change status don't send mail whit domain technician
hi, i have a problem when a technician (from the domain), change a ticket status, Service Desk, don't sent mail notification to the requester, if change status whit technician (from local user), Service Desk send notification correctly, why? thanks
Hotfix 8119 Failed
We just did an upgrade from to 8119 from 8112 and failed. ServiceDesk service fails to start. Windows Event ID 7024 The Windows cmd "sc query servicedesk" returns a service_exit_code of -1 Help!
Notifications when assign a ticket Servicedesk Plus
Hi, When you assign a ticket to a technician is notified by email. That is correct. Can additionally notify another technician or other person of this assignment? regards, Mauricio
Last Updated by Technician Report
SD Version 8026 Hi Support, Please could you assist me in creating a MSSQL query to run a report that contains the following; All pending requests with the below columns including an extra column at the end that shows the last time a technician updated the request as shown in the history. (Including adding a note, Work Log or Conversation) The data also needs to be grouped by Technician Group. Any assistance would be greatly appreciated. Thanks In Advance. Gary
Report Total group time spend on a ticket
hi, Is it possible to calculate the duration of an incident for a specific group or for a technician ? For instance in this ticket the query or stored procedure would return 2 lines : 11:27 - 11:30 => 3mn for the group EUDC infrastructure 11:46 -11:30 => 16mn for the group EUDC application Iwould like the total time spend on a ticket or request for a Group or a technician Any help would be appreciate Regards, Eric
Safari Mac problem with attachment name: FileDownload.jsp
Hi, when I download an attachment from Service Desk Plus (e.G. at solutions) on Mac Safari (OS X 10.6.3 , Safari 4.0.5) the download will be saved as FileDownload.jsp This happens only on Safari not on FireFox or Windows computers. Any hints? Thanks, Alexander
Active Directory Pass-through authentication "Failed to locate authority for name"
I look at post in this forum and others but still can't find a fix for this. In the logs it says "Failed to locate authority for name". I ensured that we are using the FQDN. I get no errors when creating the computer account required. We are using a 2008 domain server. Do I need to do something to enable NTLM on the server side?
ServiceDesk Plus Training in Melbourne
Hello fellow SDP users, Just wondering if anyone has come across a company in Melbourne who offers either onsite or classroom training for ServiceDesk Plus? Many thanks, Chris. Chris Jay Service Desk Manager Regis Aged Care +61 3 8573 0484
Maximum size inside the ticket SDP
It is possible to increase the maximum size of data that can be inserted into the body of a ticket?. At present this in 64KB The size of the description being Greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html I have MSSQL Where you make the change? Regards, Mauricio
Microsoft CRM
We are considering your software to be used as a help desk solution for our company. Currently we are using Microsoft CRM and was wondering if your software can intergrate with this software package?
Hangs at updating Request
ServiceDesk 8116. When update the information on the request window pops up, "processing" and then nothing happens .. how to fix?
Custom report page size
Hi all, I noticed this was answered on this forum back in 2006, but thought I would ask again to see if things have changed since then. Is it possible to adjust the page size of the reports that are produced, as when they are printed from pdf etc they only fill about 2/3 3/4 of a page before printing on the next page, this is on A4 paper Thanks Lee
SDP Support for iSeries and Xen Servers
Hello, I'd like to know if there is support for scanning of iSeries or Xen servers. SDP seems able to notice that these servers exist, but routinely fails to audit them. Are there any add-ons or software that we can load that will make this work? Maybe a setting somewhere that needs to be changed? Thank you, Dan
service Desk plus restoring issue
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: sale7_sa@hotmail.com Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to restore from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes,
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication?
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication? I tried the method described in the FAQ for customizing the login page by changing web.xml to point to index.html instead of Login.jsp but when I do that, it breaks Windows pass-through authentication with AD. I want to remove the external call to www.adventnet.com for a gif file because it is causing issues here.
Workflow Approval for Line Managers
Could the workflow for approvals be extended to include the users line manager, as many processes and approvals do not require the department head level of authorisation to proceed. There is currently an operator $DEPT_HEAD$ which will assign the users department head as the authoriser. An additional operator for $LINE_MANAGER$ could be added to assign the users line manager as the authoriser. This line manager could be imported from the users active directory account and displayed in the my
how to show the request link on the task
The tasks when added to requests are so confusing!! everytime there is task associated with a request, is there any way i can show the technician some link to the request itself in the email notification for task?? if i have a request template where i have tasks created initailly, everytime i use that template, all task notification emails will be send to the technician. But they have no clue as to which request this task is associated to. is there any way i can do that so that the technician know
Can't add new product
When I click "Save" nothing happens!
Integrate two SD+ instance
Hi, Due to M&A activity, we have a requirement to integrate two SD+ instances in one. The user authentication is done using AD as backend. The two AD forests and domain are now integrated and users of both SD+ are now using same AD domain. I would appreciate any help to know:- 1. Is this possible to integrate both instance? 2. Is it possible to import data from one instance to another by assigning a new Request ID (since request id's overlap in both the instances) If any of above is possible
Tickets Not Created Via Email
We are using an email address "helpdesk@abc.com" for emailing help tickets. The tickets are not being created in SD when an email is sent to "helpdesk@abc.com" Why would this be?
ServiceDeskPlus Pickup Request
Is it possible to pickup a request via email? ie. if I reply via email with a keyword like "pickup" to a request it would use my email to assign me the ticket? I might be able to do so via business rule?
Is it possible to apply a License to an IT component?
In our company we use servers which have modular decoder cards which have their own firmware licenses enabling different features. We have all the licenses in Service Desk and have entered the decoder cards as IT components, but we don't seem to be able to assign any software licenses to the components. Is there a way to do this as we would like to track which license is assigned to which card, and when it expires? Thanks
MCAL licensing
Hi, We are using StoreGrid a back up system by Vembu, It issues MCAL (Monthly Client Access Licenses), they expire monthly. How do I incorporate this when I do a PO and if there is a way I can see if they run out? Simply put when I buy licensing through PO and associate to assets, I want it to be used up per device and alert me when I run out of licenses. here is a link to the software and licensing explained by Vembu: https://storegrid.vembu.com/online-backup/sp-help/PageHelp/mcal-utilization.html#mspeus-util
Feature Request to improve the ContractsView section of ServiceDesk 8.1.0 Build 8109:
1. Allow the option to save a custom/default view other than "All Contracts". 2. Add the ability to assign an owner in the Contracts > View Contract page. 3. Add 'Contract Owner' to the ContractsView Page so that the list can be viewed/sorted by 'Contract Owner'.
How to make a change.
Good afternoon tell me please, can I change the numbering change? for example, iz1 iz2 ID. With respect for the user.
Description not shown for support groups!
Missing description for Support Groups:
Single sign on don't work
Hi I'm trying to set up the ServiceDesk Plus And would like to use the Single Sign on. I've set it up and imported the users. But when they try to connect to the site http://servername:8080 they get a windows authentication pupop all the time....then if you type in your cridentials it just keeeps poping up until it times out. After that the deafailt logon page for Servicedesk plus shows.
Admin TAB - Missing from account 'Administrator'
Somehow I have managed to remove the Admin TAB from the Administrator logon. Q. How to I get the back?
Preventive Maintenance Task - Wild Card usage
I have a Preventive Maintenance task setup in our Service Desk. In the subject line, I'd like the date to be added when the request is generated. Is it possible to use wild cards to add the current date in the subject field when the request is generated? Thx. Dave
logging in problem with iphone/ipad
Hi, I'm getting an incorrect username/pasword error whenever I try to log onto servicedesk plus from either an ipad or iphone, this is happening on either the proper site or the mobile version. It works fine from any other PC. I have checked that it's not automatically putting a capital letter at the beginning of either username/password and have checked it's AD authentication and the domain is selected. Any ideas? Thanks
Restoring Data Issue - Urgent
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: xxx Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to Backup from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes, just windows become
License Agreements
When trying to add a new licence agreement we keep getting the following error. com.adventnet.persistence.internal.UniqueValueHolder Under the Agreement Number. It doesn't matter what we put in this field we get the same error. We've tried rebooting the ServiceDesk server but still got the same error.
Sending email to non domain users
Good day, New to ServiceDesk Plus (and Desktop Central).... I am having trouble configuring the mail connector and I hope someone can offer some advise... SD Plus is receiving and sending email to and from my domain users and users who have an Exchange account, but it fails to send emails to a non domain\Exchange user. The users are listed in the SD Plus as Requesters and can log in without problem. I am also using UpTime to monitor some servers and I am using the same email account to send alerts,
Importing asset details
Hi I am currently trialling SDP as a possible asset management solution. It has scanned our workstations ok, and now I would like to update some of the details it couldn't automatically get (e.g. monitor serial number, cost etc). I have exported the details of the workstations from a room through the reports to excel so I can bulk update some of the information. I then save it as a CSV ready to import back into SDP. The problem I am having is it doesn't seem to want to have all of the fields back
Can i Edit Requester Role?
I need To Give a Close and Delete permission to Requester , I Try to Edit the Role but i cant its Disabled .. How Can i Do this ?
Ability to edit/delete the request when that request is not assigned to technician or technician is not read the request.
Hi, All, Ability to edit/delete the request when the request is not assigned to technician or technician is not read the request. Thank you in advance.
associate incident / change the filter
Hi all, how can I change the filter, when associating an incident to a change?? => attachment thx stephan[/img]
Unable to change the group and technician
Hi, After the upgrade of Manage Engine Service Desk Plus to 8.1 Latest Version. Once the user has created a Service/Incident and it has been assigned to a group and technician the request is than needed to be transfered to a higher level when you try to change the group and technician within the request without clicking on edit you are not abe to view the groups or a technician. Could this be a bug?? How could i fix this issue the previous version didnt have this issue. Any help or advise
Technician contact info is viewable by requestor.... Not good. This must have changed from previous versions.
We purchased SDP in February of last year and really like it. We have kept our upgrades up to most current and am awaiting SDP 8.0. However, something changes between February and up to last upgrade that is a bit disturbing. I was shown today that a requester with SDGuest rights only can click on the Technicians name in the correspondance header of the call and see their extension and their cell phone numbers. This was something we were worried about back in February but was shown that it would not
Customization
Please give me your feedback on the below mentioned:
Next Page