Pre-populating E-mail Id(s) to Notify Field
Is there any way to pre-populate the E-mail Id(s) to Notify field on an incident template?
Problem running this Query
SELECT solution.solutionid "Solutionid" , KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits "Views",Creator.FIRST_NAME "Created By",longtodate(SolutionInfo.CREATEDTIME) "Created Time",Updater.FIRST_NAME "Last Modified By",longtodate(SolutionInfo.LASTUPDATEDTIME) "Last Modified Time",Sol_StatusDefinition.STATUSNAME "Status" FROM Solution INNER JOIN SolutionInfo ON Solution.SOLUTIONID=SolutionInfo.SOLUTIONID LEFT JOIN KB_Topics ON Solution.TOPICID=KB_Topics.TOPICID
Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users
Dear Manage Engine, Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users. I don;t believe this though. I will install and try it. Regards, Bisi.
Add "last responded" column to the main requests view
Hello, I am curious to find out if SDP has the capability to add an additional column to the main requests view to show the timestamp of the last response, or last update by a technician. What I am looking for is an easy way to identify the last time a technician interacted with each request so I can prevent any requests from becoming stale. Ideally, I would like this column to show the timestamp of the last conversation a technician sent to the requester for each request. The intent is to create
Any explanation as to why sending a reply, notification etc takes up to 6 seconds
After we hit send on a reply email for example, we wait up to 6 seconds for it to release or send. Many people will hit send more than once as there is no timer or anything that shows. The cursor does not change. The ServiceDesk Plus Server is on premise and the SMTP /outgoing server is O365. Is this our issue? is there a delay. Mail fetching works fine as far as I can tell. It is just sending. Here are the settings we use Also any update that requires a notification sent is slow. Thx.
Account Manager in Notification Rule to ignore Level-1
we have an Manage Engine version- 7.9.0 Build number 7941, here we have set up the mail configuration for Account Manager in Notification Rule but we need to ignore Level-1 (want only Level-2 & 3 Request mail to Account Manager). please help..
New Status Creation - Change when someone responds to ticket
Good Morning! I apologize if this has been answered somewhere else. We have created some new Statuses for our ServiceDesk Plus Free edition. Called Waiting on User or Waiting on Parts. Is it possible that when a user responds to the ticket that it will then change the ticket back to Open again instead of these that we have created or the OnHold status? We are running version 9.1 Build 9114.
Asset help
I'm crawling al over the site trying to find out more about how to best use the Asset module. The Admin Guide information does not have everything I need. The presentation about IT Asset Management in SD+ won't run (PP says it's corrupt). Are there any other resources out there I can use for this module? I'm specifically looking at the software management section. (version 9.1 Build 9119) I can list out all the issues I'm having if need be. In general, however, I'm just looking for more detailed
Assets - Software - Scanned Software
Would be nice to have a way to filter certain types out. For example, everything but "Excluded" type, or Everything but "Excluded" or "UnIdentified" /etc
Seeting the Mode of a ticket with busines rules / Incident Template
Hi We have a 3rd parting network monitoring system (PRTG) with send email alerts into Service Desk. one of the things we would like to do is get some of the category's and request type I have the rule setup to use a template called PRTG Test and this changes all the relevant fields except the one I am most interested in changing the Mode if you can please offer some asstiance we are on version 9.100 build 100 Regards Peter Gordon Peter Gordon Service Desk Analyst LINPAC Group
2 Separate Service Desk Systems on Same Virtual Machine
We have ME Service Desk (Build 9003) installed on a VM(ABC Windows 2008 R2) and we using it using the URL(helpdesk:8080). I wanted to know if there is any possibility of installing ME Service Desk on same VM( ABC Windows 2008 R2 ) and use with another URL (projects:8080) . We basically do not want to mix IT helpdesk with IT projects ticketing systems. We want two different interfaces and two different databases. We are trying to achieve to have less number of VM Thanks Raj
Migrating DB and Restore
Hi, I'm trying to migrate from mysql to mssql and then restore a full mysql backup, but errors occurred and i cant restore data. Changing DB server was easy and without errors, i've started once SD+ and then stop as indicated by your procedures, I've call the restoredata.bat file after that and selected backup file and then it gave me an error. "Unable to restore database : invalid END header (bad central directory offset)" Here it is my command prompt log: C:\ManageEngine\ServiceDesk\bin>restoreData.bat
Require Query on all tickets using one pre-made template
Hello, I am need to run a report on tickets opened and closed that were opened using one specific incident template. Unable to locate a report that can pull from that field within the ticket. Can I get some assistance with setting up a query possibly to complete this? Any help would be greatly appreciated.
Active Directory Authentication not working Standard Edition
I have installed the Free Standard Edition and imported requester from Active Directory with no errors, then I enabled Active Directory Authentication but when I try to login with an AD user I just get bad username/password. What am I missing?
No DueBy or Response DueBy dates on Request Catalog template
I've created a new user request to publish in our Request Catalog. Unfortunately, when we receive these requests, no DueBy or Response DueBy dates are defined. The Template has Impact (Low), Urgency (Normal) and Priority (Low) defined, which should return due dates calculated by our Low SLA, however both dates are blank. Any idea how to resolve this? Thanks, David
Trouble with Technician using Remote control
I am having a problem with allowing technicians to remote control assets. We are connecting through SDP using the Desktop Central agent. The only way it works is to make the technician in Desktop Central an Administrator - Even though there is a role for remote control. Can I limit the access to everything else, and only give access to a technician the remote control feature? Thank you, Daniel
NTLM Failed Redirecting To Login Page
Hi Team, I have a user facing subject error while opening SD+ Test page He is able to open Production page but this error is only while opening Test link and this issue is only with one user other users are able to open Test and Prod both pages properly. Cant provide you the logs and report as he is not able to open home page itself. Please provide the solution on this ASAP.
Global settings: time format, time zone, date format
Will you do global settings for time format, time zone, date format? By now, it's not a convinient way to setup this options in all technician settings. It would be nice to have an option: use my settings use global settings and the global setting will be default
FOS
Dear Support, am having this error,when i am trying to used FOS , I did all the steps in tell i reach to this command Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter after did this command i got this error Older 144091 MobileClientJSPClasses.jar 2015/12/21 01:28:00 ERROR 32 (0x00000020) Time-Stamping Destination File C:\Mana geEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetS
Show additional requester information in ticket
Is it possible to display the requester's Job Title in the Requester Details section of the request? I'm using Version : 8.2.0 Build 8217
REST API Technician Key Failure
This topic is spam Every now and then, around 10 PM, a tool of ours that uses the SDP REST API to grab requests fails with the following error: [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[1861]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [22:08:46:986]|[08-10-2015]|[com.manageengine.servicedesk.sdpapi.servlet.SDPAPIServlet]|[INFO]|[1861]|:
REST API should use JSON rather than XML
Feature Request: Convert the SDP REST API to use JSON rather than XML!
Report showing number of conversations/replies
We're looking to identify potential training issues/opportunities at our different departments. To do so, we would like to run a report that lists the number of replies/conversations in a request. Ultimately we would review the average number of conversations for each request category and identify the departments that consistently have a higher than average number of conversations in those category types. There would likely be a training opportunity with that department to reduce the time it takes
Reporting question
Hi All, I'm struggling running multiple queries into a single report, as stated elsewhere there are reports that singly do almost anything you would require but running them together is a different thing entirely. I'm trying to get a report that shows Total calls logged and resolved per month, but also average time spent per call and percentage of completed calls that have met and not violated SLA ideally broken into priority I don't wish to see any request/incident details just purely and simply
SDP 9.0 incorrectly detects IE11 as IE6/7
Hi there, Since updating to v9.0, accessing SDP using IE11 presents the following warning: This doesn't appear to affect any functionality (IE11 largely appears to work with SDP 9.0) however it can be confusing for users and prompt unnecessary calls to the service desk. Is there a server-side fix for this? Changing settings on every client isn't going to be a practical solution. (Note: this has been confirmed on Win 8.1 although it likely effects Win 7 too) Thanks, Richard
ServiceDesk Plus 9120 Released
Dear Users, SDP 9120 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9120 SD-61341 : Unable to access 'Custom trigger' under Request module in Standard and Professional editions. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Change Request Status
How can I close the Change in order of the status of Change to be "Closed"?
Question About Reporting
I am creating some reports on closed tickets and would like to know what the difference is between completed time and resolved time.
ServiceDesk Plus email database purge
Hello, We have an existing ServiceDesk Plus installation that we want to start using again. The person that installed this software is no longer with us, so I'm learning on the fly. It was installed approximately 1 year ago and the email fetching service was started, populated and eventually stopped. When I start the email fetching service now, the system begins creating tickets from old emails almost a year ago. is there a way to purge the database and start from current emails, once the fetching
Forum Suggestion - Posting Here As There's No Forum For The Forums
Hi I can't find a ManageEngine Forums forum, so I thought I'd plonk this in my favourite forum. Could someone pass on the suggestion that when you post a topic to a forum, it shows up under your profile as an un-approved post instead of not appearing at all? I suspect my last one's going to be duplicated as I had absolutely no way of knowing whether the post had been successful or not. Just a suggestion, Paul
Help with Report
Is there a report that will show all calls closed and all calls that were opened for the previous week? I can do a report that will show one or the other but seemingly not both on the same report.
SDP -> Create ticket in JIRA - help
Hi ManageEngine, I need your help with the SDP . I need to make a button that will create ticket in JIRA . Can someone explain to me step by step how do I do it . I look forward to help from your side . Regards, Pawel
Colour mandatory fields background
Is it possible to change the background colour of a mandatory field to red until it gets an input ? I know we get the little star, but a big red field is far easier for users to see and understand. Thanks
System does not recover requesting details
Please review the error next: When the applicant's name has a special character (' ; ^ ; ~ ; Ç ) and the user tries to create a new incident, the system is not recovering the details and displays the following message: "Requester Name does not exist. Do you wish to add new requester as part of submiting a new request?"
Rich Text Editor
Hi All, I have a issue with rich text editor that can not use on Reply ticket to requester. but On solution it's used Ok
Manageengine Servicedesk DNS Settings
Hi, We have a requirement to have two DNS settings in manageengine servicedesk (for fail over) We are currently using v9.0 build 9006 Under Admin > Users > Active Directory there is only 1 DNS setting available to enter Can we get a second entry available? this is due to redundancy and failover purposes for active directory authentication thanks
Attach requests to milestones
Our organization is looking to use project module for release management. Enhancements will come in as service requests. A project will handle the release management with milestones being the releases. Currently we cannot link/attach tickets to milestones. Is there a chance this could be put in a future enhancement? Otherwise we need to create a project for each release and we are looking at weekly releases.
Database information for Requests
I am using the Standard version of SD Plus. I am looking to migrate from OSTicket and bring over all of the details we had there. I am pretty comfortable with SQL and wanted to know where I could see the ticket details in SD Plus within the database. I believe that if I can match the tables up I can import all of the pertinent data from OSTicket and not just use the XLS import option. Can anyone tell me the tables used for a request?
task model with dependencies
Hi all, I need to create a task model that has dependecies from another task model. I remember it was possible but I can't find the way again. Do someone knows how to do it? thank a lot Alberto
Problem with Adding Request
I have created an incident template and for some reason, when I hit add request nothing happens. I have a problem with the description field gone missing but I'm not sure if that is what is causing it. Any ideas where I can look to see what might be preventing me from adding this request? This is the first time I am using the field and form rules as well.
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