Using a custom template as the default incident template
Hi support, I've looked around and cant find an answer to this. I've created a new template and I'd like to use it as the default. Is there any way to do that? Thanks in advance
Resolution Tab Default to Resolution not Solutions
We recently upgraded to the latest version and I notice that when you click on the resolution tab in a ticket now it defaults to the solutions instead of where you can type the resolution. How can we change this to default to the resolution?
Blank Resolution
This was supposed to be fixed in v9106 but it seems the issue is reoccuring again. https://forums.manageengine.com/topic/blank-resolution-when-you-create-a-request-manually Users are able to close tickets because the default template contains a blank resolution which is automatically added when a ticket is created.
Feature Request: Project fields dynamic editing
Feature Request to enable more fields in the Project tasks/milestone window to be dynamically editable. Also the ability to change the Task creation to behave similar to MS Project -- quickly add rows of tasks without having to open new task windows. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Date Field Widgets not working after upgrade to version 9309
Hi we are having problems with the date fields after the upgrade. Nothing happens if you click on the date widget - no error message at all.
Can"t access configuration item types after 9311 upgrade
Can"t access configuration item types after 9311 upgrade. Anybody knows what they can be
Auto fill technician as change owner
Is there a way to automatically fill the username of whoever is entering in a change/request/problem into a field? I would like this done as the form is created. Example: If i'm entering a ticket as a technician, I want my name as the Change Owner automatically.
Request View Dropdown
Is there a way to adjust this in any way we have several of these options we never use. In addition we are attempting to create a new one but there are no options in the filters for tasks? Am i missing something possibly?
Contracts - Date error when importing xls
Hi, I get an error when trying to import an .xls-file into the contracts module. I read in another thread that the cells that holds the information about the dates needs to be formatted correctly for the import to work, and i've tried formatting the cells but i still get the error. SDP 9305, MSSQL 1) Date parsing error : Unparseable date: "2012.12.31" 2701,TeliaSonera 4058679,Maintenance,,TeliaSonera,,,,2010.01.01,2012.12.31,0.0,,,,, 2) Date parsing error : Unparseable date: "2013.03.31" 901,Dell
is it posible to get the data from service desk to my own website?
I'm trying to connect to the database so i ca use the information on my own website. Is this possible or not?
IE and dropped request replies or failed add request submissions by users
We have been having users experiencing these issues, to try another browser other than IE, and these symptoms went away for them. We have had this issue for a while now, we just updated last night to 9310, but I am here asking if there were any specific IE fixes put in place regarding the failed add request submission? They requests just go nowhere when the users click submit. You can try again, and get both results, successful, and unsuccessful by just attempting to add another ticket. Its hit or
Custom menu to add specific ticket view?
I'd like to know if it is possible to create a customized menu that will allow us to display a customized view (customfilter) of tickets Request Type = Incident Request Group = Service Delivery Sortby Priority If so, how can we accomplish this? Thanks, Adam
HTML tags in subject
Hello, I have a problem. When request mark as completed user receive message with "<body> <div> <p> </p> </div> </body>" tags in subject. How I can fix this issue? Regards, Anton
Attached Documents to Assets
I would like to see a date uploaded column to the documents I upload to the assets. This lets me know when this was accomplished.
Error in update servicepack
Hello, good morning everyone
My name is André Ferreira
I am trying to perform the installation of the new service pack but it is displaying the following error:
You are trying to apply the patch over upgrade failed setup. Hence this patch can not be applied. Please contact Support for further assistance. And when trying to start the system it returns me the following error:
PPM Installation failed. Please contact the support team.
Failed to start the server. Please refer logs for more details
However
Processing requests from unattended emails
Xerox copiers can be set to send alerts to a specific email address, when supplies are low, completely out and when there is a problem with the units. Is there a way to script the way ServiceDesk Plus handles this requests, and also to prevent SD+ to send a reply to them, since the machines do not allow the receipt of emails? I would like to stop the system, from doing anything else when the email from the Xerox machine arrives. I also thought of going into the helpdesk customizer section of the
SLA By Group
Hi everyone, Can i create an SLA by group? I have more than one group on the same Site, Application, SAP and Infrastructure and need SLA per group. It's possible? I just got SLA through SITE, but that does not solve my problem. And creating rules is a big problem because we use the same category to work on the servers, applications work on the same server than as infrastructure and SAP. anyone can help me? Thanks alot!
Email Commands
Is it possible, through email commands, to create a service request rather than an incident request ticket?
Add Column for Attachments to see what tickets have attachments
I would like to Add Column for Attachments to see what tickets have attachments attached to them.
Field & Forms Rules
I have a rule set for on field change, it shows some fields after the user has made a selection but it is not working properly. After the user makes the selection the fields do not show until the user refreshes the page. Do I need to add a script as well to do an auto-refresh and if so does anyone have an example. Thanks,
there are open tasks, no close/resulted the request. how?
We could control that a request doesn´t change result o close if there are open task. The idea is avoided the user change to "result" (or close), whitout close all tasks. How could you do it?
Sending notification failed
Dear All, May I know the problem why i am receiving "Sending notification failed" error and can't reply the requester? Thank you! Hope to hear from you all! Thank you very much!! Best regards, Jei
[Feature][Request] Custom trigger script when there is a new mail reply
Hello, At first, I'm sorry if this is bothering you. But I have searched in many place for this feature in SDP. I only found out that there's a feature ID (SDF-61718) may relate to this. I think this is a very important feature that many company need it. Just wonder when will this be released . Or better, does anyone know some workaround out there for this? Thanks a lot for those who read this :) . Cheers
CustomScripts
Hello, I can not get my ServiceDesk\custom\scripts\CustomScripts.js file loaded in the views. Can you help me? (It works on Linux)
Importing from Active Directory
Attempting to import from Active Directory. Only 16 records are being imported from over 100 in the Organization Unit that is selected.
Chrome complete page load in 30 seconds
With browser Google Chrome the main page is completly opened after 30 seconds and if open the console of the browser I see the following advise: thirdparty.js:5 [Deprecation] Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. For more help, check https://xhr.spec.whatwg.org/. send @ thirdparty.js:5 :8081/commFrame.do Failed to load resource: net::ERR_CONNECTION_TIMED_OUT The server is published on port 443 and I haven't any
SQL 2014 problems
greetings, im having problems installing Service Desk Plus with SQL 2014 is compactible with this DB? because i install the native client 11, and comand line 11 but in the moment whent i test to conect to the Instance show "Loggin failed" i need to install some native client specific?
SMB v1
So SMB v1 is being disabled all over the globe due to the WannaCry Malware. I have seen reports on other forums that this breaks Active Directory PassThrough authentication for ServiceDesk Plus when disabled on domain controllers. We are on the edge of disabling SMB v1. Would someone please confirm this issue, what else is going to break and if/when a fix is forth coming if there are issues? Thanks!
Survey Notifications?
Is there a way now or can there be in a future release, a way to get a notifications to "X" group of users when a survey has a value below a set-able threshold? So If the rating is 4 or less, send and email with the survey info to Bob, Steve, Bob, and Ted? This would allow robust followup for the managers or supervisors to address any issues immediately. I know a large survey enhancement is close (any hints when?). Was just wondering if something like this was in there or could be added. Thanks David
Creating a custom incident template
Hi, Is it possible to create a template that is not pre-populated with fields and email reply options? I know we can edit existing templates and add fields but there is not enough space in the template to add all the fields I need. I'm trying to recreate a form our sales team use. I need more empty spaces essentially! Is this possible? Appreciate any response!
See technicians working on a ticket
Now, I may have missed something, either by changing a setting or a with a new release. But, we used to be able to see if any technicians were viewing a ticket and pop ups appeared when an other technician made amendments to a ticket whilst you were viewing. What has happened to this feature, we no longer seem to have this?
Update Technichian (Associate Site and Group)
Dear all, I'm Using porgressql and i need to help the query to update Technichian to associate site and group. ex: We have 100 Site and 50 Technichian,5 support group, our workflow is only the people in a group with a specified site can populate in request template, and the prolem is my company change the technichian with the site everyweek, and we can't take 1 or 2 hour every week to update it,so any tool ,api or something to help up update it ? Thanks.
Approval Status and multiple approvals
I am concerned with the approvals process for a request - we have a situation where a ticket requires multiple approvals from the same person to approve progression through each stage of the resolution process. (or in fact, multiple approvals at all) I can see that I have sent an approval and that the approval was given, but there is no information visible about the message that was sent (even the subject line). Even if this information is not visible from the "Approvals" tab, it would be good
Additional Fields cant be bulk updated
Just recently when we go to bulk edit tickets, a message saying that the additional fields for selected service requests will not be updated. we have a template tat has a lot of updated fields and invariably needs to be edited. We had not seen this error before. Is this something with the update (9306) or is this something else?
Error message
Hi, I keep getting the error message which appears in the image attached. I’m using the latest version of Chrome on windows 8.1. Java is 1.6 after switching from 1.8 On the server side, Service desk is installed on a windows 2018 R2 . Version of ManageEngine is 9.0 Build 9020 I attach the support file Thanks David
Remote MSSQL Restore of build 9000 fails
Hi there, Currently trying to restore a botched update of ServiceDesk. MS SQL (2012) runs on a separate server than ServiceDesk. I've been using this for reference: http://www.manageengine.com/products/service-desk/upgradefailure.html I ended up uninstalling ServiceDesk, renaming the old directory and then reinstalling another 9000 build using the package from here: http://archives.manageengine.com/service-desk/9.0/ Once a fresh build was installed, pointing to the MS SQL server, I then stopped
ServiceDesk Plus 9310 Released
Dear Users, SDP 9310 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Issues Fixed in 9310
SD-65898: Single Sign on does not work if we disable SMBv1 protocol in domain controller.
Behavior Change in 9310
SD-66938: Expiry time format for STATE_COOKIE is changed from session to seconds(60sec).
SD-66934: The "keep me signed in" option in the Login page is to be kept unchecked by default.
Please refer to
Accurate Time Reporting
Good day, Time reporting in SDP is still very immature. I have operating hours configured but we have different operating hours on Fridays. I know that ME is currently working on different operating hours for different days, what is the progress on this? Secondly, I have holidays configured. My problem is this, Holidays are not calculated properly, We recently had a Friday and the following Monday as a public holiday. When calculating the time taken before a response was sent, it is clear that
Chat
Hi, Can users and technnicians open live chat sessions within SDP ? If yes, is it possible to assign technicians to users on a per group basis ? If no, is this feature in your roadmap ? Thanks for your reply.
Responding to multiple tickets at once
I am hoping someone can help with this. Sometimes situations come up where an incident will generate a large number of tickets. As you know, dealing with one ticket requires filling out a number of fields, etc as well as (sometimes) replying to the user. This becomes a very large task if a large number of tickets are generated for the same issue. We would like to be able to merge all of the tickets into 1 ticket, and then fill in the various fields and reply to the user... once. If all the data
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