Requesters sees a diferent fields order made on Incident Template
Hello all, Im facing a problem and I would like to anyone may help me... I have created many templates and ordered the fields grupping them by meaning... BUT all requesters sees a different field orders. As the example attached, field "Telefono" was build in Templates to be under Requester Details, and when we login with a Request user, we see the field "Telefono" under the Incident Description... Has anyone faced this problem already? Anyone knows how to solve? Thanks in advance, Camila F.
Add cost to asset's cost from add work log in requests
Hi Dears is there any way to add automatically cost of technicians works on the asset from the work log of the request to asset cost? I want to add total charge of request on repair of the asset on the cost of the asset. how i can do it? Best Regards
Error on site
Hello, I found error in page http://beta.servicedeskplus.com/html/adminguide/api/request-operations.html#Requests On Page <operation name="GET_REQUEST"> must <operation name="GET_REQUESTS">
Resource Info
I wanna customize resource info.For example; I have dropdownlist and textbox. I wanna this if first option selected textbox has to visible else textbox has to invisible
Upgrading Problem
Hi; My version 9.0. build 9048 and i'm trying upgrade to v.9.1.I downloaded this option( https://www.manageengine.com/products/service-desk/service-packs.html ). But i saw " patch can be applied only over 9100 build. incompatible service pack ". What should i do?
Why we are currently not upgrading to the PRO version of ServiceDesk Plus
Hi guys, Thought I'd share some feedback as to why we are looking at putting in Spiceworks for Asset Management rather than upgrading to ManageEngine Professional. Basically it comes down to administrative overhead associated with your price structure. For example, lets say we currently have 500 nodes on our network and we purchase a 500 node license, by nodes I mean servers, switches/routers/etc, workstations, laptops, VoIP phones (??), and printer/scanners. Under the current licensing this would
ServiceDesk App
Morning All. I'm having a little trouble logging in to the ServiceDesk app on an iPhone? All I keep getting is the Request has timed out when it comes to me logging in. Just wondering if anyone else has had this problem, and if so, how did you overcome it? Also has anyone had any success in using the app at all? Reading the reviews on the app store, it's all a bit hit and miss by the looks of it.
Sending SMTP problems
Hello all We have moved to google apps and we receive email perfectly fine, but when we try and send email we just get an error, failed to send. We change the port to 587 and also use authentication, but we just get the error on sending any email. Any ideas?
Put Request on hold status via email
Hi All. I have a problem. I can not change status request vie email command to status on hold. Status Closed, Open etc. work fine, but when send mail like this @@OPERATION=EditRequest@@ @@RequestId=5@@ @@RESOLUTION = Test res@@ @@STATUS = On hold@@ SDP 9.1 Build 9100 create new request insted update Request number 5.
Sample Costume Menu
Hi, I am intrigue by this functionality costum menu. I want to learn how it works and can you please give me a sample of working costume menu. and what type of additional menu I can add.
ServiceDesk Plus 9042 Released
Dear Users, ServiceDesk Plus 9042 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9042 SD-56514,SD-57537 : Approvers configured in the service templates are removed automatically. SD-58426 : Able to configure a service request approval stages in a template without any approver. SD-58425 : Clear button not working properly in the stage approval addition popup of the
Capturing information from Service Request to task and Changing SLA via Business Rule
Hi, I would like to ask two following questions: 1. how to capture the content on Service Request description and transferred it to the task description attached to it. What I need from here is to get the information entered on the description to be immediately transferred to the task, so that the technicians can see it immediately via notifications on email once it's created. 2. how to change the SLA of Service Request by using business rules. Basically I want our VIP users to have immediate high
Incident escalation
Is there a way for an ServiceDesk operator to escalate a call manually. e.g. if a 1st level support operator cannot resolve a problem then can escalate the call to the 2nd level support group.
Lucene search
Are following limitations configurable? We absolutely need more than 500 or 2500 hits, or at least the most recent hits and not the oldest. This is an extract from the Adminguide SD+ Points to Remember: 1. Special characters cannot be searched 2. Request(s) whose description exceeds/or is equal to 64k cannot be searched 3. Search performed by Technicians with SDAdmin role will fetch 500 results 4. Search performed by Technicians with roles other than SDAdmin role will fetch 2500 results Best
Buid 9101 Pack
I'm trying to package apply however I am getting these Message: They could help me ?
Retrieving project and task information
I need to retrieve projects, their tasks and task due and completion dates. The REST API seems to cover only Requests. Is there a way to retrieve this project and task information?
User not Showing in Department
A user has recently changed department, when I have changed their department in the service desk their tickets are not visible for the rest of the department. I have ensured that both the department and site are correct and match users in the same department.
Requests duplication in 9101
After update to version 9101 we got requests duplication if it created in WinXP + IE8. :( Any request is inserted in table twice, with different id's. In Win7+IE and WinXP+FF all OK. Can anybody help ?
seeing this message in error log
Hi, when i run this query i see a lot of this in the log. SELECT * FROM errorlog WHERE Type='Error' Violation of PRIMARY KEY constraint 'Arc_ChargesTable_PK'. Cannot insert duplicate key in object 'dbo.Arc_ChargesTable'. and also this message Though the email parser is enabled and email subject contains parser string, login is not enabled for the email requester Please advise Kind regards Tim Verduyn
ChangeDBserver not working
I have the following issue. We would like to migrate our current SD+ server (with MySQL) to a new Windows Server 2012 R2 with MS SQL Server 2012. We have installed and configured the Windows 2012 server, installed SD+ on it working via MySQL. After that I tried to setup the MSSQL database via changedbserver.bat Connection to SQL server established but when I click on SAVE nothing happens.... Any idea?
Need SQL Query Report
Hi Dears In SQL I need a report from Archive request and usual request together that is between 21.03.2014 and 21.03.2015 and need to filter with some groups of my technicians and subcategory and need these fields : requester subject request id time spent category subcategory group department created time resolved time status how i can do this filters for the query? Thanx
Delay sending notice of the appointment specialist of request
When assigning specialist of request, formation and sending notice of the appointment is delayed up to one hour. Requests less than 10, registered specialists - 20 people. The rest of the notification, such as the closure of the request, deliverability quickly. We are using our own specialist roles. The cause and solution to the problem? Sincerely. Igor Stepanenko.
How do I delete a software manufacturer
I am trying to clean up our database a little and we have some software that is no longer in use. I can see how to create a software manufacturer, but not how to delete one. It is not the same database as the vendor list under assets. Thank you
Solution editor formatting does not remain once solution is published
I try to spend a lot of time making solutions very easily digestible for end users, and include screenshots whenever possible. Since the editor was upgraded a few builds back (currently on 9100), I've noticed that the formatting is ignored when it's displayed in it's "published" form. Consider the following: In the Editor: Once published: Also I've noticed that we used to be able to resize screenshots that had been pasted inline where that cannot be done anymore. These are HUGE steps backward
Error when processing mail stopped mail fetching
Hi Folks, Manage Engine build is #9045 We experiencing a problem today when an email was being pulled in by manage engine servicedesk plus it had an error while processing mail, this caused the whole mail_fetching service to stop. Firstly can I get someone to check how this would have happened and secondly is there a way to set up automatic emails when this happens to it can be manually restarted immediately Thanks, Cahal
Removal of the technical specialist
I have a problem. Our technical specialist is fired, so we blocked him in AD and removed from GIU in Servicedesk. He is not presented in the list of the specialists in servicedesk too, but tasks still assign to him. Where is the location or file, from whitch i should delete him? Thanks for the quick answer.
Business Rule Criteria
How can I trigger a business rule only if Technician is Unassigned?
Difference between SDUser and aaauser tables
Hi, I am new to Service Desk Plus. I want to difference between SDUser and AAAUser table. Thank You, Manoj
Unable to login or reset admininistrator password in SD+
Ran the following query for MSSQL per instructions: update AaaPassword set PASSWORD = '2+uYvE3SLfO3XaHl+CaGLA==' , SALT = '1103287238602' where PASSWORD_ID = ( select AaaPassword . PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword . password_id = AaaAccPassword . password_id LEFT join AaaAccount on AaaAccPassword . account_id = AaaAccount . account_id LEFT join AaaLogin on AaaAccount . login_id = AaaLogin . login_id where name = 'administrator' ) Received the following error: Msg
Cannot login to service desk plus
I recently changed the Domain controller to a new server with new server name after which I cannot log in to service desk plus with domain credentials...please assist
First Response - Service Requests
Hello, I've just noticed that we can't mark a first response time for any service requests logged using a service request template. No problem marking first response on incidents, but we do also need to measure response time for service requests. Am I missing something? Or, is this a bug/feature? Regards, Frank
Scheduled Activities Not Working
Hi - I've raised this problem via the SDP support portal but they've been unable to fix so I thought I'd try the wider community. I have been testing an upgrade to SDP but have come across a couple of problems: 1. The scheduled activities have stopped working so, for example, backups don't run, preventative maintenance tasks don't run, search indexes don't update. I can see when looking at the Support tab > ServiceDesk Application Status Check > Scheduled Activities that the activities are enabled
ITIL - 2 Stage Closure process and managing users replies to Resolved Requests
Hi, We have setup SD+ with a "Resolved" status in the system (configured as a Completed status event). Out technicians are only able to Resolve a call, we then use the auto close feature after 7 days of resolution. The problem we have is that users often reply to our Resolution email with "Thanks".... when this conversation is added to the call via email the call gets re-opened. We have set the option "When the requester replies through email/portal to the closed requests. Perform the following:"
Default CI-Type of Workstations through PO's
Dear SDP Team, When we do 'receive items' in a PO for workstations, the workstations appear within our inventory, but they all get the CI-Type of "Unix workstation" by default. Ideally, the PO asks for the correct sub-CI-Type or reverts default to just "Workstation". Is there a way to change this default behaviour. I'm on build 9100, Enterprise. With regards, Sven
Common Additional Fields change to Requester Additional Fields
Dear all, When I planned my installation, three months ago I defined 3 "Common Additional Fields". I didnt notice that I'm not able to include this fields when reporting... Is there any way to copy it from "Common Additional Fields" to "Requester Additional Fields"... maybe I can do this directly into database. SDP-Enterprise 9.100 - MSSQL Thanks for your advise. Regards, Gustavo Huerta
Can't open https site with Firefox 39
Hi there, With the new Firefox 39, I can't open https site of Servicedesk Plus and OpManager. Please see http://eltonoverip.com/blog/2015/07/firefox-39-0-ssl-error-weak-ephemeral-diffie-hellman-key/ Is there a plan to upgrade the website security on the next service pack?
Change maximum size of attachments
Is it possible to change the maximum size of an attachment? If so, how do I go about it? I need to reduce the current maximum size (10MB) down to 1MB (or smaller)
Report question
Hello, I am trying to print a report that shows a certain Category "Facilities", and all Open tickets. The current stock reports don't seem to have this. Can someone help me with this? thanks, Scott
SD+ Report: Average time until resolution
Hi, I would need a report in SD+ running on MS SQL Express for showing the average time elapsed within business hours between ticket creation and its resolution grouped by created year, created month, region, site, ticket type and priority. Would you be able to make that be possible, please? Thanks a lot Matthias Lorenzen VELUX A/S
Email ID to Notify as CC
I noticed that when using the Notification: "Acknowledge Cc users by e-mail when a new request is created" that when triggered off of the "Email Id's to Notify" the Cc Id (not the requester) receives the notification with their email listed in the To: email field, not the Cc field. More importantly, even if they're listed in the To: field they do not have a Cc field completed with the other emails that were also notified - including the Requester. This leaves the secondary user without any context
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