Ticket aging report
Currently service desk is set up to send a daily ticket aging report to a specified email. The problem we have is the email is of an employee who left and that employee is the one who set it up as well. Where is this setting so I can replace his email.
Can Requester change priority, or initiate escalation process
I'm looking for a way for a requester to escalate either the priority of a case. It would be nice if the requester could just go into their ticket and change the priority with the technician then being notified. If that functionality doesn't exist is there some way I could use a business rule to mimic this? so the user would respond to an incident/request with a phrase to trigger the priority change? Has anyone run into this before?
Replied using Android app: First response is violated
Hi there, as the subject says. SDP version 9.0 Build 9041 Request created at Jun 11, 2015 08:41 AM technician (me) replied using android app at Jun 11, 2015 08:49 AM according to the request detail: but the status reported as first response violated: I believe the SDP app for Android is due for an update.
Ticket list flickers when moving the mouse over it
Hi guys, Just upgraded from 9004 to 9046 today, I note that now when I move the mouse down/up the list of tickets that the list flickers for all tickets below the current row. Seems to be that when the cursor moves over the 1 pixel line between the rows and the yellow highlight is removed the row height expands (downwards), when the cursor moves over a row the row height contracts (shrinking upwards in height), hence why all rows below the current row flicker. Thanks!
Technicians Request view corrupted
After changing 250+ requests using the advanced search feature, a technician's view on the request tab has become corrupted. It's only affected the one technician and I don't want to restore the DB as all the others are unaffected. All requests, Actions, Settings on the header will not function. Please advise - how to reset the individual technicians views (even to a default set of views).
Mandatory fields for tasks
Hi -- We are just piloting using associated tasks in one of our regions. I have written documentation on what needs to be completed, but already this is not happening, so is just another area that needs to be policed. Is there anything in the pipeline to mark Task fields as mandatory - as this would be very helpful! Thanks Lynne
Technicians views
How do I reset a technician's views
change " true " and " false " to others words
Can i change the results " true " and " false " on reports to others words like "yes" or "no"? Thanks
no subcategories listed when creating custom views
When trying to create a new Custom View, our list of Sub-Categories is not listed in the Filter field. We can see our complete list of Categories and Items when creating a filter. Build 9041
Change Owner restricted from viewing Requests
Good morning, We are currently using SDP 9039 for helpdesk, and we are looking into adding Change Management. What I would like to know is if it is possible to have a technician be the Change Owner in CM, but have no rights to view requests in the helpdesk side? If I create the technician without allowing login access, are they able to play the role of ChangeOwner, or do I need to create a custom role to keep them from seeing Requests? Diana
SD+ Creating requests for Technicians
Hello, We are in the midst of evaluating SD+ and so far it is looking good. Apologies if this topic has come up before - I did spend some time searching the forums, but was unable to find anything related. I suspect that either I am unaware of the exact functionality, or misunderstand the workflow/process, however: once a requester has been converted to a technician, I notice that I am then no longer able to create a request and choose the technician as the requester. Is it possible to do this? Many
ServiceDesk Update Without Backup?
Hi there, Is there anyway to skip the backup process of a service pack installation? In our environment it takes nearly two hours, and since we are running the server in VMWare, we can just snapshot the entire server and roll back in case there's an issue. Thanks
Delegate approvals to Backup Technician
If I setup Technician B as a backup technician for Technician A in the Scheduler, will approvals sent to Technician A be automatically sent to Techncian B?
requester does not exist
hi I have imported many users from active directory in service desk manage engine. now a few of users can log in on this portal but in the case of sending request a message appears saying that "requester does not exist". so I want you help me solve this problem, please. Thanks
Submet for Approval.
Hi People, Could someone help me. When we submit incident approval popup does not close automatically and gives no error information. After I receive the email with links to approve and get this error below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:431)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Additional Fields Service Catalog and Incident
Hello. I want to set up some busines rules, but i can't use Service Catalog Additional Fields. I don't see it. Can I move Service Catalog Templates to Incident Templates?
Problem from attachment in request
Hello. Have some problem with attachemt name like 'filename ..jpg' Two dots before extension. Filename saved to disk in subdir with request id (9988). Link in request for open show http://servername:8080/servlet/HdFileDownloadServlet?module=Request&ID=9988&KEY=61F1F41E-1307-4BDA-B980-77A60B42335B&delete=false But if i try download file get error "T he File was not found."
wrong encoding in FULL_DESCRIPTION.html
Hello, We use MSSQL with utf-8 encode, all work fine. Language "Russian". But if email is to long SD generate html attachment HTML with: <meta http-equiv="Content-Type" content="text/html; charset=windows-1251"> but all russian text in UTF-8. It i change charset in html file all show fine. How sold this problem?
Advanced filtering rules order
I created custom report on requests with advanced filtering defined (see Correct report filter.png). After saving this report and re-opening it filter rules order changes (see Filter configuration after report saving.png) thus my report shows incorrect data.
Fullbackup issues for ManageEngine ServiceDesk Plus Build9040
Dear, Im running full backup thorugh C:\ManageEngine\ServiceDesk\bin\backUpData.bat with command prompt (Administrator Priviledges), during the full backup the following files are beeing saved in this folders: Approximately every file is 1GB size, and every zip FileAttachements.zip is saved in C:\ManageEngine\ServiceDesk\ directory, this are the files: Change, Change_BACKOUTPLAN, Change_CHECKLIST, Change_IMPACTDESC, Change_REVIEW, Change_ROLLOUTPLAN, Contract, Conversation: FileAttachements1.zip
InstallAgent Script and GPO
Hi all, Im trying to deploy the windows agent for invetory via GPO. I go trough the Howto: Deploying agents through Active Directory but it won't work. Nothing hapens by booting the clients. If i go to the location of the script \\domain\sysvol\policies\{8GFH....}\Machine\Scripts\Startup\InstallAgnet.vbs und run this script by hand i gett this error: File Name is not provided. Any Idea why this happens? and how i can fix it? Thanks all! PS Im running Version 9.0 Build 9000 I create a test OU and
Mail Server Settings IMAPS
I'm getting an error when attempting to setup Mail Server Settings for IMAPs. When saving the settings I get FAILURE: E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Any ideas what the issue is. The IMAP server I'm connecting to is Exchange 2010 with a valid SSL certificate purchased from a CA Authority.
Adding columns while generating custom reports
Dear Support, I am using SD+ Ver 5.5.0, Build 5500, can you please let me know if there is a way I can add more columns in the Available columns list while generating Custom Reports Thanx Mahesh.
Multiple approvers for service requests - send to a department list
I am starting my initial configuration to test manageegine and have come across an issue where the approvals configuration do not match our enterprise approvals processes. For access to shared mailboxes, shared DFS locations etc, there are multiple people for each user who can provide the approval. I would like to be able to configure either multiple users in the ($DEPT_HEAD$) or 'Reports To' field, and then have this list of users be sent the approval email so that any of them can approve the request.
User Sends e-mail to ServiceDesk Inbox. A ticket is created
How does the User configure the e-mail to add the CC to the ticket. So the cc will get the e-mails that go back and from from Tech?
SLAs - resolved vs closed
Good afternoon, If a ticket is set to status Resolved by the technician, this will stop the timer for the SLA, correct? If the technician skips the Resolved status and sets the request directly to Closed, does that also stop the timer for the SLA? If the technician sets the request to Closed, and then the requester reopens the ticket, does the timer start again as if the call has been on hold, or does it count the time that the request was closed against the SLA? For example, if the SLA for resolution
When I run 'Report on Problems by Status', using the following advanced Filtering, the following error is returned'
When I run 'Report on Problems by Status', using the following advanced Filtering, the following error is returned' Invalid object name 'SolutionToWorkAround'.
Encoding problem in Assets
SDP 9043 After running ae_scan.vbs in asset properties in software i have ��� 2.0 instead of СЛК 2.0
Does SDP have a stand-alone "new request" desktop app?
I know DesktopCentral adds a function for the requester to raise a request from their icon tray. Does SDP? I want my requesters to be able to open a new request from an icon in their icon tray. If not, can this be done from a desktop shortcut or link? Furthmore, is it possible to embed a link that opens a specific request template (ex. from within some of our proprietary apps, I'd like a requester to have a link that says, "having a problem with this app?," and then have it open a template specific
Disable editing resolved incidents
Hi. How we can disable editing resolved incidents. thanks
Moving from Service Request to Change Request
Folks, This is partially an SDP question and partially an ITIL question. We have requests that have come in. Some are specific requests for change (bugs that need to be fixed). Others may be feature requests that need further research and analysis. I understand that in some models, larger requests become projects and in other scenarios smaller requests are analyzed as part of the change management process. My question is, does this happen before the change request process? 1. Is a service request
query reports
Hello, I need to know if there is a possibility to make reports based on tasks only on which on-site visit was required. I will need it to differentiate incidents which can be solved remotely and which can't. Any advice will be appreciated. thanks
Record Locking
Does version 9 contain a locking mechanism to prevent 2 technicians from editing the request at the same time? Thanks
Unable to set up email
Hi, We are unable to set up email within SD Plus, not matter what settings we try it fails to connect to Exchange 2010. Here are the steps we've tried: Set up a new user with a mailbox Logged into that mailbox and sent/received email from it Ensured POP3 & IMAP4 are enabled on the mailbox Tried using the DNS name and IP address of the Exchange serverNot matter what we try we are unable to send or receive email through SD Plus and have no idea why. Can anyone help?
Where has my topic gone?
It was waiting for Moderation?! https://forums.manageengine.com/topic/setting-up-email-configuration
Dashboard-style oversight of tickets for a site
Good morning, The site-managers (business managers) at any given site (or region) would like to have dashboard-style oversight of their sites. That is to say, these are business leaders who would like to have a dashboard to see how tickets for employees in their part of the business are being handled. (We know this can be done through reporting, but that is not what is being requested here.) 1. Is it possible to allow a request a dashboard view of the a specific site without consuming a technician
[SOLVED] Debian Linux systemd start at boot?
Anyone have a start on boot for systemd based Debian Linux? Having a hard time making the script on here work, so want to see if there is anything else available from someone. EDIT Think I may have solved it, but got this error when doing the update-rc.d commands.. anyone seen this before? # update-rc.d servicedesk defaults insserv: warning: script 'servicedesk' missing LSB tags and overrides To avoid issues in Debian with update-rc.d that results in LSB errors, just add the following to the init.d
'Greying out' pre-populated/default fields
Can pre-populated/default fields be greyed out to prevent technicians from editing the field? Thanks, Jenny
Date Format Change For Email Templates
I would like to change the date format for all email templates so that all date fields (Create Date, DueBy Date, etc) show the format MM/DD/YYYY and time to show HH:MM appended For example, I want all email templates using $Create Date to show 05/15/2014 22:05 Could someone send me the command lines for my DBA to change this format when using the email templates?
SDP On-demand CMDB limited?
Hi there, first of all: i've put up a post last week and i submitted it. No trace of that post to be found... not in "My Area", not on the forums itself. Although it clearly stated "your post is in moderation" (something along those lines) while i submitted it. It was submitted in the SDP forum in the General area. (i'm screenshotting this post on submit). The issue: I'm testing SDP On-Demand. First of all: I was flabbergasted by the fact that the on-demand version of SDP has a completely new interface,
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