Assign a request to a support group in a round robin/load balance scheme
Hi, We have the requirement that we wish to have a request be assigned to a technician within a certain support group. This will work off a custom field we added called "Application". The support group could contain multiple technicians, so we would also like this assignment to complete in a round robin / load balancing scheme. For example, a new request comes in and the application is set to MSWord. We would like SD to get this request, have a look at the technicians in the WordProcessing support
connection dump
Dears, Is there any monitor tools to help me how many connection or user login or cashing on the system please advise BR Mahmoud Nour
Pick list items not sorted alphabetically anymore
Hello, After migrating to build 9317, as soon as we update a pick list additional field, the pick list items are no longer displayed in alphabetical order. This is an issue, especially in the admin view, because we are unable to locate the items that should be updated or deleted. Example: Before upgrading (build 9309) After upgrading (build 9317) How can we solve this? Best regards, Demetrius
Unable to submit ticket to an alias email
Hello Team, 1. I have the following incoming email configuration 2. Send an email to 911test@lazada.com 3. But the ticket was logged under itsm.mail@lazada.com email As a result, it's not routed to my support group properly Please help to check Regards
]Jira integration] Error: Check Jira Xml file configurations and Jira server connectivity, please check the log file!!
Hello Support team, I have followed this instruction https://servicedeskplus.wiki.zoho.com/SDP---JIRA---HTML---Integration.html But the error occurs when clicking on action menu On the server where hosts this application, I can connect to Jira via browser (can login, create ticket, etc) Please have a look at my logs [17:26:51:557]|[07-20-2017]|[com.manageengine.servicedesk.actionplugin.workorder.util.RequestActionExecutionUtil]|[INFO]|[80]|: Get Particular External Action Menu Details::{"MENUID":301,"NAME":"Create_Jira","DESCRIPTION":"","ALL_ROLES":true,"FOR_TEMPLATES":1,"ISENABLED":true,"EXECUTORTYPE":"class","EXECUTOR":"com.servicedeskplus.integration.JiraActionImplementation","HTML_LOAD":"Create_Jira_Ticket.html","HTML_FOUND":true,"SELECTEDROLES":[{"id":49,"text":"AERemoteControl"},{"id":82,"text":"EnableCMDB"},{"id":301,"text":"MEAgent"},{"id":602,"text":"MELead"},{"id":302,"text":"MEManager"},{"id":601,"text":"MEWriter"},{"id":4,"text":"SDAdmin"},{"id":61,"text":"SDChangeManager"},{"id":51,"text":"SDCo-ordinator"},{"id":30,"text":"SDGuest"},{"id":37,"text":"SDReport"},{"id":109,"text":"SDSiteAdmin"}]}|
Hello, I've inserted some Incident - Additional Fields from databse.
Hello, I've inserted some Incident - Additional Fields from databse. There are lots of fields that we don't want to insert them by hand and maybe there will be updated by another database, and these fields should be up-todate. So, I decided to insert them on database side. For test, I first inserted parent field, which is picklist, but not any values and see that in table [ColumnAliases] one row inserted with [COLUMNNAME]='UDF_CHAR8' and [TABLENAME]='WorkOrder_Fields' for the rest I've inserted field
Backup Issue
Dears, please need your advise for why when I take a backup divided into two parts as per the below BR Mahmoud Nour
Notify technicians when request is updated and unassigned
Hi, I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply? Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them? To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned
CAB Cannot approve change
I face the approval issue on servicedesk-plus version 9.3 Build 9314 while CAB approving the change. The message show dialog and said "You are not authorized to perform this action" after CAB clicked on "Recommend" link under their name. I can't re-produce this issue. It not occur with every change nor every CAB. Please advice me, Thank you in advance. Jeerasith.Sr
Incident Template Question -- create additional incidents instead of tasks
I want to create an incident template, however instead of creating tasks associated with the incident, I want to create subsequent incidents. for example: New User Template User submits template and instead of creating 10 tasks that need to be completed for the new user, it creates 10 additional tickets for items that need to be done assigned to specific technician or groups based on what the item (task) is. Please help
Disable Default Request
Dears, kindly be noted that I disabled the default Request from the Self-Service Portal Settings but when user open the ManageEngine Service Desk from internet explorer 8 get the mention snapshot I know that user must upgrade the internet explorer but there is link the below warning to allow user open ticket with the default request, How can I disable this link please advise
Update Request Via Email
Since upgrading to 9.3 Build 9317 whnever we send an email with the request id in the subject (eg. ##1234##) It creates a new request rather than updating the request specified in the subject. Can this be turned back on or has this feature been removed?
Service Desk Plus is close after run.sh
After executing run.sh, the script is paused. Start the system but if I close the putty or cancel the line, the system makes a shutdow. Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 27 days ServerContainer [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] AdventNetServiceDesk [STARTED] Server Started. Please connect your client at http://localhost:8443 at this point, all its OK... i can loggin
Is there a way to make Parent and sub folders in the Asset Groups?
I have groups of many PC's that I would like to set up in Asset Manager under Parent Folders. For instance. for the way our business is broken down you have several Zones 1-4. And each of these Zones would need to be broken down further into sub-group folders by the different satellite locations, then I could assign assets that way. This would be to mainly simplify areas and run direct reports if needed. Is there a way to get this structure setup in the Assets section with Parent Folder followed
CMDB - Discovery not detecting IIS and Websites
What would cause network or agent scanning discovery of a WIndows IIS Server to detect all software except IIS and the hosted websites? We heavily use IIS website hosting for our crititcal business component websites and their discovery/scanning for changes is critical to populating our CMDB and automating our CMDB auditing.
Send Mail using Office 365 SMTP Relay
I can fetch mail from Office 365 just fine. It's when I attempt to use the smtp.office365.com relay service, that the SDP hangs and says "Sending notification failed." Note that if I change this to our on-premise Exchange this works fine. We're moving to Office 365 though and I need to get this working with it. From the server that has SDP installed I am able to telnet to smtp.office365.com on port 587. Here is the output of a powershell attempt to send mail. PS C:\> send-mailmessage -from servicerequest@mydomain.com
Service Catalog Auto assign service request Technician
Hello, Is there a way or a workaround to auto assign a created form submission in ServiceDesk service catalog? I've created a template category and under that category, I created a service form. I want to be able to auto assign it to a technician when someone fills out the form to submit Instead of going through approval stage. Any help is appreciated. Thank you, Barry Saechao Operations Support Administrator I Information Technology Partnership HealthPlan of California
additional Status "Reject"
Hello, I have created additional status "Reject" how can create a pop box wherein Technician/Request can type the Reject-Reasons. Thank you, Vanessa
[ Custom Triger ]Can not find Group of different sites
Hello Support team, I have 1 custom site & 1 default in Default Settings, I have 'Group A' in Custom site, I have 'Group B' & 'Group C' I create a new custom trigger, and when I select Criteria: 'Group' It shows only 1 Group of Default Setting & I can not find Group B & C Could you please support Regards, Eric
Not able to start service desk ( Stuck on Application layer started)
Dear Team, My old server is a crash and I have installed new server, after installed new server all services are started. but after DB restore my server is stuck on "application layer started" Regard's Hemal Pancholi 9824751698
Tab Button Order
It appears after upgrading from version 9.2.1.7 to 9.3.0.8 the tab order in the incident template has changed. When tab was pressed before, it advanced down to the next field. Now when tab is pressed, it advances from left to right. Is there a way to change this back to previous functionality?
Version 9.3.0.8 and IE 11
We recently upgraded from 9.2.1.7 to 9.3.0.8. Is anyone else experiencing stability issues while using IE 11? We are receiving periodic error messages, navigation issues, and search issues. Navigation Issues - when resolving ticket, it will not save resolution and will take you back to the home screen of SD Search Issues - when searching for specific ticket numbers, it will take you back to home page This does not appear to be happening in Chrome, but our Corporate approved browser is IE.
Unable to fecth mail
Good Day Support Our service desk application keep stopping fetching mails after 2 to 3 days. In order to have the application running again , we have to reset the password again and then it will work again for the next 2 to 3 Days: On our exchange server 2013 POP is configured with Basic Authentication. What could be the problem here? I need further assistance how to resolve this. This is very frustrating us as we are not able to work. Thank you Mervin 264811294491
Backup Schedule
Can someone explain to me why the backup start is 12 hours and 15 minutes, yet our back ups are running at 8:48 am each day?
Set technician as current user
Hello everyone, Our company is just starting to get moved over from a self created system to the Service Desk Plus application and it's taking us a bit longer than probably necessary for us to get set up with a quick ticket system. I've recently been digging into this, and within service catalog or incidents, and I've been unable to get my templates to automatically pick the technician based upon the current user that's logged in. For example; If I David J was logged into SD+ using my AD account,
Using an executable field & form rule script to set Priority from user input
Hi, We have a single – yet very important – business process where the priority of the tickets related to this process must be set using three Additional Fields created as Pick-lists with four options in each. I thought a point-system would be the best option as the Priority of the ticket can be set using simple calculation in an executable field & form rules script. The Additional fields are set up as follows: Field1 · TextString1 (3 points) · TextString2 (2 points) · TextString3
Service Desktop ugrade Error
Dear support, i m not able to upgrade my service desk from version 9.0 onwards
Ticket SLA
Hi Is there a report I can run to show when an SLA has been changed and by who on a ticket?
Loading in Ticketing System
Dears, need your support as I have loading every day Ticketing System and working fine when shutdown and restart the service please advise urgently.
Fields and Forms
I have created 3 extra fields in de form prio ben, urgentie ben and impact ben. I want to create a rule that the Prio is set to 3 if the fields Urgentie Ben = 3 and the Impact Ben is 3. This is working with the default fields in the system but not with the extra fields I created, is there a way to dot this?
Does ticket generation/mail server stop fetching if a large amount of tickets are generated around the same time?
During the past month our mail fetching service has stopped fetching tickets. I had to navigate to Admin > Mail Server Settings > and click start fetching to resume receiving tickets. This last time I noticed two of our services that usually generate about 10 tickets each went down at the same time. Would this large influx of tickets turn fetching service off or is something else causing this issue?
changing servicedesk server's IP address
Hi, I tried to change IP address of Servicedesk server but it did not work. is there any configuration should I change in the application? Regards,
Can not enable Active Directory authantication
I have configured active directory and i have imported the AD users as sequesters but users can not authenticate to the application using their AD user name and password.
Unable to add a technician user
Hi. I'm trying to add a technician user but SDP returns a message saying that the user already exists, but don't. I added some users and I didn't have problems. Anyone having this issue? Thanks.
AGENT ASSET SCAN FAILS ON SERVER 2012
An agent asset scan fails on our Windows 2012 servers UNLESS I disable the firewall. It failed with agent version 1.0.24 and I have installed the latest agent version, 1.0.25 and it still fails. I've rechecked to assure that port 9000 is open, both incoming and outgoing. I am not having any issues on our Windows 2008 servers. Is there a known "fix" for this?
Unable to close request from Mobile App
Hello, We have a technician who's unable to close a request from the app after upgrading to build 9317. Attached is the error message he gets when trying to close the request. Please let me know if you need any other information. Thanks!
Tickets open by voicemail
When a ticket is opened via voicemail it adds our helpdesk email in the CC line. This is a problem when we try to close the ticket because the helpdesk email can not have emails delivered to it so the tickets reopens with a message undeliverable email. Is there a way to close these tickets without them reopening?
Chat request unable to see any group
when a requester tries to submit a chat request they see a blank group and cannot select anything. How do i go about fixing this? either allow them to select a group or default to a specific group.
Wrong Image Path
Hello there We have several incidents where the images are not shown anymore. The link, for example, points to http://host.mydomain.com/inline/WorkOrder/8020/1491920397092.png but there is no folder 8020 at this position on the server. BUT I can find the image 1491920397092.png. It's located in another folder 3926. That's really strange... maybe I have to change the URL in the database itself? Thx for your help
Auto selecting a wrong groupname when creating an incident
Hi, Our company has multiple sites. There is a group consisting of 4 people, who are technicians for all those sites. The recenty changed their name of their group. When i create a request, and select the correct site, i can select one of the 4 mentioned technicians. However, when i create an incident, and I select their grou, it keeps switching back to the old name group. I cannot find and relation between creating an incident and the group being the old group name. anyone got any idea?
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