Service Desk - Question - Columns Exported 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 it's tables, columns etc into Crystal Reports report. [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 schema from October 2010. (See image 1) Image 1: Inside the Work Order table;
Non-project administrator role cannot see milestone comments or history pages - appears blank
Hello, Trying to use Project module to manage lessor projects and have found that non-project administrators cannot see history pages and comments made for milestones. Even assigned role as project admins who are not project administrator to module can see them. Any suggestions or known issue here to be addressed? Thanks, john
Change Module
Has anyone recommendations on alternative approaches where the systems does not automate approval for a change to the change requester? We're trying to avoid sending "another" manual email.
Partially hidden description or conversation
Hello, Did anyone experience part of the request description or part of the request conversation being hidden? Sometimes we need to click on the following symbol to see the complete description or conversation: Unfortunately this symbol can be easily overlooked as it is appears at the very bottom of the description or conversation and not where the text has been hidden. It does not seem to be browser related, because we have it with Internet Explorer, Firefox and Chrome, even in private/incognito
Add Contents of Custom Field to Task Title
Part of our account creation process includes receiving an AUP form signed by the department manager requesting access for new users. With our old ticketing system my process was to manually paste the new employee's name onto all of the child tickets aka tasks. Is there a process that I can use to automatically have the contents of a field on the incident template, lets say "New Employee Name: Freddie Kruger" automatically be parsed into the Task Titles? The tasks would be listed like this, New User
Can someone give me a report query showing the project ID and project task id's
Project id Project Code Title Project Type Owner Priority Status Createdby Created date Schedule start Schedule end Actual start Actual end Projected On Site
SSO Setup - NTLM Redirect on logon
Hello, I'm trying to get the SSO to work properly but I can't seem to figure out why it is not. I've imported users, set up the domain PC for authentication, etc., but when I try to open the page pass-thru is not working. I receive a quick message the "NTLM Failed Redirecting to Login Page" at which point I can manually log into the system using my domain credentials without a problem. The sso.log shows that the netlogon bind is successful but there is an exception: description: [sso Embedded
can't delete tech group
I have a tech group that we don't use, try to delete it - get an error "can't delete group" why?
Automatic approval?
Hello guys, Is it possible so that when a requester logs a request it is automatically sent to a certain individual for approval. If not, is it possible to allow requesters to submit for approval instead of technicians? Kind Regards, Ryan Parker
Technician Help
Hi all, I have some very strange issues here I was wondering if someone could assist. I have two issues but they might be linked. The first issue is that I have 2 technicians that cant see some items in the Service Catalogue, everyone else can see them but these two technicians can't, I have tried rebooting the service and this hasn't made any difference. Both of these technicians have full admin rights to the service desk yet they can't see the missing items in the service catalogue. I have full
service desk error and db repair?
hi all newbie here i have taken over servicedesk from a ex colleague and we have started to get this error we are running windows 2012 , sql 2008 is there a repair util for this? here is a screen shot of the error ? one other thing our java is running at 84% cpu and around 4gb ish.
How to change field SITE using Work_order field value?
Hi! I'm trying to set scenario on incident form. I want to fill up field SITE for all users from additional field. Additional field is a drop-down list, so I trying to recieve Value, not Text. It's look like that: var x=$CS.getValue("WorkOrder_Fields_UDF_CHAR4"); $CS.setValue("SITE", x ); Where I do wrong? Thanks!
Send alert
Hi, Is there any way to send alarm for users(requester/technician) for their request? if no, we have a messenger in our network that can receive messages with vbs. is there any way to run this script with sdp for send messages? i test custom trigger but not success! thanks!
Mandated Resource Fields Not Being Enforced
I am on 9.2 Build 9238 and I have several templates that have resource fields that are mandated. I have noticed these templates can be submitted regardless of whether the mandated resource fields are completed or not. Is this a currently known issue, is anyone else seeing this behavior?
Reports on the selfserviceportal
We have created some reports that we need to share with the requesters. Is there a option to do this via the selfserviceportal.?
Issue importing *.mpp files
We are currently on Build 9226 and cannot import MS Project files - "Error occurred while importing project". Any ideas why and where I can begin troubleshooting?
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode.
Has anyone ever had this issue? We currently have a mailbox that is working in our production system but we would like to use a different approach to manage incidents and use a new e-mail account that was created. When ever I try to save the mail server settings for this mailbox, I get the following error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. But if I use the POP protocol it works
Purchase request email replies
When using the option to send email to requester in the purchase request module, if the requester replies back, a new ticket is created. This is problematic and messy. Is this what is supposed to happen?
Field and Form rules not working when "Applies to All Users" is selected
After building Field and Form Rules to be applied to all users, it only executes when the user is a Technician. I built a few Field and Form rules to change the Group to a specific group when a certain value in a dropdown list is selected. An employee in the Firm reported rules not working consistently. I have narrowed down the issue to requests submitted by users that are Requesters. The rules work just fine when the user is a Technician. I was reading the forum and it looks like users have had
Disconnect child contract from parent contract?
One of my contracts is incorrectly listed with a parent contract. I went into the parent and see the child, but can't see a way to remove it -- no checkbox or menu option. I went into the child and don't see a way to disconnect it from the parent. Can someone out there give me the "how to" steps to do this? I tried in Internet Explorer 11 and Chrome. ServiceDesk is version 9.2 build 9229. Thank you.
Send to external emails from servicedesk webinterface
Hi ServiceDesk Support, I get the following notification, when I reply to a ticket from the webinterface. The message appears only, when an external email address is in TO or CC field. If there are only internal email senders it works correct. Isn't it possible to send emails to external addresses from the dashboard? Regards, Tobias Nikola
ServiceDesk 9.2 - does not work after latest service pack installation
Hi guys, I have applied the latest service pack on my 9.2 build. The service starts ok but I cannot browse to the web interface. Any troubleshooting tips? Regards, Tom
Fields needs for Change Update via API
Currently, the change update API request requires the start and end time to be passed through. Is this by design, as they are required fields on the POST request, and are not changing as a part of the update request, or is this a bug? Thank you in advance for your assistance Mike
ServiceDesk Plus 9241 Released
Dear Users, SDP 9241 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9241 SDF-38562 : Option to search POs using additional fields in global search. Issues Fixed in 9241 Work Stations SD-62547 : A site restricted technician can view other site's VM Hosts/VM Machines in their respective list views. SD-65306 : While importing assets/workstations through CSV, exception is thrown if the owner's login name
Drop email requests with no subject & inform sender
Hi Using a business rule I can auto close a request that arrives by email if hte subject line is blank (by the look of it), but the notification section of the business rule creation form only lets me choose from technicians. How do I notify the email sender if a business rule gets initiated when a request is submitted by email please? Many thanks
SLA Breaches: Report showing breaches against technician that breached and not technician that resolved the ticket
Hi all, I don't know if this has been answered by other in the forum or within the standard reporting, but I could not find it and thought to ask the questions. We are using SDPlus 9.2 Build 9238 and are trying to identify the correct report for measuring technicians KPIs. The problem we have is that when we run the standard reports to show SLA breached we see the following issue: Technician A opened the call. SLA breached while call was in this queue. Technician B then took over the call and resolved
Merge requests by same requester
It would be great if there was a filter option in the merge tool to show: Open request with same requester Pending requests with same requester All requests with same requester
Matrix report query change
Hi, I'm trying to put together a matrix report which gives dates along one axis and has requests grouped by first incident vs service request and then request status. The problem is that the field that dictates whether it's an incident or service request (the IS_CATALOG_TEMPLATE field in the database's WORKORDER table) doesn't seem to be in any of the drop-down lists. I would like to go in and edit the query behind the matrix report, but when you click on "show query" and then "open with query
Import Cost Center and GL Codes
Is there any way to import values for Cost Center and GL Code from our accounting system if I can get this information in a flat file?
Hide or Inactivate Contract Types?
How can you hide or inactivate old/unwanted contract types? Do not want to delete for Historical purposes, but don't want them to show anymore, so how can you remove as an option to select?
A report generation for this login is already running
Hello, Recently, multiple technicians reported the following error when trying to run a custom SDP report: Sorry, unable to execute the report, as a report generation for this login is already running. The technicians did not cancel a previously running report. We already tried the following: - deleting the report folder of the affected technicians on the SDP application server (\ManageEngine\ServiceDesk\reports) - increasing the maximum total number of simultaneous report users from 15 to 20 (SDP
Report of the Preventative Maintenance Tasks
I would like a report of the Preventative Maintenance tasks showing the task title (subject) and the schedule information. I am using SQL Server and running version 9.2 Build 9218
How to export tickets
Hello Team, We are planning to have a new setup of Manage engine service desk plus msp with latest version as the existing setup has some issues with Sites which was pulled from AD. Due to which we are not able to create business rules as we need . Hence we have decided to have a new set up in place and import the existing tickets back into the new setup. Let us know is there any other option to clean up the sites and create a new one. If not i would like to export the existing ticket database
Request: Embed videos in the solutions center
Hi all, Have read a few different topics regarding requests for an embed feature in the solutions centre, although it seems this has been in the road map for around 5 years now. Was this still something that is in progress?
Quick Actions for Requesters
How to enable "Quick Actions" for Requesters in SDP 9xxx ? In SDP 8xxx it is enable by default. http://odarchuk.com
Server Not Responding
Receive the following error from multiple people across the country in our organization...Sorry, server not reachable. Please check your internet connection or try after some time
User parameters in reports?
I'm new to ServiceDesk Plus. We're on Version 9.2 Build 9227, planning our deployment to our user base, eventually possibly on SQL Server. In looking at a number of the existing reports, I didn't see any reports utilizing run-time user parameters, nor did I see a way to add parameters when creating a custom report. Is it possible to set up parameters so users can be prompted to enter, say, a date range, or specific Request IDs, etc., at run-time? And if so, is there any documentation for setting
A nice Dashboard
The Dashboard tab of the On-Premise edition could use a lifting. The charts look rather old fashioned. Why not use the Google Charts API or a framework for nicer graphs? Antoine
Technician Auto Assign loses configuration
Dear all, We cannot pinpoint when, but from time to time, we lose people from the technician auto assign exclusion list. We add the technicians again, but after some time the issue reoccurs... We want only Service Desk Technicians to be auto assigned, so we have excluded all the other technicians. It seems the system only stores 40 exclusions, which is quite strange. Your Version : 9.2 Build 9227 Could you please advise? We are receiving this issue repeatedly.
Change Workflow Approval Process
I'm wondering if you would be available to assist me with creating a workflow approval process that would allow multiple approvers to sign off on a change control ticket such as: Ticket gets submitted goes to approver #1, approver #1 gives the ok then the process goes to approver number 2 for the ok, and so on to 3 and 4, before final approval is given. How can a process like this be setup within the change workflow feature?
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