New Technician seeing end user portal instead of Technician portal
Hi all, Our IT deparment expanded and we added two new technicians. After installing the new license I am able to add the two new technicians. The issue is the new technicians are seeing the end user portal and not the screens that our other technicians are seeing. I have set up the accounts the same way as our other technicians but still they are seeing the end user portal.
LDAP or Active directory authentication what difference ?
which authentication i have to use ?? whats difference ?
Project and Change association
Is there any way of getting any incident that is associated to a project or problem or change request to stop the timer automatically when associated ?
Require first response before closing?
We recently started to measure first response SLA's by using Zoho Reports. It's great, but things are thrown off if a ticket does not have a first response. I know this can be solved by a tech either responding or checking the "first response" box in a work log, but is there any way to require/enforce this? Or default the resolution time as the first response? Thank you for your help, -Mark
Request description and notes not wrapping
Whenever we have a lot of text in the request description and/or notes, the text does not wrap around the description area. Instead, the text is staying on a single line and creating a horizontal scroll bar. This is happening in both IE 11 and Chrome 41. We're using SDP 9040. I have attached a screenshot. Even though I have blurred out the text, you will notice there are plenty of spaces between words so it's not like I have a single word containing 500 characters and no spaces.
Conversations Sorting
The conversations really needs the option to be sorted in descending order and what would be really nice is to filter out "system" conversations. I want to just see conversations between the requester and the tech. Also the latest conversation should be expanded by default (since its the most recent reply to the requests)
Adding Technician to Support Group for Default Settings
I'm having an issue trying to add a tech to a Support Group for Default Settings. This has happen a few times recently. I am using version 8213, but also testing on version 9033. I've created a new Support Group for Default Settings i.e. available for all sites. I then edit the support group and can add a number of techs. Occasionally there will be one tech that will not be listed in available techs. I check the tech, and they will be associated to all sites. On the Support Group for Default Settings,
Feature Request: Desktop Notification
I suggest that we have some kind of desktop notification for machines that have an SDP agent installed. This should be triggered when an announcement is made on the ServiceDesk for urgent issues, like emails being down and therefore an email notification of the issue wouldn't be received. I know there is other software out there that can do this but it would be good to integrate it with the Announcements in SDP. For example:
Unable to delete resource from service request
I'm using SDP 9036. I'm trying to delete a resource from a service request template. But when I do, I get a message saying "Cannot delete. Assets in use." What does this mean and why am I not allowed to delete this section? Thanks.
Technician Scheduling
Hi, we have teams of 1st 2nd and 3rd level technicians and use the 'Round Robin' system to allocate requests. These requests go to 1st level techs only and we have added all other techs to the exclusion list for tech auto assignment. I was then hoping to use the Tech availability scheduler to stop requests going to 1st level techs when they are on leave by using the Back Up Technician assignment rules but this only seems to work for requests that fall due within the leave time-frame and don't work
Install help for free version
I keep running into this issue, while installing I select ms SQL, I then have the fields server, port, user name and password. I enter the name of our SQL server in the server field as \\server\sql instance, I then enter port 1433 in port and the username and password for the sql admin. The installation seems to go through fine, then I try and start the application and it gets hung on application running or starting or something like that . When I check the SQL databases I do not see the database
Viewing License Key on Workstation Software Screen
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). I added a new license and license key under Software Licenses and Allocated that license to the computer it belongs to. When I look the Software Details page under the workstation and look in the list for that piece of software, it shows that the software is managed but the license key does not show. I can manually add that key by clicking the Edit button next to the software
Adding additional AD fields to incident templates
Hi all, First of all apologies if this has been discussed before. I have looked and searched the forum and also Google but cannot seem to find what I am looking for (which is strange as I thought it would have been a more common question). We are configuring our Service Desk Plus environment as we want at the minute and I am currently building our Incident Templates. My question is: Is there a way to pull through additional AD values? Within the requester's details section we have the user's name,
Business Rule Actions "Set Request Mode as"
I would like to request the following action be included as a choice when creating a business rule: "Set Mode as" We have automatically generated emails that come in through a web form and it would be nice to change the request mode from Email to Web Form. Thank You. Nick
Constant Windows Security Propmts - SSO enabled and working
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Report to be shared with only 2 team members
Dears.. Could someone help me in finding out an option where in I can share 2 technicians report in our team with one particular technician from reports tab. Your quick response would be appreciated.
Create a known problem and link a solution or workaround
This request is for a feature to create a problem in Servicedesk Plus and be able to link an existing solution or workaround to the problem.
Innstalation problem
Hi During the update, I had a problem . I could not run the application, so started to restore the previous version. I downloaded the installer from the http://archives.manageengine.com/service-desk/ Unfortunately, I get the error ! ! Such as set out in the annex. Now I can't go back to the previous version and the system does not work. I tried to install version of the 9030 32 and 64 bit shows up the same error. The same error I got when I tried
Using Incidents and tasks
Hi all, I'm just wondering how different SysAdmins here use Service Desk Plus. For instance, our model is to have the Helpdesk/ServiceDesk create an incident and if the incident needs to be worked on by another tech team a task is then created to them. After that task is complete and nothing else needs to be actioned the "tasked" technician closes the task and resolves the incident. From reading the manual, it looks as though SDP is more geared towards assigning the request it'self to another
datamodel for servicedesk + 9.0 Build 9039
Hi, we would like to create a dashboard in Qlikview. The table structure is very unclear in SD+, do you have a datamodel or table definition sheet to help us? we are currently running servicedesk + 9.0 Build 9039 Kind regards, jordi van oosterbosch
Effective Access Permissions for user
Would like to be able to see what the roles assigned to a user gave them for permissions.
Support Groups Dropdown is empty
We are in the setup stage of SDP... When entering a new incident, the dropdown for GROUPS is empty. All my support groups are for ALL ACCOUNTS and DEFAULT settings. What am I missing?
Timers in SDP
I'm hoping someone can explain the timers in SDP...I may be overthinking this. I'm trying to generate summary reports (details of each incident or SR) on things like: First Response Time Time from Created to Closed Time from Created to Resolved Time from Created to Assigned Details of assigned technicians for a ticket with individual times for each tech. Summary of all assigned techs for a ticket with individual and cumulative worklog. I've already seen some really nice queries by Murali, but
Unable to select 'Reporting To' user with apostrophe
Receive an error when trying to select users for the 'Reporting To' field with apostrophe's in their last name (ex: O'Brien). This user is an existing Requester and is able to create and send requests to SD+. Error message: 'Select user from existing user's list' 9035 MSSQL
Time Spent and Work Log
I'd like to propose renaming the Actual Time Spent field under the Timer Tab to say "Actual Time Spent Assigned". I'd also like to propose adding Time Spent Work (or some better name) that shows the cumulative time from the worklog and the details below of each worklog entry for the request. Thanks, Adam
ServiceDeskPlus Pickup Request - Auto set the Group
Is it possible to autofill the group option when you choose the 'Pickup' option for a request? I have 3 support groups with roughly 5 technicians in each. Service Desk: Audio Visual: Infrastructure: So if a Tech from Service Desk picks up a ticket, can you autofill the Group field to Service Desk? Cheers, Craig.
Automatic re-indexing of solutions
When searching for recently added solutions using the keywords, description or title nothing appears. Every time we add a new solution we have to manually carry out a re-index to enable technicians to search for them. I've looked through existing queries but haven't been able to find any solution that solves this problem. We're currently on the build 9039, using postgreSQL. We've been having this problem since we started using service desk plus. Is there anything we can do to enable automatic re-indexing?
Asset Import CSV Blank Values
Hi, I am trying to do a bulk update of certain asset fields and for some of those fields I would like to reset those values to being NULL so that the reports will display those fields as "Not Assigned". I would prefer to not have to use the value of "Not Assigned" in the CSV file. Is it possible to do this using the CSV Import feature? I have tried using blank values, \n, and NULL and none of those have worked. Thanks, Roger
How can I find what requests were based on a service in the service catalog ?
I have done some testing, when planning to use the Service Catalog. Doing my tests, I have created way to many services. However, if I try to delete one of them, I get a message saying "Template is in use. Has been marked for no further use". As I understand it, the reason is that I have created some requests, based on that service. However, I'm sure it's only some test requests. How can I find out, what requests have been made by that service in the service catalog ?
Assign Multiple Assets
Dear Support Team, Is it possible to assign multiple assets to same department? Or assets of same P.O. to same department? If not through UI, how?
Possible bug in Windows domain password
We've been having a lot of issues with our Windows domain scan account being locked. We contacted support and they were able to help, but I think there may be a bug in how the Windows domain account password is saved/stored/retrieved in SDP. We're using SDP 9036. This is how I solved the problem. I went into Admin > Windows Domain Scan, edited our domain, reset the password, then clicked Save. I tried scanning assets and I would also get a generic error message. After a few scans, the account would
500 error after closing and reopening browser
Whenever I close my browser (Chrome), bring my work laptop home, then come back to work, then reopen my browser, I usually get this error message: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2193) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810) com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
Closure procedure
I'd like, on one hand, to simplify closure procedure from requester point of view and, on the other hand, to get feedback about how the request was done. 1. Is it possible to grant requester right to close resolved issue throught web interface? 2. If yes, how to ask requester to give measurable feedback about each issue which he closes? in other words, I want to see following scenario - IT staff resolve an issue - Requester gets notification via mail and can goes to web form for details. - There
Problems with build 9039
Hello, after installing Build 9039 some functions stop working that is critical for our workflow. This is what we have notice so far, Issues regarding entering a resolution the tech can not enter a text. issues regarding sending replies to review, stop working when using templates, The content the thec have filled in don't show in the draft. Issue with updating request, the update button don't work as before, some times a tech needs to click on it 5 times before it works, and sometimes it don't work
Customize Home Page
Dear All, I want to make following changes in the requester home page. How can I do this?. I am using SQL server as database. Remove right side section completely (Watch this Videos and Portal Usage section). Remove the star image and solution details in the home page. Insert some custome images in the home page Please refer attachment. I am using service desk plus version 8.2.0 Build 8206
Email notification workflow
Recently been going through the email notifications and I believe I am missing something in the notifications and want to see if someone can help me set my software up right. Here is what I want: (assume ticket is both a request and incident) - Email to requester when the ticket is submitted - Email to tech when ticket is assigned - Email to tech and requester when notes are added by either party - Email to requester when the ticket is resolved Which options do I need to check to ensure this happens?
User requesting ticket for multiple locations
Hi, i am trying to configure SD plus to our needs but i don't know how to configure this. We have users in different organisations, and those organisations have mutiple locations. Some users have multiple locations where they need to create tickets for. How can I configure SD so that a user can create tickets for multiple locations?
Issue migrate SD (build 8008)from MYSQL to MSSQL 2012
Hi, I have migrated the database of service desk (build 8008) of MYSQL to MSSQL 2012, but when I make a restore of the data I get the following error message: "Unable to restore database : Cannot find the object "trace_xe_event_map" because it does not exist or you do not have permissions." Are there any fixes for this issue?
HTTP Status 400 - Invalid path /LoginPage was requested
Hi to all, i've installed a trial license of this application but after 3 days the application it seems not accessible with error in object. Can anyone help me? Thanks Roberto Bianchi
Problem with service catalog and business rules
Dear sir. We are facing a problem in the service catalog business rules, the business rules is work fine if we don’t use the approval work flow but when we use the approvals we found out the rule is not apply on the service request
Next Page