How to configure an automatic Response to requester
Hi, Is there a way that you can automatically send a reply to the requester when the request is created? something like "We have received your request and will be processed with ID $RequestID" I have check the business rules but i dont see the action for response, also i have created a custom response template, but again, in actions for custom rule there i can only defined a bat file to run. Thanks for your support.
Importing assets: can't get users linked to assets
I'm working on importing a number of assets into our Service Desk. I'm having problems though. When I was testing it out, everything worked perfectly. The users whose usernames I'd put in the CSV file were assigned correctly without problems. Now when I import something I get an error message. I know the domain name is correct as it hasn't changed in the last 10 years. I also know the usernames are correct. With that in mind I don't understand the error message. It tells me to check if I've typed
Asset Sorting
Is there a way to make all fields sort-able under Asset's. Most of the fields you can sort except for IP Address Mac Address Processor Name Processor Speed Bios Date There may be other fields but these are the one that I have noticed. Thanks
Adding a Widget to the Self Service Portal
Hi I have searched extensively for instructions in how to create and add a widget to the self-service form as i only have a small amount of technical knowledge. If I were able to have a custom report (which I have created and added to the technicians dashboard) that would suffice, but i just cant seem to find any instructions or the location of the report to help me embed it into he HTML or add it via the widget url link thanks in advance Jacqui
World Log Woes - Holy Moly...
- Cross-Posted from the Community Wall - Hello everyone! So yesterday my organisation had our bi-weekly "best practices" meeting. In this meeting my Director stated to the team that everyone will be required to enter in work logs, or they will need to fill out a report on why they didn't include a work log in their tickets. You can imagine that this was met with nothing but groans and gripes. Their argument is that it takes too much time to go in and enter in a work log, but then they complain
[SCRIPT] Automatically set the logged in technician as the technician for the Request
Hello all, in our Company the technicians create all the Requests. And now I want to execute a custom Script (when the form loads) so that the technician, who is creating actually the request is automatically set as the technician. I wrote this script, but it doesn't work for me: $CS.setValue("TECHNICIAN", $LOGGEDIN_SUPPORTREP_NAME); Thank you! Greetings Max
Task Interface Issue
Hi, I know it's not a big issue but since my manager asked, can you please look why the highlighted in the red box in not working when you click it, even it says "click to view Request details". Sorry I'm not sure about the name of that function Thank you, Rowell
Resquester reply not showing on tickets
Good Morning, I've been noticing that when a requester replies to an email, it will not show on the ticket. How can I fix that issue? Thank you,
Update Requester from Servlet API
Hi, We have a problem to update requester attributes from API. We perform the post request and receive the error message: "The logged in user dosen't have permission to add requester details" Thanks
MSSQL Old API
I noticed this line throughout our logs: [07:06:41:433]|[09-23-2016]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[4186]|: Old API is being used to form range query Kindly use proper column alias if the same column names are added to form range query with MSSQL.| Our setup is ServiceDesk Plus on Windows with the MSSQL database on a separate server. SDP is running the latest version 9.2 9227.
Desktop Application for SD plus
The company I am working for is using your ServiceDesk plus software. However, I am having intermittent issues (timeouts) when connecting to the web application portal of your software which was hosted in my company network. I am very curious if you guys have a desktop application that I can use so that I won't have to use the chrome browser as it is always going on to timeout. By the way, I am connecting to my company network via VPN, and I am working remotely most of the time.
Email Headers and Spoofing
I would like to request a new feature to allow technicians to view the headers (fully body) of any incoming email. We have had an issue with spam coming in with emails spoofing our domain and I would like to find where they originate. This is an article (https://mediatemple.net/community/products/dv/204643950/understanding-an-email-header) explaining the different components and I think it would be valuable to include some of these elements in email ingestion rules. Thanks, AW
Sort in Advanced search
Hi, When I use Advanced Search and open the combo box to select the field name to search by, the list of fields in not sorted. Since we have quite a few fields, this is very annoying. Any way to sort them alphabetically? Thanks, Miko
Notification Rules
Hi, In the Notification Rules section there is an option for Requests - Acknowledge requester by e-mail when a new request is received. Is there a specific notification option to only respond if users submit new requests via E-Mail ? We'd like to stop our e-mail ticket creation function, but would like to auto-respond to users before we do this. Is there anyway of doing this, obviously we only need it for new tickets...not to be created when existing ones are updated via mail. Regards Andrew
Helpdesk Email problem
Hi Support, we encounter the email error since 20 Sept 2016. When we stop and save the email setting the error as attach in this. What i did is to restart the manageengine helpdesk and server but the result still the same. I checked the email account if any case the IMAPS disable or not, but the IMAPS is enable. Password also still same because i can login through webmail. any ideas what else i can try to do? thank you
Windows Updates June 16th, 2016
Hello Everyone, We just completed our Windows updates for today. We are now receiving the error "This Page can't be displayed" in IE 11 and Edge. The site still works using Chrome and Firefox. I was checking to see if anyone else is having this problem? Version 9.1 Build 9110 George
Service Request - Date Field for Resource Info
I have a resource area in one of my service requests that pertains to funding information. I'd like to be able to include a field in this section for the user to indicate the deadline of their Grant, as this will determine the urgency of the request. However, I can't seem to locate a way to add a date field to a resource. Is it possible to add a date field as a resource question?
Cleaning Up SD Plus
Hi, As we've used the system for a while we have a few items in different areas that has been discontinued for use (Categories, Service Catalog Items, Fields, Resource Question History etc.) Some of these you can remove but others are simply disabled for future use. Is there anyway to clean these up and remove them entirely as the thing looks messy as our service and terms change over time ? Any advice or help would be appreciated. Andrew
Delete workstation assets automatically after 45 days of not scanning?
Is it possible to have assets deleted automatically if they couldn't be scanned in the last 45 days? Right now this step is done manually but it would help us a lot if it could be automatic.
$ApprovalLink - No credentials required?
In a request that was sent for approval, a user forwarded the email to another user who was then able to click on the approval link and approve the request. The request was shown to be approved by the user who forwarded the email. This implies credentials are held in the URL that is generated by $ApprovalLink Is it possible to remove these credentials or alternatively to force a credential challenge if the user is not already logged into Service Desk?
Edit Workstations state
Hi, Can you please give a recommendation to edit massively the state of Workstations? We have an scenario where we will return several computers to store but can't find the efficient way to do it, since there are specific serial numbers that we need to return to store. We have no common fields between workstations that can help to filter and change the state. We are looking for something like looking for several serial numbers at once and from there edit the state of the search results. Thanks
Manage engine is very slow
I face problem on slow of Manage engine sdp even after i restart both service & service
CMDB Help
Hi, I'm currently in the process of trying to evaluate if the CMDB component of ServiceDesk Plus is worth the effort in establishing. There are certainly some querks with it, for example, I've found that I need to use IE when configuring some of the CI Types. These however are nothing to prevent me from using the feature. The biggest struggles I have however are: 1. How do I print the map view? 2. How do I report on an application's dependencies? This last one is a big one. What we would like to
Requester Autofill has stopped functioning.
Good day, I'd recently performed a few updates on our installation of ServiceDesk Plus (latest version), and have noticed that the requester field has stopped autofilling based on the logged on user. It had been working before the update. Nothing has changed aside from the upgrade... Is there something I might be missing? Thanks in advance.
QueryReport for Project Time
SELECT tpr.PROJECTID "Module ID",'Project' "Module" , MAX(pr.TITLE) "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (MAX(ct.CREATEDTIME)/1000),'1970-01-01 00:00:00') "Time Spent Created Time",rctd.FIRST_NAME "Time Spent Technician" FROM ChargesTable ct LEFT JOIN TaskToCharge tkc ON ct.CHARGEID=tkc.CHARGEID LEFT JOIN TaskDetails tk ON tkc.TASKID=tk.TASKID LEFT JOIN TaskTOProjects tpr ON tk.taskid=tpr.taskid LEFT JOIN ProjectDetails
Self monitoring service for SDP
Does General - Self monitoring service for SDP can be install on a Standalone server? Thanks Robert
Unable to send request to email that out of the domain.
Hi all, I need assistance from you guys. Please help. Thank you.
ODBC Connection to Service Desk Plus
Good day, I do consolidated reporting on help desk performance using powerpoint. I know that you can connect to a SQL DB from a spreadsheet and then you can insert that spreadsheet into your presentation. How can I connect to Service Desk plus? I would like to extract incidents by category data while I do not want to use the built in reports or want to move data manually each month. Thanks,
rule to assign ticket to member of technician group
We have tickets created via email from a monitoring system and have the "Category", "Sub-Category" and "Item" field populated. Currently I have a business rule that assigns the ticket to a group based on the Sub-Category field. How can I have the tickets assigned to the technician's in the group in a round robin method? I have auto-assign technician enabled. Thanks Sal
Mail aliases bug
Hi! Looks like I've found a problem in SD+. We have 3 e-mails aliased with the single mailbox where Service Desk plus is fetching e-mails. With the single e-mail added to the mail settings - we have other mailboxes added to the CC field when doing a reply, if the request is sent there. In case I'm adding other mailboxes, they are not added to CC, but after some time they are back to CC all but the first e-mail in the list. The setting works after it was changed, but then application ignores it for
Approval Procedure & Change the change of Information during the process - Question
Dear Support, We have designed a Request form with approvals. The approval setting is set to: All approvers must Approve. What we have discovered is that if 2 approvers have approved and the 3rd one see an error on the request and change/correct it, it does not reset the previous approvers and just continue. This can be a problem as the previous two approvers has approved it on the 'wrong' information. Any ideas how we can fix this? Regards Albe
Unable to send request to email that out of the domain.
Any idea of what should I do? Appreciate it much.
Notifications Template
We modified the template for our Technician groups to get the site in the subject line $Site. We currently have Two regions, doesn't look like it's possible to add $Region. Is that something that can be added?
SMS Pulling
Is it possible to pull the support requests registered through SMS ? If yes how and up to what can be configured ? Thank you
Upgrade to 9.2 broke HTTPS
Hi all -- I updated my ServiceDesk Plus application from 9042 to 9204 tonight and found after the 9200 patch, which contains a Tomcat upgrade, my server no longer worked for HTTPS -- Chrome returns a ERR_SSL_PROTOCOL_ERROR, and Firefox returns ssl_error_rx_record_too_long. I had created and installed a keystore file per the instructions here. I also had updated the server.xml file according to those instructions and changed the server port to 443 and HTTPS, and it had worked well -- for 9042. I had
Change\edit after the ticket beig approved
Dears, Why the SD allows a ticket to be changed after submited and approved ??? This shouldn't happen... for example, the ticket is for one thing, than we submite it for an approval... The aprover approve it and than, the techitian change what the request was.....
Submit php file for registration
I would like to have a form on the login page that would run a jquery popup (which is working) and then submit to a php file that would then send that info to an email. This would allow the technician to create a user for the person wanting to register for the helpdesk. I can modify the login page fine, but is there a way to run php files?
CMDB Attributes with Atrributes
ME, We are moving more and more processes into our automation tools. What I am talking about is highlighted below: What I am trying to solve for is what is listed below: I have many containers in an xml config file. Each Container has one or more attributes. Container <name>TMOBridge_Container</name> <serialized>False</serialized> <connection_type>DB_ONLY</connection_type> <restart_on_date_rollover>true</restart_on_date_rollover> <message_loop_class> services.WTMOBridge.TMOTBridge.TMOABridge
Custom triggers for changing the request status
Hello, Is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming requester conversation (a requester reply)? By default, SDP does not change the request status, and we would like to have the status automatically changing to "Response available" for example. In addition, is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming conversation (a
Local time in report
Hi, I have below query but need it converted to localtime since we use the system in several timezones and have therefor set the timezone for each site. Or version is 9.2 with build 9225 in a PGSQL database. Anyone that can help? select to_char(from_unixtime(wo.CREATEDTIME/1000),'YYYY') "Year",to_char(from_unixtime(wo.CREATEDTIME/1000),'Month') "Month",to_char(from_unixtime(wo.CREATEDTIME/1000),'dd') "Date", sum(CASE WHEN HOUR(from_unixtime(wo.CREATEDTIME/1000))>6 AND HOUR(from_unixtime(wo.CREATEDTIME/1000))
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