Non domain requesters
Hi, We have a need coming up for an additional helpdesk system, however the requester's will not be domain users. We'd like them to be able to login and check the status of their request etc. via the web page. Ideally it would be good if the requester could self register their email address into the system as their login name, and then allocate their own password, or have a password randomly generated. Is ServiceDesk able to do this? Thanks Mick
SSO Not Working When Visiting via Static DNS Entry
Hello, We're getting ready to deploy SDP and one of the final items is setting up a user-friendly DNS entry (i.e. instead of http://servername/ we want http://helpdesk.domain.com/) SSO works when visiting http://servername/ but it doesn't work when using the http://helpdesk.domain.com/ URL, we get prompted for credentials. Here is the applicable login sequence via new URL: 2015-08-17 14:14:17: HttpSecurityService: C: GET /DynamicNotification.do 2015-08-17 14:14:17: HttpSecurityService: isProtected=true,token=true,passwordCredential=false,provider=true,isLogout=false,isAnonymous=false,connectionId=172.18.120.40:56508,authContexts.size=0
Is ManageEngine (ServiceDesk) interfasable with another Software?
I presented the software to upper management today and they brought up a question: Can I interface ServiceDesk with another software? We are currently using the Standard Version and was asked to investigate. The software that we are looking to interface it with is JIRA/Confluence from Attlasian. Thank you for your help. Israel
When is a License unused
Hi there. I just added manualy new managed Software with multiple Enterprise Subscription Licenses. After Allocating them to the Workstation i saw that I didn't Need to allocate one Key. But this key does not show up as an unused License in the Software Summary. Why is that? And when is License an unused License? Cheers Cédric
Set DueDate while creating a request
Hi, is there a possibility to set the DueDate of an request at the time of creating the request (with the webform or via the API) ? Kind regards Mario
Multple Requests Created due to Carbon Copy
Most of our requests arrive in SDP by email. Many times when a Requester sends a request they carbon copy other employees. If these employees reply to the Requester's email, it creates additional requests in SDP. We have to go and delete the extra requests, sometimes days can pass before an employee responds. When this occurs the person assigning the request may not know another request is already in the system for original request. Is there a way to prevent SDP from creating the multiple requests?
¿Que puertos habilito en el FireWall de Windows para que se ejecute el Agente?
Buen día: Tenemos problemas para que el agente que se genera en la aplicaciones de ServiceDesk Plus se ejecute y guarde las modificaciones que se hacen en los equipos que tenemos registrados en los activos, si desactivamos el Firewall de Windows funciona correctamente; pero si esta habilitado no se actualiza. Que puertos en el Firewall de cada maquina tengo que habilitar o que proceso hay que seguir para que esto funcione correctamente. Gracias
Notify Task Owner when there's a reply to email
Dear Support, I noticed that only the ticket owner is being notify when there is a reply from requester and not all the task owner. If there is a ticket with multiple task assigned to different technician. How can they be notified when there's a reply from requester? Additionally, Notification bell should have an option to show all notification in a 1 line list. this is extremely useful if you are receiving more than 50 notification a day. and there should be a markings if the notification has already
Sites that are not default site not available for selection
We have multiple sites (in different countries) and need to assign technicians to those sites. However, we cannot assign a task template to them nor assign a service catalogue template to any support group that is not in the default site. The logic therefore does not work, and we are forced to have everyone in the default site which makes a nonsense of having different sites in the first place. Isn't the whole point of having different sites, so that there is a clear separation of resources and activities.
Update first request when users are responding to mail thread
Good day, When a requester sends a mail to multiple parties and includes our requests mailbox, and users reply to that mail... it creates a new request for each reply. Please add ability for system to update first request when users are responding to mail thread instead of creating a new request for each reply. Kind regards Renier
SLA Report
HI i am looking for a report/query which will show me the following info, First response sla fail (true value) with who the first technician was(initial assignment) and support team(group) query needs date parameters and category,sub category,item,as well so that i can easily breakdown in excel. Using SDP 9.2 and mysql. Thanks
Change Asset status with Field and Form rules
I am setting up an incident template for assets that one of our other locations can use for tracking when an asset is shipped. I thought that if I could use the field and Form rules, I should be able to change the status of an asset from 'In-use' to 'Out for Repair' or something to that effect. Anyone good at scripting that can help with this? I'm new to SDP and a lot of the other software I tested made this type of thing easy with drag and drop. Any help would be appreciated. Jason
Username or Password is incorrect - AD Logins
Hello all, Attempting to login using a domain account produces the message above. I have successfully imported the users from our AD infrastructure, and know the password for the user ids we are testing is correct. We have tried selecting the domain from the dropdown on the web page login, but no luck. Is there something else to check? This is for Service Desk Plus v 9.0. Thanks.
Request Catalog - Adding a resouce
When creating a template and adding fields in the resource area. Is there a way to expand the text box so that it can be multi line and "grow" with the data as it is inputted. We want to use this field to capture answers that will be "more than one or two words" The only solution I currently see is to add multiple text boxes and that just does not look professional.
Issue with sending web-form request
Hello, we have only one web form for requests, that users use. After recent update (not 9105, earlier) users became report us about issue with web form. "Add request" button does not react when user fill web-form in Google Chrome. It appears chaotically, with no dependencies. There are not even web trace when you push this button, form just hangs out. Nothing helps: "cookies" clear, browser restart or even computer reboot. It disappears as suddenly as appears And appears only in Google Chrome. There
Technician Notifications
I would like for our techs to receive email when a request is opened. Now, when I go to the Notification Rules, the option is there BUT it tells me to add the technicians. IF I add all of the tech, they will only get an email when a request is created for their group, correct? Not every time a request is opened? Just want to make sure. Your help is greatly appreciate it!
$tags: Email replies attributed to wrong technician
We're having some issues with the email reply templates within SD+. Using the $Technician tag in the email template includes the name of the technician the request is currently assigned to, not the name of the currently logged in technician who is sending the email. This is causing some confusion, as emails are being "signed" with the wrong name. Is there a more appropriate tag that will sign the name of the currently logged in technician? Thanks.
Migrate to new server
Hi, Currently I have Service Desk Plus Version 9.0 Build 9041 with MySQL DB installed on Windows Server 2003 and I need migrate to new server running Windows Server 2012 Datacenter Edition. How to proceed? Tks for support.
ability to sort
While the report section of Service Desk has been greatly improved, I am still disappointed by the lack of sorting ability when creating reports. Why aren't there any sorting options? This also goes for the inventory section and many other lists in Service Desk. The sorting options are lacking. Any list or table in Service Desk should be sortable.
Report with OPERATION: CLOSE Performed by ........????
Good morning, I would like to include in a report who closed the Requests. At the end of the request history, at OPERATION: CLOSE Performed by ........ we can find if the a request was closed by System Requester or A specific technician I can’t find the table-field to include this data in a report. Could you help me. Rdgs, Arantza
Crash Preventive Maintenance Tasks
When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup, but were some problems. Preventive Maintenance Tasks not working.
Email parsing
Hello, Is it possible to somehow for ServiceDesk Plus to parse email with Exchange Flags as an example when email send from Outlook 2010/2013 with High Importance, Low Importance flags. If not is there another way of implementing to determine importance of the email outside of Subject line. Much appreciated. Thanks, Slava
All open tickets with notes fields
Good afternoon. I have the query below which works great. It shows all open tickets that have notes. I am trying to modify this report to show all open tickets, whether or not they have notes, but want to retain the note-related fields. Any help would be appreciated. SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',ti.FIRST_NAME 'Technician',qd.QUEUENAME 'Group',rtdef.NAME 'Request Type',std.STATUSNAME 'Request Status',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y
Push Notifications IOS
Hi, I am running the latest version of the service desk plus app and the latest version of service desk plus. However i don't receive push notifications. If I go into the app then i will get see the 1 comes up or however many jobs i have but i dont get an alert. Can you please tell me why this is? its all set up on my phone and on my helpdesk but dont get anything unless i go into the app. Thanks, Ryan
Business Rule Question
Good Morning, I am setting up everything and have a couple of questions in regards to the Rules. I need to: 1. Make ALL requests that are open to go to one place 2. Only a few can see all of the requests a. My main help desk person will re-distribute the calls to the appropriate department I have created different groups (departments) to where they will be routed. All help is appreciated it. Thank you
consultation on license expiration
good afternoon I wanted to see the following: To overcome my license SDP, which affectation will be my Incident Management 1. Access to the tool for applicants and technicians fall? 2.Only lost the administration tool, but my applicants can continue to use the tool? 3. Access is restricted to technicians? Thanking me help clarify these concerns
iphone, ipad app - attachments
Please let technicians see included attachments from requestors, other technicians when using the iphone and ipad app. This is a big limitation preventing our on call technicians from using the application when out of office. Thanks,
User permissions on a "Support Group" Level
Good day, We would like the ability to set user permissions on a "Support Group" Level. We would like to give certain technicians "Read Only" access to a certain support group. The current permissions structure does not support this. Kind Regards, Renier
Access Permission - Admin excluding stop timer and modify due time
Hi team, We need to setup an Administrator role with access to everything except to stop timer and modify due date. We have setup a role and selected permissions as follows, however, when the technician with this role logs in, the 'Admin' tab is not there. We are running version 9.0 build 9044. Can you help us? Thanks.
Copy and Paste Attachments into ServiceDesk plus
Hi we are running version 9.0 build 9002. A lot of our users seem to be having difficulty copying and pasting into the incident area either text or screenshots. Sometimes it works and sometimes it doesnt. It doesnt give errror messages the cursor just stays in blinking in the body of the incident all users on Windows 7 Pro and are running Internet Explorer 9. I have had a look on the forums and though there does seem to be people asking questions re this there is no solution. Any ideas would be most
Request does not fall under your permitted scope.
here is the scenario. 1. Ticket is Assigned to Technician1 2. 1 task is assigned to Technican2 3. Role is Set as Assigned to him[Requests and Changes only] Now the issue is technician2 cannot open the ticket. with below error. "Request does not fall under your permitted scope. So you are not authorized to update the same." However if a change the role of technician to "All in group & assigned to him[Requests and Changes only." Technician2 will be able to view the ticket, However I don't want all
Improve metering for ServiceDesk Plus
The option of metering in ServiceDesk Plus is too poor. You have to get extra licenses of Desktop Central to get a better metering information. Would it be possible to get a little bit more information of metered applications? It would make SD+ a round application for ServiceDesk and IT managemet tool!
Email Notifications
HI is there a way for when tickets are assigned to a specific support team for some snr managers etc to receive a notification email of that new ticket? Example is i have setup a new support team which has one technician in it. " snr managers who are not part of that team want to be notified every time a new ticket is assigned to that team/technician. Using SDP v9.2 . I have created a business rule which says if tickets come in from 3 specific sites it then sends an email notification to x,y & Z
Assign requests of one requester to another one
Hi Dears I want to mark about 150 requests and edit their Requester name but there is not any ability to change whole of them in one time and have to change all of them one by one. there is some other fields that can change after marking your requests but its not possible to do this for requester name. can you help me? my requester go out of my work office and another one with new user is coming in and he is going to continue my last requester requests and i have to assign all of requests to his
How do I setup a new field that allows you to select only certain values within another sub field?
Example: Field 1 drop down has 2 values F1Value 1 = A F1Value 2 = B Field 2 drop down has 4 values F2Value 1 = 1 F2Value 2 = 2 F2Value 3 = 3 F2Value 4 = 4 When I select A in Field 1 I want Field 2 to show only 2 of the 6 drop down values within the field (values 1 & 2) How do I do this in a template ?
How to see attachment in the App on iphone ?
Where can i finde attached files in the app?
Add a admin role to a user/technician
Hi, i need to give a technician of mine full access to all the modules of service desk plus, what is the easiest way to do it? I did go onto the user and made them a admin but she cannot see all the modules.
Limit Incident Template to a specific group of requesters
I work at a school and would like to hide certain incident templates from students. Is it possible to limit a particular incident template from a group of users? I have a User Group setup for Students (and also 1 for employees). Thank you Jim
Setup / Config guide for a new users?
Hi, We're brand new to SDP and have just installed it. I'm wondering if there are any tutorials (videos, documents, etc) that explain all the different features and how we go about setting up a basic help desk. We have the Email Scraping feature working but that's as far as we got. I know there was a wizard that came up when we first installed it but we had to bail out when we had problems with the email settings. Is there a way to rerun that wizard? Then if there's any other documentation on how
Edit asset state
Hello, There's any way to edit the defaut asset state? We want to rename this asset state names. -- Tainã Rodrigues ACSoftware
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