Delete unwanted conversations
We had an issue end last year where the whole notification, emails replies went into a loop. On a ticket we had the requester that activated an Out of office, as well as the Technician assigned to it. After a few days both these users also ran out of mailbox space. We are pulling emails every 10 minutes. Now the ticket gets updated and it send out emails to both the requester and technician. (this happens with every email retrieved with the request number in the subject) Now you can calculate the
Change arrange error
Hi, We upgraded Service Desk from 9049 to 9.2 Build 9238 successfully. We faced an error when we arrange Changes (My openChanges, All Changes, Closed Changes etc) And when we arrange tasks the same error. This happens for most of our technicians. For 2-3 technicians its ok. We try to clean browsers clear cache, history etc but still the same error. Attached you can find the error. Regards
User survey exception
Hi Regarding User survey exception, I would like to ignore survey sending for any request which is cancelled (Closure Code is "Cancelled"). Can we set the configuration of ServiceDesk plus for this matter. Best Regards Poowanai
Can’t access all requests
I’m trying to get all requests. I found this post and tried to do it the same way. The URL I’m sending with HTTP GET method is …/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=XXX…XXX&INPUT_DATA=<Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>All_Requests</value></parameter></Details> The response body is: <operation name="GET"> <result> <status>Failed</status>
Error in system log
I am receiving this error message very frequently and it is making the database increase in size very quickly. JobExecutionFailure: jobId:3232921; ErrorMessage: java.util.concurrent.ExecutionException: com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.; JobInfoObject: {"jobId":[3232921],"moduleName":["MAIL_NOTIFICATION_JOB"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"jobInput":["{\\\"ENTITY_NAME\\\":\\\"WORKORDER\\\",\\\"ENTITY_ID\\\":43355,\\\"NOTIFY_TYPE\\\":\\\"UnpickedQueueReqTechNotify_E-Mail\\\",\\\"NOTIFY_FROM\\\":\\\"QUEUEUTIL\\\"}"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@1b4576e8"],"errorInfo":[null]}
Resolution tab brings up Solutions
We updated Service Desk last night to the latest version. Now, when a technician clicks the Resolution tab within a ticket, it brings up Solutions. The technician has to then click the Resolution tab to the left to bring up the Resolution box. Can this be changed to default to the Resolution box?
application is runing too slow
Hi I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
Purchase Request module
Did the new purchase Request module ever get rolled out? We are on SDP 9.2 9241 Enterprise Edition and the PR form looks the same. I'm looking to be able to add quotes to the PR and be able to open a PR from a request ticket but the functionality does not seem to be there. I saw some other posts on the forum and it talked about those features. Just wondering if I need to enable anything. Thanks Steve
Custom Fields In Solutions
Is it possible to add custom fields in the Solutions module?
Automatically Approve Change Based on CAB Recommendation?
Is there a way to enact the "Approve" action in the Approval stage in a Change Workflow once all CAB members have recommended? Since we have trouble utilizing the ChangeManager role and Change Approver role because there are few separate entities that handle the CR besides Requester, Technician, CAB, and Reviewers, we would like the CAB approval to initiate the status change rather than having a separate role have to go in and approve the change. If this is something that can be handled by custom
Asset Description Edit?
How do you edit the "Description" field under Asset Details? I click Edit, and I don't see a way to edit that field.
Search in conversation
It would be nice to be able to search inside the conversation. Reason to this is that it is very time spending when you need to find a text from a request there you don't have the number for some reason and you only have a word or two from the conversation.
Closing Tickets without confirmation Mails
Hi, could you please think about the possibility to add a Request without any confirmation mails to the Requester? As Description: Our Techs have to create Tickets for all Requests. If a request comes by phone and the Tech is able to fix everything it will be great if he can add the Request in a 'closed' state without a confirmation-mail. Thanks Florian
Notification of requestor when a request is put on hold
When a technician puts a request on hold, it would be ideal if the requestor could be notified automatically. The best option I see is to use the "Acknowledge Requestor by Email when the Request is Updated." It is important to notify a requestor regarding the reasons a request has been delayed.
Asset Management Report
Hello, I have been tasked to build a report on servicedesk plus that needs to provide information regarding the current mobile phone devices we have assigned to users. I am able to get the following columns easily through the GUI: Product Name | Phone Number | Asset State | User | However It has been requested that on this report we need to enter the Executive Officer that the user ultimately reports to, this information is sort of available on AD in the sense of we ca see who the user reports to
Schedule report error
Hello to all, we have experienced problems with scheduled reports for a specific technician only when report is scheduled with XLS format. This is the error message: java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.isUserContainsRole(ServiceDeskUtil.java:4621) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.addSiteCriteriaForRequestReport(CustomReportDesigner.java:1441) at com.adventnet.servicedesk.reports.utils.CustomReportDesigner.alterCustomReportSQL(CustomReportDesigner.java:423)
AerData ServiceDesk Critical Issue
Good morning all, It appears that ServiceDesk is not working properly at the moment for AerData. There was a glitch in SD a few moments ago which made it unavailable for a couple of seconds. Now it’s available again and the new tickets that are coming in are fine, but the pre-glitch tickets are not displaying any information. Could you please verify this issue ASAP? Thank you and kind regards, Bruno Rego
SD Update uninstalls
Every time I perform an update, the ppm unpacks and then says (after about 10 minutes) that the update has successfully uninstalled. I restart the service and everything is fine be it that I am stuck on SP 38. The same has happened with 39, 40 and 41.
Font/Bold Unassigned Tickets
Since upgrading to 9.2 Build 9240, we have noticed that the Font has changed and it's VERY hard to tell the difference between unassigned and assigned tickets now. Is there a way to change this? Thanks
Physical Inventory Data-Bulk Import?
Hello, After completing a physical inventory into a spreadsheet, I would like to import the spreadsheet data into CMDB so I don't have to manually update every record in Service Desk Plus Version 9.2 Build 9239. What is the best way to accomplish this? Thank you in advance.
DUO Multi-Factor Authentication Integration
Is there a way to Integrate DUO Multi-Factor Authentication Integration with ServiceDesk Plus MSP and Desktop Central MSP? I don't see any documentation available for this on your website. Thanks!
After update does not sync with Analytic plus, error in some table.
Good afternoon I recently upgraded ServiceDesk plus build 9238, and when I synchronized with Analityc Plus I received the following message. [00:46:04:171]|[01-13-2017]|[INFO]|[108]|: Table Creation Json String {"COLUMNS":[{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Users to be notified","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Upload Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Download Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Website","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Domain
Get Last Updated Time using API
I do not see the contents of this field in the API. It is an important one in my view. Does anybody know how to access it?
Back-up Technician Scheduler
When we try to utilize our back-up technician scheduler, it only reassigns the requests based on the due date of the request. We need it to give us the option to reassign based on creation date. If we have technicians out and incidents are created, we don't want the requestor waiting and not being responded to ASAP just because their due date may be later based the SLA. Also, if it were hourly and not just by the day. Some of our technicians work half days and would need to be taken out of the
SDPlus and Office 365 mail settings
Hi Last week our company finished migration to O365 from Lotus mail system. Also email account used in SDP has been migrated. But now I'm trying configure email settings, but without success In log I can see only error- Connection refused We are using proxy service in cloud - zscaler for connection to internet Could yopu please help me configure this function i SDP.
Notification Bell Doesn't work
Hi Before some updates, the notification bell stop works. I See another topics and follow the steps and nothing. I check the "Server.XML" file and it's Ok: I check if port 8081 is open and it's ok too. Open and Estabilished: Follow attached the xml file to analyse. Can you help? Please? Regards Rogerio Paliosa rpcorrea@interaxa.com
Requests and tasks for each project by status
Hello, I'm looking for a report that shows the requests and tasks that are associated to a project by status, like this: Project 1 Open On Hold Work in Progress Closed Requests 5 6 7 10 Tasks 3 4 6 11 Project 2 Open On Hold Work in Progress Closed Requests 6 3 1 22 Tasks 8 1 5 33 Can this be done? We're on v9.2 Build 9227
Query Report - Stale tickets
Hello, This might have been posted before and I apologize. I'm looking for the query for a report that shows all requests that are open/on-hold/[custom status] that have not been updated in over a week. In the columns I would only want to see RequestID, Subject, Tech, Priority and Last update time. Thank you in advance for your help.
SQL to find Last Login for Licensed users in SD+
We are using MYSQL thank you.
Change Site based on Requestor's Site
Hi, I can't work out how to automatically set the Site in the Incident Template to be the site of the Requestor. I have tried the custom actions but these don't appear to reference anything about the Requestor's assigned site.
Service catalog form
Hello, I create a new service catalog(laptop lending), Is there any way my user can view only the assets that is available for lending and not all my assets? Best Regards, Vangelis
E-mail Command logic
Hello, Could you please help us to understand the E-mail Command logic? When an e-mail message is fetched containing @SDP@ in the subject: STEP 1: SDP checks if the e-mail sender has a login in SDP Yes > check the role associated to the user profile and continue to step 2 No > treat the message as a reqular e-mail (and create a new requester profile if needed) STEP 2: SDP evaluates the E-mail Command parameters and looks for @@REQUESTEREMAIL=...@@ in the message body
Service Desk Plus for MSP -- Demo installation
Hi Anyone, After installing the demo software, I'm not able to login.. I tried to find the default account via SQL, but its all blank.. Manually checking the tables show all blank.. I downloaded the latest version today, 2/2/17 Help Required to generate the default account and password .. Running on MSSQL This selection comes back blank.. select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id
Vendor record not visible in List
I am trying to add a Vendor because it does not appear on the list however get "FAILURE :Vendor with same name already exists. Please provide a different value"
SDPlus - SharePoint Integration
Is there any way or plans to integrate SDPlus with SharePoint? I'm asking on behalf of my Director who is interested in such a thing.
Issue - Exporting The Service Desk "WorkOrder" Table To Crystal Reports
Hello Experts, I'm new to Service Desk, so forgive me if I'm making an obvious mistake. I've pulled the Manage Engine Service Desk database and all of its tables, columns etc into Crystal Reports. [In case you don't know Crystal Reports is a piece of software for creating reports from virtually any data source - in this case, Service Desk's database.] Now, I've had a look at an image of Service Desk's "Work Order" table from October 2010. (See image 1) Image 1: Inside the "Work Order" table; you
Possible to add members to projects in a group?
We often have the same people working on multiple projects. Can we assign members to projects from the group level so we don't have to select each person for each project?
Report to show number of requests / incidnets
hi all im looking to build a report to breakdown how many requests and how many incidents we have assigned to a particular group Example Service desk Incidents 25 Requests 36 Also would it be possible to get this as a % on the overall total Thanks
Run SD+ as a virtual host
Hi there I am in the process of installing Servicedesk Plus on a server that is allready running a instance of apache. (Ubuntu) I been looking for a solution to run Servicedesk plus as a virtual host on the same server. On the same IP and port number (80 or 443) but on a specific host name. I know this is possible on "ordinary" web sites in apache... I already run three web sites this way on this server, but not Servicedesk plus. I know it is possible to run it on another port number, but that is
Department shows as NONE - SDP updated to 9240
We have a problem when editing requesters details some will have departments field already assign some will not be blank when trying to either add or modify existing department the filed shows as non and when trying to select the list doesn't show we also tried associating to site and the list still doesn't populate.
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