Helpdesk Request/Checklist
Hi this is a request for functionality I would like to see in further releases of SD+ Our helpdesk are required to perform daily checks on various systems, i.e check the backups, check out applicaiton platform is up etc, at present we have to generate a seperate request for each task in the servicedesk. I would like to see checklist request functionality (template) added to servicedesk so that a daily/weekly/monthly reoccuring request could be logged to a group/technician. They would then have to
Announcements behaviour
Upgraded to 9405 and noticed a change to the behaviour of created announcements. We created an announcement on Tuesday to display to technicians on Thursday. We also created two other announcements on Wednesday which were shown immediately. On Thursday, the scheduled announcement appeared but was displayed under the two announcements from Wednesday. The expected behaviour is for the scheduled announcement to appear at the top and not in it's creation timeline.
ServiceDesk Plus 9406 Released
Dear Users, SDP 9406 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in service pack 9406 SDF:68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. Issues fixed in service pack 9406: Vulnerability SD-69461 : Vulnerability issue related to assets. SD-69294 : Vulnerability
SLA on tasks
I'd love to see SLAs on tasks and the associated reporting that can alert us to the breach of those SLAs.
Be able to provide a reply to incidents associated with problems and close them
When we have a problem ticket with many associated incidents, we would like be able to: Reply to all requesters of the incidents and have those replies recorded on the incident. Close and reply to all requesters with a response that doesn't have to be added to the Solutions Module. Thank you, Adam
create report for request status
hi, we need to create report which have only two status in history "Create by" & "closed by"(without "resolve" or "onhold" just created and after close ) and both status is given by the same user. (see attach file) we need to show report like this (see attach file "Report 1")
Request Closing When Tasks are completed
Hi, I have one service catalog for a service which have multiple dependent tasks set to trigger for some technicians. I would like to know if there is any way to close the request automatically when all the dependent task are closed. I am aware of the option in Request closing Rules. But I need this for only one service catalog. Is there any way to achieve this by a script or by any other means? I would appreciate your thoughts on this. Thanks Ahamed
Task + Request + Problem Technician Overview (Assigned Work)
Query request for a combined task/request view. We'd like to be able to run the report by Technician or by a Support Group. Fields required: - Technician (Request) / Owner (Task) - Request ID - Task ID - Problem ID - Priority - Subject (Request) / Title (Task) - Status (Request) / Status (Task) - Estimated Effort (Request -- this is a custom field) / Estimated Effort (task) - Project Title (Associated) - Deployed Environment (another custom Request field) - Dueby Time (Request) - Scheduled Start
Site Bulk Import
I have hundreds of sites I need to import, is there a way to bulk import these from a spreadsheet? Thanks
Survey Settings
Dear, I would like to ask that is it possible to do the following in User Survey, when clicking the pic
Additional Fields Limits
I was wondering if there was a limit on how many additional fields i can add for templates in the service catalogs as well as the standard incident templates.
Script to Change Request Status using Custom Trigger
Hello, I've recently installed the ServiceDesk Plus 9405 update. I've found that in the Custom Trigger is present the "When a new reply received" condition. We need to create a script that change the Request status from for example "On Hold" to "Open" when we receive a reply from the requester related to the Request itself. Actually We have set just the condition "When a new reply received", the criteria "Status" is "On Hold", but I don't know how to write the script to change the status of the related
Mail Server Settings
Hi there, the mail server settings are not liking the details for my onsite exchange 2010 server to allow email communication. please help. thanks Will
Service desk mailbox not fetching emails
Dear All, We are using manage engine service desk plus version 9.2,Recently we migrated from exchange server 2010 to 2013,we want to move thew service desk mailbox to exchange 2013 ,i am able to telnet from service desk server to exchange server on port 143 and i am able to even send email through telnet from service desk server. but the service desk mailbox is not fetching emails from the exchange 2013 mailbox,what could be the cause? Regards
Include "Share Requests" in the custom views
Hello, we are beginning to use the "Shared Requests" feature of SDP. It appears to have great benefits and use, however - we can currently only view shared requests from the "View your shared requests" filter It would be very helpful if we were able to create a "custom view", which also allowed for the selection of "shared requests" to be included in the custom requests view. This way technicians could view all of their relevant requests, including those that have been shared with them, but are assigned
[Rendering Exception] in select list
After upgrading to build 9400 I found [Rendering Exception] in the select list as per attached snapshot
unable to scan new computers
Agent has been installed on new computers but not all can be scanned by ServiceDesk. Receive RPC Server cannot connect to Agent error.
How to change Request Status Automatically
Hello, On our ServiceDesk platform, I've created some Requests status, some of them are releted to specific Hold, for es. "Waiting for user info" or "Waiting for Supplier Info". Actually the change status in a specific request is made manually, for es. from "Open" to "Waiting for a user info" and vice versa. My question is: there is a way to change the request status form "Waiting for user info" to "Open" automatically when the requester reply back (for es. via email) to a specific request? Thanks
FCR Freedom Problem
So if I a Tech CAN flag an FCR in an Incident at ANY time, how are we supposed to determine if it's valid? They are basically free to check it at any time. If I check a request as FCR, Request gets closed, Re-opened flag gets set, FCR gets unchecked, Tech resolved, Sets FCR AGAIN. I can use reopened flag=yes as a filter but it doesn't happen enough to be statistically influential. What are the odds of finding "FIRST FCR" flag set? Does that get set anywhere in the history maybe?
Is it possible to disable the Reply and Forward buttons under certain conditions?
Folks, there are two different use cases here: 1) FORWARD: We still have technicians who use the FORWARD button to try to send a ticket to another queue, causing the dreaded endless loop. We would like to disable the button for technicians. 2) Reply: I would love to be able to disable the function of replying until the technician has picked up the ticket. This isn't how everyone works, but in our environment, our techs are eager to reply to the user and get to work. However, this eagerness causes
Preventing Technicians From Deleting Announcements
Hi, Is there a permission somewhere that I can set to prevent Technicians from deleting Announcements? or, is there a way to tell who has deleted announcements? Thanks, Ken
Problem with encoding
Hi all. The problem is as follows. When creating a new task (only tasks, everything is OK in the applications), the subject of the letter does not recognize the Cyrillic and special sympholes type "() _- * / etc." which is taken from the variable '$ TaskTitel' and the text written in the subject template is passed to normal. The variable $ TaskTitel in the body of the message passes the values in normal form, rather than the UTF-8 codes. This error occurred after the update 9403
[Script] Get Number of Days Between Two Dates
I need help with the script for the field and form rules that would calculate the days between two dates. For example, user will input in 'Service Date' field then it will calculate the number of days between 'Service Date' and Created Date. I've tried a couple of scripts but it doesn't seem to be working.
Three years on and no solution for removing email addresses to be notified upon ticket closure (Feature ID SDF-58130)
The issue outlined in the following three year old post is still a major problem... https://pitstop.manageengine.com/portal/community/topic/permanently-remove-email-addresses-from-cc-field In my estimation, this is less of a feature request and more of a major development oversight. It's been three years. When is this glaring problem going to be fixed?
Prepending Makes Duplicates
Hello, I want to prepend a Resource field in front of whatever the user typed into the Description. However, when I run my script (On Form Submit), it prepends multiple times, and I only want it to appear once. This is my script: var existing_description=$CS.getDescription(); $CS.setDescription($CS.getValue("RES_319_QUS_326")+"<BR>"+existing_description); Please see the attached screenshot for the result. I'm using SDP version 9.4 build 9400.
RESTORE FAILS build 9200
Please Help trying to restore BACKUP, Had posgresql,I made a backup , then changed DB to my SQL express 2012, now i cannot restore, i found similiar post and the guy somehow fixed this issue with an upload of some kind of JAR file SEE LINK: https://forums.manageengine.com/topic/remote-mssql-restore-of-build-9000-fails c:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
SQL statement help request
Hi Can anyone tell me the SQL required to get the list of just the names of requesters that have never made a request please? Many thanks
Spd 9335 plus Custom Triger not work
Hello to all Need some Explanations how it work :) Have 9335 ver of SPDPlus i need do some scripts when change status of request (close,on hold...etc) ,or add technical i create some custom trigger Action name Execute the Action* - <When request is edited> <all time> Match the below criteria* <status> - <is> i select all my available status add my script Create some test request ->change status (there is no reaction to changes in any field) look at history of request and don't see action. --------------
SQL Server editions
Hi, According to https://www.manageengine.com/products/service-desk/system-requirement.html SQL Server 2014 is the latest edition that Service desk plus works with. When can we expect it to work with SQL 2016/17? Thanks
Flag parent CI when a child is in repair
Is it possible to mark a parent CI in some way to show that a child is in repair? e.g I have my parent CI, then I have CI's under that which must be working for the parent to be OK. e.g I have a classroom as parent CI, then I have a projector as a child (through a 'Houses' relationship). If the projector is in repair then the classroom cannot be used. I would like to see that reflected in the parent CI somehow.
Loss of Translations after upgrade
We upgraded to 9311 last week and have noticed that all our translations that we've configured have not been applied. We've restarted the service and still have the same issue. We can see the list of translations we've made under the Admin tab. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
In-place Upgrade to 64bit with separate Database?
Hi We have 32Bit Servicedesk with separate database running on a separate Microsoft SQL server. We would like to upgrade to 64bit version on the same server. Is the below process correct: 1) backup everything 2) Uninstall 32bit application and remove remaining SD folders 3) Install 64bit application with the same version and build as 32bit 4) Setup the database connection to the original MS SQL Note: how about archived requests and file attachments, is this also part of the application backup? Thanks
[Script] I need help to understand and eventually create a script to assign value to a custom field
Hi all. Here is my problem. For some incidents or requests, i want a more tuned system of prioritizing. We have already a formula to do that, but now i need to apply that formula into the SDP. The formula consist in set 5 fields (pick up list) with 4 to 5 values possibles in each one. This values, have correlation with a numeric value. For example, Field A has Option AB, BB, CB, and DB. AB is equal to 1, BB to 2, CB to 3 and DB to 4. We name the values in a way that any technician can understand
Copy Fields to Hidden Description
Hello, Is it possible to use a script to copy Resource fields to the Description field if I uncheck "Requester can Set" Description? I want to prevent users from entering information into the Description field and use my custom Resource fields instead; then I want to copy the Resource field values to the Description field. (This makes viewing the ticket more convenient for the technician, so they don't have to scroll to the bottom of the ticket to view the Resource field information.) My attached
Unable to stop email replies from reopening tickets
Hello When I send a reply to a ticket and selecting the option to close the ticket, any reply received from the end user (even an out-of-office notification) re-opens the ticket. I cannot, for the life of me, find the option to turn this off! Please help. Thanks Peter
Read Comments Field with API
I do send an email with powershell through custom trigger. I would like to send the comments which the customer adds to the request when he closes the request. I read some fields like this: $jsondata = Get-Content $json -Encoding UTF8 $obj = ConvertFrom-Json $jsondata $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket = $obj.request.WORKORDERID $technician = $obj.request.TECHNICIAN $wunschtermin = $obj.request.Wunschtermin $auftraggeber = $obj.request.REQUESTER $comments =
Query Report
Hi all, I'm looking a query report for a Assets state with columns regions & sites I have one reports with site but i can't create or modify the actual report adding the Region column (E.g.Attached)
Permissions for Deleting Relationships in CMDB
Hello, could you please tell me what permissions we need to allow technicians to delete relationships in CMDB? It appears that even though they have the "Edit Assets" permission, it still doesn't allow them to delete relationships. Thanks!
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts in AD. Sean Vincent British Antarctic Survey UK
Pending Approvals Report
Hi, Can we create a report to generate a list of request pending for approval per approver? We would like to monitor users who have pending for approvals. Thank you.
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