On demand reporting
Hello All, Does anyone know if there is a way to setup on demand reporting for the customer dissatisfaction report within Service Desk Plus? My director would like to receive a report everytime a customer completes a survey and is dissatisfied with the level of service they received. Any help would be greatly appreciated. Colby
Convert Request Template to Request Template
I assume this has been asked for before but I wanted to ensure its on the roadmap. We need the ability to convert a request template into a different request template. We currently have the ability to flip incicent templates, convert an incident into a service request, and I believe the functionality to go from request to incident is imminent according to the road map. The final scenario is to convert between request types Often our customers choose the wrong template--when this happens the wrong
Requester to duplicate request
A Technician can go to - Actions - Duplicate Request to duplicate a request. How can a requester duplicate a request?
Unable to install updates.
I keep getting the following error when trying to update. ("The file may be corrupted or check for the available disk space.") I do run the updatemanager as Administrator. I am struggling to get support to remedy this issue.(See attachment.)
Update Manager
I have been unable to install updates for a few weeks. The update manager when launched, will stop the service, but I do not get the usual java app up that allows me to select the update patch and install. Is this an issue with a java update or is there a corruption somewhere?
SLA violation in servicedesk plus
Hi All, I have this issue with SLA. One of the requests have been resolved in time but it keeps showing a response status flag of being delayed by 12 days and 22 hours - and growing. (as per picture) I need SDP to recognise that when a request has been resolved in time, the response status is not delayed. Any suggestions? Thanks.
Requester's - Service Request Approver
Hi I would like a report that contains all requesters and technicians who have "service request approver" enabled. Running postgres. thanks
work order ID to change ID
Is there a way to convert a Workorder ID to a Change ticket while keeping the existing WorkID number?
Resolution Template with Attachments
Is there a way to have a resolution template contain a list of attachments? I onboard employees, when I do I have a list of several documents that must be sent to the supervisor. I was wondering as they are the same documents for all employees hired if there is a way to create a resolution template that contains all the documents as attachments, and whatever else so when I select resolved that it will send these documents automatically on resolution. I thought about doing a reply and usually that
Free License Technician
Dear All please i want to ask about SDP free edition ... how many Available Technician is it 100 or more ??
API - Criteria based search and View Requestor list (Requestors).
I am trying to pull a list of all tickets created since the last time I polled for tickets through the API. It seems like the only way to filter tickets is by passing a queue and this only allows a static date. Is there a way to be able to search for all tickets created after a passed in timestamp value? Eg all tickets where created datetime > ($VALUE) Is there a way to query for the Requestor List through the API? Thanks, -Dan
Email convert into tickets in helpdesk
Dear Support, How can be possible if anyone sending email about the issue, then that email divert to Manage Enginee Helpdesk to open as an tickets. As of now your system currently working, we send email and you take into Service desk plus Help center. Please provide the solution how we can make this in our organization. Thank you. Regards, Afzal
Attachment Rule
Hi, Is there any script or rule that can be applied that prevents a request being raised that does not contain an attachment ? We have some ITSR's that we have but quite a few require a template to be attached and it would be good if we could prevent these being raised unless they actually attach something. Any ideas ? A
Report File (.XLS) Corrupted
Hi, Why i cannot open report .xls file after i download it, and it said "excel found unreadable content....". Before it was okay. I attach the report file. Thank you.
Script Master - 1: ServiceDesk Plus & Slack integration.
Hey Guys, Who would say a NO for a script that makes your IT job easy and fast? Thats why, we are launching "ServiceDesk Plus Script Master", a weekly activity that envelopes a use case gathered from some of you, the script to achieve that requirement and its execution steps along with the video. Don't forget to visit PitStop every wednesday for the Script Master's post and make your IT life a bliss. Today, let's see how to integrate Slack with ServiceDesk Plus. For the uninitiated, Slack is a cloud-based
Custom Trigger not working consistently
I have a custom trigger for performing some automation around high priority tickets. The rule always triggers when a the ticket is created; but only sometimes triggers sometimes when the ticket is edited and set to resolve. Is there any explanation for this behavior? The rule is set to trigger on Create and Edit status "is" "Open", "Acknolwedged" , "Resolved"
CC Field when Replying to Request
Good Afternoon! When someone e-mails the Helpdesk it creates the ticket but the e-mail it comes from is a distribution group. When we go to respond to the ticket it will have the user in which the original e-mail was created in the To field but in the CC field it has the distribution group in which we don't want to respond to everyone. Is there a way to remove the information in the CC field so we don't have to remove it manually every time? Thank You! William
Disable Solution proposal for technicians?
We upgraded to SD Plus build 9241. All technicians now see the Solution proposal tab when they try to fill in resolution text as first tab. Is there a way to change this behavior and either disable showing the solution tab or keeping the Resolution tab opened as first ? Regards, Jan
support group problem
hi i have a problem, admin>support group there is no groups for example "Kakheti" but it is show in request , please see pictures, best regards, nodar vardiashvili
Contract: Maintenance cost
The amount entered in Contracts Maintenance costs is supposed to be monthly cost, annual cost or cost for the period ? Antoine
Incident - Additional Field
How do I get the software to "remember" what was typed into a "Incident - Additional Field"? Single-Line and Multi-line? If I open an incident and start typing in a single-line or multi-line why does it not remember any historic info I have entered?
How to create custom query report from the 16th to the 15th of the month.
I need to create a scheduled report that runs every month on the 16th and must start from the 16th to the 15th of the previous month. My current query is: SELECT wo.WORKORDERID AS "Request ID", wof.UDF_CHAR12 AS "Visitor Name", wof.UDF_CHAR11 AS "ID Number", wof.UDF_CHAR13 AS "Visitor Surname", wof.UDF_CHAR1 AS "From Company", longtodate(wof.UDF_DATE1) AS "Effective From", longtodate(wof.UDF_DATE2) AS "Effective To", std.STATUSNAME AS "Request Status", longtodate(wof.UDF_DATE3) AS "Card Issued Date/Time",
How do I create separate date and time columns in my report?
I need to create separate columns for the date and time of the "Effective From" and "Effective To" fields. Currently they are produced in one column. SELECT wo.WORKORDERID AS "Request ID", wof.UDF_CHAR12 AS "Visitor Name", wof.UDF_CHAR11 AS "ID Number", wof.UDF_CHAR13 AS "Visitor Surname", wof.UDF_CHAR1 AS "From Company", longtodate(wof.UDF_DATE1) AS "Effective From", longtodate(wof.UDF_DATE2) AS "Effective To", std.STATUSNAME AS "Request Status", longtodate(wof.UDF_DATE3) AS "Card Issued Date/Time",
Feature Request: Ad-Hoc Merge requesters
SDP Team, We need the ability to merge requesters on the fly without having to build a test environment and bring down the application. I see this feature has been requested several times. I just upgraded to 9.2.9240. Is this available? If not, can we please get this on the road map? Thanks, Adam
Any way to add or script importing a user from the request screen?
Often, we get new users added to the SDP database inbetween scheduled AD imports. Is there a way we can trigger the AD import function to import or re-import a requester from the request screen: 1) It would allow our non-admin SDP techs to perform this function. 2) It would allow us to avoid having to exit the request go into Admin>Requesters>AD Import>Manual Import and running the pull. Thanks, Adam
Incident Form - Accessing the Requester Department field value
From within the Incident Form, is there any way to get access to the Requester's Department field using $CS.getValue("????"). For example, to get the selected "Site" you would use $CS.getValue("SITE"). How do we reference the "Department" field in this way? Many thanks.
Automatically log a request for an expiring contract?
Hi there, We don't currently use the incoming mail fetching option so is there another way that a request could be logged automatically when any contract expiry notification is triggered? Any ideas? Thanks.
Import from Active Directory stopped working
Hey All, We have Import Requesters from Active Directory scheduled for 1 daily. Up until now, it has been working perfectly, however all of the sudden it has stopped working. I have checked all the information, and it is correct. I was also able to perform an "Import Now" and it worked, however that was a week ago, and I just now found out it is not working again. Is there a log where I can see what is happening, or why this isn't working? Any help out there would be great! Thanks! Jeff Day
Approval Workflow Issue or Intended Functionality?
9.2 Build 9238 MSSQL We have a number of templates that have an approval workflow. This morning it was brought to my attention that after a ticket has been approved a technician edited a resource field on that template with some missing information. This edit activity caused the approvals to all be resent. I don't recall seeing this behavior before nor do I see it described in the user/admin guide; however I could see where this could be intended functionality--however if it is I would need to understand
Internal Server Error - Survey Link
HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
java.util.regex.Pattern.<init>(Unknown Source)
java.util.regex.Pattern.compile(Unknown Source)
java.util.regex.Pattern.matches(Unknown Source)
java.lang.String.matches(Unknown Source)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:202)
note The full stack trace of the root
Reindex Database
Dears , what reindex Database do ? is this make better performance ? & another question .Archiving the closed Request also Make Better Performance ? Thank You
Restore Device
I accidentally deleted a wrong Server on Service Desk Plus. Is there any way to restore the device and these data? Thanks.
Unexpected behaviour change after upgrading to build 9239
Hello, After upgrading our test environment from build 9227 to build 9239 we noticed a behaviour change when using email command. Until now, we used the default SDP email address as FROM address. Because this email address is associated to the default administrator profile, all mappings were successful. Since the upgrade however, the mapping fails. The issue is that the email address is also associated to a requester profile. That means there was a change in the logic: now SDP seems to first check
Request Details - Name field on the New Incident form
Is it possible to add a custom field which is populated based on records on the database. For example, can we add a custom field that contains all Requester Names by referencing the table rather than manually adding them? Secondly, is it possible to use $CS.getValue(FIELD_NAME) to change the value in the Requester Details - Name field? For example, we change get the value for the site field by using $CS.getValue("SITE"). How do we do this for the Requester Details - Name field, please? Many thanks.
Job execution Failure
Hi, I need help to solve this issue, we have many error logs like this and some notifications are not sent JobExecutionFailure: jobId:106671; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[106671],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":6243,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@2f537f63"],"errorInfo":[null]}
Purging old tickets?
Hello! It is possible to have the system automatically purge tickets that are past a certain age? For instance, maybe a query or scheduled process that can determine tickets over 5 years old and automatically delete them? Or even if it can automatically archive so someone can go in and select all the archived tickets and delete them manually? This is for a "data retention" scenario. Certain tickets don't need to be kept longer than 5 years so it is beneficial to have them purged. Thank you for your
TLS 1.2
I was under the impression that Service Desk didn't support 1.2 encryption. Is this still true? If so, when can we expect and update that supports it? If it does support it, how do we enable it?
Technican Appear in drop down list while creating a ticket but it doesnt exist as a real technician
We are currently experiencing and issue when trying to select a technician who appears in the pick list but doesn't actually have a real tech accounts how can we remove this bug. Our Current Your Version : 9.1 Build 9120 We will be updated to latest version soon but in the meantime we need to fix this issue before that happens.
Query Report please need assistance
Dear Developers. Can you help me please. I need to add string with "type of request" in this query. Thanks a lot for the answer. SELECT wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",sdo.NAME "Site",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME) "Responded Date",longtodate(wo.RESOLVEDTIME) "Resolved Time",longtodate(wo.COMPLETEDTIME)
Technician has gone missing, and cannot be re-added.
I tried to remove a technician and convert them back into a requester. They no longer appear in Technicians, but they also do not appear in requesters even after re-importing Active Directory. I cannot re-add them manually as a technician as it tells me the login name already exists. The technician can still log in as a technician, but all their access/admin rights have gone. I've got a case open - 8013167 - but had no reply yet.
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