SLA and Business Rules in service catalog request
Is there any plan to implement business rules and SLA in service requests from the Service catalog as in Incidents? it would be great to apply the same logic defined both in Service Request and Incidents thanks
8112 email issue
We have upgraded to manage engine 8112 and now we are having an issue with email. It seems that after the update squirrelmail users are getting blank emails. From what I can tell there is no longer a html body tag in the email and they just come in blank. I have tried firefox and IE and the issue is the same. Gmail exchange or yahoo are not effected by this issue. Please advise.
Screens not rendering properly
I am testing build 8112. I have started up the service using run.bat. I have created an alias url of usmkd100.drs-ps.drs.master:8080. When I am logged directly on that server and log onto the client using _http://localhost:8080, the screens render just fine. For example the logon screen when logging in from the server looks like: whereas the logon screen from a browser on the network (both browsers are IE8) looks like: There are even weirder problems occuring with pull down menus and side
Enhancement - Readonly textboxes
Would be useful if we could have the additional fields such as textboxes/numerical/dates to be readonly or not. As at the moment all Dates are readonly. For example when creating mutiple assets manually i have a additional date fields which will change for each user and for others not exist but most of the other details will be the same so i was using the save and create new command. However i noticed once i chose a date i could only edit the date and not make the field NULL again.
How to Make Text Field in Servicedesk Readonly
Dear Team, kindly i want to know is there any method to make a text fiedl in the service desk to readonly your response is highly appreciated Thanks
Unable to see task details from email link
Hi, I've been having a recurring problem with SDP 8.1.0 Build 8104 whereby I cannot see task details by following the link in emails sent from the system. I receive an email similar to: Task details are Task Id = 23101 Created date =10-Sep-2012 14:10 Due by date = - Title = Please assist - Locked Excel file Created By : Tech 1 Description = Robyn advised that other users are askign her to close the file, reporting it still open by her - even after she rebooted her PC. Comments : Click for details
After Hours Notification
Is it possible to customize ServiceDesk Plus (7.5.0) to notify the technicians of tickets by email and sms during certain hours? it looks like it is all or nothing.
Business Rules Not applying by subject
I tried creating a business rule that is triggered by a certain word in the subject that it will get assigned to a certain Technician. If I create the ticket in ServiceDesk through the web it works but if I do it by sending an e-mail in, it will not work. Any help would be appreciated.
Problem to installation service desk in suse SLE 11
install service desk in suse server 11 sp2 . every time start the service desk ,show this: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 28 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details JBoss Bootstrap Environment JBOSS_HOME: /home/servicedesk/ServiceDesk JAVA: /home/servicedesk/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh
MySQL unable to backup and found error
please forgive my poor english.. I just found the system is unable to backup and when I study the error log from MySQL and found the following error: error row 2 the count of fields is wrong. When I google it, I found required to run the mysql_upgrade to fix the table issue. but I can't find it. Should I copy the mysql_upgrade from others?
Storing attachments in a different drive
Just wondering how this feature is going to work in the upcoming release? I was looking at the beta version at beta.servicedeskplus.com and the new features look really good. The attachments piece, I assume is only functional on a LAN..? Any details would be appreciated. Thanks, Matt
SLA's aren't sending out e-mails
Just created a bunch of SLA's for our sites. To test it out i've put the escalation level 1 at 5mins and the escalation 2 level for 10mins. I create a job for myself and set the priority that the sla is attached too. The sla applies when i create the work order. My problem is I don't receive a escalation level 1 e-mail after 5mins nor do i actually receive a escalation 2 e-mail. Everything is fine with our exchange server and it sends e-mails from jobs instantly.
Technicial should not edit request details?
Hi all, I created a new technician role and gave them Closing Request, Resolving Request and Modify Resolution rights. This is for them to resolve and close the issues. But when I make this, technicians can also edit the request (subject, detals, etc) How can we solve this?
Is it possible to edit the DueBy Date when creating a request?
I see in a forum marked 4 years ago that this question was asked, I was wondering if there were any updates, if the ability was added, or if there were plans to add this functionality.
Groups cannot be deleted
Hi all We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
How can you edit the Dueby Date Request creation template?
I want to be able to edit the DueBy Date while creating the ticket.
drop down menus in 8111
since the upgrade to 8111 users with ie9 and chrome are displaying the menus in plain text and hard to click on the buttons.. with ie8 it it displays fine. anyone else having similar issues?
asset workstation reconcilation
Hello, I want to raise a problem I'm encountering, trying to reconcile software licenses coming from the POs with the softwares scanned by the application. When I select the reconcile option from the PO actions menu, the window pop up telling me that there's no workstation to select, even if there are hundreds of them, including the ones where those software are installed. could it be related to the site configuration? the site configuration has been changed a little and I suppose it can be involved
Groups cannot be deleted
We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
Can we reply to user without using @ mail system?
I have installed the latest version of manage engine free edition. And also 1 requester is created. After creating a requester,the requester was able to send a request to administrator. When I tried to reply the ticket,it asked me to reply the mail with @ email format. Can I reply without @ mail format and putting specific name like "Tony" and reply directly to the requester?
Conversations and the NotificationContent table
I need to build a summary of requests with all details and contact associated for that job. I am building a report of a list of outstanding (open & on hold) requests with: Technician assigned to, requested by, time& date logged, request description and subject, work log technician, worklog description and time, conversation summary and description. I just cant find out how to join to the table [NotificationContent] which I beleive hold the coversation descriptions. Can any one help me out?
drop down menus in 8111 - servicedesk
since the upgrade to 8111 some users with internet exporer 9 and chrome are displaying the drop down menus in text. anyone experienced this? in ie8 the drop downs look fine.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like to make it send email to inform user that who is your ticket owner. Please adivce.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like make it send email to user for inform them that who is his/her ticket owner.
Helpdesk - Notification Rules (Custom Fields?)
Hello, I’m attempting to customize the “Helpdesk - Notification Rules.” In the option for “Acknowledge requester by e-mail when the request is closed,” I’d like to know if it’s possible to add a custom field (in the Service Desk/Ticket itself) in the e-mailed request. So, instead of just the predefined fields ($Category, $CreatedBy, etc), can a custom “Service Field” from the Service Catalog be added to the “Notification Rules” e-mails? (And if so, what are these fields named?) Thanks in
Turn off Asset Tracking in Purchase Order module
Is there any way to turn off Asset tracking in the purchase order module? We just want to use PO for the tracking of what items have been ordered, and when they came in.
servicedesk 8112 hotfix failed
last friday we upgraded from 8027 to 8111 with no issues. today we noticed 8112 (hotfix for search issue), decided to apply it but the upgrade failed and my options were to restore from backup. i'm currently restoring back to 8111 (hopefully it works), but what log files are needed for you guys so the error can be fixed? thanks
Delete all the departments
Hello, i was wondering how can i delete all the department names The problem that i have some that are in grey and are being use by another module. I want to delete them so i can import the new and improved AD. Is there a problem? this deletion will affect something? Thanks! Andrei
Report Needed - Average Time to Close Ticket by Month by Request Type
Need some help in producing a new query report for Average Time to Close tickets by Month and by Request Type.
export requesters
hello i need to export the requester list from SD+ with all the information they have (id, department, phone, site,.....)
Ability to show planned maintenance on TV/Wallboards.
One of the things we would find really useful would be to be able to goto a URL which doesn't require login which then displays a list of planned service maintenance activities due to be carried out that day/week. Within our business we're now using TV screens around the company to update staff, and we currently have to do this manually
WorkLog Customization
Hi there, I am wanting to customize and change the some of the fields in the Add Work Log screen and increase the default size of the Description text box to atleast 3 times its size by default. I want to remove the following fields completely: "Technician's Cost per hour ($) "incident Cost ($) Can anyone please assist. Cheers. Tony.
Leave type schedule for approval tickets
Dear all There is a question That I have Technician A is on leave for example for one week and there are some tickets which come to him. I set the leave time and Backup Technician during those days for him but there are some tickets which require his approval to send to the respective technician. With this configuration those ticket remains in Technician A' list which I don't want Could you please tell me What should I do to not to do it manually? Regards Negin
What are the difference between CMDB and Asset management ?
Hello, Is there any relation between Products and CI Types (on CMDB) ? When I need to add a new asset (a printer for example), where should I go ? Should I need to create a new Product and then create a new asset of this product ? Or should I need to create a new CI from CMDB ? My version is 8.1.0 Thank you.
Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality. I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response. Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field? Also, because of the above I have put in the spam filter in the Mail Server
business rule data model
is it possible to get the data model for the business rules, I mean, the tables where the sql query is stored to check if a request match with the criteria specified in the business rule definition I've discovered so far rule_selectquery rule_wofield rule_wostate ruledefinition rules but not the query definition to trigger the action defined in a BR thanks in advance
Selective notifications to requesters on SDP 8.1
Is it possible to configure selective notification in SDP 8.1? For example: Set a business rule to the arrival of an email. I need to create the ticket but do not send notification to the applicant and also send notification of closure or resolution. Note: It is only for a particular applicant, for all other applicants are kept all notifications. Thank you very much, Mauricio
requests not pulling data
requests not pulling Data for some technicans
Request has 2 different request numbers
A request was set up with one number, and email reply within system came back with a different number. Please investigate and advise.
Access to a Technician's tickets
Hi. Just saw behavior in SDP that leads me to believe that when a technician is demoted to a standard requester, they can no longer see tickets that they generated as a technician. Can anyone corroborate this, and if it's true how can the issue be rectified? I'd like to change a technician into a requester, but I want them to be able to see all the tickets they created as a technician. Thanks
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