SD+ To MySQL 5
Ok, So after reading through all of the previous post I still cant get SD+ to run on my instance of MySQL 5 on our db server. Based on the previous posts I have changed the mysql-ds.xml file to point to my DB server with the appropriate user name and password, I have tried with root privileges also with the same issue. When i launch SD+ It gets about half way through then crashes, there are no error reported in any of the logs the application just seems to shut down. I'm running SD+ 5.5.0.7 mysql-ds.xml
sofware report help
I'd like to create a report that allows me to see what computers have a particular software intalled. ex: all computers that have adobe software installed. thanks
Dynamic auto-suggest solutions when making a request
Hello, In a perfect world my users would go to the solutions and first search for a possible solution for their given problem. Off course, in the real world, it ain't happening. We receive requests, for problems we already added a solution for. So if i may suggest a "function" I would like to have a auto-suggested solutions function. This means that when one types in his/her problem in the "subject" (which is mandatory by default), the program automatically calls an ajax-function that looks for
Technican rights for edit requests.
Hello. How can I do to technican can resolve requests, but cant modify description and subject. If i check only one right "Resolving Request", technicans can automaticaly modify subject and description. I think it's not quite correct. For example. I have approved requsets for change anythink. This request can resolve one technican, but he can change the description and change conditions of approved request.
ServiceDesk approvel change status
Hello everyone, I've got the version of Service Desk 7.6.0 Build 7605. 1) Is it possible to configure it in the following way that if you send a request for approvel it automatically changes in to "on hold" stauts? 2) Is it possible to configure Service Desk that if we've get an approvel or deny the color changes in to black so we can see that we can deal with it. Thank you.
using blackberry mobile site with custom login page
hi guys, i changed the default login page of service desk plus to a custom html file and its working fine with desktops, but now when i open the site through a blackberry device the login page is fine because i created another css for mobile devices but the site is going to a normal desktop website after login (not the default blackberry website) so how can i bring the default site only for blackberry devices keeping the custom login page please help me
How many assets and users are too much?
I have about 5000 assets and about to reach 11,000 users in Service desk with 60,000 tickets. I was wondering if anyone else have a large number of users on Service Desk and how are they configured to help performance.
How to put different time resolution in ServicesDesk Plus 7.6.0 Build 7604
Hello to Everyone!! I need to know how to put differents times for each Subcategory and display in the notifications sent to customers. thanks in advance
IT360 / Fail over covers Service Desk Plus ?
IT360 can support failover Is it cover servicedesk ? Using same db I think, Am I right ?
Correct request workflow
Hi I have an urgent request! It seems by now there is no chance to have Request Approval before task assignment. So I have to handle my flow in another way. For example, I want a flow for request "Creating Username" .... My flow is like this (step by step): 1. Create username in Active Directory ---------> being done by technician X 2. Associate an account in Intranet website for the newly created username ---------> being done by technician Y 3. Activate account for service request
Disable iPhone / Mobile version
Is there any way to disable the mobile version of SDP? The iPhone version when loaded in Safari is far too limited to be useful for our techs and they would like to be able to access the full site. Thank You!
Filter request -All my requset-
HI How do I do to to put a filter request for all technicans (not private) that show "All my request but not closed ones"?
Business Rules, better way to organize?
At the company where I work we are using SD+ version 8.0 build 8012. I have just received admin rights and have been working on the Business rules. We had roughly 50 rules before and now we have 90 and I try to name them so that you can get a quick overview of where they belong. Ex Hardware - San, Windows - WMI, Windows - Services. In order to get a better overview I reorder the rules but its kinda hard to move a rule they way you can now from the business rules page. Is there any other way you can
Propose different Ideas
Configure the color of tickets by priority or when the ticket have time of SLA, for example: If ticket is in time the color of ticket in green. If ticket is over limit of time the color of ticket in yellow. If ticket is out limit of time the color of ticket in red. Include Worflows in different proccess. Thank you.
Servicedesk integrated with Provide Support live chat?
Hi all & Servicedesk Plus team, Has anyone any experience of integrating Provide Support Live chat into Servicedesk? If so, please share how you did this, how you manage request history, chat history together etc etc? Obstacles? Recommendations? Anyone with experience of integrating other Live Chat solutions please also feel free to share your experiences. Since there is no confirmed time line for the Servicedesk Plus Live Chat solution I need to seriously consider other solutions and integrate
Business Rules,.
i'm running into little issue, I created an Incident Field labelled "Deferred Reason" which contains 10 different options. Technicians would select one option and a Business rule would then be applied and change the status to hold. My problem is: 1. If a technician updates the ticket with anything, a alert gets sent out everytime, as any change causes the Business Rule to go off 2. If a techician goes into the ticket after and changes the status back to open, when they hit save the business rule
Technician does not appear in global view.
I have a new technician and cannot get him to appear in the Global View tab on the Home page of ServiceDesk Plus. I also cannot seem to remove the older technicians from this list.
Request For Approval
When i send and request to an approver, i provide them with the "Approval" link, as well as a link to the origional request. How can i configure, so that the approver is able to see the origional request? Thanks!
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to Add/Edit requests by passing plain text in the description field. but I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content in the description field I am getting following error "Error when parsing input XML elements - null - null" Request Is
Email template
Hi I are doing email template for forwarding. I need to get in requesters logon name (CN) in the email form, but do not find the command for that ($Logonname, $CN...) Whats command can i use?
SD-Home Page-Change task to complete - Radio Button
Hi, On the Home page (tab) in SD under the Tasks section, there is a radio button beside each task belonging to you labelled "Change task to complete" I have a few users who don't like that option...anyway to change the button to something else or remove it? Thanks
Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Assigned Technician
Is there a way to capture if the a ticket is assigned to one technician then reassigned to a different technician?
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
How to Change Database Connection in Helpdesk 7.6.0 to MSSQLServer 2008
We're using Helpdesk ver 7.6.0 and we've plan to migrate our helpdesk database into MSSQLServer 2008, but when we're using changedbserver.bat we're not able to detect MSSQLServer 2008 service. Can anyone give me a guidance about our problem? Thanks before.
Services desk plus
I want ask about services desk plus. When users have phone call to IT technicians services desk plus program have auto update request to services desk plus Requester ? if it can do please email for me how can i do it. Thanks you very much
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to ADD/Edit requests with the simple text.but not with HTML data. I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content with the REST API ADD/Edit Request I am getting the error "Error when parsing input XML elements - null - null" If I pass plain
SD+8 AD import not showing all OUs
Hi, We tested ServiceDesk+ 8 for some time and ended up purchasing licenses because it does what we want/need. When I try to manually import our users from AD so they show as requesters I only see one OU called "Builtin" (the first OU in the list for our domain. I tried to do this on our test server and there I only see the OU "Member Servers". I used to be able to manly import the users from AD but somehow this stopped. When I try to fetch all OUs from AD I get the same results, only one OU and
Cannot Import Users from AD
Hey All, Under the configuration wizard - users - requesters I click import from AD however after I enter in the information for our domain, DC, login name, etc I can only select the Users OU. Our users are stored in different OUs. I have tried to clicking "Fetch OUs from Active Directory again" however it does not find any other OUs. We are using Version 8.0.0 Build 8013 Thanks, Liam
Time Elapsed
I'm trying to report on the technician-reported Time Elapsed. What table is rc in rc.MM2COMPLETEREQUEST?
Problem Management
When selecting a technician to take action of the Problem, no e-mail is sent to him to inform him about this assignment.
Backup Question : Local Backup vs. SQL DB Backup
I'm running ServiceDesk and I run the local backup schedule in the admin settings of the ServiceDesk, but I'm also backing up the SQL DB off our SQL Server. I wanted to verify if I have the SQL DB backed up, do I really need the local Scheduled backup? I'm trying to save space on the server and the local backups are HUGE and I figure since I'm backing up the SQL DB I should be ok... I tested setting up another Service Desk instance and pointed it to a copy of the SQL DB backup and it looked like
Modification / SDP
Hi, Is there any way to change display name on the below picture area ? But I want to know, Is it possible to do that right now ? Any suggestions ?
Multiple email addresses for Techs and Requesters
Can ServiceDesk be configured to allow Requesters and Technicians to have more than one email address so that replies from their personal or department email addresses are mapped to their individual Requester record?
$ commands in Replay template
HI Can i use $ (ex $title, $Description, $UDF_CHAR6) commands in email replay templates? if not, why? I´m also have need to put in one "TO" email address in a reply template, thats for function to forwarding a incident by mail to 3part support.
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