Business Rule - place in group not working
I have a rule. If Department is "Department Name" assign to Technician "Tech name" and place in group "Group Name" The Assign to Technician is working fine but Request isn't getting placed in the group. I Have one site with 120+ Departments. Thanks for any help
Database Question
Does anyone know if things like the status of the Mail Fetching service is stored in the default MySQL database? My goal is to get the status of this via a script but the API doesn't expose the Admin module. Any info is appreciated!
How can i automatically associate incoming incidents to an open problem
Hi guys When we create a problem this Problem ID is sent out to relevant business affected users. If the have the problem they included the Problem ID in the incident request subject they send in (via email) Is there a way i can have SD automatically associate this incident to the problem and set the request status etc. I am aware i can use business rules for the latter but have yet found a way to do the former. Any suggestions would be great Thanks
SDP - No method for cleaning up archived work orders?
I have a running installation of SDP (8.2.12, Windows server 2003, MS SQL server 2008) where we have been archiving work orders. My installation has become unwieldy due to the number of archived work orders, inline images, and attachments. Enraged by having to wait through a 30-hour FORCED internal backup to get from 8.1.21 to 8.2.12 due to the large size of my installation, which I DO NOT NEED (app directory is backed up, so is my SQL server database), I reached out to support to improve this
Vendor List
I have been tasked to update our ServiceDesk Plus, and maintain it with all of our information. I spent hours updating our Vender List only to find out, that none of my technicians can browse this list. It would be nice to have a tab across the top with a link to a list of vendors that I entered on the Admin tab > Vendors. Or maybe a link to it under the Contracts tab. Just anywhere that one of my techs can look up to find the full contact info for a vender. Even on the Contracts tab, for a contract,
Export information of clients
as can be exported to an excel clients and their respective information in the Service Desk?
Replying to a Request will not allow image insert
Using SD Plus ver 8.1 build 8106 under Notification Rules > Replying to a Request > Customize template we are trying to create a signature with a Company logo at the bottom of a standard reply (global use). Text, hyperlinks, values all work, but we cannot add a small JPG or GIF in Rich Text HTML format. Signature images work fine for individual users in the personlize section signature setup but the goal here is a common gloabl reply with signature which includes company logo. Anybody else had
Adding department automatically
Hello! As far as I know, Service Desk API can't add departments. Can I add departments directly throught DB? I use queries: SELECT MAX(CIID) + 1 FROM CI; INSERT INTO CI (CIID, CITYPEID) VALUES (...); INSERT INTO BaseElement (CIID) VALUES (...); INSERT INTO DepartmentCI (CIID) VALUES (...); INSERT INTO DepartmentDefinition (DEPTID, DEPTNAME, CIID) VALUES (...); This creates the department. But when I try to open a department error occurs (HTTP Status 500). After editing of any department the error
HTTP Status 500 when completing survey
Hi all. When users try to complete a survey on ServiceDesk+ Enterprise (version 7.6.0 build 7606) they receive the following error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.survey.SurveyDetails_jsp._jspService(SurveyDetails_jsp.java:190) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Adding additional fields to Service Caterlog
Hi. I have created an additional field called Brand. This is to capture differing information per person that is not held in AD. I have created as a pick list multiple options. Have set as mandatory for the requester. When they log a request and it has been resolved i cannot close the request as it says the field cannot be left empty. This is not the case and the field has been chosen. Can some one advise how this can be overcome?? Thanks
Quick Create - Add Field
can i change the quick create field so that a required field is assigned technician or if the technician logs in and creates from the quick create it automatically assigns that technician. basically we would like to be able to use the quick create option, but dont like how it is unassigned
Upgrade to 8212 may have broken API Attribute "requesterEmail"
We have an app that has been submitting tickets to SD+ for several years with the attribute "requesterEmail" to set the requester. The app uses a technician account called "Self Service" to submit via API. But after upgrading to build 8212 yesterday, the requester is now being set as the "Self Service" account, rather than using the "requesterEmail" value we're sending. Nothing has changed with the app submitting the API attributes. Is anyone else using the API value "requesterEmail"? If so, have
Active Directory Integration Username or Password incorrect
I have recently installed SDP 8.1 build 8119 on a Windows 2008 server. The server is associated with a domain and can communicate with the domain controller. I have successfully imported the users from AD and have enabled Active Directory Authentication. However, when I attempt to log in using an active directory account I receive an error saying "Username or Password is Invalid." I have confirmed the username and password is correct and I have also confirmed the user has permissions to log in to
Double up email all email recipients
Hi, I've got a strange issue with some tickets. E.g. attached screen shot. When I click reply, the recipients emails get doubled up. The ticket is not merged or anything similar. I checked the original email in the inbox (copy kept) and they are all in there as single, so no double typos ether. Latest version 8213 is installed on Linux and I just restarted as well. Kind Regards, Per
Total Time Taken in Request->Worklog is wrong
Hi, there seems to be a bug/miss calculation with the "Work Log Details" In Request see attachment. The bottom calculation "Total Time Taken" seems to be calculated on the visible items. As we have have in some Requests more than 50 entries, the drop-down box would even not allow us to quickly review the "Total Time Taken" without creating a report for the Ticket. Please see attached screenshots. Software Version : 8.2.0 Build 8212
problem privacy
hello i created multiple support groups in SD+ and it provided the privacy i need for requests, but technician can still access problems and changes from other support groups, so how can i prevent this from happening
Reporting To field clearing after AD import
Hello, We are seeing an issue where we had to manually add each user's manager to the "Reporting To" field as there doesn't seem to be a way to import this. The issue is that when AD auto updates the field gets cleared. Is there any way to auto populate this field or prevent it from getting cleared when the AD updates?
contract invoice
hello how can i add an invoice of the contracts i made, like internet service for example, so that it can be showed in reporting thank you
Report: Open Tasks on Active Projects
Anyway to link not just the Projuct ID and name but also the Project STATUS, so I can run a report of open tasks relevant to projects in a certain set of Status' (such as OPEN vs. Scheduled)?
How to link Purchase module details with CMDB module thru machine serial/tag numbers?
Dears, I would like to link my purchase module details with CMDB module which is very helpful to us and less time consuming to update. I am hoping to do the same thru machine serial/tag numbers which is automatically detected by the CMDB, I just don't know where to include the same in my Purchase module so that CMDB module will capture the details and publish the information automatically. Many thanks, Dawood E.A.
Adding services in a Service Category under "Service catalog" does not display added services.
Hi, I have noticed a strange problem. Here is my situation. Installation Details: Service Desk Plus - Enterprise edition Location in : DMZ OS : Windows 2012 R2 STD.(Virtual Machine) Backend - SQL Server 2008 R2 Location : Behind Firewall Log into ServiceDesk Plus (Enterprise edition) as admin Add a "Service' under the "Service Category" in "Service Catalog". Make appropriate changes and save. Go back into Service catalog the newly added Service is not listed. Logout Login as a local admin (not
Original Email styling stripped
Hello, When we receive emails into our helpdesk system, it looks like it strips all styling that was on the original email. This is especially noticable when someone submits an infopath form that has check boxes, radio button, and a people picker field. The buttons become symbols, as do the check boxes. The people picker result is completely stripped out and added as an attachment. I was wondering if there's some backend option that we can enable to keep all original styling so this problem doesn't
Auto printing an incident with certain category or text.
I don't think it is possible right now. Alternative solutions suggestions is also appreciated. Case: Some incident with an specific category (business rules?), should also be printed to a printer when created. (a installed printer on the server). This would work as an active worksheet printing for tasks that 3 party should perform. In our case laying a network cable at a specific location (example our halls), so that the network staff can perform the configuration afterwards. The people laying the
purchases and contracts
Hello I have some vendors that provides some services like installation and cleaning so how can I document it in SDP, cause purchase order and contracts it deals with assets and this is not an asset Any suggestions ? Thank you
Problem on Request workflow
Dear Support Team, I have tested setting workflow on the service request template by check the checkbox "Do not assign technician before Service Request is approved." as you see the picture below: When I create new service request using this template, I can assign technician before this request is approved as in the following picture Please help solving this problem Regards, Narin Chaipredanan
Help for users
I'd like to suggest that admins be given the ability to provide help pages to their users for each service or incident template they provide. These pages should be customisable to be specific for each separate form and should be selectable either by a prominent help button or by clicking a tab. The help text could be displayed below the form as is done in the admin wizard pages. Users should have the ability to turn off the help pages if they so desire.
Change Templates
How soon can we expect to see "Change Templates" released?
Not-Auth for assigned to on dashboard
when the requester click on request dashboard, the column assigned to is showing not-auth. but admin can see the assigned tech. where do i allowed it ? my Version : 8.2.0 Build 8203 thank you for any help. good weekend.
how to add each user's manager
Hello, We're trying to find a way to import each user's manager into ServiceDesk Plus. We will need manager approval to process the user request/issue. Is there a way to do this?
Change list view - "Change Type" field strange display behaviour
Hello. I am experiencing a strange problem in the change list view with the "Change Type" field: I have a Change Type that is called "Risoluzione Problema RIlevante" appears repeated twice (once truncated) in the list view. SDP 8212 Enterprise+MySQL. See picture in attachment. Thank you. Federico.
Service Desk Plus no starting
Hi I have this issue. When I try start the Service Desk Server, I am obtaining this error: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru n.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerIm
change
hi, i'm using sdp professional edition and I don't khnow how to manage a change(IMAC) can you help me? thanks
Error Scan the network in 8213
Hi, After upgrading from 8212 to 8213 by clicking Admin -> "Network Scans" page is displayed incorrectly. The problem relates to IE, Chrome, Firefox. Chrome & Firefox IE
E-mail notification about Due by date
How to modify e-mail notification about Due by date what's accepted by my superior...?, in Notification Rules I cannot find its topic about that. Thank's
Asset Scanning Problem
Dear Team I am using Service Desk Professional and have problem in scanning some of the machines at location . Machine ip is pinging from Service Desk Server / Machine c$ is accessible Machine file sharing is on Firewall and antivirus is off in the machine can you help us in diagnosing the problem . Regards Manish
Microsoft Windows Server 2003 vs 2003 R2
I have noticed that when I scan servers in as assets, the system is not distinguishing between Server 2003 and Server 2003R2. Is there a way to correct this?
Deleting issues - Assets
We have 6 assets that we can't manually delete in the Assets module of ServiceDesk Plus. This is the error message: FAILURE :Exception while processing the request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. How can I delete my assets?
Creating Signed Forms/Contracts within Service Desk?
I am still getting used to SD, so if this feature is already available, I apologize. In our business, when we deliver new equipment to an end-user, we have them sign a piece of paper stating which piece of equipment they're getting (i.e. laptop, WWAN card, etc.) and scan that paper into a NAS location. Is it possible to do something like this within SD? We are about to start delivering several new Win7 64-bit machines to users, and it would be awesome if we could somehow email them the info from
ServiceDesk Plus never start
Hello, I install the ServiceDesk Plus but it never start, I run the run.bat command and it said that everything was good and that the address was localhost:8080 but it did not work, I change the port and restart everything but it also did not work. Any recommendation on what to look for? I,m using it default database.
Work log should considered working hours
The time taken to resolve should consider the daily working hours within calculation. for example : our defined working are from 8:00 am to 4:00 pm, so the time taken should calculate only 16 hours instead of 32.
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