Disallow Non-Active Directory User Creation
We are using the Active Directory integration to manage our techs and users in ServiceDesk Plus. So far, it has worked great for us. However, We are seeing non-domain users being created through improper customer entry. Is there a way to force ServiceDesk Plus to require the customer to be a domain user? Or, enable the dynamic customer suggestion to work as a 'contains' query? Also, we are allowing emails to our SDP instance to create a ticket. Is there a way to prevent ticket creation from non-domain
Requester Conversations: Reply button on ALL entries
Our primary method of communication with our colleagues on an open ticket is via email, through ME SDP. If we've emailed the colleague requesting information and then need to follow them up as they are yet to response, the last email in the Request Conversation is ours. The only option on these emails is to 'Forward' which just reopens the previous email sent to be edited and resent. Any recipients need to be manaully re-added. It would be ideal if there was also a 'Reply' option on the email
Form manager - Field displayed over one line
Hi All I am using form designer and i have forgotten how to make a field display over both sections of a line, feel quite silly. Using SDP 9.2 9219
Query to show all products and all products associated to vendors?
Would it be possible to have a query to show products and a query to show all vendors and there associated products? Right now my acquisition team needs this in order to create some PO's but I can give them access to this list unless I give them Admin access in SD+. This would be a requirement for future releases of SD+, to allow full access to products and vendors based on certain role permissions. But for now if I could get a query at least I would be able to get by. SD+ version: 9.2 Build 9211
Having trouble getting correct information out of SDP for Breach reporting
Management is looking to have a report created that shows certain information I have attempted to go through the support channel, but can't get the information that is requested. I'm looking for a report/dashboard/chart etc to span a year period by monthly increments. Columns would be for: All requests (incident and service) opened during that month Number of requests that breached during that month Number of Requests that were closed while in breach status Number of Requests STILL open that are
Scheduled Reports not showing
We have several (about 8-10) scheduled reports. However we need to change the recepient for one of them, and when we look under scheduled reports in the reporting area it doesnt return any at all..
Error al generar informe
Buenas tardes a todos. Al generar un informe se presenta el siguiente mensaje de error. Lo sentimos, no se puede ejecutar el informe, al estar ya ejecutándose una generación de informe para este inicio de sesión. Por favor me indican la forma de solucionarlo, la falla solo es con un perfil.
Asset assigned to more than one Requester
Hi All, I just wonder if there is any chance to assign asset/workstation to more than User/Requester? This would be very helpful in case where multiple Users are using the same PC or printer (i.e. employees working on the shifts days/nights) Maybe someone found acceptable workaround, if this scenario is not supported out of the box? Any suggestions appreciated. Thanks, Marek
Sites not showing up under Technician Profile
Hello, I am attempting to organize my online portal so I can open it up to my clients. I created a role that I want to assign individuals that limits their access to only viewing tickets. I also selected the option to only be able to view tickets associated with the assigned sites. The problem is that I cannot get any of my sites to show up under -ANY- of my technicians to specifically assign it to them. I have 205 store locations set up as requestors with "Site" programmed in to each requestor
Mobile Client is broken
When I browse to our site via cell phone browser, the login page has multiple problems. First, I have 3 text boxes (username, password, and domain). Why is domain a text box??? Second, auth fails always only on mobile client. Log shows that "NoSuchUserAccountException occured with message : No account to access this service" when, in fact, it does and works fine on desktop views. Third, there is not a way to customize the /mc login page or at least not a documented way. I need to be able to customize
Users ignoring request for feedback
We have a ticket status called "Waiting for user" which stops the clock as the actions are in need of more details from the user. Problem is certain users ignore the request if the issue then, for any reason, is no more. Possible to check on the status change (from anything to "Waiting for user") and automatically change the status to, e.g., Resolved (which, that one, is se to close the ticket after 5 days if no user action). Hope the scenario and the need is clear. Thanks for any help and/or tip.
Manage Engine Servicedesk Plus program group
Why the Manage Engine ServiceDesk Plus program group appears only complete for the user who installed the SDP? For other users with administrator privileges appears only "Service Desk Web Client" in the group?
Question about SLA escalation
When you enable SLA escalation, you can select to escalate to another technician or $TicketOwner. My question is if you select $TicketOwner, and the ticket gets escalated...is it the Requester, the Ticket Creator, or the assigned technician that will get the email notification? Thanks.
Pass request values in URL parameter?
Dears, Is there any option to open a request template with prefilled some of the data? Let`s image a simple scenario in which user can request for some hardware, so he have 2 links to click somwhere outside of ServiceDesk. One is request for laptop, another one is request for monitor. And after user click a link I want servicedesk to open a new request template and fill in "Hardware type" combobox with given value. It`s a simple scenario, which I gave only for You to understand my question. And I
Auto Merge/link
Hi , I have an Issue, I wanna merge or link 2 requests automatically when second request is created (E.x: Request 1: ID: "1234" with subject this: "Email Server has been DOWN!" (E.x: Request 2: ID: "1235" with subject this: "Email Server has been UP!" Tell me It's possible? Please go ahead and help me as soon Thanks for you advise warm regards
Outgoing Mail Server
Hi. For several times I have to reconfigura outgoing mail server settings, because everything there just disapear. Most recent case was yesterday, before last update (so, I don't think that is an update issue). Have no idea how to fix this. May you guys assist me?
Sql Report - Access Permissions for user
Can someone offer support in generating a sql report based to find out the following information UserID Full Name Permissions i can run two queries 1: select AaaUser.USER_ID,AaaUser.FIRST_NAME,AaaLogin.NAME from AaaUser Inner join AaaLogin on AaaUser.USER_ID=AaaLogin.USER_ID 2 SELECT au.FIRST_NAME 'Technician', ar1.NAME 'Role' FROM HelpdeskCrew hdc LEFT JOIN SDUser sd ON hdc.TECHNICIANID = sd.USERID LEFT JOIN AaaLogin al ON sd.USERID = al.user_id LEFT JOIN AaaUser au ON al.user_id = au.user_id
List of all assets assigned to each employee
Hello, Is there a way to see a list of all employees and what assets are assigned to them? Thank you, Anthony
Custom Script Never Runs for a Request and nothing in the History Tab
hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Nothing every appears in the history tab of a request. I varied the trigger criteria a dozen ways where it should run no matter what. The python is not running and leaves nothing in the history tab The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Help! I can't associate a new requester to the Site in use
Hello everybody I have the following problem. When I try to add a new requester or modify the configuration of an existing one the "Site" to which I want to associate him (which is the one most used in may current SDP configuration) is not available in the pop up list of the available Sites. This prevent me to do the association that I need!! I have checked if everything is ok in the Sites list page under Organizational Details side bar but the Site in question is regularly there. Also I have no
Technician Notification
I’m wondering if Service Desk can send out an email when a ticket has exceeded the SLA to the ticket owner or to a specific email address?
Report support center.
We have a support center where they receive all issues. Then they classify these incidents to you according to different technical category. I wonder if there is a possibility of having a report incidents by passing user even if they do not resolve by day.
Set Mode via a Business Rule
I recently added a mode called Voice Mail (which has critera that sets the urgency if the email message is coming from our voice-mail system by recognizing the email address). This has inadvertently changed the default behavior of tickets and now sets all my email tickets to this mode. 1) How can I fix this? 2) Can we have a feature request so that we can specifically set the mode via the business rule? I'd like the business rule to change the mode to 'Voice Mail' when the voice mail system puts
Fields being used for search - Requests
For requests, when I do a "SEARCH", what fields are included in that search? Is it a wildcard against those fields? I created an SR template with a field EMPLOYEE NAME and it's not showing in a search. I can find the SR using search in other ways. Just curious as to where I should expect to find data. Using build 9220 Thanks
Daily Workload report
Looking for a workload report by time of day and week, for staffing purposes.
Mode field incorrectly set
Recently I amended our call templates, now every call that is raised by email gets a mode of 'voice mail' set, whereas it used to get 'e-mail' None of the templates has a mode set as default, although I did make some attempts to make it a mandatory field but changed my mind. Since then we have had this problem. Anyone got an idea what is happening here ?
Custom Trigger
I have a requirement to take a date field entered by a requester ("UDF_DATE6") and then basically copy that date information to the built in "DuebyTime" While this can sort of be done with field / form rules scripting it requires editing the ticket again since "DueBy Date" does not exist until the submission of the ticket Is there a way this through a custom trigger using powershell? so anytime the ticket is created this data could be copied from one field to the other?
I can't see output of network scan
Hi guys; I work on SDP 9.2 and trying to scan windows asset in whole of network. I use AD admin user and in popup windows show me the correct number of windows assets sucsessful. and everything is OK. **** BUT when I return to Asset Tab, I have a few number of assets!!! You know, In scan prosses in popup windows, shows the 50 number of Assets but in Asset tab show me just 17 ! I check all of sub menu like "asset in use", "asset in store" or CMDB tab , but I can't find anymore I can't Use agent
Department master mail
Hi i'm here again for your help. I use 9.2 standard version of the program. I edited users and department. I gave each one user one specific department with a specific department master. I wanted to know if the master of a department can know by mail (by notification) when his user creates a new ticket or if the ticket can be sent by mail to the department master . Thank you for your answers.
SLA viloation
hi, we face an issue with service SLA , some time the user create a request and SDP assign the request to related group by default , the is when the requester submitted the request and the team check the request and related to other group the Tec team reassign the request to correct group and SLA keep send to old assign group ,knowing the request under different group . we need option to reassign the SLA based group or when request create wrong request and assign the request to group and then check
Adding Request Details to Emails Sent From SDP
Is there a way to have all emailed messages include everything that is under Request Details? Such as a $RequestDetails command? This would make it easier to automatically include all of that information in the emails to technicians/groups. I have several templates with different request details for each one.
Import users from Active Directory
I'm running into a problem with importing users from active directory. We have an OU with our accounting users, but we don't want to import every single person from accounting. Is it possible to select an OU but exclude specific people? We don't want to enter users name manually, because as new people are hired, they would have to be imported manually. I would like to see a function where you can select individuals in an OU and have the system remember who is NOT selected so that with a scheduled
Problem to create service request after build Build 9229
Dear, I have applied service pack Build 9229 to Service desk then requesters can not create service from service catalog templates although they can create from incident template. After they filled the field and click to add request button just they can see red x icon at the top of the screen like below and their request can’t be created in the Service Desk. Urgent support is required. Kind Regards, Oğuz ERKUL IS Manager Tel. +90 262 318 40 40 Mob. +90 530 150 21 63 Fax. +90 262 318 40 35
respond to a request. Mail Office365
Hi, I have set up an email account Office365. When we respond to a request we get an error. Exception while trying to send notification for Request ID : 184 Mail sending failed. Can you help me? Regards
Remove Status Options from Tasks
I have a situation where there are several status types utilized for certain requests, but not needed for all e.g. Open, Closed, Approved for Development, In Process Some Requests wouldn't need "Approved for Development" I've used the "$CS.removeOptions("STATUS", ["Approved for Development"]); to remove that option on the actual request, and it works fine. What I'm seeking is a way to do the same for the statuses displayed in Tasks For tasks that I have set up to fire off in a specific request category,
Reference Custom Fields
I have a strong need for reference based custom fields. On many tickets that have some development type workflows we need to assign not only an overall technician, but also a QA, UAT, and developer roles. It is not practical to maintain a custom drop down list when I have hundreds of technicians and several thousand employees- any of which could be a UAT tester. I really require the ability to validate a custom field value against data in an existing table -- like requesters or technicians so we
Technician's not able to rate Service Desk tickets
We have have some technician's that get the error below when trying to rate closed requests. For some reason some technicians have no problems rating tickets while others get the error message. Build 9211 "User Does Not Have Sufficient Privilege"
Missing Task Tab
Hey All, I have a user that is missing the task tab in a request. Any help on this would be appreciated. She is a technician, and an sdadmin. Jeff Day
cant change db to MSSLQ ServiceDesk Plus 9.2.2.9
After clear install of ServiceDesk Plus 9.2.2.9 i have problem with change db to MS SLQ. Installed on Windows 2012+MSSQL Express 2014 Log attached. Some text from log "javax.xml.transform.TransformerException: java.io.FileNotFoundException: C:\Mana geEngine\ServiceDesk\bin\..\server\default\conf\login-config.xml (Access is deni ed) at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.getOutpu tHandler(Unknown Source)"
Unable to start SD server
I've been trying to migrate my test ServiceDEsk to another PC and get this error when I am trying to start server via console: "Failed to start the server. Please refer logs for more details". Log files is in attachment
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