error - Service Template Save failed
I am copying some templates once I have saved them in the correct category and then go in to amend the tittle (as it puts the date that it was copied over ) I get the error - Service Template Save failed please can you advise how this can be done Regards marcia
Correct Nomenclature to add Microsoft Licenses in SDP
Hi, In my company we have many Microsoft softwares licenses, I'd like to known what's the correct nomenclature and type to add in Servicedesk Plus. Softwares: Microsoft Office 365 ProPlus - pt-br Microsoft Office Access 2003 Microsoft Office Access 2007 Microsoft Office Multi Language Pack 2007 (complement of Office) Microsoft Office Multi Language Pack 2010 (complement of Office) Microsoft Office Professional Plus 2007 Microsoft Office Professional Plus 2010 Microsoft Office Proofing Tools 2003
Default Site
Is there a way to set a Default Site for SDP, so that all new requests, service requests, changes, etc, will always point to the default one, and not the "Not associated to any site?" I tried to create a business rule to allow all created requests to set the site to "Our site name" but that is not an option either. We originally were configured with the "Not associated to any site" as we had no sites configured. However, I noticed that if you want all Requesters to view all requests, you could
Disply the IP filed of an Asset in the request
Hi Is there a way to show the associated asset IP address filed in the request template? Thanks!
Task Button on Home Page
Hi support, Any roles/customize to disable button "Add New" for Task on home page? Thank you, Ali.
Prevent SDP from adding rougue workgroups and domains to Windows Domain Scan
How do I stop SDP from adding rogue Domains and Workgroups to the Windows Domain Scan? This is extremely problematic for users attempting to logon as the default domain is ignored on the SDP logon screen and users have to select from the list. This is not a desired user experience, and SDP has been doing this for years. This has become an important issue since the executives have had issues logging in to the ticket due to this.
API and Templates
Hi, Is it possible to specify what information should be returned in sdpapi/admin/request_template/ With operation : GET_ALL or sdpapi/admin/request_template/<templateID> With operation : GET I am really just looking into one value and that is "Show to Requester" Because when I query the templates I would only like to display the templates SDP has defined suitable for the requester. Best regards, Valdi Hafdal URL : http://www.vlink.is [V-Support for SCP] http://www.vlink.is/scp [V-Technician for
First Response Violated
It is possible create a report of violation of first response?
Bussinees rule for autofill Site field SDP 8215 Professional edition
Hi Team, It is possible to autofill the "Site" field through a business rule when a requester sends an email to Servicedesk Plus? Thanks, MF
Site assignment through business rule
Hello to all, Is it possible to include in the next SP for ServiceDesk Plus the option to assign a site through a business rule? It would be helpful to automatically assign the SLA and the matrix of priorities of different support groups. Thanks in advance.
Service Catalog
I am trying to find Service Catalog within the Enterprise version of ServiceDesk Plus. However, I do not see if listed under the Admin tab. Version is 9.0 build 9004. Any assistance is greatly appreciated. Thanks in advance, A
ServiceDesk Plus Newbies Only - What 3 Aspects do you find most difficult about Configuring ServiceDesk Plus
Hi All I am interested in hearing from people who are responsible for installing/configuring ServiceDesk Plus whether you have inherited it or have started from scratch. Ideally you will not have more than 6 months experience with the product. This will hopefully lead into a series of training sessions which will be available on youtube at no cost. What I would like is the top 3 things you found most difficult in administering ServiceDesk The aim of the series is initial install rather than troubleshooting
Add a Custom Change Role to a Custom Template?
Re: Change Management 1 month ago New roles cannot be added into the Template. Regards, Priya K SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice This is a response to another post but it directly applies to my conundrum. So the question I have is how come? I have a custom template and I have the ability to create a custom change management role but not the ability to add it into my custom template? Is this correct and if it is then how come? I'm running 9.0 Build 9008.
Logo on log in & incident page display
I am in the configuration wizard and imported the new company logo. I checked on "show & use this image" and saved. I want this logo to appear when a user logs in to Service Desk plus and also throughout their interaction with service desk plus. I've saved, logged out, logged back in and seem to not be able to bring the new logo up. Is there a different place than the screen below to add the logo to bring it up on all Service Desk pages?
ServiceDesk Plus Standard
Hi I'm new to this form of support, I am new to ServiceDesk & am having a huge problem..... When I try saving settings on the Self-Service Portal I keep getting a Error 500, some sort of Java Code & that's it, but every other version of ServiceDesk is working correctly using trial accounts and doing the exact same thing. All I was trying to do was to change the default locale & currency. I've tried calling support but I think the times they are open don't correspond with the UK. I hope someone here
Assets with scanned IP report
Hi, I am trying to generate a report of all Assets that have a scanned IP. If I do a report of all assets 'IP address' is not a selectable field. Similarly, I can have the IP address field if I make a report on say CMDB > Servers or CMDB > Printers but not on CMDB > All Assets. Has anyone got any idea how I can get this information into a single report? Thanks
Inventory of websites on a server
Hello, Is it possible to inventory the websites which are on a server (Linux and Windows)? It doesn't have to be automatically. I have tried to enter the information in the workstation extra fields and asset additional fields but they are not shown nicely. What I would like to have is a way enter information per website like: hostheader, path, version, email, ftp login etc. With the workstation extra fields and asset additional fields the information is not proppely shown. Kind regards, Emiel Kempen
Notifications
We use SDP build 8214. Is there some way I can turn off the notification that appears as a red rectangle with a white number in it on the button bar? Most of our technicians have complained that it is distracting.
Report Assistance Needed - Open Requests + Project Tasks per Tech
Is there a way to create a report that shows all of a techs Open Requests as well as all assigned Project Tasks assigned to that same tech? Thank you for any help you can provide.
Users add attachments
We have SDP build 8214 on both a production and also a test environment \where we test new services, patches etc before deployment. After deploying build 8214 about 6 weeks ago, both environments are identical. On the test environment, on a request page, the users can selecvt Actions/Add attachment. In the production environment, the Add attachment option is missing for users.
Connecting a service request to a project
I am building out our service catalog to address tickets that are not break/fix. I have a Professional Services category where we will direct end users to request projects, consults, reports development etc. In this categories I am working on a service template for a Project request. We have a form created in Word that I am trying to recreate in the template. Ideally once the service request for a project is submitted, and goes thru an approval process, we would want to associate it with the
Receive error when I try to upload a custom image for the Self-Service Portal Settings
Here is the error I get. 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) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274) org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482) org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
Modify report: avg. time spend to close ticket
I've got a report, avg. time spend to close a ticket by group SELECT MAX(qd.QUEUENAME) "Group", MAX(pd.PRIORITYNAME) "Priority", TO_CHAR(((AVG(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "AVG Time Elapsed", TO_CHAR(((SUM(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "Total Time Elapsed" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID LEFT JOIN WorkOrder_Queue woq
Why is no one contacting me for my support issues?
I have an issue with devices that keep getting re-added back into our asset database after I remove them. I DON'T want these devices in our database. I only want the computers that are in our active directory database (which I have set to re-scan daily), plus our ESX hosts (and VMs), routers, storage and network printers. Somehow I have two different support tickets for the same issue. I was told someone would be calling me back last week, and no one ever did. I have emailed several times, asking
Un-Archive Requests
We are using the Archive feature in SDPLUS 7.6 Bld. 7604 So its great! However we discovered a number of users have the wrong department. We have since fixed the department issue and no need to delete the old department entries. It seem though if the departments linked to a request it wont allow you to delete them. So we need to "Un-Archive " all the requests that are currently in the archive so we can edit them thus allowing us to delete the old department entries. Can support help?
Problem with requester name
I have two requester name duplicate, one user have tickets with 2 "requester name". I like delete one, but i need move all tickets from the users to delete to another user. I have ids these users .. if possible modify database with sql ???. Thanks
First Response Overdue Percent Report
We have been able to generate the data for the proper report, but we then have to import into Excel to create a pivot table with that information. We need a report that is grouped by Support Group and then list the technicians in that group. We would like to use the "First Response Overdue" to generate what the percent of First Response Overdue requests (both incident and service requests) we have had over a period of time. This is essentially a high-level summary report that shows each support group,
Delete Duplicate Fields in a Custom Change Template
How do you delete a duplicate field in a change template like "risk" for example?
The history of the text in the presentation for approval
Hi Is it possible to check the text message sent from: Action-Submit > of Approval? In the notification, click on the Action and choose Submit of Approval. In the description box, enter my text. Request for acceptance is sent but in the history does not have access to the text. I would like to know what was entered in the description field. If the Approval Type "OK" I have no information what exactly accept.
MySQL->PostgreSQL Restore Succeeded with Errors (wheres the logs??)
Hi everyone, I'm working on moving my ServiceDesk Plus installation and database to a new virtual server. The new server is running the same exact version of SD Plus as the old; however, the old was still running the builtin MySQL database and the new is on the PostgreSQL platform. I did a restore of the MySQL backup file from the old server to the new and everything seems to work; however, I noticed a bunch of errors and warnings flash accross the CMD window as it did the restore and I'm
HTTP Status 500 - error when saving settings
We are doing our first installation for ServiceDesk Plus. We are going through the wizard just fine, but when we try to save ANY changes in 'General\Self-Service Portal Settings', we see following 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)
How can I hide the request history
Hi Help me please i need to hide the request history for requesters. How can i do ti ? Thank you
Print relationships
It is very useful having relationships set up. It would be even more useful if we could print out those relationships. For example, imagine we have a business service hosted on server A, supported by support group 1 with team members A, BC and D. It would be useful to select (say) that server and print the services it hosts, the support groups and support group members.
Customer conversations with TO / CC fields
Currently when a technician replies / forwards a conversation they have the To and CC fields to send notifications / alerts so people are aware that a new notification is added to the ticket, but when a customer adds a conversation they don't have these fields so they can't "alert" anyone that a new conversation is being added. Our client asked us about this feature since they need certain replies on tickets belonging to their development group to be notified to a certain group of people (or maybe
Hide default status - Is possible?
Hi, i have 8217 version of servicedesk plus and i need hide default status from users (I use Portguese language), is there a way to do this to not confuse users with English and Portuguese similar status? Regards HOliveira
Error saving Self-Service Portal Settings page
whenever I click save even without changing any settings I get...any help please
ServiceDesk Plus 9010 Released
Dear Users, SDP 9010 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9010 SD-56592 : Unable to save Admin > Self Service Portal Settings for users using Standard edition of ServiceDesk Plus. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
LDAP import failure
Hi All I have tried to import the user from LDAP which had deleted before but it failed. It show LDAP import failure. Please help.
ServiceDesk 9009 x64 out of memory
after upgrading to servicedesk 9009 x64 version we are getting the below message and service desk in unoperational TxConnectionManager: throwable from unregister connectionjava.lang.OutOfMemoryError: GC overhead limit exceeded this our config # Initial Java Heap Size (in MB) wrapper.java.initmemory=128 # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=2512 machine is 8GB RAM 2008 R2
Installing Service Desk Plus
This is the first time we downloaded Manage Engine but it won't push through. After downloading we received this error message: And after clicking OK it will stuck in here and nothing happens: and when I try to uninstall it won't allow me Do we missed something?? Thanks.
Next Page