Survey results reversed after changing the answer order.
We changed the order of our survey question answers from (reading Left-->Right) "Very Dissatisfied-->Exceptionally Satisfied" to "Exceptionally Satisfied-->Very Dissatisfied" and now our percentages are also reversed. That is, a technician getting all Exceptionally Satisfied now gets a Satisfaction level Summary of 20.0/100 when it should be 100.0/100. Is this related to the RATING field in the SurveyAnswers table? Will simply reversing the order of RATING relative to ANSVALUES fix this? SURANSID
Email Commands are just ignored when updating a request?
Hi - really excited about the possibility of email commands, but struggling to find the right configuration for updating an existing request. I can create a new request and, say, set the priority, but I can't find an email config that would then change the priority on that call, or set a category? Here's my email config And here's a sample email to update an existing request: And here's the updated request conversation: I've highlighted the unchanged Priority and Category... I've used the Request
Modification to Change Control Module
Having seen the demonstration of the new Change Control module ti lacks some functionality with respect to CFR Part 11 and Electronic Signatures. To be compliant with these FDA guidelines users should be prompted for their password when approving changes for example rather than assuming the person currently logged in is the person that the action has been assigned to. Positive authentication is required at this stage.
Option to Close without notification
Feature is absent in ServiceDesk, exists in SupportCenter.
SDP 8214: postgre 2 MSSQL restore failed
Dear colleagues, Due to postgre's real misbehaving i'm trying to convert our working evaluation DB to MSSQL.... and i failed in strange way... Can anybody suggest something? I expect this is due to localized naming chars in the DB... still it's only a guess.. C:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Migrate to free version.
Hello, Our license SDP (8215, mysql) has expired, and we want to move the all issues and configuration to the free version SDP. Please help in procedure of migration. -- Tomo
purchase notification
hello i would like to notify automatically certain users when the PO gets approved in all stages
Sync Delta changes in AD for Requesters
currently it imports all the users every time, and there is some fields that should be manually changed for technicians. unfortunately these fields are overwritten when import process take place
Automatic response email
Hi everyone I wonder if it's possible responding automatically when a email request rise with unknown parameters. For example, if a request rise, and don't enable none business rules, the system must sending a email with a message like this. "Your request can not be processed, please check your message's parameters". Thanks for your help.
Completion Date of Change
When does this default to December 1969
REST API - Can I add a worklog to a new request? Syntax?
Hello. I am using the REST API to send information from Salesforce to SDP and would like to send a single API callout to create a request, while also adding a worklog. I am using the ADD_REQUEST operation. Is this possible? If so, could someone be kind enough to help me with the syntax? I can successfully add the request, enter values for all my fields, add resolution, etc ... I just can't seem to add the worklog. Thank you.
Email Subject Changes Occasionally
We have a 100+ technician setup, and occasionally, when replying to a ticket via email, the email subject will change to a completely irrelevant ticket. ServiceDesk is still updated correctly, but the ticket ID changing is throwing users off. Any ideas how this is happening, or why this might be happening?
Preventive maintaince
I'd like to have an option in preventive maintaince, to chose due by date. By now, it's based on SLA, but I don't like to have a different SLA only for preventive maintaince, it'll be good to chose SLA medium, but accomplish that requests in 10 days Do you have my point?
Quick create - new incident to automatically assign to the logged in technician
The Quick create - new incident window in the left side of SDP makes it easy for the technician to quickly create a new incident. Only problem is that after you click on save,, you need to pick up the incident manually afterwards to assign it to yourself. It would be much better if there were an option so incidents based on The Quick create - new incident window were automatically assigned to the logged in technician. Today you can assign a specific technician in a template like Christian Jensen
LONGTODATE
I am running queries from MySQL Query Browser but it does not recognise the LONGTODATE function, where can I find this?
Assets Info not Updating
We have a daily scheduled scan to scan for changes to computers and servers but the scheduled scan doesn't appear to be changing anything. For example we have a bunch of servers that are reporting low space but when you go to the computer that has the low space warning the hard drive space is fine. And if I manually scan that server the drive space does get updated to the correct amount. Any idea why the automated scan isn't getting the correct info that a manual scan is getting? Thanks
Projects - Problems modules integration
I would like to request these two modules be integrated or 'talk' more. Currently, we are trying to replace an app being used for tracking Issues/Problems associated to a specific project. Each problem is assigned to a specific technician. In the current version of SDP, I do not see the ability to create a project and then have a list of associated/relevant Problems. The projects are longer-term in nature and require tracking issues/problems as the project progresses. I would like to request
Notification
Hi supoort, I have been upgrade my SDP from 8214 to 8215, and I cannot find notification like this Please advice. Thank you. Ali
purchase category
hello in the purchase reporting there's a field called "purchase category", where can i set it ?
Asset Explorer 1.0.15
It seems the latest version of Asset Explorer is changed Model number of the item. Before this field (Model) was filled from PO. After AE upgrade I see the following changes in the history: It's not good, you will lose very important details. As I can see, there is two similar fields: Model and Product Name. Would be nice doesn't change a Model (you can fill it from PO), but update Product Name.
Custom Report with Tech Last Update Time
Hello, I was wondering if anyone could help me out on a report. What I am trying to do is write a report that is emailed daily that shows all tickets by tech that were not updated today. My trouble is on the Last_Tech_Update column is stored as a bigint and not as date/time and I can't figure out what the conversion from "today" to that format is. Example: 12/23/2013 comes out as 1387785600000, how do you get that? Thanks, -Rob
Issue with resolving calls
Have just upgraded ServiceDesk Plus to 8.2.0 build 8215 and have noticed a bug. If you resolve a call (instead of close) and the resolution field is blank, instead of giving you an error to say that the resolution is missing, you simply get an error "FAILURE :Exception occurred while performing the operation.". It works as expected if your close the call. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
REST API filtering question
Hi, We are currently evaluation SDP and would like to use the API to integrate with our systems. One of the features we need is the ability to filter requests, rather than getting "all" requests we just want to get specific criteria, e.g. get_requests where status=open. Is this possible with v8.2 or will it be possible in v9.0?
notification: overdue request
When request is overdue need to notify requester and technician. May be with some email template..
Customisable help page for templates
I don't know if I missed this somewhere but it would be very useful if there was a help button to link to a context sensitive help page for each of the service requests. It just needs to be a simple html page with a popup window or an expanding/collapsing div. Editing I would presume would be an additional tab attached to the requester view. This would enable us to add additional information to explain certain fields and the type of information we want from the requester.
Priority descriptions need to be displayed for users
It would be nice for users to view the descriptions along with the priority and other fields that we enter on the admin side.
Requester department and allocation unassigns
Hi, We experience an issue on our instance of service desk plus where the requester department and site allocation unassigns from requesters. sometimes it does this for just one or 2 requesters at a time, other times it unassigns a larger a number of people from a specific site or department. How can we stop this from happening? thank you
Administrator Account is corrupt
In SDP+ the built-in Administrator Account has become corrupt. We had an Administrator named account in our Active Directory that overwrote the account and added domain authentication. We made sure the Administrator account in AD is no longer synchronizing, so how do we reset the admin account to the default local admin account?
Office365 - Sending notification failed
Hi, We migrated our e-mail server to Office365. We also use ManageEngine Service Desk Plus in our environment. We have multiple accounts configured in our SDP, each having different support e-mail address. So, when we reply to any request from the tool, it will go as the support e-mail address mentioned for each Account. Also, we have the users sending e-mails to the support e-mail address. The e-mails addressed to the support e-mail address is forwarded to our primary e-mail account, which is
ntegration SDP with ERP.
I wonder if there how to perform the integration between the hours of workorder appointment of the SDP for our ERP.
Understanding User Survey
Hi, I would like to understand the User Survey Option "Requests are closed". As I understand it, lets say we have keyed in 10 as the value for "Requests are closed", what will happen and who all will get the survey mails? I also noticed that there is No option to manually Trigger user surveys. The help-card underneath the User Survey option lists Manually: Trigger surveys manually when required from the 'Actions' menu in the request detailed view page in Schedule Survey section. ... Regards Prashant
Painting Group field to Incident Template - will not stay in left column
First off their are two columns available in our default template named 'Group', which is odd. When I try to paint them I seem to have painted them and the system says incident template updated successfully, but then a second later the page refreshes and group is gone. Once I finally got one of them to stay there, it would only paint to the right column and would complain it was being removed when I tried saving after moving it to the left column, then refresh with it back in the right column.
What versions of MySQL does ServiceDesk Plus 8.2+ support?
We have a production MySQL 5.5 Enterprise server and are in the process of moving all of our individual MySQL servers to it. What versions of MySQL does SDP 8.2+ support?
Outlook Add-in and API
Hi, We have been developing an add-in that uses the API to bridge the gap between a technicians email and Service Desk. Many companies have been trying out the add-in and have been very happy with the results. One thing could be better and that is if a user could be authenticated with a user name and password, the user object would then be returned from the API along with the API key and from that point we could store the key and use for other functions. The Support Center Plus API has this included
@@REQUESTTEMPLATE is not working
Gents, @@REQUESTTEMPLATE=xxx@@ is not working in email. The ticket is always created with Default template. Any another command (AddRequest, REQUESTER, TECHNICIAN, etc) is ok. Could you please check, do you have the same issue ? SDP8212.
RoboTech on x64 not recognizing License
Is there any update on when this issue will be resolved? (reference SD-50731) We purchased this license last year and have yet to be able to use it.
Requester Conversation
Hi, My company want to use "requester conversation" to keep record all the reply email. May i know : 1. How to setup? 2. How to setup the outgoing email? thank you in advance for your kindness help
PO and Asset Association
Hi, I occasionally deleted the resource in Assets which is in the format of XXXXXX-PO#XXX[x], it was associated from Purchase Order when I clicked 'Associate Assets'. The PO has been closed, but I deleted this resource by accident. And we didn't fill in the Service Tag when changed the PO status to 'Receive Items'. It supposed be reconciled with a detected workstation, however, since it was deleted and doesn't have a service tag, I can't have the PO linked with the detected workstation. Now, when
Business Rules
I have setup some business rules in SDP to auto-populate required fields when one requester creates a ticket via email. The criteria is pretty simple. If Sender is "user@domain.com", perform these actions The Business Rules is not updating the ticket. This becomes very cumbersome for Support Technicians when they have to go in and update all the fields which are always the same for this particular email address. Technician had to deal with 25 tickets from this one requester today alone and has spent
Dashboard Request Summary Report
I like the Dashboard Request Summary graph, but would like this graph using a specified date range, i.e. weekly or monthly figures over the last year? How do I create that?
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