Service Catalogue send automated mail via PowerShell scripting
Hello, I Create a PowerShell script than allows to send automatically mail to my requester with an attachment. My problem is that in "to"section it cannot take automatically requester's mail address. This is the script: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata #Add Request fields values as needed $requester = $obj.request.REQUESTER $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket
Announcements too small
Please make the Announcements more obvious and larger. Our users overlook them
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
ServiceDesk Plus 9301 Released
Dear Users, ServiceDesk Plus 9301 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9301: SD-65655: Task tab under the Incident template displays a blank page for users who have changed their page length. SD-65659: Unable to modify the customizations done to self service portal post upgrade SD-65705: When the text to be searched in Assets module is entered in global search, it displays results from solution
Comparison with Asset Explorer
Good Morning, We are currently using the Asset Management component of Service Desk Plus and I am curious if there is any documentation regarding benefits or differences in functionality with Asset Explorer. -Kevin
Exporting or printing a dependencies map is HORRIBLE
When attempting to export or print (using ctrl+P) a project overview map or a depdenencies map (at the milestone level) the export and printout is extremely difficult to get right on a large project with a huge mapping of tasks. I would like to know if anyone has had success in exporting large maps
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
Client detail when creating request
How do I enable customer detail when creating a request? I mean, when a technician creates a request you can see the customer detail as shown in the image: But when the client creates the request, the details are not shown (Department, number, etc.) Sorry for the english, I only speak spanish, I used the google translator
Cannot Login with AD Authentication
Hi, I cant login to ManageEngine SDP with AD authentication. Why, i need your help. Thank you.
Duplicate Ticket in service desk
Hi Team, Does anyone facing this challenge? if any email is sent from A to B as <test subject>, after the ticket created another response from A on the same mail. the ticket will be created as <Re: test Subjet>. Regards, Chandru
How to Disable Template Categories page?
In the initial phase of implementation, I do not want to implement templates for service request generation. Whenever a user clicks on 'Submit your Request', a default page should appear for him/her to enter the Subject and the description of the problem. Attachments can be sent. I deleted all the configured templates and only a default template is present, which is created by system. When a user clicks on 'Submit your Request' button, a blank Template Categories page appears. From there, there
SalesForce / ServiceDesk Data Exchange
Is there any way to get data into services desk? I would like to be able to pull tickets from SalesForce so that we can track the request through our change process.
ServiceDesk Plus Java
Hi, I'm running ServiceDesk Plus 9 Build 9047 and I just noticed it is still using JRE 6u45. For security and performance reasons I'm looking at upgrading it to the latest JRE version 8u51. Is it possible? Will ManageEngine provide support? Thanks,
Trouble with scheduled absence and backup technichian
I have scheduled that I will be out of the office on monday afternoon and I have marked a backup technichian. The new requests that anyone tries to give me are now redirected to my backup. That's because the SLA is set to monday afternoon. I have to change the SLA to another day to be able to close requests that I'm dealing with today. Why?
Selection / Completion boxes within Tasks
Example: New user request. This spawns several Tasks to various techs. One tech will get the assignment. In the details of the task, the tech has to: refurbish equipment or issue new record asset assignment load O/S load specialty software install VPN or other apps as indicated. Contact user regarding ship/delivery date (especially if sending to another location [we have centralized IT for multiple sites]) etc. We would like to be able to have these items checked off as completed. We want to
Issue with login on service desk plus Standard
Hi, i have an issue connecting to servicedesk plus standard edition with administrator login. I had enable AD authentication, when i logout form the application and tried to login again i have the message: "User name or password not correct" So, connecting via psql (i have postgress database) i have used the queries found on this forum to reset administrator login password. Seems that it works but when i try to access with local authentication i have again the error. "User name or password not correct".
Change default CI structure
Hi, I wanna to change structure default CI. For example default CIs are: - Access Point - Business Service - Cluster - Datacenter . . . - Network I wanna to change above to this: - Network |_ Access Point |_ Cluster |_ Datacenter What should I do?
Auto merge based on matching phrase in subject
Hi Guys, Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line. For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised? However if an email came in that
Reorder Resource in Service Catalog
I've recently created a few Services in the Service Catalog and was given a new resource to add after the fact. That newest resource appears at the bottom of the others (added in sequential order) but I would like to make it the first Resource in the list. How can I move it from the bottom to the top? thanks!
How to change from local to domain authentication for default admin user?
Hi: I have change the name of the default admin name but I don´t know how to change the authentication from local to domain. Please, could you help me? Regards
$Survey variable not working
Hi, I am encountering an issue with the variable $SurveyLink. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" (ict-helpdesk:8080 is the url for our servicedesk environment) I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Aging Tickets per Technician per Group
Hello, I found the built in Query Report for aging ticket by technician: SELECT AAAUSER.FIRST_NAME,COUNT(WORKORDER.WORKORDERID) "Total Pending Count",COUNT(CASE WHEN DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 2 THEN 1 ELSE NULL END) "0 - 2 Days",COUNT(CASE when DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 5 and DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) > 2 THEN 1 ELSE NULL END) "2 - 5 Days", COUNT(CASE when DATE_PART('day',
Customer Support For Product Demo
I joined a small company not long ago and we use Service Desk Plus enterprise but only have Incident Management enabled. I was trying to find someone to provide a full product demo session. Yet that request was routed to their Help Desk and the technicians were clearly not equipped with the skills for the demo, not to mention they were 30 min late. I have not been successful with their support. Any suggestions on where I should direct my request other than sales@managedengine.com? Thank you - Treen
Reporting on Tasks along with Incidents and Service Requests
We are going to start using tasks as part of our new-account-creation process, since the ticket previously had to either be sent to each team in a linear fashion or we had to have sub-requests. Our management team would like to view all of the requests in the reports to include the entire pending workload and the items worked. Is it possible to run the standard canned reports to include tasks as part of the reporting on incidents and service requests? If not, how can we report on all the SRs worked
custom report for requests by assigned technician
Can I generate report for the request by how many technician is assignment to it and how long the request is stayed assigned to each technician ?
Report on Tasks worklog for tasks not associated with a ticket.
Hello, I have been able to create a report of exactly what I need for worklogs and task worklogs for anything associated with a user request. It looks like what I have below. Request ID Assigned Technician Requester Time Spent Time Spent Endtime Subject Description Time Spent Description Resolution 879 Marco A User 01:00:00 05/11/2015 05:32 PM Unable to start computer Computer tower light flashing yellow, unable to turn computer on. all connections checked Troubleshooting PC. Unable to power
Enabling Single sign on through office 365
Hi, Can I enable single sign on through Microsoft Office 365? Regards
Need help in new schedule report
I want to show aging of open tickets(date difference between Ticket created time & today's date) in scheduled report in Service Desk Plus Tool, Is there any way?
Reports: unable to execute the report...
It happens quite often that our technicians are getting the below error message. How can the SD+ admin get to know what kind of reports are running in background for concerned technician?
issue with SDP
Dear support, PFA
Reports available in selfserviceportal
We have created a report for the requesters. Is there a way to add this to the selfserviceportal from SDP.
Budget
My company who currently have 1000 License for Workstation and 25 technicians license want to use the PO module of the Services Desk Plus software - but before implemented we want to have the ability to enter the department budget - so everytime that a particular department create a PO the amount of that PO can be reduced from their department budget. Please let me know if this is something that can be included in the next release. George Alvarez galvarez@vipservices.org
Addition of cc field for submitting a Change Request for Approval
Hi, May we request to add a cc field when submitting a Change Request for approval? This will be useful especially when copying the Change Advisory Board and other stakeholders for approval.
Cost Details are visible to all - Confidentiality Issue
Good day, I have noticed that an individual that has only one permission, SDSiteAdmins, has the ability to see the cost per hour of all, even technicians his senior. This is even though no technicians have their "Allowed to View Cost per Hour" ticked This is a major security and confidentiality issue for me as a clever tech can calculate the salary of his superiors or seniors even though it as absolutely nothing to do with him. As a result of this access, Cost per hour cannot be entered. Please address
Make Requester Conversations editor bigger
Hi When I open a requester Conversations the editor is really small. Most users have big high resolution monitors. Maximized on a 24 inch montor it look like this. Complete waste of space under the red field. Please make the editor bigger in SPD. //Peter
Impossible sh Restore.db Servicedesk
Hi, I've tried to restore a database from the old server debian 8.5 32 bits to a new server Debian 8.5 32 bits .. but I didn't get any result. Can you help me ? I'm still looking for the solution. I copy the console comands here. I hope your answer as soon as possible, thx root@HD:/opt/ServiceDesk/bin# sh restoreData.sh -c /opt/ServiceDesk/backup/backup_postgres_9241_database_02_09_2017_19_15/backup_postgres_9241_database_02_09_2017_19_15_part_1.data *********************************************************************************
Adding /Editing Requesters via API
I'm trying to use api to insert requesters. This is the format I'm using. <API version="1.0" locale="en"> <records> <record> <parameter> <name>Name</name> <value>Prakash Jahar</value> </parameter> <parameter> <name>CI Type</name> <value>Requester</value> </parameter> <parameter> <name>Site</name> <value>GSC</value> </parameter>
Operating Hours
Hi, We have some questions about SLA hours. When I stipulate our hours of operation, does it interfere directly with the SLA? Our opening hours are from 8:00 AM to 6:00 PM. After that, all the new incidents will come, will your SLA stay? I also wish that in this case, if possible, all call states automatically change our working hours. For example: Gather information And the next day at 08:00, they automatically returned to the status they were before stopping the SLA. The biggest concern is:
Failed upgrade (SDPLUS 9.2.0-SP-1.0.0)
Greetings, today we tried to upgrade our SDPlus installation (9.2 Build 9235) but the upgrade failed when we tried to apply ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm, the server starts using all the available memory then it drops back to the cli, this is CentOS 7 x64 installation with PostgreSQL 9.2 as db server, it has 4GB installed and 2GB free in operation: org.postgresql.util.PSQLException: Ran out of memory retrieving query results. 16-02-2017 02:57:24 PM [SYSERR] [Información] :
Report That Shows All Tickets Last Updated 7 Days Ago
Hi team I'm looking to build a custom report that shows all tickets open/on hold/waiting on client or waiting on vendor that have not been updated in 7 days. I'm looking to add the following fields in the following order: Request ID Requester Request Status Subject Technician Created Time Due By Time Last Update Time I tried building a tabular report myself and could not filter out the last 7 days. mssql database ver 9.0 build 9009 Thanks.
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