Issues with Mozilla Firefox
Hello, We have an issue with creating new requests, the issue only happens with Mozilla Firefox, if we try to create a request and the requester has a special character in their name (á,é,í,ú,ó) it gives the message that the requester does not exist. Any ideas? @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9235@ @32 / 64 bit installation = 32@
Advanced Search Condition on Dates Needed
We have a lot of Date fields as part of our SDLC process and I have bumped into this a few times but for date fields I could really use a condition that is "None" or "Is Empty" On the pick lists you can choose "None" when needed but for a date I can't evaluate the field for an Empty/Null Condition (Attached Pic for reference)
Login Name for AD users that were imported
I need to have the login name for imported AD users to accept the UPN and the email address both and link to the same requester. Currently, you can authenticate with the email as the login name but it doesnt link to the same requester as UPN and creates a second requester.
Report Feature Requests
1) Ability to alphabetize/sort the Report Folder List 2) Ability to make nested folders 3) Granularity in security permissions to view/edit/create/delete to the report folder level 4) Ability for the filtering to be customized and run by technicians who do not have the ability to edit the reports. Minimally it would be nice if date ranges could be set without requiring report editing permissions Under the current model too many people require reporting editing permissions-- if its this open you end
Styles in solution editor (HTML or HTML-like)
We are trying to get some consistency of style across the solutions that are shown to requesters in the self-help portal. I was expecting that, as it is shown on a web page, you would be using an HTML editor that allows the selection of heading tags for solutions, but it appears that it's just rich text. Although a proper HTML editor would be best, the key requirement is for some simple pre-defined styles so that headings of several different levels (complete with appropriate top and bottom padding)
Reports
Require a way to setup filters and parameters in the Reports. Right now there is no way in the ServiceDesk Reports. Unable to integrate to ManageEngine Reports or Zoho Reports. Would like to be able to select Users in the Report showing Assets by User.
On behalf of - Param set to "Department" - user cannot see requesters from the Department assigned
Dear all, We have activated on behalf of functionality with parameter set to department, and identified that users cannot see any other colleagues in their department, even if several users belong to the same Department from the AD extract. It's simply blank, and changing department name in the CI tab doesn't do the trick. Another question I have is if the Managers of a department are also included. Most of the times, people open tickets on behalf of their Managers. Kind regards, JS
Using Desktop Central for remote control within Service Desk Plus
I thought integrating Service Desk Plus with Desktop Central caused it to automatically use Desktop Central's remote control but that doesn't appear to be the case. We want it to use Desktop Central for all remote control. It does work if we click on the Desktop Central toolbar, find the workstation and get control, but we really want our technicians to be able to get remote control directly from the link on an incident or request.
SDP&SalesIQ
Hi,Are there any options for the integration of SalesIQ to ServiceDesk Plus? Thanks!
Adding Notes Column to existing reports
Hi I have a report I have an existing report that I would like to add a column for for notes. Using postgresql please see below for existing report. . SELECT cd.CATEGORYNAME AS "Category", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", wotodesc.FULLDESCRIPTION AS "Description", urgdef.NAME AS "Urgency", ti.FIRST_NAME AS "Technician", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status",
Disable the Description Field
Hi folks, Some time ago I submitted a feature request to be able to have a field that was just a label, allowing us to put any amount of text onto a form. While I await that, I'd like to use the description field for that purpose. The idea is that the description will hold a list of policies ending with "By submitting this request you agree to the policies above." However, I'd like to disable the Description field from being edited via the Field & Forms and Is this possible? Thanks, Adam
Is it possible convert an incident to a Service Request automatically?
I known an incident can be changed into a service request by click a action in the request detail page. My question was: Is it possible convert an incident to a Service Request automatically? For example： When incident request‘s category is "hardware fault", then convert this incident into a service request with the template named "Hardware replace apply". Thanks
Unable to assign a ticket to a technician when i am in the ticket.
I am unable to assign a technician when im inside the ticket. The groups and technician selection popup box comes up fine, but i am unable to hit enter to accept. this is happening in IE, Chrome, and Firefox. Any suggestions? -shane
Requester does not exist
Hi, there is a problem when user want's to create request: Requester not found. This happens only when the user name and last name is spelled with Cyrillic letters(with space or without the first name and last). Please see the attached file. SDP version: 9.2 Build 9235
ServiceDeskPlus: Windows or Linux VM
Hi, I'm going to deploy ServiceDeskPlus on new virtual machine (HyperV) What is the best OS for this application or it does not matter? Thank you
Manage IT assets
Hi, i have a question about how to manage it spare assets like cpu, hdd, psu, mb, etc in servicedesk plus. how import and manage and monitor them in SDP? thanks
Recurring Holidays
On the recurring Holidays, is it possible to say for example the 4th Monday of the month instead of choosing a date because as it stands, some holidays change depending upon the weekday. Please help. I don't want to have to manually enter the holidays each year.
Business Rules
Hi, Is there any way to set a rule that only runs on certain days ? We have a list of system generated (Preventive Maintenance) tickets that get created each day, but over Xmas our business will not be operating, and we'd like to get these automatically created tickets to auto-close for a few days we are not in....is there any way to script this or is there a rule we can use to address this condition ? A
Importing data
Hello, I want to import all data from spiceworks, to service-desk manage engine can any one help.
Notifications #2
Hi,How to configure notifications for technicians, if a new request is not assigned to more than 30 minutes? Thanks!
Can I use Manage Engine Service Desk Plus on my Godaddy account ?
Hello team, Can I use Manage Engine Service Desk Plus application on my godaddy account ? I have a Economy Hosting package from Godaddy for Linux and I would like to install ME SDP on it. If someone could share the steps that would be very helpful.
Changing Database
Hi, I would like to ask for those who are familiar about changing database. I have Postgres backup and I want to restore it in new DB which is MS SQL, will this be possible to transfer the data or do I have to stick with Postgres? I've tried it and it's giving me an error of "0 tables found...Please start and stop the server once and then try to restore t he backup data..." Thanks Rowell
Cores count
Hi, One of my Service Desk Plus users is asking for a feature that sums automatically the quantity of the cores assigned to the servers in the CMDB. Is there any way to accomplish this within Service Desk Plus? Thanks,
Reporting on Conversations
Is it possible to run a report on the number of outgoing conversations (replies) that a technician makes?
Form templates
Is there a plugin or any way we can make templates more dynamic and visually pleasing? We would like to group fields (either by adding spaces or borders to go across the template horizontally). Some of our forms require users to answer questions and depending on the requirement, it would expose more fields. Whilst we have done this, we have the issue of the fields moving within the template. Is there any way to set the tab sequence?
Mail Fetching has stopped working
Hi, Mail fetching has stopped working suddenly on our SD+ today. I've stopped and restarted mail fetching - with no change I've restarted the SD+ service on the server its installed on also - with no change. I'm getting this error when saving the incoming mail settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password I've checked the credentials used and have confirmed that
Project Owner Query
Hi, we want to begin using the Project module and I'm currently testing this module. One thing I'm struggling with is that when I drop down "Project Owner" only my name appears. How do I add other member of the IT function into this list? Regards.
Dynamic Fields - Execute Script - Set Subject field based on Additional Field content
Hello, I would like to set the Subject field to be the concatenated value selected under 2 additional field's selection. For example if they select UDF_CHAR12 - Hardware Issue and UDF_CHAR13 - PC Laptop, then I would like the subject line to show Hardware Issue - PC Laptop. So far I haven't even been able to get it to display the first value. I've tried using the below script that I found under another query. var x=$CS.getValue("WorkOrder_Fields_UDF_CHAR12"); $CS.setValue("SUBJECT",x); This displays
Unable to generate scheduled report
Hey, Everyday I get the message below: When I go to report and search for scheduled reports no records are found. How can i stop this report for being sent? Kind regards, Jordi van Oosterbosch
system errors when NOT using full-qualified domain name when accessing SD+
the team, we noticed that after one of recent patches system is throwing errors when user doesn't use full-qualified domain name e.g. http://sdp.mydomain.com our system is hosted on-premises and are using SSO\passthrough, so people within the same domain shoudl be able to use only http://sdp what's wrong? /mar
Add/insert text to subject
I need to add or insert text to the request subject when it comes to Servicedesk (from any way, mail, portal...). I have several Support groups and I’m using templates for each of them. What I need is that by request that comes to a one of the support groups (with a specific template), a fix text will be added/insert to the subject (like it is inserted the request number).
Need additional AD information displayed in Incident request form
Hello, I need to display the user's Phone number, location and email in the request ticket These are all fields that are imported from our Active Directory so they should be able to be displayed somehow but I haven't seen how to accomplish it. Thanks
Integration c#
I want to integrate the api with C #, but I can not generate the regenerate key.
Is it possible to automatically assign email tickets to a probem
I want to automatically assign emails to a specific problem in problem management based on contents of ticket description. Is this possible?
Technicians \ Additional E-mail
Hi,Technicians can not specify an additional email address. Unlike the Requesters. It Fixable? Thanks!
Please allow user to attch some files in work log
team, Our customer arise following feature request: They want to enable user to add attachment when they add/edit a Work log (request/change module). Thank you.
Update requester details via import
Each time we upload updated requester details into ServiceDesk, rather than over write the current requester details brand new records are created, so now we have every requester in as a duplicate.. Does anyone know how to update requester's details rather than add new? Many thanks
v9.2 Build 9235 Bug - Rollover tabs
I just upgraded to the latest ServiceDesk Plus build (9.2 Build 9235, on Widows Server 2012R2) When access the console via the latest Google Chrome , Firefox, or IE11 (I'm using Windows 10 1607), the rollover bar at the top of the page is blank (from Home Icon -> User Icon). The rollover shows the individual buttons when I hover, but the 'rolloff' puts it back to blank again. Is this a known issue? Any fix available?
Active Directory Reconciliation
Hi, We have a problem with the 1 way AD Synch of SDP. I can understand how it wont remove users, but when we have existing users changed (They get married etc. and their logon is changed) the system creates a secondary Requester with just the new logon ID so we get 2 users appearing (The original and then one with no info with their logon ID that seems to take dominance). To resolve this we have to remove both and then re-synch. Is there a way to fix this ? Is there something on the roadmap to address
Project departments/teams/units
For reporting and filtering purposes it would be nice to define the department, team or unit that a project is assigned to. Perhaps integrating the "Support Group" as an assignment option for a project would be the solution. We have had to rename the Project Type field to Project Department in order to track projects in the manner that we need to.
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