Mail Fetching status :STOPPED
Out mail fetching keeps stopping, if you try to start fetching it goes back to stopped immediately. We are using version 9.2 Build 9220 Any help would be greatly appreciated.
HTML signature
Dear Support, It would be nice to have the possibility to import my signature in HTML format in the personalize menù. best regards Matteo Zambelli Application Process Expert & Development phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Script Master - 5: How to send custom SMS notifications to users
Hello folks, Do you guys remember the Script Master's post about sending custom email notifications? In case you've missed it, you can visit the post here. Today's Script Master's post will help you send custom SMS notifications to users through SMS gateways. To demonstrate, I've preferred the Clickatell SMS gateway in this post. How it works: The SMS is sent using the Clickatell SMS API along with an authorization token, against an existing account. In the application, you can use either Request
Notifying when a ticket reaches a certain age
One of the things we would like to do isr HTTP POST to our Rocket Chat channel. I know there is Slack integration but we do not use slack at all. Our requirement is for us to be notified when a ticket reaches 15 minutes old without being assigned. Is there a way we can utilize the REST API in ServiceDesk to notify once something reaches that age? I looked at Customer triggers and the trigger can only be executed when a request is created or edited which isn't very granular. My thought for Rocket
business rules work only for deafault setting site
Good afternoon , There is a problem with manageengine servicedesk plus 9.1 Build 9114. I try to test the system using the free version. Created one region Germany, in its 5 sites with independent settings. When I want to filter the emails between sites I have a problem. In the business rules I have a choice: rule for deafault setting, rule for site 1 rule for site 2 rule for site 3 When I send a letter as if from the user, it is subject to the business rules for deafault setting site. If I'm
After email fetching stops, how to import the missed emails...
Good afternoon, When our email fetching stops in ServiceDesk Plus, we send a notification, and then manually restart fetching. My question is, for the emails that came in while the fetching was stopped, is there a way that I can create these as tickets without manually reading all of the missed emails? Diana
[SOLVED] 9116: Requester Name does not exist; polish characters in requester name
UPDATE: Problem solved, after deleting sdp temp files we discovered that http->https redirection gone... Strange, but after configuring it again, everything back to normal. When trying to change requester after sending ticket by email from my own email account i get this message: And it seems to me that it happens only with requesters in special characters in name (mostly polish characters but also "-"). I have also 9117 on my LAB but in different os configuration (Linux/Postgres instead of production
[Solutions] - Why we can not assign network engineer to approve or reject network solutions, and assign DBA to approve or reject database solutions, and so on ?
[Solutions] - There are various types of the Solutions. Such as hardware solutions, software solutions, network solutions, and so on. administrator can approve or reject all solutions. Why we can not assign network engineer to approve or reject network solutions, and assign DBA to approve or reject database solutions and so on ? Professionals handle professional things.
Remote control needs to be logged in request history
I just noticed that the history tab on a request does not log when a technician takes remote control of a computer from that request. That is important for auditing purposes and I'm quite surprised that you don't log it at all. Eventually it would be nice to have an option to record a remote session and then save the recording to a solution, but that's much larger project.
Ability to delete Change notes
Currently we are unable to delete entered notes in a Change ticket. This feature is currently available in the Request and Problem modules. SD 9217 Enterprise MS SQL ------------------------- Canada
On-Premise Validation
Hi again, Our team is working hard on putting SD+ into service asap. But while all the configurations take place, we have another suggestion for future features: When you configure SD+ On-Demand, you can use AZURE or OFFICE365 domain as a way of validating the access. If we want a similar way in SD+ On-Premise, we have to do it using a VPN connection, wich in our case makes things worse. We propose adding the option of using also AZURE or OFFICE365 domain as a way of doing the access validation
Add new custom language
how can i translate the servicedesk to a new language? is there any language file for translation?
Define project and request task dependencies in Task view
Currently the only way to define a task dependency when viewing all of a project or request tasks is to view the dependencies map. I would like to be able to define dependencies (parent tasks) from within a column that can be added to the standard task list view.
SNMP v3?
When will there be support for SNMPv3 in the network scan credential options?
Automatically restart mail fetching when server/service restarts
When we upgrade ServiceDesk Plus or have to restart the server/service at any other time we have to re-start mail fetching. An option to restart mail fetching automatically would be nice.
Email Notification not working on ServiceDesk Plus for new request creation, completion of request etc.
Hi Support, I have setup ServiceDesk Plus everything is OK only Email notification for technician as well user is not working. I have checked all the settings. After saving settings in Admin=>MailServer Setting=> Incoming it shows settings save successfully and connection with Email server for mailbox is also success. Screen shot attached for further information about incoming/outgoing email settings. Moreover I have checked emails working on OutlookWebAccess (OWA) just to troubleshoot that normal
Total count on a query
Hi all, i have the following query but would like to place a count of the total number of tickets resolved. What would be the best way to achieve this please. Thanks in advance select MAX(aaa.first_name) "Resolved By", COUNT(Distinct workorderid) "Count of requests" from workorderhistory woh left join aaauser aaa on woh.Operationownerid=aaa.user_id where (operation='Resolved' or operation='CLOSE' ) and ( aaa.first_name like '%tech1%' or aaa.first_name like '%tech2%' or aaa.first_name like '%tech3%'
Projects - Query Report request
Hi, We are about to start using our Projects module fairly extensively, due to the lack of being able to associate a purchase order with a Project we wish to be able to report on associated Service Requests that have associated Purchase Orders to essentially have a total cost of each Project (I do realise there is an 'Actual Cost' field available however this is a static field). Fields required would be from Project Module - Project ID, Title, Status. From Purchase module - Total Price where PO
creating support group
Hi guys, I've created a group within our helpdesk using support group to carve off helpdesk cases for a different group. question is right now we have a notification rule that gets automatically sent to the user from the main helpdesk. Is there a wayto send out a different one based on the email address it comes from? for eg. helpdesk@servicedesk.com gets a specific automticaly response helpdesk-different@servicedeks.com gets a different email
Best Way to inventory ESXi Standalone Systems.
What is the recommended way to inventory an ESXi Server (5.x & 6.x) that is standalone (not part of VCenter or VCenter Cluster). We have tried the linux script. but are unable to import the XML file. We need to get our NON-VCenter ESXi nodes into our Asset Management/CMDB for tracking and ticketing. This is a bit of an issue for us. We have also tried by network scanning and using network scanning of AssetExplorer as a distributed scan. The ESXi nodes don't show up and are not imported.
Issues with Mozilla Firefox
Hello, We have an issue with creating new requests, the issue only happens with Mozilla Firefox, if we try to create a request and the requester has a special character in their name (á,é,í,ú,ó) it gives the message that the requester does not exist. Any ideas? @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9235@ @32 / 64 bit installation = 32@
Advanced Search Condition on Dates Needed
We have a lot of Date fields as part of our SDLC process and I have bumped into this a few times but for date fields I could really use a condition that is "None" or "Is Empty" On the pick lists you can choose "None" when needed but for a date I can't evaluate the field for an Empty/Null Condition (Attached Pic for reference)
Login Name for AD users that were imported
I need to have the login name for imported AD users to accept the UPN and the email address both and link to the same requester. Currently, you can authenticate with the email as the login name but it doesnt link to the same requester as UPN and creates a second requester.
Report Feature Requests
1) Ability to alphabetize/sort the Report Folder List 2) Ability to make nested folders 3) Granularity in security permissions to view/edit/create/delete to the report folder level 4) Ability for the filtering to be customized and run by technicians who do not have the ability to edit the reports. Minimally it would be nice if date ranges could be set without requiring report editing permissions Under the current model too many people require reporting editing permissions-- if its this open you end
Styles in solution editor (HTML or HTML-like)
We are trying to get some consistency of style across the solutions that are shown to requesters in the self-help portal. I was expecting that, as it is shown on a web page, you would be using an HTML editor that allows the selection of heading tags for solutions, but it appears that it's just rich text. Although a proper HTML editor would be best, the key requirement is for some simple pre-defined styles so that headings of several different levels (complete with appropriate top and bottom padding)
Reports
Require a way to setup filters and parameters in the Reports. Right now there is no way in the ServiceDesk Reports. Unable to integrate to ManageEngine Reports or Zoho Reports. Would like to be able to select Users in the Report showing Assets by User.
On behalf of - Param set to "Department" - user cannot see requesters from the Department assigned
Dear all, We have activated on behalf of functionality with parameter set to department, and identified that users cannot see any other colleagues in their department, even if several users belong to the same Department from the AD extract. It's simply blank, and changing department name in the CI tab doesn't do the trick. Another question I have is if the Managers of a department are also included. Most of the times, people open tickets on behalf of their Managers. Kind regards, JS
Using Desktop Central for remote control within Service Desk Plus
I thought integrating Service Desk Plus with Desktop Central caused it to automatically use Desktop Central's remote control but that doesn't appear to be the case. We want it to use Desktop Central for all remote control. It does work if we click on the Desktop Central toolbar, find the workstation and get control, but we really want our technicians to be able to get remote control directly from the link on an incident or request.
SDP&SalesIQ
Hi,Are there any options for the integration of SalesIQ to ServiceDesk Plus? Thanks!
Adding Notes Column to existing reports
Hi I have a report I have an existing report that I would like to add a column for for notes. Using postgresql please see below for existing report. . SELECT cd.CATEGORYNAME AS "Category", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", wotodesc.FULLDESCRIPTION AS "Description", urgdef.NAME AS "Urgency", ti.FIRST_NAME AS "Technician", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status",
Disable the Description Field
Hi folks, Some time ago I submitted a feature request to be able to have a field that was just a label, allowing us to put any amount of text onto a form. While I await that, I'd like to use the description field for that purpose. The idea is that the description will hold a list of policies ending with "By submitting this request you agree to the policies above." However, I'd like to disable the Description field from being edited via the Field & Forms and Is this possible? Thanks, Adam
Is it possible convert an incident to a Service Request automatically?
I known an incident can be changed into a service request by click a action in the request detail page. My question was: Is it possible convert an incident to a Service Request automatically? For example： When incident request‘s category is "hardware fault", then convert this incident into a service request with the template named "Hardware replace apply". Thanks
Unable to assign a ticket to a technician when i am in the ticket.
I am unable to assign a technician when im inside the ticket. The groups and technician selection popup box comes up fine, but i am unable to hit enter to accept. this is happening in IE, Chrome, and Firefox. Any suggestions? -shane
Requester does not exist
Hi, there is a problem when user want's to create request: Requester not found. This happens only when the user name and last name is spelled with Cyrillic letters(with space or without the first name and last). Please see the attached file. SDP version: 9.2 Build 9235
ServiceDeskPlus: Windows or Linux VM
Hi, I'm going to deploy ServiceDeskPlus on new virtual machine (HyperV) What is the best OS for this application or it does not matter? Thank you
Manage IT assets
Hi, i have a question about how to manage it spare assets like cpu, hdd, psu, mb, etc in servicedesk plus. how import and manage and monitor them in SDP? thanks
Recurring Holidays
On the recurring Holidays, is it possible to say for example the 4th Monday of the month instead of choosing a date because as it stands, some holidays change depending upon the weekday. Please help. I don't want to have to manually enter the holidays each year.
Business Rules
Hi, Is there any way to set a rule that only runs on certain days ? We have a list of system generated (Preventive Maintenance) tickets that get created each day, but over Xmas our business will not be operating, and we'd like to get these automatically created tickets to auto-close for a few days we are not in....is there any way to script this or is there a rule we can use to address this condition ? A
Importing data
Hello, I want to import all data from spiceworks, to service-desk manage engine can any one help.
Notifications #2
Hi,How to configure notifications for technicians, if a new request is not assigned to more than 30 minutes? Thanks!
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