Associate request conversations with Solution.
When creating a solution from a request ticket, we would like the ability to associate the converations within the request so we can define the context of the solution. What we are currently doing is copying and pasting the information into the resolution or just referring to the request id. I did notice there is an enhancement request for a solutions template that would help as well. Is there a timetable on that enhancement SDF-26350?
How to install a private SSL certificate
Hi there everyone! Over the past year or so, I've seen a lot of discussion dealing with getting third-party SSL certificates to work in ServiceDesk. Within that discussion, many of you have had a terrible time getting it to work properly, and some I don't think ever got it to work at all. I myself didn't have the need to mess with it, so I've never investigated the problem. However, that has now changed. I believe part of the problem is that you are expected to either use the certificate generated
Search for two or more priority at sametime filtering in Task submenu
Hi, Can i set two or more filters at sametime on priority combo box? Example: Filter by two prioritys"High" and "low" at sametime. So.. shows only "High" and "low" tasks. Thanks SDP 9.1 MSSQL
Email Recall Function like Outlook
Hi Support Team, Is there a way to recall email when using the system. like in outlook recall function?
Technician per site
Hey, am using version 9035 and still have an issue: I want the Technician to view ONLY tickets from that associated site. for my case the site technician is able to view all request from other sites which i don't want, please help.
Company Bulletin Announcing new SDP
Might be a bit off topic, but we are launching SDP shortly and want to communicate to everyone in the company about the switch over and offer helpful hints etc. Has anyone created a bulletin or flyer etc to this effect? Or did everyone just throw the switch and change over? Thanks Jason
Where do I find scheduled reports?
We're using SDP 9103. We have some reports that get emailed weekly. Where do I configure the scheduling for these reports? I went to Reports > Scheduled Reports and the list is empty. I just assumed they would be in this section. Thanks.
Assets usability additions/changes
Hi there, I'm working quite intensive with the Assets and the Purchasing module. There are however some cavaets that make this not always as easy as it could be: Bulk changing fields of IT-assets/Non-IT assets/Asset Components - We cannot bulk change a lot of fields: Site, Purchase (acquisition) Date, Expiry date, warranty expiry date, Location, Product, Asset is currently in..., Vendor Name, etc... Most of the time a lot of fields get automatically filled in through the purchasing module, but every
Remove Administrator as Technician, but still able to log on to make configuration changes?
I have 2 technician licenses and 2 technicians which i would like to give them their own username to logon without administrator rights, then there is me as an administrator who would use the administrator logon for configuration changes. Is it possible to delete the administrator account from the technicians list but still logon on as administrator, ive searched here and found that you can remove the administrator from the technician list, which is great but in doing this, would i still be able
New Starter Request Form
hi we are new to SD+ and have been using a word template for our new user request forms, we send these when there is a new starter, and then use it as our checklist and completing setting up the new starter with hardware/ software and access to systems. ive tried creating a new template in SD+ and started to add the new fields, but the form is 2 pages long in word and was starting to look a little long, so i tried to copy and paste the tables from the word document into the description box, this
REPORTING_TO via custom menu
Hello. Is there any possibility to add position to custom menu like "Send Approval to Manager" (click -> send approval to REPORTING_TO)
Local authentication not working after enabling AD authentication
Hi, We have been successfully using SD Plus for several months with local authentication, and now we have everything ready to switch to AD authentication. The requesters are populated from AD, however we want technicians to use local authentication. The problem is - when we enable AD authentication the requesters can successfully login, but when technicians try to login with their local accounts - they cannot do it. I have checked the setting "Allow local authentication" in ServiceDesk Plus General
Template Categories - First Screen
Hi there, I'd really appreciate any help with this... When a user logs into ServiceDesk, the first screen I would like them to see is the 'Template Categories' screen as it simple to select a template to use. (I've attached an image of the screen). Does anyone know how I can make this happen? Thank you for your help. Dan.
Unable to connect to web client
Hi, I am in a tangle with Service desk Plus. I have previously uninstalled it and reinstalled it, but now using MS SQL. When I have run the run.bat it said that port 8080 was occupied (maybe from the previous install) It asked if I wanted to change it, and I put port 8081. I still cannot access the web client. I do not know what else to do Thanks in advanced
Technicians from one site can see cases from all sites
Hi, We've just added a second site to our ServiceDesk Plus and assigned a new technician just to see cases from that site. Even after applying those changes, if the technician select "Pending requests" he is able to see the cases from all sites. Can you please advise if this is a bug or we are missing something? thanks in advance, Sergio
Created by field
Hi I was thinking about my reporting, and tickets for Created by technician..at present I have a report that goes on created date for last week, and filter is on Technician. However, this is only for jobs where the technican keeps the job - if they assign the request to someone else, that metric never gets captured. How do i report on the technician that created the job - can we have a field called Created By, which will auto insert the technician's name who creates the request?
Database table with ServiceDesk version & build info
I'm looking to query the database directly for the Version and build number of ServiceDesk Plus. I'm looking for the same information found on the About>Help page.
Enable replying on Technician notifications, to update the existing ticket with the reply
Good day, Currently only replies from notifications sent to sequesters updates the existing request with the reply. Please enable replies from technician notifications to also update the request with the reply. Kind regards Renier
ROBO Tech
Hi All, I am just starting to configure robo tech. I have a few questions. We require technicians to enter time on every request. How can I configure time for robo tech in the template. Also I would like to know is there any way for my end users to reset there passwords all on there own with out any technician intervention. Thanks in advance for your help. Troy Bifulco
Custom Notification
Scenario: I have a new employee template. We use the same template regardless of domestic or foreign site. Upon submission by Plant Manager or technician from a remote site, I would like a notification (email, alert, etc) sent to a group in HR. I also, based on feedback (employee #) from HR, would like to send a notification (email, alert, etc) to Finance so the new employee can be added to the cost center groups. (this is information provided by the HR representative. Meanwhile, I have a number
Conversations for all open tickets.
I have this report which shows me the conversations for tickets within a time frame. What modification would I need to do in order to get the report for all open tickets? Thanks. SELECT workorder.WORKORDERID "Request ID" , workorder.TITLE "SUBJECT" , longtodate(conversation.CREATEDTIME) "Conversation TIME" , conversation.TITLE "Reply SUBJECT" , conversationdescription.DESCRIPTION "Reply" , aaauser.FIRST_NAME "Replied requester" FROM conversation LEFT JOIN workorder ON (conversation.WORKORDERID
Emails not being sent, and other strange email issues
My question is if the update to Build 9105 could have somehow changed some settings on how emails work? I applied Build 9105 last Friday at the end of the day. Everything seemed to be working fine after I brought the system back up, and closed out my last ticket. This morning, I should have received an email notifying me of a ticket I have set to be automatically created each Monday. I didn't get that email, but didn't think much about it. Then when I attempted to reply to a ticket (clicking
License File invalid
I am trying to apply a temporary license file and I keep getting the message "The license file specified is invalid" ERROR CODE : 488 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com WebSite : http://www.manageengine.com The license files is for a temporary key.
Translate "on duty" "comp off" and set clearance day
Hi, How can I translate "on duty" and "comp off" from scheduler? And, i can't find the clearence day on scheduler. SDP 9.1 MSSQL
Add Approvals and Tasks to Printing
Can you add the option to print approvals and tasks on requests and changes, please? The worklog does not record the approvers response, just that he or she responded. On tasks, the worklog records that the tasks are added, but not when they're completed. Right now, I have to add a separate screen shots of the to get the complete information. This is true for both my current and pending version. Version 9.0 Build 9046 in production Version 9.1 Build 9103 in test
Autoassign asset to incident by custom field
Hello. First of all i want to say, english not my native language, so don't blame me for that, please. :) I've got uniq ID on every workstation and all this workstations was added to assets in "servicedesk plus" with additional custom field labeled "ID". Is there any opton to make custom field in incident template wich one will be linked with the field in asset? So, during incident creation, i can fill this field with workstation ID and it will automatically attach asset with the same ID to the incident.
Additional Hard Drive Info?
I have a requirement to add a tracking ID and physical location (single-line text field) to each of our hard drives. The tracking ID is generated by another system and must (somehow) be associated with a specific hard drive. We are currently running weekly Domain scans which return basic information on the workstations, including (some) hard drive info. Is there a way to add this information to each hard drive in SDP? It's important that the tracking ID and physical location be associated with
Asset Scan Exclusion
Is there a way to exclude assets with a certain status from scheduled scan? For example, I have a number of assets in inventory that have a status of "In Store" because they are still in a box and therefor will not be accessible for scanning yet they showup on the failed to scan list. Any ideas?
Adding more logic to incoming email processing
Would it be possible to add the following logic to SDP when it receives incoming email? When fetching email for an open ticket, if the email is from a technician watching the group the ticket is in and technician is not the requestor, process the email as a technician's reply to the ticket and notify the requestor. Else process the email as designed (as a requestor's reply). The majority of our technicians are not at their computers most of the day so having the ability to reply to a ticket via
Subject with two words and "and" operator in Business Rule
I'm new to ServiceDesk - so answer may be simple - sorry if it is. I'm defining rule in Business Rules based on two words in the email subject. Both of tchem needs to be met together, so operator 'and' seems to be right choice. Business Rule instead of 'and' puts 'or' operator - even if I add words separately. For example - I need to distinguish high and low importance incidents. I thought that simplest way is to send an email with "category" and "importance" in the subject of email - Subject: "problem
Licensing Question
I recently got one of those free licenses from https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree for 100 techs and It says expires next year my question is will I need a new file next year or will it still work and never expire like the free versions available in the installer?
Approval email notifications
Can someone tell me if there is a way that when someone is requesting hardware or something that costs money, that the email to the approver would have more information? I.e. Item and cost? Or is there a way to use the purchase module so that the approval goes to the manager with all that information? If you look at the approval emails, they are rather limited. Then when you click the link, there is not much information there for the person approving to know. For example, is the phone request
Critical : Error while invoking backup
Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: There is not enough space on the disk at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at java.util.zip.DeflaterOutputStream.deflate(Unknown Source) at java.util.zip.DeflaterOutputStream.write(Unknown
How to Use "User Groups" - where is this useful?
I have created two types of Users in the "User Groups" area under ADMIN of ServiceDesk. I don't see anywhere within Service Desk that I can use the groups I have created I am a newbie so I apologize if I am overlooking something obvious.
Issue with resetting request ID to start at 200000
Trying to reset request ID's to start at 200,000 I used the following query: insert into workorder(workorderid,requesterid,createdtime,respondedtime,duebytime,completedtime,timespentonreq,isparent,is_catalog_template,fr_duetime, haschange,hascausedbychange,hasproblem,surveystatus,hasdraft,resolvedtime) values (200000,1,0,0,0,0,0,true,false,0,false,false,false,0,false,0); Return code: Msg 128, Level 15, State 1, Line 1 The name "true" is not permitted in this context. Valid expressions are constants,
Get Request List by Requester from API
I accidentally posted this topic in the SDP-MSP forum, but I think I meant to post it here. Here is what I'm trying to accomplish: When there is a problem with our software, users will send an e-mail to an e-mail address that we have set up. That e-mail creates a new request/ticket in ServiceDesk Plus. When the user/requester logs in to our third-party student/faculty portal, they will have a section titled "Open Tickets". This is where I want to display only the ServiceDesk tickets associated with
some files missing after update
Hi after I updated my software to 9103, I got error on some links, like: incident-additional fields, extra actions, request custom menu here's what is shown (for incident-additional fields) :
Query for Requests including notes for a few specified departments
Hi Im looking to manipulate the below query to allow us to run a report that will show tickets w/ notes belonging to technicians of specified groups. SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',ti.FIRST_NAME 'Technician',qd.QUEUENAME 'Group',rtdef.NAME 'Request Type',std.STATUSNAME 'Request Status',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',ns.notestext'Notes',DATE_FORMAT(FROM_UNIXTIME(ns.NOTESDATE/1000),'%d-%m-%Y %k:%i') 'Last
Report on requests from last month by Priority in procent
How can I create a report from all requests created last month and see percentage closed within priorities SLA's divided in day, week and month?
Error on business rules
I wanted to consult you can no longer work due to no rule of business, everywhere is configured as follows.
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