Service Desk Views
Hi, I am in the process of developing a department site for my group, Information Technology, at my job. We use SharePoint as our intranet platform. I have a page that when a User goes to that page, we would like them to see their open tickets that they requested. We don't want them to have to logon to Manage Engine, it should auto log them on based off of their assigned network id, and simply display that user's open tickets. In SharePoint I've added a web part Page Viewer, all this web part
From Windows to Linux
Hi, at the Moment we got an ServiceDesk Plus Windows installation with MSSQL Server. We need to transfer this Installation icluding all Settings and Requests to an Linux installation. How We can do that or is it impossible? Greetings Modding
Error with automatic emailling/notification, after upgrade to Service Desk Plus Version 8007
After upgrading to Version 8007, the automtic emailing system doesnt work. All inbound emails come in as normal, but all automatic notifications have stopped working. If you try and forward or reply to request all you get in the subject field are the fields to be sent not the actual data. ie "[Fwd: ##$RequestId## : $Title]" instead of the proper details. If you then carry on to process the email it does actually send the email, so the SMTP mail is working ok. Any ideas
Customize Request Print Preview to soport Company Header
Hi, i'm trying ti customize the request print preview to include a header with the company logo and some text. How can i do that? thanks in advance
Helpdesk ticket from Contract reminder
Is there a way to raise a ticket when a contract is due rather than just send an email reminder? A ticket is a perminent reminder until it is completed, an email can be forgotten. I can forward the email to the helpdesk, would be nice if it was an automated procedure though.
Templates for Problems
Hi all, it would be absolutly great if there would be a possibility to you the request templates also for problems. That would help a lot because the interface would look similar and you can sort you fields in the same way as you can in the requests/incidents. For our technicans it would make all clearly arrange for them. And I don't think it would be that much work to integrate it because this feature is also useable for requests and changes. Kind Regards Thomas
Import Vendor for CSV
Hi Do not have that option import vendor for csv
Questions about filtering and translate
hello guys I have some questions about manipulating the requests and technicians. 1. is there a way to recieve the request with the devices it self? for example in the case of broken or sth. 2. how to filter some menus in "new request" for some technicians? 3. is there a language file for working on it and import it? how we can translate the ServiceDesk Plus to other languages? Best regards Abdo
Support phone numbers
Hi, We recently had a problem with all our ManageEngine products (Service DeskPlus, Desktop Central and Password Manager Pro). Can you tell me the support telephone numbers for Australia and UK as I was not able to get the free phone numbers to work. I tried the international number (001 925 924 9500) but there was noone available. Thanks, Simon
CLOSEAUTHKEY in autoresponse differs from workorder.closeauthkey
Dear SD support! After upgrading to 8.0.0.3 i've noticed that requester cannot close request clicking the link in the autoresponse. Digging the problem, i've found that CLOSEAUTHKEY in e-mail differs from the one in the database. What gives?
Dashboard
Hi, Just installed this, but cant seem to find the Dashboard Tab whihc normally sits at the top. Is this normally a defaul tab, or is it only available when certain features installed? How do i get it back? It was deleted, it just isnt there when i installed... Thanks
View request of service catalog in request problem..
Hi I have a problem with the request of service catalog ; Not are views in Request Problem and request of Change but: when i use a request default , is viewed in Request Problem and request of Change view request of request problem view the problem with default requests requests of service catalog not have options of new problem and new change Options in the default requests
SDP - Change of button caption
Is it possible to change the caption for the "New Incidents" & "Edit Request" button? if possible, can anyone give the steps?
Highlight Mandatory Fields on Request Details
When opening a work order, it would be great if fields that are mandatory for closing could be highlighted if missing. The warning that you attempted to close a work order without a mandatory field completed comes up too late and poorly placed in the process, that most techs fail to realize that they haven't closed their request. Thanks, Michael
A successful report and a failed query.
Team, When I create and run a report it runs fine. When I asked to see the query: SELECT pd.PRIORITYNAME "Priority",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID WHERE (((longtodate(wo.CREATEDTIME) >= datetolong('1288584000000') AND ((longtodate(wo.CREATEDTIME) != 0) AND (longtodate(wo.CREATEDTIME) IS NOT NULL))) AND ((longtodate(wo.CREATEDTIME)
Drill down reports
Hi SD+ Develops, its been a long time since i used to work with SD+, now I'm back to use it again and i can see a lot of changes and great developments since version 5 and 6. I was wondering whether reports can be drilled down. I want a report to find all workstations with any versions of Microsoft Office. Then i want to drill down to different versions. Then i want to drill down to where these versions are installed. Please can somebody reply to me about this?
Upgrading from 7.0 to 8.0
I checked the "About" page and clicked on the "details" link and found that it recommends using the migration sequence if you're below build number 7500. What it not clear is if this applies to 7.0 or 8.0? In other words, I want to make sure I follow the right path for upgrading and I'm currently at 7.0 Build 7018, so do I need to follow the migration sequence process or is that only for 8.0 Build 7500 and above?
Add resolution information to "View Requests by Requester" ?
When working on a request and selecting Actions | View Requests by Requester, the listing of requests displays. After selecting a prior request, the request details display with notes, but not the resolution. Is there a way to add the resolution to these details? Currently the description displays, but nothing else.
Custom Report - POs From The Past Year
Good Morning, I'm looking to create a report based on Purchase Orders that will show purchase orders of any status from the current year (January 1st to current day of the current year) put in by specific users. Here is what I have so far: SELECT pos.STATUSNAME "PO Status",po.POCUSTOMID "PO Number",po.PONAME "PO Name",longtodate(po.DATEORDERED) "Ordered Date",longtodate(po.DATEREQUIRED) "Required Date",poa.FIRST_NAME "Requester",pos.STATUSNAME "PO Status",paao.NAME "Vendor Name",po.TOTALPRICE "Total
Cannot delete a request with a large amount of conversations
I have a request that I believe is slowing down my system as it has 100+ conversations attached to it. The request continues to gain conversations as they are being attached as returned emails. (technician email changed). I would like to delete this request altogether. I am getting an error that the delete failed. Is there a way to manually delete the request using SQL (MSSQL)? Or, is there a better way that you would recommend deleting the request? Thanks!
Report on Ticket Type
How do i run a report that lists me all the different 'Ticket Types' we have raised? We have Tickets Types such as: Incident, Service Request, Enhancement etc
Service Catalogue
Hi, We are deploying Service Desk Plus (SDP) and before we have created our Service Catalogue. With Service Catalogue we want to list to all our services, including incidents verification. The problem is, with Service Catalogue when cannot create an “incident form”, he always create the form/request like a service request. So we cannot evolve from an incident to a problem with the Service Catalogue forms. Thanks in advanced, Best Regards, Henrique Alves.
"Old" SLAs to Service Catalog
Hello! Please, explain to me, old SLAs (defined in non-ServiceCatalog module) can be applied to requests, created through Service Catalog templates? Thanks!
URL in password reset email incorrect
I have been setting up SD+ and found that the URL link in the password reset email is incorrect. When it comes through it is formated as http://10.0.1.50:8080/http:/noc3.mydomain.com:8080 instead of the correct http://noc3.mydomain.com:8080 I have reset the URL in the self-service portal setting but everytime I change that field and save it thoughs an error unless I leave it at noc3:8080 This seems like a bug but wanted to see if anyone else has seen this. W2003 8.0.0 Build 8007
REST API Error - GET_REQUEST
I have successfully added requests using the API. Now I'm in the process of retrieving data from the REST interface. I am accessing http://<service desk server>/sdpapi/request/<ticket number> I am sending the following POST attributes: OPERATION_NAME=GET_REQUEST TECHNICIAN_KEY=<valid key here>Here's the output I'm getting: <operation name="GET_REQUEST"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation>
Unable to remove Groups from Service Desk
Hi We are unable to remove Groups on Service Desk. It comes up with error " Groups cannot be deleted as it is being used by other module " Please help. Thank you Michelle
Adding the ability to email assigned users of assets that belong to an asset group
I love having the ability to email all users of a software...a feature that's available in the menu options for a software. I'd like to request the addition of the ability to email all the assigned users of machines in an asset group. For instance, I have a group of all of my Windows 7 laptops. Each laptop has a user assigned. I would like to be able to select the group and email all of the assigned users in order to let them know about patch issues or any other info as needed.
Bug in Spam filter
In the Mail Server Settings/Spam filter. There is one To (or CC) rule "contains" an email (abc@example.com), will match all email that has the email in CC (or To) only. The system discard all email.
issue with e-mail to ticket conversion.
Hi folks, I´ve got an issue related with the e-mail ticket conversion, basically i´ve got the mailserver well configured with connectivity, but when i sent an e-mail to the servicedesk e-mail that message is not converted into a ticket. I´ll sent some pictures of the config so you can figure out what i can do to solve this issue. If i use the servicedesk portal to create tickets i´ve got no problems at all. Thanks, Paulo
insert "close" button into email to user
Hello can I insert "close" button into email to user? How i can do it?
Manually Create Requester Accounts for Active Directory Authentication?
Is it possible to manually create requestor accounts in SD+ so that users can log in using their Active Directory credentials? We originally did have SD+ setup to run the auto AD Import but now the company is on two separate domains with duplicate accounts on both domains. Because of the duplicate accounts on both domains we are no longer able to use the import function. When importing, the last domain listed would overwrite all the previously imported accounts. Since the domains are imported in
Redirect attachment folders
Is it possible to store attachments on a different server from the other helpdesk files? We are currently running out of space on the server that runs ServiceDesk and as a temporary fix we would like to move the storage of attachments to a different location. If so, how can it be done? Thank you, Andy Goodson
List Business Rules
Hi, Is there a way to list or query SDP Business Rules? We have Requests that are automatically assigned to a Technician (or actually the number id of former Technician) that doesn't exist anymore (was removed from Technicial list). This is most likely due to Business Rules that assignes Request to the ex-Technician but I can't find it. A list of some kind from Business Rules would help on this as we have several Sites. Regs. /lakend
Multiple Users/Requesters
Hi WE have an Issue with SD+ Build 8003 where by we have all our users imported Via AD and then i needed to import some new Assets i had in a CSV file and assign the assets to the users. when i did this it created a duplicate users and assigned the Asset to that new user. Is there a way to merge the users together so as we don't have the double up or would it be worth deleting all the "new users" and "new Assets" and then re importing the csv with a username field that matches the Users that are
Tech Availability Chart "Unavailable" color not showing.
Since upgrading to the most recent version (8.0.0 Build 8006) we can no longer see the pink-ish color for "Technician Unavailable" on the Tech Availability Chart. The leave times are still marked, but the color does not show up in the main view. Any suggestions?
Remote Control - problem in starting the meeting
I uninstalled the Zoho meeting software... now I am getting the error while taking any remote control Problem in starting the meeting How can I install Zoho meeting again. I uninstalled the agent and install it again ... still giving the same error
Add new assets to inventory upon Purchase Order completion (PO status - Received)
Hi, Right now in SDP when creating and finalizing a purchase order, the items of that order are not being added to the SDP inventory. Any ERP software would have this feature built in, so it would make sense if we had the same in SDP.
Change administrator login - Free Version
I am giving this program a trial run with the free version. I configured AD pass through authentication but I dont use the administrator account to login. How can I change the administrator account name so I am the administrator on my account. Everything I previously saw said to make another tech and login as that but since this is the free version I am limited to one tech.
subsriptions / number of technicians
Please,can someone can explain me how to calculate number of technicians needed for subscriptin? Thanx in advance
Update 8007 forward request has no content (BUG)
After updating to 8007 over the weekend we now face a problem where if you forward a request there is no content in the popup screen that should contain the request content. All it has is the following in the Subject "[Fwd: ##$RequestId## : $Title]" All other fields are blank. This is quite a signifigant problem that needs to be addressed urgently. Cheers Brett
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