Survey variable fields for ticket number and ticket title or subject
Team, We have not been able to use the variables for the ticket number and subject of the ticket in the email inviting the requester to a survey once the ticket has been closed. In the Configuration Wizard - User Survey - Survey Settings, the $RequesterName and $SurveyLink work fine, but the information in the $SurveyLink doesn’t has enough information as to inform which is the issue of the ticket and the ticket number. Please advise what are the variables that we can use for the fields for
Copy Incident Template
It's helpful that you have the option to make copies of Service Request Templates, but there should also be an option to make copies of Incident Request Templates. Jeff
Unable to connect to Exchange 2010 mailbox
I'm having an extremely hard time trying to get SDP connect to the mailbox. The credentials to access the mailbox are correct. SDP keeps showing this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I'm seeing this event ID 12014 on the Exchange 2010 server: Microsoft Exchange could not find a certificate that contains the domain name mail.fqdn.domain in the personal store on the local computer.
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail. # Tickets can be assigned through incident and service templates. Smaller organizations with a handful of technicians
Microsoft Power BI Desktop Configuration
Good day, Is anyone willing to share any information on how to configure Microsoft Power BI Desktop to display reports based on information collected from ManageEngine ServiceDesk Plus. The database is MSSQL 2014. Thanks for the support team, I greatly appreciate it. Regards, Stephen Henry
ServiceDesk Plus 10 Released
Dear User, We are delighted to share that we've reached a new milestone today. Available immediately, ServiceDesk Plus 10 comes with a bunch of highly anticipated features and bug fixes which includes, Request Life Cycle With Request Life Cycle, you can predefine the set of statuses each ticket goes through, and specify the conditions and actions for each status change. The best part is that you can design all of this using a simple drag-and-drop interface. This ensures clarity and consistency in
[SOLVED]Issue: Assigned Technician does not apply
We upgraded to 10010 on Wednesday and have noticed that when a technician is assigned from the main request list or from within the request sidebar, the assigned technician does not stick when using the request details wizard. 1. A tech is set for an unassigned ticket 2. The Request Details wizard pops up and prompts the user to complete mandatory fields 3. The user completes these fields and clicks update 4. Upon submission the previously selected Technician is not assigned (Technician is set as
error tryign to migrate from postgres to SQL, please help
INFO: ErrorCodes :: {MsSQLErrorCode={207=1011 - ER_WRONG_COLUMN_NAME, 2627=1001 - ER_DUP_ENTRY, 547=1016 - ER_ROW_IS_REFERENCED, 8115=1014 - ER_TOO_BIG_SET, 8114=1017 - ER_WRONG_VALUE_FOR_VAR, 515=1004 - ER_BAD_NULL_ERROR, 110=1008 - ER_WRONG_VALUE_COUNT, 8152=1018 - ER_WARN_DATA_OUT_OF_RANGE, 109=1008 - ER_WRONG_VALUE_COUNT}, AdventNetErrorCode={1032=1032 - ER_MIX_OF_GROUP_FUNC_AND_FIELDS, 1016=1016 - ER_ROW_IS_REFERENCED, 1017=1017 - ER_WRONG_VALUE_FOR_VAR, 1018=1018 - ER_WARN_DATA_OUT_OF_RANGE,
[SOLVED] Upgrade from ManageEngine ServiceDesk Plus 9.4 to 10 Attachment path cannot point to the directory inside servicedesk home
having an issue upgrading servicedesk. Enter the patch file to install:/update/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Admin >> SSP: Configured attachment path cannot point to the directory inside <SERVICEDESK HOME>. Please reconfigure and restart the upgrade. Service desk home folder is /servicedesk/Servicedesk attachments was located in /servicedesk/Servicedesk/Attachments I moved the folder back one dir to /servicedesk/Attachments and changed the settings in settings.do but i still
Java.exe Process 100% CPU
Hi Team, I've currently got the Java.exe file renamed on my server as if it's allowed to start it consumes 100% of the CPU. I've had a look at numerous other forum posts regarding this matter but most of them don't have resolutions in them but end up contacting support directly. Is there a fix for this? Thanks guys!
I can't install ServiceDesk licence file on CentOS 7
Hi, How can I install licence file on CentOS 7? You can see inn the attachment. I need help. Thank you, Regards, Mustafa
[SOLVED]Troubles finding fields
I am looking to find the location of the below fields within the database. This is under a request, and properties. If someone can just point me to the table that would hold this content I will be able to link it how I need it. Thanks in advance.
Onhold notes under request notes
Is it possible to have the notes that we insert when we put the request onHold under the main-notes of the request? maybe in this format: "request Onhold with this reason: <text>" Is much easier to check the status of a request on the main page and know why a request is onhold. Thanks Regards Stefano
[SOLVED] Worklogs and resolving tickets now a PITA
Hi, Prior to upgrade, technicians could: 1. Enter resolution 2. Choose resolve. 3. Add worklog, ticket resolved Post-upgrade: 1. Cannot enter resolution as first step. 2. Cannot choose resolve as second step. A worklog has to be created first before resolution and resolved can be entered. While not a "show-stopper". certainly a pain in the .....
Assets
I have a two part question/issue. I need a way to track consumables other than running a report of what has been received. I need to know where they were used and who used them for billing purposes. I also need to keep an inventory of said items (i.e. jump drives & replacement laptop batteries) to make sure we don't run out. From what I can find, Service Desk Plus does not track any consumable asset. Has anyone figured out a way of doing this? Second, while in a service request, is there a way
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
SUGGESTION - Re-ordering template tasks
We currently use quite a few request templates, each with their own set of tasks that need to be completed before the incident can be closed. However, sometime we have the need to insert a new task. Is it possible to change the current database, or would it be possible in future, to be able to re-order the tasks so that they follow a logical order please? Many thanks
HTML Formatted Description from Database
We have a need to display the original email body in a sql server reporting services report. From what i have seen, i haven't been able to get the original formatted email body unless i access the request using the REST API, which SSRS doesn't support. Is the description stored somehwere in the database formatted? The description field in the WORKORDER table only displays the unformatted text of the original message.
[SOLVED] Update fields from email
Hi, is it possible to update fields from requests and/or changes throguht incoming e-mails? If not posible, there are some functionality like that? This external events may be produced by non-login technicians. Thank you.
Data Archive
I am not sure how many records are in our archive (at least 6 years), but there should be another feature added to purge records out of the archive. I would like see another option of data archive to purge the archive of old records. Of course make this configurable like the archiving options. Thanks - Craig Rice
How to track accessories in asset management
I would like to explore tracking of keyboards, mice, headsets, etc in Asset Explorer, but it seems that the "Asset Component" feature forces me to associate these items with an asset. But for example we have hundreds of thin clients all used by different users throughout the day, and no easy way to associate a keyboard with a particular thin client nor would I want to because I don't care to track them that closely. I'd rather either associate them with a user, or just track a certain quantity so
Unwanted line breaks in notification templates
Why html-editor insert <br> in the end of every <div></div> ? This behavior is very strange and frustrating when customize notifications. And it breaks my templates. I want to control html code myself, without any auto-substitution and auto-formatting. How disable this?
[SOLVED]Distracting popup when changing fields
Hi, I like the idea with the popup window in the later versions of SDP that shows up to help the user when mandatory fields is missing in a request. But in some cases it's quite annoying: For example when our users are switching between different sites and are trying to select a support group (field is mandatory) contained in that site there is a delay where the system locks up before the help window shows. In this case, the help windows isn't really needed. Most of our users know that they have
Business rule. Only show:
When creating a new rule, you need an action - "show selected options". I do "Delete Options" and "Add Options", It is very difficult to add a large list in the "Delete Options"
IT analytics in 90 seconds: Track the efficiency of your knowledge base
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[SOLVED] Wrong Survey URL (after install SSL)
Hi, After installing the SSL certificate on our server, the survey is sending the following URL to our customers: https://servicedesk.netglobalis.net:80/sd/SurveyDetails.sd?action=loadSurvey&surveyData=188799dea5a03da0c5688e7afe97627011b2a1c0&locale=null Which sends connection error, this because HTTPS is doing the query to a port 80 (not 443) and clearly this shouldn't work like this. Also the ServiceDesk settings don't allow me to modify the URL. (If I delete the ":80" or adds "443" works perfectly)
[SOLVED]Conversation Issue
We use ServiceDesk Plus OnPremise 10.0 Build 10011. When i try to download an attachments (DOCX,etc) from conversations obtain a JSON File with: {"response_status":{"status":"failed","messages":[{"status_code":"4001","message":"Value provided for field(s) [notification] is invalid","type":"failed"}]}} Can you help me? Best Regards
[SOLVED] Problems with simple script
Good evening, I've been working on creating templates for various business needs. I keep running into an issue where my basic script gives random results based on the condition field. This is the script, it simply pulls one field and adds it to the existing subject line. var Office=$CS.getText("WorkOrder_Fields_UDF_CHAR9"); var Subject=$CS.getValue("SUBJECT"); var new_subject = Subject + " : " + Office; $CS.setValue("SUBJECT", new_subject); In this case, I don't need it to
.DAT attachments in tickets
Hi We are running version 9.3 Build 9301 I'm noticing a large number of .dat files being included as attachments in replies created from the SD portal. These show in both Outlook, and webmail - and have never been attached by the Service Desk users. Can you advise on: a) why this is happening b) what can be done to clear this Note - when composing a reply within ServiceDesk - you do NOT see these being present as attachments. Regards, Scott.
Site Selection for Roaming Users
We have users that work at different sites as we have multiple satellite offices. Is there a way to allow the user to edit the site when submitting a request in SDP?
Remove Requests list in Ticket view
My company just upgraded to ServiceDesk 10.0 Build 10009. Now when we open a ticket, we get a list of requests on the left, which is a complete waste of screen real estate. Why on earth would I want to see a list of tickets if I'm trying to focus on one individual ticket?? Is there some way to turn this off?
Are there any known issues between the asset management agent for SDP and Avaya's ACCS?
We have a third party vendor who assists us with our ACCS implementation for our call center, who says there are known incompatiblities between ManageEngine products and ACCS. Is anyone familiar with this? Thank you! Todd
On SDP 10, let us customize the left-hand pane on requests
We like the new layout of requests but would like to be able to add additional fields on the left side pane. For us, this view is used to triage tickets and to flip tickets between technicians. We'd like to be able to view the 'Assigned-To' and 'Priority' fields. Adding fields would behave like the main request list.
Slow graphical performance in IE11
Hi, Testing out SDP 10012 and the graphical performance is very slow in IE11 when browsing the requests overview/list. Works much better in Chrome and Edge but (unfortunately) we're stuck with IE11 as the default browser for all of our users due to company policies. Is there anything that can be done about this? Tried to illustrate the slowness in the attached GIF. Regards, Alexander
integration (Outlook API integration)
Dear Team, Kindly can we get more information on the Integration (Outlook API integration) what's the benefit and if there is any documents help me out the use this future
[SOLVED]cant login to restored test system
HI Ive created a new server to run as a test system (server 2012) installed the same SDP version as the production server. started the test system (works fine), stopped the system. Transferred the database to MS SQL started tested working then stopped. Restored backup from live system, chose no on the is this production dialogue box. Restore is fine. Start system, get login page with our domain and local authentication drop down as expected. Then when i try to login as local administrator i get username
[SOLVED] "Reply a request" Configuration
How to configure "Reply a request subject"? My configuration is: RE: ##$RequestId## $Title But, when I try to reply: RE: ##6229## RE: ##6229## Test Y1 Ver. 10.0 Build 10010
Not all tasks are visible
Tell me how to display all tasks in the list? As can be seen from the screenshot below, the right side (Specialist - he is the department’s manager) does not display all tasks (created by him for one specialist), although on the right side you can see many more tasks (logged in under the service desk administrator), I gave him full access (in the Roles settings), put down all the access and all the groups (in the settings of the expert), but the remaining tasks do not appear in the task list. For
Software Summary
Why would two technicians having the same roles see different numbers on the Software Summary page?
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