Reply to new request creates new ticket.
I have researched my issue in the forums and confirmed that we have the ##TicketNumber## in the subject line of the notification and have confirmed that it is being displayed properly. If I reply to a new ticket it will generate a new ticket for the reply. Lets say that I create a new ticket and it is assigned number 18. I will receive the e-mail letting me know that ticket 18 has been created. If I reply to this ticket it will generate ticket 19 and notify me of the creation of ticket 19. However,
Business rules question
I am trying to set up some business rules, but they don't appear to be working. I am trying a test notification first. I have a site named "IT department". I selected Execute when a request is "Created and Edited". I checked Turn on cascade execution and Override request values with Business Rule values. When a new request arrives: Service Category is IT dept requests Perform these actions: Set Priority as "High" Assign to Technician <tech name> Notifications: I checked
8008 Mail Fetching has stopped
Since I upgraded from 8006 to 8008 mail fetching stopped. The settings work it makes the connection but it just stops fetching. Email sent to support
Application won't start automatically
I am using Windows 2008 server. Firewall turned off. I migrated the data from our other servicedesk from another server. Both servicedesk are on the same version, 8008 when I did the migration. Everything runs okay when I manually turn on the service by running the run.bat file.
Check boxes on forms
We have a number of forms where we believe it would be more efficient - in other words, easier for the requestor - to provide the requestor with check boxes on forms to tick rather than have the requestor select from drop down lists. The application we used to sue had this feature and many of our user base have asked why we don't have them now. A typical example of a form we used to use but can no longer do so because of the lack of check boxes in SDP is a new user form. On the form we used on
User import - updated details are not correct!
Hi, I have edited a users e-mail address and re-imported from active directory only to find that no changes have been made to the account details in servicedesk plus! I checked the data in AD again thinking I maybe made a mistake, but AD is showing the new e-mail and correct e-mail address. I then edit another field in AD, the user's telephone number, and re-imported into SDP again. It did not update the phone details either! I then deleted the requester from SDP and did another import from AD. I
Checklist
Dear dev , I need to make a daily checklist to check the system error, can add functionality to the checklist is not, this is work done every day for daily task . Thanks alot !
Migrate from MSSQL to MySQL
Hi, I wonder if and how I can migrate my SD+ database from MSSQL (2005) to MySQL? Will all the historical information and settings be migrated? Do you know the steps for this migration? Thankful for any guidelines. Regards Jonas
ServiceDesk page not loading on Windows 7 + IE8.
Here is my shortcut to ServiceDesk: http://servicedesk.****.*******:8080/HomePage.do. It works fine on a Windows XP machine with IE8. Now when I try it on a Windows 7 machine with IE8, it prompts me for my username/password, I enter it and hit OK, and then nothing happens. The page does not load. Why? Also, I have added the domain to my trusted sites, and have also tried Compatibility View, but it does not help. Thanks for your help in advance.
How to disable "request closure code"
SD-31865: Request closure code and closure comments will be prompted when request is closed from request details page. Can I disable this option?
SDP Creating a new user in AD
Hi all, I have a form set up in SDP in the Service Catalog and when the requester fills it in with the certain information I would then like SDP to use that information and create an acount in AD with it. Is this possible at all? Thanks Martin
managing two requester for the same request?
In some cases, the requester do not create the service request and the request is created by another requester in service desk plus. But i can't find a way to manage that...except by creating new field "requester", but that's not very good (because you have to fill manually the name without any link to requester database).. So, do i miss something or do i need a new feature for that??
how to change the week start day and end day in SD+ version 8
how to change the week start day and end day in SD+ version 8.For us week starts with sunday and ends with thursday....
SQL Query for pulling details of users
What is the SQL query which would help us to pull the list of technicians and requestors?
Site spesipic email
Hi Im using two email addresses (one per site) both reach the same mailbox that the SD download emails from Is there a way to auto assign it to a Site? (I didnt see any option for this in the Biz rules) Thanks! Slamis
Hotfix 8008 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8008 ) release. New features in 8008 SDF-30571 : If a technician replies for a request from his notification email(from his mail client), and included the requester email in the to/cc list, then that reply will be considered as response for the request. And if it is
CompleteTime in Request Email Templates
Hi all, I want to use the Completetime on a request or incident in email templates. but I can select it from the list, the is just the created date. And when I use the variable $CompletedTime it doesn't show anything. I need it for the Businessrules because some departments want to see in the email when a request or an Incident was closed. They don't want any reports they want it in realtime. And in the Businessrulesit would also be great if you would be able to select the closed status as a criteria.
Password encyption
Is it possible to encrypt passwords saved in the mysql DB for SDP? Poking around i noticed that the password i have saved for fetching mail is saved in clear text, so i was just looking to see if there is a way to use some level of encryption instead of saving it as clear text.
Notification rules just for when the status has changed
Hi, We would like the abilty to notify the requester when the status has changed for a request. I know there is the abilty to notify a requester when the request is updated but this sends of loads of emails to the requester if any change is made and the user can get 10+ emails about any small changes that have been made, we have therefore had to turn off this notifaction rule as requesters are beginning to ignore these notification emails. If we could just email the users when the status is changed
Can we add notes template to the service desk..
Can we add notes template to the service desk..
What .. happened to pricing ?
Last year the product was $16.50/user/month, now it is $39 (for pro). That is a 140% increase in less then a year. I'm trying to figure out what I'm missing and how a long established product can jump by more then double in a single year ?
New Query Report option missing
Greetings. I am experiencing an issue with the "New Query Report" option. None of my techs can see this option even after giving them full access to reports. Any ideas? Thanks in advance.
ServiceDesk Service Catalog template questions
We have spent a lot of time constructing a number of templates for use in the Service Catalog. Now, a few questions. 1. We would like to either lock or hide the Category from the user, so that the user cannot change this. We still want to view the subcategory and item, and the user can change these as needed. It appears that locking (or hiding) the category also locks or hides the subcategory and item. 2. We have several sites, each with their own set of templates and categories. But, I don't
Email Replies from Outlook not being logged in Conversations
Hi I have noticed that Email replies from Outlook are not being logged under Converstaions on Service Desk. I have also noticed that our Mail Fetching Status is stopped. Is this the reason why these replies are not being logged? Please advise, thank you. Michelle
Directing a user to a "New incident" page automatically on login
Hi All, We are currently trying to achieve 2 things: 1. We have enabled pass-through authentication for all users. However, we would like "requesters" to go directly go to a "New Incident" page, instead of the "Home" page. If the requester so wishes, s/he can subsequently go to the "Home" page to see the status of other requests s/he may have made. 2. We would like to remove the "Category", "Subcategory" and "Item" field from the "New Incident" Window and from being viewed by the requester. Our
ServiceDesk Plus remote Control
We are having a problem getting the Remote Control of workstations to work. The Domain Scan of the workstations works fine but not the Remote Control. Are there any other prerequisites to get the Remote Control working. When I click on "Remote Control" button for a WS the agent starts to install but fails after a few minutes with "User failed to authenticate your connection" Tried looking up help on this and found below but the links no longer work;- Support your remote clients or customers by
Sending notification failed
I can't sending email, Error below Sending notification failed. Error Code - 1,298,395,498,95
Query to show requesters with no request history
Hi, Can I have a query to run in the report module or in MSSQL2005 to show all requesters who have no request history in live or archived requests? Two separate queries if necessary. I should have about 6,000 live requesters but I have over 10,000 and want to identify the bad and duplicate data I have in my database. Many thanks, Dean
Stock edit
Hi, It is possible to edit stock? change name or delete? see attach. Please help me. Thanks Best Regards Lukas
Custom Report - Assets by User with Cost
Good Afternoon, I am looking for a report that would display any assets that are assigned to a user and would display the cost of those assets. I've created something similar using the Wizard, but there are two issues. 1) I have to go into the report and manually select which users are displayed in the report. This is troublesome because - it's a manual process to add/remove someone when they join/leave the company - the box that lets me choose names has been broken ever since we got
API - Updating Requests
Using the API I can create a request using VBScript using the AddRequest operation. Am I correct in understanding that the UpdateRequest operation acts like a page edit on the request and changes values, descriptions etc? If so is there anyway using the API to add conversations to the request, emulating the e-mail process? Failing that maybe a MERGE process where by I create a new request and then merge with existing so I get the change for full history on the request. Adding Notes will be
email configuration SD+
Hi, When configure e-mail server, i have strange error (see attach). this problem occur even if i select POP and port 110. Then no needed certificate. Of which may be related? Thanks for help Best Regards Lukas
SDP - Service Catalog Resource Details in email notification
Hi, I've discovered that there is no way to add resource details to the email notification sent to requester/technician when a new service request from service catalog is created. I think it would be a nice feature to add, so the technician, when looking at the ticket on his cell phone can have more detailed information about the service request. Thank you, Miron
LVS Load-Balancing
Is it possible to have 2 separate instances of ServiceDesk Plus Enterprise (build 8008), 2 physical servers, running behind an LVS load-balancing system?
duplicate requestid's being generated since upgrade
we upgraded to 8008 from 8005 yesterday, and our technicians have noticed this morning they are receiving email notifications for new tickets that don't appear in the request queue, and upon further examination the new tickets are referring to old requestid's in a perhaps related problem, responses to emails generated by the system are not being appended to their tickets either I can only assume there is a sequence problem here, but searches on the forums produced the fix of creating a dummy ticket
[Helpdesk] How I can migrate DB for another server
I installed ServiceDesk on my server, but i would like to migrate database for server which is installed on the same machine. I succeed restore database then I used script changeDBserver.sh. If i would like to run script run.sh i got error Unable to start MySQL server on port 3306. Please free the port. Can I start application without start the mysql server?
What is E-mail ID(s) To Notify?
In 8.0, I have noticed a E-mail ID(s) To Notify field. Would you explain how this works as I cannot seem to find any documentation on it. Is this a new feature? I do not have it in my production version of 7605 although I found an old post that refers to the field. This suggests it is an existing feature. I noticed in that post there was an icon next to the field that I would imagine pops up an email list to choose from. I do not have this icon in 8.0.
Additional Field in Requester Details
HI, I need to know, how do i add Additional field in Requester Detail. For Example. I want to add Employee ID in... Admin -> Incident Templates -> Default Request -> Requester Detail. Thanks Urgent Help needed.
Reports for Request Count, Open, Closed, Resolved by monthly for a year.
Hi Experts, I have run many different reports but I am not getting the exact report I am looking for. I have generated a report which gives me a Line Chart by monthly and the counts of Closed, Open, & Resolved, but I want the total inbounds ticket graph like it shows on the main page on the right side.
How to delete thedefault product types in the assset section?
I can not click in, in to the box to delete the default product types. I will be very thankful for any help.
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