Custom Query Not Running | HELP
Hey All, I am looking to setup a query that will return the following information: All Technicians Names All Technicians Email Address I have been trying a few different query's and for some reason none of them are running, or they are returning errors. Any help would be great! Thanks! Jeff Day
Replacing Categories - Can't delete the old ones?
Hello there! As i said in the topic, we are going to replace all our categories, and would like to remove the old ones. We get this error: http://prntscr.com/dmmqm3 "Category is in use by another module. As such we can not remove it from the database. However it has been marked so it can not be used" However, i can still use it, and i can not delete it. What do i need to do, to be able to delete it? With Kind Regards Lars Sverre Levang IT - Klepp Municipality
Deleting Support Groups
Hi, I am trying to delete some of the support groups on on Service Desk Plus but I get the error message saying 'groups cannot be deleted' I've tried to remove the groups from any service catalogue requests and check they are not present in open requests. Is there any other way to disable these or remove these from view? Thanks
attach file
Dear Sir, I would like to know if its possible to upload some attach file's which is belong to ( Picture, Microsoft, PDF,TXT ) only.
whole report of workstation changes
Hi Dears I need a query report to see all changes of the workstation from the first time that is scanned. i need to determine the periodic date for this changes. for example show me the changes from .... date up to .... date im using servicedesk plus version 9.1 MSSQL So Thanx
What permissions are required to delete a project?
We're using SDP 9234. I'm a full SDP admin with the Project Admin project role as well. Whenever I try to delete a project, I'm prompted that I'm not authorized to delete them. Why can I not delete projects? What permissions or circumstances are required for me to be able to delete a project? Thanks!
Best Practice to Offboard Technician
Hi, I was wondering what the best practice is to offboard a technician - Delete or Remove Login? What are the security implications of each? Best, Casey
Asset/CMDB Feature
Is there a way to add a field that provided or would display hyperlinked URL to an asset? This would be used to show webpages for things link network printer, UPS's, network switches, IP Phones, etc.
open and historical ticket view for managers - how to?
hi, is there a way of giving to every manager (users are imported from AD along with manager information) a view in Self-service portal for current and historical tickets reported by his\her direct reports? note: the setting in requester profile that he\she "can see all tickets in his\her depatment" is useless in multi-level organizational structure where "department" filed is used for indicating actually the team name. /mar
REST API filters by field "FROM"
Hello, Is there possibilities to filter notifications in “View all notifications” operation by “CREATEDDATE” field? Can I receive the “TOADDRESS” field and\or make selection by some specific value in “TOADDRESS” field? What parameters should be used for this purposes? BR
REST API version switch
Hello, I am calling “ServiceDesk Plus” REST API v2 “View all Requests” operation in C#.NET. http://xx.xx.xxx.xx:8080/api/v2/request . var SdpTicketRequest = new RestRequest(strRequestURLParameters, Method.POST); SdpTicketRequest.AddParameter("OPERATION_NAME", "GET_REQUESTS"); SdpTicketRequest.AddParameter("TECHNICIAN_KEY", SdpApiTechnicianKey); string strInputData = "{ \"operation\": { \"details\": { \"from\": \" " + idxFrom.ToString() +
Merge filter to include all tickets that are open from the same user
Team, Typically, when we are going to merge a ticket it is because the user has either requested the same thing multiple times or checked the status of a ticket using a new email message. It would be an extremely useful feature to have the a filter for "Open Requests by this user" (and be able to set this as the default filter). May I please have a feature request for this? Thanks, Adam
Category tree view
Hi, I replaced most of the default categories with ones of my own - removing the defaults prior to. The standard view looks fine but the tree view still contains some of the default ones. How do I get rid of them completly? BTW it has been over 30 minutes since I deleted them. Thanks Daryn
Resolution tab after updating
So we just updated to the latest version and see new options when you close a ticket. By default now under "Resolution" we have Resolution, Solutions Tried Solutions.. Where can I change the default to be Resolution, currently it's set to Solutions.
Resolution tab on requests is defaulting to Solutions instead of the Resolution
I'm not sure when this was added, but whichever build added the light bulb the the Resolution tab also made it default to showing Solutions when clicked, instead of the box to type a resolution. This is really annoying for us, because with the types of requests we receive we can rarely just add a pre-made solution, so we end up typing one almost every time so it was preferred to have it default there. Is there any way to return it to the original behavior? So that it opens to Resolution within the
Solution Auto Suggest: Possible to disable this feature?
Is there any way we can disable the Solution auto-suggest feature that was just implemented?
Change Default tab from Solutions to Resolution, under Resolution.
Will there be a way to change the default tab under Resolution - so it will default to the Resolution tab instead of the Solutions tab?
how to Close to archive user access requests
Hello I need to do is when a user requests access to archive not only by technicians.
Differentiating Affected End User
Is there a way to have Requester and "affected End User" information populated on templates? We would want the information to auto-populate from Active Directory for Requesters and Affected End Users. We have groups which enter tickets for other users. I have been testing, but I have not been able to get it to work. I am not able to User ID (sAMAccountName) to the form. If I create a special field in the Service Catalog area, it just shows up as the default value that I entered. I was able
Asset CSV Import - Description
Hi, Is there a way, or can I suggest as a feature in a future build, to populate the description field when bulk importing assets with a csv? Thanks, James
Recommended solutions - What is the criteria for suggestions?
The helpdesk techs are liking the idea for the suggested solutions displayed on the 'resolution' screen however none of our internal technical KB's seem to show up there. For instance, we run Mimecast for our mail filter and occasionally the guys will get a ticket regarding a held email that they will need to release. The ticket details almost exactly match the KB article for keywords like 'held', 'email', 'mimecast', 'spam' etc The article for releasing an email never shows up however. A couple
Error Starting the Server
I get this error when trying to start the service desk: Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to DEFENSE SECURITY COOPERATION AGENCYITCATHY Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details
Supporting customers at multiple organisations with multiple sites
Okay, bear with me whilst I try to explain... We're a software company supporting multiple organisations with multiple sites. Any customer from any organisation can log a support ticket for any site using email, telephone and the online portal. Now this is where is gets more complicated- A number of these organisations have third party IT support who log calls with us on the customers behalf and some of this third party IT support companies support multiple organisations. We want to automate and
Android App Login
When I try to login to the Android application using my domain login I receive the below error: Login Failed. [TechnicianKeyDefinition] Violation of PRIMARY KEY constraint 'TechnicianKeyDefinition_PK'. Cannot insert duplicate key in object 'dbo.TechnicianKeyDefinition'. The duplicate key value is (2345). Can you please help me to get logged into the app. Thanks
Notification rules create own content variables
We import the "cn" from Active Directory and we want to use this in the notification rules, and if possible also in the incident template How can i archive this?
Syncing multiple domains
We use AD for authentication for both our requesters and technicians with an update every three days. We have two domains, but the Active Directory settings only allow for us to enter one domain controller for syncing. We do have a trust relationship between domains so we were hopeful we would be able to use one DC address to obtain requesters from both domains. That doesn't seem to be working. Anyone figure a way around this?
Webpage sample to create a request
Hey All, My site is classic asp and we are trying to see how to create a request from our website page and interpret the response. Does anyone have any sample webpages we can look at to make this happen? Many thanks in advance
Quick Action: Mark Availability
When logged in as Admin the quick action to mark technician availability only allows to configure the first technician in the list. There should be a drop down list of available technicians. When logged in as a user the quick action allows you to only set your own availability -- which is the expected action. SD 9217 Enterprise MS SQL ------------------------- Canada
High CPU on java.exe
Hi I have problem with java.exe use 100% CPU, it happend direct after I start Servicedesk Plus. It seems to be problem with mail fetching, If I disable mail fetching CPU usage i back to normal but increase to 100% when I start it. I have confirm that the server can access port 110. 9.2 Build 9227 MSSQL //Peter
Tracking and Allocating Software Licenses
We currently have purchased Visual Studio licenses per user that allow for multiple installs; one install on a users primary workstation system as well multiple installations on virtual test system(s). This also includes downgrade rights from the original license to previous version(s). You thus end up, for example, with a single user license that may have 2, 3 or more installations based on that single license purchase. The issue we are running into is that we need to be able to allocate each of
Drag and Drop attachments to incidents
The capability to drag and drop files to add an incident attachment would be nice.
Quick button to list all open tickets for user
Hi folks, If this can be done via a custom script or menu, I'd appreciate the help. Function: While viewing a ticket, I'd like a shortcut to pull into the requests view all open tickets for a user. (This would be a filter in the present view, as Actions>View Requests by User doesn't allow us the efficiency we need. Use Case: User calls with issue, and then states they have other open tickets they would like to address once the present issue has been completed. Any thoughts on how we can accomplish
Build 9236 UI problem
We just installed patch 9236 last night and the "jump to" functionality gives a "User Does Not Have Sufficient Privileges" message. We have an active Desktop Central installation and my user can access it directly but cannot get there from SDP. We see the Desktop Central link and sub-menus but can't use them. I confirmed the API key in Admin and it resolved. Please advise. Thanks SQL Server install 9236 build
Error while loadind XML from scanned Pc
Hello. I found many Failed XML file in folder scannedxml. i check log file SDP and found problem: '&' in software Vendor name. <Software_2 Name="Ashampoo Burning Studio 6 FREE v.6.80" Key="Ashampoo Burning Studio 6 FREE_is1" InstallDate="20121015" Vendor="ashampoo GmbH & Co. KG" Version="6.8.0" Usage="Not Known"/> In name software & <Software_307 Name="REALTEK GbE & FE Ethernet PCI NIC Driver" Key="{ACCA20B0-C4D1-4BF5-BF21-0A0EB5EF9730}" InstallDate="20100224" Vendor="Realtek" Version="1.05.0000"
Search bar not working
We have upgraded to the latest version 9237 When using the search bar 'Type here to Search' and selecting 'Incidents' > 'Default Search' it searches 'Solutions' and not Incidents as selected.
Unable to search Incidents keeps defaulting to Solutions (9237)
Hi, We have upgraded to the latest version 9237 and when using the search bar at the top and changing the magnifying glass to Incidents>default search, it keeps searching Solutions and not returning any incidents. Any assistance would be great as this is a key feature that is in use daily.
Template field
Servicedesk Pulls in various fields when scanning users. One of the field populated is login name. Is it possible to add it to template to auto populate when you enter the users name?
Unable to apply a rule to Requesters or All users
I am unable to apply a rule to Requesters or All users. Only Techniciens is displayed in the drop down menu... It is supposed to be possible as explained in the admin reference. Types of Users The rules can be applied to Requesters or Technicians or All users. However, the rules that are applied to Requesters only will not be applied to Technicians, and vice versa.
Notification Problem?
Our notifications are set to not update users when their request is assigned to a technician but to notify them when their request is updated. Apparently the system treats the assignment of the request to a tech as an update, so the user gets an update notification when their request is assigned to a technician. Unfortunately, assigning a request does not really change anything or add any useful information to it, so when the user then checks on the request to see how it was updated (ie. what work
E-mail Command
hello, i cant find email command manual or list avaible options. seems like a really cool feature, cant wait to try it out. searched web and forum couldnt find anything that would help me thanks
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