Service Request approval work flow sequence
Hi there Please advise how come my template approval tree will stop on each stage. e.g, Stage one approved, the ticket status will put on Hold and will not automatically kick off stage two approver. Therefore, I will need to manually select the approver on stage two and press "send" to inform the approver and start the flow sequence. Please advise. Thanks
FAILED to update SDP 9018 to any other version
First time run into a problem with update SDP 9018 to any other version (I tried 9023, 9022, 9021, 9019) all stop with the same problem. See screenshot: http://imageshack.com/a/img538/192/rJAfip.jpg I've also got an updatemgr-log here: https://yadi.sk/i/Nuc5FZkEcBQov After an error, I can't start update manager, it stops with error in CMD screen: Unexpected end of ZLIB input stream (I google it, error about - unexpected end of jar file). What should I do? How can I update SDP?
hit counter and rating for solutions
Hello. We want to evaluate the number of times a solutions had been read/used to solve an incident/request. I suggest to add a hit counter (number of times a solution had been accessed) as well as a rating for the solution What do you think? Thanks for your feedback Best regards, Marc
Query to return requests using custom additional fields
Hi, I want to create a report to select all requests filtered on a user generated additional field, this can't be done using the servicedesk reports so I need to query the back end. I need a list of requests using a particular template, with the requester name and request description, plus the three additional fields. Also need dates. Thanks.
Hotfix 9024
Just applied this hotfix. Worked ok except lost integration with Desktop Central. Once I regenerated the technician API key, the integration worked. i.e. (the Desktop Central button and MDM buttons were missing)
Asset Licensing
Good Morning How does licensing of assets work in service desk plus? We've reached our limit of 1000 asset licenses. I've deleted maybe 130 assets from the database which were previously disposed. should I expect that to free up 130 licenses? we integrate with Desktop Central. If the 1000 license in SD+ is reached, the sync between the 2 system stops. If I deleted 100 assets from SD+, would that then automatically kick off the sync between SD+ and DC again? Any help much appreciated, Thanks Dave
Active Directory Pass-Thru Authentication
Trying to setup SSO for ServiceDesk Plus (Pass-through Authentication). I have it enabled, currently have SSO prompting in the browser during this troubleshooting phase, but my credentials work in the browser log in window, and if I enable SSO it does not prompt me as expected, but either way it dumps me at the log in screen, so basically with SSO turned on, I have to authenticate twice, how can I fix this?
Error on running run.sh
Hi, I have installed servicedeskplus on ubuntu 14.04 with mysql 5.5, everything while installation went ok. but when I try running run.sh it gives me error Database creation failed. Stopping the Server. Please refer logs for more information I'm not able to attach logs to this post, dont now why. I'm inserting few logs for your reference. [17:15:26:922]|[09-16-2014]|[SYSOUT]|[INFO]|[10]|: scanner initialized| [17:15:26:992]|[09-16-2014]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|:
About automatic LDAP synchronization
Hi everyone, I have a question about automatic LDAP synchronization. I know the Service Desk Plus does not have schedule import function from LDAP directory, so we have plan to implement scripts with SDP API or some application. If somebody has solutions about that, please let me know. Cheers, Shuichi
256 Bit Ciphers and Should I even have the SSL Cipher Enabled Post-POODLE?
I've read a few threads about this question/subject manner but I haven't seen any conclusions other than a reference to http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl3 which doesn't directly answer the question. Are 256 bit ciphers supported, if so what are they? Since I have disabled SSLv3 should I bother to have the SSL cipher "SSL_RSA_WITH_RC4_128_SHA" in the config. My Current Config. <Connector SSLEnabled="true" acceptCount="100" compression="off" ciphers="SSL_RSA_WITH_RC4_128_SHA,TLS_KRB5_WITH_RC4_128_SHA"
How can I use the date of the last email to the requester in a report?
I want to create a report that lists all open requests that have not had an e-mail to the requester in X number of hours. For instance, the report might show any request for which an email has not been sent to the requester in 48 hours. We want to establish an internal SLA which states that no request will go more than 2 days without the requester receiving an update as to the status of their request and need this report to help us identify any requests not meeting that SLA.
ServiceDesk Plus - Filter for Tasks
I miss a Filter for My pending Tasks that also include Task Status we have created. My open Tasks include just the Task Status 'Open'. The best would have been to have the ability to make my own Filters thougn, just like it is for Requests. Regards Reidun
Upgrade from 9018 to 9023 failed
Hello guys, I've tried upgrading from 9018 to 9023 and it failed. I could not upload the logfile through the website because the file was too large. I instead posted in into my Onedrive: the upgradelog can be downloaded here: http://1drv.ms/1nP7jK3 The upgrade process fails when the process seems as good as finished. With kind regards, Insectiside
Confessions from the people running your IT - Share your story
Have you ever had a moment in your help desk life where you wanted to say something funny to an angry user but, for whatever reason, didn’t? We do too. As IT admins, we all have some rough moments. But, if we look closely, we do have some crazy, funny, embarrassing, silly or even some oh-no moments sprinkled throughout our help desk experience where we skipped doing the talking. So here’s a call out to all IT admins to confess and bring out everything you’ve been holding up – all this while! Your
Can Requesters Edit Description After submitting
Is there a way to enable requesters to edit the description of an incident after they submit it? Technicians have the ability to edit the whole incident but the requesters would like to be able to edit the description in the event of additional or bad info in the description.
Custom views list all values for custom fields
Hi, Can somebody tell me why it is not possible to list all the possible values of multi-select fields when creating a new custom view ? Thank you
How can i create repeat call for periodic checks?
Hi, I am looking at system created call for periodic checks. How can I do that on SDP? Best Regards, David Fhu
Problem with sending email notifications
Hi! I have a problem with sending notification to business users after techical specialist resolved or closed requests. Business users do not receive or the system does not send email notifications. This problem appeared a few days ago. I use SDP about 4 month (version 9.0, build 9016). Exchange Server version is 2013. The screenshot and the Support file at the attachment. Can you help me solve this problem?
Maximum size of ADD_REQUEST REST API
Hi, Is there a maximum size (in bytes or characters) for the XML data sent as part of ADD_REQUEST REST API in SDP 9.0? Thanks and Regards, Anil
Which field to use for customer categories
Hi, We have a requirement to create reports for different categories of customers that we deal with & i am not sure which field (or custom field) is best for the job. for instance, in our african office, the categories would be mining, ngo, & other your thoughts? is there a field that covers this, or would you recommend to create a custom field? Perhaps IT Services List? regards allen.
Duplicate a request/incident in service desk
We recently upgrade to service desk 9.0 and we were wondering if it was still possible to duplicate a request? I believe we used to be able to do this when you went into the request and it was udner actions. Cheers, Marek
Set "Mode" via Business Rule
I would like to set the "Mode" via a business rule, but the option does not seem to exist. A little back story: We have a HelpDesk phone number setup and when people leave a Voicemail on the hotline it gets emailed into the HelpDesk as an attachment for processing. I would like to track these as a mode of submission being "Voicemail" I created the mode, but would like them to be assigned to this mode automatically rather than having technicians change the mode for every individual request received
API Reply Request with attachment
Hi, I am unable to see in the documentation if it is possible to attach a file while replying. Is it possible by any chance ? Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center Plus http://www.vlink.is/scp V-Technician for Service Desk Plus http://www.vlink.is/sdp
Printer incorrectly recognized
Hello, I'm testing ServiceDesk. I performed a scan of a printer Samsumg, but the product was recognized as Dell. Is there anything I can do for this type of problem does not occur? Thanks, Alvaro
Record Navigation arrows dissapear after updating an incident/request
Hello, Recently we've noticed that when updating requests the "next" and "previous" arrows that are found in the tool bar next to the Request ID: field disappear. This is very cosmetic but does impact the work flow that our technicians use. The natural time to use this feature is just after you've updated a case and are moving on to the next in your queue/view. However once you update the current incident this option goes away and the technician has to go back to the requests view and select
Requester List Empty in Problem Module Only
When creating a new “Problem” in SDP (Ver. 9.0, 9020 – 9023) and attempting to add a Requester to the “Reported By” field, I am presented with an empty requester list. I have restarted the service/server, upgraded to the latest build, and confirmed that I can see the requesters from the other modules (IE: Incidents, changes, projects, solutions). It is just the Problems module that is the issue. Why can't I see the requester list?
remote control tool
We're adding psexec util to a remote control tool but it didn't show up in tech machine. In task manager we see that psexec is running, with user logged on tech PC, but programm didn't show up. the same situation with cmd and other executables.. what did I wrong?
Operation hours And Due Date
We have a problem with Operation hours (the problem started about a week ago) We have Operation hours from 09:00am to 06:00 pm Request was made at 04:59 pm and 4 hours SLA. System should move to the next business day but we sее that time solutions is 08:59 pm in this day... Today (10/27/2014) we have another problem. Request was made at 11:20 am and 1 hour SLA. And Due Date is 05:30 pm. But should be 12:20 am.....
Categories in CMDB as I can get all the information in asset
Hi I'm trying to figure out why when I enter a server in the Servers category asset Physicists can not see all the information, hardware and software? If you insert the virtual server in this information disappear ? How do I get to have two categories Physical and Virtual Server and have the list of software scanned ?
Rule based starting of tasks
Hi, Is it possible to start a task according to a parameter supplied inside of a request ? For example if request attribute is set then a task is registered and if not task is not registered. Regards Lukasz
Creation Date < (Creation Date - 180 Days)
Can someone please give me the syntax showing how to pull open incidents with a creation date older than 180 days (6 months old)? Thanks
Importing UDF from Active Directory
When importing the requestors from our AD, we are trying to also import the MANAGER field from AD into a MANAGER field we created within ServiceDesk Plus, but the field doesn't seem to be importing. We are not seeing any errors, but the field in SDPlus is blank. On the Import from Active Directory screen, we have selected the appropriate UDF for import, and entered the mapping. Any idea on what we are doing wrong?
Assets-Creating Incidents/No Asset Available
Testing asset association with creating an incident. My goal would be when help desk tech creates an incident, performs a look-up of a requester; the Asset section auto populates with the asset information. Instead it shows "No Asset Available" (see attached) I created a relationship with the asset and the Requester in Assets. Any suggestion on why this field does not auto-populate?
servicedesk autologin
I would like to access at helpdesk without using a login template but with link like this. http://ithelpdesk/HomePage.do?username=User1&password=1234567&domain=contoso Is it possible? We can't use the "Pass-through" function because the SD user is different from the AD logged user Thanks Regards
notification not working "Acknowledge requester by e-mail when a new request is received."
Hi "Acknowledge requester by e-mail when a new request is received." notification not working. I simply want the requester (user in my organisation), to receive acknowledgement email, when they log a request. If the email a request to ithelpdesk@XXX.org.uk, they get an aknowledgment email, but not if they create a ticket, through the ManageEngine webpage. Please help!
"Time Elapsed" of a Request is "0hrs -9639min"
"Time Elapsed" value of one of closed requests shows up as 0hrs -9639min, which is obviously odd. What is wrong with this request and how can I correct the Time Elapsed time? Thank you. Yuko FYI: This request is created on 2014/05/12 20:07 and resolved on 2014/06/10 18:45. Our business hour is from 9:00 to 17:30, and we had 8 days marked as holidays, i.e., the actual time elapsed should have been 21 days, excluding OnHold time. Our system is set not to Open onhold requests upon requesters reply and
Cant connect to ServiceDesk plus port 8080 externally
I can connect to port 8080, through my local lan and if I use free anonymous proxy site it works from any pc over the internet but if I just type my free dns name into browser it cant find page. Im using Ubuntu desktop 14 for the server.
Android Application
Hello; We have SDP 9.0 Build 9004. If device is in internal network, SDP Android app can connect to SDP successfully. If the device is outside of the company network, Android app can not connect to the application. Yes I know, you'll recommend me check firewall and gateway devices but they have been already checked many times. We can connect to SDP web interface with browser by using 80/443 ports from outside of company network successfully. So it proofs that 80/443 ports are open. Do you have any
ServiceDesk Plus Database Migration
Does anyone have a relational table for data-dictionary.xml ? I am looking to import data from our old ticketing system(Kayako) into ServiceDesk Plus using MySQL and I need to know how the tables are related and what is required for things to work correctly.
How do I customise the Global View dashboard?
I'd like to see different charts on the Global View dashboard. How do I change these?
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