Ticket Not Reopening from Hold
We have had several tickets that are placed "On Hold" because I'm waiting for a response from one of my colleagues. If a requester or someone outside our domain emails to that ticket the ticket automatically switches to "Open" however when an email comes from one of my colleagues (an internal address) it does not however if I respond to the ticket it will switch to open. I went as far as to add a business rule to state if the ticket is updated by an email with our domain to set it to open. Once again
Where are the additional fields ?!?!
I'm trying to create a new report using queries but Iam stuck ... in which table the servicedesk store the additional fields informations ?? I found one table. ServiceCatalog_Fields but I only got the weird names such as GUDF_CHAR16 !!! How the servicedesk knows that GUDF_CHAR16 is the additional field X or Y ?????
Workstations did not add to assets after domain scan
Hi! I got some question about domain scan in SDP. We're trying to scan a domain (~2000 workstations) but just a little part of it (~500) was added to assets. These ws's run correct agent and are online (checked more than once) and the most curious thing is that there is no error about these ws's (~1500) that haven't been added. I checked server logs and found that these ws's probably have some problems with scanned data: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME
Timer for unassigned tickets in a group
I was wondering if anyone knew of a way to change the timer for the alert "Alert group members by e-mail when a request is left unpicked in a group." Currently it takes 3 minutes for the system to send out an email to the Technicians stating that a ticket has yet to be picked up. Currently there is only one group it is applied to and we do not have any SLAs set up, nor do we need any. If someone has any ideas on how to change some of these timer settings, please let me know. Thank You, -Trevor
Task Notification to Task Owner
Good Day! Would just like to ask if it's possible to automate the task notification to the task owner whenever they have missed the first notification? Appreciate feedback. Thanks & Regards, Donnie
error in bulk ticket editing - cannot select support group
please check, why it is not possible to select group (dropdown list is blank) when making bulk update of tickets via Requests modeule: "Actions" (drop down) > "Edit Request" FYI: we have discovered that when "Site" is "leave as is" then "Group" drop downis blank, if you select anything in 'Site" drop down, then the full list fo all active support groups is loaded into "Group" drop down list. why "Group" depends on "Site", this is not needed. /mar
Service Request Approval - automation of sending email notofication to the approver.
Hi, Would like to ask if it's possible and how can we automate the sending of email notification (approval link) of the service request to the assigned approver whenever they missed/overlooked the first notification alert. Let's say automate it at least once a day. Appreciate response. Thanks, Donnie
Purchase approval levels
Is it possible to rename the approval levels in PO's e.g. Level 1 = manager level 2 -= Director Level 3 = VP
How to add MS SQL or Oracle instance software in CMDB
Hi, I want to add my Oracle or MS SQL instance to CMDB with import from CSV, but I can't find it in import -> CI type. Also I want to add Oracle or MS SQL instance as manually, I see a software field that is mandatory and it's empty like this: What should I do? How to add database instance in CMDB?
API Robo Technician
Hello We are connecting request forms on our Sharepoint Intranet to ServiceDeskPro using the built-in API's in SD. Currently, we have created a "dummy" technician as SDAdmin and created an API key. This solution is taking up a license for a technician. We do currently not have any license for Robo Technician. I would like to ask if Robo Technician could be used for this task instead? Regards, Annfinn
When Changing the Database to MSSQL SDP throws an error- Login failed for the database.
hi, I am trying to change the database to MSSQL but I am getting error when I test the connection "Login Failed". I have created a windows account and given the role of Sysadmin, DC Creator, BulkAdmin, etc. I am able to login to the MSSQL studio and able to create Database successfully but from the application it is showing error"Login Faied". Please advice.
Notifications
Hello, I was wondering if there is another way to receive notifications regarding an update of something (e.g. a task that is assigned to someone under a project is updated by them, but they want you to know of it) other than receiving an email? A good example would be if it appears somewhere in your dashboard that you have pending updates to be read, instead of having it get mixed in with every other email notification that comes into your inbox from ServiceDeskPlus.
AD import causes out of memory error
We schedule an AD import every couple of days, and each time it runs the RAM amount used by SQLSERVR.EXE increases, which the first couple of times it runs is fine, but then the next one causes an SDPCrash outofmemory error. is there any way to prevent this?
Add Clone to business rules
I would like to add a clone feature to business rules. Currently I am building a lot of rules and just a few of the items need to change. I would like to see a clone feature so I can copy all the fields and make changes to specific fields that I need to change within the new business rule.
any way to update active directory using .Net?
Hello I wanted to know is there any way we can update active directory user details from sql server using vb.net or asp.net? If yes can i have some example links please Thanks I didn't find the right solution from the internet. References https://forums.asp.net/t/2099106.aspx?any+way+to+update+active+directory+using+Net+ 3D Life Insurance Video Examples
Auto assigning to a technician?
Hey everyone, Quick question for you. Is there any way for a ticket to auto assign to a certain technician when the user selects a certain category? For example, I have it set in the categories to where all IT related issues are supposed to auto assign to me. I've noticed though that when selecting the category for IT related issues it doesn't do anything with the Technician field. I'm just curious if there's a way for that to happen or not. Worst case scenario we can leave it blank and then assign
Email fetching
Hello, We are using email fetching to get all our 1st level tickets automatically imported in to SD. Today these email are created based on an Incident template. Most of our e-mails and tickets are "request for service". Is it possible to configure SD to create RFS instead of Incidents? regards, Annfinn
[ServiceDesk Plus] How can we MANUALLY send portal login details to requester.
Hi, On ServiceDesk Plus, how can we MANUALLY send portal login details to all the requesters. Thanks, Pankaj Sain
email Specefic User While Open a New Request
Dears , Is it Possible that when opening , updating or Resolving request to automatically notify a specific User . Thank You
ServiceDesk not work
Good Morning. For maintenance work, I had to restart the server. Once the server is restarted, the Servicedesk has stopped working. When I run the following command changeDBServer.bat and click on Test and Save, the screens that I attach are displayed.
Neither can backup nor install version 9002
Please can you help me?
Thank you very much and I'm sorry for the inconvenience.
Best regards
José Rodríguez
database tips
hi, I need the command to access the database also the steps to change the port on the DB and if you need to create a new DB to change the port. And how you create the new database? thanks
ServiceDesk Plus 9306 Released
Dear Users, SDP 9306 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9306 SDF-65096 : You can now share a Request with Technicians and Requesters from the Request Details page. Requests can be shared with all technicians or technicians of selected support groups and departments Can be shared with all Requesters or Requesters of certain sites. New filters like Pending Request shared with me and Requests
Status updated by system
Hi, Sometimes we are observing that the support ticket is getting updated by system to any technician. What could be the reason behind this. Thanks and Regards Raja Chaudhuri
Form Templates?
Hey everyone, My hospital is in the process of switching over to ManageEngine and I had a quick question. I am working on setting up the incident templates. What I am wondering is if there is a way to set the templates to be in a form instead of being sent through email? Basically we want a way of tracking them and creating reports if possible. This may be a weird question but I want to see if it's even possible to create these types of forms or not? Any help would be greatly appreciated as they
2 emails addresses
Hi all Struggling to setup incoming requests from 2 emails addresses. I have the mailbox configured for incoming (it-helpdesk@domain.com) and emails are flowing in. I have a group setup called EPR that has EPR@domain.com set as the email address and that email address is set as an alias on the it-helpdesk mailbox. problem is, the technicians assigned to the group are not receiving notice of a request? Any help? Wayne
Email Fetch does NOT create ticket
Good day, Our Service Desk Plus implementation deletes the email from the mailbox but does not create a corresponding ticket. How do we fix this?
Merging Ticket question...
Is there a way to mark the "Parent" ticket when merging, or is it only to the older ticket number? If the Parent can be chosen I don't see where.
Include Reason Field in Notifications of edited Request
Hello I made an upgrade from 9228 to 9307 today. Now it is possible to activate for the requesters to edit their incidents. Great! Thanks for that! The requester has to fill in the field 'Reason' to update the request. What is the field name which I can select in the notification rules to include this reason in the email to the technician? Regards, Markus
Sending replys and other issues
Recently I have noticed that replies sent from SDP don't always send. I type the response hit send, the request refreshes and no reply has been sent. No error message appears, the reply is just not sent. I then have to send an email from my Outlook client to get the reply out to the user. I have also noticed that when adding a resolution to a ticket and hitting the save button an error appears which i have attached.
LDAP Sync is creating duplicate accounts
I have LDAP working in the ServiceDesk Plus software and has been working great. My struggle is that I have to manually sync LDAP accounts regularly. In the Active Directory module, there is an option to "Sync" Active Director or LDAP accounts every 1 day. I discovered if I use FireFox, I can check this box and save it. The problem is when it runs, it creates a duplicate account for all records. I believe this is related to Active directory creating the domain attached to the username, while LDAP
Widget - Projects
I would like to have a widget that shows open projects in a pie chart by tech or department. I have no idea how to do this, help please. Thanks
API Cross domain use
So I'm using the following code to try and use the apis But get No 'Access-Control-Allow-Origin' header is present on the requested resource. my build is 9.2 Build 9218 $.ajax( { url: "http://**********:******/sdpapi/request?TECHNICIAN_KEY=******************", method: "POST", data: data, dataType: 'jsonp', // jsonpCallback: 'SCPRESPONSE', success: function(reply) { console.log(reply); }, error: function(xhr,reply,error) {
changedbserver.bat changin instance/hostname
I'm trying to migrate our SDP install to our 2016 Availability Group cluster. When inputting the AG listener name (which is essentially the cluster name) the changedbserver.bat utility keeps reverting the name back to the host name. Is there a way to manually enter this information into a configuration file? So for instance the details are: AG Group Listener = AG-ISTInternal Primary Host = SQL-PRD-V05 Secondary Host = SQL-PRD-V06 All applications must point to the AG Listener in order for the AG
Fields Validation in closing
Dear Sir, in the current system you can add the field which you want to validate in closing the ticket for all templates, can we do that according to the template it self. Regards
Parent and child incidents
Why the parent ticket can only have 15 child incidents:
Creating a Field & Form Rule that assigns a 'Due by Date' to Tasks
Hi, I am attempting to create an On Form Load rule that would assign a specific due date to a certain task. I realise there is due by date method, but I can't see how to get it to assign the due by date to a task. Could someone please advise whether this is possible, and how I would do this? Thanks for your help
Purchase Management
Hi Support, I can see overdue purchase items on my dashboard but when i click on the items , it takes me to the purchase module-Overdue PRs and there is no data; didnt even get a notification on overdue PRs yet i got at requesting. Please advise Kind Regards, Richard
Asset scanning
Dear Team I face a recurring problem while scanning assets. The best method to scan asset is using the agent . But the pb with agent is when we do scan now it always fails and give the error message machine is not available . When I have developed agent on server and VM than how to get them to scan regularly at predefine time . If I use AD scan all unnecessary detail are scan. Do you have a way to check why scan now fails. Regards Manish
Custom service catalogue field through to report
Hi There, I have created a new custom field named 'substatus' (UDF_CHAR3) which I need to add to an existing report. How do I go about this? Rhian
REST API - GET_REQUESTS
Is there a way to pull all detail information from the GET_REQUESTS operation? Am trying to pull all information for input into our BI and need to gather all available request data in one pull as opposed to getting a list with one query and querying each individual ticket. Thanks...
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