Best practie for on site support
Dears Greetings, please i need your recommendation and support for best practices on site support
Report assistance
Good Afternoon. Could I kindly ask on of the PostGre SQL Gods to assist with theis report? I's just like to edit it to reflect 'Current Month' instead of having to specify each time it is run. I'd like to turn it into a widget but makes no sense to edit all the time. Thanks in advance. Report Data is below. Jason SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case
Viewing the requester self service portal as a technician
Is there any way to view the self service portal when you're logged in as a technician? So far all I can see is the screen for editing the portal, but to actually view the live portal I have to log out and log in again as a non-technician
How to Scan Esxi 6.5 or vSphere 6.5
I really don't want to scan the vm's that are associated with vsphere I just want to get the physical hardware information. I have tried this a few different ways and haven't had any luck. We have created a user in vSphere and gave it read-only permissions. We than added this user as a Vmware-Credential in the credential store. I have tried to use this user to scan the individual hosts as well as the vcenter server. I always get a "credential not configured" error. I really, really DO NOT want
Technician shift timing and to assign requests based on shift.
Hi ， Assign requests based on shift，How's it going?
Automatic notification for requests without update
I would like to be able to send an automatic notification if a request has no response for X hours (the hours must be configurable). Example 1: No end user update - Requester opens a request - Technician responds to request for more information - Requester does not respond - If the requester does not respond within 48 hours, a notification is sent to him: "Hello $Requester, We have not had a return on this request in the last 48 hours. We look forward to your return to proceed. " (notification template
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
Need Help to create resolved ticket per site
Dear Support I have to make a SLA Resolved every month report base on site for Exp: Site Qty of Ticket SLA Resolved Site A 10 100.00% Site B 16 100.00% Site C 13 99.00% I have to make a SLA Respond every month report base on site for Exp: Site Qty of Ticket SLA Respond Site A 10 97.00% Site B 16 99.00% Site C 13
Unable to edit assets in SDP
Dear Support, I am getting an error message "Loading Failed" whenever I try to assign an asset to any user or department. Is there any way to fix this? The DB is PGSQL and build is 9300. The log files are attached.
Backup Technician > Failed to save the values when trying to select Move requests to unassigned state
Post last Service Desk Plus update I am no longer able to setup my Scheduler for Backup Technician assignment rule for upcoming requests. When I select Move requests to unassigned state and select <Save> I am getting "Failed to save the values" message. Your Version : 9.3 Build 9308 Latest Version : 9.3 Build 9314 Therese Walsh
python scripts do not run
When we try to execute a python script from a custom trigger the message we get is “Return Message in Request Action Menu Invocation :: successfully executed”. However the script doesn’t work and from the logs we see these errors: 4:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: java.lang.NullPointerException| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|: at com.manageengine.servicedesk.actionplugin.workorder.WorkorderActionExecutor.handleReturnOperation(WorkorderActionExecutor.java:144)| [09:39:34:327]|[07-12-2017]|[SYSERR]|[INFO]|[92]|:
API - Requester info in WorkOrder
One of the common tasks we have is to submit an approval for someone's manager on a ticket. In some cases this might be preset on the template but in other cases its a manual send. When you click on the requester link on a ticket it pops up a dialogue box that shows their details but does not show their manager name. This forces staff do pull up the address book or another source so find the manager name. First, it would be nice if it had the manager name in this dialogue box. That would save some
Remote Control button for Terminal (RDP/Citrix/etc.) users in SDP
Hi, when SDP is used in cooperation with DesktopCentral you can Remote to users' machines directly from SDP: that works only for users with assigned assets such as laptops/desktops. What about terminal users? You still can login into DC and find a user by its username and then select it from a drop-down list and remote to that user's session. How about integrating that functionality to SDP as well? SDP can search through a list of pre-defined machines and once a particular user has been found you
Announcement for specific service
It would be great to be able to associate an announcement to a specific business service, asset, change control or project. This would allow us to associate announcements for downtime of a specific service and all associated services
Requestors EDIT_REQUEST
Hi all, Plaese help to understand the reason why requestor couldn't edit own request via REST API? http://xxx.xxx.xx.xx/sdpapi/request/137/?OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx&INPUT_DATA=<Operation><Details><parameter><name>subject</name><value>ТEST</value></parameter></Details></Operation> .. and the answer is <statuscode>3001</statuscode> <status>Unknown error.</status> <message>Failed to edit request 137</message> This request with engineers token works,
Is there a way to automatically close tasks when the request is closed?
I know this kind of defeats the purpose of tasks... but there are occasions when we need the tasks to close when the requested is closed without having to manually close/resolve each task associated with the request. Is this possible? Thx
Move Service Catalog Additional Fields to another another catagory
The option to be able to move a Service Catalog Additional Field to another Service Category would be really useful, i had created a large Pick List under a service category and to realize that i needed to use the same field in multiple categories. I had to recreate the field under the common fields category but would have been great if i could have just moved to a different category
Can you add mandatory fields onto problems?
Hi, I want to be able to add mandatory fields to the problem form - how can I do this? Thanks, Charlotte
version 9.3 Build 9309
Hi, I did the update to version 9.3 Build 9309 and when a technician Close the request have error : Sorry an error has Occurred ( Unknown error occurred while processing your request). I apply the solution below but not work : Hi Edson, Could you please login to the application server, perform the following procedures and update me the status, 1. stop the application service. 2. go to the location viz. C:\ManageEngine\ServiceDesk\applications. Rename the folder "extracted" as "extracted_old"
How can a technicien view his own requests easily?
Is there a view that can allow technicians to view the requests that they are the requester? I know this is doable with a custom view or an advanced search but is there a way for a technician to quickly view his requests just like a requester can? If not, is it possible to request this feature?
Add multiple email addresses for requestors
Is there a script that someone has already created for adding additional email addresses for requesters? The email syntax in our AD environment is different from the email address that our users actually send from, so there's no way for SD to associate a request coming via email with the correct active directory account. The result is that if a user sends and email to open a ticket, they don't have access to view their own ticket in the portal because SD thinks it's two separate requestors. Basically
Project task and milestone dependencies
within PROJECTS exclusively. I've noticed that I can set task dependencies for tasks (within a milestone) is there any other way? also is there a way to make a milestone dependent of another milestone?
How to Auto insert Technican as requester in field Name
Dear Sir/Madam, Our customer want the technician create ticket for customer. Therefore they want field Name in request form will auto assign information of technician such as Name or Username. They don't want search and manual input again information of them to field Name. Please help. Thanks Henry
migrate from spiceworks
hello, did anyone manage to migrate to SDP from spiceworks, while maintaining all ticket history attached to a user ? my goal is for users to login to their SDP profile and find all their related ticket history there from spiceworks. any other recomendations for this migration are welcomed. thanks.
Active Directory Authentication
Hi, I can't get the Active Directory authentication to work on fresh installation of SDP 8.1.0. The Requester import goes through OK and I can enable the Active Directory Authentication feature. But when I try to login, I just get an error "Username or Password is incorrect". The password is OK. I have NOT enabled the "Pass-Through Authentication" What could be the problem?? I would need to get this working ASAP. Help appreciated! SDP: 8.1.0 build 8126 32-bit. Server: Windows Server 2008 R2
FCR UNMARKED
Hello All, Can you please let me know what does the below operation mean? Operation: FCR UNMARKED, Performed by the System I see this event in the "history" tab of any given ticket but I am unsure of what is this action and why the system does it on marking a ticket as resolved. Thanks and Regards, Kishore Kallavi
Can the ServiceDesk Plus App be used by the end user?
I have installed the ServiceDesk Plus app on my mobile (Android) and was able to log in after generating an API key and will allow me to use as a Technician, however if I log out, and log back in as my test account (a standard user) I get the message regarding an API key has not been generated, but the user has no way of generating a key as they are not a Tech. Anyone know if this is possible?
Notify technician of change assigned to him
How do I set up email notification to a technician when a change is assigned to him? I don't see this option under the change notification rules. Thanks!
Error file attachement
I'm using Manageengine Service 9.3 version 9312. Currently I have problem as bellow: - When a ticket has been created via email, on the ManageEngine got it but not show file attachement. Please help me how to fix it. Regards, NAM.
Moving users from different sites to just one site (or no site at all)
Dear All, In our production environment, an initial configuration of SDP was made to consider regular rooms as entire sites, which is not fit for purpose. Before considering implementing sites in a beneficial way, I would like to have all the requesters into one single site (or no site at all). Currently, the site field is named as Roomnumber (which needs to be changed to site) and is receiving data from the AD based on the room where the requester is located. So, in a nutshell, how can we remove
Slack Intergrations
Hi all, We have started rolling out slack to our business and have a channel where users tend to open service desk issues. At the moment if something need to be logged (isn't a quick fix) either a technician or the user will need to log it separately either via email or the SD console. Ideally we would like to have the ability to send a comment from slack to service desk, we do already have the ability to send information from SD to Slack but want to go the other direction - is this something which
Copy Report
Is there a way to copy a report? We have a report that we run for tickets for a certain technician during a certain time frame. I cannot find a way to copy that report so that I can create one for each Technician rather that creating a new one.
SLA's broken. Again.
This is getting silly now. I've set up a business rule that sets the priority for incoming email to 20 minutes response and 21 minutes resolve time. It was working but now I am getting this?????????????? We are trialing this for an important business function but I am rapidly losing any faith in this application to do anything in a remotely consistent way. The idea of paying for support sounds good but if there are going to be this many issues I wonder if I would be better off looking else where.
Need to add additional field in the Requester Information
Hi, I want to add additional field in the requester information like staff no. and it need to be populated from Active Directory Like it pulls the data for First Name,last name,department,email address etc. Regards Binu Gopalan Kutty +968 92801309
Project don't display in gantt view
Hi as you can see in the screenshot projects don't display in my user Projects>Gantt View properly. Projects display properly in local administrator user. my user role is project admin and my servicedesk plus version is 9.3 Build 9313 Thanks
Account - Additional Fields
Hi, We have made use of the account addition filed and will need to report for it. (Using SQL) Can you please let me know which table stores this field? Thanks.
Error
Hola Tengo este error como lo puedo solucionar ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Saludos!
Error al conectar con correo
Hola tengo este error, como puedo solucionarlo? ERROR:Configuración de correo electrónico se guardaron correctamente. Pero se produjo un error al intentar comprobar la conexión con el servidor de correo electrónico - No se puede abrir el buzón de correo en el modo LECTURA/ESCRITURA. Gracias Saludos!
Remove Request Tab from Self-Service Portal
First of all, sorry if this ends up being a duplicate post. I thought I posted this issue earlier but I can't find it. I would like to be able to remove the "Requests" tab from the Self-Service Portal in Service Desk Plus. I don't want requesters to see any history relating to submitted requests. Is there a configuration option I can change to remove the "Requests" tab? If not, is there some form of work around I could implement to get me by until a future release when this feature might be implemented?
Interesting Report Creation Question (or at least its interesting to me)
I'm trying to figure out how to create the following report: Show all changes submitted or approved that take place on OR during a specific date (or date range) For example: There are a total of 10 PCCs in the entire system. The PCCs are scheduled for various start and stop dates/times. PCC Start End PCC 1 : Jan 1 Jan 7 PCC 2 : Jan 9 Jan 17 PCC 3 : Jan 1 Jan 23 PCC 4 : Jan 6 Jan 6 PCC 5 : Jan 12 Feb 02 PCC 6 : Jan 6 Jan 23 PCC 7 :
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