Report for recurring requests
Good Day, If possible, I would like to request a report which shows recurring requests over a particular period. Any assistance on this would be greatly appreciated. The database being used is a MySQL database.
Cannot upgrade from 8203 to 8212
Dear Expert I'm trying to follow the migration sequence. My current version is 8203, I use the following file to upgrade to 8212, but it doesn't work: "ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm" It gives me this error: "The file that you have specified is not compatible with this product" What should I do ? Best Regards
Help for clearing DEV and TEST Instance
Hi, We have 3 instances of SD+ which are copies of our prod instance which we call DEV and TEST. Last week we renewed our contact and we decided to reduce our DEV and TEST lisences to 5 techs and 500 nodes, we have 200/50k in prod. The problem is that we used to importe our PROD DB to our other instances... I have reduced the amount of techs to 5 that's not an issue but I need to delete 40k+ assets but we want to keep 500 of them for test purpose. Is there some sort of query I can use for that ?
Your SDP Version : 7.0.0 Build 7009 update to 8.1.0 Build 8123
Hi all, i installed a new windows server 2008 r2 with service desk plus like we had an old windows server 2003 with 8.1.0 Build 8123 installed. Now only 7.0.0 Build 7009 is installed on the new 2008 server. How can i updated this version to 8.1.0 Build 8123. Can somebody explain me how to update? Or do i have to contact the support tema for that? Cheers
service desk servlet api add work log
Helo. I try use servlet api, to add worklog my link is: http://servername/servlets/RequestServlet?operation=AddWorkLog&username=username&password=password&workOrderID=9118&workHours=1&workMinutes=10&executedTime=21 Jul 2014, 21:15:26 But is not success. Error: WorkLog cannot be added due to Time taken to Resolve or Start Time is mandatory field. I looked in the documentation but found nothing. Where is the mistake?
Backup and Restore Procedures
Hello - Is there a documented backup and restore procedure we should follow? I am running on a windows 2003 platform. thanks PEte
Service desk plus job flow
Hi I was just wondering if anyone if SD+ had a job flow feature? Eg: request is emailed in > incident is created and auto assigned to a department > they do there bit and add a task > they resolve the task they have added > the incident is then auto assigned to another department who do there bit, add a task and so on.
Change Status Comments - Global Edit allows you to fill 'Status Comments' but loses data once saved
(Experiences in ServiceDesk Plus build 9003 Enterprise - could not find a fix in Releases 9004-9010, please forgive me if I missed it) Build 9003 behaviour: When the ChangeManager (Change Role permitted to edit the 'Submission' tab regardless of which Stage the Change is currently in) uses the Global Edit form, whether or not the 'Stage' and/or 'Status' are being edited, the 'Status Comments' field is starred as mandatory (*) and will allow text entry. If the 'Stage' or 'Status' are edited, the
Fonts - Tahoma 10 as default
Hi all, I'd like to setup SDP "Solutions" to use the font Tahoma size 10 - but I don't appear to have this as an option for text editing. Can this be installed and set to be the default font used for everything through out SDP. If so how? Cheers Greg
Change Approval Requests - Status Reporting
I'm using ServiceDesk Plus 8.2.0. I've searched the posts and found some great responses on the status of change approvers that help me towards my reporting requirement. An example of one of these SQL query is Select ChangeDetails.ChangeID "Change ID", ctdef.NAME "Change Type" , AaaUser.first_name "Cab Approver", ApprovalDetails .email "Email", LONGTODATE(ApprovalHistory.action_date) "Acted On", ApprovalStatusDefinition.StatusName "Status", ApprovalHistory.comments "Comments", asd.StatusName
Moving from Windows Server to Linux
Hi, Our service desk has been giving us a lot of problems lately, Our infrastructure has changed a lot in the last 6 months which I believe has caused some of these issues. I'd like to start with a somewhat clean slate, by moving Service Desk from a Windows based server to a Linux based server. Do I lose any functionality by doing this? Also is it possible to just export strictly the tickets? I don't want to bring the entire Database along as I feel like I will be bringing the same issues along
Email processing issues
Hello, I'm having issues with the service desk plus stopping processing emails, when I check the email settings the fetching is stopped, can you help me to find out why this is happening? I checked the logs and it shows the error Info in email fetching but it does not saids what cause it. System Log details : System Log Message : Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : 03/07/2014 10:18 AM Probable Cause : Performed By : SYSTE Thanks in advance.
how to change the thread in history and requester conversations in requests: by latest update on top?
Hello, I want to know how can I change the thread in histroy, requester conversations, notes etc. and make keep the latest update at the top and oldest at the bottom. Regards, Robin
Reopen Tickets
Hello, we have some problems with requesters who reopen calls after long time. How can we do so that this does not occur when the User answer the email? We want to put a limit of 3 business days so it can reopen. Regards
SQL Server Query using an additional field to seperate worklog times (On Call/ Not On Call).
Hello, We've created an additonal field in the Helpdesk Incidents labelled Call Out, a pick list with choices Yes or No based on whether the incident requires On Call assistance. This is based on out of hours work. I have created a query to run an SSRS report to show technician worklog times which is working fine but have new requirements. Firstly how can I access this additonal field in the servicedesk database, which table, field? (using SQL Server 2008) Secondly could I use this field to
How to assign groups based on incident template
Hi, I am really going crazy. I have created an incident template "lost sap password". I would like to define, based on this request, an auto assign to the group SAP administration. I was able to do this on technician template, but not on requester. If a requestor open a new ticket with this template, it is not assigned to a group. What do I wrong? Best regards and many thanks! Florian
UpdateManager.bat
Hi all, where i can find the UpdateManager.bat when i installed ServiceDesk? Or do i have to install the update manager from somewhere? I installed service desk 7.0.0 Build 7009 and i have to update to 8.1.0 Build 8123. cheers
How can I hide administrator from technicians list ?
I'd like to hide administrator from the technician list, but I need to keep this account as I don't want to rely on AD authentification for the administration of SD+. Thanks for your suggestions !
User Reply to a merged ticket opens a new ticket
Hi When two requests are merged, the newer request is deleted after being merged. Currently, if the user replies to an email from the newer request (the acknowledgement email, for example) it opens a new ticket. For example: Bob submits the initial request (##100##). He forgets he has sent this and two days later sends the same request again (##101##). Support staff merge the tickets. Bob's wife remembers something and replies to the acknowledgement of ##101#. A new request, ##102##, is created;
Everytime I restart my server are installed SDP. It cannot working when startup.
Dear SDP team I have problem with my SDP build 9008. Everytime I restart SDP it cannot startup automatically. I usually use start by Manual. First I must start startsdp.bat and very long time to startup until I start run.bat it working. I usually used startsdp.bat and run.bat together it will working. In services.exe managengine.exe is start. I don't know about service of SDP is other than. Could you have solution about this problem? Now I use this workaround. Thank you.
Build Change Request Template Without Stage and Status fields
Is there a way to build a change request template without the stage and status fields? And if there's not a way to do this is there a way to change these two fields so that the only option there is for them is Submission and Requested? There's really no need to have the other stages or the status for those stages present when creating a change request tickect.
Hide Technicians from List
I would like the ability to hide technicians from general view for the following reasons: We use ServiceDesk plus for our customer support team, however a number of IT staff has access to do administrative tasks and management, but should never be assigned tickets. When their names appear in the list of technicians they accidentally get assigned tickets anyways by mistake. We have setup a number of "zz_Whoever" accounts as "technicians" without login ability simply so we can have business rules send
Upgrade failed during process
Dear Support, I have an issue about upgrade. I try to upgrade version from 9007 direct to 9014. But always failed during process. For detail, please see picture. Thank you.
Reports on Solutions documents
I was thinking it would be good to have a few reports on Solutions: Solutions with most hits per week New Solutions since.. Aging report on Solutions - requires when creating a solution the option of having a document life option, then you can run a report that shows solutions that are approaching end of life and need review. Solutions need to be made inactive when they go out of date,and there should be a way to do this.
questions list for User Survey
Hi all! %username%, what is your questions/answers list for User Survey? Anybody can share example your survey? http://odarchuk.com
Change Module: Emergency / Retrospective check boxes
I noticed these check boxes coming up when drafting a new change (build 9.009). How do I configure them? Can I add additional options at that level to supplement this default list?
attachment at the closing
Hello, in some cases, we need to attach a file when closing. In the field of solution, there is the option of attachment. It would be possible to implement?
Block BCC Emails
Does anyone know how to block emails being sent to BCC that include the Servicedesk address using the Spam Filter?
Update Request status on REST API
Hello There, Is there someone to help me to change the status of a request with REST API ? I successfully use GET_REQUEST (but with an http GET and never with a http POST). when I do this with a POST http request: OPERATION_NAME:EDIT_REQUEST TECHNICIAN_KEY:<same as for GET_REQUEST> INPUT_DATA: <Operation> <Details> <status>Open</status> </Details> </Operation> I have this answer: <operation name="POST"><result><status>Failed</status><message>Technician key in the request is invalid. Unable to authenticate.</message></result></operation>
Business rules problem
I've got a problem with business rules. SDP - Departments - Default settings I've got only 48 departments, and they are free (don't have any connection\relationship) If I chose Helpdesk - Departments for - Dep 1 It will show Dep 1 with all connections\relationships So, the problem is, after sync with AD, I've got 61 Sites and only 48 departments (in default settings) that's why I can't make a business rule that will apply in all sites or departments that in the system, because in BR we've got only
Create rule for notification, when new request created.
Need rule for notification, when new request is created. How can i do this?
Requester Details
Under Service Catalog, when setting up a Request form template is there a way that we can make the other fields within that section mandatory?
Service Desk Server not Starting
I am running SDP on my Laptop win 7pro 64bit. I have trouble getting the server to start. When I restart or shutdown PC after SDP can't start, I must run file "changeWebServerPort.bat" and change Port. Does anyone know what I should do in this case?
Report showing percentage increase/decrease in request growth
Hello, I would like to know how I can create a report that shows yearly percentage increase/decrease of request, grouped under 'Category', 'Sub-category' or 'Item'? Any assistance would be greatly appreciated. Thanks in advance
Cannot restore data to pgsql
Dear Expert I am currently using MESDP 8.2 with pgsql on win XP. The problem is when I stop SDP the pgsql also stops so the restoredata.bat fails. It says: no server running. Then I try to start db using: "startdb.bat 65432" It says: server starting C:\ManageEngine\ServiceDeskPlus-MSP\bin>LOG: skipping missing configuration fil e "C:/ManageEngine/ServiceDeskPlus-MSP/bin/../pgsql/data/postgres_ext.conf" LOG: could not create file "postmaster.opts": Permission denied What should I do ? Your help
Upgrading from service desk 8.0.0 to 9
Is the upgrade easy and where do I find the upgrade instructions. I am using the professional version on a Windows 2008 r2 server running SQL 2008 r2.
Request put on hold not relecting in Due By Date
Hi, The recent addition of being about to use Request Status Scheduler to put Requests on hold and set them to release at a specific time is very handy. However our staff have noticed that when you use this mechanism, the Due By Date on Request View doesn't alter. It would be helpful if there was an option that say you put a Request to release in 3 days time as the user was on leave that the Due By Date automatically added this time in. I recognise you can hover your mouse over the timer icon and
categories based on Dept/Site/Group
Hi, Is there a way to have only selected category to display for a user while creating New Request.I dont want to show all our categories to the end users.I want to display only the associated site or department or group categories.
Change approval by requester
Hello. Is there a way a change requester can approve and move a change to the next stage? After the technician has sent the requirirements definition to the requester, I would like the requester to be able to aknowledge the correctness of the analisys so as to move the change to the implementation stage. It would sound a little bit like the current ability for a user to close a request that was put in resolved stage by the techinician., Thank you, Federico.
Attachments through API
Hi, One little question regarding attachments With the API you can easily upload and attach a file but now I am looking in the other direction that is to say get attachment when a conversation entry is more than 64K the API return a message saying "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html" First of all it is strange that the API return the status code 200 (SUCCESS) if the description or other values are not returned.
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