A few issues after upgrading to SD Plus Build 9038
1 - Under Resolution tab, the Resolution field does not display correctly. See screen shot 1 below. Note the edit bar and the default position of the cursor. Under Request Edit / Resolution, the Resolution field displays correctly. See screen shot 2. Screen shot 1 Screen shot 2 2 -The second issue is that, on replying to a Request, the original Requester name is not in the To field by default and the Subject is missing the ticket number. Screen 3 JMichelD
Exception errors when running reports
We are consistently getting the following error when we run reports manually or scheduled reports. We are getting these error in Chrome, IE and Firefox. It does not matter what type of report we try to run, we still get the same error. Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com net.sf.jasperreports.engine.JRException: javax.imageio.IIOException:
How can i integrate my exisiting ServiceDesk Plus with Zabbix/Nagios ?
Hi, A Company i'm working for is currently using ServiceDesk Plus. We're currently looking for opensource monitoring tools , after our internal evaluation , we are going to consider Zabbix as our first priority. However we need Zabbix to send notification and create ticket on our existing SDP.Do you have any suggestion / tutorial for doing such that? Best, Max
SD+ Old Support Group In Views
I recently renamed an old support group to *disabled*SuppportGroupName (as it appears you cannot delete old support groups) and then removed all the "Technicians interested in this group" and left only an "admin" Technician listed. However, previous technicians who were part of this support group can still see the group, in its old name, listed under their Views available form the Requests tab. If they choose the old name, it displays a request page with no results (as im assuming the rename means
Dashboard "Open Requestes By Category" showing Invalid Data
Our Dashboard shows the graphs except for the Open Requests by Category, can anybody advise where I can find out why this is not showing the correct data? Thanks Kev
workorderstates Archive
Hello, I am trying to find the sql table that holds the "workorderstates" for the archived requests. When a request is archived are the states archived as well? Cheers, Dave
How to disable an Incident Template
Is there a way to disable (not delete) an Incident template?
SDP - downgrade/upgrade software license
Hi there, This is what we've been doing: We have a software license for EndNote X (30 installation allowed), it entitles us for a free upgrade with software assurance. Then we've decided to upgrade to EndNote X3. So I re-create the license with same info, but different key and software. And did the same when we upgrade to EndNote X7. My question is ... some still using the old version for compatibility reasons, so how do I deal with this? Can I somehow make the previous EndNote version to "see" the
iPhone App for SDP+ and connecting outside of your network
Folks, For the iphone/ipad app (which I like), is anyone using it outside of their networks? Are you putting your device through a device-based VPN client? Any suggestions? Thanks, Adam
Asset keeps changing
I have a strange situation with two of my assets. If I scan one, the other disappears and vice versa. Also, the user assigned to the pc stays flips to the other. The MAC addresses and IP address are different. Example: The names are pc1201 and pc1203. If I scan 1201, 1203 disappears. If I then scan for 1203, 1201 disappears. I do not understand why. Different IP addresses, etc. I checked our AD, and I don't see any reason for a conflict. If I do a network range, it fails to pick up pc1203. Only
Report to show Category structure
Is there a way to generate a report that will list out our category structure? For example, We have several categories that start with "SD ". Ideally the report would Show the top category, then sub and items below it. Example: Top - SD Builds sub- Buld item- New Build And so on through all matching categories? I am on version 9_9012 using MSSQL.
Feature sdf-38235 - Changing request status on response
This feature would be incredibly helpful. It would be cool to get an update.
requester details
Hi, is it possible to add a field in the "default Request" model, when you creat a request? Thank you.
Drop down menu in incident forms
In IE11, we have an issue where the drop down menus for selecting various things (such as the technician) requires that it be clicked twice. The first time it is clicked, it will appear very briefly and then close again and our technician has to click again. While very minor, it is still an annoyance. This does not happen in Firefox or Chrome. Only in IE. Thank you.
Add verification prompt before deleting all the text in a field
I've just found out the hard way that accidentally moving between change management fields without clicking the save button results in anything entered in the current field being blown away. While this sounds relatively straight forward the issue is that there is no prompt that this is going to happen. Generally, in software, when you've entered data into a field and navigating away from it will blow away the changes you've made, you get a prompt confirming that you want to do that. This is definitely
Project Managent Additions
1. Enable "Add New" "Task Templates" "Dependencies" "Organize" "Close" "Delete" Controls on Milestones with no Tasks added to it Currently you have to add one task manually, then you can bulk load templates 2. Enable Bulk Priority, Owner, Start, End Time, and % completion on Tasks in Milestones 3. Enable Milestone Templates, Many projects for large enterprises entail performing the same set of tasks across numerous Locations 4. Require Worklog option for Tasks in Projects 5. Allow Change to
Can't login using local administrator account
Hi, It seems I am affected by the inability to use local administrator account to log in to SD+. Since this account is the only one with appropriate priviledges I would like to ask for help. AD integration is working fine and the AD accounts can successfully log in. SW is Windows Server 2003, SQL 2005 I am 100% sure approx 3 weeks back, the login was working as I was changing some notification settings. No SD+ updates since then (and not even moths before). Security updates most probably did happen
SDP REST api set E-mail id(s) to notify - which field name?
Hello, I'm creating a ticket using REST api of SDP. Which field should I pass to set E-mail id(s) To Notify? Also when I set field <group> it doesn't change in SDP, why? All other fields necessary for me I can set and all is ok with them. Thanks
More customizations for the request view
1) NEED to have an option to assign tickets to GROUPS not technicians using that dropdown. Right now only technicians show up which is rather useless when you want to quickly assign a ticket to a group/queue. 2) NEED to either merge the tasks with the request lists or have the ability to have another window below the request list to show tasks. Clicking on that tiny task button to check if there are unassigned tasks is time consuming. I want 1 view to do everything.
Default Request Template - Web portal
Seen a few related threads to this query going back many years.... but I'll ask it again in hope! I would like to hide (or at least rename) the default request template for requesters. The option in the Web portal Admin Settings ("Disable default request template for requesters") appears to have zero affect. As a minimum it would be nice to be able to rename the template to something more user friendly and edit the associated comment text. In it's current form, the Default Request template looks
Old Java version
Any plans to upgrade java version? Current (6.0.450.6) has memory leaks bug with some other security bugs We think it could be reason why we have SD+ performance downgrade and need to restart SD in a 1-2 months. Dmitry
Parent/Child tickets available?
I need to be able to have a ticket (Parent) - called ex: " Lotus Notes not responding". Everyone that sends in a helpdesk ticket about this same issue, I'd like to link it to this main ticket. Not only to find out how many people are having the same problem but also where I put the Resolution in the main ticket and not the Child tickets. I thought Linking a ticket would do this - but it only hold 1 link. It doesn't show the other links! Is there a way around this?
Ticket Viewing
Hello, We have an internal school website and we would like to put a link to a webpage that displays all open tickets, but without the need to login & password. We would only display the tickets, but no changes could be done. Is this possible? Kind regards, Paul
Self-service portal
WE'd like to modify selft-service portal. Add some stuff like self-service survey for user that ready to make a service request. With self-service survey we can: 1. Give user an abilyty to resolve his\her request (like, did you try this, or those...is electric plug is in, etc..) 2. Know, that users made all variants that we tell him\her 3. Create service request with fullfilled categories and SLA.. We're ready to programm this feature on PHP, but we need an access to index page on SDP+ or integrate
Add ticket (request) to ServiceDesk Plus using REST API service (ASP.NET MVC4 C#)
Hi, I'm tring to use the REST API service to add tickets (requests) into the ServiceDesk Plus system. I'm using ASP.NET MVC4 (C#). I tried to follow some of the articles on your site, but I think the version is different, hence I couldn't find some of the steps described. My version is 9.0 Build 9029 My first question is how to generate the API key? I went into admin, then I can only find the "API" icon, then I click on the RestAPI tab. after that I couldn't find any place to generate API Key. Second
Ability to pull request information from API using another metric besides workorderid
WorkOrderID is impossible to guess in an automated fashion. I'm trying to integrate 3rd party solutions into SDP to automatically create tickets but I dont want to duplicate a ticket if it exists already. Since I'm crafting ticket subjects with unique values I would like the ability to ask the API if a ticket exists with xyz tect in subject then dont create another ticket, else create the ticket.
Backup schedule
Hi I was wondering if there is anyway to change the backup schedule to back up the helpdesk every 3 hours? Currently I can only see an option for changing this to x amount of days and not hours. Thanks in advance Shahid
Delete records older than n years old
How can I delete all records that are older than n years old? I would like to delete all Changes, Requests, Projects, etc.. that are older than 3 years. Our corporate policy states we only need to keep 1 years worth of data, but I want to at least keep 3 for reporting reasons. How can I do this?
import freeware, managed software list
Hi, I have a list of managed software of my company. Can I import this list? Is it possible have a precompiled list of freeware software and import it? In this moment i have a 5000 scanned software and it is very hard classify all these software! Thanks. Vincenzo
How the work Flow - Reporting to in Service Catalog works
Hi to all I have a question in select Approve ( Service Catalog- Work Flow) , once we enable the check box at right size and click the icon beside the Stage one Text Box. It will list Department, Head Reporting to and all other name of Technicians. The Department Head information is gathered form the Departments under Help Desk. Where the data for the Reporting to will be take? Please explain this internal process for understanding .
how Work flow - Reporting to works
Hi to all I have a question in select Approver, once we enable the check box at right size and click the icon beside the Stage one Text Box. Send Approval notification automatically when a Service Request is raised. All the configured approvers have to approve the Service Request. Do not assign technician before Service Request is approved. It will list Department, Head Reporting to and all other name of Technicians. The Department Head information is gathered form the Departments under Help
Email command for OnBehalfOf
Good afternoon, Could someone confirm me which is the email command for the field On Behalf Of User name ? To change the request subject is @@TITLE=@@ I need the command for " OnBehalfOf user " Regards, Arantza
Data migration
Hi there, I am planning to migrate existing data from MS SQL 2008 to MS SQL 2012. Both are running version 9.0, but with different built number. What are the steps involved? Thanks
Possible to stop approval action notifications
Is it possible to disable e-mails being sent to requesters upon approval action?
Set Default Technician As the One Who is Logged In?
I was wondering if there is anyway to set the default template for creating a new incident so that the default technician drop down is set to the person who is logged in? Most of the incidents we create get assigned to the person who opened it.
MySQL database migration to MSSQL error
Hello, We have a version of ServiceDesk Plus 9.0.34 32bit with 32bit MySQL database . We installed since version 8.1 and we have always done the updates one by one. Maintenance , we encounter performance problems. We conducted archiving tickets , optimization of database and Java from this site: http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html My first question : Do you think that reinstalling ServiceDesk in 64bits with MSSQL database 2012
Issues with SP 9036
I just installed 9036 and noticed two issues right off. 1. When I click on the "Requests" tab on the main menu, I always get a message box popup at the bottom of the screen that says: "We are happy that you've found the right solution!". 2. When I click on the "Admin" tab on the main menu, I receive an unformatted page with all available items as an Ordered text List. Has anyone else had these or similar issues? Thanks!
Worklog
how to generate report in MSSQL of Task Description or Worklog??
30,000 Requests Query? Can we do it?
Heya Guys, I'm a support tech for a university. At the moment we are wanting to upload all of the students into servicedesk so we can use one system for all jobs lodged etc. Would this break servicedesk? There are about 35,000 students a year. If this can be done, what problems would i expect is any? are their any tweeks i should do to keep things running smoothly? How big will the database get? Thanks
Requests to Projects? How do you handle development/feature requests for your team in SD+
The is not a sub-Forum specific to the project module so I'll post here. You can see a somewhat related discussion here: https://forums.manageengine.com/topic/migrate-tasks In working with our establishment of a Service Desk for all requests and leveraging SD+ as the tool for management of the Service Desk and our technology team we have hit a conundrum. We really like the project module. However it seems that parts of our team get requests that require development within a product or a new business
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