Reports Help
Hi I'm currently working for a client and been asked to generate some reports in the absence of the usual SDM. New to ServiceDesk so forgive me for any obvious questions. The client is using ServiceDesk plus v9.2 build 9203 I'm trying to generate the following reports: Number of new tickets for the current week. Number of closed tikets for the current week. Number of open tickets at the start of the week/specific day. Any help would be greatly appreciated. Many thanks
Send no e-mail or notifications to specific user account
Hi all, I'm looking for a solution for the following situation: For some application a user account has to be created when a new employee is hired. The HR department sends an e-mail with the required information to SD Plus. The From e-mail address is for example "hrdept@ourcompany.org" and subject is "New employee". I have created a business rule so that the call gets a specific "HR-request" incident template and the correct team assigned. The call requester is set as HR department with their e-mail
I can't remove the evalcopy div in topbar
Hello, Few weeks ago (more than a month) I installed and configured a free version of ServiceDesk Plus. It shown the evalcopy expired trial div but I can't remove or hide it.
What's wrong here . . .
I'm trying to get my scripts updated to API v3 in order to do the upgrade to the latest version of Service Desk. I am completely stuck and I do not understand why. I have quite a few API v1 scripts that work just fine. Yes, I understand there is a lot of difference, but I cannot make even the simplest of scripts work with v3. Here is one example of an incredibly simple script that works fine in v1 and absolutely refuses to work in v3. The v1 version of this script runs as a custom trigger and
[ForYourInformation -23] New enhancement in request page with the function to expand all conversations.
The request details page shows almost every detail of the ticket on a single page like conversations, notes, ticket fields, etc. In the older builds of ServiceDesk, to view all conversations, you have to click open each email conversations one by one, which is tedious. The newer version, we had introduced a conversation "Expand All" button, which expands all conversations in a single click. This feature is available from the build 10503. Click here to know more information about the request details
Importing Reporting_to field from AD
Hi We have managers defined on Active Directory. However, I see that I can not use the existing information for the new "Reporting_to" field. It would be great if auto imported. Otherwise, I may need to export the list from AD and then import it to SDP every week.
"Reporting To" info using API
Hello, I am trying to get the value from the "Reporting To" field for a specific requester using API. I have used "Get All Requesters" but the API doesn't return that value. Do you know of any other API that I can use? Thx
Can custom triggers can wait for an Approval
I have created a Costum trigger which on creation of service request. But it does't wait for the SR approval, how we can trigger costom triger after SR approval
Problem upgrading free license edition of servicedesk plus 10
Dear Sir, I have the free license edition for our small company running, we want to upgrade from version 10.0 Build 10010 to latest version through the migration sequence but we are getting the error attached in this email. Attached also the logs folder zipped could you check and tell me whats the problem. Best Regards
API class for .NET
I am wondering if there is a prebuilt class for using the ServiceDesk?
How to use Exchange Online for ServiceDesk Plus email inbound and outbound?
Hi, I've not had much luck configuring ServiceDesk Plus to Exchange Online. Should this be possible and are there any gotchas? Thanks
ManageEngine ServiceDesk Plus running EXTREMELY Slow
Hello, I have ManageEngine ServiceDesk Plus running on a SLES 12 OES 2018 environment. Recently, when users are creating tickets or if I am trying to check on solutions it can take up to 15 minutes for anything to happen. Does anyone have any advice on how I might be able to fix this? The Server has plenty of space and I have not made any recent changes. Thank you. - Victoria
Supports Group - Not populating custom view
Hi, We've recently upgraded from 9.0.3 all the way to 11.0 and this to appears to have removed our groups from our custom views. I can't seem to locate a way to globally set these, for people. Can you advise? Sam
[DidYouKnow - 21] You can embed your organization logo in Reports and PO's
Organization Details lets you configure the details of your organization such as, the geographic region in which your organization is located and the company logo. You can import the logo at [Admin tab -> Organizational details ], currently, we support the following image formats JPEG, GIF, and PNG with recommended maximum dimensions [20px X 40px (W X H)]. Imported company logo will be displayed in all reports. Logo and Organization address will be populated in PO's, invoice and in notifications
Notification - Re-open
Hi there, We're getting multiple notifications triggered for the same event and I'm wondering if there is a way around it? We put tickets into a 'STATUS' of 'Awaiting User Info' with the timer stopped. We do this when we need more information from the user for investigation. When a user responds we get x2 notifications: • Alert(or Notify) technician by e-mail when there is a new reply for the request. • Send e-mail to technician when the request is reopened by the user. This seems to
[DidYouKnow - 22] Support for whitelisting/blacklisting attachments with certain file extensions
Hello folks, With ServiceDesk Plus build 10009, we introduced a new attachment whitelist/blacklist feature. This helps restrict users from uploading vulnerable files to the application by blacklisting them based on file properties such as file extension or file content type. As you know, attachments can be uploaded various modules say request, change, solution, assets, problem and so on. When a user tries to upload a blacklisted file content type, it fails with a warning message as in the below screenshot.
Incident - Additional Fields Text Pick List Limit doubt
Hello, I have a little doubt about: additional fields for request templates. If i create a text pick list additional field those this one have a certain limit¿? For example we are planning a control of versions from a software and we want to specify in the request on wich version that software incident was. The thing version changes are getting more and more common, and if a pick list text field has a limit of items to be added would be a stopper for implementing this option for us in the future,
[ForYourInformation -22] View request attachments from the list view
Hello folks, You can now quickly preview and download HTML, HTM, XHTML, PDF, jpg and PNG files from the request list view. Click on the attachment icon to get an option to preview the file and download it if required. This eliminates the necessity to go to the request details page to view the attachments thus saves time. Similarly, attachments can also be previewed from the request details page and download them only if required. This must be a handy feature for most of us. Cheers..! Next - [ForYourInformation
(SD-79749) Adding new spam filter criteria
Hello everyone! I hope your day finds you well. I'm having an issue with the spam filter. When I attempt to add new criteria to the spam list it will not save. For example: I define a rule -> sender -> begins with -> stacy But when I click save the window remains and I'm never able to add the new filter to the list. However, if I EDIT a current criteria (sender -> is) I can click save and the window will go away and then I'm allowed to save the new filter. I've used IE and Chrome and the behavior
requester cannot see own requests
Hi all . i have a very strange problem with service desk. one of the requesters cant see his own requests . when he is logging in with his user and password, there is no any list of his requests ( please check attached image ) . also, its not possible to drop down list , "My Closed Requests" is like a static image. user tried to enter with his user an password from different computers but problem was the same. i tried to change user's department, show only his own requests....requests of department,
[SD-82235] Cannot View All Changes When Associating From Project
It seems that we cannot view all changes when trying to associate a change to a project from the project module. Under Associations > Associate Existing Changes, when we change the filter to "All Changes" it just shows the Open Changes and doesn't update the list. This behavior exists both in Chrome and IE. We use MSSQL and are on Build 10508. Thanks!
I want to add value at pick list more than 900 data
Hi I want to add value at Pick List in Incident - Additional Fields. I have more than 900 data but can't add it. How I can do? My Version : 9.2 Build 9212 (Standard Version)
Description Issue - Format
There are times that the left side of the description is cut off and does not display properly. Does anyone know the reason for this?
[ SDF-39462 ]Request Delete - with attachments
I am seeing plenty of SQL scripts used to remove requests or archived requests based on whatever selection criteria you choose. I am generally looking to purge older archived requests.. the typical "seven years" scenario where I don't need or care to see requests past that time frame. Much of our ticketing process involves attachments on the emails as originally submitted, as well as later-attached files onto tickets as they close. Will running these scripts in pgsql also remove all the related data?
Query for Approver list
Need a query for list out all service request approver
Service Request Approval - Workflow
Hi, I'm trying to figure out the best way to implement a request approval in our environment but i seem to miss something and hope there is a workaround for my issue... Here is the scenario typical for our company: We have a Requester who submits a service request with some kind of form attached to it. We have an Approver who is not a technician but has the authority to approve or deny the service request coming from Requester. And we have a Technician who performs a data import to corporate database
[ForYourInformation -21] Quick Enable/Disable of Incident templates from list view.
In the older builds of ServiceDesk, we did not have the function to enable/disable Incident templates. In order to disable an Incident template, you have to delete the particular template from the incident template list. If you have any existing tickets created with the particular template, then deleting the template will move it to be in a grayed-out/disabled state and will be marked as "Template, not for further usage" . If the template is fresh without any ticket associations, then on deleting,
[SD-83038] Live Chat and Live Chat Integration
I was wondering how many other ServiceDesk customers were making use of the Live Chat functionality, and what their takes on it are. Do you believe that it has helped to provide better service to your customers? Have you run into any issues or concerns with it? Also, looking at integrating the Live Chat within another site, it seemed to work mostly the way that I expected it to with one exception - the user had to already be logged into ServiceDesk in order for the Live Chat embed to function.
Email ID of the requester disappears for the second time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
Unable to approve requests.
Hi , We are unable to approve requests (Change and Incidents - as applicable). PFB the screenshot for the same. Approval is in pending status, but when attempted to approve, gtac response by default shows already approved. Pl suggest way ahead to resolve...
How do you automatically assign an IT request as a P1 based on certain criteria
Hi. I’ve been told there is a way to automatically set an IT request as a P1 when it’s generated on Manage Engine. Could you do this if an email is received with a certain criteria. Sent from: xxxxxx Subject: xxxxx Thanks, Paul
Email Notification Sending Failed
Please Help, Suddenly we are not receiving any email notification at all in SD plus. I tried replying to a request and error is coming "Email Notification Sending Failed", i checked the system log found a lot of error message " Exception while trying to send notification for Request ID: 4488 Mail Sending Failed." Thank you in advance for the support.
Incident - gather more details from requestor
hi - Would like to update request template to perform the following action: when request is updated to a priority "6" send request back to requestor with 2 mandatory fields. We have the priority 6 piece completed and 2 fields created, we are struggling with sending request back to requestor.
Query report
Dears, Good Day, i would like to request a query report /report i need to create report for how many requests created each department for specific services , we have 30 departments and each department request for new PC , Sample: Department A requested 10 times in this month for new PC and department B requested 30 times/ requests for new PC.
[SD-70781] Email attachments
Hi there, can anyone advise on this, when we save an email and then attach it to a call it just adds the content to the message instead of actually adding it as an actual attachment, has it always worked like this and or is the latest version any different, we are on 9409.
[SDF-71164,SDF-73164] tickets - which are confidential
hello, is it possible to have tickets which are confidential for some technicians? We want tickets, that only a limited number of persons can see. The limited number of technicians shall be able to reply the requester. Again, as it i confidential information in the tickets, is it possible to have some tickets with a certain category only to be seen by limited number of technicians. Best regards Thomas
Where's the email debug log in 9409?
Where's the email debug log in 9409?
enable emails and replies that occur after
Hello ManageEngine, We turned on the feature to enable emails from unknown users and Enable email command (based on the subject). This worked great with one exception. When additional email replies occurred in relation to the original request such as an 'out of office' reply or an 'email ID to notify' that was entered incorrecly in the initial correspondence, we found that additional requests were created for these replies. Is there a way to connect these additional emails that are created to
SLA statistics not correct
We have a problem to get proper SLA statistics for our Incidents in SD+ and Analytics The process We register a ticket (status open), assign a SLA (5 working days 9 hour per day) and work on the ticket until we can resolve it (status resolved) Some of the tickets are set in status pending (that are OK). The time the ticket is in status pending shall not be included in the calculated time to resolve. Example: SLA 8am to 5pm every work day ( 9 hours) Ticket created day 1 at 8am Ticket set in status
Permanently remove email addresses from CC field
Hi, Is there a way to remove email addresses in the CC field that users include in their email to the service desk? E.g. Someone emails the service desk, and CCs an erroneous email address. We can remove the email directly when doing a Reply, but when we Resolve or Close an incident it sends a notification to the erroneous CC'd email and it bounces back, thus reopening the ticket. We still want to send a notification to CC'd users when we resolve or close a ticket, just not to emails that are incorrect.
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