Table of Translation
Hi, Could you please tell me what is the table for Translation of Service Desk Plus in SQL Server? Best Regards
MS SQL connection on SDP
Hello to all, could anyone tell use where is SQL login credential stored in SDP? Thanks in advance
Error while adding the VMHost.
While I was adding the 2 VMwares to the SDP, I got the error. (192.168.4.33 and 192.168.4.34) Manual test by ping, 443 https port telnet worked on CMD. (also these VMHost servers are added on OpManager without any problem) Thank you in advance.
Updating to 8122?
According to the about screen, the latest SDP version is 8122 however on the website it will only let us upgrade to 8121. Is there a different route to upgrade to 8122? Thanks.
Notes and Work logs in custom report
Hi I am trying to generate a report for a period of time that include the following fields: Request ID Request Type Requester Dept Urgency Impact Priority Category sub-category subject Technician Group All notes with note editor Work Log However, I was able to include all fields except Notes and work logs fields. So would you help me to generate such report Appreciating your support Thanks
Trouble with Spam Filter settings and E-Mail command function
I am trying to set up the e-mail command feature of SDP and having issue with the spam filter not allowing accepting the email command message. Our current Spam Filter in SDP is Match ANY of the folowing (OR) [Rule 1] Subject contains "out of office" or "Undlieverable" [Rule 2] or subject does not contain "[Request ID: ##" The reason we set this up the rule for Out of office and undeliverable was people who had out of office on or were no longer with the company were sending back auto replies or
iPhone App
Any special instructions to use this app. We keep getting the error "authentication failed" and I know we are entering the proper credentials. We use active directory to authenticate so we created local passwords as well just in case but still no luck using build 8017 of SDP
Make tasks searchable
Currently we use tasks on our requests. The only problem we have is when you search for things by keywords and that keyword is in a task then that task is not part of the search results. I would like for there to be a way to search and have tasks included in the results. Thank you Marcus IT Support Manager
MIBs in SDP 8
Hi I'm trying to scan (SNMP) a Big IP f5 load balancer. I've checked that the SNMP agent on f5 is listening at UDP port 161 and I've configured the correct read-only community string in SDP. However, my scan times out. I don't expect a problem with latency between my SDP server and the f5 as there is no firewall in between and the latency is very low (far lower than the 5 sec scan timeout). I read that SDP uses the standard MIBs : MIB-II (RFC 1213) and Printer-MIB Products like f5 have their own
Change DEFAULT Request Template
Hello guys. i am looking for a chance to delete or change the DEFAULT REQUEST Template. I can only create a new REQUEST FORM but i want to set the new created Form as DEFAULT and delete the DEFAULT REQUEST FORM. Any Ideas on that? I am Using 7.5.0 Build 7506. Thanks and RGDS Sebastian
Easy way to link assets to users?
Hi, Is there an easy way to link assets to users during the creation of a request? We find that on the default request screen there the field to search for an user assest and use that for the request but the next time the user creates a request the assest is not in the dropdown of the user. So is there a way to link the two during request creation?
Mail Sending Problem
Our SMTP server is changed and we have configured the servicedesk SMTP with new settings. But while try to send mail getting the below message- "sending notification failed" Below is log- [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error code : 18013| [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED" ERRORMESSAGE="Mail
Technician Notifications
We are using the software to support users on two different domains. We have dedicated technicians that support the users on each domain. Is there a way that I can set it up so that the technicians for domain (1) only receive notifications for users in this group and the technicians dedicated to domain (2) only receive notifications for their group? I do not want them to see requests for each others group.
Migrate from SupportCentrer Plus to ServiceDesk Plus
How can i move from data from SupportCentrer Plus to ServiceDesk Plus. Our company is growing and we feel the need to move to a more uniformed system.
Meaning of Time Elapsed?
Can anyone please help me to get the Meaning of Time Elapsed? Some of my tickets are showing Time elapsed = 0 Hours --------------------- Rajesh Singh
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
SDP on Win Phone 8
Hi - Just picked up a Lumia 920, running the latest build of Windows Phone 8. The standard mobile client seems to work OK, but there's a bug in the full client that prevents it from being completely usable. The request tab will load fine. However, the drop-down to select "All Requests" or "Pending Requests" etc, does not work properly. Essentially you cannot scroll the drop-down to select any setting that doesn't show when the drop-down first comes up. When you try to scroll, the drop-down does
Implementation service catalog in service desk plus8.1
hello I want to Implementation service catalog section in manage engine service desk plus8.1 and i really need a complete sample of implementation service catalog in service desk. I want to implementation It services and business services. and i have a second question: can i use another services in one service?? For example in one business service i want to use another two business service and i want to report from them. Totally,what is the meaning of service in ITIL and how implementation services
Date/Time Stamp
Is there an easy and faster way to enter date/time into the body of the description besides typing it in? I could create a macro with another program to use for this, but it would be nice to have a button that did that for you.
Help with custom templates
Hello, First of all, thanks for your nice work. Here @ work, we are using SDPlus for incidents managment. We have created several custom templates wich work great. But, let'm imagine the following scenario : A customer calls us and talks about his problem. Here, we create an incident with the template "A" But, during the call it appears that in fact the right template was "B" If the agent changes the template from "A" to "B", everything that was written in the Description field is erased :/ Is
Not able to open/view attached documents when sent PO approvals
When sent an approval for a Purchase order the user is not able to open any attached documents via the approval email sent or on their web portal home page. Version 8.1.0 Build 8106
Export all ticket data and attachments
Good afternoon, is there a way to export all ticket data and attachments from the system into something that can viewed outside of ServiceDesk? We're using SQL Server with Service Desk Professional Plus.
8.0.0.27 to 8.1 update error: Data is Improper
I'm trying to run the update from 8.0.0.27 to 8.1 but am getting the error : Migration is not started as Data is improper. Some of the ProductType names are empty sring. Please contact the Service Desk Support team. I saw another post similar to this and ran the queries for component type and definition and have attached the outputs.
Dashboard "This Month" report listing Monday in previous week
I've seen this reported in the forums previously and the only suggestion was to check/change the "Start of the week" day in the Self-Service Portal settings. I've chosen both Sunday and Monday and it doesn't fix the issue. The Dashboard "This Week" and "Last Week" reports both work fine however, it's just the "This Month" report that for some reason includes Monday's tickets in last week's column. Any suggestions?
Scanning VMware Hosts
How do I go about scanning an ESXi 5 host? The admin guide says you can do it but doesn't actually show how? What's required on the host side?
Service Catalog issue
Hi, my company is currently testing out this product and I am trying to create a few "Port Request" templates in the Service Catalog. The problem I am running into is that admins can see the second template, "Port Request as a Standard Ticket" but the regular users I created cannot. They only see the first one. The template is enabled. Is there some other place that needs this enabled so regular users can see it?
Contextual search for requesters
Hello. How can our requesters make contextual search by request's descriptions using search box on the left sidebar? In technician interface we can searching by description, but under requester's interface are able searching ONLY by Solutions Keyword. Is it possible to find requests if our requester does not remember, what he write in the title of request? In this case spot search does not help. Please help to find the solution.
Conversations
When a user fills out a a service desk "ticket", an email is sent to the technicians via Outlook. When inside the service desk ticket, you can reply to the user, that will then be sent to the user via Outlook. If the user replies to the service desk email, the reply will not show in the conversation list. How can we get it to show in the conversation? Also, How do we set up the service desk emails to be sent to more than one technician? Thanks, Ashley
Clean up or synch Requesters in AD
Is there a way we can sync our requestors with Active Directory? I have a bunch of old requestors in Manage Eengine, I know we can import the users but I would like to mark them to delete or inactive or something if they are not found in Active Directory? Is this going to be possible in the future if it is not now, or even cync to a distribution list that we maintain in AD. Thanks for any info Kevin Hardy
SQL 2008 R2 Supportred?
I see other articles talking about using SQL 2008 R2 but the answer always says 2008 not R2. We are running build 8121. Can we move our Database to a SQL 2008 R2 server?
Cannot find Desktop Central server settings tab
Hi in order to link Service desk plus and Desktop Central, according to the page on generating an authentication key you have to go to admin > general > desktop central settings on SDP (I cut and pasted the text from it below). I can't find it in our SDP general settings (please see screenshot). Does it need to be enabled somewhere else on SDP? please advise. We have SDP Standard 8.1.0 and Desktop Central 8.0 build 80035 Please let me know Regards, Kahthan Login to the ServiceDesk Plus console Click
Searching requests is slow
Using SD+ 8.1.0 build 8109, searching requests takes upwards of 15 seconds to respond with results. We're currently approaching 95,000 tickets in the system, however, we've archived requests before 2/1/2012. Is this normal behavior, or is there something we can do to speed this up? SQL 2008 back-end.
Minor bug - task variable
I was having an issue that when tasks were assigned, sometimes the link that was given went to a 404 error. I realized that for some reason it was putting http://servernamehttp://servername in the actual URL ... instead of just once. (Display looked correct, but if you hovered over you could see where it was actually trying to go. I checked the $TaskLink variable in the template and it looked fine, but just for fun I deleted it and tried to choose it again. When I clicked on the "Link" content variable
Survey email subject and welcome message
Hello, we activated the survey since few days and realized that the "welcome message" text is used not only in the survey page but also on the email subject sent to our customer: Is there something we can do to have different message on email subject and survey welcome message ? Note: we're using SD + 8.1.0 Build 8121
Pass through not working
I'm having troubble with Pass through auth in build 8116. It worked for a short period but now it stopped. No errors are displayed, i just get to the login page. SSO log says: (I'v changed the ip,domain and username.) 2012-11-07 10:31:08: HttpSecurityService: C: GET /ntlmv2 2012-11-07 10:31:08: HttpSecurityService: isProtected=true,token=false,passwordCredential=false,provider=false,isLogout=false,isAnonymous=false,connectionId=123.123.123.123:51090,authContexts.size=0 2012-11-07 10:31:08: HttpSecurityService:
Business Rules to be run after request re-opened upon receiving mail from a user
Hello. I see business rules can be run when creating and/or updating a request, but the act of re-opening the request upon receiving an email from the user is not considered "Editing", and business rules are not applyed. Is there a way to apply business rules also in that case, just as in the case as request being edited? Thank you. Federico.
ServiceDesk Plus iPhone App Approvals
I would love to be able to accept/reject approvals from the app. We travel a lot and the ability to accept/reject approvals from the app would speed up our internal processes tremendously. Thank you,
Technician cost calculation
Hi, I've come across a slight flaw when I began to add time to cases, and although it's hardly a major flaw it still bothered me a bit as I had to do a bit of extra work. The problem is that when I enter time on a case and press enter without clicking anywhere else before it, it fails to calculate the cost and merely shows the cost as "0.00" while the added time is correct in all other aspects. So sometimes when a technician is rushing a bit it's not certain that the cost gets calculated properly,
Link on Request ID
Dear, I have following problem: If I create a custom Report then exist an link on Request ID, but if I create a query report then isn´t exist an link on Request ID. See following: Custom report Query Report Thanks in advance!
Software metering??
Hi, Can you explain how dose software metering work? I'm left it scanning everyday but software usage still show "Not Known". Should I have to do to make it work? Thanks, Sakarin
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