Ticket Id : #8092582 // Requester cannot add attachments
Some of our requesters cannot add attachments. They just normally click add attachment, then the choose the file, but when they click on add button, there is no action . They submit the request without any attachments. But when the technician do edit , the attachments appear , but really there are no attachments. please look at these pictures below. our version is 9.3 build# 9317
submit image on adding request api
i want to know if i can put <img> o inesrt image on adding request some like this <parameter> <name>description</name> <value>some img <img src='http:someplace.com/img/i.jpg'/> </value> </parameter>
Many Issues After Upgrade from 9307-9315 and Beyond
I have submitted a ticket (8086056). However, we have gotten limited response and our ServiceDesk is getting unusable. We successfully migrated from 9307-9315 but experienced some issues generating support files, looking at reports, and looking at our system log viewer immediately after the upgrade. We also were unable to send an email using the ##reportID## tag and new tickets are created each time. We were instructed to rename our REPORTS folder to reports.old and then restart the server. We
Issues with importing Workstations with similar names
Hello all, We are currently pushing out the 'ae_script.vbs' script via SCCM to our servers on a weekly basis to populate the asset database. We are having an issue where it seems to be skipping some of our servers as they have similar names. I found the following in the log: [10:25:53:081]|[07-25-2017]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[90]|: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME - wasp-app2.Domain - wasp-app1.Domain. I'm not sure
Associate a change to request via API
I am trying to setup a custom menu to create a change from a service request using the script found here: https://resources.manageengine.com/resources/resource/create-a-change-request-through-request-custom-triggers-python I want to make sure the change it creates is associated to the request. Is there a way to do that via the API?
Helpdesk Request could not be sent
We just integrated ServiceDesk Plus MSP (professional) with our Desktop Central MSP (registered version). We've already configured ServiceDesk Plus MSP Settings successfully in Desktop Central. When submitting a ticket from an agent station through Send Request to Help Desk on the system tray, the tickets goes to ServiceDesk Plus MSP - Request successfully but we keep on getting this error: Helpdesk Request could not be sent. Contact your administrator to verify "ServiceDesk Plus Settings". We also
Script needed to add an approver
I am attempting to get a script to add a specific email to only 1 level of approval. When looking online all the examples give multi-tier approval. I am below new when it comes to scripting so I am hoping for some help. Here is what I have so far. Custom Trigger: When Subject = Create Server for Tier 2 Run script: python approver.py $COMPLETE_JSON_FILE SETTING APPROVALS FOR DIFFERENT STAGES: { "operation": [ { "INPUT_DATA": [ { "StageOne":
Query script
I need a query script that can allow me to see the Technicians that have logged into the SD Plus Enterprise in the 1. last 5 years 2. last 3 years 3. last year Please send your response to folait@folait.co.za Regards
Auto-assigning either Tasks or requests to different groups?
This has probably been answered before, but I couldn't find it... I want to do this: Requester completes a request to process a new employee. They will always need a network ID so always create a task for the Network team. Do they need a phone? If yes auto assign a task to the Telcom Group Do they need a computer? If yes auto assign a task to the Hardware group. I know how to set the rules, but it will only allow me to auto-assign to ONE group. There must be a way to do this. I would think it's
Incident & Problem
Dears, How can we closed all associate incident when the problem closed. How can we associate the recurring incident per person to a problem management.
How to keep tickets from being auto-assigned to technicians on leave?
Our helpdesk hours are: 7:30am-4:30pm. We have a 2 hour SLA. For some reason, MESD auto-assigns tickets based on SLA ending date/time rather than ticket creation time. I was told this is by design. So if a technician is on leave today (which MESD defines as the same as the helpdesk hours), if a ticket comes in at 2:31pm, the SLA ending time is 4:31pm which is past the leave time for the day. So MESD says, "The technician is no longer on leave, I will assign them the ticket." After the ticket is assigned
Adding Requester Email to Custom Report
Dear Team, How can I add the requester Email ID column to the custom report (generated by me)? (Version (9.3 Build 9302
Reply as issue
Hello Team, I try to send reply as support group email, but requester receives an email from the main account always ex: I send a reply to nghi.vu@domain.com from admincare@domain.com But nghi.vu receives an email from itsm.mail@domain.com Support email: admincare@domain.com (already alias of main account) Main account: itsm.mail@domain.com (which configured in Incoming/Outgoing) Requester email: nghi.vu@domain.com Please help to check
Help Fetching Emails
I have hard time setting up to fetch emails, which using Office365, not google. Other support had mentioned to me below but it does not seem to fetch any emails. I followed what it says but I cannot get this to work to create any tickets. Support had mentioned to me below: If you are using office 365, please make sure the below settings are configured for the incoming and outgoing mail server settings by going to Setup-->Mail Settings-->Mail Server settings Under Incoming Mail Settings Server Name
Solutions in Request
Please explain how the solutions are selected when creating the request?
When the application is created, go to the "Solutions" tab and select the selected solutions.
How are they chosen? As for the application, by category or something like that? I want to understand how I should properly fill the knowledge base in order to make the right decisions in the request? Thank you for answer.
Response Delimiter
I would like to request that the function for listed below be changed to where we can keep to what it was before. SDF-65039: Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter. Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO. I have fought for 2 years to get people to put the ##Service Request Number## in subject of
ServiceDesk plus ver. 9317 features
Hi, I am using ServiceDesk plus ver. 9317 and want help in below points. 1. 1. How to pre-define work flow of the call in Manage engine. 2. 2. How to Manage Approval authority in single flow where approval may be from different dept. 3. 3. How to Manage Escalation Matrix which auto escalate to respective authority once the time trigger 4. 4. How to calculate time line for each dept/personal took for approval in point no:2 5. 5. Auto assigning of calls between two department
Improving ServiceDesk "Tasks"
I'm noticing that "Tasks" assigned are being forgotten because they are not combined with the incident tickets. It would be nice to have tasks and incidents on the same page (since we spend more time responding to incidents/service requests NOT tasks) so they are always at the forefront of the mind NOT out of sight out of mind. Does anyone else feel the same way? OR is there a way to set this up already? Thanks! Tim
Is there a way for requestors to acknowledge and agree that the work has been completed?
I am looking for an electronic solution within Manage Engine for our requestors to acknowledge and accept the work that has been completed per their request.
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
Alias URL
Hi, can you change the Alias URL in a config file rather than the system itself ? A
Debugging SDP Dashboard
Dear Support, I have a problem with the Dashboard diagrams. There is an option to filter the requests by "Support Group". We have a support group named "Desktop, Local Support". In the case of selecting only this group to filter the output, widgets don't refresh. In every other cases widgets refresh and show the proper output. It means I can filter any other support group or using dashboard without filter everything work fine. Is there an opportunity to troubleshoot the operation of the dashboard
Emailing an update now opens a new call
Previously if we emailed an update to an existing call to our Service Desk and put ##reference_no## in the subject line, it updated the existing call however now it is opening a new request. I assume this is a rule change but can somebody point me in the right direction, please?
How to create a custom view for the technicians
Dear all, How technician can view all ticket created by techinician - who log in to the Service Desk Plus system. (Create new custom view, filter: created by - [Me] - who currently log in to the system. Thanks
Can Display Name of Outgoing Email be sent to Technician Name?
Can the Display Name of an outgoing email [from a Request update] be set to display the name of the technician who updated the request?
export incidents
I am working with an install of ServiceDesk Plus that I inherited. It was not a very well maintained setup and you can see the evidence of a lot of trial and error has gone on. We would like to move to a fresh install. Is there any way to export current tickets to excel or another format that we could then adjust and import into the new system?
System Log
Hi, Is the System Log held within a file or the database ? We're just wondering if clearing it out would be a good ideas. Andrew
Assign a request to a support group in a round robin/load balance scheme
Hi, We have the requirement that we wish to have a request be assigned to a technician within a certain support group. This will work off a custom field we added called "Application". The support group could contain multiple technicians, so we would also like this assignment to complete in a round robin / load balancing scheme. For example, a new request comes in and the application is set to MSWord. We would like SD to get this request, have a look at the technicians in the WordProcessing support
High Importance on Email Replies
Hi, When replying/sending an email in Servicedesk, I think the option to enable high importance on the email would be of use. Cheers
Requester replies not going through to technician via email
Hi all, Info: We are running the on premise version of Service Desk Plus. Currently we are using Version 9.3 Build 9308 running on a WAMP Server 2012 R2 server. Problem: When a technician replies from their email to a user, the email gets logged in the ticket, then the user receives an email with the technicians reply (this works just fine). When a user updates a ticket or replies to a technician email, the users reply is logged in the ticket, but the technician never receives an email stating the
Archiving Failed for Workorder : #####
Upon checking our System Log I noted many Archiving failures. Build 9317, MSSQL, on Server 2008R2. Probable Cause: Violation of PRIMARY KEY constraint 'Arc_WorkOrder_PK'. Cannot insert duplicate key in object 'dbo.Arc_WorkOrder'. Please advise.
Not Seeing Desktop Central In ME Integrations
I have Desktop Central and Service Desk Plus both installed on the same server. I am trying to set up the ability for end users to right-click on the Desktop Central icon and send an email to the help desk (Service Desk Plus). The servers see each other and the API key is registered, and I am getting reports and emails from them both. User emails are not sending from the Desktop Central icon. Looking in Service Desk Plus, under ME Integrations, Desktop Central is not one of the three applications
Custom fields in my Work Log template
Good day I want to create 2 custom fields in my Work Log template. Can only one of them be displayed based on the Category selected on the New Incident page? Regards
Auto Resolution provided by System ? ?
Recently we began seeing work orders with an empty Resolutions added by System account. We have no change logs that indicate any configuration changes were made. Has anyone seen this behavior, or able to assist in troubleshooting the cause? The state of the work order remains open, and autoclose is not configured. Thanks in advance!
Need the ability to email a Request and all fields
We need the ability for certain tasks the ability to email a user or group all the fields of information including the custom fields we have created.
Locking down Request Category and Subcategory but not Item
Hello, I notice when setting up new templates that Category/Subcategory/Item are somehow interlinked - so for example I cannot hide Category and Subcategory from a requester without also hiding the Item. What I am trying to do is keep Category and Subcategory fixed leaving the requester to be able to select the Item only. How can this be done without creating a new template for every combination? Rgds SimonT.
Slowness when the Service Desk page is opened for the first time
Hi, When we first invoke the page via the browser to enter the system, we wait for a long time as in the picture below. We use Google Chrome, Internet Explorer as the browser. There is not any slowdown when we enter the system after we have opened it. This is the case only when we first invoke the page. ServiceDesk Plus Version : 9.3 Build 9311 We also tried the following method, but after a while the problem is happening again. How exactly can we solve the problem? Servicedesk service is stopped
connection dump
Dears, Is there any monitor tools to help me how many connection or user login or cashing on the system please advise BR Mahmoud Nour
Create Request numbers via exteranl system
We would like to use the service desk system to manage work from an external system. We are an insurance company and would like to use a claim number as the request number within service desk. Is it possible to have the claims system open a request with the request number as the claim number generated within that system.
Conversion of a service request to an incident
Hello, In our environment, converting a service request to an incident is very useful, in order to revert the operation, if an incident had been converted to a service request using the wrong service request template #1. However, when the service request is converted to an incident, all the tasks from the service request #1 remain in the incident. When converting the incident to a service request again, this time using the correct service request template #2, new tasks are added. So we end up with
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