Debugging SDP Dashboard
Dear Support, I have a problem with the Dashboard diagrams. There is an option to filter the requests by "Support Group". We have a support group named "Desktop, Local Support". In the case of selecting only this group to filter the output, widgets don't refresh. In every other cases widgets refresh and show the proper output. It means I can filter any other support group or using dashboard without filter everything work fine. Is there an opportunity to troubleshoot the operation of the dashboard
Emailing an update now opens a new call
Previously if we emailed an update to an existing call to our Service Desk and put ##reference_no## in the subject line, it updated the existing call however now it is opening a new request. I assume this is a rule change but can somebody point me in the right direction, please?
How to create a custom view for the technicians
Dear all, How technician can view all ticket created by techinician - who log in to the Service Desk Plus system. (Create new custom view, filter: created by - [Me] - who currently log in to the system. Thanks
Can Display Name of Outgoing Email be sent to Technician Name?
Can the Display Name of an outgoing email [from a Request update] be set to display the name of the technician who updated the request?
export incidents
I am working with an install of ServiceDesk Plus that I inherited. It was not a very well maintained setup and you can see the evidence of a lot of trial and error has gone on. We would like to move to a fresh install. Is there any way to export current tickets to excel or another format that we could then adjust and import into the new system?
System Log
Hi, Is the System Log held within a file or the database ? We're just wondering if clearing it out would be a good ideas. Andrew
Assign a request to a support group in a round robin/load balance scheme
Hi, We have the requirement that we wish to have a request be assigned to a technician within a certain support group. This will work off a custom field we added called "Application". The support group could contain multiple technicians, so we would also like this assignment to complete in a round robin / load balancing scheme. For example, a new request comes in and the application is set to MSWord. We would like SD to get this request, have a look at the technicians in the WordProcessing support
High Importance on Email Replies
Hi, When replying/sending an email in Servicedesk, I think the option to enable high importance on the email would be of use. Cheers
Requester replies not going through to technician via email
Hi all, Info: We are running the on premise version of Service Desk Plus. Currently we are using Version 9.3 Build 9308 running on a WAMP Server 2012 R2 server. Problem: When a technician replies from their email to a user, the email gets logged in the ticket, then the user receives an email with the technicians reply (this works just fine). When a user updates a ticket or replies to a technician email, the users reply is logged in the ticket, but the technician never receives an email stating the
Archiving Failed for Workorder : #####
Upon checking our System Log I noted many Archiving failures. Build 9317, MSSQL, on Server 2008R2. Probable Cause: Violation of PRIMARY KEY constraint 'Arc_WorkOrder_PK'. Cannot insert duplicate key in object 'dbo.Arc_WorkOrder'. Please advise.
Not Seeing Desktop Central In ME Integrations
I have Desktop Central and Service Desk Plus both installed on the same server. I am trying to set up the ability for end users to right-click on the Desktop Central icon and send an email to the help desk (Service Desk Plus). The servers see each other and the API key is registered, and I am getting reports and emails from them both. User emails are not sending from the Desktop Central icon. Looking in Service Desk Plus, under ME Integrations, Desktop Central is not one of the three applications
Custom fields in my Work Log template
Good day I want to create 2 custom fields in my Work Log template. Can only one of them be displayed based on the Category selected on the New Incident page? Regards
Auto Resolution provided by System ? ?
Recently we began seeing work orders with an empty Resolutions added by System account. We have no change logs that indicate any configuration changes were made. Has anyone seen this behavior, or able to assist in troubleshooting the cause? The state of the work order remains open, and autoclose is not configured. Thanks in advance!
Need the ability to email a Request and all fields
We need the ability for certain tasks the ability to email a user or group all the fields of information including the custom fields we have created.
Locking down Request Category and Subcategory but not Item
Hello, I notice when setting up new templates that Category/Subcategory/Item are somehow interlinked - so for example I cannot hide Category and Subcategory from a requester without also hiding the Item. What I am trying to do is keep Category and Subcategory fixed leaving the requester to be able to select the Item only. How can this be done without creating a new template for every combination? Rgds SimonT.
Slowness when the Service Desk page is opened for the first time
Hi, When we first invoke the page via the browser to enter the system, we wait for a long time as in the picture below. We use Google Chrome, Internet Explorer as the browser. There is not any slowdown when we enter the system after we have opened it. This is the case only when we first invoke the page. ServiceDesk Plus Version : 9.3 Build 9311 We also tried the following method, but after a while the problem is happening again. How exactly can we solve the problem? Servicedesk service is stopped
connection dump
Dears, Is there any monitor tools to help me how many connection or user login or cashing on the system please advise BR Mahmoud Nour
Create Request numbers via exteranl system
We would like to use the service desk system to manage work from an external system. We are an insurance company and would like to use a claim number as the request number within service desk. Is it possible to have the claims system open a request with the request number as the claim number generated within that system.
Conversion of a service request to an incident
Hello, In our environment, converting a service request to an incident is very useful, in order to revert the operation, if an incident had been converted to a service request using the wrong service request template #1. However, when the service request is converted to an incident, all the tasks from the service request #1 remain in the incident. When converting the incident to a service request again, this time using the correct service request template #2, new tasks are added. So we end up with
Pick list items not sorted alphabetically anymore
Hello, After migrating to build 9317, as soon as we update a pick list additional field, the pick list items are no longer displayed in alphabetical order. This is an issue, especially in the admin view, because we are unable to locate the items that should be updated or deleted. Example: Before upgrading (build 9309) After upgrading (build 9317) How can we solve this? Best regards, Demetrius
Tasks in Change module
Hi In Change management module of Manage engine , I need a help We have good number of Implementers , who have to work on Tasks under ‘ Implementation tab’ of Change management module Do we have any way out , through which these implementers can work without logging to manage engine , as we have limited number of licenses The work involved will be ' Assigning owners , Changing the status of tasks , Dates' Regards Sandeep
SDP Organizational Roles - absences
What's the best advice for when a person in a role - say "Regional in Charge" is absent is there anyway of have a deputy for example? Or is it a case of changing the name during the absence period? Rgds SimonT
Notification Problem
Hello here. I am new in ServiceDesk plus, i import users from AD, and make 3 technician from author request. I setting email server, and from incoming email new incident create perfect. Notification to creator request sent well, but after assigned incident to technician, email notification to technician ton sent, Site i not setting - i have one site with LAN. Please help me to setting notification. Version SD 9.3 release 9313 Best regards, Oleg Ivanov
Technicians are able to pick up and close requests before they are fully approved
Technicians are able to pick up and close requests before they are fully approved. We are using Service Desk Plus 9.3 Build 9307. We have an issue where a Technician can assign and close a request before it is fully approved. We have looked at all the settings and can't find how to stop this from happening. Thanks for your help. Jay Czochanski
Business Rules - what tables are the Business Rule query parts stored in?
Hi - we are trying to maintain 140+ business rules. Each business rule contains a long "Subject contains" statement, containing multiple customer codes. E.g. "Subject contains "BLAH" or "BLAH1" or "BLAH3" (up to 25 more) or "BLAH25"" We use these rules to detect client codes in email subjects, and route them to specific technicians. The maintenance on these is currently untenable - we want to modify these rules directly in the database if possible. I have found the RuleDefinition table, which contains
Users created through e-mail requests
Hi, We receive a lot of requests through e-mail from diferent users and now we have thousands of requesters. We need to delete them automatically or dont create them at all, we tried to disable the options "allow dynamic user addition when the user is not imported in the application" and "provide login access to users created through e-mail requests" but it still creating requesters. is there any way to solve this?
Projects and Subprojects
I would like the ability to have a primary project and then be able to have sub-projects that we can work from. These would enable us to break projects into different areas such as Phase 1, 2, etc...
Network Scan - Exluding IPs from a range
I have several remote sites that will have anywhere from 5-20 assets at them. We have used the IP subnet 10.100.X.Y for these sites, where X represents a site and Y is the devices. We have roughly 60 of these sites. So i wanted to scan only the first 50 addresses from each site. 10.100.1.1-50 10.100.2.1-50 10.100.3.1-50 ... ... 10.100.60.1-50 I have added the network scan as 10.100.1.1-10.100.60.255 then i created an exclusion for 10.100.1.51-255, 10.100.2.51-255 ... 10.100.60.51-255 <- this was
Unable to submit ticket to an alias email
Hello Team, 1. I have the following incoming email configuration 2. Send an email to 911test@lazada.com 3. But the ticket was logged under itsm.mail@lazada.com email As a result, it's not routed to my support group properly Please help to check Regards
Stupid question on domain user import scan
I know I set this long time ago and for the life of me I can't find this stuff anymore. Where do I go to change the information that is imported when service desk plus scans for users in the domain? ( like their department info and that basic info) The other question I have it can I set service desk to remove the requester if that user has been removed from AD or do I have to manually remove the requester? I did some clean up work yesterday and now a good portion of the sequesters I removed from
Default Technician Group
What I am looking for is to be able to send out messages when a ticket is picked up by a different technician (there are 2 of us). When a ticket is submitted and one of us picks it up, I would like to be able to have the system send out a notice that ticket ## was picked up by, or assigned to... Is that possible? Thanks
Projects not robust enough
I would like the project management to be a bit more robust. Right now I am limited to just a Milestone then task. What I really need is the ability to do Milestone --> Task --> Sub-task --> Item. This would help to secure a more robust project plan that I can use.
]Jira integration] Error: Check Jira Xml file configurations and Jira server connectivity, please check the log file!!
Hello Support team, I have followed this instruction https://servicedeskplus.wiki.zoho.com/SDP---JIRA---HTML---Integration.html But the error occurs when clicking on action menu On the server where hosts this application, I can connect to Jira via browser (can login, create ticket, etc) Please have a look at my logs [17:26:51:557]|[07-20-2017]|[com.manageengine.servicedesk.actionplugin.workorder.util.RequestActionExecutionUtil]|[INFO]|[80]|: Get Particular External Action Menu Details::{"MENUID":301,"NAME":"Create_Jira","DESCRIPTION":"","ALL_ROLES":true,"FOR_TEMPLATES":1,"ISENABLED":true,"EXECUTORTYPE":"class","EXECUTOR":"com.servicedeskplus.integration.JiraActionImplementation","HTML_LOAD":"Create_Jira_Ticket.html","HTML_FOUND":true,"SELECTEDROLES":[{"id":49,"text":"AERemoteControl"},{"id":82,"text":"EnableCMDB"},{"id":301,"text":"MEAgent"},{"id":602,"text":"MELead"},{"id":302,"text":"MEManager"},{"id":601,"text":"MEWriter"},{"id":4,"text":"SDAdmin"},{"id":61,"text":"SDChangeManager"},{"id":51,"text":"SDCo-ordinator"},{"id":30,"text":"SDGuest"},{"id":37,"text":"SDReport"},{"id":109,"text":"SDSiteAdmin"}]}|
ServiceDesk Plus API - Knowledge Base
Hello, We are looking to start using the ServiceDesk Plus API with our company CRM. Is it possible to use the API to carry over the knowledge base data we have on ServiceDesk? Thanks, Matt
Update Manager
Hi, In the recent Update, the Update Manager now points to the Scripts folder. We used to use a replacement to the UpdateManager file (We used images and not the backup for rollback). What is the process for amending the config to NOT run a backup as part of Update Manager now ? (We used to just amend the DSDBackup = False). Andrew
PR and PO process
I've taken over the SDP project in our organization after a lot of it was set up by the person before me, so I'm new to SDP and not 100% sure how it works. We had envisioned using SDP in coordination with our heads of departments, purchasing department and VP of finance. What we want is a select group of people (heads of departments) to be able to submit a purchase requests for predetermined equipment (e.g. we'd have 3 or 4 models of Dell laptops on the list that you could choose from, a number of
Templates detached from Catalog
Hi I have some incident templates that have become detached from their catalog. There must be a way to attach templates to catalogs because you can copy templates, which would be fairly useless if you could not attach the copies to a catalog. We are running SDP 9209 and testing SDP 9317. We used the database from SDP 9209 as the basis for updating a test environment to SDP 9317 it suffers from the same problem. Any help would be much appreciated Chris
How to require a reason to stop timer
Running 7.6 Service Desk Plus When you use the actions menu and select "stop timer" you put the call on hold AND you have to enter a reason for doing so. If you simply put the call on hold from the drop down field in the ticket, you can bypass this need to enter a reason. My question is this: Can you force technicians to enter a reason to put a call on hold?
Servicedesk Plus and OpManager 12200
Good Afternoon We have a question concerning the integration of these two products, Is it possible to set the MODE within this integration so that we know the ticket came from OpManager? We have the integration working and only sends over tickets that need to be sent over but without this option the stats for MODE are almost worthless. I have attached a screenshot for the options available. Many thanks for your help.
Pass Through Authentication issues.
Dear Support, I have enabled AD Authentication and Pass Through Authentication in our SDP Machine. Both of them are configured properly and shows the result SSO Configured Successfully. But when any user access the URL it always ask for username and password and the user have to skip this step and enter his AD credentials to login in the page. This issue was rectified by adding localhost url in local intranet sites. But we cannot afford to go to every user for adding the localhost url to their local
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