Template Categories - First Screen
Hi there, I'd really appreciate any help with this... When a user logs into ServiceDesk, the first screen I would like them to see is the 'Template Categories' screen as it simple to select a template to use. (I've attached an image of the screen). Does anyone know how I can make this happen? Thank you for your help. Dan.
Unable to connect to web client
Hi, I am in a tangle with Service desk Plus. I have previously uninstalled it and reinstalled it, but now using MS SQL. When I have run the run.bat it said that port 8080 was occupied (maybe from the previous install) It asked if I wanted to change it, and I put port 8081. I still cannot access the web client. I do not know what else to do Thanks in advanced
Technicians from one site can see cases from all sites
Hi, We've just added a second site to our ServiceDesk Plus and assigned a new technician just to see cases from that site. Even after applying those changes, if the technician select "Pending requests" he is able to see the cases from all sites. Can you please advise if this is a bug or we are missing something? thanks in advance, Sergio
Created by field
Hi I was thinking about my reporting, and tickets for Created by technician..at present I have a report that goes on created date for last week, and filter is on Technician. However, this is only for jobs where the technican keeps the job - if they assign the request to someone else, that metric never gets captured. How do i report on the technician that created the job - can we have a field called Created By, which will auto insert the technician's name who creates the request?
Database table with ServiceDesk version & build info
I'm looking to query the database directly for the Version and build number of ServiceDesk Plus. I'm looking for the same information found on the About>Help page.
Enable replying on Technician notifications, to update the existing ticket with the reply
Good day, Currently only replies from notifications sent to sequesters updates the existing request with the reply. Please enable replies from technician notifications to also update the request with the reply. Kind regards Renier
ROBO Tech
Hi All, I am just starting to configure robo tech. I have a few questions. We require technicians to enter time on every request. How can I configure time for robo tech in the template. Also I would like to know is there any way for my end users to reset there passwords all on there own with out any technician intervention. Thanks in advance for your help. Troy Bifulco
Custom Notification
Scenario: I have a new employee template. We use the same template regardless of domestic or foreign site. Upon submission by Plant Manager or technician from a remote site, I would like a notification (email, alert, etc) sent to a group in HR. I also, based on feedback (employee #) from HR, would like to send a notification (email, alert, etc) to Finance so the new employee can be added to the cost center groups. (this is information provided by the HR representative. Meanwhile, I have a number
Conversations for all open tickets.
I have this report which shows me the conversations for tickets within a time frame. What modification would I need to do in order to get the report for all open tickets? Thanks. SELECT workorder.WORKORDERID "Request ID" , workorder.TITLE "SUBJECT" , longtodate(conversation.CREATEDTIME) "Conversation TIME" , conversation.TITLE "Reply SUBJECT" , conversationdescription.DESCRIPTION "Reply" , aaauser.FIRST_NAME "Replied requester" FROM conversation LEFT JOIN workorder ON (conversation.WORKORDERID
Emails not being sent, and other strange email issues
My question is if the update to Build 9105 could have somehow changed some settings on how emails work? I applied Build 9105 last Friday at the end of the day. Everything seemed to be working fine after I brought the system back up, and closed out my last ticket. This morning, I should have received an email notifying me of a ticket I have set to be automatically created each Monday. I didn't get that email, but didn't think much about it. Then when I attempted to reply to a ticket (clicking
License File invalid
I am trying to apply a temporary license file and I keep getting the message "The license file specified is invalid" ERROR CODE : 488 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com WebSite : http://www.manageengine.com The license files is for a temporary key.
Translate "on duty" "comp off" and set clearance day
Hi, How can I translate "on duty" and "comp off" from scheduler? And, i can't find the clearence day on scheduler. SDP 9.1 MSSQL
Add Approvals and Tasks to Printing
Can you add the option to print approvals and tasks on requests and changes, please? The worklog does not record the approvers response, just that he or she responded. On tasks, the worklog records that the tasks are added, but not when they're completed. Right now, I have to add a separate screen shots of the to get the complete information. This is true for both my current and pending version. Version 9.0 Build 9046 in production Version 9.1 Build 9103 in test
Autoassign asset to incident by custom field
Hello. First of all i want to say, english not my native language, so don't blame me for that, please. :) I've got uniq ID on every workstation and all this workstations was added to assets in "servicedesk plus" with additional custom field labeled "ID". Is there any opton to make custom field in incident template wich one will be linked with the field in asset? So, during incident creation, i can fill this field with workstation ID and it will automatically attach asset with the same ID to the incident.
Additional Hard Drive Info?
I have a requirement to add a tracking ID and physical location (single-line text field) to each of our hard drives. The tracking ID is generated by another system and must (somehow) be associated with a specific hard drive. We are currently running weekly Domain scans which return basic information on the workstations, including (some) hard drive info. Is there a way to add this information to each hard drive in SDP? It's important that the tracking ID and physical location be associated with
Asset Scan Exclusion
Is there a way to exclude assets with a certain status from scheduled scan? For example, I have a number of assets in inventory that have a status of "In Store" because they are still in a box and therefor will not be accessible for scanning yet they showup on the failed to scan list. Any ideas?
Adding more logic to incoming email processing
Would it be possible to add the following logic to SDP when it receives incoming email? When fetching email for an open ticket, if the email is from a technician watching the group the ticket is in and technician is not the requestor, process the email as a technician's reply to the ticket and notify the requestor. Else process the email as designed (as a requestor's reply). The majority of our technicians are not at their computers most of the day so having the ability to reply to a ticket via
Subject with two words and "and" operator in Business Rule
I'm new to ServiceDesk - so answer may be simple - sorry if it is. I'm defining rule in Business Rules based on two words in the email subject. Both of tchem needs to be met together, so operator 'and' seems to be right choice. Business Rule instead of 'and' puts 'or' operator - even if I add words separately. For example - I need to distinguish high and low importance incidents. I thought that simplest way is to send an email with "category" and "importance" in the subject of email - Subject: "problem
Licensing Question
I recently got one of those free licenses from https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree for 100 techs and It says expires next year my question is will I need a new file next year or will it still work and never expire like the free versions available in the installer?
Approval email notifications
Can someone tell me if there is a way that when someone is requesting hardware or something that costs money, that the email to the approver would have more information? I.e. Item and cost? Or is there a way to use the purchase module so that the approval goes to the manager with all that information? If you look at the approval emails, they are rather limited. Then when you click the link, there is not much information there for the person approving to know. For example, is the phone request
Critical : Error while invoking backup
Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: There is not enough space on the disk at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at java.util.zip.DeflaterOutputStream.deflate(Unknown Source) at java.util.zip.DeflaterOutputStream.write(Unknown
How to Use "User Groups" - where is this useful?
I have created two types of Users in the "User Groups" area under ADMIN of ServiceDesk. I don't see anywhere within Service Desk that I can use the groups I have created I am a newbie so I apologize if I am overlooking something obvious.
Issue with resetting request ID to start at 200000
Trying to reset request ID's to start at 200,000 I used the following query: insert into workorder(workorderid,requesterid,createdtime,respondedtime,duebytime,completedtime,timespentonreq,isparent,is_catalog_template,fr_duetime, haschange,hascausedbychange,hasproblem,surveystatus,hasdraft,resolvedtime) values (200000,1,0,0,0,0,0,true,false,0,false,false,false,0,false,0); Return code: Msg 128, Level 15, State 1, Line 1 The name "true" is not permitted in this context. Valid expressions are constants,
Get Request List by Requester from API
I accidentally posted this topic in the SDP-MSP forum, but I think I meant to post it here. Here is what I'm trying to accomplish: When there is a problem with our software, users will send an e-mail to an e-mail address that we have set up. That e-mail creates a new request/ticket in ServiceDesk Plus. When the user/requester logs in to our third-party student/faculty portal, they will have a section titled "Open Tickets". This is where I want to display only the ServiceDesk tickets associated with
some files missing after update
Hi after I updated my software to 9103, I got error on some links, like: incident-additional fields, extra actions, request custom menu here's what is shown (for incident-additional fields) :
Query for Requests including notes for a few specified departments
Hi Im looking to manipulate the below query to allow us to run a report that will show tickets w/ notes belonging to technicians of specified groups. SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',ti.FIRST_NAME 'Technician',qd.QUEUENAME 'Group',rtdef.NAME 'Request Type',std.STATUSNAME 'Request Status',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',ns.notestext'Notes',DATE_FORMAT(FROM_UNIXTIME(ns.NOTESDATE/1000),'%d-%m-%Y %k:%i') 'Last
Report on requests from last month by Priority in procent
How can I create a report from all requests created last month and see percentage closed within priorities SLA's divided in day, week and month?
Error on business rules
I wanted to consult you can no longer work due to no rule of business, everywhere is configured as follows.
Blank page on startup [RESOLVED]
When I start my service desk up the page is blank I can not enter logon info. ===================================Start Up Log File====================================== C:\Users\cogenyk\Desktop>set wdir=C:\Users\cogenyk\Desktop C:\Users\cogenyk\Desktop>set PRO_HOME=C:\SDP\ServiceDesk C:\Users\cogenyk\Desktop>cd /D C:\SDP\ServiceDesk\bin C:\SDP\ServiceDesk\bin>SDPLaunch.exe -launchapp C:\SDP\ServiceDesk\bin>set ERRCODE=0 C:\SDP\ServiceDesk\bin>echo 0 0 C:\SDP\ServiceDesk\bin>cd /D C:\Users\cogenyk\Desktop
Removing Resolution from Technicians Template
When opening a request, the resolution option is there. Even when we do not put anything on the window and submit the ticket, the request shows that a resolution has been entered, even if we do not write anything. Is there a way to remove that option from the default template? I've been looking but can not find anything. Thanks,
Server does not start after upgrade
I am upgrading from build 9048 with mssql to 9100. After I apply the update, it says it installed successfully, but when I go to start the server, it does not start. Right before the update finishes, I receive an error stating, "Exception occured while extracting EEAR file : server/default/deploy/fosagent.war." Please advise me on what to do. Thank you, Jason
When to create a Service request from an incident
If an incident comes in from the end user that their phone has a broken screen. Do we, A) convert the incident to a Service request and order a new phone, or B) create a service request from the incident and close out the incident? Suggestions?
Service Accounts
Hi! Do you know where I can find all of the Service Accounts in the SDP application? Thanks, Jay
Request Tab Columns
Is there a way to get one of the Additional Fields from a Service Request template to display in the column list selection on the Request Tab? Right now I can only select additional fields that are on Incident templates. Thanks!
CustomViewException when processing cvrequest - error
Hi, when we want to see associated incidents in asset we have an error [ServletException in:/asset/wsRequestDetails.jsp] CustomViewException when processing cvrequest '
Change Line Manager gets not authorized error
Hello, I am using 9.0 Build 9023. I assigned a technician as a Line Manager in a Change Request. The line manager gets the email "Change ID has been assigned to you as Line Manager". When I click on the link in the email, I get "You are not authorized to view change module and details" Am I missing a step? Thanks, James.
Can content variables for Automated email message be modified?
We have some additional custom lines added to certain ticket type with our Service Catalog. These lines would be helpful to return in the automated email, to the requestor, when a ticket is closed. In the Notification Rules, Customize Template screen, is there a way that we can get these additional fields/lines to be available in the content variables scroll box? Or can they be referenced and included by adding the appropriate '$variable' to the content message? An even better solution would
Convert Incident to Service Request
Hi, We have many users who select to open a new request and then click on the ‘New Issue’ button. As a result we have tons of incidents which should be Service Requests. Hardly any users know the true difference between a Service Request / Incident and neither do they really care. Not only this but the interface is confusing for ALL of our users. They shouldn’t have to watch a video to know how to user a Service Desk to raise a request! In my opinion the interface is very confusing for all
SDP Version 9.0 B.9039 - Change Module - Is there a way to find out when and who deleted a task from a Change Request?
Hello Everyone, We are using SDP Version 9.0 B.9039 I have a question I wanted to pose to the forum in regards to the Change Module, Is there a way to find out when and who deleted a task from a Change Request? The System Log View does not show anything. The History View option in the Change ID does not list it. Thank you all in advance for your help. Kind Regards, Robert A.
Database operations - assign computer to user
Hi, In our enterprise, computer is assigned to user who in event of any damage is responsible for it. the computer is leased to user based on paper agreement, signed agreement is scanned and attached to asset in service desk. what i would like to do: 1. assign assets to user via database. 2. attach scanned agreement to asset via database. Our support said that "database operations are not supported", in case of assets assign, they gave as 2 tables ResourceAssociation and ResourceAssociationHistory,
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