Incident additional fields
Hello We use additional pick lists in incident forms. After about 300 items we could not add more items. Any solution? Regards, Ercan AKYAZI
Iphone App Call Requester
I would like to see the Iphone app have the ability to call the requester from the request ticket. This would be a very handy feature, and seems like a pretty obvious one since it is on a mobile phone.
1 comment added to all task notifications
Hi, i have a technician who added a task for herself , she then added a comment to that taks. all fine. she then added 3 different tasks for 3 different techs at different times - these tech recieved the auto email which included the comment that was added to her own task. there is not comments in the actual tasks but only in the email. when i look in the servicedesk i can see the tasks and all are without the comment. has anyone seen this before? thanks Russ
Add User Group/Edit User Group Bug
I just noticed a bug while editing and adding new user groups. Say you want to view the filter(s) set on a User Group. You would click on that one in the User Groups section. You would then see something like this example: Now if you didn't want to actually make any changes, you can either click on "Cancel" or "View List" on the top right. This brings you back to the list of User Groups: The problem I am addressing though, is that when you click "View List" in the "Edit User Group" screen,
Set default domain on login screen
I've read a few threads that talk about Public and Private domains and also Dynamic User Addition to solve this problem but neither work. We have 1 domain and it's Public. Dynamic User Addition is set to Yes. On our login screen users have to pull down the menu to select their "Log on to" domain even though there's only one choice available. Is there a way to set that as a default so users don't have to select it every time they log in? Thanks!
Feature Request: Set project owner when creating a project
We've started using the project management module and it's awesome! One thing that would be nice is when creating a project, you could designate the project owner at creation. Sometimes a project will only have one owner (the user entering the project) and it's a little cumbersome to have to create a project, then go set yourself (or another person) as the owner. Thanks!
adding request via API - No such user is available in specified DOMAIN
I'm trying to create a API for our service desk , when it's a local user creating a request it works fine. If i try using my domain creadentials i get - <operation> <operationstatus>Failure</operationstatus> <message>No such user is available in specified DOMAIN</message> </operation> I enter: Username: first.Last Password: MyPassword Domain: MyDomain I'm working of your example API. If you could tell me what i'm missing or provide any direction it would be appreciated. <!doctype HTML
Alert group members by e-mail when a request is left unpicked in a group
Last week I updated my SD+ to 8.1 Build 8127 and now I don't get any e-mail if an incident is left unpicked in a group. Earlier I could select how long an incident was allowed to remain unpicked but now I can't set the time for it. Is this setting moved och removed?
import from database
hello I've a database for accounting containing all assets with costs and purchase orders etc... how can i import these data or link it to the SDP knowing that they're both using mssql databases
View Descriptions of Category, Sub-category, Items (CSI)
Hi, Is there a way for the descriptions of the Category, Sub-Category, Items be made accessible so Technicians have a guide which one to use? Perhaps a link with to tabular form of ALL the CSI or some text that appears when they select it in the Ticket? Thanks!
Testing enviornment for ServiceDesk Plus
I would like to setup a second SDP System using a unique Microsoft SQL Server database name so that we have a test system where we can apply the patches and updates before applying to the production environment. Does anyone have any instructions on doing so? Can you have the test and production application running on the same Windows server?
Your support workflow
We have used ServiceDesk Plus for quite some time and are curious to find out how other use this great software. What do you do in these situations: - When a supporter has replied to a support request. - When a new support case arrives. - When a support case ended, but not resolved. - When a support case be deferred to a later date. - Keep track of the cases that have the highest priority but still have the cases with less priority at sight.
Change licensing from Enterprise to Professional
Hi, All the while we were using Enterprise Edition, but we were not using all the modules available. Infact we are using Incident Management extensively with Impact, Urgency, Priority and other approval process. What are the major impact if we decide to subscribe only professional and how to fulfill all our existing setup intact. appreciate and advice/comments. thank you. vijay
Reply cc
Hi all, When I reply to a call with a CC, the CC is automatically filled in. I want that the CC field is cleared when I reply to a request?
user additional field
hello how can i change the way additional fields are added for user or technician, cause all what i add are displayed in the personal information section, while i want it to be shown in contact information
8.2 Build 8200 has destroyed everything
Installed 8.2 Build 8200 today and now I can't access anything in SDP. Click on almost any link, gives the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: null, message from server: "Unknown column 'POApprovalDetails.PURCHASEORDERID' in 'on clause'" org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
network discovery
Hello How can I allow workstation service tag, asset tag, serial numbers ,etc… to be collected when scanning windows machines, is there anything to enable in windows
User And Password
Hi good afternoon team: there an option to tell the user that is about to expire your password? I look forward to your comments
Next Release
Hi, Are you able to advise when the below release is likely to happen? Thanks
Tasks
Hi, everyone. How can I creat workflow with tasks? For example if task status change, change support group.
backup database fail
Hello. SDP 8121, mysql. When start backUpData.sh #./backUpData.sh Starting.... Apr 19, 2013 10:34:54 AM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Apr 19, 2013 10:34:54 AM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Apr 19, 2013 10:34:54 AM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. Apr 19, 2013 10:34:54 AM com.adventnet.servicedesk.server.utils.SDDataManager
Cost Center Codes longer than 25 characters
When creating new Cost Center Codes, you're allowed to type in more than 25 characters. But as soon as you save it, it cuts it down to 25. This is a major issue, as I'm trying to save CC Codes that include the description; therefore all of my codes are longer than 25 characters. I know this is already an issue that has been brought up, but that was 3 years ago and your response is that the issue has officially been reported and will be fixed in an upcoming update. See: https://forums.manageengine.com/#Topic/49000003773200.
Email templaye: Close Request Link not working
Hi there, SDP version: 8.1.0 Build 8127 Admin > Organization Details > Notification Rules (any template) There's an option called Close Request Link, but it doesn't act like a link. Just a normal text, not clickable. I resolved a request, which then auto send notification to requester. Then I forward that notification to myself, but it's just a text.
Put request title on subject template
Hi there, SDP version: 8.1.0 Build 8127 Admin > Organization Details > Notification Rules (any template) On the Subject area, perhaps include a [Request Title] variable? Users would not bother nor understand [Request ID#] so this information is not really useful unless they look at the content of the email or go to the web interface itself. Thank you.
Merged Requests Disappear
Hi all, One of our technicians recently merged two requests together, and they both have disappeared. Let's say it was Requests 1001 and 1012. Now, they both seem to have vanished. If we search for either request number,it tells us it is an invalid Request ID. We often have problems were replies to helpdesk emails are created as a new request so they need to be merged. So, I am fairly sure that the technician knows how to merge requests. However, even if there was a problem, searching for either
PRE DEFINING THE SUBJECT IN A REQUEST
Is there any chance that I can make the subject to be a pre-defined, that is an agent will have to choose from a drop down list of various subjects so I can have the universal subject for common reported issues
Swapping service request and incident requests and vice a versa
Yet another update released, and still have no abilty to swap support requests to incidents and vice a versa this was reported that it would be available in october release, now february and still nothing is there any chance we could get a firm time line, as we are holding back creating service catalogs and incident catalogs without this ability as we would want to disable the default requests
Can Location be added to business rules criteria?
We have tech locations at multiple sites internationally. We'd like to have tickets from people in location X go to techs in location X (probably by queue name). We can't do this because the business rules don't allow for the criteria of Location to be picked. can this be added as a criteria for business rules? Thanks, Justin
Issues adding work logs after update to 8.2 build 8200
Hi When I finally found where I could add a work log, I’m now getting an error “unexpected error occurred” when trying to save one. I have enter all the fields just to be safe but still getting the error, Please can you help. Thanks Will
Resolved Closed
Hello, i will add here some pics also to describe my problem very easily, meaning it's not a problem i just want to make the very fast method of closing the request As you know, there is a button, named, Closed, (see pic 1.) pic1 and i want to make such an Google Chrome extension or something to change "Closed" button to "Resolved' button. as i made Inspect element in Google Chrome i saw that a Value of Resolved is 4 and Value of Closed is 3, (see pic2) pic2 how i can make that the button Closed
How to manage devices that cannot be scanned?
We are currently implementing a first installation of ServiceDesk build 8127. We have many devices, mainly linux based thin clients, that we are not able to scan. In our environment these devices are basically consumable items in that anyone can replace them with new hardware if needed. We would like to have the devices inventoried into ServiceDesk as assets but modifying every device to enable SSH so that they can be scanned is currently not an option. Currently all of these devices show up in
archive data and then upgrade to latest version of SD Plus and impact
Hi All, This query is related to data archiving and version upgrade. Version : 8.0.0 Build 8016 We are deliberating for version upgrade. Before we upgrade, would like to archive old data. Is there any impact on archived data after version upgrade? Concern here is, once we upgrade, if we are not able to retrieve archived data, there are some issues. Appreciate any advise on above. thank you. vijay
Notification template format problems
Hi, We've been having problems with the formatting in the email templates within the notifications rules section. The font, font size and spacing is never consistent even though this is how its been set. We set the format, save and then if we go back to edit the same notification rule email template; ServiceDesk seems to add extra lines and messes around with the formatting. This means emails sent out to our end users have different formatting within the same email and looks very unprofessional.
Multiple email settings
Hi support, Currently we have two support emails - the noc and the servicedesk support emails. I believe that setup that we adopted is when an email is sent to noc mailbox, it forwards to servicedesk mailbox and then SDP polls to servicedesk mailbox to get the emails. The problem we have on this setup is, there are times when an email is sent to noc, and we forward the email, the sender becomes the servicedesk instead of the noc. Any suggestions to fix this?
edit request details
Dear All I need an option to customize/edit the request details (see attached file) We are using Servicedesk Standard Edition, Version 8114. Regards Julia
Report Query on reassigned tickets
Is it possible to create a report that will show for a 24hr period how many tickets where reassigned and by who. we are using MSSQL on our demo set up 8.1.0 Build 8109
Add Feature ID
hello guys one more time, on whole forum i was searching to add Feature to servicedesk and cant find any tutorial how to make this i want to add Feature with ID SDF- 25173, it would be awesome if give me some advice or copy-paste tutorial for this thank you
purchasing dep.
hello we have in our company a purchasing department, so how to create a purchase order so that the purchase dep. will handle it without the need of entering the vendors and other details by the order creator
Pass though Authentication
Is there a way to do pass though authentication so end users do not have to login? We are just starting to use the portal and trying to make it seamless for the end user.
Custom third party notifications
Hi, I have an intention to interact with ServiceDesk Plus in such way: I want my custom application to receive notifications from ServiceDesk Plus events (changing request status, assigning tickets to technician, etc). I can use existing API and ask for requests at regular intervals, but it's not seem like a perfect solution. Can you advise me some other ways? Thank you in advance.
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