Report on requests with notes
Hi, I would like to run a report on all requests closed in last month which have had a Note added to them. If the note itself could also be added to the report that would be ideal but if not then at least returning the calls with notes would be a big help. Is this possible? If so can you let me know how or provide the query? I would just want RequestID, Requester and Subject of all calls with a note. (unless the text of the note itself can be displayed directly). Thanks
How to change site for existing technicians?
I have an already working MESD+ configured and working (even though most of the technician accounts having started coming up with errors and still trying to resolve them). In my organisation most of the technicians have been redployed to new sites and the ones they were working from before handed over to other technicians. I am trying to make the new changes with respect to the new sites but I can't do that coz of the following error that keeps popping up. "FAILURE :Error while saving the technician
Unable to add domain requester
We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there anyway
Change Template with no approval required
I want to make a Change template with no initial approval step. Basically a Technician can work a change without approval or CAB review but the work stays on the change list. This would be for our standard and routine changes like microsoft patches, simple web page changes, and things with low risk and low impact. Possible?
Unable to change webport
Hello, We have successfully reinstalled ServiceDesk Plus on windows 2012 with MS SQL server database configured. Trying to configure SSL certificate and in this process it is required to change the web port to secured and 443. When I try to execute \bin\changeWebServerPort.bat 443 https from command prompt, below is the error thrown. Exception while forming the url: null and getting the stream. C:\..server\default\conf\buildinfo.xml <The system cannot find the path specified> java.io.FilenotFoundException
Requester Reply sent to Requester
We recently started using a new install and our previous installation never did this. Version 9027 When a requester replies to a ticket with an assigned technician they get the reply also. Attached is what we have ticked, I must missing something obvious?
Unable to get notification to Tech and requester
Hi Team I m using Manage Engine Service Desk Plus version 9.2 build 9207, i have configured all sites but when the requestor raises a ticket he doesnt get any notication via email, even i have enabled the settings to receive emails as soon as ticket is raised by requester
Ability to Group requests together by Category or Subcategory
Hi, is there a way to group Group requests together by Category or Subcategory on the Request Tab page ? example want to group all Backoffice related incidents together, all Software related to gether etc. will just unclutter the screen.
Notifications for Technicians
I have checked the setting: "Alert the following technician(s) by e-mail when a new request is created." yet I am not receiving the notifications. The email server is properly configured, and proven by users receiving the confirmation when they submit a new ticket. Any other places I need to examine? Thanks! - Joshua Rogers
Exception occurred while extracting eear - SD Plus 8210 > 8212
I'm getting the message "Error Occurred" when I try to patch from 8210 to 8212. When I looked at one of the update logs, the error message in the subject line is what I seen. Can anyone shed some light on this?
archive folder arcconversation
hi - looking at deleting some older files from the server, if I don't really want to go back to jobs older than 4 years, can i delete the folders in manageengine\servicesdesk\archive\arcconversation and is there other folders in that area that could be deleted? just so when i do the next upgrade and run a backup, it's not copying a ton of useless info.
Combine Survey with Close/Resolved emails
Having the survey email separate creates too many emails for the users. Can we put the survey link in the close & resolved emails?
Unable to add requester
Hi... We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there
Merging pre-upgrade request with post-update request = Issues
Hello, I sent an email to the support AND a reply to the ID(7392735) they gave me and yet, no answer at all. I even mentioned I would appreciate feedback quickly. I want to warn everyone upgrading from Pre 9200 to the latest version: If your technician try to merge and pre-update request with a post-update request, it will give you issues. We recently migrated from 9047 to 9206 and we had 2 cases today where a technician merged and old request with a new one. In the first one, the requester conversation
Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Dear SD Team I made a migration of this tool to another server but we cannot create incidents by email, this happened when i try to change some parameters in the section Mail Server Settings; Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate I made this procedure but the issue persist; Solution: Download the file from the link given below and extract it to the Service Desk Plus Home directory. https://uploads.zohocorp.com/Internal_Useruploads/dnd/ServiceDesk_Plus/2016_02_03_11_25_23_o_1acqu0dua1tidbq1kni1llri9g1.tar.gz
Bulk Updating Region
Hi all, I am in the process of setting up a new SDP Enterprise environment, and currently have almost 3000 users imported. Is there an easy way to bulk update the region each user belongs to? For example, could I extract a list of accounts from AD, put them into a CSV with the respective region listed, and import this? I'm sure there is something easy I am overlooking. Thanks in advance for any help.
Bug while resolving a Request with a picture in the Resolution Tab
Hello I'm publishing this in the Forum so others can see this bug. I wonder why I can't find the your notified issue ID SD-58519 not in the known issue list. It's annoying that this issue isn't solved yet. As you can see futher down: Situation two doesn’t work: I write text and place a small picture of a screen shot into the Resolution Tab and Update request status to Resolved. Klick on Save à The Resolution is saved but the status is still open. I have to edit the Resolution and change the Update
Change the request status to Open when a requester replies to an On Hold
I have found several entries online discussing this but not an answer which resolves this query. We need to change the request status to Open when a requester replies to an On Hold/Waiting Customer Feedback. I am currently running 9.0 Build 9032
Merging status
Dear Team, Please help me to resolve the issue of merging the ticket!! If the parent ticket is resolved status and child ticket is in the open status, if we merge the 2 ticket the status will be resolved . But we need it in the open status . How is that possible? Thank you for the help in advance! Regards Anujitha
After Requester information is added, the Support Group changes to "none"
After Requester information is added, the Support Group changes to "none". We have recently updated Servicedesk Plus to version 9.2, build 9207. Since the update all our Incident/ Service Request Templates have the same problem. If a Technician makes a ticket; after you added the Requester the specified Support Group changes to no group. This problem also occurs when a user uses the Self-Service Portal. This is a huge problem for us, we've tried to create a Business Rule to override this problem
HTTP Status 403 error
Hello, We have an technician who receives the following HTTP Status 403 error when trying to open an attachment within the approval details of the Approval Link that was emailed to him. If he goes into the ticket, he is able to open the attachments. We just updated to the latest version.
Json formatting error in API for Attachments
When querying the attachments on an order with multiple attachments, the "attachment" node is identified as a Json array in brackets [ ]: {"response_status":{"status":"Success","messages":[{"type":"Success","message":"Attachment operation successfully completed.","statuscode":"7001"}]},"attachment":[{"AttachmentName":"Cancelling the Forwarding Settings.docx","AttachmentId":62771,"AttachmentSize":"13.83KB"},{"AttachmentName":"QlikviewMDX.exe","AttachmentId":62772,"AttachmentSize":"44.0KB"},{"AttachmentName":"US
Autofill Subject Line From Required Field
Is it possible to create a template that can pull the information from a required filed and put it in the subject line of the request? So for example we have an Add User template that we created for new employees. One of the fields that is required is called Effective Date and Time. This is the day and time that they will start. We would like for the Effective Date and Time to automatically replicate in the Subject Line of the request once it is filled in if possible.
ServiceDesk Plus
I need to relocate our ServiceDesk Plus from server to another with the same operation system (Windows 2008 R2 Std) Can someone help me with this or send me a step by step procedure on how to do it!
Possible to remove the link from the request closed email?
Is it possible to remove the link from the email that gets sent out to the user when a request it completed? We don't have our end users setup to log into SDP to view their tickets so the link is useless and tends to generate more tickets along the line of "why can't I log into this site?" So we'd like to remove that link from the email but still have them notified that the ticket is completed. Is this possible or are we stuck with it?
Best way to display Request Body
Hi, We're writing a new UI to interface with SDP. I'm downloading the Json of the request which returns a string for the request body. Has anyone else had to deal with rendering this as a webpage, since most often they're HTML encoded emails? Any suggestions would be greatly appreciated. Thanks, Ryan
Announcements only showing to "all user groups"
When I select any user groups to view a especific Announcement, he doesn't show to this group. The Announcements only work to all user groups. For example: I've created a "Announcement test" and two user groups. I put the "test" and "test2" in the "Avaliable User Groups". So, after that, the "Announcement test" shows normally to the users in "test" and "test2" groups (because there's no group selected in "Selected user groups", so the system release the Announcement to all groups). But when I put
Report \ Hour range
Hi, How to fix this report that it reads the data only for the last month? select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'))>0 AND DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) <= 3 THEN 1 ELSE 0 END) '0:00 to 3:00 hrs',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE()
System Log Mass Extract
Hi, Recently joined my organisation in a reporting capacity and trying to get an idea of what reports are currently being run by whom within Service Desk Plus and with what frequency. I've come to the conclusion that the System Log Viewer is what I need to get this information but I can only view the data 250 records at a time from the front end. Is there any way you can get this information out of the application en masse so I can properly test what is being used? I'm assuming I can get to this
Requester doesn't see reply when technician replies via Outlook
Hi All, We are evaluating SDP to see if it will work for us. So far everything has been great except for this one issue. When a technician replies to a ticket via the web interface the reply gets added to the ticket and the requester gets the reply sent to them via email. This works just fine. However, when a technician replies to a ticket via email (Outlook) the requester gets an email with a link that will take them to the reply instead of the reply text itself. Why is this behavior different
Technician email replies don't send to requester
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Technician email replies behave differently than technician web-response replies.
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Add all Service and Incident Templates for a given Service Catalog Item to one or more User Groups
Folks, I'm aggressively trying to deploy the service catalog. Not all of our sites get all of our service desk services from the catalog. For example, some of our sites may utilize Financial Software, so those sites get the templates (incidents and service request templates) from that service category. When I have to deploy a new service catalog item to multiple user groups, however, I presently have to go into every incident template and every service request template and add the group. Is there
history error
Hi, I noticed an error after upgrade. I have an incident additional field that involves time and date. when date is modified and you check on the history. it no longer gives you the old date and time, same for new. it only shows numbers as shown on the image below. currently running 9.2 Build 9200 it was not like this prior to upgrade Thanks, Steven it was not like this prior to upgrade
Where can I add 'End of support' date details to software?
Where can I add 'End of support' date details to software? We are building out our CMDB and assets module. I want to be able to see within a CI what the end of support details are when I look at a relationship map, for example if I have a sql 2005 install, I want to be able to see it is end of support in April 2016 within the map
Approvals and SLA's not getting applied
After upgrade to 9207, we have a template for Requesting a New Laptop. In the workflow, the approval will go to $DEPT_HEAD$ and the SLA should be 10 days. Once the requester submits the request, the approval does not get sent and the SLA does not get applied.
Setting up Notification Templates
Hi All I am new to to ServiceDesk Plus and trying to setup some notification templates. I am setting up the template to Acknowledge Requester by Email when a new request is received and would like the email to include the original requester's email in the body Is there any way to do this? Thanking you in advance Margaret
Technician Hours?
Is it possible to separate technicians by their shifts so that round robin won't assign a ticket to a person who is currently not on-site?
Prevent group notification upon saving a new, closed request
We will often open a new request and close it in one step (first call resolution). We have group email notifications turned on so we can be alerted when a new request arrives that at tech within the group needs to pick up and work. However, we would like to be able to suppress a notification to the group when we add a new request that we are saving as "Closed," as it does not warrant the attention of the technicians within the group. Thanks, Adam
ERROR: Invalid ID Request
Hi! We have 8.1 SP9... when we try to send any email (response o forward), the email is sent to the final recipient mailbox but the system say "ERROR: Invalid ID Request", and the mail is not attached to the original Request and is not present inside the histori with the total mailing tracing . In addition, we can be approve, but the system respons the same (Invalid ID request), and when the user receive de email and try to click it, the system cannot find the approved request. Best regards.
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