New Requests by Email - Request Type not set
Request templates (for Technician and Requestors) have the [Request Type] set to 'Incident' as a default. However, when a request is raised by email, the '[Request Type]' is not set. Is there anyway of populating this field automatically when a request is raised by email? It is stopping some business rules from running when we want to close a request automatically. Any help appreciated Jon Ward UK
Survey - "User does not have sufficient privilege"
Hello, I use SD+ all day editing/submitting/resolving SRs. When I get the email concerning the survey.... "Please help us improve our service by completing this short survey....." and click the link I always get "User does not have sufficient privilege". I use Chrome as my default browser and have found Chrome to be the problem. If I copy/paste the email link into IE or FF it works fine. The "User does not have sufficient privilege" is a very odd message for a browser to return and I do not think
report of laptops
Haw can I generate report of laptops? In asset->workstation view there is option to select "workstation type" as laptop but I did not find it in reports. Thanks in advance
Default Request Missing from main menu but exists in drop down menu
Template exists from drop down menu but not in the main menu: Screen Shot of Template: Any help is appreciated. I'm scratching my head. Thanks, Steve
Roadmap suggestion for feature thats currently in Design
For the feature "Users deleted in AD will be automatically deleted in SDP (based on configuration)" I think this is a good feature however I think there is another level of configuration that would be desirable.. I would like to see this configured so a field is added to the user table where they can be marked as "Active" or "Disabled" Reasons: 1) We have to retain accounts in emails for an extended length of time after someone exits our organization. It would be nice to know the account is disabled
Mail count
Hi, We would like to know the volume of outgoing email in servicedesk plus within a period, is it possible to have that qurery. We're using MSSQL. Thanks, Jedidia A.
Field and Forms Script Help
I'm trying to get a script to work but am having a hard time with it. I created a custom field that is a drop down menu. When the user clicks on it they get the option to choose from it which password is needing reset. Based on their selection I would like for it to change the Item field to which password is needing reset. I have set up business rules that auto-assign tickets to technician groups based off the item that is being submitted. But I don't want requesters to set the item (and it's not
Purchase order Approvers
After updating to the most current version I find the majority of my requestors now have a purchase order approver role. Since we have only user authorized to approve a PO suddenly having all my users now appear in this list is to say nothing less than annoying. The only thing more annoying would be to have to edit each user individually to take away this option. see image below Please tell me this is not the only way
Unable to delete a Support Group
Hi I am unable to delete a Support Group in SD Plus - I have removed all the technicians associated to the Group but no luck - Just comes up with a message - Groups cannot be deleted. Please assist. Randall
Requester details being reset?
I just noticed something odd with SDP since updating to build 9223. Here is a brief description of what is happening: We have setup our VP's as VIP requesters with the checkbox selected to approve PO's. Today I attempted to create a PO but neither of the VP's were listed. I opened the Requester section under the Admin tab and both had the checkbox for PO Approver unchecked overnight. I have reset it back to checked, but is there a reason this might be happening?? Thanks Jason
Complex Spam Filter
Hi, Trying to set up a relatively complex spam filter . To simplify, I need to be able to apply the following rules: 1.Sender is address@domain1.com and subject contains 'Acknowledgement' 2.Sender is address@domain1.com and subject contains 'Information' 3.Sender is address@domain2.com 4. Subject contains 'Automatic Reply:' With the rules being limited to all criteria being matched or any 1 criterion being matched I don't see how this can work? If I select 'Match ALL' then emails from domain2
Requests queue by users
Hi, since we migrated from pay licence to free licence on SDP, our users cant see their new requests on the SDP portal. It's showing only the old ones But there is more requests from this users. Is this a licence limit?
Query - SQL error? (postgressql)
Hi I'm working on a query, but have hit a wall when only halfway there. Can anyone tell me please why this works: SELECT aau.FIRST_NAME AS "Requester", COUNT(*) as "Total" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID WHERE (wo.ISPARENT='1') GROUP BY "Requester" But this: SELECT aau.FIRST_NAME AS "Requester", COUNT(*) as "Total" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Talk ITSM : Free training on ServiceDesk Plus | August
A completely free, 2-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 2 parts, scheduled for the 9th, and 16th of August in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Start your service management journey About: Broad overview of the product and basic helpdesk configurations.
One more report request, time to resolve
MS SQL, build 2016 Stats for Incident Requests + Service Requests Time to resolve by technician, by year/month Resolved under 10 minutes Resolved under 30 minutes Resolved under 60 minutes Resolved over 60 minutes Total resolved Month Technician 10min 30min 60min 60+ Total Resolved This one is tricky. I had it with our last system which is my management wants it now. Help is appreciated. Thanks
Business rule not executing
Hello, We have 5 business rules, every rule is working except this one. This is the first rule that is executed. This is the rule: When i'm check the System Log this is the "info" message DataObject for Notification: <WritableDataObject> <Tables> [AaaUser, NotificationContent] </Tables> SelectQuery Object: Select columnNames=[NotificationContent.NOTIFICATIONCONTENTID, NotificationContent.NOTIFICATIONTYPE, NotificationContent.SUBJECT, NotificationContent.CONTENT, NotificationContent.ISENABLED,
Update to 9223 succeeds but leaves SDP unusable
Hello, Just wondering if there is a known issue around updating from Build 9218 to Build 9223, where-by the update works, but the interface becomes unstable. Has anything been reported as yet? If not, I will log a call. We have tried the update three times with the same outcome everytime. Cheers, Ben
setting order for display of Incident templates.
Hi - ability to sort Incident templates, would be good to move them around somehow. I can't work out how to do it, so if there is a way at present, let me know
Report for Tech Availability
Hello, Is there a report that could be generated to show the Technician Availability for the current year? We are running Version 9.2 Build 9217 with MySQL Thanks, Ralph C.
Report stats for a specific group
Would it be possible to get a report with the following: Month request resolved Technician is part of a group called "Service Desk" Want a count of FCR calls, non FCR calls, total calls resolved per technician Calls resolved from start of year to current date or from "start date" to "end date" if it's easier Sorted by Month then Technician So something like Month Tech FCR Non-FCR Total Calls Possible for a MS SQL with build 9216? Also possible to be prompted for date parameter? Thanks
Field/Form Rule Help
I have a need to take a custom date field and force that to be the duebydate I thought this might work as a "form load" option but its not working -- any assistance would be appreciated var x=$CS.getValue("WorkOrder_Fields_UDF_DATE6"); $CS.setValue("DUEBYDATE",new Date(x));
Asset CI's
When I'm in the CMDB and moving assets around the CI categories, I came across an inconsistency. Under the CI called Workstation, I created 2 sub categories called Laptop and Desktop. When I'm attempting to move the laptops into their own CI, my CI names are not listed. Did I create the categories wrong? Please see the attachment.
How to get unaudited workstation api
I want get unaudited workstation by rest api. help me. Thanks for all.
Unknown User
Hi, We have some users in with unknown user problem and these users are imported from the AD, I tried to clearing browser cache and cookies and rename the Extracted Folder under SDP-home/application option. But no luck, i have been facing this issue since after the windows updates it seems. Please kindly provide an answer as users are frustrated with this issue. Shamseer
Assets scan site import issue
There seems to be an issue with site not being set after assets scan, both using the script and the agent. The Site value is properly set in the script and manually added to the agent's registry. The xml file being generated does contain the proper site information, so it is probably an xml import based issue. I am aataching server logs, script and inercepted xml file. Hope I can finally get some help with it as I've been battling with this issue since march. Am I the only one? Thank you in advance,
Delete all requests for specific group(s)
Is it possible to delete all requests for a specific support group? Deleting 250 request per go when a group has some 10000 requests assigned to it is very laborious. Thanks.
Script to "Add New Request"
Hello everyone, I am brand new to scripting in general and am struggling quite a bit with creating a new request based on another request being submitted within Service Desk Plus. I have a New Hire Request template setup and have a few check boxes for hardware items. I've setup a Field and Form Rule for when the "Laptop" checkbox is checked to execute a script. I would like this script to create a new request based on another template. I am at an utter loss on how to create the script to fulfill
I am New to Service desk plus want to restore my old backup file
Want to restore technicians requesters and my settings back . Please help how to restore . My Version : 9.2 Build 9223 My Old Version is 9018 Is this Posible
Preventive Maintenance Tasks
Hi, I was wondering if anyone has come across a problem in Preventive Maintenance Tasks where the "Priority" field is blank and when the Task is created it doesn't pick up the Priority you want (and therefore the SLA) ? We've created an incident template we want to use for our Preventive Maintenance Tasks, Added a Priority for this and it appears fine there, but when viewed and created the Priority is incorrect when the Preventive Maintenance Task is created. Do only Task Templates work correctly
Role Permission - Linking Requests for MIs
Hi, We're working on our process for major incidents, and was hoping to use the request module more effectively to link parent and child tickets with 1 being denoted as the major incident and the other related incidents put as child requests underneath this. We have found that this causes issues because depending on where you link the requests from, you can make parent reference requests into children. We still want to progress with this approach, but wanted to limit access for users to be able
search broken - solutions and requests
We're having issues with search solutions - results are empty requests - results are partial. only a few show up. This was working fine before 9209, i applied 9213 hotfix last night and the problem still exists. Any ideas? Thanks
Change Template - On Field Change rule not working
Running Ver: 9221 Under Changes Module, 'Field and Form Rules', 'On Field Change' I set the settings as shown in the attachment and when creating a new change and it doesn't work. (Needed condition is item = xxx) I have tried many other settings in the custom script, with the defaults suggested by the program so that is not the issue. Script = $CS.setValue("TITLE","Software Update: Adobe Flash"); Let me know if there is a way to fix.
When does the Active Directory Automatic Import occur?
I have scheduled an automatic import of the Active Directory information, to occur each day, but I don't what time of the day the import is initiated. We automatically sync our Active Directory from the HR system at 5:30am and I would like to schedule the import after that, say at 6:00am. Best regards Dave
Change Management - Custom Triggers
Hi All, I am currently attempting to implement a custom trigger on Change Management to invoke a powershell script to send data externally when a change is created, and when it's workflow progresses. I have managed to get the RFC approvals down fine, however the "Edit" action does not seem to trigger as the workflow progresses. Is this by design, a bug, or am I missing something? My trigger is as follows: Change Custom trigger: - Execute when change is created and edited - Criteria is any Change
After Upgrade to 9218: SDP Notification: ERROR : Mail fetching process stopped
Hello Together, After Upgrading from 9215 to 9218, the mail fetching isn't work. Following error message: Product Name : ManageEngine ServiceDesk Plus Build No. : 9218 System Error Notification An error occured while processing email with subjectOfMail : test messageid : . Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process. Can anyone help me? BR, Rico
hidden community module
Hi, we need to hidden community module from our technician , is there any way to remove we using 9.2 Build 9218 . thank you
Unable to add new incidents
We're using version 9223. We had this problem with 9220, but thought upgrading to 9223 would hopefully fix the issue. We are no longer able to create new incidents or service catalog requests. Whenever we create a new incident, we get automatically redirected to the Requests page that lists all open requests, and the incident is not created. At the top of the page, there is a blank message window with a red X--I've included a screenshot. We've opened a ticket with support (#7455702) and nobody has
How to update head for Department use API
Please help. How to update head for Department use API ? Thanks
Status change comment & Scheduler
Is there any way to make this mandatory just when changing the status to on Hold? I know in the Self Service Portal settings you can change the setting for 'Status change comment mandatory for request' but this enables the change for all status changes.
Asset Scan Audit Behavior?
With SDP, is there no option available to Automatically remove an asset that is not scanned in X number of days? I have things appearing in the asset list that was retired long ago and are still using up an asset license. Why are these not removed after not being detected on the network or at least being move to in storage to free a license? This should be a feature in the asset scanning instead of having to spend more $ on the Asset Explorer software. Thanks Jason
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