Trashing Requests
Is it possible to increase the retention time of deleted requests in the basket from 24 hours to a month? Thank you!
default settings to add a note on servicedesk
Hi i like to put this two options checked as default Show this note to Requester E-mail this note to the technician Is there a way to put this always checked? thanks for your help
2 questions regarding the "Email Id(s) to Notify"
In our standard Incident template there is a field named "Email Id(s) to Notify" I have 2 questions about this. 1) Is it possible to report on this field? I cannot find an option in the fron end reporting module I'm trying to find out if anyone uses this function, so I'd need the report to show all tickets where this has been filled in, and ideally the name of the technician that logged the ticket. 2) The behaviour of this field seems to change based on whether the person filling out the ticket
Auto convert email to incident
We have multiple automated emails from some of our other software products that email into Service Desk and generate tickets , is there a way we can automatically categorise these and assign to technicians.
Dynamic Approval for Service Catalog requests
I have a question about Service Catalog approvers, which relates to an earlier post : https://pitstop.manageengine.com/portal/community/topic/set-up-approval-flow-for-service-catalog For Stage 1 and 3 - I understand how to do this, so there is no problem here. However For stage 2, I have a more variable requirement. We have different levels of approval for different types of request. So for example, if you want to have Remote Access set up, a Managing Director needs to sign this off, whereas if
Import from CSV not working
Hi all, When i'm importing from CSV I continually get a message stating: Imported Result Total CI(s) 0 Imported CI(s) 0 Failed CI(s) 0 Can i get some pointers on why this would not be importing the details or even flagging as failing to import? Many thank Glenn
Batch assign on Task Tab of Requests detail view
On request detail view, Task Tab, that a service request may have many auto generated tasks but need to assign to different person. However, assigning each task to a technician takes time to load (ver. 9332 already), making task assignment a time consuming task to support managers. Since many cases that multiple tasks will assign to the same technician, a batch assign feature is desired to save time on clicking & waiting. Thanks.
Passing variable information from Service Request to child Tasks?
I have been looking through documentation, these forums, as well had several tickets open with support since January on this subject. Is there a way to pass variable information from the parent service request to the child task. Simple things like Start Date, or Username, or Requestor. The Task holds little value if I can't pass the basic information needed to create a request to the task level. Anyones help on this would be appreciated.
Query Report - Tickets changed from Special Request to anything else
Is there a way to query the database for any ticket that the priority was changed to "Special Request" from anything else. Including the ticket ID, subject, technician name, current priority and old priority. Sorted by technician.
First number for Request ID (start new numeric order)
Is it possible set first Request ID (to choose with a mask of format Request ID)? (Example: I would like start new requests in next year with number 2018xxxx (first 20180001, next 20180002,..etc)
SD+ monitoring
Are there any built in monitoring tools for SD+? Anything you can put on a dash board?
Dynamic approver for Service Request is possible?
Our scenario is that one of the custom field exceeds 1,000,000 will need additional stage of approval by $Directors$. I checked scripting reference but seems even API is not managing approval stages. Is there any work around to do this? Thanks.
PDQ integration with SD+
Hi All, has anyone been able to or does anyone know how to integrate SD+ with PDQ? i would like to deploy software via tickets using our current PDQ server. any info will help thanks Russ
Copy Template function breaks Field & Form rules
I'm trying to set up some Service Catalog items. I've configured one item, and it features some Field & Form rules which are going to be common across several of the Items. I was pleased to see there appears to be a "Copy Template" function (which is great, as the same option does not exist in Incident templates) The Service Item I am copying contains a couple of rules which execute scripts. Here is an example script from that Item: (NOTE : script is not complete in this screenshot, and continues
Synchronize Analytics for established time periods
Greetings, We are currently using the Personal edition of "Analytics Plus" in our company, and at the moment it was working well until the limitations of rows and tables arrived by the software itself. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything apparently, but the sync doesn't work) We have tried to synchronize from a more up-to-date date, using the "Initial Data Synchronization" option,
Mail Fetching Error (General Exception3)
Our Service Desk mail fetching suddenly stopped working. Users and emails to notify don't receive mail notifications when a request is assigned,updated or closed although they can receive request approval notification. We are getting this error in our System Log.
Using a Python script to update a request based on field values
Hello, I was looking in the resource area and came across the this script https://resources.manageengine.com/resources/resource/python-script-to-update-a-request-based-on-certain-field-values. Ideally I would like to assign a techs group, category, and site automatically once they have chosen their name in the request (from the drop down list). Currently they have to manually choose those fields each time they open a new request. Has anyone used the above scripts for a similar purpose? I am going
$CreatedDate format mm/dd/yyyy instead of dd/mm/yyyy
The variable used for the created date of a request is not the date format that we'd like to have. I know you can change personalized date formats for any user account, but this is not user based, even if it was...we do not want to have each user go into their settings for something so trivial, it is better that we change it globally instead of depend on users. Ive looked for a global date format setting but did not find it. Searches on the support portal only seem to mention personalized date formats,
How to send the resolution attachment with the resolved notification message
Hello I made an update from 9314 to 9333 today. There is a nice new feature, now it's possible to add attachments to the resolution. Great! But how do I have to customize my notification template (a user gets an e-mail when the request is updated), that the attachment will be included in the E-Mail? I can't find an variable for the attachment? Regards, Markus
Add Discussion Notes to Report
Hello, I would like to add the newest/latest discussion note to a report. Below is the query for the existing report. Any ideas? Thanks SELECT "dpt"."DEPTNAME" AS "Department", "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "pd"."PRIORITYNAME" AS "Priority", "std"."STATUSNAME" AS "Request Status", "rtdef"."NAME" AS "Request Type" FROM "WorkOrder" "wo" LEFT JOIN
Taking a trimmed back up
Hi all, Has anyone done this and successfully restored the attachments? TIA
having problems with the SDP backup
You will find appended the screenshot with the error when the system tries to do the backup. Currently we have version 9314 Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com org.postgresql.util.PSQLException: ERROR: index "cihistorydetails_pk" contains unexpected
Reply to user with Solution
If a user raises an incident/ticket and a potential solution is already added to ServiceDesk, can you reply to the user and automatically link your choice of solution from those added?
ServiceDesk Admin Password Reset
Have updated ServiceDesk and now the admin password does not work. How can I reset the password of the administrator? Thanks.
On Form Submit appears to duplicate items in Custom Scripts
I've noticed some odd behaviour when applying custom scripts via the On Form Submit consitions. For example, I'm trying to configure a Service Catalog item. In this particular one, the Subject line is locked so that the requester cannot change it. When they complete the form, they have several fields to fill, one of which is "Cost Centre to Charge" The SC item has a default subject line of "New Purchase Request". I have added the following rule under "On Form Submit" so that when this field has
Initial Response explained
Can you please explain how the initial response it tracked in ServiceDesk? We have tickets come in, and a Help Desk person reviews\assigns the ticket. I need to produce a report showing the percentage of first responses that did not occur within 15 minutes. I tied this reporting to Analytics Plus, and it is showing an average initial response of 37 hours. This is not true. When I go into the data, I see tickets that have been closed, but have no initial response recorded. What process needs to happen
Report Help Needed - ticket times
Hello, I need some help creating a report showing how long tickets stay unpicked in the groups and how long technicians have the ticket from picking up the ticket to first response and then to closed. Is there a way to do this...we don't use the timer. Thanks for any help. Jerry
I dont quite understand how "Select approvers" field works
Hello everyone. I'm making a service request template. This template requires a fixed and a dynamic approver, which will depend on the area that processes the request. Some info for the test. Fixed Approver = IT MANAGER (Organizational Role) Dynamic Approver = Department Incharge (Department Role) or specific user, with no relevant role but with permissions to approval. First idea was including the field "Select approvers" to select the dynamic approver, and use the first stage of approval in the
"Service Request Approver" option on Requester record
I have another post regarding Approvers that hasn't been answered yet (https://pitstop.manageengine.com/portal/community/topic/dynamic-approval-for-service-catalog-requests) so I'm looking at alternatives. Other than the built in roles for Approvers, there appears to be a list of requester names available to select. Requesters appear in the list based on whether they have the following option checked in their record: I have 2 questions regarding this: 1) Can this option be ticked en masse for a
Set "Mode" field, automatically when the request comes from Self-Service portal
Hi all. I want to know if i can set the field "Mode" (Options: Mail, Phone, Self-Service Portal, etc.), automatically, if the request is coming from the portal. There is any marker who identifies the origin of the request? It is possible to make a script, for this auto setting. Thanks in advance. Regards. Facundo
Different notification templates for different groups?
Hi Guys, I was wondering if it was possible with the current build of Service Desk Plus to customize what notifications (particularly "Request Logged" and "Request Resolved" ) get sent out from Service Desk Plus depending on what group the request ends up in or is resolved from? So for example, email feeds straight into Groups A and B by their respective "Group Email " settings and tickets are generated. Is it possible to send one "Ticket logged " notification from Group A and a different one with
Differences in Approval in Incident template versus Service Catalog template
I've spent a lot of time recently trying to get our Service Catalog configured, but part of this involves having a working Approval process One of the recent hurdles I've encountered is that the Additional Fields we use in our Incident Templates, do not pull through to the Service Catalog. We use a lot of these additional (incident) fields for reporting, and the only way I can see to get them into the Service Catalog items is to manually duplicate them, which is something I'd rather not do. Furthermore,
Login to SDP without the correct password
I noticed that if you click on "keep me signed in" while login to SDP and if you close your browser again to login, it will ask you to login with username and password. At this moment, if you give it any valid username and type a random password, SDP will login in with the specified username. Did anyone notice this or is it just on our SDP?
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
Separate Categories by Department
I added a department to SDP. After adding additional categories for the other department, it now lists them all and it's too much to see all at once. With other help desk software I've used you can separate categories to only show up for certain departments, but can't figure out how to do this with Service Desk Plus. Is there a way to make it easier to use the software with multiple departments?
Additional field in Service Catalog form - Requester
We have a service catalog template to request to add a new user. We would like to add a new (dropdown) field called Line Manager. This needs to have the full name of all requesters. Does anyone have any suggestion how to do this?
Query Report History by template name
Good Afternoon. I 've built a working query for reporting tickets that were previously in critical status. However, I only get results when I query for 'this month' and nothing for 'last month', ' last quester', 'last week' etc. Thank You in advance. SELECT qd.QUEUENAME AS "Group", sdo.NAME AS "Site",pd.PRIORITYNAME AS "Priority", qd.QUEUENAME AS "Group", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester",wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician",longtodate(wo.CREATEDTIME) AS
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
Notify user when request is approved
Hi. Is there some automated way of notifying a user (not the requester or technician) when a approver have approved a service request?
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
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