Integration SDP + Redmine
Hi everyone! Maybe someone use integration between Redmine and SDP? It will be wonderfull, if someone can share experience about that!
Report assistance
Dear Support, can let me know how I can generate a report for: Top 10 Incident/Request Reasons per month? 9.2 Build 9212 Thanks
BD SERVICE DESK PLUS
When I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
No ManagedConnections available within configured blocking timeout
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking.getting this exception. Getting above exception in my application.Give more suggestions for resolving this Issue. Thanks inadvance, Ramesh
Cannot send more than 1 approval to 1 person
Hi We're running VERSION NAME and since we've upgraded we've noticed that when you send the first approval, you cannot send additional approvals to this person's email address. We use this as a method to chase approves to make sure they approve requests. Is this a known issue or a new feature?
Automatically escalated requests
hello , i need to show Automatically escalated requirements report and manualy escalated requirements report. how i can do this ? Please, help me. Best regards,
Blank stages in the approvals
Sometimes an approver needs to be deleted, or there is an issue when they are approving. When we delete the name, there is a blank stage. Is there a way to remove the whole stage?
Import Requesters from Active Directory
Hy there, it seems that i can only import user objects from Active Directory. As i tryed to import contacts from Active Directory it failed. Is there another solution with import contacts? Thx in advance!
Assets Problem
Hi, A few weeks ago i can add normaly assets, now i have an error message "FAILURE :License violation. No more IT Assets can be added in the current license model." if i delete asset i can't delet a new with a same message, any help? Changes on the license a weeks ago?
Custom Trigger
Hi there, Just a question on how we go about creating a custom trigger to do the following: If a certain email address sends through a request it automatically gets assigned to a certain technician. There are no templates on how to create the batch file needed. Any help would be greatly appreciated. Thanks
Backup Failing
Hi, I'm pretty sure we're got an authentication issue with our scheduled backups failing, and was wondering if this was the case ? I've checked the logs of the serverout file which have been extracted below. Can you advise which credential is failing ? The Database or the account within SDP ? Saying this though, the application Event Log viewer says the backup failed due to the following: EVENT LOG VIEWER java.io.IOException: The process cannot access the file because another process has locked a
Resetting the Service Desk
Hello, We have done extensive customization on Service Desk plus and consequently logged several incidents during the test phase. Is there a way to "reset" the service desk to delete any existing tickets while retaining all other customization? Thanks,
SLA Problem
Regarding SLA problem we face problem on SLA as we make rule and it's not working well
2 of our technicians have lost permissions to their views
Both of their roles haven't changed. We tried changing one back to requester and then re-adding/setting him up as a technician again. When they log in, it creates a new requester and they can only see the requests and solutions tabs and no requests that are assigned to them. We have version 9.1, build 9114. Thanks, D
Multi-Pick List for Service Catalog Custom Fields
Please add the ability to have a multi-select list for Service Catalog Custom Fields.
Set Domain on Login screen to fixed value
We only have one domain for user accounts and would like to either remove the domain drop down or set it to always be a fixed domain. I have already gone in to Windows Domain Scan and made all other domains private. I have also deleted all local accounts and turned off Local Authentication. It still requires users to select the domain they are in. What can we do to simplify the login process for users by removing the requirement to select a domain?
Assign requesters from different sites to the same department?
I am trying to assign requesters from different sites to the same department so that they can see each others requests when they select the view "Show All Department Requests". Is that possible? Right now every site has it's own departments so you can have the same department in 2 different sites but I don't think they are related, if someone from one site creates a request the other requester in the same department but different site won't see it I don't think. I was thinking of maybe setting the
Problem with Network Scan for Printers
Dear Support, Printers are not identified in network scan, as all printers does not have credentials to login (like username and password) we login them directly using the ip address. kindly rectify the issue so that we can add the printers to the inventory. Regards Mooez
Asset Management in SDP
Can you tell me if SNMP v3 communication is available in SDP, yet? If it's not available at this point, when will it be? Leslie Myers
Default Worklog Type
Hi, You can make the appointment of a worklog type by default for the group of technicians? Each group technicians assigned to them by default worklog type. To default entered automatically. Thanks!
Select Group \ Assign
There is an opportunity to add a quick appointment of a number of requests for a group of experts: Select Group ---> Assign Often it required to appoint a large number of queries only to the group, without specifying the responsible specialist. Thanks!
Email ticket creation - works for users but not from Sharepoint workflow
Hi, We were creating tickets from an email sent by an Exchange mailbox. This was working correctly, the @@ commands assigned the ticket to the correct template and pre-populated the fields. We've now moved to using a Sharepoint list and the workflow from the list generates an email. The email is identical to the previously successful email and the email address it is using is listed as a technician in ServiceDesk. But the email generated by the workflow does not assign the ticket to the correct template
service desk plus SSO
SSO is asking for user name and password for authentication, can a tech help me to set up this right thank you
Mailserver Einstellungen
Hallo an alle, wir haben aktuell ein Problem mit den Mailserver Einstellungen. Nach jedem Reboot vom PC oder Neustart des Dienstes sind die Mailservereinstellungen für den Postausgang nicht mehr vorhanden und der Mailabrufstatus ist Gestoppt.
How do I manage certificates when I have more than one Exchange server?????
Hi all, Just looking at this application as a potential tool for our business but have hit a significant snag. Noticed that email was not being collected from the specified mailbox so went through the self certification process and it worked. Problem is, when I tried it again this morning, the old "could not find valid certification path.... " message came up and mail had stopped being collected. We have three exchange servers that load balance email and I think what is happening is due to the
Mail is not working correctly in ServiceDesk Plus
Our mail to SDP is not getting through, this for the past two morning we have had to reboot the server to get the mail to come through as a ticket. We restarted this morning and within a couple of hours it has stopped again. We are at version 9.2 build 9226 I have tried to report the issue but that is not working either, it just sits there spinning so my issue never gets reported. I have tried this in IE 11 and Mozilla Firefox.
Worklog REST API
Hi Team, Am trying to create new worklog using REST API, Getting error 'FailedError when adding work log to request - 32 - Time taken to Resolve or Start Time is mandatory field'. OPERATION_NAME : ADD_WORKLOG I tried to send input xml data : <xml><Operation><Details><Worklogs><worklog><description>Nanoheal client action</description><technician>Heather Graham</technician><cost>25</cost><executedtime>23 APR 2013, 01:00:00</executedtime><starttime>22 APR 2013, 01:00:00</starttime><endtime>23 APR 2013,01:00:00</endtime><workHours>24</workHours><workMinutes>0</workMinutes><otherCharge>0</otherCharge></worklog></Worklogs></Details></Operation></xml>.
Assigning Button Only Displays Support Groups
We just updated our SDP instance to 9228 from 9205. Before the update when we were in a request we could click assign and select a technician from the list. Now when we select assign it only displays the available support groups. Is this something we can modify in settings of SDP? Our support groups are automatically assigned by incident template so the ability to assign a technician directly is more useful than modifying the group. Thanks.
Inventory Audit Changes
I'm not sure when I signed up for this report to be mailed but it comes every day. The report itself is not very useful, it does show changes but it shows every computer regardless of a change. If it only showed the changed computers it would be much easier to read. How do I turn it off? The email is titled Inventory Audit Changes and the PDF says Audit Changes detected during the Scan.
Report generation
Unable to run some reports. Getting error message below. Have already closed connection and rebooted local system. Please advise how to kill a report Sorry, unable to execute the report, as a report generation for this login is already running
Requester does not exist (users with international charecters)
I see that the question has been asked often, but I can't seem to find anything about any fix or solution or anything similar. I create a request using the default template, if I choose a requester that contains non-international letters, I will get a notification saying that the requester dosn't exist, when trying to submit the request. There is no problem if the user dosn't have international charecters, Is there any solutions, or fix for this ? We're running version 9.1 Build 9111
How to add the Service in the Request form
Dear, I'm trying to configure a form to include the Specific Service (child of Service Category), but am not able to find the drop down. We're only able to see Category and SubCategory, but doesn't always replicate with the Service Catalogue. We're running version 9.2 Build 9227 Enterprise edition Please advise. Kind regards, JS
SD+ notifications
Hi, In the requester notifications for updates is there a way to include all fields that are updated by technician? Thanks, Amol
How to map the Asset fields in Incident templates??
Dear all, I have created a IMAC template where I want to map the Asset fields like HDD size, RAM, Host name etc. but I am not able to do so. Can you please help me in this case. Note: I am using Manage Engine Service desk Plus 9.2 Build 9202 Regards, Mayur Sawant 7506262144
Time change
Hello I write from Chile, where last Saturday I was ahead one hour, the problem is that the Windows server where the software is installed servicedesk this patched and the current time. but the platform with a atrazada servicedesk this time. we are in version 9.222, for your help
Is it possible to add an attachment in the solution box of the ticket?
An employee was wondering why there was no option to add an attachment in the solution box of the ticket. I was searching this in the ServiceDesk for a while, without any results.. Can you guys help me futher? Kind Regards, Litmar van der Horst
Email Notifications
We are a 2 person IT department and would like to receive an email when a new ticket is created and when a ticket is modified, but do not want to auto assign anyone to the ticket. Is this possible? We would like out of office replies to be ignored. Is this possible? Finally, when sending an email to open a test ticket, as the requester I am not receiving a confirmation of the ticket being created. Should the requester be notified when a new ticket is created? Is there a way to configure SD to
Solution
Hi, how can change the solution from technician to all user , we already created new solution and shown for technician only. thank you
Unable to set password for Technician
After creating technician in Users & Permissions, the new technician should receive an email to set up his credentials. The new user is not receiving the email to set up credentials.
Notification icon is not flashing
Hello manage engine team, We stopped getting notifications for coming answers. So when someone reply or when a ticket is assigned on to us.We cant see a icon flashing Any advices ? Thank in advance.
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