URGENT HELP NEEDED - Cannot See anything new in the system
Can someone please help me out I deleted a few sites from the system. After which the following has happened: 1. All the departments have disappeared from the Departments Tab. They show up in other drop downs but one department comes multiple times 2. If I add a new technician I cannot see him in the Technician list. Searching does not help either. The technician can login and work normally but I cannot see him in the actual technician list I have no idea what is wrong. I need to delete a newly
Field & Form: Auto-populate the E-mail Id(s) To Notify field
I'm having trouble auto-populating the cc email field for a specific template. I have tried various field name possibilities for the E-mail Id(s) To Notify field. The custom script I am using is: jQuery('[data-field=NAME]').val('DL-address@domain.com'); where NAME is the different possible field names I came up with (CCField, CC_Field, CCEmail, EmailCC, CCAddress, etc.). Can anyone tell me what the field name is actually called and let me know if I am writing the custom script correctly? Thank you!!
Query Report History of tickets that have had 'Critical' Status
Trying to create query reporting tickets that have had a critical status in the past [currently outstanding and closed]. I've search several tables [ci, cihistory, audit, audithistory, workorder, etc ] and cannot find a table that can be used to list all status changes in a given ticket. Please advice. Thank You in advance for your assistance.
Server crash when perform Asset scanning.
I use Ent Eval version of SDP。When I try to scan my computers, the CPU usage grow to 100% soon , and the server seems no response. The scan will fail after quite a while. The server run on a Hyper-V VM with 12core cpu and 16G memory assigned. And 3G ram for SDP. In wrapper.log, each crash have a "SDPCrash-OutOfMemoryError" line . Please tell me how to do, thank you! Sorry for my poor English.
Query for Users with their CI ID
Hi Guys, I was looking for your support to code a pgsql query to retrieve all current users and their respective (CI ID). Thanks in advance Adam
WebRemote Issue
Good day/evening, We've upgraded to version 9323 - however, we're not seeing the WebRemote option. Is there some place that I need to enable it?
Create Computer Account
Dear Team, We've been having issues when it come to SSO. I was advised to create a computer account under Admin - Active Directory and click save, which will give me scripts to be run on the active directory server. Now the problem is our data center team will not give us permission to execute the script on the AD server. Is there a way around?
Employee number sync issue with AD
Hello ME Team, Request is raised by our team that they want see requesters Employee numbers in the tickets under the requester details area. We have information in our AD accounts and importing with requesters details into SDP from AD. Could you please assist that how we can see Requesters Employee number in new ticket creation template or ticket's Requester Detail area. Thanking you in advance. Regards, Shakir
Can't access Changes
Hi After we upgraded to Build 9326 we are unable to open old changes or create new . We get "Error occurred at server side, please contact your administrator for more details." System log viewer doesn't contain any errors. Does anyone else have this problem? Regards Bo Danielsen
Breaks in Work logs descriptions replaced with <br />
Previous tickets that contain work logs with breaks (returns) in the description have all been converted from the break into <br /> after we upgraded from Service Desk Plus version 9313 to version 9326. Is there any way to revert <br /> back to breaks?
Purchase tab emails
Can Service Desk send the PO email as a PDF instead of HTML? We have a vendor that always has trouble reading our PO's because their email server converts all HTML email to plain text for security reasons.
SD+ Service Category - How to Edit or Delete a Resource
I can find how to Add a Resource to a Form, but I cannot find how to edit or delete an existing resource that is no longer needed. Using 9.3 Build 9324 Chris White
Export & Import SLA Configuration
Hi Guys, I was wondering if there is any way to import SLA Configuration via a Query or CSV or something. This will be a huge help. Thanks in advance
How to share requesters between sites?
Hi I have the need to open a new site within my ServiceDesk Plus installation, however I find that in the new site, there are no users. How do I make all my requesters available to all sites? Thanks!
Request Closing Process \ Automated Close
Hi, Is it possible to make an exception for one user \ site, so that his requests do not close automatically after a few days, after the decision is made? Thanks!
Several backups a day
Hi, in Servicedesk Plus, is it possible to schedule more than one backup on one day? If I use Windows-scheduler to run BackupData.bat (outside the system), do i have to stop the ManageEngine service before that? We have users on the system from early morning to late night and dont allow any stops. Otherwise, is there another way to perform several backups a day? We run build 9305. Best regards Åke
Selectable field for Service Request\Incident types in Custom Reports
Hello, I was trying to create a dashboard widget to show a pie chart with the breakdown of Service Requests and Incidents for the current month. Since you can only create charts within the custom reports section, I noticed that there is no selection for the column that identifies that a ticket is a service request or an incident. Can this be considered to be added for a future release? I think it would be a valuable feature. Thanks.
Business Rules and additional fields of the request
Hello to all, we have installed a new server with 9320 build. After configure almost all parameters, we have encountered a problem with business rules. We cant use additional fields as a condition. After we select a additional field to add as a condition and click "Add to rules", SDP shows this condition as blank and if we try to save SDP shows this message: "No criteria has been added for this rule" Could you help us? Thanks in advance
Reply Email History
I currently use ManageEngine ServiceDesk Plus 9.0 Build 9018. When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they
I need Request Status update in sql
where is Request Status in Database? and have any sql query to update Request Status
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
Accessing Service Desk Plus Postgres from Remote
Hi Support, Can you advice how to connect Service desk DB from remote on windows? What is the default username & password for postgres since no prompt during installation?
Service Desk Sites
Hi, Over the last several days, my Service Desk automatically adding a new site to my Organization Details - Sites list overnight. If I click this site, it said that the sites was imported via csv file. I'm 100% sure I didn't importing any site from csv. This additional site prevent me from assigning tickets to my technicians. I cannot assign any ticket to my technicians until I delete this additonal site. What can be the cause of this "automatic" site creation? How can I prevent it from happening
Send email to requester after new user request
Hi, As part of a new user request, want to initiate an email to the requester if they have chosen a field on the form (requesting a Mobile Phone). Would I do this under Field & Form Rules (on submit) or under Workflow (create a Task and action it). In either case, I cannot see how to send a preformed email with the WORKORDERID as part of the subject Thanks Chris White
Require a report that shows me the monitors (computer screens) associated to a computer information
Hi, At my organization we recently acquire a large amount of computer screens which are aimed at replacing old and smaller models. We would like to make use of Solvit's CMDB to extract a report of all computers we are currently managing,including the computer screens (monitors) that are associated to them. We can do it on an individual basis, however we can do that for thousands of items. Kind regards, Nuno
Time from created time to assigned technician time
Good morning, Please, i need a query for time between created time and assigned technician time. Thanks a lot!
UK support number available?
Hi, Got a problem and need to speak to someone in support but cannot find a number to contact them on. What number do others from the UK use? Thanks in advance
Problem after 9326 upgrade
After we upgraded to 9326 there have been 3 stops with SPD in a week. Service restart fix it. Logfile show this: [10:23:31:193]|[10-18-2017]|[com.adventnet.servicedesk.utils.MSPFactory]|[INFO]|[108]|: Exception creating instance of class com.adventnet.mspdesk.util.AccountUtil| [10:23:31:193]|[10-18-2017]|[com.manageengine.framework.sqlbuilder.AQBManager]|[SEVERE]|[108]|: Error ignored : null| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|: java.lang.NullPointerException| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|:
Live Chat
Good afternoon, My company is looking into enabling the Live Chat option in Service Desk Plus. I had a few questions about it before I enable it. 1. is there any kind of logging/reporting built in? Something similar to tickets, where we can go back and look at previous chats to see what the issue was and how it was resolved. 2. is there a way to schedule it to turn off at a certain time? Example: The last non-emergency technician gets off at 6:00pm, can it be disabled automatically at that time?
Servicedesk Plus DB restore
Hello. We have run SDP for years. Ready to create a new server and restore the DB. Probllem is I cannot figure out why the DB will not restore. Our backup includes multiple backup files. Part 1, 2 and 3 Also runs MySQL Any help on the restore process would be appreciated. Want to download the latest version. Install and restore DB from here. Thx
ServiceDesk Pro will not start
Hello, I am having issues getting the SDP service to start. Every time I try to access the our web portal from any browser I receive an erro message. Here is the message I get from Google: I have tried the following to get the service back up and running: Restart the service Stop/Start the service Stop the service and execute run.bat from the command prompt The last item results in the following error: Any help would be appreciated.
SDP 9323
Hi, I updated SDP to 9323 and I'm getting below error when i resolution a ticket(subcategory not empty)
Open status after Requester Reply
Hi, we've noticed that, even if a Request is under approval and in its correct "Waiting for approval" status, if the Requester add a reply to its request, request status automatically changes in "open". It is a huge problem because we could have wrong SLA violation. Is there a way to fix it? We're on SDP 9.3.26 Thanks in advance alessandro
How to change SLA?
I have created a new incident and assigned to a related group and SLA. Then, technician would like to change support group and also update the SLA. But the SLA can't change. Could you please tell me how to change it?
Maximum Custom Reports?
Hi guys, I already created 10 custom reports and are already distributed to several Dashboards I created, on the 11th custom report, I could not see it in the Edit Dashboard and even when I click the button Add to dashboard, the Add to tab in Helpdesk says "Not available" Please see screenshots. Please help, I want to create several Dashboards for several Sites/Support Groups. Thanks
Disable re-entry resolution window
Hi, How to prevent this window from appearing when the request is closed? Because the solution has already been entered in the main window and I just want to close request. Thanks.
Version 9.3 UI Description
Hi, For the benefit of our Technicians on the changes and additional features in latest version, do we have information/article about the changes in UI such as left-sidebar Tasks, etc and other new features of latest SD? Kind regards D.
Securing a technician group
Is there a way to secure a technician group with the software so other groups cannot see their tickets. Our HR department has expressed and interest in using the help desk software, but is worried about other techs being able to see their ticket as they may contain sensitive employee information.
No live chat feature
We have service desk plus but we cannot find the live chat feature anywhere? How or where do we enable this? We are on version 9239. Please dont ask to look under admin > helpdesk customizer > live chat, the whole live chat thingy aint there. Trust me, i've lookeed everywhere.
Reply to
Hi, We have some users that do not like the way SD+ handles email. At the moment when a request comes in it might have say 5 addresses in the to: field. When the team member reply's, they have to manually remove the unwanted addresses if they just want to reply to the original sender. Is there anyway to automatically blank the to and cc fields?? Regards
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