archive folder arcconversation
hi - looking at deleting some older files from the server, if I don't really want to go back to jobs older than 4 years, can i delete the folders in manageengine\servicesdesk\archive\arcconversation and is there other folders in that area that could be deleted? just so when i do the next upgrade and run a backup, it's not copying a ton of useless info.
Combine Survey with Close/Resolved emails
Having the survey email separate creates too many emails for the users. Can we put the survey link in the close & resolved emails?
Merging pre-upgrade request with post-update request = Issues
Hello, I sent an email to the support AND a reply to the ID(7392735) they gave me and yet, no answer at all. I even mentioned I would appreciate feedback quickly. I want to warn everyone upgrading from Pre 9200 to the latest version: If your technician try to merge and pre-update request with a post-update request, it will give you issues. We recently migrated from 9047 to 9206 and we had 2 cases today where a technician merged and old request with a new one. In the first one, the requester conversation
Bulk Updating Region
Hi all, I am in the process of setting up a new SDP Enterprise environment, and currently have almost 3000 users imported. Is there an easy way to bulk update the region each user belongs to? For example, could I extract a list of accounts from AD, put them into a CSV with the respective region listed, and import this? I'm sure there is something easy I am overlooking. Thanks in advance for any help.
Bug while resolving a Request with a picture in the Resolution Tab
Hello I'm publishing this in the Forum so others can see this bug. I wonder why I can't find the your notified issue ID SD-58519 not in the known issue list. It's annoying that this issue isn't solved yet. As you can see futher down: Situation two doesn’t work: I write text and place a small picture of a screen shot into the Resolution Tab and Update request status to Resolved. Klick on Save à The Resolution is saved but the status is still open. I have to edit the Resolution and change the Update
Change the request status to Open when a requester replies to an On Hold
I have found several entries online discussing this but not an answer which resolves this query. We need to change the request status to Open when a requester replies to an On Hold/Waiting Customer Feedback. I am currently running 9.0 Build 9032
Merging status
Dear Team, Please help me to resolve the issue of merging the ticket!! If the parent ticket is resolved status and child ticket is in the open status, if we merge the 2 ticket the status will be resolved . But we need it in the open status . How is that possible? Thank you for the help in advance! Regards Anujitha
Json formatting error in API for Attachments
When querying the attachments on an order with multiple attachments, the "attachment" node is identified as a Json array in brackets [ ]: {"response_status":{"status":"Success","messages":[{"type":"Success","message":"Attachment operation successfully completed.","statuscode":"7001"}]},"attachment":[{"AttachmentName":"Cancelling the Forwarding Settings.docx","AttachmentId":62771,"AttachmentSize":"13.83KB"},{"AttachmentName":"QlikviewMDX.exe","AttachmentId":62772,"AttachmentSize":"44.0KB"},{"AttachmentName":"US
Autofill Subject Line From Required Field
Is it possible to create a template that can pull the information from a required filed and put it in the subject line of the request? So for example we have an Add User template that we created for new employees. One of the fields that is required is called Effective Date and Time. This is the day and time that they will start. We would like for the Effective Date and Time to automatically replicate in the Subject Line of the request once it is filled in if possible.
ServiceDesk Plus
I need to relocate our ServiceDesk Plus from server to another with the same operation system (Windows 2008 R2 Std) Can someone help me with this or send me a step by step procedure on how to do it!
Best way to display Request Body
Hi, We're writing a new UI to interface with SDP. I'm downloading the Json of the request which returns a string for the request body. Has anyone else had to deal with rendering this as a webpage, since most often they're HTML encoded emails? Any suggestions would be greatly appreciated. Thanks, Ryan
Requester doesn't see reply when technician replies via Outlook
Hi All, We are evaluating SDP to see if it will work for us. So far everything has been great except for this one issue. When a technician replies to a ticket via the web interface the reply gets added to the ticket and the requester gets the reply sent to them via email. This works just fine. However, when a technician replies to a ticket via email (Outlook) the requester gets an email with a link that will take them to the reply instead of the reply text itself. Why is this behavior different
Technician email replies don't send to requester
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Technician email replies behave differently than technician web-response replies.
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Add all Service and Incident Templates for a given Service Catalog Item to one or more User Groups
Folks, I'm aggressively trying to deploy the service catalog. Not all of our sites get all of our service desk services from the catalog. For example, some of our sites may utilize Financial Software, so those sites get the templates (incidents and service request templates) from that service category. When I have to deploy a new service catalog item to multiple user groups, however, I presently have to go into every incident template and every service request template and add the group. Is there
Setting up Notification Templates
Hi All I am new to to ServiceDesk Plus and trying to setup some notification templates. I am setting up the template to Acknowledge Requester by Email when a new request is received and would like the email to include the original requester's email in the body Is there any way to do this? Thanking you in advance Margaret
Technician Hours?
Is it possible to separate technicians by their shifts so that round robin won't assign a ticket to a person who is currently not on-site?
Integrating with ServiceDesk API through Silverlight 5
Hello, Would you have some sample code for integrating with ServiceDesk API via Silverlight 5. I am able to connect to ServiceDesk via WCF Service but when i use Silverlight 5 with REST call (httpclient 2.2.19) the whole thing hangs. I have been working on it for quite a few days but no luck. I would really appreciate your help if you could help me with some working sample code for the REST call. Kind Regards, Jagannath
Adding text into a request template, but not a field
Hi To try and support our customers we would like to put some descriptive text next to a field. This text will help them understand what information they need to put into the field. For example, the approver field. We need to describe what that means to them. The text field would state "In this field you need to select your divisional director from the list available". Can you advise how simple descriptive text can be applied, I can only see the ability to apply fields to the form. Thanks Rob
Problem Management Workarounds and Solutions
Hello, We use the Problems module for problem management and when workarounds and solutions are added to the problem, they are then added to the Solutions module as a knowledge article. We are receiving feedback within our business that from a problem management perspective, the process of getting the information into a Solutions article is onerous and time consuming for workarounds. The process we seem to need to follow to do this is: - Enter a workaround in a Problem - Select our Known Errors solutions
SLA about to be breached - Notification Rule?
Hi there, Is it possible to create a notification rule within SDP, where it will email a set of people when an incident is about to breach it's SLA? Any assistance/advice would be much appreciated! Thank you (We're running v9.0 Build 9028)
Problemm after update 9207 The template value Group
Problemm after update 9207 I think, problemm the SDF-60807: Option to assign a request to a Group / Technician from request list view. If Technician opens request - The template value pointed in the field GROUP (LanAdmin) become lost value (--Select group--). If User opens request - The template value pointed in the field GROUP (LanAdmin) value (LanAdmin) - it's Okey
field locations on templates
We are working on some new templates for requestors, we design the form and put fields in various locations to make the form a logical sequence. When we press save the form seems to render/move fields by itself and change where we wanted fields placed. We have a desktop publishing expert and if there isn’t a solution to the above is it possible to design our own HTML forms?
Change Review Schedule
I've noticed that on the Review stage of an SDP Change Record, there's an option to schedule a review with the following fields found under the Review text box: "Next Review Schedule: {date} {time}" Just wondering if reaching that scheduled date time triggers an e-mail or a notification somehow? Or is it just a field for reporting on?
Use of Description Box in Templates
How are most people using the Description Box in the ticket templates? We use ours to describe how the requestor should complete the template however, it leaves us with the challenge that there isn't a box for users to describe their issue in detail. Please view my attachment document. Looking for feedback!
What does Status color do?
When creating a status you can give it a color: but I don't see this anywhere on the requests screen: So what effect does setting a status color have?
Mass Request edit Issue........
If I click multiple requests and then click Actions>Edit Request, a dialog box appears which allows me to edit one or more fields. The default for the fields are "Leave it as is". However, if I want to put the selected tickets into a particular person's queue, I have to change the "Site" to something other than "Leave it as is" in order for the Group and Technician drop downs to populate. I am on 9.1 9109
Create Custom Script - Change Status when reply
Hi :) I would love to create a custom trigger that would change the 'status' of a request/ticket when the user is replying to that ticket. Have any of you tried to make something similar to this? / Claus
Preventing Past Dates on Additional Fields
Hi, On a number of templates we have created our own additional date fields (e.g. for a user to specify when they would like a certain service to be provided). However, there is nothing preventing the user from entering a previous date in the past. Is there a way we can set it so that users must enter a future date in the field and not let them set a prior date? Thanks, Daniel Comley
REST API. Get request by custom parameter
Hi! Can I get request via REST API by custom parameter? By Subject, for example. I have tried to use INPUT_DATA option in request but it doesn't work. Like that: INPUT_DATA='<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>1</value></parameter><parameter><name>subject</name><value>Example Request Subject</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details>' Is there the ability to do that kind of
How to show inline images in a ticket?
Hello, I am using a SDP standard edition on premises. The server is based on Ubuntu, and one server is setup as both application and database server. While the tickets are getting fetched from email, the inline images in threaded emails are not getting displayed in the ticket itself. The hostname is servicedesk.mydomain.com When I right click an inline image in the email thread, and click open in a new tab, the image doesn't appear with the below link - http://servicedesk/inlineimages/WorkOrder/403/0.jpg
Survey 'design' sandbox
We are going to be overhauling our survey that is sent out to end users but during that process, while it is being fine tuned for the answers we need, it would be handy if there was a temporary design area. This way we can setup the new questions before it goes live. Possibly even a survey list where you could have 2-3 optional surveys. P.S. - We are discovering that having a built-in SDP 'Sandbox', where many things can be tested without affecting the production version, would be extremely handy.
Advanced Analytics
Is there an additional charge for using the Advanced Analytics? It sounds like a more robust reporting engine that we might eb able to use is it's included with the SDP license. Thanks David
Update from 9.0.X to 9.2
Hello, we are moving our installation to a 64bit windows server 2012R2. The 2003R2 installation is at service pack 9.0.X. We plan to upgrade the old installation to the most recent version 9.2 and export / import the data from the old to the new system running a fresh 64bit 9.2 installation.. Problem: We need the service pack to upgrade from 9.0 to 9.2. Not all of them are available on the sp-page. Where do we get the older packages from? Thanks in advance, -Thorsten
Yellow Notes
Please Please put the yellow back in the notes icon.
Merge Request via REST API
Is it possible to merge requests via the REST API? I can't seem to find it in the API documentation.
Where is Time Elapsed Analysis
Hi All! After upgrade to 9207 Time Elapsed Analysis was removed from tab :( Why? Where is time info per each request ???
Buisness Rule not work.
Hello. I need help. I created business first business rule. 1. I added a one category - Bank Software. In this category I created a sub-category - Payments, Cards. My business rule. If a sub-category corresponds to the value: Payments, then the application must be transferred to the group Payments. After creating the application, the filter exhibiting group payments and the application is not there. It can be seen only in the filter all applications. Why not work?
Quick-Search for users open requests
I'm wondering if there is a way to build a menu feature around this or if there's another way to do this: From what I understand, if I want to find a user's open ticket, but she isn't necessarily in my filtered view or my group, the process is: 1) Change the filter from my filter to All Open Requests. 2) Scroll to the right to find the magnifying glass [Feature Request: Put the magnifying glass on the first entry instead of the last] 3) Scroll back to the left to find the requester field. 4) Search
Congratulations!!
We upgraded to Build 9207 on the weekend. One of the first thing I noticed when I opened a ticket is the look of the fields below the Description field, specifically the layout. This is a great improvement making it much easier to read the information located in that area. I'm attaching a screen shot. I like this layout. JMichelD
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