Creating request via email
When creating requests through email, is it possible to include information to pre-populate some of the details, like due date, category etc?
Custom SLA/Triggers to enforce Incident Assignment
Looking for some ideas here: Our company currently reports issues and requests only via email. We have implemented email integration which is working fine. I want to know if there is a way to start a timer and force incoming tickets to be both categorized and assigned within 2 hours of the ticket being created. If we miss the target window of 2 hours I want to be notified via email. Is this something that can be done natively in the portal?
still assign ticket to technician who already marked on leave
technician marked on leave and i have tried to using load balancing and round roboin method in "technician auto assign". it is the same result. please advise. thank you!
Stakeholder Function
Hi, I was wondering if you have or could add the following to be considered in the future ? At the moment all tickets that are produced go to a team and have an owner, which is fine. Sometimes some technicians or requester s need to be updated as to the progress of specific tickets. They dont want to own it or get e-mails but they would like something or somewhere where the tickets they are monitoring can be viewed, listed, summarized or notified about. This would need to be a manual thing , like
Locking a ticket whilst it being worked
Hi, Can you add the feature of locking a ticket whilst its being worked on? Thanks, Tracy
Is there a way to change the display in Requests to show the time in 24 hour time format rather than 12 hour format ?
We would like to see the display when looking at lists of Requests to show dates and times in 24 hour format rather than 12 hour format . Is this customisable ?
Asset Scanning and communication
Hi All Before Christmas we deployed a new AV and firewall version. Now all of my clients aren't communicating with ME SDP. I've tried following various documents online to add exceptions. I was getting the first screenshot attached. I have now resorted to stopping the firewall service on my machine and then scanning it and then I'm getting FAILURE: Timeout in agent communication. I did try and log this with ME support but that isn't working and just keeps asking me for verification every time. Can
Adding variables to Resolution Temaplates
Hi, we are in the process of setting up some resolution templates for the most common fixes, however there is no way to add variables to the template like we have been able to with the reply templates. is it possible to add variables to resolution templates for the requester name and the email signature? Thanks, John
Servicedesk Plus and DCentral Plugin
We have purchased Servicedesk Plus with DCentral Plugin. After deploying Dcentral Agent it seems all the information collected by DCentral Agent is not getting updated to Servicedesk Plus Asset CMDB. Both the products are integrated. Any help will be appreciated.
Browser Notifications
Hi, Does SDP have the ability to notify a technician of an assigned ticket via the web browser? Sort of like a plugin for the browser. It would provide a visual indicator for technicians who maybe on a different tab or monitor when the ticket is logged in the system. I'm trying to avoid enabling the email notification rule that alerts the technician of an assigned ticket. Thanks Terry
First response to a ticket does not show up in report
I'm experiencing a problem running version 9.2 Build 9235. I generate a monthly ticket report and often (but not always) I find that the first response to a ticket does not show up in my report. If I manually cross-reference the request ID# I can see the response in the 'Requests' tab, but it's not affecting the Responded Date time-stamp in the report. In the attached screen capture, note the first response was within two minutes of ticket creation time. The report generated CSV shows the 'Responded
Missing Subject on Notification Email
Hello, The subject of the email notification to notify the requester when a request is assigned is blank. Other notifications are showing the subject. Below is a pic of my settings:
Changing the solution template?
Hiya there, Now i might be blind, or this might just be a feature, but i'll ask anyways. We would like to change the text that gets sent on email to the requester when we fill in the Solution and close the case. The only problem is that i've been unable to find where i can do that if it's even possible. This is what it looks like currently. Din forespørsel [ID:10880] har blitt løst. Tittel : Sample text (title) Beskrivelse : Sample text (description) Løsningen er : Sample text (Solution) Klikk
Issues with closing tickets
Since going from an eval license to a full license now when trying to close a ticket it says that certain fields have not been filled in but they are now not showing? So I have multiple tickets I cannot close. Any ideas?
Project Owner
When creating a new project the only option for project owner is the user creating the project. Should the one creating the project be able to assign someone else other than themselves as the owner?
Updating Change in planning stage via API call
Currently, we use a default account to post API calls to create a change, but once the change moves beyond the submission stage, we are unable to update it with this default account. Do we need to utilize a technician_key for the requester or send a specific field within the input data section of the request parameters? Thank you in advance for your assistance Mike
View and choose Approval Order when multiple ones are received.
Hi, Is there a way for a recipient to see all approvals that were received and choose which one's are to be approved. I have customers with complaints stating they can only see one approval at a time in a specific order in SDP when sent multiple approvals and can't choose the order in which to approve. Thanks
Unable to ADD_NOTE to Change Related Operations via API
Doing a simple test through a web browser and SoapUI, I am unable to add a Note to a Change Request although the option is available through the web page itself. Sample request: https://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedforhttps://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedfor posting&INPUT_DATA=%3CDetails%3E%20%20%3CNotes%3E%20%20%3CNote%3E%20%20%3Cparameter%3E%20%20%3Cname%3EisPublic%3C%2Fname%3E%20%20%3Cvalue%3Efalse%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3Cparameter%3E%20%20%3Cname%3EnotesText%3C%2Fname%3E%20%20%3Cvalue%3EText%20added%20to%20the%20note%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3C%2FNote%3E%20%20%3C%2FNotes%3E%20%20%3C%2FDetails%3E
Resolution vs solution when closing ticket
Is it possible to have the resolution tab be default instead of the solution tab? We have build 9236 Thank you, Mercy
Change title size of solutions
Is there a way to change the title size of the solutions list. It would be a much nicer interface if the title font could be increased.
Language on Change Planning Tab
I noticed on the planning tab that when you link tickets to it they all display as incidents when requests are equally initiators of the change management process I think the term incidents here misleads technicians to only link incidents thinking that's all that should be associated to a change; when in fact the linkage should be for any incident or request. I suggest altering that language of incicent to something like "Incident / Requests" or using splitting it into three categories: Problem Incident
ServiceDesk Plus 9239 Released
Dear Users, SDP 9239 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9239: SD-63443 : Buffer overflow error in agent while taking remote control. SD-63657 : More than one viewer opens up while taking remote control in IE. SD-65040 : "Certificate has been revoked" error is displayed while taking remote control. SD-63262 : Microsoft Windows Unquoted Service Path Enumeration error in agent . Please
Queries
Hi Support, please provide answer for below points whether we can achieve this or not : · (Actual) Number of hours utilized (spent) by technician for each ticket. · Number of utilized and unutilized hours of the technician. · SLA violation report with time spent till the first response from technician · SLA violation report with time spent till the resolution since the available report is showing only elapsed time. Best Regards, Hani M. Nasif Systems Engineer Mobile
Call web URL on action
Hello, everybody! I would like to get data out of Service Desk and execute some POST requests to a public URL. Is this possible without implementing the XML and Java classes? What I am looking for is an option to automatically execute the HTTP request when some actions are being performed. If this is not possible, where can I find an end-to-end example using Powershell? Thanks, Radu
Technician Report | Including Last Logged In
Hey All, I am looking to run a MSSQL Query that will allow me to see if a technician has ever logged into the system and when that may have been. The following information would be great! Technician Login Name Email Address Last Login Time I ran across the following, and I think this works, but I wanted to toss this out to the community for confirmation on this being the best way to get the information I am looking for. https://forums.manageengine.com/topic/technician-report-21-11-2016 Thanks guys!
Questions on two custom actions
Hello, I'm working on a simple integration between ServiceDesk Plus and another ticketing system, and was curious on the capability to perform the following customized triggers: Auto-case closure if case is created via email or web portal, no triggering criteria (all cases) Customized email notification sending to an external email address, pulling the original ticket details into the email Thanks for the help! Taylor
HTTP to HTTPS redirection not working
Hi all, I have my server running on HTTPS port 443. When I edit the server.xml to enable the 80 to 443 redirection it doe snot work at all and breaks the https access as well. Any ideas? Regards, Tom
Purchase Order Requested By field lost functionality in Version 9
In the purchase order record, the Requested By field no longer supports the relationship to the requester table in version 9. Our technicians simply fill out purchase orders for equipment/services on the behalf of a request from the business. We used this field in the past to document who actually made the request for equipment/services. What other options or work around do you recommend to tie purchase request back to an actual requester? I really do not want to try and use a user defined field(s).
ServiceDesk Backup Fails with "Could not read block...."
========================================org.postgresql.util.PSQLException: ERROR : could not read block 130 in file "base/16384/35111": read only 0 of 8192 bytes at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryEx ecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutor Impl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.ja va:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Stat
Open questions in the user surveys
Is there a way that a number of open questions can be included in your user survey? I know you have the comments text box, but I would really like to include more as per the net promoter score metric We are using ServiceDesk Plus, version 9.2 build 9223
Support Group Report
Hi, Is there anyway to get a query or report that will show ever support group and all the users in that group ? Any help or advice would be appreciated. Regards Andrew
Unable access to SDP by short name sever
I make upgrade from version SDP 9.2.0 to actual 9.2.34 after upgrade I can open my SDP on FDQN addsess http://MYSDserver.DOMAIN.SITE But don't open by short name http://MYSDserver - it's return - error 500 My server and all clients - member domain. Server based by Win2008R2 and MSSQL as DB.
Auto CC Technician
Is there any way to auto cc the technician for outbound emails through ServiceDesk Plus?
the incident does not a appear in technician dashboard
Dears I'm Service desk admin ,when assign incident to technician the incident does not a appear in technician dashboard can u help me to solve this issue. TQ
Deleting / renaming lots of support group
Hello, We are running SD ver 9.2 Build 9233. Is there a query that will allows me to do this at once? as I have about over 20 support groups not being used anymore but they are still link to a task. If deleting not possible, I want to reassign them to different support group. How can I do this? is it possible via GUI or must be via sql query? thank you Herry
Custom report - overdue status
Hello everyone! Found trouble after last update (from 9238 to 9240) When i generate custom report, and get advanced filter by position "Overdue status is" there is two values "t" and "f", both of this values don't work (early it was "yes", "no").
RMM Alerts
Does this tool monitor devices and issue alerts? Or is there another tool that is needed
System log view
I want to output the system log viewer from DB. I know how to output from the errorlog table, but the occurredtime can not be converted to a date / time. Please tell me how to do it.
No reply button
I have an incident that was generated via email that, in the Requester Conversations area, when I expand a message from the requester, the only button I see is Forward Request. Usually I see a Reply button. Is this a known bug?
Content Variable Location
How to I modify the content variables for the email Message Templates? I had to change the port for SDP to access it via the web, now when emails get sent out with a link to any requests created, the link does not include the new link. The variable is RequestLink Thanks
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