Hiding License Page in Help menu in Technician View
We are currently evaluating Servicedesk Plus Enterprise Version. We like the software so far. But due to some security reasons we do not want the license information visible to Technicians. Although Administrator can see this information. Is there any way to achieve this ? If this is possible we will be very much interested in buying the Enterprise version. We have sent mail to support@servicedeskplus.com few days ago but so far they have not provided resolution to this problem.
Unable to close ticket - custom status in tasks
I am unable to close tickets which have tasks that are set to a custom status. The custom status itself is configured to be "completed", and will result in successful ticket closure if used for the parent request itself. Here is my situation: Request-A is open with Task-B as a child. Attempting to set the status of Request-A to "closed" while Task-B is set to "CustomClosedStatus" throws the error: FAILURE :Request cannot be completed. Please fill the following fields -Associated tasks should be
Unscanned workstations disappear from Assets
Is it possible to prevent workstations that have not been scanned (i.e. not on the network) for a length of time from dropping out of the list of Assets? The reason being that some of the asset info then has to be re-entered and software licenses re-assigned when it is next detected. The workstation is still in existence and in Active Directory, but just not been powered on for some time. Thanks.
Technician Productivity Report
I need help with a reporting issue. I cannot see any simple way to do this. What I am needing is to create a scheduled report that shows (in a single report) the total number of requests, problems, and project tasks that a technician has completed during a give time frame. Can anyone show me what I am missing?
Make sub category non-mandatrory
Is it possible to make the subcategory non-mandatory? If so how do I do that? We have version 8.2.0 Build 8205. Thanks
ikernel.exe is missing on uninstall
I am unable to uninstall service desk plus. It throws an error: iKernel.exe is missing. I have rebooted the server, there are no services associated with it running. I have tried going through the CP to no avail.
seeing odd emails to technicians and unrelated history information in jobs
version : 8.2.0 Build 8208 Just lately we have started getting re-opened and appended with requester notifications for jobs that were not closed , When another technician replies to the job. Also it changes the status of the job back to OPEN when it was on an "timer stopped" status This is repeatable ..
Departments not updating in reporting
I'm running a report for Users by department. Some of the users have the wrong department listed. I went in and fixed the departments in Active Directory and re-imported Active Directory and re-ran the report. Same users still have the wrong department. I went into the Requester field and manually selected the correct Department of each incorrect user. Re-ran the report. Users still have the wrong department! Ex: User Rockwood is supposed to be in Global. Active Directory "Organization,
pgsql Vacuum Command
I'm doing some data analysis and query building in pgadmin, and I keep getting the following on different tables. Is this something I should be doing as maintenance, or is this something that SDP should be doing on its own? Running VACUUM recommended The estimated rowcount on the table "tasktoprojects" deviates significantly from the actual rowcount. You should run VACUUM ANALYZE on this table. Instead of issuing a manual VACUUM ANALYZE command on this table (you can use the pgAdmin III maintenance
Parsing body of emails
Hi, Is it possible to parse email based on body of email contents as well as subject that requestor sends? We need to be able to fulfil the mandatory parts of a ticket via parsing of email contents sent by requestor / incident reporter. Perhaps unusual compared to most set ups, most of our end users will not log into Service Desk plus but will provide all the mandatory information on sending such as proposed Priority, Environment, Application / Service etc. related email requests and incidents to
Bullet points don't get displayed on Change requests
We're using SDP Enterprise 8200. When using the Planning and Review tabs, when you use the editor to insert a bulleted list, the bullets do not appear on the page. Also, the textareas are way too small. These should really be much larger--probably the size of the textarea I'm using to post this issue.
NTLM failed redirecting to login page
Hi, When using the Robo Technician password reset template, upon clicking 'Add Request', I am getting a brief message saying NTLM failed redirecting to login page and then the request doesn't change the user's password or close the call. This was once working fine.
Converting an incident drop-down additional field to text
We created an incident additional field and have been using for several hundred requests. This drop-down contains about 20 values that will continue to grow. We have decided it would be best to simply convert it to a text field. Is is possible to convert this field to a text field WITHOUT losing all of the values already in the tickets? Thanks!
service desk plus move to another server
hi, i am trying to move servicedesk plus standard edition version 8.2.0 built8209 to another server. i have taken backup using backupdata.bat file in bin and copied the backup folder to the new server and did run restoredata.bat file and selected the backup folder and the datafile. it completed with out any issues. now i am trying to start the service desk server. it is still going on after 1 hour. i tried to open with servicedesk web client. a command prompt window just popup and closes in fraction
What is the additional feature SDF 51401 added to build 8209?
What exactly does this feature do? SDF-51401 : Any resources of an request can now be set in the request notifications template. Earlier, only the workstation name can be set in the templates. For this, now the variable $WorkstationName is replaced with the $ResourceName in the request notification templates.
User sends mail; email address not matched to his entry; can't see tickets
Hi, Using SD+ 8.2.0 Build 8204 We've set up SD+ to poll a mailbox for support requests. We also imported users from LDAP. What we notice is that when users sent a mail to the support mailbox and afterwards want to view their tickets via the web portal, they don't see their tickets.I then have to go in and edit the ticket and explicitly select the user in the user listing. The strange part is that the address he sent it from matches the email address in his user entry. Am I overlooking something?
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: like the xml format? In the application under conversations is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: Regards, Pawel
Enable "Pass-through" Authentication on Remote Desktop Services
Hi everyone, we are currently using ME ServiceDeskPlus 8.2.0 Build 8207 and have Enable "Pass-through" authentication active. This works fine for Desktop PCs and laptops. However, we have a large number of Remote Desktop Services users too. Can you tell me if Pass through should work on RDS and if so how to configure it to work. Regards, Steve Gray
Restore backup not able to unzip
Hi When i perform a restore in our test environment with a fullbackup made in SD+ 8205 the restore program is unable to unzip it. INFO: rebrandData :: {OPMANAGER={name=OpManager}, PRODUCT={name=ManageEngine Ser viceDesk Plus}, ADMANAGER={name=ADManager}} Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: zip file too large at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown
Migrate Servicedesk to SQL 2008R2 and Front End server
Hello servicedesk, Please provide me with the correct upgrade path to do the following: Currently we have Servicedesk application and database (not sure if its MySQL or Postgress) installed on a Win 2003 machine. We want to migrate the data to a existing Windows 2008R2 server and SQL 2008R2 Server. We want to host the application on a existing Windows 2008R2 Server. I have tried migrating with the help of this topic but it does not work. https://forums.manageengine.com/topic/how-to-migrate-servicedesk-w-sql-2005-dabase-to-new-server
Feature Request - Received Reply Red Flag.
We would like to request the ability to de-flag a request when a user replies to an email. Most Technicians use the incoming red flag to evaluate when a request is ready for further action. For instance. Initial User request (green incoming flag) Tech response and forward for additional input from various sources (green outgoing flag) User response "thanks" (red incoming flag) Now request is flagged red We would like the ability to un-flag the red and make it standard green again
Block Approver Access to the requester
Hello, We are using 8.2 version. As an administrator i have created requester named (eg:rajeshkumar) and blocked the SERVICE REQUEST APPROVER access to him by unchecking this option available in Organization Details-Requester. Requester rajeshkumar opened request and the technician used SUBMIT FOR APPROVAL in that request and instead of sending to the manager emailid he sent to requester(rajeshkumar) emailid. Requester got the notification email and approved his own request. How the approver access
Project Management Feature Requests
After associating a project to a change... 1. creating a new task within the project module does not update the implementation tab "task list" within the change and vice versa. If you add new tasks within the implementation tab of the change ticket, it will not update your project task list. When a new task is created it needs to be reflected in BOTH the implementation tab of the change and project task list 2. from within the project task list, create icon shortcut with pop ups that provide the
TO and CC addresses should be added to the request
When a request is raised via email, anyone included in TO and CC fields of the email should be added to the requests 'Email IDs to Notify' field. Also, the 'Email ID's to Notify' should also receive notification when the request has been resolved (if the option to notify requester when marked as resolved is enabled) Thanks, Ed
Can't login
I have been trying to configure the AD login integration with Technician login. I thought eveything was working last Friday but I come in today and cannot login ( and I use the adminstrator account). Normally I see an option to login locally but that option is gone. Can someone please help? I did reset the password according to another article that pointed to here: http://203.199.211.69/sd/AddSolution.sd?solID=303. And I did so successfully, however it still says my username and password are incorrect.
Service templates in Service Catalog
Hi, I have a question. Is possible to create a new service template with the same name of another one, which already exists but in a different category of the Service Catalog? Regards.
Inputing Contracts into Servicedesk
Is it possible to input contracts via csv if not is this in th e road map to be able to do this. Our model is contracts are renewed yearly and to re input every year is going to take a lot of time
Changing the Priority Matrix to account for Incidents and Requests
In our organisation, a request has a different priorty to an incident. WHile we'll probably have to duplicate the whole impact list to allow for incident/request, it would be better if the Prioity Matrix could have a third axis to allow the priorty to be determined by impact, urgency and incident/request brett Bridger St Vincent de Paul Society
variables available for use in the survey
hi Is it possible to use the variables $Title, $Description and $RequestID in the survey? Tim
Custom notifications
we are using the notification for notifying customers that a ticket is created, closed, etc... how do we exclude 1 customer from this? we want the service to created a ticket when they email support@, but we only want them to not get a notification.
64 bit?
What are a few advantages of upgrading to the 64 bit version of service desk?
Ticket forwarding / passing between SD+ and other service desk systems
Hello guys, I have a requirement to pass tickets on to at least two of my out source partners and system to system integration would be great. I need to know if I can pass SD+ tickets to other service desk systems? If so, how? Can the ticket status updates come back via the same route? Are Web Services an option or can I use email and route this way? Kind regards Oliver
send email notification on new request for technician - External email address
Hi is it possible to setup a rule that: when technician A is assigned a request ME sends an email to an external email address. This would be an email address from another email host... say a Gmail account for instance... possible? and How would we do that?
Additional Option in Approver View
Hello, We are using the licensed version of 8.2. There are two options are displayed in the approver view who have the approval rights. 1.Approve 2.Reject Is there any possibility to add one more option like OTHER or On hold in that approver view ? Example:In my scenario, Approver person (Manager) want to check with the requester and he need more information to approve or reject his work ? If the manager straight away reject his request the technician will close the request with those comments and
Searching using operators
Hi team, Is it not possible to search for keywords using operators like AND, OR? As an example, trying to search for a Visio install request using the keyboards "amy visio" (without quotes). I would like it to search and show requests that contain the words amy AND visio.
Can use another account instead of 'sa' ?
Dear Support Team, Can I change the MS SQL account from sa to another account while change the database. I've got the concern from my customer that the 'sa' account is not secure enough and break their IT security policy. I've try to changer to another account let's say 'servicedesk' but after I restart the server the servicedesk plus service is starting for a while and not response (as in the attachment) Regards,
Option to Reconcile workstations not present
Hi - After upgrading to 8.2 build 8201, the option to reconcile workstations is no longer available. I'm following the same steps as previously (search for the workstations, select the two that I want to reconcile, and go to "Actions"), but Reconcile does not appear in the list of options. Thanks, Jacob
Add search functions to the Project Module
With over 200 projects, it is difficult to quickly locate a project. There is no way to search or filter by name. Also, the search model on the "Home" page allows you to "Search in" all of the modules EXCEPT Projects.
Purchase Orders Problems Post Migration to Build 8207
After migrating to build 8207 from 8109, we've had POs that we're already approved but reverted to pending approval. And PO content disappearing (Items do not display) but PO Total Cost is still showing. Anyone else having issues with the Purchase Module in the later versions or this are isolated incidents?
Seach section in servicedesk
Hi, Was wondering is there any limits in the search criteria, for example: I have a call logged with subject ServiceDesk is great, however if I search for ServiceDesk great it finds nothing. Is it possible to do an advanced search using special characters? Thanks Keith
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