Mobile Push Notifications not working on Android App
We have push notifications turned on. The users with iPhones are getting the notifications, but Android users are not. From what I read, this should work on Adndroid as well as iPhone. Anything I could be missing?
Unable to Associate Site to Technicians
Good Afternoon, We are planning on segregating our ServiceDesk install between our US and European IT support members. However, although I have changed the relevant sites to Refer Default Settings: I cannot then associate any Technicians to the sites that I have set as Refer - there are no options within the Technician account other than Not Associated to Any Site, which means they can see everything: The only way I can get the Sites to appear is to set them to Custom - which then does not give
Auto Reply changing status
Situation: We reply to a user and change the status to waiting on user. The user has their Out of Office auto reply turned on. Problem: The auto reply changes the status of the ticket to Open again. We do like the fact that the auto reply is added to the chain of emails for tracking so we don't want to filter those out. We however need the ticket to stay in the "waiting on user" status. Work around: We know that this happens, so we wait for it to change to Open and manually change it back. Since
Can The Email Subject Be Changed?
Is there any way to change the subject on the email that goes out based on the subject or category of a ticket?
Appending E-mail to Notify
Is there a way to append the email to notify with an email that the requester enters and an email that automatically populates the field? What I am trying to do is use the field and form rules to populate the email to notify field without overriding the requester's entry. The way it's working right now is that when the requester fills in the field, the rule overwrites their entry with the distribution list I have set up in the rule.
Report needed for calls open more than 5 days
I need to generate a report that shows me all requests open for more than 5 days grouped by Group. Is this something someone has done? Thanks!
Notification Email Templates Not Reading UDF_CHAR Values
Hello, I have a notification email configured that is intended to pull a value from one of the additional fields. In our configuration this field is UDF_CHAR29. However, when the email comes through it only populates "9". The email generation is only looking for UDF_CHAR2 rather than UDF_CHAR29 as intended. Is there a way to ensure that the email looks at the correct field rather than stopping at the initial value it sees? This means users can only pull additional values UDF_CHAR1-9 into an email
TimeSpent Report
Hi, I was wondering if it is possible to have a timespent report across the board instead of just on Requests. I need to keep track of time spent on Changes, Projects and Problems and this is becoming a big issue. The DB is PostGres and the HD version is 9.2 (9227)
Approval based on count
It would be great if there is an option when creating a request/incident form when you need an approval that you can set a counter. Meaning if you need 3 approvals out of 4/5 depending on your list of approvers. Example: Request=Access to Folder Notification to approvers= 6 in the list Approval Counter=3 The moment when there is 3 people that have approved the request, it must be marked as approved.
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
Service Desk Plus with Active Directory, Requestors can't log in.
I have a new install of SDP, it's configured for email, it's creating tickets and sending replies with no problems and right now I have 1 configure Administrator/technician set up as a local user so if Active Directory is down, which I user could report, the tech can still log in to handle the tickets. I've configured active directory, setup SDP to point to single domain controller, create and AD account with admin privileges and did the initial requestor import which worked fine and pulled in nearly
Printing out Request
When using the Print Preview function to print out a ticket, the whole ticket does not print out. It acts more like a screen shot instead of printing all of the categories selected in the interface. How can I print a request out, on demand, and have all of the selected areas print correctly?
Moving Service Desk Database
Morning, I need to migrate the Service Desk database from the current location (on the same server as the service desk application) to one of our centralise db servers. Can someone please confirm which config files I need to amend to point service desk at the new db location? Thanks, Scott.
Contract fields
Hello, Are we able to change the contract field names somewhere? There are a few there that we don't require but would like to rename them to better suit our business. Thanks
How to implement SDP SSO using CAS?
One customer has many business management systems that using CAS(Central Authentication Server - http://www.jasig.org/cas ) provide the SSO function. So they also want integrate our SDP implement SSO using the CAS. Is it possible? If yes, how to do? BTW, have you any plan to support the CAS SSO (besides the AD NTLM SSO)?
Technician has no edit option on report he created?
I have a technician that created a report a while ago but back then he had the SDAdmin role and now he doesn't have it anymore but he has a role that gives him full access to reports and he can't edit that report anymore. I had him to create the same report with a different name and he is able to edit that one. What would cause him to loose the edit option on the report that he created since he lost admin access? Can he regain edit access to this report? We are running SDP 9.2 Build 9211 with MSSSQL
Helpdesk system not auto merge request by ID
hi all , Please help me this case : my helpdesk system version 8.0 - When user send mail to support@abc.com , it auto create a ticket on system (good) and send mail notify to technician with email have ID ticket (example : ID 1234 ) on subject . But when technician reply email (re: ....ID 1234) , it not auto merge to old ticket (ID 1234) , it create new one (ID 1235). Please help, Thanks Tom
Warning when making changes to a ticket, and unable to assign to another person.
When I go to edit anything with a new ticket, this comes up: Also if I use the drop down to assign a ticket, only Group is shown and Technicians are not shown. Any help is appreciated.
Incident additional fields
Hey guys, We have an additional field that is a pick list. Is it possible to have it appear as a drop down list on the requests tab? Currently its just listed as a - . Any help would be appreciated. Thanks Matt
PO Invoice Details: Add Invoice Amount to details
Along with Invoice ID, Received Date, Payment Due Date, and Created by, it would really helpful if you could add Invoice Amount as a display column. Thanks, Adam
Multiple email Domains managed in one ServiceDesk
Hi, I would like to know if its possible to centralize support for different domains, for example my company has 2 branches, one for development and one for auditing, each one has its own domain with its own "support@domain.com" email and since they belong to a centralized administration we would like to manage request from both domains in one servicedesk, is that possible?. I have checked the SITES option, but it does not seems to do what we desire, rather it seems to be a tool to manage different
requestors with no site report
Hi Support, We've been receiving emails from external email address and this creates the account in the ticketing automatically - but we need to be able to get a report of those that doesn't have sites since it's affecting our reporting. Also why is that they don't merge requestor with the same email address?
SSO issue with Domain Trust relationship
Dears, With one of the ServiceDesk Plus installations, I am having trouble configuring the SSO. Here is what happens: When SSO is enabled, SDP hosted server gives an error "The trust relationship between this workstation and the primary domain failed". In order to fix this, we need to decommission this host from the network and then re-join the same to the network/domain. Plus, all the printers installed in the user systems go offline and none of the (300) users are able to print. All this happens
Duplicate Scheduled reports
Hi, We upgraded to version 9.2 Build 9227 over the weekend, and this morning I am receiving reports from multiple users that they have been receiving 2 versions of every scheduled report. I've looked in the scheduled report section and they only appear once - what can I do to resolve this? Thanks,
SDF-62042 : Floating menu bar
Hi, I would like to know how to enable the floating menu bar option.It reflects under New features in 9203. Thanks. Regards, JD
Sanity check! Only logged in techs are auto-assigned tickets
Hi all, Just wondering if I can restrict automatic ticket assignment to techs that are logged in. A potential problem I could see would be tickets being assigned to a tech that is not working on helpdesk that day. I noticed there was a tech calendar that allows a tech to mark themselves on leave. Is this how others manage this problem? Thanks in advance
Downloading service packs
Hello, I am unable to download the service pack. It asks me to sign in to pitstop, which I am. Any help would be Appreciated
Alternative Asset States
Good day, Asset states are limited in that there are only: In Use In Store Expired Disposed In Repair Is it possible for me to add more states for In Store? We have two or three locations where IT equipment can be stored based on value or the potential to redeploy equipment to the production environment eg: In Store - Room 16 In Store - Safe 4 Can more States be added in this way? This will also help with auditing in that specific equipment can be readily tracked to a specific storage location. Thanks,
Purchase Order Buttons Covered
Has anyone else had an issue with the buttons in the Purchase module being covered by the purchase order records? s of the
Business Rules or Service Level Agreements needs more criteria choices
I need to be able to put a limit on how long a status can be 'onhold' before someone is notified. Also, if an Approval has been over 7 days in the waiting queue - someone needs to be notified of this status. How can we add these items to the Criteria?
Disable/Remove Technician to not be shown in list
Hi, I would like to remove/disable a Technician to not to be shown in the drop-down boxes for "Select Technician" any more. I removed the login but this doesn't helped and when I remove a Technician completely (delete) the Worklogs of that Technician will not appear in the Timespent reports any more. I definitely want to be able to do reports over past periods for those Technician but disallow the ability to select them for future tasks. Is there somehow a option to JUST disable them? Version: :
PO approval not working
I have a technician that receives request for purchase order approvals and when he logs into service desk under My View, he sees the items that require his action. All of his items are PO's waiting on approval but whenever he clicks on the Take Action button, he gets the following error: I have cleared the cache on his browser and still get the same error. He is using IE11 and we are running ServiceDesk Plus 9.2 Build 9211 with an MSSQL database.
Task Dependencies
Is it possible to require that tasks be completed/resolved before the associated ticket can be closed? If we have multiple technicians assigned a task on a request, such as a new hire creation, then we really need to be assured that the tasks are completed before the primary ticket owner closes the request. If we cannot assure that the tasks are completed first, then the task feature proves to be worthless to us. It would also be great to be able to set reminders for tasks, like we do on SLA's.
ApprovalLink not working.
I can't get the $ApprovalLink to output any URL. I have removed all text and just had that variable in. Still just displays the text, not URL. Running V: 9.2 (9227)
SLA Operational Hour to be less than 1 hour (30 mins)
Dear Support, When it's expected to have the feature so we can choose SLA time less than 1 hour (e.g. 30 mins). Regards, Basem
please integrate wechat in SDP
Hi, team In China, almost helpdesk vendors had integrated the WeChat, that allow user/technician to arise request, make comment, reply request as comment, publish a solution, etc.. Please analysis this feature request, and make a plan to implement this. (At least, to allow arise request using WeChat). Thanks & Regards,
Can't increase ServiceDesk wrapper java heap memory
Hi, Our application server running ServiceDesk Plus has 4GB of RAM memory available, but the SD wrapper is set to use only max. 1024MB. Since there's plenty of ram left that could be used by the app, we'd like to increase this value. Unfortunately, setting anything above the value of 1024 in wrapper.conf (C:\ManageEngine\ServiceDesk\server\default\conf) makes the SD service unable to start with the error logged: STATUS | wrapper | 2016/09/23 12:26:47 | Launching a JVM... INFO | jvm 8 | 2016/09/23
Report request
Possible to get a report listing all duplicate asset names? It would also be nice to have additional info list serial number, asset tag, state, etc. MSSQL build 9220 Thanks
MS Office 2010 service pack 2 not reflecting in ManageEngine ServiceDesk
we are installing MS Office 2010 SP2 , but manageengine not reflecting installed update in installed software or service pack
Report for Creation to Resolution Time Elapsed
Hello, I'm running ServiceDesk plus 9.2 build 9225 with PostGreSQL and need a report that shows the amount of time a ticket has been open from it's creation to resolution taking business hrs into consideration. Here is what I have so far: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESOLVEDTIME) "Resolved Date", case when (wo.resolvedtime=0 ) then null else TO_CHAR(((wo.resolvedtime-wo.createdtime)/1000
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