notification: overdue request
When request is overdue need to notify requester and technician. May be with some email template..
Customisable help page for templates
I don't know if I missed this somewhere but it would be very useful if there was a help button to link to a context sensitive help page for each of the service requests. It just needs to be a simple html page with a popup window or an expanding/collapsing div. Editing I would presume would be an additional tab attached to the requester view. This would enable us to add additional information to explain certain fields and the type of information we want from the requester.
Priority descriptions need to be displayed for users
It would be nice for users to view the descriptions along with the priority and other fields that we enter on the admin side.
Requester department and allocation unassigns
Hi, We experience an issue on our instance of service desk plus where the requester department and site allocation unassigns from requesters. sometimes it does this for just one or 2 requesters at a time, other times it unassigns a larger a number of people from a specific site or department. How can we stop this from happening? thank you
Administrator Account is corrupt
In SDP+ the built-in Administrator Account has become corrupt. We had an Administrator named account in our Active Directory that overwrote the account and added domain authentication. We made sure the Administrator account in AD is no longer synchronizing, so how do we reset the admin account to the default local admin account?
Office365 - Sending notification failed
Hi, We migrated our e-mail server to Office365. We also use ManageEngine Service Desk Plus in our environment. We have multiple accounts configured in our SDP, each having different support e-mail address. So, when we reply to any request from the tool, it will go as the support e-mail address mentioned for each Account. Also, we have the users sending e-mails to the support e-mail address. The e-mails addressed to the support e-mail address is forwarded to our primary e-mail account, which is
ntegration SDP with ERP.
I wonder if there how to perform the integration between the hours of workorder appointment of the SDP for our ERP.
Understanding User Survey
Hi, I would like to understand the User Survey Option "Requests are closed". As I understand it, lets say we have keyed in 10 as the value for "Requests are closed", what will happen and who all will get the survey mails? I also noticed that there is No option to manually Trigger user surveys. The help-card underneath the User Survey option lists Manually: Trigger surveys manually when required from the 'Actions' menu in the request detailed view page in Schedule Survey section. ... Regards Prashant
Painting Group field to Incident Template - will not stay in left column
First off their are two columns available in our default template named 'Group', which is odd. When I try to paint them I seem to have painted them and the system says incident template updated successfully, but then a second later the page refreshes and group is gone. Once I finally got one of them to stay there, it would only paint to the right column and would complain it was being removed when I tried saving after moving it to the left column, then refresh with it back in the right column.
What versions of MySQL does ServiceDesk Plus 8.2+ support?
We have a production MySQL 5.5 Enterprise server and are in the process of moving all of our individual MySQL servers to it. What versions of MySQL does SDP 8.2+ support?
Outlook Add-in and API
Hi, We have been developing an add-in that uses the API to bridge the gap between a technicians email and Service Desk. Many companies have been trying out the add-in and have been very happy with the results. One thing could be better and that is if a user could be authenticated with a user name and password, the user object would then be returned from the API along with the API key and from that point we could store the key and use for other functions. The Support Center Plus API has this included
@@REQUESTTEMPLATE is not working
Gents, @@REQUESTTEMPLATE=xxx@@ is not working in email. The ticket is always created with Default template. Any another command (AddRequest, REQUESTER, TECHNICIAN, etc) is ok. Could you please check, do you have the same issue ? SDP8212.
RoboTech on x64 not recognizing License
Is there any update on when this issue will be resolved? (reference SD-50731) We purchased this license last year and have yet to be able to use it.
Requester Conversation
Hi, My company want to use "requester conversation" to keep record all the reply email. May i know : 1. How to setup? 2. How to setup the outgoing email? thank you in advance for your kindness help
PO and Asset Association
Hi, I occasionally deleted the resource in Assets which is in the format of XXXXXX-PO#XXX[x], it was associated from Purchase Order when I clicked 'Associate Assets'. The PO has been closed, but I deleted this resource by accident. And we didn't fill in the Service Tag when changed the PO status to 'Receive Items'. It supposed be reconciled with a detected workstation, however, since it was deleted and doesn't have a service tag, I can't have the PO linked with the detected workstation. Now, when
Business Rules
I have setup some business rules in SDP to auto-populate required fields when one requester creates a ticket via email. The criteria is pretty simple. If Sender is "user@domain.com", perform these actions The Business Rules is not updating the ticket. This becomes very cumbersome for Support Technicians when they have to go in and update all the fields which are always the same for this particular email address. Technician had to deal with 25 tickets from this one requester today alone and has spent
Dashboard Request Summary Report
I like the Dashboard Request Summary graph, but would like this graph using a specified date range, i.e. weekly or monthly figures over the last year? How do I create that?
Notification "Acknowledge the requester when request has been Assigned to $Technician"
Hi support, I use SDP Standar edition build 8215. I just wondering, for notification "Acknowledge the requester when request has been Assigned to $Technician", is possible to available on standard edition ? I know for now the notification only on enterprise edition. Thank you
Remote Support
How can I get remote support on the issue in the previous topic. Send a message to support@servicedeskplus.com with a link to the problem, but got no response.
Can this be done? multiple departments fill in different parts of a ticket. final result is all info seen by manager
We have a new hire process that is completed by multiple people/departments. We normally have 1 excel file we pass along, each department updates this file and send it to the next department in the end HR and new hires manager get the info, so when the new hire shows up the manager can print out or tell the new hire how to log in. Please let me know if I must clarify anything to help you help me. let me know how this can be completed ticket flow The ticket would be first started by department manager.
Problem with scheduled tasks
Hello. I have a small problem with scheduled tasks, when the scheduled task is created to reach Tecnico Three Scheduled Tasks. Validate the configuration of the scheduled task and this is every 7 days. Deputy ScreenShot
How to delete task
Hi support, I found issue, task that has been created not in request cannot be deleted. This is the capture from issue. Can you tell me how to delete it ? I give you thread dump for your consideration. Thank you. Sabbichis
No groups option in Problems or Changes.
When creating a problem or a change there is no drop down for group. So when picking a technician you have to choose from the master list or start typing there name. If you are in the request ticket for example the group drop down is listed. Is there anyway to add the group drop down to the Problem and Change tickets?
Alt + S to send response as a shortcut key...
Would anyone find "ALT+S" from the response page useful as a send shortcut just like outlook, I find myself doing that every time and then remembering that I have to use the radio button... Just wondering.... k
Automatic inclusion of system notifcations in replies to users
Hi, How do you include system notification in the body of reply emails sent to users? For example once a user sends a request, I would like to setup the helpdesk software such that when I reply I get message similar to below: [reply to request by users] _______________________________________ System notification about request having been received and is being worked on. _______________________________________ Initial user request
Associate a service request to project
We have been using ManageEngine service desk to keep track of all change or development requests for our ERP system and in-house developed applications. Each of these change or development requests triggerred a project. Depends on the complexity, we used either MS Project or Excel to manage the project. To let the requester check the status of the project, we tried very hard to use Work Log as a way to update the status of the project. With the new Project function, I think it maybe a good alternative
Re: SDP Backup
What is in the backup? Is it a full backup that includes archives, file attachments, and logs. I have been running SDP Pro for about 5 years and my backup file is less than 60 MB. Is this normal? Thanks
Re: Backup SDP
What is in the backup? Is it a full backup that will restore archives, attachments, and logs? I Just find my backup small 56mb since I have been running SDP from 2008/2009.
Tracking Task History
We use tasks attached to a request to handle new hires and employee terminations. The feature works well except that there is no auditing of the who performed each task. Anyone can select any technician and mark a task as closed. Further, there is no history to show who did what. Is it possible to have the system log changes made to tasks in the history tab? The reason we need is that we need to prove to auditors that we followed the termination process correctly. With this system, we can't prove
Organize tasks problem
We are trying to organize tasks In Service Catalog. All looks fine in admin panel (scr1). But when we open request form - we see tasks in random positions (scr2). SD v. 8213
Random error 500 when using IE
We have a user base of about 60 people that submit tickets. On random occurences specifically in IE the user will receive an error 500 when trying to access the helpdesk. We have AD authentication pass through enabled so the user clicks a link and they are automatically logged into their dashboard. Has anyone else seen this or have any thoughts on what to look for? I have been through the logs and have not found any concrete evidence of server side errors. During troubleshooting I have found that
subcategory in the filterby element of GET_REQUESTS operation
Hi Team, We are trying to integrate service desk into out software and monitor newly created tickets via the REST API. We would like to filter by subcategory and start from the last ticket we processed in our last call. Could you help us how to specify the filter criteria i.e., subcategory in the filterby element of GET_REQUESTS operation? Also could you let us know what is the use of from parameter?" Any help is appreciated. Thanks!
Change the "#" character in subjet notification
Is possible change the "#" character in subjet notification by other character or insert other letter after "#" like "##P$RequestId##" for example. best regards, JA
Monthy Survey Results Report
We are looking to create a monthly reports that generates the Survey Results average by Question. I was able to generate this using the quick matrix report generator, but the system default seems to use zero decimals, which creates skewed results. Is there a way to change the decimal accuracy default or at the report level? Or is there a Query report that can be generated monthly to report last month's survey results average by Question?
Preventive Maintenence Tasks for SW updates
I am looking for suggestions on the use of the PM Tasks option for the scheduled release and distribution of software updates and patches. I would like to avoid using the Change Request module because we do not need that much documentation. Most of the change request will be empty because we have a process in place similar to MS Patch Tuesday. Regularly scheduled software updates. That being said, I would like to customize the PM Task to include an approval process and an section to list all patches
Import ticket conversations
While evaluating SDP we are testing migration to SDP from our current ticketing system. While core request data can be imported, we do not see a way to also import the bidirectional conversations from our current system into SDP as part of a request. Is there a request import option we are missing to be able to import request conversations?
Technician can not edit request detail by click "Edit"
Hi support, I want to ask to you, why technician can not update request detail if the request has been assigned to him/his by click "Edit" ? It is still "Processing" on it. But, if technician update request details by click field directly, it will be update. Can you tell me why it's still "Processing" ? and I hope you can fix it. Thank you Regards, Sabbichis
ManageEngine ServiceDesk does not started after upgrading from 8027 to 8100
I have upgraded our ServiceDesk from 8000 to 8027 without any issues but when I take the next step to 8100 ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm the upgrade succeds but then will not start. All I get is the splash screen and it hangs on Application Layer Started..... I have uninstalled, restored back to 8000 and tried it again but it once again hangs after upgrading to SP1 What should I look for?
Report All Request where Technician is the same person of Requester
Dear all, I want a report where the Technician is the same person of the requester. I try with this but the i have a strange result. can we help me? SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",cd.CATEGORYNAME "Category",pd.PRIORITYNAME "Priority",wo.TITLE "Subject",LONGTODATE(wo.CREATEDTIME) "Created Time",LONGTODATE(wo.COMPLETEDTIME) "Completed Time",std.STATUSNAME "Request Status",ApprovalDetails.EMAIL "Approver Email",LONGTODATE(ApprovalStage.SENT_DATE)
ServiceDesk Plus 8215 Released
Dear Users, SDP 8215 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8215 SD-50215 : In PGSQL database, Technician's cannot able to create a request for a requester if the requester name contains single quotes. SD-53756 : If default product type got edited to any other language, then not able to scan the asset of that product type in 8213 build. SD-54460 : Unable to add notes using the External Action
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