First Time Response in business hours
Good afternoon, I am considering migrating to servicedesk plus due to the possibility of setting up business hours, but I have not found a report that can inform me the average time of the first response and close time, based on business hours. Is there such a report? Is it possible to develop one?
Mail fetching with IMAPs not working, Exception while trying to open folder. A3 NO Server Unavailable. 15
ServiceDesk Plus 9.3 Build 9308 on Windows 2012 R2 External MSSQL Database Exchange 2013 Version 15.0 (Build 913.22) Same network (no firewall) Can telnet to all ports without issues Can send mail via telnet (but sending is not the issue) System Log Message: Exception while trying to open folder. Probable Cause: A3 NO Server Unavailable. 15 now new errors appeared: System Log Message: Exception while connecting to store. Probable Cause: Connection refused: connect We have tried everything! almost
Status - Business Rule and SMS/Email templates
I could really use Request Status as a triggered field on business rules I also really could use Request Status as one of the variables for the SMS and Email templates found on the business rules. I have been asked to generate emails and SMS updates for Priority 1 tickets. The lack of Request status as a content variable on the email / sms templates as well as request status not being listed as a field a business rule can trigger on is making this very problematic. Thanks for your consideration
ServiceDesk Plus Frequent Crashes/Unresponsiveness with latest upgrade.
We've experienced this issue with prior upgrades and support has requested we send logs each time which we've done. I do not believe anything has been done to address the issue but we sorely need it corrected for our users. Version 9.3 Build 9308.
Problem with the Servicedesk+ App for IPhone and Android.
Hello together We have a Problem with the Servicedesk+ App for IPhone and Android. The Problem is that we can only opening our Incidents but not our Tasks and approval. On my IPhone i have the following Error Message: Request failed unauthorized (401) On the Android Phone we become only a message with ERROR. I have Admin rights in Servicedesk+. What can we do to solve the problem? Thank you and kind regards
X-msg: Non-secure form (Approval)
Just started receiving messages from users whom are attempting to approve a request. They are able to open the approval link but are unable to save their action. We do have a https redirect configured through our load balancer so all http links get re-routed as https. Tried using incognito mode and safari/chrome to test but receive similar error messages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
How to hide 2 HTML elements in Request form?
Dears, We are facing an internal security concern that requests us to hide the 2 HTML elements highlighted below from all the forms. We would need those tags to be removed from all pages where they exist. How can we achieve this? Thanks in advance for your support. Thanks, JS
Modify Change Control ID
Is there a way to change the Change Control ID to start at a specific number? I found the way for Requests but not for Changes. MSSQL http://kbase.servicedeskplusmsp.com/faq/requests/i-want-all-requests-in-my-application-to-start-from-request-id-19001-instead-of-default-request-ids-assigned-by-servicedesk-plus-msp-how-do-i-change-the-request-id-number.html
Assign Error
Hello, After upgrading to 9300 we are facing some issues in ME SD plus. Now not showing the default request portion in Incident template field. And now we cannot assign technician from inside a request. Can you help me to resolve this issue. Thanks and regards, Haris.
KB Query Report
Dears , i Need a Query Report showing all KB installed on All Assests , I am Using Latest Version & MSSQL 2008. Thank You
Help with Field dependencies on Incident templates.
Hi, hope someone can help me. I've created an additional Incident field which has a list of 4 values. I've created a test template which includes this additional field: What I'm trying to do is set a dependancy so that the contents of this list changes depending on the choices made in the Subcategory and Item fields I've been reading up on this, and it seems to be possible by executing a script on load. I'm following "Case 1" on the following page - https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/field-form-rules-usecases.html
Set all fields required for resolution on resolution
For systems with large numbers of incoming tickets it would be extremely valuable if there was a way to "bulk resolve" a set of tickets (e.g. automated alerts). We can currently bulk close from the requests page but that requires all mandatory fields to be set so it's basically pointless. Two potential workflows I'd suggest: 1. If you bulk close tickets which require fields to be set then a screen pops up with those fields on it and forces you to set them to close the ticket 2. New bulk resolve option
Search Option for Requesters
Good day, The Technicians has the possibility to do searches into the Requests: Technician View The question is: ¿Is it possible to activate this Search feature for Requesters? (in order to enable the requesters to search into their requests) Thank you.
The request was rejected by the http filter
Hi, We are facing an issue when some users (not all) try to create a new request. When they click on 'save' they get the error message 'The request was rejected by the http filter. contact the server administrator'. Then we tested the same from the server using the same requester login and it was successful. I reviewed the serverout0.txt and found the error with the message 'The timeout may have occurred due to internet congestion'. We determined that the error is due to the internet connection.
Email Notification not send after creating new request
Hi, I am creating request in service desk plus 9.3 Build 9302 with postgre data base. It was working before fine but i restart the server after that it stop sending notifications. My outgoing server settings smarthost , smtp and port 25. Request create in service desk but couldnt send notification to technisions. Thanks Fariha
Error message
Hey The attached has just started to appear at the bottom of all incidents... Any idea?
Uninstalling service packs
Hello! How we can uninstall service packs? Uninstall button in updatemanager.bat script is not working. After some updates we want return to previos build.
Can Requesters Close their Own Tickets
When a user opens up a service ticket, is there an option which I can set that will allow the requester to close their own ticket? In the case that they resolve the issue on their own it would be nice if they choose to close their ticket. Thanks
Auto Login
Not sure what happen to the auto login feature. I would like this fix. Requester are seeing this. Version: 9308
Prevent completing implementation phase when tasks are to be done
In the Change Control Module, is there a way to prevent users from clicking Complete during the implementation phase when there are tasks to be completed yet?
Error from SMS notification Settings
Dear Team, Please note that I am getting an error from Google Chrome when clicked on SMS Notification Settings from Admin panel. I have tried restarting the services and clearing the cache from the browser. Error: The page you requested does not exist. Help! =Shaheed=
Report showing Business rules activity
Is there a way to report on the activity of business rules? As we automate and set up business rules, we want to track all tickets for the previous months, and which one has a business rule modify them. If possible, it would be great to identify which business rule triggered. We are using the latest version of ServiceDesk with MSSQL database. Thank you.
New Incidents associated to the Prroblem
If the new created problem will take time to resolve ,how about the SLA of those New issue associated to this Problem? what is the best practice that the SLA for the New Incident tickets will not be violated?
Ability to utilize Closure Codes when marking request as Resolved?
We have set up Request Closure Codes so that we can track, for instance, duplicate incidents, incidents that Technicians are unable to reproduce, requests that are not approved, requests that are resolved/fulfilled, etc. But we'd also like to have Technicians mark requests as "Resolved" so that the original Requester will actually close the requests, signifying their agreement with the Technicians' closure code selection. It appears that Closure Codes are available when a Technician "closes" a request,
Upgrade Service Desk Postgres to SQL
I need to schedule an appointment to have someone upgrade my Service Desk from Postgre to Microsoft SQL.
One user two entries as Technician in dropdown
I have one user that is showing up twice in the dropdown as a technician, but when I look in the admin tab, he is only showing once. We are on Version 9.3 Build 9308. He is also not receiving emails.
Mail Fetching Rules no longer working after 9307 and 9308 upgrade
I upgraded last week to 9307 - I have just had new calls logged from out of office replies - I had previously had these set not to log a new request for automatic replies. so I have now upgraded to 9308 and the issue still exists - all the rules I had created have disappeared and nothing is listed. if I go into Mail Server Settings > scroll down to Spam Filter - I select the following criteria: "subject" Begins with or even Contains - I then try to select Choose to allow me to type the words, but
XLSM attachment problem
If we attach an XLSM file to a ticket, we get the following message in Excel when trying to open it afterwards: "We found a problem with some content in 'FILENAME'. Do you want us to try to recover as much as we can? if I click YES: Excel completed file level validation and repair. Some parts of this workbook may have been repaired or discarded. Replaced Part: /xl/worksheets/sheet1.xml part with XML error. Whitespace expected. Line 2, column 796718. The first tab in the excel which contains data
Issue with global search and top menu in ServiceDesk Plus 9308
Mouse click on (Requests) at the top menu do not become showed reversed and keept marked when Norwegian language is selected. (Ok in other languages). The other choises becomes reversed background (Problems/Changes/prosjects) when selected with mouse clicks as they should. If we fill in sometig in the search field at the top and press Enter, the view changes always to "solutions" (in Norwegian this is named: "Kunnskapsdatabase"). The search function works fine if selected language is an other than
Include 'history' & other info in asset searches
Hi Any chance you could improve the asset search to look through all related information? At the moment if I search on a requester's name in assets it brings back the assets currently associated with them. Quite often I'd like to know which assets a given requester has had in the past. At the moment the only thing you can do is make educated guesses, opening each asset and checking the history until you hopefully find the one you want. Many thanks, Paul
Notes
Is there a way to prevent the requester from adding a note?
Single Head Department approver in multi sites ( or Whole Organization) for service request
Hi, I have two sites and every site has their departments and every department has it's head department, but some department expanded in whole organization. For example, there is a Financial department that shared or expand in SITE A and SITE B. This department has a Head Department that exist in SITE A. Now I want to design a service catalog that need to approve head department. But because of that Financial Head Department exist in SITE A and not exist in SITE B, Financial Department in SITE
"Hold on" requests is not open in planned time.
Hello! We often use "hold on" requests. It`s very comfortable. And we use "The planned changes to the state". But it is not work at last time :( For example, request should open at 13:00 17/02/2017, but right now 13:10 and request still "hold on". And thats happen really often, with all requests. I think it happened after update to 9.3.0. Right now we use 9.3.0.1
Merge requester accounts
Having been using LDAP lookups historically, many users have ended up with multiple accounts. I guess that they have first attempted to login with their username, and an LDAP lookup has verified their details and created an account. Subsequently they have tried to log in with an email address (as username) and again LDAP has verified their details, and created another account. We also have examples where users have changed names, and have ended up creating multiple accounts too (some as many as 4
Survey Comment
Would like to have an option for an open text entry for requesters that receive surveys.
See parent request of task that request not assign to technician not permission to see it
Hi, In our organization, we would like to give full overview of all tickets only to the Service Desk support group - 1st Level support. Some times we need to create task and assign it to another technicians support group. Other support group just see their own request that assign to them. When ServiceDesk group assign request's task to another technician group, they can't see parent request of task. What should I do to solve this? As matter of fact, other technician will need to see all the information
Mandated fields not required prior to saving incident
Earlier today, one of our Technicians was able to create an incident without populating the Impact, Urgency, or Service Category using the "Default Request" incident template despite all three of those fields being mandated for Technicians on that form. Later in the day, when editing the incident, she was required to set those fields before saving her update. Part of the request history is below, with lines showing Impact, Urgency, Service Category being changed from "None" to a value. (Priority
All about preventing erroneous sites from being created in SDP upon user sync/user import
I have a real challenge in that when on of my 85 technicians creates an AD Account and the site has a typo or is altogether incorrect, SDP creates a new site and if we don't catch it quickly, requests come in, are associated with those requests, and appear as being logged against UNKNOWN site and UNKNOWN region in our reporting. Then, after fixing the AD Account, we have to move the users to the correct site by hand. We have to search for an bulk edit any tickets generated to update the site, move
ServiceDesk Plus 9308 Released
Dear Users, SDP 9308 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
New Features in 9308
SDF-65900: Following enhancements have been made in SMS notification settings: Platform account support for Clickatell Option to modify SMS Gateway API URL from UI Unicode support for Site 24X7 SDF-66288: The following script methods have been supported in Field and Form Rules: $CS.getValue("REQUESTER.EMPLOYEEID"); $CS.getValue("REQUESTER.SITE");
Stop to select non-existent requester
Dear Support, When I create a new Request I have to fill the Requester Details form. Under it there is a "Name" parameter. We are using AD integration and select the requester name from the list the SDP offers. If our colleagues make a mistake and accidentally hit an enter without selecting the proper AD user they are able to record a ticket with a non-existent account that will be recorded to the requester database also. Because of this there is a lot of similar (an non-existent) requester in the
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