9315 Notification Changes
Do the changes for ##ModuleDelimiter-$EntityID## only apply to subjects and only for RequestID? I looked at the beta site for an example and noticed that only in the subject area when selecting RequestID does it use the new delimiter. Also, does the patch update notification templates or does it need to be done manually? Thanks, Jeff
Can we change the label or hide the following fields under Planning stage
Hi Can we change the label or hide the following fields under Planning stage Impact No description found. Add | Attach a file Roll Out Plan No description found. Add | Attach a file Backout Plan No description found. Add | Attach a file Check List No description found. Add | Attach a file Downtime No downtime found. Add
Rest API call to dynamically get API (technician) key - rather than manually
Hello Is there a way to dynamically generate an API key (technician key) via a REST call, rather than logging into Service Desk and manually generating a new key? Seems strange having to do this manually... Thanks!
Tab Button Order
It appears after upgrading from version 9.2.1.7 to 9.3.0.8 the tab order in the incident template has changed. When tab was pressed before, it advanced down to the next field. Now when tab is pressed, it advances from left to right. Is there a way to change this back to previous functionality?
Problem on Work Log Details in 9317 version
Hi, On "Work Log Details" when i have many records and try move to the next or prev. in Chrome i have this error message when i click OK appear "NTLM Failed Redirecting To Login Page.. ". On Internet Explorer work fine. License Info Product = Standard @Database Name = Microsoft SQL Server@ @Database Version = 10.50.4000@ @Current Build = 9317@ @32 / 64 bit installation = 32@
Request Print Preview
Hi all, Where can I customize Print Preview? Which file can I edit? Regards, Michal
Query with DATETIME Columns
Hello, We have a query that returns multiple DATE/DATETIME columns from our ServiceDesk MSSQL database. We have set the "replace empty value as" in the settings to return "Not Assigned", but it doesn't return that value for our DATE/DATETIME columns with empty values. Instead the values are just blank... Are empty values only replaced when the column is a string data type like VARCHAR/NVARCHAR or am I just missing something? Please let me know if you need more information. Thank you!
Version 9.3.0.8 and IE 11
We recently upgraded from 9.2.1.7 to 9.3.0.8. Is anyone else experiencing stability issues while using IE 11? We are receiving periodic error messages, navigation issues, and search issues. Navigation Issues - when resolving ticket, it will not save resolution and will take you back to the home screen of SD Search Issues - when searching for specific ticket numbers, it will take you back to home page This does not appear to be happening in Chrome, but our Corporate approved browser is IE.
Unable to fecth mail
Good Day Support Our service desk application keep stopping fetching mails after 2 to 3 days. In order to have the application running again , we have to reset the password again and then it will work again for the next 2 to 3 Days: On our exchange server 2013 POP is configured with Basic Authentication. What could be the problem here? I need further assistance how to resolve this. This is very frustrating us as we are not able to work. Thank you Mervin 264811294491
The link to a user poll does not work
Hello. In the message by mail, the user does not receive a hyperlink Example message in Russian Уважаемый, Илья В. Макаров, Пожалуйста, помогите нам сделать наш сервис лучше. Ваше мнение важно для нас. Просим вас уделить не много времени и ответить на несколько вопросов. SurveyLink Спасибо, Команда технической поддержки LIME In the configurator, this link is written - http://helpdesk.lime-shop.ru:8844/%3Ca%20href=%22$SurveyLink%22%20target=%22_blank%22%3ESurveyLink%3C/a%3E and Уважаемый, $RequesterName,
Email to Servicedesk
Is it possible to implement having someone send Emails through and it be logged into the help desk?
Backup Schedule
Can someone explain to me why the backup start is 12 hours and 15 minutes, yet our back ups are running at 8:48 am each day?
Set technician as current user
Hello everyone, Our company is just starting to get moved over from a self created system to the Service Desk Plus application and it's taking us a bit longer than probably necessary for us to get set up with a quick ticket system. I've recently been digging into this, and within service catalog or incidents, and I've been unable to get my templates to automatically pick the technician based upon the current user that's logged in. For example; If I David J was logged into SD+ using my AD account,
Using an executable field & form rule script to set Priority from user input
Hi, We have a single – yet very important – business process where the priority of the tickets related to this process must be set using three Additional Fields created as Pick-lists with four options in each. I thought a point-system would be the best option as the Priority of the ticket can be set using simple calculation in an executable field & form rules script. The Additional fields are set up as follows: Field1 · TextString1 (3 points) · TextString2 (2 points) · TextString3
ServiceDesk Plus 9317 Released
Dear Users, SDP 9317 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9317: SD-67766: When users migrate from builds older than 9313 to the 9315 and having two or more users with same login name but different domain along with "Not in Domain" present, then those user's will not be able to login to the application. SD-67751: Request list view page is blank, if the selected custom filter name has a single
#Slack Integration ?
Hello, are you going to implement an integration with Slack ? Regards SB
Tasks - More Table/Column Options
When working with Tasks, it only shows: Tasks - Associated To (the request) - Progress. We have created a New Hire service request. Each request can have up to 8 tasks associated with it. One such task is Account Setup. If we have multiple new hires, you now see multiple tasks called Account Setup. If I go into the task, you can hover over associated request to see the information. It would be nice if this was either a column selection, or you could see that by hovering over the Associated To
Request For Change via the Portal
Hi, I would like to allow some business application SME's to raise their own Change Requests for their applications via the self-service portal. I cannot find how / where to enable change requests to be logged by a requester, is this possible? and if so, how can I restrict who see's this form? Jason
Service Desktop ugrade Error
Dear support, i m not able to upgrade my service desk from version 9.0 onwards
Ticket SLA
Hi Is there a report I can run to show when an SLA has been changed and by who on a ticket?
Technician Log in
I have a Tech that cannot log in to Service Desk +. AD account is properly configured, The account for SD is as well. We are using AD login hoping to, one day, implement single sign on.User name has been verified and password reset to be certain. Any help would be appreciated.
How to connect CI to LicenseAgreement?
I would like to make relation between my CI (RDLicensingManager) and Microsoft Open license (Software Agreement) but I can't find a way to link them. I know I can attach license as pdf to my CI but that means that information about license would have to be managed in two different location. Any ideas? Cheres, Goran
User request history changes
We had a user that was set up as a technician and a requester (for some strange reason), It was decided that they no longer required the technician account and that account was deleted. The problem is that the user mostly used the technician account to file requests. So now, using the requester account, they can not see their request history. As the history for the technician account still exists in the database, is there a way to link the technician account history to the requester account? Thank
How to approve the Change request at Submission stage
Hi As per standard workflow in Manage engine service desk plus , once the change request is created , it goes into Submission - Requested . Now some one has to change the status to ' Accept ' to move it to Planning stage . Our problem is how to notify this to the approver through e mail . In standard workflow , the notification gets triggered only after the acceptance of the workflow Should we add a interim new workflow for this purpose or there can be any simple way Kindly advise
Report with Date Parameters
I would like to use the following query, however, I would like to be able to pick up all open tickets based on a data parameter. Current Query: SELECT "sdo"."NAME" AS "Site", "wo"."WORKORDERID" AS "Request ID", "mdd"."MODENAME" AS "Request Mode", "aau"."FIRST_NAME" AS "Requester", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician", "wotodesc"."FULLDESCRIPTION" AS "Description", "sdo"."NAME" AS "Site", "std"."STATUSNAME" AS "Request Status", "wo"."CREATEDTIME" AS "Created Time"
All Open Tickets
Is there a report option that will allow me to run for ALL Tickets based on their STATUS, capturing the status of OPEN, CLOSED, ONHOLD? Thank you, I greatly appreciate it.
Bug found?
I think I've found a bug, I can't come up with any other reason why this behavior happens. In creating a custom filter in request view, I try to create a filter that says "Technician is me" and "Last Update Time is <some date>". It would look something like this: However, after hitting Save, then going back in to edit the filter, it has changed the date by one day: It also happens when using "Created Time" . . . it happens when using "Greater or Equal" . . . it does NOT happen when I use "Greater".
Loading in Ticketing System
Dears, need your support as I have loading every day Ticketing System and working fine when shutdown and restart the service please advise urgently.
Can Asset Discovery Ignore Product Types?
So i started using SCCM to import Windows workstation data into service desk. I still want to use Service Desk Plus to do network scans for other devices on the network though. I have a network 10.4.1.1-255 that will have both workstations, ap's and printers on it. When i scan the VLAN using network scan its detecting workstations and populating the names, but saying that the scan failed for those devices. The scan did fail because i haven't loaded any windows credentials into the system. I can't
Fields and Forms
I have created 3 extra fields in de form prio ben, urgentie ben and impact ben. I want to create a rule that the Prio is set to 3 if the fields Urgentie Ben = 3 and the Impact Ben is 3. This is working with the default fields in the system but not with the extra fields I created, is there a way to dot this?
Change the default font in e-mails to Arial 10 - request for a JS file
Hi, As per title, can we get a new JS file which would change the default font for all e-mails / text editors to Arial 10? Thanks. Regards, Tom
Does ticket generation/mail server stop fetching if a large amount of tickets are generated around the same time?
During the past month our mail fetching service has stopped fetching tickets. I had to navigate to Admin > Mail Server Settings > and click start fetching to resume receiving tickets. This last time I noticed two of our services that usually generate about 10 tickets each went down at the same time. Would this large influx of tickets turn fetching service off or is something else causing this issue?
Crystal Report Availability
Is there a way to get a listing of tables and fields so that I can utilize Crystal Reports to build my own customer reports with my own set of parameters? Thank you.
Chat Issue
Hi there I have an issue with the chat module. When a requester starts a chat session - the technicians cannot see it unless he/she goes to the chat overview and even here we cannot pick up the chat module Any having the issue ? Best regards Ivan Rafn
Summary report showing strange dates
I have created a summary report of all tickets by technician. We have only had Servicedesk Plus since last December, 2016 but I get results showing data from December of 1969. Very strange. Any ideas on why that is occurring? I have attached what the output looks like. Here is the SQL query that the report generator created: SELECT ti.FIRST_NAME AS "Technician", ti.FIRST_NAME AS "Technician", longtodate(wo.RESOLVEDTIME) AS "Resolved Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
changing servicedesk server's IP address
Hi, I tried to change IP address of Servicedesk server but it did not work. is there any configuration should I change in the application? Regards,
Can not enable Active Directory authantication
I have configured active directory and i have imported the AD users as sequesters but users can not authenticate to the application using their AD user name and password.
Certification Tracking
This is a feature in a water work order system to track if the Techs are keeping there certifications current.
New feature - calendar of lease
Can you add in future a possibilty of synchronization a lease with calendar. For example one of the user wants to lease one of the asset, but he sees that since 25.10 to 05.11 the asset would be leased, so he can reserve it since 26.10. Is it possible to create it in future versions?
Unable to add a technician user
Hi. I'm trying to add a technician user but SDP returns a message saying that the user already exists, but don't. I added some users and I didn't have problems. Anyone having this issue? Thanks.
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