Request Updating Help
I'm seeing a behavior with SD (on prem, 9.3) that is puzzling and seems rather counter intuitive. When a technician replies to an email conversation within the SD application, the "Last Updated" field is not updating. Here's an example: Is this the intended behavior? That seems utterly wrong to me. If a technician replies from within SD, that should really register as an update to the ticket. Can I change this so that a technician reply updates that field?
Experiences with Changes & Projects
Would be interested to hear how others are using the Changes & Projects add-ons. Still trying to get to grips with the role of Change vs Project and the need for both or just one or other. Any insights you can offer would be welcomed. Thanks!
Business rules criteria for service requests
It is possible to use common additional fields as criteria in the business rules for incidents, so why is this not possible in the business rules for service requests? Is there any workaround for this? Can we have a custom trigger that offers the same functionality?
Populating pick lists from an existing or custom table.
The ability to add a field which can be populated by a pulldown from a predefined list on an incident, CI or other form is a valuable one. Currently I am not able to find a way to do this without using a picklist in a template. Several use cases for this exist. In the case of department this means we need to maintain two department lists. One on the department table and another on a pick list. This is far from best practice as it duplicates work, increases the possibility of error and does not allow
9227 to 9400 - Recent Items list for Requests
We recently upgraded from version 9227 to 9400. One handy feature in 9227 was the Recent Items list for Requests. Is there any way to restore the Recent Items list in version 9400, or has it been replaced by the Recent Items button?
ServiceDesk Plus 9402 Released
Dear Users, SDP 9402 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9402: SD-70246 : Application header does not load properly if the web remote configuration fails to fetch the server name from the DNS. SD-70228 : DC tight-install in SDP is not getting started if the application is invoked as a service. SD-69920 : Unable to save any change templates after upgrading to the 9332 build. The issue occurs
what does it mean ???
hi , i make report which shows installed softwares. but some softwares instaled numers is zero please see attachment. what does it mean ? if there is no instaled software why scan it ?
AD Security Group Integration with Service Desk Plus
Is AD security Group Integration available in Manage Engine SDP 9.4 build 9400
What do you use to create your reports?
Hi!. Again, I'm very new to ServiceDesk Plus. How are you all creating your reports? I realize that it may depend on the report itself and how much data you're trying to retrieve. Are you just creating custom reports through ServiceDesk Plus or do you have another program that you use to pull data - like Crystal Reports or Business Objects? Some examples of reports that we run currently are: SLA breaches - those that have breached for Response and Resolution (by Support Group and Tech) and First
Projects
How do I go about finding out pricing and getting Projects added as a module within Service Desk Plus? Thank you.
Merge requests and email notification when closed
I have 3 tickets from 3 different users, when I merge them into 1 and close it only the primary user is noticed the ticket is closed, how do I change it so when X # of tickets are merged into 1 and closed ALL ticket owners receive email notification it was closed
Update on SD-69474
Hello, Is it possible to get an update on this issue and if there's a location I can check the status? Thanks Warren
urls in attribute fields (CMDB)
has anyone tried to add an attribute as a URL with or without variable substitution. I know there is no way to make an attribute 'clickable' and open in the browser automagically. Just wondering if anyone has tried work-a-rounds other than copying free text into a browser address field. for example, it would be nice to under a server in CMDB have an attribute that defined the web page url for monitoring of said server. a backup status url, etc - Thanks!
Prevent staff from submitting via email
In our sd+ instance we support internal and external customers. As we roll-out the self serve portal to internal staff, we'd like to prevent them from creating a requests via email. I know it's possible to prevent new requests from being created via email, but is it also possible to enable new requests from certain domains (external) at the same time?
SQL Database: Approval ID auto incremental
I am trying to manually insert approval records into the database, but I cannot figure out how to retrieve next approval ID for ApprovalDetails table (same applies to Approval_StageID). I tried following logic to get biggest number and add 1, but this doesn't work. If I will add several approvals directly inserting data to database, and then try to add through UI, it complains that this key already exists in the database. So looks like ID is getting stored somewhere, but I cannot find out where.
How many new tickets per queue / day
Hi! i have 4 lines like this, First-line, Second-line , Second-Planned-Line, Third-line All tickets sent by mail are created in firstline and then moved to other lines after that, and tickets by phone can be created in the other lines directly. And i want to know how many new tickets every line got this day. And that means that they can have been created yesterday, but moved to a new line today, so new for the line but not by createdtime stamp. So i want to now alla new och moved tickets on every
install new manageengine plus (Standard edition) for ticketing System
Plz advise what is the difference between the below two setups (installations): -Trial *30 days trail) -Free Version (never expires) : does it mean that i can have SD for free for 5 technicians for good? Please advise
Creating task with feilds from a request
Is it possible to add fields from a request into a task that is automatically created?
Updating incident additional field
Hi, I have an incident additional pickuplist field called "Branch". I renamed one of the pickup content of this field 'Abu Dhabi' to 'Abu Dhabi(11)' to indicated the code of the branch. Now, new requests created takes the new value and the old requests remain with the old value. I need to update the old requests to show the new value without causing any changes in the History. Requesting help to do this through query scripts. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@
Adding attachments to resolution
When adding and attachment to the resolution of a ticket (feature introduced recently) the email sent to the requester informing that the ticket has been closed doesn't has any attachments. Any information about this ?
Schedule Backups Failing
I'm currently using the schedule backup feature however the retain backup for 3 days is not working it is not deleting old backups so we end up running out of disk space. SDP v. 9334
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Best Database
We have been using SDP for years and have our DB on a MS SQL 2008 server. It's time to decommission that SQL Server so I have to migrate all the DB's to a new server. For SDP I have the options of SQL 2012, SQL 2016 or take a totally different approach and use PostgreSQL on the SDP server itself. I like the idea of keeping the DB local to reduce network traffic and making things easier with VM Snapshots not having to worry about keeping the SDP server and DB in sync. I am of course concerned about
Contract Status
Would like to add "Cancelled" as a Status on the Contract Module. To me, "Cancelled" is different that "Expired" as we may cancel or buy out a Contract early. At that time, we would not want a reminder notification sent. Expired would be a current contract left to lapse and should receive a notification. Is there a way to customize this?
SDP -Asset All Field Select option
Dear team, we need all fileds to be select same time in Asset page. Select all Field has to be enabled. Add "Select All column" option
Difference between helpdesk and service desk?
Can Anybody tell me. What is the Main difference between helpdesk and service desk?
how to sort by "IP address"
Hello IN assets > Printers I have many printers, almost all of them are network ones. I added to view column "IP Address" - this data is taken from SNMP but I cant sort or filter out results - why? Is it a bug? Regards Slawek
Update error message Workorder to CI not complete
Hello, I'm updating ManageEngine Service Desk Plus build version from 9.3.0-SP-0.35.0 to 9.3.0-SP-1.0.0 but I’ve an error message (in attachment) When I launch query: select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; query result is false And when I sending query: select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED';
SD pages not loading
Hello, I have upgraded SD from 9003 to 9400 in sequence and it started acting strange for example the start splash screen of manage engine doesn't show anymore anyhow managed to get it work somehow, then i have enabled "https" rebooted server and cannot login to SD anymore, it shows a blank page and prompts to download pagename.do I have attached the serverout logs and a screenshot. Thank you for help in advance.
.do download in every SDP page.
Hello, after upgrading to 9400 i have enabled https and rebooted server, but cannot access SDP pages anymore, it shows blank and download a .do file on each SDP page i try to open. Please help
Allow multiple domains in scheduled AD import
When you have a multi-domain active directory forest, you can't configure a schedule import as it only allows a single domain import to be scheduled. It would be helpful to be able to schedule more than one AD domain import... TJ
"My Open request & Open task" ? are possible?
Dear sir, We have a view, with 'My Pending request & open task'. in this case we see the all pending request, Open and Onhold... Dou you have a similiar view... like... "My Open request & Open task"? In this opcion the Onold request will be hidden. Thks mb
Requester name, mail, login in category report for last 6 months
Hi, I'm trying to create a report that queries the following items: (We're on 9.3 build 9335, MSSQL Server 2008) Requester first name Requester login name Requester email address Category is: 'BS&CP - Development & Database' or 'BS&CP / SAP' Request status is closed Request created within last 6 months Column that shows the number of requests grouped by requester (optional) I'm not very firm with SQL so any assistance will be greatly appreciated! Best regards
CMDB report
hi i need know Which program is installed on which computer ? there is one way to see but i need it in report. thank you
Manageengine SDP Client won't start after license expires
Please I need help, my license expired and I requested for a renewal, which I was sent but due to the fact that we don't work on weekends, I have tried to renew the license with the file sent but on trying to open up the portal it's not opening I have tried to restart the DB, service, SDP but still it isn't working. I need help ASAP as I have some reports to present. Thanks
SMS provider configurations
hi i'm using trial version of SDP. i am configuring desktop central to send SMS to our technicians, but when i try to send test message to see if it works it immediately shows SMS Sending failed. i kindly ask you to tell me where can i find the logs that show me where the problem is (show the process sending message so i can troubleshoot)
Queries to list incident additional field contents
Dear Manageengine team, Please guide me on how to export/print the contents of an incident additional field 'pick up' items in to an excel file. The name of the field is 'Services'. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308 Best Regards Murali
Loading requesters.
Cannot find previous requests related to Loading Requesters
Restore MySQL Data 9.3 [9335] to PGSQL 9.4 don't work
Restore MySQL Data 9.3 9335 to PGSQL 9.4 dont work Hello install SDP 9.4 on new server BackUp/Restore Connect to: [ http://localhost:8082 ] ^CSystem going to Shutdown --- received process interrupt Shutting down the JVM now! Stopping Services SLAAuditService [ STOPPED ] ..................................................................................................... root1@SDP:/opt/ManageEngine/ServiceDesk/bin$ sudo sh restoreData.sh -c /home/root1/backup_mysql_9335_fullbackup_02_14_2018_20_22_part_2.data
Translations
How do we add translations for the new Additional Fields that we create?
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