search through drag and drop additional fields
Hi all , May i know please if there is a way to do search through some text that inside ( drag and drop additional fields ) ex : i add a new service category from service catalog named " Test " and under it i add one service named " T1" , inside T1 i add new fields like : name of company , company phone and type of it . so , how i can do search on " company phone " ??! it's not working fine . i need help ..
Why is SLA reapplied on changes to closed tickets
Doing some clean up of old tickets after having changed SLA rules. Noticing the tickets are showing the new sla response and dueby dates - I would ordinarily not want this to recalculate on closed tickets - does this mean all changes on closed tickets now need to be done through sql scripts rather than the interface to avoid this trigger firing?
SDP 7.6 restore error
Hello, I'm trying to restore a previous backup after a system crash but I get the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%) =================================================== Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurrences (WORDHASHID,COLUMNID,WORDCOUNT) VALUESnull java.sql.BatchUpdateException:
problem opening attachments with Chrome
Hi, I'm guessing that SD+ isn't certified for Chrome, but I'm wondering if anyone knows of a workaround for this problem. When trying to open an attachment in SD+ > Requests > In the body of the request, using Chrome it doesn't immediately launch the attachment, downloads a file called HdFileDownloadServlet. When I launch this file Windows doesn't recognize it because it doesn't have an extension. If I choose Chrome from the "Open With" dialog it will then open the extension just fine. SD+ 8.0
SDP: Requester field in Techicians tickets
Hi, Usually when a user open a ticket the Requester field is already pre-compiled. This does not happen with technicians. It would be possible to disable a technician to open tickets on behalf of someone else? Or if that is not possible, is it possible to at least to precompile the requester field? Thank you
SDP - Database documentation/reference
Hi, Is it possible to get a detailed database documentation/reference for Service Desk Plus? I would like to know what information each table contains as well as relations between the tables. Thank you, Miron
ServiceDesk Plus Mail Fetch Stops every day
Hi, Our mail fetching (via pop to our exchange) stops each day at around lunch time, anything after 11am really. stopping and starting the mail fetcher doesn't help so we have to restart the servicedesk service, which is scheduled every day before start of business. We would like to resolve this as no emails are picked up in the afternoon until the next day. I have attached logs from today after the mail fetch stopped working. thanks
Handling New Hire forms or creating special templates inside of Service Desk Plus
I've been tasked with what I think is a mission impossible request. Currently my company uses a MS Word form with check boxes, open fields for comments, etc for bringing in our new hires and I wish there was an easy way to import that form into SDP. During the Manage Engine User Conference in San Francisco last week someone said you could use the API for importing and exporting but that's not something I have any experience with. My question for the M.E. Community: Has anyone else been tasked with
REF point of Custom_LoginLogo.gif
I am trying to integrate our company logo into the login page, however the default image size is set to 252x61. We would like to make it larger than this image, however I cannot find the reference point for the file Custom_LoginLogo.gif. Would it be located in the CSS, and if so which one?
What is table have templates of Catalog
Dear support, Now I would like select all templates in Catalog but I can't not it in what table. Please guide me. My data is MSSQL
Asset Scan is Blocked by Trend Micro Office Scan 10
Dear all. We've a problem with scanning windows 7 workstation through asset management. We've disable firewall but error notification about: "No response received from workstation. Probably the workstation might be switched off or does not exist" still appear. At last we recheck again firewall configuration and found that our antivirus program (Trend Micro Office Scan 10) play as a network firewall. Once we remove the antivirus and the scan is SUCCESS. But, our company policy must set Trend Micro
How do I assign an asset to a request through the servlet API?
I'm trying to set up nagios so that it can raise requests in servicedesk whenever there are host or service problems. I would like nagios to be able to automatically assign an asset to the request based on which host is having a problem. Can someone please tell me if this is possbile using preferably the servlet API. If the servlet API can't do it can the SDPAPI do it?
sites feature confusion
We have 2 different and separately managed groups within our organization all using SDP (build 8009). We want to use separate SLA's and business rules for each group and also be able to separately view the dashboard for each group. Therefore we decided to use the sites feature to allow this. Group 1 - not associated with any site Group 2 - Site A Both sites need to see all the same requesters (active directory used) We created Site A added the technician group and assigned technicians to this group
Asset new entries mandatory field
Hello, Will there be development to make the asset fields mandatory or optional as in the incident request templates fields? What we want is that some fields (that we will select) should be mandatory to be filled while adding a new asset manually. Thanks in advance for your response
Translation Problem Italian version
Hi, Just signaling a few mistakes in the Italian translation of ServiceDesk. In the italian version the "Asset ID" in the ti ticket request is translated as "Workstation ID", which is not entirely accurate since we associate not just workstations to the users and this create confusion. In the Mail configuration to start and stop the fetcher there is a "INIZIA RIEPILOGO" and "FERMA RIEPILOGO", which in Italian just doesn't make any sense at all. Better to place something like "ATTIVA" and "DISATTIVA".
SDP - Same email address appears twice in the To: field while approving PO when requester is also approver
Hi, I've noticed that in SDP, when a PO requester is set to approve it's own PO requests, the same email address appears twice (divided by comma) in the To: field of the dialog which pops up when Actions ->Approve PO option is selected. Thank you, Miron
SDP - Send notifications to administrator/assigned technician when request's SLA is violated
Hi, How can I configure the SDP to send email notifications to administrator/assigned technician when a request's SLA is violated? Thanks! Miron
How to Disable Tabs in service desk
I want to Disable Purchase Management Tab on My service Desk demo version, or Contract Management or Problem Management Can I do this ???
Special characters in attachment in reply/forward
Attachments that are added or already existed in a reply/forward of a request and contain a 'special' character are displaying the wrong name in email clients such as lotus notes and outlook, but not webmail clients like gmail and hotmail. Any idea where this replacing of special characters occurs? (screenshot shows 1 attachment that is named ä.html and one (correctly) a_b.html
automatically assigning a computer to a site
We have a lot of site in our Service Desk Plus. ís it possible assigning automatically the computer to a site when it scaned with the manage engine agent? could be by ip, computer name.
Asset Repair and History
I have issues where alot of our assets go out for repairs. I have the need to track RMA#, date sent, date returned and reason for repair and what was fixed during repair. I need the history of this as well.... i use the custom entries to add the information, but it doesn't keep any history when it has to go back out. Any help would be GREAT!! Thanks
How many request i assign
Dear may i have report to know how many request i assign by day
Link enterprise documentation repository (URL's) to the support tickets
Hello Team, I would like to have ideas around - 1. Is it possible to link the enterprise documentation to the support tickets ? So that we can have direct linkages to the problem and the solutions. 2. Is there a way that we could implement certain templates for the various kind of support requests ? 3. Finally, if there was a check list way of progressing in the support requests. Regards Sumi
Perspectives or Views for Request Tab Column Customization
A couple of feature requests bundled into one. Given the fairly clunky column customization possible in the request view. 1. Allow repositioning of columns by drag and drop 2. Allow multiple sub-sets of columns to be saved as 'Views' or 'Perspectives' (to avoid left right scroll and to build multiple purpose focussed column sets) 3. Allow renaming of column headers Re 2: I might have a 'default view' of Rank | Request ID | Template Name | Description | Requester | Created Date | Due By | Status But
Change Request via API
Hi. Is there any way to add new, check or update Change Request using API? So far I've been able to add only standard request. Thanks. P.
KPI
Hi, I need to show to the customers about the KPIs report, such as: customer satisfaction, response time, fix time and escalation,.. but do not know how to create these type of report in SDP. So please kindly help and support, thanks, - Tuyen www.i3-vietnam.com
8010 ETA?
Any word of releasing 8010? We have been anxious to fix the Software Manufacturer name editing so we can get software metering to work. Thanks.
Deleting a group
Hi, By deleting a group would this in any way affect the previous history of calls logged and closed to this group? Also would it affect the history of any calls that are active that were previously assigned to that group but have now been re-assinged to another group? Thanks
Solution Search not working
Hi, Solution search does not work. The only way to see solution is by knowing where they are and browse to them. Furthermore in IE8 if you click on "browse by category" the list that appears disappers as soon as you move the mouse to get on top of it. PS: search in this very forum too dows not work in firefox How can i solve this? Thanks
Report for Assests
Dear any one Can help Me to Run this Report for Assests Site Total Memory Processor Name Processor Speed (in MHz) Hard desk Details Model
Approval Procces with multiple approvers
Could I assign multiple people to approve a Purchase Order /incident and have the approvals in order, step by step? I mean, the system send the approval email in order,First the person choosen in first place, only when the first approver take the proper action the Incident or P.O. is sent to the second (unless the first deny the PO) and so on. thanks in advance
View Additional Columns
Is there a way to view the "Acquisition Date" column when looking at my entire list of Workstations?
Todaydate in the Query Editor
Dear All I need to know how can I write todaydate in the Query Editor .I need to write if systemdate > completiondate Raeda
Asset Discovery
The asset discovery option of SDP is very good. Where I work we have quite a few standalone machines which also need discovery action to ensure we remain compliant. It would be very useful if there was an option that allowed a "module" to be created by SDP and saved to USB Flash Disk that would allow us to insert it into a standalone machine, run the module and collect the data for merging with the final reports.
Email notifications not sending
Hello all, Recently updated to the latest SDP version and email notifications for created requests are no longer working. We can email technicians directly from cases, so the email can work, however the automated notice is not working. Is anyone else experiencing this? Eduardo Mendoza Univ. of Southern California eduardjm@usc.edu
Browser identification
The 8009 release has some issues with the description and resolution fields on Firefox 4 that cause loss of content entered to the fields by technicians. I am interested in a feature that would identify the browser used by the technician and warn them if they are using a browser that is too new to have been tested with the product. Is anyone else interested in this?
Software Installation Count Question
Is there a way to create a report that lists software by the number of installed instances within our environment? I am trying to create a report of the "most used" software. Thank you!
Mysql query for volume name, disk size, free space and used
Hi, I'm looking for a way to run an Mysql query for volume name, disk size, free space and used, can anyone help? Thanks, DC
FAILURE :Modification of the Email Settings was unsuccessful.
Hi! I've got problem when changing Outgoing mail server in ServiceDesk Plus 7.6.0 b. 7606. When I'm trying to change SMTP server info an error appears: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,276,672,373,093.
Outlook Calendar Invite fetched by SDP
Hi Support, By any chance we can prevent Outlook Calendar invite being fetched and treated as new ticket? Using email command maybe? Please advise on how to do this. Thanks.
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