Unable to change a request's template
I'm using SDP 9036. I'm trying to edit an existing request. Usually when I edit a request (by clicking the Edit button at the top of the request), there's an option to change the request's template at the top right. I'm trying to edit this one request to change the template and the template drop-down is not displayed. Why would I not be allowed to change the template of a request? Thanks!
Problem adding Cost Center in IE
Hello, I've noticed a small quirk when adding a new cost centre, using Internet Explorer, just for one technician (the main user of our purchase module). After adding the cost centre there are no error messages, but then it does not appear in the list. Adding a cost centre works fine in Chrome. Using IE 11. The cache is regularly cleared. We're on ServiceDesk version 9039, but this has been happening for several versions prior. Any ideas? Cheers, Frank
Rate request from closing link
Hello all, We'd like the funcionality that the user rates or evaluates the service received in every request. I was wondering If there's the possibility to add this inside the Closing request link, and add some kind of drop down list to rate the request. If this cannot be possible is there any other way to do what I'm looking for? Many thanks, Best regards. Pablo.
[SOLUTION FOUND] Can't install with external Postgres DB
Solution http://blog.1e3.ru/2015/04/zoho-manageengine-servicedesk-plus-external-postgresql-database/ 1) Install ServiceDesk Plus and run at first time with internal DB (./bin/run.sh); 2) login ServiceDesk Plus and add task, for example and logout; 3) shutdown ServiceDesk Plus (./bin/shutdown.sh -S) ) run ./bin/changeDBserver.sh and save new settings 4) run startDB and dump internal DB ( ./pgsql/bin/pg_dump -h localhost -p 65432 -U postgres -w servicedesk -f dump.sql ) after stopDB.sh 5) restoring
Duplicate requesters - Unable To Merge
I have a requester that was having issues with their account. After running queries it was revealed that there are 4 accounts for this person. Successfully set the status of each account to "resigned" which should force a new account creation when a new email is submitted to our ServiceDesk application but it acts as if the account still exists. Decided to set to the status of all the accounts to active to test but now the accounts will not show up under Admin-Requesters but according to the queries
How to print all solutions in a topic?
Hello Is it possible to print all the solutions within a specific topic? We have a list of "emergency" procedures that are useful to maintain within SDP, however we would like to have these printed .. in the event of having to execute the procedure. Thanks!
Unmark service request approver
Hi, In the Request catalog we want to add approvers. In the list we only want to specify the department head. When I open the list I see 3 options: - Department head - $reporting_to$ - Art van (requester) I only want to see the Department Head. So I tried to remove "Art" from Service Request Approver but I can't unmark the option?! I have 3 questions: 1: is it possible to only show the department head? (Without $DEP_HEAD$ in front of it) 2: How can I remove the requester Art from Service Request
Request catalog does not match incident catalog
We are currently evaluating ServiceDesk Plus Standard edition, and I have a question that I have not been able to resolve by looking through the forums etc. on the web page. When I log in as an administrator, at the top left of the screen I see the drop down “Incident catalog”. This dropdown shows service categories and then incident templates within those. I created a new service category and associated a template to it, and sure enough, it appeared in the drop down. However, if I log in as a requester,
Technician - Associate Accounts
I recently changed "Related Settings" for my Account Sites to "Refer Default Settings". This corrected an issue with no Support Groups showing in the dropdown on the Request form....now I noticed that when I look at a Technician, there are no "Available Accounts" for me to associate to the technician. Are they connected? If not, how do I get the complete list of Accounts back into the dropdown on the Technician form?
List of open fixes to ServiceDesk?
Hi, Yesterday, I upgraded our installation of ServiceDesk from v9 build 9035 to build 9040. It seems to have introduced an email formatting problem (no line breaks) when replying to requests from within Service Desk. This seems to be being tracked through reference SD-58889 Is there a list of 'in progress' fixes, which we could refer to before applying any future updates? (e.g. in case there is a recognised bug, that is not yet fixed) Thanks,
Client notifications
If i do not add a client address in to "notification address" field, then the client do not recive notificatios when a ticket assigned to a technician. Do i realy have to add client's name in to both fields, when i create ticket recived by phone? Is there any way to automate adding address in "notification address" field? and one more thing, when i recive a ticket by email, there is no "notification address" field at all =/
Edit the PO Formsheet
Hi, I have searched the forum but haven't succeeded. Is there any way to customize the form sheet of a PO more or less completely ? Means where can I set the mandatory fields / inputs, were can i take out the header with the logo, etc... where to reduce the fields ? We only need this sheet for internal purchasing at the Order Handling office. they will enter it to tthe ERP system. Thanks in advance T.
Add Tasks option in Print Preview of Request
When I want to get everything printed for a request, I'd like it to include all of the tasks and their statuses. I saw that the WorkLogs get put on the screen but I don't get any other information about the tasks associated with that particular request.
Backup fail during upgrade from 8217 to 9000.
Hi, we're processing to the upgrade of our servicedesk application. We're facing to the below issue during backup process. the file generation seems to stop after the creation of the data file as indicated below. The progression from upgrade windows is continuing to move but no movement from backup folder after 40 minutes of waiting time. Please advise. Thanks, Jed
Constant Windows Security prompts - SSO enabled
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Transmit data to a script
Hi. I want create quick actions in the servicedesk custom menu use powershell script, How can i transmit data (ex. requester login) in a script? thanks.
Ticket technician managed by other groups
could help me with a report where you can see the ticket that have been scaled or transferred to other groups of assists for a technician in specific.
Long restore time
Hello. I am restoring ServiceDesk Plus, database only, in my DR environment using restoredata.bat and it is taking 9 hours to complete. The SQL process is using 100% CPU at the time. The database is only 14GB in size. Additionally, it generates a 50GB transaction log during the process. Can anyone help reduce this restore time, and also the transaction log size (I have already set the recovery mode to simple). I suppose I could restrict the size to 5GB or 10GB if no better suggestions are available.
Problem starting server
am trying to start the server but it show me this error please help me hot V 9001 DB MS sql Please check the Logs file which is attachments
template incident field
Hi! in the settings option has incident-additional field I create a field there on multi-line and add it to the incident template The template of the incident, this field is displayed in two lines, but it can be expanded in the lower right corner Is it possible to make display of the field in the template incident at a rate of more than two lines? For example 10 rows and twice as wide. Thanks Best regards, Yevheniy
how many time change "duebytime" in reqest?
Hello! plese give me a cue , how I can see how many time in request change "duebytime" ? is it have a some triger , or some report?
Where to find data about merged ticket - sql
Hello! I'm reading data about changes history of work orders from database of SDP (I have MS SQL db). And now I need to get data of merged ticket, but I cannot find it in history table, it is totally deleted. Is it true that after merging all data also changes history is deleted from SDP database? In HistoryDiff table there is no history about this merged ticket, in History table too. Where can I get previous data of the ticket before it was merged? From which table? Thanks.
Merge request error
FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. 9.0 Build 9035
Relationships deleting
hello am trying to delete relationships between business service and software through list view but it only show me 10 result per page can I change that or delete the entire relationship plz help
When connecting to AD users can not log in with your username / password
I have a problem AD configuration is set up correctly , but for some reason come under their user accounts can go only users with Administrator rights. Another says he is not a valid login and password
Separate Workarounds and Solutions
Hi, Workarounds in Problem Management are not something that we use a lot. However when when a workaround is created it is added to the list of solutions without any distinction. Which means that when browsing and searching in the solutions tab we do not see the difference between them. The only way to do it is to add a keyword but it is not user friendly. Would it be possible to add something like tick box and a filter ? Regards, Aurelien
Can Servicedesk Webserver be hosted on DMZ? if yes kindly share the steps..
Guys, I am curios to know if the webserver can be hosted on DMZ
how can i see the olds requests?
Hi everyone, i got one question how can i see the old requests? after i close, they gone and i cant find out in anywhere, leasts in the reports. I use manage engine standard version
Servicedesk+ does not show multiple Monitors in Workstation assets?
Hi Guys, Servicedesk+ does not show that i have 2 monitors attached to my workstation. Can this be fixed? I can see it has multiple monitors in Desktop central. Cheers, Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Screenshots in Notes and Worklogs
Just as important as the initial incident screenshot, we often need to have follow-up screenshots, whether that is directly related to the work on the incident or to changes subsequently made to address the incident. From what I understand, both the notes and the worklog are unable to capture screenshots/screen clippings. What are people doing to workaround this significant omission? Thanks, Adam
Resolution Emails not being sent
I have an odd issue where resolution emails are not being sent to requesters. Other outbound emails are working fine and inbound are processing fine too. Was working ok yesterday morning then stopped working after adding a couple of extra filters to the spam filter and junk notification filter (“Auto reply” and “Automatic Reply”). I've since revoked those changes but still no resolution emails... I attach an extract from our serverout0.txt log file detailing the notification events. The first Request
Modify/Remove Custom Field for Service Requests
How can I modify/remove Custom Fields for Service Requests? Incidents have their own menu option, but I cannot find a method to perform the same action for Service Requests. Cheryl Ankrom Jennmar Corporation
Modify default widgets on the dashboard
We can add custom reports to the dashboard, but they get hidden on the bottom of the screen due to all of the default widgets present. It would be nice to be able to remove them.
Survey not-applicable
Would like a N/A (not applicable) option for the survey questions that does not affect scoring if the requester selects that option.
modify approval form
Hi. I have a question. You can modify a form *approval* ? We need a sombody field for fill whith approval user. Now this form is consider two select(approval and not approval) and field comment. We have several template in this approval form and select this template in different types of applications. Best regards.
Potential issue With Chrome and new text editor in build 9039
I've gotten 3 reports from Technicians and Users that the new text editor sometimes acts up when using Google Chrome. So far I've been able to reproduce it once. I was going to open a ticket with support but then my technician closed the incident from another browser (internet explorer or firefox) and now I can't reproduce it again. The behavior is such that you can't get a cursor or type in the text field. The tool bar along the top looks odd, more spaced out, possibly missing some buttons.
Issue with ServiceDesk Plus 9.0 Build 9038 & Firefox 36.0.1
We recently upgraded our ServiceDesk Plus to version 9.0 Build 9038. When I open ServiceDesk Plus using Firefox 36.0.1 and go to Requests - Open a Request and go to the "Resolution" tab, I am no longer able to enter a resolution. The cursor will not appear in the Resolution box from Firefox. This works fine from IE 11.
Reports keep sending after report deletion
I have a report that keeps sending out via a schedule. I have deleted the schedule and also deleted the report. Is there a way to purge the report schedules?
Manually send out survey
Is there a way to send out surveys manually only? We would like to use the survey function, but we don't want it to send out because of a password reset, etc. We have many lockouts with some of the software we use and many people call often and we don't want to harass them with surveys. If we could make it possible to send out surveys manually only, that would be great. Thank you.
Random issue with resolution field
Hi, Since upgrading to latest build we are having a problem with the resolution field in requests. If I use chrome to try and enter a resolution I see the box but can't type in it. If I use Internet explorer it seems to be fine. However if my colleague uses internet explorer the only entry he can click on is now not in the actual box but a random area of the screen. I've attached a screenshot of his screen. This has only happened since we upgraded the build earlier this week.
Next Page
