Blank page on startup [RESOLVED]
When I start my service desk up the page is blank I can not enter logon info. ===================================Start Up Log File====================================== C:\Users\cogenyk\Desktop>set wdir=C:\Users\cogenyk\Desktop C:\Users\cogenyk\Desktop>set PRO_HOME=C:\SDP\ServiceDesk C:\Users\cogenyk\Desktop>cd /D C:\SDP\ServiceDesk\bin C:\SDP\ServiceDesk\bin>SDPLaunch.exe -launchapp C:\SDP\ServiceDesk\bin>set ERRCODE=0 C:\SDP\ServiceDesk\bin>echo 0 0 C:\SDP\ServiceDesk\bin>cd /D C:\Users\cogenyk\Desktop
Removing Resolution from Technicians Template
When opening a request, the resolution option is there. Even when we do not put anything on the window and submit the ticket, the request shows that a resolution has been entered, even if we do not write anything. Is there a way to remove that option from the default template? I've been looking but can not find anything. Thanks,
Server does not start after upgrade
I am upgrading from build 9048 with mssql to 9100. After I apply the update, it says it installed successfully, but when I go to start the server, it does not start. Right before the update finishes, I receive an error stating, "Exception occured while extracting EEAR file : server/default/deploy/fosagent.war." Please advise me on what to do. Thank you, Jason
When to create a Service request from an incident
If an incident comes in from the end user that their phone has a broken screen. Do we, A) convert the incident to a Service request and order a new phone, or B) create a service request from the incident and close out the incident? Suggestions?
Service Accounts
Hi! Do you know where I can find all of the Service Accounts in the SDP application? Thanks, Jay
Request Tab Columns
Is there a way to get one of the Additional Fields from a Service Request template to display in the column list selection on the Request Tab? Right now I can only select additional fields that are on Incident templates. Thanks!
CustomViewException when processing cvrequest - error
Hi, when we want to see associated incidents in asset we have an error [ServletException in:/asset/wsRequestDetails.jsp] CustomViewException when processing cvrequest '
Change Line Manager gets not authorized error
Hello, I am using 9.0 Build 9023. I assigned a technician as a Line Manager in a Change Request. The line manager gets the email "Change ID has been assigned to you as Line Manager". When I click on the link in the email, I get "You are not authorized to view change module and details" Am I missing a step? Thanks, James.
Can content variables for Automated email message be modified?
We have some additional custom lines added to certain ticket type with our Service Catalog. These lines would be helpful to return in the automated email, to the requestor, when a ticket is closed. In the Notification Rules, Customize Template screen, is there a way that we can get these additional fields/lines to be available in the content variables scroll box? Or can they be referenced and included by adding the appropriate '$variable' to the content message? An even better solution would
Convert Incident to Service Request
Hi, We have many users who select to open a new request and then click on the ‘New Issue’ button. As a result we have tons of incidents which should be Service Requests. Hardly any users know the true difference between a Service Request / Incident and neither do they really care. Not only this but the interface is confusing for ALL of our users. They shouldn’t have to watch a video to know how to user a Service Desk to raise a request! In my opinion the interface is very confusing for all
SDP Version 9.0 B.9039 - Change Module - Is there a way to find out when and who deleted a task from a Change Request?
Hello Everyone, We are using SDP Version 9.0 B.9039 I have a question I wanted to pose to the forum in regards to the Change Module, Is there a way to find out when and who deleted a task from a Change Request? The System Log View does not show anything. The History View option in the Change ID does not list it. Thank you all in advance for your help. Kind Regards, Robert A.
Database operations - assign computer to user
Hi, In our enterprise, computer is assigned to user who in event of any damage is responsible for it. the computer is leased to user based on paper agreement, signed agreement is scanned and attached to asset in service desk. what i would like to do: 1. assign assets to user via database. 2. attach scanned agreement to asset via database. Our support said that "database operations are not supported", in case of assets assign, they gave as 2 tables ResourceAssociation and ResourceAssociationHistory,
Non domain requesters
Hi, We have a need coming up for an additional helpdesk system, however the requester's will not be domain users. We'd like them to be able to login and check the status of their request etc. via the web page. Ideally it would be good if the requester could self register their email address into the system as their login name, and then allocate their own password, or have a password randomly generated. Is ServiceDesk able to do this? Thanks Mick
SSO Not Working When Visiting via Static DNS Entry
Hello, We're getting ready to deploy SDP and one of the final items is setting up a user-friendly DNS entry (i.e. instead of http://servername/ we want http://helpdesk.domain.com/) SSO works when visiting http://servername/ but it doesn't work when using the http://helpdesk.domain.com/ URL, we get prompted for credentials. Here is the applicable login sequence via new URL: 2015-08-17 14:14:17: HttpSecurityService: C: GET /DynamicNotification.do 2015-08-17 14:14:17: HttpSecurityService: isProtected=true,token=true,passwordCredential=false,provider=true,isLogout=false,isAnonymous=false,connectionId=172.18.120.40:56508,authContexts.size=0
Is ManageEngine (ServiceDesk) interfasable with another Software?
I presented the software to upper management today and they brought up a question: Can I interface ServiceDesk with another software? We are currently using the Standard Version and was asked to investigate. The software that we are looking to interface it with is JIRA/Confluence from Attlasian. Thank you for your help. Israel
When is a License unused
Hi there. I just added manualy new managed Software with multiple Enterprise Subscription Licenses. After Allocating them to the Workstation i saw that I didn't Need to allocate one Key. But this key does not show up as an unused License in the Software Summary. Why is that? And when is License an unused License? Cheers Cédric
Set DueDate while creating a request
Hi, is there a possibility to set the DueDate of an request at the time of creating the request (with the webform or via the API) ? Kind regards Mario
Multple Requests Created due to Carbon Copy
Most of our requests arrive in SDP by email. Many times when a Requester sends a request they carbon copy other employees. If these employees reply to the Requester's email, it creates additional requests in SDP. We have to go and delete the extra requests, sometimes days can pass before an employee responds. When this occurs the person assigning the request may not know another request is already in the system for original request. Is there a way to prevent SDP from creating the multiple requests?
¿Que puertos habilito en el FireWall de Windows para que se ejecute el Agente?
Buen día: Tenemos problemas para que el agente que se genera en la aplicaciones de ServiceDesk Plus se ejecute y guarde las modificaciones que se hacen en los equipos que tenemos registrados en los activos, si desactivamos el Firewall de Windows funciona correctamente; pero si esta habilitado no se actualiza. Que puertos en el Firewall de cada maquina tengo que habilitar o que proceso hay que seguir para que esto funcione correctamente. Gracias
Notify Task Owner when there's a reply to email
Dear Support, I noticed that only the ticket owner is being notify when there is a reply from requester and not all the task owner. If there is a ticket with multiple task assigned to different technician. How can they be notified when there's a reply from requester? Additionally, Notification bell should have an option to show all notification in a 1 line list. this is extremely useful if you are receiving more than 50 notification a day. and there should be a markings if the notification has already
Sites that are not default site not available for selection
We have multiple sites (in different countries) and need to assign technicians to those sites. However, we cannot assign a task template to them nor assign a service catalogue template to any support group that is not in the default site. The logic therefore does not work, and we are forced to have everyone in the default site which makes a nonsense of having different sites in the first place. Isn't the whole point of having different sites, so that there is a clear separation of resources and activities.
Update first request when users are responding to mail thread
Good day, When a requester sends a mail to multiple parties and includes our requests mailbox, and users reply to that mail... it creates a new request for each reply. Please add ability for system to update first request when users are responding to mail thread instead of creating a new request for each reply. Kind regards Renier
SLA Report
HI i am looking for a report/query which will show me the following info, First response sla fail (true value) with who the first technician was(initial assignment) and support team(group) query needs date parameters and category,sub category,item,as well so that i can easily breakdown in excel. Using SDP 9.2 and mysql. Thanks
Change Asset status with Field and Form rules
I am setting up an incident template for assets that one of our other locations can use for tracking when an asset is shipped. I thought that if I could use the field and Form rules, I should be able to change the status of an asset from 'In-use' to 'Out for Repair' or something to that effect. Anyone good at scripting that can help with this? I'm new to SDP and a lot of the other software I tested made this type of thing easy with drag and drop. Any help would be appreciated. Jason
Username or Password is incorrect - AD Logins
Hello all, Attempting to login using a domain account produces the message above. I have successfully imported the users from our AD infrastructure, and know the password for the user ids we are testing is correct. We have tried selecting the domain from the dropdown on the web page login, but no luck. Is there something else to check? This is for Service Desk Plus v 9.0. Thanks.
Request Catalog - Adding a resouce
When creating a template and adding fields in the resource area. Is there a way to expand the text box so that it can be multi line and "grow" with the data as it is inputted. We want to use this field to capture answers that will be "more than one or two words" The only solution I currently see is to add multiple text boxes and that just does not look professional.
Issue with sending web-form request
Hello, we have only one web form for requests, that users use. After recent update (not 9105, earlier) users became report us about issue with web form. "Add request" button does not react when user fill web-form in Google Chrome. It appears chaotically, with no dependencies. There are not even web trace when you push this button, form just hangs out. Nothing helps: "cookies" clear, browser restart or even computer reboot. It disappears as suddenly as appears And appears only in Google Chrome. There
Technician Notifications
I would like for our techs to receive email when a request is opened. Now, when I go to the Notification Rules, the option is there BUT it tells me to add the technicians. IF I add all of the tech, they will only get an email when a request is created for their group, correct? Not every time a request is opened? Just want to make sure. Your help is greatly appreciate it!
$tags: Email replies attributed to wrong technician
We're having some issues with the email reply templates within SD+. Using the $Technician tag in the email template includes the name of the technician the request is currently assigned to, not the name of the currently logged in technician who is sending the email. This is causing some confusion, as emails are being "signed" with the wrong name. Is there a more appropriate tag that will sign the name of the currently logged in technician? Thanks.
Migrate to new server
Hi, Currently I have Service Desk Plus Version 9.0 Build 9041 with MySQL DB installed on Windows Server 2003 and I need migrate to new server running Windows Server 2012 Datacenter Edition. How to proceed? Tks for support.
ability to sort
While the report section of Service Desk has been greatly improved, I am still disappointed by the lack of sorting ability when creating reports. Why aren't there any sorting options? This also goes for the inventory section and many other lists in Service Desk. The sorting options are lacking. Any list or table in Service Desk should be sortable.
Report with OPERATION: CLOSE Performed by ........????
Good morning, I would like to include in a report who closed the Requests. At the end of the request history, at OPERATION: CLOSE Performed by ........ we can find if the a request was closed by System Requester or A specific technician I can’t find the table-field to include this data in a report. Could you help me. Rdgs, Arantza
Crash Preventive Maintenance Tasks
When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup, but were some problems. Preventive Maintenance Tasks not working.
Email parsing
Hello, Is it possible to somehow for ServiceDesk Plus to parse email with Exchange Flags as an example when email send from Outlook 2010/2013 with High Importance, Low Importance flags. If not is there another way of implementing to determine importance of the email outside of Subject line. Much appreciated. Thanks, Slava
All open tickets with notes fields
Good afternoon. I have the query below which works great. It shows all open tickets that have notes. I am trying to modify this report to show all open tickets, whether or not they have notes, but want to retain the note-related fields. Any help would be appreciated. SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',ti.FIRST_NAME 'Technician',qd.QUEUENAME 'Group',rtdef.NAME 'Request Type',std.STATUSNAME 'Request Status',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y
Push Notifications IOS
Hi, I am running the latest version of the service desk plus app and the latest version of service desk plus. However i don't receive push notifications. If I go into the app then i will get see the 1 comes up or however many jobs i have but i dont get an alert. Can you please tell me why this is? its all set up on my phone and on my helpdesk but dont get anything unless i go into the app. Thanks, Ryan
Business Rule Question
Good Morning, I am setting up everything and have a couple of questions in regards to the Rules. I need to: 1. Make ALL requests that are open to go to one place 2. Only a few can see all of the requests a. My main help desk person will re-distribute the calls to the appropriate department I have created different groups (departments) to where they will be routed. All help is appreciated it. Thank you
consultation on license expiration
good afternoon I wanted to see the following: To overcome my license SDP, which affectation will be my Incident Management 1. Access to the tool for applicants and technicians fall? 2.Only lost the administration tool, but my applicants can continue to use the tool? 3. Access is restricted to technicians? Thanking me help clarify these concerns
iphone, ipad app - attachments
Please let technicians see included attachments from requestors, other technicians when using the iphone and ipad app. This is a big limitation preventing our on call technicians from using the application when out of office. Thanks,
User permissions on a "Support Group" Level
Good day, We would like the ability to set user permissions on a "Support Group" Level. We would like to give certain technicians "Read Only" access to a certain support group. The current permissions structure does not support this. Kind Regards, Renier
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