[SOLVED]Technician Availability Chart
Hi, What permissions do i have to give other tecnician's to see other technician's availablity as at moment they can only see there own. Attached is what they have currently: Thanks Keith
Untitled attachment xxxx.dat
Hi guys. I have the problem with a ticket created by email. ServiceDesk sometime sends a notification by email with attachement named "Untitled attachment xxxx.dat" I don't know where the attachement come from? Somebody can help me to remove it when ServiceDesk create an emails?
Lost letter
Hello! We have had an error on April 8th, 2019. A requester has sent an e-mail to inbox used for create tickets in ServiceDesk. The e-mail has been received by the inbox, but no ticket has been created in SD. Could you please help us to solve the issue? Version: 9.3 9332 Sincerely yours, Dmitriy
Technician Availability
Is there a feature or way that when a technician calls in sick and there is no backup technician that handles that persons tasks and we mark them on leave that the sla's associated with those tasks can be put on hold without having to go into every ticket for them or that gets assigned to them and putting them on hold..... some of these are maintenance tasks and not as big of a deal to worry about re-assigning but we still don't want sla violations out there.... some people really have no backup
People who have upgraded to 10.5--is SDP crashing for you constantly?
We upgraded to SDP 10.5 about two weeks ago. The application crashes almost every other day. I contacted support and they had me uninstall the old SDP, then perform a clean install of SDP 10.5 using the 10.5 installer so we could start fresh. Ever since, SDP crashes every day or every other day. I contact support and they restart the services like 10 times then say the issue is resolved. THE ISSUE IS NOT RESOLVED. I'm curious how many other people are having similar issues to us. SDP is installed
Local Authentication
Where do I find the local admin account for administering MEServicedesk? I adopted the program form a previous employee and am unsure how he configured it. Thanks Josh
VIP and service request approvals
Hi, Most of our service request templates require approvals (workflow) from $ReportingTo . What we don't want is our VIP's having to get approvals from the CEO. They have enough authority to request without approvals and I don't want to get fired by annoying the CEO. anyway to achieve VIP's not requiring approvals?
Is there any way of updating existing requestors as VIP's via an import
Hi team I have 25000 requestors. I would like to mark about 100 of them as VIP's. Is there a way of attaching the VIP flag via an import? As a side note, is there also a way of removing the VIP flag using a script? Regards Roger
Service Desk Plus REST API - '&' Character causes errors when used in category name
Hi everyone, I have been at this issue for a while and I am yet to find a solution. Our system is set up where one of the CATEGORY options is "Email & Phone". However, If I attempt to make a ADD or EDIT Request with that as the CATEGORY name I am given an error. I was using JSON as a format so I tried JSON specific escape characters which did not fix it. I also tried XML as a format and used "&" to replace "&" but I still received an error. Any help would be much appreciated.
unable to upgrade to 10.5
I recently upgraded to 10.0 without issues. I took another backup but when I try to upgrade to 10.5 it always reverts. I am not using Postgresql but in the log I keep seeing Upgrading PostgreSQL Completed extracting 15% Completed [|] [-] Error occured while migrating postgres database. My database is MSSQL. is there a way to get it to ignore Postgresql. I have been using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Linux.ppm when attempting to do the upgrade OS: Ubuntu
Migrate 9044 to 10501
Good afternoon! We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs. Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the
Beginner help with Powershell and RestMethod API calls
My main goal with this is to be able to add a new request (which I've already tested successfully) and then add a reply to it. So far I'm having trouble with the reply part. In digging through the API v3, it doesn't appear that there is a reply function (and I don't think that Update Request is the appropriate one unless I'm mistaken) built into v3, so I think I'll have to use V1. However I'm not quite sure how to. Here's the code I have, which I think is a mash of V1 and V3: $ApiKey = "My key goes
Auto attach and resolve
Hi everyone, I'm struggling a bit with the automation. The staff that we support are not very "self-supportive" and are not expected to benefit from Self Service links. What I'm looking to do instead is when they create a work order for something that can be done themselves that it's automatically resolved with an attachment. Is this possible?
SSO / Pass Thru not working
I have no idea why. Everything appears to be set up properly. Pass Thru account was created successfully, I get "success" messages when enabling, but when I visit the page, I get an NTLM failed message and am forced to sign in. When signing in, I can use my domain credentials to successfully sign in. I see some "Access Denied" errors in the logs, but I have no idea what access has been denied, the logs are not very clear. I've zipped up the logs folder and am attaching them here. This is the
Technician Availability
Question about this item on the Roadmap: Ability for the technician to mark online / offline which will be helpful to assign requests / tasks One of the challenges we have is determining what's on everyone's plate. We use a combination of an Agile Whiteboard, Project Tasks, Requests, and email to try and manage work. We plan on rolling out the Technician Availability chart this summer to eliminate a few other time tracking tools and hope to eliminate the whiteboard as well. The goal being to have
Assigning calls to online technicians only.
Hi So we have a helpdesk of 4 people who work a shift rota as per below: 7am-3pm 9am-5pm 10am-6pm 2pm-8pm An example of what I am looking to do is below: From 7am to 9am I need the system to only assign calls to 1 person who is online and started at 7 From 9am to 10am I need the system to only assign calls to 2 people ( 1 that started at 7am and 1 that started at 9am) The issue is that when Auto assign is on, it assigns calls to all 4 technicians even though 2 of those are not in the office. Is this
I can't open the service and I can't upgrade the version
I have the build 9336. When I start the service after a few seconds, the service stops... And also the other problem that I have is when I'm upgrading the build I need to confirm the upgrade. When the upgrade finishes, I start the service, after log in I have a problem and I can't use it. Please, I need to know how can I resolve the problem because I need to upgrade the version with my data. I start to upgrade the version in the build 9007
ServiceDesk Plus startup issue post 10500 build upgrade
Hello users, As you maybe aware that Java Runtime Environment (JRE) has been upgraded to the build 1.8 in ServiceDesk Plus 10500 build. So far, we have had handful of users reporting startup issue post 10500 successful upgrade and most of the cases found to occur as the application tries to start using JRE 1.7. This occurs due to environmental restrictions with renaming the folders. In case if you are facing start-up issues post 10500 build successful upgrade and happened to find the below traces
How to dynamically populate Change Management role?
Hi - I have set up our Change Management roles to prevent the Change Requester from having edit permissions on the Close stage, and I created a new role called "Change Closer" to fulfill the role solely of closing changes. The idea is that this person must be different from the Change Requester. However, I cannot seem to dynamically populate it when the Change ticket is submitted. Ideally, I'd like to open the form and based on whichever user is in the Change Requester field, choose one of their
Email to ticket with template
Hi, I'm looking for a requirement where in I will send an email to servicedesk@comany.com and the subject will contain the word "Phone" when this email reaches the SDP can it lookup the subject and associate the template by the name Phone and create ticket with mandatory fields filled as per the template? is this possible?
( SDF-49935 ) Project Gantt View: Ability to view Milestone tasks
Minor enhancement request for the ability to view and edit Milestone tasks after clicking on a Milestone from within the Gantt view. Currently when you click on the Milestone on the left sidebar, the Milestone details open but the list of associated tasks is not shown (Task tab).
[SD-77879] Unpicked Request Notification and Assign Technician Only After Approval
Hi Everyone, I have a question about how two features in ServiceDesk Plus interact. I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved. We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the
How to export-import PLSQL data from one server to another server
Hi, I've tested all functionality in my test server and now I planning to move all data and etc from one server to another server. Anybody helps me that how to export and import PLSQL data. Thanks,
Custom SQL sentence
is it possible reopen a ticket with its previous stage? If a ticket was in status: feedback, and a technician changed the status to closed, can with sql revert that?
Template tasks in API
I am having trouble creating requests using the V3 API which include tasks created from template tasks. I have tried adding the "request_template_task_ids" field to my request JSON and including the task IDs to be created, but this produces an error. Is there any documentation or examples of how to properly use this? I am able to create the request successfully, but the task portion causes the error.
User Issue
Dears , I have an issue that During changing requester to a technician the system stopped for unknown reason , the user is not showing under requester nor under technicians Tab. The User can Login & open requests , I need your help it's very Urgent. I am Using SDP 9.4 Build 9425 MS SQL 2008 Thank you
How to modify existing widgets?
Hello, I need to make the Home page more useful to my techs by changing or creating a new widget to show their tasks/requests. For example: My Tasks, seems to only show tasks that are assigned to the technician, but i want to modify this so it will also show tasks assigned to any of their groups. My summary, I would like to modify this so it shows Active Requests assigned to the technician or their groups. My approvals, this does not seem to show approvals for Solution articles. Is there a way
Mobile App & Security with ServiceDesk Plus On-prem
We've recently implemented Service Desk Plus, and from what I can tell, multi factor authentication is not supported. We have a strict rule in our organization that services can not be made publicly accessible without either MFA or the requirement of mobile device registration (intune) to access the reource. I can get the mobile app to work via Azure application proxy with passthrough authentication, but without MFA this is not an option. Using Azure proxy for pre-auththentication works for browser,
How to display an "additional user field" in the criteria for Business Rules
Good afternoon, I would like to know if it is possible to show an additional field that I have created for the users within the criteria of the Commercial Rules. For example: City field I need for example to create a commercial rule so that all the cases that are opened by the users of "Colombia" of the City "Bogotá", are assigned to the group of technicians who attend only in that city.
Message in Approval Stages
Hi When i try to add 2nd approval stage with 1st stage still pending approval, it allows to only add the name of the approver without any message. Whereas if the the 1st stage is approved i am able to add the name as well as a message to the approver. I am not sure if this an issue or the normal behavior , please clarify. Regards Rayeez
How do configure sql server connection when encryption is required
My SQL Server database (2016) requires encryption for connection. How do you update the database Params file to support this? I have tried ssl=require and ssl=authenticate.
[SDF-71500] Admin Tab Security
it would really be helpful to be able to give permissions to technicians to only certain areas of admin tab. Project managers can add statuses or types we (admins) have to do it for them. There are many other areas like this as well.. is this feature coming or is there a work around?
Response & Resolution Notifications for specific SLA's
I am looking to enable notifications when specific SLA's (not all) have fallen past their Response and Resolution due by dates, when these dates/times have been entered manually by the technician. Is this possible at all?
Hide "Add Note" option for users
I want hide "add notes" from requesters. And I made changes according this KB: https://pitstop.manageengine.com/portal/kb/articles/hide-add-note-option-for-users But in last SDP versions this doesn't work. It there some way to accomplish in version 10500?
MS SQL Server 2017 Support for ServiceDesk Plus
Does SDP support MS SQL Server 2017? Also, is there a recommended edition (standard, enterprise) going forward? Current version: 9334
Anyone know if its possible to get tickets that are open for a asset thorugh API?
Does anyone know if its possible to get the open tickets for a given asset through API? i'm wanting to create a little dashboard for my team that shows up when tickets are open for some assets. Currently we have to browse to assets, find the asset, then view requests to see them. I'm hoping to just pull back how many open tickets there are for a given asset as shown in pic below.
Auto-assign tickets to group based on site
I didn't see this posted elsewhere, but please feel free to point me in the right direction if it has... I would like to auto-assign tickets to Support Groups based on the Site. We have multiple sites around the world who are supported by local technicians. If we can automatically route the tickets to them it would reduce turnaround time for resolution and save us significant time dispatching tickets. Can this be done? 9.1 Build 9120
Adding vendors
How do you add vendors that are not regular users? Need to be able to choose vendor from drop down menu in purchase and contract management module.
[SOLVED]Automated close, holidays and operational hours
Hello, Does the "automated request close" process take in consideration working days and holidays or not? I mean, if I set up "Close resolved requests after 1 day" and set the request status to "Resolved" on Friday (working days are Monday-Friday) - it will be closed on Saturday or on Monday? This question is also about Holidays - if I resolve request on a last day before long holidays - when it will be closed? Thank you.
How do you measure? | Support Group First Response SLA Breached for tickets handled by multiple support groups
We have a bunch of incident and request tickets that transfers from one support group to another support group. I want to measure the first response of each support group who handled the ticket. Real-life scenario: Requester raised a ticket to report that she has slow Internet connection on her workstation. Service Desk took ownership of the ticket and found that this issue requires a site visit. Service Desk assigns the ticket to the Onsite technician. Onsite technician then assigned the ticket
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