User Reply to a merged ticket opens a new ticket
Hi When two requests are merged, the newer request is deleted after being merged. Currently, if the user replies to an email from the newer request (the acknowledgement email, for example) it opens a new ticket. For example: Bob submits the initial request (##100##). He forgets he has sent this and two days later sends the same request again (##101##). Support staff merge the tickets. Bob's wife remembers something and replies to the acknowledgement of ##101#. A new request, ##102##, is created;
Everytime I restart my server are installed SDP. It cannot working when startup.
Dear SDP team I have problem with my SDP build 9008. Everytime I restart SDP it cannot startup automatically. I usually use start by Manual. First I must start startsdp.bat and very long time to startup until I start run.bat it working. I usually used startsdp.bat and run.bat together it will working. In services.exe managengine.exe is start. I don't know about service of SDP is other than. Could you have solution about this problem? Now I use this workaround. Thank you.
Build Change Request Template Without Stage and Status fields
Is there a way to build a change request template without the stage and status fields? And if there's not a way to do this is there a way to change these two fields so that the only option there is for them is Submission and Requested? There's really no need to have the other stages or the status for those stages present when creating a change request tickect.
Hide Technicians from List
I would like the ability to hide technicians from general view for the following reasons: We use ServiceDesk plus for our customer support team, however a number of IT staff has access to do administrative tasks and management, but should never be assigned tickets. When their names appear in the list of technicians they accidentally get assigned tickets anyways by mistake. We have setup a number of "zz_Whoever" accounts as "technicians" without login ability simply so we can have business rules send
Upgrade failed during process
Dear Support, I have an issue about upgrade. I try to upgrade version from 9007 direct to 9014. But always failed during process. For detail, please see picture. Thank you.
Reports on Solutions documents
I was thinking it would be good to have a few reports on Solutions: Solutions with most hits per week New Solutions since.. Aging report on Solutions - requires when creating a solution the option of having a document life option, then you can run a report that shows solutions that are approaching end of life and need review. Solutions need to be made inactive when they go out of date,and there should be a way to do this.
questions list for User Survey
Hi all! %username%, what is your questions/answers list for User Survey? Anybody can share example your survey? http://odarchuk.com
Change Module: Emergency / Retrospective check boxes
I noticed these check boxes coming up when drafting a new change (build 9.009). How do I configure them? Can I add additional options at that level to supplement this default list?
attachment at the closing
Hello, in some cases, we need to attach a file when closing. In the field of solution, there is the option of attachment. It would be possible to implement?
Block BCC Emails
Does anyone know how to block emails being sent to BCC that include the Servicedesk address using the Spam Filter?
Update Request status on REST API
Hello There, Is there someone to help me to change the status of a request with REST API ? I successfully use GET_REQUEST (but with an http GET and never with a http POST). when I do this with a POST http request: OPERATION_NAME:EDIT_REQUEST TECHNICIAN_KEY:<same as for GET_REQUEST> INPUT_DATA: <Operation> <Details> <status>Open</status> </Details> </Operation> I have this answer: <operation name="POST"><result><status>Failed</status><message>Technician key in the request is invalid. Unable to authenticate.</message></result></operation>
Business rules problem
I've got a problem with business rules. SDP - Departments - Default settings I've got only 48 departments, and they are free (don't have any connection\relationship) If I chose Helpdesk - Departments for - Dep 1 It will show Dep 1 with all connections\relationships So, the problem is, after sync with AD, I've got 61 Sites and only 48 departments (in default settings) that's why I can't make a business rule that will apply in all sites or departments that in the system, because in BR we've got only
Create rule for notification, when new request created.
Need rule for notification, when new request is created. How can i do this?
Requester Details
Under Service Catalog, when setting up a Request form template is there a way that we can make the other fields within that section mandatory?
Service Desk Server not Starting
I am running SDP on my Laptop win 7pro 64bit. I have trouble getting the server to start. When I restart or shutdown PC after SDP can't start, I must run file "changeWebServerPort.bat" and change Port. Does anyone know what I should do in this case?
Report showing percentage increase/decrease in request growth
Hello, I would like to know how I can create a report that shows yearly percentage increase/decrease of request, grouped under 'Category', 'Sub-category' or 'Item'? Any assistance would be greatly appreciated. Thanks in advance
Cannot restore data to pgsql
Dear Expert I am currently using MESDP 8.2 with pgsql on win XP. The problem is when I stop SDP the pgsql also stops so the restoredata.bat fails. It says: no server running. Then I try to start db using: "startdb.bat 65432" It says: server starting C:\ManageEngine\ServiceDeskPlus-MSP\bin>LOG: skipping missing configuration fil e "C:/ManageEngine/ServiceDeskPlus-MSP/bin/../pgsql/data/postgres_ext.conf" LOG: could not create file "postmaster.opts": Permission denied What should I do ? Your help
Upgrading from service desk 8.0.0 to 9
Is the upgrade easy and where do I find the upgrade instructions. I am using the professional version on a Windows 2008 r2 server running SQL 2008 r2.
Request put on hold not relecting in Due By Date
Hi, The recent addition of being about to use Request Status Scheduler to put Requests on hold and set them to release at a specific time is very handy. However our staff have noticed that when you use this mechanism, the Due By Date on Request View doesn't alter. It would be helpful if there was an option that say you put a Request to release in 3 days time as the user was on leave that the Due By Date automatically added this time in. I recognise you can hover your mouse over the timer icon and
categories based on Dept/Site/Group
Hi, Is there a way to have only selected category to display for a user while creating New Request.I dont want to show all our categories to the end users.I want to display only the associated site or department or group categories.
Change approval by requester
Hello. Is there a way a change requester can approve and move a change to the next stage? After the technician has sent the requirirements definition to the requester, I would like the requester to be able to aknowledge the correctness of the analisys so as to move the change to the implementation stage. It would sound a little bit like the current ability for a user to close a request that was put in resolved stage by the techinician., Thank you, Federico.
Attachments through API
Hi, One little question regarding attachments With the API you can easily upload and attach a file but now I am looking in the other direction that is to say get attachment when a conversation entry is more than 64K the API return a message saying "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html" First of all it is strange that the API return the status code 200 (SUCCESS) if the description or other values are not returned.
ServiceDesk Plus 9.0 Released
Dear Users, We are glad to announce the release of SDP 9.0. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note, that the upgrade to 9.0 can be done from build 8214. Customers in earlier builds can move to build 8217 by applying the service pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html We strongly recommend to try the upgrade in the test environment before applying it
Notification of resolution
After renew the license and upgrade the version to 9.10, the requester did not receive any email to notify on neither close or resolve of ticket. No problem on ticket be created and assigned to requester or technician. Working fine before renew / upgrade and manual email to requester is good as well. Thanks KC
Could you expand about survey Road Map ?
Dear ServiceDesk Plus team I have some question in Roadmap Could you expand this "SURVEY : Option to exclude satisfaction survey to be sent for certain set of users." What survey about this? I hope servicedesk plus develop Annual Satisfaction Survey, Could you have this plan in roadmap ? that mean I need send Satisfaction Survey for User or Group if I need. Thank you
Request Timespent Report Missing Work Logs from Tasks
When running the Request Timespent Report by Technician the data is missing all of the Work Log which had been added within a Task. I have one technician that has been creating tasks and then adds his Work Log within the Task, and while it does show on the ticket and even under the Work Log it does not appear in this report. It seems it only is picking up Work Log time that was directly added as work not those which had been added within a Task. Does anyone have a modified query for this report
Request by email not being assigned any site
Hi, I have setup my AD import to map the Site. That appears to work. My Default Request template has "Not associated to any site" When I email into ServiceDesk my request all have blank sites. How do I troubleshoot this?
ServiceDesk Service not starting
I have updated TimeZone using tzupdater. Now ManageEngine ServiceDesk service is not starting. I still can start SD using run.bat. But I need to autostart SD service. In wrapper.log i see an error STATUS | wrapper | 2014/06/26 15:59:06 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2014/06/26 15:59:06 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2014/06/26 15:59:06 | http://wrapper.tanukisoftware.com STATUS | wrapper
SLA Emails
Hi Sorry if this has been answered elsewhere. I am new to Service Desk Plus and looking at configuring in a similar fashion as to our current product. Is there a way to get ServiceDesk to email the technician when their Incidents and Requests are due to expire? I have seen the template email but it's not actually firing any emails off to the tech when they are expired or close to expiring. I get notifications when a request hasn't been picked up from group etc, so they are working fine Regards
Assets
Hi, I'm probably missing the absolute obvious here but we are currently using Servicedesk Plus standard edition and am trying to figure out how to add the "Asset" side of things. I can see on the online demo that assets can be a part of servicedesk but I'm trying to work out how much it would be and how it gets implemented but can't find anything out? Any info on this area would be great!
Cannot create backup from MESDP 8.2
Dear Expert When I run BackUpData.bat, I get no backup file and the following shows at commant prompt: java.lang.Exception: Unable to get the data from [ServiceReq_9] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1222) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1241) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:918) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:891)
Add new name in "Logged By"
Hi.. I want to add new name in "Logged By" field when created a new request. But can't find any settings for this. Appreciate if someone can help me. Tq
Auto mail
Hello I have for some days trying to make some settings so that when an incident arrive by email an auto response is generated by ME. although when a incident arrive by email the priority in "NONE" and I want the technician so change this accordingly to SLA, when this is done I want an email response saying "Hello your case have been prioritized to YYY" Is it anyway in ME to do this, the easy way to do to this whould be to look on the Priority attribute and to something like this If $Priority is-not
Set custom view as default for user groups
Hi, I've seen that when a user/requester logs for the first time in SDP and goes to the Requests module, the default view of the table includes de column OnBehalfOf, that's a field I'm not using and I'd like it not to appear anymore by default. That's why I ask: Is it possible to create any custom view an assign it to the requesters or group of users as default table view within the Request module? Thanks in advance. Regards.
location of technicians
looking for a way that a technician could update his/her location in regards to location/remote site, in such a way that it would be accessible by all techs.. and all technicians location would be accessible by either one person (or all persons) to see. example being.. ive completed issues at location "a", leaving for location "b". and a dispatcher would have the ability to see this info across the range of all technicians. is there such a way to accomplish this in service desk plus? ive looked throughout
change the email and task notifications emails to the same font in mass
is it possible to mass change the font on the email and task notification emails? or does this have to set individually for each task and each email? regards Marcia
Convert IT Asset to Non IT Asset
Hello, I hope someone can help. I have a number (approx 70) items which have been mistakenly imported into IT Assets under the Workstation category. Is it possible to convert these to a Non IT Asset? Many thanks in advance. Paul
Setting Request Created Date using REST API
I'm successfully using the REST API to create and edit service request, but am having trouble changing the Created Date either during request creation (ADD_REQUEST) or by editing an existing request (EDIT_REQUEST). I'm importing tickets from an old ticketing system, so it would be nice to have this date set correctly. I've tried these formats: <Operation> <Details> <parameter> <name>createdtime</name> <value>23 APR 2013, 01:00:00</value> </parameter> </Details> </Operation>
Marked Tasks not setting due date when triggered
It seems that when the option for "marking" a task was released that you could put an estimated effort in the task and a scheduled end date was set once it was triggered. In version 9012 that doesn't seem to be the case anymore, making it difficult for a tech to know when his or her task should be done. Is this a known issue?
Change Request Template Question
Hi there, I'm working on designing our change request templates, and was hoping to add specific fields within the actual change request for implementation steps and roll-back strategy. I see two potential ways of doing this, but can't seem to figure out how(if possible) to achieve this: 1. Add custom fields...but is there a way to make resize the input box? This isn't really a one-line question, either in input or view. 2. Repurpose the "description" box. The "Title" box really could be the description,
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