ServiceDesk Plus - Change Workflows allow edits of previous stages if Technician has not refreshed page
(noted in ServiceDesk Plus 9018 - many apologies if this is a duplicate topic or mentioned in KB or a service pack fix - I don't have much time to search right now and can't afford to wait to log it) Build 9018 behaviour: Change Workflow enforces that once you have progressed beyond the Planning stage you cannot edit the fields (e.g. Roll Out Plan) in that stage. Under the following scenario, a Technician can bypass this security. 1. Technician 1 opens Change Record while it is is Planning stage
where to find postmaster.pid & how to set ticket ID to another starting value
Dear all, I try to follow the instructions given by another FAQ section to set the ticket ID to another starting values. However, since I use Linux/Ubunto the commands given in the FAQ (./psql -U postgres -p 65432 -d servicedesk) are resulting in an error message " could not connect to server". I'm not familiar with postgres at all, so the syntax in Linux might be slightly different.. While I tried to find out the reason I found as well the pgsql/data file it completely blockked (mode 700) but this
Active Directory: Import Single User error
Hi guys, ServiceDesk Plus Standard Edition 9.0 9035, if i try to import a single user from Active Directory i obtain this error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Why does default reply template automatically populate the cc: field?
Is there a functional reason why the cc: field is auto-populated in the reply template? Is there a way to remove that?
url's in requests
The url that is inserted into the opening is called as http and https would be correct , how could fix this problem ? http://helpdesk.portoseguro.org.br/WorkOrder.do?woMode=viewWO&woID=2015006911
mail fetching from exchange 2013
just migrated our 'support' email account from exchange 2007 to 2013 server. unable to link servicedesk back to receive mail from the mailbox. tried everything I can think of in terms of receive connectors on new exchange box. tried linking service desk using ports associated with all existing receive connectors. (not totally familiar with new exchange system yet) confirmed correct username and password for support account. out of ideas and needing help now. unsure whether the problem lies with servicedesk(unlikely)
email reply by unassigned technician
I have looked over notification settings and cant seem to see what i need so thought i would ask you lovely people ( flattery gets you everywhere ) We have a team of Technicians, When a request is raised no technicians were receiving email notifications. I created a group and placed them all in there and selected the following: Now the techies receive the emails but when they reply via email the ticket does not get updated. If i manually assign the ticket to the techie they can reply via the
Category field mandatory for requesters
Hi, How can i make the Category field mandatory when submitting a new ticket? We are using Servicedesk 9.0 Build 9035 Thanks
After 9035 update
After we did the update the admin tab is now just a big listing. Which makes it much tougher to find things. Is this just a setting or an issue with the update. As we have the latest version installed for another department with no issues. This is how it looks now.
Backup error!!! please help me
We get the following error when the scheduled backup fails. What do I need to do to fix this? Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native Method) at java.io.FileInputStream.read(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.addEntry(SDBackUp.java:2224) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2091) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2064)
Ability to set E-mail Id(s) To Notify field with Preventive Maintenance
When defining a Preventative Maintenance task, it would be useful to be able to set the E-mail Id(s) To Notify field, as you can when creating a request. It appears to be the only request field missing from the PM task creation screen. This would allow us to have the completion notification of a PM task go to a mailing list or arbitrary list of users, as well as the requester.
Incoming Email
we have a couple of employees with a problem. When they email us they email with an address like this: firstname.surename@example.com when we inspect the incoming mail the email address is changed. it become a underscore "_" instead of a dot "." when they log in intro the self-service portal using AD authentication they can't see the ticket. Because its sent with a different email address Why is the dot changed to a underscore? our email program is IBM Lotus Notes kind regards, Jordi van Oosterbosch
CSI for requester
Hello Team, I was wondering if there's a way to hide some categories/subcategories/Items from certain requester and show it to others? I believe if there's an option to group requesters, we should be able to do that. Appreciate your prompt response. Kind Regards, GS
Site not assigned to Technician
For one requester, the technician cannot make request , error is " you cannot make request as the site is not assigned to you". Iam pulling out the requester from active directory and rechecked to confirm that site is already assigned to all technician. Tried removing the site and adding it back but the same error.
Time Spent Technician not being assigned
When a work log is created the Time Spent Technician field is not being populated. I assume, not being able to see what is behind it, that the Owner of the work log should be in this field. This is causing me an issue with a report for time spent that I am running where the Time Spent Technician is being returned as "Not Assigned" and Time Spent is not being returned for the work logs on the requests.
Remove Sign in
Hi , We are in the trial period and customizing the mail page for users . We only want to have the option de change password and unlocked the account, users get the email with the code to complete the task. We want to remove this ( the sign in opcion ) from the mail web page , how can we accomplish this ? The option 'hide" does not work neither . Regards
SDP - Request Catalog - Translation
Hi, Is there a way to have the Request Catalog translated? I have noticed that when you switch between languages the "Request Catalog" button from the Requester portal stays as "Request Catalog" (English), and all of the sub-categories stay in English. Do these all need to be manually translated? I saw that using the Admin Tab > General > Translations you can do some modifications. But for the "Request Catalog" this appears to be a static change that would change the language for all regardless of
Allow change only to sub-category
Is there a way to set a category to view only but allow the requester to set the sub-category?
Restricting Requester to view only his Assets
Hi, how can i restrict the requester to view only the assets which he belongs in submitting New Incident form. Right now when a customer tried to log a incident and dig down the assets lists he can see all assets of all sites which he no needs to see. please help.
Error for one user accessing previously submitted Requests
Hi For some reason, when one of our users tries to access a Request she previously submitted, she gets the following error : HTTP STATUS 400 - Invalid Path / WorkOrder requested type Status Report message Invalid Path /workorder was requested description The request sent by the client was syntactically incorrect (Invalid path /workorder was requested). Could anyone please advise Thanks.
Change subcategory
Where do I add a subcategory to a category? for change requests
Administrator changes report
Hello team, Just wondering if there's a way that I can get a report of which Administrator made what changes on ServiceDesk Plus? We have more than one administrator and we have updated the latest hotfixes. However, we can still see changes to the application but we're not sure if that was the update or that was applied by someone in the Admins. Kind Regards, Geo Samy
Update Failed 9034 to Build 9035
When i try to update i got the message bellow: Unable to start the database. Possibly server is running, if so please shutdown the server. Or previous upgrade is failed and the message for the same will be displayed in the command prompt. I will put the update log attached. UpdateLog Thanks in adavnced.
adding forms to service templates
Not sure if this can be done but I would like to see the ability to add a company form into one of the templates so the users can fill it out whilst creating the ticket. T
Feature Request: Archive Old Contracts
I would like to be able to archive expired (old) contracts in ServiceDesk Plus to keep them available for historical purposes, but not have to see them unless I want to look at them. Thank you, Carey
Requests assigned to Technicians who have already marked leave
Technicians are assigned requests even when they have marked leave days on service desk plus portal
multiple email addresses
In our organization we are using multiple email addresses for different sites. We have one main email. with that email address users can log in intro the manage engine page self-service portal with AD authentication. When they use multiple email addresses the tickets don’t get under one account and cant log their status. Is there a option to add multiple email addresses for one person? so each email from different email addresses comes under one account?
Cisco IP Phones on SDP
Dears, we scanned and discovered the IP phone successfully but we need to have an option to assign it automatically to the users, can this be done?
Urgent help: All out war vs our outlook. Recipient not found.
Hi, We've stumbled upon a fairly annoying problem when it was decided to disable an email address on our exchange server. One message was sent through SD to that email, got back from outlook that the request has been appended with a user reply, then that got bounced back, and SD appends the reply and then sends yet again an update causing a nasty email loop. We've stopped the loop for now, however i need a nice way of deleting tons of messages in one incident. Whats the best way of doing this? Thanks
Automatically delete/close certain tickets in a group
Slightly odd problem this one. We have a group called IT Alerts in our SDP. It's a group for messages from our automated systems (backup scripts, hardware monitors etc). The small but irritating problem we have is this: The alerts emails are sent in to SDP from a variety of non-existent email addresses e.g. sql_backups@mycompany.com, san_monitor@mycompany.com etc. We have 'acknowlege requester by email' turned on, so every time a system sends in an alert email, SDP sends back the 'Thank you for your
MSSQL version
Can you please advise what versions and editions of Microsoft SQL Server are compatible with SD+ release 9027? cheers Graeme McFadden
When 'll be available this features?
Can't find this features in "roadmap" https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Features the features are: 1. cc not provided: SD-53435 2. tech reply email https://forums.manageengine.com/topic/when-technician-reply-to-a-request-by-email-requester-is-not-notified 3. Group based SLA's SDF-26019
Notification when CAB approved
Hi Is it possible to receive a notification when approval is given by the CAB members? Regards Mike
SAML User Provisioning
A number of SAML integrations (WebEx and Salesforce, for example) offer a user account provisioning option. It would be nice if instead of relying on a .csv import or a separate AD sync tool, we could manage account creation via assignment of the application to the user within our SSO platform. Same for deprovisioning. Thanks, Ryan
¿Is it possible remove the "button" change Template from new request?
¿Is it possible remove the "button" change Template from new request? I attached an exemple.
Technicians Report
Hi I need to create a report that I can run anytime of the day showing technicians in a specific support group and how many tickets they have open and how many they have closed so far for the day. Can you please help. Thanks Sonja
Downgrading Servicedesk to Helpdesk
Please I have had a trail version of the MESD Enterprise running in my organization but after reviews, its being advised to start with the helpdesk feature. And since I have already gone far with the configuration in enterprise I would love to know how to downgrade it to just the helpdesk
How to delete/disable status (open/closed/resolved/onhold)
Hi, One of our customer do not want status resolved in ticket. Please give me psql query to delete/disable the same Thanks
How to enable request status color code
Color code feature implemented or not. Please tell me how to enable it.
Milestones as collections of tasks vs. requests
Hello. I have just started using ServiceDesk Plus for project management in an agile environment. To me, being new at this, it seems like it would make more sense to have milestones be collections of requests instead of tasks because it seems like requests are more like product backlog items and milestones are what you might call themes or epics, and tasks would be, well, tasks, the discrete work that needs to be completed to complete the backlog request item. I did find a way to associate the
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