New hire workflow with multiple tasks
I have run into a problem while developing our new hire workflow in service desk plus using the service catalog. We have several different support groups using service desk to track their efforts. These groups include IT, HR, payroll, etc. For the new hire process the ticket is supposed to get created and assigned to HR for processing. That ticket has several tasks associated with it and assigned to other groups to create the new account on the network, set up payroll account, and so on. The problem
Field and form rules stops working if deactivate/delete any additional template
Hi All, I have created some field and form rules in "the default incident template" to hide/show some fields based on the "field change" or "form load". here are the examples of some of the rules I have created: these rules works fine on the default template. Here are my problem: 1. I had one additional template which was available to requester "show this form to requester" ticked. As soon as I un-tick this option or delete this additional template: my rules on default template stops working. I do
New request errors after 9107 update
When a requester clicks add request they get an error "Please provide numeric value for the field." Testing on a template, it appears to only occur if there is a numeric filed defined on the technician tab, but is not on the requester tab. A similar error occurs with a Date/Time field, but instead of an error, just a red "x" appears without error at the top, no request is created. Updated: The Date error shows up in the log: ... WorkOrder_Fields_UDF_DATE1=null ... *extra lines cut* [21:27:44:908]|[09-03-2015]|[SYSOUT]|[INFO]|[42]|:
Missing service template
Hi, We added a service template to our service catalog and after saving it we can't find it. We tried to create another one and save it but SDP says that there already is a template with that name. How can I locate the template and make it visible?
Tech Assignment query
HI this was created a while back for me but i need the report to have the following: Category,Sub category & items also support team SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",std.STATUSNAME "Request Status",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",pd.PRIORITYNAME "Priority" ,woh.OPERATION,LONGTODATE(wo.CREATEDTIME) CREATEDTIME,LONGTODATE(wo.DUEBYTIME) DUEBYTIME,LONGTODATE(wo.COMPLETEDTIME)COMPLETEDTIME,aau1.FIRST_NAME
Ability to adjust widget size on dashboard
Good day, Please add the ability to adjust the widget size on a dashboard. Kind Regards Renier
Comments option when re-assigning a request
Good day, Please add a "comments" option when re-assigning a request. (Currently only shows Technician and Group) Kind regards Renier
Cant start servicedesk plus webconsole
Hi After importing a new certificate in the keystore , servicedesk web console cant start. Any Idea for resolve that issue? Regards
need Quick Report
I need a quick report of tickets per technician with - Opened and closed by only Customer Support Group members - SLA violations (yes/no) - Escalated (yes/no) - not assigned to any other groups - this year only Build 9103 Database : MsSql
Group Email - Assigning to group
Maybe I dont understand this right, but if we put a group e-mail in for a support group, any emails it collects that were sent to that email address would be assigned to said group? Also I tried making business rules by using the To, and that didn't work either...
"Exception while checking server status.Connection refused: connect|" after restoring
Hello, ServiceDesk don't start correctly after restoring a backup to a new server. If i try to start the app with the shortcut at the desktop so I can see the splash screen, the starting progress stops working at "Application Layer Started". I get the following error in the serverout0 log. "[10:23:31:195]|[09-07-2015]|[SDPStartupUtil]|[INFO]|[14]|: Exception while checking server status.Connection refused: connect|" Build no. is 9107 on both servers. Thank you. Regards, Daniel
Auto-Completion of Requester doesn't work properly
Hi, we're using ServiceDesk Plus 9.0/9041 and have some trouble with the auto-completion of the requester while opening up a new incident. We synchronize our users from an Active-Directory. Most of the user-objects are working fine. We select the name an additional information, such as e-mail, department or site will be filled in automatic. With some users, it seems all users from one specific department, the auto-completion fails and the incident is opend up with the name of the requester only.
*ERROR: relation "servicereq_901" does not exist
Good day. I need help. We testing ServiceDesk on Unbuntu + Mysql 9106 release After good test we want make ServiceDesk at general work system Create virtual host and install on Windows 7 + default postgre base with 9106 release After recovery base from mysql to postgre we have problem - "BackUP" don't work.. Wats wrong we do? In command line sign: - "cd c:\ManageEngine\ServiceDesk\bin" - "backUpData.bat" Starting.... 03.09.2015 16:24:00 com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
Managing tasks in Service Request template workflows
Hello, I am a new customer of Service Desk Plus and am currently adding service request templates as part of the Service Catalog. On the Work Flow tab of a service request template, you can add tasks, set dependencies, and organise the order of tasks to match your business processes. My question is - we have a number of processes in our business which can cycle based on the outcome of a particular task. For example: Task 1 - develop a software application Task 2 - deploy the application to a Test
Field and Form rules are not working on the default incident template
Field and Form rules are not working on the default incident template. I have tried to implement this rule on Customised template and it worked, however, the same rule doesn't work with the default template. Request you to please provide a solution
Inline emails and notes
Hi guys, Starting to get the hang of this system now after 4 days of heavy use and am enjoying using it. I'd like to propose an idea, and I'll apologise now if it's already available as an option but I couldn't see it. I would like to see the notes and the emails listed sequentially together in date order rather than having the emails separate from the notes. When I am managing a ticket I will use emails, private notes, and public notes, I would like to be able scroll through all information on the
Service Catalog Usage
We have spent a fair amount of time developing out service catalog templates. We would like to only use service catalogs instead of Incident request. Is there a way to disable all incident request in the system, including the default. We would also like to know how to set up the approval process for a service catalog request based on the Group that the request has been assigned to. In other words I want separate approvers based on the groups. Thanks,
Determine way to dynamically adjust Urgency to account for Requested Due Date
We are trying to find a way to automatically adjust urgency for our Helpdesk system. Sometimes, the users will either select a normal urgency when it should be higher, and then our technicians won't get to it as fast as the user would like. We would like to set up a way that will dynamically set the urgency, based on the requested due date. If this would work, we would like to see it look like this: 1. When a new ticket is created (web form only), the system checks the Requested Due Date and if:
Problem updating the assetState of an asset using the servlet API
Hi, I'm having trouble assigning an assetState to the servers registered in Assets in ServiceDesk. I'm using the following URL (I also tried posting the values using form input fields): http://server:port/servlets/AssetServlet?username=hidden&password=********&AssetState=In%20Use&operation=updateasset&assetName=myserver.domain.local&assetType=Server&model=Unknown%20Server It seems that fields that are not bound to a drop-down list are getting populated fine via Servlet API, but assetState is a
Cascading Business Rules
I would like a better understanding of how business rules work when cascading is turned on. Example: I have 6 rules. Rule 3 has cascading turned on: Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does apply > changes are applied and ticket moves out of rules Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does not apply > move to Rule 3 Rule 3 does apply > move to Rule 4 (because cascade is turned on for Rule 3) Rule 4
Exporting full body copy of Change Requests and Service Requests/Incidents
Hello I have the need to move a bunch of my tickets to my billing ticketing platform. I'd like to get the query of Service Requests and Incident Requests I generated from Reports (shown below) altered to add the the data of the conversations = the responses between customer and staff on the Request. Reports seem to only offer a summary with the subject line. Basically, I am looking for a query joining the Requests and the Conversations - if that can be accomplished in a better query than the one
High CPU usage and slow performance after any change.
I'm unable to make any change to my server or manage engine service desk install without a jre service pegging out the cpu at 100%. No amount of rebooting or restarting the service will fix it. If I update and add a sp install to the service desk it causes it, if I change a config file in tomcat (to fix logjam error in chrome) it causes it, if I install linux updates it cause it. The only way to fix it is to roll back to an earlier checkpoint of the VM.
REPORT NEEDED - Summery report by template type
We are looking to have a report made that shows us how many times a template was used in a month. I.E. - Jan Feb Mar Default Template - 3 7 4 Account Template - 5 7 9 I would like it to be a 2015. We are using MSSQL. Thanks.
AD Import Error - where`s the log file
Hello, we have Problems importing AD Users inside Service Desk, some of the accounts failed. Is there any log where we can see whats the Problem? Thank you.
Conversation entries - What table
Hello, I retrieve data from servicedesk database in ms sql server and I find it difficult to get particular entries in 'requester conversations'. What was written both by requester and technician to be precise. As I found out I can find conversations in table conversationdescription (workorder>-conversation->conversationdescription). Text itseft is stored in an unfriendly format to analyse but it can be dane somehow. How about entries made by technician as first answer to request. I assume that
Ability to copy a ticket?
I wanted to see if there was the ability to duplicate a current ticket. Sometimes we get a few users that need the same hardware but they need to be opened on separate tickets for billing purposes. Is there a way to create a single ticket and duplicate it?
Assign Due Date after Approval
Hi guys, Anyone have any idea how to allow the due date be assigned after the request has been approved instead of upon creation of the request. Thanks in advance for your help!
ADD Custom Filed In Requester Details
Hi Dears Is there any way to add some custom filed in the Requester Details.I need add Product name to filter assets of user that are showing me. how i can do it? Thanx a lot
End User Landing Page Changes
Is it possible to change the colour of "Report an Issue" on the main landing page for the user? We are looking to change it from a blue to a red. EDIT: I still have had no responses in the forums or from ManageEngine. I was able to edit the colours but it required an awful lot of digging. It required the CSS file 'sdstyle.css' located in the "C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style" folder to be edited.
When CC user reply to an email
Hi, I have just implemented Manage Engine, and would like a small clarification on an issue. When a technician replies to a requester and a requester who is CC (not the original requester) a new ticket is created. Can't the conversation keep on going under the same ticket? As this would be an issue if every time a CC user replies in the conversation a new ticket is created. Am I missing a setting? Thanks and Regards Daniel
Include Computer Description In CI Details
Is it possible to include the "Computer Description" field (found in the System Properties of the computer by the computer name) in the in information that is imported with the ServiceDesk Plus Agent?
Reporting specifically around SDP Technicians
I'd like a host of reporting strictly around SDP technicians. Ex. Technician List; Creation date/time, deletion date/time, modification date/time. List of Technicians with certain roles. List of technicians with change rights List of technicians who are project admins. etc. Thanks, Adam
Auditing for SDP Administrator Changes
I would like to see additional reporting just around technician creation, granting and removing of technician permissions, and other types of events in SDP. Thanks, Adam
Fetching emails with blank subject line
I have noticed that if a requester sends an email with no subject line, ServiceDesk Plus creates the subject "Not Provided" when it fetches the email. As this may be confusing when we reply to the requester, I wanted to change it to "Subject left blank". So, I created a Request Template with this in the subject, and then created a business rule saying to use that template whenever a subject line is blank. When I try to save the business rule, I get the error in the attached. Is the rule having trouble
Edit task via API
Hello. I have a problem with API and tasks. I want to change group and title of task via script in powershell. Original task: title: "Old task name" group: "servicedesk" description: " Line one Line two" API query: https://sdsrv/sdpapiv2/tasks/79719?TECHNICIAN_KEY=TECH_KEY&INPUT_DATA={ "task": { "title": "Task name", "group: "SRV ADM GROUP" } } After query I have (in SDP task): title: "Task name" group: "SRV ADM GROUP" description: "Line one
The "Forward Solution" Feature in SDP
Hello, We are trialling ManageEngine SDP and we have come to notice that when a user forwards a solution to another person, the email appears to be from the 'Reply-To' address configured in the Outgoing mail settings. The content of the solution in the 'Forward Solution' window is completely editable, meaning anyone with the lowest permissions (SD Guest) can use this platform to remove the solution from the email body and send any email appearing to be SDP Pro, or in our case, we make SDP Pro appear
Upgrade - where are the instructions?
Hi, I believe I have version 8.1.0 of ServiceDesk Plus: Where I will find the instructions how can I uprade to the lastest build. And how to check my build -> on the above screen I believe there is only version.
Subjet line configured read only?
Can the "Subject" line in the various Service Request and Incident templates be configured as read only? Using SDP 9038 & SQL Server 2008 R2. Thx
Asset Module improvments
Wake On Lan support for Asset scanning: This feature seems to be missing within the SDP application. Because this is missing, numerous failure to scans appear daily requiring a manual scan to be completed for current information. Basic funstionality would be to ping the system before attempting scheduled scan and if there is no answer, send the WOL packet flagging to retry scanning of the system after scheduled scan is completed (end of list reached). We currently have this feature in Spiceworks.
Cannot start Service Desk
After a Java update on the server running Servicedesk, the wrapper.exe is giving this error in logs and the service will not start. Any help would be appreciated. STATUS | wrapper | 2015/09/01 13:13:57 | --> Wrapper Started as Service STATUS | wrapper | 2015/09/01 13:13:57 | Java Service Wrapper Professional Edition 32-bit 3.5.15 STATUS | wrapper | 2015/09/01 13:13:57 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/09/01 13:13:57 | http://wrapper.tanukisoftware.com
Next Page
