Ghost Requests
Hi, It would be great if you implemented Ghost Requests...I used a system ages ago where a type of ticket "Ghosts" could be raised by administrators to test the rules around how tickets were managed. These were always invisible to normal users, reports, SLA's and only visible to the system and system admin but did help with making sure the rules you had in place for assignment, SLA etc. were being applied without impacting BAU tickets. Although we do alot of our tests in our test environment we still
Bulk Sms
hi how can i configure another bulk sms provided other than the 3 integrated in the system . Also if i get a api can i configure the other provider for notification to technical .
patch 9.2.40 - "Font Family" improvement is a nightmare...
I am referring to the below behaviour change and assume that you haven't tested this "improvement" properly. Now, it is almost impossible to differentiate regular (read request) and bold font (unread request). It is very, very annoying and makes the work more difficult. Font family used across the product has been changed to 'Roboto' for consistency. Any styles added / modified by customer's manually will be removed during this upgrade. Customers have to redo the modifications again after the upgrade.
Introduction of New Rich Text Editor in ServiceDesk Plus !
Dear All, We are planning to introduce the "New Rich Text Editor" in our product. We have taken up this feature because of the increasing no. of issues related to formatting when you access SDP with different browsers. New Rich Text Editor has the following features: 1. A new look and feel. 2. You'll experience faster loading of the page. 3. Wide range of fonts and font sizes available. 4. Font face and font size customization is available as per the users need. 5.
Problems with latest updates Layout of Request Module
Hi, We having issues with the layout of the system after the latest update 2938. A space occurs in the requests module where the "new incident" button is located. Please find attached a screenshot from our system as well as a screenshot from your demo system how it should look like. The deletion of the folder listed below did not solve the problem (and restart of application): server/default/tmp server/default/log applications/extracted We are running on Linux, and our license as below: Product Name
SNMP printer serial number
Hi, we have just rolled out a new fleet of Lexmark printers, SNMP works however it does not retrieve the printer serial number. I have added the following entry to the snmpconfigurations.xml file and restarted the service desk service with no luck. <snmpconfiguration devicetype="printer" Vendor="Lexmark" attribute="SerialNumber" oid=".1.3.6.1.4.1.641.6.2.3.1.5.1" /> I have tried variations of the above, changing the attribute to "SerialNo" and "ScannedSerialnumber" but these do not work either. the
Duplicate request
hi, is there any option to Duplicate request (Service Request) this feature available for incident only and we need it for service request also.SDP build No.9229 thnk you
SD+ integration with ELA
Hi, Is it possible to integrate ELA with SD+? if yes, how it works, can I open incidents from ELA for example? Thanks
Can't login in to Service Desk
We were trying out Service Desk Plus and for some reason it is now not allowing us to login. We still have the default password for administrator, but when we login in the page just flashes really quickly and then returns to the login with incorrect username or password. We are connected to MSSQL on another server and have this installed on Windows 2008 R2. There are no errors in the event viewer. Any Suggestions? thanks Wil
Per-User Notifications and Request Closing Rules per Support Group
Two requests I have are in the subject. It would be nice for us to have the ability to select what technicians get what notifications. "Alert Technician by e-mail when a request is assigned" - This would be nice to control which technician wants to get these notifications. Not everyone wants to be spammed with emails, yet some people would like to have these. Same goes with "Alert(or Notify) technician by e-mail when there is a new reply from the requester" - This would also be nice to control per
Provisioning tool error API 102
The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1000+ more users to migrate so they may log in and send requests through via Web Portal. 194 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users. I found in another thread this answer: As discussed we have increased the requester login count from
9240 looks good!
Just updated from 9234, the font/size/bold looks much better, easier to read. Thanks for the update!
FAILURE :Database exception while discovering workstation. : Duplicate entry for key
FAILURE :Database exception while discovering workstation. : Duplicate entry for key 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 File. Currently this error is only happening to a single host. It is a VMware ESXi 5.5 Host all 5 other ESXi hosts scan properly.
CAB member doesn't have a Reccomend and Reject buttons
Hi We are in the process of setting Change management module up. We made an example with 2 CAB members, however one of the CAB members gets the Reccomend/Reject button while the other one doesn't. Do you have an idea what settings on the users we need to change in order to make it work?
Info on upgrading ServiceDesk - XP and Chrome49
Hi, I’m planning to upgrade from 9227 to 9240. We have some users that needs Windows XP for legacy apps, and I fear that I may encounter some problems letting them access ServiceDesk. (IE8 is no longer supported, so I ask them to use SDP with Chrome 49). Is there any problem so far with XP + Chrome49 with ServiceDesk Plus 9240? Thanks Marco
SSL with SHA2 Certificates
Hi, ServiceDesk supports SHA2 Certificates for SSL? Is there any walkthrough to set up a proper keystore with SHA2 Certificates? Thanks Marco
Creating request via email
When creating requests through email, is it possible to include information to pre-populate some of the details, like due date, category etc?
Custom SLA/Triggers to enforce Incident Assignment
Looking for some ideas here: Our company currently reports issues and requests only via email. We have implemented email integration which is working fine. I want to know if there is a way to start a timer and force incoming tickets to be both categorized and assigned within 2 hours of the ticket being created. If we miss the target window of 2 hours I want to be notified via email. Is this something that can be done natively in the portal?
still assign ticket to technician who already marked on leave
technician marked on leave and i have tried to using load balancing and round roboin method in "technician auto assign". it is the same result. please advise. thank you!
Stakeholder Function
Hi, I was wondering if you have or could add the following to be considered in the future ? At the moment all tickets that are produced go to a team and have an owner, which is fine. Sometimes some technicians or requester s need to be updated as to the progress of specific tickets. They dont want to own it or get e-mails but they would like something or somewhere where the tickets they are monitoring can be viewed, listed, summarized or notified about. This would need to be a manual thing , like
Locking a ticket whilst it being worked
Hi, Can you add the feature of locking a ticket whilst its being worked on? Thanks, Tracy
Is there a way to change the display in Requests to show the time in 24 hour time format rather than 12 hour format ?
We would like to see the display when looking at lists of Requests to show dates and times in 24 hour format rather than 12 hour format . Is this customisable ?
Asset Scanning and communication
Hi All Before Christmas we deployed a new AV and firewall version. Now all of my clients aren't communicating with ME SDP. I've tried following various documents online to add exceptions. I was getting the first screenshot attached. I have now resorted to stopping the firewall service on my machine and then scanning it and then I'm getting FAILURE: Timeout in agent communication. I did try and log this with ME support but that isn't working and just keeps asking me for verification every time. Can
Adding variables to Resolution Temaplates
Hi, we are in the process of setting up some resolution templates for the most common fixes, however there is no way to add variables to the template like we have been able to with the reply templates. is it possible to add variables to resolution templates for the requester name and the email signature? Thanks, John
Servicedesk Plus and DCentral Plugin
We have purchased Servicedesk Plus with DCentral Plugin. After deploying Dcentral Agent it seems all the information collected by DCentral Agent is not getting updated to Servicedesk Plus Asset CMDB. Both the products are integrated. Any help will be appreciated.
Browser Notifications
Hi, Does SDP have the ability to notify a technician of an assigned ticket via the web browser? Sort of like a plugin for the browser. It would provide a visual indicator for technicians who maybe on a different tab or monitor when the ticket is logged in the system. I'm trying to avoid enabling the email notification rule that alerts the technician of an assigned ticket. Thanks Terry
First response to a ticket does not show up in report
I'm experiencing a problem running version 9.2 Build 9235. I generate a monthly ticket report and often (but not always) I find that the first response to a ticket does not show up in my report. If I manually cross-reference the request ID# I can see the response in the 'Requests' tab, but it's not affecting the Responded Date time-stamp in the report. In the attached screen capture, note the first response was within two minutes of ticket creation time. The report generated CSV shows the 'Responded
Missing Subject on Notification Email
Hello, The subject of the email notification to notify the requester when a request is assigned is blank. Other notifications are showing the subject. Below is a pic of my settings:
Changing the solution template?
Hiya there, Now i might be blind, or this might just be a feature, but i'll ask anyways. We would like to change the text that gets sent on email to the requester when we fill in the Solution and close the case. The only problem is that i've been unable to find where i can do that if it's even possible. This is what it looks like currently. Din forespørsel [ID:10880] har blitt løst. Tittel : Sample text (title) Beskrivelse : Sample text (description) Løsningen er : Sample text (Solution) Klikk
Issues with closing tickets
Since going from an eval license to a full license now when trying to close a ticket it says that certain fields have not been filled in but they are now not showing? So I have multiple tickets I cannot close. Any ideas?
Project Owner
When creating a new project the only option for project owner is the user creating the project. Should the one creating the project be able to assign someone else other than themselves as the owner?
Updating Change in planning stage via API call
Currently, we use a default account to post API calls to create a change, but once the change moves beyond the submission stage, we are unable to update it with this default account. Do we need to utilize a technician_key for the requester or send a specific field within the input data section of the request parameters? Thank you in advance for your assistance Mike
View and choose Approval Order when multiple ones are received.
Hi, Is there a way for a recipient to see all approvals that were received and choose which one's are to be approved. I have customers with complaints stating they can only see one approval at a time in a specific order in SDP when sent multiple approvals and can't choose the order in which to approve. Thanks
Unable to ADD_NOTE to Change Related Operations via API
Doing a simple test through a web browser and SoapUI, I am unable to add a Note to a Change Request although the option is available through the web page itself. Sample request: https://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedforhttps://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedfor posting&INPUT_DATA=%3CDetails%3E%20%20%3CNotes%3E%20%20%3CNote%3E%20%20%3Cparameter%3E%20%20%3Cname%3EisPublic%3C%2Fname%3E%20%20%3Cvalue%3Efalse%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3Cparameter%3E%20%20%3Cname%3EnotesText%3C%2Fname%3E%20%20%3Cvalue%3EText%20added%20to%20the%20note%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3C%2FNote%3E%20%20%3C%2FNotes%3E%20%20%3C%2FDetails%3E
Resolution vs solution when closing ticket
Is it possible to have the resolution tab be default instead of the solution tab? We have build 9236 Thank you, Mercy
Change title size of solutions
Is there a way to change the title size of the solutions list. It would be a much nicer interface if the title font could be increased.
Language on Change Planning Tab
I noticed on the planning tab that when you link tickets to it they all display as incidents when requests are equally initiators of the change management process I think the term incidents here misleads technicians to only link incidents thinking that's all that should be associated to a change; when in fact the linkage should be for any incident or request. I suggest altering that language of incicent to something like "Incident / Requests" or using splitting it into three categories: Problem Incident
ServiceDesk Plus 9239 Released
Dear Users, SDP 9239 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9239: SD-63443 : Buffer overflow error in agent while taking remote control. SD-63657 : More than one viewer opens up while taking remote control in IE. SD-65040 : "Certificate has been revoked" error is displayed while taking remote control. SD-63262 : Microsoft Windows Unquoted Service Path Enumeration error in agent . Please
Queries
Hi Support, please provide answer for below points whether we can achieve this or not : · (Actual) Number of hours utilized (spent) by technician for each ticket. · Number of utilized and unutilized hours of the technician. · SLA violation report with time spent till the first response from technician · SLA violation report with time spent till the resolution since the available report is showing only elapsed time. Best Regards, Hani M. Nasif Systems Engineer Mobile
Call web URL on action
Hello, everybody! I would like to get data out of Service Desk and execute some POST requests to a public URL. Is this possible without implementing the XML and Java classes? What I am looking for is an option to automatically execute the HTTP request when some actions are being performed. If this is not possible, where can I find an end-to-end example using Powershell? Thanks, Radu
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