exception while connecting to store
My SD is giving the following error; System Log Message: exception while connecting to store Module: MAIL_FETCHING it appears every miniute Please can you assist
Intergration SDP with AD SelfService via https
Hi Can anyone tell me where can I find a description of the integration and import a certificate? I have generated the keystore file In the settings of the SDP when I try to connect I have only information: ADSelfService Plus is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file.
hiding 'Department' and 'SLA' in Request Detail form (editing ticket)
Hi, is there a way to hide fields DEPARTEMENT and SLA in ticket editing form? I can hide these fields in incident template but I need to hide them also when editing ticket. Thanks
Reply to a ticket
Is there a way to sort email conversations in a ticket so the newest conversation is at the top?
Allow Technicians Without Admin Permissions the Ability to Delete Relationships
Hello, It appears that as the program currently stands, non-Admin Technicians cannot be given permissions to delete relationships of Non-Assets CI types. They don't even have the ability to see the List View when in the relationships tab (which is where the deletes are made). Even if the technician has created the relationship themselves, they still don't have the ability to delete it which is an issue for us. We're trying to limit the amount of people we give admin permissions to, but we want users
accesspermission.xml setting
Hi, after the installation of build 9400 I can't find the AccessPermission.xml file that, in previous versions, was located in the Manageengine>Servidesk>Server>default>conf directory. In the SDP build previously installed (9334) , there were the possibility to further align the permission provisions provided by the roles setting module, adding some line of code in “accesspermmission.xml” file. Something that I have managed to do adding under <!-- URL for SDAdmin alone --> heading the following
Changing checkbox entries.
Um.. I think I must be missing something here. When modifying a 'Resource Checkbox', I can't seem to work out how to reorder item as well as change text within. The only option appears to be to delete items, add new ones and set up all the rules again. Can someone help, this is driving me crazy because they want to add prices to all the items in our hardware catalogue and I basically have to recreate everything to do this.
Is there a way to be notified if another tech picks up a ticket
That is already assigned to you? Have a problem with one other tech that continuously picks up tickets that are assigned already to other techs. Is there a way to at least notify me or other techs when a ticket that is already assigned to a tech gets re-assigned or picked up by another tech? Thank you!
Scripting and Category Changes
Is there a way move incident categories tickets en masse as a group with a script of some sort? And generally, is there a tutorial for scripting in SDPlus? or even just some examples?
Missing Project tab after upgrading to 9409
Since upgrading to 9409 today I have now lost the project tab.
Removal of Timestamp from Task creation
We'd like to ability to not have a time stamp (hrs) assigned to tasks or the ability to disable notifications to within operational hours only or map the site's operational hours to the time fields. Current timestamp behaviour when creating a task is 00:00:00: This creates issues for techs/pms receiving past due/reminder notifications after hours.
Printing requests and worklog
Hi, When printing requests containing text in the description field in the worklog we have noticed that the text gets cut off if it contains too many characters. Tested in SDP 9335 and SDP 9406 with IE11 and Google Chrome. Please see attachments for an example. Regards, Alexander Nordin Region Halland
SDP service not starting after reboot
Just rebooted my server, and the service wont come up. this is what i see in the logs. 19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: java.lang.Exception: Exception while initializing DB.| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initializeDBAndPers(PersistenceInitializer.java:353)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initialize(PersistenceInitializer.java:327)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]:
Tracking of Service Catalog and Incident template changes
Someone in our environment had removed custom fields within a incident template, and the information within that field was lost for all existing tickets. We are looking to see if there is a method to see who made that change on that template? Also, is the information truly gone, or can I get it back if I add that field back into the template? If a logging feature is not available, and there is no way to secure templates from being editing by elevated admins, can you add this to your roadmap? Thanks,
Report Request - Adding fields to a Template query report
I have a report that lists all of our Incident Templates, their created date, and what the Resolution is pre-filled as: SELECT rtl.Templatename "Template Name", longtodate(rtl.createdtime) "Created Time", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 I need to add the following fields into this, and I'm not sure how. Request Type Mode Impact Urgency Priority Could somebody please amend my report
Scheduler Technician Group Question
Under scheduler there is a drop down for 'Choose Group'. All that is available is 'All Technicians'. Where are these groups defined? Thank you.
Two issues with the Notification Templates system..
Issue #1 Technician Notification – “Alert(or Notify) technician by e-mail when there is a new reply from the requester” The above notification template appears to also apply to technicians as well as requesters. When a ServiceDesk Technician replies to an e-mail from another Technician regarding a Service Ticket with the ServiceDesk e-mail in the TO: field The Notification Template assumes that messages being sent between two technicians are instead being sent from the Requester who originally submitted
On behalf of
I have ran the query on the database to enable to the option to allow a user to submit a ticket on behalf of another user. However, I do not see anywhere in service desk plus where it has been enabled.
Notification: Task comment creation (Project)
Under Task notifications we'd like to be able to provide who created the comment in the Task. This is especially useful when multiple people are working on a Project task and collaborating through comments. There is a 'created by' option but this is for the creator of the Task and not necessarily the person who has commented.
file attachment
hi. I did update to the latest version. when I try to add a file to a custom configuration item, it seems that the upload of the file goes well. But when I try to open the file afterwards I get a file not found error. And when I try to delete the file attachment on the configuration item, I am not allowed to do so. Please advice. Thanks. Best regards Thomas
issues with 9409 yet?
So far I've had some type of issue with every build of 9.4, some fairly major that we missed during testing. Is anyone using testing 9409 and come across any issues yet?
Every site with his own default incident template
Hi, I'm using SDP 9409 and I configured 2 sites and 2 templates. I need that every site have his own default template: Site1 -> Default template: Template1 Site2 -> Default template: Template2 Is it possible to do? If not, it should be a very usefull feature! Best regards, S.
Issue with Mail Fetching stopping
There were two cases since we upgraded to 9404 where mail fetching has stopped for some reason. It seems to happen after the application sits over night - we come back in in the morning and there are no emails being pulled. It's hard to tell in the logs when this happens since the logs are normally overwritten themselves by the time we get in, and none of the logs are referencing mail fetching like they normally do when fetching is running.
Upgraded to 9409
HI, I upgraded to 9409 and now technicians cannot see the support group they are members off. Only All My groups. Any advise?
Technican schedule
When a technician is marked out of the office using the scheduler. Is it possible that any replies to the service desk tickets are assigned to the backup technician? If not when is the feature likely to be released? Thanks
self sign in problem
hi, we use service desk plus : 9.4 Build 9407. i checked boxes "Enable Active Directory Authentication" and "Enable "Pass-through" Authentication [Single Sign-On] - Troubleshoot" but it does not work. can anyone help me to solved this problem ? domain name dns server ip bind string and computer account is correct. when click on save button its write "SSO Settings saved successfully" but not working self sign in.
Problem with the email setup
Hello, I am testing ServiceDesk Plus, I have a problem with the email setup: Error: Email Settings saved successfully. Could not find valid certification path to the requested destination, therefore please set up to implement Trusted Security Certificate/Self Signed Please your help with error message, Thanks Erick Gamboa
Request Closing Rules for Service Request
Does the Request Closing Rules apply to both Incident and Service Request? I have one Service Request template field (ex. Recommendation) that needs to be filled in by the technician before closing the request. I tried placing the Recommendation field in both Incident and Service Request templates, and the field was also ticked in the Mandatory fields for Closing Requests setup but so far it only works for the Incident Request while the Service Request proceeds to close even if it is blank. We currently
Report on servers and installed software
Using build 9220 and MSSQL Looking for a query to return server names and installed software on that server. If possible I'd like Server Software InstalledDate InstalledBy The last 2 columns are only if the data is available. If not, the 1st 2 columns would get me going. Thanks
Active Directory authentication on a Linux machine
Dear all, Just noted that I cannot enable Active Directory authentication for Service Desk installed on a Linux machine. How can I go about enabling this authentication? Will appreciate any insights on this. Check attached snapshot. Regards, Davis Onsakia
create request from task
Hello It turns out that we often have the case that a task associated is so important or complex that we want to make a request from it. Would it make sense to add in the task windows an action button to create a new request from the task and to close directly the same task? The newly created task should have the same title & description then the task it should be assigned to the same group / technician the due date of the request should be the Scheduled End TimeWhat do you think? Best regards, Marc
Passthrough authentication not working with a server alias
I've recently enabled passthrough authentication on our SDP instance (9.3 build 9300) and whilst passthrough authentication works fine when I browse direct to the server name, when we use the DNS alias for the server (a *much* friendlier and easier to use name) I either get a pop-up asking for my username and password or get redirected to the logon page. Is there somewhere in the configuration that I can specify a URL alias so that passthrough authentication will work using this URL?
Requiring attachments
Is there a script that can be executed to make the attachment button required/mandated? Thank you!
How to add a widget to show requesters assigned assets
In SDP how can I show the assets that are assigned to individuals in the self-service portal? Ideally, I would like to expand on this. I would like to show all the requesters assets in one widget and if they are a department head or contain some other permission then they can see all asset that is assigned to there Department or site etc
Custom Trigger executing only once and workaround
I’ve installed on my laptop with Windows 10 PRO v1709 build 16299.371 the latest ServiceDeskPlus v9.4 build 9406, without any parametrization. On this scenario I want to run a script for every request created and for every state change on all requests. For this trigger, there is a single & simple BAT script copying the received JSON file to another directory (C:\ProgramData\TICKETS) and writting a log entry on C:\ProgramData\LOGS. @ECHO OFF SETLOCAL ENABLEEXTENSIONS :: script global variables SET
Service Desk v9.3 Duplicate Requests being created
We have very recently been having an issue that when one of the Technicians are copied on an email that becomes a request in the system, a duplicate request is created. The same doesn't happen when a user is copied on the email. I have removed all of the notifications and business rules but it is still happening. Has anyone else had this problem?
Automatic task reminders
Hello, Is there way to have tasks automatically set a reminder for who the task is assigned to? I would like to create an indecent that assigns multiple tasks to multiple people and have those people get reminders after a certain amount of time. Cheers, Zack
Customer trigger to share request when created by a specific department
Hi, We would like to have all requests created by a specific department to be shared with another requester. It looks like the only way to do this is using a script with a custom trigger that will be executed when a specific department creates a request. Does anyone have a current or similar script that performs that action, or is there an easier way to accomplish this task? Thanks for your consideration
How can I link two changes?
Hi, My Business change(RFC) is divided into some technical changes. How can i link them, when i want to create technical RFCs? Regards Hamid
Default search for assets
Hi, When in the assets module, is it possible to change the default search option to always be se as "Workstation"? Our technicians mostly use the assets module to manage workstations and it would be handy not to have to change the search option every time. Regards, Alexander Nordin Region Halland
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