Forward email into SDP and preserve requester
Hi, In my environment it is very common for requesters to email technicians directly. At the moment the technicians manually create an incident on behalf of the requester, but I am wondering if there is a way whereby the technician can forward the email to SDP from their email client, and have SDP pick up the correct requester address. If they forward the email at the moment SDP sees the technician as the requester. I have tried the 'mail redirect' extension in Thunderbird which nearly works - except
ServiceDesk Mobile Notification Error
Dear ME, We facing error when updated to the latest version ServiceDesk Mobile for Android. You can refer to the attachment for your reference. I want to know what the impact to our current system prior to this error. Thanks Error
SDP: We do not send letters to specialists specified in the technical support group settings
Hello. Found that when assigning an request to a technical support group, no notifications are sent by mail to selected experts specified in the group settings. We want darn notifications to be sent. Sincerely. Igor Stepanenko.
[Solved]Emails not getting flagged for deletion
Just started yesterday afternoon. 2:23 fetching happened, and then those emails were deleted from server. And then 2:24 fetching happened, and emails stopped being deleted. This resulted in 100's of extra tickets being created for emails that were already fetched. We have stopped and restarted the ME service, and the entire ME server as well. And also stopped and restarted fetching. Anyone have any ideas?
[ SDF-39758]Task Dependancy: Bread crumb
When viewing a task that is a dependancy - it would be nice for Technicians to have a visual cue of the parent task or that the task is a part of the map. Having a bread crumb path beside the Task number/title could accomplish this OR a separate field similar to Requests that indicate the Task is linked to another.
HTML Editor for Service Catalog Templates, or possibility to use a File-Link in the Templates
Hi I use build 10014 I'd like to create better templates in the service catalog. Actually I'd like to add a flie Link to pdf Information on a server. At the Moment it is only possible to add URL or Email Links into the template. I could do it manually, if the editor had the Edit HTML Icon, the same as it is available in the editor window of the notification rules templates. Why is not everywhere the same editor used? Regards, Markus
Exporting and Importing Templets/Service Catigories From "Test" to "Production" Environment
My Colleagues and I have two instances of the the ServiceDesk Plus one for use with our users "Production" and a "test" where we try new things. Is it possible to export a template/rules/categories/ect... from one to the other?
[PYTHON SCRIPT] Mark as FCR
Hi all, Another script I thought may be useful for some of you out there, this will automatically mark any ticket as FCR. Just create a custom trigger based and set the following: python FCR.py $WORKORDERID FCR.py url = "YOUR ENVIRONMENT" techkey = "YOUR
Link a request to another with REST API?
Hello I'm creating a new request with a script in "Request Custom Menu" and send some information of the existing request into the new one. SDP has the feature to link requests to another one. Is it possible to link the new request to the existing one with REST API ? I couldn't find the attribute for the link. Regards, Markus
Scan workstation with Windows XP operating system through the agent
Hi, In my organization we need to scan the workstation through the agent. The problem appears with some workstation that have Windows XP operating system, which we can not scan, the others (with Windows 7 or 10) are scanned without problem. We have done all kinds of tests, the scanning through the script does not work either. We assume that the problem is caused by encryption, since we have the application through SSL. We would greatly appreciate any help. Thank you.
[SOLVED]Assets change after we change them!
I have a large amount of assets that SD+, we have gone though a few of them and properly categorized them. For example, changed a Device that get set as a Router, but is actualy an Access point, and some APC's want to show up as PC's. .. Any ways we go in and change them, then the nightly scan happens, and boom. it changes it back! We can not keep track of assets if this keeps happing. and I could stop the scan but then when we want to scan something and do it manualy it will change again,.
Reply to a reply of a request.
Possibility of reply to a reply of a request. Only the possibilities are Forward Request or Resend but not reply to the person who generated the reply.
[SOLVED]Populate request details on associated tasks - More than 10 tasks
I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description Using this I was able to get the information I wanted added to the title of tasks when they are created from one on my incident templates. My technicians informed me that not all of the tasks were updating with the information. I dug into this a little further and what I was able to figure out is that this script will only add information to the first
Update to 10013 broke Populate Script
Hi, we recently updated from 10006 to the newest 10013 i just found an error that the Populate script https://pitstop.manageengine.com/portal/community/topic/script-master-16-populate-request-details-on- tasks-associated doesnt work any more. This is what powershel say any idea what i am missing?
[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want
[SOLVED] Last Updated Time via API
I can't find a way to retrieve a request's last updated time via the API. IT seems like a pretty important field when using the API for a case exchange between two systems. Is there a way to retrieve this?
Request Submit for Approval - Email Notification Options
Hi all, We are wanting to start implementing the Request Submit for Approval function shortly. However when attempting to craft the notification email, I see there is a real lack of options available. What variables are available? From what I can tell $ApprovalLink is the only variable available. Was wanting to have something like the below: Dear $ApproverName, $RequesterName has submitted a request that requires your approval. Details of the request, and the ability to approve or reject with comments
SMS notifications lag significantly
We currently have SMS notifications set up by way of a Business Rule for a particular technician group when a high priority incident is created in their group. The SMS notifications are currently sending via mobile service provider (not an SMS gateway provider); all the phones are with Verizon, so the SMS mail IDs are configured with @vzwpix.com on the end of the phone number. Probably about 70% of the time, the notifications come through as expected. The other 30%, the notifications will arrive
Need to combine Incident and SR field into one global field and migrate data
Hi folks, Does anyone have a process for this? We have two historical fields (let's call them Ext_ID and Ext-ID). One exists as a custom field on the SR and one exists as a custom field on the Incident. both are the same type. I'd like to clean this up and migrate this into one common field (Ex. External ID), but I would need to migrate the historical data from the two other fields. Does anyone have process for accomplishing this? Thanks, Adam
[SOLVED] Technician Auto-Assign - But the technician is gone....
We have a strange issue in which a technician (whose account was deleted from Service Desk and AD account moved to a non-syncing OU) is still getting tickets assigned to them. I tried to add them back but the USER_ID is now different than what it was. This makes sense, but I need to know if anyone has seen this issue before or has a thought on how to resolve. My theory is that the old USER_ID is still in a SQL table somewhere as as valid technician to send tickets. The log viewer shows the following
[SOLVED]Changing Incident Template results in INVALID_CSRF_TOKEN
Hello, We have two Incident-Templates in ServiceDesk Plus, that are unusable. Locked behind the error INVALID_CSRF_TOKEN. Whenever we change or try to delete these two templates, we get the same error.. Changes made are discarded; A delete action is ignored/unsuccessful. Both templates are very minimalistic as shown in added screenshot. Please help remove the templates and find out what the problem is, so we can prevent this error from happening again. Greets, Danny
Update User Interface for Service Desk Plus On-Premise
Hi guys, how is the roadmap for the user interface update on the Service Desk Plus on-premise version? As far as I know the on-demand (cloud) version has a different and modern user interface. Thank you for your attention and best regards, Daniele
Request Timespent Reports not calculating total time correctly
So we are finding that when we run the Request Timespent Reports by technician, It is not calculating all of the time spent on a ticket. Take for example a ticket that I dealt with on Friday. We started on it Thursday evening and worked on it throughout the day on Friday with various start and stops in the work log. At the end, I ended up with total time taken on the ticket at 6 hours and 47 minutes. When I run the report, it is only showing the last entry from the work logs when there is obviously
[Tips & Tricks] Link and Merge Requests
Dear folks, I hope this post helps you understand the difference between merging and linking requests. Link Requests: This helps keeping track of multiple users reporting the same issue and resolve them together. With this feature, technicians can link several related tickets together to keep track of larger-scale issues. For instance, when you are receiving a huge number of requests on AD server down or receiving similar feature requests for quite a while, linking them together, communicating on
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
[SOLVED] Query report for roles and permissions & business rules
Hi, I would like to extract list of roles with assigned permissions and also list of business rules. Please assist me with the queries. I'm using MSSQL. Thanks.
$COMPLETE_JSON_FILE
Does the $COMPLETE_JSON_FILE always get created? I can't find it in the location where it is stated to be and I am trying to get a Custom Script to work, get notification that script executed but get no email. Chris Trauner Network Analyst
[SOLVED]Problem sending mails with attachments to requester
Hello to all, we are experience some problems when we use reply option from request form with attachment. Sometimes requester receiving this message without attached file. No error message appear when we do this action. Could you give us some clue about how to resolve it? Thanks in advance Juan Manuel
Team Foundation Server Integration
Hello, I'm looking for ways to integrate ServiceDesk Plus with Team Foundation Server. I did a search and found few posts (and they were from 2009 at that) on the topic. Can someone enlighten me as far as what the options are? Thank you, -Charle
SLA for usual and unusual exceptions - How do you measure these in SDP?
BMC Blogs published best practice for creating SLA and one of it is also our challenge with measuring in SDP. Here's the section in https://www.bmc.com/blogs/five-best-practices-creating-slas-itsm-environment/ #5: SLAs should account for usual and unusual exceptions It’s as important to define where the SLA doesn’t apply as where it does apply. Your SLA should define any usual and unusual situations that will hold up IT service processing. Some SLA exception examples might include: All orders will
[SOLVED] Does SDP allow nested functions in query?
I'm trying to execute this: SELECT "resource"."resourcename" AS "Nombre del activo", "productType"."componenttypename" AS "Tipo de producto", CASE WHEN compDefLaptop.islaptop != 0 THEN 'true' ELSE 'false' END AS "Es portátil", "state"."displaystate" AS "Estado del activo", "aaauser"."first_name" AS "Usuario", "deptDef"."deptname" AS "Departamento", "osinfo"."osname" AS "Sistema operativo", "osinfo"."servicepack" AS "Service Pack", substring(longtodate("resource"."acquisitiondate"),1,10) AS "Fecha
Asset List - Filters (Feature Request)
Requesting the following feature for the Asset Module when viewing an asset group such as "Workstations". - Add additional filter for State for "NOT Disposed". -> It would be very useful to see a list of all items in inventory without the need to run a report. - Add another filter so you can select either just a Region or a specific Site -> Would be useful as a means to quickly see a list of all workstations or printers at a given location. I.e.: I need to see a list of workstations in DC so that
RequestLink shows old web server port 8080 in URL, even after changing the port to 80
We have just changed the web server port for ServiceDesk Plus (10.0 Build 10014) using the <<Changewebserverport.bat>> batch in the BIN folder (changed from 8080 to 80) ... worked perfectly for the web interface. However, now when e-mail notifications are sent out about requests, they are still referring to the old web server port ... and thus the Requestlink's do not work.
[SOLVED] people who are technician not shown in requester pull down
people who are technician not shown in requester pull down; but technician submit ticket too
How can i change this message, a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected
Note: Application stability / performance issues may occur when reporting reports that return a large number of records. To ensure application stability, we restrict reports to return - a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected difficulties in creating and sending a daily automatic report, because it presents an error. I would like to know that having this limitation causes you to not be able to create automation and reporting.
onhold afetr a reply
Hi is it possible to put automatically the incident or request in the status onHold when you reply to the requester? thanks Stefano
[SDP] Notification Rules > E-mail Templates for: Replying to a Request
Hello, When a user first submits a ticket, we generate an HTML email to the user as acknowledgement. By default, when we reply to the user within ServiceDesk Plus, the HTML email is included toward the bottom. If the communication is on-going, this HTML can become long and skewed. To get around this issue, we created an E-mail Template for Replying to a Request. This will populate the From:, To:, Subject:, and Body: just fine. However, we would like to include the Sent: (which is the last communication
Email a group when a requester replies
Hi, I am running SDP Cloud, and am trying to find where to configure the option for any reply goes to a group, not just the assigned technician. We are getting a huge number of tickets, so often people are chasing up a request before it assigned to anyone. As the manager, I also want to keep on top of replies from requesters to other technicians within my team. I can't find an option other than emailing the assigned technician. If someone has any ideas, assistance would be much appreciated. This
(SDF-77405)Feature request - Task - Roles
Currently, when we configure a role, we have the role 'add/editing request task'. Will be very helpful if we have these options separated. 'add request task' 'editing request task' This way we can configure better the technician role.
[SOLVED] (sdp 9422) Preventive maintenance tickets deleted, can i find when/why?
We have a scheduled Preventive Maintenance ticket that has run three times now, the first time one of my colleagues picked it up but it is no longer in the system. I do not "know" if he merged it with a previous ticket or just deleted it. The second ticket has also disappeared, i suspect that he just deletes them. There are new requests from our customers that shows that the pmt has not been performed. There is a fourth occurrence that will be triggered this week. Is there any way i can find out
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