change the group
Hi, how to change the group for a large number of requests? best regards, Denis
A russian characters display trouble on asset page
Please, help resolve a problem! See attachment.
Graph Color Cutomization
Hi, A good day to you ! Is there a way to customize the color of the graphs to match a criteria ? Thanks, Jon
SLA report
Hello, today when I take a report of an SLA field OVERDUESTATUS chart created by the report is shown as figure attached. I wonder how I can change the color red (isoverdue = false) to blue and blue (isoverdue = true) to red. Thus the colors represent the best number.
add request servlet API No such user is available in specified DOMAIN
I am trying to add a user that's in my LDAP to my SDP as a requestor but I keep getting the error "No such user is available in specified DOMAIN" and I don't know what information I am missing or what I need to put in specifically for domain in order for it to catch that domain and process.
How define business rules on additional fields?
Hi, How do I define business rules on additional fields where the existing field, the value must fill in additional fields. Example: I created an additional field to report the percentage of completion of the request and that this field would be completed according to the status. Could you help me? Thanks Nestor
Can I enable all Requesters to see the Change tab?
We have internal customers (Requesters) that would like to be able to see Change requests (and raise change requests if possible). Is there a way to enable this? or do Requesters have to be promoted to Technicians to be able to do this? Regards, Tim.
Computer Inventory Only Showing One Monitor
I am trying to use SD to find all the monitors attached with serial numbers and I am unable to see all of the monitors.
Difference between Service Catalog and New Incident
Hi all I want to know what is the main difference between New Incident tab and Service Catalog tab and how can i relate these to tabs together. Thanks in Advance Negin
Error when creating a custom view for requests
When I try to save a new Custom View filter for requests as soon as I try to save it I get the following error : HTTP Status 500 -
How setup requesters to sign in with their Active directory Creditntials
I have just download and installed the Professional version of ServiceDesk. I just go done importing requesters from my domain Controller, and setting up my technicians. But i cant seem to figure out how to get users to send requests from their account. I've attempted to send request by logging in through the web browser connected to my Servicedesk server.
SDP Purchase Order Approval Workflow
We have started using approvals for POs and have to manually control the process to send the PO to each approver, one at a time. We are on 7611, which supports multiple approvers, however we cannot use this feature as there is no way to control the workflow process (there is no workflow process). We need to route IT related purchases to a series of approvers, who will only approve if the person before them approved the PO already. This is the classic run in through the chain of command scenario.
Mail Fetching Just Stops
Two Days ago, I noticed that SDP was no longer picking up any of the mail sent to the exchange mailbox we have set. After some troubleshooting I get this error message when I to re-enter the POP settings -> FAILURE: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. This is the second time this happen, with the first having no real reason on why it just started to work again. So far... I have re-enter all settings
Resolve and pickup notification
Hi Is there anyway to setup notification for technical in the same group when someone in group is pickup or resolve case? Thank you
unable to set mail server setting
Hi all I am trying to set up my mail server on Service Desk. I set POP server on port 110 for incoming and SMTP server on port 25 for outgoing mail server settings to send and receive mails but there is an error while i want to reply the request. There is an error message which is: " Sending notification failed" I have to say that there is no problem with receiving mails from mail server,I mean that i can receive the e-mail which has set for sending/receiving mails to/from service desk automatically
Update image file used in PO template?
Hi, Can someone please remind me how I change the image used top left of the Purchase Order template. Can't for the life of me find it... Thanks!
Problem or Not?
We noticed today when you search for keywords under Problems it doesn't check the associated assets with the problem. Is this a problem? missing feature? or working as intended?
Delayed typing in Description field.
When creating a service desk ticket users are experiencing delays when typing out their descriptions, this seems to happen only when connected to a virtual server. If I log into service desk on my local machine using IE 8, 9 or firefox it is fine but when I rdp into a server or even login from the server itself there is a terrible delay in typing and no other program is affected in this way. Any idea's what may be the cause of this problem? Regards
Customise dashboard portlet
Hi, I am presenting the Service Desk Plus Enterplise proposed as a tool for ITSM. I need to customize things like the dashboard, including other views such as open requests by item, group, ... Can you help? Thanked.
Request Time Spent calculated incorrect for sites others than Default Settings
Hello. I've created several sites with option "Copy Default Settings", updated Operational Hours and Working days, Requesters, Technicians and Technician Groups. When I create request by requester with new site, Time Spent calculated as Operational Hours are 24x7 but only for working days. For example: working days are Monday and Tuesday, Operational Hours 7:00 - 17:00. Request was created on Monday at 10:00 and closed on Tuesday at 10:00. Request Time Spent value 24h00m, but should be 10h00m. If
shipping address
Hi, Is there anyway to enter shipping address that is not associate with site manually? Or is there anyway to add more field for shipping address such as contact person, e-mail, telephone number Thank you
How can i add change automatically
Dear team, can i add change automatically by using api like add incident thanks
Requester contact info box modification
Hi Support Please add the function to be able to modify the fields that automatically populate once the the requester field is filled. We would like to see, the VIP field, Managers Name, employee number, Description and Organizational details to show. And we would like to be able to decide what is shown. Name, phone number and title is not enough.
Hyperlinks in report
Hi, When I run a report in ServiceDesk, I see hyperlinks to requests. Can I add hyperlinks to my own query report? Regards, k.
Missing Functionality
ServiceDesk Plus 8.0 Organization Details, Mail Server Settings, doesn't support Exchange for Incoming and Outgoing. I would purchase this product if it only had this feature. We don't allow POP, IMAP, or anything else. Can this be added
Notes option on creation canvas.
Hi Support We would like to see the option to add notes right on the creation canvas. So as you create a ticket, you see an add notes is option prior to submitting the ticket.
Cannot start SDP after server dissaster
Hello Support Team. We've got the problem. Description: we had Service Desk Plus 8 (patch 12) installed on Win 2008 (Virtual machine) with external MS SQL 2005 Database. Suddenly we lost our virtual machine with Service Desk (Help Desk), but DB was still working fine. We installed Server again from scratch, install Manage Engine 8 ( to first on local MySql DB), patch it to 8 patch 12. Then try to connect to working original external DB (changeDBServer.bat show fine connection). But we cannot start
deleting program from laptop
This "ManageEnginePlus" program can not be deleted from my laptop, even in calling and talking to IT, problem still exists. I have no clue how to get, take or delete this program if IT can't help either.l
Add Problem Using Insert code
Dear Team i need a query to run on sqlserver 2008 to add problem can anyone help me Thanks
Creating to separate system requests with one pointing address for each
Hello every body. we have the service desk plus installed in our company and we have been using it. it's really a great tool which help us very much. they system is setup-ed and working fine. A new request raised from another department in our company which they work in a different way. from what they are requesting it look like that we have to change the layout of the system totally . what I'm asking is it possible that we have two different address for the system example : "Help" will be logging
Request Update Notification
Is there any way to edit what triggers an Update notification email to the requestor? Things such as an added resolution, note that is set to public, and added file attachment would be worth the notification, not when a tech adjusts a group or category field. Our users complain that they are getting way to many update notifications and they don't really notice the changes because they are to fields that are not important or even visable to them. We would appreciate any help you can give us. Thank
Duplicate groups - ServiceDesk Plus 8.0 8020
When I click the dropdown for groups, I've noticed that many of my groups have been duplicated between 2 and 6 times. After selecting a group then I assign an incident to an individual, the group name will revert back to --Select Group-- but the individual name will stick. Any suggestions to fix? Thanks in advance!
LDAP does not work correctly
Now works authorization through AD. I enter, I see a heap of fields, I have the rights of the administrator, etc. Has adjusted and has included authorization ldap. I enter under the same login/password and I can submit only the request and at its status to look. I include reversely AD. Again I see a heap of fields What I not so do? Whay LDAP does not work correctly? p.s. sorry for my english
Custom Report - calls assigned to a Group by a Technician
Hi, I would like to run a report that shows all calls assigned to a particular group, by a certain Technician, in the past month. Please let me know if you need any more details.
GetAsset and getCategory operations in servlet API
Hi, I'm using servlets API to open new Requests. I have 2 questions: 1. I'd like to visualize in the html form all the active Categories (and related Subcategories) that a Requester can set. There is an operation (an hypothetical "getAllCategories") to do this? Actually, I'm doing a direct sql query on DB to get categories, but i don't like this workaround.. 2. It's similar to 1. question, but about Assets. I'd like to visualize in the html form all the Assets related to Requester. There is
Service Catalog - delete question
Hi How do I delete a question that is created in Service Catalog, Add Resource and with Add question? I have a lot of questions that is wrong. //Peter
Warn users who try to pickup a ticket if the ticket has been picked-up moments before
Currently there is no warning when you pick up a ticket which has just been picked up (and gui updates are no more often that 3mins so it's easy to miss). Can this be added as a feature? In the meantime is there any existing functionality which could be used to alleviate this (such as mail notifications to a group when a ticket is picked up)
wrapper.conf Java Heap Size
Hi I am running SDP on a server with 2gb memory. My Initial Java Heap Size is 128mb and my Maximum is 512mb. Is this enough or should I increase it? Thanks.
MSSQL query - help needed
I have the MSSQL query: closed requests with group "Analityk HD", mode "WebForm" or "e-mail", with more than one change of priority. It works fine in SQL Server management Studio, but it doesn't work in ServiceDesk 8.0.19. query: SELECT CAST( SUM(A.changeonly) as FLOAT ) / CAST ( SUM(A.total) as FLOAT ) * 100 '% zgłoszeń z wielokrotną zmianą', A.FINALDATE FROM ( SELECT count(DISTINCT WO.WORKORDERID) changeonly, 0 total, CONVERT(date, dateadd( s, CONVERT( INT, FLOOR(wo.COMPLETEDTIME/1000) ),'1970-01-01
Survey Overview Report
Hello. How come...when a survey has a Satisfaction level Summary of 10, why does it show up as a 9 rating in the Survey Overview Report? From what I found on the forum, "rating, is nothing but satisfaction level." Much thanks.
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