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
Can't rename values in a Pick List (Incident - Additional Fields)
Hi all. On our installation of SDP (9235), we have 2 pick list in the "Incident - Additional fields" area. In the first one, we have some values (Company Names). Now we need to rename two companies, by inserting "OLD_" before the name. I have changed the two companies and I have clicked on the Update button, but one of these don't change. In the System Log Message I have this message: field name - CdC field type - Pick List description - Centro di costo di attribuzione del lavoro updated. Module
Live Chat
Hello, How can we configure Live Chat in SDP? How does it work? Best regards, Demetrius
Change or Modify ID Numbering used on Requests?
We recently migrated to the Ondemand Service Desk from an existing on Prem ServiceDeskPlus server, we have exported and imported existing tickets and resources into the cloud piece, but appears that our request system restarted at ##1## for tickets, and will at some point eventually collide with our imported request numbers, Is there any way to modify, or request to have numbering modify?
Technician Rights
Hi, We are setting up a new Support Group within the business (not IT) to take tickets that are logged for a business supported system. For these users to accept tickets we've had to make them technicians. The problem is , they get to see all the other support groups so this can be confusing. Is there any way to setup a support group and have users (Requester or Technicians) manage the tickets without seeing other groups ? Do they have to be Technicians, and if so how can we restrict what a technician
Site associated to a requester - how to ?
Hello, our Company has 3 sites. How can I associate each requester to his Site ? thanks in advance. Claudio
Report to show requets assigned to a particular technician with due day
Hi im looking to build a report to show what requests a technician has assigned and also the due date an priority Thanks Postgres Version : 9.2 Build 923
Quick Create - New Incident
After update to version 9.2 9236 the Quick Create - New Incident window disappeared. I have checked "Configuring Self Service Portal Settings -> Show 'Quick Create' section for technicians?" and it is set to YES. Any ideas how to fix it? Thanks in advance.
Resolution tab not closing request
Hello All, One of our technician has a strange issue when it comes to closing requests. When they choose closed in the resolution tab it takes the technician back to the actual request but with it still open. They then have to press the close button to actually close it. It isn't because they haven't selected the correct request requirements. Any advice would be greatly appreciated, Ryan Parker
Work Flow Diagram
Hi everyone, I don't want to re-invent the wheel, would anyone have a basic ServiceDesk Plus workflow diagram please. Thanks again for your help.
Survey URL Blocked
Hi Team, We have configured the Survey link however its getting blocked see the below error. "The link has been disabled to protect your security" Survey URL : <a href="http://MEM-P-TKT01:8080/sd/SurveyDetails.sd?surveyData=447a67a6048205f6637e1f36003e2813486f8c31" target="_blank">SurveyLink</a> We are trying from both OWA and outlook client its not working. Please assist. Thanks, Sachin
ServiceDesk Plus 9238 Released
Dear Users, SDP 9238 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9238: SD-65361, SD-65269: Issue with Desktop Central integration when the option 'Enable to access Desktop and MDM Plugin Functionality' is chosen and certificate error while running DC in https mode. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Request template and Submit form help
How do i create an execute script that on form submit routes to a specific technician based on a field value that is selected? I have selected the script that is $CS.mandateField(["TECHNICIAN"]); do I enter the technician's name within these brackets? I am notsure of what the script wold look like/say.
Automatically change asset state
Hi everyone, Is there any way that SD automatically changes assets' state? I need to change state from assets no scanned in last 45 days to "Expired". Thanks!
problem with due by time
Hi all i have the following query, but when the query runs the due by times shows as 1482419785979 any ideas how i can convert this to the a format such as 12/01/2017 Thanks SELECT ti.FIRST_NAME AS "Technician", wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician", pd.PRIORITYNAME AS "Priority", wo.DUEBYTIME AS "DueBy Time", std.STATUSNAME AS "Request Status" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
Project ID linked to Request
I need to be able to generate a report where I can link Requests that have a Project Assigned and visa versa Project Report should include the following fields from the Project Module Project ID Request ID (of Associated request) Title Project Type Project Code Status Priority Owner Schedule Start Schedule End Actual End Projected End Estimated Hours Actual Hrs Estimate Cost Actual Cost Also, the Request Report would need to return the following and include the Project Information that is Associated
HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable - Unable to log into system
Just updated to V 9200 and now we receive the following when we attempt to login HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable ype Status report message Servlet org.apache.jsp.Login_jsp is currently unavailable description The requested service (Servlet org.apache.jsp.Login_jsp is currently unavailable) is not currently available. Apache Tomcat/7.0.26 Any work around?
Count of tickets resolved / closed by individual, and which group they were resolved
Morning, I'm looking to build a report whereby it does a count on the number of tickets resolved / closed by and individual, and also a count of which group they were in when they closed the tickets Thanks
SDP email command doesnt works after upgrade to 9231
Hello to all, we have experienced problems with email command. After upgrade to 9231, our automatic emails doesnt work. SDP removes @SDP@ from subject but ignores the automatic fields on description when is a user who sends it. For technicians works correctly. Thanks in advance.
Changes in Translations not visible for Requester?
Hi everyone, I've ran into the following issue: We have had a Dutch Translations of the text "New Incident" into "Nieuw Defekt". I've now changed it to "Nieuwe Ticket". As an administrator I can see the change on the page. As an technician I can see the change on the page. As a requester however, I'm not able tot see the change on the page (I still see the old value "Nieuw Defekt"). I've cleared the browser of cookies and other data, but it still occurs. Any idea why a requester doesn't see this
SD Plus and Desktop Central integration
In the past, I have used these two products. The integration seemed to be a separate but linked integration. For example, the inventory in SDP was not populated by Desktop Central. the built-in components of SDP inventory mgmt, were not fully integrated with Desktop central. (think asset, change, purchasing, etc). Has this improved to be a more "unified" solution when you own both products?
change username under domain, what will happen under SD?
I need to change an username under domain controller In SD is a technician, what I need to do to change it also there and keep all the history (old request assigned or created) updated with the new one? Thanks Stefano
SDP Asset Management: Storing Warranties & Support Documents
Hi Is there a function within ServiceDesk Plus (Assets) for storing asset related documents, such as warranties and support documents? Kind Regards Dennis
Sample complete ervicedesk
hi Dears Is there any test server that is completely implement ITIL with servicedesk plus? I want to see all of modules integrated to each other in the servicedesk plus. it can help us to know much more about standards and implementation of them. so Thanx
Barcode printer
Hi All, Can you help to find out the option for barcode printing from service desk plus.
Sending external email
Hi does anybody know why emails to external addresses send from service desk but do not get to the destination address.
Custom Trigger
i would like to know if there is a way to setup a custom trigger to send out an email reminder when a task status is set to waiting on user or even if a ticket status is set to waiting on user. this trigger would need to be ran daily so it would continually email the user until they respond to the ticket or complete the task that is assigned to them.
Any way to close all incents in a problem
Hello, If I'm including various incidents into a problem, can I close all the incidents if I close the Problem? Thank you.
Customisation for Ticket Appending via Email
Hi guys, is there anyway of customising the way SDP deals with the processing of the subject line to append to an existing ticket #. In version 8.2 you could simply type or forward an email and insert ##ticketnumber## and this would automatically process against the ticket with the # however it would appear that version 9.2 doesn't so this and only will append if you are replying directly to an email that SDP generates. (this is not good for if you want to assemble other information for the ticket
move to 64 bit java?
I have recently started helping with an existing sdp deployment 9.1 Build 9103. The install is on a 2008 Sp2 x64 server, but I notice its running 32 bit java (see below). Is it possible to swap in the 64 bit jre, and use the wrapper-64 file in place of the existing wrapper file? Is there any guidance on this process or documentation to make the switch? E:\ManageEngine\ServiceDesk\jre\bin>java -version java version "1.6.0_45" Java(TM) SE Runtime Environment (build 1.6.0_45-b06) Java HotSpot(TM)
Active Directory Import missing fields
Running an AD import, it runs successfully and all records appear to be "overwritten" with zero errors. But one of our Technician's job title didn't change to reflect what is in AD. Everything else seemed to be OK but in the even log, job title is blank when I know it's populated in AD. It's currently blank in SDP. Please advise on why that field isn't being updated and what I need to do or where I need to check to troubleshoot. I am assuming that Technician's info will be updated with the daily
Scripting emails
I have a question about functionality and scripting, First, I am using Service Desk 9.2 Build 9231 and will be updating to 9.2 Build 9238 with in the next week. What i would like to do is to send an email when a request is created based on the department field. ie; When a requestor creates a request i would like to send an email to a person based on what is listed in the Department field of the users preferences. I realize that SD+ sends email to the technician and requestor when a request is created.
SLA steps - what happens when re-opened
So what happens when I have a request and SLA of 30 hours. The request is responded to and closed after 20 hours. 5 hours after, the user reopens it (or it gets reopened via email). How much time do I get before the SLA is violated? Is it 5 hours or do I get a full 30 hours? We are on build 9236 moving to 9238 so if any behavior changed between those versions, please let me know. Also, as a feature request, it would be more beneficial of the below fields were countdown timers rather than what we
Technician Tracking
i need easy way , queue shape or clock to check and flow how many ticket assign to Technicians on daily basis and impact
Linking responses to Change Notifications back to the Change record?
We have recently begun using the "Send Notification" feature in the Changes module. We find that when a user responds to this notification via email, it creates a new request/incident which is not what we are looking for. Is there anyway to link these responses directory to the Change and NOT create a new request/incident?
Unable to import requesters from Active Directory
When I try to import the AD requesters, the assistant is left thinking and never moving. Can someone help me? Thank you.
Keep search fields bar open
Is there a way to keep the search field bar open at all times? (Eye glass button) Our help desk likes to utilize the search bar at the top to quickly search for Requester Names and Status. Unfortunately, the search bar closes each time the page is refreshed.
SLA Violted Current week
Hi I'm looking to build a report to show the number of SLA's violated for the current week Postgres Version : 9.2 Build 923
Survey Questions mandatory
Hi, we would like to make your Survey questions mandatory to get an exact statistic. Do you think this will be possilbe in the Future ? THx Wolfgang from Austria
Service Desk Plus, Heuristically Identified as containing Trojan Downloader
Good day, Our Antivirus (Kaspersky Endpoind Security 10) has heuristically identified a generic Trojan Downloader within the service desk code. If this is a false positive, please engage with them in order to have the code trusted. I have also engaged them directly to get more clarity on why this is the case.
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