CC Field when Replying to Request
Good Afternoon! When someone e-mails the Helpdesk it creates the ticket but the e-mail it comes from is a distribution group. When we go to respond to the ticket it will have the user in which the original e-mail was created in the To field but in the CC field it has the distribution group in which we don't want to respond to everyone. Is there a way to remove the information in the CC field so we don't have to remove it manually every time? Thank You! William
Disable Solution proposal for technicians?
We upgraded to SD Plus build 9241. All technicians now see the Solution proposal tab when they try to fill in resolution text as first tab. Is there a way to change this behavior and either disable showing the solution tab or keeping the Resolution tab opened as first ? Regards, Jan
support group problem
hi i have a problem, admin>support group there is no groups for example "Kakheti" but it is show in request , please see pictures, best regards, nodar vardiashvili
Contract: Maintenance cost
The amount entered in Contracts Maintenance costs is supposed to be monthly cost, annual cost or cost for the period ? Antoine
Incident - Additional Field
How do I get the software to "remember" what was typed into a "Incident - Additional Field"? Single-Line and Multi-line? If I open an incident and start typing in a single-line or multi-line why does it not remember any historic info I have entered?
How to create custom query report from the 16th to the 15th of the month.
I need to create a scheduled report that runs every month on the 16th and must start from the 16th to the 15th of the previous month. My current query is: SELECT wo.WORKORDERID AS "Request ID", wof.UDF_CHAR12 AS "Visitor Name", wof.UDF_CHAR11 AS "ID Number", wof.UDF_CHAR13 AS "Visitor Surname", wof.UDF_CHAR1 AS "From Company", longtodate(wof.UDF_DATE1) AS "Effective From", longtodate(wof.UDF_DATE2) AS "Effective To", std.STATUSNAME AS "Request Status", longtodate(wof.UDF_DATE3) AS "Card Issued Date/Time",
How do I create separate date and time columns in my report?
I need to create separate columns for the date and time of the "Effective From" and "Effective To" fields. Currently they are produced in one column. SELECT wo.WORKORDERID AS "Request ID", wof.UDF_CHAR12 AS "Visitor Name", wof.UDF_CHAR11 AS "ID Number", wof.UDF_CHAR13 AS "Visitor Surname", wof.UDF_CHAR1 AS "From Company", longtodate(wof.UDF_DATE1) AS "Effective From", longtodate(wof.UDF_DATE2) AS "Effective To", std.STATUSNAME AS "Request Status", longtodate(wof.UDF_DATE3) AS "Card Issued Date/Time",
Feature Request: Ad-Hoc Merge requesters
SDP Team, We need the ability to merge requesters on the fly without having to build a test environment and bring down the application. I see this feature has been requested several times. I just upgraded to 9.2.9240. Is this available? If not, can we please get this on the road map? Thanks, Adam
Any way to add or script importing a user from the request screen?
Often, we get new users added to the SDP database inbetween scheduled AD imports. Is there a way we can trigger the AD import function to import or re-import a requester from the request screen: 1) It would allow our non-admin SDP techs to perform this function. 2) It would allow us to avoid having to exit the request go into Admin>Requesters>AD Import>Manual Import and running the pull. Thanks, Adam
Incident Form - Accessing the Requester Department field value
From within the Incident Form, is there any way to get access to the Requester's Department field using $CS.getValue("????"). For example, to get the selected "Site" you would use $CS.getValue("SITE"). How do we reference the "Department" field in this way? Many thanks.
Automatically log a request for an expiring contract?
Hi there, We don't currently use the incoming mail fetching option so is there another way that a request could be logged automatically when any contract expiry notification is triggered? Any ideas? Thanks.
Import from Active Directory stopped working
Hey All, We have Import Requesters from Active Directory scheduled for 1 daily. Up until now, it has been working perfectly, however all of the sudden it has stopped working. I have checked all the information, and it is correct. I was also able to perform an "Import Now" and it worked, however that was a week ago, and I just now found out it is not working again. Is there a log where I can see what is happening, or why this isn't working? Any help out there would be great! Thanks! Jeff Day
Approval Workflow Issue or Intended Functionality?
9.2 Build 9238 MSSQL We have a number of templates that have an approval workflow. This morning it was brought to my attention that after a ticket has been approved a technician edited a resource field on that template with some missing information. This edit activity caused the approvals to all be resent. I don't recall seeing this behavior before nor do I see it described in the user/admin guide; however I could see where this could be intended functionality--however if it is I would need to understand
Internal Server Error - Survey Link
HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.regex.Pattern.<init>(Unknown Source)
java.util.regex.Pattern.compile(Unknown Source)
java.util.regex.Pattern.matches(Unknown Source)
java.lang.String.matches(Unknown Source)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:202)
note The full stack trace of the root
Reindex Database
Dears , what reindex Database do ? is this make better performance ? & another question .Archiving the closed Request also Make Better Performance ? Thank You
Restore Device
I accidentally deleted a wrong Server on Service Desk Plus. Is there any way to restore the device and these data? Thanks.
Unexpected behaviour change after upgrading to build 9239
Hello, After upgrading our test environment from build 9227 to build 9239 we noticed a behaviour change when using email command. Until now, we used the default SDP email address as FROM address. Because this email address is associated to the default administrator profile, all mappings were successful. Since the upgrade however, the mapping fails. The issue is that the email address is also associated to a requester profile. That means there was a change in the logic: now SDP seems to first check
Request Details - Name field on the New Incident form
Is it possible to add a custom field which is populated based on records on the database. For example, can we add a custom field that contains all Requester Names by referencing the table rather than manually adding them? Secondly, is it possible to use $CS.getValue(FIELD_NAME) to change the value in the Requester Details - Name field? For example, we change get the value for the site field by using $CS.getValue("SITE"). How do we do this for the Requester Details - Name field, please? Many thanks.
Job execution Failure
Hi, I need help to solve this issue, we have many error logs like this and some notifications are not sent JobExecutionFailure: jobId:106671; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[106671],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":6243,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@2f537f63"],"errorInfo":[null]}
Purging old tickets?
Hello! It is possible to have the system automatically purge tickets that are past a certain age? For instance, maybe a query or scheduled process that can determine tickets over 5 years old and automatically delete them? Or even if it can automatically archive so someone can go in and select all the archived tickets and delete them manually? This is for a "data retention" scenario. Certain tickets don't need to be kept longer than 5 years so it is beneficial to have them purged. Thank you for your
TLS 1.2
I was under the impression that Service Desk didn't support 1.2 encryption. Is this still true? If so, when can we expect and update that supports it? If it does support it, how do we enable it?
Technican Appear in drop down list while creating a ticket but it doesnt exist as a real technician
We are currently experiencing and issue when trying to select a technician who appears in the pick list but doesn't actually have a real tech accounts how can we remove this bug. Our Current Your Version : 9.1 Build 9120 We will be updated to latest version soon but in the meantime we need to fix this issue before that happens.
Query Report please need assistance
Dear Developers. Can you help me please. I need to add string with "type of request" in this query. Thanks a lot for the answer. SELECT wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",sdo.NAME "Site",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME) "Responded Date",longtodate(wo.RESOLVEDTIME) "Resolved Time",longtodate(wo.COMPLETEDTIME)
Technician has gone missing, and cannot be re-added.
I tried to remove a technician and convert them back into a requester. They no longer appear in Technicians, but they also do not appear in requesters even after re-importing Active Directory. I cannot re-add them manually as a technician as it tells me the login name already exists. The technician can still log in as a technician, but all their access/admin rights have gone. I've got a case open - 8013167 - but had no reply yet.
Delete unwanted conversations
We had an issue end last year where the whole notification, emails replies went into a loop. On a ticket we had the requester that activated an Out of office, as well as the Technician assigned to it. After a few days both these users also ran out of mailbox space. We are pulling emails every 10 minutes. Now the ticket gets updated and it send out emails to both the requester and technician. (this happens with every email retrieved with the request number in the subject) Now you can calculate the
Change arrange error
Hi, We upgraded Service Desk from 9049 to 9.2 Build 9238 successfully. We faced an error when we arrange Changes (My openChanges, All Changes, Closed Changes etc) And when we arrange tasks the same error. This happens for most of our technicians. For 2-3 technicians its ok. We try to clean browsers clear cache, history etc but still the same error. Attached you can find the error. Regards
User survey exception
Hi Regarding User survey exception, I would like to ignore survey sending for any request which is cancelled (Closure Code is "Cancelled"). Can we set the configuration of ServiceDesk plus for this matter. Best Regards Poowanai
Can’t access all requests
I’m trying to get all requests. I found this post and tried to do it the same way. The URL I’m sending with HTTP GET method is …/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=XXX…XXX&INPUT_DATA=<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details> The response body is: <operation name="GET"> <result> <status>Failed</status>
Error in system log
I am receiving this error message very frequently and it is making the database increase in size very quickly. JobExecutionFailure: jobId:3232921; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[3232921],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":43355,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@1b4576e8"],"errorInfo":[null]}
Resolution tab brings up Solutions
We updated Service Desk last night to the latest version. Now, when a technician clicks the Resolution tab within a ticket, it brings up Solutions. The technician has to then click the Resolution tab to the left to bring up the Resolution box. Can this be changed to default to the Resolution box?
application is runing too slow
Hi I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
Purchase Request module
Did the new purchase Request module ever get rolled out? We are on SDP 9.2 9241 Enterprise Edition and the PR form looks the same. I'm looking to be able to add quotes to the PR and be able to open a PR from a request ticket but the functionality does not seem to be there. I saw some other posts on the forum and it talked about those features. Just wondering if I need to enable anything. Thanks Steve
Custom Fields In Solutions
Is it possible to add custom fields in the Solutions module?
Automatically Approve Change Based on CAB Recommendation?
Is there a way to enact the "Approve" action in the Approval stage in a Change Workflow once all CAB members have recommended? Since we have trouble utilizing the ChangeManager role and Change Approver role because there are few separate entities that handle the CR besides Requester, Technician, CAB, and Reviewers, we would like the CAB approval to initiate the status change rather than having a separate role have to go in and approve the change. If this is something that can be handled by custom
Asset Description Edit?
How do you edit the "Description" field under Asset Details? I click Edit, and I don't see a way to edit that field.
Search in conversation
It would be nice to be able to search inside the conversation. Reason to this is that it is very time spending when you need to find a text from a request there you don't have the number for some reason and you only have a word or two from the conversation.
Closing Tickets without confirmation Mails
Hi, could you please think about the possibility to add a Request without any confirmation mails to the Requester? As Description: Our Techs have to create Tickets for all Requests. If a request comes by phone and the Tech is able to fix everything it will be great if he can add the Request in a 'closed' state without a confirmation-mail. Thanks Florian
Notification of requestor when a request is put on hold
When a technician puts a request on hold, it would be ideal if the requestor could be notified automatically. The best option I see is to use the "Acknowledge Requestor by Email when the Request is Updated." It is important to notify a requestor regarding the reasons a request has been delayed.
Asset Management Report
Hello, I have been tasked to build a report on servicedesk plus that needs to provide information regarding the current mobile phone devices we have assigned to users. I am able to get the following columns easily through the GUI: Product Name | Phone Number | Asset State | User | However It has been requested that on this report we need to enter the Executive Officer that the user ultimately reports to, this information is sort of available on AD in the sense of we ca see who the user reports to
Schedule report error
Hello to all, we have experienced problems with scheduled reports for a specific technician only when report is scheduled with XLS format. This is the error message: java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.isUserContainsRole(ServiceDeskUtil.java:4621) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.addSiteCriteriaForRequestReport(CustomReportDesigner.java:1441) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.alterCustomReportSQL(CustomReportDesigner.java:423)
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