Viewed Ticket notification
Is there a way to know when a technician viewed a request that was assigned to them? I know that in the history tab it shows activity on the request (updates, reassigned, notes, etc) but it doesn't show when the technician viewed the request. Any help is appreciated.
Large wal_archive folder
Under ManageEngine > ServiceDesk > pgsql > data > wal_archive there are 607 files (and growing!) all of roughly 16MB. The first one dates to 04/05/18 which is probably around the time I installed quite a large ServiceDesk patch, we are now up to 9.4 Build 9412. Is there a way to reduce/remove these files and prevent the issue from continually filling up disk space on the server? I am not sure what the 'wal_archive' is used for, as we just take a full backup from time to time with the backupdata.bat
Report help - Reassigned tickets
Apologies if this in an obvious question and has been asked before. I'm guessing this will require some kind of query based report. I would like be able to report on a tickets history, showing which groups it has been reassigned to along it's journey. The report would have to show tickets that have been created Last Week, and then all the times the ticket has been reassigned to another Support Group. I'm only interested in tickets that were assigned elsewhere by a particular Support Group, so
Incident Service Catalog
Hi All, We are doing a demo test for management-engine Servicedesk, the tool is awesome but, I would like to know if you guys have done a customization regarding this topic, we are discriminating our tickets as "Requirements and Incidents" I checked by my own and I found this old post and this is what we want to achieve. create a column with alphanumeric values to discriminate the ticket in the service catalog. Example: REQXXX or INCXXX https://resources.manageengine.com/topic/customization-2-6-2016
E-mail Command
When I send mail with e-mail command appear in the description, for exemple: @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ Is it possible that this text in the description is hidden and can add another? I do not see any label to add text to the description
Cannot complete child task while parent task is still not completed
Can somebody explain the rationale behind this error message I received when trying to close a child task: "Cannot complete child task while parent task is still not completed." I believe this is backwards. Child tasks should be closed before parent tasks; only when all child tasks are closed should a parent task be closed. Certainly this is the way the dependencies are displayed in the Dependencies Map: Projects are dependent on Milestones which are dependent on Parent Tasks which are dependent
Email reply request ID double up
Hi there, When replying to a ticket the request ID is added in the subject so that when they reply to it SD+ knows what ticket it belongs to. But when I reply to their reply, the request ID is added again along with the subject (which now includes the request ID) so the longer the conversation the more request IDs get added. Have we set this up incorrectly? See screenshots Cheers, Nick
Off-Hours Auto Responder?
We would like to set up an autoresponse message when support request comes in after hours. We would respond with suggestion to call our emergency support line if there request is an emergency. Is there some way to do this now? Seems like this would be a good option in the Admin area where you enter your service days/hours. Any suggestions Thanks Jerry
Users can't search solutions on the dashboard
Hello We've got a small problem.. So if a User, not a technician, tries to search the solutions on the dashboard, he'll gets an error which provides he has not enough authorities. But he can search the solutions if it's not on the dashboard... Is this behaviour on intention? How can I get those authorities for the user? Greetings
Integrate ServiceDesk Plus with ADManager Plus certificate issue
I am trying to integrate SDPlus with ADM Plus. I've entered the correct information in SDPlus General Settings - ME integration, but when I select "Test Connection and Save", I receive an error stating: DC is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file." (see attachment) How do I do that? I don't see anyplace that I can do that? Can you please send me directions?
Reminders of Resigned Technicians
Hola! is there a way for us to know the reminders set by the resigned technician? If we disable or delete the technician, the reminders might also be deleted. I want to know and if ever, we (the current technicians) can follow up the reminders that he/she sets.
ChangeOwner permissions to Edit Change - 9.4 9409
Hello, we have ServiceDesk Plus Enterprise 9.4 9409 with MSSQL.. On Changes module, we have the ChangeOwner Role who has Edit permissions on all stages. At the Close stage we need to fill a Change field of the Change details. Based on this post: https://pitstop.manageengine.com/portal/community/topic/change-permissions-not-working-9307-build , the Edit button must appear on all stages. However, the Edit button is not given when viewing the Change record or in the Change details. Thank you.
Users access management profile
Is it possible to create a profile for users access management, like create support groups, associate users to groups, set user profiles and import users from AD?
Is there a report that I can run that will find all the assests with low disk space?
I would like a report that would find all in use or in store assets that have less than 10% drive space remaining on C: drive. We are using SQL 2012 and are on version 9409
Powershell and API
Has anyone successfully written a PowerShell script that updates workstation attributes such as the asset state? Thanks
Scheduled requests
Hi! I want to print out the scheduled tasks via SQL. Which table is it? Thanks! Regards
Attachment Size limit
Hi, Is it possible to attach files greater than 10mb to a Solution and if so, how do I go about it? I'm using 8.1.0 Build 8100. Thanks, Ivan
Right to Left solution in Manageengine service desk
we have a problem in "Right to left" conversation . please help us
Custom Menu Option for Remote Control via DC Agent
We are new ServiceDesk Plus and Desktop Central customers. I'd like to add a custom menu option under Actions in the Request Details page to start a Desktop Central remote session directly to the ticket requester's computer. I have the integration between the two set up, and I know you can click on Desktop Central menu and select Remote Control but it would be oh so cool to have a custom action that would initiate a remote control session directly to ticket requester's PC. I'm not good with scripting
Additional Fields Pick List - no sortable?
I found a post from 12 years ago that you could sort the pick list of an additional field. Plus, I see in the online users guide where you can supposedly click the "arrows" to sort a pick list. I do not have arrows to sort the list...not in the actual request when creating the ticket nor when creating the additional field itself. How do I sort the values in a pick list? I created the values in the pick list in the order I want but then they all got mixed up somehow. I even prefixed the values with
Cannot merge service requests
I am unable to merge two requests - one created through the Service Catalog and one automatically created as an email request due to responding incorrectly. Here's a screenshot of the two requests I'd like to merge. and here's a picture of the error I get when trying to merge the two: Please advise Jeff
Ticket generated by email
We are currently on 9409, with MSSQL 2012 database We find that we have a lot of tickets that are generated via email by requester that are not getting associated with the user's information from AD. Or sometimes the site doesn't get generated when a ticket is created.
unable to generate scheduled report
Could you help me to know the reason for some of Scheduled Reports that get error and while generate send me notification email unable to generate scheduled report??
ServiceDesk plus - URL is not found in widgets
when i go to Self service portal customization to create a new widget and add a new url, let's say " www.google.com" it says url not found or url is wrong. when i add http or https for ex: " https://www.google.com". the page doesn't even load. What is the issue?
Auto populate fields from form in automation template
Has anyone been able to pull fields from a form in a request to populate the "Create User in AD" action? Essentially, I have a form that has the requestor fill out the needed info (first name, last name, location, etc) but I do not see a way to pull that data in the form in to the action template.
Automatic Approver
Has anyone been able to configure SDP to automatically populate an approver, when you select the Submit to Approver action within an incident?
Setting Department via API
Hello - I'm looking to set the "Department" of a request via the API. I've tried adding the department with this endpoint, sdpapi/request?OPERATION_NAME=ADD_REQUEST and the following XML <Operation> <Details> <parameter> <name>requester</name> <value>Requester</value> </parameter> <parameter> <name>subject</name> <value>Request Title</value> </parameter> <parameter> <name>description</name> <value>Body</value> </parameter> <parameter> <name>department</name> <value>DName</value> </parameter> </Details>
Adding text to Template
Hi, Is there a way for me to add text to white space areas in a Template? As an example; we currently have text in our Description field asking users to put as much detail as possible so that we can help them quickly, but I would love to be able to put this just under the field label instead. Thanks In Anticipation Ian
Help !!! i delete a project i can't recovery!!!
Dear, sir, I delete by mistake a Project... can i recovery it? best regards
Scheduled Reports
Could you help me to know the reason for some of Scheduled Reports that get error while generate send me notification email unable to generate scheduled report??
Bulk change the technician assigned to a request
Is it possible to do a bulk change of the technician assigned to a ticket and assign those tickets to a different technician in the same group?
field & form Rules
Dear Support, am trying to do same rules in the Incident template when the LEVEL is tier1 the Group and the Priority should be hidden and if the LEVEL tier2 the Group and Priority should show...PFA Please advise me
Change icon for create ticket
Dear Support, Can you please help me out the change the icon of report an issue and create a new service request.PFA
Announcement Behavior Change: Display event date and times rather than announcement date and time
Good morning, I'd like to recommend a change to the current way announcements are displayed. Presently, when you configure an announcement, you configure the duration (date and times the announcement will be displayed). That date and time is displayed on the requester home screen. For example, I'd like to announcement that we are upgrading one of our applications (called "Felix) on June 30, 2018 from 02:00 to 04:00 AM. However, in order for the announcement to display from today, June 27, 2018 until
Installing .PFX certificate
Installing .PFX certificate Hi everyone 9.4 Build 9409 production 9.4 Build 9412 tested 9.4 Build 9412 tested I am Trying to install a pfx wild cart certificate. I am following the instructions on the Installing .PFX certificate page of the help site. The page makes reference to a "<!-- SSL/TLS Connector configuration..." in the [ServiceDesk Plus Home]\conf\server.xml my file don’t contain this section for version below 9400 the file is located under [ServiceDesk Plus Home]\server\default\deploy\jbossweb-tomcat50.sar.
create new request from MS flow
I am trying to post a new request into Servicedesk pro using Microsoft Flow, does anyone have any decent examples. At least a decent example of a post that I could use to determine the best way to do this.
SDP - Technician wich can add new users (requester)
Hi how can I make a Technician who can create new users(requesters)? don't want to make him ADAdmin. I test with a ROLE option "Adding Requester" enabled and view: "All in group & Assigned to Technician [Requests and Changes only]" because don't want him to see all requests. but when I login with the technician don't see the admin tab, also cannot see the add requesters in the quick action under request menu neither. any help? thanks
ServiceDesk Plus 9412 Released
Dear Users, We are glad to announce the release of latest servicepack 9412 for ServiceDesk Plus. This servicepack includes 27 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Description Field Length
Is there any place where I can increase the visible description length? It seems that I can add a pretty long description; however, the visible description seems to be truncated, though there is enough real estate/space for a longer description to be viewed. Please see attached.
Alert Requesters Manager/"Reporting To" when Request is put in
Is there any way for a users "Reporting to" user to be notified and/or CCd on a ticket what a user emails in a ticket? I would like users managers to be notified when their employee puts in a ticket.
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