Help with Custom Trigger to Change Incident Requester
Hello Could somebody help with me a Custom Trigger Script that will change requests received by email from USER1@ABC.COM to USER2@ABC.COM I do not see the option to this is in Business Rules otherwise it would be a lot more simple. Hope you are able to help!
Change Templates - Ability to standardize task list
We are wanting to utilize the change request module for new switch/server installs and would like to set the task lists much like we can with Project Templates. I understand that you can associate a project with a change, but there is no accounting for if the project was signed off on as being completed like the Change module provides. Edit: As an alternative, if tasks from any associated project were shown in the task list for the change (read-only), that would satisfy our needs as well.
How to make Site information visible to technicians
We support users across many offices and have setup a "Site" for each office. Is it possible for the technicians to make the Site details visible to the technicians? Specifically I would like them to view the address and phone numbers. Thanks Sal
Missing the Cisco Phone Credential
We have a need to scan our Cisco IP Phones into ManageEngine to track them as assets. In reading documentation, there should be a credential for Cisco phones called "Cisco Phone Credential" which uses the HTTP protocol.. We are using SDP 9.2.38 and do not see that credential in our credentials library. I also do not have the option to create a new credential using HTTP in our production environment. I installed a fresh copy of 9238 and I can see the cisco phone credential as the only credential
Assign Technician that replies to requests
In our usecase, Users enter a ticket by submitting an email to the email address assigned to ServiceDesk Plus. We have two technicians that are notified that a new ticket has been entered. When Technician A responds to the email, it appends the ticket with their response. I would like to configure SDP to assign the ticket to the responding technician. I have tried to configure this with business rules and auto-assign. Is there a trigger I can configure?
ServiceDesk and AD
Hi, We've been using ServiceDesk for years with local requester accounts, but are considering changing to importing our users from AD and enabling AD authentication. We already have locally created Departments and Sites. If I import the AD will our AD Departments also be imported over? Ultimately, we want new requesters and requesters who move locations to automatically get added to their correct department. Will enabling AD authentication provide that result? Thank you, Vicki
Change the Subject Tag for appending correspondence to Request
Hi Guys, I was wondering is it possible to Customize what the "trigger" or "tagline" is for SD+ to append correspondence to an existing ticket? For example, I believe the default one is ##RequestID## is it possible to change this so it includes an extra hashtag ###RequestID### or change the symbol altogether to say something like **RequestID** Reason is we have 2 (potentially 3 coming up) separate installs or instances of SD+ within our organisation who on occasion may need to correspond with each
Random errors in SDP
I have users that are reporting they get errors randomly while working in the system. They cant reproduce them on command, it seems to be throughout the day. I am at build 9304. Please see the attached errors and advise.
5000 tickets per day
Will the servicedesk system handle 5000 tickets per day (tickets are generated from 8:00 to 22:00) Tickets will be kept for around 13 months, so the system should allow to work with 1 430 000,00 tickets. Will the system be efficient with so much data? What hardware configuration is needed to install the application in the configuration as above Mrknow
Always show change module for requesters in specific user group
Hi, I'm evaluating the new update and are trying to activate so that the change module is always showing for a specific user group. How can I do that in below environment? Version 9.3 Build 9306 Database: PGSQL
Merge Requests
I understood there were 3 ways to merge a ticket, 1. Open an old ticket and merge it to a new one it takes the new ticket. 2. Open a new ticket and merge it to an old one it takes the old ticket. 3. Check the tickets from the requests tab view and merge, it takes the old ticket, with a proper warning. (I feel this is a correct behavior.) The behavior change confuses me. This would confuse any user I believe.
option to remove first response via note
Is there a way to remove this option?
Ticket re-open on reply from user
Hello! I am sure this must be a FAQ. Can someone tell me how to disable tickets being re-opened when a user replies to a ticket that has been set to resolved. The following option has already been set and it was working until a few days back Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." Thanks in advance! Rafeel
Not log out, after cloasing browser.
Dear support, I need to know, how i can enable automatic sign out, after cloasing web browser. I tried it on client machine, 1) log in under domain user, after closed browser, reopen browser and still connected to servicedesk. Please help to solve this issue. I need to sign out, after cloasing web browser. Thank you. Version: 9.3 Build 9307
Login Page option to prevent users from entering Email Address
I wanted to see if there was a way to enable a script on the login page that would prevent users from entering in an @ symbol and alerting that you can not use your email address to log into ServiceDesk Plus. Even if we have to put in a custom Javascript function. Roughly 60% of the communication from our employees that comes outside of the helpdesk is "I cannot log into the helpdesk with my SSO credentials." All of these cases to date have been the issue of a user trying to user the format: [usern@domain.com]
Report to calucalte average resoltion time
Hi all, im looking to build a report that shows the average time for resolving a ticket is this possible Thanks Database postgres Your Version : 9.3 Build 9304 Latest Version : 9.3 Build 9306 [Details]
Error report day off
Hi everyone! I tried all reports from https://forums.manageengine.com/topic/off-hours-report All of them is incorrect. I try to make little report, to understand how work "EXTRACT(hour FROM to_timestamp(createdtime/1000)::TIMESTAMP with time zone)" and i get some results: report: select longtodate(workorder.createdtime), workorderid, EXTRACT(hour FROM to_timestamp(createdtime/1000)::TIMESTAMP with time zone) as "HOUR" from workorder where createdtime >= <from_thisquarter> and createdtime <= <to_thisquarter>
Adding new assets by using the Vendor's Barcode
Will this functionality be added to the phone app? Could it be?
Merge request error after recovery from serious problem SDP+ 9303
A few days ago , my sdp+ can not work any more, the CPU load was very high, ereryone of us can't login SDP, So I uninstall it and reinstall a new one ,Restore data use the fullback-date that create by the SDP system 4 hours before it down. Then, the problem was coming： 1、I can't backup data use the script "backdata.bat" in [SDPHOME]\bin, the Key ponit in the log file show that:"Unable to get the data from [ServiceReq_605] table" 2、All technicians can't merge request ,the error message: FAILURE :Problem
Losing priorities
When a user creates a ticket, it is opened by default with normal priority. However, when a technician transfers this service to L2, the priority is being set from normal to none. How is this possible? By the way, with a non-priority ticket, it is not possible to calculate the due date, and thus, the ticket is lost in the system queue. Thanks.
tickets 'in-progress' not shown in stats or on dashboard
Hi, any way to also have those tickets shown in summaries? Bit annoying when you explicitly have to list 'in-progress' tickets to get an overview. Open and on-hold are already shown. THX
Auto Reply Message on Mailbox
Simple question here: We are shutting down SDP service for an extended period of time to do upgrade migration and database changes. If we set an auto-reply message on the mailbox that we are using for mail fetching while service is down, will we encounter any issues when we start SDP up again and restart mail fetching?
How can I send automated notification to Requester?
Hello all! New question from me again )). I have custom request status like "Refused" and default status "Onhold". I want to send an automatic notification to Requester when the status has been changed to one of these two statuses. In "Notification rules" I can't do it. The technician's comment on the change of status on "Onhold" is not mandatory and is not sent to the Requester. In "Form and Field rules" also no such function. Maybe I dig in wrong way? Thanks in advance for any help!
On Hond to Resolved
I have several times when a ticket is for all intents and purposes resolved but the user feels better if it's left open for a few days so they can "make sure" it's ok. When you edit a ticket and set the status to OnHold, you cannot choose resolved as the next status when the timer ends. I cannot set it as Resolved off the bat as the second they get the resolution email they immediately respond which re-opens the ticket. Suggestions?
Email response to tickets not threading
Hello all- We have a first response SLA setup, and techs must respond to tickets. This is done by hitting the 'reply' button on the ticket, and sending an email. Once the user receives this email, they will respond back. However, when they do, the chain is broken, and all communications go through just email, and do not appear on the ticket itself. To get responses to appear on the ticket (for records, etc), they'd have to go to the ticket, and respond there. Is there a way around this/to keep the
mail dialog in Servicedesk request
Hi. is it possible to add mails directly to a servicedesk request without opening the servicedesk application? I was thinking, if you are in the mail application (ie outlook), is it possible to cc servicedesk@domain and then the mail is automatically attached to the request. I have seen this functionality in other CMS systems, where you CC the CMS system, and you just have to make sure you have request number in the subject. Best regards thomas
Unable to scan assets
Hi I am struggling to run a scan on some of our computers on the network. All these computers are connected to the domain, they show up in AD, I am able to ping both name, FQDN and IP address from my computer but the scan fails. Could you advise if there is a log that I can view to identify what the issue is with these computers. All computers are Windows 7 devices. We are running 9.3 build 9304 Any advice or assistance is greatly appreciated Anna
Schedule Report Management
Hi Team, I would like to inquire how do I manage the schedule report because I've got to disable some schedule report but i don't wanna delete the report. I'm running on 9.0 Build 9035 Regards, Vincent
anyway to send an attachment file to an email on SDP?
Dear all, So i created a request catalog with an email field (mandatory field) and has an attach file field on SDP. The point is , in that request catalog, i wanted to send attachments as well. But when it sends the email, it only sends the description to the email but not the attached file. The attachment file is necessary (confidential document that is intended to be stored to sharepoint via the email). So my question is, is there anyway to send an attachment file to an email using request catalog(customized
Merge request failure after upgrade to 9212
Hi, We upgrade our SDP from version 7xxx to 9212 as the path and steps told by ME website. Seems everything works fine but all technicians can not merge request now. We always get below error message in a yellow box on the top of the page: FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support
Site Field Should Have More Controls
Suggestion and Problem: Suggestion:I see lots of discussion about the Site field, but I would suggest that the site field have same control attributes on a incident template as any other field (Mandatory Field, Requester Can Set, Requester Can View). In addition, I would like to suggest that the Site field be added to the Request Closing Rules. We utilized this field heavily from a reporting perspective and have to run a report to validate Sites before we generate business reports. Problem: The
Sites do not update after requester is changed
I have noticed this with email tickets, but after the 9.3 upgrade it appears to have gotten worse. First issue, when a requester email an incident into SDP the ticket gets created but it does not assign a site. The sites are all populated and correct in the requester record. Second issue, if the requester is changed in an incident ticket, the site does not update from the new requester data in the ticket. We have to manually go in and select the site. I don't see what advantage there is to associate
hyper link
Dear i have text in description such as "https:\\boubyan.com" i want convert it hyper link to press on it directly https:\\boubyan.com how i make it by Excecute script Thanks in advance
How export or obtain a report about de comercial rules?
How export or obtain a report about de comercial rules?
Set a custom email to customer when Service is set to Resolved
I have a service that I would like to have a custom email be sent to the customer when all tasks have been completed. The body will contain additional instructions for the customer to complete on their end, however, the service is technically completed. Is there a way to have this done automatically?
[SDP] Mobile Client - how to disable?
Since SDP 9231 has been released IE version 8 and below is not supported, but SDP user after login in is redirected to http://<machine-name>:<port-number>/html/Non_Compatible_Browsers.html page where there is an anchor into a Mobile Client version (<a href="/mc" class="error-returnback">). It is not acceptable for us that users could use Mobile Client version at not mobile devices (desktops). We don't need to use a Mobile Client at all. How to disable a Mobile Client version of SDP? Thanks in advance.
Field and Form rules - change field to compulsory
Hi, I have a field & form rule set up as attached. So basically I want the technicians in the Process Applications support team resolving the request to be forced to choose and option in custom field "Application Subitem" before the request can be resolved. This is not working though - the resolution can still be submitted without the Application Subitem being selected. If this has to be changed to "on form submission" what script do I use to this? Thanks!
Assign two users to an asset
Hello, In my organization we are given the case where several users use the same asset. We would like to know if it is possible to assign the same asset to several users, so that when generating an request the asset appears as its own in the form. Thank you.
Task Dependencies
Hello Team, The way task dependencies work for the change module is strange. We are allowed to choose parent for the child task but we cannot close the child task until the parent task is closed. It would help if it is the other way around(which is the normal way) where we should not be able to close the Parent task until all the child tasks could be closed. Your suggestions would help. Regards Solomon Ferns
Backup Tech: Move request to unassigned state
I am out on Friday, I have business rules created. When I am out, I would like the tickets to move to unassigned state but getting failed to save values error message. - Tasha
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