reporting on template usage
Hi everyone, Does anyone know if its possible to report on Template usage in ServiceDesk Plus? I have had a look at the reporting Wizard and "Templates" is not listed under available columns? thanks
Filter for "rejected" Changes
Could you please consider adding a filter for rejected Changes in the Changes module or the ability to add custom filters to changes as per the Requests module. Currently changes with a rejected status are not shown in the Open or Closed changes filter! Thanks
List of Variables
Where can I find a list of all the variables that can be used in the user surveys?
Signature Line in Survey
When I turned on the survey feature, it includes a signature line that is not part of the fields that I can modify in the Survey Details portion of the Survey Settings screen. Where does that signature line come from so I can change it.
cannot search if the string contains any characters (*,/, \,-...etc.)
Hello. I am using the latest version of the SDP, but as I tried, I cannot search the applications, if the string contains any characters (*,/, \,-...etc.) I have done this several times, delete from indextable where name = ' Sol_CommentHistory '; Later, stop the application and open a command prompt on the application server and browse to the folder ManageEngine\ServiceDesk\bin and execute the command > reIndexData.bat request but the search finds nothing, if only the letter-search works. help
Can not restore backup file in Linux Debian
HI, I got a problem when I am trying to restore services desk from backup. Please help me on below error. I am running it on Linux Debian7. Details of error Exception in thread "main" java.lang.UnsatisfiedLinkError: /root/ManageEngine/ServiceDesk/jre/lib/amd64/xawt/libmawt.so: libXtst.so.6: cannot open shared object file: No such file or directory at java.lang.ClassLoader$NativeLibrary.load(Native Method) at java.lang.ClassLoader.loadLibrary0(Unknown Source) at java.lang.ClassLoader.loadLibrary(Unknown
Postgres not initializing on Ubuntu 12.04
I saw some reported issues on CentOS, but this issue is happening on ubuntu... Any ideas?
how can I replace web site icon?
Hello; How can I change web site icon which is shown on the browsers ? Regards Tirelibirefe
Disabling "Log on to" detection of usernames.
Hi, Is there a way to prevent ManageEngine from detecting the domain or Local Authentication when a valid username is typed in? Our Servicedesk site is accessible publicly & while SSL encryption has been enforced for the login page, we also want to prevent hackers from probing the usernames in our domain via this method. Regards, Winston
Delete ticket
We have just upgraded to 9.0 and were wondering want happened to the delete warning when you click actions, delete inside of a ticket. Its right next to print preview and if you miss-click you delete the ticket. Yes it can be recovered but it used to warn you and ask if you where sure... what happened to that?
Problem with search in CHANGES when browsing with spanish language selected
When the technician has the Spanish language selected searching in changes does not work. It does work if the language is English. We think it might be because there are some literals not translated such as "Search". Please give as a solution.
SLA settings
Hello everyone so I have for some weeks ago installed ME SD+ and I find it pleasing. But now after some test runs I need to start to set up SLA's. And the support organization that I work for have a lot of needs to send a reply to requesters every 4 hour. So I have set up 4 levels, Low, Medium, Hight and Outside-SLA. So what I want to do with my High SLA is to set that requester get a update every 4 hour from the system just replying some standard template thing, but this function seems to be missing?
Smarter technician notifications
Currently we have business rules setup (examples) with: Note: Technician 1 & 2 are both members of Group 1 If subcategory "is A, B, D or F" then: "Add to group 1" "Assign to Technician A" If subcategory "is C, E, G or H" then: "Add to group 1" "Assign to Technician B" Now the issue is that when these are run the technician that it gets assigned to gets the "added to group" & "assigned to you" emails. It would be good feature if it the technician assigned did not receive the "added to group" notification
Attachment was broken in License Agreements
Hello, we have a lot of license agreement with attached files. After installing 9000 update or, perhaps, 9004, attachments stopped to open. They still exists in filesystem, but when trying to open file in SD, receive: "The File was not found." It looks very bad, please help! Thank you. upd: looks like SD trying to open file using path \fileAttachment\Apr2014\....., but files are located in Feb2014,Mar2014 and so on. Attachments for license agreements, created in Apr2014 - opens, but all others,
automated techician time tracking in SDP
Does anyone have any solutions for automated technician time tracking in SDP?
Change Roles - Allow SDChangeManager users to edit the ChangeManager field at any time
(This requested with respect to build 9003) Scenario: Only one ChangeManager is allowed to be assigned to a Change Record. The Change record was on the ''Release' Stage and ChangeManager activities were required, however the assigned ChangeManager was unexpectedly unavailable to login for days. Only the (unavailable) 'ChangeManager' assignee can edit the 'ChangeManager' field. There is no other User or Change Role that we can assign a Technician that allows the 'ChangeManager' field to be edited
How do I disable the 'Close Request' "yes" answer?
Hello; I want my users' confirmation for the ticket resolved. ...but when the technician select "YES" to the popup question, the user can not confirm How can I replace "YES/NO" question with default "NO" answer? How can I request endusers' confirmation out of technicians' initiative? Regards Tirelibirefe
request assigning issue
Hello; I have 5 Sites and 5 Support Teams. Each site is assigned to a team like that. Site A >>> Team1 Site B>>> Team2 Site C >>> Team3 Site D >>> Team4 Site E >>> Team5 Each team member (technician) can see tickets created in the only his/her own site. When a team member attempts to assign a ticket to a technician in another Team, other technician names are not listed in the drop-down menu; only other technicians in the same Team are listed in the menu. So the ticket can not be assigned to someone
Redirecting emails to specific techs via support groups
Hello all, I have been tasked with setting up our SD+ implementation to allow for groups to be used to direct tickets to the proper techs. Here is what we have envisioned for this. All users submit tickets to support@company.com via the self-serve portal. They will be forced to provide some piece of information that will dictate what group it will go to via the Category field. Once the ticket has been successfully submitted, it will go into a queue for the group that was specified in the Category
Why can't users with SDAdmin roles edit change requests?
We're using SDP 9006. I'm in an SDAdmin role and need to make a change to a change request. Unless I've been added to one of the Change Roles in the actual request, as an outsider (but a SDP admin), I'm not able to make changes to a request. Is this by design or do we have something configured incorrectly? Thanks!
Job title field in Requester Details
Hi, Is there a possibility to view Job Title field in area Requester Details at created request (without clicking on requester's name)? How can I use job title information to set priority automatically (for example in business rules)?
Groups not to be allowed to assign to Technician
You do have an option in the Roles feature to not allow any tech to "assign a technician". By unchecking this option, what it really takes away is the ability for a technician to assign a ticket to both "a group" and "another technician within that group". By the title of that option I would have thought this would still allow the tech to assign a ticket to a group but just not a technician within that group. So you have an update coming or request yet on being able to offer either or of these options
Stop backups from creating sub directories
Hi Guys, I noticed since we recently upgraded to 9012, our backups are now creating subdirectories for each backup file. This is completely unnecessary. Is there any way to stop this from happening?
import solutions from xls, csv, or sql update
I note that this was originally requested more than 8 years ago but would it be possible to provide an import option for solutions please. Failing that, would it be possible to provide the schema information required in order to write an update script for a manual import.
Asset scanning improvement
Would it ever be likely you would change the way the asset scan works from being agent based to being service based for windows machines? We find the deployment of the agent is not always great via GPO, likewise the scan at boot up does not always report back to the helpdesk in a timely manner. We have created a logon script than forces the manual scan and then copies the xml file back to the helpdesk. We then have to import these xml files manually. Tis is the only way we can guarantee that we have
Getting 500 error on on website port 8080.
I spoke to someone yesterday and they helped me get my old trial installation working, but today I'm getting a 500 error on the web interface. When I use teh desktop icon to start it, I can't login. It tells me the user name or password is wrong but I have not changed it from the default yet.
SDP agent vs DesktopCentral Agent?
Hi there, I have both ServiceDesk Plus and DesktopCentral deployed on my network. ServiceDesk Plus has a 750 node capacity, with 420 in use, where-as Desktop Central has 500 capacity, with 320 in use. What's the difference between the two agents supplied with SDP and DesktopCentral? At some point in the near future, I will have more active nodes within SDP. Can the two agents be installed onto the same machine, but only have the SDP reporting in?
Import Contracts from Excel
This has been asked before but there have been no answers. In CONTRACTS there appears to be a way to import Contracts from Excel because there is a button ("Import from XLS") and a start of the "wizard" but no where is there a template of what the headers should look like. Please provide a template that we can use. -Les
Custom "completed" status is treated as closed status
Hi, We are using SDP 9012, We have implemented some custom "resolved" status types. Problem is that the system treats them like a "closed" status instead of the resolved. Which means the requester never get an email saying the call has been resolved (instead they get "your call has been closed"), Calls arn't automatically converting to closed status after 3 days (mainly because they are seen as already closed). How can we change custom "Completed" status types so that they don't default as closed?
unknown user
Hello; I've imported users from Active Directory. Most users can submit requests. Although some userscan logon to SDP successfully, they cannot add requests to the system. ServiceDesk Plus display "unknown user". I queried the DB, yes the user is listed there. The user is listed also under Requesters field. I deleted the user and re-imported from Active Directory, nothing changed. The user(s) can logon to the system but the system doesn't let these users' add request and display "unknown user" error.
Double User Problem!
Hello; Nowadays we are trying to implement SDP. Our SDP imports users (thousands) from AD regularly. All users are imported to SDP as requesters. Let's suppose that user's name is "John Brown". The user logon to SDP by using his AD credentials like that john.brown and opening a ticket. When the user opens a ticket, SDP creates a new user which is named as john.brown. The ticked created is shown like new user created it. This is completely wrong and a big problem. Because we have existing rules, definitions,
Support Team Email Notifications
Hello; I've a problem with email notifications. We have several support teams and each team has several team members. Depending on the users' site information, we collects requests in different pools which are dedicated to support groups. For Example Site A >>> Team1 Site B>>> Team2 Site C >>> Team3 When a user from Site A submit a request, a notification mail must be sent to Team1 members (not to all technicians). How can I accomplish that? Regards Tirelibirefe
Is there a way to export category/subcategory/item list
I see that we can import a csv file but is there a way to export the category-subcategory-item list so we have this documented outside of SDP? Running SDP 8007
Email Commands parsing
Hi all, I've been playing about with the email commands parsing and the stuff that it does and I have a query. I have the ability to forward a mail to an account that retrieves the email and will parse the subject and pop it on as a request. Which is great. It looks at the subject and removes the tag I pop in and removes the tags needed in the email subject so it obviously has the ability to identify this and remove them. I then enter information into the email for the group and other information
Send mail with site mail-address plz!
Hello everyone, I am running a service desk with multiply email addresses one for every site, I notice that ME SD+ didn't support having multiply email fetching addresses so I made all the other email addresses forward the mail to the one I use for ME. Now I notice a problem that is that ME SD+ only seems to answer with the mail-address defined in the fetchmail settings and this have become a big issues for us due to our customers may only allow some addresses to pass throw there firewalls. So I
Installing on Linux via Command Line problem
I am trying to install ServiceDesk Plus via the command line and it seems to crash with no error message. This is what happens: Does anyone have an idea what I'm doing wrong?
Change incident status automatically
Hello to all, we would like to know if it's possible to change incident status automatically after receiving a response from requester. Thanks in advance SDP 9 Build 9010
Mail on certain actions
Hello how do I user "Alert the following technician(s) by e-mail when a new request is created" but I want it to be Support group / Site based so when a email arrive to site Y technicians to site Y is alerted etc.
SQL to show requestor + Technician conversation in reports
hello any idea how I can see the conversations between a requestor and a technician in a case as a report? Do we have a sql for this?
ServiceDesk Plus Linux Consuming All Free Space
I encountered this last week in our installation of Service Desk Plus 9.0 (Build 9010) where when it was running as a service in Linux (via the provided init script) the application over a few days consumed all of the free space on the server and even after stopping the service it did not release it. I had to reboot the server in order to get the space released but when I monitored the space usage after rebooting it started climbing again (10GB of growth in ~10 minutes). When ServiceDesk Plus is
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