changing the auto reply address for ServiceDesk Plus
Can you switch the reply address to a new servicedesk email account that would populate a new database from old requests in a previous database ?
Tiket assign randomly a group of technicians
when create the request the SDP assign the tiket. for example: 1-Create 5 request 2-we have 5 technicians 3-SDP assign a each one the technicians, the requests created in the portal.
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Too much notifications for technicians
Hello, Our technicians complaint to current SD notification mechanism. The main reason of the issue is that SD sends the alerts even if it was not necessary. For example when technician assigned the requests to himself he always getting alerts. Why does he need to get an alert if it was actually he who has assign the request? My Regards, Vlad
converting asset into a router or printer asset
hi i have many printers and routers listed in the asset section of service desk plus 7509 i added a network scan and it detected the routers and printers using SNMP but i now have duplicates 1) the original asset (5417 - Printer01) 2) the newly scanned asset (Printer01) i tried to resolve this buy removing the newly scanned asset but renaming the original asset 5417 - Printer01 to Printer01) but when i next tried to do a scan a failure occured on this particular asset I have the same issue with
Administrator Login Problem in SD
Hi , I am not able to login with administrator account of SD. I am able to reset the administrator password via another admin equivalent ID ,
Closing multiple requests without notification
I am trialling Support Centre. Is there a facility to select more than 1 request and "close without notification"? I can only see the "close" button in list view. e.g. do a search for all requests open by a particular customer and close them all at once - without notifiying them.
How to disable Robo Technician and its template
Dear Support: How to remove the reset password robo request template from SDP 7509?. we have many request templates and this robo reset password is useless and is shown in the template list all the time . is it possible to remove it from template list? and it's better for us to remove the whole robo module from sdp . thank you . Ralph
Opera
Does anyone else use Opera to browse these forum's and have issues? I am some minor annoyance's when click on various links and such. its no big deal just wondering if its me. thanks Jfor26
Unable to remove 8080 port from URL
Hi, I want to define my Alias URL like "helpdesk.mycompany.com" without 8080 port but its not working without 8080 port. Please let me know how i can resolve this issue
Remote Control ServiceDesk Plus
Wich port does remote control need for use on different domains. In our environment we have different domains which we use in the asset management module. I've made some changes on the firewall to make that happen. Now I would like to know which ports Remote control use so I can make I available true the firewall. Also, how do you use the CTRL+ALT+DELETE option in the Java remote session? I could only find the refresh button for the logon screen. But once I'm logged on this doesn't work anymore.
Unusable field in request form - Asset
Hello, It it very hard to hit the field "Asset" because it has very small size. Our technicians use this field very often and it is important for us to make this field more usable. My Regards, Vlad
Disable Remote Control Feature
Dear Support Team: We are using SDP 7509, and have some technicans with SD_Admin role due to our requirement. And now , I would like to disable the whole remote control feature of SDP, so our SD_Admins will not connect to ours servers unexpectedly. And we in fact , have purchased another remote access software yeasr ago .It is a great risk now for us . so ,is it possible to disable this feature , make "Remote Control" text and link in Workstation & Server detail view disappeared.
Reject e-mail from non-requesters
Hello, How can I reject the creation of a new request by e-mail from senders not previously set as requesters nor techinicans? Thanks, -Rodrigo
Trying to restore data from 7022 production to 7022 test and recieveing this error message
Unable to restore database : Syntax error or access violation, message from ser ver: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'No Description')' a t line 1"
Asset Naming convention
I have been trying to come up with an asset naming convention that is unique and manageable for items that are not workstations or servers. I read where some SD users are concatenating numbers on the end of product names, like Dell Monitor 1, Dell Monitor 2, etc. I am curious if that is what most people are doing. My thought is to use our bar code values since they are unique and static and easy to identify on assets. I would appreciate any feedback before we set a standard that causes us problems
Requests
Is there a way to make requests available to only certain requestors? I've created two requests templates but I only want certain people to be able to use one of the templates. Thanks, Robert Evans
Requester Close Ticket form Interface
Hi there, This might have come up in the past, but in my opinion it is worth mentioning it again. Some times the requester instead of closing a ticket from the resolution email, he accidentaly erases the email and at the same time the chance to close it. Is there any possibility to close the ticket from the Interface? If not, why not? I know that there is an automatic closure rule but that is against our policy. Please let me know if there is any thing scheduled for the future because this will
Elapsed time
Hi, could you please to tell me where I can see the time taken to resolve the request? Thanks, Andy.
How to restore the admin-account
We managed to reassign the administrator somehow to be a normal support rep. After logging off and on, we lost access to the configuration. Is there any way to restore the settings of the administrator, so that we can access the system-management again - other than restoring from a backup? Thanks, Rudolf Bom
Unable to view more than 25 tasks
It appears there are no controls in the implementation tab of a change to page through tasks. The default view allows 25 tasks to be viewed, and the rest are invisible. I can't find this in the list of known errors - is this on the roadmap for repair?
Watchers for Changes
I'm not sure if this is possible or not already, but I had the question brought up to me by one of my co-workers. Is there some way that you can set up "watchers" for change management? I'd like to be able to set up one user or a number of users who would get updates for changes but aren't a CAB member. Is this possible now? Thanks ~James Murphy
Some question about Remote Control Agent
Hi, have some questions about agent... - Does it run all the time when is already installed on the computer - does it leave any tcp port open - does it comunicate directly to the client from technician or via servicedesk plus server... Thanks! /Amela
merged request show as not merged in assets
simulation steps: - make two requests related to same assets - merge to one - close the request - find the assets and go to request tab you will find the two request, one of them open and one of them closes :(
CAB Notification rule
SD+ Currently our company is testing the change management function within SD+. Question. Currently it is only possible for the technician to resceive all approved & rejected comments. Is it possible for CAB members to also receive the comments? This way the CAB members knows what responses & suggestions have been made.
Open html files that are attached to messages
Is there any way to open html files that are coming with the msg? i am getting a msg saying file not found
Linux Startup
How do I get SDP to start everytime my Linux server starts? I'm running it on debian and the only way for me to currently run SDP is to launch the run.sh script which I then have to terminate to do anything else. Thanks in advance for the help.
Custom report to show 'Assignedtime' of queries
Hi, I would like to generate a report that shows the assigned time for all queries. It would need the date in dd/mm/yyyy format, and the closed time, also in the same format. How do I do this?? Thank you, Craig
I can't reply to a ticket that has a different email domain than what servicedesk is set up for
(ex. aaa.com and user is bbb.com) any way around it?
Hotfix 7512 Released
Dear Users, Please refer to the following announcement about the 7512 hotfix release. http://forums.manageengine.com/#Topic/49000003549082 Thanks & Regards, Srikrishnan ServiceDeskPlus.
Replies to go to all addressee (individuals or groups)
Hi, Is there a way to make SD to send replies not only to the original requester but also to the individuals who are CC'ed on the email request? Also how about sending back replies to a group email rather than to one or two individuals? Currently, only the original requester is receiving replies/updates regarding a particular request but we would like to all addressee's to receive this information. Any help is greatly appreciated!! Sam
Technician can't view requests?
I made a requestor a technician, but when he goes to view requests, he sees the requests he made as a requestor, not the ones I've assigned to him. His Roles are SDAdmin and Technician do I need to do something else?
Problems running reports in ServiceDesk Plus
Greetings, I need help running the following 2 reports and I can't get them to run. Average # of tickets resolved remotely by month. Average # of tickets resolved deskside by month. Please let me know if these 2 reports are even possible. Your prompt reply is appreciated. Regards, Ms. Pat Sussman
Showing Changes for an Asset
I want to record any server config changes using the Changes feature. I think want to be all to look at all the changes made to a particular server. I can't find this in the assets section, is there a way to drill down to this? Thanks
Feature request
Would it be possible when importing users from AD to also include the Company field from AD? Because we have multiple companies in one domain, it is kinda hard to draw reports on what hardware is present in which company for a certain department (multiple accounting depts etc.) thnx in advance
Department creation
How can I stop ServiceDesk from Auto-Creating Departments. From the best that I can tell it creates these new departments based up what is input in each user account on AD. We only want about 20 dept.'s listed but currently we have about 45, most of them are grayed-out but why cannot they be deleted. Thanks Jason
Costumize a mail request
Hi, I know that you can create a helpRequest by sending a mail to SP+ but how to specify that HelpRequest ending up under specified category that I'm wrote by mail. Thanks!
ldap
Where having a problem with the ldap from the edirectory. When i import the users from the edirectory the name of the user is the same als the login name. When i change the name of the user to his full name so that everythting stands correct. When i do a new ldap import of the users the full name is being overwrite again. Does anyone know which field from the edirectory is being used. regards
Restore data problem. Duplicate key in object 'WordMap'
C:\SDP\ServiceDesk\bin>restoredata ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ********************************************************************************
Next Page