Issue cannot access additional setup in zoho integration report SDP
dear all, I have an issue with trying the zoho integration report in my SDP, I have add account and setting and the report running with status "running" and prevents me from doing any setting. I try to restart the service and try to remove this setting of integration but I cannot access to the additional setup tab which is turned grey out. can anybody help me how to remove this integration ? thank you ! Tai Le
Changing where notes are located
In the Helpdesk, when viewing a ticket/request, is it possible for the "Discussion Notes" section to be located somewhere else, other than at the bottom of the ticket/request? I would like it to be located just below the "Requester Conversations" and above the "Request Details".
work log field in Report
Dear... I want create a Report that contains work log filed . I did not find this field in available columns in report. I find time elapsed field , but this field show time between created time and close time. please help me. I want for your reply. thanks.
ServiceDesk Plus - Quick Start Guide
Here is a document that contains the basic configurations for a quick setup of ServiceDesk Plus (Help desk module alone).
Add conversation through email
Hi Support, We encounter some issue in version 9.0 Build 9041 for add conversation through email. I give you scenario that i need to solve: 1. New request created with 3 staff need to handle this request 2. 1 staff reply the email by putting servicedesk email as CC. btw, for your information that we setup email notification and put email address to communicated with Servicedesk Plus. 3. but in the servicedesk conversation part, not appear. Previous version is working fine. any idea how to solved
Problem starting Manage Service Desk
Hi everyone, I'm working weith a virtual machine Windows 7 Professional of 32 bits. I started the current version aplication with Postgress and MS SQLServer 2008 Express Edition. With Postgress appeared an error in log /server/default/log/serverout0,txt wich told me not found the file(don't remember of the name) in folder conf or conf/postgres Then If I did with SQL Server 2008,it put me an error with the connection. Both of them it tested with the changeDBServer.bat and the conncntion was corrected.
Request resolution reminder
We like the current process of having the requestor close the request after the technician has submitted a resolution. That way, the requestor can't accuse the technician that they closed the request before it was actually resolved. The problem is that if the requester doesn't close the request it will sit idle forever in the "Completed Requests" area. This forces the technician to periodically review the resolved requests and send reminders. Is it possible to send reminders to the requesters that
Specific View for Users
We are nearing deployment of our Customer Portal. We would like to set a default user view with the "My Open Requests" View and Specific Columns in a Specific Order. Also, we would like to not display the fields that we are making not available to the user. Would be helpful to be able to set the user view and deploy it across all our sites. Can this be done? Anyone else want to be able to do this? For the majority of our users, this will be the view they will always see. They will never change
Wrong Survey Results after some change
Hello, i have change count of Survey question , and old result is crazy :) in some Survey Results i have a 500 of 100, in some i have no answer become is out of range . How fix , or delete old one, that's is not actual ?
Dashboard for Different Site
How can I create a dashboard for different site? Currently, I can only create dashboard for on site on default dashboard page.
Import and Search Employee ID
Hello, There are a couple of topics about it last one was from 10 months ago with a promise to import the ID from AD but still it isn't there yet., And i'm not satisfied with the option to import the Employee ID only via CSV. And i think i'm not the only one. So can you please make it (a.s.a.p) possible to import the Employee ID from AD and also that you can search assets\calls by employee number. I hope that you can implement this.
Not able to take data backup to restore the same in new installation of ServiceDesk Plus
I am getting few errors/warning while taking data backup of ServiceDesk Plus 9.0 Build 9034. After running backup script, I am not able to find .data file in backup folder. Find the errors/warning message in attached file.
ServiceDesk Plus 9041 Released
Dear Users, SDP 9041 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 904 1 SD-59305 : In a few customer environments,the description in the change module are not displayed properly by the client. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Discovering Service Desk - is it possible to handle maintenance plan with an automatic reschedule of a ticket
Hello everyone, The context: i'm looking for a new helpdesk ticket system where i work in an hospital, i'm also looking to integrate the "biomedical" team in it since the frontier between medical machine and IT is becoming thiner so i have interest to share documentation and asset with them. So i had a question from the manager of the biomedical team when i showed him the service desk possibilities, he find it great but there's one thing missing for him, he had to have maintenance plan for every
Site as mandatory field for closing request
Hello.Please tell ,how set a Site as Mandatory fields for Closing Request, or in Incident Template ?
Last update time is not being updated?
Dear colleagues, in our installation of Servicedesk Plus, the Last update Time is not being updated when I, as technician, respond to a ticket, I do see the Last update time still the same. The only way to get this field updated is to change status of the ticket itself, which is not always what we do and how we work. I expected, that when I respond to the ticket, this Last Update Time is recalculated. How to correctly set this up? We use ServiceDesk Plus version 9.0 Build 9031.
Windows Server 2k8 SDP restore data from RHEL 5 SDP
Hi, We're now running a SDP on RHEL 5 server, do the full backup everyday. Now we want to move to Windows Server. I created the new Windows Server 2008 machine and install new SDP and do the restore job from the full backup data file, but it's not successfull. Is it able to restore the backup data file from RHEL to Windows Server? Thanks, Minh
Unable to close changes.
Before, I had a simple open/close options in ServiceDesk Plus. Now, seemingly after an update to ServiceDesk Plus version 9.0 Build 9041, all of a sudden I have a LOT of 'change options'. Except for the most important one: ' Close'. I cannot seem to find out how to just close a change. Am I not seeing the obvious? What am I missing? Thx.
In service desk reports SLA and ticket resolved time option not available ?
In service desk reports SLA and ticket resolved time option not available ?
Ticket Resolved Time Not Showing on Report
Hi All, I want to add Ticket Resolved Time in my report but somehow not able to, report shows Open, Close and Work Log insertion date and time but not showing the time when Ticket was Resolved. Build: 8.0.0 Build 8027 DB: MySQL.
Reset Service Desk Plus Administrator Password Help
Have a weird one, here. I have enabled AD Authentication which works fine, now there is only the standard default LOCAL administrator account on the SDP system, after changing the password from the default one I logged out and trying to login even with the dropdown box set as local authentication it will not login. to me looking at the log file it looks like its dismissing the local authentication and trying to authenticate to AD is there a way to reset the default administrator account so I can
Administrator cannot see all Service Catlog Service templates
If a Service template is created and set to a specific group, then the administrator cannot view these templates. We do not want to add the administrators to these groups, they should be able to view all of these regardless.
Helpdesk Dashboard metrics by group.
Is there a way to see the metrics on the dashboard by support group? Thanks, -Nick-
Add new field - Full text?
I need the ability to add new fields bigger than the "multi-line" field. I'd like to be able to add full text fields, as the "multi-line" field type is too small for what we need.
email notification for ticket assigned to a specific person
I have a group of people in our helpdesk ticketing system. We all receive an email when a ticket is generated, but we do not have a way to receive an email when one of us picks it up from the system or if the ticket is assigned to someone. If this is not too much, could you guys implement this feature in the system?
when install servicedesk release 9043 , Add resource in service catalog has scroll bar view?
Hi All, yesterday i installed new 9043 release , But I had some not understanding view problem! Add resource question? "drop down list" , had bad view because there are scroll bar inside it
Exporting requests to new SD instance
We are splitting our current ServiceDesk instance into two separate instances. We need to export requests for specific groups along with the attachments, conversations and notes and import these into the new instance. Please advise how we can do this.
LDAP Contfiguration and Login
Hello, I have LDAP configured and when I save it says "SUCCESS: Domain Controller saved successfully. Connection check with the LDAP server successful." However when I try to login with my LDAP account it says 'Username or Password incorrect.' I can login with the Local Administrator account, just not LDAP. I verified the LDAP attributes with LDAP Admin 1.6 (http://www.ldapadmin.org). I've tried both with and without the single quotes. Nothing seems to work. LDAP server is Oracle Enterprise 10g
ADD REQUEST using REST API (for custom template) in ServiceDesk
A custom template is created from the ServiceDesk console. Now I'm trying to add request using REST API for this template. But every time, instead of the custom template the default template gets selected. Does any one have an example of using API with custom template? The XML I'm using to add request - <?xml version="1.0" encoding="utf-8" ?> <Operation> <Details> <Category>Some Category</Category> <Name>Some Name</Name> <CustomeTag01></CustomeTag01> <CustomeTag02></CustomeTag02>
Reports: Showing which guest is connected to what host.
Hi. I am trying to generate a report of servers. I figured out the generation part but here is the rub, I have a bunch of virtual systems. I want the report to show which guests are associated with what host. I can see each of the guests associated with a host when I look at the servers, but for the life of me can't figure out how to make this happen. Any help you can give would be appreciated.
Custom Field update
Can I update the custom field directly with SQL? Are there any supported script samples of such? I'd like to link some custom fields to other DB's.
How to screen pop a list of faults for a user/site
Hi I want to know how to pass a set of search criteria to SDP via an interactive URL. This way, when a call arrives with my helpdesk team, the phone client an open a new browser tab and pass the caller name or the site name as part of the URL, so that SDP will show the list of the open jobs for that user/site. Eg. http://servicdeskplus:8080/WOListView.do?site=headoffice Im trying to do this as a workaround to the fact that SDP still doesnt have CTI!!! Cheers Dave
Where is 'Conversation(s) Yet To Respond Count'? (update 9040)
Hi team, I just installed the latest update version 9043, and checking the new features, can't find where is this: SDF-59095 : Conversation(s) Yet To Respond Count will be shown to technicians in Request List View Thank you, Reyna
Spanish traslation for Job Title
Hi, We want to change the requester field Job Title for Country (we import requesters from Active Directory) but when we try to change the Spanish traslation from Admin menu, we only change in some places in SDP (Requesters list, AD Import, ...) but it does not change in Requester Details when opening a request. It works fine for English traslation. Thanks in advance, Aritz,
Unable to Disable Default Request Templates
I've installed the latest updates to SDP and now the default request templates are showing, even though they are turned off in the Admin. Any thoughts?
WARNING :Site cannot be deleted as it is being used by a module
I have several sites i want to delete but i get the following error: WARNING :Site cannot be deleted as it is being used by a module' what can i do to delete and it assign it to a different site?
Dashboard: Request Summary filtering by groups
Dear ME team, I am about the feature request to make filtering by support groups for request summary on dashboard. This feature is important for realtime monitoring but absolutely useless, when you have different support teams - all managers see average statistical values as for Legal and IT departments. There is 4 SDF on roadmap since a long time (the first one was 34264) but it still unattended...
Scanning Domain
Hello, After I Scann my domain it only show the name of the machine, but do not bring any information about the computer. I,m using the cloud version of Service Desk. What could be the problem?
Template Categories
Hi how to hide the menu "Template Categories" in menu "Requests Catalog", to display only the templates queries without templates categories? thanks
Service Catalog is there anyway to easily replace one approver with another
Hi We have a lot of service catalog services approved by the same person. Is there any way to replace this person with another approver without going through each individual service item?
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