Change the Font Color and make it bold in an incident template
How do I change the text color in my service desk templates. I know how to change the background color but I would also like to be able to change the text colors and maybe also make them bold.
Need of the report showing differnet influx
SD plus build 9408 Database is MSSQL Hello can someone please help m e with follwoing query? I looked and tried different scripts but could not locate the right thing. I'm in a need of report that would show the times when tickets are picked by technician by hour Mon- Fri and also a volume of the tickets in this interval : 07 Am - 3 PM // 3 pm - 12 am // 12 am - 7am We do not have shifts and we are 24 hrs shop 5 days a week. It needs to include the group of Network Operations.
Contract Worflow? or Request Workflow?
We have been using manageengine to store our contracts over the year, but now we want to introduce some automation to our contract process. I can't seem to find any workflows for contracts. What i thought was a new contract could come in as a request and then have task associated for the appropriate parties to "approve" (basicly close their task). Once all the tasks are completed the Contract Manager would send it off to docusign for signature then upload the final in the HelpDesk, to complete the
Documents or Notes on Custom Triggers
Do anyone has some dsocuments or notes on Custom Triggers. How to setup? show to write small scripts?
Set Service SLA based on field selection
Hi, I am looking for a way of automatically setting the SLA for a service request depending on what the user selects on the template. We have a scenario where the lead time for resolution on a particular request could vary depending on what the scope of the request involves. I had assumed that I could control this via field and form rules but the control of the SLA is excluded from that unfortunately. I may be missing something obvious but any help would be much appreciated!
Is there anyway we can get an email notification when someone replies to a ticket?
I'm trying to make some changes & noticed that when someone responds on a ticket, we don't get an email notification which makes it hard to keep track.
Custom Reports Description field not available
Trying to create a Custom Report with the Description field. Even a truncated description field would be nice, to see what the service request was about. But 'Description' is not listed as an Available Column when selecting a column to display in my report. Is there another way to display a service request 'description' field in a report?
Change Management - Migrate To New Status
If a technician was to click on the link and change a status what actually happens? Is it just a request to a change manager or does it actually implement the proposed status?? How do we hide this if we don't want people clicking on it??
Onhold not reopening
I've recently been informed of a number of our tickets not changing from onhold to open when receiving email responses from anyone other than the requester. The email is received and added to the conversation history but the status remains onhold. Is this a known issue?
Important: SDP IOS Push Notification certificate has expired.
Dear User, ServiceDesk Plus IOS push notification certificate has expired. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of next hot-fix. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Notify Incharge of new ticket for their department?
I'm not sure why I am having so much difficulty with this, but after reviewing the documentation I am still unable to find a solution. Apologies in advance if this is an obvious configuration and I am just missing it somewhere! I am looking to notify a Requestor with the Departmental "incharge" role of all new work orders for their department when the default template is used. Can anyone help clarify for me? Business rules appear to only allow notification of technicians. Notification rules affect
Enterprise Service Management feature now in open beta!
After nearly a year in development, we are in the final stages of releasing our highly anticipated Enterprise Service Management feature for on-premises ServiceDesk Plus, and we need your help testing the beta version. A couple of things that you can do with ESM are: Create separate service desk instances for each business function such as HR, facilities, etc. Facilitate organized service delivery across your organization using code-free customizations and ITSM-based workflows. Maintain a single
Prevent bulk closing of ticket dependent on field value.
We have a scenario where we bulk close a number of requests that come through in a given month. The support is paid on a subscription, and we do not need to bill back for work logs / time spent on those requests. However, there are some instances where we need a request to get some special attention before close due to a licensing purchase. We have a custom field for number of licenses and license cost, but I would like to know if there is a way to basically have a bulk close operation stop, or ignored,
Add Operating System to Asset Report
Hello, How can I add OS to the following report? SELECT "resDept"."DEPTNAME" AS "Division", "resDept"."DEPTNAME" AS "Division", "ci"."CINAME" AS "CI Name", "citype"."TYPENAME" AS "CI Type", "cirest"."DISPLAYSTATE" AS "Asset State", "cires"."ASSETTAG" AS "Service Tag", "cicd"."COMPONENTNAME" AS "Product Name", "resUser"."FIRST_NAME" AS "User", "resFields"."UDF_CHAR1" AS "Building", "resFields"."UDF_CHAR2" AS "Room", "resFields"."UDF_DATE1" AS "Warranty Start Date", "cires"."WARRANTYEXPIRY" AS "Warranty
Thumbs Down - New Incident Template Layout
Hi SDP, This latest update is pretty crud. The new Incident Template layout is triggering my OCD in a big way, please tell me there is going to be a revision coming in shortly. We like straight lines and uniform templates in the IT world. On a good note, we like some of the extra features such as Radio and checkboxes, but find it a big shame that we can't apply them to pre-existing fields such as Category or Ticket Type. I've attached a screengrab of the template to better show you what i'm talking
Error upgrade from 9.4 B 9405 to Latest Version
Dears , I am facing Issue upgradind to latest Build Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319) at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Sending Notification Failed
For some reason we have been receiving the "Sending Notification Failed" message. We have created a folder call fix with "MailProcessor.fjar" file and restarted SDME service but still receiving message when try to reply to tickets. We have created a support file right after trying to reply to one of the tickets for further analysis. Thank you,
Tech Auto Assign when on Leave
Is there a way to stop tickets being assigned to a technician who is on leave? I understand its base dn the due by date. can we have it based on the response by date?
Importing CSV Files to Update Product in Asset Management
Good morning we have multiple vendors where their prices changes on a weekly basis. We get a CSV file with the correct price changes but we are having to enter the changes manually. Is there a way to import directly to the product tab and update automatically?
Exchange 2010 and Service Desk mail fetching
We have bought Service Desk plus (on-Prem) and I can not figure out how to configure email fetching from our exchange 2010 servers I keep getting FAILURE :E-mail settings saved successfully. But an error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Requester Conversation replies don't contain previous messages
When I send a message to a user via requester conversation, and vis versa, I'd like to make it so the previous messages in the chain show up in each reply. When I send a message to a user via requester conversation after they submit a ticket, sometimes they forget what they sent in so they get confused. Just so it's clear, if a user sends in a ticket saying "I need help with setting up my email signature", I reply via helpdesk saying "Here is a user guide that will walk you through how to do this"
Purchase notification rules
Hello, Please advise why we can not add the PR title/Subject in the email notifications ..?
Create new case upon another case due date
Hi! I wonder if it is possible to create a new case when the due date of another case has been reached. We are trying to find a easy way to deliver and retrieve licenses to our users The scenario is this: A user creates a new case where he sets the start and stop date of the period when he's in need of the license. A technician picks up the case and gives the user the requested license, and therefor markes the case as solved. When the due date of the requested period has come another case should
Where is Service Owner defined in Service desk Plus
Where is Service Owner defined in Service desk Plus
SDP won't start
Getting the following error when starting via cmd line from Manageengine\ServiceDesk\bin... Error Occurred during initialization of VM Could not reserve enough space for object heap Error: could not create the java virtual machine Error: a fatal exception has occurred. Program will exit Installation environement: Host: VMWare v6.5 Operating System: Server 2012 with 8GB RAM SDP Version: 9408 Architecture: 32 bit version
Service Catalogue Usage
Hi, Is it possible to see a report of how often and when the template in the service catalogue were last used and by who? I am looking to tidy up out Manage Engine Servicedesk Plus so need to know what has been used when. Thanks Josh
Performance tuning
Would like some guide on how to do performance tuning on ServiceDesk running on a Linux environment with PostgreSQL database. Cannot find much information at http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html
Java Heap space error when upgrading from 9400 to 9424
My upgrade is failing after the backup step when going from 9400 to 9424. This is extremely frustrating. The error is as follows: Oct 24, 2018 2:54:14 PM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERRUnexpected Error. Please click View Log>> for more detailsjava.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
ServiceDesk Plus 9424 Released
Dear Users, SDP 9424 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change in 9424 SD-71761 : Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default. You can revert to the old behavior by setting the
Incident/Service Additional Fields
Is there anyway to populate these fields with data using .csv files? Or any other method possible rather than having to manually input data into them? An SQL Input into the table?
Configuring Request Templates
I was about to start trying to configure the request templates to remove the boxes that we don't need when I saw a similar post, the reply to which was that the default templates are being changed in the current beta version. I took a look at it online and it looks like ManageEngine are removing some of these same boxes. As I don't want to waste time editing templates that ME are going to change anyway is there any indication of when this beta will become a release version.
Unable to assign technician to a request
When we assign a technician to a request, after clicking Update request the technician field is still saying Not Assigned. We had with the issue with 9421 and we have just updated to 9423 and we are still seeing the same issue.
Images in Worklogs
Hi, It would be handy if you were able to paste an image directly into the Worklog of an SR. Is this something that has been raised previously?
After upgrade to 21 I am unable to send emails through ticket system
After upgrade to 21 I am unable to send emails through ticket system, error log is: Caused by: javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client at com.sun.mail.smtp.SMTPTransport.authenticate(SMTPTransport.java:829) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:730) at javax.mail.Service.connect(Service.java:388) at javax.mail.Service.connect(Service.java:246) at javax.mail.Service.connect(Service.java:195) at javax.mail.Transport.send0(Transport.java:254)
Can't reply back to requester (Mail to Requester)
Hi. We have recently moved to GMail and I am having issues. A requester can email helpdesk and it will show up on the dashboard. But the technician can't reply back to the requester, I get a "Sending notification failed" message. Any help will be appreciated. Thank Roohul Please help.
api json or urlencoded
I've got big issues getting SDP integrations to work and have found out that i can't send content-type: application/json. When i change to content-type: urlencoded things work better but then we have to filter out important data. I've got a json string with extracted data from our monitoring system and i have tested it in a json verifyer with success but SDP just fail to receive it. Does anyone else have the same experience as i do.
ServiceDesk Plus 9425 Released
Dear Users, SDP 9425 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability SD-61216 : Cross site scripting vulnerability in change password. SD-73218 : Information disclosure vulnerability in Contact Support section under Help. SD-73219 : Cross site scripting vulnerabilities in Language section of the Personalization menu. SD-73928 : XSS vulnerability in Personalization menu. SD-73929 : XSS vulnerability in
Report for Resolved Calls
We are trying to get some statistics for number of closed calls per engineer but it seems that if the Engineer was not assigned to the call at time of closure then the stat does not show in the report. Can we have a report that shows number of resolved calls and who resolved them? Whether they are assigned to the call or not.
Change Management
Under each phase in change mgmt you add information I.e. under planning you can add Downtime and under Implementation phase I.e. Tasks. I can't find any template or where to change/remove/add this information under Admin module? Kind regards Thomas
Failed to send notification
I am currently stuck on Build 9415 as any future update seems to break the sending of notifications. I noticed in 1 of the patches it said it fixed the issue when Office 365 was involved, however I still have the issue. I apply each patch in the hope that i'll be able to send notifications after the update, but it keeps failing so I keep reverting to my previous VM snapshot so I can work again. I'm only a free user so unable to use the support feature in ServiceDeskPlus so any assistance here would
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