Change Workorder ID in an active system
I have been resetting the ticket number to the following format year and sequential. Example is 20191900. I am currently at Version : 9.4 Build 9423 on SQL Server 2014, I have used an SQL script for the past 3 years to change the first 4 digits of the ID to set the new year. It has worked without issue for several years, I would stop the services, run the script to inject a workorder, reboot the ServiceDesk server to restart all services. Normally the next ticket to be created would be the next in
List group for specific requester wich is a technician
Hello everyone, i need to filter group of a requester that is a technician. i want to list all support group for a the requester (technician) in a FAFR and from that list filter the group list only the group he is in. regards, Martin
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self
MAPI support update
Hello, Can someone at ManageEngine provide an update on when SDP will support the MAPI protocol for incoming email? I know this was mentioned a while ago and they said it was on the roadmap.
ServiceDesk Plus 10008 Released
Dear Users, SDP 10008 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Requests : SD-66023 : Unable to search/view a shared Request using the global search option. SD-70453 : Priority of a request is not updated as per the values set in the priority matrix if the request is created via mail. SD-68698 : Priority-based business rule does not work if the request is created by a requester who cannot set the
System Update Notifications not working
I have the Internet Connectivity error for System Update Notifications. We do not have any proxy, and I can access https://creator.zoho.com from my web browser. Please assist?
[SOLVED] Upgrade from 9425 to 9426 and 10002
Hi team! I'm trying to upgrade from 9425 to 9426 to try to upgrade to the latest version but when I've stop Manage Engine Service and open UpdateManager.bat, Java do nothing and java is not opened to select upgrade package. I had Java 8 update 191 and always working. I've tryied to downgrade to java 7 update 45 and is not working. Please I need help Thanks
CAB Approval
Is it possible to automatically approve a change when all the CAB members have recommended it?
email keywords
When a ticket is created thru email, can keywords be added to complete specific fields? IE: technician category priority
Request advanced search criteria
With version 10006 (don't know the last that worked) we don't have criterias to create an adavanced search. Is just us? Will version 10007 correct this? Thanks
Is there a way to view Cumulative permissions for roles?
Hi folks, I have many technicians (>100) with many different security requirements. Because the technicians may have multiple roles associated, I'm thinking of creating a tool that will show me the cumulative permissions (much like a resultant set of policy tool) so that I can see the cumulative effects of applying a role on a technician. My questions is: 1) Is there already a way to do this? Thanks, Adam
Report Request - Merged Tickets
We have this merge request SQL query select Workorderid "Parent Request" , (SELECT STUFF((SELECT cast(Child_woid as varchar) + char(10) FROM conversation co where conversation.Workorderid=co.Workorderid FOR XML PATH ('')), 1, 0, '')) "Merged Request" from conversation where Child_woid is not NULL AND CREATEDTIME >= <from_today> AND CREATEDTIME <= <to_today> group by Workorderid We would like to request one that shows the same information but would like to be able to run this against a specific group,
Notify Administration of Critical Requests
Is there a way to create a rule to notify members of administration (created in Organizational Roles) of cases that are submitted with a priority of "Critical" without making those users technicians in ServiceDesk Plus? (e.g. request with critical priority submitted -> notify $COO with case details in email template)
Where could be logs while updating to 9400?
Hello everyone, we're trying to update from 9326 to 10007 and got some issues. The update from 9326 to 9335 was without problems. But from 9335 to 9400 has some issues. Is stops with the error "backup failed", and we don't know why. Running the manual backup. Can you give me some hints where possible logs could be saved? We're running ServiceDesk Plus on a Windows 2008 R2 server. Thanks in advance!
Enable User Survey for Specific Sites
Hi, I want to know if there is a possibility that the Survey can only be applied/enabled to specific sites and not to all? Thanks
Notify Administration of Critical Cases
Is there a way to set up a business rule to notify members of administration when a request of Critical priority is submitted without making them a technician in ServiceDesk Plus? Example: A critical case is submitted -> notifications sent to COO (set up in Organizational Roles) with details of the case.
SDP custom menu with Zoho assist
Hi! Through the zoho assist API and the personalized menus in SDP, has someone been able to do an integration? What is the objective? When an requester generates a ticket in SDP, the technician can send an invitation to the requester for remote assistance by zoho assist
ServiceDesk Plus 10007 Released
Dear Users, SDP 10007 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-73515 : Under Admin >> Mail Server Settings >> Outgoing, an alert message will be displayed when the primary server has connectivity issues. Meanwhile, emails will be sent through the alternate mail server (if configured) until you save the mail server settings again or restart the application. Issues Fixed Vulnerability : SD-74131
ServiceDesk Plus 10004 Released
Dear Users, SDP 10004 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change: SD-74683: Specify which users (Ticket Owner, Requester, Editor, or Approval Sender) can receive system notifications on individual request approval actions. You can also disable the these notifications. Note that the Notify approver sender for approval actions option will now appear as Notify the following users when an approval action
Automatic assign call and status to 'in progress' when editing a request
Usually we get requests registered by mail. They are then unassigned and have status 'registered' in SDP. Technicians pick up calls from the unassigned calls list, look for a solution and reply to the request. Problem is that we have to assign technician and set Status to 'in progress' by hand by going to the Edit mode of the request. It would be much better when a technician picks up the call (from either the requests overview or the opened request) or when he replies to a request, the status is
Change Request: Everyone can change the ChangeApprover?
Hello, we want to create some CR Templates. Also the Change Roles should be pre-defined for each Template. So far, so fine. But when a "CR-Technician" opens the template he is able to change the Roles (ChangeApprover, LineManager, Implementer, Reviewer). This option gives the technician the possibility to change the approver to himself and then he could approve his own change.. In the Field & Form Rules I can disable almost all fields but not the Roles Fields... Is this correct? Or a bug? Or a feature?
ServiceDesk Plus 10006 Released
Dear Users, SDP 10006 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74365 : Expiry and Review Date in Solutions Configure expiry date and review date for solutions to make sure the solutions are validated and updated periodically. SDF-35631 : EWS Support Use Exchange Web Services to connect to an exchange server for mail fetching. Please refer to the below link for the steps to install the patch.
Unable to query for survey results
We recently upgraded to 9422 on Nov 3 and are unable to query for our survey results after this date. We are able to view the scores in the "Survey Results" module under the "User Survey" section in the Admin tab. We are unsure where the disconnect is, we have been using the same query to report on survey scores for some time (out of an MSSQL database - query below). select wo.WORKORDERID "Request_ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", dateadd(s,datediff(s,GETUTCDATE() ,getdate())
Delete support group
Hi I need delete old support group. From GUI WEB "Groups cannot be deleted". I followed this forum https://forums.manageengine.com/topic/delete-support-group but dosen't work. Any suggestions?
Business Rules - Prevent Repeat Triggers
Is there any way we can setup a business rule so it only triggers once, rather than on every edit. Scenario: We've got a field on our templates for Escalation (Yes/No). On the request when escalation is set to YES an email is sent to various managers, but that email is sent on every subsequent edit of the request. What we need is the email to trigger only once. We're using.... Your Version : 9.4 Build 9411
Commons Fields
Hi, Am I right in thinking you can convert an Incident Additional field to be a common field used on Service Catalog, but you can't convert a Service Catalog field into a common field used on Incidents forms> Many thanks, Lisa @Database Name = Microsoft SQL Server@ @Database Version = 10.50.1600@ @Current Build = 9415@
Disable automatic message sending
Hello, How can I disable automatic message sending for one user when creating a request? Thanks!
[Tips & Tricks] A usher to requesters
Hello folks, I hope everyone had a wonderful holiday and wish you a very happy new year! We have some exciting plans for this year and we would share those plans in the coming weeks. As you all know, we have rolled out a lot of features in the recent versions of ServiceDesk Plus, this one tiny feature "Help Text" would help requesters know more about the request fields. Let's consider this scenario, a novice logs into the helpdesk very first time and might not be aware what Priority field is for.
Auto-Fill Fields in Template According to Email
I am looking for a solution that can auto-fill in fields in a request template according to the email contents. I was looking at the Email Commands feature on SDP, but it doesn't seem to be very intuitive since I am looking to do this for clients sending in emails through the DesktopCentral agent tray icon. Those by default get converted into a ticket, but it uses a default template where the fields are empty. I am trying to figure out a solution that would convert a pre-defined template that I set
Upgrading from 10.0 Build 10000
If anyone has come across this problem and has managed to upgrade, please let me know how. I recently upgraded to 10.0 Build 10000. Help and about has the following information: Your Version : 10.0 Build 10000 Latest Version : 10.0 Build 10005 I downloaded the latest version 10.0 Build 10005 with the file name as ManageEngine_ServiceDesk_Plus_10_0_0_SP-0_5_0.ppm On running update manager I get the following error: 02-Jan-2019 08:23:56 [com.adventnet.tools.update.installer.UpdateManager] [INFO] :
Is there a way to copy Fielf & form Rules across Templates
Dear Experts, I have Question: Is there a possible way in Service Desk Plus to copy the Field and Form rules from One template to another. Scenario: Suppose i have more than 100 services and i need to add a form rule (on submit or load or create/edit). and i need the same rule in all services. is there a way to copy such filed and form rules to all serives instead of wasting time in defining the rules in each of 100 services separately.
[SDF-48997] Pausing Preventative Maintenance Tasks
Hi all, We have a large number of Preventative Maintenance Tasks that will run over the Christmas period. However, i would like to pause these if possible as I do not want them to run between 22nd December - 2nd January as our business will be closed for the festive period. Alternatively, if there is a way to pause the ServiceDesk in its entirety that would also be useful. Are they ways to achieve either of the above? Best regards, Reece
Desktop Ticker for Alerts
Team, I'd like a feature request for a desktop ticket bar inside of SDP. This would display or scroll alert messages in a bar across the top or bottom of the application. We have over 100 technicians, and I can assure you that none of them go to the home screen where the alerts are displayed. They are in the request list for the day working tickets. It would be really helpful to have a way to ensure technicians see the alerts. For example: "Application x is presently down. Please associate all
ServiceDesk Plus 10005 Released
Dear Users, SDP 10005 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed: Vulnerability: SD-73855 : Improper server/client side validation vulnerability in an asset list view URL. SD-73965 : Privilege escalation vulnerability in contracts. SD-73966 : CSRF Vulnerability in POST operation of a certain URL in Reports. SD-74036 : Remote code execution vulnerability in imported XLS under reports. SD-73858 : Improper
Technician Submit a Request as a Requester
Is it possible for a technician to submit a request using a template assigned to another support group? For example, if a technician from the software development team needs to submit a request to the software team. Currently, I'm not seeing any templates except the ones specifically for the technician's support group(s). I wouldn't expect that technician to be able to work on a request not in their group but they should be able to submit requests for other groups as if they were a requester. Thank
Field and form rules
I am one of those who is trying to build a better onboarding request, and am struggling to make it work the way that I think it should. My current question is about field and form rules. I would like it if the Job Title field is hidden until a selection is made in the Department field, and then for the Job Title field to only contain titles that are relevant to that Department. I have created a field called Information Technology that has a dropdown of various job titles I have created an On Form
Notifications When Technician Enters Request
Is there a way to prevent notifications of new requests when a technician enters in a ticket themselves or if the request is already assigned to a technician? We have several technicians and most enter in a ticket manually, either while on the phone or at the end of the day. Anytime a technician enters a ticket in manually, they will assign it to themselves. There is actually no need for EVERY request to send an email notification to all technicians, especially if that request is already being handled.
adding workflow using chart file
Dear Support, Could you please give more information about ( Adding WorkFlow chart reference file ) for Change Management PFA
API ADD_NOTE to service request failing "No Operation"
Hi, I'm currently trying to automate some repetitive tasks with triggers. I'm trying to add a note to existing service tickets once these triggers have run. But the rest API method for ADD_NOTE listed in the documentation is returning "No operation name specified in request. Invalid request." For Example in the trigger I'm building currently when a request for a New User is submitted in SDP I want a trigger to handle creating a Home Folder and adding the user to our "Domain Users" OU in AD. Once
How can a technician specify a Request Closure Code when closing a request?
I have not found a way to specify a closure code when setting a request to closed. How can I do this, e.g. add a closure code "can not be reproduced"? (I have defined them in the Settings -> Helpdesk -> Request Closure Code.) Thank you for enlightening me ;-) PS: Sorry, I posted this in the wrong category. If someone with sufficient rights moves this away from Announcements, I'll be happy. I just don't want to delete it, in case someone else wonders about the same issue.
Next Page