Error HTTP Status 500
At the time of updating the status of an application in the servicedesk, throws me this error. HTTP Status 500 Error message description: The server encountered an internal error () That it prevented us from fulfing this Request
delete departments
hello multiple departments showed up the default settings, what can cause this issue? and how can i delete them cause they all greyed out when i tried to thank you
standalone audit
hello i traveled to an office and made a scan through the ae_scan.bvs and collected the xml files and when i returned back to our home office and tried to import them to the SDP i got the error "problem while importing the scanned xml file" i need an urgent solution for this problem
SDP Dashboard Customization
I would love to see some more customization on the Dashboard of SDP. Something that would be especially useful is simply being able to filter the dashboard by Group as opposed to Site, or in addition to site. If you can change this to Filter by Group so I can monitor how our specific Service Desk group is doing, that would be very useful. Thanks, Jeff
Asset Description
Since there is not a lot of room in the asset (product) field for a big description of the item, it might be nice if you could do a "mouse-over" or HTML "ALT" tag type of event, so when you put the mouse on the asset itself, it would pop-up a window that contains the comments field from the asset management - product list window. This way you could see a lot of information about the product without having to jump around to different screens and jump back.
need the date and time and IP address received or filled automatically
I've created a incident form that requesters must be fill when him/her has problem. but I need the date and time and IP address received or filled automatically inside this the form, and does not need to fill by requester. Regards, Mahdi
auto assign owner
hello when i use the auto assign feature for workstations and add a suggested user in the required field, this user gets added in the requester although it is already there, any solution for this problem
Acknowledge requester by e-mail when the request is updated
I'm using this setting "Acknowledge requester by e-mail when the request is updated." But every time I change setting of request made from email, the requester gets notified! So after some update, SD send 4-5 updates to requester ;(( Can you group some settings that SD could think it's the only one update. You can group this settings in one - impact, urgency, category\sub\item, request type. Or just make a SAVE button
Merge Duplicate Requesters
Is there such a feature? I searched the forums and found only years-old topics suggesting that the function isn't built into the system, but has this changed recently? For example, we may have one staff member called Joe Bloggs. On the system he may be registered as "Joe Bloggs", then accidentally registered again as "Joe Blogs". Would be really useful to merge such examples, as cases end up split across the different duplicates and therefore difficult to search for. Regards, Robert
new custom view
Hi, im having trouble creating a new custom view. i would like to set a site specific view however the site list is empty i chose Site > Is> then choose and the site list is blank. any one have any ideas
servicedesk server wont start
hi, we have a servicedesk licence and i want to have the application running on a different desktop. so i installed the application, but starting the server hangs on "starting application layer".
Problem with update 8211
Hi On the test server, I tried to upgrade from version 8208/8210 to 8211. I have a problem as in the screenshot. After a failed attempt to update the application works correctly. Has anyone had a similar problem?
allocate license regardless of site
Hi there, It would be a great idea to allocate license without the need to specify a site. This is to cater the scenario where a software was purchased and used across different sites. What do you think?
scheduled scan SNMP devices
Hi there, Is there a way to scan SNMP devices periodically? I can't seem to find that settings anywhere. Thank you for your advice :)
Importing incidents
We are trying to import incidents from ServiceDesk Plus Professional On-Demand into ServiceDesk Plus Enterprise, but the incident "Staus" is changed to OPEN. When I rexport the data out of SDPE, change the "Status" in Excel back to CLOSED, and then reimport the incidents they are changed back to OPEN.
Approval Link in Approval Mail Content
Hi, I saw there is $approval link for the message that sent to the CAB for recommendation in Change. However, I didn't find the $Approval Link for the message that sent to service request approver for approval... I think it makes things easier if there is approval link in request since the approver has to click the request link-> log in ServiceDesk to approve request currently. We are expecting that they can approve the request just by clicking the approval link in email, then click 'Approve' and
Set up a Business rule using Requester Addiotnal Field
Hello, i've encountered a problem using requester additional details imported from Active Directory . The base task was to create a Business rule according to some additional Request details. The detail needed was created as an Requester Addiotnal Field - Company, i wanted it to be fulfilled by "company" user atttribute in Active directory. As i succesfully configured ServiceDesk to fulfill the fields in Requester Additional Fields and Common Addtional Fields and imported it from AD, i realised i
Stop forced backup in SDP ?
HI Team, Please guide how to Stop forced backup in SDP while updating the new build. Current build Version: 8.2.0 Build 8206 Updating Version: 8.2 Build 8211 SDP Exe 64 bit. DB: MSSQL plz revert Regards Kunal Malhotra
Inventory issue - hardware transition
Gents, I see the following issue in inventory. I think, it's a typical issue in many companies. For example, you have two identical laptops: box1 and box2. Box1 is broken (for example, LCD crack). You need quickly fix user's issue. You move hdd from box1 to box2. User is happy, but you are not happy with a mess in the Inventory. What you will see in the inventory. You will see two laptops: box1 and box2. Box2 is the same, there is no any changes, because no any hardware scan. After Asset Explorer
Service Desk server will not start
Getting the same error other folks seem to be having on startup. Attached ouput of run.bat Please advise
Task Management
I suggest that task shall accept attachment.
As a Technician - how can I view requests that I initiated?
As a Technician - how can I view requests that I initiated/requested? If I select "My Open" request I only see those where I am "Assigned To".
Where forwarding or replying to an email in a ticket, include the last updated user/time/date
When forwarding or replying to email stored inside a ticket, could the last updated time, date and username be added between the existing text and the text I am about to add. Basically have the same behavior as I would expect for an email package when doing the same thing.
Task notifications contain comments from another task
When a task is assigned the comment in the notification email is from another, unrelated task. For example I create Request ID 12286 and create and assign a task which gets Task ID 6452. The email notification that the assigned tech receives has the comment from Task ID 6439.
Report to Show Customer Interactions
Hi, I'm looking for a report that will show me each update, either a 'Reply' / 'Forward' or 'Note' added to a ticket. We need it as we have a KPI to keepthe customer informed in the ticket process x times a week. It would be the same details as you'd effectively see if you goto a ticket and select Print. Can this be done ? Ian
Difference between "Service Category" and "Category Services"
On the Incident template you have the option to have both "Service Category" and "Category -> Services". But what is the difference between these two option?
What is the difference between resolution and solution?
We've been using our solutions area as a knowledge base like a wiki for the public viewable stuff and for the technicians only it is used both as a wiki and knowledge base for various processes. I'm struggling to understand what the Resolution area of a ticket should be or could be used for since we have not yet been using it so no experience to date and we've been using this product for over 4 years now. I was thinking, in terms of programming languages, it could be used much like the "final" block
Assets - Servers aren't being scanned for changes
Hello, Current Build: 8100 We have a number of servers that are not being scanned. Also, some of the servers are virturals. Our workstations seem to scan with out any issues for the most part. We are an Active Directory environment Does anyone have any idea of things that I can check on the servers to get them to scan ?
Cannot authenticate with AD
Hi, I installed SDP and configured the AD authentication. I also imported the users, but I cannot log-in using the AD. Can you understand what going wrong? I attached the logs. Regards. RD.
Reports: show a report with assigning technicians
I need report show assigning technicians. can you help me please??
Rearrange Home Screen
Can someone identify which file I can edit to adjust the layout of the main page for Requestors? Specifically I'd let to get rid of the far right column where the video link currently lives. I've tried to find it myself searching the directories for the title and even the name of the css value used, but I can not find it. Thanks!
incident template
hello i'm trying to add fields to an incident template but i'm facing two problems 1- the text choice in the field to add is turned off 2- i have repeated field in for a parent field, so after finishing the design and saving, i find the template has removed many of the fields
Reply to closed request action not working
Hello. In Self Service Portal Settings, under "When the requester replies through E-mail to the closed requests. Perform the following:" None of the options work. I have enabled "Append the reply as conversation to the request and notify technician." and tested on multiple requests, and if the requester replies to the Closed Ticket notification, the reply doesn't get appended to the conversation and the technician doesn't get notified. All other email functions in SDP work fine. SDP 8210 Thanks
No email received when assign a ticket (8201)
Hi, I updated to 8200, then to 8201 last saturday. Then, my team reported me that when a ticket is coming an unassigned first.. if "technician A" assigns this ticket to "technician B", the technician B never receive a notification by email warning him a ticket is assigned to him. I correctly checked in the Notification Rules and "Alert technician by e-mail when a request is assigned." is correctly checked. This error (not notifying) occurs only at first assignment, because i tried to assign
CMDB Recommendations/Improvements
We are starting to use the CMDB configurations and poulated the servers. We like seeing the relationships of the CI/CMDB to get an idea of the relationships, however wqe cant view those relationships from within a change order when an impacted asset has been assigned. That would be great if we can somehow access the relationship from within the change. Also When CMDB have a change associateed to them, you see an exclamation mark meaning there is an upcomming impact. it looks like ! this
Report per user (requester)
Hi, in my company there are Sales department, IT support dep. and the others less relevant in this case. Account Managers (members of Sales) are creating requests and I need a report per manager. I created a report very similar to what I want to achieve, but in this report all requesters are present in the report. As you can see in my example in attachments, I have Requester 1, Requester 2 etc. and they're all-in-one. The thing is that I want to create monthly reports per specific requester (separate
On hold status change when requester replies
Hi there, Could someone please clarify the following option in the SDP Self-Service Portal Settings? It suggests that the on hold status will change to open when the option is set to yes. But does this only apply to the on hold status or to all statuses for which the timer is NOT running (such as waiting for requester)? Best regards, Demetrius
Incident Templates
1) I'd like to make some of my custom fields larger than the one-two lines that seem to be the default. Is there a way to do that? Example I have some custom drag and drop text fields, I'd like to make them larger like the "Description" field in the "Requester Details" section when I drag the fields into the Canvas. 2) Is there a way to 'widen' the area for the Drag n Drop fields in the "Canvas" area? Ex. If I create a field like "Updated Phone Number" and drag and drop onto the Canvas, the name
How to setup a primary and secondary server in service desk plus? is it possible?
I am currently testing service desk plus and I would like to know if we can run it in two different servers which will serve as primary and backup. if yes, how is it done?
Acknowledge E-mail Cc users doesn't work
I have enabled "Acknowledge E-mail Cc users by e-mail when a new request is created" rule, but Cc users don't get such Acknowledge when new request was registered. But if I try to send Reply to a Request - all of recipients are getting messages successfully.
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