Remove Mandatory Field Requirement on Incidents Created by Email
We just updated our SDP from 9414 to 10020. In the old version our ticket manager was able to assign unassigned tickets created by email to a technician or group. On the new version when they try to assign the ticket they get a screen saying mandatory fields cannot be empty. The ticket manager doesn't have time to fill out all of those fields before assigning it to a technician. That is part of the technician's job. As a work around for now I have turned off mandatory for those fields but they need
Local Authentication
Where do I find the local admin account for administering MEServicedesk? I adopted the program form a previous employee and am unsure how he configured it. Thanks Josh
Hide Asset entry field from Requester view of template
Can we hide this field from requester view? We still want ti retain in technician's view form incident/request template Ideally by default to all to avoid editing each single template of all. (We are OK to hide from all by default include technician's view.
VIP and service request approvals
Hi, Most of our service request templates require approvals (workflow) from $ReportingTo . What we don't want is our VIP's having to get approvals from the CEO. They have enough authority to request without approvals and I don't want to get fired by annoying the CEO. anyway to achieve VIP's not requiring approvals?
Is there any way of updating existing requestors as VIP's via an import
Hi team I have 25000 requestors. I would like to mark about 100 of them as VIP's. Is there a way of attaching the VIP flag via an import? As a side note, is there also a way of removing the VIP flag using a script? Regards Roger
Service Desk Plus REST API - '&' Character causes errors when used in category name
Hi everyone, I have been at this issue for a while and I am yet to find a solution. Our system is set up where one of the CATEGORY options is "Email & Phone". However, If I attempt to make a ADD or EDIT Request with that as the CATEGORY name I am given an error. I was using JSON as a format so I tried JSON specific escape characters which did not fix it. I also tried XML as a format and used "&" to replace "&" but I still received an error. Any help would be much appreciated.
Email Commands: Outlook Forms fields parsing to Servicedesk Request fields?
I see that Servicedesk plus supports Email Commands parses fields in content, sets the same at the request's fields, is there a way to submit these in form based in outlook and once this is fetched by servicedesk it creates requests with fields based off the form fields in the mail content?
Query to understand the first handling
Hello, I need to create a report that gives me the first move of a ticket. My need arises from understanding how tickets are assigned in my department. What I need is to understand who moved the ticket and what it did. In the history of the request there is all the trace but I don't know how to get it out in a report. Could you kindly help me with a query? I'd like to be able to make a report. thanks a lot
Prevent user from re-opening a ticket after x days
We have Allow requesters to reopen their own requests? set to YES because we want users to be able to re-open for a predetermined period of time, but not cases that are over a week or 2 old. We also have When the requester replies through E-mail / Portal to the closed requests. Perform the following: set to Reopen the same request within 7 days from closed time. Else, create as a new request. however, users can still go to the portal and re-open cases months or even a year old. How can we prevent
unable to upgrade to 10.5
I recently upgraded to 10.0 without issues. I took another backup but when I try to upgrade to 10.5 it always reverts. I am not using Postgresql but in the log I keep seeing Upgrading PostgreSQL Completed extracting 15% Completed [|] [-] Error occured while migrating postgres database. My database is MSSQL. is there a way to get it to ignore Postgresql. I have been using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Linux.ppm when attempting to do the upgrade OS: Ubuntu
Migrate 9044 to 10501
Good afternoon! We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs. Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 14-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic- "Service request: Employee Onboarding simplified" which will be conducted on the following date : 14-05-19 ( we are locking down this post for time being and will be available for discussion on 14th ) Reference link : https://pitstop.manageengine.com/portal/community/topic/masterclass-%E2%80%93-servicedesk-plus-online-training-series-starts-may-14th
Update 10.5 - ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form
Trying to update to 10.5 and get the following error during pre-check. ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form Currently running 10.0 Build 10012. I'm using SSL with a pfx file.
Requester account created for typos and users that don't exist
We have the setting for allow dynamic user addition set to No. But, if you misspell a name or enter a name not in the requester list and submit the ticket, it creates a requester record for that user. User in the requester list.
Enabling "On Behalf Of User"
We were trying to enable the "On Behalf Of User" option by using the below query. update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD'; We received the below message: Msg 208, Level 16, State 1, Line 1 Invalid object name 'globalconfig'. Any ideas?
Can't update says start and stop server one time
Can't update says start and stop server one time before running update. I have started the server and stopped it 3 times, rebooted the server, and even manually went into services and stopped each service and then started again but when I try to update still get the same message that I need to start and stop the server one time before updating. Anyone else have this issue? i'm updating to the latest version. I was at 9.4 and updated to 10.0 and now trying to go to latest service pack.
Expand All on Conversation
Hi, We're working on the newish version (10007), and some feedback from my technicians is that it would be helpful to have an Expand/Collapse All button in the new Conversation section so that they don't have to click onto each Note to expand it and so can read through the history of the call quickly. What's the thoughts on that?
SDF-44024
Hi all, there is a news about SDF-44024? Thanks a lot, Davide
Beginner help with Powershell and RestMethod API calls
My main goal with this is to be able to add a new request (which I've already tested successfully) and then add a reply to it. So far I'm having trouble with the reply part. In digging through the API v3, it doesn't appear that there is a reply function (and I don't think that Update Request is the appropriate one unless I'm mistaken) built into v3, so I think I'll have to use V1. However I'm not quite sure how to. Here's the code I have, which I think is a mash of V1 and V3: $ApiKey = "My key goes
Auto attach and resolve
Hi everyone, I'm struggling a bit with the automation. The staff that we support are not very "self-supportive" and are not expected to benefit from Self Service links. What I'm looking to do instead is when they create a work order for something that can be done themselves that it's automatically resolved with an attachment. Is this possible?
[SDF-51074] Task Template: Site
We're trying to use more task templates to speed up request delivery but ran into this 'issue' when building them. Why is it not possible to create a template and assign it to group within a particular Site? The Groups/Techs behave the same as Custom Triggers where available Technicians are only from the 'Not Associated to any Site' group. Why not make all sites available so we can preconfigure the appropriate Group or Technician from the actual Sites we work in?
SSO / Pass Thru not working
I have no idea why. Everything appears to be set up properly. Pass Thru account was created successfully, I get "success" messages when enabling, but when I visit the page, I get an NTLM failed message and am forced to sign in. When signing in, I can use my domain credentials to successfully sign in. I see some "Access Denied" errors in the logs, but I have no idea what access has been denied, the logs are not very clear. I've zipped up the logs folder and am attaching them here. This is the
Adding notes to report
Hi I would like to add a column for notes to the below report. Running postgres sql. Thanks SELECT aau.FIRST_NAME AS "Requester", aau.FIRST_NAME AS "Requester", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician", wotodesc.FULLDESCRIPTION AS "Description", longtodate(wos.LAST_TECH_UPDATE) AS "Last Update Time", wos.ISOVERDUE AS "Overdue Status" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Technician Availability
Question about this item on the Roadmap: Ability for the technician to mark online / offline which will be helpful to assign requests / tasks One of the challenges we have is determining what's on everyone's plate. We use a combination of an Agile Whiteboard, Project Tasks, Requests, and email to try and manage work. We plan on rolling out the Technician Availability chart this summer to eliminate a few other time tracking tools and hope to eliminate the whiteboard as well. The goal being to have
Technician availability report
Dear ME Team, First thanks all of you to support, I want to know how i can generate report as "Technician availability report", Like, who's absent or available or backuptech, all these information i required in this report, please guide me to have this.
Task assignment and technician availability
It seems the assignment of a task does not reference the technician availability chart. Please let me know if this can be added to the product roadmap.
REST API to search Ticket
Hello Everyone, I am planning to integrate our tool with ServiceDesk through REST API. To do that I need to search ServiceDesk for specific Ticket based on some search criteria. If not found open new Ticket page with few details populated. Is something like this possible? Which is the API to search Ticket? How can I open new ticket page with few details populated? Thanks
Assigning calls to online technicians only.
Hi So we have a helpdesk of 4 people who work a shift rota as per below: 7am-3pm 9am-5pm 10am-6pm 2pm-8pm An example of what I am looking to do is below: From 7am to 9am I need the system to only assign calls to 1 person who is online and started at 7 From 9am to 10am I need the system to only assign calls to 2 people ( 1 that started at 7am and 1 that started at 9am) The issue is that when Auto assign is on, it assigns calls to all 4 technicians even though 2 of those are not in the office. Is this
I can't open the service and I can't upgrade the version
I have the build 9336. When I start the service after a few seconds, the service stops... And also the other problem that I have is when I'm upgrading the build I need to confirm the upgrade. When the upgrade finishes, I start the service, after log in I have a problem and I can't use it. Please, I need to know how can I resolve the problem because I need to upgrade the version with my data. I start to upgrade the version in the build 9007
ServiceDesk Plus startup issue post 10500 build upgrade
Hello users, As you maybe aware that Java Runtime Environment (JRE) has been upgraded to the build 1.8 in ServiceDesk Plus 10500 build. So far, we have had handful of users reporting startup issue post 10500 successful upgrade and most of the cases found to occur as the application tries to start using JRE 1.7. This occurs due to environmental restrictions with renaming the folders. In case if you are facing start-up issues post 10500 build successful upgrade and happened to find the below traces
ServiceDesk Plus Won't Start After Upgrade
Hello, I just updated my ServiceDesk from 10.0 Build 10000 to 10.5 Build 10501 and now it fails to start. If I use the Run.bat I get the attached error message. Hoping someone can help.
"Request does not fall under your permitted scope" --
Hi, Is there any way to disable this message. I'm simply assigning the ticket to another group within the same site. This message only comes up when I assign the ticket via this method The ticket does get assigned but the tech will have to press browser back button then refresh the view. Not great. Does not happen when I assign the ticket from the requester details form. Thanks
Prevent editing the requester
Is there a way other than FAFR, to prevent technicians from modifying the requester on a request? i would have thought unchecking “Edit Requester” on the roles would accomplish that. But that is not the case in build 10020.
How to dynamically populate Change Management role?
Hi - I have set up our Change Management roles to prevent the Change Requester from having edit permissions on the Close stage, and I created a new role called "Change Closer" to fulfill the role solely of closing changes. The idea is that this person must be different from the Change Requester. However, I cannot seem to dynamically populate it when the Change ticket is submitted. Ideally, I'd like to open the form and based on whichever user is in the Change Requester field, choose one of their
Solution acknowledgement
Hello, Is there a way to have users acknowledge whether a solution worked for them or not as part of a resolution? Ideally, if they say no, it appends a note to the ticket stating that the attempted solution failed and the ticket requires additional troubleshooting.
Email to ticket with template
Hi, I'm looking for a requirement where in I will send an email to servicedesk@comany.com and the subject will contain the word "Phone" when this email reaches the SDP can it lookup the subject and associate the template by the name Phone and create ticket with mandatory fields filled as per the template? is this possible?
( SDF-49935 ) Project Gantt View: Ability to view Milestone tasks
Minor enhancement request for the ability to view and edit Milestone tasks after clicking on a Milestone from within the Gantt view. Currently when you click on the Milestone on the left sidebar, the Milestone details open but the list of associated tasks is not shown (Task tab).
[SD-77879] Unpicked Request Notification and Assign Technician Only After Approval
Hi Everyone, I have a question about how two features in ServiceDesk Plus interact. I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved. We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the
Please sort survey responses by Response Date DESCENDING
We heavily use the survey response feature in SDP. However, whenever we go to Admin > Survey Reports, the responses sorted by Response Date ASCENDING by default. Can you please change this to DESCENDING so we're not having to click the Next button 500 times or having to constantly select a Start/End date? Thanks!
SSL Certification install for Https portal SDP 10012
Hello Team, can you please help me with guide line how to install put ssl certificate on servicedesk portal so that we access our public service desk portal through Https link, build 10012. please guide me, Thanks Regards, Subrata Pradhan
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