[SOLVED] Cannot add attachment on request on non-english language selected [SD-82112]
Hi Updated SDP from 10510 to 10512 last night, no problem during update. But now Technicians reports that they can not add attachment when they respond to requests. I have tested this myself and I get a error message if I use a non-english language in SDP. No problem on english SDP: When I click Attach file, and file should be uploaded to SDP I receive this error: Ogiltigt värde angett för parametern "attach". Translated to: 'Invalid value for parameter "attach" And no file is attached. If I run
Auto assign on technician availability
Isn't technician auto assign supposed to assign tickets only to logged in technicians? The thing is that some technicians leave at 4pm and others at 7pm and we dont want to get tickets assigned to the techs leaving at 4pm. Is this possible? Cheers!
Technician Auto-Assign vs. Business Rule
Hello, When I enable Technician Auto-Assign and I have business rule assigning tickets to technician, which one will rule, the former or the latter? Thank you for your answer. deniz
Archive posts on this forum
Hi Is there a way to archive some of the posts on this forum? When I search for ideas or how to approach certain things, posts from 12 years ago which do not relate to the current versions or haven't been active since then are unhelpful in the results.
Forum Search Results
You should fix the Community forum search so that the results are always displayed Newest to Oldest - it's not really helpful when searching community posts to show me items from 12 years ago.
Servicedesk 13000 notifications - why why why
Hi, Looking at version 13000 *beta'. You have updated the email notifications and they look better, That tells me you know they didn't look so great. Thats a good thing. What is not as good is that we still can't add an image (like our corporate logo).
Has the new SDP version got some bugs?
Hi All, As seen from my screen shot. The new SDP version is showing a little strange. Seems to be showing some kind of code text on the wording in admin settings.
'My Dashboard' has different list of widgets than other dashboards.
Hi So I create a new report with a graph save it under a new report folder. Report works fine. I add the graph from the report as a 'shared/public' dashboard widget. I then add my new widget to the supports groups dashboard. Perfect no issues. The can
Reply to an email causes appended conversation
Scenario is: Requester emails helpdesk email and also one of the technicians. The requester gets ticket notification. Technician replies via email to the original e-mail from requester - his response is appended to the request created by the requester
How to see group the incident came from
Good day to All. Is there a way to show on the main screen of the incident which group the incident came from if it was moved in the system. Needed to return the incident back to this group.
Custom report
I need to be able to run reports based on Time of day. Example I need a report with a count of how many calls created from 5pm till 6am for group PCTech last month and last quarter and a 2nd report that Lists the subject of those calls Servicedesk Plus Your
Modify sort algorithm in requests' table view (this would allow sorting by multiple columns)
People have asked for sorting the requests' table view by multiple columns (such as Feature Id:26101), but really no new functionality is required to accomplish that. Instead, the sort algorithm can be modified such that when a user sorts using one field,
Merge and Close Tickets if second email arrives confirming OK
We have a number of items that generate tickets like UPS on distorted power or an internet link dropping out that soon fix and a follow up email is received confirming. Like "ups no longer on distorted power" or "internet link up". How can I create rules
Can't install patch MESD v 11.2 build 11205
Hi there! MESD Plus installed on Windows Server 2019 DC. I have reviewed all the technical documentation on the site: ServiceDesk Plus migration sequence | ManageEngine ServiceDesk Plus download old version | ManageEngine ServiceDesk Plus latest version
Automate ticket via email
Hi All, How do I configure ticket automation when a user emails the support desk? When a user emails the support desk I want the email to automatically create a ticket to a specific support group.
Is there a Database Dict for customer to write SQL?
Hi there, I want to query the worklogs being created last year but I have no idea which table to use. So I wonder is there a DB dictionary or just turn to you for help?
Custom Ticket Creation Response Email based on Description or Subject
A common request is staff wanting changes made to Out Of Office as if they are not capable of this. I have a Solution linking to the MS articles both Web and Outlook client options. I would like to automate sending this to a requester if their Subject
Error sync SDP With Analytics Plus
hi Error sync SDP With Analytics Plus "We're sorry to inform you that error in invoking zoho reports data synchronization tool. Please verify the Zoho User email id, AUTH token key and proxy details Or Please find the root cause referring the logs under
Business rules problem
Hello, We are having some trouble with some business rules. The problem is that, we have a custom incident template for some users, and when we have to transfer the request to another department (via business rule), that doesn't go as it should be. We
Customize Tickets after Creation
Hello everyone, I sent a screenshot of a standard ticket as an attachment.This is from a normal user's point of view, the ticket has been created and resolved.Is it possible to hide the fields under "Problem description" and the "Meetings" area, depending
Support Group Process
Hi All, We're migrating from a different service desk system, and I wanted to understand the process for Support Groups, and what is the best practice for Support Groups. Currently with our old system, if a ticket gets assigned a group, when a technician
Change module CAB approval
We are working with the change module and have created 3 separate templates. The Level 3 Change template required CAB approval so at the Stage 3 Approval level, we send approval to the CAB members. However we are are finding that it does not go to all
Custom Trigger Help
Is there any documentation on how the code for custom trigger scripts should be written, IE variables, how too's, general examples for simple things like changing a status based on something, etc?
Access as an admin
Hi, I have 3 instances , and i need to know if its possible to be an admin of all 3, but lets say that as an admin i dont want to see the Human Ressource Despartments Tickets, becuase of private information, salery, other stuff like only HR Department
After upgrading to 11.3 we are being forced to buy Desktop central
When we upgraded several months ago to version 11.3 (I think) the scan agent was replaced with a desktop central agent. We had a bunch of issues and had to get support involved and (eventually) they installed a desktop central integration with a free
Report of Time Spent for tasks
We would like to know if is possible to have a report of timespend on tasks. We need the following fields: Task ID Timespend Technician Our DB is MSSQL and build is 10530.
Field and Form Rules - Unable to set fields on submit
Hi, on SDP Version 13000 the Field and Form Rules are not executed. unfortunately no technican is in the chat and a support mail takes way to long ...
[SDF-90399,SDF-45241] Major Incident Management
Who has got some good practice for managing Major Incidents? On my desk if we get a major incident (say for instance File Server down) - I will typically get many tickets all reporting the same issue. Ignoring the communications side of managing a major
Masterclass 2022: Episode 1 - 6 ways to implement effective incident management during hybrid work (Feb. 24)
Hey there, The ServiceDesk Plus Masterclass series is back again for 2022 with a new season! In the very first episode, we’ll discuss six ways to design and implement a proficient incident management strategy using ServiceDesk Plus. With the new style
Project sub-tasks and expandable task list view by summary task.
The ability to utilize summary tasks and sub-tasks, as can be done in Microsoft Projects, would be extremely helpful in managing a project schedule. It is difficult to group tasks and navigate the task list in its current layout.
Daily notifications for Open incident to technician
Hi All, Is there a configuration whereby it sends out email alert to technician everyday for the open incident and un resolve cases? Thanks
User Survey not sended
I have been configuring the surveys for my users, but when I close the tickets and send the survey manually, I get the following message Survey not sent due to request mismatch with survey conditions. What should I do or how do I solve it?
Not receiving confirmation mail
Hi, One of our customers aren't receiving a confirmation mail anymore. In the logging I found this: [com.manageengine.servicedesk.mailutils.RequestMailUtil]|[INFO]|[92]: Notifications for this request will not be sent. Because, it is either an automated mail or a bounced mail| What does this mean? How can I disable it? Thanks in advance. Kerim
Allow filtering of tasks on the technician home page
I'd like the ability to filter tasks on the technician home page. Our specific use case would be to view my tasks (as available today) but also allow the drop down for other filters. I understand the option is available on the requests tab, but I'd
Constant Lock Outs on Chrome Browser
Myself and many of our technicians have a recurring issue with Chrome browser upon logging on. We get an error - Username or Password is incorrect. The thing is, it is not bad. I can be in ServiceDesk Plus and close all my Chrome windows. Come back in
Custom Report Needed...
We use ServiceDesk Plus, and PG incase query is needed. I keep getting lost/confused/can't get it to work with the GUI reports. I need a report that is sorted by Groups and then Priority, and I need the report to include Created Date, Completed Date,
Priority Matrix
We've had a priority matrix set up in SDP for a while now and it had been working fine until this new year began. This is what it looks like: However when we're either editing a ticket or creating a new one, the auto assignment of priority is working
Issue sending survey on demand
Afternoon I have configured an incident Survey and want to test it by sending it to one user who has sent in a request however when I close the ticket and try and send the survey I get the below error: Survey not sent due to request mismatch with survey conditions Any ideas? Cheers
Is it possible to add custom fonts to ServiceDesk Plus (On-Premises) version?
We already have the ability to select some different fonts in the customize menu, but our team has asked about adding more options to the list. What I am wondering is if we can add fonts to our installation, even if we have to do it manually? We have
Reports - SQL - Concatenate using bar didn't work
Hello team, We changed from version 9416 to 11306 (some time ago). There are some SQL reports that we cannot create because there are some things in the query that are not allowed now. This line is falling (into the SELECT): (ROUND(((WorkOrder.timespentonreq/1000)/3600),2))||':'||(ROUND((((WorkOrder.timespentonreq/1000)/60))
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