Version of ServiceDesk - strange picture.
Dear Team! We are seeing strange picture after last update to 9229 build at /Support.do page:
Backup/Export Custom Reports
Dear Support, I am looking for a script/report that I can create to produce a report for me that have the configuration of my custom Reports & Queries. I would like to see the Type, Name/Title, SQL query. I would like to run this report to create system documentation so if we ever have to rebuilt we will have the report queries to re-create. Regards Albe
Desktop Experience Option
Hi all, Has anyone installed or activated this feature?? I can open .pdf files from the SD+ client but other files do not open or have to be saved to desktop. Thanks
Open tasks
Open tasks shows wrong data for IT specialist, it's shows wrong number of assigned tasks.. How I cans olve this issue.. And how I can add new Member as admin rights to the mange engine.. Thanks
Creating a TEST system of Service Desk Plus
I am looking to create a test version of Service Desk Plus so that we can start the upgrade process internally. We are currently on v 9.0 Build 9041 and are looking to get current. Where can I find the install files to build the test system at the same version we are currently running?
Make Task Title match the Request Subject
Hello I wanted to see if the following is possible. Outside of actual service desk functions, my organization is also leveraging the features of this software to track other items. I'd like to find a way for the tasks automated via the workflows and field and form rules to have the Task Title changed to match the Subject of the Request. For my use case, I am always the requester. I will enter a request that will often need the attention of several managers. We have 3 different Request categories,
Requests - Custom Action not showing
I have a custom Action in Stage 1 named PCI. I shows in the Status Drop down within a request. But it doesn't stick. If I choose "Requested for Information", the Status will reflect that. How can I make my PCI act the same way? want to: On PCI, move to Submission-PCI. How do I get my value in that list?
Defining SLA based on the request type and Priority
Dear all, We're setting up SLA's and would like to have SDP setting the SLA based on the priority and ticket type, for example: Incident with Medium priority will trigger SLA: Incident-Medium Request with low priority will trigger SLA: Request-Low How can we implement this in a way that we don't need to configure the SLA for every single Form? Kind regards, JS
Disallow Non-Active Directory User Creation
We are using the Active Directory integration to manage our techs and users in ServiceDesk Plus. So far, it has worked great for us. However, We are seeing non-domain users being created through improper customer entry. Is there a way to force ServiceDesk Plus to require the customer to be a domain user? Or, enable the dynamic customer suggestion to work as a 'contains' query? Also, we are allowing emails to our SDP instance to create a ticket. Is there a way to prevent ticket creation from non-domain
Form manager - Field displayed over one line
Hi All I am using form designer and i have forgotten how to make a field display over both sections of a line, feel quite silly. Using SDP 9.2 9219
Asset assigned to more than one Requester
Hi All, I just wonder if there is any chance to assign asset/workstation to more than User/Requester? This would be very helpful in case where multiple Users are using the same PC or printer (i.e. employees working on the shifts days/nights) Maybe someone found acceptable workaround, if this scenario is not supported out of the box? Any suggestions appreciated. Thanks, Marek
Sites not showing up under Technician Profile
Hello, I am attempting to organize my online portal so I can open it up to my clients. I created a role that I want to assign individuals that limits their access to only viewing tickets. I also selected the option to only be able to view tickets associated with the assigned sites. The problem is that I cannot get any of my sites to show up under -ANY- of my technicians to specifically assign it to them. I have 205 store locations set up as requestors with "Site" programmed in to each requestor
Manage Engine Servicedesk Plus program group
Why the Manage Engine ServiceDesk Plus program group appears only complete for the user who installed the SDP? For other users with administrator privileges appears only "Service Desk Web Client" in the group?
Question about SLA escalation
When you enable SLA escalation, you can select to escalate to another technician or $TicketOwner. My question is if you select $TicketOwner, and the ticket gets escalated...is it the Requester, the Ticket Creator, or the assigned technician that will get the email notification? Thanks.
Pass request values in URL parameter?
Dears, Is there any option to open a request template with prefilled some of the data? Let`s image a simple scenario in which user can request for some hardware, so he have 2 links to click somwhere outside of ServiceDesk. One is request for laptop, another one is request for monitor. And after user click a link I want servicedesk to open a new request template and fill in "Hardware type" combobox with given value. It`s a simple scenario, which I gave only for You to understand my question. And I
Auto Merge/link
Hi , I have an Issue, I wanna merge or link 2 requests automatically when second request is created (E.x: Request 1: ID: "1234" with subject this: "Email Server has been DOWN!" (E.x: Request 2: ID: "1235" with subject this: "Email Server has been UP!" Tell me It's possible? Please go ahead and help me as soon Thanks for you advise warm regards
List of all assets assigned to each employee
Hello, Is there a way to see a list of all employees and what assets are assigned to them? Thank you, Anthony
Set Mode via a Business Rule
I recently added a mode called Voice Mail (which has critera that sets the urgency if the email message is coming from our voice-mail system by recognizing the email address). This has inadvertently changed the default behavior of tickets and now sets all my email tickets to this mode. 1) How can I fix this? 2) Can we have a feature request so that we can specifically set the mode via the business rule? I'd like the business rule to change the mode to 'Voice Mail' when the voice mail system puts
Fields being used for search - Requests
For requests, when I do a "SEARCH", what fields are included in that search? Is it a wildcard against those fields? I created an SR template with a field EMPLOYEE NAME and it's not showing in a search. I can find the SR using search in other ways. Just curious as to where I should expect to find data. Using build 9220 Thanks
Mode field incorrectly set
Recently I amended our call templates, now every call that is raised by email gets a mode of 'voice mail' set, whereas it used to get 'e-mail' None of the templates has a mode set as default, although I did make some attempts to make it a mandatory field but changed my mind. Since then we have had this problem. Anyone got an idea what is happening here ?
Custom Trigger
I have a requirement to take a date field entered by a requester ("UDF_DATE6") and then basically copy that date information to the built in "DuebyTime" While this can sort of be done with field / form rules scripting it requires editing the ticket again since "DueBy Date" does not exist until the submission of the ticket Is there a way this through a custom trigger using powershell? so anytime the ticket is created this data could be copied from one field to the other?
Department master mail
Hi i'm here again for your help. I use 9.2 standard version of the program. I edited users and department. I gave each one user one specific department with a specific department master. I wanted to know if the master of a department can know by mail (by notification) when his user creates a new ticket or if the ticket can be sent by mail to the department master . Thank you for your answers.
SLA viloation
hi, we face an issue with service SLA , some time the user create a request and SDP assign the request to related group by default , the is when the requester submitted the request and the team check the request and related to other group the Tec team reassign the request to correct group and SLA keep send to old assign group ,knowing the request under different group . we need option to reassign the SLA based group or when request create wrong request and assign the request to group and then check
Adding Request Details to Emails Sent From SDP
Is there a way to have all emailed messages include everything that is under Request Details? Such as a $RequestDetails command? This would make it easier to automatically include all of that information in the emails to technicians/groups. I have several templates with different request details for each one.
Import users from Active Directory
I'm running into a problem with importing users from active directory. We have an OU with our accounting users, but we don't want to import every single person from accounting. Is it possible to select an OU but exclude specific people? We don't want to enter users name manually, because as new people are hired, they would have to be imported manually. I would like to see a function where you can select individuals in an OU and have the system remember who is NOT selected so that with a scheduled
respond to a request. Mail Office365
Hi, I have set up an email account Office365. When we respond to a request we get an error. Exception while trying to send notification for Request ID : 184 Mail sending failed. Can you help me? Regards
Remove Status Options from Tasks
I have a situation where there are several status types utilized for certain requests, but not needed for all e.g. Open, Closed, Approved for Development, In Process Some Requests wouldn't need "Approved for Development" I've used the "$CS.removeOptions("STATUS", ["Approved for Development"]); to remove that option on the actual request, and it works fine. What I'm seeking is a way to do the same for the statuses displayed in Tasks For tasks that I have set up to fire off in a specific request category,
Technician's not able to rate Service Desk tickets
We have have some technician's that get the error below when trying to rate closed requests. For some reason some technicians have no problems rating tickets while others get the error message. Build 9211 "User Does Not Have Sufficient Privilege"
Missing Task Tab
Hey All, I have a user that is missing the task tab in a request. Any help on this would be appreciated. She is a technician, and an sdadmin. Jeff Day
SQL Query to find all leased resources for a user
Hi There, Could you please give me an example of a SQL query to find all leased assets or resources for a particular user?
Servicedesk plus agent not detecting different versions of the same software?
Is there a way to configure the SDP agent to that it can recognize the different versions of a software? For instance, we have Adobe Acrobat DC Standard and Professional but SDP doesn't know the difference between the two. There is a significant cost difference between both software versions and this would help us reduced cost greatly. Currently running SDP 9.2 Build 9211 on MSSQL database.
After deleting technicians on SDP, still technician exists!!
Hi, So at work, i noticed that some deleted technicians are getting requests and they are also getting assigned by technician auto-assign. Does anyone know how to delete them totally from the system? My guess is it's somewhere in the database.
Notifications
Hi, It is possible to customize the notification, unless the system for more than 25 \ 50 \ 100 unassigned requests? This is really necessary for the coordination of requests. Thanks!
Monthly/Yearly Query Report for Created Assets
Hi there, I would like a query report which shows all assets that have been created in a month, to be run and emailed on the first day of every month. If it is of no bother, could a yearly version also be created? Our HelpDesk build is 9119. Many thanks in advance.
change the subject in the Change module
hi, is there any option in the change module to modify the subject when the cab members take approval the subject not clear as attached file . and we need to change the subject . thank you
ServiceDesk not start
Hi, the system not start. # sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/sistemas/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx1024m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Several mail account for input
Dear sir, I need put several email accounts, for inbound emails... I don't have problems with this... but when I send to one of these address, the ticket is open with the main address... For example... I have configured in email inbound settings address1@mail.com address2@mail.com When de requester send an email to address2@mail.com... the ticket is opened in the field "To" with address1@gmail.com and not with the address2@mail.com Can you help my. Best Regards.
Service catalogue - Possible to have Approval Groups in workflows, except individuals?
Dears, I would like to know if it's possible to have approval groups, instead of individuals, when configuring Service Workflows. Within my organization, we have three different types of approver: 1) Hierarchical (the Dept_Head and Reporting_To variables you have) 2) The Service (CI) Owner 3) Specific Approval group From what I've seen only 1) is implemented in SDP. Is there a way to implement the two additional ones? Examples: 2) In order to Request installation of a specific software, the CI Owner
Unassigned technician
hi, Good Morning , is there any option to Unassigned technician , because some time the technician assign the request under the specific technician (XXX) no need to allow the technicians to assign the requests to this technician ,when assign the request the system change the technician from XXX to Unassigned. I already check the business rolse but no option to add technician. Best Regards
ADDING ROLES
Hi, I added role to Field & Form Rules: when Status = Closed than my custom field becames mandatory. Why this rule is not propagated when I close the ticket by pressing Close Reques button at the top menu? is it possible to added a role like mine at the button 'Close'? Thanks
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