Manage Tickets open on external companies
Hello Everyone, What would be good to manage an external ticket opened with a Internet Service Provider, for example? Supose we received a request telling about no Internet access and we found Internet link is down and an external ticket need to be opened at ISP, how to control/register it? Best, Eduardo
Unchecking Email Notification Box
I am a new user in ME ServiceDesk and I notice every time I create a new incident that I can close at the same time from an on-site request for example, a email notice is going out once for a new created ticket and another one for closing the same incident/request. This feels unnecessary on our users part and for us supporters. A simple uncheck box when creating and closing a ticket to skip the email notification would be helpful. Thanks in advance. Danny
8.1.21 Technicians not populating dropdown list in reports
In the reports module, I am unable to have the Technician list populated in the Advanced Filtering section when attempting to generate a New Custom Report. The Technician drop-down list works in all of the other modules properly. I tried this from multiple computers using IE 8 and Firefox and got the same issue. AFAIK: This feature was working properly prior to upgrading to 8.1.21 Thanks for any insights you can provide, Michael
issue in Change Management Interface
ServiceDesk 8121 How to reproduce this issue. Open any existing Change, open tab Implementation. ALL: Don't do IT !!! If you will click on the 'Description' tab on the 'Work Log Details' section -- you will see NTLM error. Now you will not see any details on the Implementation tab for any Changes. FYI. Support Team, please check and fix. Thanks
Change to Request Screen replace creation date
Hi, I have installed a trial of ServiceDesk MSP. Is there a way of changing the request screen to show open requests by account in order of their last updated date? Currently the request screen shows 'Creation Date' as a column, and they are sorted by this. I think it would be more useful to display the last updated date and sort based on this. Regards Gavin
MS SQL database connection
Hello to all, could anyone tell us where is SQL credentials stored on SDP installation? Thanks in advance
mail server settings
Hi, I am setting up the fee of the Standard Edition for helpdesk SLA , and am having problems with the Mail Server settings. Please find the log [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: MailFetchingTask instantiated. | [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -2| [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|:
Move Default Attachment Location
Is it possible to change where attachments are stored? I have seen a few posts relating to this but they are about 2 years old so I am hoping that something has been updated to make this configurable... Many thanks,
not notify ticket in new incident
Hello everyone, I have a problem with Manage Engine ServiceDesk Plus When I create a new incident I do not want to notify users with an email, just create a ticket. in fact I want to choose whether or not the user gets an email for every new incident I create and when closing a ticket. the problem is not due to the email beeing sent but for some cases I create I want to have a box I can unmark so a notification wont be sent. I already tried changing and browsing for a similair setting in ME, but
Edit API responce screen
Hi, I have created several API forms. All are working fine. But as confirmation screen is unfriendly for users. Is there any chance to get rid of this: <operation> <operationstatus>Success</operationstatus> <workorderid>64246</workorderid> <message>Request created successfully with WorkOrderID : 64246</message> </operation> and create custom message? Thanks for any help. Pete
Make Site field mandatory
I need to make the Site field mandatory when a requestor is submitting a request. I went into the templates and it seems that this is the only field that is not able to be made required (There is no pencil icon beside this one). Is there anyway to do this?
Reply from request generates new request
Hi, When I reply to a request it generates a new request, but only when the request is assigned. I have read simular problems in the forum but I cant find a answer. And I have the " Request ID : [##45842##] " in the subject row. Can you please help me with this problem. Kind Regards Robert
Bulk Upload Solutions and Custom Fields
We are evaluating SD+ 8.1 currently and need to know if it is possible to bulk upload Solutions via .csv or some other method. A more complete question would be what modules of SD allow bulk uploading, Asset, CMDB, Solutions, etc? Additionally which modules of SD allow creation of custom fields? Thanks!
System Logs
Hi all, I noticed when upgrading to the latest version of service desk plus that it took quite some time to backup the system logs in the database, when I went into the logs I saw there are some 300,000 entries. Unfortunately the "Delete All" button times out and doesn’t delete any and the maximum I can manually delete through the webpage is 1500. I was wondering if there is a script or anything I can do to purge the logs on the server? Also I should point out that we have no idea what the
Pass Through Authentication Stopped Working
Hello, My service desk Pass Through Authentication was working fine until a few days ago. Every time I try to access Service Desk through Internet Explorer I am prompted for login credentials. When I enter my credentials it fails. After three failed attempts the service desk login screen then appears from where I can log in successfully. IE Version: 9 ServiceDesk Version: 8.1.0 Build 8110 Any help would be greatly appreciated. Thanks.
Restrict Columns Requesters see in Solutions
Is it possible to restrict or change the default columns that requesters see when browsing solutions? I'd like to default to the solution ID, Subject, and number of views.
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?
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