Boot Camp Apr '17 - Building intelligent forms
converting service to an incident
If I try to convert a Request to an Incident, the field Description will be delete. So all the text wrote from the user will be delete. Thanks Regards
Time-out
Dear, I am not sure there have any setting which related to "time-out" function For example, when I log in to service desk page, and haven't any action after a short period (e.g. 15 mins) there will have pop-out window which show you will be log-off after xxx mins Or, It will automatic log out, and I need to log in again if I need to use service desk plus again Could anyone can advise how can set this function Thanks and regards,
Recalculate processing time and reset SLA when request re-open
Dear experts, Now, SDP calculate processing time and alert violation requests by closed time subtract created time. I need to recalculate processing time equal resolved time subtract created time. And one more help, when request re-open i need reset SLA time.Many thanks. Regards, Tiep P
Allowing administrators to "View as"
Dear all, A "nice-to-have" feature would be to allow administrators to view Service Desk plus as any user's account. This would allow for several benefits: Troubleshoot more easily when there's a user that is not able to access a specific module or form; Audit the visibility of different people without logging into their account or doing remote access Allow for easier testing of new functionality being put in place I can expand more on this if necessary. Kind regards, JS
no reply template option anymore
Hi We are sing MSSQL version 9.3 build 9308. We can't see an option to change the reply template anymore. Has something changed in this new version?
Email all technicians at once.
Boss told me to Email all technicians through service desk and tell them to close their tickets. Is there a way to send a email to all at once somehow.
Get tech members of group via SQL
Hello! how can I get members of tech specs group via SQL query? thank you!
Scheduled Status Change build 9308
It seems after upgrading to build 9308, the schedule status change is not working again. I know this was an issue in an earlier build that was fixed recently, but seems it is broken again as our status changes are not occurring per the scheduled time set.
i cannot select incident template in request form.
incident template selection field is missing in request form.
Change - send notification
Hello, After upgrade SD+ from 9301 to 9307 we lost visual editor field Description in Change module (Changes -> choose change -> Actions -> Send notification). But In "Problem" module visual editor is working. How can I solve the problem?
Scheduling Report - Share to other Technician
Hello Partners, how can I share my scheduled reports for other technician ? Rgds Bart Warsaw/Poland LUXMED Company BUPA Group
Problem after update 9308
Hello, We have a problem after update 9308. On "Reply" window disappeared some fields "Title" and "Reply Template" Any ideas? Russian screen: English screen:
Run node.js script in custom trigger
Hi, I write a nodejs script that run on the SDP server (command line) with cmd /c node AddRequest.js but when I set it in custom trigger configuration, it doesn't run. I attached my node script to check it. Notice that I installed nodejs on SDP server. Thanks .
Increase Contents field in Solutions page
Is there a way to increase or allow the text field to be increased on demand in the solutions page for the contents field? It appears that Title, Keywords, and Comments can be expanded however this feature seems to be left out of what I would consider the most important field to actually have it.
Query Task linked WorkLog
Hello!, How to create query the task linked worklog the project module? Database : PGSQL Versión: SDP 9304 Many thanks!!.
Can't restore data (SDP 9237)
Hi Server A and server B have install postgres and sdp 9237. I have setup test server (Server B) and restore data from production server (Server A) but I can't restore and I found an error message like this: please check this problem. thank you very much.
HTTP to HTTPS
Hi I have followed these instructions to redirect HTTP to HTTPS: https://www.manageengine.com/products/service-desk/faq-general-modules.html But whenever I hit the HTTP site I just get a 404 error? Not sure what I have done wrong?
Ports for Remote Login to SDP
I was having an issue logging in to the SDP server on the local network. I could see the Login page and enter details but it would just say "Wrong User of Pass". I then turned off the firewall on the SDP Server completely and login would proceed. What ports are required for this as I dont want to leave the Firewall off completely. Thanks
Service not starting
The service starts and then after 5-10 seconds the service stops. The password is correct (Otherwise the service will not start). ManageEngine ADSelfService Plus <- Service stops ManageEngine ADManager Plus <- Running no issues. Event Log: The description for Event ID 100 from source ADSelfServicePlus cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local
Operation ADD_REQUEST is not supported
Hi I'm trying to add a service request using the Rest API but getting error I'm using a C# WinForms application and below is the url which gets generated for POST, I can very well get the data using GET_ALL operation but not able to create a service request. http://<mysdurl>:8081/sdpapi/requester/?TECHNICIAN_KEY=28B7FD10-C515-402F-8B24-FC90E919ECEE&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<Operation><Details><parameter><name>requesttemplate</name><value>Marketing Request Form</value></parameter><parameter><name>technician</name><value>Paritosh</value></parameter><parameter><name>level</name><value>Tier
How to escalate tickets
Hi, Silly question but I cant find a way to escalate the ticket.
E-mail Id(s) To Notify - Drop down Selections
We heavily use the E-mail Id(s) To Notify field when creating an incident or editing a request. However, it is very difficult to use as the search mechanism only attempts to match an email address of a requester and does not search other fields such as first or last name. Can this feature be updated to mimic the auto-suggest feature when completing the Requester Field? It would save my team a significant amount of time if the search was based on the requester's names rather than only their email
Upgrade from Build 8110
No one has done anything to our ServiceDesk Plus in regards to updates. I'm still running version 8.1.0 Build 8110. I know that you have to upgrade the version in order. What do I need to attempt to have our IT staff complete this? I have downloaded the 3 most recent versions, but I will assume that I am missing some and can;t go from 8110 directly to 9100. Thanks
Report Row Spacing Changed?
I'm moving reports from SDP 9218 to 9302 and noticed there seems to be a different in the row spacing for each item. See the photos below. I'm running the same query with each report, just on a different version. I think the reports we were getting looked much cleaner than having a bunch of empty white space. SDP 9218: SDP 9302: I don't believe it makes a difference, but the query i'm using is the following: SELECT projectdet.TITLE "Project Title", IsNull(Milestonedet.TITLE,'No Milestones Defined')
Report links show old server
Hello, We recently migrated our Servicedesk Plus install to a new server. Today I ran a Requests report. The links to the requests in the report pointed to the old server's URL/port. What can be done to update this?
Ticket Creation . . . oddity
Let's say I have three Support Groups: Group 1, Group 2 and Group 3 Technician 1 is a member of Group 1 and Group 2, but not a member of Group 3 Technician 1 takes a call from an end user. He knows that the ticket needs to be assigned to Group 3. He creates the ticket, and assigns it to Group 3. When he clicks "Add Request", he sees the error "Request does not fall under your permitted scope. So you are not authorized to update the same." and is given the options to "Go back and try again" or
How to hide Resource Info from requester view
Hi, How to hide Resource Info from requester view in service catalog template. I wanna to show resource info to technician, but I don't wanna to show resource info to requester. What should I do? Thanks
Roles - Remove Approver from SR
Hi I was just wondering in witch role the removal of Approver is avalibel. Is it only in SDAdmin or can I add that to a technician role as well? Br Anki
Upgrade SD plus from 9.2 9225 to 9228.
Hi, How do I upgrade to build 9228 or get the ppm file only for build 9228? We are currently on build 9.2 9225 and want to upgrade to build 9228 only. The Service Packs download page has only the link to download to upgrade to build 9300. Thanks, Arun
Certain Mandated Fields Are Not Being Required
I have the default request template show/hid/mandate/non-mandate based on what selections they choose for category and subcategory. When they select one of the categories the field forms mandates the subcategory, user name and user email. The last 2 Incident - Additional Fields. However when the user goes to save the ticket with all the required information filled in except those 3 it saves and does not require they be filled. I have attached 3 screen shots. 2 shows the required fields at submission
Notes Export / Report
I need a report that shows all notes, the author of the notes, date/time the note was entered, and what request the notes are associated with for all open requests. Our SDP environment is: Version: 9.1 Build: 9121 Database: PGSQL Can anyone out there help?
SDP will not start after reboot
I am normally very patient, but after several days of much trial and error, I am coming to the realization that we may never be able to migrate from build 9230. Before I can do that, I need a STABLE version of SDP running in DEV (if there is any such thing). To start, all I want to do is make a copy of my production database and bring it up in my development environment (Windows Server 2008 R2, 4 CPUs and 16GB RAM). After much trial and all error, I completely removed SDP from my development server,
Email Parser not working for non-technician user
This is a problem that appear a few weeks ago since it had been working fine from the beginning. We have created an OUtlook form for user to create Helpdesk request via email. We have also configured the email parser in HD to automatically assign a Request template to some type of request. In the last week that stop working for simple requester. I mmean by that if the requester is a HD technician the amil parser is working just fine but if the requester is not a technician the email parser is not
Pre-Defined Report
Hi, Can I change some filter criteria of a pre-defined reports, and save these changes for the next use, without redoing the criteria again? Thanks
Add Subscriptions to Contracts area
I would like to have in contracts a way to track software and cloud type subscriptions. I would like to see a but to add new subscription. This would have similar information as a contract but allow for a more defined information. Information would include: Registered Name Cost Number of years/months is the subscription cost monthly, yearly or per contract Check box if the subscription has a serial number that needs to be attached and another to add it to Software assets If the serial number is
ServiceDesk 9306 and loosing reply oir reqest with IE
Hi I see this issue as been addressed in the 9306 and we have upgraded to this version. However we still have getting occasional report that user has logged the incident/request but not saved. Also some occasion reply by technician is not saved as well. User is using IE11 and it randomly happening, Any idea?
Cannot add Attributes
Good day, I cannot add attributes in SDP 9303. When trying to add attributes in the Configuration Items Configuration Wizard I get a progress wheel that is stuck on "Processing"
Search shortcut on 9307
I was told that previously the "s" key was a shortcut to the Search menu. In 9307 it goes to SELECT TECHNICIAN Is there a new shortcut to jump to the search? Also, with the new RESOLUTION feature popping up the FCR box, It would be nice if the Comments could go straight into the resolution rather than having to potentially type it twice. But having this here has received positive feedback except for that. Thanks
SSO not working after login page change
Guys, we used index.htm as per procedure but we cant get the SSO not work. and we cant see the login.jsp file to check - we used index.htm as per procedure but it seems that there are some updates that doesn't work like when you added a domain in domain scan it does not appear on the option for domains. Now with the edited login page it stills goes to the login page even though the SSO is enabled - but if we revert if back to the default SSO works. Have someone experience the same issue? Regards,
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