Can external actions be initiated via SD+ events?
We have a need for SD+ incoming tickets from a particular category or queue to initiate outside events that will eventually result in outside interfacing with the MySQL database on the backend. We have a developers bug tracking database that currently requires too much duplication of effort/manpower when someone submits a bug request through SD+, and we have to duplicate some of the effort in this entry into another database. Right now, the scope of external events seems to be the generation of a
Default Request Template Manditory Fields
I want to be able to make anything I want a required field in the default template. I want to be able to make Subject, Description, Asset, Site, whatever a required field. In 7404 the subject was a required field. I saw in the 7405 notes that a listed fix was "SD-14185 � Description field cannot be made as mandatory field in request template." I installed the hot fix and now not only is the description not able to be made into a manditory field (it couldn't before the fix anyway), but not the subject
UX improvement in adding item to the inventory
UX improvement in adding item to the inventory
Robo Technician
The Robo Technician feature in the V7 demo is very interesting. Could save us much time. There is one aspect of this though that I cannot get my head around: If a requester is needs their Active Directory password reset then how do they - make a request via Servicedesk or email - receive the new password via Servicedesk or email ...when both of those services are accessed via their AD account ??? I'm missing something but not sure what....
Embedding the Self Service Portal?
Hello, Is there a way to embed the Self Service Portal? For example, on our Intranet, we'd like to have a link to access the Self Service Portal, but when user's click on it, we would like the Self Service Portal to show in the right content pane, in other words the Top header and Left hand pane of the main Intranet site would stay the static showing our Intranet site resources and links, and the content would be the Self Service Portal? Make sense? I added an image of what I'm referring to.
Domain Scan with VLAN
Hi, I've a VLAN network in my domain. I've installed the SD+ into VLAN 1 and all the PCs are in VLAN 2. The domain scan is unable to scan machines in the different VLAN. When I move the PC to the same VLAN as the SD+ machine, it manages to scan successfully, meaning the I got the PC settings right. What ports do I need to open to allow scanning across VLAN? This is the error message I receive when I perform the scan, "No response received from workstation. Probably the workstation might be switched
using assets/inventory to complete requests
I may be missing something, but how can an Inventory/Asset management system be built and then utilized to complete requests? i.e., having a bin of parts with 'x' qty, then completing a request where 'x' part was used, and then that bin is depleted by the qty used? SDP 6012, mysql, windows platform.
Marge from http address
We've recently noticed that two requests can be merged from the web browser's address field. I don't know if this is a feature or a bug, but can be very dangerous if You view many requests just by changing the request id in the address line. If You want to marge two regests You simply put in the address line https://servicedeskplus.com/WorkOrder.do?woMode=viewWO&woID=13424&15325 It merges reguests 13424 and 15325. If this way of merging was not intended, could You please deactivate it. It can potencially
Notes Addition - email group instead of single technician.
We do group only assignments from the Help Desk to our desk side guys. If we update a ticket (example: update the priority) an email is not generated to let them know. We use the add a note and check the notify tech button in this instance but does no good if nobody has taken ownership yet. Any way to get this notify the tech button to email everyone in the group if nobody is assigned to the ticket? or Get SDP to notify if a priority or something is changed?
Customize IE Browser Logo
At one point I had this figured out but with the most recent build, 7604, I can't get this to work. I'm trying to change the SD logo that appears in the tabs in IE to my own custom department logo. I have one made and it used to work but now it doesn't. What do I need to change so that I can customize the tab logo that appears in IE?
Closing Problem but still can attached the incident request
Hi Support, After one problem was closed, why we still can attached open incident request to this problem again? Actually the problem already closed and all currently incident requests also closed. Does it have any setting inside system for avoid this issue? Regards, SOPHAL
Allow Supervisor to monitor their employees helpdesk tickets in Service Desk Plus
Is this possible. I have a supervisor that would like to monitor their employees helpdesk tickets that they put in to Service Desk plus. Not sure how to go about setting this up for him to be able to do this. thanks
Report folder deletion
Hi, I was wondering if it is possible to delete the folders that I have stored my custome reports in. It seems I can create as many as I want but I can't seem to figure out how to delete them. Also A little off topic but when you generate a report there is an "ACME" image next to the report, I was wondering if it is possible to change this image to one of my own? Or even if that would be allowed. Thankyou.
Covert server to workstaion.
Is there a way to move a server back to the workstation asset group?
HARD DISK on inventory report
Hi there, iam making some reports right now because the general manager wants to know our inventory. I have set up all relevant items that i want to the report generator but i need to add hard disk capacity and this particullar item is not available. Can you confirm me this? Thanks in advance
Increasing № of new Contract.
Hi! This bug was discussed here. Are there news? Each restart of SD increase № of new Contract. Now we have 10 Contracts and last № is 1501. Such bug with № of resolution is fixed now. Thanks.
SD and Browsers
Hi I try to work in SD with some browser like Opera and Chrome, but it's look different then Firefox and IE. Is there plane to support all browsers?
Group email problem
Hello, I am trying to set group emails to auto assign requests to different groups. I have email address suppor@hd.com with it@hd.com and BS@hd.com set as aliases. The group emails have been allocated on the admin>groups page. However emails sent to it@hd.com and BS@hd.com do not get assigned to there respective groups. SD+ Version 7.6.0 Build 7606 Outlook 2003 Please help.
Managed Software
When I try to add a product that comes under the software category I am asked to select a managed software . The only choices that I have are Microsoft OS's. How can I add to that list or what is the work around if I can't add to the list? Current version is 7018.
Auto fill the Ship to address field in PO
I've noticed that in the PO process, you have to manually type the Ship To address. There should be an option to fill this field based on your Organization Details. Is this coming soon? Is it available now and I just can't find it?
Last Successful Scan Report
Hi, I've found this code in the forums for a query report to tell me when the last succssful scan occurred on my discovered hardware. Can someone interpret it and tell me if it's still valid? select si.WORKSTATIONNAME, date_format(from_unixtime(ah.AUDITTIME/1000),'%d-%m-%Y %k:%i') "Audit Time" from AuditHistory ah left join SystemInfo si on ah.WORKSTATIONID=si.WORKSTATIONID where ah.AUDITSTATUS ='SUCCESS' I try to run the query but receive the error:- Error While Fetching Ajax Response : Unknown
Vendor address field
There is a 10 digit text field in the Address block when entering a new vendor that makes no sense. So, we have seven fields for address: 1 Line: 10 Digit 2nd Line: 1st Street Address 3rd Line: 2nd Street Address 4th Line: City 5th Line: Postal Code 6th Line: State 7th Line: Country Everything works except for that mysterious 1st line. Example: 1st: Blank 2nd: 123 Main Street 3rd: Suite #1234 4th: Some City 5th: 12345 6th: Some State 7th: USA When looking at a P.O., this is what is displayed: [blank],
Additional Column on Requests Page for Resolved Date
Hi Would it be possible to add an additional column into the selection list for the 'Requests Page' for Resolved Date. As when the work is completed for a request we change the status to resolved, it would be useful to refer to this in the main view rather than having to run a report or go into the request history each time to find it out. Regards Mike
How to handle people who rotate on call?
We have a number of situations where we would like to assign certain work orders to different people based on a schedule. Has anyone discovered a way to do this?
Billing and Project modules
I was told by AdventNet a while back that there would be Project and Billing modules implemented this year. Is there any news on these features as for us they would be extremely useful? Thanks for your time.
Can Not Scan Inventory
When I Scan workstation using IP it gives following error:- FAILURE :Database exception while discovering workstation. Please report the problem to the system administrator, with the Error Code - 1,163,246,398,808. In network scan it also doen not add any inventory. I am using RED hat enterprise 4.0
Disable automatic e-mail -> ticket convert
Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all new e-mail without tracking number converts to ticket. How disable automatic convert ?. But SDP must continue fetch e-mail. Is it possible ? Thanks in advance. BR, Basil
Change Service Account Password
We need to change the ServiceDesk Plus Service Account Password. Can anyone tell me where I all need to change this password to make sure that ServiceDesk Plus continues to work as needed.
Report on Notes
Hi, Is it possible to run a report on technicans to see how many notes they have updated during a set time period. Thanks
Sample HTTP request
How can we send a http request programatically via our application without user interaction? Is there any sample available to create a request?
Just a question..! Urgently
Can i change labels, textbox and others web element, like add combobox or something??? where is htdocs folder ?? thank for the help!!
Solution search functionality
I am having an issue with the solution search in SDP. I have a solution for how to VPN into the college network. The keyword for the solution is simply VPN. If I just type VPN in the solution search, the solution is found. However, if I type "How do I VPN into the college network" into the search, the solution is not found. I would think the solution would be found regardless if typed just VPN or an entire sentence that contained the keyword VPN. What are your thoughts/experiences? Thanks.
Address Display Format for USA
Is thier a way to modify the address setup? right now if I print a PO or view an address within the SD Plus its; Street, city, Zip, State Can we modify to refect the US addressing scheme of; Street City State ZIP
Dashboard
I was wondering if there was a way to add extra request filters to the dashboard? I would like to be able to filter open requests by the technician they are assigned to rather than just my own - is this possible? Thank you for your help.
Changing Default Home View
When you first login to Service Desk Plus, on the main Home tab, in the right hand frame there are two tabs: my view and global view Under my view, it lists tasks, requests summary (overdue #, pending #, due today #) and announcements Is there any way to simply make the requests summary actually list the requests? The overdue, pending and due today are really not helpful and slow down my technicians. We'd all like to simply be able to view the requests the moment we login instead of having to click
All my assets are marked as workstations
Hi I have scanned our network to have a full list of all our network attached devices. However alle assets are marked as "Workstations" (also printers, switches and more). How do I change those to the right type? Kind regards Laurids
Requester cannot close request through email
Hi, I tried to send an e-mail to close an already open request but it creates a new request. In the error log, I see it says that the Requester doesn't have permissions to CloseRequest. The contents of e-mail contain the following @@OPERATION = CloseRequest@@ @@REQUESTID = 54@@ @@TECHNICIAN = administrator@@ @@REQUESTER = administrator@@ Please let me know if I'm doing something wrong and what is the correct way to do it.
Wrong German translation in the Request Approval form
We realized - due to complaints of users - that there is a mistake in the German translation in the Request Approval form: In English, the request can be "Recommended" or Rejected" via radiobuttons. In German, the first button "Recommended" is wrongly translated into "Aktion". It sould read "Zustimmen" / "Freigeben" or something similiar... We are using ServiceDesk Plus 7.6 Build 7608. Is it possible, to fix such translation mistakes ourselves? If not, I'd rellay appreciate to see a fix for
interconnection BES server - Service Desk Plus
Hello, I have a Service Desk Plus and I would like to know how can I make Black Berrys connect to the Service Desk using a BES server? I already Tried using the black berry web browser, and it doesn´t work. I appreciate any help you can give me!!!! David!
Default formating of technician Font size/style
I would like to be able to set the default font, font size and style from an administrative perspective. How can I do this so everytime a new response to a ticket is written the font is arial and size is medium? The text interface is cumbersome and you have to guess what font size is which. Normal, medium, large?? How does that equate to font size 8, 11, 13? Can I edit an ini file or code to force this? Joe
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