How to send an email notification to the technician when the request is overdue?
Can we set up SDP to send automatic email notifications to the technician when his/her tickets are overdue?
Database restore issue
I am migrating from one server to another. I have build 9304 on the old server and now the new server. The old server uses MySQL so I have installed MySQL on the new server. I have changed the DB on the new server to MySQL and all works ok I have created backup of the old server data and copied it to the new server I restore the data and eventually get an error Unable to resotre database ; null, message from server: "Data too long for column 'DESCRIPTION' at row 1" can you help me solve this? thanks
Service Catalog Custom Trigger
Howdy, Is there any way to use custom triggers with service requests? We have some automation scripts that we'd like to apply when certain requests are created, but I can't see a way to make them kick off with service requests.
Reset administrator password for SDP 9.3
Hi, I share this new query that you have to launch if you wanna reset administrator password in SDP 9.3 or above Query update AaaPassword set password='$2a$12$fZUC9IK8E/AwtCxMKnCfiu830qUyYB/JRhWpi2k1vgWLC6iLFAgxa', SALT='$2a$12$fZUC9IK8E/AwtCxMKnCfiu' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id=xx); Replace xx with the login id of the user. password: admin
REST API - Get all open items associated with tech.
I couldn't find any options in the REST API for getting information regarding a technician and open/closed assigned tickets. Thoughts? If there doesn't exist an option how would I go about extending this to another application? Thanks!
Technician as an option for filter changes
Hello Team, We did have technician as one of the filed to filter changes in the past. This is not the situation any more. Is there a possibility to make it available ? Regards Solomon Ferns
Service Desk+ Upgrade
Hi, We are currently on version 9241 and wish to upgrade to 9303. cant we go directly to 9303 or should we install the _9_2_0_SP-1_0_0.
Service Desk+ Capability
Hi, We wish to purchase 60 more licenses for our Finance department. We may be considering the option of adding 60 licenses to our existing setup (Enterprise Edition) which already has 158 technicians. Kindly advise if the system will be able to handle 60 more licenses or is it advisable to have a separate instance for our finance department. I would also like to understand what is the maximum capability that service desk+ can handle. Thanks in advance. P.S. Our finance teams requirement will
Migrate from Linux-MySql to Windows-Microsoft SQL Server
Hi, I Have ME ServiceDesk Plus on Linux with MySql. I have to migrate it to Windows with Microsoft SQL Server. Thanks, Jimesh Makawana
Security on Tasks
Hi When I look at all tasks in Service Desk I can see tasks that are assigned to people in other groups. Is there a way to ensure that only tasks that are in my group are visible? Thanks!
How do I delete from CMDB
Hi I have a couple of orphan sites that only appear in my CMDB linked to phantom departments. I need to delete these but it shows they are linked to modules, which are the items in the CMDB. Can you delete from CMDB?
View All Notes by sending POST request over HTTPS protocol
Attached is the JAVA code written to fetch the notes by sending a POST request over HTTPS protocol but this program is throwing exception "Exception in thread "main" javax.net.ssl.SSLHandshakeException". Any suggestions?
Service Request SLA Query
Hi Team, We attended Manage Engine Seminar Last month & we ask on how to assign SLA for each Service Request (Category / Item wise) your staff has promised us that he will give us the query for this. It would be appreciated if you can provide the same. Thanks in advance
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Associate to Site Not Found
Dears, kindly as per attached snapshot I can't found Associate to Site on list please advise my version is 9240 Best Regards, Mahmoud Nour
Display open tickets by Technician
Hi All, Currently trying to find a way to display tickets currently assigned to each techician, similar to the 'Requests by Category' widget.
Down Grade Service Desk PlusManage Engine from Enteprise to Standard
I have down grade Service Desk Pluse from Enterprise to Standard and is now notice Response DueBy Time and DueBy Date is not available. Grateful for your advise.
How to automatically set status to Approve on a change request
Once a request has been successfully submitted, our CAB has 24 hours to reject the change. If there are no rejections, the request status needs to be automatically be set approved. Is there a way to automatically 'escalate' the status to approved, without someone manually setting the status to approved. We don't want the delay of having a person having to approve (change the status to approve) once the 24 hours has successfully passed with no rejections. I looked at SLA's but I don't see a way
Add time dedication to the Work Log using E-mail commands
Hi, I'd like to know if it's possible to add time dedication to the work log using any e-mail command, I can't find any command to do it. Thanks in advance.
Restore Requests deleted by Technicians
Hi, is there a way to restore a request accidentally deleted by Techcncian. If not, will it be possible in a early future? Thanks a lot alessandro
Request purchase order problem
Hello, i am testing the SD Plus. Now i create my own Asset with price, vendor etc. i inserted these assets in the request form to order assets...no problem. when i create a purchase order from the request form, there are only numbers on the item name and no price. see the screenshot it is a bug or a configuration error? Kind regards
Can't update because of bad check in script
Hello, I can't update from 9.3.0 to 9.3.0.4 because someone has once again (this has happened on prior updates) uses a simple port check to see if ServiceDesk Plus is running. So it does a check for anything listening on port 443. Since I have 6 other sites on this server there are other things listening on that port, but other IP addresses. Here is the important log lines showing what is happening. Mar 29, 2017 3:09:42 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] :
Resource information in tasks
We are working to develop New Hire and Off-boarding Service Request templates. Within the request template there will be a resources form built out that HR will input specific employee information such as name, start date/term date, department, title, department, manager, etc. As part of the request we would like to create a task workflow that will assign tasks to all associated parties, i.e. HR, IT, Shop, Accounting, Payroll. We need the information that HR added to the resource form to be included
Top 5 canned reports???
Hi All, I'm new to the Service Desk and would like some feedback on the top 5 reports everyone is running and what value it's bringing to your turn around time? Thanks in Advance! Ben Witzlib
Task disable/enable on service request
Hi, is it possible to allow an requester on a service request to enable or disable the tasks? Thank you in advance Katy
Need define SLA Base on Request TYPE & Priority
Hi, I want to define SLA Base on Request TYPE & Priority. But there is no option is available. Type = Incident & Priority = High Then SLA is 8 Hour Type = Incident & Priority = Medium Then SLA is 16 Hour Type = Incident & Priority = Low Then SLA is 24 Hour Type = Request & Priority = High Then SLA is 16 Hour Type = Request & Priority = Medium Then SLA is 32 Hour Type = Request & Priority = Low Then SLA is 64 Hour Thank, Jimesh Makawana
bit of a Strange Question
Hi, Is there anyway you can hide the description content that is displayed for requester's ? We have been placing IT instructions into Requests, so our teams can following instructions. When users raise a request they dont see these instruction...that is, until they create the request and they see the description, so is there any setting or any way of not showing this to them ? My assumption is that the system is not designed this way, but any ideas ? Andrew
how to block certain users from creating tickets ME ?
how to block certain users from creating tickets in ME ? we have helpdesk email configured to open tickets in helpdesk system , however users are including helpdesk email in their communications that lead to multiple tickets are created for the communication which is not actual ticket . so how to avoid such situation .
Bulk change asset status
My company now start using the inventory module on servicedesk and now we face a challenge due to coming pc refresh (700+), which replace the pc that more than 5yrs old. So there will be a bulk change of asset status from in use to dispose later on. eg during pc refesh the vendor that carried out the deployment will update and give us list of pc that being dispose once a week. In this case can we something like upload a file which later update the status in sdp? Naharuddin Great Eastern Life
Flag not resetting after the Due Date is changed
Currently if a ticket has generated a yellow flag to show the SLA is approaching, when the date is changed the yellow flag is not removed? how do we reset this? as the date has been extended and show not be showing a flag. We are on version 9227
How do I add the Contract - Additional Fields that I created to the default New Contract screen?
I've created additional fields that I want to add to our default New Contract template. However, I don't see anywhere under the administrator tab where I can pull up that template to add them now that they are created.
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? I understand the REST API is now in the application however we are on 9.2 9226 and still have access to the Servlet API. Is the Servlet API removed somewhere between 9.2 9226 and 9.3? The biggest reason I am asking is because we are still using the Servlet API and would appreciate knowing when it will no longer be available for use in the application. Jeff Day
Contract ID#
How do I get the ID # for a Contract? We have some attachments missing in a Contract and I need the ID # to find them. List of Contracts do not show the ID # for each one.
Transfering SSL Certs To A New Server
Hello, I am in the process of upgrading my 32-bit server to a 64-bit server. I have the new server built and the application installed. I have not backed up the old server yet to transfer the data. My question is I want to make sure the certs work before I cut the server over. Are there instructions or a way that we can transfer the certificates from the old server to new one? These certs are .PFX certs not .PB7 Thanks in advance!! DKV
Force Encryption (MSSQL) & Shared Port with static IP
Hello, recently I have downloaded a standard free version of SDP, below are the some issues I am facing in my environment. 1. SQL Server is Running with SSL and while changing Database server from postgresql to SQLServer it says "I/O Error: DB server closed connection" with some google help i found that its because of forced SSL or Encryption. but cannot find the solution. 2. SDP Server is also running IIS with SSL, and all the sites are dedicated to one IP. for SDP I have added another IP to the
11 hour difference of time in report
Dear Team, We've been facing 11hr time difference from the ticket creation time-frame,when we run reports end of each month. Say for example, if the ticket created at 2230 then in reports it come up with created time 0930 AM not 2230. We've tried to change the server time as well, but still no joy. Please assist. Thanks
Regarding helpdesk implementation
i hv a organization and i want to implement this fantastic helpdesk software for my organization, plz help and suggest me how to i implement this free tool and user can get support through this portal?
Field And Form Rules
hi every one, i have a question regarding form rule i need to make a scenario where if the technichian wants to make a request and these templates already auto assing based on Round Robin model,, i made a rule but it didn't work well, so if somen have any idea please help. find the attachement to see the rule i did thanks,, Nuha
SDP relationships between SLAs and Hours of Operation
Totally new to SDP and and working through setting it up. Whilst I can see SLAs and hours of operation need setting up I am not clear on their relationship. My assumption is that any SLA "clock" will suspend during non-operational hours. AM I correct in my assumption? Rgds Simon
Update to 9304
hi my version is 9218 and i want to update 9304, but when i start update it Asking me to make backup and then its write error
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