Round robin - avoiding unassigned tickets
We have round robin auto assign setup for servicedesk plus. Some technician moving the tickets from there name to unassigned queue. How to avoid technician from moving the tickets to unassigned or none queue
saving drafts of emails
How many drafts can I save per SDP case? I have a situation where I'd like to save a few before sending, but not sure if the 2nd will override the 1st, 3rd override the 2nd, etc. Thank you in advance!
Self-Service login notification
Hi everybody, I have configured Notifications option to send client information about self-service login. I want to know when this e-mail is sent, what condition activate this trigger? ... Thank you.
Backup issues
What is the preferred way to shut down Service Desk and perform a backup? I seem to have mixed results with the procedure I have been using, which is: 1) run shutdown.bat 2) wait for command window to close 3) run backUpData.bat Often, when running backUpData.bat I get the following over and over, and the backup never executes: INFO: Command to be executed [C:\ManageEngine\ServiceDesk\bin\..\pgsql\bin\pg_is ready.exe, --host, localhost, --port, 65432, --username, postgres] localhost:65432 - rejecting
Service Desk with vmware and vmotion
Suppose I have two hosts with vmware and two virtual machines each. I configured the vmware credentials and I was able to import the hosts and virtual machines. So I added the invoices in each virtual machine. Ex.: Hostvm01 (virtual01, virtual02) Hostvm02 (virtual03, virtual04) The problem occurs when I use vmotion and migrate the virtual machines to the other host. When I scan the hosts again, a duplicate key error is displayed. Ex.: Hostvm01 (virtual01, virtual02, virtual03) Hostvm02 (virtual04)
Migrate Postgres to SQL 2012 Standard (Same server or differente server)
Hi, I am trying to migrate/convert the default Postgres database to a SQL Server 2012 standard on the same server (or different server if migrated sucessfully). Following the instructions here the first results were that SD would not start up. When I do a backup and restore on the same server using default database everything is fine. But when backuping up the database, changing sucessfully to the new SQL server and restoring, now I come up the some funny warning messages in the command line window:
What printers work with Asset management barcoding!
I was wondering if anyone knew what printers work well with Service desk plus barcoding feature under Asset management? I am looking for a scanner and printer to do inventory for my company. Does anybody have any suggestions? Thank you!
Requesters can close a request via automated close link?
v 9.2(9236) link on forum(SDF-29859).
How many categroies-subcategroies and items can i create
Hi, How many categories-subcategories and items can i create? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Strange behavior of access rights in Change Module
Hello. We have got some strange problem. When I assign to a regular user a ChangeRequester role (or Reviewer or both) he can't access the change request details page. When he clicks the URL the pages shows "You are not authorized to view change module and details". Change module roles and rights are by default - I didn't change anything.
SLA for the re-open tickets is not working right
Dears,Could you help me in the below issue;- if we have resolved ticket and before the ticket get closed by system the requester has re-open the ticket and the ticket become due even if the ticket have a few hours. - second case if the ticket closed and the requester has re-open the ticket the new SLA is less than SLA that should given while re-open the ticket......could you help me to know the reason and the solution to fix this problem. Thanks in advance
How do European time, 24h in SDP?
Single Sign On without importing all users
Hello, We are an auxiliary organization on a college campus and are using SDP for our organizations help desk. We have Active Directory Authentication enabled and working, but would like to also use pass through authentication, however, it seems this feature requires a full AD user import. We only setup login accounts for our employees and not the entire campus community and do not want all AD users to have access to our help desk. Is it possible to enable SSO without doing a full AD scan of users?
Self-help PORTAL
Hi there, we're using SPD+, but most of our users prefer to use email for request. And I think it's because, self service portal is too difficult for them. They can't understand what they must do to create a request in SD. It would be better, when they have an ability to self-help with their request, ex. User login to SD Portal index page welcomes him and ask a question - You have a problem or some thing different 2 buttons Incedent\Problem and Request If Incedent Portal offers small servey like
Technician Assignment Emails from ServiceDesk Plus iPhone app
Hello, I am using the ServiceDesk Plus iPhone app along with our inhouse ServiceDesk Plus installation. I am finding that certain activities, when performed using the mobile app, do not generate the same email notifications as the web app. For example, if I create a new request on the iPhone app, I receive an email confirmation as the requestor, however, I am not receiving the second email I would typically get as the system administrator. Most importantly, if I assign a ticket to a tech using
Migrate version of Service Desk Plus
hi, i have a question, i can migrate version 9223 to 9236 Service Desk Plus without any problem, Thanks, Greetings!!!
Update an asset's location - Custom Trigger?
I'm very new to ServiceDesk Plus and am trying my best to learn how to automate certain processes. I've created an equipment request template that contains location fields for which the device requested should be deployed. Our techs review the ticket and if approved, assign an asset to the ticket. Is it possible to get the location information from ticket and append it to the Location field of the asset automatically?
Cost center field in purchase order template removed cost center number after 9233 patch
Am I the only one with this issue? After the upgrade to patch 9233, the cost center field in purchase order no longer shows the cost center number, instead it shows the cost center name associated to that number which is not good for me as I need to see the number.
Notes vs. Resolutions vs. Solutions for technical details.
Hi guys, Just looking for some examples of how others are using the different areas of the request module. Basically, we use the 'Notes' section for technical details and the resolution sections for the user facing stuff. This is mainly due to the resolution being sent in a notification to the user when marked as 'Resolved'. The problem with this is a that all of the new 'Solution' based functionality is based around the 'Resolution'. Adding solutions, finding solutions etc. This has led to a real
Replying to a Request email template shared with technicians and requestors
I have setup the email template for "replying to a request" under Notification Rules with the mindset of this being used mostly by Technicians, and it is as follows: $FirstName, Thank You, $Technician ###-###-#### Company Help Desk The issue is that I've found that when a Requestor logs into Self-Service and uses the Reply feature, it uses the exact same template. Needless to say, the template above doesn't make much sense if the requestor is replying. Is there some way to separate out requestor
Service Desk Plus Mobile app
Hi all im looking to deploy the mobile app but i have some issues with signing in. I have found the following article below, but i have an issue signing in. Other than having the standard web app i have made no changes or purchased any other modules. We are using LDAP as authentication Have i missed something Thanks https://www.manageengine.com/products/service-desk/help/adminguide/mobile-client/iphone-app.html#login
Business Rules
Hi, I would like to hear examples of how you are using the Business Rule feature within your organizations. I'm new to the product. Thanks Terry
What is the character limit in a comments field?
What is the character limit in a comments field, specifically the 'comments' field within the 'close request' object for ServiceDesk Plus. Thanks
Rest API to Add Requesters
I'm trying to come up with a way of automating requesters without using the AD sync functionality (It's a complicated mess, but we can't pull from the AD, directly). I'm able to add a requester using the Rest API, but I don't seem to be able to add extra information like: Login name, domain, password,first name, last name. All those attributes cause the api call to return an error with "invalid column names". Is this a thing where I have to add the requester, then immediately update them? Thanks
"Approve Service Request" greyed out for a user
Hi, I have one user that does not show up in the list of approvers when I am trying to set up a service request workflow. When I checked his user record the "Approve Service Request" checkbox is set, but it is greyed out so I cannot reset it. I am thinking if I can fix this, the first issue will be fixed as well. Regards Dave
Field and Form Rule not working
Hi, I am using "field and form rules" for the first time and can't seem to get it to work. I've set the rule to hide the fields below in the form if "yes" is selected, and then selected all of the fields that I wish to hide. The rule is configured under "on form load", rule execution is "on create/edit" and it applies to all users. I have enabled the rule. However when I open the template to log the request and select yes, nothing happens....it's ignoring the rule. Have I missed something? In
Technician/User does not have permissions to view this request filter
hi i have logged a ticket via the api call in our automation engine. I then run a job to get the request so i can see its status. i am using the below but get the error in the subject line. http://servicedesk:8080/sdpapi/request/%3FTECHNICIAN_KEY=FA258170-D8EE-4B95-9C44-A54E3FE36C01&OPERATION_NAME=GET_REQUESTS INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>89743</value></parameter><parameter><name>FILTERBY</name><value>89743</value></parameter></Details></Operation>
SLA based on Date Field in Form
Our department has a service request for video production that includes a 'Event Date' field. Our team is required to fulfill the production request 10 days after the indicated event date. Is it possible to create an SLA that takes into consideration the date in this field and starts the timer based on that date? A request may come in a month ahead of the event, so setting a hard 10 day SLA does not work.
Problem setup in Android and IOS apps.
Hi team, I have an issue with SDP. I have this link posted on the Internet, I make settings for IIS for me to stay this way: http://www1.xxxxxxxxxxxxxxx.com.co/SCHelpDesk/ Now, I want to set this address on the Android or IOS apps. How do I make this setup?
SCCM integrator with service desk issue
Hi , Please note that i install and configure SCCM integrator successfully , but when I execute the ‘SCCMDBConnector.bat’ the error is appear as shown in attached image , log file contain this : ******************************************************************* Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: Problem while creating connection to Database Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: DBServerName,DBName,DBDomainName,DBUserName,DBPassword
Setting Resolution in Service Request Template
Incident Request Templates allow you to pre-set the Resolution so you can set the status of a request to Resolved ahead of time. I am looking to do the same for an Service Request Template. Obviously the Resolution field isn't available so I am looking to use Field & Form Rules with an On Form Submit rule that executes a script. I can't find the $CS.set command for Resolution. Anyone know the script command to set the Resolution? I am going at this the right way?
My Tasks \ Add filters
You can add a filter to display tasks on the main page (/HomePage.do)? By analogy with the requests. Either add the ability to switch to an alternative \ expanded view. There is "Show all Tasks" (/TaskDetails.cc), but the technicians more convenient to have general information in one place. This panel is less thought out and informative. Thanks!
Service Interruption - Limited Support
Some of you may have experienced slow customer service over the last 12 hours or so. Yes, we have an issue and I want to give you an update. A severe cyclone Vardah hit Chennai on Monday, December 12th and passed over the city several hours ago. All offices and schools in the region remained closed today. Zoho’s Chennai office was also closed, with the exception of our customer support staff who came in before the storm hit. However, customer support has been spotty as communication links have been
Work log search
Hello, Is the work log area searchable? Many of our technicians include in the work log what utilities/programs they ran to solve a problem, but they don't want that information visible to the requesters (hence why it's not entered in the description/resolution). I've already read that the notes area is not searchable at this time. What about the work log?
Work Logs
Dears, i would like to know if we can have a report where the work log for each technician will be calculated, in case i need to calculate the time spent on resolving tickets per technician as per tickets work log not started time and ended time.
Change Management - for a small IT dept
Does anyone have examples of workflows for Change Management in Manage Engine within a small IT department. We are team of 8 people, we don't have a dedicated Change Manager, often the change requester and change owner are the same person (the technician). The process here seems a little complicated for such a small department with a lot of phases and steps. Currently we are often bypassing the change process because it is overly complicated. Ideally i would like the technician to submit a change
New Tables
I am not identifying the tables RCTechnicianIDs / requestcharges in version 9.2 9218, were new tables created? Could inform me ....
My Details Tab Configuration
We'd like to make the My Details tab available to requesters , but we want to configure what they can edit. We only want them to edit their Contact Information. Any way to do this?
Service Request - Generate First Response
I am trying to understand how to initiate a first response in a service request. I have found the "consider as first response" checkbox in notes/worklog - but that only appears for incidents. How can this be accomplished with a service request by a technician without replying to the requester with an emal.
business rules work only for deafault setting site
Good afternoon , There is a problem with manageengine servicedesk plus 9.1 Build 9114. I try to test the system using the free version. Created one region Germany, in its 5 sites with independent settings. When I want to filter the emails between sites I have a problem. In the business rules I have a choice: rule for deafault setting, rule for site 1 rule for site 2 rule for site 3 When I send a letter as if from the user, it is subject to the business rules for deafault setting site. If I'm
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