.DAT attachments in tickets
Hi We are running version 9.3 Build 9301 I'm noticing a large number of .dat files being included as attachments in replies created from the SD portal. These show in both Outlook, and webmail - and have never been attached by the Service Desk users. Can you advise on: a) why this is happening b) what can be done to clear this Note - when composing a reply within ServiceDesk - you do NOT see these being present as attachments. Regards, Scott.
Site Selection for Roaming Users
We have users that work at different sites as we have multiple satellite offices. Is there a way to allow the user to edit the site when submitting a request in SDP?
Remove Requests list in Ticket view
My company just upgraded to ServiceDesk 10.0 Build 10009. Now when we open a ticket, we get a list of requests on the left, which is a complete waste of screen real estate. Why on earth would I want to see a list of tickets if I'm trying to focus on one individual ticket?? Is there some way to turn this off?
Are there any known issues between the asset management agent for SDP and Avaya's ACCS?
We have a third party vendor who assists us with our ACCS implementation for our call center, who says there are known incompatiblities between ManageEngine products and ACCS. Is anyone familiar with this? Thank you! Todd
On SDP 10, let us customize the left-hand pane on requests
We like the new layout of requests but would like to be able to add additional fields on the left side pane. For us, this view is used to triage tickets and to flip tickets between technicians. We'd like to be able to view the 'Assigned-To' and 'Priority' fields. Adding fields would behave like the main request list.
Slow graphical performance in IE11
Hi, Testing out SDP 10012 and the graphical performance is very slow in IE11 when browsing the requests overview/list. Works much better in Chrome and Edge but (unfortunately) we're stuck with IE11 as the default browser for all of our users due to company policies. Is there anything that can be done about this? Tried to illustrate the slowness in the attached GIF. Regards, Alexander
integration (Outlook API integration)
Dear Team, Kindly can we get more information on the Integration (Outlook API integration) what's the benefit and if there is any documents help me out the use this future
[SOLVED]cant login to restored test system
HI Ive created a new server to run as a test system (server 2012) installed the same SDP version as the production server. started the test system (works fine), stopped the system. Transferred the database to MS SQL started tested working then stopped. Restored backup from live system, chose no on the is this production dialogue box. Restore is fine. Start system, get login page with our domain and local authentication drop down as expected. Then when i try to login as local administrator i get username
[SOLVED] "Reply a request" Configuration
How to configure "Reply a request subject"? My configuration is: RE: ##$RequestId## $Title But, when I try to reply: RE: ##6229## RE: ##6229## Test Y1 Ver. 10.0 Build 10010
Not all tasks are visible
Tell me how to display all tasks in the list? As can be seen from the screenshot below, the right side (Specialist - he is the department’s manager) does not display all tasks (created by him for one specialist), although on the right side you can see many more tasks (logged in under the service desk administrator), I gave him full access (in the Roles settings), put down all the access and all the groups (in the settings of the expert), but the remaining tasks do not appear in the task list. For
Software Summary
Why would two technicians having the same roles see different numbers on the Software Summary page?
How to configure mail setting on Service Desk Plus with Office365
Hi all, I would like to configure mail setting on Service Desk Plus with Office365. It doesn't work for me by following below instruction: POP Setting: Server name: outlook.office365.com Port: 995 Encryption method: TLS SMTP Setting: Server name: smtp.office365.com Port: 587 Encryption method: STARTTLS Thanks so much for your solution. Best regards, Kimsin
[SOLVED] Request ID Number
Hello there! Request IDs are only number, but is it possible for the Request ID to start with the date? for example only at the beginning of the year 20190000001 or first year and month 2019020000001
question about solutions
1) Is it possible to link the groups of specialists or departments only to the topics they need in the solutions? That is, the department can create topics only in the topics they allow, they should not create topics in other people's topics. 2) Notification of specialists or departments by groups, created / updated / approved / rejected, only those users who are in groups (owners of topics). 3) How to maintain versions of attached documents and created titles in order to minimize duplication in
Resolution - Field and Form Rules
1. Agent obtains the user info and incident details 2. Provides a solution to the user, marks the ticket as FCR/closed 3. The agent submits the ticket but has forgotten to provide a resolution 4. The closing rules kick in and they're forced to go and edit the ticket all over again...It's a pain and causes the agent to back-off from the next caller! Is there a script that will stop the form submission should a ticket be marked as closed/resolved without a resolution?
[Tips & Tricks] New features in Solution Module, Solution Expiry and Periodic Review
We have introduced new features, Solution Expiry, and Periodic Review in the Solution module of Service Desk. These features are available from 10006 Builds of Service Desk. In IT organizations Solution articles need to be updated periodically to avoid its invalidity and improve usefulness to the end users. To achieve this, solutions can be created with Review and Expiry date functions. The solution owner will be notified periodically to review the solutions, after the review they can update the
Remove date entry from project date field
Is there a way to remove a date from a project date field? I have a user that assigned a date, but wants to remove it. He can only reschedule it. The field isn't required, but can't be emptied either. Here's an example:
Tickets can only be OnHold for x amount of time
I would like to set it that a ticket should only be able to be on hold for a maximum of 8 business hours, after which it should automatically go back to In Progress status and the timer should continue where it left off. What would be the best way to achieve this?
How to prevent deletion of tasks
Я создал группу "Инженеры" и запретил им Удаление задачи запроса. Добавил себя в эту группу. но удаление задач все еще возможно
Auto Escalate from one SLA to another SLA
Hi I need to escalate from one SLA to another after a specific time, how can this be achieved? Scenario: An incident is logged on SDP (phone/email/web form). The service desk administrator will have 30min to assign a technician. If no technician is assigned after 30min by the Service Desk administrator the ticket should automatically escalate to another SLA (eg: SLA Category C). Any advice or assistance in this regard will be appreciated. Thank you
[SOLVED] wrong encoding of file name in attach sent from SD
wrong encoding of file name in attach sent from SD originaly it was 2319С_18 Сублицензионный договор_SD 4.0_Диаполь.doc russian encoding
[SOLVED] REST API v3 Projects
Hello, I'm looking at the projects API for Servicedesk Plus. However when I try and list all projects I can only get the first 10 projects. I'm passing a input_data parameter with start_index and row_count to the request (as I do successfully with the requests API), but the server ignores that and just gives me the first 10 projects continually. A sample query is curl -H "Accept: application/vnd.manageengine.sdp.v3+json" -H "Authorization: XXXXXXXXXXXXXXXXXXX " "https://servicedesk/app/itdesk/api/v3/projects?input_data=%7B%22start_index%22%3A11%2C%22row_count%22%3A50%7D"
[SOLVED] Completed VS Resolved
Hi likely abasic question but trying to understand the different in resolved time VS completed time. When I run the report below but column group by comeplted time and not resolved time the numbers change
Service Desk and Mobile Client
Я тестирую Service Desk, У нас есть несколько вопросов и пожеланий, 1) Планируется ли полноценная локализация мобильного приложения, или это можно решить на текущий момент? Специалистам не знающим английский очень сложно. 2) будет ли фильтр по задачам как в заявках? Простым специалистам нужны только назначенные на них задачи на текущий момент, лишнего не надо. 4) можно ли делать задачи из задач? Если нет то когда будет реализовано? Т.к. руководитель назначает общую задачу на подчиненного, а подчиненный
Print preview customize and logo assets module
Hi team, Is there any way to print asset resumes where the company logo can be placed? If this functionality does not yet exist, is it contemplated within the product roadmap? Is it possible to include within the improvements the option to customize the printing of the assets? Many customers would like to see it as follows:
Change archive location
How can we change the location to which requests are archived? Currently it's C:\ManageEngine\Servicedesk\archive but would like to change auto archiving to use a different drive.
[SOLVED] Export all Requests from database
Hi, We have around 46000 requests which we need to export (to pdf or excel) with all data for future reference. Can this be achieved using Reports or is there any effective way to do this? We are using pgsql and the sdp version is 9.2 build 9238 Thanks Ahamed
[SOLVED] Cannot preview and download attachment from request when attachment's name contains non-latin characters
If the attachment in the request named in Cyrillic characters, then the preview does not work and when I try to download it, the name disappears, only the extension remains
[SOLVED] Scheduled Reports
Hello guys! Something wrong with reports at our servicedesk after a few updates. 1. We have a few daily reports, which we receive by mail (report as attachments). After some update (9415 or so) our daily reports loks like some encrypted code (=UTF-8B0J7RgtGH0LXRgiDQv9C+INGB0LQtdGG0LjQsNC70LjRgQ=== =UTF-8B0YLRgyAo0Y3RgtC+0YIg0LTQtdC90YwpLnBkZg===). But if I save and rename this file to 123.pdf, than I can open normal pdf. It`s works for Outlook and Gmail. 2. I can`t open links from this pdf. At browser
[SOLVED] Calculate using pick list
Hello, I am attempting to calculate using three different pick lists and am wondering if there is a better way to do this. The idea is to update a custom field GUDF_LONG3 using the information from GUDF_CHAR41, GUDF_CHAR42 and GUDF_CHAR43 added up together. Each of the pick lists has a value that starts with 0.0, 3.0, 5.0 and 8.0 with one exception being 1.5. These values need to be added together and input into GUDF_LONG3 which I have been able to do, by issues arise if the pick list is changed
[SOLVED] move MS SQL instance to a new server
HI Can anyone advise how i move my existing MS SQL DB to a new server. Ive seen documents for moving the application server but none for the moving of the MS SQL database. Thanks in advance Ian
Reply from Outlook (or other client) doesn't work right
Good day. Yesterday I installed the patch to 8009, hoping it would fix this workflow: Request created Technician responds by email Requestor is sent a copy of the email Email is added to request history For us, #3 hasn’t ever worked – it only performs action #4. However, after the patch yesterday, it now sends EVERY response to the administrator if the 'send reply on changes' box is checked. The requestor simply doesn't get a notification of a response, so it's fairly worthless at that point. Anyone
Tasks mandatory fields
How do we make Tasks fields mandatory? We want to have Owner mandatory, so no task is created without an Owner.
[SOLVED] API-response error
Hi, I'm writing a script to update certain fields in Windows workstation CI's. I got it working on our development server running SDP 9425 but i get an error when running it on our production server with SDP 9335. Is there a workaround to get around the error on 9335? I need the script working asap, and we haven't scheduled an update for SDP until next yer. On 9335 i get this API response: {"API":{"response":{"operation":{"result":{"message":"java.sql.SQLException: The data types ntext and nvarchar
Connecting Power BI to Postgres
Hi all, im looking to link power BI to the service desk plus database However I'm unable to find the name of the postgres database Is there a way to locate the database name and also what username to connect Thanks
[ISSUE] ServiceDesk stops receiving requests from main mailbox (after update BUILD 10010)
Hi, Since the last update we made to the platform (V. 10.0 BUILD 10011) we have had problems (second time it happens) that the reception of emails from the main mailbox (servicedesk@ourcompany.net) the emails remain in the inbox and aren't generated in servicedesk. We have tried the following: - Restart the Mail Fetching - Configure the mailbox again in servicedesk. - Test with other mailboxes. (nothing work) The only way to fix it is by restarting the full ServiceDesk platform, which isn't useful
Pending Approvals are not showing on his home page
Hello, One of our technicians is still having issue where his Pending Approvals are not showing on his home page in ServiceDesk Plus. He receives an email. There is no other technician using his email address. What can we do to fix this? I thought it would be fixed if we upgraded to version 10 but no luck. MSSQL Version 10 Build 10009
New Community Forum
I like the new design for the forum page but is there a way to show the last reply under the topic and not the original question?
[SOLVED] mysql root
Dears, I forgot mysql root password. how to change root password
Repair previous record
Hi Is there any way to repair old (closed requests) recirds from service desk? One of our clients used Location as Job Titile :( now we can'y report last year :( Best regards Maciej
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