Change top background color in SDP+
Hello to all, we would like to change top background color of WorkArea in SDP but we didn't find how to. Could you tell us how to change it? Thanks in advance
Clarity Requested: Process of upgrading from build 8.1.x to 8.2.x
We are ready to do a test upgrade from 8.1.0 build 8121 to 8.2 Build 8203; and in looking through the previous posts there appears to be discussions about having to move from MySQL to PostgrSQL. And other steps about going up to 8200 first and then upgrading a second time to the latest release. REQUEST: Can you reply back with the proper upgrade process as there seemed to be some failures along the way and a central post on best practices would be great. (And I'm sure others will benefit.) 2nd
Work Log required fields
After upgrading to SDP version 8.2, build 8200 we have found that there are some required fields that previously were not required. Currently in version 8.2 there are two fields that are required for a work log entry on a request. "Owner" field "Time Taken to resolve" field Can the required fields be adjusted? We would like to remove the "Time Taken" field as a required field. If so, where?
Android app not connecting, using app ver .1.1 and SD plus 8.1.0 Versionsnummer 8125
Login fails, not connecting. API key for tech recreated still no succes.
Rename Scanned Products
I have a question regarding products that are created by scanning assets (through the agent or through other scanning). Is there a way to rename the scanned products? Our accounting team uses out asset information for reporting, and they prefer more descriptive product names than some of them. Although I can rename the product name it scanned in as, as soon as it gets scanned again it reverts to the previous name. Is there anyway to work around this? For example, my laptop scans as "Thinkpad
Allow Requesters to have secondary email address
I constantly find new requester names being created for users that already have requester IDs in the ServiceDesk. Sometimes, it's because they use a different email address than the one in their requester ID. It'd be great if you can add secondary email addresses to the requester ID, and then also have ServiceDesk know to link the corresponding requester ID to the user when they email a service request with their secondary email address.
Email Id(s) To Notify
Hi there, I was wondering if it is possible to create a Service under Service Catalog with a specific email in the Email Id(s) To Notify field for that one request template. From what I can see you can only add the field to the service template but you cannot auto modify it? Basically what we are trying to do is to have a specific email address notified when a specific request from the request catalog is raised.
can service Disk use Oracle database instead of MYSQL ?
Dear Sir we have helpdesk installed on one of our servers, and as our IT team is all of Oracle products Professionals we would like to run our Helpdisk services over Oracle database instead of MySQL. Is that possible, and are there a documented and supported procedure for this ?? Thanks Abdulrahman Alsoufi
Import Changes
Hi, We have a large list of changes that we want to create in SD+, is there any way to import these? or could you supply some SQL to do a 'bulk insert' of these possibly? Thanks Lorraine NB. We are using SD+ 8125 and SQL 2008.
Understanding Change Requests and associated business service
Running the latest version of Service Desk Plus (Enterprise) In my service catalogue I have categories such as: Applications and Databases Collaboration Services Hosting Services etc. Each category contains the individual business services associated with that catagory. So now when I create a change, I want to associate with a service (service affected field) however only the categories show up in the list not the actual services. Am I missing something? I can go to the CMDB and create all the individual
Active Dir Group Notification
How can I set it up so that for every ticket opened an email goes to an A/D Group? My whole IT Department consists of 2 people. We both belong to the ItDept email group. No matter who the tech is that's assigned, or even if one is assigned. I want an email sent to ITDept@somewhere.com so that a whole group gets notified every time a ticket is opened
Column-wise Search - Negative or Multiple
When using the Column-wise Search, how can I select all except XXX, or find multiple at once? XXX,YYY,ZZZ?
New Project Management Module
Improvements: Make the Priority field a numeric one behind the scenes so we can sort the list by actual priority and not alphabetical. I would like to see the projects module have a presence on the dashboard tab.
How to create a scheduled report where the date filter change monthly
I tried to create a simple SLA report and schedule it to be sent monthly. Problem is, I created the report last January and every month it automatically send me the SLA report for the month of January. Is there a way the scheduled report will run with the date filter of the previous month? (i.e. Feb1-28 report sent on Mar 2, Mar1-31 sent on April 2, etc)
Can you modify the Resolution email with a "do not reply" message?
Hi all, We try to be nice, and ensure our resolution emails have friendly comments. One of the techs in my team says this encourages people to reply back and say thanks, which then re-opens the case. Can we put a message "please do not reply to this message" on the bottom of each email, without needing to use a resoution template?
Show tasks to requestors
I have SDP 8.2.0 Build 8201, and I would like to know if is possible to show TASK details to the requester? I have created a Service Request, that generates a number tasks for the technicians. I would like to show the progress of these tasks to owner of the ticket\requester. They should also get notification when a task is completed, and see the notes\comments.
notify the requester when a tech replies to the request email
Hi, currently when one of our techniciancs replies to a request email or a converstation email the request gets updated with a locked reply which is not visible to the rewuester. is there a way to change this so that when a techinician does reply via email the requester gets the email. thanks russ
Web services Integration Support for SDP
Many of our clients are requesting for Web services integration support, when implemented this will help many organizations develop integration with other systems more easily specially there are some applications that support web services like SAP. The web services interface should be two ways integration so we exchange data between systems. Thanking you,
Group SLA View
Hello Can you enter a different view of the SLA? NP. view of a tree or grouping? For many SLAs view is a little difficult. Maybe a drop down menu of contracts as a Category view? My view of SLA: My proposal: Regards
Issues with version 8.2 Build 8200
I have just updated to version 8.2 (Was on 8.0) and have noticed a few issues. 1) When a technician replies to an incident, it occasionally gets marked as Private, so the email is never sent to the Requester. This is a business killer. We are waiting for more info on issues from the requester, but they will never provide them as they have not received the email asking for it. 2) In the requesters view, when they view 'My Pending Requests', the Due By column is now visible. We do not use this
Purchase request from requestors
Hi, I have SDP 8.2, and would like to know if its possible to allow a requester to create a Purchase Request, or to convert a ticket into a Purchase request? Or, link a purchase order to a ticket and have the requester be on the of the approvers. Regards, The_SilMarillion
SDP: Link Assigning tickets and notes
HI; I am forever assigning tickets to other engineers and then typeing a note into the ticket. Would it be possible to make this workflow easier by having a joint assign / add note option? Also, I would expect the add note to be a required parameter when assigning a ticket so a ticket cannot be assigned without a note. Regards Mark
Sorry, the page you requested was not found.
Hi, When trying to login to the web console using a domain user account to enroll I get the below error page in the web browser. The user account that I am trying to login with is in the OU that is linked to the Policy for password resets. Can someone advise how to fix this problem? Sorry,the page you requested was not found. Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination, try from our home page. Thanks, Graham
Random Asset information Changes
Using Service Desk Plus = Version 8.1.0 build 8125 - After the daily asset scan some of the workstation objects will show as failed to scan. When I check the asset usually I see a change in the information of the asset i.e. location, model, user and normally they go from in use to in store. The workstation is still on the network/domain however the data just changes by itself. This has affected my printers as well as my workstation objects.
ip address
i'm getting scan results from desktop central, but the IP i'm getting is IPv6 while I'm not using it in my network , see attached picture is there anyway to stop collecting IPv6 in desktop central
SD 8.2 Purchase Order Module Issue.
Updated to 8.2 today and have issues with the Purchaase Order Module now. The submit for approval option is missing under Actions. We were able to create Puchase Orders but they only sit in Open status and we cannot change this. We need this resolved ASAP or give us a work around. This has shut down our purchasing of equipment.
Reques Catalog not working on Firefox 20
Hello, If I open Self Service Portal or the Admin Portal with Firefox (v. 20) and click Regues Catalog -button to open the Template Catagories, I can't select any of the objects. It's as if they static images and not links at all. Works OK with IE though. Also the Template menu works if I just "hover" the mousu on the Request Catalog -button but do not click it open. - lakend
Preventing requesters from adding an incident?
Is it possible to allow a requester to view an incident that has been created in their name but not allow them to create additional incidents? In our office the users submit their tickets through email and all tickets are tehn generated by our technicians. How can I remove the right to create incidents from all of our non-technicians? Thanks!
Will not install on Windows or Linux
I have tried over and over to get ServiceDesk Plus to install on either a Windows7 or Linus Mint 14 machine but no luck. Each time it just hangs. On the Windows box it hangs on the splash at about the 90% mark on the progress bar. I have tried to unistall and reinstall between subesuent reboots but no luck. On the Linux box I ran the bin file but then nothing after it does it's thing. No other windows, alerts, apps installed. Nothing. I emailed manageEngine several times and even filed out their
AD SSO frequently quits working
We are experiencing an issue where some users can enter their AD username and password and are able to log in or they are automatically logged in then on other occasions it will not let them and in order for them to be able to access the ServiceDesk they have to reset their browser (all users are on IE 8) we are on version 8027
Issues customizing Service Catalog Templates
I'm having serious issue with the customization in Service Catalog Templates, specifically regarding Field Properties (i.e. Requester Can Set, Requester Can View). One example amongst many is that I want to set the "Request Type" as Viewable to the requester but not Settable; However, if I only have "Requester Can View" checked, the "Request Type" does not show up in the requester's view. Then, when I drag the "Request Type" from the left hand side so that it shows up on the template, and go back
Relationships to Suport Groups
Probably a dumb question - When I look at Support groups, I can see I can have a link relationships to CI's. Why would I do this - wouldn't just specifying the team members be enough? Cheers
ServiceDesk Plus - Database appears to stop regularly
Hi, I am running ServiceDesk 8.2.0 Build 8201. Over the last week my clients lose connectivity with the application as regularly as 30 minutes. If I go to the server and run the client app I get an IE error stating that the webpage cannot be displayed. If I restart the ServiceDesk server it will work for another 30 minutes or so. The server is Windows 2003 R2 and all clients are Windows 7 SP1. The only other role that this server performs is McAfee ePolicy Orchestrator 4.6 - these applications have
Install Stopps
Everyone, Attempting to install on CentOS The install script almost finishes and ends with this;- Initialize the pgsql Problem in Initializing Postgres [OK] Also what is up with the documentation, there is nothing on requirements in terms of software packages ! Does anyone have a solution
Update to 8200 failed
We have tried updating to build 8200 in our test environment and it has failed twice with the same error, see below. Please advise how we can resolve this. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "IntComponentType_FK1". The conflict occurred in database "servicedesk_New", table "dbo.ComponentType", column 'COMPONENTTYPEID'. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1192)
Variable for Email Notification (Date and time of closing the request)
Hi, I want to ask for the variable used to have the date and time of closing the request so we can add that to notifications to requesters. Your immediate response is highly appreciated. Thanks, Mark
MDM info into SDP?
Hi there, I have DC (v8.0.2.33) and SDP (8.2.0) installed on the same WIndows 2008 R2 server. Is there a way for information entered into the MDM to auto populate the CI record in SDP? Regards, The_SilMarillion
Scheduling Quarterly Reports to ONLY send at the end of each quarter
Hi, I've been scheduling some quarterly reports, and would like them to be sent only at the end of each quarter (i.e. April 1st is the day after Q1, July 1st, is the day after Q2, etc). However, when you check off only a select few months to receive a scheduled report, the "Every Month" check box gets checked; therefore, quarterly reports are send every month, instead of every 3 months. See photo below:
Update error
Good day! When I try to update from version 7022 to version 7055 gives an error "There are no primary or candidate keys in the referenced table 'DomainInfo' that match the referencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'." What could be the problem?
business rules & automatic assignment of a template
Hi. some of our users send their service requests via email to an account which is fetched by SD+. We have set up business rules in order to fill out some fields. How can I automatically assign a request template (including tasks) to those calls? As an example, lets say that user XY usually sends an email with the subject "SUBJECT" to the SD+ helpdesk account: a new incident is created automatically (via mailfetching) and some fields like urgency, impact, priority, request type, cat, subcat are filled
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