Exporting full body copy of Change Requests and Service Requests/Incidents
Hello I have the need to move a bunch of my tickets to my billing ticketing platform. I'd like to get the query of Service Requests and Incident Requests I generated from Reports (shown below) altered to add the the data of the conversations = the responses between customer and staff on the Request. Reports seem to only offer a summary with the subject line. Basically, I am looking for a query joining the Requests and the Conversations - if that can be accomplished in a better query than the one
AD Import Error - where`s the log file
Hello, we have Problems importing AD Users inside Service Desk, some of the accounts failed. Is there any log where we can see whats the Problem? Thank you.
Conversation entries - What table
Hello, I retrieve data from servicedesk database in ms sql server and I find it difficult to get particular entries in 'requester conversations'. What was written both by requester and technician to be precise. As I found out I can find conversations in table conversationdescription (workorder>-conversation->conversationdescription). Text itseft is stored in an unfriendly format to analyse but it can be dane somehow. How about entries made by technician as first answer to request. I assume that
Ability to copy a ticket?
I wanted to see if there was the ability to duplicate a current ticket. Sometimes we get a few users that need the same hardware but they need to be opened on separate tickets for billing purposes. Is there a way to create a single ticket and duplicate it?
Assign Due Date after Approval
Hi guys, Anyone have any idea how to allow the due date be assigned after the request has been approved instead of upon creation of the request. Thanks in advance for your help!
End User Landing Page Changes
Is it possible to change the colour of "Report an Issue" on the main landing page for the user? We are looking to change it from a blue to a red. EDIT: I still have had no responses in the forums or from ManageEngine. I was able to edit the colours but it required an awful lot of digging. It required the CSS file 'sdstyle.css' located in the "C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style" folder to be edited.
When CC user reply to an email
Hi, I have just implemented Manage Engine, and would like a small clarification on an issue. When a technician replies to a requester and a requester who is CC (not the original requester) a new ticket is created. Can't the conversation keep on going under the same ticket? As this would be an issue if every time a CC user replies in the conversation a new ticket is created. Am I missing a setting? Thanks and Regards Daniel
Include Computer Description In CI Details
Is it possible to include the "Computer Description" field (found in the System Properties of the computer by the computer name) in the in information that is imported with the ServiceDesk Plus Agent?
Upgrade - where are the instructions?
Hi, I believe I have version 8.1.0 of ServiceDesk Plus: Where I will find the instructions how can I uprade to the lastest build. And how to check my build -> on the above screen I believe there is only version.
Subjet line configured read only?
Can the "Subject" line in the various Service Request and Incident templates be configured as read only? Using SDP 9038 & SQL Server 2008 R2. Thx
ITIL/SDP question: How do you recommend handling requests that are lengthy by nature or dependent on another process?
Hello, I am looking for any input on how to handle requests that are lengthy by nature or dependent on another process. My users are asking for an SLA status of "Project" or something similar with no due date. I'm not entirely comfortable with this option. I've added Status values of "Associated to Change" and "Associated to Problem" so that the SLA timer stops on those guys. Here's our scenarios: 1.) An issue is identified with our patient management system that requires a software patch from the
Request merge notification
Is it possible in anyway that when two request are merged, that the requester and the assigned techincian receives a notification? We came across this problem when an admin merged two request. But the technician wasn't aware of a change in the request. therefore was still waiting on feedback from the requester Thanks Alex
Delete asset after computer object is removed from AD
Hi all Is it possible to delete a computer asset in SDP on next windows domain scan if an asset no longer exist in AD? Ronnie
Can I Prevent requestors from selecting Assets from a site that they do not belong to?
The Asset selector on an Incident Template allows the requestors to view and select an Asset from any Sites. (this is part of the 'Requestors' details ). This means, a requestor associated with the London site, is able to see (and select) all the assets in Service Desk plus – including assets assigned to a different site (e.g. Tokyo). The form defaults to my requestors site (eg London) - but I don't appear to be able to hide other sites - or even hide the asset selector? Is there a way to prevent
How to work a ticket? Notes and comments and replies, Oh my.
Howdy, Every Help Desk software I used basically stored any notes, comments, replies, etc in chronological order so you could see everything that was going on with a ticket in the initial view. SDP doesn't seem to do that and I'm not sure how to properly use the system. If a ticket comes in, I may want to type in some notes that I'm working on the ticket and what my next steps are. At some point I will need to send notes back to the user for more information or to have them try something again.
How to convert all SQL data to North American Time Format.
Hi, Is there a way to instruct the SQL Server to convert all SQL data to North American times, so we do not have to do this on every report? Sincerely, Steve T.
Managing software licenses
I'm looking for documentation which explains how to enter software licenses and manage them. I started putting in my license information and let the application apply the licenses to the workstations, however I am having issues with adding additional licenses which have the same Serial Number. This is not an application issue, I 'm not understanding the software license management workflow. Any suggestions? Thanks Sal
Automatically assign all tickets to a Support Group?
Hi, We are setting up SDP and will have 2 or 3 support groups (Level 1, Level 2, etc). We only have 1 email address that comes into SDP (ITSUpport@...) and we want all tickets to get assigned to the Level 1 group by default and to have an email go to the Level 1 people when that happens. The only way we want a ticket to go to the Level 2 group is if a Level 1 person manually assigns it to that group in which case we then want the Level 2 group members to get an email. I see things about adding a
ServiceDesk Plus - Update requesters from Active Directory
One thing noticed is that if a requester has previously been imported from Active Directory, once they leave and are removed from AD/the OU they were imported from, they still remain in ServiceDesk Plus regardless of any subsequent syncing. This means that SD Plus can become full of a whole load of redundant users that you otherwise have to manually remove - unless there is a better way to update?
Request catalog tab not available to user
Hi, I configured a service catalog but when users login to service desk the request catalog tab is not showing, where can I configure permission for users to view service requests?
Attachments
Hello! Please tell me, is it possible to connect a specific directory to one of the patterns of requests for all attachments of this template is placed in this directory?
Search in Response not happening?
Hi there, It appears that the search tool on the left of the request module as welll as the one on the top does not allow or perform any search inside of Request Respons. Real Life Example: Request description: Hi, Please create a new Window user for "James Brown" Reply description: Hi back, new User "jbrown" has been created. If I now search for "jbrown" I will get NO results at all. Is there something I'm doing wrong or is this a bug or a missing feature? Cheers, Per
How to install a private SSL certificate
Hi there everyone! Over the past year or so, I've seen a lot of discussion dealing with getting third-party SSL certificates to work in ServiceDesk. Within that discussion, many of you have had a terrible time getting it to work properly, and some I don't think ever got it to work at all. I myself didn't have the need to mess with it, so I've never investigated the problem. However, that has now changed. I believe part of the problem is that you are expected to either use the certificate generated
Search for two or more priority at sametime filtering in Task submenu
Hi, Can i set two or more filters at sametime on priority combo box? Example: Filter by two prioritys"High" and "low" at sametime. So.. shows only "High" and "low" tasks. Thanks SDP 9.1 MSSQL
Email Recall Function like Outlook
Hi Support Team, Is there a way to recall email when using the system. like in outlook recall function?
Company Bulletin Announcing new SDP
Might be a bit off topic, but we are launching SDP shortly and want to communicate to everyone in the company about the switch over and offer helpful hints etc. Has anyone created a bulletin or flyer etc to this effect? Or did everyone just throw the switch and change over? Thanks Jason
Where do I find scheduled reports?
We're using SDP 9103. We have some reports that get emailed weekly. Where do I configure the scheduling for these reports? I went to Reports > Scheduled Reports and the list is empty. I just assumed they would be in this section. Thanks.
Technicians from one site can see cases from all sites
Hi, We've just added a second site to our ServiceDesk Plus and assigned a new technician just to see cases from that site. Even after applying those changes, if the technician select "Pending requests" he is able to see the cases from all sites. Can you please advise if this is a bug or we are missing something? thanks in advance, Sergio
Database table with ServiceDesk version & build info
I'm looking to query the database directly for the Version and build number of ServiceDesk Plus. I'm looking for the same information found on the About>Help page.
ROBO Tech
Hi All, I am just starting to configure robo tech. I have a few questions. We require technicians to enter time on every request. How can I configure time for robo tech in the template. Also I would like to know is there any way for my end users to reset there passwords all on there own with out any technician intervention. Thanks in advance for your help. Troy Bifulco
Custom Notification
Scenario: I have a new employee template. We use the same template regardless of domestic or foreign site. Upon submission by Plant Manager or technician from a remote site, I would like a notification (email, alert, etc) sent to a group in HR. I also, based on feedback (employee #) from HR, would like to send a notification (email, alert, etc) to Finance so the new employee can be added to the cost center groups. (this is information provided by the HR representative. Meanwhile, I have a number
Translate "on duty" "comp off" and set clearance day
Hi, How can I translate "on duty" and "comp off" from scheduler? And, i can't find the clearence day on scheduler. SDP 9.1 MSSQL
Autoassign asset to incident by custom field
Hello. First of all i want to say, english not my native language, so don't blame me for that, please. :) I've got uniq ID on every workstation and all this workstations was added to assets in "servicedesk plus" with additional custom field labeled "ID". Is there any opton to make custom field in incident template wich one will be linked with the field in asset? So, during incident creation, i can fill this field with workstation ID and it will automatically attach asset with the same ID to the incident.
Additional Hard Drive Info?
I have a requirement to add a tracking ID and physical location (single-line text field) to each of our hard drives. The tracking ID is generated by another system and must (somehow) be associated with a specific hard drive. We are currently running weekly Domain scans which return basic information on the workstations, including (some) hard drive info. Is there a way to add this information to each hard drive in SDP? It's important that the tracking ID and physical location be associated with
Licensing Question
I recently got one of those free licenses from https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree for 100 techs and It says expires next year my question is will I need a new file next year or will it still work and never expire like the free versions available in the installer?
Approval email notifications
Can someone tell me if there is a way that when someone is requesting hardware or something that costs money, that the email to the approver would have more information? I.e. Item and cost? Or is there a way to use the purchase module so that the approval goes to the manager with all that information? If you look at the approval emails, they are rather limited. Then when you click the link, there is not much information there for the person approving to know. For example, is the phone request
How to Use "User Groups" - where is this useful?
I have created two types of Users in the "User Groups" area under ADMIN of ServiceDesk. I don't see anywhere within Service Desk that I can use the groups I have created I am a newbie so I apologize if I am overlooking something obvious.
Error on business rules
I wanted to consult you can no longer work due to no rule of business, everywhere is configured as follows.
Blank page on startup [RESOLVED]
When I start my service desk up the page is blank I can not enter logon info. ===================================Start Up Log File====================================== C:\Users\cogenyk\Desktop>set wdir=C:\Users\cogenyk\Desktop C:\Users\cogenyk\Desktop>set PRO_HOME=C:\SDP\ServiceDesk C:\Users\cogenyk\Desktop>cd /D C:\SDP\ServiceDesk\bin C:\SDP\ServiceDesk\bin>SDPLaunch.exe -launchapp C:\SDP\ServiceDesk\bin>set ERRCODE=0 C:\SDP\ServiceDesk\bin>echo 0 0 C:\SDP\ServiceDesk\bin>cd /D C:\Users\cogenyk\Desktop
Server does not start after upgrade
I am upgrading from build 9048 with mssql to 9100. After I apply the update, it says it installed successfully, but when I go to start the server, it does not start. Right before the update finishes, I receive an error stating, "Exception occured while extracting EEAR file : server/default/deploy/fosagent.war." Please advise me on what to do. Thank you, Jason
Next Page