upgrade from build 9046
Hi can someone give me the upgrade path from build 9046 to the most recent? (Yes, I know we are far behind, but trying to fix that now!!!) Thx
Connecting to ServiceDesk Plus via iPhone App
Hi I am trying to set up the iPhone/iPad app to work with our SD+ which is hosted on our LAN. I have an external Internet IP which I have assigned a domain name to. ServiceDesk Plus is configured to use SSL and certificate is install and can be verified when connected on the LAN On our firewall we have configured NAT to direct https requests from the Internet IP to our local LAN IP I have configured the correct domain name using SSL on the iPhone app I followed the guide in scenario 1 here All I
Technician assigning
Hi Is there any way I can prevent the technicians from changing the status to ON HOLD or reply to the requester without picking up the ticket. Thanks & regards Murali
custom query postgres
Hi, I'm trying to extract the number of times than particular words apper in the Subject attribut, I wrote this query: SELECT to_char(to_timestamp(wo.createdtime/ 1000) AT TIME ZONE 'UTC-1', 'YYYY-MM-dd') as "Created date",count(*) as "Count" FROM workorder wo WHERE wo.title LIKE '%lent%' and wo.title like '%easy%' or wo.title LIKE '%blocc%' and wo.title like '%easy%' or wo.title LIKE '%rallent%' and wo.title like '%easy%' group by to_char(to_timestamp(wo.createdtime/ 1000) AT
Work Log Description
Is there a way to require a work log description entry before closing a ticket. Right now work log is required to close but that only requires a time spent value be entered and not a description
Does auto close only work if RequestType = Service Request?
I am having a hard time getting Resolved tickets to auto close after a day of being resolved. Does it only work if Request Type = Service Request? If so how do you autoclose Incidents? Also, is there any way to auto close existing Resolved tickets in bulk?
Custom trigger for catergorizing requests
Good Day I would like to create a custom trigger when an email comes to the service desk that it automatically categorizes the request by the use of a keyword in the subject of the email. I hope you can help. Thanks
SLA start after approve in service request
Hi, In my organization approval process time is very long. I need to configure service request that assign or start SLA after approve request. What should I do? Do you have any suggestions? Thanks
How to add contact field to Quick incident?
Any possible way? Can i totally change this quick form or replace for custom?
Tickets view rights - All their department requests
Hi Appreciate if you could help me to make a permanent setting to make the default request view rights of any NEW requester as "All their department requests". Now it is "own requests only". Thanks & Regards Murali +971 50 6424099
Mail Server Settings Stopped
Hi, Can you help me please with the mail Server Settings, it has stopped 2 days. I save the settings and appear the message: SUCCESS :E-mail settings saved successfully. Connection check with the mail server successful. Then I started it but immediately stopped it Service Desk plus Version : 9.3 Build 9300
Survey Rule
I would like a feature to prevent surveys from being sent to a technician if they are also the requester on the same ticket.
Users replying to SDP tickets with alternative email addresses
For reference, we have Process emails received from new email addresses ? set to no. Today, we have a new user who was set up with one email address in SDP (and is used to match the big Active Directory we authorize against), but sends their email through an alternate address (i.e. user@domain.com vs user@exchange.domain.com). I added the 2nd email address as a secondary email in the requester's attribute, but replies from the user still don't appear in SDP correctly. Is there any scenario where
Additional features For Roles for Technicians
For adding requesters to Service Desk, we manually add them from Active Directory. This Process is currently done by me, using the SDAdmin Role. I am in the process of assigning rights to 2 members of my IT Operations team, each in different locations. I want them to assist in the import of freshly created AD users to Service Desk, I tried to assign them the SDSiteAdmin role, but it does not have available to manually import from AD to create the Requesters. I would like this feature to be added
Unable to Delete a site
When Deleting sites I get the following error message. "WARNING :Site cannot be deleted as it is being used by a module." But I never get any indication of what module is in use for a site. Would be good to know what modules are still being used be a site so as a user I can try to fix the issue. I have seen on the forums the SQL scripts to run in order to break the relationships \ clear the usage however as a customer I shouldn't have to run SQL statements in order to delete a simple site.. Seems
Report to Capture Work Log Details
Can you send me the SQL query to generate this report: - Request ID - Subject - Description - Status - Created Date - Resolved Date - Work Log Details under the Tasks Tab - Owner - Time Taken - Start Time - End Time - Description where I can put in the value for a custom field called "Project" Thanks. Build version: 8.2.0 Build 8217 Database: MSSQL
Restore to new build not working
Hi, I have built a new VM to host a new install of SD+ and want to restore the configuration and data. I've tried downloading the original version I installed on the old server, updated it to the same version as the old server and tried to restore from the backup I took yesterday. The backup appears ok but is in two parts. Is that normal? When I try to restore the data and config from the backup files, I get a dialouge box that asks if I am restoring the data in production build. I answer yes
Support Groups - Autoassign based in Mail ID
I cannot get the autoassign to Support Group to work when email is sent to an alias email id. In Exchange 2010 - Mailbox with a default email of ITHELP@domain.com - added an alias of DEVELOPMENT@domain.com to the ITHELP mailbox In Service Desk Plus 9.3 Build 9307 - Admin...Org Details...Mail Server Settings - i've added DEVELOPMENT@domain.com as an alias to fetch. I've stopped/started fetching - Admin...Users...Support Groups - i've created a group DEVELOPMENT and entered DEVELOPMENT@domain.com
Awaiting Approval Tickets & Previously Approved Requests
Team, Have three specific features which we get asked numerous times. Below are the details. 1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where
Showing last login date in Asset Management
Dear Colleagues, Under the Assets Module in Servicedesk plus, it would very smart to list to group the last logins in hierarchical order depending on last login(Last use) Kind regards, Seruken
Need report for total laptop and desktop where asset state is "IN USE"
Dear Support, I have a report that generates all laptop and desktop present in Asset category, I need to specify only in use computers for the report SELECT CASE WHEN (compDefLaptop.ISLAPTOP IS NULL) THEN 'Desktop' ELSE 'Laptop' END AS "Type", COUNT(workstation.WORKSTATIONNAME) "Number" FROM SystemInfo workstation LEFT JOIN Resources res ON workstation.WORKSTATIONID=res.RESOURCEID LEFT JOIN ComponentDefinition product ON res.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentDefinitionLaptop
Barcode Scanning in App
Reading through the responses to prior requests for bar codes to be added to SDP, it seems that it was planned for bar code scanning to be available through the Android/iPhone apps. Is this still on the horizon with the bar code feature implemented in SDP? It is critical that I have a way to easily move items from in storage to in use, and back, as well as audit by my inventory via bar code scanning. Without some sort of integration with bar code scanning, the bar code feature isn't very useful.
Asset scan does not find apps installed on Windows 10 computers
After performing the inventory scan you can see which desktop applications are installed. That is fine. However we are missing the UWP apps installed from the Windows Store. All apps, including the UWP apps, can be found on your computer when you run the shell:appsfolder command. Is my scan set up wrong or is servicedesk plus not able to see these apps yet? Regards, Henning Beck.
Automatically close ticket/incident if ticket open for long period on-hold?
Hi I've configured a custom status of "Awaiting Response from User" which stops the timer until they respond by email or by self-service. We have a large number of users who will never respond despite prompting. Is there a way we can automatically close/resolve a ticket if this status remains for say 14 days with no response? Thanks
Sub Category Search
In relation to search functionality for categories. When closing a request currently you need to select a primary category and then a sub category. Is it possible to set manageEngine so that when you click into sub categories it shows all sub categories and automatically sets the primary depending on sub category selected.
Requester replying to closed ticket is not working properly
Hi there, we have some problems with closed tickets in Self-Service Portal Settings we have "When the requester replies through E-mail / Portal to the closed requests. Perform the following: Create as a new request." But requester is still able to re-open the closed ticket ! What did we wrong? thanks alessandro
Can I import team members (technicians from AD?)
Hi, As above! Can we only import requestors?? TIA
Publicly Accessible Solutions Issue
So, A while back I was helped here showing that if you replaced the .do with .sd in the solutions as the below examples show. Private: http://domain.com/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=8 Public: http://domain.com/sd/AddSolution.sd?submitaction=viewsolution&fromListView=true&solutionID=8 Here's where it all falls to pot. if I click any link from there, like another category for instance, the link still puts a do in which would have to manually be replaced with
After the upgrade to version 3011, the service does not start
After the upgrade to version 3011, the service does not start startout.log - " Wed Jun 14 09:30:35 MSK 2017 : requestScheme is http "
Ample wasted space when viewing requests
Would it be possible to change the view/layout when viewing tickets/requests/problems etc? The basic layout (ticket subject and body) do appear front and center but all the other details (Type, Dates, status, tech, sla, etc etc, seem to be wasted all crowded at the bottom of the screen (after scrolling). I think it would be more effective if there were a sidebar with all these details. This way all the information is on one screen, at a glance. I'd even settle for something that looked kind of
Move request from one site to another even with limited access
Hi Team! I know how site-restriction works in ServiceDesk but wanna start this thread and hopefully I can get a smart "script-guru" to help me out with this. Background: A ServiceDesk installation. That ServiceDesk installation have multiple sites. That ServiceDesk installation have multiple techs in multiple sites. That ServiceDesk installation have multiple support groups in multiple sites where they have techs. Scenario: Site 1 - One tech is working in site one. Site Stockholm. This tech has
Notification Rules for Shared Technician and Requester
I've successfully shared a request with a Technician but the technician doesn't receive any notifications to when a reply has been appended to a request. Can we have this functionality implemented so Shared Technicians and Requesters can see any notifications via email?
PPM Installation Failed - After Upgrade to 9311
Hi All I've come across an issue after an upgrade to 9311. When I try and run the run.bat file I get PPM Installation Failed. Any solutions to this issue which don't involve a restore? Thanks
Cant delete requests or assets
Hi, I’ve set up a new testserver with a backup from another server. The server is working fine, but I am not able to delete requests or assets. When I delete a request It gets moved to the trash, and when I delete the same request from the trash I get “Requests deleted successfully”, but the request is still existing in the trash. When deleting an asset I get an error “FAILURE :Problem while deleting workstations. Please report the problem to the system administrator. Support file will have the
Dynamic Field visability on saved request
Hi, Is there any way of not showing all the dynamic fields from the form in the Request Details section on a logged call if not relevant/an answer was not selected: See attached example Many thanks, Lisa Your Version : 9.2 Build 9236
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module.
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module. SDP Database: PGSQL SDP Version with current build number: 9.0 (Build 9027)
Autoassign ticket based on email sent To:
ServiceDesk Plus monitors an Exchange mailbox with a default address of HELP@domain.com I've added an email alias of DEV@domain.com to the HELP@domain.com mailbox I'd like all tickets sent to HELP@domain.com to be assigned to HELP support group I'd like all tickets sent to DEV@domain.com to be assigned to DEV support group. I've created a business rule definition looking for the criteria of To: IS "DEV@domain.com", then perform the action of Place in group "DEV" This does not seem to work.
UpdateManager problem
Hi I would like to upgarde from ServiceDesk Plus Standard build 9205 with ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm I got error like in the print screen 2.png when I use UpdateManager GUI (UpdateManager.bat) What should I do? At the same time later I will want to perform upgrade from ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm to ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_11_0.ppm
SDP crash in browser after certain time since upgrade to 9309
Since we upgraded to SDP 9.3 build 9309 some users are reporting they get signed out of SDP after a while. They basically get an error message and when they click Ok they get sent to the login page and have to re-login. Is anyone else experiencing this behavior? It seems to be dependant on the browser you are using since Chrome seems to work ok but IE and firefox gives the error. In chrome I got the following error: I wasn't able to access the site until I cleared the cache or open an incognito tab.
Take ownership of custom reports and scheduled report
Hi Support When your dev team will fix issue with this old issue related of missing functionality to view/take ownership of custom reports created by other user and scheduled reports. There are many situations when admin must to edit them because somebody left the company and e-mail in report is not valid, somebody is on annual leave, left company... etc. I reported this problem over year ago and many other people complain about lack of this feature. I can't believe that adding another option to
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