Dynamic columns
The columns in most of the summary views need to be dynamic for resizing and reordering fields. Often times, critical information is simply cut off and you can't read it without drilling into an item for further detail. Jeremy H. Danville, CA
Change Management: Standard Change Request workflow
Hi all, We're implementing Change Management and, as you know, there is some debate about whether a standard change request should spend its live-cycle as a service request or be converted to a change request. There are arguments on both sides, and I understand the matter to be subjective. We would like to use SDP to track our standard change requests. We've defined our normal change request, leaving it primarily as it is by default. However, what can people recommend for the Std Change Request.
Attribute
Tell me , is it possible to add a third-party account attributes , besides those already mentioned? Imort configured through LDAP. For example I would like to take the value attribute thumbnailPhoto and get photos of the author requests
IE 8
Hi, When you register a query in the browser Internet Explorer 8 instead of a single query is logged in the system of two identical right. The Service Desk Plus displays an informational message "for IE 6 and IE 7 is not fully supported. Some features may not work properly." If you are using a browser version 11 or other browsers such duplication does not occur. Question - why the system issues a message when you use IE 8, and why there is duplication of requests? Compatibility Mode is disabled.
ServiceDesk Plus 9102 Released
Dear Users, SDP 9102 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9102 SD-60318 : Request reply/forward notification window sends an email even when the Cancel button is clicked. SD-60229 : Duplicate requests are created in IE8, after clicking (single click) the save button. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
API Test Page not working
Hi @all, I found this documentation https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html but the webpage to test the API ( http://<server>:<port>/ html/APICall.html) does not working/exist. Does anybody know whether this documentation concerns to the actual SDP release??? If so is there something special to configure to get this working? Thanks in advance Christoph
Set task owner on request create
Hello. Is there any possibility (custom script?) to set task owner in request when I have to set specific task owner to specific user group. For exmaple: Requester group: ERT Task name: Verification if requester group = ERT -> Set task owner (task name = "Verification") = AAA group if requester group = ADF -> Set task owner (task name = "Verification") = CCC group How Can I do it?
transfer only tickets to new server
Hi, could you help, we wont transfer only all tickets without configuration current program to new server. Is there any method to do that. We try transfer data with help backup file, but result this procedure was copy all configuration to new server. Good result for us will be transfer only information about tickets in read only mode like archive and nothing about configuration previos server. Curennt version SD 9045 with MS SQL 2008R2 server. Thanks for reply.
automatic e-mail fill parameters
Hey guys, is there any possibilty to name some variables / parametres that fill in details like names etc automaticlly. especially for service requests relating to a new employee. For example you edit the request for a new employee joining the company soon and add all the stuff he /she needs - hardware software etc. This Details should be and will be send to a technician / approver and so on. the best way would be that there will be a mail to an extern who sets up the hardware and in this mail this
Ticket number missing in All Requests
I'm looking for Ticket # 2244 in All Requests (sorted sequentially) and I can see 2243 and 2245, 2246, etc, where is 2244? Is there a database of all ticket #'s created and their status? Will it tell me if it was deleted, merged, etc?
Change Stage
I wanna add new "Change Stage". İs this possible at next releases?
Task Assigning
We have a template setup for New User setup requests that consists of about 8 tasks that need to be completed. A feature that would be nice would be the ability to assign tasks to the owner of the request. This would save us from having to go in and set tasks to that owner manually. So basically I would like to see an option under Owner to be something like $requestowner$ as well as a list of all the technicians.
Requesters sees a diferent fields order made on Incident Template
Hello all, Im facing a problem and I would like to anyone may help me... I have created many templates and ordered the fields grupping them by meaning... BUT all requesters sees a different field orders. As the example attached, field "Telefono" was build in Templates to be under Requester Details, and when we login with a Request user, we see the field "Telefono" under the Incident Description... Has anyone faced this problem already? Anyone knows how to solve? Thanks in advance, Camila F.
Add cost to asset's cost from add work log in requests
Hi Dears is there any way to add automatically cost of technicians works on the asset from the work log of the request to asset cost? I want to add total charge of request on repair of the asset on the cost of the asset. how i can do it? Best Regards
Error on site
Hello, I found error in page http://beta.servicedeskplus.com/html/adminguide/api/request-operations.html#Requests On Page <operation name="GET_REQUEST"> must <operation name="GET_REQUESTS">
Resource Info
I wanna customize resource info.For example; I have dropdownlist and textbox. I wanna this if first option selected textbox has to visible else textbox has to invisible
Upgrading Problem
Hi; My version 9.0. build 9048 and i'm trying upgrade to v.9.1.I downloaded this option( https://www.manageengine.com/products/service-desk/service-packs.html ). But i saw " patch can be applied only over 9100 build. incompatible service pack ". What should i do?
Why we are currently not upgrading to the PRO version of ServiceDesk Plus
Hi guys, Thought I'd share some feedback as to why we are looking at putting in Spiceworks for Asset Management rather than upgrading to ManageEngine Professional. Basically it comes down to administrative overhead associated with your price structure. For example, lets say we currently have 500 nodes on our network and we purchase a 500 node license, by nodes I mean servers, switches/routers/etc, workstations, laptops, VoIP phones (??), and printer/scanners. Under the current licensing this would
ServiceDesk App
Morning All. I'm having a little trouble logging in to the ServiceDesk app on an iPhone? All I keep getting is the Request has timed out when it comes to me logging in. Just wondering if anyone else has had this problem, and if so, how did you overcome it? Also has anyone had any success in using the app at all? Reading the reviews on the app store, it's all a bit hit and miss by the looks of it.
Sending SMTP problems
Hello all We have moved to google apps and we receive email perfectly fine, but when we try and send email we just get an error, failed to send. We change the port to 587 and also use authentication, but we just get the error on sending any email. Any ideas?
Put Request on hold status via email
Hi All. I have a problem. I can not change status request vie email command to status on hold. Status Closed, Open etc. work fine, but when send mail like this @@OPERATION=EditRequest@@ @@RequestId=5@@ @@RESOLUTION = Test res@@ @@STATUS = On hold@@ SDP 9.1 Build 9100 create new request insted update Request number 5.
Sample Costume Menu
Hi, I am intrigue by this functionality costum menu. I want to learn how it works and can you please give me a sample of working costume menu. and what type of additional menu I can add.
ServiceDesk Plus 9042 Released
Dear Users, ServiceDesk Plus 9042 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9042 SD-56514,SD-57537 : Approvers configured in the service templates are removed automatically. SD-58426 : Able to configure a service request approval stages in a template without any approver. SD-58425 : Clear button not working properly in the stage approval addition popup of the
Capturing information from Service Request to task and Changing SLA via Business Rule
Hi, I would like to ask two following questions: 1. how to capture the content on Service Request description and transferred it to the task description attached to it. What I need from here is to get the information entered on the description to be immediately transferred to the task, so that the technicians can see it immediately via notifications on email once it's created. 2. how to change the SLA of Service Request by using business rules. Basically I want our VIP users to have immediate high
Incident escalation
Is there a way for an ServiceDesk operator to escalate a call manually. e.g. if a 1st level support operator cannot resolve a problem then can escalate the call to the 2nd level support group.
Lucene search
Are following limitations configurable? We absolutely need more than 500 or 2500 hits, or at least the most recent hits and not the oldest. This is an extract from the Adminguide SD+ Points to Remember: 1. Special characters cannot be searched 2. Request(s) whose description exceeds/or is equal to 64k cannot be searched 3. Search performed by Technicians with SDAdmin role will fetch 500 results 4. Search performed by Technicians with roles other than SDAdmin role will fetch 2500 results Best
Buid 9101 Pack
I'm trying to package apply however I am getting these Message: They could help me ?
Retrieving project and task information
I need to retrieve projects, their tasks and task due and completion dates. The REST API seems to cover only Requests. Is there a way to retrieve this project and task information?
User not Showing in Department
A user has recently changed department, when I have changed their department in the service desk their tickets are not visible for the rest of the department. I have ensured that both the department and site are correct and match users in the same department.
Requests duplication in 9101
After update to version 9101 we got requests duplication if it created in WinXP + IE8. :( Any request is inserted in table twice, with different id's. In Win7+IE and WinXP+FF all OK. Can anybody help ?
seeing this message in error log
Hi, when i run this query i see a lot of this in the log. SELECT * FROM errorlog WHERE Type='Error' Violation of PRIMARY KEY constraint 'Arc_ChargesTable_PK'. Cannot insert duplicate key in object 'dbo.Arc_ChargesTable'. and also this message Though the email parser is enabled and email subject contains parser string, login is not enabled for the email requester Please advise Kind regards Tim Verduyn
ChangeDBserver not working
I have the following issue. We would like to migrate our current SD+ server (with MySQL) to a new Windows Server 2012 R2 with MS SQL Server 2012. We have installed and configured the Windows 2012 server, installed SD+ on it working via MySQL. After that I tried to setup the MSSQL database via changedbserver.bat Connection to SQL server established but when I click on SAVE nothing happens.... Any idea?
Need SQL Query Report
Hi Dears In SQL I need a report from Archive request and usual request together that is between 21.03.2014 and 21.03.2015 and need to filter with some groups of my technicians and subcategory and need these fields : requester subject request id time spent category subcategory group department created time resolved time status how i can do this filters for the query? Thanx
Delay sending notice of the appointment specialist of request
When assigning specialist of request, formation and sending notice of the appointment is delayed up to one hour. Requests less than 10, registered specialists - 20 people. The rest of the notification, such as the closure of the request, deliverability quickly. We are using our own specialist roles. The cause and solution to the problem? Sincerely. Igor Stepanenko.
How do I delete a software manufacturer
I am trying to clean up our database a little and we have some software that is no longer in use. I can see how to create a software manufacturer, but not how to delete one. It is not the same database as the vendor list under assets. Thank you
Solution editor formatting does not remain once solution is published
I try to spend a lot of time making solutions very easily digestible for end users, and include screenshots whenever possible. Since the editor was upgraded a few builds back (currently on 9100), I've noticed that the formatting is ignored when it's displayed in it's "published" form. Consider the following: In the Editor: Once published: Also I've noticed that we used to be able to resize screenshots that had been pasted inline where that cannot be done anymore. These are HUGE steps backward
Error when processing mail stopped mail fetching
Hi Folks, Manage Engine build is #9045 We experiencing a problem today when an email was being pulled in by manage engine servicedesk plus it had an error while processing mail, this caused the whole mail_fetching service to stop. Firstly can I get someone to check how this would have happened and secondly is there a way to set up automatic emails when this happens to it can be manually restarted immediately Thanks, Cahal
Removal of the technical specialist
I have a problem. Our technical specialist is fired, so we blocked him in AD and removed from GIU in Servicedesk. He is not presented in the list of the specialists in servicedesk too, but tasks still assign to him. Where is the location or file, from whitch i should delete him? Thanks for the quick answer.
Business Rule Criteria
How can I trigger a business rule only if Technician is Unassigned?
Difference between SDUser and aaauser tables
Hi, I am new to Service Desk Plus. I want to difference between SDUser and AAAUser table. Thank You, Manoj
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