Email assigned technician when request is closed
We're using SDP 8015. Sometimes we will ask other technicians to take a look at a ticket, but we won't necessarily assign the ticket--it's more of a "four eyes are better than two" kind of thing. Is it possible to send an email to the assigned technician when the request is closed by another technician? I saw the notification rule for sending an email when a ticket is closed--but it seems to go to everybody--we just want to send an email to the assigned technician. Thanks!
Can't log in as admin
1. Installed 2. Connected with AD 3. Forgot to set admin 4. Can't log as admin - no configuration allowed :( Pls help
Migration from BMC, Frontrange to Service Desk Plus
Hi there, Is it possible to migrate from the above mentioned? Kindly revert soon as I am evaluating these softwares; Cheers,
migrate just 'Requester' and 'Technician' data from one DB to another
Hi All, Currently I use SD+ v6 with SQL Server 2000. I want to migrate to the SD+ v7.6 with SQL Server 2005. How I can backup and restore just 'Requester' and 'Technician' data from old DB to the new one?? this migration process will left old ticket data in old DB (sql 2000) and starting with new ticket data in a new DB (sql 2005) but with the same Requester and Technician detail. Thanks. -Tamam-
Error in updating assets
Hi, When adding assets to workstation in IT Asset manually it gives an error "java.lang.Exception: Product Type Not compatible".help me out from this
Updating SDP Agents and Remote Control without Active Directory
We dont have any installation of Active Directory and Workgroup etc. We have deployed SDP with agents. Since the environment does not have an Active Directory installation, any updates to the agents is not possible without physical visit to the client. Also any installation of fonts etc is not currently possible without a physical visit. All the users in our environment are mainly using the account with Administrative privileges to login locally and use the PCs (either built in administrator account
Printer Report
Hi all, Is there a way I can have a report of all printers and maybe include name and possible for details? Thanks Martin
Problem modifying SITE Field
Ok, i want the normal user have the posibility to select the SITE Field so i can know were he is reporting the problem. I go to REQUEST TEMPLATE-->DEFAULT TEMPLATE--> on the REQUESTER TAB i can´t edit SITE to allow the user to select this option or to make it mandatory. Thanks in advance
change notification URL access
Hi, When I send a notification about a change to someone who is 'only' a requester they cannot access the URL that is embedded in the message like http://sdp:80/ChangeDetails.cc?CHANGEID=204 is it possible for a requester to look at the change in a readonly form (just like a cab member when he is asked for approval) ? Kr, Ronald
how to open service request with a requester from Service Desk plus?
Hi Folks, I hope you all will be going great. How to open service request with a requester from Service Desk plus? Regards, Shah Hussain
Category in SDP 8016
Hi, business rule only work if you've created it in the default site, i've tried it under a specific site and didn't work. any clue?
SLA Report with Restablishment time
I have a new challenge for the Report Gurus: I need a SLA report that calculates something I called "Restablishment Time" ('Executed Time'+'Time spent at first WorkLog entry') and to sum at the end a technician-entry called "Unavailability Time" that will be used for availability calculation (% in month). The report should be something like this: Request ID | Priority | Created Time | Executed Time | Restablishment Time | Resolved Time | Unavailability Time (in min) | Time taken to respond (hh:mm)
Probelm with new-emails
Hello, I had problem with SDP and new e-mail caming from clients. Problem was quite strange because answer from clinet wasn't added to existing case, but it created new case - and important - thne number of that case was already used earlier (so that "new" case had been created earlier adn was about different problem). Can you fix that? One thing that we could do was restarting SPD, and now it's ok, but that situation can replay.
8016 Hotfix Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the enhancement done in this hotfix ( 8016 ) release. SDP-40726: Requester can able to select the Service Request Approvers, while raising the Service Request. And by default the approver field will be moved out of the SR templates. And if required, this field can be dragged and moved into the SR templates. By default users who are
Service desk login domain list
dears, when the AD authentication is enabled on service desk plus. when you try to login to the system. before typing your user name : the drop down menu will show list by all domains that is available to the system. but when you start typing the username. the drop down list will only contain the domains which you have imported requester from. I need the login page to show only domains which i have imported users from as requester. is it doable.
Scheduled Backup fails occasionally
I would like some help to figure out why the backup fails occasionally. Build is 8015, but this has happened in the past with 8013 and 8010 I believe. Database is MySQL My backup configuration is as follows: \\FileServer01\ManageEngine\ServiceDesk\backup Just a database backup, no file attachments. Error is as follows: java.io.IOException: The specified network name is no longer available at java.io.FileOutputStream.write(Native Method) at java.util.zip.ZipOutputStream.writeInt(Unknown
AD imported requester Details not populatuing on new request
I have imported the users into SDPLUS from AD However I have a couple of users that although they are in the system as a requester with all thier details ie: e-mail address telephone number when i try to log a request for these few users thier details are not populated in the request details ( including thier e-mail address ) as such no notification are being sent to the user can you advise ?
Customizable Dashboard
It would be a nice feature (esp. for technicians) to be able to customize the dashboard. The real estate on the page is valuable. I would like to see a version of the My Requests Summary for Unassigned Requests. I do not find the PO Summary very useful, this could be easily run as a housekeeping report. The option to choose what you see in each 'block' of the dashboard is a better way forward than a direct change. Keep up the good work.
Custom scheduled report needed
Hi, We recently upgraded from ServiceDesk+ version 6 to version 8.0.0 Build 8009, running on MSSQL. A scheduled report we used to run now no longer works properly as formatting has changed. Would you be able to supply the SQL for the following, please? Report The purpose of this report is to show if we have met one of our KPIs - the time taken between a new request being created, and the request being assigned to a technician. For all requests created in the previous quarter, we need: RequestID;
Dasboard in SDP
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Site automation equipment allocation
Dear How can we ensure that machines are discovered by the SD automatically assigned to a site? For us ideally to take the site with the AD container name. You can check if this is feasible. Jose
Email Commands and Forwarding
Not sure if this is the correct area or not but it was really the only one that was even close to what I want. I was wondering if anyone has ever tried what I am proposing. We have alot of users that email technicians directly instead of going through our helpdesk and I was wondering if there was an easy way to for those technicians to forward that email to our service desk email account so it will create work orders? We've had some success with this with some editing such as changing the @@Requester=User
Business Rules
I have encountered an issue today where business rules have disappeared for me in the admin section. The tab is still there but it shows no business rules. But if I select organize business rules they do show up there. I noticed after the fact that this was not just limited to the business rules tab. But also effected Requesters,Technicians and any other tab that had similar created items within it. Was able to see them but only after deleting my account and re-adding.
whitespaces in additional fields aliases
Hi. I have a problem adding requests via REST API. Some additional fields aliases contain whitespaces in their names. Can I somehow refer directly to field name, for example: UDF_CHAR16 Thank you in advance
Service Desk Plus IP scan
Good afternoon I have service desk plus configured to make a rage ip scan with a certain credentials and when I scan the network I am getting ip addresses that are not in use to the list of scanned machines (see image above), is there any way to configure this to just scan and add machines that respond or are alive? Thanks in advance and Best Regards nice work Jorge
Report Help - Custom Report - Request ID field
Hello, I'm creating a custom report and need the option of "Request ID" in the Group ID field: Here’s the settings I have: Advanced Matrix Report - Column Grouping o Columns: Executed Time o Date Formate: Day - Group By o Technician o Group o Request ID - Summarize Column By o Sum o Time Elapsed - Date Filter o Executed Time During Last week - Advanced Filtering o Technician is <List of selected Tech Names> What I need is the next Group By option of Request ID that’s highlighted above. I I’d like
Assets
We have been using ServiceDesk Plus for about a month now and this problem has happened twice. While working on the assets and getting them all assigned to the correct departments all of a sudden they all get changed to the same department. The only thing I can think of that I did just before this happened was that I removed an unused site.
Limit of Request - Additional Fields
Dear all, It is possible to configure SDP to have more than the 24 Additional Text field ? Best Regards.
Incidents not uploading correctly
Hi we have been using servicedesk for quite a while now so our sql db is old and large (3.8gb). At times we notice slowness issues when updating fields and logging onto pages. But the main reason for logging this job is because we have an issue when people are filling out a incident. We have about 5 custom incident templates. When users enter information into them and click save sometimes the 'loading' bar slowly progresses but it seems to go into a loop where nothing happens. The user loses all
Does ServiceDesk Plus
Hi I am new these products and org, I downloaded the ServiceDesk Plus product and tried out. I was looking for customizable a user defined forms with standard data types (Integer, String, Timestamp & etc.,). Was expecting web service integration , but it has external integration using restful API (very much impressed). Does these custom forms have import/export capabilities? we work with COTS tool like remedy for our customers, So just gone thru portal/product. It
Invalid link for change control approvals
Everyonce in a while when clicking on link to approve a change control by users get the following message. Can anyone tell me what it means and what can be done to correct it. Currently running 8.0.0 8008 Invalid Key : Key could have been changed manually or would have been an old one. A mail with the updated key would have been sent to you
Customize the Reply to Request Template to inlude the Name and Phone number of Technician
We have unique situation in which our Business Analysts use SDPLUS to work with tickets we assign. Right now my reply to template incorporates a few lines with info on how to contact our Help desk. I already have the $technician parameter in there which fills in the name. What I would like to know is if there is another parameter to include the phone number withing the Technicians SDPLUS profile? This way whomever replies to a ticket, an Analyst, a Helpdesk Tech, or a manager it will include the
Servlet API not pulling out category..
Hi, I have my own form I am making in SDP with the Servlet API SDP provides. All of my form fields work properly and get created into the ticket EXCEPT the Service Category whose parameter in Servlet API is "category" I cannot figure out why the automated process is not working for category perhaps this is a bug on your end as my code is the same for all fields and seems to work just fine with other fields except the "category" parameter. I have provided an example from my code. When ticket is created
Mandatory field (Group) on Incident form not being retained when entered
When creating a new incident request and the Group field (which is mandatory) is completed, when the Add Request button is pressed, it displays 'Group cannot be empty. Please enter the required fields'. The second time it's entered, there's no problem - could you advise please? Thanks
Deleting default reports
Hi, is there a way to delete default reports (and not only the ones I created). ServiceDesk Plus v8. Best reagrds.
mass email
Is there a way from either a technician login or admin login to send an email to every requester? I'm looking for a way to send out notifications to helpdesk users that the system is going down to upgrade. Such an option exist?
Transfer Servicedesk test environment to production
Question: I am working in a test instance of Servicedesk, testing a reimplementation of our entire global Servicedesk structure. I'd like your thoughts on the best way to approach switching the new implementation to live production instance. My test environment is a 'snapshot' of the production environment but obviously there will be a whole bunch of live requests that are not processing into my test snapshot whilst I test and re-implement settings etc. I consider the changes required for re-implementation
Notification rule not working properly (SDP)
Hi, We are useing Servicedesk Plus (7.6.0 Build 7611) from fast one year. Till now was working fine. Now we have issue in notification rule. We have enabled send email notifification (to selected technician)when new request is created. This is working for some time and some time not. Even if the ticket is updated we (technician) use to get the email alert but not now. Could someone advice me on this please. Regards, Ashok
Can't restore data (SDP 7608)
I have setup test server (Server B) and restore data from production server (Server A) but I can't restore and I found an error message like this: Active DB Server = mssql Database connectionProp : null Database started java.lang.Exception: backup-info.xml not found : C:\ManageEngine\ServiceDesk\bin \..\backup_info.xml at com.adventnet.servicedesk.tools.RestoreSDBackup.getBuildInfo(RestoreS DBackup.java:613) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Please supply report queries which work in MSSQL!
https://forums.manageengine.com/topic/report-on-requests-which-were-changed-to-resolved-state-last-week http://forums.manageengine.com/topic/query-to-get-the-timespent-on-the-requests-which-are-open#49000005169121 http://forums.manageengine.com/topic/report-on-surveys-for-overall-rating-in-percentage#49000005169141 Lists the query for MySQL and MSSQL - it does not work in MSSQL There are more and more of these appearing on your forums - why are the topics being posted as locked? - I am unable to
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