Automatic support group determination based on SAP transaction
Hello, There is an interesting post about requests coming directly from SAP into ServiceDesk Plus. Using this integration, your tickets will be sent to the relevant support group immediately, without any effort from the end users or the agents. https://sta-technologies.com/automatic-support-group-determination-based-on-sap-transaction/ Hope you find this interesting. Cheers, Tamás
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
SDP - Problem connecting to mailbox
Dear Support Team, Still fighting with a common problem mail fetching from Exchange 2013. Tried everything, all the protocol, ports, enabled/restarted services. Everytime I get FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Please assist.
Custom Trigger Not Working - "Set Request Status to In-Progress upon Requestor Reply"
Hi Folks - In month's past, I implement the solution located from this topic: https://pitstop.manageengine.com/portal/community/topic/how-to-set-request-status-to-in-progress-when-a-client-responds-to-request However, with the 9.14 upgrade, it's not working anymore. I'm also not seeing anything logged in the System Log Viewer. Can someone please recommend a solution? Thanks!
Upgrade failed from 9300 to 9335
I took a snapshot of the VM. I took a manual backup and then did an upgrade. While upgrading it pointed me that it wil not support IE 9 anymore, and I said yes and proceeded. Then it asked me to backup again in GUI. I said YES. as I said YES within seconds I got a message Upgrade failed. I reverted back to the oirginal VM I took a snapshot. I forgot to take a copy of the bakcup file and keep it separate bust just did a REVERT Of the snapshot. Now I get an error message. The services keeps stopping
Change incident catalog icons
Currently using the professional edition of Service Desk Plus and have been building our incident catalog, however, I seem to be unable to modify the icons that are displayed next to each service category without having access to the service catalog module which is slightly bizarre. I found a post (https://pitstop.manageengine.com/portal/community/topic/changing-service-categories-icons) from 5 years ago and SD-49758 being attached for development but nothing since. Am I missing something or has
The most basic ticket reporting - how to?
I'm new to my position as Director of IT and I've inherited a SD SaaS implementation. We have a 3 tech team - with the bulk of tickets falling onto our Tier 1 member. SD is very rich in its reporting - but it seems to leave out the basic metrics that - at least - I'm looking for in the pre-made reports. - How many tickets did we receive last month? - How many did we close? Can anyone point me in the right direction - especially one that doesn't involve creating such a report? Thanks.
Requester - Format for E-mail Id(s) To Notify
What's the recommended standard delimiter for e-mail Id(s) to notify field? Which of the following? A. semi-color (;) test@gmail.com; test1@gmail.com; test2@gmail.com; B. comma (,) test@gmail.com, test1@gmail.com, test2@gmail.com, C. dot (.) test@gmail.com. test1@gmail.com. test2@gmail.com. D. space ( ) test@gmail.com test1@gmail.com test2@gmail.com E. Copy and Paste from Outlook Test <test@gmail.com>; Test 1 <test1@gmail.com>; Test 2 <test2@gmail.com>; How do you convey this format to the end users?
Comments Not Displaying Correctly in Reports
Hello, when we run our weekly project reports the milestone/project comments are displayed with extra line breaks and occasionally some HTML code. This just started since upgrading to version 9414. I've attached an example of how it looks when entered into project/milestone comments vs how it looks in our report. We are on version 9414 and use MSSQL. Please let me know if you need any more details. Thank you!
Asset managing
Hey, i'm trying to manage my IT asset laptop, normally i would have selected a OU and scan periodicaly these device without installing an agent. I see I don't have that option I can only import CSV. How do you manage your asset ? Is there a best practice ? thanks,
Deletion of old patches
Morning, Lucky here from South Africa My patch folder is 13.2GB big, i have patches dating from 2014 up to date, my last patch is 9.4.0-SP-0.16.0 . What is the impact if i delete old patches from 2014 - 2017 to free up space on my server? Are the patches interdependent ? Regards Lucky
Migrate Servicedesk plus from v9.3 build 9300 to v9.4 on a new server
I am planning to migrate the servicedesk plus to Windows Server 2016 and I would like to migrate the older version to the newer version. I see that you all are saying that the DB can only be migrated from the same version. So, what if I install the newest one on a Win2K16 server and want to have the older data to be imported to the new one, how can I do it? Appreciate your feedback. Thanks in advance!
Purchasing Webshop
It would be great if we could have a webshop page in SDP so our customers can raise a request for new equipment by simply selecting items from a webshop style page, then this to be linked to the purchasing section and following the approval work flow etc.
Report on Shared Requests
Possible to get a report that shows shared requests (incidents and service) on hold status? Would like who shared with, when shared, requester, technician, title, request #, created date. using ver 9413 on MSSQL Thanks
technician notification rule is not working when a new request is created
technician notification rule is not working when a new request is created, did anyone got any idea about this. our build is 9.4 Build 9416.
Some of the Technicians not available suddenly.
Hi All, I have removed one Admin user from ServiceDesk plus. After that, some other users got removed from Technicians list. While assigning the ticket I am to view the technicians. But While closing the request automatically goes to the unassigned state. Is there any options to retain back. Thanks, Vinoth.
Java tunning
Hello, Which can be the best optimal values for: wrapper.java.additional.19=-XX:PermSize, wrapper.java.additional.20=-XX:MaxPermSize, wrapper.java.initmemory and wrapper.java.maxmemory when using Windows server 2012 R2 64 bits and a 64 bit version of Java
Tasks Management - How to give technicians access to "open tasks" and "all tasks"?
How to give technicians access to "open tasks" and "all tasks"?
Service Desk Plus - Notification Rules
Hey There, I have setup the free version of service desk plus (5 technicians) I have Notification rules setup eg: Acknowledge requester by e-mail when a new request is received. They don't seem to be sending out automated replies. Is this functionality available on the free edition? Thanks Matt Also – the email settings are all working I can send and receive emails through the service desk no problems.
New Survey Report
Hello, Could I assign Survey Report to an user that isn't Admin? This report is very useful if you are able to share it with users that aren't Admin. Best regards Sebastian
SMS integration by SOAP
We are trying to integrate SMS through SOAP but we would like to know if it is possible. Thank you very much
Making reply text by technicians stand out?
Is there a way to automate, in some fashion, formatting of the text in a technicians reply? I wanted to make sure that the reply of technicians really stand out to requesters, so that it's the first thing that catches their eye in the emails that get sent to them when their ticket is updated. Maybe highlighting the text or changing the color of it, or maybe even bolding the text. The issue is that counting on technicians to do this themselves in the portal, or when replying to the assignment email,
Query Report
Hello, I would like to build a query report showing me a list of all tickets have been updated or changed, or even added a note by a Specific Technician. It would be great if you can provide me the query for this report…. SDP Version: 9414
RSS Feeds for Announcements
Hello, We have recently purchsed SDP, and have a novel idea. It would be very handy to have an RSS feed, which we could intergrate into our staff portal. So staff can instantly see announcements from SDP, without the need to go directly to the SDP Support Desk. Cheers, J @ Surrey Satellite Technology Ltd
Mandate asset field
Hi, I am looking to mandate the Asset field in an Incident Template (probably in other Templates too) but cannot seem to find it using the Hide Field in Field and Form Rules? Can anyone help?
Mandate asset field
Hi all, Has anyone found a way of mandating the asset(s) field in a ticket using a script? I currently have a window prompt to remind users to provide their PC or Laptop number but we're finding that it's being ignored. Thanks.
'Pinned' Solutions in Self Service Portal
Currently in the Self Service Portal settings, there is an area called "Popular Solutions" It would seem the function of this section is to show Solutions that have been marked as available to the Requester, and rank them based on the amount of views. The problem with the above is that if we have 30 solutions published in total, not all of these will fit on this front screen. The amount of views will also push certain solutions off the front page, and most requesters are unlikely to search the Solutions
Add dependency among Pick List Values - External Database
Hello! I have a scenario similar to this: Scenario: Creating Country-City-Support Rep dependency. When we choose Country, City field should automatically populate with available cities of that country. When we choose City, Support Rep field should automatically populate with available Support Rep in that City. But the pick list values are very big and the values are in an External Database. Is there any way to obtain this values from the External MS SQL Database and dependency? Could you help me
Capability for requestors to create a request with the choice of leasing multiple assets
Hi community, At our organization we provide our users a variety of assets to be leased (loaned) for specified amount of time, primarily to be used when they travel for work outside of the office. Current Process 1) Users fill out a Microsoft Word form with the asset(s) (iPhones, iPads, laptops, GSM phones, etc) they would like to lease, the dates and the location they are planning to be in. 2) The form is then submitted as a Word doc via email that goes into our requests queue. 3) The technician
Can we connect SCCM database And Service desk manage engine CMDB ?
Can we connect SCCM database And Service desk manage engine CMDB ?
Sharing ticket conversation update with group members
Hi All, I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it. So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation
User Survey not working
Hello, After update to 9413 our user survey not working :( User see error from attach 1.jpeg. When I try edit survey configuration I see error from attach 2.jpeg. Also I can't see survey reports. Because no data available. What I need to do to resolve this issue? Regards, Anton
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Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
Automatic notification to Technician for old Requests
Hi all, Please share a few points in how can we configure a feature that will send automatic notifications to Technicians when a specific time interval has passed and assigned tickets were not edited/updated. This should be active only for specific Statuses. Is this feature possible to accomplish in Servicedesk Plus? Thanks a lot for your help.
filelist.txt does not exist in the selected backup
Hello, I'm trying to migrate ServiceDesk Plus from a Win2008 R2 server to a Win 2016 server, both running 9414. The backup from the Win2008 R2 server says it has completed successfully but when trying to restore the data on the Win2016 server, I get a message saying "filelist.txt does not exist in the selected backup file." The backup folder that was created has six files part_1.data through part_6.data. I'm trying to use the part_1.data as the selected backup file. I did take another backup that
Can't import conversations
Hi All, I am trying to import tickets data into our SDP instance. I can import the requests themselves, but when I try to import the conversations, I get the errors that look like this, for all conversations: 0489001 Failed Exception while trying to populate table Notification, for the sent notification. As you can see they don’t tell much. The import fail with this error even if I import only the mandatory fields. Does anyone have any idea what I could be missing? See attached, a sample of the csv
Office 365 Certificate Issue Mail Fetch
Hi Guys, As many other people here we have an issue with the mail fetch function in Servicedesk Plus. The following error can be traced back to the logs: Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target; nested exception is: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException:
Custom Report
Hi ManageEngine I was hoping to have assistance with a report I need. I need to create a report each month for each account with the following columns; RequestID Subject Priority Request Status Requester Technician Created Time Created By Group Category Subcategory Response SLA (pass/fail) Resolution SLA (pass/fail) Your Version : 9.4 Build 9404 Thanks in advance, Adam
ServiceDesk Plus and Dashing
Good afternoon! Recently, we started to use (test) ServiceDesk Plus. We really like this system and we continue to study its possibilities and We use the OpenSource system "Dashing" and output various information. We would like to display information on various dashboards from ServiceDesk Plus. Dashing can work with api, but I can not get data or can it be better to receive data directly from PSQL? Can you help with this?
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