Rest API Add new request with login requester
what add new request with login requester? { "operation": { "details": { "requester": "Shawn Adams", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Unable to browse", "priority": "High", "site": "New York", "group": "Network", "technician": "Howard Stern", "level": "Tier 3", "status": "open", "service": "Email"
How to expand "Milestone" body detail?
Hello all, Can anyone help with this? I have the following issue: I have created a proyect and a milestone for it. However the body of the comment is very narrow. Is there a way to expand it, so, I can insert a big picture in it and share with other participants? Attaching a pic. Thank a lot!!!!
Ability to exporter change calendar
Ability to exporter change calendar googel calendarr or sharepoin calendar
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking
Hi, Yesterday I got an error in SDP+ and the application got stuck. I only found out this morning as It happened after working hours. I restarted the server this morning and everything went back to normal. We are version 9016, MS SQL server on the same server. Windows 2008 R2 - SQL2008 R2 Here is the message in SDP+ log file: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException:
Editing Pick List field after creation
Hello All, If we create a new incident field and choose 'pick list' as the type, we can add values, however once it's been placed on the form, there doesn't seem to be a way to modify the list. Is there a db table that we can update, or do we need to create a new control each time if the pick list values change? Thanks.
Trouble Importing Active Directory Users
I am having trouble using the AD import function in the ServiceDesk. Basically, when choosing the "Import" link, it does not show all of the OU's. In this example, I have an "ASG" OU, which contains an OU for each branch, then within each branch OU I have an OU for each department. In the Service Desk, I can only see the root OU. I can't drill down to see all the OU's listed under the root. I have pasted a screenshot of our Active Directory, showing the OU structure as well as what I see in the ServiceDesk
Migrate work task associated with a request for servicedesk plus MSP to ServiceDesk Plus
Hi, I have some questions about data migration between ServiceDesk Plus MSP and ServiceDesk Plus. Is there any way to migrate work task associated with a request? My servicedesk plus msp license expires in December and I saw that the ServiceDesk plus is more suited to the needs of the company but we don't want to lose the information requests that are already created. My DB is MsSql ServiceDesk plus MSP 8.3 builder 3909 ServiceDesk plus 9.1 builder 9108 Thank you!
Missing Field in Field & Form Rules
I'm missing some fields in the rules, like Description and Resolution. Is the a way to set those field?
Where has the work log tab gone?
Have just applied the build 9108 and the work log tab has vanished? We can add work logs to tickets and see that it has been done in the history of the ticket but without a work log tab, are unable to view what work was done?
Send Email Upon Submit
I have a request that is forwarded on to a 3rd-party vendor. Is it possible to have the request emailed (Subject and description) upon submit?
parameters in the survey
Hello, for easy identification, we would like to include in the e-mail satisfaction survey, the Id, technical and ticket subject. Is it possible?
vendor contact person
Only one contact person per vendor can be defined. Am I right?
How is Time Elapsed Calculated?
We're just started to us the Time Elapsed Field. Based on what I'm seeing it calculates time elapsed as number of working days in hours. In summary if a ticket was opened on Monday at 0800 and Resolved the following Monday at 0800 the report using Time Elapsed would ready 40:00:00. Is this assumption correct?
Migrate Database
I want to migrate ServiceDesk from windows to linux. can we use database on windows platform to linux O/S...? Is there a tool or way to do this without re-entering all data again?
Requester can mark Like / Unlike over a solution article
Hi, Noticed in the road map that under the Yet to Start section you have the below feature: Requester can mark Like / Unlike over a solution article Can I please make an additional suggestion if it hasn't already been considered, can the Unlike be linked to an Incident Template so that the Requester can log a support call off the back of a solution that hasn't worked for them?
Auto suggest MERGE for cases with a similar Subject Line !!!
I have a common problem where duplicate cases are created, because technicians do NOT merge cases together. This could be avoided very easily if Service Desk was able to suggest a MERGE by scanning the email subject lines. What I propose, is that Service Desk scans the past XXX cases or XX days of cases, for the same subject line and makes a suggestion dialog box for the technician to MERGE any similar cases it finds. eg. You see a case titled "RE: fix my computer", this reply came to Service Desk
SDP - Email Signatures
So I've seen the $EmailSignature variable on replies. I am wondering, where do I configure this variable so that notifications have said Signature?
ServiceDesk not updateing sender email address?
Hi, During setup we used a test email address of Servicedesk@xyz.com. Now that we are about to go live I've changed the address (under mail server settings) to helpdesk@xyz.com but sender address seems stuck at servicedesk@xyz.com. I've restarted the server, clicked save a thousand times but it won't change. Any suggestions would be greatly appreciated.
Error when approving
When you are using the purchasing module and you have 2 stages of approvals: Both set of approvers get notified that they have a purchase to approve. However, if Stage 2 approver tries to click Take action, they get a bad link that they can not approve. It is not until Stage 1 approves, that the Stage 2 can approve. It should operate like the following: Stage 2 should not see the option to take action until Stage 1 has approved it. It should be hidden from view or not show up until Stage 1 approves.
Install/uninstall software
Dear, When i use the install/uninstall in a ticket to install software, the status stays in draft. version Manageeingine 9.1 Build 9107 Version desktop central Build No:91058 Please advise Kind regards Tim Verduyn
Report Fields Available for Columns - BUT NOT for Grouping!
Why are there fields available to put on a report that don't show up in the Group By list. I've logged support requests and have never received an answer?
When changing a support group falls error
How do you get emails (like in Outlook) into a request?
There are lots of times I want to easily put an email (like from Outlook) into a ticket. These are typically emails between our support vendors when troubleshooting an issue, so they're not the requester. For example, one of our computers that's under warranty had an issue. I called Dell to open a ticket with them. They've sent me 2 emails about my ticket and dispatch information. I would like to easily import this into the ticket. Typically, I just copy/paste the contents of the email and put it
always gets an error while changing "Helpdesk - Notification Rules"
Hi forum members, When i'm trying to change any settings in "Helpdesk - Notification Rules" i always gets the following error: "Please choose technicians to notify during new request creation" Which field cause this error? What can i do to bypass this issue? Regards, Guy.
Customize report layout
Hi, I need to change report layout. The main color of our organization is green. I need to change the default lines and text in blue color to green color. Can you help me? Thanks SDP 9.1 MSSQL
Assign site based on sender's email via business rule
I know that this one has been raised before - but it's pretty important to us so I thought I'd raise it again. We've just stated using SDP - our users are submitting jobs via email only at the moment. In the near future we're going to be accepting requests from multiple sites and would like to be able to automatically assign requests to sites based on the sender's email address via a business rule. Similar requests seem to refer to SDF-38997 and many of these are over a year old. I've just patched
Notification Rule to email creator tech when assigned tech closes ticket
Often I create tickets and have to assign the ticket to a different tech for resolution. Ultimately, I'm interested in when the assigned tech closes or resolves the issue. Is there a way to build a notification rule to email the created by tech when an technician that closes the ticket is different than the created by tech?
Customize EMail (Resolve/Resoultion)
Hi, when I resolve a request via Tab "Resolution" in request-details the system automatically sends an email to the requester. This email is split into 2 parts: - 1st: The original request - 2nd: My resulution. Can I customize that mail. I want to swap the two parts, (1st my resoulution then 2nd the request) Greetings Michael
Is it necessary to install a database for service desk working correctly?
Is it necessary to install a database for service desk working correctly?
Service does not send notification mail to create a query.
I have some problem, when create a business rules. Service does not send notification mail to create a query. Does it ossible in the free version of the product?
Asset scanning/ Bardoce reader
Is there an integrated asset/barcode scanner that ME has worked with to update CMDB and Assets?
Microsoft Licensing
Hello, With Microsoft's Office licensing, we can install 1 key on a desktop and as long as the laptop is a dedicated machine(not shared) we can install office on that same user's laptop with the same key. What would be the best way to track this in ServiceDesk? If we create the key with 2 installs, I'm worried that someone else will think that we have 2 of those keys available instead of the single key allocated twice. If there isn't a good way to do this, then this is a function we'll need added
Ability for Self-Service Forward Schedule of Changes
I'd like the ability to publish the Forward Schedule of changes / Calendar View to Self service so we can allow staff to see IT changes Two security features I'd like to see with that is the ability to make the view able for certain groups like request template functionality. Similarly, I'd like the ability to mark some changes as private so they aren't published on self-service but are always view-able to IT - similar to the Solutions Private/public configuration
Hung at Application layer Starting
Server never starts, "Application Layer Starting......" is all I see, this is after a fresh install of the newest version on a new 2012 R2 server with SQL 2008 R2. on the same box. The ME Service Desk Service stops every time the server is restarted so I tried inducing the run command from command prompt and received the following error. "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: E:\ManageEngine\ServiceDesk\bin\\..
How to get only date part from a date field
Hello, I have a report where I use the query bellow. What I need is that the date fields (wo.CREATEDTIME, wo.DUEBYTIME, etc) comes only with date format "dd/mm/yyyy" (in my case, in Brazil). How can I get this? SELECT ti.FIRST_NAME "Técnico",wos.ISOVERDUE "Status do vencimento",sdo.NAME "Local",wo.WORKORDERID "Identificação da solicitação",aau.FIRST_NAME "Solicitante",longtodate(wo.CREATEDTIME) "Hora de criação",longtodate(wo.DUEBYTIME) "Hora do vencimento",wo.TITLE "Assunto",longtodate(wos.LAST_TECH_UPDATE)
To CMDB or not to CMDB in ServiceDesk Plus (Part 2)
Last time out ( https://forums.manageengine.com/topic/to-cmdb-or-not-to-cmdb-in-servicedesk-plus) we were looking at the CMDB as a means to 'hide' specific custom data against particular assets, in our Smartphone example the IMEI number specifically. Following on from this I'd like to demonstrate how the CMDB is also an excellent 'visual' filtering tool for the asset register. We recently completed a project for a client involving the import of over 2500 facilities management type assets and the
Flagging when call closed
Hi, Anyone know of a way to get the system to flag when you are trying to make a change to a Closed call? Or make it more obvious that the call is closed? If the resolution showed in the Discussion Notes I don't think this would be a problem, but I've seen my technicians update Closed calls multiple times not realising that it has already been closed. Any one else have this issue?
ServiceDesk Plus 9111 Released
Dear Users, SDP 9111 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9111 SD-60803 : Issue of "non-English" characters appearing as "???" in request object for Request Custom Menu, HTML file invocation is fixed. SD-60297 : Vulnerability and penetration issues in Un-handled errors and exceptions are fixed. SD-60283, 60280 : Vulnerability in Authentication bypass is fixed. SD-60274 : XSS vulnerability
Order By - Ascending and Descending
I've quite honestly never seen a report development tool that does not allow for ascending and descending options. If there is a way to do it - it's not obvious.
Customize EMail - Resolution
Hi, when I resolve a request (via Tab Resolution in Request details) the System sends an email to the requester which ist split into 2 parts: - 1st: The original request - 2nd: My resolution Where can I configure/customize that email-Template? I want to swap tose two parts. Greetings Michael
Next Page