UpdateManager without Backup
I've seen multiple people post that you can edit the update to not take a backup but i cannot get it to work. I've added the -DSDBackup=False to updatemanager.bat, but i get a fail and uninstall. Help
Concerning russian characters
Hello! I have a problem with russian characters when I creating a request. Somebody have a solutions for this issue?
Loss of data inserted when resolving a ticket
Dear all, When we enter a resolution and decide that the next step of the ticket should be Closed (say, through FCR). After filling in all the information in the Close pop up window, if there are mandatory fields a technician needs to add, this window disappears and all the information with it is also gone. SDP should store the data which was inserted because the technician might not be aware that there is mandatory data missing. Kind regards, JS
Selecting Custom Theme removes section borders?
I'm running into a minor issue with the custom theme. I just want to change the color of the header background and tabs and leave the rest default, but when I do that the borders around the section headers and the sections themselves disappear making it look pretty bad. It happens even if I select the exact same section head color: Default Theme: Custom Theme: Is there a way around this or are those borders just missing from the custom theme by mistake? Edit: Forgot to mention this is 9.2 build 9223
Mail Fetching isn't working
Hello, the mail fetching isn't working, when I am trying to open a ticket by sending an email it doesn't open a ticket. it used to work, but not always, now it is not working at all.
Help making a cae with SNOW
I need help from you guys. Here is my issue: I like Service Desk Plus and have 15 techs/programmers in house. I manage half of them and we have review SD+ and like we it's offered. My new boss came from another company that used Service Now as their help desk and managements tools. He really doesn't care about paying over $100K for the software and implementation because Gardner recommends it and SD+ is not even listed with them. All I've heard from other users is that is a mess to get it working
Report Field Definitions
Is there a list some where that examples all the fields and how some are calculated for the report fields? Example is time elapsed, is this total time including weekends or just week days? Thanks
No Conversation Opened
Hello, I do not open conversation when I click on the request. Why could it be? Can you help me.
Assets Tab
I will like to know how to generate Assets tagging and how it works. If an instruction can be send to me or mini demo, I will appreciate it. Thanks
importing requesters from LDAP to custom site
Can I import the requesters to custom site? We have serveral companies we provide computer service and want to separate their users to different sites.
Change of superior/chief for group of users at same time.
Right now, in service desk plus, when I would like to change chief/superior for group of user, I must edit every single account one by one. I would like to do this at some time for all. Kindly ask you for add this feature to the service desk
Is it possible to include in the purchase order, a field with the total amount in the letter?
it would be very useful for us and our suppliers, counting on a field in the purchase order, including the total amount with letter: Example: Total ($): 1,250.00 one thousand two hundred fifty in Spanish, of course. Thanks alot in advance.
2 domains
Hi I have 2 domains and I want them to see helpdesk with different request templates and service catalog is there any possibility to do that?
Private Notes
Is there a way to have notes that are visible to Admins but not to Technicians? Even if it is a custom field there are some aspects of documenting a service request that I would rather not be visible to technicians
How to enable new user on AD to be routed to specific Site.
Hi All, I need help, How to enable when new user created on AD to be linked/routed direct specific Site service desk Plus. Thanks Emmanuel
Mail setup
regards, I need your help with the configuration of email, it sends me the message "can not find a valid certification path" and perform the steps indicated in the forum with the Gencert.bat file but the error continues to appear.
configuracion de correo en servicedesk
Hola, Tengo inconvenientes para configurar el servidor de correo en la herramienta, el mensaje que indica es: "No se encuentra una ruta de certificación valida" ya realice los pasos indicados en el foro utilizando Gencert.bat y Cer.jar sin embargo continua el problema. gracias de antemano
Notification Sending Error
Hi, The issue started when one of our technicians reported that she did not receive a notification for a ticket assigned to her. Upon checking the logs, I found a lot of recurring errors regarding notification sending, specifically the following three: Exception while trying to send notification for the request. Mail sending failed. Problem occured while trying to populate table Notify_WorkOrder, for the sent notification. I sent a test message to myself and successfully received it. We are running
View all request
Is possible for requesters to view all their requests from the self-service portal, currently they call only see requests submitted through the self-service portal and not those registered by the service desk coordinator or by email.
Query Report for Purchase order detail
I am running ServiceDesk 7.508, with a MSSQL backend. Is there a query that can be run that reports back the PO number, date ordered, po title, and Remarks section. It is really the remarks section that I cannot get to work.
APPROVAL_ Status
I have a requirement to use a custom trigger against the Approval_Status field value on a ticket; however this is unavailable in the custom trigger options. Can this be added as a trigger point "APPROVAL_STATUS": "Pending Approval",
Change Details pop-up window
Feature request -- the ability to configure which items are shown in the Change Details window. For example: - impacted services/assets - expected downtime (duration is shown but often these are not the same) - Custom fields (i.e.: Risk) - Approval Status Your roadmap has an upcoming feature where Requesters will have access to the Change module. The calendar can provide a requester and CAB a summary and understanding an upcoming Change. SD 9217 Enterprise MS SQL ------------------------- Canada
Serious issue: SLA rule fails
Guys, There is a serious issue in version 9.2.32 when the SLA is assigned based on the support group the ticket belongs to. So, when the ticket is shifted between support groups directly from the ticket list (by clicking on "Group" field) the SLA conditions are not being checked (!) thereby the SLA is not updated and remain the same as it was before reassigning the ticket. Please note that this problem doesn't exist when you first enter "Edit" mode in a specific ticket and change the Group from
Automatically locked conversation
I sometimes see that the conversations I sent from email software are automatically locked on ServiceDesk conversation field and the conversations are not transfered to requesters. I would like to know how to fix this issue. ServiceDesk version is 9.0 build 9035. I would appreciate the help. sf-yoshi
Question Regarding First Response Violations
I have a question regarding "first response violations". How are they recorded/tracking in Service Desk Plus? Here is our scenario: 1. Technician creates ticket for support request he's already addressed. 2. Technician resolves/closes ticket almost instantly (well within 1 hour window). 3. Request later shows as a first response violation. So is this triggered because we're not interacting with the user (or in some cases the incident is created by and "requested" by the technician) before closing
Respuesta de correo enviada a otros remitentes.
Buen día. Tenemos la siguiente situación. En nuestro ServiceDesk Plus tenemos configurado una sola cuenta de correo electrónico para todos los técnicos. Se ha dado el caso que cuando uno de los técnicos ("técnico 1") responde a un correo de un cliente ("Cliente 1") correspondiente al ID "X", esta respuesta es enviada como si otro técnico distinto a "técnico 1" lo hubiera mandado, y es enviado a otro cliente distinto a "Cliente 1". Esta situación es nueva, y no se había dado el caso sino hasta hace
Deleting Project Comments
Where do we disable the ability for Project members to delete comments from others? We're using Task comments as a way to communicate between Project members but would like to limit who has the ability to delete comments.
Group and Technician fields go blank on Edit
Hey All, When working in a incident or service request. We click on either edit button, and the Group and Technician fields are going blank? Is anyone else having this issue? It is happening right now for my entire Help Desk Staff. Thoughts anyone? Thanks! Jeff Day
Software License User CAL - No Technician in Dropdown
Hi, is it not possible to choose a technician as user for a specific software license (user cal)? Also a technician can use all kind of software licenses!???
when a user receive the email notification,and select the link to see the ticket detail the link go to a login service desk page, not directly to the case
ServiceDesk Plus Stopped Reading In Mail
At 3.30 this afternoon our Service Desk stopped reading in e-mails. The account used to connect is set so it's password doesn't expire and it hadn't been changed. SD was giving Authentication errors in the System log. Reset the password and errors still persisted. Logged onto the user portal as the service account, with the new password, and was logged in successfully so I know the user account and password in Active Directory are correct. We use IMAP and have done for ages without any issues. We
Unable to uptade the Um jar
My current ServiceDesk installation is version 9.2 Build 9225. I am trying to update to Build 9232 (I also treid previous builds though). Whenever i start the installation, the update manager gave me following error: "Please restart UpdateManager, unable to update the Um jar". It then told me to klick the "view log" button for more information, but it is greyed out. Does anyone experienced the same problem?
Turn off requestor notification for one template only
Hi, We have an automated process that uses a business rule to create an incident with 14 tasks every Monday. I would like to turn off the automatic requester notification for this template only. Is there a way to use the Field and Form Rules for this template to turn off the notification or change the requestor to a generic user that I can create an exchange transport rule to discard the notification? Best regards Dave
Follow-up email Ticket
Hi All, I've been using ManageEngine for a few months now, once a user has submitted a request with their issue, and you replied to them, the envelop is green, if you want to follow-up or chase the issue, what is the best way to do it, there is only a forward button
My SQL Query Report
Hi, I'm trying to create a query report to display: Request ID Request Status Requester Dept Subject Technician Description Created Time Notes (All Notes if possible, if not latest) I've managed to find a report searching the forum, which works for the Notes field but I'm struggling to add all the fields I require. SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Support Rep",wo.TITLE "Subject",note.notestext "Notes" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Need to Know if we could track the most commonly used Incident / Resolution / Reply Templates
Need to Know if we could track the most commonly used Incident / Resolution / Reply Templates As this would give us an insight on How efficiently we use our Service Desk and also we could look into other ways of enhancing our performance.
automatic onhold
Dears, I would like to make ticket automatic on hold while technician is on vacation we are use Manageengine service desk plus version 8.1.0 ... is there availability to make Schedule Request Status Change. Thanks in advance
where do I find the service desk enhancement features listed
I am currenlty using service desk plus v 9200 and am looking to upgrade to the latest edition 92.32 sp but I would like to see a list with discription of the feature enhancements and security considerations before testing and rolling out to the live enviroment. Can any one point me in the right direction as I have found the future product enhacement page but not the current version. many thank Christina
Customize Notification Bell
Hello, Is it possible to customize the notification bell? We want to receive notifications when an email is received, but we do not want to be notified when a new ticket is assigned.
Upgare without backup
Hello! have 8.0.27 SDP and planning update to 8.100 4 step: 1. Stop SDP 2. Create snapshot virtual mashine where installed SDP (5 minutes) 3. Create full backup MS SQL database ''servicedesk" 35 Gb (sql 2008 R2 with compression - 10 minutes) 4. Start update When start step 4 - updater start backup and backup occur 10-14 hours.
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