Auto Assignment of Requests by logged in Technician
I am looking for an option to assign requests in SD Plus based on the status of the technicians. I do not see an option in the criteria that can be selected in settings for auto assignment and neither I can see an option in business rules. Please advise how to achieve this at the earliest. Thanks Kaladhar
Picture in email template
Hi, How can I put picture in notification email body?
How to set up two email accounts in ServiceDesk Plus?
We are planning to expand usage of ServiceDesk Plus to different internal groups but they have different email addresses. Please advise how to set them up. In other words, can we have different email addresses set up per site?
Bind ServiceDesk to IP?
Hi. I've found the option and ability to bind the ServiceDesk website to a specific TCP port but not to a single IP. The server we're running on has IIS running on port 80 bound to a different IP but it looks like when I configure ServiceDesk to use port 80, Apache tries to take port 80 on all listening interfaces. Is there a way to bind it only to a single IP? Thanks!
Adding the Manager Field as an Additional Field
I have created an Additional Requestor field called Supervisor and want to link it to the Active Directory field "Manager". From what I've read, the attribute should be "manager". But when I select it and reimport, none of my requestors are updating with their Managers.
time series report - closed/open at each month
Hi, I am trying to create a report that will graphically represent the number of open and closed tickets of each month for one whole year. For example January: open 30 closed 420 February: open 21 closed 320 Where my current report fails to show at the end of each month the number of active incidents. I have added a screenshot and the query SQL Query SELECT wo.WORKORDERID "Ticket ID",cd.CATEGORYNAME "Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT
Can't create request for a exact user
When technician created an request for an exact user that have quotes in name ex: Albert "A" Sayapov the incident didn't created and error is shown: "You cannot create a request for this user. The user belongs to a site for which you do not have access" But when I rename this user from: Albert "A" Sayapov, to: Albert A Sayapov request is created successfully! This bug is still in 8214 build (I've found it in late 81xx) My version is 8215 When you'll fix it?
Service catalog and incident template
can any one explain to me please what is the difference between creating a new template in Incident Template or create it using the Service catalog? when I need to use any of them
Problem ID's and Change ID's not following in succession of ticket numbers.
Why doesn't problem and change ID's continue on with Requests and Incident numbers? Is this by design? If it is do you have a document that we can follow to reset the numbers to something we specify? We use SQL. Thank you in advance. Peter
IE 10 Bug
List boxes shown multiple values in series under IE10:
Can a request be added to current workflow?
If we have workflows set up for approvals for specific requests and a user logs a generic request instead of using the service catalog, is there a way to add that request to the workflow for approval without having to reenter the request using the service catalog?
Stop change requests been sheduled for certain dates
We have certain dates when we do not allow change requests to be scheduled such as over the Christmas period currently, these enforcements are manual it would be great if we could somehow add these dates to the service desk scheduler and not allow planned Change requests to be scheduled for these dates. We also have some other rules such as a change request cannot be performed the day before the technician goes on holiday, we already add technicians holidays to the scheduler. The final rule
Archiving and Closed Status
When an archive run is being perfomed, it appears to only be pulling tickets with the status "Closed". Is there a way to make it archive requests that are completed, including Closed - Duplicate, etc.
repeated groups and departments when generating reports
i'm getting repeated groups and departments when generating reports
Technician showing twice
I have a technician that is showing up twice in the technician list when assigning tickets or projects. I looked at the technician list under the admin tab, and he is only in there once. Any ideas on how I can clear the duplicate? Thanks, Jason Levine
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Dear Support Department, I have installed AdventNet ManageEngine ServiceDesk Plus Version : 5.5.0 for test base but i am not able to configer gmail email id please provide me solution because i want buy ServiceDesk Plus latest version. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Server Name / IP Address * User Name * Password * Email Address Email Type POP IMAP * Port * Fetch mails every Minutes
Inactive requestors
Is there a way to hide inactive requestors or employee's no longer with the firm from the requestor list without deleting them?
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?
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