notify technician of changes in request assigned
Hi there, Let's say a request is currently assigned to me, but then a few hours later someone picks it up. Is there a way for the current technician to be notified if there's a change in request assignment? Thank you for anyone's advise.
SnmpConfigurations.xml and how to configure it
We have a large number of Dell Wyse P25 Zero Clients that we are trying to scan with SDP. We know the OID's we want to capture from the device. From information I found in another thread here I added the following entry in <ServiceDesk Root>\server\default\conf\SnmpConfigurations.xml: <SnmpConfiguration devicetype="Zero Client" vendor="Teradici" attribute="Serial Number" oid=".1.3.6.1.4.1.25071.1.2.6.1.1.7.1" /> Restarted the ServiceDesk service and rescanned the device. Instead of populating
Multi Checkbox Option
Multi checkbox request fields so multiple options can be selected, or single checkbox at least to capture true/false
Support Groups - moving them to default
We appear to have have created a Support Group that appears for one of our sites but not in the DEFAULT SETTINGS. Is it possible to include this in the default as we want to use it for other sites. We have tried to delete it to start again, but SD+ won't let us delete it. Has anybody got a solution please? Thanks in advance.
ServiceDesk Plus 9016 Released
Dear Users, SDP 9016 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9016 SDF-56870 : Business Rules for Service Request. SDF-57219 : Option to specify site as a criteria while defining business rules for default settings. Issues Fixed in 9016 SD-56610 : In SLA when escalate timer is set as 0 for any one level, then every levels' escalation mails are not sent to the technician. SD-56549 : Technician Space
Version Number via API Call
Hello, I have a need to programmatically determine the build number of ServiceDesk that is running. Is there a method for doing so via either REST API or Servlet API? I didn't see anything obvious in the documentation and haven't seen anything from searching yet. Thanks, Brett
BUlk User Removal
So in the new build I am doing I did an AD sync, and pulled everything in, and some. Instead of the expected 1200 users I ended up with 33000. This means that I have to clean them up and redo the input to get it clean. Is there a way to do a mass user deletion OTHER than doing them 250 at a time? It's going to take 2 hours without break doing it that way, at least, and I need this sorted quickly as possible. Appreciate any and all help.
Software Report "installed on" filter
Hi all, I need a software report with the following information: - Specific Software Name - Installed workstation - assign user - user department - Site - Filter by the field "installed on" in a specific month we need to know how many "Adobe Readers" was installed, lets say, in july. I know this information is stored but i cant find where is stored the field "installed on" on database. Any ideas? We need the query for SDP 9 with POSTGRE and MSSQL Regards
Pass Through Authentication Problem
Hi, I have an issue with users logging on when pass-through authentication is enabled (SSO) and they are accessing the site through a domain other than ours. Let me explain... We are an academy with service desk hosted on domain-1 and published to the web. Users are created on domain-1 with SSO configured and working on this domain. Our other sites domains2-6 access servicedesk over the web with a username and password that we have supplied (e.g. domain-1\username). When they access the page
Business Rules - when a company changes hands
We have a site which is currently owned by Company A and has a business rule which recognises email from company A and the rule auto-completes the fields. Company B (who we also support) has purchased this A site and it will now become a B site. I can see how we remove Business Rule A, but how can we associate the B rule to this site please? Also, as a wishlist item, can the default for the top field "Helpdesk - Business Rules for:" please have a tick box for Default Settings as it took us ages to
Software Licenses - Add more than one for same machine
Hi support, We have a question about licenses association: 1) How can I associate more than one license to same computer? Example: We have a server with Office Standard 2003 software installed and many users (20) connect on this server by remote desktop access (RDP). If we have 20 users that connect to a same server, we need to associate 20 licenses for this server. When I add one license for a server, the server does not appear in windows (Add Licenses) again. Thanks, Lincon
Assigning to GROUP automatically, based on requestor SITE.
So here is the situation, I have a group of technicians that cover a very large area, and not all technicians go to all. I have created a series of support groups, and in each group I have a couple of technicians. What I need to do is assign incoming tickets to GROUPS, not individuals, and then the members in the group grab the tickets as they are told about them. What I need is to have the sites as they come in set the group to auto assign the ticket to. So that for example, using the following
Can not close emergency change request.
Hi All, Just wanted to report a error, we have upgraded to version 9.0.9016 of SD Plus when we close - completed an emergency change request we are getting the error saying. "Change cannot be closed, The following fields should be filled Backout, Plan, Roll Out Plan, Impact" The emergency change request template has grayed out the option to add the required information. Is there a way to bypass this rule for emergency change requests.
Customise Request ID view...
I realise I can customise the incident template and the request list, but can I customise the actual Request ID form/view? I'd really like to have (some of) the Request Details above the box that shows the tabs for Request/Tasks/Resolution/History...at the moment, even on my HD monitor, the bulk of the Request Details are off the bottom of the screen, and as the conversation section of the screen fills up, then all of the Request Details drop off the main screen...it's really annoying to have to
Resend Button on Requester Conversations
We would like to add a button to the requester conversations contained within the message. We would like this functionality so we do not need to copy and paste a conversation over to resend to the requester in the situation that the requester does not reply to the initial email notification. To expand on that, if the button would enable us to send the same e-mail after a certain period of time. For example, we send a notification to the requester, and expect a reply within a certain amount of time.
Archiving Data Options
Currently when archiving data your only options for request status is 1. closed only 2. resolved/closed 3. any status I believe you should adjust one of these options to include rejected requests resolved\rejected\closed.
The problem with the parser
Good day, how to configure the parser to be able to close the application? How to determine what service desk works committee refers the letter? How can I use mail transfer request status to "done"?
Remote Control without End User Interaction
We were using Desktop Central for a while, but it looks like we will not renew our license for that product. I found the remote connection aspect to be quite useful, especially when you could set certain machines to not require an end-user confirmation to initiate the connection. I see that SD+ has an option to allow a remote session using the agent, but it seems to force a confirmation before accepting. I know that I can use other solutions, such as Windows Remote Desktop, but I was wondering if
Incorrect figures on Dashboard
hi, Have an odd issue. One of our Technician finds that the 'Request by Technician' figures on the Dahsboard are incorrect - the numbers are not reflective of the open/held queues for him or the other Technicians. However all the other Technicians have the correct 'Request by Technician' figures in their Dashboards. I've checked the account settings (via Admin) for this particular engineer's Technician account on ManageEngine and they are identical to the other Technicians. Any ideas why this one
changin the name on on CI
I have numerous printers and when changing the CI name and select save, it saves but when I run the scan it changes the CI name back to the hostname of the printer Is there a way to prevent this? regards Marcia
Names duplicated in Technician Dropdown pick list
In Edit request the list of names for technician has names duplicated in each row: Jim SmithJim SmithJim SmithJim Smith ServiceDesk Plus Your Version : 9.0 Build 9000
Display name instead of login name
I was wondering if there was a way to see a person's name when you are looking for them vs keying in on the login name. For instance: We use numbers for our employees to login with, however, when you are looking at various areas that reference the login name, we don't know who that person is. Can we have the system show the full name, vs the login name?
IIS Login Prompts
I keep getting IIS login prompts in Internet Explorer, Firefox, or Chrome. It appears to be a directory access request prompt. ServiceDesk Plus runs fine, but the prompt occurs for anyone just prior to the ServiceDesk Plus web login screen. I am running IIS 6.2. I have anonymous login enabled in IIS. ASP.NET, Forms, and Windows authentication are disabled. I added the ManageEngine folder to the site tree, and in the folder security permissions I enabled anonymous user, as well as network service,
Portal Request Catalog Searching
We are not able to search within the user portal. We get "No Template Items found for display." message when trying to search for anything. We are currently running v9.0 build 9016.
Service Request Required Resource Info
Is there a way to make some of the "Resource Info" required in a service request? -Nick-
Formatted Text Update REST API
I am trying to update the description field of a incident template through REST API call. However update is failing to preserve HTML formatting. Following are different request strings and their result 1)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details> <parameter><name>description</name><value>normal<p>bold</p></value></parameter> </Details></Operation> Result: The description field is updated but the formatting
Laptop HW report
Hi We created the below report. Its good but I cant get the Hard disks sizes... How can I add this to the Query? SELECT workstation.WORKSTATIONNAME "Workstation",workstation.MODEL "Model",workstation.SERVICETAG "Service Tag",product.COMPONENTNAME "Product",osInfo.OSNAME "OS Name" FROM SystemInfo workstation LEFT JOIN Resources resource ON workstation.WORKSTATIONID=resource.RESOURCEID inner join componentdefinitionlaptop cdl on resource.componentid=cdl.componentid LEFT JOIN ComponentDefinition product
Error while doing a Windows Domain scan
Hi All, We are having some issues with doing a new scan on laptops within our network. We have installed the latest client Assest Explorer Agent from SD+ and verified that the hostname and ports are correct. When we do a Windows Domain scan the laptops does not appear, when we do a new scan and enter the hostname or ip address of the laptop we get a "FAILURE :Node discovery failed." error. I have googled the issue and tried the suggested fixes and still have the same issue. We are running ServiceDesk
New Hire/Term Process
We are trying to get the new hire/ termination for to work for us. I have currently setup a Service Catalog | New Hire / Terms section. Created a New Hire and a Term form. The new hire and terms can only be viewed by certain technicians and users. I have setup an additional site and a technician group that has access to this site. This works pretty well but any technician that has the SDAdmin group can see everything but I can live with that. I have created two user groups (New Hires & Terminations)
Template Fields Moving
It appears when we edit template, fields move them self to the bottom of the template in the requester view. We are currently running v9.0 build 9016. Editing; Requester;
Ability to send survey from Technician
Is there a way to change the Survey "E-mail Content" portion to say Thank you, Techncians Name I see there is the $RequesterName field that will pull that information, but we like to make the process more personal and have the survey come from the technician. Thanks, Dan
Migration from PostgreSQL to MmSql
Hello, Our organization si currently using ServiceDesk Plus Enterprise Edition with PostgreSQL database. We have set up a new machine running Windows Server 2012 R2 and installed SDesk on it, using MMSQL database. We would like to import PostgreSQL data from the old machine to the MMSQL new machine. Is a conversion possible? Thank you
Signature insertion not occuring after updates applied
Hi all, I recently updated our SDP installation to then latest version via the following update path: 8210 > 8212 > 8217 > 9000 > 9017 After all of the updates were applied and the service became available again, I responded to a request, but found that my signature that is configured under 'Personalize' is no longer being applied to the reply automatically, and I could not find a method of adding this in manually. What has changed to prevent this from happening and is there anything I can do to
Scheduled asset scan failed
Hi, I'm getting a load of fails on recent scans and have got this within my system log. Exception on scanning workstation : workstation id : Any ideas what could be causing it? Thanks
Migrate from OTRS to ServiceDesk Plus
We have around 7000 tickets in OTRS that would be a joy to migrate to ServiceDesk Plus, is that possible and do some have a guide for doing that ? /Leif
Instruments for CIO
Hi, Have you got plans to develop SDP in much more way? I need CIO instruments, like HP Executive Scorecard | HP Asset Manager have. It's like a dashboard with "traffic light" KPI, shows what you need. M.b. you have another product that will combine with SDP?
New User Request Form
We are currently in the process of migrating from our old helpdesk software to SD+. We have everything working except the following: With our current system, if a requester needs to have, for example, a new user set up, he can then click on a link on the new request page that brings him to an html form to fill out detailing information about the new user (SEE ATTACHMENTS). This form would only be filled out when a new user needs to be added (obviously). The information that the requester provides
backUpData.bat throwing error
Hi i am trying to run a backup before updating the software however i keep getting error. please let me know how to fix this? C:\ManageEngine\ServiceDesk\bin>backUpData.bat --trimmed Starting.... 24/07/2014 18:52:15 com.adventnet.servicedesk.server.utils.SDDataManager setStan dAlone INFO: Going to set the standAlone param as : true 24/07/2014 18:52:16 com.adventnet.servicedesk.server.utils.SDDataManager setStan dAlone INFO: Going to reset rootDir using server.dir 24/07/2014 18:52:16 com.adventnet.servicedesk.server.utils.SDDataManager
Mail spam filter not working
From 8xxx version, I'm using mail spam filter with rule: sender - not consist - @my_domain_name.com,@my_friends_domainname.com But Today, it's stop working. SDP 9014 I've got error in log: Mail Filter condition matched. Hence not creating a new request. How can I fix this error?
ServiceDesk Scheduler
Hi Is there a way to make the full technician availability chart available to all technicians with out giving full admin permissions. Currently each person can only view their own calendar and absence. I want my whole team to be able to view all leave days etc. to avoid duplicate requests. Tx
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