Non-login URL for solutions
Ciao We want to integrate some solutions from Servicedesk under an intranet page and some manuals. Is it possible to implement a Non-login URL (like we have on the change request) for the solutions? Thanks Regards Stefano
Business Rule not applying
Hi I have a Business Rule setup to process incoming emails, if the sender is a certain email address and a string appears in the content, then it should apply an incident template, which in turn resolves the call. This seems to not work for one scheduled email which is sent in, but works for others. I am sending the output of some cron jobs to servicedesk and if the text contains "completed" then it should close the call. Is there any debugging or logs for business rule processing? Or could a new
Azure Cloud
Hello, I'm currently in a Microsoft Azure training and noted that I could install a Service Desk Plus app. I tried to do this and received an error stating that SDP is not available in my region. What must I do? I'd like to test the app in the cloud. Thanks, Daryn
Webinar Recording: How analyzing data patterns can improve IT service delivery
Learn how to Identify data patterns using visual analysis to spot trends easily. Correlate data from multiple sources and get unified visibility into your IT. Create live dashboards to make continuous improvements in ITSM processes. Click here to know more about advanced analytics for ServiceDesk Plus.
Request Status Scheduler for On-Hold Tickets - Not working
Has anyone used the "Request Status Scheduler" icon that appears next to the On-Hold Status in requests. You are suppose to be able to set the request to automatically move from On-Hold to Open or Work in Progress at a particular date/time. I have attempted to use this from several tickets and the status does not update/change. Any idea on how this actually works or if it does work at all????
Email requester when custom field changes status
How can I email a requester when custom field changes status. I have created a custon field called: "Fase" (Recived/Assigned/Processing) and i would like to email the requester when this custom field changes status.
How to scan Linux Server with SNMPv2
Hi, I configure SNMP v2 on some linux server and add these IP range in network scan, but when scan completed that error me "Cannot identify model of this device". For this I go to Scan Setting->Configure product for unknown sysOID tab. In this section I find my linux server, but in Product Type I can't find server type or workstation. What should I do? Thanks
Configuring SLA
Can SLA's in servicedesk plus be associated/linked to sites on the SLA rules?
Agent Remote Control Error
HI，I'm Mike I'm testing ServiceDeskPlus,I find ServiceDeskPlus 9303 in the use of Agent remote control error, the error shows "Can not run program" RemoteControlViewer.exe ": CreateProcess error = 2, Sistem belirtilen dosyayı bulamıyor" please help me ! Thanks! Remote computer OS: Win7,Win10 Control Computer OS: Win7,Win10 Control Web browser：IE11,Firefox 37.0.1 JRE1.7.0.45
unable to start after server rebooted
Dear All, I am running Free Version of SDP, why ServiceDesk Plus unable to start after my server rebooted? JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Script to remove software from Disposed Workstations
When we uninstall software from a computer, ServiceDesk Plus still shows that the software is installed. Even after running Scan Now on the computer. Should the software be removed from the computer list of software in ServiceDesk, when it has been uninstalled? Also, software remains in Software Licensing when status of computers are marked as Disposed. This is messing up our licensing and numbers are off for reporting.
CSV file for contacts import
Any one have an example csv file to import contacts?
How do you delete a Support Group?
How do you delete a Support Group? I keep getting a message to confirm delete and then it says unable to.
Open beta launch of Analytics Plus - On premise Advanced analytics solution for ServiceDesk Plus
Hello there, Introducing Analytics Plus, a self service data visualization and analytics solution for ManageEngine ServiceDesk Plus. ServiceDesk Plus users will now have an on-premise integration option for advanced analytics. Key benefits of this integration In depth analysis of your ServiceDesk Plus data with over a 100+ reports and dashboards, built on 80+ KPIs. Populate charts from various ServiceDesk Plus modules, all combined in a single dashboard. Easily drill down to a specific
Move tasks?
Hi, is there a way to move tasks into a project? Sometimes isolated tasks should be grouped into a project, but I can't find a way to do it without delete them and re-create thanks alessandro
Poor Support
Hello Since Service Desk Plus went to a free model I have noticed the level of support has fallen considerably. It often takes over a week to get a response and even then it's a question that has already been answered in the initial report. I have spoken to support team managers and been told that the release of version 9 caused many issues and the support teams are busy. It seems that the support team are more concerned with closing a request quickly rather than the quality of information given.
How to set contract additional field as a mandatory field?
Hello, Did anyone know how can i set additional field in my Contract module as a mandatory field? I can do this in request, change and problem module, but not in contract.
Not sending notifications
I am using ServiceDesk Plus v9.2. See below notification setup. Apparently, all settings needed under Technician Notifications module are set, but technicians are not getting any notifications. Have also check the Junk filter condition under Admin-->Notification rule? If any of the condition matches though none do match. Kindly assist on this.
Date format in reporting
Hi Team, The date format in the reporting is Dec 7,201609:32AM I'm unable to change the format even in excel any option which I can edit this Regards, Vincent
Computer under Non-IT Assets
Dear, is there any issue if we add workstations/PC under non-it asset , because we have 100 MAC computer and no need to install the agent on these pc's . what is the impact if we added in the system .
No remote control option
Your manual suggests there is a remote control tab in Assets, however we do not have one
Get the Password of the new user
Dear Support, I hope you doing well, I just want to ask you, If we create new ticket from our email support but the user who sent the email is not in our Company, Then the system has opened new ticket by his email address and also new user in our Application So My Question how the get the Password of the new User to login the our SDP server Note that The user who sent the email has new new
Calendar view for projects and requests
A calendar view across projects and requests would be extremely useful. A calendar view of tasks within an individual project or request would also be nice. Please don't confuse this with the Gannt view as that is a linear and a calendar view is a month-at-a-time grid.
Forwarding an e-mail in a request - Mail headers
I am wondering if it is possible to get the mail headers within a conversation history when forwarding from within a request. Thanks, Patrick
Export project dependency maps as a scalable image format
The formatting and clarify of the current PDF export for dependency maps is bad and hard to work with when exporting large project task maps. The ability to print a scalable image format would be wonderful. That way I can print in a large format on our PMO plotter and print handouts for team reviews.
Report by group
Dears, we need to create report for Helpdesk group how many request receive the request during this month (not close or resolve the requests) because this group receive the requests and filter the request then foreword to correct group , is there any query or option to know how many receive requests and forward to other group. Best Regards
Where do these groups come from on service catalog templates?
We're using SDP 9301. I was editing a service catalog template and noticed what I thought were extra groups in the "Associate Groups to Template" section. I didn't think we had that many groups, but maybe I was wrong. When I go to Admin > Technicians > Support Groups, I do not see "Hardware Problems, Printer Problems, or Network" listed in the active or inactive groups: I am logged in as a full admin. Where else would these groups come from? Or is this a bug? Thanks.
Business Rules
Hi, Do you have any advice on the triage for when a business rule fails ? We have a rule that has been running for a while but failed last night, so it's possibly something happened on the server but could you list the steps and logs that could be reviewed so we could try to find the cause of this ? No changes have been made to the system that would impact this. Regards A
Populate automatically a field in requests
Hi all, I'm trying to manage an automatic update of two field in opening/modifying Requests. 1. A request in son assigned. A Technician takes it on charge: I need that "Group" field was populated with the group which Technician belongs. Example: Tech1 belong to Network group: when Tech1 takes in charge a Request, "Group" field is populated with "Network" value 2. I added a custom field to Requester and a custom field Request. When a Requester open a new request, I need that custom field in request
Reply using "SMS the Technician"
When sending SMS message from a ticket using Reply -> SMS the Technician the message sent is not stored in ticket "Conversations" nor ticket history. Can you log such information?
$ApprovalLink does not work
Hi The approval link that is sent in the Mail for service request approval, does not work . It gives this error: Invalid Key : Key could have been changed manually or would have been an old one. Why is this so ? The key has not been modified. Also, in the Notification Rules when I try to set the $ApprovalLink, there is no such variable in the column at the right that contains all the variables that can be included in the template.. Snapshot has been given below: Any solution to this? Version and
task and worklog
Hi, is there a way to extract by report task e worklog non directly connected to a ticket? In report section I have: Request Timestamp Reports -> Report by Technician; I don't see task and worklog created by QuickActions -> My Tasks -> Add New. Any tips? Thanks
Advanced Filter Issue
Hi Experts, I'm applying a filter in one of my reports. The report looks for 'Closed' OR 'Resolved' jobs. The second filter (Resolved) is ignored every time - how do I resolve this? Thanks, Gareth
Email each Technician with outstanding Calls
Is there a way which I can email each Technician with his/her outstanding Calls/Tasks automatically? Regards
How to attach file to announcements board
Hi, How to attach file to announcements board? or How to locate a file in SDP server (Tomcat) and insert link in this content? Thanks
Asset Report with request custom's field added to it
Hi all, I need to Join to an asset report's some custom fields from service request's template. Can you help me please? Sdp build 9224 Best regards Antonio
Migrate to new server and change database type
We currently have our SDP installed on a Windows Server 2008 (not R2) server using MSSQL Server on the same machine. I am looking at decommissioning this server and need to migrate the SDP installation to another server. Is there any benefit to moving to PostgreSQL (if it is possible to change the database type) or should we stick with MSSQL Server? The new server does not have MSSQL Server installed on it, but we can use separate one if needed. Is there a procedure for migrating the database from
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
is there a limit to the amount/size of attachments you can have on any 1 ticket ?
Solutions, Keyword didn´t get saved
Hey, if i´m going to create a new solution, the added Keywords will be saved. If editing an existing Solution, the added Keywords will not be saved? It happens every time,no matter who created the solution. If i´m going to copy the solution and creating a new one with the same title, it works perfect. I also need the ability to add or even delete some Keywords from existing Solutions. Stefan
Restore Error on Servicedesk - using postgresql
Dear Support, I want to restore a backup file into another newly installed ServiceDesk in another server. But I encountered the error. See below details I got from the command prompt, where I run the restore. I saw errors like "Access Denied". Please help me find the solution for my problem. Thank you! - OB ==================================================================================== D:\ManageEngine\ServiceDesk\bin>restoreData.bat -c ********************************************************************************
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