APPROVAL_ Status
I have a requirement to use a custom trigger against the Approval_Status field value on a ticket; however this is unavailable in the custom trigger options. Can this be added as a trigger point "APPROVAL_STATUS": "Pending Approval",
Change Details pop-up window
Feature request -- the ability to configure which items are shown in the Change Details window. For example: - impacted services/assets - expected downtime (duration is shown but often these are not the same) - Custom fields (i.e.: Risk) - Approval Status Your roadmap has an upcoming feature where Requesters will have access to the Change module. The calendar can provide a requester and CAB a summary and understanding an upcoming Change. SD 9217 Enterprise MS SQL ------------------------- Canada
Serious issue: SLA rule fails
Guys, There is a serious issue in version 9.2.32 when the SLA is assigned based on the support group the ticket belongs to. So, when the ticket is shifted between support groups directly from the ticket list (by clicking on "Group" field) the SLA conditions are not being checked (!) thereby the SLA is not updated and remain the same as it was before reassigning the ticket. Please note that this problem doesn't exist when you first enter "Edit" mode in a specific ticket and change the Group from
Automatically locked conversation
I sometimes see that the conversations I sent from email software are automatically locked on ServiceDesk conversation field and the conversations are not transfered to requesters. I would like to know how to fix this issue. ServiceDesk version is 9.0 build 9035. I would appreciate the help. sf-yoshi
Question Regarding First Response Violations
I have a question regarding "first response violations". How are they recorded/tracking in Service Desk Plus? Here is our scenario: 1. Technician creates ticket for support request he's already addressed. 2. Technician resolves/closes ticket almost instantly (well within 1 hour window). 3. Request later shows as a first response violation. So is this triggered because we're not interacting with the user (or in some cases the incident is created by and "requested" by the technician) before closing
Respuesta de correo enviada a otros remitentes.
Buen día. Tenemos la siguiente situación. En nuestro ServiceDesk Plus tenemos configurado una sola cuenta de correo electrónico para todos los técnicos. Se ha dado el caso que cuando uno de los técnicos ("técnico 1") responde a un correo de un cliente ("Cliente 1") correspondiente al ID "X", esta respuesta es enviada como si otro técnico distinto a "técnico 1" lo hubiera mandado, y es enviado a otro cliente distinto a "Cliente 1". Esta situación es nueva, y no se había dado el caso sino hasta hace
Deleting Project Comments
Where do we disable the ability for Project members to delete comments from others? We're using Task comments as a way to communicate between Project members but would like to limit who has the ability to delete comments.
Group and Technician fields go blank on Edit
Hey All, When working in a incident or service request. We click on either edit button, and the Group and Technician fields are going blank? Is anyone else having this issue? It is happening right now for my entire Help Desk Staff. Thoughts anyone? Thanks! Jeff Day
Software License User CAL - No Technician in Dropdown
Hi, is it not possible to choose a technician as user for a specific software license (user cal)? Also a technician can use all kind of software licenses!???
when a user receive the email notification,and select the link to see the ticket detail the link go to a login service desk page, not directly to the case
ServiceDesk Plus Stopped Reading In Mail
At 3.30 this afternoon our Service Desk stopped reading in e-mails. The account used to connect is set so it's password doesn't expire and it hadn't been changed. SD was giving Authentication errors in the System log. Reset the password and errors still persisted. Logged onto the user portal as the service account, with the new password, and was logged in successfully so I know the user account and password in Active Directory are correct. We use IMAP and have done for ages without any issues. We
Unable to uptade the Um jar
My current ServiceDesk installation is version 9.2 Build 9225. I am trying to update to Build 9232 (I also treid previous builds though). Whenever i start the installation, the update manager gave me following error: "Please restart UpdateManager, unable to update the Um jar". It then told me to klick the "view log" button for more information, but it is greyed out. Does anyone experienced the same problem?
Turn off requestor notification for one template only
Hi, We have an automated process that uses a business rule to create an incident with 14 tasks every Monday. I would like to turn off the automatic requester notification for this template only. Is there a way to use the Field and Form Rules for this template to turn off the notification or change the requestor to a generic user that I can create an exchange transport rule to discard the notification? Best regards Dave
Follow-up email Ticket
Hi All, I've been using ManageEngine for a few months now, once a user has submitted a request with their issue, and you replied to them, the envelop is green, if you want to follow-up or chase the issue, what is the best way to do it, there is only a forward button
My SQL Query Report
Hi, I'm trying to create a query report to display: Request ID Request Status Requester Dept Subject Technician Description Created Time Notes (All Notes if possible, if not latest) I've managed to find a report searching the forum, which works for the Notes field but I'm struggling to add all the fields I require. SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Support Rep",wo.TITLE "Subject",note.notestext "Notes" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Need to Know if we could track the most commonly used Incident / Resolution / Reply Templates
Need to Know if we could track the most commonly used Incident / Resolution / Reply Templates As this would give us an insight on How efficiently we use our Service Desk and also we could look into other ways of enhancing our performance.
automatic onhold
Dears, I would like to make ticket automatic on hold while technician is on vacation we are use Manageengine service desk plus version 8.1.0 ... is there availability to make Schedule Request Status Change. Thanks in advance
where do I find the service desk enhancement features listed
I am currenlty using service desk plus v 9200 and am looking to upgrade to the latest edition 92.32 sp but I would like to see a list with discription of the feature enhancements and security considerations before testing and rolling out to the live enviroment. Can any one point me in the right direction as I have found the future product enhacement page but not the current version. many thank Christina
Customize Notification Bell
Hello, Is it possible to customize the notification bell? We want to receive notifications when an email is received, but we do not want to be notified when a new ticket is assigned.
Upgare without backup
Hello! have 8.0.27 SDP and planning update to 8.100 4 step: 1. Stop SDP 2. Create snapshot virtual mashine where installed SDP (5 minutes) 3. Create full backup MS SQL database ''servicedesk" 35 Gb (sql 2008 R2 with compression - 10 minutes) 4. Start update When start step 4 - updater start backup and backup occur 10-14 hours.
Feature Request - Asset Serial Number Fixed Field
The following was requested in Aug2013. Feature ID SDF-54900 was assigned to the request by ServiceDesk support: We need the ability to limit editing of Asset serial numbers. Potential options to accomplish this could be: Configure Serial number field as fixed - not editable Admin option in Access Permissions to deny access to edit serial number field for certain User Roles When new inventory arrives, assets serial numbers are bar code scanned and imported into inventory. Asset serial numbers do
Service Desk Plus Server Not Starting
Hello I installed the new version of service desk plus on windows 2003 server and it instaled correctly but when i tried to run its services it's not starting I checked the Even Viewer and i found this for PostgreSQL error The description for Event ID ( 0 ) in Source ( PostgreSQL ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description;
When will we be able to convert multiple incidents into service requests?
Unable to perform full backup
Dear All, Please help, we are unable to perform full backup with this error result. Starting.... Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Nov 9, 2016 6:28:31 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. Nov 9, 2016 6:28:32 PM com.adventnet.servicedesk.server.utils.SDDataManager
Postgressql Issues on fresh install
I have installed service desk on an fresh linux install and whne trying to run Service Desk "./run.sh" I get the following error. Any help would be appriciated. ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Downgrade the Edition?
Hello guys! Is there a quick way to downgrade from Professional (trial) to standard edition. After testing the system for 30 days, we have made the conclusion we dont need the Pro edit. Is there a standard licence key or so on? Mikkel
Responded by time and Request Time
We use Zoho reports for some of our Analytics and noticed some strange numbers when looking at an average time for technician response hoping to get some information. First is Assigned Time: Why is the Assigned time getting updated every time there is a status change made by the technician. It results in the Resolved time and Assigned time being about 1 second apart in reporting. Second is Responded time: How is this calculated? When does this get triggered. We are having a hard time getting a
Selected time "TODAY"
When the user selects "TODAY" in a datetime picker, it saves 00:00am automatically. I would like to know if it's possible that the selected time could be the start time of the workday. thank you.
Self Service Portal as part of Sharepoint Intranet page
Hi Is it possible with newest version of Servicedesk that Self Service Portal would be part of any Sharepoint page ? I would like to integrate that with our Intranet page for higher visibility for the users
Is it possible to customize the Service Icons?
Dears, I would like to customize Service Icons, is that possible? I know I can customize Service Categories, but the Services in particular all have the same icon. Kind regards, JS
Change Approval notification
We'd like to be able to show who actually approved a Change Request. In our environment we have 3 people review and approve a technical change (CAB) separately. When the 'approved' email is received it shows a) the change is approved (when it has only been approved by one person) and b) only the comments (not whom they were from). This seems like a quick feature add to include the Approver field in the notification template. SD 9217 Enterprise MS SQL ------------------------- Canada
Multiple Assets
Hello, I have a script that is collecting information and submitting automated email requests. Sometimes these emails will have multiple assets that i need to get into a ticket. How can i get multiple assets to be parsed via email commands? I am using Service Manager 9.2 Build 9207 I tried to add a separate command for each asset, but only the second asset updated @@ASSET=05015@@ @@ASSET=05007@@ I tried putting in multiple assets separated by a comma, but only the first asset updated. @@ASSET=05015,
Can't get reports about custom fields
Hello, I have a problem to get reports about custom fields I have created under a specific service category. The report says that the fields are empty, but they aren't. When I create the same custom fields under the "Common fields" category everything works fine. Is that a bug? (We use the latest version of SDP.) Thanks for your help!
9231 Upgrade - Interface Query
Hi, We've just upgraded to a later version and when requesters and technicians (Not SDAdmin) logon their view in Chrome, Firefox etc. is a bit strange as they get a New Issue instead of an icon, and it is confusing and messy......and I was wondering what might cause this ? Note: This seems to occur when incident and service components are kept separate. "Combine incident and service templates listing for the service" is No. If you combine them it seems fine. Has anyone had the same issue or a solution
Reports
Hello, Do you have a query that I can run a report to export all open and on hold ticket and include all the conversation emails as well as attachments?
Field and form Rules
Hi, I want to create a field and form rule that will clear a user defined pick list field when the category field is changed on the request template. I've created the rule but not sure on the script itself. So the rule: On Field Change Rule Name: Clear Field Event : On field Change - 'Category' Conditions Null Actions Execute script The Picklist field I want to clear is UDF_CHAR3. Thanks
Form / Template DB Question
Hey All, When we make changes to an existing form / template or create new forms / templates is there a DB table those changes are stored in, and can it be exported and reimported? If yes, then what are the DB details we need to find this information? Jeff Day
Delete Warrant Expiry Date from Rest api
Hi, I wanna update or delete Asset's Warranty Expiry Date from rest api xml. But we couldn't achieve this. Is it available by using Rest api? if we send update parameter it needs value? But what kind of value should we send by api? Thx.
Setting time in Business Rule
I'm proposing for a start time and end time in business rule. Eg, having the ability to set an out of hours business rule so the business rule will only be activated during the set time.
backUpData.bat
Hey All, We are running 9226 and looking to use the backupdata.bat, however what is included in this .bat file? Does it include images from requests? An outline of what is included in the backupdata.bat file. Thanks! Jeff Day
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