Due Date/Time vs SLA
Hi, I have a couple of instances where requests have failed SLA due to the user responding to the call closure email unnecessarily, which reopens the call and takes the SLA past the due date and time. As this isn't a genuine SLA failure it is possible for me to manually calculate a new due date & time, based on the genuine time remaining to fix the call within the specified SLA period. However, when I change the due date & time the request is still flagged as an SLA failure, why? Example - 8 hour
Field and Form Rules - Execution Order?
Hi there, I'm trying to do something simple and I don't understand why it's not working. Firstly in the rule onFormLoad I execute a script to: $CS.removeAllOptions(["SUBCATEGORY"]); Then I have an action (not a script) in there to 'Add Options' to SUBCATEGORY = [Option 1, Option 2] (Although I did try to add the options in a script and that didn't work either) When the form is loaded for the requester or technician, SUBCATEGORY has no options. They are existing entries in the subcategories list but
How setup authentication user by ADFS?
Product : ServiceDesk Plus Version : 9.2 Build 9235 Reference URL : https://www.manageengine.com/products/service-desk/ad-sso-integration.html After run script power shell on AFDS Machine : adfscript_2012_r2.ps1 Pending Step for setup first page on ServiceDeskPlus 1. How enable page Admin->SAML Page on my Server? 2. How to change login page to Login in URL of server ADFS? (e.g. https://<server>/adfs/ls 3. How to change logout page to URL recommend from script?
Setting up the cascade reply before auto close.
is it possible to have Help-Desk auto-reply after technicians sent last reply? What we are trying o do is to reply to user and have have help-desk provide 2 additional follow-ups; 1st one after 48 hrs and than 3rd one 24 hrs later. after that I would like to have the ticket to auto-close. Thank you, Vel
Asset Explorer Problem
Hello Team, I am using ManageEngine Service Desk Plus 10.5 Build 10500. for Asset management we use Asset Explorer to manage our assets after installing the ME Asset explorer agent to all the windows devices when i click " Scan now " button and try to scan the devices it gives me an error : FAILURE :Timeout in agent communication. i did some basic troubleshooting : - Network speed is 40 Gig / sec so its not slow - Connectivity from server to client is fine, i did telnet with port
slaauditservice fails on startup
We are moving from one machine to another to host our ServiceDeskPlus Windows 10 x64 Service desk build 9400 (upgrading not an option at this time) On our current machine we are running version 9400 On our new machine we are also running 9400 After backing up data on the old machine and migrating it to the new machine and restoring the data through the restorData.bat successfully: SLAAuditService fails on startup when running run.bat and shuts down. It was working before the data restoration. Any
Service Desk Plus User Conference in Toronto, Canada
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PROBLEM TO UPDATE
Dear, good morning. I am trying to update the platform Service Desk Plus (Current version 10.0), but the following "INVALID NODE" messages appear to me, from what I have read, I understand that it is not an error message. But after proceeding with the update, it shows me an "Unexpected Error" message and I cannot continue with the update. Referential image is attached. Greetings.
PROBLEM WITH THE MAIL AND NOTIFICATIONS
Hi, I have updated ServideDesk Plus to the latest version (Version 10.5). (It was updated from version 10.1 to 10.2, and then updated from 10.2 to 10.5) I have had the following problems: -Email is not sent to the assigned technician -Email is not sent to the email to notify -The sending of email to the requester , works only with some users. I have reviewed the notification rules, and everything is set correctly. I have verified with google bussiness support and there are no blockages for the email
[ForYourInformation -2]: Now you can Broadcast messages to particular group or site
In older builds we had limitations only to broadcast message either to "All Technicians" or "Logged-in Technicians" we all know how difficult it was to restrict the broad message to a specific set of people, now we can restrict the important message to a specific group of technicians or specific site technicians in just a click. This new enhancements in "Broadcast Message" feature is available from Build 10503 (reference id SDF-69242) How to Broadcast the message to a specific group of technicians
Requester would like to close their own requests in Self-Service Portal
Hello Community, our requesters would like to be able to close their own request in the Self-Service Portal. Currently, they can only do so after a technician has processed the request. Is it possible that requestors change their own request status independently of a technician? We are using version 10.5 build 10503. Thank you for your advice.
change localhost:8080 to local URL
hello Team recently we have installed service desk plus in our orgnisation, now after default installation applcation ruuning with http:localhost:8080 URL in my Server 2012 now i want to start servicedesk on client side by going to particular local URL which redirect autometically to default http:localhost:8080 so please assist how i it can possbile. creating ticket by typing localhost:8080 looks very unprofessional
Java standalone application? Any Servlet container (like Apache Tomcat) behind?
Hello I wonder is this ServiceDesk Plus web application is deploed as a simple java standalone apprication? I would rather expect to have enterprise applications deployed on scallable application servers like Apache Tomcat at least. Any info on this would be appreciated. Thanks and regards, Alexey
Does SLA reset when a ticket is re-assigned?
What happens to a due date when a request gets re-assigned to someone else. Let's say I have a 48-hour SLA on resolution for this request and the first technician does nothing with the ticket for 46 hours. If that ticket gets assigned to a different technician, will that new technician now only have 2 hours to resolve the request? If that's the case, how do we fairly measure SLA? The first technician who failed to achieve results would likely not show a failed SLA and the one who was assigned to
Auto-populate the Assets field with the Assets associated with that service.
Hi, Ha anyone achieved doing this. When filling out a change record. I have an application/system service called BUSApplication1 setup in CMDB The BUSApplication1 runs on server1 server2 and server3 (also in CMDB/assets) When creating a change, I key BUSApplication1 into the services affected field and the assets will autopopulate with the 3 servers. It would be even better if BUSApplication1 could also filter for an environment. i.e. BUSApplication1 for the production environment would auto populate
How do I retrieve additional field value of OBO user?
Greetings! I am customizing a form/template to retrieve additional field value of user (requester/technician). I tried the instruction in the article "How to populate additional requester details in request fields using Field and Form Rules" however, this is works only for the logged on user. Is there a way to get the additional field value of user on behalf of whom the currently logon user is raising the ticket? OBO is enabled in our configuration but I noticed that the OBO field is not listed
Query for time elapsed per group
Hi, I need a report that is similar to the "Time elapsed analysis" in the request module but for all requests containing a particular word in the subject, in our case the word "utställ". It should list all the groups where the requests has been, and how long the requests has been in the groups. We also need to be able to set a date span for the report. SDP 9327, MSSQL Regards, Alexander Nordin Region Halland
Due by Date is not setting
Hi, I'm facing an issue that whenever i create a ticket in ME portal the Due by Date is not assigned automatically, i have to manually update the same. Regards, Anil
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Mobile App: Sort tickets/tasks
How do you do this within the app?
Share Gantt Chart url
Would like to have the ability to link (url) or embed a projects gantt chart as a widget within a dashboard. The view would be shared to technicians and requesters that are able to login into to SD+. Currently if you try and link the page to a widget, the html code is a mess and the link reverts to the main project detail page.
Approval Request: Removal notification
We'd like the ability to notify the approver if the approval request has been deleted/removed from the request or change.
Notify Project Owner of availability
We'd like to be able to notify Project Owners/Task Creators when an assigned technician marks leave. Would it be possible to add another notification template similar to the following but centred on Projects/Tasks:
Detecting Ci collisions (change)
On the current roadmap there is an item in design called: CHANGES Conflicts/Collision Detection Display collision/conflicts in the Change Details page when two changes have common CIs and contain overlaps in their schedules. We'd like to request the collision/conflict logic also review the 'Services Affected' field. We do not use the CMDB - few are - and therefore are not defining the specific CI in the change. Instead we highlight the service that is impacted by the change (Example: Exchange (email)
Task Comment creator variable
Is there a variable that we can add to Task comment notifications to inform people who created the comment? We can add who created the Task and who it's assigned too, but not who created the comment. Often we have several people who might be notified or actioning/comment on a Task.
[SD-68372] Copy and Paste Approval Emails doesn't work anymore
Before upgrading, we were able to copy/paste a list of emails into the approval email list of users to send approvals to. Now, if we do that, it doesn't copy in a way that functions. Is there a way for us to keep a list of email addresses to mail to and copy/paste it in to the approval email? We have to send almost every access request received to 4 users on stage 2 and 5 users on stage 3. The users are always the same users. Here's an example of what it looks like now: It used to process each user's
[SD-81249] Long messages are not displayed correctly
Good Day If I send a long respond to a request, it is not displayed correctly. In the ticket view the first long paragraph is cut off (screenshot.png). If I forward the request, you can see the full first paragraph (screenshot2.png). It would be great if coming updates could solve this behaviour. Thank you.
Autochange the status when "assign to" another technician
I created new status in In Progress List How to make autochange the status ticket, when technician "assign to" another technician.
[SDF-75226] SDP Mobile app
Any plans to bring in CHANGE APPROVALS to the mobile app. Right now, approvers are only seeing Service Request approvals.
Powershell - Find and delete users in SDP from specific OU in AD
Hi, I just wanted to give something back to the community by sharing a powershell script that solved a big issue for us. The script finds AD-users in a specific OU and then removes them from SDP. This is useful if your organization moves AD-users to a specific OU when a user leaves the organization and you want the user/requester removed from SDP. 1. Copy and paste the query from the attached .txt and run it as a query report in SDP. The query exports a list of all users in SDP so it might take
Send notification to requester when a worklog is saved
We would like to send the requester a email notification when a worklog is created on a ticket so that they know their request is being worked on. We have turned on Acknowledge requester by e-mail when the request is updated and Notify requester when a request is updated by editor but neither of these appear to create an email for any actions that I've performed. Any experiences anybody can share?
additinal status in Completed List of Requester
I create 2 another status in Completed List ( Success & Reject) I want to make Requester can change the ticket that already Quotation Resolved to ( Success & Reject). How to show the status in requester menu & how to configure it ?
Who responded to a given ticket
Dear team, Is there any way to pull from the system who was the analyst who has originally responded to a given ticket? Looking forward for your feedback. Regards, Frederico
Difficulty closing Request via Email or Bulk
Currently, our system is configured to require a phone number and an IP address to successfully close the request. This prevents me from selecting multiple tickets and closing them, and it also prevents me from closing requests via email. Please give me an example of an email that would close a ticket in such a case or point me to the documentation that covers such events. Much appreciated!
http https redirection does not work
hello when I go on http - website does not load when I go on https - website is working correctly how to do it, what would be redirection to https when logging in on http? I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001
[SOLVED] Restrict http access
Hello! How can I restrict http access? And work only through https.
Does a template replace the subject line when using Business Rules?
I am thinking of building a template to apply only for a certain automated email that our ServiceDesk gets. It has the same Subject line cadence for every email "Termination Request: USERNAME" with username being unique in each email. I have a business rule for any emailed incident that starts with "Termination Request:" and right now it routes correctly while having the subject and description intact. I would like to apply a template that also sets the priority, changes a couple other unique drop
Incident Based on SLA -Status notification through Email or sms
Hi, I would like to know for all Incidents can we configure automatic periodically Status notification (Email/Sms) should go to the requester
Requests > Default Search doesn't return open calls
Requests > Default Search doesn't return open calls. I think this started when upgrading to SDP 10.5 Build 10506. Any ideas?
[Tips & Tricks] How to schedule PM tasks based on accounting calendar ( in week format 4-4-5 )
Requirement: Create PM Task during the last day of the month. Implementation: We can use the python script using the negate option. Steps: Create a PM Task, either periodic or daily schedule. Configure the attached script in Business Rules. Sample screenshot on PM task configuration Sample screenshot on BR configuration . Note: Download the attachment and remove the .txt from the file name, unzip the attachment, move "functions.py and pmtask_repeat_monthly.py" files to [ManageEngine\ServiceDesk\integration\custom_scripts]
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