On Hond to Resolved
I have several times when a ticket is for all intents and purposes resolved but the user feels better if it's left open for a few days so they can "make sure" it's ok. When you edit a ticket and set the status to OnHold, you cannot choose resolved as the next status when the timer ends. I cannot set it as Resolved off the bat as the second they get the resolution email they immediately respond which re-opens the ticket. Suggestions?
Email response to tickets not threading
Hello all- We have a first response SLA setup, and techs must respond to tickets. This is done by hitting the 'reply' button on the ticket, and sending an email. Once the user receives this email, they will respond back. However, when they do, the chain is broken, and all communications go through just email, and do not appear on the ticket itself. To get responses to appear on the ticket (for records, etc), they'd have to go to the ticket, and respond there. Is there a way around this/to keep the
mail dialog in Servicedesk request
Hi. is it possible to add mails directly to a servicedesk request without opening the servicedesk application? I was thinking, if you are in the mail application (ie outlook), is it possible to cc servicedesk@domain and then the mail is automatically attached to the request. I have seen this functionality in other CMS systems, where you CC the CMS system, and you just have to make sure you have request number in the subject. Best regards thomas
Unable to scan assets
Hi I am struggling to run a scan on some of our computers on the network. All these computers are connected to the domain, they show up in AD, I am able to ping both name, FQDN and IP address from my computer but the scan fails. Could you advise if there is a log that I can view to identify what the issue is with these computers. All computers are Windows 7 devices. We are running 9.3 build 9304 Any advice or assistance is greatly appreciated Anna
Schedule Report Management
Hi Team, I would like to inquire how do I manage the schedule report because I've got to disable some schedule report but i don't wanna delete the report. I'm running on 9.0 Build 9035 Regards, Vincent
anyway to send an attachment file to an email on SDP?
Dear all, So i created a request catalog with an email field (mandatory field) and has an attach file field on SDP. The point is , in that request catalog, i wanted to send attachments as well. But when it sends the email, it only sends the description to the email but not the attached file. The attachment file is necessary (confidential document that is intended to be stored to sharepoint via the email). So my question is, is there anyway to send an attachment file to an email using request catalog(customized
Merge request failure after upgrade to 9212
Hi, We upgrade our SDP from version 7xxx to 9212 as the path and steps told by ME website. Seems everything works fine but all technicians can not merge request now. We always get below error message in a yellow box on the top of the page: FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support
Site Field Should Have More Controls
Suggestion and Problem: Suggestion:I see lots of discussion about the Site field, but I would suggest that the site field have same control attributes on a incident template as any other field (Mandatory Field, Requester Can Set, Requester Can View). In addition, I would like to suggest that the Site field be added to the Request Closing Rules. We utilized this field heavily from a reporting perspective and have to run a report to validate Sites before we generate business reports. Problem: The
Sites do not update after requester is changed
I have noticed this with email tickets, but after the 9.3 upgrade it appears to have gotten worse. First issue, when a requester email an incident into SDP the ticket gets created but it does not assign a site. The sites are all populated and correct in the requester record. Second issue, if the requester is changed in an incident ticket, the site does not update from the new requester data in the ticket. We have to manually go in and select the site. I don't see what advantage there is to associate
hyper link
Dear i have text in description such as "https:\\boubyan.com" i want convert it hyper link to press on it directly https:\\boubyan.com how i make it by Excecute script Thanks in advance
How export or obtain a report about de comercial rules?
How export or obtain a report about de comercial rules?
Set a custom email to customer when Service is set to Resolved
I have a service that I would like to have a custom email be sent to the customer when all tasks have been completed. The body will contain additional instructions for the customer to complete on their end, however, the service is technically completed. Is there a way to have this done automatically?
[SDP] Mobile Client - how to disable?
Since SDP 9231 has been released IE version 8 and below is not supported, but SDP user after login in is redirected to http://<machine-name>:<port-number>/html/Non_Compatible_Browsers.html page where there is an anchor into a Mobile Client version (<a href="/mc" class="error-returnback">). It is not acceptable for us that users could use Mobile Client version at not mobile devices (desktops). We don't need to use a Mobile Client at all. How to disable a Mobile Client version of SDP? Thanks in advance.
Field and Form rules - change field to compulsory
Hi, I have a field & form rule set up as attached. So basically I want the technicians in the Process Applications support team resolving the request to be forced to choose and option in custom field "Application Subitem" before the request can be resolved. This is not working though - the resolution can still be submitted without the Application Subitem being selected. If this has to be changed to "on form submission" what script do I use to this? Thanks!
Assign two users to an asset
Hello, In my organization we are given the case where several users use the same asset. We would like to know if it is possible to assign the same asset to several users, so that when generating an request the asset appears as its own in the form. Thank you.
Task Dependencies
Hello Team, The way task dependencies work for the change module is strange. We are allowed to choose parent for the child task but we cannot close the child task until the parent task is closed. It would help if it is the other way around(which is the normal way) where we should not be able to close the Parent task until all the child tasks could be closed. Your suggestions would help. Regards Solomon Ferns
Backup Tech: Move request to unassigned state
I am out on Friday, I have business rules created. When I am out, I would like the tickets to move to unassigned state but getting failed to save values error message. - Tasha
Custom Dashboard
Dear all I tried to make custom dashboard, following instructions from site, but I can not find NEW button actually to start creating it. Need help where it is(NEW button) or help how to edit existing dashboard.We use ManageEngine ServiceDesk Plus 9.2 build 9233. Thanks
Technician user guide?
Hello! I've just been looking through the user guide documentation and unless I've missed something, there isn't a specific user guide for technicians? I know that the Admin guide contains the info on how technicians use SDP, but it isn't necessarily appropriate that they see information on how the product is configured. Do you have any plans to create a Technician User Guide? It would be a great resource for training new technicians and easier than trying to pull out information out of the admin
Service Desk+ Load
Hi, When it comes to technicians, what is the maximum load that servicedesk+ can handle?
mandatory field
hi, i have mandatory fields in incident template. but some users create incidents and they doesnot fill any mandatory fields. I wonder how they did it ?
Technician Notification failed
Hi guyz, I have an issue to notify the technicians when one of the technician assign himself to a request. As you can see on the screenshot,i have checked to alert the technician for a request assigned in the notification rules. However,the requester got an email informing him that his request was assigned to $technician. Kindly assist, Brian B.
Advanced search not working, not responding
My advanced search does not respond whenever I click on it, it keeps trying to load but it doesn't. It is working for other user's but not me. I am running SDP 9.2 Build 9234 with MSSQL database. I have noticed before that sometimes when you execute an advanced search it keeps what you last searched for in memory and then when you go back to advanced search it tries to search again for the same criteria as last time so it slows it down considerably. I am not sure if this is still the case in SDP
Notification Template: Notification for Incident Technician/Requester
Hi Can you please confirm the Notification highlighted below goes to the Requester and Technicians of the Incidents linked to a Problem. Is the email sent when the incident is linked to the problem and is there anyway to insert the RequestID link in this notification?
'Default Request' Template is displayed 2 times
'Default Request' Template is displayed 2 times instead of 1 time. So, in the Configuration Assist we have a 'Default Request' as a Template for Tickets: Thats ok, but if we want to edit a ticket, this 'Default Request' is two times in the Dropdown Box. Both of them have the same effect: is this a bug or incorrect settings? Thanks alot and sorry for the german-language Pictures Greez
Convert service request to incedent
We can able to convert Service To Incident only for unapproved and New Service Request. But Here we require option a technician can change Service to incident at any stage . Because in Service request we have predefined approvals and a mail will first goes to reporting manager or department head once they have approved then it come to technician. And a technician will be a right person to define it Service request or Incident request based on the request type. In our setup we want to convert
Error in parsing email
Hello, I've put a new server to test your program, server configuration: windows 2012r2, Sql 2014. The system works kind of well, but has encountered the problem of parsing. I turned off parsing, requests are executed an example: @@REQUESTTYPE=Инцидент@@ @@GROUP=Группа SD@@ @@TECHNICIAN=SD@@ @@OPERATION=EditRequest@@ @@REQUESTID =8@@ @@RESOLUTION=Заявка@@ @@STATUS=3. В ожидании/согласование@@ But if you send a request to close the application with the status decided it is impossible. Updates the
Request Approvals
Hi team Many times we face problem in approval link. some time they get a message request has been already approved , but they says they have not approved. can get a info from which IP or host name the previous approval has been done.
Category / subcategory / item
Hi, is It possible to change the order to the above ? I would like to have a category "N/A" at the bottom of the category list. or is it only possible to have alphabetic order? Best regards Thomas
Not able to get CI details with SDP API in latest version
I use below xml template and sent request by using SDP API. But it reports SQL Syntax error. (it worked in previous version) xml = ''' <API> <citype> <name>Servers</name> <returnFields> <name>CI Name</name> </returnFields> </citype> </API> ''' {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3001","status":"Unknown error.","message":"SQL Syntax Error : Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller
WordOrder_Fields table
Does anyone know where the list of values in the custom fields in the WordOrder_Fields table is stored?
Global Search: User has insufficient rights
After upgrading to 9.3 Build 9304 we have the following issue: A technican with role 'SDCo-ordinator' wants to perform a global search and gets the error, that he has insufficient rights for this. How can we fix this?
How to check if user has approved a request?
We have a user as per the user he has not approved the request nor has he forwarded the same to anyone for approval . As per the system its approved . any other way to prove to the user its approved by him . kindly advice . Regards, Manish.
Approve a Request from Approvals tab
Sorry if this is a double post but I didn't see my 1st attempt. I know Approvals exist on the home screen, but is there a way to approve a request from the Approvals tab? it would seem to me that if i am the approver and have lost my email, I should be able to come here and have a button to approve or deny. Is that possible or just a good new feature for a future version? Or...is the only way to approve a request is either via the email or the home portal page?
Tasks with No Owner
Hello, We have technicians that upon creating new tasks within a request, if they forget to make themselves the owner - the tasks are NOT visible to him (as the creator) in the listing. We haven't found a way to at least make the OWNER field required or default to the technician who creates the task. When this happens on the technicians assigned request it will show the number of Tasks(Example Tasks (0/4)) however the tab shows nothing.. Hopefully this is clear and you can give me some guidance.
Add Service Catalog custom fields to custom report
I need to add a field called "Partner Case Number" in service catalog catagory named "client support" to available columns when creating custom reports. Using SDP 8.8008 MS SQL backend Custom Query for custom report build to include this in: SELECT icd.NAME "Item",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",icd.NAME "Item",wo.TITLE "Subject",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time" FROM WorkOrder wo LEFT JOIN
Change Approval: Addition of Attachments
Hi Support, May we ask for a feature request to add a feature wherein we can add attachments within the Submittion for approval form? This will be handy especially when adding release notes and other change related documents to CAB for approval. Let me know if this is possible.
tecnician assignment report
I need to run a report that shows when I technician reassigns a ticket and to who?
CC reply open NEW request
Hi Why a cced contact, when he replies to the SD system notification (That have the ##reqid## in the subject) SD opens a NEW req? It openes new req every time - insane! Please assist.
Backup Technician
Hi Team I found 1 option (backup assigned technician) which I thought it can auto-reassign the task to backup technician (Derek) when the requested technician(Nuha) is on leave. I tried but unfortunately, the option seem no effect at all, I still can get ticket. Need your clarification on this Your cooperation is highly appreciated Regards Gopi ME Tech
Next Page