Questions about filtering and translate
hello guys I have some questions about manipulating the requests and technicians. 1. is there a way to recieve the request with the devices it self? for example in the case of broken or sth. 2. how to filter some menus in "new request" for some technicians? 3. is there a language file for working on it and import it? how we can translate the ServiceDesk Plus to other languages? Best regards Abdo
CLOSEAUTHKEY in autoresponse differs from workorder.closeauthkey
Dear SD support! After upgrading to 8.0.0.3 i've noticed that requester cannot close request clicking the link in the autoresponse. Digging the problem, i've found that CLOSEAUTHKEY in e-mail differs from the one in the database. What gives?
Dashboard
Hi, Just installed this, but cant seem to find the Dashboard Tab whihc normally sits at the top. Is this normally a defaul tab, or is it only available when certain features installed? How do i get it back? It was deleted, it just isnt there when i installed... Thanks
Upgrading from 7.0 to 8.0
I checked the "About" page and clicked on the "details" link and found that it recommends using the migration sequence if you're below build number 7500. What it not clear is if this applies to 7.0 or 8.0? In other words, I want to make sure I follow the right path for upgrading and I'm currently at 7.0 Build 7018, so do I need to follow the migration sequence process or is that only for 8.0 Build 7500 and above?
Service Catalogue
Hi, We are deploying Service Desk Plus (SDP) and before we have created our Service Catalogue. With Service Catalogue we want to list to all our services, including incidents verification. The problem is, with Service Catalogue when cannot create an “incident form”, he always create the form/request like a service request. So we cannot evolve from an incident to a problem with the Service Catalogue forms. Thanks in advanced, Best Regards, Henrique Alves.
"Old" SLAs to Service Catalog
Hello! Please, explain to me, old SLAs (defined in non-ServiceCatalog module) can be applied to requests, created through Service Catalog templates? Thanks!
REST API Error - GET_REQUEST
I have successfully added requests using the API. Now I'm in the process of retrieving data from the REST interface. I am accessing http://<service desk server>/sdpapi/request/<ticket number> I am sending the following POST attributes: OPERATION_NAME=GET_REQUEST TECHNICIAN_KEY=<valid key here>Here's the output I'm getting: <operation name="GET_REQUEST"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation>
Unable to remove Groups from Service Desk
Hi We are unable to remove Groups on Service Desk. It comes up with error " Groups cannot be deleted as it is being used by other module " Please help. Thank you Michelle
Tech Availability Chart "Unavailable" color not showing.
Since upgrading to the most recent version (8.0.0 Build 8006) we can no longer see the pink-ish color for "Technician Unavailable" on the Tech Availability Chart. The leave times are still marked, but the color does not show up in the main view. Any suggestions?
Change administrator login - Free Version
I am giving this program a trial run with the free version. I configured AD pass through authentication but I dont use the administrator account to login. How can I change the administrator account name so I am the administrator on my account. Everything I previously saw said to make another tech and login as that but since this is the free version I am limited to one tech.
Update to 8007 broke admin login
After update to Service Desk Plus version 8007 today, I am treated like a normal user at login instead of the admin I should be. I cannot see any of the advanced tabs at the top. It worked for a while after the update but eventually I could no longer login(still recognizes default domain though and bypasses the login screen).
I am unable to send completed and resolved notification
i have configured resolved and closed notifications to be sent out to requesters, but they do not send. All the other (new notification, etc) go fine Any ideas ?
Technician cost per hour
The cost per hour for all technicians keeps resetting back to 0. I've manually went in and editted 80 technicians to $65 per hour. Somehow the software keeps resetting the cost to 0? Also, it would be nice if I could have a global cost per technician instead of having to manually edit 80 seperate technician costs. Regards,
Email Fetch Problem
I am having an issue with mail fetching. (Build 8006) Quite plainly the server will not fetch mail even if I stop and start sending. The only way is to quit and restart SD. Last attempt to fetch mail does not have a time stamp. Attached is the support file from before a restart
Notifications about approval action
Hello! After upgrading to 8006 we've got situation when approving person of the request perfoms some action (approves or denies) - then the e-mail notification is sent to approval starter. The problem is that approval starter gets not one but two e-mails. In conversation history (in request details) it shown as letter was sent to: "e-mail@domain.com,e-mail@domain.com". The name of the message template - "Notifying Approval Sender for Approval Action". Please help me to reduce the number of letters
SQL and Query Editor
I'm trying to create a report using the Query Editor on Service Desk Plus. I'm trying to simply run a report that lists the computers which have approved Antivirus software installed. (I associated several software packages with a new software category called "Antivirus", SoftwareCategoryID 301) Also, I would like to run a report that shows all scanned computers that do not have approved Antivirus software installed. On our SQL server I've built this query for the first part: SELECT [WORKSTATIONNAME],
Incorrect Request URL when integrating ServiceDesk Plus with IBM WebSeal
My team is going to integrate our team portal, which deployed to IBM WebSphere, with ServiceDesk Plus. The integration is implemented by using IBM WebSeal ID to pass the required login information to ServiceDesk Plus so that ServiceDesk Plus appeared as a module (http://<DOMAIN>/servicedesk/) of our team portal in the URL. The login function works very well but we found some functions in ServiceDesk Plus cannot be used correctly. Having traced reason with some tools and we found the requested
Urgent: Requests made from Service Catalog doesnt use Request closing rules
Good day, we are on 8.0.0.3 and have pretty big problem - requests that are made from service catalog doesnt use Request closing rules, they are simply ignored. Is that a feature or a bug? Is there any way to prohibit it?
Upgraded to SDP 8.0.0.6 and now all requests via email are set to Mode: Postal Mail instead of E-Mail
Since upgrading from 7.6 to 8.0 all of my mail->incident requests are flagged as mode: Postal Mail... How do I get the system to correctly flag these as E-mail again? This worked properly in 7.6.11 so it has to be some artifact from the upgrade. Thanks
Unable to add Software Licenses in ServiceDesk+
Hi. We're using ServiceDesk+ 7.6.0 build 7611. I'm trying to add a new software license in the Assets section but when adding the product name I get this error: FAILURE :null Please report the problem to the system administrator, with the Error Code - 1,293,716,205,584 Then when I try to add the details it just doesn't do anything. Has anyone else experienced this, or know what the error code means? Thanks, Dave Screenshot of error:
Administrator is no approver
As Supportmanager I configured servicedesk that I am the main SD+administrator. We are also planning to open the ServiceCatalog. All technician's and other users are configurable to be Service Request Approver exept me as SD+admin. Can you please make this also available? Best regards, Mark Picture is from a normal technician :
Issues after upgrading ServiceDesk+ to 8.0
Hi. Since upgrading ServiceDesk+ to version 8.0 we have the following issues: 1. When selecting a requester in Admin -> Requesters nothing happens. Clicking the requester simply doesn't do anything, just reloads the list - doesn't show the details for that requester. This occurs for any user despite logging out and in again, deleting temporary internet files, etc. 2. When selecting Assets -> Software -> Software Licenses it gets stuck in an endless loop of loading the page http://servicedesk:8080/SoftwareLicenseListView.do?null and
Business rule to send notification if Subject contains certain word not working.
I have setup a business rule that is supposed to send a notification when a new request is received with a subject that begins with "afterhours". It is not working. Where should I start looking? Thanks Dave
Auto assign technician where technician shifts are involved
I really like the auto assign feature, however in the environment that I work in, the service desk analysts work on a shift rota. Some finish early and some start late. Does anyone know of a way of specifying the availabilty of analysts to cater for a variance in their start / finish times. If the system assigns a call to an engineer that has gone home for the day or who isnt in till mid morning, then sla's can be affected.
Wrong request ID being assigned
Hello. I have upgraded to version 8006 of servicedesk plus and beginning today i have experienced the following problem. Most of the requests are being assigned a wrong ID, therefor they are not appearing in the requests list, because the requests with that ID have already been solved. Would appreciate any lights on the mather. Thanks.
Problem assigning technician when editing request details
We are on version 8006, and when we go in to edit the request details, the technician drop down is blank, but when we use the assign button at the top, they are present. This adds an extra step when we are filling out ticket information when handing out requests.
SD Password Reset
We do not use AD Integration for our User Accounts - this is due to a large number of users not being a member of our Domain. With this in mind, we do have a lot of users requesting password resets to access the ServiceDesk portal. Many applications/portals would usually have the option of resetting a password when logging in. So far I have not been able to find such an option within ServiceDesk. Would it be possible to include a 'Forgot Password' option at the login screen? This would then free
Who can raise a Purchase Order
Hi All, Who can raise a Purchase Order? i.e can an normal requester be allocated access to raise a PO similar to where a requester can be allocated access to be a purchase order approver? Thanks Brett
Migrating SQL 2008 x86 DB to SQL 2008 x64 DB
I currently am running Service Desk 7 Build 7608 and planning of at least upgrading to Build 4611 (might be going to version 8, don't know yet). Server is running on a WinXp virtual machine (VmWare). We are currently using a SQL 2008 Server x86 DB We need to migrate it to SQL 2008 Server x64 DB (due to different technological choices) Will our database still be usable after a migration on SQL 2008 x64? Thank you for your support!
I can not create change
ServiceDesk Plus 8.0.0 Build 8006 When creating a new change and after clicking on the "Save" button, nothing happens. Also, I can not select a subcategory and position. Help me, please. My e-mail: ousenko@gmail.com
need to know how to import mysql data to MS SQL 2005
need to know how to import mysql data to MS SQL 2005
Alphabetical date order in reports.
Hi SD support! From v7.6 date in reports is sorted alphabetically - i.e. Dec comes after Aug - and it's strictly incorrect. Is where and way to change this behaviour to 7.5 style - sorting date numerically?
enable requesters to change the status of Priority field on a submitted request
Hi, I have not been able to figure out a way to enable requestors to modify the status of the Priority field after they have submitted a request. There are times when a user submits a request and the issue is simply a Priority 3 and then for some reason it becomes more urgent and they would like immediate assistance. I have business rules defined that automatically send alerts when support requests have been sitting in queue for a specific period of time and not assigned and it would be helpful
Priority Matrix is useless in SDP
Hi there, We are using Priority Matrix to prioritize the requests. But there is a leakage in this process that Technicians can change Impact and Urgency values anytime themselves, even if you deselect the "Allow requesters and technicians to override the Priority Matrix" button in Priority Matrix configuration section. According to this, Priority can be changed in any time by a Technician. How can i restrict the Technicians to change the Impact & Urgency values? From my point of view this is not
Can't enable NTLMv2
Hello. I've just installed SDP 8.0 build 8006. And I can't get SSO work. I've trieв to install it on Win2008R2 and Win2003R2 x86. All the same. Users get blank screen when they try to login. But I've noticed some strange behavior. Here is the log when I try to enable SSO [13:27:58:130]|[12-24-2010]|[com.adventnet.servicedesk.setup.action.ActiveDirectoryAction]|[INFO]|[33]|: Trying to enable Active Directory Authentication by skull:::: User:skull trying to enable Active Directory Authentication |
API request issue. Please help!
I am having a problem when trying to submit a request via servlet api. The requester information is not crossing. Instead it uses the credentials i pass through to create the request. Has anyone encountered this problem and found a resolution. Thanks, in advance.
Requests hang when accessing SQL database.
Hello! There is a problem with the Service Desk. Requests hang when accessing SQL database Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how to solve this problem? Maybe it has something to do with Java on the server?
Warning window
Team, I see the following small issue. I try to assign an asset to the user. I chose the asset and changed 'Asset State' to the in Use. SD asked to choose user. I should choose user. I chose xxx. But should be chose yyy. I changed user to yyy and see warning window as on screenshot. Can you please turn off this annoying warning ? This warning will be apper each time when you will change the user (first time is ok). Just do it. Thanks
Asset Agent
Hi I am evaluating v 8 of sdp, I noticed the asset explorer, what I do not understand is why when an asset is in a remote location in the service desk inventory it will try to connect to the local ip address of the asset (ex 192.x.x.x) instead the current public internet address, I have in the agent config selected both methods but still all remote machines will show their local / ip address instead of public address making it impossible to remote control or even refresh the invenotry of them Regards
ServiceDesk won't startup after restore
I took a backup from ServiceDesk which is in live environment and I want to use it in test server, but after I restore the backup the ServiceDesk won't start the serves. It just try to start again and again. Booth of them is 7.6.0 Build 7611. So how can I do it in right way?
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