New Request Creation through E-Mail
Hi, We're looking at moving our users away from e-mail usage and to use our portal more. At the moment about 25% raise tickets through sending an e-mail to us. Could you advise on the following? 1) Can the system be configured to only accept new tickets from specific mail addresses ? 2) Can the system response be configured separately for those raised through the portal and via e-mail ? (I am assuming this is limited to the Notification Rule "Acknowledge E-mail Cc users by e-mail when a new request
Email replies not added to ticket if an email address in recipients contains a hash character
Observed that for one specific ticket - replies coming in from the customer side were not being added to the existing ticket ID. It appears that this is down to one of the (customer) email addresses in the recipient list containing/starting with a hash # character, e.g. #email@customer.co.uk Our ticket 'identifier' appears like ##nnnn##, which needs to be included in the Subject to add to an existing ticket. I wouldn't really want to change our ticket identifier - as it's been in use for years. Is
Barcode scanning - what am i doing wrong?
I have been tasked by my Manager with getting asset barcode scanning up and running for our ServiceDesk Plus. The USB barcode scanner itself seem to be working fine, but I am getting an error message when proceeding to the second step. Here's a link to the error that I am getting; http://www.iforce.co.nz/View.aspx?i=pzufvso4.so4.jpg This is the IMEI number for the iPhone, which populates when I scan the barcode on the back of the box, and the error appears when I click the 'Add Assets' button. Is
Ticket Numbering Starting Point
I know this question has been asked previously, but I don't see any good answers. Is there a way to get Service Desk to start using ticket numbers at, say, 100,000 instead of 1? How does the program know which ticket number to use next? If I create a ticket #99999 (perhaps manually in the database) will the program assign the next ticket as 100,000? Has anyone ever tried this? Similarly, I need to do this with POs. -gjaynes
Email requester when request is closed
Dear all, How to enable requesters to receive email notification when technician closes a request? Please note that under “Notification Rules” all requesters notifications are enabled (ticked). I'm using version 9226
URL alias gets duplicated on survey links
URL alias gets duplicated when using ip http://10.250.241.117:7777/http:/10.250.241.117:7777/sd/SurveyDetails.sd?surveyData=43b04dcb2d74faa93f53c3c8196638aecf86c220 I have to configure a name (msserver:7777) for it to works thats la link the user gets when trying to access the survey Please Help
Forest-Trust SSO
Hi, Is it possible to add a second domain's AD in another forest for SSO? The forest has a two-way trust. Thanks Adrian
Backup Service Desk Plus 8.2.0 and restore into Service Desk Plus 9.1
Hello ZohoteamI have a query. Can I backup database Service Desk Plus 8.2.0 and restore it into Service Desk Plus 9.1? If not what steps can I take to be able to accomplish task. Thanks Rafael Rodriguez Netwave Equipment Corp.
problemas con la herramienta servicedesk
tengo problemas con la herramienta se pasma en varias ocasiones en el día tengo que acceder al servidor eliminar el proceso de java desde el administrador de tareas detener el servicio detener la base de datos y volver a iniciar todo nuevamente para que responda trabajo bien un rato y vuelve a caerse
Purchase Tab
When I go to the Purchase tab I am unable to see the buttons for "New Purchase Order" and "Delete". I noticed this in version 9225 so I upgraded to version 9227 but it did not fix the issue. I have tried with Chrome and IE. Does anyone else have this issue?
Closure codes linked to ticket status of resolved
HI as the closure category only appears as a pop up when a tech moves the ticket to closed, ideally it should be from the resolved status. So when we have the setting move tickets to closed after 24 hours form resolved these automatically closed tickets will not have a closure/resolution category. At least if my techs are moving from acknowledged for example to resolved that they are then presented with the closure category it will be captured/selected. Currently it only pops up if a tech goes directly
Backup SDP kann nicht ausgeführt werden
Hi, we're using SDP 9.1 Build 9117. If i try to make a backup by using the backUpData.bat i will get an error. (See below) Can someone tell me where the problem is or point me in the right direction to resolve this issue? I have attached my backUpdata.bat Any help would be great. Thanks & Regards Kurt Brugger (Hallo, wir benutzen SDP 9.1 Build 9117. Beim ausführen des Backups per backUpData.bat erhalten wir immer einen Fehler. Siehe unten. Was könnte hier die Ursache sein und wie können wir das Problem
Support Group Editing
Hi, I'm not able to remove "Owned by" in one of my Support Groups, although the system confirms by "SUCCESS :Group details updated successfully." Is there any way performing that from within the database? Thx. Khalil S.
which Service Desk software match our requirements??!
Hi Experts and Gurus, we are an IT company who supply HP servers and Cisco network switches for different customers, then once we install the products, we support them as we have AMC ( annual maintenance contract) and SLA, we have around 350 plus customers, we have 12 techs, which solution from manageengine match my requirements? do i need MSP? do i need CMBD? do i need asset management as we have spares to cover the support for our customers to manage it? do i need service catalogue ? its confusing
How to remove "Jump to" OP/ADManager?
We do not possess, nor do we plan to purchase, either the OPManager or the ADManager. As such, the "Jump to: OP/AD Manager" icon on Tabbed sub-bar is irrelevant and annoying. Can this button/link be removed?
ServiceDesk Plus 9227 Released
Dear Users, SDP 9227 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9227: SD-63846 : Unable to view Technician space notification icon and Request Collaboration, when the NIO port is occupied. SD-63872 : Success/Failure messages are not displayed in Request custom menu>> Request view. SD-63980 : In some customer environment, AD authentication fails, when there is a delay during login. SD-63325 : Failure
How to configure business rules for service catalogue in ServiceDesk Plus?
Business Rules enable you to organize the incoming requests and perform actions such as delivering them to groups, assigning status and other request parameters. Business Rule can be applied to a request when it is created (or received), edited or both. Watch this short video and learn how to configure business rules in ServiceDesk Plus. Here are more such videos to help you get the most out of ServiceDesk Plus. Steps explained in the video: 1: Select service catalogue > manage > Busines Rules.
How to configure task dependency in ServiceDesk Plus?
A typical workflow has various tasks to be performed. These tasks are sometimes interdependent and are to be performed one after the other in a sequence. This calls for the task dependency map, where the task to be performed first is termed 'parent' task and the following task is termed 'child' task. Configuring task dependency will provide a clear structure for the workflow. Watch this short video and learn how to configure task dependency. Here are more such short videos to help you get the most
Email Command Not Working
Hi, I have been trying to get the email commands working with no success. The SR is created but it ignores all the commands My SDP build is 9.2 Build 9209. The System Log says "Though email parser is enabled, user : xxxxxx@xxxxxx has login, email subject contains parse string, there is no parseable keys present in the email. Hence proceeding with normal email processing."
Report Window returned instead of Query report results
Occasionally when running a report in Service Desk plus, the report window will show the below instead of actually returning the report results. I usually have to restart Internet Explorer to get this to go away. It is particularly annoying when writing query reports as the query itself is then lost and has to be written again. Running SD+ version 9218 and IE 11
Restoring Problem
Dear sir, i got the problems again and again during restore the.DATA file format..i went bin-->restoredata i tried this way. but i cant able to restore the data. another problem is backup created 3 files. How to restore this 3 files.. i have attached, that 3 files snapshot for your reference. Please give me the solution ASAP.
Merge Requestors
Hey Is there a way to merge requesters. I am moving over to SDP and did a job ticket but didn't check the data first so some requesters on the old system was picking up email only and not display/First/Last name so they haven't matched up to the Active Directory requests. Need these merged so the tickets from the old system that was imported to show on there portal when they login. Running on ver. 9.2 build 9212 Cheers James
Deleting a Windows domain
Hello, We need to get rid of an old Windows domain that is configured in SDP. What happens when deleting a domain from the domain list? Will the corresponding requesters automatically be revoked or deleted? Or do we first need to manually revoke or delete the requesters before deleting the domain? Best regards, Demetrius
Differing working hours on weekends
Hi, Is there a way for having different operational hours on a weekend? My service desk operates 0800 - 1800 Monday to Friday and 0900 - 1230 on Saturday but I can only find the settings operation hours which sets all the days the same. Thanks Dan
Isssue with Deleting CIs in the SDP CMDB
Hi there I am having issues with deleting CIs in the SDP CMDB module. I get the following error message: FAILURE :java.sql.SQLException: Invalid object name 'ServiceReq_1513'. Our support group wasnt able to solve this yet Any ideas? Thank you
Additional E-Mail Addresses on Requesters
Our requesters have several e-mail addresses that they could submit requests from via the e-mail system. It would be nice if we could add a couple more e-mail addresses to their profile so the system would know it's them when they are submitting requests.
How Can I Stop ServiceDeskPlus from Creating Duplicate Tickets?
When we send an email it creates two tickets, not always in sequential order, sometimes it'll be a few minutes before another ticket is created with the exact same subject line and body message. We have preventative maintenance tasks configured and they create doubles of the same ticket as well. This all started after we upgraded from 9.1(9121) to 9.2(9200). We figured that if we upgraded to the latest version, it'd fix this issue, and it hasn't. We're now at version 9.2(9224) and the same issue
Launching Boot Camp Aug'2016 - Incident Management
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Unable to take a backup
Hello everyone, We are unable to take a backup of SD+ 9118 (MSSQL). CMD log is given below. Any ideas? C:\ServiceDeskPlus\ServiceDesk_NonIT\bin>backUpData.bat Starting.... Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager
Additional value to business rules and /or field and form Rules
hi all, I'm wanting to make rules where if specific technicians want to make a request it auto assigns it to another technician which is located at a different tier. so adding a criteria in where "created by" is, is not etc would be handy. Please advise, Willus
how to assign Request or problem to one more than technician
how to assign Request or problem to one more than technician
Is it possible to report on original requester?
Hi folks, I've got a few issues I'm trying to solve here, and I know there are some limitations, but I'm wondering if there are some creative minds out there that can help me: I've got a phone system that sends SDP an email when a voice-mail message is left for the service desk. The email is always from voicemessage@mypbx.com (this is an example email address). Issue #1: I'd like to use email rules to set the Mode field to ServiceDesk Email Message, because we have a 15-minute SLA around VM messages
Additional custom fields
Hello, More and more support teams are starting to use SDP. Because of that we are running short of additional custom fields for incidents. Is there a way to breach the limit of 24 character / 8 numeric / 8 date-time / 8 decimal fields? For service requests, we managed to have a work-around by setting up more service categories than initially planned (since every service category has its own set of additional fields) but the inconvenience is that we need to configure some fields multiple times (since
Some problems with solutions.
When we insert solution from Microsoft Word with pics into solution in Chome browser all pics don't loaded to SDP only black borders as you see on screenshot. What you think about it?
SLA for Responded Time (reaction time) calculated in Operation hours
Dear Support team, I like your products and we use them in our business. But I have one issue with SLA reporting. I have special SLA rules for reaction time of Service Desk team. I'm going to create report query which presents SLA breach for Reaction Time. It can be used for calulation: either column Responded Time (wo.RESPONDEDTIME) or Assigned Time (wos.ASSIGNEDTIME). However it is not based on operation hours. I need something similar to wo.TIMESPENTONREQ - Resolution time) for Responded Time - which
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus.
Remove emails from "To" field in ticket - non-existant email reply loop
Hi, A user opened a ticket via email with a bad address in the To field. This is causing a loop of me trying to close the ticket, the email bouncing back to the mailbox, and consequently reopening the ticket. Is there a way to strip out email addresses from a ticket?
Asset history query report
Is there way to view a users assigned asset history? I'd like to be able to search a user and see a list of what items they've been assigned for instance which workstations they've used or which projectors were checked out to them. I'd prefer to not have to run some type report to accomplish this each time. I know the assets have histories but the users do not. Maybe if there was a way to show relationships that user abc has used workstation 123 and workstation 125. Not just the current one
How make service (incident) group in servidesk plus ?
We will make the service(incident) group like as below. Could you help me?
Report on the TO field
Hi all, Because of an error in a business rule some e-mails have been assigned to wrong support groups. I did not find any filter for the “to” field. How can I create a report showing all requests for which to = aaa@bbb.cc? Best regards, Demetrius
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