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Assign service request to support group irrespective site of requester

May 21, 2017, 11:22 pm
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Hi,
We have multi site that's SITE A and SITE B. SITE A include these support group:
  • Infrastructure
  • Servicedesk
  • ERP
  • BPMS
and SITE B include only this support group:
  • Servicedesk

SITE A manage whole request of organization except some easy incident that resolved by a technician (That member of ServiceDesk support group in SITE B) SITE B. 

I want to create service catalog template. In this template I want to define support group that related to every service request but because of I don't known which site's users want to add request, I can't define site and support group. As matter of fact, I want to assign request to related support group after approve request.

Question 1:How should I design below needs so that the following need to be meet?

Thanks
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Re : Technician cannot view the asset

May 22, 2017, 12:21 am
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Hi Adanari,

Good Day,

Kindly help me with the following information,

1. Can you search the same asset from your login ?

2. If so, then kindly provide me the screenshot of the roles associated to this technician.

3. Build of ServiceDesk Plus you are using.

The information above will help us to troubleshoot this problem.
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Re : The request was rejected by the http filter

May 22, 2017, 12:40 am
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Windows Domain Scan table include unknown domain name or unusable

May 22, 2017, 1:08 am
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Hi,
After install SDP we have some domain name that unusable. I remove it and just remain primary domain name, but after some days I realized SDP added unusable domain name again. How to remove it permanently?

Thanks  
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Re : X-msg: Non-secure form (Approval)

May 22, 2017, 5:40 am
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Hi RCPSC,

Good Day,

As suggested by my colleague Susai this has been confirmed has an issue on our end which needs to be fixed globally. The issue id for the issue reported is SD-66817 and it will be fixed in one of the future hotfix.
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Re : Error has occurred during response

May 22, 2017, 6:30 am
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Is it an installer or SQL query? 

Might we be able to try it in our test environment?
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Can't get email notifications working due to cert error...

May 22, 2017, 7:40 am
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After all this time using this support desk I still get this cert error every time any email change is made. Really wish this would get fixed or clear instructions could be posted somewhere. This is for a new instance of manage engine.  Running on a headless Ubuntu Server.  Can someone help me get email notifications working?
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Re : Domain Filtering during Login not working properly

May 22, 2017, 9:27 am
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I imported a user and they imported with the correct domain. 

I'm still experiencing the same issue where if "Allow dynamic user addition when the user is not imported in the application" and "Allow Domain Filtering during Login" are both set to "Yes", then the domain does not populate for users.
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Re : Mail fetching with IMAPs not working, Exception while trying to open folder. A3 NO Server Unavailable. 15

May 22, 2017, 11:44 am
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Did you manage to solve this? We are now seeing something similar on 9307 :(


/Rasmus

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User missing "open with query editor" option when editing report

May 22, 2017, 12:54 pm
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We have a user that can create query reports, but doesn't have the button for "open with query editor" when she clicks "show query". The permissions for her role are set to Reports: view, add, edit and under Advanced, "Create Query Report" is checked and "allowed to view" is set to All. 

Do only admins have this function?
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Re : gencert.bat not working ubuntu

May 22, 2017, 1:20 pm
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Adding new requests via the API, and using a custom request template

May 22, 2017, 2:48 pm
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I am attempting to set up some custom fields, and register new tickets with the API. 
Using the default template works in the example below, but when attempting to use my custom template "Kansas - Websales" i get the error shown. 

Why would i get this error? I am not attempting to assign this to a technician during creation. Just trying to get it created under the right group with my custom fields. 






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Re : Windows Domain Scan table include unknown domain name or unusable

May 22, 2017, 10:27 pm
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Hi Justin,

Good Day,

This is because the domain is added automatically after each and every AD import. Once we turn this off on the database your issue should be resolved.


Kindly execute the query below on the database which will make sure that the automatic domain addition is turned off,

update globalconfig set paravalue='false' where parameter='DomainListAdded';


Restart the services for the changes to take effect.

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Re : Can't get email notifications working due to cert error...

May 22, 2017, 11:20 pm
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Re : Assign service request to support group irrespective site of requester

May 22, 2017, 11:45 pm
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Hi Justin,

Good Day,

I went through the post however I was not able to understand the requirement clearly. I assume your requirement is to assign a service request to a support group irrespective of the site to which the user is associated.

This can be done via business rules for Service Requests. (Admin tab -> Service Catalog -> Service Catalog Business rules ).

There should be a  criteria based on which the service requests are assigned to different  support groups. You can use this criteria and create business rules.

For eg, You can create a rule like,

Subject contains "Request a laptop" then the action would be to place in the group "hardware".

This can be done irrespective of the site to which the requester is associated.

Kindly reply to this post if your requirement is different or if you need clarifications.
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Re : Ghost Technician

May 23, 2017, 2:46 am
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Hi Cliff,

Good Day,

Thanks for writing to us. The other technician should be in resigned status and that is why you see the duplicate.


Please follow the below steps to fix the issue,


Note: Please take a trimmed backup of the application before performing the below steps.


Please connect to your database by following the steps from the link below,



Once if you are connected, please follow the below steps:

1. Execute the following query,


select al.user_id"USER ID",au.first_name"NAME",al.login_id"LOGIN ID",sd.status from aaalogin al left join aaauser au on al.user_id=au.user_id left join sduser sd on sd.userid=au.user_id where first_name like '%FIRST NAME OF THE TECHNICIAN%';


Replace the "Name of the Technician" with that particular technician's name. On the resultant report, you will see the "status" and "UserId" of the technician. The status of the other duplicated technician should be "Resigned" as per our prediction. If yes, please execute the below query.


2. Execute the following query to change the technician's status to active,


update sduser set status='ACTIVE' where userid=xxxx;


Replace the "xxxx" with the "UserId" of the duplicated technician(who was in resigned status) that you get from the result of first query.


3. After executing the above two queries, please restart your application's service once. You will now see the duplicated technician back in the application. Now delete the appropriate duplicated technician again from the application's UI.
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Re : Domain Filtering during Login not working properly

May 23, 2017, 7:58 am
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Hi Evan,

In that case, I think it is best if we check this behavior over a remote session. Please send an email to support@servicedeskplus.com mentioning this forum post so that we can schedule a session accordingly.
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Re : python integration with SVD

May 23, 2017, 9:18 am
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Hi Ardi, Kenneth,

The issue with version 3 APIs not working when  SSO is enabled has been fixed in the build 9309.You can find the relevant details in our readme. Please upgrade the application to overcome this issue.

regards,
Gopinath.B
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Re : Technician has Requester View only - Reset is not helping

May 23, 2017, 11:51 am
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We just encountered this issue in 9.3 Build 9306. Is there a fix to this issue?
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Re : Site issue with PM Task

May 23, 2017, 6:26 pm
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Hi Vignesh,

1. Yes
2. it works in request only in the PM task that it does not work - also it does not happen on one user but anyone i select

both happen in version 9100 (prod) and 9307(test)


regards,
Issa
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