Solution template, use variables?
when i choose a template today in solution in a errand, i have to write my name everytime but i want that the system auto write "Best Regards - $Technician" and $technician should be changes to my name Jimmy from the system. Is this possible and how?
Import Site information using CSV
Does anyone know if you can import Site information using CSV to import the info? As I was trying to demo the product there was no option to do so, thus not allowing me to truly test the product since we have over 40 plus locations to configure. Such a tedious task. Please let me know because it does look promising.
cant start servicedesk
Hi, we are having some problems please Help me, 1-our program does not work. İ rebbot to machine and after cant start manageEngine. Attachment file a İ am wait 6 hours not work. İ try restart service doesnt work. Reboot wirtual machine doesnt work. İ try new installed virtual machine and download Service desk current version in another place installed. But i try restore dosnt work . i take old server backup file Attachment file b And i try new server restore. Stop service and run administrator command
Update from 9355 to 9400 Java OutOfMemory Heap Size Error
When trying to upgrade from 9355 to 9400 I keep getting the error Java OutOfMemory heap size. I've tried increasing the xmx specified in the UpdMgr.bat and backup.bat but this doesn't seem to have had any impact. Is there any way to workaround this problem, can I not take a backup when running this update. The VM is already backed up so worst case I can restore. I need to get our service desk updated to the latest as part of the TLS changes for Zoho integration so would appreciate any help.
Auto Refresh
Is there an autorefresh feature on the dashboard? Trying to keep requests in real time on our department monitor
Sql Query Help
Can you please help me change this query? I want to get rid of the queuedefinition.queuename='Terminations' and replace it with subject contains "Request". select b.workorderid, ataskid,btaskid from (select workorderid ,count(taskid) ataskid from workordertotaskdetails group by workorderid) a inner join (select workordertotaskdetails.workorderid, count(workordertotaskdetails.taskid) btaskid from workordertotaskdetails inner join taskdetails on taskdetails.taskid=workordertotaskdetails.taskid where
Launching advanced analytics for ServiceDesk Plus ticket history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of the latest version of Analytics Plus 3950. This release introduces out-of-the-box analytics for the following ServiceDesk Plus modules: 1. Ticket history Closely track your tickets from start to finish. Get visual clues into the number of times a ticket was reassigned, and use this information to identify bottlenecks in your ticketing process. 2. Projects Take complete control of your IT projects from planning, resource
custom report query
are update or delete query allowed?
Feature Request: Ability to create a new Request from Project
We'd like to see the ability to create a new request from the Project association tab -- similar to Change:
problem after update - "request template fetched sucesfully"
Hi, After update service desk, when I try to add new request or click on button "edit" on top of the request (should open new page to edit request details) I got error "request template fetched sucesfully" "Edit" button under request is working correctly (its unlocking fields) I try to change "Default Request" Incident Template but it doesn't help... Thanks for helping BR, Seweryn
How to notify others of tasks
Is there a way to notify requester/technician/users when a task has been completed or technician has put a comment on a task?
Rules 'Library'
I am developing a load of new Templates. For most of our Service Requests I was able to build a Default and copy it over, complete with Rules. Not so for Incidents and also for the odd Service Request that I have created from scratch. I was thinking that it might be good if I had been able to build my rules and save them to a 'Library', so I could reuse the common ones in both Service Requests and in Incidents. It would certainly make building a new Template a lot quicker; this is the bit that is
SDP: SDP does not log its actions
Hello. SDP does not log its actions. At all. All logs are empty. What could be the reason? And the solution? Sincerely. Igor Stepanenko.
Allow only logged-in approvers to take approval actions by setting Yes to Allow approval actions from logged-in users only .
What does this feature accomplish? How can non-logged in users approve a request?
Changes Tab for Requesters
How do you hide the Changes Tab from requesters?
Replace existing change manager for all uncompleted changes
Hi, is there a way to quickly replace one change manager with another one for all changes that currently do not have status completed? Thanks Michael
outgoing mail
Good morning, my name is Francisco from Panamá I installed the free Service Desk Plus up to 5 technicians and configured the outgoing SMTP mail, it tells me that it has been created successfully but when a response has been received and it has responded and then there is nothing and then the pages are closed. How can i fix this? Regards
Hide or Disable Description Field
Is it possible to disable the Description field when a specific option is selected from a drop down menu? The Description does not show in the FAFR for setup.
[Tips & Tricks] Sending an Email Notification for a Specific Template
Sometimes it’s handy to know when users might have raised a request using a specific template from the self-service portal. You might even need this notification to go to a distribution list of recipients. This post discusses a couple of easy techniques to achieve this in ManageEngine ServiceDesk Plus. At present, there is nothing available on either an Incident or Service Request Templet that would allow you to send an email notification. For this, you need to look at the Business Rule options.
Exporting/Importing database
Hi, Can you please provide a guide as to exporting all service desk data and importing into a clean build Thank you
How can I show the Changes tab to normal Requesters?
As the title says, How can I show the Changes tab to normal Requesters? I want that normal Requesters can also Raise a Change Request and not only Technicians. Thanks
Solutions -
I would like to be able to easily send a "solution" article in a reply to a request for a user to try to see if that answers their question / satisfies the request. I know a solution can be copied over to the resolution easily ... but from what I am seeing, that doesn't get sent out to the requester until the request is resolved/closed. I don't necessarily want to mark the ticket as resolved/closed until I have verification that the requester is good to go. For example - as one of my published solutions,
Failed to send notification
Hi there, I have a fresh ServiceDesk installation, configured the outgoing mail server but an error is thrown when I try to send a notification. Need help please Exception while trying to send notification for Request ID : 9 No authentication mechanisms supported by both server and client
SDP: Increasing the size of files to be embedded in a request
Hello. How can I increase the size of files to be attached to a request (up to 30 MB)? Sincerely. Igor Stepanenko.
Query Report Group changed from to
I need a query report showing the below Request ID Requester Request Status Subject Createdtime Performedby Operationtime Group Changed From Group Changed To thank You
Custom Schedule : Frequency greater than 1 hour
Hi Folks - Currently the Custom Schedules can only be executed every 1 hour(s). I need them to execute at a higher frequency, in minutes. Is this possible?
checking manage engine license
hi could some one tell me how to check my validate license and check the expire date
unable to restore DB Linux SDP 9418 java.io.IOException: invalid CRC (MAC)
I have tried to restore both a full backup, and a trimmed backup, both get this error. Source server, is Linux postgres sql Just been upgraded to SDP 9418 Recipient Server is a fresh install of SDP 9418 ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux
Service Pack
Are the service packs cumulative? I am on build 9.4.9414 and am curious if I need to install each service pack singularly or if I can just apply the newest. Thank you, CP
Resolution notes via powershell email script
Hi all, I'm trying to get a powershell script (that I've found from the script site) working as a custom trigger for certain circumstances to send an email. I've got it all up and running and working great apart from I want it to have the notes from the resolution field in the email. I can see that certain objects are populated and working as expected. I just can't seem to get that field working. For example if I tell it to include $obj.request.TECHNICIAN it includes the assigned technician in the
Creating Views with Relative Timestamps
I would like to be able to create views using relative timestamps. Example, all request this week. Something like on the dashboard, but customizable.
Help, time spend by technicians on associated with project
Hi All! Could you please help with report that will show time spend by technicians on associated with project requests grouped by project id?
Task report of all technicians
Hello, After upgrading SDP to 9.4 Build 9421 we are not able to use old reports filters. So can anyone help me with SQL query for pulling a report of task for all Technicians?
First Response Overdue status is 0 even tough it already over SLA
Dear ServiceDesk Plus team, I would like to ask how to show ticket that already over SLA time to response. If I go to report or query to database the First Response Overdue status is 0 even tough it already over SLA . I set respond time is 10 minutes, but even tough the ticket is 15 minutes without response, the first response overdue still = 0 .. Thank's in advance. Best Regards MHP
Bug in Resolved Date field
We've recently implemented auto-closing of tickets in ServiceDesk+ if they have been in Resolved status for more than 1 day. To check whether this was working correctly, I changed my view to browse the "Resolved Requests" filter I also added the "Resolved Date" column to my fields. So I was able to keep an eye on tickets that had a resolved date of the day before, and made sure they disappeared (eg: were closed off) when the time came around. I noticed one with a date of several days ago. This
Error in Android APP
I have an error with the Android APP for ServiceDesk plus. This error occurs when I try to place an attachment to any ticket, this error say: ERROR: Technician key in the request is invalid. Unable to authenticate. Please, I need your help for solve this inconvenient I use the andrid APP version 4.6; and my server is 9.3 Build 9335 Thanks and regards:
Query - Search for instances of software that includes job title
Hi, I need help improving the query I use to search for users with a particular software. I am need of it to include their job title and department. Thank you for the help! Here is what I currently use, I would like to add a "Department" and "Job Title" line as well: SELECT SystemInfo.WORKSTATIONNAME "Workstation", (SoftwareList.SOFTWARENAME) "Software_Name", MAX(swmfg.NAME) "Manufacturer", MAX(SoftwareInfo.FILEVERSION) "Version" FROM SoftwareInfo LEFT JOIN SoftwareList ON SoftwareInfo.SOFTWAREID=SoftwareList.SOFTWAREID
ManageEngine ServiceDesk Plus
Dear Support, I need to get information regarding the some point I there any integration between Log 360 tools and ServiceDesk Plus to open a ticket's ... in SDP Cloud How we are going to get the workstation? Means Does the Cloud has an agent to deployed in our Domain or there are any other Tools?
change Language for user interface
Dear Support, We are using ServiceDesk Plus V9420 with Arabic Language but still, we can see the English word. Can you please assist us to change them as it shows in the Attached file Thank you..
Survey report by group and technician
Dear Support, Can we get a report for our Survey Like this one Rating 1 Rating 2 Rating 3 Rating 4 Total Group IT Support Tech 1 2 4 1 3 10 Tech2 1 2 3 1 7 Tech3 Group Network support Tech Tech2 Tech3 Database SQL server
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