Business Rules order in folders
Hello We use business rules and we around 120 rules as of now. The problem when management them is to find the rule you want. I would like to be able to put them into "sub folders" where I can have just rules for Active Directory in one folder and Backup rules in the Backup folder. To have an order in the way the rules gets processed, You process the rules that are in the root folder first, then you process each subfolder in the order they are placed. The rules in the subfolders are processed in
SDP 8.1.0 Build 8101 VM Host Scanning
I have installed the latest version of servicedesk Plus in a test environment in preparation of the migration of our live version. The main feature that would benefit us is the VM host/guest scanning as we want to easily see which of our servers are VM guests and which servers they are hosted on. Although this feature is apparently available in the latest build i cannot see where this information is show. I have successfully scanned a VM host on our network and a VM guest server but neither display
Need from_thismonthlastyear & to_thismonthlastyear for date filter criteria
Hello, I am trying to find the correct filter criteria to filter (by date) completed requests in a ServiceDesk report. Thanks,
Auto Reply
hello all,, i need to edit the Auto reply message, can someone help please? i want to edit the messages that the system sent to the requester when he creates the ticket, and when i " as a technician" closed the ticket. thank you.
Disabled reports created by query in SDP 8110
Hi people. We have updated our SDP distribution from version 7611 to 8110 (OS linux, embedded mysql server). After this update we noticed that users without SDAdmin role are unable to run lots of reports. After digging this situation i found the reason of that issue. Such reports have value of 2 in REPORTTYPE_ID field of CustomReport_Details table Your ReportHome view shows links to this kind of reports like that: <A class=publicReport onmouseout=parent.closeDialog() onclick="parent.closeDialog();javascript:runReport('module=run_query_editor_query&report_id=30006',30006)"
Possible to limit how many filters can be seen
Currently, I do have a problem, with all the views currently in our installation. Thee are to many, and did takes rather long to find the one needed. I have thought of 3 possible solutions, but as far as I can see, none of them is possible. However, I am not sure if it not possible, or I just can't find out how to do it, so I'll just ask the questions: 1. There are some views that are builtin, for example: My overdue requests, Requests pending my approval and so on. Is it possible to delete these
Outlook Integration
Would it be possible to have the option to integrate the Technician Schedule with each Technicians Outlook Calendar to provide a 'real-time' and accurate view of when Technicians are available or not? And the option for another Technician or Admin to edit a Technicians availability, for example, as the team leader, i am unable to add Holiday in to SD+ for one of my Technicians.
VM/host & guests scanning
I use serviceDesk plus 8.1 trail version I ask when i scan my network or domain, if i have physical server which has several VM/server inside, after the scan end, what will exactly appear with the result in IT assets? - The scan will count and appear only the physical server? - The scan will count and appear the VM/ guests servers without the host server? - The scan will count and appear the VM/ host and guests server? i used oldest version of serviceDesk plus 7.6 and this is one of the biggest
Event ID 4625 being logged - bad username or password
Hi. We are running ServiceDesk+ 8.1.0 (build 8101) on a Windows 2008 R2 server and keep seeing Event ID 4625 logged in the Security Event Log - the account name is shown as a single Chinese (I think) character and the reason for the event is "Unknown username or bad password". This appears to be generated by E:\ManageEngine\ServiceDesk\jre\bin\java.exe Here is a screenshot of the error: Has anyone else come accross this before, or have any suggestions as to why this is happening? Many
Business Rules & Approvals
Provide a way to create a business rule that will look at the request type and then enforce an approval. We have request types for "Access/Permission" and "Change/Modification". It would be nice to be able to have tickets with these request types have an option to require approval. It would be even better to enable the rule to be customizable so that it is not all or nothing. In certain cases, it may be okay to allow an access request through without requiring approval. Another feature that we
Unable to login to mobile client
After upgrading to 8.1 patch 7 I decided to have another look at the web based mobile client, and when I get to the Login page I can only get login if the account is tied to a domain, rather than with teh standard login where the account can be SDP local. Was this intentional , and if so when do we get mechanism to login using SDP only again for mobile client , OR have I missed something ( again ) with Mobile client. Thanks, Andy
Work Calendar
We would like to change the calendar to start on Saturday through Friday. Has anyone tried to this before
ServiceDesk API servlet query
Using the API, how can I perform a query? for example, I want to retrieve all open requests. Then I could loop through that list to then read each individual request: http://myserver:port/servlets/RequestServlet?operation=GetRequestDetails&workOrderID=number&username=user&password=pwd&DOMAIN_NAME=mydomain&logonDomainName=AD_AUTH
CSV import fails for IT/Non IT Assets for all technicians
Hi, I gave to some Technicians the "Site Admin" role, but when they try to import IT assets from a csv an error occurs: Error : java.lang.Exception: You are not Administrator, creating new user permission is not there for this role I found a workaround, adding a column in the csv file with a "fake" user. I created it within the same Site and Department of the Technician. But this is a little complicated to manage when I have to import a lot of assets. Is there a better solution or workaround? I
ticket closure and approval parts
hello i have two question if anyone can help please. 1- when i close the ticket, small window shows up " acceptance of the closure" what does that means? 2- inside the ticket , when i go to action button, there is a " Submit for approval " , what is this part for ? thanks in advance. Ahmad
Dashboard Data Extraction
Is there a way to extract the dashboard data so that it can be displayed on an intranet as realtime stats? We would like to implement this in our company so that our users are able to see how busy we are as a team and show our current open tickets and their status.
DROID apps store
We were able to download the APP and install it on our DROID phones. The Admin profile can sign on without a problem but everyone else can not sign on. we all receive an username or password in incorrect We are not AD based We are using the current version 8116 Anyone else have this issue?
Service Fields
I was creating a new template for a service request and did a missprint in a an option of a service filed (the new one that I drag-and-droped to a form). How can I edit this module or fully delete it? I can create a new one but their names will be the same on the left panel and will always confuse me.
last logged user's ip address and MSRA
Hello Support, I requested the following feature. Very often users need remote help. We use MSRA (Microsoft Remote Assistance) for that: msra /offerra ip-address [or hostname] It's a free and very useful. But sometimes it's not easy to determine user workstation ip address. Why ? This question will be skipped (DNS/iventory ip can be not correct). We need quickly identify this ip address withour asking of the user. Would be nice if you will keep the last user logged ip address in ServiceDesk and
Purchases recieved problem
We have been attempting to use the Purchase module in SD Plus. A purchase was entered with a mistake in the quantity of one item. This purchase ordered has already been marked as recieved, but the quantity is wrong. How do I edit the PO, change it to the correct quantity, without recieving the message saying the amount purchased cannot be lower than the amount recieved?
Associate more than one change to a request v8116
I cannot seem to associate more than one change to a request. Once a single change is associated, the Associate Change button changes to View Associated Change. I would like to associate a change raised by the request. I thought I could circumvent this by creating a new (second) change first and then associating a request from the change. However, when I view ALL to associate the request, the request I would like to associate to is not in the list. Please advise. Thanks.
How do I determine average response time per technician
partner
how to become ServiceDesk Plus partner in Jordan and Libya. thnx.
Hidden CI tech and workkstation
After a clean set up of SD Plus I found some objects, visible only in the "view all CI" СMDB. They are: Technichians: John Roberts Heather Graham Jeniffer Doe Shawn Adams Howard Stern Windows Workstation: ijaz-0427.csez.zohocorpin.com. I can edit them but they still do not appear in tech list or in workstation list. And there is no way to delete them via GUI. How can I remove them from the system totally?
Translation Russian
There is a leak of translation in some places: 1 Wrong or incorrect translation of a definition. As a minimum my adds: English Alert group members by e-mail when a request is left unpicked in a group. Русский Отправлять членам группы уведомление по эл. почте, если заявка не взята кем-то из специалистов группы English Go Back Русский Назад English Go Back Русский Назад English Pick Up Request Русский Взять заявку English E-mail acknowledgment to requester on submitting a new request. Русский
automatic request approval
Hello, How to setup automatic request approval sending to predetermined group ? Regards -- Piotr
business rule action "place in group" does not work
Hi there, I got one business rule, the rule is defined as follows: criteria: if cathegory is "test" actions: place in group testgroup I got one site and one department, testgroup is a a support group. testuser logs in the webgui and uses the default template for file the request, selecting the test category. I noticed that the rules is fired because I get notified when the rule is executed. When I go as administrator to the request tab, I can see the request just opened and I can see the desidered
reply from requester
Hi, We are testing the new version of SDP, but have a problem with the replies of the requesters. When the requester replies an mail that's send from SDP, this reply won't fetched into SDP? is their something i won't see? Thank you in advanced. kind regards, Daniël
Select Technician list is blank
Hi, we have version 8101 of Servicedesk plus with 250 techinicians. We recently changed someone's name on servicedesk via AD import and they can no longer assign to technician in the requesters page as it is blank. The person's name was changed around 2 weeks ago, they ave only just noticed this isn't working, not sure if it's coincidence! We've tried importing from AD again but this didn't fix it. I've checked the users settings against someone else on the dept and they are identical. Any help
SharePoint 2010 - Display Dashboard
Please, could you let me know if there is a Servic Desk web part available, so I can add this to SharePoint ? Otherwise, please, could you advise on how I can use SharePoint 2010 to display the Dashboard in Service Desk. We are currently using Service Desk v8.0.0 Build 8013 Regards Raj C.
Error when editing a Support Group
When I go and edit a Support within the Admin Section, I am getting 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 org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Unmerge Request
Is there any way to "unmerge" a request?
Stop scheduled reports
I have setup a test environment and need to be able to do some testing with some new email settings, so I cannot turn off mail fetching. I need to be able to stop all scheduled reports so people do not receive them from this test environment. I did not create these reports, so I do not have access to them. Anything that might be able to help with that?
request closing rule
Dear All, we would need a new "request closing rule" - something like "approval". In our company requests may not be closed without an approval. Is there already an option for this? Regards Julia
Request timescales
Hellp, please give advice how to get this information: - Time when request was assignet to a group - Time when request was assignet to a technical - Amount of reopening request Thanks!
Customization of default values in Requester...
Hello, We are very interested in using this product with my business and have currently installed a trial version to see if it suits our needs. What I would like to do is create a group of requesters (my clientelle) that are not people, rather job sites - so that I can affiliate different types of jobs with specific sites. I would like to know if there is any way to customize the default fields under the requester tab within the admin menu and whether under my Requester - Users admin list I
Technicians logging calls as self
Hi I am currently reviewing ME service desk plus and noticed that when I add someone as a technician they can no longer log a call as them-self i.e. not available as a requester Is there a method of getting around this? Gary
Issue with email requests
Good morning, We recently have implemented the ability for our end users to submit servicedesk requests via email. Unfortunately, every time someone sends an email in it somehow crashes certain functions of the system. ServiceDesk is still operational, but we stop receiving ticket requests and email notifications of any sort. Once we reboot the server all of the requests that were submitted since the email request flood into the system. Have other ServiceDesk users encountered this issue? Thank you,
Notification Rules - High Severity Alerts
Is it possible whenever a Sev 1 / High Impact ticket is logged that I can generate an email alert to high level IT management? I've looked around business rules / SLA but can't see anything that will meet me requirements.
Error when trying to upgrade from 8.0.27 to 8.1
Trying to install the upgrade in a windows machine. I get the attached error. "Migration is not started as improper data. One of the product is configured without product or product type name is configured empty string" Help would be appreciated.
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