API functionality not working 7.5.0 build 7506
Hello all. I am hoping someone can shed some light on why the API interface is not working for us. We are attempting to have a secondary app open requests in ServiceDesk. We have tried to use an NT Domain Account along with a local account. Here is the code we are using that uses a dummy local authentication account: #!/usr/bin/perl use strict; use LWP::UserAgent; use HTTP::Request::Common; my $URLtoPostTo = "http://SDServer:8080/servlets/RequestServlet"; my $browser = LWP::UserAgent->new;
Acknowledge Requester by Email when the request is updated
When we first rolled out SD+, we chose not to enable the "Acknowledge Requester by Email when the request is updated" notification because we were afraid it would flood the user with too many emails. However, we have started to receive complaints from users that they're not being updated often enough. Can anyone explain what consists of an "update" that would trigger this notification?
reporting on days open for requests
Is there anyway when I produce a report on requests that I can have it show the number of days the request is/was open for.. I.e open requests show number based on the date the report was done, closed tickets bases on the date the ticket was closed.
Cannot Delete Sites
After our conversion from our old help desk program to Service Desk, we now have duplicate sites in the system. I'v went through the Admin side and deleted everything out that I can find where we can choose a site. But when I try to delete the site I still get an error saying that the site is in use and cannot be deleted. Where else besides Admin can I look to see where I still have linked items Thanks
Technician as Request
Sorry, found the problem - at the Self-Service Portal Settings, the corresponding settings was turned off. Fixed now. Thanks. << Original Question >> Is there a way to create new request with any registered Technician as the requester? i.e. can technician make a request using his name? When I try to make a request, I can't choose any technician as the requester. Is it normal? Thanks a lot. Regards, Stephen Au
Database structure query
Hi, We are trying to report directly against the Service Desk database (MSSQL) but we are having issues with the times fields i.e CREATEDTIME column in workorder table. We can't workout how to decipher the time from the integer in the field. Anyone know how its worked out? Cheers
Multiple Customer Support
MY company supports the IT of several seperate customers. Can ServiceDesk Plus support such an environment?
Servicedesk stop working
Greetings, Servicedesk ver 7.5 Build 7506 Windows Server 2003 standard ed. Processor Core2Duo 2.66 GHz RAM 4 GB DDR2 Today we experienced a problem in the servicedesk when we try to access it through the web, the error is "Page cannot be displayed" I tried to execute the command "run.bat" and I got this message "Invalid License File error 353" Also in the bin directory it shows a lot of error logs like "hs_err_pidxxxx.log" Regards, Fahad
Request templates with tables load slow! in IE 6,7,8 but not Fire Fox 3
We have a few request templates that use nested tables and they take a very long time to load in IE 6, 7 and 8 but load quickly in Fire Fox 3. No http proxies involved. Has anyone else had this issue? Does anyone have a suggestion on where to start troubleshooting? As a work around, we've install FireFox on the workstations of those that rely heaviy on these particular request templates. Tnx, Dominic Bosco
need detailed system requirement
Hello, support team. I am currently concerning using SDP as our service support software. I found the min system requirement here http://www.manageengine.com/products/service-desk/system-requirement.html, but I think it is not quite useful in any way, please kindly give me a detailed system requirement list, so we can buy a server and put it in the production environment ASAP。 The SDP 7.0 Professional edition will be installed in Windows 2003 Server std. and we have 10 engineers that use
Database Query
Hi, I have another query with the database structure. We are trying to create our own reports directly from the database but are having trouble identifying the key that marks a record as deleted. We have lot's (000's) of tickets that have been deleted over time (mainly from bounces between SD and other systems) this is making the reports a long way out as we can't exclude them. Can you tell me what marks the record as deleted. Thanks
Import Single AD User
Is it possible to import just one user from AD into SDP yet? Importing an entire OU to get one person is not an option here.
Work Order error
A few days ago I am having problems closing incidents were Open or OnHold. I've been watching the server logs, and I found a java error that is repeated several times: java.sql.SQLException: Error converting to convert a string to datetime. I do not know how to fix it, to see if I can give some clue. :roll: Thanks
Change order of windows in basic interface of requester
Hi there, is there any way of reordering the windows appeard to the requester? For example Move the Pending, Completed and All tickets to the right and bring the new request and search of solutions to the center ? regards , george
Problem Requests
When I associated an unassigned tickets with a problem, is there any way of having it assign the incident to the technician the problem is assigned to.
Contract Display Truncated
Hi, We're running 7506, and in our contract display, the contract name and maintenance vendor are truncated. The picture should be pretty self explanatory. Obviously, the columns are sufficiently wide to display much more than they are. Thanks for any help.
Mail Server Issue
We have been running Service Desk Plus for sometime but then 2weeks ago we moved out mail over to Exchange 2003. Since then i have been able to get service desk to talk to the server to pull in new requests but i am unable to get it to send emails out despite me entering the correct details. Does anyone have any ideas. Regards Ben_Ward@eu.shr2shr.com
MySQl -> MSSQL
Hello All, Can someone point me in the right direction where I can find a complete stepBystep walkthrough on migrating from Mysql to MSSql Thanks E
Activity Log
I'm wondering if SDP has some sort of logging capability. What got me started in thinking about it is one of our technicians claims his request has disappeared. If another technician accidentally deleted it we apparently have no way of knowing. Am I mistaken or is there some basic logging of the activities of technicians? Something in the form of: Technican changed status of Request ID ##111## to closed. Technican Deleted Requst ##111##.
Email Template
Hi, How do I add a tab, as in spacing, into a email template. Thanks, Steve
Access to Schedule
Hi We are running ServiceDesk 7.5 build 7507 and like the new technician schedule. I would like the technicians to be able to manage their own schedule but have access to the "Technician Availability" screen. Can you advise is this is possible. Thanks Gary
Notify Technican when Request is closed
Hi there, is there any way of notifying the specific technician when the request he was assigned on is closed? I know that there is a notification rule where we choose a list of technicians to be notified and not the technician who's assigned to that request. with regards, George
Backup - Restore
How do I restore the backup data of the old server in a fresh installation on other server ? Do I have to take backup of any other files ? Will all the systems scanned will be there as it is ??
Group Default on Template Disappears When Tech opens a ticket
Hello, We have set up templates on the Help Desk to auto fill the Group field to either IT or Systems depending on the template used by the requester. We have just noticed that on occassion, the Group field on the Request does not contain the default that has been set on the template and also the template itself regresses back to a selection as opposed to the default. Upon investigation, this seems to happen when a technician opens a request. Example: IT - E-mail Template has the field
LDAP integration?
Is SDP able to integrate with LDAP server? By integration, I need: - User Authentication (Single Sign On ) - Contact/Resource Lookup - Contact Update? - Import from LDAP
Problem Seeing Upapproved Solutions
We have a problem seeing unapproved solutions, that is not an issue for any of the other view options in the solutions tab. It has been like this for several hotfixes and still remains since upgrading to 7507 this afternoon. A screenshot is attached to show what happens. The status of the solutions seems to somehow have the HTML embedded into it. I'd appreciate some help fixing this issue asap. Cheers John
License for Technician
Hello, I'm evaluate SDP and would like to know the license counting for technician. It's count by con-current user or named user? Thanks. BR, Simon
Remove Support tab
The support tab does not show for requesters, which is good. How can this be removed from technicians as well? The first line of support should be the admin, the ability to select support should only be available to the admin role. Is this possible?
change layout of request view
Currently the screen which displays the request is in the following order: * request * request details (status, category, date etc) * contact details * contract details I'd like to re-arrange this view and move the request details section to the top. is this possible, and if so, how? thanks Luke
Carbon copy
Hello. When I send a request , Do I make a carbon copy? I mean some requests need to share with other members in a same team. but I can't find any CC(carbon copy) filed in the request. Thank you.
Reports besides technicians?
Hi there, Sometimes there is a need for reporting without having to be a technician. Here is an example. Sometimes a Director of a department needs to have some reports from the SD without having to be an Admin or a technician. Is there any way of making a simple requester to have the ability of creating or viewing reports without being technician or admin? And if not, don't you think that that would be helpful? kind regards george
Desired name in Internet Explorer tab?
Hi there, Is there any way of changing the name in the tab of the Internet Explorer? I think it's called title bar but I 'm not that sure so I have attached a print screen in order to check it out. Have a look, :) regards, George
DropDown Boxes Alphabeticaly
Hi there, We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say: 1. Low 2. Medium 3. High The order that the values will appear on the dropdown list will be: 1.High 2. Low 3.Medium That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so,
Notification on assignment in group?
Hi there ( again :) ) I will state the situation in order for you to have an exact image of the issue. We have made some groups and in those groups we have placed some technicians. For example: IT Group 1. john M 2. Maria K 3. George A We have created some business rules like the following: If a ticket arrives that has X for Category and Y as Subcategory should be placed in Group : IT Group. Then we have selected the option where the technicians who belong to the group can be notified with
SDP 7.5 vs SDP MSP edition
I see Servicedesk plus MSP edition (Beta) is now available for download ? What is the difference between SDP MSP (Beta) and SDP 7.5 Cheers, Clay.
Task order?
Is there a way to reset/change task order when adding additional tasks to a request template? Let's say that I forgot to add a task, or that a new task needs to be added. I would help GREATLY if we could change the order of the tasks being shown in a request. This wuld allow a technician to perform all of the tasks in the order specified.
Import Sites from CSV
Hi, I am trialling SDP for our Service Desk team; going through setting it up and seeing what we can and cannot do. Importing from AD for machines and users is working well for me but I am dubious about setting up our sites. We have over 500 sites in our organisation which would need importing into the SDP database and I do not relish doing them all by hand. I can't see an obvious method but is there a way to import sites using a csv file? Thanks in advance.
SD+ 7505: API Exposure
7505: "API is exposed in order to add request into ServiceDesk Plus. API can be used to receive (and share) data with other applications. As initial cut, we are supporting to create, update, delete requests, add notes to request and to get request details through Http form submission. ie. user can create a new request through web form submission (other than the new request form supported by SDP client). Similarly user can perform update request, delete request, adding notes to request through http
Ever a solution to 1:1 category:technician assignments?
A week or two ago, I mentioned that for all the categories we have, we need to be able to assign something from a category to more than 1 tech. right now, if you look at categories, you can only assign 1 tech per category. Was there ever a solution proposed for being able to assign it to a queue, where many technicians could get the mail on it? Justin
display problem in "Support" screen
I tried to ServiceDesk Plus 7.5 (7507) few days, but suddenly got display problem in "Support" screen. All formted text in "Solutuon" screen also mess. I guess it might be caused by Internet Explorer, so I tried IE 6, 7 and 8.0, but same problem. It only works when I was trying with Google Chrome. Could you please help on this? Thanks!
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