Adjust request based on e-mail reply
Hi, Question is regarding Service desk Plus in Cloud. Situation: - Request is created and Group [Dev] is assigned . - When Group [Dev] is set in ServicedeskPlus, email notifications is sent to Dev Mailbox . - Dev receives e-mail with request content - let say without link to ServicedeskPlus. Question: Is there any easy way to adjust f.e. Group/Technician based on information in e-mail reply? Now it would be perfect when Dev reply to this mail. Response is saved under request and Group is automatically
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. If you're not already using Analytics Plus, download your free, 30-day trial today.
Functionality of the Role AERemoteControl
Hi, Could you please explain the functionality of the mandatory role, AERemoteControl in SDP.
Task Approval
We want to use the User Onboarding template workflows to create new user accounts. Part of the workflow is to assign tasks for each process: 1. AD Account 2. Email 3. Build PC 4. Access to specific applications. Currently it is our HR team that will initiate this process and then it will flow to IT to finish. Our policies state that we need to get specific approval for specific applications and network folder access from different business members. Once the original incident is approved, no one
(SDF-70570) Schedule status change option when replying to request
I make frequent use of the automatic status change (marking a request as on-hold, set to automatically change to open at future point) as in my environment there's lots of lab equipment and we need to coordinate access to it. As far as I'm aware the 'Schedule status change' option is only accessible if you 'edit' the ticket and then change the status. It would be extremely useful if the option also became available if you set a request's status to 'on hold' when replying, as often a conversation
Servicedesk Plus - huge mdmp file in bin folder
Hello All I have a problem with my SDPlus Instance. 10.0 Build 10013 on MS SQL database. Inside bin folder I found lot od mdmp file over 1,5GB. and lot of log file with PID number in filename . I don't know what is the reason and why mdmp files are created. log file and support file in attatch Another problem is that from few time ago asset started mixing data. for example. I create PO for dell e5470 with service tag xxxxxxx , deliver an reconcile assets with PO. and after few days I found another
Alert technician by e-mail when there is a new reply for the request.
Our technicians does not receive alerts when there is a new reply for the request. I think it happen when we migrate to 10.x version. What can we do to solve this situation. Other alerts works well.
Masterclass – ServiceDesk Plus online training series starts May 14th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
URGENT : Technician not receiving an email indicating request has been approved
Hi - Recently, technicians have not been getting email notifications that the requester has approved the request. Is there a way to enable this? Or is this a bug? Thank you.
Manageengine servicedesk plus - AD Users fetching
Hi There recently at my work place i have started experiencing problem with fetching new users information from our AD And as well deleting or updating the Technicians on the application, how can i solve this as me as an administrator im able to log in with no problem?
ServiceDesk Plus 10021 Released
Dear Users, SDP 10021 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Request: SD-77990: Clean up schedule keeps running even though there is no request in the trash. Others: SD-78298, SD-78308, SD-77454, SD-77920, SD-78309: Performance issues in catalog templates and API. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Change Blackout Periods
Hi there. We have been using ServiceDesk Plus for a very short time and finally started using the Change Management module. There is a question about Blackout periods. There are times throughout a calendar year where we are not allowed to make any changes on Infrastructure. We would like to block out those dates in the Change calendar so that when someone tries to request a change they are either not allowed to or a message is presented stating that they are making a change during a blackout
Cannot Close Ticket
Hi, I got a problem to close a ticket in a service request. I tried several times and edit the template and assign to respected technician but a result still fail to close a ticket. The problem is when I put technician the technician column still show not assigned.
Manually Add Assets
Over half the devices we use in the company I work for are thin clients that we can not load the agent into. So I need to be able to manually add them to the assets database for tracking. How can I do that?
(solved)Is current Requester Merge tool still valid for v10?
(solved) Is the Requester Merge Tool published here: http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/requester-merge-tool-from-v9-2.html# Still valid for use with 10.0 Build 10016 ? We have a ton of duplicate and redundant requester data to clean up. Thanks in advance!
Remove the Mandatory flag on the Criteria section in Custom Triggers
Hello, i need to remove the Mandatory flag on the Criteria section in Custom Triggers. I found this documentation that says to run a query to remove the flag, but where and how do i do this? See https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html and look in the blue highlighted section. Thank you
WAL_archive folder around 100 GB
Hi, Under ManageEngine > ServiceDesk > pgsql > data > wal_archive folder is around 100 GB size. I have already read this post here. When i compared the contents of the existing archive.bat file and the one downloaded from the post i found it to be same. I just want to clarify if it is ok to perform the steps mentioned in the post in this scenario. Regards Rayeez
Task comments and resolution
Is there a way to show comments from tasks in a resolution? Our specific use case is: We have a template that is used to report potential safety hazards. For the resolution we typically list resolution (obviously), actions taken to mitigate hazards or any repeat of incident, and employee retraining after incident completed by (name/date). I would like to create a new template that uses a workflow to turn the "mitigation" step as well as the "employee training" step in to assignable tasks. Upon task
The service desk menus do not appear
Hi team, I login to the SDP and it does not display anything, it does not display the menus. how to fix this error.
Query report for time elapsed per technician for each request
Hi I need Query report for time elapsed per technician for each request like attach file Adilah Request ID Technician Time elapsed : 7010 adams 17:45:12 7010 steve 10:15:00 7010 verna 01:15:22 7011 ............. 01:15:22 7011 ............. 01:15:22
ServiceDesk Plus Sites
I'll start off with a question. Are sites needed for my organization? Now the reason I ask. I was not part of the group that initially set up our ManageEngine products for my organization. I've been in it for about a year myself and in that time I've realized that many things weren't set up in the best use manner. I'm sure this is from lack of understanding since it was all a learning process. And once things got to a point where they worked, it was kept that way since it was good enough. I work
CMDB API - Access Denied for Admin account
Hi, I am using CMDB API to get assets related to particular CI (Business Service). For that purpose, I am using below API with technician key from Admin account but I am getting error of 'Access Denied'. API: https://help-test/api/cmdb/cirelationships/<CI NAME>?OPERATION_NAME=read&TECHNICIAN_KEY=<ADMIN TECH KEY> Here <CI Name> is Business Service name. Response: "message": "User does not have requisite permission to view relationships for CI other sites.", "status": "Access is denied.", "statuscode":
ServiceDesk Plus - incoming emails not fetching
Hi, think this is going to be a long shot but here goes. Version: 10.0 Build 10019, just upgraded to see if it would solve the issue. Inbound emails, fetching from a mailbox has been working fine, the smtp version to send is still working. If I double check the details and click save, it reports all saved but could not connect to the mailbox. I've tried to connect from another service using POP and IMAP and all have been successful. Also I am unable to find any logs reporting failure on fetching.
Can't login with SDADMIN accounts
I Downgraded some ADDC on my domain, and one of them was the server where I authenticated my login accounts. Now i had 2 SDADMIN accounts, but both are domain accounts, and because the domain controller authenticated my accounts for login, now i can't login with a SDADMIN to change the ADDC server to authenticated. Is there a way to upgrade an account to SDADMIN without the UI? or to change the ADDC server where to authenticated?
Cleartext Submission of Password
With our recent PCI audit it has been discovered that our version of SDP has a vulnerability with Cleartext Submission of Password. We are currently on version 10.0 Build 10014. Is there a way to stop the submission of cleartext passwords? Please advise,
SDP 10013 - Adding approval Stage without editing notification mail
Hi, after upgrade from 9.4 to 10.0.13 (on postgres) there are diffierent behaviors in requests "Approvals" section: - Add Approver in Stage One > you can add technicians/requesters AND customize the notification mail (its' CORRECT) - Add Stage > you only can add approver WITHOUT customizing the notification email (it's an ISSUE) Thanks for your help alessandro
How can I hide the Domain box from the login page...?
we need to make our login page to look likes this Is there any way to hide the domain option in the latest version..? I tried to customize the login page but I couldnt hide the domain option..!
Move\export request details on closure
I have two requests that might be interwoven. 1. When a request is closed are there any scripts or triggers that will allow me to export certain fields and the attachment to a folder location as a CSV? 2. When a request is closed are there any scripts or trigger that will allow me to move certain fields and attachments to the contract module as a new contract? My compliance team is using SDP now for new contract review requests. When they complete the request we are trying automate two things.
restore project
Is there a way to restore a Project that was accidentally deleted? User did not see a message asking if he/she wanted to delete.
Time elapsed equal to 00:00:00
I've analysed the reports of last month in more details and I saw that for some tickets the 'time elapsed' is '00:00:00' with the 'request status' on 'closed'. The 'time created' is 'May 4, 2018 08:35 AM' and the 'close time' is 'May 4, 2018 10:32 AM' . Any one an explanation or a direction where I should go to analyse this. For the same month, we 've tickets were the 'time elapsed' is correctly calculated. regards Koen Vlemincx
Organization Roles
Can you help me understand the difference between Site Manager and Site In Charge ? I guess we can make it what we want, but I would like to understand what is the best practice. Maybe provide some examples? Is the Site in Charge is typically the Head of the Site (CEO) ?
Query to show how long a group owned a request
Hi, The following query works as intended: SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Technician", max(std.STATUSNAME) "Request Status", max(tech.first_name) "Due by Technician", max(g.queuename) "Due by Group" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN
[SOLVED]Technician on Leave
Hi All, I have another question, how can i set technician on leave to not received any request? Because i tried and apply comp leave to a technician on today's date, and create a request specific to the technicians group. With tech auto assign enable running round robin, the technician that is on leave on that group is still receiving request. Need help on this. Prompt reply is much appreciated. Thanks.
Report for time spent across requests, tasks and projects.
What I would like is a report that shows time spent on requests as well as tasks. So far I'm able to create a report of the following I'm happy with. Request ID Assigned Technician Requester Subject Time Spent Time Spent Description Request Status SELECT "rctd"."FIRST_NAME" AS "Time Spent Technician", "wo"."WORKORDERID" AS "Request ID", "ti"."FIRST_NAME" AS "Assigned Technician", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "ct"."TIMESPENT" AS "Time Spent", "ct"."DESCRIPTION" AS
Adding User to the Active Directory Group upon Service Request approval
We need to have functionality to add user into the Active Directory Group upon Service Request approval. Please let us know how we can achieve it. Ashish Kesarkar Mumbai, India
AppendOnRequestReferences
Dear all, explain plz for a newcomer how to disable this: SDF-65393: Email reply gets auto merged as conversation based on email header (in-reply-to header). This feature is enabled by default .It can be disabled through the Globalconfig Table in the database. [Parameter=AppendOnRequestReferences]. Thx!
How to Bulk Assign "Service Request Approver" to users mentioned in CSV
Dear All, We have 500+ Approvers in our organization. We have to modify each and every person manually for assigning "Service Request Approver" role. This is not easy task for 500+ Approvers. Please give us the method to update the approvers by importing CSV File.
Requester approval log
Is there some where in SDP we could trace the approval made to a requester? when we query requests by requester, its Request details does not show the entire workflow for a particular ID, just the initial request, but a approval log for respective requested would be useful for future reference.
[SOLVED] Duplicate Technican
We are in the process of cutting over to Office 365 and I am a test user. We are planning to rename our login names (UPN and pre2000) on A\D to make details more uniformed. . As part of the testing I changed my A\D login name (UPN and pre2000). To cut a long story short I had to recreate myself in SDP as a technician logging in via the domain. This has resulted in my name showing up 3 times under technicians. In future plan to merge the remaining technicians. I followed this thread: https://pitstop.manageengine.com/portal/community/topic/duplicate-technicians however
Remote Control Tools - Command
Allow the ability to put in a full path in the remote control tools that might contain spaces by allowing quotes around it (like any other command line execution). IE: "C:\Program Files (x86)\Microsoft Configuration Manager\AdminConsole\bin\i386\CmRcViewer.exe" $DEVICENAME Should launch it correctly, but it doesnt.
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