Site based Service Catalog
Is there any plans to have the Service Catalog be site aware? Currently if we have 30 sites, each with their own IT teams and we want to have an item in the service catalog we would have to create one for each site to be able to assign them correctly to the technician groups at each site. Is there any chance that we can have site based work flow or site based Service Catalog business rules. Right now with the removal of business rules from Service Requests, the Service Catalog is only useful for
Value "Reply Text" to include in the notification template "Notify technician when there is a new reply from the requester"
In the Notification Template "Alert(or Notify) technician by e-mail when there is a new reply from the requester." I would love to have a value for the reply-text. This would add much value to the notification, as you know directly what the requester responded. Regards, Oliver
notification to a group when closing a request
Hello We would like to send notification messages to all group members, when a request - assigned to this group - is closed. Thanks in advance for your help Best regards, Marc
Limiting request templates to specific requesters?
Is there any way to limit request templates to a single requester or group?
ManageEngine User Conference NewYork(March 22nd - 23rd, 2011)\San Francisco(March 29th - 30th, 2011)
We are happy to announce our next big event in the US - ManageEngine User Conference 2011 - in New York and San Francisco. Two days of power-packed product sessions, training, and more. ManageEngine User Conference New York City March 22nd - 23rd, 2011 | San Francisco March 29th - 30th, 2011 Don’t miss the first ManageEngine User Conference. Two days of power-packed product sessions, certification trainings, and practical lessons from the leaders in IT. Network with peers and product managers. Get
Show PM tasks on Scheduler
Is it possible to show PM tasks on the scheduler?
ldap field relationship
Hello community. I'm still not sure how to fillup the ldap fields in a way that also SDP works automatical with the right information. We're a small company with only one central and one branch office both located within the same city. Within these locations we're having some offices (rooms). Overall we have just 5 departments. So I thought it would be a hierarchy like that: SDP Regions == have only one. The City. (What, if we expand and have branch offices in other citys / countrys?) SDP
SR History - Approvals?
Is there a reason why Approvals (specifically: date/who sent, date/who approved/denied) are not included in the History of an SR?
Report to show list of vendor details
Is there a way of generating a report to show a list of our vendors. A lsit of vendor details in the system. Can you guys at SD create me a custom report. Thanks Saleem
Couple Questions - Assigning Tickets to Assets / Respond By Date
I have a couple of questions that I have searched for but cannot find the answers. I apologize if these are already posted somewhere but didn't see them. 1. How do I create a ticket for an asset rather than a requester. Some departments have department workstations that no specific employee uses. When that workstation has an issue, I want to create a ticket just for that asset and not tie in a requester who simply reported it. Is there a way to do that? 2. There is the "Responded Date" entry
How do I organize incident templates categories ?
Hi, I have installed SDP 8.0 Standard version and I can see that "new incidents" have 3 categories (Internet, Hardware and Email) in these categories, there is a few incidents templates. How do I move new incident templates in to those categories and how do I create new categories? If I create a new incident template it lies outside the 3 preconfigured categories. I've searched google for a solution and I've looked all over the admin setup site, but I simply can not figure out where I create
SDP 7.5.0 Build 7508 - Scanned Software count filter
Hi Im looking for a way to clean all the software with Installed count 0 We are running the system for few years & i have over 6000 items Is there any easy way to do this or only one by one ? thabks in advance
AddTask - Servlet API
Exists function for AddTask in Servlet API? I need Add one Task automatic when i created a Request in my form template. is possible?
Form Design
Hi, I’m designing service catalogue forms. We have all decided and we know exactly the “Category” and “Subcategory” for all Service Request. But we just want that clients to see/edit “Items” field. This is impossible to accomplish since I can’t put just the “Item” field available to see/edit for all my clients. Can you please help me with this. Best regards, Henrique Alves.
Task Reporting
Hello, I want a report that lists the following information about change tasks. I have looked through the forum and others have asked for task reports but not specifically what I want. I hope you will add some task reports soon! This is what I want: I want to select the Change first then have it display the Change description. Then underneath the change I want to list the following task details in table format: Task ID Task Title Task Description Task Technician Name Task Status Description Task
Search option for requesters
Hello, Some of our users (not technicians) who created a lot of requests complain about of absence the Search function (which technicians have) in order to search through all requests (including body of requests) using keywords. Could you please add this option for requesters? My Regards, Vladyslav
Removing Scheduled Report
We have a scheduled report that generates an email. Unfortunately, the person that set this up marked it at private and is no longer with the company. The report is a simple time report of what they had worked on, but I can not find it in any list of reports. The report is generated, sent to her old email and the undeliverable notice is returned to our helpdesk email that creates a new ticket everyday. The Report's name is Altaf's status report but the bad email is Sadat's (sshaik).
Ordinary user cannot submit incident reports
Hello I am currently implementing SDP V8 on our network. I have a small team working on it and a group of independent testers. The testers have been submitting incident reports for some time without any issue. However, as soon as I created Service Catalog items for them, their ability to submit Incident reports ceased. Ordinary users can submit Service Catalog requests but cannot submit Incident reports. Attempting to submit an Incident Report does not throw any exceptions. All appears to go
Public and Private reports
Hi, Please let us know how to create,edit a report as public or private report.
Technician / Group Association
Hi, When assigning a ticket via the Requests tab in SDpro, I can assign a request to a specific Technician, but not to a group. Is this by design? I would like to be able to assign only to groups and not technicians, but would settle on being able to do both. Is this possible? Please see the image below for clarification on where I would like to assign to a group instead of technician. Aaron
emailing a requester when a request comes in
Hi all, Can I set up a rule, or even a service catalog entry, so that when somebody fills in a request in sdp it places that in the requests but also sends an email to a requester? Thanks Martin
Problem in restoring the backup data in adventnet ServiceDesk Plus build 6014.
Hi All, I have a problem in restoring the backup data from one server to another server. I want to shift servicedesk plus from one server to another server. The production server has build 6014 installed. I have last month's backup from that server. stopped that server. In the test server, Installed servicedesk plus 5.5 & upgraded using 3 service packs and made it as build 6014. Now both servers are having servicedesk plus build 6014 & using MYSQL databases. I'm trying to restore last month's
how to auto assign specific ticket to specific technician
how to auto assign specific ticket to specific technician or group of specific technicians permanently ex : i'd like Mike and Jone always responsible about car tickets . how i can do that ? is there any way to do it or not ?
Can SLA escalations to be group specific?
Tickets in our organization are managed by group based on the application selected. Can the SLA escalation notifications be setup to notify individual groups based on a field value such as affected application?
Domain Scanning Problem
Our domain AD structure has changed since the last time we imported from it, and now the software will not let us fetch the updated OU list. Whenever we click on Fetch OU's from Active Directory Again, I get an error that says Exception Occurred while enumerating Organizational Units. We have tried multiple user accounts that would normally have access to the AD list, and have tried using both the server name and the IP address, but have gotten the same result. We are currently using SDP version
Scheduling PM tasks
Is there anyway you could include the ability to schedule by particular _days_ of a month, as well as by date? It would be good for us if we could have (for example) the third Friday of the month.
Applying a template to an existing ticket
Is it possible to apply a template to an existing ticket?? I can use them when creating a ticket but not all of our tickets are created manaually, for example, when we receive an e-mail. I'd like to be able to add the template after the ticket has been created from the e-mail. Is this possible?
How can i scan my HP ProCurve 2410?
Hi! How can i scan my HP ProCurve 2410 in my ServiceDesk Plus? Thank you
New request only from domain users
We are currently evaluating ServiceDesk Plus. We have it configured and it appears to be working great thus far. We have run into a minor inconvenience thought. We are using our helpdesk@domain email as the email in ServiceDesk to create new requests. However this email address is also on many subscription lists, so every time a vendor emails us, it creates a new ticket. Is there a way to restrict the ticket creation to only those emails coming to the helpdesk@domain email from domain emails? TIA
Can't use SQL with carriage returns in custom report
Select * from table works fine. Select * from table does not work. I write all queries in SQL Server Studio Manager and then paste them into SDP reports. It is too tedious to reformat long queries. Is this a known issue and being fixed? Thanks.
Tasks Enhancements ?
We are currently using ServiceDesk Plus Enterprise for out IT service desk. We now have another potential (non IT) application for ServiceDesk Plus but the main obstacle to choosing ServiceDesk Plus over other software is the limited functionality of Tasks. Can you please advise whether and what plans there are to improve the Tasks functionality in ServiceDesk Plus. Ideally Tasks would need to be more like Requests. I know this question has come up before and the Tasks functionality has already
attach documents to a request via 'Actions --> add attachement' menu instead of having to edit the request
Hi I would really appreciate having a new menu item 'add attachment' under the Actions menu in the request view, in order to add attachments to a request. Today, you have to go to edit mode and then add an attachment. IMHO, adding an attachment is not like editing a call; so every technician should be able to do so. To edit a call, you have to have the correct rights. Not all our technicians have the request edit rights in my configuration. Thanks. Best regards, Marc
Service desk Plus Back Up
Hi All, Has anyone tried to do a restore from the BackUp in SDP, is it a full backup can I recover my full system from this file?
Change requester site information on BD
Hi, I need to change information of requesters but I don't have access to AD. So, I have SDP configured with SQL Server and I need to change "Site" from users that I import from AD. What is the table that I have to configure and what Is the field? How can I do that? regards, Henrique Alves.
Incorrect values displayed during Domain Scan - SDP 8008
Hi, Looks like in the latest version of SDP domain scan dialog has some glitches in numbers such as percentage and number of stations scanned. For example it shows 563% complete for 45 stations out of 8 possible. Also the scan doesn't stop then it reaches the end, but restarts itself one or two more times. Please refer to the screenshot attached.
Automatically assign workstation to user
Hi, I think that it would be great if SDP automatically assign computers to users when we importing assets from Active Directory. SDP could match computers to users from “Name” field on “Manage By” tab of computers in Active Directory. Regards, Henrique Alves.
Asset Status Not Changing
Some techs on the help desk are reporting that when they try to change an asset to in use, the user gets assigned but the status remains as in store. This is really messing our inventory up. I've been able to replicate it, and it happens to both workstations and non-IT assets. I am on version 8.0.0 Build 8007.
Remote DCOM Error
Receive the folowing error when scanning the domain with LAN Admin credentials using Build 4112. Did not receive this error with Build 4109. Either access denied for the user or the remote DCOM option might be disabled in the workstation.
SDP 8007 - Pass through authentication - does it work as standard in a Windows 2008 R2 domain?
Hi, I've been attempting to setup a test enviroment to test 8007 before upgrading from 7611, but can't get the pass thru authentication working. I have a case open with Zoho support, but they are suggesting that I need to change the NTLM policy for the domain/servers from the default, and amend various Internet Explorer settings. This seems a bit drastic to me, especially since it is working fine on 7611. Has anyone else had issue with this within a Win 2008 R2 functional domain level system? Thanks,
SDP on Blackberry crashes
Hi Team, We tried accessing servicedesk plus on blackberry phone, but after login it crashes and gives Error 400 Do you need any screenshots for that ? thanks Gopi ME Tech
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