Technician Notification
I’m wondering if Service Desk can send out an email when a ticket has exceeded the SLA to the ticket owner or to a specific email address?
Report support center.
We have a support center where they receive all issues. Then they classify these incidents to you according to different technical category. I wonder if there is a possibility of having a report incidents by passing user even if they do not resolve by day.
Set Mode via a Business Rule
I recently added a mode called Voice Mail (which has critera that sets the urgency if the email message is coming from our voice-mail system by recognizing the email address). This has inadvertently changed the default behavior of tickets and now sets all my email tickets to this mode. 1) How can I fix this? 2) Can we have a feature request so that we can specifically set the mode via the business rule? I'd like the business rule to change the mode to 'Voice Mail' when the voice mail system puts
Fields being used for search - Requests
For requests, when I do a "SEARCH", what fields are included in that search? Is it a wildcard against those fields? I created an SR template with a field EMPLOYEE NAME and it's not showing in a search. I can find the SR using search in other ways. Just curious as to where I should expect to find data. Using build 9220 Thanks
Daily Workload report
Looking for a workload report by time of day and week, for staffing purposes.
Mode field incorrectly set
Recently I amended our call templates, now every call that is raised by email gets a mode of 'voice mail' set, whereas it used to get 'e-mail' None of the templates has a mode set as default, although I did make some attempts to make it a mandatory field but changed my mind. Since then we have had this problem. Anyone got an idea what is happening here ?
Custom Trigger
I have a requirement to take a date field entered by a requester ("UDF_DATE6") and then basically copy that date information to the built in "DuebyTime" While this can sort of be done with field / form rules scripting it requires editing the ticket again since "DueBy Date" does not exist until the submission of the ticket Is there a way this through a custom trigger using powershell? so anytime the ticket is created this data could be copied from one field to the other?
I can't see output of network scan
Hi guys; I work on SDP 9.2 and trying to scan windows asset in whole of network. I use AD admin user and in popup windows show me the correct number of windows assets sucsessful. and everything is OK. **** BUT when I return to Asset Tab, I have a few number of assets!!! You know, In scan prosses in popup windows, shows the 50 number of Assets but in Asset tab show me just 17 ! I check all of sub menu like "asset in use", "asset in store" or CMDB tab , but I can't find anymore I can't Use agent
Department master mail
Hi i'm here again for your help. I use 9.2 standard version of the program. I edited users and department. I gave each one user one specific department with a specific department master. I wanted to know if the master of a department can know by mail (by notification) when his user creates a new ticket or if the ticket can be sent by mail to the department master . Thank you for your answers.
SLA viloation
hi, we face an issue with service SLA , some time the user create a request and SDP assign the request to related group by default , the is when the requester submitted the request and the team check the request and related to other group the Tec team reassign the request to correct group and SLA keep send to old assign group ,knowing the request under different group . we need option to reassign the SLA based group or when request create wrong request and assign the request to group and then check
Adding Request Details to Emails Sent From SDP
Is there a way to have all emailed messages include everything that is under Request Details? Such as a $RequestDetails command? This would make it easier to automatically include all of that information in the emails to technicians/groups. I have several templates with different request details for each one.
Import users from Active Directory
I'm running into a problem with importing users from active directory. We have an OU with our accounting users, but we don't want to import every single person from accounting. Is it possible to select an OU but exclude specific people? We don't want to enter users name manually, because as new people are hired, they would have to be imported manually. I would like to see a function where you can select individuals in an OU and have the system remember who is NOT selected so that with a scheduled
Problem to create service request after build Build 9229
Dear, I have applied service pack Build 9229 to Service desk then requesters can not create service from service catalog templates although they can create from incident template. After they filled the field and click to add request button just they can see red x icon at the top of the screen like below and their request can’t be created in the Service Desk. Urgent support is required. Kind Regards, Oğuz ERKUL IS Manager Tel. +90 262 318 40 40 Mob. +90 530 150 21 63 Fax. +90 262 318 40 35
respond to a request. Mail Office365
Hi, I have set up an email account Office365. When we respond to a request we get an error. Exception while trying to send notification for Request ID : 184 Mail sending failed. Can you help me? Regards
Remove Status Options from Tasks
I have a situation where there are several status types utilized for certain requests, but not needed for all e.g. Open, Closed, Approved for Development, In Process Some Requests wouldn't need "Approved for Development" I've used the "$CS.removeOptions("STATUS", ["Approved for Development"]); to remove that option on the actual request, and it works fine. What I'm seeking is a way to do the same for the statuses displayed in Tasks For tasks that I have set up to fire off in a specific request category,
Reference Custom Fields
I have a strong need for reference based custom fields. On many tickets that have some development type workflows we need to assign not only an overall technician, but also a QA, UAT, and developer roles. It is not practical to maintain a custom drop down list when I have hundreds of technicians and several thousand employees- any of which could be a UAT tester. I really require the ability to validate a custom field value against data in an existing table -- like requesters or technicians so we
Technician's not able to rate Service Desk tickets
We have have some technician's that get the error below when trying to rate closed requests. For some reason some technicians have no problems rating tickets while others get the error message. Build 9211 "User Does Not Have Sufficient Privilege"
Missing Task Tab
Hey All, I have a user that is missing the task tab in a request. Any help on this would be appreciated. She is a technician, and an sdadmin. Jeff Day
cant change db to MSSLQ ServiceDesk Plus 9.2.2.9
After clear install of ServiceDesk Plus 9.2.2.9 i have problem with change db to MS SLQ. Installed on Windows 2012+MSSQL Express 2014 Log attached. Some text from log "javax.xml.transform.TransformerException: java.io.FileNotFoundException: C:\Mana geEngine\ServiceDesk\bin\..\server\default\conf\login-config.xml (Access is deni ed) at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.getOutpu tHandler(Unknown Source)"
Unable to start SD server
I've been trying to migrate my test ServiceDEsk to another PC and get this error when I am trying to start server via console: "Failed to start the server. Please refer logs for more details". Log files is in attachment
SQL Query to find all leased resources for a user
Hi There, Could you please give me an example of a SQL query to find all leased assets or resources for a particular user?
Modified departments not reflecting on reports
Hello We are in our 4th week with Service Desk Plus. Many requesters were auto generated and was not assigned to the correct department. We now have created the correct departments and assigned the requesters to them but this does not reflect on any new reports which still shows all requests on the same department. Is it possible to update it?
Servicedesk plus agent not detecting different versions of the same software?
Is there a way to configure the SDP agent to that it can recognize the different versions of a software? For instance, we have Adobe Acrobat DC Standard and Professional but SDP doesn't know the difference between the two. There is a significant cost difference between both software versions and this would help us reduced cost greatly. Currently running SDP 9.2 Build 9211 on MSSQL database.
Business Rules do need seem to be working - customer mail disappearing
Hi, As above, we are not able to execute any business rules. I have a simple rule set up to apply when a request comes in with the word test in the subject. The rule should be applied to our only site, should deliver the request to a specific team member and raise the priority to high. None of this is working. I have set turn on cascade execution to on, and tried the override request function. Nothing works! Appreciate any thoughts!
Windows App for ServiceDesk Plus Released
Dear Users, We are happy to announce that the native Windows App for ServiceDesk Plus is now available. The app can be downloaded from, https://www.microsoft.com/en-us/store/apps/servicedesk-plus-it-help-desk-software-app/9nblggh4smjh Technicians can now access ServiceDesk Plus on the go using their Windows Mobile Phones with this App. So Create, Update and Resolve tickets anytime from anywhere. We believe, this App would help you 'Respond' and 'Resolve' tickets faster. The key features of
Formatting of Excel Reports
Is it possible to change the format of the excel reports - font, background etc? We automate several reports via a schedule so it is not feasible to generate the report, format and then redistribute, we would ideally like to format the report within Service Desk.
Software installed report by user (not workstation)
I am looking for a software report that will show me a particular installed software by user (not workstation). Such as "Tell which users have Microsoft Office 2016 Professional installed"
After deleting technicians on SDP, still technician exists!!
Hi, So at work, i noticed that some deleted technicians are getting requests and they are also getting assigned by technician auto-assign. Does anyone know how to delete them totally from the system? My guess is it's somewhere in the database.
Notifications
Hi, It is possible to customize the notification, unless the system for more than 25 \ 50 \ 100 unassigned requests? This is really necessary for the coordination of requests. Thanks!
Add requests to technician calendar
I cannot seem to find how to add tickets to a technicians calendar? This is pretty basic for a manager to schedule tickets, but I cant seem to find out how to do that. Thanks for your help!
convert timespentonreq field in SQL
I am trying to create some custom reports from our SQL database and I am have a problem convert the timespentonreq field. I can convert to time, but it drops the first digit of hours if more than 100 hours. Any ideas or help?
Changed department for a number of requesters and want a report on the new department
Hi, We recently changed the department a number of requesters belonged to. We now want to run a report of what requests these users have submitted since the start of using Service Desk. The new department name is 'External Customer'. So what we need is something like 'select all requests where department is external customer' Thanks
Monthly/Yearly Query Report for Created Assets
Hi there, I would like a query report which shows all assets that have been created in a month, to be run and emailed on the first day of every month. If it is of no bother, could a yearly version also be created? Our HelpDesk build is 9119. Many thanks in advance.
Service Catalogue Query
Hi, I´m running servicedesk plus version 9.2 build 9212, my database type is Postgres, when try running the query below i get an error, will be so kind helping me to get it right for my build and database type please SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", max(qd.QUEUENAME) "Assigned Group", STUFF((SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''),TYPE).value('.','nvarchar(max)'), 1, 1, '')
Time Report
Hello! I am trying to build a report to pull the total resolution time for each ticket that is resolved for a given month. Unfortunately, when I try to pull the report, it gives me a new row for every work log entry, and not just one row per ticket. Any assistance or direction would be helpful. Thank you, Leslie Dunn Supervisor, Enterprise Help Desk D&W Fine Pack
Report to show breached SLA's
Morning all, im looking to build a report to show breached SLA's, which have been passed over to a different group after the SLA has been breached. Essentially we have a 2nd line which on occasion pass the incidents over to 3rd line, after the SLA has breached Any ideas? thanks Version : 9.2 Build 9209
Hide Solutions tab for Requesters - 40269
Hi, Some of our customers wants hide Solutions tab for Requester and make Solutions available only for Technicians. Feature to hide selected entries is not sufficient and demand some efforts to configure it.
change the subject in the Change module
hi, is there any option in the change module to modify the subject when the cab members take approval the subject not clear as attached file . and we need to change the subject . thank you
ServiceDesk not start
Hi, the system not start. # sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/sistemas/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx1024m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Is it possible to ensure a request can only be re-assigned to another user and not none?
Hi all, As above. Thanks for any replies.
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