cannot modify Default request in incident template part"Requester" is demed
why I cannot change the form that is displayed to the requester when he put his request
requests of all groups
why technicians see all requests of all groups I put technician1 in Group A requester assigned request to category 'Network' which is translated in business rules to group "network engineers" but i found that all technicians can see all requests of users could i find a way to make sure that any technician can see only requests assigened to his groups? regards
Alert group members by e-mail when a ALL request is added to the group.
I want send email to all member of a group when a request place to that group. Now, the SDP can not do that because SDP send only for NEW request (Alert group members by e-mail when a NEW request is added to the group.). I need tips or tricks to do that. Many thanks.
Problem after installing latest version
My version now: Su Versión : 8.1.0 Construir 8119 The last weekend I installed the las version of service desk plus. Todady I have found a bug ??. I'll try to explain... if I choose the tab, "Control panel" and i filter by "multimedia". servicedesk shows me this picture : if I pulse on the number of " open". "5" in the drawing The result is not filtered, Its shows me: "109 request" This, only happens with this version. Thanks....
Port 8020 occupied
C:\ManageEngine\ServiceDesk\bin>changeWebServerPort.bat 8020 http Port 8020 occupied Do you want to change the Web Server port ? Enter y/n I want to change the port from 8022 to 8020 but with this bat file script I cannot change to the default port now it is running on 8022.
Change all email address for support group?
I want to change email address for all support group, what is table in db store it ? Thanks
Not able to delete any request
Hi!. I recently migrated my server to windows 2008 and since then i am not able to delete any requests.
How works Response DueBy Time field?
Someone can explain me how works "Response Dueby Time" field? I know it is responsible to control "First Response Violated".
How to Set "log into" as a default to Domain Name
Hi, While user wants to login into Service Desk there is an option "log into" which user should choose the domain. In our organization there are devices which are not in domain like workgroup and they are visible in log into option. but there are no user to login through these devices. I want to know how can I make the "log into" option to our domain name so user does not need to choose his domain each time he want to login and he just need to type his username and password. Cause from the time that
Servicedesk Plus API
I want to know how I would request a list of tickets, or other items, such as requestors... Please tell me your API is more robust than you have on the documentation?!?!
Customization
Please give me your feedback on the below mentioned:
Changing the Site of Department
Does anyone know how to change the site of department from 'default settings' to something else? Can it be done with using the browser interface, or do I need to change it directly to the database?
forgotten Admininstrator Password
Hi, I have forgotten my password of Administrator which is the main password of the local authentication. How can I reset the password or return the password? Is there any way? Best Regards
Quick edit Status
On the homescreen, is there a way to quickly change the status of a ticket to On Hold/Waiting for someone else...etc without opening the ticket first?
Service Fields
I was creating a new template for a service request and did a missprint in a an option of a service filed (the new one that I drag-and-droped to a form). How can I edit this module or fully delete it? I can create a new one but their names will be the same on the left panel and will always confuse me.
How do I determine average response time per technician
Automatically assign asset to workstations during import?
We have a list of workstations an asset assigned to each one. Is there a way of importing both at the same time with each asset getting assigned to the appropriate workstation? There are 136 workstations to import (each with 1 asset assigned to it). We are using the serial number of each device (for both workstation and asset) as the name with the only other data value for each being an inventory tag #. Is there a way of importing a single spreadsheet with both workstations and the assigned
Migrate from MYSQL to Microsoft SQL Server 2012
Do you have a step-by-step guide to migrate one SD+ with MYSQL Server to MSSQL Server 2012? Tkx
Best way to load old tickets?
We recently acquired another company and want to put their helpdesk emails into ServiceDesk so we can do some analysis on the types of requests, volume by day/time, requestor, etc. Our system is currently set-up to import emails from an Outlook Inbox. We've set-up rules to move emails from a specific domain into a new queue. If I drag/drop from the pst into the inbox, the emails are ingested correctly but we lose the date of the email. The ticket is given a creation date of today (which makes
Service Desk Plus - customize the reply from requester action
Hi all, Is there any possibility to have Service Desk Plus follow the rule described bellow? - for every reply received from the requester, the request status should be automatically changed to a custom created status, with the exception of the Closed status More exactly: - we have defined some custom statuses to follow the internal request processing workflow: In progress, Waiting for..., On-Hold, etc - when a ticket is starting the process, it is manually changed to status In progress by the assigned technician and subsequently through
We have a voicemail that sends a mail to Servicedesk plus
The problem is that not all working with SD can see the case. The mail sender is: telephonenumber@forexample.com Because the sender do not exists as a requester it cannot be assigned a site and therefore not everyone has the authority to see it. Telephone numbers are different every time. Can I register *@forexample.com and connect it to a site in someway Hope you understand what I mean!
Survey E-mail
Hi, Is it possible to add request details in Survey e-mails to requester. I tried entering some of the information like Title : $Title Description : $Description Resolution is : $Resolution Technician : $Technician Resolved by : $UDF_CHAR4 With this I got the below results. Please help us improve our service by completing this short survey. Details of your request are: Title : Title Description : Description Resolution is : Resolution Technician : Technician Resolved by : UDF_CHAR4 Your feedbacks
How can i delete all requesters Accounts at a one time?
i need to delete all requesters accounts and start AD sync again on a fresh settings, how can i do that i am just can delete a punchs of 250 users on a time, i had synced 90,000 user! Please help?
Auto-generate 2nd ticket
I'd like to auto-generate a second ticket when an employee deactivation request is submitted. The second ticket would be routed to a specific technician to complete his part of the deactivation process. I've searched the forums and internet and cannot seem to find out how to do this. Thanks!
Should services be managed like assets?
Should services (web sites and services, in our case) be tracked as assets in SD+? If not, what is the best way to keep track of incidents, solutions, changes, etc. related to things like this? The relationship is something like this: one or more services may run on one or more servers.
Useful SQL Queries
Figured I would share some custom reporting we did to better track our tickets. This query isolates just the closing comments that a user leaves upon closing a ticket. select b.workorderid as "Ticket #", d.first_name as "Submitter", e.first_name as "Tech", LONGTODATE(b.CompletedTime) as "Closed On", a.close_comments as "Comments" from WorkOrderStates a, WorkOrder b, SDUser c, AaaUser d, AAAUser e where ((a.workorderid = b.workorderid) and (b.requesterid = c.userid) and (c.userid = d.user_id)
Leave type schedule for approval tickets
Dear all There is a question That I have Technician A is on leave for example for one week and there are some tickets which come to him. I set the leave time and Backup Technician during those days for him but there are some tickets which require his approval to send to the respective technician. With this configuration those ticket remains in Technician A' list which I don't want Could you please tell me What should I do to not to do it manually? Regards Negin
business rule data model
is it possible to get the data model for the business rules, I mean, the tables where the sql query is stored to check if a request match with the criteria specified in the business rule definition I've discovered so far rule_selectquery rule_wofield rule_wostate ruledefinition rules but not the query definition to trigger the action defined in a BR thanks in advance
Wanted to have document or ppt on asset scanning, Asset Management and best practices
--------------------- Rajesh Singh
Insert Resources (Questions & answers) programatically
I'm trying to insert "Resources/Questions" in a service request template by an external routine using this steps: - firstly, I use the API to insert the main entity (workorder table) and get the WorkorderID - then, I insert one record in WO_Resources table, with the correct ResourceID and the WOID I got from the API - finally, I insert 1 record for each question in that resource in the "ResourcesQAMapping" table, getting the questionid from the table called "questions" and the MAPPINGID from WO_Resources.UID.
Automatic Delegate request to corresponding technician
Hi. I have 4 sites, each site have a Technician, Is possible to configurate the application to delegate the request to the corresponding technician? Thanks in advance
link servers together
If I installed SD+ on multiple servers for different engineering department, how can I have data linked together? How can I have a management for all servers?
disable buttons
Dear sir I need to disable the Buttons where user can select which problems/changes (all problems, my open.) he wants to view, and that is essential for the configuration Im doing
Custom fields names
Hi all, I know how to modify the italian translation of the various field names by editing ApplicationResources_it.properties file. Example: by modifying this parameter I can modify the italian name of the "Request Type" field: sdp.requests.common.requesttype=Tipo di Ticket But it works only for the standard fields. How can I modify the names of the custom fields too? I'm looking for something like that: sdp.requests.common.requestcustomfield1=XXX in each ApplicationResource_xx.properties file (ApplicationResources.properties,
Actve Directory Scan - Map OUs to Sites?
Can I perform a AD scan where it configures the workstations discovered in different OUs to their corresponding site? Speaking with other techs at other customers sites they have said the only reliable way to get accurate info and not end up with unassigned machines and rubbish data is to run the startup agent thing on each PC. What's the better way to do it? Should the AD scan work fine for a company that's 8 sites, 150 PCs, 15 Servers?
Can we remove solutions tab
Hi i want to know whether i can remove the Solutions tab from Requester View? thanks muja
Bulk import solutions from .csv file
Hi - is it possible to import in solutions from a csv file. This will save rekeying in from a previous knowledge base
customize font in servicedesk
Hi I want to customize fonts in servicedesk. LTR font is verdana by default and i'm ok with it. I want to change default arabic font to tahoma, because Verdana is very hard to read for user. I found sdStyle_RTL.css, but it completly change the direction of the software. I only want to change the font of arabic language and left software in LTR. could you please help me and let me know which css should i modify Many thanks bigexex
view requester details
Dear All i need you help. Since we updated the hepdesk to Version 8109 the technicians are not allowed to view requester details. How can I solve this?? Regards Julia
Script to prune backup files
I take daily backups of the ServiceDesk database, which have grown fairly large. If I don't pay close attention, these backups can fill the drive and stop running. To fix this, I wrote a vbs script that removes any backup files older than a set number of days. However, when I run this the backup scheduling wizard in the admin console still shows the files that were deleted, and marks them as "File Not Found". Obviously, these file names are being kept somewhere in the database or a config file.
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