Notify Support Group (Not Just Technician) on Requester Reply
We would like to have the option within a support group notifications to have a notification email be sent to the Support Group when a requester replies to a ticket that has been assigned to that group. We would like this option to be within the Support Group notifications below: Send notification to group technician(s) when a new request is added to this group Send notification to technician(s) when a request in this group is left unpicked. Send notification to group technician(s) when a request
Backup not include Attachement
Hi, I have moved servicedesk to new server but now this not include attachement. Any idea? I attach SDPBackup log
Auto Assign to Site.
Hi. I was wondering if you can automatically assign a site to a request which is being received via e-mail? That is, so the technicians will only see relevant site requests? Kind Regards, Öllvir Sveinsson
Downgrading from a full version of manage engine to the free one technician version
Dear All, I am wondering if you could help? We are transferring our day to day running to another manage engine instance from next week so will not be renewing our specific licence, however we would like to keep the existing version in a 'look up' mode for audit etc. I notice that you can have manage engine installed for free as a single technician, this would work for us. Has any one attempted to downgrade their instance to the free version to preserve the data in manage engine and if so do you
Request Status Scheduler applies only to Onhold Status
Hi, ¿How can we configure the Request Status Scheduler to change to any In Progress status? Regards
Opening tasks by script
Hi, Is it possible to open tasks by fields and form rules (by script)?
Reports by Solution
Hello Everyone Is there any query or built in functions to, make a report based on request solved by solutions Thank You Best Regards
Mass reassign tickets
How can I mass reassign tickets to a different support group. As far as I can see I can only do 250 at a time however I need to reassign 1000's so is there an easier way to do this?
Field form Rule - change Management
Does the script function $CS.setDescription(""); work in change Management? I can't seem to change the text within the description with his technique like I can with the request based field form rules
Migrate from Spiceworks to SDP
Is there any easy way to do this? I do see some past forum posts about exporting tickets, though the replies are unable to be mapped as single replies, and the entire conversation would end up as the description of the ticket. We would like to move over, and make this as seamless as possible. We would need to move currently open/in progress tickets from Spiceworks and into SDP, and allow the conversations to be picked up from there - without a new ticket being created in SDP.
Specify Due Date on Import Requests
Good day, As an IT Manger, I regularly use Import Request when I have a large number of tickets that my technicians need to address. This works very well for logging new incidents or tasks but one field is not available that I think is important. Due date. It appears as though the intention is to import resolved tickets from other systems but this import also works very well for creating tickets in bulk but when creating tickets in bulk, it is often necessary to change the due dates as you cannot
Increasing height of drown down boxes
Hi, We've recently upgraded to Service Desk Plus 9229 and found that the drop down boxes have been improved. We have noticed that the reduced drop down box height requires that we scroll down it now, rather than have all options available in view. I refer to the Service Category box specifically. Is there a way to set or override the drop down box height in a request? Thank you
How to search for requests by requester?
In the advanced search is there a way to search for all incidents by a requester without having to pick the requester from a pick list? If you have 10 000 users, that's a lot of users to go through to pick the correct requester. Can I just type the requester name somehow?
Cannot load email reply from close request
When a technician resolves a ticket, the requester receives a close request via email. The requester can either close the request by selecting the close link or 'reply to this email to keep the ticket open' This reply gets logged to the ticket but will not load, when selecting the reply email the spinning loading wheel spins forever. Does anyone else have this issue? or can suggest a solution.. Many thanks Francesca
Assign Technician Based on Field in Request Catalog Submission
Hi, I'm wondering if it's possible to assign requests to a certain technician if a box is checked. I currently have an "On Form Submit" rule that executes: $CS.setValue("TECHNICIAN","Name of Technician"); if a box is checked. However, when I submit the form, the Request remains unassigned. What am I doing wrong here? Thanks
Attachment of 2MB refused by mx.zohomail.com
This is after sending a request for support in SD using a zipped support file of 2MB ------------------ mx.zohomail.com rejected your message to the following email addresses: ManageEngine Support Team (servicedeskplus-support@manageengine.com) This message is too large to send. To be able to send it, make the message smaller, for example, by removing attachments. mx.zohomail.com gave this error: MailPolicy violation Error delivering to mailboxes Diagnostic information for administrators: Generating
Due Date Authorization
Good day, I have set up service desk plus in such a way that all tickets logged with the service desk is assigned an SLA and consequently a due date. I have encountered a situation where a technician, who gets a financial reward for completing tickets within the SLA, changed the due date of an incident as it would have breached. Can you add Due date change authorization that where a tech wants to change the due date, it has to be authorized? Thanks,
Service Desk Plus won't start after database restore
We already have Prod environment running and I am working to stand up the test environment to match the Prod version. I took the Prod database backup. I installed Service Desk plus same build as Prod on a new Windows 2008 R2 server and restore the database from prod DB backup. The restore was successful but after restore the service desk stopped working. When I start the Service server it gets stuck at starting service desk service window and doesn't move any further. We are using POSTGRES on both
Deleting a Site
Hello, When i try to delete some inactive (grayed) sites it says its been used by a module. Documents says Requester, Asset, Request Template or Preventive Maintenance task can be associated and i checked all of them but there is not any association with. Plus i checked Work Hours, Holidays, Departments, Technician / Site Relations, Support Groups, Service Level Agreements, Business Rules and it seems not any association. How can i remove this sites from Site list? Best Regards,
Version of ServiceDesk - strange picture.
Dear Team! We are seeing strange picture after last update to 9229 build at /Support.do page:
Backup/Export Custom Reports
Dear Support, I am looking for a script/report that I can create to produce a report for me that have the configuration of my custom Reports & Queries. I would like to see the Type, Name/Title, SQL query. I would like to run this report to create system documentation so if we ever have to rebuilt we will have the report queries to re-create. Regards Albe
Desktop Experience Option
Hi all, Has anyone installed or activated this feature?? I can open .pdf files from the SD+ client but other files do not open or have to be saved to desktop. Thanks
Warning in serverout0.txt
Hi, we currently run SDP build 9225, but even before upgrade we see a warning in serverout0.txt. [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[134]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[134]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[134]|:
unable to restore the backup
unable to restore the backup
ServiceDeks Plus 9036 change postgres to mysql
Hi support, I have a ServiceDesk Plus version 9036 Mysql 5.1.50 for database I installed it follow this step - Installed form source ManageEngine_ServiceDesk_Plus_64bit.exe ( version 9036) ,and mysql was installed form mysql-5.1.50-winx64.exe - While was installing I chose postgres . then the install was finished , I run changeDBServer.bat to chang postgres to mysql. But it is warning WARNING : Base table or view not found, message from server: "Table 'servicedesk.GlobalConfig' doesn't exist"
Open tasks
Open tasks shows wrong data for IT specialist, it's shows wrong number of assigned tasks.. How I cans olve this issue.. And how I can add new Member as admin rights to the mange engine.. Thanks
Automatic Notifications
I was wondering if it would be possible to set up a specific notification. lets say the same person calls in multiple times for the same issue in a specific amount of time, is it possible to send an automatic notification on this? Here is our basic use of service desk plus, We have users across the nation who fall under managers and then regional managers. when they have an issue they call a specific department who resolves the issue and puts a ticket in. Now, lets say John Doe has to have his
Creating a TEST system of Service Desk Plus
I am looking to create a test version of Service Desk Plus so that we can start the upgrade process internally. We are currently on v 9.0 Build 9041 and are looking to get current. Where can I find the install files to build the test system at the same version we are currently running?
User not showing in Asset workstation list but does show in workstation details
I am wondering why for this computer the user is showing up in the workstation details but not on the asset workstation list?
Cannot Search Sites and Cannot Assign Site to a Requestor
We are not able to search for a site to assign to a user. 1) We type in the site we want to search and click go. 2) When we do we get an error that says" Sorry an error has occurred" Unknown Error Occurred while processing your request. 3) If i scroll to the site instead of clicking go it lets me pick the site 4) After hitting save and going back into check the Site is gone again. Also there is no department name to pick from but that could be a separate issue. The user is not able to see requests
disable to delete the approvale
Dear Sir, Is there any option to disable the deleting the approval in the service catalog, And add new approval request for the technician.Means I dot want any tech to delete the and new approval request. PFA
Make Task Title match the Request Subject
Hello I wanted to see if the following is possible. Outside of actual service desk functions, my organization is also leveraging the features of this software to track other items. I'd like to find a way for the tasks automated via the workflows and field and form rules to have the Task Title changed to match the Subject of the Request. For my use case, I am always the requester. I will enter a request that will often need the attention of several managers. We have 3 different Request categories,
Announcements
ServiceDesk announcements is a great place for people to keep up to date with the latest information presented by the IT team. Is there any talk about setting up a "subscribe" button so that people can subscribe to announcements rather than having to go to the helpdesk site to view announcements.
Custom report of tasks witk costs
Hi team, I need a query where display me the following fields: Task ID Owner Time taken to resolve Other charge Start time End time Description Total Time Taken I need this report to Requests, Changes, Problems, Projects and tasks. SDP have version 9.2 build 9229 in PGSQL.
How to delete service field
Please tell me to process delete service field.
addtional requester detailes
hi, is there any option to add one more field requester details as attached file , we need to crate new one field name"Manger Name" and no need from end-user to write the name of his manager as text we need like requester details to take correct name form active directory . then after write the manager name the system sent approval request to that name selected in the "manager name "field.
Requests - Custom Action not showing
I have a custom Action in Stage 1 named PCI. I shows in the Status Drop down within a request. But it doesn't stick. If I choose "Requested for Information", the Status will reflect that. How can I make my PCI act the same way? want to: On PCI, move to Submission-PCI. How do I get my value in that list?
Resource Info Fields
Hi, I have two questions regarding Resource Info questions in the Service Catalog function. 1) We designed a Service Catalog Service Request and for some reason one of the Resource Info questions doesn't appear when its submitted. When you complete the form it's all fine, but when it appears in our queue it's blank and if you change it manually it stays blank! The other questions are fine. Would it be advised to delete it and recreate it ? 2) Can the custom script be used to hide options on a dropdown
Field and Form Rules not sufficient
Good day, I have set up a service catalog. One of the services is providing compute infrastructure for the new user. In our organisation, each company and department procures their own hardware so part of the service request form is a question that asks the manager to specify whether he has an existing computer available or if IT should procure a new computer on his behalf that meets the minimum system specification. Should the manager indicate that he has a computer, he must specify who the current
Defining SLA based on the request type and Priority
Dear all, We're setting up SLA's and would like to have SDP setting the SLA based on the priority and ticket type, for example: Incident with Medium priority will trigger SLA: Incident-Medium Request with low priority will trigger SLA: Request-Low How can we implement this in a way that we don't need to configure the SLA for every single Form? Kind regards, JS
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