Reindex.bat not working in SDP 9.2 build 9234
I am running SDP 9.2 build 9234 with an MSSQL database and whenever I run the c:/manageengine/servicedesk/bin>reindexdata.bat AllModule I loose all search results in SDP. Whenever I search for a term that used to work prior to the reindex no results come up, I have to restore the app sever snapshot for the results to work again. Has anyone else experience this issue?
Migrating Conversation from old helpdesk Tool to New Helpdesk Tool
Hi i am trying to migrate Requests from Service Desk Plus MSP to Service Desk Plus all the requests had imported. New filed created and Names Old request ID do we have any option available to import Conversations and attachments. Thanks Anoop PS Mob - 9995822232
pgsql connection string
What are the connection strings to use pgadmin on the pgsql version of SDP?
Notifying requesters when a ticket has changed group.
Hi, I have a feeling this may be a configuration issue, but we wanted to send a notification to the requester when the group has changed on a ticket. The scenario is we have 3 groups of desktop, infrastructure and Software support. We would like to notify the requester that it has been moved to a new group to be investigated even if it is not assigned to a technician. I can't see a way of creating a custom notification rule on the configuration wizard. I perhaps wondered if instead of using
Duplicated "Resolved" Ticket are not Being Closed Automatically
Recently we found hundreds of requests that are resolved but not closed automatically. We had set a rule to auto close resolved requests within 10 days. After going through in details, we found that these tickets are copy/duplicated tickets. The copy is done from a resolved requests, and the user/technicians didn't trigger the change of ticket status, therefore the tickets are not triggering the auto close rule. To prevent this from happening again, is there a way where we can disable the "Duplicate
Need to base Field and Form rules on requestor values
Is there any way to trigger Field and Form rules based on requestor field values? Here is my situation: We have a large number of users without a dedicated phone number of their own. I need a way to require a contact number when we put in a request from them. I have created an additional field to store this and added it to every incident and request template. I was hoping to use field and form rules to say: When Requestor's phone number is blank mandate that this field be filled in, but it doesn't
Notification Bell
Good morning, After update server from 9209 to 9223, the notification bell doesn't work. When a technician receive a ticket or when a requester reply to a request, the notification bell Doesn't work. ( if I click on bell inside there are notification, but near the bell there aren't number of notification like before update. I Try to made a new server with only 9223 version, the same issue. I hope it's clear my issue. BR
Google chrome browser
When I launch Service Desk using Google Chrome, I lose a majority of the tabs.
Custom SLA (or trigger)
Looking for assistance in building out some new rules for tickets created in our environment. Currently we only receive tickets in via email. 1. I was hoping to create a rule or SLA that would generate an alert (email) within 2 hours if the ticket had not been assigned to a technician and a top level category assigned. We currently have subcategories and it seems to me you can't leave that blank if you select a top level category for a new ticket. 2. Once it's categorized create SLA's that generate
PO emails
I'm not receiving a copy of ordered PO's even though I am CC'ing myself. Any ideas?
Email merge using .xls
We frequently receive access requests for new users prompting a series of emails that are identical excepting the user credentials. If I have 10 tickets and I need to send out two emails each that are identical except for the UN/PW a mail merge is the most efficient way to do this. Is there a way to do this using Service Desk or do I need to go outside of this application and use another program to do this?
Listing of keyboard shortcuts
In a recent discussion someone mentioned that pressing n twice is the keyboard shortcut for adding a note while in a request. This is very useful and I'm assuming there are other keyboard shortcuts available. Is there any documentation on all the available keyboard shortcuts? Thanks!
editing multiple requests
Hi, when trying to edit multiple requests by group i am unable to change the group See screenshot Is it possible to edit and re assign to multiple groups Thanks
startout.log
Hi, You can specify what kind of file and can I delete it? Why does it take so much space? Size: 47.2 GB Date of creation: 22.04.2016 ...\ManageEngine\ServiceDesk\bin\startout.log Thanks.
Identifying Incident or Request through variable
What is the method used to differentiate an Incident from a Request in the technician request list? There is an icon there that shows whether it is Incident / Request, but I can't figure out what it is that it is triggered by? Is it some internal flag trigger by which catalogue the ticket is raised from? The minor thing I'm trying to resolve is that when a ticket notification is sent to the technician we want to have an identifier in the notification to say whether it's a request or incident. I was
Combine Survey and Close/Resolve tickets
There are too many emails to the end user at the moment. We'd like to combine the survey link into the closed/resolved tickets. Is this possible?
API & GET_REQUESTER operation trouble non-english names
Hello! I have "username" in result of GET_REQUEST operation. I need get requester information of it's "username" I have a trouble around GET_REQUESTER operation for russian names :\ request for example: http://localhost/sdpapi/requester?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXX-XXX-XXX-XXX&INPUT_DATA=<Operation><Details><parameter><name>username</name><value>Иванов Иван Иванович</value></parameter></Details></Operation>&format=xml It will responses for me ALL of requesters in SDP - non correct. But
How to automatically select implementer when a change is created?
When we create a new change request, we want to automatically assign the change technician to be the implementer. Can this be scripted using a custom trigger? Best regards Dave
Pull computer name to ticket
Is it possible to script adding the clients computer name to the ticket? We are currently running the demo version of service desk plus to see how it compares to other helpdesks and this would be an extremely useful addition.
Custom Group on Tech Availibility Chart
Hi, I've got a question about groups looking at the tech availability chart. I see the default group to choose is "ALL TECHNICIANS". Is there any way to create a custom group to see a select group of technicians? Thanks
Error "Cannot insert duplicate key in object 'dbo.DepartmentDefinition'" when trying restore DB from Mysql backup to MSSQL
Hi, I'm trying change my 64Gb MYSQL Database to MSSQL, the backup runs fine, change DB Server, restore starts but a momente i received this error. Can someone provid some help. :) Version ServiceDesk plus 9200 Regards
Live Chat
Hello, How can we configure Live Chat in SDP? How does it work? Best regards, Demetrius
Site associated to a requester - how to ?
Hello, our Company has 3 sites. How can I associate each requester to his Site ? thanks in advance. Claudio
Work Flow Diagram
Hi everyone, I don't want to re-invent the wheel, would anyone have a basic ServiceDesk Plus workflow diagram please. Thanks again for your help.
Request template and Submit form help
How do i create an execute script that on form submit routes to a specific technician based on a field value that is selected? I have selected the script that is $CS.mandateField(["TECHNICIAN"]); do I enter the technician's name within these brackets? I am notsure of what the script wold look like/say.
Automatically change asset state
Hi everyone, Is there any way that SD automatically changes assets' state? I need to change state from assets no scanned in last 45 days to "Expired". Thanks!
SD Plus and Desktop Central integration
In the past, I have used these two products. The integration seemed to be a separate but linked integration. For example, the inventory in SDP was not populated by Desktop Central. the built-in components of SDP inventory mgmt, were not fully integrated with Desktop central. (think asset, change, purchasing, etc). Has this improved to be a more "unified" solution when you own both products?
change username under domain, what will happen under SD?
I need to change an username under domain controller In SD is a technician, what I need to do to change it also there and keep all the history (old request assigned or created) updated with the new one? Thanks Stefano
SDP Asset Management: Storing Warranties & Support Documents
Hi Is there a function within ServiceDesk Plus (Assets) for storing asset related documents, such as warranties and support documents? Kind Regards Dennis
Sample complete ervicedesk
hi Dears Is there any test server that is completely implement ITIL with servicedesk plus? I want to see all of modules integrated to each other in the servicedesk plus. it can help us to know much more about standards and implementation of them. so Thanx
Sending external email
Hi does anybody know why emails to external addresses send from service desk but do not get to the destination address.
Any way to close all incents in a problem
Hello, If I'm including various incidents into a problem, can I close all the incidents if I close the Problem? Thank you.
move to 64 bit java?
I have recently started helping with an existing sdp deployment 9.1 Build 9103. The install is on a 2008 Sp2 x64 server, but I notice its running 32 bit java (see below). Is it possible to swap in the 64 bit jre, and use the wrapper-64 file in place of the existing wrapper file? Is there any guidance on this process or documentation to make the switch? E:\ManageEngine\ServiceDesk\jre\bin>java -version java version "1.6.0_45" Java(TM) SE Runtime Environment (build 1.6.0_45-b06) Java HotSpot(TM)
Active Directory Import missing fields
Running an AD import, it runs successfully and all records appear to be "overwritten" with zero errors. But one of our Technician's job title didn't change to reflect what is in AD. Everything else seemed to be OK but in the even log, job title is blank when I know it's populated in AD. It's currently blank in SDP. Please advise on why that field isn't being updated and what I need to do or where I need to check to troubleshoot. I am assuming that Technician's info will be updated with the daily
Scripting emails
I have a question about functionality and scripting, First, I am using Service Desk 9.2 Build 9231 and will be updating to 9.2 Build 9238 with in the next week. What i would like to do is to send an email when a request is created based on the department field. ie; When a requestor creates a request i would like to send an email to a person based on what is listed in the Department field of the users preferences. I realize that SD+ sends email to the technician and requestor when a request is created.
SLA steps - what happens when re-opened
So what happens when I have a request and SLA of 30 hours. The request is responded to and closed after 20 hours. 5 hours after, the user reopens it (or it gets reopened via email). How much time do I get before the SLA is violated? Is it 5 hours or do I get a full 30 hours? We are on build 9236 moving to 9238 so if any behavior changed between those versions, please let me know. Also, as a feature request, it would be more beneficial of the below fields were countdown timers rather than what we
Keep search fields bar open
Is there a way to keep the search field bar open at all times? (Eye glass button) Our help desk likes to utilize the search bar at the top to quickly search for Requester Names and Status. Unfortunately, the search bar closes each time the page is refreshed.
Edit products and vendors without admin privileges?
Is it, in any way, possible to edit products and vendors without complete ADMIN access to SDP?
Export Attachments
We have an attachment that is used for requesting access that comes from a specific Requester. Is there a way to export these attachments all at one time from this specific Requester to a folder? Thanks,
Problem Module and Updated Date field
I am trying to determine what purpose the Updated Date field in the problem management module reporting serves. I have tested it and if I update the problem record, this field does not change in our problem reports. As an example, I added an impact statement to one of our problem records, but the report shows No Value for the Updated Date field. I would like some sort of report that shows when a problem record was last updated or acted upon. Craig Rice
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