ServiceDesk Plus 9.0 Released
Dear Users, We are glad to announce the release of SDP 9.0. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note, that the upgrade to 9.0 can be done from build 8214. Customers in earlier builds can move to build 8217 by applying the service pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html We strongly recommend to try the upgrade in the test environment before applying it
Notification of resolution
After renew the license and upgrade the version to 9.10, the requester did not receive any email to notify on neither close or resolve of ticket. No problem on ticket be created and assigned to requester or technician. Working fine before renew / upgrade and manual email to requester is good as well. Thanks KC
Could you expand about survey Road Map ?
Dear ServiceDesk Plus team I have some question in Roadmap Could you expand this "SURVEY : Option to exclude satisfaction survey to be sent for certain set of users." What survey about this? I hope servicedesk plus develop Annual Satisfaction Survey, Could you have this plan in roadmap ? that mean I need send Satisfaction Survey for User or Group if I need. Thank you
Request Timespent Report Missing Work Logs from Tasks
When running the Request Timespent Report by Technician the data is missing all of the Work Log which had been added within a Task. I have one technician that has been creating tasks and then adds his Work Log within the Task, and while it does show on the ticket and even under the Work Log it does not appear in this report. It seems it only is picking up Work Log time that was directly added as work not those which had been added within a Task. Does anyone have a modified query for this report
Request by email not being assigned any site
Hi, I have setup my AD import to map the Site. That appears to work. My Default Request template has "Not associated to any site" When I email into ServiceDesk my request all have blank sites. How do I troubleshoot this?
ServiceDesk Service not starting
I have updated TimeZone using tzupdater. Now ManageEngine ServiceDesk service is not starting. I still can start SD using run.bat. But I need to autostart SD service. In wrapper.log i see an error STATUS | wrapper | 2014/06/26 15:59:06 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2014/06/26 15:59:06 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2014/06/26 15:59:06 | http://wrapper.tanukisoftware.com STATUS | wrapper
SLA Emails
Hi Sorry if this has been answered elsewhere. I am new to Service Desk Plus and looking at configuring in a similar fashion as to our current product. Is there a way to get ServiceDesk to email the technician when their Incidents and Requests are due to expire? I have seen the template email but it's not actually firing any emails off to the tech when they are expired or close to expiring. I get notifications when a request hasn't been picked up from group etc, so they are working fine Regards
Assets
Hi, I'm probably missing the absolute obvious here but we are currently using Servicedesk Plus standard edition and am trying to figure out how to add the "Asset" side of things. I can see on the online demo that assets can be a part of servicedesk but I'm trying to work out how much it would be and how it gets implemented but can't find anything out? Any info on this area would be great!
Cannot create backup from MESDP 8.2
Dear Expert When I run BackUpData.bat, I get no backup file and the following shows at commant prompt: java.lang.Exception: Unable to get the data from [ServiceReq_9] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1222) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1241) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:918) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:891)
Add new name in "Logged By"
Hi.. I want to add new name in "Logged By" field when created a new request. But can't find any settings for this. Appreciate if someone can help me. Tq
Auto mail
Hello I have for some days trying to make some settings so that when an incident arrive by email an auto response is generated by ME. although when a incident arrive by email the priority in "NONE" and I want the technician so change this accordingly to SLA, when this is done I want an email response saying "Hello your case have been prioritized to YYY" Is it anyway in ME to do this, the easy way to do to this whould be to look on the Priority attribute and to something like this If $Priority is-not
Set custom view as default for user groups
Hi, I've seen that when a user/requester logs for the first time in SDP and goes to the Requests module, the default view of the table includes de column OnBehalfOf, that's a field I'm not using and I'd like it not to appear anymore by default. That's why I ask: Is it possible to create any custom view an assign it to the requesters or group of users as default table view within the Request module? Thanks in advance. Regards.
location of technicians
looking for a way that a technician could update his/her location in regards to location/remote site, in such a way that it would be accessible by all techs.. and all technicians location would be accessible by either one person (or all persons) to see. example being.. ive completed issues at location "a", leaving for location "b". and a dispatcher would have the ability to see this info across the range of all technicians. is there such a way to accomplish this in service desk plus? ive looked throughout
change the email and task notifications emails to the same font in mass
is it possible to mass change the font on the email and task notification emails? or does this have to set individually for each task and each email? regards Marcia
Convert IT Asset to Non IT Asset
Hello, I hope someone can help. I have a number (approx 70) items which have been mistakenly imported into IT Assets under the Workstation category. Is it possible to convert these to a Non IT Asset? Many thanks in advance. Paul
Setting Request Created Date using REST API
I'm successfully using the REST API to create and edit service request, but am having trouble changing the Created Date either during request creation (ADD_REQUEST) or by editing an existing request (EDIT_REQUEST). I'm importing tickets from an old ticketing system, so it would be nice to have this date set correctly. I've tried these formats: <Operation> <Details> <parameter> <name>createdtime</name> <value>23 APR 2013, 01:00:00</value> </parameter> </Details> </Operation>
Marked Tasks not setting due date when triggered
It seems that when the option for "marking" a task was released that you could put an estimated effort in the task and a scheduled end date was set once it was triggered. In version 9012 that doesn't seem to be the case anymore, making it difficult for a tech to know when his or her task should be done. Is this a known issue?
Change Request Template Question
Hi there, I'm working on designing our change request templates, and was hoping to add specific fields within the actual change request for implementation steps and roll-back strategy. I see two potential ways of doing this, but can't seem to figure out how(if possible) to achieve this: 1. Add custom fields...but is there a way to make resize the input box? This isn't really a one-line question, either in input or view. 2. Repurpose the "description" box. The "Title" box really could be the description,
CSV template for requesters add
Hi, Could you provide a CSV template file in order to add requesters to ServiceDesk Plus ? Thank you.
Pass-through Login Expiring?
A couple weeks ago we enabled Pass-through Logins and it works, so that in IE or Chrome we can go straight to the dashboard, bypassing the login screen unless we specifically "log out." We're rolling out SDP slowly, only a few IT people using it currently, all Technicians in the system. However, I'm seeing a persisent problem. A tech might go to the site and access all the features with no issues. But after filling out the Incident form, clicking the submit button they are asked to log in again.
ServiceDesk Plus 9013 Released
Dear Users, SDP 9013 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9013 SDF-52648, 50437 : Technician and Requester can have option to associate the request to the project to which they are associated to. Based on Self Service Portal Settings,Project association to Requesters can be enabled or disabled. By default this option will be disabled Please refer to the below link for the steps to install the
Unable to delete duplicated assets with 'old' name
Hi All, Our license for maximum assets recently hit its limit. I noticed immediately that quite a large number of machines had duplicated themselves to old_1, 2, 3, 4, sometimes even to 20. I've tried to delete these assets, but the browser window times out after 30 minutes. I tried deleting one only, and this took a total of 20 minutes to delete one workstation. Im not too sure how long these workstations have been there for. Is there any way I can remove these workstations and stop future
Mailing of Scheduled Reports
I have a scheduled report that is set to e-mail at a certain time of day, however, the report never gets mailed. I can run the report and then mail it manually. Help with atomatically mailing a scheduled report. Thanks Lou
Asset Cost enhancements
Dear Users, We are planning to enhance asset cost calculation. We plan to bring in the following cost split ups 1) Purchase cost -- cost involved in purchasing the asset 2) Operational cost -- cost involved in bringing the asset to operation and to keep it operational 3) Current cost -- cost worth of the asset after depreciation 4) Total cost of ownership[TCO] -- sum of purchase cost, operational cost, and cost of associated components
Scheduled Report for newly discovered Assets.
I need a scheduled report for newly discovered assets? Please help.
Unable to resolve requests
When a technician resolves a ticket, the ticket gets re-opened automatically. Here is the workflow: Tech clicks the resolution tab. Tech enters the resolution and updates request status to resolved. At this point the tech gets an e-mail saying "Request ID :#### has been Re-Opened by the user." The request then goes back to open status. The user still gets the e-mail saying "Your Request with ID :#### has been Resolved." How do we fix this?
Report this year filter
I am working on creating a custom report for our contracts. Our fiscal year runs from 4/1 of the current year to 3/31 of the following year. I was going to base my report of the existing "this year" functioanlity and then do a calculation to add 3 months to the where clause for the date to compensate for the offset of our fiscal year period. However, when I looked at the base query for the "this year" filter I noticed that the query shows WHERE (((longtodate(mcdt.TODATE) >= 1388552400000) which
ServiceDesk Plus 9014 Released
Dear Users, SDP 9014 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9014 SD-57072 : Problem in upgrading to 9013 for the SDP instances have initially installed SDP version 7500 (or earlier) and had modified any of the default Requests reports (till 7514 build) has been fixed. SD-57090 : Unable to execute some default custom reports having 'summary type' for columns configured after upgrading to 9013
POP3/IMAP4 Exchange 2010 Fetching Issue
I've been banging my head on this one for too long. The skinny of it is that I am unable to get the mailbox to fetch. The SMTP works (or at least doesn't throw an error). I used these settings on another helpdesk software and it works. It states FAILURE: E-mail settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I have double checked the credentials and telnet into the server on 143 and on 110. I've attached my support
Tech warning if try to pickup an already assigned request
Hi Is there a way to warn/confirm a tech if he tries to pickup/assign an already assigned request? Thanks, Amichy E.
Creating contingent drop down lists
Hello, Is there a way to create contingent drop down list. Example of what I'm trying to do: Services template -> request new Computer -> option would be Mac or PC -> if PC is selected HP or Dell -> and then you would get vendor specific config options. This would essentially function the same as Category -> Sub-category->Item But I would like to make multiple custom top level category groups. Thank you for any help.
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Import from sysaid
Hi All, Is it possible to do the following. To import from Sysaid to ServicesPlus? Many thanks! Regards Gerrit
Error backup servicedesk on windows
HI, I have a problem when backup servicedesk. We use server 2012 and Database mysql. This is the details of error. Could you please help on this? What should I do to solve this problem? Thanks you in advance!!! Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.sql.SQLException:
reporting on template usage
Hi everyone, Does anyone know if its possible to report on Template usage in ServiceDesk Plus? I have had a look at the reporting Wizard and "Templates" is not listed under available columns? thanks
Filter for "rejected" Changes
Could you please consider adding a filter for rejected Changes in the Changes module or the ability to add custom filters to changes as per the Requests module. Currently changes with a rejected status are not shown in the Open or Closed changes filter! Thanks
List of Variables
Where can I find a list of all the variables that can be used in the user surveys?
Signature Line in Survey
When I turned on the survey feature, it includes a signature line that is not part of the fields that I can modify in the Survey Details portion of the Survey Settings screen. Where does that signature line come from so I can change it.
cannot search if the string contains any characters (*,/, \,-...etc.)
Hello. I am using the latest version of the SDP, but as I tried, I cannot search the applications, if the string contains any characters (*,/, \,-...etc.) I have done this several times, delete from indextable where name = ' Sol_CommentHistory '; Later, stop the application and open a command prompt on the application server and browse to the folder ManageEngine\ServiceDesk\bin and execute the command > reIndexData.bat request but the search finds nothing, if only the letter-search works. help
Can not restore backup file in Linux Debian
HI, I got a problem when I am trying to restore services desk from backup. Please help me on below error. I am running it on Linux Debian7. Details of error Exception in thread "main" java.lang.UnsatisfiedLinkError: /root/ManageEngine/ServiceDesk/jre/lib/amd64/xawt/libmawt.so: libXtst.so.6: cannot open shared object file: No such file or directory at java.lang.ClassLoader$NativeLibrary.load(Native Method) at java.lang.ClassLoader.loadLibrary0(Unknown Source) at java.lang.ClassLoader.loadLibrary(Unknown
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