Custom "Add Request" form - SDP API
We are using the api to generate a simple form our users can submit requests with. This is outlined in the help doc, and was relatively easy to set up. The form is submitting correctly and creating tickets, however once submitted the user is directed to an extremely ugly XML page. Is there anyway to pass a return URL when you submit via the api form?
SMS notification for high priority requests
Hi there, It seems that SDP can notify Technician for all assigned requests via SMS mail id. We have setup an SMS gateway for this. But i want to filter a condition for SMS notifications. I don't want to notify Technicians by SMS for all assigned requests. I want to do if the request has priority high which can be indicated with the "high" word in both priority and SLA types, then SMS notification could be sent. Please help me on this. SDP version: 8.0.0 Build 8006 Regards, Levent
Priority Matrix is useless in SDP
Hi there, We are using Priority Matrix to prioritize the requests. But there is a leakage in this process that Technicians can change Impact and Urgency values anytime themselves, even if you deselect the "Allow requesters and technicians to override the Priority Matrix" button in Priority Matrix configuration section. According to this, Priority can be changed in any time by a Technician. How can i restrict the Technicians to change the Impact & Urgency values? From my point of view this is not
Tired of bait and switch by manage engine
we have been a customer of manage engine for the past 4 years. we started with service desk plus when the cost was very low. we needed software to manage desktops and their was several but we decided to go with manage engine because we thought the inventory information and the desktop agent could integrate with servicedesk plus. We had looked at kace and kace had the ability to have a software, support and request history of specific machines. We quickly found out after purchasing the software
Best practices - case studies
I would be great to hear of how you are using SDP. While there is lots of information on how to do something in SDP there is much less on high level best practices. While we are evaluating version 8 we don't want to make our setup overly complicated and confuse our staff unnecessarily (multiple sites with techs in more than 1 site for example). Currently we are testing various scenarios to decide how to best use the tool to meet our needs. For example we have different departments within our IT
Requester - Additional Fields
I'm just thinking out loud as to what the logic of having a function for adding data in the additional field is, suddenly I am wondering why this cannot be utalised and customized to show in the user requests form. [/stops thinking out loud] Dear SD Helpdesk I'm currently trying to add additional data to show under the Requester Details field for when a user logs in to add a new request. I'm only assuming that this is not possible under the current release?
A more flexible Date selection field and Items Received aren't anti-dated when creating a historical order
Hello guys, A suggestion on the one hand, a small issue on the other hand, quite simply because both are interrelated towards each other. I create older (historical) orders, so basically i create an order on a certain date. When you receive the items however, these items are not dated on the order date. Rather all the items received are dated on the currect date. To try it yourself: Create a new order on let's say 12/12/2007. Then follow the workflow until you receive items, receive them and close
Asset agent mode in Linux
Hi, I installed ServiceDesk Plus in Linux. Can I use agent mode to scan Windows workstations? If yes, how? Regards, Geng
please help with .CSV for importing assets
Hello, Please, give me any template of .csv file for importing assets in SD, or link where i can to find any description about this. Thanks
Effective Date
If a requester enters an "Effective Date", will the request be available to the technicans on the effective date or immediately after submission?
Report Discrepancies
Today, I ran some end of semester reports (we're a school district) and I noticed some discrepancies. I ran the Requests Received by Category and came up with a number of 705. Then I ran a report of Completed Requests by Category and included closure statuses of Closed, Resolved, and Closed Duplicate(a closed state where the user put in a request for the same thing). When I run that report, I get a number of 674. Now, theoretically the Requests Received - Completed Requests should = Number of Tickets
Technician for Subcategory
At the moment can be assigned Technician to the high-level Category (Admin -> Category) But there can be some Subcategory, which should be assigned to the another Team. Can you please add 'Assign to Technician' feature for subcategories ? Second level of subcategory will be fine.
delete pending approvals
Sent for approval to manager. Manager 'lost' the email with the link to approve. Sent it again and instead of clicking the link, manager replied to email stating approved. Now I have to send it for approvals again. How do I delete the first 2 'pending approvals'?
ALTGR + 2
It is very good to have a shortcut to change the text size. The problem is that is it want to type @(altgr+2) it will also change the textsize to somethnig i dont want to have. Can you please change the shortcut to something else.
Uninstall ServiceDesk Plus
I have an old server on which I installed SDP . I now want to remove all references to the application including it's MYSQL database as SDP is now installed on a higher end server. Apart from removing the app from Add Remove Programs is there an application or batch file which will remove all references to SDP ?
Agent Scanning over Internet
Hey there, Two questions: 1.) Is it possible to have the asset agent communicate over the internet? If so, what are the parameters necessary? For example I see there is a server address and agent port, so say my server is hosted on a server called "SDPServer". Would I be able to have a Firewall rule to allow connections to http://SDPServer.domain.com:9000 and have laptops on the internet update their information? 2.) What would be the implications of having asset information updated while the user
Can't enable NTLMv2
Hello. I've just installed SDP 8.0 build 8006. And I can't get SSO work. I've trieв to install it on Win2008R2 and Win2003R2 x86. All the same. Users get blank screen when they try to login. But I've noticed some strange behavior. Here is the log when I try to enable SSO [13:27:58:130]|[12-24-2010]|[com.adventnet.servicedesk.setup.action.ActiveDirectoryAction]|[INFO]|[33]|: Trying to enable Active Directory Authentication by skull:::: User:skull trying to enable Active Directory Authentication |
API request issue. Please help!
I am having a problem when trying to submit a request via servlet api. The requester information is not crossing. Instead it uses the credentials i pass through to create the request. Has anyone encountered this problem and found a resolution. Thanks, in advance.
Requests hang when accessing SQL database.
Hello! There is a problem with the Service Desk. Requests hang when accessing SQL database Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how to solve this problem? Maybe it has something to do with Java on the server?
Reports - We would like to run a hard drive specific report
We would like to run a report that details the hard drive specifics on a certain model workstation. Can you provide the query that will run this? The model is dc5000
Editing My Details Removes Requester Domain Setting
We have the latest version of Service Desk Plus Pro with latest service pack.We have configured the AD passthrough authentication and this is working fine. However if a user goes into My Details and makes a change, for example puts in their Employee ID number, that user is consequently dropped from the domain and can no longer login to the service desk. To fix it an administrator has to go back in to Edit the requester and change their domain back to what it should be. I'm not sure if this is a bug
Need report for sla's
Hi, I need a report that contains: Req ID, Created Time, Completed time + all the states + operation time ex. 6100 | 28/09/2010 09:00:15 | 29/09/2010 21:15:00 In progress | 28/09/2010 09:15:00 Pending User | 28/09/2010 14:21:00 Pending Authorization | 28/09/2010 20:48:13 In progress | 29/09/2010 10:05:59 Resolved | 29/09/2010 18:45:48 6101 .... .... ... 6102 ... ... .... Can someone help me please? I'm using: SDP 7.6.0 Build 7611 with MySQL DB
Adding a feature in Service Catalog
Hi,1. Can we have a feature such that if suppose a requester raises a request through SC and his manager rejects the request then the status of the request should automatically be Rejected and the requester should be able to view Approval tab so that he will come to whether his manager have approved, rejected or still the approval is pending.2. If suppose a manager himself raises a request of whom he himself is an approver then he should not get a page for approving or rejecting his own request instead
Need report
Hi all! I need a report that will show me which of requests had been closed in the same day they've been created. I use MS SQL database. Thanks in advance!
Reporting on Rogue Admins?
I'm running 7.60 build 7610 on MS SQL Server. I'd like to be able to track down the activity of a "rogue" admin who has been dispatching tickets outside of our standard process. The thing is, I can't figure out how to show in a report the person who dispatched a ticket. I need a query that will show me all of the tickets where the "Request Updated by:" as found in the history tab of request tickets is "X" where "X" is the name of the admin. Additionally having the "Request Updated by:" be listed
connection to domain after patching- cannot log in
I am running version 8 with build 8006 of service desk plus We authenticate through active directory and SDP is running on a windows machine (mysql backend). The issue we are seeing in our test environment for the last few patches is that when the patch is applied and servicedesk starts up, we cannot log in as service desk seems to not see active directory. The workaround is to restart service desk plus a second time.
Asset Disposed Report
I am trying to create a report that will run every month, and it will list assets that we have disposed during that month. I'd like it to use the date that we actually switched the assets "Resourse State" to "Disposed" as the criteria in the date filter. Right now it only gives me the following options in the Date Filter - “Expiry Date” “Acquisition Date” “Lease Start” and “Lease End”. Here is the query for the report using "Expiry Date" as the date filter (we don't want to use Expiry because we
Creating Assets Report
Hi All, I'm trying to use ManageEngine Service DeskPlus on Asset Tab. After entering hundred of data, I tried to create an asset report. Unfortunately I can't figure it out how to show the asset's report with it's price and it's acquisition date. On resources , there's no column consist price and acquisition date. Anyone have the same problem?
Reports - Hard drive data on specific model workstation
We would like to run a report that will tell us the hard drive info on a specific model workstation (dc500). Could you please provide the query I would need for this?
Business services in 8.0.0 version
Hi, Where can we manage business services in ServiceDesk plus 8.0.0. We are using enterprise version and i cannot find this section ... Thanks
Grouping licenses?
Hi, I would like to know if there is any posibility to group different version of a product. For example, I have a colume license with office, that allow me to use new and older version. So i have let's say 100 licenses, and I installed 60 of office 2010, 30 of office 2007 and 10 of office 2003. Can these be grouped as a single "office" license? And the same at the operating system, grouping win 7 enterprise and xp professional.. thanks,
Warning window
Team, I see the following small issue. I try to assign an asset to the user. I chose the asset and changed 'Asset State' to the in Use. SD asked to choose user. I should choose user. I chose xxx. But should be chose yyy. I changed user to yyy and see warning window as on screenshot. Can you please turn off this annoying warning ? This warning will be apper each time when you will change the user (first time is ok). Just do it. Thanks
Agentless scanning for Windows 7 64bit?
I'm having problems getting our Windows 7 computers to scan on the domain. The XP computers are fine but the Windows 7 computers are giving me this error in ServiceDesk 8.0.6 "Connection to RPC server in the workstation failed. " I've turned off the Windows Firewall and I ran the scan_setup.vbs file and I tried all the recommendations on the "Troubleshooting DCOM Error" page (http://203.199.211.69/sd/AddSolution.sd?solID=4501) And I tried all the steps in the "Scan Troubleshooting" page that comes
Unable to change SLA Details
When editing SLA details or adding new ones I receive following error: FAILURE :Error while adding the SLA Details. Please report the problem to the system administrator, with the Error Code - 1.178.193.400.926. Any ideas? Regards John
Service Desk Plus
Hello! There is a problem with the Service Desk Plus. Requests hang when accessing SQL database. Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how can I solve this problem? Thanks in advance!
Best Practice - Integrating ServiceDesk with SupportCenter
We're looking into on how to best have requests/problems that relies on internal as well as external (customer) workflows. i.e. a customer request escalates and gives cause to open a SD problem with a followup change etc. There seem to be no obvious way to integrate the two products... I'm looking forward to hear what ME suggests as well as the community, how do you guys do it? Use Case: 1) Customer support recieves a ticket that looks like it's caused by some core component bug 2) Customer support
And - Or - selection for viewing filters
Hi, we saw that you changed the AND-OR possibilities for the reports. Will this be implemented for the viewing filters aswell? Would be very usefull. Thanks, David
asset inventory, strange PC names
After we upgraded to v8 we started to see workstations listed twice in the asset list. For instance we would have a server name Server1.whatever.com and then we would have one almost identical named Server1.whatever.com.old Its seems almost random when one will show up. But they do show up. If I delete the entry, it will show back up again. It does not seem to be hurting anything but its starting to get annoying. thanks j
Asset Agent
Hi I am evaluating v 8 of sdp, I noticed the asset explorer, what I do not understand is why when an asset is in a remote location in the service desk inventory it will try to connect to the local ip address of the asset (ex 192.x.x.x) instead the current public internet address, I have in the agent config selected both methods but still all remote machines will show their local / ip address instead of public address making it impossible to remote control or even refresh the invenotry of them Regards
Hotfix 8006 Released !!
Dear Users, Please refer to the below announce notification for the hotfix release. https://forums.manageengine.com/#Topic/49000004697258 Thanks & Regards, Srikrishnan ServiceDesk Plus
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