How to disable "request closure code"
SD-31865: Request closure code and closure comments will be prompted when request is closed from request details page. Can I disable this option?
SDP Creating a new user in AD
Hi all, I have a form set up in SDP in the Service Catalog and when the requester fills it in with the certain information I would then like SDP to use that information and create an acount in AD with it. Is this possible at all? Thanks Martin
managing two requester for the same request?
In some cases, the requester do not create the service request and the request is created by another requester in service desk plus. But i can't find a way to manage that...except by creating new field "requester", but that's not very good (because you have to fill manually the name without any link to requester database).. So, do i miss something or do i need a new feature for that??
how to change the week start day and end day in SD+ version 8
how to change the week start day and end day in SD+ version 8.For us week starts with sunday and ends with thursday....
SQL Query for pulling details of users
What is the SQL query which would help us to pull the list of technicians and requestors?
Site spesipic email
Hi Im using two email addresses (one per site) both reach the same mailbox that the SD download emails from Is there a way to auto assign it to a Site? (I didnt see any option for this in the Biz rules) Thanks! Slamis
Hotfix 8008 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8008 ) release. New features in 8008 SDF-30571 : If a technician replies for a request from his notification email(from his mail client), and included the requester email in the to/cc list, then that reply will be considered as response for the request. And if it is
CompleteTime in Request Email Templates
Hi all, I want to use the Completetime on a request or incident in email templates. but I can select it from the list, the is just the created date. And when I use the variable $CompletedTime it doesn't show anything. I need it for the Businessrules because some departments want to see in the email when a request or an Incident was closed. They don't want any reports they want it in realtime. And in the Businessrulesit would also be great if you would be able to select the closed status as a criteria.
Password encyption
Is it possible to encrypt passwords saved in the mysql DB for SDP? Poking around i noticed that the password i have saved for fetching mail is saved in clear text, so i was just looking to see if there is a way to use some level of encryption instead of saving it as clear text.
Notification rules just for when the status has changed
Hi, We would like the abilty to notify the requester when the status has changed for a request. I know there is the abilty to notify a requester when the request is updated but this sends of loads of emails to the requester if any change is made and the user can get 10+ emails about any small changes that have been made, we have therefore had to turn off this notifaction rule as requesters are beginning to ignore these notification emails. If we could just email the users when the status is changed
Can we add notes template to the service desk..
Can we add notes template to the service desk..
What .. happened to pricing ?
Last year the product was $16.50/user/month, now it is $39 (for pro). That is a 140% increase in less then a year. I'm trying to figure out what I'm missing and how a long established product can jump by more then double in a single year ?
New Query Report option missing
Greetings. I am experiencing an issue with the "New Query Report" option. None of my techs can see this option even after giving them full access to reports. Any ideas? Thanks in advance.
ServiceDesk Service Catalog template questions
We have spent a lot of time constructing a number of templates for use in the Service Catalog. Now, a few questions. 1. We would like to either lock or hide the Category from the user, so that the user cannot change this. We still want to view the subcategory and item, and the user can change these as needed. It appears that locking (or hiding) the category also locks or hides the subcategory and item. 2. We have several sites, each with their own set of templates and categories. But, I don't
Email Replies from Outlook not being logged in Conversations
Hi I have noticed that Email replies from Outlook are not being logged under Converstaions on Service Desk. I have also noticed that our Mail Fetching Status is stopped. Is this the reason why these replies are not being logged? Please advise, thank you. Michelle
Directing a user to a "New incident" page automatically on login
Hi All, We are currently trying to achieve 2 things: 1. We have enabled pass-through authentication for all users. However, we would like "requesters" to go directly go to a "New Incident" page, instead of the "Home" page. If the requester so wishes, s/he can subsequently go to the "Home" page to see the status of other requests s/he may have made. 2. We would like to remove the "Category", "Subcategory" and "Item" field from the "New Incident" Window and from being viewed by the requester. Our
ServiceDesk Plus remote Control
We are having a problem getting the Remote Control of workstations to work. The Domain Scan of the workstations works fine but not the Remote Control. Are there any other prerequisites to get the Remote Control working. When I click on "Remote Control" button for a WS the agent starts to install but fails after a few minutes with "User failed to authenticate your connection" Tried looking up help on this and found below but the links no longer work;- Support your remote clients or customers by
Sending notification failed
I can't sending email, Error below Sending notification failed. Error Code - 1,298,395,498,95
Query to show requesters with no request history
Hi, Can I have a query to run in the report module or in MSSQL2005 to show all requesters who have no request history in live or archived requests? Two separate queries if necessary. I should have about 6,000 live requesters but I have over 10,000 and want to identify the bad and duplicate data I have in my database. Many thanks, Dean
Stock edit
Hi, It is possible to edit stock? change name or delete? see attach. Please help me. Thanks Best Regards Lukas
Custom Report - Assets by User with Cost
Good Afternoon, I am looking for a report that would display any assets that are assigned to a user and would display the cost of those assets. I've created something similar using the Wizard, but there are two issues. 1) I have to go into the report and manually select which users are displayed in the report. This is troublesome because - it's a manual process to add/remove someone when they join/leave the company - the box that lets me choose names has been broken ever since we got
API - Updating Requests
Using the API I can create a request using VBScript using the AddRequest operation. Am I correct in understanding that the UpdateRequest operation acts like a page edit on the request and changes values, descriptions etc? If so is there anyway using the API to add conversations to the request, emulating the e-mail process? Failing that maybe a MERGE process where by I create a new request and then merge with existing so I get the change for full history on the request. Adding Notes will be
email configuration SD+
Hi, When configure e-mail server, i have strange error (see attach). this problem occur even if i select POP and port 110. Then no needed certificate. Of which may be related? Thanks for help Best Regards Lukas
SDP - Service Catalog Resource Details in email notification
Hi, I've discovered that there is no way to add resource details to the email notification sent to requester/technician when a new service request from service catalog is created. I think it would be a nice feature to add, so the technician, when looking at the ticket on his cell phone can have more detailed information about the service request. Thank you, Miron
LVS Load-Balancing
Is it possible to have 2 separate instances of ServiceDesk Plus Enterprise (build 8008), 2 physical servers, running behind an LVS load-balancing system?
duplicate requestid's being generated since upgrade
we upgraded to 8008 from 8005 yesterday, and our technicians have noticed this morning they are receiving email notifications for new tickets that don't appear in the request queue, and upon further examination the new tickets are referring to old requestid's in a perhaps related problem, responses to emails generated by the system are not being appended to their tickets either I can only assume there is a sequence problem here, but searches on the forums produced the fix of creating a dummy ticket
[Helpdesk] How I can migrate DB for another server
I installed ServiceDesk on my server, but i would like to migrate database for server which is installed on the same machine. I succeed restore database then I used script changeDBserver.sh. If i would like to run script run.sh i got error Unable to start MySQL server on port 3306. Please free the port. Can I start application without start the mysql server?
What is E-mail ID(s) To Notify?
In 8.0, I have noticed a E-mail ID(s) To Notify field. Would you explain how this works as I cannot seem to find any documentation on it. Is this a new feature? I do not have it in my production version of 7605 although I found an old post that refers to the field. This suggests it is an existing feature. I noticed in that post there was an icon next to the field that I would imagine pops up an email list to choose from. I do not have this icon in 8.0.
Additional Field in Requester Details
HI, I need to know, how do i add Additional field in Requester Detail. For Example. I want to add Employee ID in... Admin -> Incident Templates -> Default Request -> Requester Detail. Thanks Urgent Help needed.
Reports for Request Count, Open, Closed, Resolved by monthly for a year.
Hi Experts, I have run many different reports but I am not getting the exact report I am looking for. I have generated a report which gives me a Line Chart by monthly and the counts of Closed, Open, & Resolved, but I want the total inbounds ticket graph like it shows on the main page on the right side.
How to delete thedefault product types in the assset section?
I can not click in, in to the box to delete the default product types. I will be very thankful for any help.
E-mail Template "Notifying technician when a note is added" (HTTP Status 500 ERROR)
Hi, I have a problem with SDP 8.0 When I try to customize template E-mail Template "Notifying technician when a note is added" I get a HTTP Status 500 ERROR) look at the attached screenshot... Is this a known problem? And what can I do? Thanks in advance
Migration to MS SQL failed. Unable to backup MYSQL database
Following the instruction to migrate from mysql to mssql using changedb.bat, restarting SDP service twice and restoring the backup was unsuccessful. The servicedesk database was created on the SQL server so I assumed the migration was successful. After placing SDP back into service I found the mssql tables were empty and I was indeed still using the myssql database. I tried to backup the database again to retry the migration process but I was unable to backup the database. I do not want to perform
How do you restore your archives
Hi All I have a problem. We set up the archiving system on our build of service desk it was configured to only archive closed / completed requests. In January it did everything on the system. How do I get the open and jobs on hold back into the main system?
DuebyDate in Notifications
I think I've found a small bug in SDP 8, no clue if it was in the brevious releases too. I've defined a SLA of 4 hours. So the DuebyDate is set on any Request. But when a Request is created and the notification is sent to the technican by a businessrule, the $DuebyDate variable isn't filled. in the Notification you just see $DuebyDate. but when you then change anything on the Request and another notification is sent, then you get the correct datas. Perhaps the businessrules are checked first and
Delete Workstations?
Hi, we hade major changes in our workstation environment, number decreased significantly. Now, i´d like to have the numbers in SD+ up to date. Can i just delete all scanned workstations, tell everybody to turn their pc´s on, scan again and everything is fine? Or what do i loose deleting the old workstations? Any important database-indexes? Appreciate any hints and thoughts that might be useful! Thanks a lot, Uli
Mail notifications [Resolved]
Hi, I'm actually in SDP 8008. Since SDP 8007 our requesters have no mails when creating a request. They don't have a mail when their requests are closed. Only the mail for the requests queues for technicians are available. Moreover, when replying to requesters, all fields are blank, and the object doesn't refer to the RequestId (it's written : Re: [Request :##$RequestId##] : $Title Thx & regards.
Windows 2008 Server SP2
Noticed that there is a Service Desk Plus active icon in task bar on Windows 2003 server. Not seeing Service Desk Plus active icon on Windows 2008 sp2 task bar This is making it difficult to ensure that SDP service is running without having to manually go into the services option on the server to verify the service status. Any thoughts?
Can an email auto generate a request in Service Catalog request?
I was curious if an email can be used to open a request in Service Catalog. I have a template in a service called Client Support called client request. Is there a way I can have an email generate a ticket using this template?
Steps to include Service Catalog Additional Fields in a Query Report
Hi Users, To get Service Request reports based on Service Catalog additional fields, follow the below guide. Tables involved: ServiceCatalog_Fields Values of common additional fields for a workorder are stored in this table This table is common for all service categories Columns in this table starts with GUDF_ (examples: GUDF_CHAR1, GUDF_LONG1 GUDF_DATE1) ServiceDefinition Details about service categories are stored into this table DynamicTables Details about the created dynamic tables for service
Next Page