Extra username and password prompt before actual login?
Hey guys, I'm not sure this issue is due to: 1. A hack 2. A security update 3. The fact i upgraded to 8.1.0.7 recently The problem? Since a few days everytime i browse to my Servicedesk-site (locally installed on server), i get a additional password box: To be clear: Annuleren = Cancel in Dutch If i type in my username and password, no effect, the box keeps popping up again. I tried with and without the domainname... so, eventually i press Cancel on this prompt, and i'm brought at the home login
Auto-Email replies from SDP
Is there a way to select certain requesters from receiving reply emails from SDP. We have a few monitoring applications including OpManager which logs a ticket when trhesholds are met. When the ticket is created, SDP sends a notification to OpManager that the ticket has been created. OpManager does not have its own email address so Exchange then sends a reply to SDP that the user does not exist. The reply from Exchange is then sent to the technicians also. This is creating a lot of extra emails within
Tickets automatically being reopened
If I close a ticket, I will get a response that tickets was closed. A few minutes later the ticket is reopened. I don't know why it is being reopened. Nobody is replying to the message. Ideas?
Notifications/Status Update Request
Hello, We would like to request a feature within ServiceDesk Pro. We will be having scenarios where incidents will be created, and will require the assigned technician to provide status updates (notes?) after certain periods of time have elapsed, similar to the SLA type features. Example: - User Submits Ticket with Severity 1 (90min) - Ticket is assigned to Technician. - After 20 minutes the technician should get prompted or receive some type of notification to update the ticket with a note - After
technician-request
Good day, colleagues! I have a question for you, If i'm a technician and have made several requests, then when I'm making myself a guest my request made as a technician are disappearing. What should I do?
Windows Server Licencing
Hello, I am looking for the best way to manage and report on Windows server licencing in SD+ We have a mixture of server versions 2003 Standard 2008 Standard 2008 R2 and 2012 R2. We currently have more instances of Server 2003 installed than we have 2003 licences for, however we are covered from a Microsoft Licensing point of view as we have more than enough Server 2008 licences to cover them. Likewise 2008 R2 and 2012 R2. When I run the Purchased v Installed software report it shows under licensed
Custom Report for Assets
Hello, I hope someone may be able to help. I am looking for a query report to list all assets including the following fields: Purchase Date Purchase Cost Product Type Asset Name Serial Number Location Site Asset State Many thanks Paul
enable / disable depending on your technical work shift.
I can create a table for each technician hours depending on the shift having that workweek? I can disconnect a technician assigned to one incident for a few hours or one day? Thanks
Duplicate Requestor
We had an issue with our email server and since then, we have duplicate requestors with different login IDs. The original lists their AD profile/user IDs. The duplicates have their email address listed as their sign-in ID. In addition, a large number of Dist Lists also came over as Sites. I went through the entire list of Requestors and deleted the duplicate entries that were wrong and did not contain all the information (Site, Dept, etc). When I view the list of Requestors, there are no duplicate
SD trial error
Dear, i'm trying to install and evaluate the latest sd version. I can install it but when i start the service, appears scrren and in the blue line the steps that are executing. after 30 minutes there are dots without starting the program. what we can review? I'm using a windows 7 32 bits computer and sqlserver express 2012 to evaluate it. spd
Single Sign-On Issue
Hi, I've found about this issue a few months and I need your help. Many users in company have been facing the login issue that SDP shows a 'j_security_check' error on IE (7-9). Some computers can fix by updating some registry keys (LmCompatibilityLevel, NTLMMinServerSec) but some don't work. Do you have any ways to help me solve this issue, please? Thank you
How to Import CIs with used by EmployeeID
hi all, how can i import assets/CI's with used by Employee ID, currently it takes requester name, if matched it will assign to requester, else it will also create new requester and assign the same. what happens if there a spell mistake in requester name or if we have more requester with same name, Simple Question. It can be possible to link with Employee ID ? with regards, Anand
Technicians in each Support groups
Dear, SDP Support Team I found a way to check what's the Support Groups of the technician they are associated. By clicking Admin->Support Groups->Select Group that I need to check then I will see Associated Technicians in each Support Groups. It's very useful for my audit stuff. But my problem is when I need to check all of Support Groups, I spend a long time to perform this task. Could you please create a query report that show all technician in each Support Groups. Thanks for helping me Best
Unable to Change Database from Mysql to MSSQL
I am wanting to update my ServiceDesk Installation from MySQL to MSSQL. I had completed the update to the most current build and performed a full backup of the database followed by running the change database script in the bin folder which successfully makes a connection to the SQL 2012 Server and creates the database along with the tables after the restart of the ServiceDesk Application. I then start the restore which is where problems start occuring. I run the restoredata.bat file and point
Custom Query for a New Custom Report
When creating a Query Report its obvious where the SQL goes and can be edited. What about a Custom Report. Am I able to create my own SQL statement to use as the groundwork for a custom report? I'd like to create a matrix report with data and grouping that is not available in the provided drop-downs. Thanks!
Software Query
Dear Support, How to query that shows Software Name ; "Microsoft Visio" WS Name WS Model/Type User Name Last Login Last Scan On IP Address Site Please Help. Thx & Rgd SRC034
Microsoft CRM and ServiceDesk Plus Integration
Hi All, We are planing to build an ITIL system and ServiceDesk Plus seems it will fits our requirements. But as you guess it can't support every functionality. For example we want to use Microsoft CRM to store customer list. So i am looking for an integration between Microsoft CRM and ServiceDesk Plus. But API seems very light; only create or updates tickets. Can we use API to query ServiceDesk Plus database or push data to ServiceDesk Plus? Any information will be help very much
Allow Privileged Manager to remove or update survey results
Use Case: Requester accidentally misreads the survey rankings and marks low when they meant to mark high or vice versa. After a conversation with the requester, a manager should be able to either remove or update the individual survey result.
Cant logon to Demo
Hi I am setting up a trial of ServiceDesk Plus I downloaded. I have installed the trial onto a 2008R2 server using the defaults, except for the port number which I changed to 8888. When i get the login page and I type in administrator and administrator for username and password, I just get incorrect username or password. They must be correct as this is the default install. Can someone tell me why. the firewall is off for the domain profile. What ports need to be opened? Any help would be
Need "notification to Group technicians" option for closed requests.
Currently when a request is closed, the only Technician Notification option is to notify a specific list of techs. It would be better to have the option where all techs within a Support Group are notified when a request in their group is closed. For example, if the Network support group receives a request and one of their technicians closes it, the techs in this group would all be notified that the request is closed. Other support groups would see nothing, as they do not work with those tickets anyhow.
Restored database and now Helpdesk hangs on startup
Hi We had an issue with a server and had to reinstall Servicedesk plus. We have installed servicedesk, which worked fine. Logged in as default login, re-added the license and then logged out and shutdown servicedesk. We then ran the restoredata.bat, which seemed to restore ok. Now when we try and restart it, it hangs on the splash screen after getting about 90 of the way through and if I go into startout.log in the bin folder, it keeps coming up with requestScheme is http every 3 secs. Any ideas
Facing two issue in service desk plus version 8.1.0 Build 8107
Problem 1: I am unable to take schedule backup since a month i just notice today that backup is not created ... As it was working fine earlier. Problem 2: My resolved request not automatically closed after 2 days as it was closed earlier after 2 days. waiting for your reply. Regards MAJ
ServiceDesk Plus - Assets Permissions
Hi, We are currently going through a transition of auditing all of our assets within the business and moving them from our own in-house asset tracker system to the assets feature in ServiceDesk Plus and have encountered one problem; I have SDAdmin permissions on my account, and when i look at the assets currently entered into ServiceDesk Plus, it provides me with the name of the asset which i can click on and edit. I'd like everybody in my team to be able to do this without assigning them full
How to remove the service field in service catalog
Hello, We are using servicedesk plus 8.2. In Admin->Service Catalog->Email to test the ADD NEW FIELD,i added one field named as 1. I was able to remove from the service preview(Right side) but the field 1 appearing in the service fields(left side) of form designer. Is there any way to remove that field 1 from the service Fields permanently? Regards, Rajeshkumar Srinivasan.
User DOMAIN for Service Desk Plus API
I am using the Servlet approach to adding a new request into Service Desk Plus. Here is my string: https://assist.optimation.co.nz/servlets/RequestServlet?operation=AddRequest&username=username&logonDomainName=ONZ&password=password&requester=TestName&subject=TestSubject I am getting the following error: FailurePlease specify the DOMAIN to which the user belongs to What is this error reffering to, and where can I get the value of the DOMAIN?
SDP Import EmployeeID from AD
Hello to all, is it possible to import EmployeeID from AD automatically? At this time, we use a CSV file to import in SDP 7.6 but I know that in SDP 8.0 is possible to import additional fields from AD. EmployeeID is a SDP application field and I dont see any way to import like Title, email, etc. Thanks in advance.
Manager Notifications - Service Desk Plus
Hi, this might be a stupid question but does anyone know if it is possible to configure a notification to be sent to department/site managers on creation of a new ticket? We have several managers who are very "hands-on" and like to keep tabs on tickets when they are raised. I can see how we can notify technicians using business rules, but no way to do this for requestors...
Configure external access!
I wonder what should I do so that applicants from outside of my network possão ultilizar aa web interface from other locations
CC not provided - Error when reply on "Your request has been logged with request id...."
Hi, there seems to be a bug in the latest version when answering via email to a ticket lodgement confirmation. The system adds in the CC field "not provided" and you have to manually delete it to be able to response to a ticket. Steps to reproduce this error: 1) Send a email to the "Service Desk Email Address" e.g. support@yourdomain.com 2) Wait for the confirmation mail "Your request has been logged with request id #1234" 3) Reply to the confirmation mail of above and send it 4) Login to the the
retrieve user password
How a user can retrieve the password to access the call?
Scheduler: "Move requests to unassigned state" not working
In Scheduler, Technicial can set Backup Technician assignment rule for upcoming requests during his Leave. However, the "Move requests to unassigned state." doen't stick. You can set it, hit Save and get a Process completed succesfully -message, but the value doesn't actually get set and remains in the original setting if viewed again. Regards lakend
Rest Api issue GET_REQUESTS
Hi, Could you send me examples of how to refine the search by using the "GET_REQUESTS" operation? as would be the XML with the following filters: Open_User, Pending_Approval. I used: <Operation> <details> <from> 0 </ from> <Limit> 50 </ limit> <filterby> <Open_User> API </ Open_User> </ filterby> </ Details> </ Operation>
Cannot delete a category
I am attempting to delete a category but receive the following error message when I do: Category is being used by a module. Hence cannot delete it from database. But it has been marked for no further usage.
Multi Domain Support authorization
Give an example of setting subj I configured ldap connection domain1 and domain2 and imported user accounts I could not configure authorization from both domains work authorization only one domain host os centos 6.4 SD + 8.2.0 Build 8217
Device Serial Numbes missing
Hi, We are trying to add Brocade FCX switches to our IT Assets, but after the scan/discovery a lot of information is missing, mainly the serial number of the device which is the most important field. Is there a way to fix it, i know the OID for it, can we add that OID to ServiceDesk to get this info? TIA ~Mani
Automating Document Requests in ServiceDesk Plus
This customer request had me scratching my head for a bit but I suggested the following approach to help solve it. This particular client is constantly being asked by users for details of how to locate key company documents, such as the latest terms and conditions for example. As they were the person 'in the know' they were constantly being bugged to provide the information (yes I'm afraid users can't be bothered to look back over their email queue - shocking!). As a result the client was looking
How to dump a report of the Solutions.
Hi, I'm looking for a way to dump the solutions to a csv or xls file. I do not see a way to do that in ServiceDesk. What is the best way to get the data from the Solutions module? Thanks, Mark
Implementing SSO without using the script to create an AD Computer Account
Hi, We are in the process of implementing ManageEngine Service Desk Plus in our organization. Our company is part of a group and our Active Directory is managed by our Corporate IT. We have sent them the script provided to us by our local supplier that we are supposed to execute on our AD to enable SSO for ServiceDesk plus. Unfortunately, our Corporate Windows Admin and our Security team does not allow executing any script on our AD. With this, we wanted to find out if there is another way
Default Administrator password not working after initial install
Hi, We have just installed ServiceDesk Plus to try but the initial password stated on the site (username: administrator, password: administrator) is not working. We get the error "Username or Password is Incorrect". This is a fresh install on Server 2008 R2 and we have not set up any passwords during install. The same is also true for the guest account (username: guest, password: guest). I've search the forum but have only found details on how to reset the password from SQL database. Is there someone
Mail fetching email command
The E-mail Command is not working. Every email is being fetched, but i only want " E-mail Subject contains" "@test@" but that doesn't work, am i doing something wrong?
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