How many categroies-subcategroies and items can i create
Hi, How many categories-subcategories and items can i create? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Strange behavior of access rights in Change Module
Hello. We have got some strange problem. When I assign to a regular user a ChangeRequester role (or Reviewer or both) he can't access the change request details page. When he clicks the URL the pages shows "You are not authorized to view change module and details". Change module roles and rights are by default - I didn't change anything.
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Hi, I have implemented your service desk plus trial solution, but have experienced problems regarding email configuration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but the application just can not authenticate with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyтhing that can possibly be problematic. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a exchange
Description parameter on Notifications
Hi to all, we have experienced, in one of our installations, some problems with notificacions. If we include $Description field in any of notification with others parameters like $requestername, $Requestlink, message only shows $Description field. The others fields are missing in notification and SDP only send $Description. Could you tell us any solution for this issue? Thanks in advance Installations details: W2012 Server SQL 2012 SDP 9236
SLA for the re-open tickets is not working right
Dears,Could you help me in the below issue;- if we have resolved ticket and before the ticket get closed by system the requester has re-open the ticket and the ticket become due even if the ticket have a few hours. - second case if the ticket closed and the requester has re-open the ticket the new SLA is less than SLA that should given while re-open the ticket......could you help me to know the reason and the solution to fix this problem. Thanks in advance
How do European time, 24h in SDP?
Single Sign On without importing all users
Hello, We are an auxiliary organization on a college campus and are using SDP for our organizations help desk. We have Active Directory Authentication enabled and working, but would like to also use pass through authentication, however, it seems this feature requires a full AD user import. We only setup login accounts for our employees and not the entire campus community and do not want all AD users to have access to our help desk. Is it possible to enable SSO without doing a full AD scan of users?
SLA Problem
We have an issue regarding escalation timing as we created a SLA that should escalate the ticket after 30 minutes+1, although the ticket is escalated some times before the 30 minutes and sometimes its marked as SLA violation but not escalated . Thanks
urgancy
In the reports tab, how to add more columns in the "Available Columns"?
Projects: add members by group
We would like to add members to a project by group. This would be the same group used for requests.
One Technician being automatically assigned tickets
Hi, One of our technicians is randomly assigned incoming tickets. This does not happen all the time but when it does, it's only to this one user. When we check the ticket history, there is no indication of it being assigned. Has anybody else seen this issue? We've confirmed no business rules are auto-assigning tickets and none of our request templates list this Technician as the default recipient. As another piece of possibly useful information, this Technician is the first alphabetically in our
Dashboard isn't working after update
Hi, there is some problem with Dashboard after upgrading to the latest version of SDP. It's just doesn't load. Looks like that:
How can I change the price of a product?
Folks, I'm trying to change the price of a product. 1. I go to Product, and look up the product. 2. I go to the produce and open it via the link, which then shows the Asset Management - Product> Product List with my product in the Product Details. 3. I <click> on the Vendors tab and, since I only have the product associated with one Vendor. I see the vendor and the product price. 4. If I <click> on the edit button on the product, the Product Details are populated above. 5. I then change the Price
Desktop Central menu
Hi, I'm trying to give my technicians the menu for desktopcentral within servicedesk. I have the systems both setup and connected to each other. I have enabled the settings and users can jump to desktopcentral etc. I have enabled them to have access to it in servicedesk and checked and this works ok. However it does not display for any of these technicians. I've followed the guide here - https://www.manageengine.com/products/desktop-central/help/configuring_desktop_central/ui_integration_with_servicedesk_plus.html?sdpi
Self-help PORTAL
Hi there, we're using SPD+, but most of our users prefer to use email for request. And I think it's because, self service portal is too difficult for them. They can't understand what they must do to create a request in SD. It would be better, when they have an ability to self-help with their request, ex. User login to SD Portal index page welcomes him and ask a question - You have a problem or some thing different 2 buttons Incedent\Problem and Request If Incedent Portal offers small servey like
ServiceDesk Plus 9228 Released
Dear Users,
SDP 9228 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html New features in 9228: SDF-63023: Service Catalog can now be obtained as an Add-on for Standard edition. SDF-63419, SD-61445: Field and Form Rules Enhancements: Ability to copy rules to multiple templates Action to add/remove options from the Pick List field through UI (except Site & Group fields) Action to set values for fields through UI Action
Select asset in request
Hello guys, When you create a ticket SDP automatically suggests the hardware assigned to the user. However, it is possible to select any other asset or component (as it should). But in the "Select Assets" screen, can u make a search texbox available please so we can search in the assets by asset name or serial number, product type, product name, etc... With regards, Insectiside
Lock Closed Tickets
Hello, Is there a way to make a ticket un-editable once it has been closed? Ideally requiring the technician to re-open the ticket to make updates or changes, and in a perfect world - notifying the requester of the changes. Thanks, James
Technician Assignment Emails from ServiceDesk Plus iPhone app
Hello, I am using the ServiceDesk Plus iPhone app along with our inhouse ServiceDesk Plus installation. I am finding that certain activities, when performed using the mobile app, do not generate the same email notifications as the web app. For example, if I create a new request on the iPhone app, I receive an email confirmation as the requestor, however, I am not receiving the second email I would typically get as the system administrator. Most importantly, if I assign a ticket to a tech using
User creation assistance
We are currently using ServiceDesk Plus Enterprise and ADManager Plus Professional in our environment. I would like to build out an automation between the two so that once a request for a new employee is submitted, information that was entered in to the original request is sent over to ADManager Plus and using information contained in the ticket, select a creation template and build a new AD account. Unfortunately the documentation that is located in both applications is quite vague as to how to
Strange UI after upgrading to the latest version
Hi! After last upgrade which changed UI it have a bug that can't be solved with reinstalling SD. When I point SD to the empty Postgres Database UI looks fine so I guess it's something in database went wrong. Bug looks the following way and exists on all tabs: Thanks in advance!
Report to show how many new requests assigned to a certain group for last week
hi all I'm looking to build a report that will show me how many new requests were created and assigned to a particular group for last week Thanks
how many long duration servicedesk plus record the asset's log changed?
Hi Dears I want a whole history change of some workstation from the first time that system is recorded in the system, but search when i search a detail of this workstation from the web of servicedesk plus it has just return a 15 day details and when i search it in DB i can just see the 1 month recently history of it. is servicedesk plus record all of the changes from the first or just a recently month? if the answer is yes how i can access the history of some workstation.? i need a query to access
Restore local authentication
Hi dear customer support I had a miss configuration of authentication method and the local authentication is disable now, and I can not see local authentication for administrator login in the dropdown menu on the login page. could you please help me how can I login as local administrator to chenge the configuration and edit it? is any way to login as administrator? Thanks
See who's admin through asset scan
With the current asset scan, every user account is fetched and display. It would be nice feature to see in which group the user is located and also be able to create a report from all asset for example who's in the admin group or user or power user group.
Ticket can be resolved/closed without resolution
Why in the new version of SDP the ticket can be resolved/closed by technician with empty resolution ? Please your advice.
Migrate version of Service Desk Plus
hi, i have a question, i can migrate version 9223 to 9236 Service Desk Plus without any problem, Thanks, Greetings!!!
Update an asset's location - Custom Trigger?
I'm very new to ServiceDesk Plus and am trying my best to learn how to automate certain processes. I've created an equipment request template that contains location fields for which the device requested should be deployed. Our techs review the ticket and if approved, assign an asset to the ticket. Is it possible to get the location information from ticket and append it to the Location field of the asset automatically?
Cost center field in purchase order template removed cost center number after 9233 patch
Am I the only one with this issue? After the upgrade to patch 9233, the cost center field in purchase order no longer shows the cost center number, instead it shows the cost center name associated to that number which is not good for me as I need to see the number.
Notes vs. Resolutions vs. Solutions for technical details.
Hi guys, Just looking for some examples of how others are using the different areas of the request module. Basically, we use the 'Notes' section for technical details and the resolution sections for the user facing stuff. This is mainly due to the resolution being sent in a notification to the user when marked as 'Resolved'. The problem with this is a that all of the new 'Solution' based functionality is based around the 'Resolution'. Adding solutions, finding solutions etc. This has led to a real
Replying to a Request email template shared with technicians and requestors
I have setup the email template for "replying to a request" under Notification Rules with the mindset of this being used mostly by Technicians, and it is as follows: $FirstName, Thank You, $Technician ###-###-#### Company Help Desk The issue is that I've found that when a Requestor logs into Self-Service and uses the Reply feature, it uses the exact same template. Needless to say, the template above doesn't make much sense if the requestor is replying. Is there some way to separate out requestor
Anyone know how to separate "New Request" from "New Incident" in the Self Service Portal?
Hey everyone, We are currently operating SDP 9.2 9226build and I am trying to separate New Incidents from New Requests on the Self-Service Portal. I have looked through a forum or two including this one and can only find results for version 8.2. This is the only response that I have seen for v8.2: "After upgrading to version 8.1, by default, the Incident Catalog and Service Catalog will be merged as Request Catalog. In order to split this into Incident Catalog and Service Catalog, go to Admin-> Self-Service
Java error when running Query report - string index out of range
I have a number of Query reports that I created earlier this year. The queries themselves run without issue in SQL Server Management Studio, other than the use of LONGTODATE. But the reports error when I run them from within the SD Reports module. This error is displayed - java.lang.StringIndexOutOfBoundsException: String index out of range: -1. Has anyone else gotten this error? We recently upgraded from 9.2 Build 9229 to 9.2 Build 9235. I don't think that this error came up until the upgrade
Service Desk Plus Mobile app
Hi all im looking to deploy the mobile app but i have some issues with signing in. I have found the following article below, but i have an issue signing in. Other than having the standard web app i have made no changes or purchased any other modules. We are using LDAP as authentication Have i missed something Thanks https://www.manageengine.com/products/service-desk/help/adminguide/mobile-client/iphone-app.html#login
Email distribution lists
Currently, there is no way to select a distribution list to which announcements can be sent. If I want to send an announcement to a group, I have to provide the fully qualified email address. For example, I have to type in AllStaff@mycompany.com.au When users are imported fromn AD, the distribution lists should also be imported and technicians allowed to either: select the DL from a pick list have a "type ahead" feature like that provided if I start to type in a user's email address. Ideally,
Business Rules
Hi, I would like to hear examples of how you are using the Business Rule feature within your organizations. I'm new to the product. Thanks Terry
What is the character limit in a comments field?
What is the character limit in a comments field, specifically the 'comments' field within the 'close request' object for ServiceDesk Plus. Thanks
Rest API to Add Requesters
I'm trying to come up with a way of automating requesters without using the AD sync functionality (It's a complicated mess, but we can't pull from the AD, directly). I'm able to add a requester using the Rest API, but I don't seem to be able to add extra information like: Login name, domain, password,first name, last name. All those attributes cause the api call to return an error with "invalid column names". Is this a thing where I have to add the requester, then immediately update them? Thanks
"Approve Service Request" greyed out for a user
Hi, I have one user that does not show up in the list of approvers when I am trying to set up a service request workflow. When I checked his user record the "Approve Service Request" checkbox is set, but it is greyed out so I cannot reset it. I am thinking if I can fix this, the first issue will be fixed as well. Regards Dave
Field and Form Rule not working
Hi, I am using "field and form rules" for the first time and can't seem to get it to work. I've set the rule to hide the fields below in the form if "yes" is selected, and then selected all of the fields that I wish to hide. The rule is configured under "on form load", rule execution is "on create/edit" and it applies to all users. I have enabled the rule. However when I open the template to log the request and select yes, nothing happens....it's ignoring the rule. Have I missed something? In
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