automatic timer start as ticket created
how it possible that as ticket created using business rule and assigned to technician it will start the timer for that ticket
Edge in Windows 10 duplicates attachments
Hello, We are in the process of upgrading to Windows 10 and noticed that when adding attachments they are duplicated in ServiceDesk. Can the be resolved? Thanks,
Issue sending replies
We have an issue with our instance of ManageEngine Service Desk in that replies to incidents are not being sent or recieved and are also not recorded in the incident history. Frequently users (technicians) reply to a helpdesk job and the reply window closes without error but no email is being sent to the requester or recorded in the system. They have to retype the reply and attempt numerous times before it succeeds. The issue seems to be randon - ie. it works sometimes and not others. Has anyone
Task assignments and approval dependencies
Hello, We are working on our onboarding and offboarding workflow in SDP. We are using a script to copy over parent ticket resource data to child tasks and would like tasks in the ticket to be implemented/assigned based on information entered in the ticket. The example case for this is: if a terminated employee's title is "Project Engineer" they have access to our financial system. We would want an approval request be sent to our CFO and a task to disable their financial system access be kicked off
Is it possible to export all tickets in "My Requests" to Excel?
Is it possible to export all tickets in "My Requests" to Excel?
Undelete a task
While I can see I have the ability to restore a deleted ticket, I don't seem to find anywhere that I can do this with a task. I am wondering if this is something that's available, and if not, suggest that it is something that be added.
Line breaks in API
I am using the Rest API to create tickets in service desk, but I am having trouble populating the description with line breaks. This is what I want: I want my tickets to look like this. With line breaks. And more line breaks. What I get is this: I want my tickets to look like this. With line breaks. And more line breaks. I have tried several different methods of creating them ( actual line breaks as XML usually uses, <br>, <br><br />, etc.) What is the proper method of getting line breaks in the
Machines were overwritten with new machine
We got in a new computer. We cloned the harddrive of the users old machine and put it in the new machine. This overwrote the old machines record in assets. How do I fix this and what would be the best practice? Thanks!
Requester Report
Is there a way to run a report on requesters and include any additional fields for requesters?
Add remove Column Selection on Requests
I would like to add a column for Asset. When viewing the requests I had a technician ask if we could see what assets were on all the tickets he is assigned. I think this would be a great option to add. Currently there is no option for viewing assets on the requests page for technicians.
Task Views - View All Tasks not available for standard technicians
Our standard technicians don't have the ability to view All Tasks now that we have upgraded to 9.3 Build 9317. Standard Techs have all the task views (similar to a SDAdmin), except for the All Tasks view. Is this a new 'feature' of build 9317? For us, It means that standard techs can no longer search for completed tasks that have been completed by other technicians. Thanks, Kylie
Task permissions question
Has there been a change in a recent update of SDPlus that you can only see tasks assigned in your name? We used to be able to see other people's tasks, but now it is only your own you can see, even if you create the task. As an admin I can see some but only the older ones, any new ones created I cannot see unless it is in my name. Is this a deliberate change?
Exporting "My RequestS"
Is it possible to export all the tickets I have under "My Requests" to excel?
Links in Servicedesk - CI
Hi, I have a configuration item. On this item I put on different labels. Tried to put in a label value like "http://www.google.com". Apparently it I not possible to make the hyperlink work (you need to copy/paste). Therefore, any shortcut or tricks to insert links or fileshare to a configuration item? Best regards Thomas
Customize Reports By Requester
I would like to create a report by requester that are incident related. I.E. how many times a given requester has submitted tickets that are related to Outlook. I am having a hard time finding where I can go to create this report.
Appending Description Field
Hello, Looking for a bit of advice, I've added the below script, and it pulls through the details as required, however it adds the description_to_add twice. Also, unless I this to On Create only, if the Request is Edited it adds another two lines each time it's edited. I can keep it at On Create Only if required. var existing_description_content=$CS.getDescription(); var o=$CS.getValue("WorkOrder_Fields_UDF_CHAR14"); var d=$CS.getValue("WorkOrder_Fields_UDF_CHAR15"); var c=$CS.getValue("WorkOrder_Fields_UDF_CHAR7");
Join our NYC User Conference this September 12th and 13th!
This two-day event focuses on sessions to help you get the most out of your ManageEngine software, dive deep into our various products, and learn about feature updates, best practices, trends, and integrations. But in addition to that, we'll also have plenty of time for one-on-one sessions with industry and product experts, networking, and much more. Register now. We'll give you a sneak peak of new products and features, and even look at our roadmaps for the future. On top of it all, we'll keep
Move to another server
Good morning! We tried reinstall ServiceDeskPlus on a new server but was occurred errors. Service Desk do not open in this new server after restore backup. I tried migrate with a full backup and a trimmed backup, but the same error occurs. The old server have DB MySQL, and the new server have Postgree - Is this a problem? Logs attached. Thanks.
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Test button for Messaging Templates
be nice to test a template with out saving it. and doing an action to generate the email.
Custom template with variables
Hi, We have designed a custom template that our HR department uses for our new-hire process. HR opens a ticket with the custom template and inputs all the details about the new staff member. Is it possible to use variables in the subject line that add the staff member's name to the subject of the ticket? For example if the new starter's name is Sanjeet Kumar and HR have entered this into two custom fields currently labelled "New Starter First Name" and "New Starter Last Name", can I put a variable
SLA AFFECTED BY SITE OR APPLICANT AND (%) OF AFFECTED SLA
Very good afternoon, I urgently request HELP, I need to generate a report of SLA but of sites or applicants for example show the tables of number of ticket, site, sla affected, sla failed, (%) sla affected, response times and Agent assigned to the case, please help me, my database is postgre
Customize Login Page
I am trying to modify the login screen for ServiceDesk Plus. I have followed the steps in this post: https://forums.manageengine.com/topic/customize-login-screen-add-policy-warning with the exception of modifying the .js files. I can make the changes to the html that I need to make but I'm having an issue with the login portion. Before I make changes I just wanted to test the functionality to make sure it was still working before I made modifications. The page comes up and looks like it normally
Survey reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered. Is there a way to write a MSSQL query that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
Report Request - Technician Update Summary
Hello, I would like to be able to run a report that shows a summary of a technicians work for the day, so something like the below: Technician Group # Logged # of Notes Added # of Conversations Added # of Work Logs Added Total Time Spent Is this possible? I would like to be able to change the period I'm running it for. Database Name = Microsoft SQL Server Current Build = 9311 Many thanks Lisa
How to change the site by markers in the text of the incident
hellp sorry, I do not speak good English I have zabbix and it sends me messages about anomalies. In messages there are markers about clients. How to change the site automatically for these markers. Thank you
Staying on individual request after closing.
Currently the behavior of SDP is that you are taken back to the main requests area after closing a request. This is very cumbersome as the technician has to navigate back to the closed request to mark it FCR. Is there a way to change this behavior so that after closing a request the browser stays on that individual request instead of navigating away?
SD doesn't start
Good Day All, Please assist. I'm installing a SDP for the first time on a Windows Server 2008 R2 SP1, with all the default settings etc. as per the installer. When I start the SDP service, the GUI is showing Application Layer started............ and it stays like that for hours. I've attached the log files for your reference. Thank you in advance. Kind Regards Kobus
Is there a way to send a ticket to the auto-assign pool?
If a ticket has already been assigned, is there a way to send it back to the pool to get auto-assigned? If I change the technician to "NONE", it simply unassigns the ticket and leaves it unassigned. Thank you for your help!
Report Time Spent
Hello! We want to make a report with TimeSeries Chart. My custom report: And I can`t change "Count of", there is only "Request ID" And after that I have a chart: But there is only count of worklogs on a chart on Y at month. But I need count of hours and minutes at month. How I can do that? We use POSTGRESQL and SDP 9.3 Build 9317 Thank you!
External Action Plugin
Hi, I have successfully implemented the External Action Plugin and integrated ServiceDesk with JIRA - in our UAT environment. I've looked in the JIRA.XML and JS files for a way to push the ServiceDesk RequestID to JIRA but unfortunately cannot see a way. Also, the attachments don't push through either - those which are physically attached OR those which are embedded in the description (I assume because the plugin refers to it as a textarea). Any suggestions welcome, we are hoping to go into live
ServiceDesk Plus 9318 Released
Dear Users, SDP 9318 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9318: SD-68181 : When service catalog common additional field are added as columns under the request list view, when a pickup/assign operation happens from the request list view, those visible column's common additional field information will get removed from service request which is picked up or assigned. Please refer to the below
Auto-Assign
Hi, Quick question. If a Technician is on leave and updates their status for a week to show they are on leave....will Auto-Assign avoid giving them tickets ?> In short, does Auto-Assign take into account status ? We have a few managers who have to be given full admin rights purely to manage technicians being in or out of auto-assign...which is a big risk to us. Also, if you delete a technician , and they have tickets assigned to them...what happens to the tickets ? A
Chat - Suggestions
1. Option to force every new chat to create a ticket. I don't want my technicians deciding which chats to raise a new ticket on and which to just chat and close. 2. A missed chat should raise a ticket and allow the Requester the opportunity to add more details after the time out. 3. The chat feature should tie into the ME or DC agents that have been deployed allowing the Requester to use the system tray icon. Additionally this could allow a Technician to commence a Chat with a Requester on
Auto-assign tickets after business rule
All, We've setup some business rules that will assign a cat/subcat and move them to the appropriate location queue. From there our techs will need to pickup the tickets and work on them. Is there a way to assign these tickets to our techs automatically within these site queues, using load balancing and level of effort? Thank you, Tom
Scheduled report problem
Hi, Could I get some guidance on how to fix an issue please. We have a report that we have scheduled to run. I have modified the report but the schedule will still run the old version of the report. I have already deleted and recreated the schedule several times. How do I get the schedule to use the updated report? Thank you.
Change Service category from IT to Business
Hi Is there anyway to change a Service Category from IT Service to Business Service Category or visa versa. If not I assume I need to copy the templates over to a new service category and reconstruct any additional fields. Many thanks Chris
disable configuration item
Hi, is it possible to delete default configuration items? Ie. we don't use Keyboard (asset), and a lot other asset types. When editing some of the asset types are greyed out even though there is no instances of the item. Best regards Thomas
Upgrade version from 9110 to 9311
Dear All, I'm using ServiceDesk version 9.1 Build 9110. I built a new instance with latest version: 9.3 Build 9311 Please help me, how to migrate database from old instance to new instance? Thanks you so much for you support. Regards, NAM.
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