$RequestLink giving incorrect hyperlink
In our notification messages we are getting the incorrect hyperlink sent in the notification message. It says http://servername:8080/http://servername:8080/link to call the second part of the hyperlink is correct, but the link as a whole is not correct.
Problem with restoring data
Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: invalid END header (bad central directory offset) at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown Source) at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1022) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1017)
SD+ server migration - 8208 x64 full install files
Hi all, We are in the process of swapping our servers from physical to virtual servers on VMware. Yesterday I installed the new SD+ server and upgraded the existing server to the latest version. However there is a mismatch in the versions. 8208 is available for the existing server (I've seen the post about mail fetching problems in the 8209 SP) and only the 8209 full installation files are available for download. We are also switching from Win2K3 x86 to Win2K8 R2 x64. I do not have the x64 full
Reply to request for approval creates a new request.
Reply to request for approval creates a new request.
Microsoft Forefront UAG and Service Desk Plus Mobile App
Is there any integration with Microsoft Forefront UAG and Service Desk Plus Mobile App. I can expose the webpage through a UAG Portal to view over an internet browser...
Request Approved By
Dear Support , is there a way to create a field named : approved by ? thank you
aging report that show open and onhold tickets
7 days old; 8-15 days old; 16-30 days old; more than 30 days old so that would be four columns. sorted by category if possible 1 report with details and the other just a summary of count.
Request Approved by
Dear Support , is there a way to show field in the report named APPROVED BY . thank You
Alert the following technician when new request is created does not work
Hi, "Alert the following technician(s) by e-mail when a new request is created" doesn't work. When the request is assigned to one technician or group it works. Is this some software bug or am I missing something? Anyone face this same problem? How to solve this?
How to allow permissions for technicians for tasks at Change or Problem level
For a user definied as technician, I detect that permissions to view tasks into Problems or Changes isn't allowed. Apparently, I don't retrieve differences with definitions into Service Desk for that user and the other Technicians whose tasks are allowed. Best regards Massimo Morgagni Italy
Access Permissions for Vendors and Products
Hi, Can you clarify which of the Access Permissions is required to allow for Adding/Deleting/Editing Vendors and Products? These two are closely tied in to the Purchase module so I need advise how to grant access to these without giving the SDAdmin access.
Requester "Business Impact" doesn't feed into Impact
Even though I am importing the Business Impact field through the AD Import, the users business impact doesn't affect the Requests Impact. All Requester's Business Impact types were imported into Impact, and show properly on the Requester list. Since there is no real connection between the Requester Business Impact and the Impact field I can't create correct Business Rules so that a user with a Critical Business Impact gets their request categorized correctly. How do I get this fixed?
SDP iPhone App Crashing
Running latest app, tried both 8202 and 8207. I can login, but then I get a request status 401, then a dialog asking me to submit the crash report. I can answer Yes or No and it crashes the app.
Unassigned requests not as good highlighted as done in previous version
I do not know if this is specific to new layout (>=8.1) but many of my support engineers complain about not able to quickly see unassigned requests. In previous versions it was done much better. We are not able to change this part of sdp theme on our own so please propose a solution for this. We spend many hours working in sdp interface and it is very important. SDP User since v7.0:)
email sett
FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Reply to a Request and the Insert Web Link does not work
When I reply to a request id sometimes I try to insert a hyperlink and nothing happens.
Layout
Hi, Is there anyway of changing the layout of the 'New Request' form for eg. I want to remove fields such as 'Group', 'Level' etc as they do not add value but cannot find any where i can customise? Thanks Kate
API
I want to know the last comment of the ticket via API Is possible to do that?
New Build Quality - please improve
It seems that every other time I update to the latest build, I run into serious problems. Latest, mail fetching problems, bad downloads, I've had to restore in the past. What gives? I look forward to updates, new features, bug fixes, etc. but can something be done about the quality of the releases? I have a business to run and our business relies heavily on IT responsiveness and I can't do it with poorly written software. Mike Barry Director of Information Technology 508-929-4618
Out of Office Auto Replies
Hi, Was wondering what's the best way of servicecdesk ignoring out of office replies? Regards Keith
setting users to be emailed on SLA escalation
This has to do with SLA's on the service catalog. ie. A user is locking out a warehouse in our erp software. on the end of month this is crucial to business and we give it 15 minutes to to be taken care of. If after 14 minutes it has not been taken care of it will be escalated to tier 2. The problem I am having is that I can escalate to myself and $Ticket Owner but the choose button does not give me the option to add the other technician. Am I missing a configuration somewhere? I don't seem to
Projects module
Hi, Just want to check if it was possible for the Projects module to be configured to send alerts when new tasks are added and assigned to a resource. Is there functionality for this feature? Thanks
Technician unable to save PO
We've reported this directly to support but have not had any response. We upgraded from 8125 to 8208 approx one week ago. One of our technicians cannot save a PO, the 'Save Purchase Order' button does not do not anything when he clicks on it. We have cleared his cache, tried in several browsers. He has the same permissions as other technicians who are able to save a PO. We're concerned that deleting him in ServiceDesk and reimporting from AD will affect his open calls and stats. Any ideas?
Asset Scan reports Office 2010 wrong Procuct Key
Hi, the last version of AE_SCAN.VBS fails to get the right P.Key of Microsoft Office 2010 (while it works correctly for Visio for example). See the atthaced image (the right P.Key is reported in cmd window). In the past I had the same issue caused by an outdated version of the script, but in this case I have the 8.2.0 build 8208. I have tried with an old version of the script that worked fine since some month ago (v 1.30), but the result remains the same. I'm assuming that MS introduced some change
Agent not installed Report
Dear Support, I need a report that show me the asset who haven't installed the agent. The database server is mysql and the version of SDP is 8208 Can it be possible? Thanks a lot!
Service Desk Groups
I am looking to deploy ServiceDesk plus enterprise to my organisation The organisation has 3 business units each with there own departments. I propose to may a 'queue' for each department for each of the sites so an IT Queue, Finance Queue etc 1st question is there any documentation on how to configure the security to restrict who can see what with Active Directory groups 2nd Question is it possible for each department to have a dashboard or would they all need to be set up as sites Thanks in Advance
different approver
hi, How can I send a request to different approvers based on a ciriteria? For example by creating a new business rule and define the ciriteria then choose an action like "send for approval to". Thanx.
Workflow(s)
Is there a way to setup a workflow that triggers multiple tasks to be created and notify of completion of a task to the next person in line? For example: We hire a new employee. HR requests a new user to be setup in the system. Depending on the type of user, there are multiple systems that this person has to be entered in to, all of which involve different users. What I would like to do is setup something that when a request comes in with category New Employee, it creates a new task for a technician
Is it possibile to create a Change with the REST API?
Hello, I have a simple question: Is it possibile to create a Change with the REST API? Kind regards Daniel
Contract Expiry Notification
Hi everybody We are trying to use the "contract" part of ManageEngine ServiceDesk Plus. I have created many contracts, and for each contract, i give a contract ID ( compulsory area ) which is an internal contract number. I also have created some contract expiry norification, whith some informations send to the contract's responsible. When the responsible receive the notification in his mailbox, in the area "Contract ID", he does'nt see the contract number which is specified in the contract created,
Full data model
Hello guyz, can any1 give me a full data model for SD+ 8.0 Enterprise? Yeah, yeah i know what it is contains over 9000 tables. It doesnt matter. Just give it to me already. Thx a lot.
Can change the service account from LocalSystem to another account in windows?
Dear Support Team, While install ServiceDesk Plus, it use LocalSystem account to start the SDP service on windows. Can I change this LocalSystem to another managed windows account for start up the service?
Spellchecker language
Is it possible to change the language used by the spellchecker to UK English?
using sites or not - advice needed
Hi, I am currently in the process of setting up SDP and so far i have created a "UK" region and 5 sites for our various branch offices. When i import requesters from AD i have ticked using office and department. So up until now it is looking alright. but i am wondering if i really need to use sites and if i by not using them can simplify the setup Basically when i add in licenses i do not have a need to allocate it against IT Department in site 1. My need is just to allocate against the IT department.
Last scan information not available for the workstation
I'm trying to to an asset scan for a new laptop that I put into manage engine. The firewall is off and manage engine isn't reporting that it can't see it just that it can't pull any info from it. I haven't seen any other reports of this issue so I'm unsure how to trouble shoot since manage engine can see and at least partially communicate with the laptop. Here are the screen shots of what I'm getting. I'm on build 8021. Any assistance will be appreciated.
Delete workstation
Deleting workstation from Asset list takes over 10 minutes. ServiceDesk 8205/8208 on Postgres. Windows 2008 R2, 4 cores, 16Gb memory Any script/configuration to speed this up?
Licensing per core in Asset Module
In the asset module I can only assign licenses per processor, server, mailbox, or seat. We need to be able to also assign them per core. Microsoft is now selling licenses this way and I don't have any way to track this in SD.
Notification for unassigned (No Group) tickets after x minutes.
We have a support group email yyy@domain.com with auto-forwarding set in exchange to xxx@domain.com which is the Group email of xxx Support. When the ticket arrives its left unassigned and not with the xxx Support Group. Is there a way for me to set an email notification for unassigned tickets (Not assigned to any group) after x minutes? Same option with the Send notification when a requests in this group is left unpicked, only this applies to tickets with no group assigned initially Thanks
Group Mail Settings
Hello, Need some advise if this is the best way to address this problem. We have a Support Group called NOC which handles all escalations and major incidents. The group email setting in SDP is set to NOC@domain.com. The NOC however is also the same team that handles b2b related incidents which are sent to b2bsupport@domain.com. Within Exchange there is an auto-forward rule for b2bsupport@domain.com to go to NOC@domain.com. If I update the Group Mail Settings of NOC to include both NOC@domain.com
PO - Please Approve Custom Email?
I would like to be able to customize the email sent from the PO module when requesting approval, is this possible as I can't seem to find out were to do this. Currently it looks like this, it could use some work!!!! Click the below link to approve this PO : http://myserver.com/POApproval?dId=TdRCIGihBN8F717QRA8ZHxYivhpcM8DtWk9p8BgAQJdbV0VNhNQjtrVbrLpjIoqb&app=76_-23_-119_-43_122_-95_-27_110 Description : PO# 6 has been modified by
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