technician notification rule is not working when a new request is created
technician notification rule is not working when a new request is created, did anyone got any idea about this. our build is 9.4 Build 9416.
Some of the Technicians not available suddenly.
Hi All, I have removed one Admin user from ServiceDesk plus. After that, some other users got removed from Technicians list. While assigning the ticket I am to view the technicians. But While closing the request automatically goes to the unassigned state. Is there any options to retain back. Thanks, Vinoth.
Java tunning
Hello, Which can be the best optimal values for: wrapper.java.additional.19=-XX:PermSize, wrapper.java.additional.20=-XX:MaxPermSize, wrapper.java.initmemory and wrapper.java.maxmemory when using Windows server 2012 R2 64 bits and a 64 bit version of Java
Tasks Management - How to give technicians access to "open tasks" and "all tasks"?
How to give technicians access to "open tasks" and "all tasks"?
Service Desk Plus - Notification Rules
Hey There, I have setup the free version of service desk plus (5 technicians) I have Notification rules setup eg: Acknowledge requester by e-mail when a new request is received. They don't seem to be sending out automated replies. Is this functionality available on the free edition? Thanks Matt Also – the email settings are all working I can send and receive emails through the service desk no problems.
New Survey Report
Hello, Could I assign Survey Report to an user that isn't Admin? This report is very useful if you are able to share it with users that aren't Admin. Best regards Sebastian
SMS integration by SOAP
We are trying to integrate SMS through SOAP but we would like to know if it is possible. Thank you very much
Making reply text by technicians stand out?
Is there a way to automate, in some fashion, formatting of the text in a technicians reply? I wanted to make sure that the reply of technicians really stand out to requesters, so that it's the first thing that catches their eye in the emails that get sent to them when their ticket is updated. Maybe highlighting the text or changing the color of it, or maybe even bolding the text. The issue is that counting on technicians to do this themselves in the portal, or when replying to the assignment email,
Query Report
Hello, I would like to build a query report showing me a list of all tickets have been updated or changed, or even added a note by a Specific Technician. It would be great if you can provide me the query for this report…. SDP Version: 9414
RSS Feeds for Announcements
Hello, We have recently purchsed SDP, and have a novel idea. It would be very handy to have an RSS feed, which we could intergrate into our staff portal. So staff can instantly see announcements from SDP, without the need to go directly to the SDP Support Desk. Cheers, J @ Surrey Satellite Technology Ltd
Mandate asset field
Hi, I am looking to mandate the Asset field in an Incident Template (probably in other Templates too) but cannot seem to find it using the Hide Field in Field and Form Rules? Can anyone help?
Mandate asset field
Hi all, Has anyone found a way of mandating the asset(s) field in a ticket using a script? I currently have a window prompt to remind users to provide their PC or Laptop number but we're finding that it's being ignored. Thanks.
'Pinned' Solutions in Self Service Portal
Currently in the Self Service Portal settings, there is an area called "Popular Solutions" It would seem the function of this section is to show Solutions that have been marked as available to the Requester, and rank them based on the amount of views. The problem with the above is that if we have 30 solutions published in total, not all of these will fit on this front screen. The amount of views will also push certain solutions off the front page, and most requesters are unlikely to search the Solutions
Add dependency among Pick List Values - External Database
Hello! I have a scenario similar to this: Scenario: Creating Country-City-Support Rep dependency. When we choose Country, City field should automatically populate with available cities of that country. When we choose City, Support Rep field should automatically populate with available Support Rep in that City. But the pick list values are very big and the values are in an External Database. Is there any way to obtain this values from the External MS SQL Database and dependency? Could you help me
Capability for requestors to create a request with the choice of leasing multiple assets
Hi community, At our organization we provide our users a variety of assets to be leased (loaned) for specified amount of time, primarily to be used when they travel for work outside of the office. Current Process 1) Users fill out a Microsoft Word form with the asset(s) (iPhones, iPads, laptops, GSM phones, etc) they would like to lease, the dates and the location they are planning to be in. 2) The form is then submitted as a Word doc via email that goes into our requests queue. 3) The technician
Can we connect SCCM database And Service desk manage engine CMDB ?
Can we connect SCCM database And Service desk manage engine CMDB ?
Sharing ticket conversation update with group members
Hi All, I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it. So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation
User Survey not working
Hello, After update to 9413 our user survey not working :( User see error from attach 1.jpeg. When I try edit survey configuration I see error from attach 2.jpeg. Also I can't see survey reports. Because no data available. What I need to do to resolve this issue? Regards, Anton
Sidzi
Jak se to dělat
Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
Automatic notification to Technician for old Requests
Hi all, Please share a few points in how can we configure a feature that will send automatic notifications to Technicians when a specific time interval has passed and assigned tickets were not edited/updated. This should be active only for specific Statuses. Is this feature possible to accomplish in Servicedesk Plus? Thanks a lot for your help.
filelist.txt does not exist in the selected backup
Hello, I'm trying to migrate ServiceDesk Plus from a Win2008 R2 server to a Win 2016 server, both running 9414. The backup from the Win2008 R2 server says it has completed successfully but when trying to restore the data on the Win2016 server, I get a message saying "filelist.txt does not exist in the selected backup file." The backup folder that was created has six files part_1.data through part_6.data. I'm trying to use the part_1.data as the selected backup file. I did take another backup that
Can't import conversations
Hi All, I am trying to import tickets data into our SDP instance. I can import the requests themselves, but when I try to import the conversations, I get the errors that look like this, for all conversations: 0489001 Failed Exception while trying to populate table Notification, for the sent notification. As you can see they don’t tell much. The import fail with this error even if I import only the mandatory fields. Does anyone have any idea what I could be missing? See attached, a sample of the csv
Office 365 Certificate Issue Mail Fetch
Hi Guys, As many other people here we have an issue with the mail fetch function in Servicedesk Plus. The following error can be traced back to the logs: Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target; nested exception is: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException:
Custom Report
Hi ManageEngine I was hoping to have assistance with a report I need. I need to create a report each month for each account with the following columns; RequestID Subject Priority Request Status Requester Technician Created Time Created By Group Category Subcategory Response SLA (pass/fail) Resolution SLA (pass/fail) Your Version : 9.4 Build 9404 Thanks in advance, Adam
ServiceDesk Plus and Dashing
Good afternoon! Recently, we started to use (test) ServiceDesk Plus. We really like this system and we continue to study its possibilities and We use the OpenSource system "Dashing" and output various information. We would like to display information on various dashboards from ServiceDesk Plus. Dashing can work with api, but I can not get data or can it be better to receive data directly from PSQL? Can you help with this?
Is it possible to change task assignment based on Technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field when the technician is changed. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
Mail Fetching Not Working
I just discovered that mail fetching hasn’t been working since last Thursday. I rebooted the server twice and stopped/started mail fetching with no change. I decided to re-enter the password to make sure nothing was incorrect there. When I saved the new password, I received the error below: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. We renewed our Exchange certificate last
Mandatory Attachments
Is there a possible way to mandate attachments when creating a request? This would be a really useful function.
(HELP) - HISTORIAL SERVICE DESK PLUS
Good evening dear, About the Service Desk Plus, I need to know in which ROUTE I can find the file that records HISTORY of the changes that are made to each request in the application. Who can help me? Regards,
Self-Service Widget - New Request?
Salutations! I've been trying to configure a custom widget in the Self-Service portal to streamline creating/submitting new requests directly from the requester home page. I created and added a new widget using the URL (https://ourSD+url.com//WorkOrder.do), it looks like what I expect it to and creates a new request. The issue is the widget doesn't reload correctly. I've attached screenshots of both before and after. Is there a different way to create such a widget, or are there other predefined
Retain data when changing the Template
Hi, I have noticed that, if I enter a lot of data into a new Change form, then decide that I have used the wrong Template, for instance I may have used the default but actually my change should be Emergency, I can change the Template I am using but this wipes out all the data I have entered. I am sure that I have seen a popup somewhere asking me if I want to reuse my data, but this doesn't seem to be working at the moment. Any ideas? Thanks In Anticipation Ian
List of Rejected Request of User
Is it possible for the Approver to view the list of request that they Rejected or Approved? Or it can only be done in the Query Report?
Applications Manager/Servicedesk Plus
Is there a way to add the plasma view of our App Manager dashboard as a widget on the ServiceDesk Plus Technician Screen? Every time I attempt to do so, the widget does not load the page.
Different operational hours for different support group
Hi, We have multi support group that have different operational hours. Can you add this as feature in next release? Thanks
New survey report query 9414
For the new survey tool (which I love) is there a query to get to this information using the old report tool via SQL? The new report is behind the admin tab and I have users that want to be able to see this data themselves. There isn't a SQL option to modify or grab the query source so I can dump it into SQL Manager for example. I used to be able to mine the data and get individual results per question. Is that still possible and, if so, how. Given that I can have multiple surveys with different
ManageEngine Self Service Portal Customization
Hi all, i am looking to customize out self service portal to also include the ability to raise a new change.as well as a new request. Has anyone done something similar? Thanks in advance. Brett Jorna
Schedule time off without Backup Technician
How can I schedule time off without requiring a backup technician? I select Don't take any action on the request but "Backup Technician" still appears on the calendar during my time off.
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