How to include hong kong in country list while creating site
How to include hong kong in country list while creating site
API or CTI
I´m looking for a program just like SDP for telephone call support logging/billing. I can see that CTI don´t support IP phone system. Can I then use the API to create request? In the API documentation Email and Subject are mandatory and I only have the phone number.
Scan changes Product names
Hello, I have following problem: I try to make a automatic scan routine, but the Printers are bugging for example: I scan all Ressources from IP x.x.x.x to x.x.y.y most of them get scanned, but at a few (mostly the HP LaserJet P2050 Series) the 'Product Name' changes automatically into 'unknown Printer' or 'HP-Printer'. Then i change it manually back into 'LaserJet P2050 Series' and after the next scan it changes back again. Is there a way to fix that or why does it always change the name. PS: i
Approval link can be changed for request & change ?
When we send a link for approval to a user the user approves it and based on it you do the things and close the call . After some day using the same link you can reject the approval . The tool allows you to do it . In History its captured for Request Approval not for Change . In PO it doesn't allow to change ? kindly help . Regards Manish
Modify Status Active - Add Additional Fields
Dear I am evaluating ServiceDesk Plus for use as building maintenance. It would be interesting to have to insert additional fields to modify state. example: Area: Music Salon It would be interesting to add other areas.
I've changed the server name and now when i log into services desk the explorer show the nex error
Could you please help me with this problem!! Thanks in advanced
Deleted Service Desk calls
Hi Guys I wonder if there is anyway to see at what time and how a call was deleted within the service desk application? Has anyone ever completed any auditing on this? Many Thanks
attach a file more than 10 MB
Dear all I want to attach a file to the Service Desk more than 10 MB while Submitting a request Could you please advise me what can I do for this Action ? Thanks in Advance Negin
SLA escalation at time of breach
I am wondering if there is any way to setup an SLA that will run the escalation at the time of the breach. For example, we have a SLA indicating that response should happen within 2 hours. We want the level 1 escalation to happen at the time of the breach but it appears you have to code an exact time to send the alert. I wanted to populate escalate after 0 days but didn't know what to put into time. Is it possible for the alert to happen right at the breach or are we limited to populating
Moving to new server with agents installed on assets
We want to move to a new server and understand how to do that. We have agents installed on our PC's now and in the registry of the PC's, it has the ServerIP and ServerName hard coded as the original server. Should we uninstall all agents prior to moving to a new server and then reinstall from the new server or is there a more automated way to get the agents to update and point to the new server installation? This will be both a change of server and database server.
moving from old helpdesk to servicedesk need CSV templates
I can export all my data from the sysaid helpdesk and import it into the servicedesk if i had a service desk template for the CMD and ASSET can anyone Help thank you
SDP stopped after upgrade failure
We were going to upgrade our SDP when a power failure happened then the machine restarted and upgrade fails. now, we can't restore a previous backup nor start our server
Service Catalolog and Priority matrix
Hi everybody The priority matrix is perfect to determine all the deadlines and the SLA, and is also perfect to follow the requests. Unfortunately, it seems that this priority matrix can't be used when we create some services in the Service Catalog. According to some contacts, it seems to be normal (we must use the SLA from the Workflow tab in the service request), but, if, for some reason, we change the urgency or the impact of a service request, the SLA is not automatically changed (even if the
Automatic entrance in Service Desk Plus 8.0
Hi, how to make an automatic entrance in Service Desk Plus with login and the password with which the user entered into windows?
Business Rules, better way to organize?
At the company where I work we are using SD+ version 8.0 build 8012. I have just received admin rights and have been working on the Business rules. We had roughly 50 rules before and now we have 90 and I try to name them so that you can get a quick overview of where they belong. Ex Hardware - San, Windows - WMI, Windows - Services. In order to get a better overview I reorder the rules but its kinda hard to move a rule they way you can now from the business rules page. Is there any other way you can
Software Allocation
I'm trying to allocate licenses in bulk, however, I am unable the licenses I have listed when allocating.... it always allocates the topmost license... Any way around this?
Can closure of a request be mandatory when last open task is closed?
Suppose that a request has several tasks associated with it. When a technician closes the last open task, can ServiceDesk Plus force the technician to close the entire request as well? We don't want any requests to remain open when all of the tasks are completed. If this functionality is not available, can a business rule be used to achieve the same result?
Task not created automatically when request is sent via e-mail
My default incident template has a task associated with it. When users submit requests with that template through ServiceDesk, the task is created as it should be. However, if a user submits a request via e-mail, the task is not created even though the default template appears to have been applied. I am able to manually add the task, but I want every new request that uses the default template to have this particular task. I am unable to create a business rule to accomplish what I want. Can I
Only administrator can establish a connection on remote control
When I create a technician with remote control capabilities, It cannot connect to the work stations while when using the administrator account it easily establish the connection. Is their an additional setting that i should do to perform remote control using other accounts? Thanks in advance :)
Automatically move unpicked request to another group
Can a request that has been assigned to a particular technician group be moved to another technician group automatically if it has not been "picked up" after a certain amount of time? Example: Suppose a ticket is placed in a "Help Desk" group. If that ticket has not been picked up after 2 hours, it is moved to a "Desktop Support" group.
Can business rule reopen a request?
I have configured ServiceDesk to notify a user when a request has been closed. I would like to change the status of a request from "Closed" to "Open" if a user replies to the notification so that the request appears in lists of open requests. I assumed that I could use a buisness rule to achieve this, but I do not seem to be able to create a business rule based on the value of the "Status" field. Am I missing something? Can this be done in some other way?
Can logic be used to change notifications dynamically?
Are we able to use conditional statements to control what is displayed in a notification? As an example, suppose I want to include the value of the $Priority variable in a notification that is sent to a user only if the value is "High." Can we do something like the following? IF ($Priority == "High") THEN $Priority // I am just making up the syntax here.
Standard field (DueByDate) removed from incident template
I have apparently accidentally deleted the DueByDate field. It does not appear in my default incident template, and it is not available in the list of fields that is displayed to the left of the template as I customize it. I can tell from e-mail that I receive that the variable is being set somehow, but I am not setting it. How is the $DueByDate variable being set if the requester doesn't set it, and how can I restore that field as an option?
Import alerts from SCOM 2007 R2 into Service Desk? Connector?
Hi We are currently using Service Desk and have recently moved to Microsoft SCOM 2007 R2 for alert management. I am wondering if anyone has already developed a SCOM connector for Service Desk so that alerts are published from SCOM into Service Desk using the API? Personally I would not like to have to re-invent the wheel and make one from scratch. Neil
Sites reappear after deleting...
Hi I'm very new to ServiceDesk so this is probably be a something very easy to sort.. Under Sites in the Admin page i have 85 different sites listed which have our department names listed, we only have 1 site. When I delete the sites they reappear the following day. I'm guessing this is related to the Active Directory import but I can't see a setting to ignore Sites. Any pointer would be great fully received...
Changes use and comparison to another Helpdesk
Our team is currently evaluating SDP and looking to improve on how we currently do things in comparison with CA's ServiceDesk (which we currently hate). Currently we use Changes to submit a ticket to initiate work and approvals for software updates. These updates are for in house applications. Right now when tickets are submitted it is done by the developer and is assigned to the developers group. Based on the category chosen there will be pre defined workflow tasks that require approval or rejection
Difference between Service Catalog and New Incident
Hi all I want to know what is the main difference between New Incident tab and Service Catalog tab and how can i relate these to tabs together. Thanks in Advance Negin
Error when creating a custom view for requests
When I try to save a new Custom View filter for requests as soon as I try to save it I get the following error : HTTP Status 500 -
Mass requestors deletion
Hello. Could you please advise how to perform a mass deletion of requestors from the SDP? Via SQL for example. Except embedded like 'administrator'
Batch or Tool for update many information
Hi, I have been facing the problem about Technician Group, When I changed the technician from group A to group B, the technician can't view thier old tickets on group A because these tickets can view by technician from group A only. This problem can solve by manually edit group from edit request page. However, I have a large information to correct and I can't manually correct them. Do you have any batch or tool for update a large information like this case? Best regards, Songtham
Assign empty db to existing Servicdesk Instance
Hello, We are facing the following problem. We have a Adventnet test instance where we test the build updates before applying them to production server. Now our test database is corrupt and we have no valid backup. Is there any way to tell an existing SD installation (Build 8008) to create a new empty database? Thanks for your help and BR, Markus
Delete old surveys and start from scratch
Would you please provide the SQL to delete all old surveys from SDP? I am on an MMSQL db. Thanks.
Receive a request via email into Service Desk Plus
Is it possible to set up Service Desk Plus to receive a request from an emailed form? Here is the criteria that we would like to meet. 1. When the Service Desk Application receives this email, a ticket will automatically be created/saved. a. Name = User who is requesting access b. Category = Portal/SharePoint c. Priority = High d. Sub Category = Permission/Access e. Subject = HickoryTech Portal Access Request Description = body of email current HickoryTech Portal
SDP Upgrading: does Upgrading have impacts to customize information or not?
I have read the topic about upgrading from this link http://www.manageengine.com/products/service-desk/faq-general-modules.html#Upgrading1 it's talking about Upgrading need to upgrade from version to version and it doesn't talk about impact to customization. Does anyone please tell me about impact from Upgrading to customization fields? Best regards, Songtham.
Request Closing
In rules of closing of the request the field "Expert" is marked, but requests are closed even if they aren't assigned. Why it happens? SDP 8.0.13
Customize Purchase Order Printed forms..........
I have recently upgraded to the latest 8.0 ServiceDesk version and I noticed the look of the Purchase Orders when printed appear different. Is there a way to customize the format of the reports so only certain info is viewable or better still, is there a way of customizing the report templates so I could potentially make certain reports appear as I wish. Thanks for the help..........
Problem with tasks
There is a problem... In the request there is a task list which are sorted according to process of passage of the request by experts. Dependences are put down - following task depends on performance of the previous. On idea the task can't be closed it is not closed yet previous, but upon this rule doesn't work! What not and where to correct? And the second question. How to make so that tasks which are assigned to one group of experts couldn't to close other groups of experts?
Purchasing Module in SDP: Do you use it?
I'm curious how many of you actually use the Purchasing Module in SDP. When it comes to helpdesk tickets I'm comfortable with making SDP work. But purchasing...is something new for me. To make it even worse my management team is like SDP has a Purchasing module, let's use it! Our billing team is still keeping track of purchases with an Excel spreadsheet, let's move them over and start tracking purchases in SDP. Well...on one hand this is great for me as it means job security. On the other hand...I
Browser support in SD+
What browser does SD+ officially support ? Sorry, but i have not found information about it. It seems full functionality is only in IE.
Automating Add Requests
Hi, We have an Excel file that we are using to track report requests. We want to migrate the information from that file into ServiceDesk. Is it possible to get the SQL insert scripts used to add a request to the ServiceDesk database? That would be our easiest solution since we can write code that will loop through the Excel sheet and insert a record for each row, pulling the appropriate ServiceDesk field values from the Excel columns. We are running ServiceDesk on an MySql database. Thanks, Don
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