Incident Additional Fields Business Rule Assign
Hello, I created two Incident - Additional Fields called Building and Support Type. The buildings pick list has High School and Middle School. The support types pick list has Custodial Support and IT Support. I created a Business Rule that says if the Building is High School and the Support Type is IT Support then Assign the ticket to "John Doe". For some reason I am unable to assign any tickets unless I create a Category and assign it that way. I would use Category if there was a way to assign a
Email Notification for close jobs does not work.
HI, Don't know if anyone can help, its a strange one. When I submit a request to helpdesk it replies with an automated response which is great. However when a job is closed it does not email back saying what the resolution is. I have the template created and it is save in the notification settings. I have checked filters etc and its not being blocked. There is also nothing in the logs I can see. Its obviously not the send settings as I get the auto response when a ticket is created. Any ideas. Thanks
iOS App - Login Failed
Can the iphone / ipad app be used in a servicedesk environment where we are using both AD authentication and the pass through authentication? We have the app installed and pointed at our servicedesk server, however when we try to login in using our AD username and password we get the error message that the login failed.
Service fails
After making changes suggested in ticket 7184017 and 7184110 I get the following error in the event log, please advise Log Name: System Source: Service Control Manager Date: 1/29/2015 11:50:03 AM Event ID: 7024 Task Category: None Level: Error Keywords: Classic User: N/A Computer: nysdp.milbank.local Description: The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. Event Xml: <Event
Escalation/Repeate Notification for Upicked Tickets
Hey guys, I'm still a little new at the SD stuff but does anyone know how to do escalation and or repeat notification with unpicked tickets? For example, I may set notification for 1 hour if a ticket is unpicked then send an email to people's A,B,C and D. I then want an email or sms to go out saying if after 3 hours its still unpicked or perhaps just escalate to person X. Whichever is possible. Any Ideas? I've surfed through it quite a bit but haven't been able to figure how to do this. Thanks for
HTTPS
I opened a ticket to redirect traffic over port 443. The Ticket # is 7184017, after executing steps 1 and 2 I try to connect from a browser I get a page cannot be displayed error.
SQL Migration
I opened a ticket for migrating my local database to SQL, the ticket # is 7184110. Currently our SQL servers are configured for Domain Authentication. I when I attempt to connect to the SQL server I get the message "connection failed" . I was sent a workaround which is outlined in the ticket, however it does not work, can someone please assist.
Technician removed from AD and re-imported no longer recieves notifications
We have setup service desk plus and had all of our technicians setup and all was well. One day we had to delete one of the technicians from active directory and then recreate them with a new user and email guid. We then re-imported the users to service desk plus which includes the newly created technician account. now that technician doesn't receive any notifications,.all the other technicians do receive email notifications except the one that was re-created. I have tried removing the technician
licensing allocation issues after upgrade to 9033
This seems to be specific to the unlicensed tab. Instead of the expected check box on the first row I am getting a series of numbers ie. 156749 and the installed on date is showing a 13 digit number ie. 1399953600000. unable to allocate licenses since there is no block to select and selecting allocate license returns "Please select workstation(s) to allocate software license. User License Key Installed On Site Location Software Usage Allocated License Version VIP User 25462 user1 1413345600000
Report on average time ticket open for
Hi, is there a way to produce a report that shows the time a ticket has been open for - IE the time between being logged and completed? I can do a report with time logged and then time completed in seperate columns, but i've got no idea on how to get the figure out of this when i'm looking at 1000s of tickets. thanks
No funciona el Analizador de correo electrónico ??
Buenas, tengo el Problema al querer Generar los Casos through Correo electrónico. puse Los Campos Entre@@y conmigo no completa los campos en forma automática, Solamente los Datos Quedan en El Cuerpo del Mensaje. Hay Algo Que No Haciendo estoy? desde ya muchas gracias saludos
Registry Issue
Hello, We are required to apply the following changes in the registry for the following item: Computer\HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\ServiceDesk The ImagePath setting requires the path C:\ManageEngine\ServiceDesk\bin\wrapper.exe - C:\ManageEngine\ServiceDesk\server\default\conf\wrapper.conf to the following "C:\ManageEngine\ServiceDesk\bin\wrapper.exe - C:\ManageEngine\ServiceDesk\server\default\conf\wrapper.conf". This is required to fix a path enumeration vulnerability.
backup error
Hello ,i have a some error when trying to backup SD 9033 java.lang.Exception: Unable to get the data from [ARC_ServiceReq_906] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1453) at thanks for help.
Webinar - Zoho Reports for ServiceDesk Plus
How To Create High Impact Reports In Minutes Without Writing Queries Register Now ServiceDesk Plus now integrates with Zoho Reports, a cloud-based, highly secure Business Intelligence platform. With the new integration, IT service desk managers can create powerful reports within minutes using a flexible drag-and-drop interface without having to write complex database queries.That way, key analytics and insights are available to IT managers
How to order "ticket status" states ?
Hello, I can't find how to order the ticket status list (On Hold, Closed, etc) It seems to not follow some sort of alphabetical order I have custom statuses that I want to display in a certain order in the list Any idea ? Regards, Thomas
Change User Defined Field's value for entire table
I have a User Defined field with legal values defined as a pick list. some of the values, defined in the form of AB-123-C-DEF-4567 have to be changed to AB-1234-C-DEF-5678 (Adding a digit in the second part of the value). Is there any supported method of changing all of the values in the asset database from the first value to the second value? I would rather not have to change each asset one at a time. We are running 'ManageEngine ServiceDesk Plus Build 9021.
ADDITIONAL FIELD WORK LOG
AS THE USER ADDITIONAL FIELDS, I NEED TO HAVE ADDITIONAL FIELDS FOR THE WORK LOG, IS THERE A WAY THAT I CAN DO THIS. THIS IS VERY CRITICAL FOR MY BUSINESS, I NEED MORE INFORMATION ON THE WORK LOG SCREEN.
Conversion of date/time format
Hi guys, i understand the datetime format as stored in the tables are in epoch format. any way to convert them to be displayed as normal date/time formats? I need to do that especially as i need to manipulate the date/time in my .net app
Content Variables
Is there a way to edit the content variables? Specifically the $RequestLink variable.
report for assets with no particular software
Hi Is there's a way to get a report of assets (pc's) the doesn't have a particular software on it? For example: All PC that doesn't have MS Office 2013 Thanks, Amichy E.
How to set user- technicians to change Category ?
Hi all , I want to allow user-technicians to create new category. How to do it ? i can't find permission for it. Thanks
SD+ totally broken
Help please! I'm cannot start mail fetching, cannot change anything in SD+. "Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File." Build 9033
Service Desk Plus database reporting
Hello, I am running Service Desk Plus build 7605. I have Qlikview (reporting tool) connected to the MYSQL database. I have created 2 custom fields on our request templates but I cannot find them in the database to pull them in for reporting purposes. Does anyone know what database table I will find these fields in? Thanks, Lee
Reporting on Known Errors
Good day, I am looking for a way to report on all problems marked as Known Errors. However, I cannot seem to locate the field to filter my report on. Any help would be appreciated. Thank you, Mike Taylor
Error while creating request to SDP
Dear sir.. We are trying to create request as (incident & service) to SPD but it show as an error [10:55:17:123]|[01-21-2015]|[com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[30]|: Exception while trying to add WorkOrder|java.lang.NullPointerException And i have rename the folder named "extracted" (to extracted_old) but still have same error So could any one help me out bcz am have problem with client and i cant do it thank
Group view of Scheduler
When I am in the scheduler, I want to be able to see all leave, tasks and changes against technicians in a group. For some reason, I appear only to be able to view tasks, changes etc against individuals and not groups. When I select, site the select 'Group' should I not have an option under Technician called 'All Technicians'? Thanks Andy
When ticket is resolved two emails are sent to customer: updated and resolved
Hi, As per above, is there a way to setup sdp so that it only sends resolved notification once the incident is resolved and not resolved along with updated at the same time? I thought there should be a business rule to set like this: if ticket updated and status does not equal resolved, take action: send update notification. Please advise Thanks
View requests using servlet
Hi, In the following servlet request: http://myserver:port/servlets/RequestServlet?operation=GetRequestDetails&workOrderID=number&username=user&password=pwd&DOMAIN_NAME=mydomain&logonDomainName=AD_AUTH 1. Are the username and password my SD+ credentials? 2. Where can I get DOMAIN_NAME and logonDomainName? Thanks, Marlon
additional field change
When a Change needs to be approved or rejected the manager needs to fill in a commend for status change. This is a additional field. I have 2 questions: is it possible to let the box empty and press Save (so when I want to add a commend i can. when i don't have commends i dont fill in anything. When the options above are not possible, is it possible to remove the box. So i can change the status without getting additional fields.
Associate Requester to two different sites
Greetings, Is there a way to associate a requester to to different sites? I've got requesters that travel and work on two different sites. Thanks, Danny
keep asset from being scanned
We have a number of assets that are in the Asset DB but we do not want to delete or Dispose of yet, I have added additional Asset States for these, but need a way to keep the daily Audit/Asset Scan from attempting to scan them (to reduce the number of Entries in "Workstation/Server failed during last scan" to assets that are actually having problems). I would think that the daily Audit/Asset scan should only scan Assets that are In Use or In Store.. Any idea how to accomplish this?
Error when performing - GET - null while performing GET_REQUESTS
I am writing a script to get all new and assigned requests from the system. After going through the documentation and various posts, I have come up with below request to format. http://localhost:9991/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=E5E54F22-8010-4A0F-BF5E-E2C4355B3343&INPUT_DATA=<Operation><Details><from>0</from><limit>50</limit><filterby> All My Requests</filterby> </Details></Operation> However I am getting the following result using a web browser to open the URL. Could
Notify Group when ticket is assigned
My team was hoping for a notification rule that would email the Support Group when a ticket is assigned to a technician so everyone knew if that ticket was taken. Essentially notify everyone and not just that one Tech when it is assigned. It was a feature spiceworks had and was very useful for us.
9033 - Solutions search returning "No solutions available". Enterprise edition.
Thank you.
Copy image from Outlook and paste in description
Hi, If you copy an image from Outlook you cannot paste in Description field using Firefox and Chrome. It works with IE. Thanks in advance, Aritz.
Report on Overdue tickets by Technician
I'm looking for a report that shows the count of overdue tickets by technician. Would be grateful if someone could help. Thanks
How to set user- technicians to change Category ?
Hi All, I want to allow user-technician add new Category . How to do it ? I can't find premission for it
Custom View
I would like to create a custom view that would include... (Technician is Tom Preston or Technician is Unassigned) and (Request Status is not Closed and Request Status is not Canceled) In other words; I want to see all my requests that haven't been closed or canceled...and I want to see Unassigned requests to. The problem I'm having is with the Unassigned part. You can't select Unassigned or None for Technician. So how can I make this work? There must be a way since there is a predefined view for
Technician Error
When i open the Servicedesk+ app from my ipad and go to a request and want to select a technician i get the folowing error:
SLA feature
Additional fields available in to the configuration of the SLA's
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