Import user from Active directory
Hi, it's possible import user from 3 different active directory in Service desk? Tks Matteo
hot to assign skillful hours per technician
The helpdesk has the Capability to assign skillful hours per technician? How can i do that? Thanks.
Notification of SLA violation before it occurs
Notify technicians at a pre-configured interval before the SLA is violated.
Color Palette Not Working
What am I doing wrong. I have set the color palette for various "Status" yet it does not show up under the requests tab. The status is all the same regardless of status category/type. Why have color palette if it's not going to give you that color view at a glance capability. Help - would like to have on-hold show as different color as open. Thanks so much Jackie
import assets
hello is there a way to import assets all at once without having to import each type on its own, and the type will be assigned in the csv file
ASSET FILTERING BY SITE ON REQUEST TEMPLATES
Hello, the asset combo on request template is not filtering by the site associated to the requester. The requester can see all the assets on the CMDB and all the sites. SERVICE DESK PLUS ENTERPRISE versión: 8.2.0 Build 8212
Scheduler/Support Group/Backup Tech.
I like the backup tech option in the Scheduler but I'm wondering if this is possible: We have techs that are in multiple support groups. I'd like to have the option of selecting a backup technician based on the support group instead of a global backup tech. Eric
SDP 9.0 installation
hello i installed the version but it wont start , it's stuck on "application layer started" what can be the problem? i'm using the PostgreSQL
Confused - Recommend vs Approve Change
Hi, I'm slightly confused by how the Change approval process works in ServiceDesk. Example, I add a CAB member and 'send for recommendation'. At which point this technician approves the change and I get an email saying 'Approved by .....' Then when I look at the change it shows the CAB member recommended the change but it hasn't been officially 'approved'. Instead it would appear this CAB member has to log into ServiceDesk and manually approve the change twice. Can anyone clarify how the Change
ServiceDesk 8.1 doesn't send any Technician Notifications .
Hi, our ServiceDesk doesn't send any Technician Notifications email . Here is a part of serverout.txt log with the error: [16:20:20:410]|[01-22-2013]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[21]|: Exception while trying to send notification for the request.|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1405) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:897)
Add feild to Available Columns in custom Report
Hi. In the reports tab, how to add more columns in the "Available Columns"?
how to change the text displayed on the Approval link
Hi, We need to change the text displayed on the email (instead of the full URL) for approve requests...Is this possible? Thanks.
Backup settings
Hi, I want to backup my settings to transfer them to another server. Is this supported, or can I backup data only? cheers, Hans
Upgrade from 8.0.0 build 8017
Hello, We're running ServiceDesk Plus 8.0.0 Build 8017 and wish to upgrade to 8.2 Build 8214 (the latest at the time of writing). Could someone advise on the upgrade path needed? I understand it has to be incremental but am unsure of the correct procedure. Thanks.
Reply Template
Hi, is it possible to add an attachment to Reply Template ?
API for requests
Can you make an option, when request is created, SD by itself is going to ip:port (server #1) and transfer request details. Can it be solved?
Change Management Workflow Approval
Dear Dev Guys, I would like to know wich version of SDPlus has the change management workflow approval? I woudl like to buy, but first i need to know if it handles it. A change need be approved only when all of the cab members approve the change. Thank you Danilo
Bulk Upload of Solutions
hi..we recently moved to ManageEngine SDP. We want to migrate the tickets and resolutions from our old helpdesk system into SDP as solutions. is there a quick way to do a bulk upload, or import into solutions? please suggest. -Ashish
Can we add the other requester information into the "Requester Detail" section in request form?
Dear Support, I've got the question from my customer while customizing the incident/request template about they need more requester information which defined in SDP such as "Employee ID" or other additional fields such as the unit that requester affiliated with i.e. "Division","Section" or even the "Nickname" Can I add these data in the "Requester Detail" section of the incident / request template? and How to do so? Best Regards, Narin Chaipredanan
Importing Closed date not working
Hi guys, I've got an issue where Im trying to import closed tickets from our old ticketing system, however the ticket closed date is being updated as the date/time of the import, indicating to me there is a problem with that date field. This is an example of the field: 04 Sep 2012, 00:00:00 can anyone see any issues with it?
Installation Notes for MSSQL 2008 for Servicedesk plus
Hi there, does anyone have any (in depth) notes regarding the installation of MS SQL 2008 for use with SD+? I have tried this a few times on a VM, but when I come to run changeDBserver, it doesn't accept the password. I have used the local administrator account for every SQL instance. I'm not too hot on SQL... and previously when I have installed it on my personal machine to test it's worked without having to install SQL. Are the newer versions different? Any help would be great Cheers
How to customize login screen
Hi, I use SDP Standart edition and I want to customize my login screen with editing on source code but I can not find the location of it. Please tell me where the location of source code login screen, so I can customize the login screen. Thank you. Regards, Ali
Using announcement feature
Hello, Is there a way to restrict using the 'Announcement' feature to certain roles (ie. not all technicians?). I only would like Admin users to be able to post announcements / or use 'Send email' feature on announcements. Any ideas how this can be achieved? Thanks. KS.
include request variables in task notification template
Can I include request variables in the task notifications? For example, I can get an email notifying me about a task that has been assigned to me, but the email doesn't tell me what reqeust #, subject, and requester the task is associated with. Is there a way to do this?
cannot create a request for this user
Hi, Getting an error on a couple of requestor's when entering a call for them: Error: You cannot create a request fo this user. The user belongs to a site for which you do not have access to. Have check everything and have access to site. However when i look at technician screen and sites associate with them i can't see the other site's only the not associated to any site. Any idea's on what to do. Thanks Keith
Setup Domain Scan to only Scan Specific OU's
Is there a way to setup domain scan to scan specific OU's and not the whole domain?
GET FULL DETAILS OF A REQUEST VIA API
Hello, A. Today, when a API call is made for 'GetRequest', the response does not contain information about the 'Resolution' part of the request/WorkOrder. When will it be implemented? B. Also it is not possible to get any information/link about a possible attachment to a file for that request/WorkOrderID. When will it be implemented too also? Thanks for an answer
Incorrect Moscow time zone
SD build 8213 Time zone should be GMT +4
Consumables in ServiceDesk Plus...?
I am looking to see when we expect to have consumables tracked in ServiceDesk Plus. I know that we have discussed that this will be added in the future, but that was back in 7.0, we are over a year later and really need to get some sort of time frame.
Updating service packs in ServiceDesk Plus.
I'm a new team lead of a project that has been using ServiceDesk Plus for approximately 6 years. I'm familiar with the software from a tier one Servicedesk Technician perspective but only recently been made an admin and the previous admin was not available to coach me through some of this. I've noticed that we are currently on Version: 8.0.0 Build 8013 and that there have been six service packs released since then. My question is this: How imperative is it that ServiceDesk Plus be updated? Our
Turning off technician auto assign
We are a bit behind in our updates (we are on build 8023) so updating might resolve this. However, an instance of SD that originally was running the Technician Auto Assign feature is being repurposed. I turned off the auto assign. But it looks like, when I manually enter a ticket (as opposed to generating a ticket from an email), after my business rules execute (which place the ticket in a particular group, and technician), something is coming in and overwriting the technician. After extensive
current status reporting
Hello; I am attempting to create a report to snapshot the number of request IDs a certain technician has 'now', and in what state (open closed etc). I can do this with SQL but this report is for an end-user with report access, they want to be able to change some of the filtering without having to resort to changing the SQL. However, the time filter within SDP's reporting tool doesn't seem to allow a 'snapshot' - only over various durations. Regards Alistair
technician evaluation report
hello i would like to have a report to evaluate the technicians in my company, so i came up with these indicators and if you can suggest more number of requests by technician (3 fields : open, onhold, resolved) percentage of resolving requests in the assigned period (average percentage of requests resolved on time) average percentage of the survey results related to each technician number of requests onhold without reason (no tasks, no reason for stopping timer, no approval pending,....)
Query report help
All, I have the following Query report that works ok, however I would like to amend this so that if the relationship type '31' is missing, the query will report a NULL/default value? Can anyone help to point the way on this? Many thanks Lorraine SDP Build 8200, SQL Server2008 SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",rtdef.NAME "Request Type",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",longtodate(wo.RESPONDEDTIME)
Imformation to Users regarding text colour in the latest version of SDP - 8200 Build
Dear Users, This post is regarding the User Interface [UI] changes that has been done in the new version of the product SDP 8200. In this new version the UI for the link present across the product has been changed to blue color font, in the previous versions of the product these link will be in black color font. This is a global change across the product. Henceforth this UI change will be implemented across all the modules. This is done as step towards standardizing the new UI across all the modules.
Copy/Paste problems
Hi, I have some problems with copy/paste. I did copy and paste content from Outlook into ServiceDesk Plus description field but it always show image under the content as below picture. Also, when i did copy the picture from any MS Office software into ServiceDesk Plus it always show blank frame with the picture that i copied as below picture. So please could you investigate this issue. Thanks, Sakarin
Help Desk URL
Hi, Can we change HelpDesk URL from http://servicedesk:8080 to http://mydesk. if it is possible please guide. Regards Tahir
Report - Requesters mail with active contracts
Hello dears, I would like to create a reports with this information: --> Requesters mail with active contracts It could be in a .txt file or a Select on my database, wherever... thank you
Status Change Report
Is there any way to get report in following format: SD# 1234 PERIOD From Date To Date STATUS 30/09/2013 10:07 PM 30/09/2013 10:10 PM Acknowledged 30/09/2013 10:07 PM 1/10/2013 20:10 In Progress 1/10/2013 21:07 1/10/2013 22:10 OnHold 1/10/2013 22:07 1/10/2013 22:24 Open 1/10/2013 20:07 7/10/2013 23:10 In Progress 7/10/2013 22:07 7/10/2013 22:34 OnHold
Configuration Reports
We would like to see configuration reports made available through the reporting module. Some examples are reports we could craft for the requester table data, products for the purchasing module configuration, and vendors for the purchasing module. Thanks, Craig
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