Variable Not Populating Correctly in Notification Email
We have a field called job title with a corresponding column name of UDF_CHAR48. When we use the variable in the notification email template, the value doesn't populate correctly. We get a number instead of what's supposed to be in the field. The picture below shows how it is set up:
Notification Question
Hi, We want to be able to notify another team and e-mail recipient when a certain type of Service Request using the Catalog is raised. What is the best way to get a Service Request to automatically create another Service Request for another team OR Notify an e-mail recipient when created ? (We can only see Technicians). Any advice would be appreciated. A
SDP didn't turn up after complete installation in RHEL 6.6
P { margin-bottom: 0.08in; } A:link { } Dear Support Team I have installed the SDP in RHEL 6.6 in user log in ( non Root). Got the below error [senthilnathan@sftblr-14 bin]$ sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/senthilnathan/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Having requesters in two domains
is it possible for Servicedesk to import requesters from two domains? we recently merged, but we're not at a stage to move everyone to one domain, so the two domains for each organisation exist. We'd like to have users from the other organisation be able to use ServiceDesk - will it support a second domain for logins?
Assgning a non login technician as an Implementer of a change
Hi All, I have a feeling that a non login technician is only able to be notified of information and cant contribute to actions in the servicedesk? I ask because when we assign a non login technician as the implementer of a change, when they use the non login url in the email they receive, they can only view the implementation tab and not actually input any data or close any tasks etc. please can anyone confirm this is the case many thanks Russ
Service Catalog Approval
Hi, Do you know if there is any way you can configure approval so the user can choose who the approval goes to ? We have a Service Request but our AD does not have a reliable entry to their Team Leader as reference, and in some cases they're on holiday so another team leader needs to approve it. Rather than adding a stage of approval with 10 team Leaders on it and disabling the all approver function..... is there any way so we can get the approval to use the contents of another field (Like we use
Detailed report
Hello, Can someone provide me with a query code to generate the following report: ASSET_NUMBER USER_NAME OS ASSET_TYPE DEPARTMENT LOCATION ASSET_CATEGORY LAST_PM_DONE_DATE HOST_NAME USER_ID USER_POSITION PURCHASE_DATE RAM HDD SYS_SPEC Thanks
Technician - forward-reply to the ticket
why technician can only forward the ticket to an other technical and can not answer? As it happens to the creator of the ticket. Thanks
Application startup error
Hi, I am facing the application startup error in asset explorer. please rectify the same. C:\ManageEngine\AssetExplorer\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\AssetExplorer\bin\\.. . JAVA: C:\ManageEngine\AssetExplorer\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\AssetExplorer\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Automatic scanning
Hi there, Just wondering and maybe proposing an idea. Is it possible to trigger a import users function using an external script (pref PowerShell). We currently have the import AD users timer on 1 day but it is to slow. We would like it to run either just before a user is created or on the hour. Regards, Willus
Refreshing a Test System
Hi, I was just wondering if you could validate something for me. We have two Service Desk Plus systems running the same version of software, a Live and Test. Each use a separate SQL Server as reference. We've made changes to Live since this was setup and now want to refresh our test environment so the config and data of Live are replicated into the test environment. Will a simple Full Backup of Live, and then Restore establish this ? Obviously we'd need to make sure the Webserver port and Database
Bulk edit assets to update location
I need to change the location of multiple assets and the only way I can currently see to achieve this would be to create a report of assets and export to xls/csv and then update the spreadsheet to use for import. Is this the only/optimal way? Thanks.
Keep me signed in not working
Hi, Running ver 9227. The tickbox 'keep me signed in' is not working properly. It will sometimes remember my login after closing the browser and sometimes it will not, and I have made sure I am not dumping browser cache. I have been able to re-create this issue in both chrome an IE and it is happening for multiple technicians. Using AD authentication, not using SSO. Please help.
Not able to import Software CIs through CSV or creating them manually through the web interface
Dears, I've tried through several ways to add manually software into our CMDB, in specific Software (parent) and Applications (child). We use other systems for the network discovery and would like to chose only specific CIs to manage and grow from there. How can we add more software and applications? Kind regards, JS
Synchronization Issues - OpManager/ServiceDesk
We are still having issues with the synchronization between OpManager and ServiceDesk. Last night we updated both services to the latest revisions, OpManager v11600 and ServiceDesk v.9.2 b.9229. This morning we checked ‘Notification Profiles Triggered’ in OpManager and the alerts do not appear to be automatically raising tickets within ServiceDesk.
Last logged in user date/time?
I know I can get a report showing the last logged in user as well as the last date when the asset was scanned. But how do those pieces of information relate? Is the last logged in user the name of the user who was logged in when the scan occurred, or the last user to have logged in prior to the scan? Thanks, Jeff
Latest SDP release v9229 supports custom fields and service catalog for Analytics Plus
Hello there! The latest ServiceDesk Plus release v9229 is now available and supports custom fields and service catalog for Analytics Plus. By integrating with this build, you can view these data sets in Analytics Plus during the SDP sync. Now you can create reports and dashboards, based on this newly available information. Resources Read me document is available here. Latest service pack for ServiceDesk Plus can be download from here. In case you wish to download Analytics Plus, use this link.
mail added to a incident or service request
Hi, is there somewhere a option to add a mail to a certain incident or request? I would like to be able to send a mail to servicedesk with the request no in subject field, and the mail should then be added to the specific request, instead of creating a new. Is it possible to configure this in Servicedesk Plus? Best regards Thomas
Creating a ServiceDesk report showing the SLA compliance and violation trend using Analytics Plus
Creating a ServiceDesk report showing the historical backlog trend based on priority
Critical : Error while invoking backup
Hi, I'm running version 8101 of service desk and for the last three days our backups have failed with errors similar to this one: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.FileNotFoundException: E:\ManageEngine\ServiceDesk\bin\..\fileAttachments\ArcRequest\20001_21000\20405\Beech
Searching for requests
Is there a way of searching for requests where you can input part of a key word and it will pull back all requests which contain that part of the key work? For example if we type in 'dan' in the key word it would find all request from Danielle or any request which contain 'dan' within a word? Many thanks Dan
Off hold date
Which table stores the future date set when using the on-hold? The workorder history has this date in the 'description' field, which includes various other data. Is there a specific field which contains this data?
Tasks not Created
Hello, I have a default request template with several tasks that should trigger automatically. When I Create a new Incident the tasks are not generated or triggered. What could be the issue.
Service Request Approver Greyed Out
Hi, We modified a user\requester so they can Approve IT Service Requests, but now they have changed role and should not be approving them. We tried to untick the field but its greyed out. Is this a known error or something we can fix ? It's just greyed out, we dont get any messages when trying to untick. Any ideas ? Andrew 9120 SQL
Unable to send notifications - Mail Server
Hi Guys I have been unable to configure the Mail Server despite having the our exchange settings. I've tried quite a number of solutions in the forum to no luck. We're using Office 365 for our Exchange Services. I have attached the support file here. Please assist.
Start reply in email body instead of "To:" field
Is there anyway to do this? See subject of this post. When replying to a request, the "To:" field is already filled. Is there any way we can change the rich text editor to always start the typing focus in the body of the reply instead of the To: field? It can get annoying when you hit Reply, and start typing, only to realize you are typing in the the wrong place.
Link for Ticket Not Working
The link in the notification emails is not working properly. When I click on the link, it takes me to the home page for Servicedesk. If I leave the browser open and click on the link again, it will take me to the request. Is there anything that can be done so that the link works correctly the first time.
Service Desk Service Not Starting
Hi, It all started when the file "Startout" in the Bin folder reached 55GB size. It seems to be a log file (text document). I started receiving a lot of e-mail notifications during the weekend. Before deleting the file, the service was running but authentication via NTLM was not working anymore, and even inserting the credentials showed an error message. Local Authentication we the account administrator/administrator also not working. So I decided to delete the starout file because because the drive
Scheduled Reports
Hi Do you know of a script we can run to show all scheduled reports and times for all users ? Andrew
Active Directory authentication - one AD account, two SDP accounts
We're using AD authentication and it appears that if a requester logs in with their username or their email address, SDP treats them as two different accounts. In other words, if they log in with their username only and submit a request, that request does not show if they log in with their entire email address and vice versa. Also, if they log in with their entire email address, the Name field is populated with their email address and does not get any other contact information. If they log in with
How to configure change workflow in ServiceDesk Plus?
Changes that are frequently initiated are implemented directly and closed without having to go through the entire change lifecycle process. Change workflows can be configured for such change requests and these workflows are listed in the Workflow drop-down field in new change form. Selecting a workflow from this list will enable the request to follow the process defined in the workflow. Administrators can configure change workflow by deciding - the stage and status the change would move to for
Network Proxy Configuration
hi, I upgrade SDP from 2906 to latest build 9229 , I found new feature in the request module (system Update) as attached file 1 the notification need to add proxy I already added but till not applied please help and please explain what the benefit from this feature . thank you
Login Security, Captcha and Anti-Hammering
Hi, I was wondering where/when/if there are any options in SDP to prevent brute forcing a users login. If we have AD authentication enabled and if we expose our SDP instance to the Internet, then a) people on the internet know our Windows domain names, b) they can use a script to brute force logins - which may also lock the legitimate account. I haven't seen any anti-hammering option in SDP (i.e. stand down/delay login attempt after x failed login attempts) or Captcha/reCaptcha option, so how do
IT Service CI object
Hi, I am adding several fields to the IT Service CI object. No parent object is defined. But for some reason I get the newly added fields on the Business Service object, Software Object etc. How come that fields defined on the IT Service object is visible on other CI objects? Best regards Thomas
auto assigning ticket
Hi,Is it possible to auto assign a ticket if It has not yet been assigned to a technician after 1 day? Thanks
Requester Report
Hey, so a quick question... is there anyway I can run a report to show all ticket requesters by number by date range... i.e.... John Smith has submitted 28 tickets since (date range)
Technician notification
Hi, when a technician opens a new ticket from him self (he is the requester), he receives a notification as: Acknowledge requester by e-mail when a new request is received (cause notification is enabled) so, when a technician closes the same ticket he doesn't receives a notification also if: Acknowledge requester by e-mail when the request is closed (enabled) Why? Is this an anomaly? Thanks
technician can see own ticket also assigned
Why technician can see the ticket which he created also if he has assigned to another group? is it possible to hide these ticket when assigned? Thanks
Forwarded emails
Hi, I'm new to ServiceDesk Plus. I was wondering if it was a way to emulate a feature I've seen in other products: we frequently receive emails from users to our personal mail addresses, we would like to forward them to the SDplus email address in order to open a new ticket. Is there any trick to let SDplus open a ticket as sent from the original user (the one from the original email) instead of opening it as the technician who forwarded the mail? thank you so much, Filippo
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