Webinar - Nuevas funcionalidades de la versión 9200 de Servicedesk Plus
Hola a todos! Queremos presentarles las nuevas funcionalidades de la versión 9200 de ServiceDesk Plus. Únete a este webinar en vivo donde mostraremos las características más importantes que se agregaron en esta versión 9200. La cita es el miércoles 6 de diciembre. Para inscribirte, por favor accede aquí. Te esperamos! Saludos cordiales,
Webinar: Field & Form Rules | 10th November
A request or change template in ServiceDesk Plus plays a significant role in collecting accurate information and creating valuable user experience. With field and form rules, you can create dynamic forms by defining custom rules during form load, field change and form submit right on the GUI which enables you to: Avoid cluttered request templates that overwhelm users Reduce the number of templates required for similar type of requests Avoid invalid/inaccurate field entries Reduce the time required
ServiceDesk Plus - Notifications Stop Working
Hello All! I'm currently experiencing an issue wherein, my Notification Rules appear to have stopped working correctly - I have had no issues until recently the rules I am running are; Sender DOES NOT Contain : @mydomain.com As we are an internal company helpdesk we do not want to send notifications to external partners if they contact us. the other rules I have in place are; Sender is NOT : specificemailaddress@mydomain.com - we have a few systems sending logs to our service desk - and they do not
SDP: Make server ignore replies to request notifications from CC'd users?
I'm not sure if I phrased the title right or not, but this is a somewhat annoying thing that happens to us frequently and I'm not sure if ServiceDeskPlus has a way to deal with it or not. This is the scenario: Steve puts in a help desk request via email, CC'ing his coworkers Tim and Jeff: From: Steve To: HelpDesk CC: Tim, Jeff Dear IT, The copier just exploded! Thanks, Steve Tim and Jeff will both get an email notifying them that the request was created, and they will then either Reply All to that
Questions about tasks
Hi all, I have some questions about tasks: 1. is it possible to customize task forms (remove fields, mandatory fields, adding custom fields, ... )? 2. I realize that the list of states for tasks is the same of incident. Can I allow only 2 states for tasks (Open and Closed) leaving more states for incidents/requests (Open, On Hold, Resolved and Closed)? Best regards, Sutot
Service Desk Server not Starting
I am running Service Desk Plus 8.0.0 Build 8026 on my test environment. I am using MS Sql Server for the database which is located on a different server. I have no problem connecting to that database. I have been having trouble getting the server to start. I have uninstalled the software and reinstalled. I have resorted to running the run.bat. It still failed but the log (attached) is telling me that I have a bad license file. However, it isn't prompting me to locate the correct license file.
OpManager linking to ServiceDeskPlus
Hi, I'm trialing OpManager and ServiceDeskPlus and for some reason I am unable to create a notification rule to log a ticket. I have linked OpManager to SDP successfully and it has created a blank ticket, so it should be all ok but for some reason I am unable to create a notification rule. Is there any setting that I need to set on the user account in SDP that OpManager uses to login and create tickets? Cheers
ArrayIndex Exception error
Hi Guys, I tried search but it's not working. Just today we had a few emails that didn't create tickets automatically. From the logs it says: ---------------------------------------------------------- System Log Message : ArrayIndex Exception Module: MAIL_FETCHING sub module: - type: Error Probable Cause: Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing to same mail box for mail processing. Please check if any test
Dashboard to Review Open and Unassigned Requests
We've been having difficulties with our Business Rules. Some Requests remained Unassigned for a long period. SLAs fire only once, and we're trying to monitor and alert Technicians for Unresponded tickets. Using /sdpapi/request and <name>filterby</name><value>Unassigned_System</value>, we can see what remains unassigned. Currently, SLAs can be configured for Level 1 escalation but this is insufficient; we'd like to bump technicians periodically to conform to our SLAs. Does anyone have a ManageEngine
Resolution Emails not being sent
I have an odd issue where resolution emails are not being sent to requesters. Other outbound emails are working fine and inbound are processing fine too. Was working ok yesterday morning then stopped working after adding a couple of extra filters to the spam filter and junk notification filter (“Auto reply” and “Automatic Reply”). I've since revoked those changes but still no resolution emails... I attach an extract from our serverout0.txt log file detailing the notification events. The first Request
Can not convert mysql to sql server 2008
Hello admin, I'm using ServiceDesk Plus version 8.2 build 8212 I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat
ServiceDesk Plus Error
Hi All, I recently downloaded the iPhone ServiceDesk + App. I logged in successfully, but once i logged in, it gave me the following error: 'Upgrade Service Desk Plus to Version 8125 or later to work with this app' ATM within the App Store, there is only version 2.0.1, how am i supposed to upgrade to version 8125? Or Are we supposed to upgrade our Service Desk (web version) to the latest version 8125? Which will then some how allow the App on my iPhone to work? Please advise. I would like to use
Servicedesk Plus API
I want to know how I would request a list of tickets, or other items, such as requestors... Please tell me your API is more robust than you have on the documentation?!?!
ServiceDeskPlus Pickup Request
Is it possible to pickup a request via email? ie. if I reply via email with a keyword like "pickup" to a request it would use my email to assign me the ticket? I might be able to do so via business rule?
ServiceDesk Plus Hotfix 8025 Released
Dear Users, Hotfix over 8000 got released, this contains the fix for the below issue. (README) SD-44937 : Unable to add request by requester from self-service portal using the template where text additional field with default value and restriction for the requester to view alone has been fixed. Hotfix upgrade pack can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Please refer to the below link on the instruction to apply the hotfix ppm. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Add Notes to report field?
Hello, Is there a way to create a custom report to include the Notes field, so for example I would have a report with the following columns: Note --- Subject --- Requester Name --- Assigned To --- Group --- Status --- Created Date --- ID For the Note column, it would only need to display the most recent Note added or last note updated? Is this possible? I can't seem to find a way to do this or even a way to simply add the Note field as an option in a report. Any help would be appreciated. Regards,