Purchase Order without creating asset
Is there a way to use the purchase order module and order something so I can track my PO's through it without it creating assets?
Install ServiceDesk Plus Ubuntu
Ho do you install on Ubuntu server 14.04 via the console??? On mine it just starts the java virtual machine and then nothing happens further, this is after entering "./ManageEngine_ServiceDesk_Plus_64bit.bin -console" please help
Categories for SLA
Hi. How to increase amount of categories for setting SLA
resolution description enhancement
Hi, I just wondered if it's possible to have an option to exclude certain description in tickets' resolutions. I have run a report against resolution description and quite often technicians put the below: "Done" "Resolved" "Completed" As you can see these are not correct so I need to find a way to prevent technicians providing the above descriptions. Regards Mario
9.0 Build 9039 - Cant assign announcements to specific user groups
when creating an announcement i dont have the option to select user groups this is all i see:
Task Ddependecy Problem
Task dependency not working. I have configured 5 tasks. 2 tasks are children of 2 parent tasks, I am expecting that the 2 children tasks will only trigger (send email notification) when the parent tasks have been closed. This is not happening. As soon as the request is created/approved all 5 emails are sent out. Anyone else having the same issue?
Schedule AD/LDAP import once in every.... NOT WORKING
Hi, we use Servicedesk Plus 9041, and imported users from AD is ok, but , we want to schedule the import once in every 1 day, but when we click the button Save Schedule not do anything, is impertaive this feuture work. Any idea Regards Enzo
Text in the requester details
Hi all, I would know if it's possible to insert text in the requester details inside a incident template. That's because the client wants to distinguish between the data of the requester details and the data of another user. I'm not referring to fields that people have to fill, just text to read, more or less the same the text as "requester details" or "atachments" . Thanks
iOS/Android App Login Failed
Hi Support, Have setup service desk plus, downloaded and install iOS/Android App, unable to login mobile app using LDAP Accounts. Have checked online manual, it required us to generate a API Key which I did, but still fail. Pls advise how can I resolve this issue?
LDAP Sync won't save
Using ServiceDesk Plus for the first time and really like the product thus far. Unfortunately i have run into an issue where I can't setup a Scheduled LDAP import. For some reason, when I check the box and put in a number for days (usually 1) and click save next to the line... there is no response. If i click off the page and back on, the checkbox and number of days are both empty. I have done this with both Internet Explorer and the latest Chrome Browser. Manual Importing of LDAP works perfectly
Sending mail using exchange 2013 SMTP
we are having problems sending messages from the support desk since moving to exchange 2013 logs from the exchange server imply that the support desk is trying to connect using a different port each time in spite of being told to connect using port 25. ports used in my recent trials include 53286, 53293, 53305, 53348, 53364, 53366 2015-05-05T09:57:36.293Z,SERV-EXCHANGE\support desk,08D2249FD6705866,2,10.49.4.46:25,10.49.4.37:53286,>,"220 SERV-EXCHANGE.domain.local Microsoft ESMTP MAIL Service ready
Purchase order - view permission
Is it possible for a non-technician to view a purchase order created by a technician? If so, how are permissions applied to allow it? When a PO is closed, you have the option to send an email notification to somebody which works fine but when the person receives the email notification, they cannot open the PO via the provided link to view the details of the PO. They receive - Sorry, you do not have the requisite permissions for the operation error upon log on. This is for internal use only so access
Report to extract tech involved in tickets
Hello everybody, I need to have a specific query to extract # of tickets where is involved a specific tech (In this example TECH B). In our internal procedure, this tech can only "work" on the request, but cannot close tickets. This is a sample of our procedure: USER open a ticket TECH A is the first tech that has been assigned to this ticket TECH A transfer the ticket to TECH B (the one I'm trying to have the report for...) TECH B works, put notes about the ticket, finish his job re-assigning to
About search feature
Hi, In ServiceDesk Plus, is it possible to search in conversations? I tried and couldn't find a result. For instance, a requester ask me to change something with a GSM line and wrote the line number as "123 1231 12 12". When I reply this request, I'm writing this number without spaces, like "12312311212". When I try to search like "12312311212", it returns no results but I know it is written in conversations. Version of ServiceDesk Plus is : Your Version : 9.0 Build 9017 Latest Version : 9.0 Build 9041 [Details]
Merging Tickets
Folks, Since we get requests via auto-ticket creation from email, our users will often ignore the receipt and forward the old message again when they would like a status update, generating a new ticket. In merging the requests, however, it isn't particularly easy to find them. Can we have a filter for Requests for this requester in the merge ticket box? Thanks, Adam
How do you escalate tickets
Folks, How do you escalate tickets? We are consolidating our service desks and thought that we could simply use the Level to move tickets from Tier 1 to Tier 2. However, there is no notification based on changing the level. Do people still use the level within the service desk? Do you make different support groups for the different levels? Thanks, Adam
How do you use Notes/Worklog?
From what I see, Notes is for a technician to put notes on, and worklog is for a technician to track time. We do both. We already have a feature request to reduce the size of the description canvas, one to move the notes up to where the description is, and one to be able to add in-line screenshots and images to the Notes and Worklog. With complex issues, one often starts with the last technician note and works backwards from there. While I'm planning to submit a feature request to generate
Creating sub-category in Solutions topic section
Hi, I am trying to create a sub-category under an existing category but I can't find where to do this. So for example the category heading is tech support and the sub-categories are for example 'hardware/software'. I've had a quick look around and checked the user guide but there is nothing helpful in there. Can anybody help with this?
Enable CORS
Hello, I want to add request using servlet api and AJAX (xmlHTTPRequest) from my internal portal, but it doesn't work because of "same origin policy". I know that it can be configured on server-side (configuring Access-Control-Allow-Origin header),but SDP works on Tomcat, which is "terra incognita" for me. How can I handle it? Thanks.
Email Requests to Select Tasks
Is there a way to use an Email request to select the appropriate tasks for an Incident? We currently use web based forms to generate emails that our help desk personnel review. We would like to be able to craft this email so that it generates an incident with the appropriate tasks selected. In our case we have a long form that supervisors complete for new employees where they dictate to which of eight systems the user needs access, whether the employee need an extension and voicemail, what type of
how to export asset from service desk plus
hi how to export all assets from service desk plus and import to Asset Explorer? How to update ip AND port Agent Assetexplorer?
Not sending notifications
I have SDP 7.6.0 Build 7608 Notifications are configured to alert technicians when all activities occur: new request created request is assigned new reply from requester Request re-opened request is closed these all work fine - unless you are the one that picked up a request or closed the request so - if I close a request, I do not get email notification, but all the other techs listed do if I pickup a request, I do not get the "request has been assigned to you" email AND if I am the one that closes
Install Issue w/Server 2012 MSSQL 2014
Install failure 1) Database did not get created 2) run.bat gives this Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Cannot open database "servicedesk" requested by the login. The login failed.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connect ion; - nested throwable: (java.sql.SQLException: Cannot open
Loss of previous forum posts
Hi -- for some reason I can no longer see or access my historic previous posts on my forum account. I changed the email address and name on this account at the beginning of March but could still see all my previous posts up until recently. Please advise. Thanks Lynne
Issue with 8109 request view
I see in version 8109 if you have less than 25 requests in a view then the buttons at the bottom of the page are missing. This means no quick easy way to merge/delete, etc. Can you confirm this is the case and if so, what can I do to fix it? If you switch to any request view with more than 25 requests the buttons are there. Thanks, Dean
Active directory externl users
I have both internal and external users that need to make requests for service. is there a way to use AD but if the user name isn't in AD use "local credentials"? Thanks in Advance Stan
Reminder for Requests Pending Approval
Hi Is it possible to send reminders for multiple tickets pending approval in 1 go? eg: I have 5 tickets pending approval, every day i want to send reminders to this 5 tickets, is there a way to send reminder in 1 go instead of going through each ticket and sending reminders.
Updating request (edit request) require reason for updating
Is there a way to require the comments for "Reason for updating request" when editing a request?
technician list check box disappear and login details not found
hi please i configured service desk for a company and the check box beside one of the technicians just disappear and i cant cant find his login details anymore once i click on the edit button. what should i do as this is urgent
what needs to be activated so that the indicator appears when a request is long overdue?
what needs to be activated so that the indicator appears when a request is long overdue?
Install Failure Win 2012 -MSSQL 2014
When installing on SQL Express, The installer goes happily along and installs without failure. When you try to start the server it just hangs . I suspect it is because the installer does not check the database connection. Also SQL Express installs with TCPIP disabled by default. which is causing the root error. I will uninstall and retry. Any Ideas ?
Service Catalogue Template Resource Info Customization
I've already written about several problems I'm having with SDP Service Catalogue Templates. I'm trying to find workarounds since the issues aren't being fixed. However now I'm running into a frustrating issue where I cannot change the order of the custom questions within the Resource Info. Can you PLEASE put in the ability to drag and drop the order of the Resource Info questions. It makes editing very difficult if one decides to change the order or add a new question in a specific spot in the
How to convert to datetime format DD-Mon-YYYY HH:MM:SS (ie. 03 May 2015 19:45:10) from LONGTODATE(xxx) ?
Dear All, How to convert to datetime format DD-Mon-YYYY HH:MM:SS (ie. 03 May 2015 19:45:10) from LONGTODATE(xxx) ? please help Thanks
Rest API Add assets
have a question about using the API for Service Desk Plus. Can I use a C# application to add, delete ,and update assets? Is there any C# sample code that I can have a look at that anyone knows of?
Report for printers cartridge left
Can I generate a report, where I can see, how much toner left in the network printers? Can servicedesk scan network printers?
How to get time elapsed
DEar All, How to get time elapsed between: DateTime Created vs DateTime PickedUp DateTime Created vs DateTime Assigned DateTime Created vs DateTime Resolved DateTime Craeted vs DateTime Closed Please help Thanks
Can't edit Business Services
Hi, I have populated Business Services in CDMB with various entries. However we are finding that our Technicians can't edit an existing Bussiness Service entry or create a new one. The edit and new buttons are not visible. They are when I try with my admin rights. Obviously our Technicians do not have full admin rights on SD+ What can I do to fix this please? thanks Chris
remove the proxy settings
Hello All, I am using SDP 9.0 Build 9041, I am trying to remove the proxy settings but no luck :-( when trying to remove the fields I get an error message that those fields cannot be empty.. is there any way to remote them and disable the proxy? thanks Win
what needs to be activated so that the indicator appears when a request is long overdue?
what needs to be activated so that the indicator appears when a request is long overdue?
Merge requests after a search in request list view
Good afternoon, I have notice a strange occurrence when I am searching in the request list view. I search for a string in the subject field, and it gives me the list of requests with that string. I then merge a few of these requests. If I do this multiple times, after a while they no longer merge. So, by the fifth or sixth different search and merge activity, it just doesn't do anything - the requests remain as they were when the search result came back. If I then open another screen (Admin, Solutions,
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