Issue for enable robo technician
Greetings. When we tried to setup SD+ with the 64bit exe, and tried to apply our license with Robo Technician enabled, shows that the RT function it's not available, but, if we setup SD+ with the 32bit exe, the license applies without issues, enabling the RT function. We tested the above with Win 2008 R2 64 bit env. Do we need to request a correction in our license? Regards.
Linux Question for SD+
Hello All, I have a few questions about installing SD+ on Linux. 1.) Can you use AD authentication on Linux? 2.) Can point the installer to an external database? Thanks
E-mail Id(s) To Notify can we change the name of this field?
everyone in my company puts their own e-mail address here. They don't get it that its to notify someone else. I would consider changing this field name.
Control
It is possible to control the handling time achievement for a company? Example: 1 company hired 20 hours per month, however she wants to follow the hours needed to complete the 20 hours that current month. Each service provided to the Company 1 decrease in contracted time. Why I can report the hours completed at the time requested. Is there any version that controls this type of calculation?
Adding a database instance as a Configuration Item
Hi, I'm currently populating our CMDB and things are going swimmingly, however I am trying to add database instances as configuration items so that I can then build relational links and can't for the life of me work out how to do it! I can see MSSQL existing as software, but I am really struggling to create (for example) Database instance DB1 as a CI type = Database, existing on SERVER1 (CI type = Database Server) etc. Can anyone point me in the right direction?
Autopopulation of a field
Hi, I need to autopopulate a date field in a request based on when another field is populated. Is there a way that this can be done? Thanks, Jonathan
New Support group not visible as a choice
Hello; I am struggling with an issue that appears to be a bug. I have created a new Support Group via the admin tab, and can see the group if I look for it via the admin tool. I have allocated technicians to the support group, including myself for testing. But I cannot choose this group from the group dropdown. We are on version 8.2.0 build 8201 - I have looked through the release notes of later versions and have not found anything that appears to resolve this issue. As you will see by the screenshots
Email auto parsing
Hi all. I work at a school and I am trying to configure email auto parsing but not winning! We have 2 technicians, 1 for primary school and 1 for high school. Also a maintenance manager. I have set up 3 Support Groups - PrimarySchool, HighSchool and Maintenance. What I need to to is to auto assign a ticket to a support group with the subject of the email. for example: Subject: "PS" -> assign to "PrimarySchool" support group Subject: "HS" -> assign to "HighSchool" support group Subject: "Maint" -
SDP API_C#
Dear all, I'll trying to add an API to our SDP which will quickly register new tickets that are somehow very normall or in a sence Quick to solve. The idea is to save more time for registering such tickets. I'm going to develope the idea in c# and we have our SQL server database as well. Now the question is here, with Servlet API in SDP do I need to have XML files ,in background, as an input for the standard text box which suppose to insert UserID or simply I can use Data Controls (from Visual studio's
Cant open Web Portal
Okay. Im running an Eval on the software and so far managed to get most aspects working. How ever, I cant get to the web portal from anywhere but the server running the ME.Server it self. Any time I open msie and try to connect http://servername:8080 it finds the server, then waits, then fails.. I know Im missing something, but I cant see what. I can ping the server from the client machine. I can browse to it via Explorer. Any ideas?
Remote software
Hello Guys, I was wondering if you could shed some light on an issue we are having here. We have Ultra VNC installed on our 200+ machines as well as the manageengine audit tool with the meeting software however we cannot remote on using the agent or VNC as an error occurs. The VNC option looks like it connects but gets stuck. The only firewall we use as a business is F-Secure and we do have a group proxy. Any ideas?
Rule to prevent Request Closure until associated Change is completed?
I'm configuring our SDP install and am wondering if there is a way to prevent an Incident Request from being closed before an associated Change Request is completed. I can't seem to find a way to do this. I'm thinking of something similar to the Associated Tasks closure rule. Is this possible?
site cannot be added
I am attempting to add a second site and I get the following message FAILURE :One of the value with which the site is added depends on an object which does not exist. Hence this site cannot be added. I am not sure where to go from here. help appreciated.
new requests: Moving across tabs via url
Hi all! I'm using 3d-party application 'RoboForm' for quick fullfilling filelds in the new requests with constant and equal information each time. RoboForm needs exactly url of the page where the inserting fields information is situated on. Now I'd like to know how can I move across the tabs within one html-page with opened new requests? I means red underlined tabs. If I don't mention it in URL I get an error in inserting data via RoboForm cause nessessary field are absent on starting(default) opened
Not send mail
hello, no notifications are sent, SMTP settings are correct, port 25 is open. Sending logs: [22:20:32:329]|[01-15-2014]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[36]|: Exception while trying to send notification for Request ID : 7|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1298) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:770)
CMDB map
I'd like to create a map of my infrastructure with the existing data of the CMDB, do you have any suggestion? Indeed CMDB is great and you can get a good look of the relationship between objects however I'd rather be able to use those data (or else export) to a more flexible solution so I can create a full map. Looking forward to hear from you!
App windows phone
I need app for windows phone to serviceDesk plus. Please help me.
My Requests Summary
Hi, How can I remove the items under My Requests Summary area in the requester home page ?
SDP 8017 "Pass-through" Authentication Problem
Hello. I've installed SDP 8017 on Windows XP Pro in my local domain. But i didn't find any solutions for "Pass-through" Authentication. Import requestors from AD works fine. Authentification from AD also works perfect. Pass-through authentification option enabled successfully (computer account on DC is created and password to it set right). But then i try open SDP URL in browser apear a window with login/password request thereafter follows redirection to login page. SDP 76011 with the same parameters
sending payment due notification
Hi! Good morning! We are using Service Desk Plus and I am having some issues with the purchase tab. There is an option there to add invoice and send notification if the payment is already due depending on the number of days you put in the textbox. Unfortunately, I have not received any notification for due invoices. I checked my account and my email ID is there and its correct. Please check into this.
Missed importing the licence before expiry date
I missed importing the licence key before expiry and now the server won't start. Is there a solution to this problem?
request closure by user
Is there a way to give users right to close the request? We want to make the following change in our SD: -tech sets the Resolve status -requester receives a mail (we add a link in resolve-template) with http://sd/CompleteRequest.do?woID=11111 -if he agrees, he clicks this link so the request closes.
UDF Text List not working with API
Hello all, We migrate our Helpdesk for the last version, and something is not working properly. We have a UDF Text with a list items. And I need set this item when inserting a new incidente by the API. I try put the "name of UDF item" or"text1" in the URL but not working :(. What I need put in the URL for this UDF TEXT list Item to set automatically ?
ServiceDesk hangs on startup
I installed SD a few minutes ago. The Progress bar stops at about 90 percent and nothing happens. Yesterday i tried it and wait about 2 hours but nothing happens. Today i installed it again.
notifications auto reply
Hello I want to use notification for auto replying an email request (that is opened without group and category) so i reply to the requester to fill group and category,can you show me how. Thnx
Priority Matrix vs Business Rules
Hello, We have created a priority matrix and selected that technicians may not select or change priority. However, we also have special cases, for exampe, we have a Request Type called "Major Incident" anad we defined that it is mandatory that all major incidents have Priority 1. Likewise, a Request can't have priority 1 and so on. For that matter, we created Business Rules, but they are not working properly. So the question is, to which instruction will the Service Desk Plus give priority, to priority
Auto Assignment not working
I set up a business rule to assign a technician when a ticket is created from a Requester's name. An email arrives and a ticket is created and unassigned. The system will not assign the new ticket. I have enabled the business rule The Request is raised from the same Site as that of the Business Rule ( The site is blank) The request that is coming in matches the criteria of the Business Rule And the option Override the Request values with Business Rule value is checked already! Any thoughts
Different groups, different emails
I've got few support groups, but when SDP+was implemented, we've using only in IT dep, by now, this SD service needs to be implemented to a different departments, such as security. So we've created another email in Exchange 2010 called sb.support2@company.com that is forwarded to it@company.com (primary email in SDP+) I've made some settings in group - screenshot 1.jpg But run into few problems: (when I send email to a sb.support2) 1. No email notification uppon registration\editing\etc.. request
Apply Asset Field to Incident Template
In our environment the majority of our assets are tied to Departments and not Users. We would like to add the Asset field to an Incident Template so that when an Incident Request is entered the user can select the asset associated with the request. Is this possible? I know that after an Incident Ticket is created we can edit an Asset field at the bottom of the ticket summary but I would like to be able to specify the asset at the time of ticket creation. Thanks Scott
API to fill in a Service Catalog
Can I create a request (the request is actually a Service Catalog request) and populate it, specially the User Defined Fields (UDF) from the Service Catalog. As I can see from the configuration wizard there is API for: reqTemplate and UDF Alias Name, does the reqTemplate include Service Catalog template ? Thanks for your help
Technican problems
We originally ran out of licenses and I imported several additional technicians. I now need to make these technicians able to login to the system now that we have purchased additional licenses but it does not appear to be pulling the login and domain from AD when importing (those fields are blank in the requesters tab). I also deleted a technician and need to re-add this user to the system but the account does not appear as a requester when importing from AD
Editor UI toolbar incorporate Zoho enhancements
The editor UI toolbar that is used here in the Zoho forums is far more enhanced than the one in ServiceDesk. It would be nice to use the same toolbar particularly in these areas: Strikethrough Subscript Superscript Font types Font sizes Indent increase/decrease Clear formatting Insert Image - Enhanced capabilities Insert Hyperlink - Ability to choose hyperlink types such as file, ftp, https, http, etc.. Insert Table Insert HTML Insert Code Insert Quote Switch to HTML source view (Note: available
Feature : SDF-46258
In ServiceDesk Plus 8.2, Does it has feature SDF-46258? Thank you.
Reply the email
I have a question about the response e-mail when a person was included in the request. In the so-called System (Service Desk Plus) has an option that when the applicant answer the system will read your answer and apply an action as configured. But when someone has called and copies in this reply the email system is opening another call, how to solve this?
Unassigned Requests - Email notification
Trying to understand on how to get Unassigned Requests email selected Technicians as a notification. Been thought the notifications, and have enabled "Technicians Notifications" and "Alert the following technician(s) by e-mail when a new request is created." But it isn't emailing the selected technicians. SD+ is fetching email via POP.
request by mail problem
when I open a ticket via this email is created but they do not sell set fields. I set the special symbol but the commands are displayed only in the notes
ManageEngine service desk Server fails to start .
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
Asset appear on different remote asset explorer
Hi, Need some verification. I have few remote asset explorer server . Name it as Remote Server A at Site A and Remote Server B at Site B. There is few notebook install using Remote Server A agent. It does report to Remote Server A as expected, but then if the user bring the notebook to Site B. I can see the notebook in the Site B remote asset B. I had confirm that the agent registry is reporting to Remote Server A. Remote Server B is configure to scan at 12pm. Question is how is the asset were discover
DueBy Dates on Incident Template?
Maybe I'm just missing it, but I can't find how to add the DueBy Date field to an Incident Template so the requester can enter it. The only place I see to add that date is to view the request as a technician, click to edit the request and then the DueBy Date shows up. Thanks!
Report - Mac addresses
HI I am wanting to do a report thank includes the machine names and the mac address for each machine name. How can I do this?
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