Technician as Requester
For some reason now any technician can't appear like requester, if one of they want to place a ticket is not in the list. Why happen this?.. Please I need info about this problem.
SQL help
Hi All, I am not very good with SQL, in fact i am hopeless with it, i have been using a tool called FlySpeed sql to help me build some queries and well, when you copy and paste that in to the query builder in SD+ it just errors out, I think our version is running Mysql, but not sure. Can anyone help me convert this to a usable query? we are running V 9317 of SD+ SELECT CI.CINAME, CI1.CINAME AS CINAME1, Requester.ATTRIBUTE_1202, Requester.ATTRIBUTE_2401, SystemInfo.SERVICETAG, Resources.SERIALNO,
Add Department Name in ServiceCatalog Page
Hi I would like to display Department name of Requester on service request page, Is there Any Solution? thanks
Update script
Hi, It would be useful to have an option to update scripts or rules copied to others templates, it should work like the copy option.
Default Incident template and Requester details
I'm trying to understand the layout of our Default incident template When I edit the template I can see the following fields above the Description box: However, if I log a ticket I see some additional fields that are not in this template (this is the section marked "Request Details") I assume this is because fields like "Department" depend on which Requester is selected when you log the ticket In any case, there is also a "Requester Details" section below this, which also contains Department. What
Search on Solutions does not work
Hi We are testing SDP 9317 and the search box in Solutions does not retrieve anything. It works fine on our live version 9202. Is this a kknown problem with this version or is there something I should switch on? Thanks for your help
Cannot receive Software License in PO
After updating from 9317 to 9320 we're experiencing problem with receiving software licenses in POs. I've tried it on http://itildemo.servicedeskplus.com (build 9319) too, with same result Scenario: Create PR, create PO from this PR with product type "Software", "Receive items", check items -> Error
Cannot assign tickets
Hi there, yesterday we upgraded to the latest version of SDP and everything was working fine, it was also working today fine but now we cannot assign tickets to anyone. We get the error Assiging group/Technician failed, any ideas. Just to add, we can assign tickets that were logged yesterday but the few that have came in today cannot be assigned to a technician. Everything was working this morning fine, seems to have happened after 11.30 today. We are on version 9320.
Allow Assigned Requesters Only
Is there a way to only allow assigned requesters to login to ServiceDesk plus and create requests? Thanks
block users to add new tickets
I have ServiceDesk 9.1 Build 9112 and my company wanna configure the system to block any user to add new tickets during some days. Is it possible? If yes, how can I do this? All pending tickets have to continue available and i need to be able to accept emails to tickets that are already into the system.
SDP can you increase the matching condition in a custom change trigger? How do you increase it?
SDP changes custom triggers without matching conditions I want. How do I add a condition to custom triggers? Jiqiu
Does ServiceDesk support SQL 2016?
Does ServiceDesk support SQL 2016? If yes, starting with which version or release of ServiceDesk? Thank you. (I couldn't find this information on the website.)
Business Rule not changing Status or request- Screen shot now attached
I have created a very basic Business Rule. My process entails selecting a Group in the Request, which notifies users in the Group via email of a request. The user will then reply with a trigger in the email body. In this case, "Client Contacted". The business rule is setup to search the request description, which is the area the email reply populates, and if the description contains "Client Contacted" it should change the status to "Client Replied" . This is not working. I am attaching a screen
Question/Suggestion for Translations feature
Is there any way to tell exactly WHERE a particular string of text is used? It would be beneficial to be able to tell exactly what screen, field, etc., the text appears on, just so I know where my change is going to appear. Is this a dumb question? 8) Does each entry in the Translations list only show up in one place?
Need script to add 0 time worklog
We currently require work-logs on all incidents and service requests before they can be closed, but a new request is likely to be denied or cancelled far more often, and requiring work-logs for them will confuse some technicians. My thought is to have a Business Rule with a custom script that will submit a 0 time work-log every time one of these requests is entered. I've made a few attempts but haven't gotten that to work yet. Can anyone assist with this?
Technician Auto Assign
We use round robin but we wan't to limit this to only one support group. We have a technician in two support group so he's enabled for round robin in both support groups. From what I see there's no way to add a support group exception in the settings page. It's either all or nothing? Please advice.
How to uninstall services desk plus build?
How to uninstall services desk plus build?
Scan problem ,it not list all workstation
hello i have ServiceDesk Plus and connect in to my active directory,i install agent ServiceDesk Plus in all computer. i have 100user and when i scan it it show me 60 user in workstation list and not exist other40 ones in workstation list ,i can scan 40other user one by one with ip address, it show me the computer detail but not list it on my workstation list?! how can i fix this problem that add remain user to my workstation list??
Login issues after upgrade to 9.3 build 9320
After upgrading to 9.3 build 9320 the login page redirects from http://servername:8080 to http://servername:8080/ntlmv2%null and users are presented with a Windows Security IE login window to login to the server directly. Clicking cancel on this window will open the normal service desk login window. Also the option to remember the credentials is no longer on the service desk login page. What can I do to get back to the login procedure.?
SDP agent not work after Update Service Patch v9317 to v9320
We update Service Desk Plus version 9317 to 9320 at 25 August 2017 but SDP agent not work
Clean folders. Patch, Backup and Bin folders
Hi All Please assist. What can we delete from the above mentioned folders under servicedesk plus (ManageEngine\ServiceDesk\Patch) path that wont impact the tool? Kind Regards, Delisile Mzila
Tickets were technicians have unassigned themselves
Is it possible to produce a report to show where tickets that are assigned have been "unassigned" and put back into the queue for someone else to pickup? For example, in a ticket history, it may say something similar to this: Request Updated by John Smith Technician changed from John Smith to None I need to report on all such tickets. Thanks.
Automatically change ticket status to 'In Progress' upon requestor reply
Hi Team - I have a very urgent request as my firm is requiring this ASAP. Currently, our SDP application has various custom Request Statuses. Regardless of such, I want to create a process that sets the status to "In Progress" when a requester replies, regardless of what it was set to before. Can this be achieved?
Possible for the service desk to e-mail itself from itself?
Basically I want the service desk to create a ticket with a agreement expiry notification that is sent out from it. Right now, the notifications gets to the mailbox when it is sent out but when service desk fetches it, it realizes that the notification was sent out by itself and it drops the e-mail. There is no notification message that is shown in the system log viewer. But if I look in the serverout0.txt I have this error: 13:09:48:864]|[08-21-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[INFO]|[143]|:
Chat Feature Request
The chat feature is a great addition but what would really be helpful is if it were integrated into the Incident/Service requests so technicians could reply via chat from an existing ticket (and also initiate the chat, rather than having just the requester being the one who has to initiate it). It would help improve response times compared to the reply feature that is currently built in to the Incident/Service requests.
Fix the community "Announcements" folder, PLEASE
Hi, Since the move to the new community platform, anyone trying to post to the root "ServiceDesk Plus" forum is actually posting to the "Announcements" sub-forum. This appears to be a bug in the forum software. I have traditionally "Followed" the Announcements sub-forum to stay up-to-date on new releases and other Announcements, however my inbox is now groaning under the weight of notification, after notification, after notification from people posting problems and requests in there. I've had to
Close Request Link is broken (SDP 9320)
Hi! In SDP 9320 Close Request Link for requesters is not functioning. Link throws window "The request cannot be viewed. " All links has KEY=123456789, don't think it is how supposed to be For example, http://servername/workorder/CloseWorkOrder.jsp?woID=61371&KEY=123456789 Is there a workaround to fix it?
Incident template custom rule doesn't work
Hello again, When I create rule with condition: "Site" "is" third field isn't suggested (must manually write site name) and the action doesn't work. Please see attached screenshot
Notify requester on what has been updated on the request
Hi there, Is it possible to send a notification to requester when their request has been updated ... and list the updated contents? At the moment when we add notes etc to the request, the requester was sent a notification with the subject as [##id_number## raised by you was updated] but no further details on what kind of updates (added/edited/deleted items etc). This might creates a confusion since they only see the title and their original description, which not changed. Thank you for your advice.
SSO authentication
Hi, it seems that SSO authentication is not working when using Internet Explorer. But when using google. chrome, it works fine -> SSO is working. We link from a sharepoint site (intranet), and wen using IE it asks or credentialsl. In Servicedesk Plus we have enabled the following: Enable Active Directory Authentication Enable "Pass-through" Authentication Any idea how come the difference between the two browsers? Maybe it is a IE setting that needs to be set? The version
ManageEngine Pitstop is transitioning to a new platform.
Hi folks! ManageEngine Community is on the brink of transitioning to a new platform and we wanted to share the exciting news with you! Why the change? To be honest, the platform we were on all these years was eol-ed a few years back. Besides, we thought it's time for a makeover. The new platform. Powered by Zoho Desk, the refreshed Community, the new platform comes with some perks like improved GUI, and is fully gamified. What this transition means to our members. 1. We've migrated the
Survey Reporting
We are running into issues that we have found with surveys and survey results. We have a field in the SurveyQuestions Table called "ISMANDATORY" with each questions having a value of True, but does not make the questions actually mandatory. We have had many instances where surveys are submitted without all questions answered. This does not accurately report the results of the survey when we pull the results for our own reporting purposes. I have been working on a query to filter out surveys that
Adding an Incident - Additional Field to an archived report
Hello - I am wondering if anyone has ever had to add an additional field to their archived reports? I have a fields I need added from 'Incident - Additional Fields' to my archived reports so I can pull that particular data. Thank in advance
Updating Task Description via API (powershell) not rendering correctly
I've written (in powershell) a script to update child tasks based on parent request fields. The problem I've come across that I can't seem to work around is that the task description, once re-written/updated, doesn't preserve line breaks. An example task description (before update) is: This is a test description to test what happens when we replace it. Created by: --CreatedBy-- https://rand Requester: --requester-- When I get done updating through api, the description becomes: This is a test description
Rich text formatting issues with reply templates
So whenever I get asked to create a reply template, I usually received them through either a request or an personal email. I then copy the text into the reply template editor. The text is never formatted the same as the original once it's copied and pasted. Is their a solution to this? This takes up a considerable amount of my time which could be spent elsewhere. SDP 9.3 Build 9320 MSSQL database Thanks
Field Refering to a CI
Hi, we're designing a form and rather than a manually added list is there any way to link this to a CI ? Department for example ? A
Filter and show service catalog by user group
Hi, I used SDP 9319. I have problem with show a service catalog to specific user group. I created a user group as "test_group" that include all requester that name is "guest". When I configure a service catalog for just "test_group" from "selected user group" list and save it, it doesn't work and hide it from all requester. but if doesn't limited to specific group, it work and show to all users. I tested this scenario with fresh installation of SDP on other server, Surprisingly it work and doesn't
Configuração de regras
Bom dia, Gostaria de fazer uma regra para abertura de chamados: Quando um usuario abrir um chamado que necessita de aprovação de um lider de processo, que seja enviada uma notificação para aprovação, e após a sua aprovação, este chamado entre na nossa fila de atendimento de helpdesk. Como posso fazer isso?
Possibility to sort posts within a request / split single posts to a different request and sort them chronologically correct
Good day, we are using the feature of the automatic pickup of mails which then will be added to a request once a request number is in the subject. It happens quite often that we have to add the request number manually which leads to the situation that posts can be added to a request in a wrong order. Furthermore it can happen that posts were added to the wrong ticket. For this you can split it up to a new request which then can be merged into the correct one. Here you have the same problem when you
How can I include the requester on and email communication sent from Outlook?
Now, when a technician replies to a request via Outlook, it appends in the ticket but the requester does not get notified. How can I make it so that when a tech replies via outlook, the person in need of help gets this as well?
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