Service Desk Plus remote control feature
I can't seem to activate the remote control feature in service desk plus. I've installed the demo version, and enabled the feature under admin -> self service portal settings. I don't see any remote control link in the asset detail view (or anywhere else for that matter). I have 4 test agents that are scanning properly. Please let me know what I'm missing.
Domain Id Migration - Login Name Change from Andrew to Sam Andrew
One of my user who was earlier login in domain A has his id migrated to domian B . The login id in both the domain is Andrew but the login name is change from Andrew to Sam Andrew. Both this person are the same. The question is . What ever report created under the old domain cannot be seen when Andrew logs in to the new domain. How can he migrate the report over to his new domain profile . eg login id is Andrew Login Name is Andrew (Old Domain) Aging Report, Weekly Priority One Incident
Set permissions for Technician Groups
It would be really beneficial if we could set Incident template permissions based on Technician groups as well as the already available user groups. We have numerous technician groups that do not need to see all the templates. It would also be ideal if we were able to assign technician groups permissions to certain solutions, at the moment it's all or nothing. This again is not good as we do not want all of the technicians viewing, deleting or changing solutions that are not applicable for them.
Can business rule reopen a request?
I have configured ServiceDesk to notify a user when a request has been closed. I would like to change the status of a request from "Closed" to "Open" if a user replies to the notification so that the request appears in lists of open requests. I assumed that I could use a buisness rule to achieve this, but I do not seem to be able to create a business rule based on the value of the "Status" field. Am I missing something? Can this be done in some other way?
Description Field Not Fully Displayed
The workorder.Description field is not completely displayed in a mysql sql query and Crystal Reports. It only shows the first x number of characters. Is the default 65535 characters?
Can logic be used to change notifications dynamically?
Are we able to use conditional statements to control what is displayed in a notification? As an example, suppose I want to include the value of the $Priority variable in a notification that is sent to a user only if the value is "High." Can we do something like the following? IF ($Priority == "High") THEN $Priority // I am just making up the syntax here.
Wrong overdue status
Hi, Am using SDP+: 8.0.0 Build 8016, I changed some fields on the ticket while it was closed, then because of that the Overdue become ture, which is completely wrong as the case was resolved at the same time it was opened!! Please take a look on the Screenshot below
Run ServiceDesk Centos
Dear I want to install linux centos ServiceDesk but I can not start. I installed java runtime and net framework, error terminal: Server is starting. This may take a couple of minutes ... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details [root@dbsd bin]# log.txt (Jan 27, 2012 7:26:57 PM), Install, com.adventnet.ismp.beans.SendMailWizardAction, err, java.net.UnknownHostException: www.manageengine.com: www.manageengine.com STACK_TRACE: 6 java.net.UnknownHostException:
Exclude Requester from Email Notifications
Hi, Is there anyway I can exlude one particular requester from receiving email notifcations? Thanks Jonny
Assigning request to technicians
Dear All I have 3 Technician(Technician A, Technician B, Technician C) with 1 IT Manager(Technician M) that all of them have been set as a technician and I have 4 Sites( Site A, Site B, Site C, Site D) I set Site A for Technician A, Site B for Technician B, Site C for Technician C and Site D for Technician M. If Technician A wants to assign one of his/her request to for example Technician B, Site B should be associated to Site A before if not assigning is not possible. On the other hand when a requester
PDF store for fast email
Hi Is it possible in Servicedesk to store PDF documents, then one technican can in a answer to requester, attach PDF file from PDF store in SD, or we can build an automation that sens out one PDF file to the requester.
Send notifications of changes to a technician
I would like all our technicians to get an email when someone updates a request. It will enable us all to have visibility of changes as they happen, without proactively logging in and checking. I don't see this option in the email notifications section of Admin. Is there any way to do this, either directly or indirectly? I was thinking that if I could set the 'E-mail Id(s) To Notify' in the incident template to be a default value, the technicians would be notifed that way? Any other possible solution?
Technicians privileges
Dear all Is there any way to set all the settings for technicians same as settings for Administror local login? The technician does not have all the settings which administrator login has that it makse me for any changes i need to logout from my account and login as administrator to apply changes. Regards Negin
Locked Down Categories
Is there a way to lock Categories so only technicians can use them? For instance setting up a Server Category that only the IS department can use. In our case there is no reason an end user should be assigning to certain categories but a lot of items get misidentified by end users who don't understand the difference between a PC update and a server update.
How to add New Assets with Network and snmp compliance in SDP with "Scan Now Options"
We have a couple of Components Items to add and "Assets" / inventory in ServiceDesk Plus that we have in OpManager to Monotorize. We want to put this snmp compliance CI to "Assets" and put Warranty Contracts and Maintenance Contracts too. How to add new products with SNMP Compliance and SDP discover STAG / ETC..... ?? AND Why i can't "Scan Now" in Access Points and this items ??? Examples:
ABOUT ASSET INVENTORY in ServiceDesk
I'm adding all my components items to ServiceDesk. I have a problem to add new devices that has snmp options like: Storage Area Network NAS Cisco Aironet Access Points UPS (EATON a APC) This kind of items has Network Interfaces and has SNMP avaiable. This kind of item has a Maintenance Contract and Warranties. Could be possible to Inventory all this kind of items, collect snmp data have this Maintenance Contracts inside SDP like a computer or server ?
Is it possible to add a button or custom action to an incident view?
I'd like to provide a link to start another product from within ServiceDesk Plus and pass along the incident id I'm currently viewing. Is there a way to do this? Add a button that would take a link like http://www.example.com/api/dosomething.jsp?external_key=%INCIDENT_ID% and launch http://www.example.com/api/dosomething.jsp?external_key=12345
Unable to Send email
We are unable to send email through ServiceDesk 8.0. We have been using this feature successfully for 3 years and it stopped working a couple of hours ago. I have rebooted the server. Verified that the service account is not locked out and restarted fetching several times. The error in the log is listed below. Does anyone have any ideas? Thank you for your help, Leslie 16:58:50:412]|[01-27-2012]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[47]|: Error code : 18013| [16:58:50:412]|[01-27-2012]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[47]|:
Requestor versus Technicnian
What tables are the technician and requestor ID's located? I'm trying to show both the technician and the requestor names in my Crystal Report. I have a database map that has WorkOrderStates.ownerid and requestor_fields.userid going to sduser.userid. Thanks
Importing Incident Templates and Service Categories
Hi All I have just configured a new service desk with all of the Service categories and templates that I require, What I need to do now is import these into the old version of the service desk (same build) so I have the old incident requests and the new templates/service categories on the same Service Desk. Is there any way that this can be done? Cheers Matt
Changing Logon Name for Technicians
Is there any way to change the logon name of a technician (ad) I know this can be done as regular requester but i cant find anything for technician? Were moving users from a old domain to a new domain and we want to ensure their history is kept with their account. I know for users that have the same first.lastname in the old domain (new domain is also first.lastname) it's works fine But on another domain were user names are flastname, it does not overide with the new first.lastname credentials
turkish languages
Hi, I'm using ServiceDesk product. I want to change some words in Turkish language. which need to edit the file?
Manage Engine Service Keep Restarting
Hi I am Using Servicedesk plus version 7.5 hotfix 7504 installed on windows 2003 enterprise edition service pack 2, the manage engine services keep restarting & i cannot using the application. i checked the event viewer log & i found the following error there may be a configuration problem : please check the logs
Access the mobile client via a blackberry
Big issue when accessing the mobile client via a blackberry... When I select the domain OR click "Is AD auth" radio button the LOGIN button underneath dissapears!!
Cannot Delete Groups.
Version 7602 Test environment. Trying to reconfigure how our groups are laid out. Prior to the introduction of sites in SDP we had to create groups corresponding to each site and assign technicians accordingly. i.e. Support - Site1 Support - Site2 Now since Sites have been introduced to SDP the result looks something like this: Support - Site1, Site1 Support - Siet1, Site2 Support - Site2, Site1 Support - Site2, Site2 As you can see this can be administrator hell when trying to assign technicians
Reminder - no Incident Reference
If a reminder is assigned to a request, when a reminder email is sent, there is no reference to the request. Can this functionality be added to the Notification Rules to be able to amend the default reminder template. Thanks in advance.
User Groups only available to SDAdmin Role
Hello, I have about 10 sites across Europe with 20 Technicians. I want the technicians to be able to use User Groups when sending out Announcements or creating new Solutions. This is only available if the Technician has the built-in SDAdmin role assigned to them. Please can you make this an option for creating roles. Also, is possible to quickly view which user groups can see which Solutions with out having to edit each solution which can be very time consuming if you have several hundred. Thanks
how to send requests to the related technician?
To whom it may concern There is a question that I have I import my requester from Domain Controller for example name as"C" In Admin --> Requester --> Edit --> Department Details: I set For example: Site = "A" and Department Name = "B" And in --> Log in Details: Domain = "C" Also I associated the technician to site "A" and the technician's Domain is "C" I want to know how request from this requester can automatically detect it's technician and send hisher requests to the associated technician.
New Incident Drop Down Categories
Hi I am using Service Desk Plus 8.0.0 Build 8022 I am using this to create new templates for the implementation of a new IT helpdesk at our company. For this I have created many Categories and Sub Categories with many, many templates. However due to the amount of templates, the 'New incident' drop down in the top left corner is unable to show all of the templates without the user having to scroll down the screen. I noticed that before I made changes to the service desk that in the 'New Incident'
Importing Data from Track-IT
Hi, I'm migrating one of our offices over to Service Desk Plus, they have been using Numara's Track-IT for several years, but wish for the following data to be migrated across... Knowledge base Existing Requests Historical Requests Reports Track-IT is using MS SQL database, and we are currently using SDP with a MYSQL database.
Is there a way to export my category, subcategory and items from ServiceDesk Plus?
I am preparing to revise ServiceDesk and would like to do so painlessly.
Set default domain value, web login
Hi Where do I set default domain value, web login? now is the default value "chose a domain"
Can someone provide information on the integration of SDPlus and DC 8 with Software Deployment?
Would like to see how the Software Deployment integration with Desktop Central and ServiceDesk Plus work together in ServiceDesk Plus. Currently we own both products as well as OpManager. I want to see how the software deployment works in ServiceDesk integrated with DC. If it adds value we will upgrade our license to the Enterprise License model. Regards, Customer
Service HelpDesk 8.0 executable is currapt
Service Help Desk 8.0 trial does not work. I download the Installation EXE file but when trying to install it, it throws 'The contet of this file cannot be unpaced. The executable that you are attempting to run is currpted. I tried downloading file 3 times and got the same error. Can you please provide the working executable?
requests and tasks in ONE overview
Hello It would be VERY helpful for us to have an additional view (for instance in the 'Home' View) with my requests AND my tasks in ONE view. This would allow the technician to get an overview with his requests an tasks for better organising. Thanks
Custom Field Reports
What table are user created custom fields located in? I'm performing reporting using Crystal Reports and need to capture a Responded Date field that I captured. Also, is there a field I can report on to capture the date and time that the request was placed in a Resolved status before being closed?
Add Font type on Helpdesk - Notification Rules
Hi as our company has an own font type (used for every internal communication), would be nice have the possibility to add it also on SD+. Is there any possibility to do this? thanks
Linking Desktop Central to SDP
Hello I've recently installed Desktop Central free edition in our network. It works fine. Yesterday I've installed Servicedesk Pro (free edition) in our network. I've managed to link Desktop Central with ServiceDesk Plus. I am able to deploy software from SDP. I was able to connect the SDP to the Desktop Central Server. But when I want to enable Log Help Desk requests and alerts as tickets I need to fill in an authentication key. In the instructions I need to create a new role in the SDP and add
My noobish list of long outstanding but most annoying SDP bugs
Hey guys, I've decided to make a thread out of it, in the hope something gets done about these. Developing new functionality is one thing, finetuning is another thing. I encourage everyone that has such issues over time, to use this thread to add your most irritating bugs inhere. There is one catch however, your bug must have been long enough here that is spans multiple versions already: for example a irritating bug that's in since patch 8.0 build 8015 or even longer. Be sure to check out https://servicedeskplus.wiki.zoho.com/SDP-Known-Issues.html#Purchase%20&%20Contracts%20Module for
API to retrieve ticket information and send it to external system
Hi, Our company is currently using SD Plus as our ticketing system, and we would like to somehow pass ticket information (Creation, workflog, commenting or any update) to an external system using web services (preferably) or any other form of communication protocols. From the statement in http://forums.manageengine.com/topic/servicedesk-plus-api-16-1-2010 As of now, you will be able to only submit information to ServiceDesk Plus and we doesn't support querying or requesting information from the application
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