific technician? Thanks.
ability to change request template based on business rules
Is it possible to change the request template based on business rules ? .. we have custom fields set up which only live on certain templates , we have business rules set up for email requests that get assigned to groups , and those groups should have a specific template .
Is it possible to update custom fields from incoming emails ?
is it possible to define <FIELDS> within an incoming email that will updates custom job fields . We send job requests to a third party and they reply back with their own job ticket . we would like this job ticket to be automatically updated in a custom field that we have .
is it possible to update a custome field from an incoming email
We need the ability for one of our 3rd party support suppliers to be able to allocate their job ticket to our job request programatically, ie we send a helpdesk request through to them , they reply with their own job ticket .. Is it possible to define <fields> within an email that service desk can read and use to fill out custom form fields . Thanks Carl
Request for assistance generating report
Hello, I'd like to get some help generating a report. I need to be able to see all Technicians listed for each Group, grouped by Group. I also need to be able to see if there are any Technicians who are not in a Group. It would be nice to be able to easily generate administrative reports such as this so that we can better manage license and tool usage. Thanks!
Auto Refresh of view request
Hi, I noticed a difference in the request view, the auto refresh function is 3 minutes minimum. In an earlier version of the minimum was one minute. Is it possible to change this value in order to have one minute ? Version of my Helpdesk: 7608 Regards Bastien
How to execute WebClient in WebNMS 5.0
Hi All, How to execute WebClient in WebNMS 5.0? waiting for your reply.. Thanks & Regards, Sudhir
notification emails
I have been setting up all of our notifications and I am unable to locate a notification so when something that has been submitted for approval is denied or allowed it emails that information to the requester. We have all the other notification setup so if the ticket is completed, updated, resolved, etc. it sends the email out. But I can not locate a place to setup the approval/denied update email. Any help on this would be great.
schema definition
Version: 7.6.0 Build 7605 Hi All, I recently learned about the Report > New Query Report functionality. Very useful. Is there a published schema definition to assist in writing custom queries? Thanks, Stefan
Time spent report
Hello, managers love to know how our time is spent. Here is the criteria Technician Time spent by individual ticket When the ticket was opened and when it was closed (the problem with this one is that a ticket can be resolved and if the user doesn't close it right away it is left open until 5 days pass (our business rule) then it is closed. Therefore it is not really clear how long it took a tech to resolve an issue. Description A weekly report on the previous week (M-F) I use the following columns
Auto assign group ticket to tech in sequential order
Is there a way, when a tickets are assigned to a group (ex. network) the ticket is auto assigned to the next technician in line? For example assuming 3 techs in the group: Ticket 1 assigned to network group - auto assigned to tech 1 Ticket 2 assigned to network group - auto assigned to tech 2 Ticket 3 assigned to network group - auto assigned to tech 3 Ticket 4 assigned to network group - auto assigned to tech 1 Ticket 5 assigned to network group - auto assigned to tech 2 Ticket 6 assigned to network
How do I set a rule to auto assign a call to a user based on a sender of an email to Help Desk
Have SQL Mail sending nightly emails to our service desk email account so a call can be generated. How can I get the call auto assigned to me in rather than coming in unassigned? I recall something like this was possible in a previous version, but wondering if it is possible now?
Database documentation
We have several of our customers using ServiceDesk Plus. We have received the request several times for documentation regarding the database structure and entities. We have managed to analyze the database using 3rd party tools but there are hundreds of tables in the database. It's a monumental task to investigate each table to find out what it's for and whether or not it's important for reports etc. Why don't you publish a document that would help us create reports and export information from SDP?
Request Closed -notifications
Hi, When a new Request is created (by Technician) in the web-interface with Status as Closed, SD sends a Notification message to the Requester. This happens even if "Acknowledge Requester by Email when the request is closed" is not selected in the "Helpdesk - Notification Rules". Any fix comming to this? /lakend
Installing certificate signed by trusted CA
Hi, I need some guidance about how to create a certificate request for our SDP site. Also, some information about the process of installing the signed certificate i'm purchasing. Thanks.
Send Notifications based on Priority
I know that it is possible to send email notifications to support reps when new tickets are created. But, I would only like to have notification alerts sent out based on the ticket priority level. If, for example, a Severity 1 ticket is created, than an email or SMS would be sent. A Severity 2 ticket would not trigger the email alert. Is this currently possible?
Asset Import including Resource/Asset State
Hi Is it possible to import assets with asset state included. We are migrating from 3 old Servicedesks into 1 so need to migrate all assets, even disposed and in store but there does not seem to be a way to import this without manually taking additional steps. Regards Mike
SDP 8.0 release date
Does anybody know the date of release SDP 8.0 ? Thanks, Basil.
Search box for changes
Hi, Like we have the search box under the request module,is it possible to have a search box for changes and problems too.It will be very helpful for us.
Unable to effectively monitor technician handling of requests on a day by day basis
As a manager supervising technicans dealing with service desk requests, I find that using SDP, I'm unable to monitor technician's workload and progress regarding requests on a day to day basis, or at intervals throughout the day. The 'Home' tab offers limited visibility regarding current technician workload, and the Request Summary graph is only good for highlighting incoming requests because of the 'close resolved requests after 5 days' rule. Because of the automatic closure rule, I can't tell whether
Change ServiceDesk application form C drive to D drive. What are the steps that I must follow?
Hi, I have the ServiceDesk Plus 7.6.0 installed on drive C with MS SQL database on a database server. Because of disk space constraint I need to change ServiceDesk application to D drive. What are the steps that I must follow? or I have to uninstall the application and re-install on drive D? Could someone help me? Best regards, Rita Azevedo
Change Sites
We would like to restructure the way we have Sites setup. I have several sites setup as city1 city2 city3 I want to merge those sites into a common site such as city When I try to delete the sites that are setup it will not let me with a warning that their is a module in use with that site name. How can I do this? Thanks Marty
Service Desk Plus Slowdowns
Hi Guys We are running servicedesk plus 7.6 latest hotfix. Quite often the whole application will slow down where it runs really slowly for a min, then picks back up to normal speed. We are running Windows Server 2008 R2 64bit with Microsoft SQL 2008 R2 on a Hyper V server. We have moved the application onto a more powerful Hyper V server and have seen no improvement. Please note this is with 1 user only trying to configure and test the program before we roll it out to production. Do
Next Page