End user custom field not showing in template
Hello, We have a SDP8016 deployment. We are willing to show in the default request template the user email address. As this is not possible directly we have worked out this workaround: 1. Create a custom field for the user, type text. 2. While importing from AD assing to that user the mail AD field, so the field holds a 2 copy of the email address. 3. In the default request template we set that field not mandatory, not editable but visible to users. 4. We reimport users, so the field holds
Mobile application helpdesk
Hi Where can i find the mobile application for heldesk and instructions for it ?
Requester domain name change
Is it possible to change the domain name in a number of requesters' email addresses at the same time? We have about sixty requesters who have changed their domain name from xyz@company.co.uk to xyz@company.com. Of course at the moment each time they send a request through it is creating a new account for them. Can we change them en masse to the new .com domain and possibly identify duplicates (for deletion) at the same time? Thanks in advance - Terry
AD and Local Authentication issue
Hello, I have a SDP 8016 deployment that imports users from 2 AD forests and also allows for user self-registration by sending an email. Those users obviously use SDP Local Authentication. We have realized that users in the AD are able to login with their AD credentials but also with the Local Authentication credentials. This seems to be a big security issue, as technicians have a dual login and the one from the Local Authentication has a trivial password (username=password). To reproduce
Build 8015 and 8016 Dashboard issue
Hi, Dashboard in build 8015 and 8016 Requests by technician chart - technician name column does not have a heading and the technician names are cropped at 11 characters. Is this expected? I have verified this in FF3.6.20, IE8, IE9 and IE10 against both builds. Even the same if you click "View All" - there is loads of blank space in that column before the "Open Calls" count, but still cropped at 11 characters and ends in "..." Can we get this fixed? Thanks, Dean
Purchase Order Generation...
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Request additional fields
I just downloaded the free SD version to test it out. I created a couple of additional fields but I don't see them when creating a new request... Thanks.
Local administrator account
The domain controller configured in Servicedesk is no longer available. We are unable to logon to service desk to change the LDAP settings. I have found the article in the FAQ on how to reset the local admin password but when I run the initial query to enumerate the users, it only returns the configured LDAP users and not a local administrator account. How do I recreate the local administrator account, or how do I change the LDAP details from a SQL query? Thanks
Cant Start service
Before this error appear, i wanted to move servicedesk to another server. I perform this steps: 1. Backup data old server 2. Clean instalation new server 3. Restore data, new server but the service could not start, reporting this error: Unclean shutdown of previous run.
Report combining Service Requests and Changes
I am looking for a report that will combine the Service Request with a Change Request that was spawned from it. I need to be able to show the following fields: Service Request Number Category Subcategory Requestor Subject Descritpion Techinican Change Request Number Change Type I will need to be able to filter on Category and Change Type. Would you be able to help?
Request Closing Rules per site
Hi I would like to know, if there is a way to configure Request Closing Rules per site. In effect, we are billing our interventions for some sites only. So it would be nice to be able to force technicians by filling out mandatory fields for closing request (i.e. to add work logs) for requests regarding the selected sites. Thanks for any feedback regards, Marc Ludwig
Use multiple incoming e-mailadresses
Today our IT-department use SDP for support. But in an effort to bring more of the oganization into ITIL our HR-department wantto have a servicedesk. The thing about this is that HR handles sensitive cases and our technicians are not supposed to see any of it. So we need a way to sort and categorize these tickets automatic via Business Rules or some other way. In Business Rules you can set up rules for based on the mail header(Subject, From, CC and To). The problem is that as far as I have seen it
SDP Upgrading: does Upgrading have impacts to customize information or not?
I have read the topic about upgrading from this link http://www.manageengine.com/products/service-desk/faq-general-modules.html#Upgrading1 it's talking about Upgrading need to upgrade from version to version and it doesn't talk about impact to customization. Does anyone please tell me about impact from Upgrading to customization fields? Best regards, Songtham.
Time shown on requests is incorrect
The system time on Service Desk plus shows correctly in the top right bar. But on all requests the time shows as an hour behind. Is there a way of correcting this on service desk so the requests time shown matches the system time? See attachment example. The reqeust was actually logged at 10:03 not 9:03.
REST API Problem
Hi, I'm trying to use the REST API i get 401 Unauthorized How do I use the REST API and have single sign on enabled at the same time? I am using c# client app.
Enable LDAP authentication failing
(Posted this question in the Zoho Support forum yesterday in error) Getting error: Could not enable LDAP Authentication. Ensure Domain Controller is configured for at least one of the Imported Domains. I am however able to import users with current ldap credentials. I am using openldap Address/port: ldaps://xxxxxx:636 (had to add ldap server ca cert into keystore to get this going) I have tried both the 'LDAP Server Type' as openldap as well as 'others'. 'Others' config options: Login attr: uid Mail
Service Desk Plus : Future Request
Dashboard: Is there any way to refresh dashboard automatically in Service Desk Plus??
Create a printed label from SD+ request details?
Good Morning Manage Engine Community We're running SD+ Professional Version 8.0.0 Build 8015. When a request is received/created for a repair to a notebook or associated assets, we would like to create a printed label showing the User Name/Job Ref/Date of request so that it can be stuck to the notebook case whilst waiting for repair. Has anyone been able to produce this? Regards ejt999
Tasks template in request templates not being created
Hello, We have an SDP8016 deployment. We are using the default request template, where we have added some tasks to be included with each request. When we create a request, even if we mark the tasks to be created, they don´t appear in the tasks tab (the task tab doesn´t appear initially). We are able then to add tasks manually or from task templates if we open the request and execute the Add task operation, but default tasks for the Default requests don´t show.
Tasks: Add work log
It would be nice to have a work log attached to the tasks. When a new user is created within our organization there are six of us that create accounts in different systems. We have tried to use the work log with tasks, however, the tasks are sent to the different technicians but all they can do is close the task. They cannot add a work log for their time without doing searches on the system to find the main task which is always assigned to a different helpdesk coordinator. I would also like
mysql to ms sql conversion, data retention
when you change your db to ms sql from mysql does the conversion script retain configuration and ticket information including counters? /kdl
Agent Version
What is the current version of Agent for ServiceDesk Plus? As in our network we seem to have 4 different version's 1.0.4-1.0.7 and on my ServiceDesk screen it shows latest version as 1.0.5. I am gathering part of the problem is we are also currently running Asset Explorer which I gather is the cause of the wide range of versions. But this is causing a problem for as when our customer support group tries to remote control peoples computers they are not able to connect to people who have different
Report - Request with Resolved Status but no resolved timestamp
Hi We have an issue where when a request is raised and resolved at the same time the resolved timestamp does not get set. This means that the request will never close as we set to autoclose after 7 days of being resolved. Could you provide me with a report in MSSQL that will show requests that have the status of resolved but no resolved timestamp. Thanks Mike
Custom Report - Approved Incidents
Hello, I am currently running a query to generate a report for the approved incidents by the approver. I need some help changing it so it does not show the incidents where the approver is "Not Assigned". I also need it to only pull the approved incidents from the previous month so the report can run on the first of every month to provide proper status. Here is the query i'm using now: SELECT wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',rtdef.NAME 'Request Type',wo.TITLE 'Subject',ti.FIRST_NAME
iphone issue
we have one technician that can't login to service desk plus (build 8016) on their IPhone 4. They get a message that says: "You cannot login. Only technicians allowed to login". We have confirmed that they are a tech. Any ideas? thanks
Task issue in the Problem
Team, I created a test task for a problem. ServiceDesk sent email. I see in this email a bad link: Задача связана с http://tst-sd1/ProblemDetails.cc?ProblemID=117 Ссылка на задачу: http://tst-sd1/tasks/CUDTask.jsp?TASKID=24045&MODE=Edit Second link is ok. First link is bad. When you choose that, your browser will be looped. Link must be as http://tst-sd1/ProblemDetails.cc?PROBLEMID=117 Please check and fix. Thanks.
servicedesk/facilitiesdesk on same server
Hello - Our facilites department want to purchase the facilitiesdesk software. We already have servicedesk on our management server - is it possible to have them both installed on the same box, or is it not recommened? We use mysql db's. thanks Pete
Screen Shots from Outlook 2010
Hello, When a user submitts a request via Email that contains a screen shot or other image all we are able to see in the request is the place holder. (The box with a red x) we are not receiving the image is there anything that can be done about this?
Asset Management
Perhaps for the next update... when creating Dynamic Asset Groups, could an option be to automatically assign to a group based on Asset Name? This would make filing assets much easier.
Try to log in to SDP using LDAP it always says user or password is incorrect!!
I have setup LDAP in the SDP,The version is 8.0 build 8016 and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect.why?
Scheduler Idea
Would it be possible to allow Technicians to schedule blocks of time when they aren't available instead of just entire days. We have technicians that go offsite and if they receive a request during that time it gets flagged for violating first response and sometimes resolution. It would just be handy to be able to make yourself unavailable during certain times. Thanks,
Email assigned technician when request is closed
We're using SDP 8015. Sometimes we will ask other technicians to take a look at a ticket, but we won't necessarily assign the ticket--it's more of a "four eyes are better than two" kind of thing. Is it possible to send an email to the assigned technician when the request is closed by another technician? I saw the notification rule for sending an email when a ticket is closed--but it seems to go to everybody--we just want to send an email to the assigned technician. Thanks!
Can't log in as admin
1. Installed 2. Connected with AD 3. Forgot to set admin 4. Can't log as admin - no configuration allowed :( Pls help
Migration from BMC, Frontrange to Service Desk Plus
Hi there, Is it possible to migrate from the above mentioned? Kindly revert soon as I am evaluating these softwares; Cheers,
migrate just 'Requester' and 'Technician' data from one DB to another
Hi All, Currently I use SD+ v6 with SQL Server 2000. I want to migrate to the SD+ v7.6 with SQL Server 2005. How I can backup and restore just 'Requester' and 'Technician' data from old DB to the new one?? this migration process will left old ticket data in old DB (sql 2000) and starting with new ticket data in a new DB (sql 2005) but with the same Requester and Technician detail. Thanks. -Tamam-
Error in updating assets
Hi, When adding assets to workstation in IT Asset manually it gives an error "java.lang.Exception: Product Type Not compatible".help me out from this
Updating SDP Agents and Remote Control without Active Directory
We dont have any installation of Active Directory and Workgroup etc. We have deployed SDP with agents. Since the environment does not have an Active Directory installation, any updates to the agents is not possible without physical visit to the client. Also any installation of fonts etc is not currently possible without a physical visit. All the users in our environment are mainly using the account with Administrative privileges to login locally and use the PCs (either built in administrator account
Printer Report
Hi all, Is there a way I can have a report of all printers and maybe include name and possible for details? Thanks Martin
Problem modifying SITE Field
Ok, i want the normal user have the posibility to select the SITE Field so i can know were he is reporting the problem. I go to REQUEST TEMPLATE-->DEFAULT TEMPLATE--> on the REQUESTER TAB i can´t edit SITE to allow the user to select this option or to make it mandatory. Thanks in advance
change notification URL access
Hi, When I send a notification about a change to someone who is 'only' a requester they cannot access the URL that is embedded in the message like http://sdp:80/ChangeDetails.cc?CHANGEID=204 is it possible for a requester to look at the change in a readonly form (just like a cab member when he is asked for approval) ? Kr, Ronald
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