Page Loading Slow
Hi Dears Im using Servicedesk plus version 8.2 up to week a go system was work so good without any delay,but from this week when requester click on the "Add request" the page load about 8sec and then refresh and show the result somewhere else when the technicians wants to assign the ticket to anotherone it also make too long. i have about 4000 system that scaned and about 9000 user (requester) my server detail is: Corei7 Ram :8Gb Windows server R2 2008 whats the problem and how i can resolve it?
Support Group Email
Hi Guys. I'm trying to set up a ticket flow whereby anyone that sends an email to "network@helpdesk.com" and "developemt@helpdesk.com" are routed to the respective support groups in Servicedesk. I have a main email address of "servicedesk@helpdesk.com" and the two addresses above are added in Exchange 2007 as aliases. However, on the exchange clients, when you type in the address of "network@helpdesk.com" it automatically changes to the main email address of "servicedesk@helpdesk.com", therefore
Pickup ticket upon reply
Still new with SDP, but is it possible for when a tech replies to an unassigned ticket it is assigned to them. All of our tickets comes in unassigned. Currently the tech needs to pickup the ticket and then reply to it (internal process). I would like the ticket to be assigned to the tech whom is replying to the request, this eliminating the manual pickup step.
You can not create a request for this user
Getting the following error when trying to create a request "You can not create a request for this user. The user belongs to a site for which you do not have access". Found a post on this that referenced having special symbols in the name. Like (/ ' ") etc This is not the case here. The only difference I see among the technician log ins is that his login account starts with a capital letter. In fact the first two are capitalized. Would this cause an issue?
Failure: Exception occurred while performing the operation - Single user
I have opened a Support ticket with ManageEngine but I have not received a response, so I thought I might post here. We are running ServiceDesk Plus Version 8.2.0 Build 8213. We have a single user that receives this error message when trying to enter a resolution: "Failure: Exception occurred while performing the operation". This is reported in multiple browsers. If he goes to the "Resolution" tab, he receives the error "No Resolution Available". Does anyone have any insight on this? Thank you.
Error upon running Reports on Manage Engine Service Desk Plus Version 9.0 Build 9018
Hi Guys, Getting the following error upon running Reports on Manage Engine Service Desk Plus Version 9.0 Build 9018 - This started after we ugraded on Monday 08/09/2014 - All Reports are affected. java.lang.NoSuchMethodError: net.sf.jasperreports.engine.design.JRDesignImage.setStretchType(B)V com.adventnet.servicedesk.reports.utils.SetupReportPage.addOrganization(SetupReportPage.java:2888) com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateReport(CoreReportDesigner.java:4797) com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateReportCompiledJasper(CoreReportDesigner.java:4148)
Exlude Machine from Network Scan
Is there a way to exclude a machine from Scan? I have multiple laptops and non-domain joined computers that show up on my failed scan list. I would like to be able to exclude them from all future scans, so I can focus on the machines that should be scanning and are failing. Any help is appreciated, Joshua
Is there a way to set the beginning ID number?
Can we custom set the 1st new request ID? Will be importing tickets from an old system, but want any new requests entered into SDP to begin with # 25000. Can this be changed somewhere in settings? Thanks.
Remove Manage Engine Branding
Is there a way to remove all Manage Engine Branding on SDP? I can see that we can change the picture when logging in and the picture in the top left. However, when logging in, there is Branding along the entire bottom. I have included the picture of what I was speaking about below. Thank you!
More information from the script ae_scan.vbs
Can I get additional information from the computer of sripta ae_scan.vbs? For example the computer asset tag equals the value of the registry?
Import AD users to SDP with photo
In Active directory we've got users with there own photos. How can we import photos to SDP? Can you make this feature?
Disable Level dropdown after save
Hi, We have client requirement that they don't want to allow Technician to downgrade Level after saved/created request once. For example he should not be able to down Level from Tier 2 to Tier 1. Or if this is not possible then second option is to disable Level after request created/saved once. So please suggest if there is any way to achieve this requirement. Thanks in advance.
"Technician Auto Assign" assigning tasks irrespective of technician availability
Hi Team, I have 3 shifts timings operating in my office. 1. Monday to Saturday Day shift operates from 9:30AM to 5:30PM 2. Tuesday to Sunday Day shift operates from 9:30AM to 5:30PM 3. Monday to Saturday Night shift operates from 4:00PM to 12:00AM I configured Email fetching and I need to configure the "Technician Auto Assign" feature, in such a way that, the emails received should be automatically assigned to the available technicians in a round robin basis. But the configuration doesn't seems
Change default time for Priority
Hello. How could I change the default time for priority? For example to change time from 2 hours to 4 hours for high priority.
Requester name search on multiple fields
Is there a way to modify the search results the Requester detail "Name" field is searching from? I know I can type the person's last name and it will populate, but it would be nice if that field also searched the employeeid field at the same time. This way I can type 12345 and it will search for that person and attach their name to that field. I know I can click the "Search Requester list" field, then type in the employeeid 12345 to find the customer, but this is an additional step. Thanks!
How do you delete an attachment from a request?
I'm using SDP Enterprise 9021. I don't see an option to delete them. Thanks! EDIT: Nevermind--if you edit the request you can delete the attachments. Would be nice if you could just delete them without editing the entire request.
Assign Technician to Another Office with another Roles
Hi Dears if I want to give different permissions to my technicians in different Office. how i can do it? for example My technician work in tow office and has different role in these offices.i want to give him delete permission in one office and just create ticket in another one.how i can manage these difference. in Service Desk Plus each person has one role in the whole of the system but i need to seprate these permissions up to his office. how i can do it? thanx Best Regards
Create link to solutions from incident tickets
We would like to see the Solutions module have the option to link solutions directly to the categorization structure in ServiceDesk Plus. This same feature could be used to drive better self help through the self service portal and the service catalog. Our vision is that solutions should be part of the work flow that helps our customers solve problems not merely record their requests for help. The solutions record might have the following options: Link to request category (Yes/No): Link to Service
IE10 is reported wrong in the software
The IE10 version 9.10.9200.16866 is reported as IE9 in the software list. The IE10 version 9.10.9200.16844 is reported as IE10 in the software list. How come that this is reported as IE9. We have never installed IE9 on the computers.
Site name doesn't change on edit & display order of assets
Hi Firstly - I really like Service Desk plus but I have two issues I am hoping you could help me with. We have over 100 sites. In some of sites (despite us asking staff not to do this) particular staff will raise a support call for their colleagues from other sites. Then when our support staff go in to edit the (automatically created) support ticket it of course displays the wrong name and wrong site. They can edit the name - so that when they respond the communication is going to the person who
Sorting by PO #
Now that we've hit a thousand PO's, when we sort by PO # it puts all the PO's after 1000 at the opposite end as 999. Is there any way to fix this? Thanks, Kevin
Please help with this report.
I would like to generate a report from Incident Requests module which should show me all tickets that were reported in last 2 weeks (fortnight) and their respective status, requester, technician etc and in the same report it should also show all the tickets that were resolved in the last 2 weeks, i.e All tickets with Created Time = last 2 weeks & Resolved Time = Last 2 weeks It becomes a bit tricky when done from custom reports because in date filter i could enter just 1 filter either
Creating a Change Request in the request catalog.
Hello, Is it possible to create a Change Request in the Request Catalog that has the ability to transfer the fields in the service request to the Change request? What would I like to happen is a user creates a Change Request from the Request Catalog. The technician than will create a new change by clicking on Associate Change within the ticket. The fields that we created in the Change request will auto populate in the new change.
Assigning by broken down categories
I see there is a way to Assign a Group or Technician by the Category. However, is there a way to Assign based on Sub Category or Item? We have our Categories listed pretty generic, so the Sub Cat, and Item really should have the ability to allocate a group to. Also, is there a way to only have Certain Categories, Sub-Categories, and Items view-able by certain groups? Thank you!
Problem with SDP from the outside
Hi, I'm having an issue with SDP from external access, not on the LAN. I've the server in my LAN and all users can access to it. But I've made a reverse proxy with nginx to access from DMZ to the server. I've made a subdomain of my domain and redirected to the DMZ proxy reverse. That DMZ proxy also redirect to my LAN Server. I think is a good idea to not expose the server to the internet. But in this scenario I've issues that sometimes the server don't respond from the external URL. I need help.
User management access for technician
Hi, In Service-desk plus, can we give an access for technician to create new user (not like admin only their able to create/modify a user) Is there any way to configure it? Thanks, Faizeal
9020 - Agent Deployment hangs App
Hi, We recently upgraded from 9010 to 9020, and then upgraded from the .16 agent to the .17 agent. Our software deployment application pushes the agent to our 1300+ clients pretty quickly, within an hour or two. With the .17 agent and/or build 9020, this causes the SDP application to hang, requiring a restart. We've been using the agent since it was introduced, and deploying the same way this whole time, and we've never run into this problem before. I don't know if it's an issue with the new build
configure ldap attribute
I am trying to sync more information from AD than what is defaulted in ServiceDesk Plus. I found the following information, but don;t know if it relates to this issue: Will this work, how do I define particular fields to import, is there a way to change the sync page, so I can run that default sync, or will I have to run this script on a scheduled time? How do I run this if we are using mysql instead? If the application is installed in PostgreSQL execute the Command from CMD. C:\ManageEngine\ServiceDesk\pgsql\bin
Custom Views Issue
We are currently running ServiceDesk Plus 9.0 Build 9012. When we are creating custom views (Settings, Manage Custom Views, New Custom View), under Advanced Filtering, if we choose "Technicians" (then is or is not), then click on the "Choose" button, the only item in the technician list is "None". This used to show the full technician list. Is this an issue with this build of SDP? I reviewed the "read me" list for newer builds but I didn't see if this issue was addressed. Thanks!
How to make additional subcategory 4+
Hey there, just wonder how to make additional category 4+ for incidents? I found that system limits the sub's on 3rd... My idea is to creare this subcategories that i couldn't do. Hardware,Print,Label Printer,Incident,Can't connect Hardware,Print,Label Printer,Incident,Can't print Hardware,Print,Label Printer,Incident,Error Code Hardware,Print,Label Printer,Incident,Needs Category Hardware,Print,Label Printer,Incident,Paper Jam
unable to restore data from fullbackup
I try to restore data to fresh SDP 9019 from fullbackup. I have a 3 backup files backup_postgres_9019_fullbackup_09_25_2014_15_00_part_1 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_2 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_3 When I run restoreData.bat there is possible to select only one filename, therefor I select first one. During restoring data I have a next errors, and the process is stoped and in ServiceDesk directory a lot of ***.sql files. ==== Please wait ! Deleting
ServiceDesk Projects Task Dependency
I have read that Service Desk plus supports Task dependencies for projects and I have found the dependency map, but I cannot work out how to make one task dependant on another task Can someone give me a clue?
AD Import on a Linux install
We have a fresh SDP install in a Linux environment. However, when I try to "Import Requesters from Active Directory," I receive an error that states; "Active Directory Authentication is not supported in the Non-Windows installation." How can I import requesters from AD, Enable AD Authentication, and Enable Pass-through Authentication? Thank you!
Cannot complete a task in ServiceDesk change module
I have an implementation task in a Change, but I can't work out how to set it to 100% complete. Therefore I can't close the change. There is no edit option. How can I set the task to be completed?
service desk opening with a blank page
service desk is opening with a blank page! any solutions / ideas?
Configure tightvnc viewer with service desk plus
Hello, How to configure tightvnc viewer with service desk plus as a remote control tool? Regards,
Encrypting keystore password saved in server.xml
I am trying to secure my wildcard PFX keystore password used for SDP HTTPS conenction following this article: http://docs.jboss.org/jbosssecurity/docs/6.0/security_guide/html/Masking_Passwords.html but as I mentioned there is no JBoss password_tool.bat (on windows) to do the password masking. what can I do?
Login Issues to SD+
Having a weird issue with SD+. New instance, fresh install, new server. Users have imported from AD fine. LDAP is configured and connecting fine. If I make a user on the SD+, instead of importing it, and log it in to Local, it works fine The Admin account works fine (on local) dB is MSSQL (same as the original instance) No account, be it a requester or technician, will log in with domain credentials, it just says "username or password incorrect" The same account still works fine on the original
Mapping LDAP fields with service desk
How to alter service desk user field mapping so that it will get exactly mapped with LDAP?
Add attachment to solution
Hi! In our company a solution to request is some file(s) (xls or pdf etc) and some comments to them But we cannot do it now - ServiceDesk has no such feature. Workaround is to attach file with one of the conversation to the requester, but when time pases it's rather difficult to find solution if it is not where expected. Images can ba added to the solution, so why other files cannot?
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