Duplicated "Resolved" Ticket are not Being Closed Automatically
Recently we found hundreds of requests that are resolved but not closed automatically. We had set a rule to auto close resolved requests within 10 days. After going through in details, we found that these tickets are copy/duplicated tickets. The copy is done from a resolved requests, and the user/technicians didn't trigger the change of ticket status, therefore the tickets are not triggering the auto close rule. To prevent this from happening again, is there a way where we can disable the "Duplicate
Need to base Field and Form rules on requestor values
Is there any way to trigger Field and Form rules based on requestor field values? Here is my situation: We have a large number of users without a dedicated phone number of their own. I need a way to require a contact number when we put in a request from them. I have created an additional field to store this and added it to every incident and request template. I was hoping to use field and form rules to say: When Requestor's phone number is blank mandate that this field be filled in, but it doesn't
Sample CSV file to import IT Assets
Hello, I am looking for a CSV template so that I can bulk import IT assets . Thanks, Jobin
Project and reqeust task auto-scheduling
An auto-schedule feature in ServiceDesk Plus would help with the scheduling of projects, especially in large ones with hundreds of tasks. If a parent project is delayed, the child task and any that are effected by the delay should be re-scheduled automatically. Currently you must schedule each task in a project or request independently, which makes large projects very difficult to manage.
Notification Bell
Good morning, After update server from 9209 to 9223, the notification bell doesn't work. When a technician receive a ticket or when a requester reply to a request, the notification bell Doesn't work. ( if I click on bell inside there are notification, but near the bell there aren't number of notification like before update. I Try to made a new server with only 9223 version, the same issue. I hope it's clear my issue. BR
Google chrome browser
When I launch Service Desk using Google Chrome, I lose a majority of the tabs.
Multiple Issues in software assets
I have been having multiple issues in the software portion of SDP. - cannot delete software - software returns even though there are no installs of it in our organization any longer - cannot delete software suites that are empty I keep getting error messages that state it failed : 1. software licenses received from PO 2. software having licensed installation 3. software is member of suite Anyone had similar issues? any fixes? Thanks!
Incoming Email Handling
Hi all, I am having issues with how SDP handled incoming emails and I can't find anything in the admin settings of where I can change this. All tickets are coming in as Urgent and not a standard SLA of 5 working days etc. Please could someone advise me how and where I can change this please. Many Thank Ali
Custom SLA (or trigger)
Looking for assistance in building out some new rules for tickets created in our environment. Currently we only receive tickets in via email. 1. I was hoping to create a rule or SLA that would generate an alert (email) within 2 hours if the ticket had not been assigned to a technician and a top level category assigned. We currently have subcategories and it seems to me you can't leave that blank if you select a top level category for a new ticket. 2. Once it's categorized create SLA's that generate
PO emails
I'm not receiving a copy of ordered PO's even though I am CC'ing myself. Any ideas?
Email merge using .xls
We frequently receive access requests for new users prompting a series of emails that are identical excepting the user credentials. If I have 10 tickets and I need to send out two emails each that are identical except for the UN/PW a mail merge is the most efficient way to do this. Is there a way to do this using Service Desk or do I need to go outside of this application and use another program to do this?
Of net reporting for AssetExplorer
Is there a way for AssetExplorer to report in when it is off our office network? I have tried pointing the agent to the public side DNS as well as the public IP with no luck. What ports need to be opened to enable this process?
Cross-Frame Scripting ClickJacking Vulernability
URGENT!!! I am unable to allow the Servicedesk application onto the network due to this vulnerability. I have tried all options in the web.xml but due to the version of tomcat, i cannot use HttpHeaderSecurityFilter. Please advise!!
Listing of keyboard shortcuts
In a recent discussion someone mentioned that pressing n twice is the keyboard shortcut for adding a note while in a request. This is very useful and I'm assuming there are other keyboard shortcuts available. Is there any documentation on all the available keyboard shortcuts? Thanks!
Reports Module Error
Hey All, I have a few users getting the below error when using the Reports Module. For some it resolves itself, and for others it never does. I have the resolution steps: 1. Stop "Manage Engine ServiceDesk Plus" service in Services.msc 2. Rename the "Reports" folder under ..\ManageEngine\ServiceDesk. 3. Start "Manage Engine ServiceDesk Plus" service in Services.msc 4. Update the report settings by clicking on "Update" under Reports -> Custom Settings -> Update. 5. Run the particular Report. If the
editing multiple requests
Hi, when trying to edit multiple requests by group i am unable to change the group See screenshot Is it possible to edit and re assign to multiple groups Thanks
startout.log
Hi, You can specify what kind of file and can I delete it? Why does it take so much space? Size: 47.2 GB Date of creation: 22.04.2016 ...\ManageEngine\ServiceDesk\bin\startout.log Thanks.
Task attachments
Hello, Where on the server is SDP storing task attachments? Within the fileAttachments\Request folder? Are these attachments moved to fileAttachments\ArcRequest when the associated request and therefore the task is archived? What if the task is not associated to any request? Where are the task attachments stored in that scenario? Best regards, Demetrius
Identifying Incident or Request through variable
What is the method used to differentiate an Incident from a Request in the technician request list? There is an icon there that shows whether it is Incident / Request, but I can't figure out what it is that it is triggered by? Is it some internal flag trigger by which catalogue the ticket is raised from? The minor thing I'm trying to resolve is that when a ticket notification is sent to the technician we want to have an identifier in the notification to say whether it's a request or incident. I was
SOAP, WSDL for Service Desk
Hello, I want to know how to integrate web services whit Service Desk Plus, using SOAP and WSDL. Best Regards.
Single Sign on with version 9.2 Build 9239
Before I upgraded to version 9239 I was able to configure SSO. After the upgrade I now have issues. For instance users get a prompt to log in before they get the login prompt from manage engine. Is there anything else I should do to enable single sign on so users are not prompt to login? Thanks, J
Combine Survey and Close/Resolve tickets
There are too many emails to the end user at the moment. We'd like to combine the survey link into the closed/resolved tickets. Is this possible?
ticket logging via email does not update on the manage engine
Hi When a ticket is logged via email the manage engine does not log it, it only logs the ticket when there is a reply from our IT support email address. Please assist
SDPlus - Contract import fails to parse xls date
I have tried to import contracts (to save time) and would have been quicker entering them manually! The xls is saved with date format yyyy-mm-dd, but I keep getting this parsing error: Date parsing error : Unparseable date: "19 Nov 2017, 00:00:00" I have tried (many times) to use the failedContractsList.xls - when I open it the date appears as 19 Nov 2017, 00:00:00. I delete the ", 00:00:00" but the error keeps happening! BTW I am using Office 2016.
Can I disable FCR (First Call Resolution) option for technicians?
Hi, at this time I don't want to implement the FCR flag on Requests. Is there a way I can disable this option for the different technicians?
Trouble creating a custom report
I am having trouble creating a report with all the Requesters data and information including the custom fields that I have created. Right now I have the below but I still need the custom ATTRIBUTES in the query SELECT aa.USER_ID,aa.FIRST_NAME "FullName", al.NAME "LoginName",al.DOMAINNAME "Domain",aacontact.EMAILID "Email",dept.DEPTNAME "Department",sdorg.NAME "Site",aacontact.LANDLINE "Phone",sd.JOBTITLE "JobTitle",aacontact.MOBILE "Mobile" FROM AaaUser aa LEFT JOIN UserDepartment userdept ON aa.USER_ID=userdept.USERID
Variable in Notification Template
Hello, Is it possible include file ATTACHMENT in customized template (notification rules)? And how ? Thanks.
Adding Approval Request message to the ticket thread?
Is there currently any way to have the system automatically capture a copy of the approval message that was sent to the approver? For example, a requester is requesting an item be purchased. The request goes into SDP, then a technician picks it up the ticket and send it off to a manager for approval. The approval request could look similar to the fake email below. To Michael, Subject: Approval required for a request I have a request for 1 license of Sublime Text Editor, could a new license be
API & GET_REQUESTER operation trouble non-english names
Hello! I have "username" in result of GET_REQUEST operation. I need get requester information of it's "username" I have a trouble around GET_REQUESTER operation for russian names :\ request for example: http://localhost/sdpapi/requester?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXX-XXX-XXX-XXX&INPUT_DATA=<Operation><Details><parameter><name>username</name><value>Иванов Иван Иванович</value></parameter></Details></Operation>&format=xml It will responses for me ALL of requesters in SDP - non correct. But
How to automatically select implementer when a change is created?
When we create a new change request, we want to automatically assign the change technician to be the implementer. Can this be scripted using a custom trigger? Best regards Dave
Pull computer name to ticket
Is it possible to script adding the clients computer name to the ticket? We are currently running the demo version of service desk plus to see how it compares to other helpdesks and this would be an extremely useful addition.
Report on eMails received grouped by sent_to addess
Hi SD+ Team it would be great if you could help me creating a report for inbound eMails received in SD+. I'd like to get a report that lists all workorders (requestID only) grouped by the sent_to address that is contained in the original eMail. Thanks a lot for looking into this matter. Have a nice day Matthias
Next Major Release
when is the next major update going to be released?
How to Change ServiceDesk Plus
Hi , Due to some security policy reason , we need change ServiceDesk Plus default web service port from port 80 to 8005. So my question is How to change the port number in ServiceDesk Plus system. Thank you. Paul
Custom Group on Tech Availibility Chart
Hi, I've got a question about groups looking at the tech availability chart. I see the default group to choose is "ALL TECHNICIANS". Is there any way to create a custom group to see a select group of technicians? Thanks
Include date and time when forwarding a message
When forwarding a message in Requester Conversations, it would be very helpful if the date and time of the original message were included like most email programs do. As it stands now it looks as if I'm simply resending the same message. Here's how I think it should look: New message text here __________________________________________________________________ Forwarded message From: Aaron Sentell To: Person A; Person B CC: Person C Sent: 1/11/2017 4:52 PM Original message text here
Improving Performance of Page/Template Load Time
We just upgraded to 9236 from 9221 this past weekend Under 9221 I built a complicated request template that has a lot of resource fields and easily 60 or more field/form rules. In the past, it did take a few seconds for the page to load; however, the page didn't appear to be released to the user until it had finished loading. Since the upgrade, It now looks like the page is immediately presented to the user but continues to load; as a result, the user is being presented with HTML code in the description
Create a change request directly as requester
Hi, I'm currently thinking of creating a template where the request directly goes to change. Is that possible to without any manual handling by a technician?
Getting Work Log Type From Archived Requests
How do i get worklog type from archived requests? Arc_ChargesTable table does not have a WORKLOGTYPEID field?
Error "Cannot insert duplicate key in object 'dbo.DepartmentDefinition'" when trying restore DB from Mysql backup to MSSQL
Hi, I'm trying change my 64Gb MYSQL Database to MSSQL, the backup runs fine, change DB Server, restore starts but a momente i received this error. Can someone provid some help. :) Version ServiceDesk plus 9200 Regards
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