SDP Archiving Details?
I've been through all of the documentation I can find in regards to SP archiving, but it seems that there's no indication of what actually happens when you enable archiving/archive a request. Can we get an update on what happens during this magical process? What happens in the DB? What happens to any file attachments? What happens when a customers uses the portal to track their requests? Some documentation on this feature would be appreciated. Michael
Seperation of duties - Tool Management versus Super user
Hello, Hopefully my issue is due to my lack of deep understanding of SDP, however, I'm not sure it is. It appears to me that because of the nature of the activities available in different Roles in SDP, that it is impossible to separate out the tool administrators from the super-users. There are features that a super-user of the tool would want that they can only get by assigning the SDAdmin role. The problem is that this role allows the super-user to have tool administrator rights as well. Features
Using Business rules to change status
I am having an issue with business rules that I hope someone can help me with. I am using the trial version of service desk plus build 5003 and I am very impressed with it so far. I am trying to change the status to a custom status, "Pending Assignment", when a request comes in to the help desk. I have a business rule defined as follows: When a request arrives, match the following criteria: Mode is "E-mail" or "Phone" or "Web Form" Perform these actions: Change status to "Pending Assignment" yet,
how to change the admin password
hi there, how can i reset the admin password, there is no option under the admin profile thanks
How to change ID request number
Hi all! We are going migrate our old SD to SD+ and we need run 2 SD simultaneously. For this purpose we need to mannualy assign ID request field or change it. Is it possible ? Thanks in advance.
ServiceDesk Plus Pre-Requisites
Can anyone tell me, what are the server/OS pre-requisites for ServiceDesk Plus Standard Edition? I.E.. server spec, CPU, RAM, Disk, Physical/Virtual, OS version etc.
Change Management Enhancement Request
1. Have the ability to (change or filter) customized views within Change Management 2. To have the ability to not only pull down peoples name but DL list for Send Notifications from within the Change Request. LG
Change domain of existing technician
I'm preparing to migrate the server our ServiceDeskPlus is hosted on onto a new domain, but I'm having an issue with the technician accounts. The move (on a VM copy of the server) is successful, I've added the new domain and successfully scanned it, it's even got my user account associated with the new domain, so I get single sign on as a technician, but all the other technicians are showing as associated with the old domain. I don't want to create new logins and move cases over if I can avoid it,
Personalized Signature
I've found that if I add a personalized signature, every time I reply to a conversation the signature is applied to the very bottom of the thread. Why isn't the signature applied to the top of the thread and the cursor placed just above it?
Workstation Software Report
Is there a way to create a report for managed software and list all the workstations that have that software installed on with a total in a tabular report?
Create a workstation summary report filter and group by a particular software vendor or type
I tried to create a workstation summary report filter and group by a particular software vendor or type. The closet report that I can generate is using the the software information sub report under the software summary report to filter by the software name. However, I don't like the default report format provided by this report. The workstation is listed on the top. If I export the data to a csv file, I need to reformat the data so I can get the workstation information listed side by side with
Problems managing Non Windows Assets like Printers/Thinclients (IP and MAC)
Hello, we are using SD+ 7.6.0 Build 7611 and would like to manage all our Assets like Printers and ThinClients. The MAC-Adress of the non-windows Clients is a very imortant feature for us because we use 802.1x for Network Security and our Thinclients have to authenticate per MAC-Adress. So the MAC-Management is a feature we would use in all Assets. Is there an Option to use the default fields from Database in the Printer-Definition or Thinclients-Definition to show the Mac and IP editable on screen
Query for request which was overdue before due time changed
Hello, We have such problem when HD workers changing due time after request starts to be overdue, and we cant see this requests in overdue report becouse of this. How can we make a query, is it possible?
Help with a MySQL query
I could use some help with a MySQL query from the SD+ Support crew. I would like to... Add a "Request ID" column as the first column in this report Change it from "Requests Completed Last Week" to "Surveys Completed Last Week" Below is the query as it stands today. Please reply with any an updated query including the changes I've described above. SELECT MAX(wo.TITLE) "Subject",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%M-%Y %k:%i')"Created Time",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%M-%Y
Robo no reset password
Hi My service desk plus is not reset password with robot tecnico my license was buying robo technical Help my please!!!!!
Robo Password Reset Tool
We have auto notification setup to generate an email to requester and techs when new requests are entered... also when closed. There is one particular item that I would like to NOT generate any emails back to the user or to the techs and that is a ROBOPASSWORD RESET. There is no point in emailing the user when their account is locked, and by the time their password is reset, the case is already closed, so no point in them receiving a completed email either. Also we don't want it notifying all
Add additional print options for Print Customizer
The Print Customizer under Actions, Print Preview is a nice feature but I'd like to also see an Approval Status check box to be able to capture who it was that approved the request along with time and date stamp. I use the Print feature often to submit proof of process followed during Sarbanes Oxley audits and to managers when they inquire about who approved a request. Is it possible to add an Approval Status check box and include the Approver, time and date stamp and any comments from the approver
no edit description by technical in advanced functions
How I can change the permission to no edit the description by the technical. Thanks, Christian
Changing the title of a report
I have a custom report that I use on a daily basis but the title is 'untitled'. How do I change this so it is something useful? I am using mysql as the database. Thanks Shaun
Manage Engine responding slow!!
Hi all, Lately I am experiencing a delayed response from Manage Engine service desk plus thus by creating problems so I wanted to ask does it is because of the fact that i have around 20,000 ticket all of them have some attachment or other. Because of this problme I have to restart my server many times in day which works like a temporary solution fyi i am using ver 7.6. build 7602....will upgrading to the latest build help me resolve the problem... pls help??
Unpicked tickets email time
Is it possible to change the amount of time before the unpicked ticket notification is triggered? Currently, if a new ticket is logged, the unpicked email is triggered if it is not picked up within 3 minutes. That's too soon. I only want to know if it hasn't been picked up after an hour or more. Or is it possible to change this based on the group that the ticket belongs to and/or the priority of the ticket?
Change request approval process
Hello, using ServiceDesk 7.6.0. Currently to request approval of a change we do the following : Create Request -> technician create new change from request -> click Approval -> Click CAB Members -> check CAB members -> click on Send for recommendation -> (new box open) Review message and Click Send Is there a way to automate this so that CAB members are automatically notified of new changes for approval ? Best regards,
Custom views
Hi, I have problems with custom views. In fact, when I make a custom view with conditions AND, it appears to me the behavior of a view with the OR condition. Have you got an explanation? regards Bastien
Custom report
Hi, I need a report with following fields: Priority, Request ID, Created Time, Subject, Technician, Group, Request Status It should be grouped by "Priority" and have following filters: Create Date is "older than one week" and pending status is "yes". I wand to schedule this report and send it once a week, so I don´t want to work with fixed dates. Thanks, David
[Resolved] Reports : Export XLS
Hi, I updated my version of ServiceDesk Plus to the version 7608. But I noticed two things : some of my reports programmed have gone and I can't export my reports in XLS format (other formats works). The pdf document attached is the error generated by the Help Desk. Any Ideas ? Regards Bast
how to give techs the ability to just create new templates
I am looking to provide a way for tech to create templates by only giving them enough rights to perform that task. Thanks Mitch
Partial Import of the users from AD
HI, I am able to import the users from AD but the number of requesters imported are not matching with the number that is shown in Admin->Requesters tab. Eg: When i import the users from AD, the output shows that it has imported 1400 users whereas when i go check the Admin-Requesters page it shows only 700 odd users. Please find the screenshots in the attachement. Regards VS
problem in Import from CSV in farsi font
Dear all I am useing "Import from CSV" for import requesters. in my csv file there are farsi valuse.for example name of requester is farsi. after import , name of requester in SDP will be : ������ what should i do ? Best Regards.
CC issues
I am working with the last version of the servicedeskplus and I have the following issues: 1) how can I have a cc field pre-filled in a new request? 2) how can the cc field inserted in the 'notifying technician' message template? Thanks
Convert SQL Datetime for insert into database
Hello, I need to manually insert an entry into the Notes table for ServiceDesk Plus. The problem I have is, how do I convert a datetime so I can do the insert. I can convert the bigint to datetime...but how do I do it the other way? Thanks
Link to multiple email addresses
We would like to be able to link to multiple email addresses and just assign the emails to a site or group based on the email address. This would be a nice feature if as in our situation we have multiple email addresses that have been setup for years for different issues but we want to manage everything in the tool. We want to track everything in one tool without confusing the users based on the email address responses come from.
Print Template for change / problem ?
Hello, our company is running ServiceDesk Plus 7.6.0. I am wondering if there is a way to customize the print page for Problems/ Change. Like putting our company logo on it or rearranging the layout. Thanks for your help Fabien
iPhone Safari Crashes
Whenever I try to log into Service Desk from my iPhone, the Safari App shuts down. I have tried rebooting the device, clearing the history and cache, none of which seems to work. I have updated to the latest version of Service Desk and this still made no difference. I have tried on my wife's iPhone 3G and this can successfully open the login page. it just seems to be my iPhone 4 which doesn't like the site... I don't have any other devices I can test this with! While not overly important, it would
Template from : New request created with ID: ... from ...
When we use the new field -- E-mail Id(s) To Notify -- the users receive a notification mail. Is there somewhere a possiblity to change the layout of this mail.? Thank you for your help
Switching from ServiceDesk authentication to Active directory authentication
We have established users with ServiceDesk authentication enabled. When we change the configuration to use the Active Directory authentication we can log in but no requests are shown. Seems to be no data. Attached is a picture of the entry page when I login using ServiceDesk authentication and another image when I use Active directory authentication. Seems when authenticating under AD I lose my admin rights and all request visibility.
Category Configuration Wizard
When modifying the categories and sub categories within the configuration wizard when you select "Tree View" it would be nice either to be able to resize it so we could print it off to look at it offline or if you could have a "Print Tree View" selection so it would make it easier to organize all of our categories and sub categories. Thanks, Joe Duea
scheduled reports
I have a custom query that I run and I want to schedule a report every month. How do I run a query report and then schedule the results to be emailed? I see a way to create a custom report then I can choose that report when I create a new scheduled report then I select report to be scheduled but not for saving a custom query report. Thanks Mitch
How to remove the field -- E-mail Id(s) To Notify -- in default request template
Nor in the template for the technicians nor the template for the requesters it is possible to add or remove the new field -- E-mail Id(s) To Notify -- We need the possibility to control this field, shurely for the requesters template. Best regards,
Recall of a saved forwarded mail shows no content
When we created a request and we want to forward this to any mailadres, there is a possiblity to send/save/send for review or to cancel it. After saving you can retrieve this "concept" on top of the request, BUT the Description is empty. The mailadres and subject are saved, not the description. And this is of course the most important piece. Thank you for your help.
MySQL to MSSQL database problem
I have changed databases from MySQL to MSSQL. I have followed the instructions from the converting steps but am having an issue. When I run restoreData.bat and select the latest backup, it looks like it restores everything correctly except I am unable to login. Previously, I was using AD with Pass-Through enabled. When I run a query for users in the database, the tables are empty.
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