How can i make mendatory fields in problems tab
Dear ME Team, I have added 3 fields in my problems tab, and i want to make those new fields mendatory like "Title" will filling up any new problems. So please let me know how i can make it mendatory ?
Filter solutions by Public/Private
It would be helpful to have the ability to filter solutions to technician only, public only, or all. I often find it difficult to sift through solutions and keep them up-to-date. Currently it would appear you can sort by Approval status and you can group ascending or descending by ID. I was hoping that v8.2 (8200 SP1) would have added that feature, but sadly it did not. Chris Davis srqhelpdesk.com Sarasota, FL
8200: Requests: Change of technician and other fields in Edit Mode not possible
Hi, we have jst upgraded to 8200, and the project tool is quite usefull for the helpdesk team! Nevertheless, after upgrading, we are facing the following problem: When you are editing a request, you can change any field like technician or category etc., but after the change it is not possible to press "update request", so the changes are not stored in the DB. Workaround is to change the fields in no-edit mode by clicking on the field and use the check button. But this is not the usual way of
Built in Administrator account
Hello, can the built in Administrator account be updated to a different login ID and enabled to support AD passthru authentication? Right now, when I open SD+, I'm logged on automatically with my Windows account, then I must log out from SD+ and log back in using local Administrator.
Scheduled backups SDP
Hi, Where logs are stored in the scheduled backups? Is it possible to set the path to store the logs? Thanks a lot!! Mauricio
Mass Delete
Is there a way to delete mass amounts of requests? I have several thousand I need to get rid of when my monitoring went off. Thanks!
Issue with Auto Technician Assign
Hello, We have deleted one of our technicians and attempted to add Auto Assign to allow us to automatically assign support calls. I have noticed that in the technician list as shown in the picture Martin out old tech is showing twice even though he has been deleted. When setting up the auto assign I have excluded all the techs I don't want it to assign to however Martin isn't in the list as we deleted him. All of a sudden Martin is getting calls assigned to him however his account has been deleted.
After 8.2 > Search worklog not working
Hi Guys, After upgraded from 8211 to 8.2 I'm trying to search informations stored at worklog description (at left bar, Search in: Requests , Sub Modules: Work log) and the SDP cannot found. It worked before.
Roll back to old version after 8200
Build 8200 destroyed my installation of SDP, so I need to roll back to an older version. I have downloaded the .EXE from the archive site renamed the old ServiceDesk directory (to ServiceDesk_Old) Used the uninstall option to remove SDP from the Installed program list in control panel Launched the SDP setup program and followed the wizard; had no errors Setup completes, and requests starting the SDP services. It goes through a number of loading screens, and then gets stuck on "Application Layer Started....."
Is it possible to send a notification email when a ticket is submitted via email?
I must be missing something very simple here. I am trying to set up SD+ to notify our group when an request comes in via email. If I go into the system and enter in the ticket I get alerted but if someone sends and email we do not. We keep SD+ up and running but when I am away from the office I'd like to be notified by email when tickets come in. Is this something simple to do?
Report Stacked Bar group by Created Time
Dear, I have following problem, I need to do a stacked bar chart with number of Requests Group by Created Time and they Data Format should be Month but in Stacked Bar Chart isn´t Data Format available. Could you help me please or give me a hint? Thanks in advance! BR, userah
Custom Report needed showing relationship of changes to number of requests
Goal: I need a report that shows the number of requests received over time (7 day or 30 day) and the number of changes approved during that same time period. We can then show the impact of changes on request levels. Columns ID, Title, Date Graph Line Chart showing the total number of daily requests received Bar chart showing the total changes scheduled by days.
Maintenance Mode
I was thinking about this when I upgraded my dev instance When you upgrade service packs, it just shuts down the webserver and throws a Page Cannot be displayed error. It would be nice to put a message up "ServiceDesk is unavailable for maintenance. Please try again later." You could even take that a step further and allow us to add notes to that message.
Custom Report Needed for upcoming changes
Goal I need a report that can be sent to the IT department every Friday which lists the approval status of each change for the next 7 days. An indication of approval status with the number of approvers that responded would be great. Columns Need Change ID, Change Title, Requester, Technician, Change Type, Scheduled Start Time, Change Approval Status, Approvers Responded (like 2/5, 2 of 5)
Introduction of Project Management in ServiceDesk Plus!!!!
Dear all, We are planning to introduce Project Management to the application and appreciate your valuable comments on the same.Here below mentioned are few points on the features being brought in. * Project will have multiple milestones. * Milestone will have multiple tasks * Tasks can have multiple sub-tasks( sub-task not allowed to have another sub-task). * Time Spent entries for tasks. * Recent updates under your permitted scope(allowed projects or milestones).
auto-assign request Vs. part-time technician
Hi there, We set up ours so it will auto-assign incoming request using Round-Robin method. Problem is, we got a technician that works only a few days a week. I can manually exclude him from the auto-assign group but it's a hassle to do this several times a week. I tried to find some kind of "technician roster" but can't seem to find it. Is there such a thing? Thank you in advance.
Requester View: Clicking the top category for Service Catalog produce an error
Hi there, As the subject says. I've set the value of the settings below to No: Admin > Self Service Portal Settings > Combine incident and service templates listing for the service In Requester View, when they hover on the Service Catalog shortcut at the top bar, the categories are "clickable", while the Issue Catalog doesn't. Clicking one of the top categories link will produce an error (see below). To prevent confusion to clients, is it possible to disable the "clickable" function? HTTP Status
How to create sub-reports
Hi, Does anyone know how/if you can create new sub-reports for use in a custom summary report?
Email Command REQUESTERE-MAIL not working
I currently have the email command parsing working. I can specify many items including REQUESTTEMPLATE, PRIORITY, etc. But one that doesn't work, an important one, is REQUESTERE-MAIL. My scenario is that I can creating a web page (the web server, email server, and SDP server are all internal, on-premises servers) that takes a request subject and request description and creates an email and sends it to SDP. I am going to create this email object (in C#) and specify the FROM as being a known requester.
Cost Center Codes longer that 24 characters
I can only seem to add in codes that are 24 characters or less. Anything more, is just cut off. Is this a known issue?
Lost template? When use Show Incident / Service Request templates for technician
I believe that this option is available in version 8124 can be improved. If I, as administrator active this option, I no longer see the service template until I add myself to the group which was defined in the "Associate Groups to Template". Another idea is that many technicians are requester too, then I imagined that when activate this option the template stay as "requester mode" for technicians that aren't in the "Associate Groups to Template" because these technicias may need this template as
Receiving requests assigned to another Support Group
Greetings, Here is my situation: Using a business rule, emails sent to ithelpdesk@xyz.com creates a request and placed in group "IT Helpdesk". There are currently 3 people (note: all 3 are SDMINs) in this support group including myself. This seems to work fine. Using another business rule, emails sent to webhelp@xyz.com creates a request and placed in group "Web Helpdesk". There are 3 people in this Web support group and I'm NOT assigned to the "Web Helpdesk" support group. The issue is that
New Worklog Behavior
The new worklog behavior has a lot of potential. The 81xx build behavior would populate the Executed Time with the current date/time if none was submitted. The 8200 build now populates a createdtime field that isn't visible in the UI by default. I have a few issues with this 1- The change now breaks existing reports that rely on the time field. If I don't manually enter something in starttime, then the data won't show up on the reports. createdtime is not always the same as starttime. 2-
Replace Asset (workstation) whilst retaining relationships
Hi, I want to be able to replace an asset in ServiceDesk Plus whilst retaining the previous CI relationships. Specifically: If I swap a users workstation I would like the relationships that applied to the previous workstation (e.g. local printer) to apply to the new one. Is there any way of doing this? Thanks, Hayden
ServiceDesk Plus Remote Control - Log off message and Multi Monitors
Hello, I've done some reading here already, but couldn't find an answer for this first one: 1) Is there a way for the client to receive a message when you disconnect from a remote control session? 2) I've already seen a ME post stating that remote control doesn't support multiple monitors. Would it be possible to have the program switch the client's PC to single monitor mode or something similar? In my testing, remote control is completely unusable in most multi-monitor situations since you
Version 8100
Dear All we need the Servicedesk Version 8100. How can I get this setup? Regards Julia
error while fecthing mail
Hi my service desk was eworking perfectkly untill yesterday, now it cannot fetch emails or send emails, I have checked all settings and user names and is fine, is there a log where I can see the error? Regards
Feature Request for SDP & SDPMSP - Ability to disable Surveys
Hi Support I have had many of my customers ask me to add the ability to withhold surveys from requesters based on criteria like; If a particular CSI is selected All tickets assigned to a particular Group Tickets are escalated to a outside party to be resolved If a request has been survey in the last X number or days (30, 60 90 days etc.) By mode, if an alert triggers a ticket, the server that overheated doesn't need a survey...LOL BIGGEST OF ALL, in MSP BLOCK ALL SURVEYS BY ACCOUNT Alex Bianco
Disappearing Reports
When saving custom reports to be viewed by "Just me(Private Report)", they seem to disappear. I created a report, saved it to a folder and marked it as Just me, but the report is not visible anywhere. Any ideas on why I can't find it? Thanks
MySQL Error "Column count of mysql.db is wrong."
I am getting this error "Column count of mysql.db is wrong." on my MySQL server for the servicedesk plus (the default install that comes with Service Desk) Is there anyway to fix this. I have googled and there are solutions for other MySQL full installs but seems the tools they used to fix arent present in the MySQL server for Servicedesk.
Business Rules & Service Requests
We have a business rule that is firing off after creating incidents requests but not service type requests. Do business rules apply to requests of type "service"?
software licenses asset allocation
Hi, I have a product that we have purchased 600 licenses for, when I add the licenses into the assets so that I have 600 licenses listed that is fine. when I select site A, I see 600 licenses available, if I allocate 15 licenses to the workstations in that site, the available license count drops to 545 correctly. when I select site B, I see 600 licenses available again, not 545. How do I add the licenses so that when I allocate to different sites, it comes off the total number of licenses ?
CI Name without DNS record
I have dozens of devices on my network that are only reporting back only IP addressesd (mostly printers). If I change the CI name to allow my tech staff to better identify the asset and for reporting purposes, future scans all fail as the device does not have a reverse DNS record for that CI name to IP address. Why does scan not use the IP address for scanning? Also, why is SNMP not pulling in all the details of the device? All other asset scanning programs we have used in the past (ScriptLogic,
Problem with description request
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
Enable "Pass-through" Authentication
hi, I was trying to ebnable Enable "Pass-through" Authentication. I configured all the required settings in Active Directory Section a I enabled pass-through authentication but while i logi to a system as a domain user into a computer which is joined yo the domain it required authentication before the servicedesk page appears while i enter the user name and password to goes to the login page of the service desk and i need to lenter the username and password again could you please tell me why is
SNMP Scanning
Hi, SDP is recently implemented in our Windows environment. Scanning of Windows machines is successfully done but only for few which have internal issues. However, I have SAN storage devices (FAS270 & FAS2050) with SNMP enabled. How to scan those devices? Regards, Majid
Unknown type OIDs that are not routers, switches, printers or access point
How do we handle assets scanned that report invalid OIDs that are not of the type routers, switches, printers or access point? We have networked devices such as Environment Monitors, UPC's, Power Strips, etc that are network devices that can communicate via SNMP, but are not of the types available. I am unable to identify the device by OID correction, and without that, scans continually fail on that device. I am on 8.1 build 8127
Initiate scan from command line
Hi, I would like to start a scan using the assetexplorer agent in Servicedesk plus after we deploy software to the workstation. Can someone advise how to kick it off from the commandline ? Thanks in advance Michael.
Software security
Hi, We intend to deploy the tool Helpdesk Manage Engine on a DMZ and open the gate to our customers so that they can see the progress and create a ticket. However, since a web portal involves opening our private network to the outside and therefore security problems. I wonder if the software has been tested for safety or if there are security vulnerabilities. Sincerely,
Email Notifications and Loops
I have two email addresses that the business use to notify us of incidents, depending on what aprt of the business they effect. Servicedesk@ and NOC@ If the business put both addresses in an email then when SDP logs the ticket it sends an autorepsonse with the ticket number, this email then creates another ticket and a loop follows. In the admin tab under notifications, junk notification filter I have added the servicedesk@ and NOC@ addresses as advised by ManageEngine support but the loop continues
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