"Resolved" requests aren't reopened after the Requester response
Hi, Before, our requests were always reopened after they were resolved if the client sent a response (from "Resolved" to "Open"), we base our quality management system using this flow. After the Update (10.0 Build 10014) something changed, and the requests are NOT reopened, they remain in "Resolved" and the answers are attached, the status of the request doesn't change. Is there any way to change this? Thanks!
Requests automatically reopens after closure
I recently upgraded to ServiceDesk Plus 8.2 build #8210. After this upgrade, I'm having problems with closing requests. When I close a request, everything looks ok, with no error messages. The request is also removed from the list. Within a couple of minutes the request is automatically reopened (with no user-interactions). I have not changed any settings for many months, and this problem occured only after this last upgrade. This is kind of annoying as when the request is reopened, it also sends
Requesters able to re-open tickets.
Hi, Using settings below a user has still been able to re-open a ticket by replying to a ticket. Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." The history show the ticket was merged (I assume to create a new ticket) Request Merged , Performed by : <USER> Request ID 3809 is added as conversation for the request.
Email replies do not re-open a closed ticket anymore
We recently upgraded to 5.5.0 and love most of the changes and new features. However, one thing that I have noticed is when a user sends an email reply to a ticket that we have closed, it no longer re-opens the ticket. Is there a way to change this? There have been times when we thought that we had completed a ticket, and closed it, but the requester sends in additional info and we would like the ticket to automatically re-open. Now we have to search through old tickets & manually reopen it. The
disable automatic re-opening a ticket by requestor
When we change the status of a request from "open" to "resolved", our users receive a notification. When they reply to this notification, the request is automatically reverted to "open" status. Most of the time, our users only reply with "thank you" or anything like that. Is there a way this reply can be added to the request but the "resolved" state is kept? As far as I know, the setting is only about a "closed" request under the "General/Self-Service Portal Settings" list. We currently use SD+ build
Requester reply to a closed ticket does not re-open or create new
I have tried two different settings for service desk and neither are working in how it handles responses to closed requests. Initially I setup service desk to always create a new request when a requester replied to a close request. Unfortunately it never did create a new request and the technicians were missing the responses as they look at only open status requests. I changed the setting to reopen the existing request if the requester responds within 7 days or after that time create new. We tested
Prevent the re-open the resolved tickets
Dear Team, I would like to prevent the re-open the resolved tickets after 2 days from resolved date, in configuration there is one option to prevent replying for ticket at all could you help me to resolve this issue. Thanks in Advance
reopening closed tickets
hello all, am wondering if there is anyway to reopen the ticket automatically. for example, lets say that i closed the ticket, and after couple of days the requester noticed that there is something wrong with the resolution, can he do somthing to reopen the same ticket !? i hope its clear. thank you. ahmad
Stopping Closed tickets from being reopened
Hello I want to stop any closed call from being reopened. I have set some Field and Form rules that partially stop it but we can still change the status within the Resolution tab. "Update request status to" has the option there to change it and I cannot see a way to hide it when status is closed. Thanks
Multiple new employee onboarding
Hello, We currently have a template with resources and tasks for new employee onboarding and offboarding. The template also includes and approval process. This works great when there is one person being hired! We are starting to hire in groups of 30 or 40 users and this process would quite cumbersome. Does anyone know of a better solution?
MSU installs
I need to install an MSU I created a package. Software Deployment >> Add Package >> select EXE / APXX / MSIEXEC / MSU I selected From a shared Folder In the Installation Command with Switches/Arguments field is the network path to the .msu Do I need switches
Outride the challenges in application and IT infrastructure performance monitoring!
The final season of Applications Manager's free training series for the year is here! Register now and learn how to eliminate the most complex application monitoring issues and improve your application performance with our experts! Register now! Time:
Problem while creating new custom function
Hi, when I want to create a new custom function or view existing ones, SDP cannot show anything and It gets stuck in the loading part. here is some screen shots in attachments. My SDP version : 12007 My DB: SQL Server
Report - Actual time spent from OPENED Requests on report
Hello. I am needing to be able to generate a report that brings me a list of all the requests where the Actual Spent Time value is greater than 8hs. I have a monthly indicator on requests with more than 16 hours of work and I need to be able to have a
Google fixes several high severity vulnerabilities in its Chrome 105.0.5195.125/126/127 Stable Channel update
Hello everyone, Chrome Stable Channel has been updated to 105.0.5195.127 for Windows, and 105.0.5195.125 for Mac, and Linux. This update comes with 11 security fixes. The details of the vulnerabilities fixed are mentioned below: CVE ID Vulnerability Severity
Google fixes several high severity vulnerabilities in its Chrome 105.0.5195.125/126/127 Stable Channel update
Hello everyone, Chrome Stable Channel has been updated to 105.0.5195.127 for Windows, and 105.0.5195.125 for Mac, and Linux. This update comes with 11 security fixes. The details of the vulnerabilities fixed are mentioned below: CVE ID Vulnerability Severity
Google fixes several high severity vulnerabilities in its Chrome 105.0.5195.125/126/127 Stable Channel update
Hello everyone, Chrome Stable Channel has been updated to 105.0.5195.127 for Windows, and 105.0.5195.125 for Mac, and Linux. This update comes with 11 security fixes. The details of the vulnerabilities fixed are mentioned below: CVE ID Vulnerability Severity
Auto-Assignment Update
We'd very much appreciate it if the Technician Auto Assignment were updated to be more flexible. It'd be terrific if we could have multiple autoassignment "rules", based upon criteria such as the day of the week or the time of the day. From there, being
Custom table style view for reports
É possível criar uma visualização de widget de tabela para um relatório personalizado? Se sim, como posso fazer isso?
Adding a New User to ServiceDesk.
Hello, we have an issue adding a new user to SD. We usually use LDAP to import new users, but for this one user, we had a FAILURE importing. We've added users before and after this user, successfully. For this user, we had to manually add him. But, when
Nombre del solicitante en respuesta/reenvío
Cuando se responde al solicitante no devuelve los nombres del solicitante. Solo podemos ver las cuentas de correo electrónico en lugar del nombre del solicitante. El problema lo tenemos únicamente al responder o reenviar un ticket. Es posible vincular
How to ensure network device keep sending logs to ELA server?
Hi Team, Please answer below question. How to ensure network device keep sending logs to ELA server? How to setup alert if network device did not send logs to ELA server for more than a month? Thanks, Leo
Change field value based on Service ticket status.
I want to automatically change an additional field value once a Service ticket Status changes to Closed. I can do this with an Incident but not a Service. The Status field is a selectable option for Incidents, but not for Services. I cannot bulk modify
Problem with login
Sometimes this problem happen. You need to clean cookies and data in browser and it problem go away (sd don't let you in without this operations if this text on page). It is in all browsers: opera, google, edge, firefox, ie, yandex. What we can do with
AD Import and scan schedule not working
Good day. Recently noticed that AD import and at least scan schedule stoped working. Delta and Full import both. If I disable schedule and enable the date of next run changes but nothing happens. Next schedule happens only if I disable, enable, go to
Problem with migration from Pro to Standard
Hello, We used the Professional version of ServiceDesk Plus. Now our license ran out of date. Since we use the system as an IT help desk only, we decided to try the Standard edition as it fits our needs. We have installed a new instance of Standard edition
Weird menu items at top
I have been going through the process of updating an old installation to the latest version. when I reached I believe version 12 I am seeing menus that look to be not loading correctly. I have this running on an ubuntu Linux box connected to a MS SQL
Where do you find the release notes for recent updates to Endpoint Central?
With the recent update available (Version 10.1.2228.5), where do you find the release notes for this update? We found these release notes: https://www.manageengine.com/products/desktop-central/help/introduction/release_notes.html , but they appear to
Moving multiple computers from Local Office to Remote Office takes too long
We currently need to move 50-100 computers from the default Local Office to a newly created Remote Office. Our issue is that it takes too long to move from the Local Office to Remote Office. Is there a reason why moving multiple computers takes too long?
Import Country as Sites instead of Office in AD
Hi, Under Import User(s) from Active Directory, the sites imports from the Office field in AD object. How can I change it to import Country of user to become sites. We have lots of Office globally but we want to make sure the Sites is configured per country. Thanks
return to main requetsts page after changing status to close
Hey After moving to a request as seen in the image, i would like to change status to 'close' and then automatically move to the main requests page (the previous page). is there any way to automate this ?
Cannot push update
Cannot push update for more than 50 users at the same time
Need to make an alert on anytime "password never expires" is set
Anyone have this alert and can tell me what is needed? Thanks
Asset Scan Failed after Upgrade to 11301
Hi I have a problem after installed servicedesk plus Last service pack I upgraded servicedesk pluase to 11301 And also installed desktop central last hotfix(10.1.2121.4) But now i can't scan workstation through servicedesk plus Error is:FAILED : Scan
How do you find the superseding patch?
We're doing some clean up and have come across a few machines that are missing some patches. For example. we have a couple missing KB4586793, which has a Desktop Central Patch ID of 30252 and a BulletinID of MS20-NOV3. However, it says it was superseded
Custom Policy on compliance Feature
Hi, Understand on the latest version of desktop central there is a feature called "COMPLIANCE" and wondering if there is any chance that we can upload our internal policy hardening & monitor, audit it time to time ? also aware that the current built base
BitLocker components are not installed in this system.
Hello. Why is Bitlocker not displayed if it is on my laptop and the drive is encrypted? "BitLocker components are not installed in this system. Data will be available once BitLocker components are installed." Server Central Server : 10.1.2220.10 Distribution
SNMP polling for ifdiscardout AND ifdescription
Hi - we're trying to pull off ifoutdiscards to track by interface. This is straightforward enough using a monitor, but only gives us the ifindex. How could we get OpManager to present ifoutdiscards along with the relevant interface name? Thank you.
LifeCycles: Add drop down or multi select for group field inputs in Request Life Cycle rules
When editing request life cycles, making rules that rely on group names could be improved if the field allowed you to select from a list of pre-existing support groups instead of requiring you to input text. I assume that if the group name is ever edited,
How to auto assign to group based on category
Hi, please can you advise how I can auto assign Incidents based on the selected Category to a resolver group? We only have two resolver groups, with multiple categories between them.
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