New request is generated when a CC'ed user responds to an email
Hi, If a requester submits a ticket to ServiceDesk that includes other users in the CC field of their email, any responses from those CC'ed users - if they reply to all (which means they'll reply to the helpdesk) - will also generate a new ticket in ServiceDesk. I understand that this happens because their reply will obviously not include the ##RequestID## in the subject field so ServiceDesk see's their email response as a new request. Is there any workaround for this other than suggesting that
Project - Reporting time spent on tasks
I seen quite a few posts about similar things but I have yet to find one that works flawlessly for me. I nicked this one from another post and added "createdtime": select max(tc.chargeid)"Charge ID",max(au.first_name)"Technician",max(ct.description)"Description",max(pd.title)"Project Title",max(md.title)"Milestone Title",max(td.title)"Task Title",SUM(ct.TIMESPENT)/1000/3600"Timespent",max(ct.TECH_CHARGE)"Tech Charge",max(ct.other_charge)"Other Charge",max(ct.total_charge)"Total Charge",longtodate(max(ct.ts_starttime))"Start
Adding custom fields in reports
Hi, this text was written with the help of automatic translation. I'm sorry if it looks like nonsense =( If you change the status of the application with the "open" to "on hold "we fill the obligatory comment. Question: Is it possible to withdraw the comment in the report?
Customized Ticket Status which are considered completed
Dears, The behavior of customized Ticket Status, which are classified as completed is still not entirely clear to me. We would like to have a Cancelled and Informed ticket (Completed) Status as well for statistics. - Does a ticket with a Cancelled Status have the behavior of a Closed or Resolved ticket? - Can a user reopen a Cancelled ticket? - What notification classification will trigger email to the user? Resolved or Cancelled? We considered doing that in the "Request Closure Code", but we
License issue
We just received our license file from our SCM focal. We have passed our 30 day trial period of ServiceDesk Plus and tried to apply the new license file and it says invalid license file(Error code 500). What do we need to do to request a new license file or process steps we might be forgetting while installing the new license file. Thank you, Brad Hayes 316-523-2300
Massive close os requests
Hi, i need to close arround 70.000 tickets in SDP version 9, but I need a solution to close them massivelly, and could not stay selecting one by one. How can i do it? It's urgent...
Boot Camp Sep '16 - Asset Management
Custom Triggers ---- Id by email address
Hi all, Does anyone have a script that identifies a customer/requester by email address and assigns it a priority based on the address??? Thanks!
Notify select Technicians on Assignment
We have a select group of Technicians who are not regularly logged in and have requested they get emailed when a request is assigned to them. We have looked at Support Groups and this addresses some requests but there are others that do not fit this option. We considered Business Rules but Technician isn't a field we can build a rule around so that doesn't work. Any suggestions?
Custom Report to Show Me Call Closure Rate
Hi I am looking to write a custom report that can show me the rate of call closures. Eg. I want to know the precentage of calls that have been closed within 24 hours. My boss has set me a target of getting 90% of calls closed within 24 hours but I cannot see a way of setting up a report to show me the current percentage.... Can someone help please
Search Software
Hi, when I search software in Servicedesk plus, I get almost immediate a hit. When I do it with another account, with matching roles, it takes ages before there is a hit. The search criteria is exactly the same. The version is 9.2 Build 9226. Any idea how come two different scenarios?
Why can site field not be made mandatory
Hello; We have hundreds of sites that we support in our business. Within these are many transient workers. Therefore the site that gets in touch is vital information, the requestor less so. However, unlike almost every other field in the incident request template, I cannot make Site mandatory. Why? Regards Alistair
Unable to recieve the items Error: null
Has anyone run into this issue with Service Desk when trying to Receive Items in Purchase Orders? The error reads "Unable to recieve the items Error: null" Support has been pretty usless on helping us solve it and it's been going on for months now. Seems to be only software items that have the issue. They bumped us to the development team, but they have really done nothing.
Automatic name resolution on "Submit for Approval"
Good morning. When a Service Request is "submitted for approval", it's posible to configure the "To" field to recognize the Requesters? It only recognizes the users' email. Thank you.
Pilot tomorrow and report has stopped working!!!! Need help please
Hi, Been preparing for a boardroom pilot and one of my crucial reports is not working: The report should return all requests that have been reassigned by a tech: This is the code: SELECT wo.WORKORDERID "Request ID",max(aau.FIRST_NAME) "Requester",max(dpt.DEPTNAME) "Department",max(std.STATUSNAME) "Request Status",max(wo.TITLE) "Subject",max(cd.CATEGORYNAME) "Category",max(scd.NAME) "Subcategory",max(icd.NAME) "Item",max(pd.PRIORITYNAME) "Priority", max(qd.queuename) "Group",max(woh.OPERATION) "Operation"
Auto set task owner as request owner
Hi, Is it possible to set the owner of a task to automatically be the request owner? I can see where I can set an owner but these are named owners (technicians) and there is no option for 'set as request owner' and the techs have to manually set themselves as the owners. We have a number of scheduled tasks which are assigned to different techs everyday. It would be useful to be able to set the scheduled tasks to receive their ownership from the ticket owner.
How to deactivate requester.
Hi! Would like to ask on how can i deactivate requester in service desk plus? Current option is that "Delete" and it's not applicable to us since i still need their previous issues/request for reference. Appreciate feedback. Thanks, Donnie
Requester Account Management
Hi! Is it possible po add "deactivated" feature in requesters/user account management? Available option is that "delete" only. Appreciate response. Thanks, Donnie
Double notification emails
Hi there, Currently we have email notifications enabled for closure's and updates which is working. However we are getting two emails for when a request is closed, an update email and a closure email. Is it possible to only have the closure email sent when an incident is closed instead of a closure and an update? Thanks
Assets
There are many weird quirks in the asset management. The biggest thing is the auto-discovery overrides entered data. There needs to be a way for the administrator to override without excluding. Products - Auto discover overrides the product name. A good solution would be allow admin to setup products that use a scanned product name. i.e. Admin sets up a Laptop called Thinkpad 530. Assigns this to all products that scan as Thinkpad 530, Thinkpad 530c, Thinkpad 530 (9249), etc. Access Points
How Can I export in csv file user/ticket/hour to resolve the site
I have this required. I need to be have a .csv file with this filed: user, ID ticket, Object request, Priprity, hour to resolution the ticket. I see in Tab Report, and I see so many csv model. Is it possible to be have a custom .csv file
Postgresql to MSSQL migration - build 9226 Restore Not Working
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error as per attach. Many thanks.
How to rename manually added software
Hi Team, I have added software manually from Assets -> Software -> Scanned Software -> New. After adding I found out there is some typo error in software name. I have tried to find out rename option but couldn't find out. Also while adding software I have mention version over there however i am not able to see that version number in software details. Let say if I want to see my software as green v1 for that I have added that software manually from Assets -> Software -> Scanned Software -> New with
How to split forward and reply mail templates?
It there a was to define which template can be used during reply/forward and make it unavailable in the list of other function? For example while replying - I can also see forwarding templates and vice versa which is confusing especially for experienced operators. Thank you!
User Account Management
Good Day! I would like to propose an idea with regards on the requester/user account management. The scenario is that, there's this employee that so happen to be no longer connected in our company and we need to deactivate all of his/her system access without compromising those previous requests made. Unfortunately, unlike any other of our applications. SDP doesn't have the feature to "DISABLE/ DEACTIVATE" user access. What is available in here is "DELETE" which is not applicable to us. Appreciate
Discontinuing support for IE 8 and below
We had dis-continued the support for IE 8 and below from ServiceDesk Plus version 9101 which was released on 9th July 2015. Since at that time most of the function's would have worked in those browser's we would have displayed a message alone stating 'Some functions might not work on IE 8 and below. We recommend you to move to version 9 and above' while accessing a page in ServiceDesk Plus and the requested page would have been displayed. In one of the service pack release ( probably before Nov
Discovered way to have Dashboard that cycles between Opmanager and Servicedesk dashboards!
This article by Nigel Arnold at Set 3 showed me how to use gadgets in opmanager to display pages from Service Desk within a OpManager CCTV view. http://set3manageengineuk.blogspot.com.au/2014/12/servicedesk-plus-in-opmanger-dashboard.html a little bit of dicking around, I have discovered I can do this : <iframe src="http://helpdesk/WidgetDetails.do?widgetId=1&hasFlashCharts=true" width="400" height="200"></iframe> to include the gadgets from the dashboard view. so use Chrome to do a View Frame Source
Trigger a Task only when certain field(s) selected
I'm currently attempting to set up our new Help Desk system with Servicedesk. One of our primary tickets we deal with is in relation to new hires. I've got the incident template all laid out with all the proper fields would need to fill out, as well as marked what's mandatory and not. What I'd like to do is to create tasks based upon if those fields are selected or not. For instance, I wouldn't need a task to prepare a new computer for the employee if they're in a role that doesn't require a computer.
Request approvers - need another option
When sending a request for approvals, sometimes the wrong approver is selected. The wrong approver DENIES the request and then the request is useless. We have to recreate the original request and send for approvals again. Is there a way to delete the approver who denied the request and have the ticket status updated to awaiting approval? Or can we get another option other than Approved or Rejected? A good option might be "Not My Accountability" or something along those lines... Regards,
Simple REST url example
Does anyone have an example REST API url for viewing a single request? I understand having to use the technician key, but I'm not sure where it should be in the url. An example url would be great. Thanks.
Customizing the user interface with corporate colours and logos etc
Hi all, I've been trying to get my user interface to look more corporate but I cant see any way of changing the background etc. I'm missing something obvious right? :)
What are the requirements for Non-IT assets?
Hello, I know that assets with an IP address automatically register as Assets, but I wanted to find out whether that's the only qualifier or not? I.e. would something like a router or switch, which has an IP address, be required to count as an IT asset, or is it possible to classify those items as Non-IT assets? Just wondering what the qualifications are so I can definitively explain why some items are classified as IT assets and others are not. Thank you for your help!
Incorrect link in solution emails
We have notifications set up for new solutions with the below default email template: Dear Technician, Solution : $SolutionId under $TopicName, has been approved. Title of the solution: $Title Solution can be viewed using the link below. $SolutionLink The link ^ that is sent in the email is wrong. You get an error when you click on the link (below) If I navigate to the solution in help desk the address is http://ithelpdesk/AddSolution.do?solID=98, so the link in the email has an additional
Incident Template Rules
hello Every body I Want to ask about how to make rule on Template when the requester open it to download file
When I want to create a custom report. The Pick Value list does not open in the advanced filter options
When I want to create a custom report. The Pick Value list does not open in the advanced filter options. We are working with version 7.5.0 build number 7504 So I can't select for example 'Request status' = Open Johan So
Single point of contact
Hi, i would like to remove all e-mail address from support group and use a single point of contact in service desk plus . What will be the impact?
Nested Assets
What I would like to do is similar to how Workstations has Laptop and Desktop under it... I want to create: Cell Phones - iPhone - BlackBerry - Android So I can separate the assets...however, I can't find the way to do this.
how to get Unassigned Requests for a particular group.
Hi All I'm able to get all unassigned requests however I'm stuck at filtering Unassigned Requests for a particular group. So far what i have is: http://itildemo.servicedeskplus.com/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=81E5E1AF-D9CD-413E-A815-CABF9D27C67E&INPUT_DATA=<Operation><Details><parameter><name>status</name><value>Open</value></parameter><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Unassigned_System</value></parameter><parameter><name>group</name><value></value></parameter></Details></Operation>
Viewing Software on a Workstaion
Current, when we go to view the software on a scanned asset, it defaults to showing 300+ software titles. 95% of which is set to "Excluded". Is there a way to have the SDP default to showing display Freeware, Managed, Shareware, Software Suite? How do people handle this now?
"PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV.
Dear All, "PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV. This issue is exist in SDP version 9220, 9221, 9222 and 9223. As of now we are fixing this issue and the fix will get released soon in our next service pack. To stop this issue temporarily, we need to stop importing users from AD/LDAP/CSV till our next update. --Murugesh
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