Business Rule - Remove Technician
We have a variety of request types that do not take specific contextual knowledge to complete. For these types of requests I would like to have the technician automatically removed if a requester reply reopens the request. Is there any form of business rule or technician auto-assign that will remove rather than assign a technician?
error log gets very large - ad import
Hi, I've been experiencing this error where the error log gets very large and dumped with repeated errors relating to AD import, which is scheduled daily. I've attached a serverout log
Is it possible insert .pdf file in description of request?
Hello everybody. Is it possible insert .pdf file in description of request? Allowed file types is gif, jpg, bmp, png. How to add pdf to supported formats?
Edit Closed Purchase Order
There should be a way to edit closed Purchase Order (At least some of the UDF's) - I use some of the UDF for categorization and need to fix it up later occasionally. Another issue is I have accidentally closed Purchase Orders and need to reopen them to finish putting in invoices and payments.
Tech Auto-Assign - Skip
Can we have an option to skip a tech from the auto-assign when they are not available? We have 5 tech's and if someone is off or working a half day I have to go in and manfully edit the auto-assign settings each time. I don't want to use the backup-tech option because this if we are down 1 tech and I send one of the remaining 4 as the backup tech then that person is now getting double the amount of tickets then the other 3 techs. Thank you Marcus IT Support Manager
End User approval of change ticket
I want for an end user to be able to approve a change ticket that is in the 'Reviewed' stage. What I have so far: I have changed the 'Reviewer' role so that any user can be selected as the reviewer of the change ticket. Created a test ticket and put in the 'Reviewed' stage. End user gets notification email stating a ticket is awaiting their review. There is no indication in their web portal that there is a ticket 'Awaiting Approval'. When the 'non login' link is clicked the user gets the error
Python - API
Hi, In SDP 9102 there's a pyhton language using HTTp for rquest example. But the example is about CI relationships. Can I use this same example to add request?? If yes, i know that i need to change the TECHNICIAN_KEY and URL to http://localhost:8080/sdpapi/request/. Anything else to change? SDP 9.1 BUILD 9102 MSSQL
Dashboard: Request by Group
In the Dashboard I would like to be able to view the number of request by group. Right now I have a group for IT Support - General(Level 1 guys) IT Support - Network IT Support - Server IT Support - Application Dev If we could view # of request by group then I could have a better Idea on how many tickets are in each groups queue.
please
i need outlook webmail username and passworl
Auto create tasks under on creation of request
I want to create tasks under request with the specific words in it, for example, i want to re-install system, if re-install is available in the request subject it should create tasks such as install windows, install drivers, install applications etc.
Update failing
Updating from 9040 -> 9048, I encounter the following error: I can verify that the ManageEngine ServiceDeskPlus service is halted.. What else do I need to do? FYI: The server also runs OpManager. Thanks
Assign asset to based on custom AD attribute?
Hi all, Is it possible automatically to assign a computer asset to a user based on a custom AD attribute? for example if we create a custom attribute called Owner in AD. could we use that to auto assign in SDP? Ronnie
Ticket Auto-Assigning to Group
Hello, Is there a way to have tickets, that come in through e-mail, auto-assign to specific groups. We were not sure if we could set up e-mail aliases for the account that our requesters send to and have the tickets filter to the appropriate groups based off the alias name. We have expanded recently as a company and they would like to utilize ServiceDesk + within different departments to track and resolve issues. Any assistance would be greatly appreciated. Thank you, Jesse
Loading stop at "Application layer started"
I tried to run program, but it stop at "application layer started". Result of an applications(run.bat, changedbserver.bat) launch you can see on the attachment screenshots. Please help.
Edit default open case email answer
Hi! I was reading some guides but i can't find how to change the default template for email notification of open case... "Dear XXXX, This is an acknowledgement mail for your request. Your request has been created with id 19. The title of the request is : test. The status of the request can be tracked at http://127.0.0.1//WorkOrder.do?woMode=viewWO&woID=19 . Please get back to us for any further clarifications. regards, Sys Admin team. " Because we are in a spanish speaking country, i would like to
Difference between SLA of Service Catalog & SLA of Incident request ?
Dear SDP's support, Could u tell me, Difference between SLA in Service Catalog & SLA relate with Incident request ? And show me some examples, please. And How to link SLA in Service Catalog with Request service. Regrads. Tony - Vietconnect
Requests. Advanced search by TEMPLATE
Hi, Is it possible to perform an advanced search of requests by TEMPLATE? I cannot find the field in the combo for the filters. The version is 9.0 Build 9033 Thank you in advance for your time. :-)
Error while Backup Scheduling.
Hi we have an error while backup sheduling java.lang.Exception: Unable to get the data from [ARC_ServiceReq_5401] table
request custom menu
please in my sdp appear the button request custom menu please what is the funtion of this button
Running Two Servcie Desk Pluse on same domain will affect SSO fuctionality.
Hey Team, The Netlog and NTML v2 support's for two Service Desk Plus running on same domain & AD. The Primary SDP system SSO fails after setting up another. I checked the Kbase #100009 regards how it works and finds the error in logs/sso log files. Can you please help me on this.
Merge is stop working
Hello When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup. We were some problems. Merge is stop working
Multiple sort columns in Request window
Is it possible to sort the Requests window by more than one column? The attached screen shot shows that I have 4 Priority 3 jobs. 3 are service requests and 1 is an Incident. I'd like all the Pri 3 Service Requests to be grouped together. - Steve
Announcement pop up
When we have an announcement like a site wide outage no one seems to see the announcement its too low on the page. It would save us tons of time to have a pop up that a user must click ok. If you could make this option turn on and off. some announcements are not required to be pop up but some are.
View/login as
Can we have a facility to login/view as a specific user so that we are able to confirm what they have access to and can see?
Fresh Install - Program won't launch
Just installed SDP today and the install went fine but it won't open up. It brings up the Splash Screen with a blue bar that goes across the bottom. The bar stops about 80-90% of the way across and just sits there. I tried rebooting the server and got the same results. Is there something I can check to see what the problem is?
ServiceDesk Plus 9105 Released
Dear Users, SDP 9105 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9105 SD-60530 : Licensing error when more number of users login at the same time 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
Business Rules Issue - Only the first rules seem to be working?
Hi, I am setting up a clean version of SDP. In entering my business rules I have 2 main areas which are setting the Group and setting the Priority. My list of business rules show as 8 rules for setting the Groups followed by my first rule for setting the Priority. The problem I am experiencing is that the groups are set ok, but the Priority is never set. It is as if the last rule is not being run through the rules engine. If I swap the business rules around to do the Priority first, then the Priority
Mixed authentication problem
I have been using SDP for years now with Active Directory authentication and have had very few problems. However, today I had a need to add two non-domain users into the Requesters section. I added them, but I am unable to login as them. Does SDP support a mixed authentication setup where I can login as either a domain or local user, or do I have to do one or the other?
final LINUX instalation SOP
Is there a full detailed SOP to instal SDP on a LINUX server ?!?!? I've been trying so far without success, there's always something missing..... I really appreciate if someone could assist.... many thanks
Progress of feature in roadmap
I can see the ability to delegate an approval to another technician has been logged under SDF-41390,SDF-46108. Can you let me know any progress with this please, or please let me know where I can find progress on features? Thanks
microsoft project
how can i integrate Microsoft project with SDP or import these projects into SDP
SLA Resolutions times
Hi I am implementing an SLA that must be resolved within 12 hrs, irrespective of Operational Hours, which are 07:00 - 19:00 Mon - Fri. Saturdays and Sundays are not considered Operational Days. It appears that even though this is configured to be irrespective of Operational Hours the clock does not tick on a Saturday or Sunday, therefore, if a call raised at 18:30 on a Friday is subject to that SLA, the DueBy Date is not until 06:30 on the Monday, using 6 hrs from the Friday and 6 hrs from the Monday.
Additional/Custom fields - multi-select
Could we have a field type where you can multi-select, either with tick boxes or select multiple options in a drop-down? It saves having to create multiple fields when all the information could be contained in the same field, but you needs to select more than one value.
ServiceDesk Plus 9104 Released
Dear Users, SDP 9104 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9104 SD-60454 : Issue in integrating Desktop Central and ServiceDesk Plus when Desktop Central is running in secure mode (HTTPS). SD-60499 : Issue occurs in certain requests created via email, such as loss of hyperlink and loss of formatted text, which makes the description difficult to read. Please refer to the below link for the
Create Task based on Selected Category/Sub-Category/Items
Let me know if there is already an existing feature because we need to have this kind of feature. so instead of creating multiple incident template with set of task. it would be great if the task will vary depend on the category you have selected.
Automatic Status Change after responding to customer or customer has responded
Hello.... currently, the status is not changed automatically after we respond to customer, or the customer respond to us. We would like the status updated to 'Customer Working' (timer stop) when we have responded, and 'Work in progress' (timer continues) if the customer has responded. Is there any plan to implement this feature, since I think most of the help-desk software has the capabilities to do such thing?
Question on user password
Currently, ServiceDesk Plus is not possible to force local users to periodically change your password. This will be fixed in an update of the tool? Thanks you.
Asset scan - Solaris script
The xlm file from Solaris generate by HP-UX script doesn't work. Is there any solution for this? SDP 9.0 MSSQL
Requester can't log into mobile app
This past weekend I updated our SDP server to build 9100. One of the big changes that I was hoping to leverage is the ability for Requesters to log into the mobile app. I've set up my test user with an API key, but when I try to log in from the IOS app (v3.2) I get the following message: "Error: Requesters are not allowed to use mobile application" Is there a bit I need to flip to allow this other than generating the user's API key?
Error: "cannot be assigned to the selected technician as the technician is not associated to the site."
Hi, We are suddenly getting this intermittent error: Failure. Request ID(s) 1234 cannot be assigned to the selected technician as the technician is not associated to the site. This happens sometimes on the same site with the same technician and the next day it is okay again. Technicians currently have the same rights on all our supported sites: Not associated to any site and as I said the issue is intermitant. We have no operating hours plugged in and all sites have the same settings. Please advise
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