New Incidents associated to the Prroblem
If the new created problem will take time to resolve ,how about the SLA of those New issue associated to this Problem? what is the best practice that the SLA for the New Incident tickets will not be violated?
Ability to utilize Closure Codes when marking request as Resolved?
We have set up Request Closure Codes so that we can track, for instance, duplicate incidents, incidents that Technicians are unable to reproduce, requests that are not approved, requests that are resolved/fulfilled, etc. But we'd also like to have Technicians mark requests as "Resolved" so that the original Requester will actually close the requests, signifying their agreement with the Technicians' closure code selection. It appears that Closure Codes are available when a Technician "closes" a request,
Upgrade Service Desk Postgres to SQL
I need to schedule an appointment to have someone upgrade my Service Desk from Postgre to Microsoft SQL.
One user two entries as Technician in dropdown
I have one user that is showing up twice in the dropdown as a technician, but when I look in the admin tab, he is only showing once. We are on Version 9.3 Build 9308. He is also not receiving emails.
Mail Fetching Rules no longer working after 9307 and 9308 upgrade
I upgraded last week to 9307 - I have just had new calls logged from out of office replies - I had previously had these set not to log a new request for automatic replies. so I have now upgraded to 9308 and the issue still exists - all the rules I had created have disappeared and nothing is listed. if I go into Mail Server Settings > scroll down to Spam Filter - I select the following criteria: "subject" Begins with or even Contains - I then try to select Choose to allow me to type the words, but
XLSM attachment problem
If we attach an XLSM file to a ticket, we get the following message in Excel when trying to open it afterwards: "We found a problem with some content in 'FILENAME'. Do you want us to try to recover as much as we can? if I click YES: Excel completed file level validation and repair. Some parts of this workbook may have been repaired or discarded. Replaced Part: /xl/worksheets/sheet1.xml part with XML error. Whitespace expected. Line 2, column 796718. The first tab in the excel which contains data
Issue with global search and top menu in ServiceDesk Plus 9308
Mouse click on (Requests) at the top menu do not become showed reversed and keept marked when Norwegian language is selected. (Ok in other languages). The other choises becomes reversed background (Problems/Changes/prosjects) when selected with mouse clicks as they should. If we fill in sometig in the search field at the top and press Enter, the view changes always to "solutions" (in Norwegian this is named: "Kunnskapsdatabase"). The search function works fine if selected language is an other than
Include 'history' & other info in asset searches
Hi Any chance you could improve the asset search to look through all related information? At the moment if I search on a requester's name in assets it brings back the assets currently associated with them. Quite often I'd like to know which assets a given requester has had in the past. At the moment the only thing you can do is make educated guesses, opening each asset and checking the history until you hopefully find the one you want. Many thanks, Paul
Notes
Is there a way to prevent the requester from adding a note?
Single Head Department approver in multi sites ( or Whole Organization) for service request
Hi, I have two sites and every site has their departments and every department has it's head department, but some department expanded in whole organization. For example, there is a Financial department that shared or expand in SITE A and SITE B. This department has a Head Department that exist in SITE A. Now I want to design a service catalog that need to approve head department. But because of that Financial Head Department exist in SITE A and not exist in SITE B, Financial Department in SITE
"Hold on" requests is not open in planned time.
Hello! We often use "hold on" requests. It`s very comfortable. And we use "The planned changes to the state". But it is not work at last time :( For example, request should open at 13:00 17/02/2017, but right now 13:10 and request still "hold on". And thats happen really often, with all requests. I think it happened after update to 9.3.0. Right now we use 9.3.0.1
Merge requester accounts
Having been using LDAP lookups historically, many users have ended up with multiple accounts. I guess that they have first attempted to login with their username, and an LDAP lookup has verified their details and created an account. Subsequently they have tried to log in with an email address (as username) and again LDAP has verified their details, and created another account. We also have examples where users have changed names, and have ended up creating multiple accounts too (some as many as 4
Survey Comment
Would like to have an option for an open text entry for requesters that receive surveys.
See parent request of task that request not assign to technician not permission to see it
Hi, In our organization, we would like to give full overview of all tickets only to the Service Desk support group - 1st Level support. Some times we need to create task and assign it to another technicians support group. Other support group just see their own request that assign to them. When ServiceDesk group assign request's task to another technician group, they can't see parent request of task. What should I do to solve this? As matter of fact, other technician will need to see all the information
Mandated fields not required prior to saving incident
Earlier today, one of our Technicians was able to create an incident without populating the Impact, Urgency, or Service Category using the "Default Request" incident template despite all three of those fields being mandated for Technicians on that form. Later in the day, when editing the incident, she was required to set those fields before saving her update. Part of the request history is below, with lines showing Impact, Urgency, Service Category being changed from "None" to a value. (Priority
All about preventing erroneous sites from being created in SDP upon user sync/user import
I have a real challenge in that when on of my 85 technicians creates an AD Account and the site has a typo or is altogether incorrect, SDP creates a new site and if we don't catch it quickly, requests come in, are associated with those requests, and appear as being logged against UNKNOWN site and UNKNOWN region in our reporting. Then, after fixing the AD Account, we have to move the users to the correct site by hand. We have to search for an bulk edit any tickets generated to update the site, move
ServiceDesk Plus 9308 Released
Dear Users, SDP 9308 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
New Features in 9308
SDF-65900: Following enhancements have been made in SMS notification settings: Platform account support for Clickatell Option to modify SMS Gateway API URL from UI Unicode support for Site 24X7 SDF-66288: The following script methods have been supported in Field and Form Rules: $CS.getValue("REQUESTER.EMPLOYEEID"); $CS.getValue("REQUESTER.SITE");
Stop to select non-existent requester
Dear Support, When I create a new Request I have to fill the Requester Details form. Under it there is a "Name" parameter. We are using AD integration and select the requester name from the list the SDP offers. If our colleagues make a mistake and accidentally hit an enter without selecting the proper AD user they are able to record a ticket with a non-existent account that will be recorded to the requester database also. Because of this there is a lot of similar (an non-existent) requester in the
Boot Camp Apr '17 - Building intelligent forms
converting service to an incident
If I try to convert a Request to an Incident, the field Description will be delete. So all the text wrote from the user will be delete. Thanks Regards
Time-out
Dear, I am not sure there have any setting which related to "time-out" function For example, when I log in to service desk page, and haven't any action after a short period (e.g. 15 mins) there will have pop-out window which show you will be log-off after xxx mins Or, It will automatic log out, and I need to log in again if I need to use service desk plus again Could anyone can advise how can set this function Thanks and regards,
Recalculate processing time and reset SLA when request re-open
Dear experts, Now, SDP calculate processing time and alert violation requests by closed time subtract created time. I need to recalculate processing time equal resolved time subtract created time. And one more help, when request re-open i need reset SLA time.Many thanks. Regards, Tiep P
Allowing administrators to "View as"
Dear all, A "nice-to-have" feature would be to allow administrators to view Service Desk plus as any user's account. This would allow for several benefits: Troubleshoot more easily when there's a user that is not able to access a specific module or form; Audit the visibility of different people without logging into their account or doing remote access Allow for easier testing of new functionality being put in place I can expand more on this if necessary. Kind regards, JS
no reply template option anymore
Hi We are sing MSSQL version 9.3 build 9308. We can't see an option to change the reply template anymore. Has something changed in this new version?
Email all technicians at once.
Boss told me to Email all technicians through service desk and tell them to close their tickets. Is there a way to send a email to all at once somehow.
Get tech members of group via SQL
Hello! how can I get members of tech specs group via SQL query? thank you!
Scheduled Status Change build 9308
It seems after upgrading to build 9308, the schedule status change is not working again. I know this was an issue in an earlier build that was fixed recently, but seems it is broken again as our status changes are not occurring per the scheduled time set.
i cannot select incident template in request form.
incident template selection field is missing in request form.
Change - send notification
Hello, After upgrade SD+ from 9301 to 9307 we lost visual editor field Description in Change module (Changes -> choose change -> Actions -> Send notification). But In "Problem" module visual editor is working. How can I solve the problem?
Scheduling Report - Share to other Technician
Hello Partners, how can I share my scheduled reports for other technician ? Rgds Bart Warsaw/Poland LUXMED Company BUPA Group
Problem after update 9308
Hello, We have a problem after update 9308. On "Reply" window disappeared some fields "Title" and "Reply Template" Any ideas? Russian screen: English screen:
Run node.js script in custom trigger
Hi, I write a nodejs script that run on the SDP server (command line) with cmd /c node AddRequest.js but when I set it in custom trigger configuration, it doesn't run. I attached my node script to check it. Notice that I installed nodejs on SDP server. Thanks .
Increase Contents field in Solutions page
Is there a way to increase or allow the text field to be increased on demand in the solutions page for the contents field? It appears that Title, Keywords, and Comments can be expanded however this feature seems to be left out of what I would consider the most important field to actually have it.
Query Task linked WorkLog
Hello!, How to create query the task linked worklog the project module? Database : PGSQL Versión: SDP 9304 Many thanks!!.
Can't restore data (SDP 9237)
Hi Server A and server B have install postgres and sdp 9237. I have setup test server (Server B) and restore data from production server (Server A) but I can't restore and I found an error message like this: please check this problem. thank you very much.
HTTP to HTTPS
Hi I have followed these instructions to redirect HTTP to HTTPS: https://www.manageengine.com/products/service-desk/faq-general-modules.html But whenever I hit the HTTP site I just get a 404 error? Not sure what I have done wrong?
Ports for Remote Login to SDP
I was having an issue logging in to the SDP server on the local network. I could see the Login page and enter details but it would just say "Wrong User of Pass". I then turned off the firewall on the SDP Server completely and login would proceed. What ports are required for this as I dont want to leave the Firewall off completely. Thanks
Service not starting
The service starts and then after 5-10 seconds the service stops. The password is correct (Otherwise the service will not start). ManageEngine ADSelfService Plus <- Service stops ManageEngine ADManager Plus <- Running no issues. Event Log: The description for Event ID 100 from source ADSelfServicePlus cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local
Operation ADD_REQUEST is not supported
Hi I'm trying to add a service request using the Rest API but getting error I'm using a C# WinForms application and below is the url which gets generated for POST, I can very well get the data using GET_ALL operation but not able to create a service request. http://<mysdurl>:8081/sdpapi/requester/?TECHNICIAN_KEY=28B7FD10-C515-402F-8B24-FC90E919ECEE&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<Operation><Details><parameter><name>requesttemplate</name><value>Marketing Request Form</value></parameter><parameter><name>technician</name><value>Paritosh</value></parameter><parameter><name>level</name><value>Tier
How to escalate tickets
Hi, Silly question but I cant find a way to escalate the ticket.
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