ITSM/ITIL and Request Types
Folks, We are trying to encorporate our SDLC into SDP+. I'm wondering if anyone else has done this. We would like to, in some way, separate enhancement/feature requests from support requests, but we aren't sure of the best place to make that separation. Do other people use Category/Subcategory/Item to make this distinction? What about using an entirely different request type (e.g. Incident, Service, Enhancement)? Should we leave it as a service request type and put it on hold we we track SDLC through
ServiceDesk Plus and AlwaysOn SQL Availability groups
Good Afternoon, Does ServiceDesk Plus support MS SQL AlwaysOn Availability groups? We are wanting to set it up on a MS SQL AlwaysOn Cluster. Also if we enable ServiceDesk Plus failover, does this support MS SQL AlwaysOn as well? Thank you!
Ability for a Request ticket to link to predefined Form or external template?
Hi Guys, We have certain templates within our business that have to be filled in for new starters or new equipment etc. Is there a way within a servicedesk request template to link to a specific form / external template? So basically a line manager can request access to our "New starter template" on sharepoint or another location via the self service portal or request form. This template covers access to company applications / email set up / telephony etc. Once these have been created by our technicians
Error during Backup
I got this error while backup. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native Method) at java.io.FileInputStream.read(Unknown
Is it possible to edit the Add Requester form?
Hi, Just wondering if its possible to edit the form to allow me add the address of a requester? Thanks
Request does not fall under permitted scope. So you are not authorized to update the same.
Hi, We created a new IT Service Request which we are getting a few problems with : 1) Request is raised by a technician in Team A , the name field is filled with the Requester. 2) The Request is set to go to another Support Team B - It is not visible for requester as we dont want them to see it. 3) The Request errors when submitted but still raised (Has no mode data) 4) Technician in Team A cannot view the request, mainly as they dont have access to Team B's support group presumably. Can ITSRs be
SD+ LogIn troubles
Hi, After reinstal SD+ I have problems with LogIn. Default administrator/administrator account isn't working, as well as guest acconut. I tried to switch my Google Chrome language to English, tried LogIn in IE. Then, connected to DataBase, tried to reset the administrator account by following instructions on the link: https://www.manageengine.com/products/service-desk/faq-admin-modules.html#AdminUser13 . My version is 9.3, db is postgresql . Log: ________________________________________________________________________
Custom view to filter problems by support group?
Is it possible to have a custom view to show only the problems related to a specific support group?
Auto Assign Tasks
How the SDP system can auto assign tasks to technicians once a task is completed? Please advice.
Blank resolution when you create a request manually
Hello to all, after upgrade to 9039, we have experienced a bug with manual request creation. When we create a new request manually from Request Catalog -> New Incident, SDP creates a blank resolution also (technician doesn't create manually). After some tests, we can see in Chrome Browser (on the rest of browsers SDP doesn't show anything) the following text in resolution: <br /> Could you give us a solution for this issue? Thanks in advance
Here we go again, need to clean out "bad" sites
I searched, and followed all procedures listed here: https://forums.manageengine.com/topic/delete-site-13-3-2014 It removed about 5 of the 21 sites we need to clean out. We want to delete these sites because we don't need them and having them around is causing the "Site" field to show up and causing confusion. I ran a report of all CMDB objects and their sites. Nothing that is actually visible still has a site association. It looks like the site associations are all from old objects that were
Reports to Dashboards
How do I go about converting an existing report into a dashboard widget? Also am i able to generate a report graph by itself and exclude the date without needing to manually remove the data?
Resource Fields No Longer Automatically Populate with Field and Form Rules
I have lots of resource fields that would auto-populate the values of a multicheckbox when a service catalog request is created. After upgrading to version 9309, none of the resource field values are being populated. Here is the code I'm using: $CS.setValue("RES_3036_QUS_2429",["App 1", "App 2", "App 3", "App 4"]); Any help is greatly appreciated since this affects our new employee onboarding process.
Bell problem
Hi, after upgrade the Bell notification dosent work. 9.3 Build 9310 Port NIO 8081 work find. Then Execute the query below on the reports tab ->New query report and check whether the param value is true for Dynamic notifications select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%'; This is OK and ENABLE Gracias Leandro
Incident Closing Rules
I was wondering whether there is a way to create Incident Closing rules as well. the option is there for Requests and Tasks, but not for incidents. Is there maybe a script that we can create/do via a trigger? We need to enforce certain checks before a call (Incident/Request/Tasks) can be closed. For Example Worklog. Regards Albe
How to redirect the requesters to the request list view after submitting a request?
Hello, How can we redirect the requesters to the request list view after submitting a request? I tried the following rule "on form submit" but it does not work: if($CS.isFormSubmit()){ parent.window.location="/WOListView.do"; } Best regards, Demetrius
which process can be don parallely in ITIL
Hi Dears i want to implement whole itil framework. therefor i want to know which process can be done simultaneity. and which process is per-requirement for another one. do you have any guide about this. best regards i will appreciate your help in advanced. best regards
Pick up request removed support group
When a technician picks up a request that is unassigned or is part of another support group that he is not a member of, the support group is removed from that request. Is this normal behavior? If so, is it possible to request a configuration change that would switch the support group to the one that the technician picking up the request is in? If the technician is in multiple support group could he get a pop-up asking him to choose which group he would like the request to go in but still assigned
Workaround for multiple approves for a Change?
Hello Team, I would like to know if there is a possible solution or a workaround for having multiple change approves for a change request? Thanks and appreciate your response. Sash
Using a custom template as the default incident template
Hi support, I've looked around and cant find an answer to this. I've created a new template and I'd like to use it as the default. Is there any way to do that? Thanks in advance
Resolution Tab Default to Resolution not Solutions
We recently upgraded to the latest version and I notice that when you click on the resolution tab in a ticket now it defaults to the solutions instead of where you can type the resolution. How can we change this to default to the resolution?
Blank Resolution
This was supposed to be fixed in v9106 but it seems the issue is reoccuring again. https://forums.manageengine.com/topic/blank-resolution-when-you-create-a-request-manually Users are able to close tickets because the default template contains a blank resolution which is automatically added when a ticket is created.
Feature Request: Project fields dynamic editing
Feature Request to enable more fields in the Project tasks/milestone window to be dynamically editable. Also the ability to change the Task creation to behave similar to MS Project -- quickly add rows of tasks without having to open new task windows. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Date Field Widgets not working after upgrade to version 9309
Hi we are having problems with the date fields after the upgrade. Nothing happens if you click on the date widget - no error message at all.
Can"t access configuration item types after 9311 upgrade
Can"t access configuration item types after 9311 upgrade. Anybody knows what they can be
Auto fill technician as change owner
Is there a way to automatically fill the username of whoever is entering in a change/request/problem into a field? I would like this done as the form is created. Example: If i'm entering a ticket as a technician, I want my name as the Change Owner automatically.
Request View Dropdown
Is there a way to adjust this in any way we have several of these options we never use. In addition we are attempting to create a new one but there are no options in the filters for tasks? Am i missing something possibly?
Contracts - Date error when importing xls
Hi, I get an error when trying to import an .xls-file into the contracts module. I read in another thread that the cells that holds the information about the dates needs to be formatted correctly for the import to work, and i've tried formatting the cells but i still get the error. SDP 9305, MSSQL 1) Date parsing error : Unparseable date: "2012.12.31" 2701,TeliaSonera 4058679,Maintenance,,TeliaSonera,,,,2010.01.01,2012.12.31,0.0,,,,, 2) Date parsing error : Unparseable date: "2013.03.31" 901,Dell
is it posible to get the data from service desk to my own website?
I'm trying to connect to the database so i ca use the information on my own website. Is this possible or not?
IE and dropped request replies or failed add request submissions by users
We have been having users experiencing these issues, to try another browser other than IE, and these symptoms went away for them. We have had this issue for a while now, we just updated last night to 9310, but I am here asking if there were any specific IE fixes put in place regarding the failed add request submission? They requests just go nowhere when the users click submit. You can try again, and get both results, successful, and unsuccessful by just attempting to add another ticket. Its hit or
Custom menu to add specific ticket view?
I'd like to know if it is possible to create a customized menu that will allow us to display a customized view (customfilter) of tickets Request Type = Incident Request Group = Service Delivery Sortby Priority If so, how can we accomplish this? Thanks, Adam
HTML tags in subject
Hello, I have a problem. When request mark as completed user receive message with "<body> <div> <p> </p> </div> </body>" tags in subject. How I can fix this issue? Regards, Anton
Attached Documents to Assets
I would like to see a date uploaded column to the documents I upload to the assets. This lets me know when this was accomplished.
Error in update servicepack
Hello, good morning everyone
My name is André Ferreira
I am trying to perform the installation of the new service pack but it is displaying the following error:
You are trying to apply the patch over upgrade failed setup. Hence this patch can not be applied. Please contact Support for further assistance. And when trying to start the system it returns me the following error:
PPM Installation failed. Please contact the support team.
Failed to start the server. Please refer logs for more details
However
Processing requests from unattended emails
Xerox copiers can be set to send alerts to a specific email address, when supplies are low, completely out and when there is a problem with the units. Is there a way to script the way ServiceDesk Plus handles this requests, and also to prevent SD+ to send a reply to them, since the machines do not allow the receipt of emails? I would like to stop the system, from doing anything else when the email from the Xerox machine arrives. I also thought of going into the helpdesk customizer section of the
SLA By Group
Hi everyone, Can i create an SLA by group? I have more than one group on the same Site, Application, SAP and Infrastructure and need SLA per group. It's possible? I just got SLA through SITE, but that does not solve my problem. And creating rules is a big problem because we use the same category to work on the servers, applications work on the same server than as infrastructure and SAP. anyone can help me? Thanks alot!
Email Commands
Is it possible, through email commands, to create a service request rather than an incident request ticket?
Add Column for Attachments to see what tickets have attachments
I would like to Add Column for Attachments to see what tickets have attachments attached to them.
Field & Forms Rules
I have a rule set for on field change, it shows some fields after the user has made a selection but it is not working properly. After the user makes the selection the fields do not show until the user refreshes the page. Do I need to add a script as well to do an auto-refresh and if so does anyone have an example. Thanks,
there are open tasks, no close/resulted the request. how?
We could control that a request doesn´t change result o close if there are open task. The idea is avoided the user change to "result" (or close), whitout close all tasks. How could you do it?
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