Infinite Ticket Loop from Email
Here's our situation. We've had an email address called "helpdesk@domain.com" that users can send e-mail to and open tickets. This works fine. This morning we had a user send a ticket to helpdesk@domain.com and that opened a ticket with our Helpdesk. However this ticket should have gone to our Unix team. What we did was changed the Group to Unix (unix@domain.com) and our technician worked the ticket. The problem happened when he hit "Reply" button and it populated the TO: field with the Requester
New incident drop down
Hi, SDP Standard v9007 Is there a way to sort New Incident drop down's items in the usual alphabetic order ? jfr
Unable to assotiate group to template
Good day! When i try to associate group written in russian to any template (incident or service) i get message "Template saved successfully" but after page refreshing i dont see any associated group. When group is written in english - all is ok. SD v.9004
ServiceDesk Plus upgrade from 8217 to 9.0 version FAILED
Dear everyone, There is an error when we upgrade SDP 8217 version to 9.0 version. We have a disturbance about rollback update process. Anyone have an idea? What is reason of this problem? Thanks & regards, Hien
Change Report with Associated Requests
I am trying to generate a report on Changes to capture the total amount of work done including work done on associated Requests as well. Testing out to see what work could be shown it does not appear that the report is pulling data from the work logs of associated Requests. Is there anyway to capture this? Build: 9007
How could I generate closure report based on resolved time rather than completed time?
Currently I'm taking the a custom closure report based on the completed time of tickets. I would like to take the same report based on the time when the status of the request changed to resolved from open. That is the resolved time. Any help would be greatly appreciated. Regards, Riyas
Licensing - Adobe Creative Cloud
What’s the best way of inputting Adobe Creative Cloud subscriptions into SDP? Each subscription allows a variety of Adobe products to be installed during the subscription period. Is it best to create ‘Adobe Creative Cloud’ as a software suite and then identify and add the Cloud-specific (CC) products to the suite? Also what ‘Licence Type’ and ‘Licence Option’ would apply in these circumstances, as there is no option for a subscription?
New Search results in SDP 9003+
Hi All, I noticed that we also experience the same behaviour with the Search feature in Service Desk Plus as mentioned here: https://forums.manageengine.com/topic/search-result-inaccurate What we see though, is the oldest 500 results. So if I was to search for say, 'backup', the most recent result I'd get is from a few months ago, and I would not see something that was logged say last week. I have yet to apply the 'update lucenesettings set value=1000 where category='Resultrowsize'; ' fix, but I
generate report with latest worklog
Hi supporter, I want to generate report from Servicedesk including worklogs, however with request have more than 1 worklog inputted I have duplicate request in the report, so I need to generate report with only latest worklog so that I can avoid duplicate of request in the report. thank you ! Tai
Signle Sign On
Hi there First at all: Single Sign On for AD Domain is working fine. Currently we have a second Domain (no forest and no trust) where users should be able to connect to ServiceDesk. We know that this is not able without trust or forest .... We were able to Import the users so they can type in their Details manually. Is there a way to SKIP the NTML-Request to avoid AD PW Window ? THX Stefan
Created an extra technician record, can I delete it?
We are starting to get our ServiceDesk going, and I think I made a mistake. We have it tied into AD and importing user records as Requesters, which all works fine. As a noob admin, I didn't see the proper way to create a new Technician record, which I now think is to take a Requester record and do "Change as Technician." Instead, I went straight to the Technicians list and "Created A New Technician." I gave him the same login name as the user I wanted to promote to Technician (let's say ASmith).
Closing Requests submitted by InfoPath Form (from Sharepoint site) to SDP
We have some InfoPath forms in our SharePoint site which, when submitted, are sent to SDP. SDP recognizes these forms as originating from sharepoint@domain.com. This email address doesn't exist (a default in our SharePoint set up I believe) and therefore I'm unable to close these requests. We have the 'notify requester when ticket is closed' option enabled as default and want this to remain so. Also, we do not want to create the 'sharepoint' email address. Therefore is it possible to turn
How Backup Tech Work
I am trying to understand how the backup tech works, and I have a couple of questions. 1. Does the backup tech get assigned when someone manually assigns a request to a tech who will not be available on the request's dueByDate, provided the bakcup tech is set for the day? Or is the request assigned to the backup tech only when the system assigns it automatically using some features like Business Rules, Technician Auto Assign? 2. When does the request assignment to the backup tech actually take place
Missing clients in Service Request forms for technicians
Hi. We have SD+ 8.2.17 and we have synchronized it with our AD. With my administrator credentials when I create a new service request, I can select the calling client, any calling client, from a list with all clients (users). Some of the technicials, who don't have administrator privileges on the system, can't see ALL the clients. They can see most of our clients, but can't see ALL of them, no matter HOW they search for them (name, login name, dept. etc.). When I study the parameters of a client
Problem with russian characters
Hello! I'm using ManageEngine ServiceDeskPlus 9.0.9006 with Postgresql. I have two problems with it: 1. Search requesters by name (Admin - Users - Requesters) don't work when i use russian characters. Example: "Иванов" - don't work, "Ivanov" - work. 2. Only english alphabet (Admin - Users - Requesters) in requesters filter. English names starts with A,B,C,D etc, russian names starts with А,Б,В,Г etc. I can't filter russian names with english alphabet, i need russian alphabet.
Determining # of node licenses needed and Desktop Central technician license
We are a new SDP client and we bought DesktopCentral with it. The nodes of SDP don't work together with the computers in DC quite the way we thought so we hit our node limit on the first scan. I am looking to buy more node licenses, but I'm not sure how many we need. SDP only shows the 2,000 we are licensed for and not a count of how many it detected. Is there a report or some way for me to know how many node licenses we are short? Also, we have noticed a SDP technician that we think was configured
Can we give only pick access to technician without giving assign access!!
Can we give only pick access to technician without giving assign access!!
Assign and pick-up
Hi support, I just wondering, any idea to separated between assign and pick-up ? Thank you. Regards, Ali
Assign Same ticket to Multiple technicians
I need to know if there is a way to assign a ticket that we get daily to a set of technicans without having to duplicate and assign it manually to every technican. I tried to use business rules but it would not let me assign it to more than one technican. Any ideas? Thanks, Chad Survis
Technician cannot login
Hi support, I have an issue about login. My technician cannot login into helpdesk system after change the password. You can see the issue on attachment. That I have done after issue appear is : 1. Already re-import requester from active directory 2. Change my technician to requester and re-import requester, and change as technician again. Can you help me please, because this issue is very annoying for our activity, and problem in our company cannot record as usual. Thank you, Regards, Ali
ServiceDesk Plus 9006 Released
Dear Users, SDP 9006 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9006 SDF-27287 : Scheduled user import from LDAP can be configured. This can be configured from the Admin -> Active Directory -> Schedule AD/LDAP import. NOTE : User import schedule will work based on Global config entry, with category='Scheduled_User_Import' and parameter='EnabledFor' and allowed paramvalues are BOTH (default), AD and
Report
You provided me with a solution to query my request: I am new to this and wondered, is there a report that I am to modify or build this from scratch? Thom Please use the below query. MSSQL Database SELECT TOP 10 max(aau.FIRST_NAME) "Requester" , COUNT(wo.WORKORDERID) "Request ID" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID WHERE (wo.ISPARENT='1') AND wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek> GROUP
ServiceDesk Plus 9008 Released
Dear Users, SDP 9008 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9008 SDF-56428 : New 'Self Service Portal" option to assign any completed status (like resolved, completed etc.,) as status representing task completion, instead of using the default closed status. SDF-56255, SDF-50464 : The time period of SLA Escalation Schedule is changed to 5 Minutes SDF-55946 : New Date format is added in Personalize
Report that will generate
Report that will generate a list of the top five requestors for the day, week or month. Can someone help me with either modifying an exciting report or provide directions of one they are currently using. Thanks
Unable to restore DB in build 8107
Hello, We are preparing to migrate our ServiceDesk from a Windows 2003 server to a Windows 2008 R2. We already installed the same version on the new server, 8.1.0 Build 8107 however the database restore is failing with the error below. We are using a full db backup file which includes attachments. After it came back to the \bin> prompt the application is unable to start basically forcing us to reinstall. Any help will be appreciated. Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Send emails to several contacts
Hi, Is it possible to sent emails to several contacts by choosing them from the list? Thanks. Lena
Response to "closed ticket" notification mail creates new ticket instead of re-opening it!
* a technician closes a ticket * the requester gets a notification mail "your ticket has been closed ... blablabla" the last sentence in this mail is someting like that (I don't know the exact english wording, because we have ServiceDesk in german): "Only reply to this mail, if you have further questions regarding this request. The state of this request will be changed to "open" again". * the requester replies to this mail with something like that "the solution is not perfect, but it works. please,
Purchase of Microsoft Office OEM & OPEN Licenses
Hi there, I need to order a number of licenses from the Purchase module however some are OEM and some are OPEN type licenses. When adding the line, it reads the name 'Microsoft Office Professional Plus 2013' which is what is needed when receiving the software, and it creating a license which we can then allocate to an installation of the mentioned software. The problem I'm now facing, is that when ordering OEM and OPEN, they are both different pricing. How will I work around this, when ordering them
Auto Assign technician still assigning tickets.
I am having a problem where I have a technician set to be on vacation and Auto Assign is still assigning tickets to them
Could not delete service fields in form designer (Service Catalog)
Hi! There is a limit, up to 24 text fields, that I can create inside one service category. What shall I do, if I exceeded this limit? How can I delete some fields, that I don't need?
Viewing all open requests
We have a manger who wants to view all requests in our Servicedesk system - we don't have an issue with this, but have hit a couple of stumbling blocks. Firstly, we have a 5 user licence and 5 technicians, so I can't make him a Technician. As a 'Requester' I've changed the 'Requester allowed to View' setting to "Show all their Site requests" - this gets me some of the way and allows him to see some, but not all, of the requests. The problem seems to be with the 'Site' setting. Some of the requests
Categories, Subcategories and Items -- anyone have a model set in production that you can share?
Hi, rather than build our categories, subcategories and items from scratch, I'm hoping someone has some they'd be willing to export and share. Ideally, the set of categories, subcategories and items matches a service catalog, but if not, that's okay. We still might be able to work with them. If so, I think there are queries on this forum that explain how to export a set of categories, subcategories and items. A resultant CSV file can then be created and imported into Service Desk. We are a full-service technology
How to close fields in request details?
Need to close following fields: 1. Mode 2. Level 3.Impact 4.Impact Details 5.Urgency 6.Service Category
Delete ALL assets
Hi all, We would like to delete out all of our assets and start fresh and it is taking a long time to do so on a page by page basis. Is there a way to delete all assets from service desk in one hit? Thank you.
When converting an incident to a service request, is it possible to force the imposition of a service template?
For instance, if a requestor had accidently selected the default incident to request an addition of a new email account, and the technician sorting the new tickets needed to convert the incident into a service request, is it possible to force the technician to use one of the existing service request templates? Running MESD 9007. Thanks!
Possible to view all Technicians in the scheduler calendar?
Is there a way to view a master calendar to show all of the technicians that are out of the office. Currently it seems you can only view each individual technicians calendar.
CCed user being automatically copied to all technician's replies.
Dear all, There seems to be a new messaging rule or bug in Manage Engine starting from 8217 or 9xxx. If the original service request was sent by Requestor A & CCed to B, all replies by the technician to the requestor will automatically include the original CCed party (B) by default. This can sometimes lead to some confusion or unwanted attention from the CCed party. Is there a way to disable this ? I am still on 9006 build as I don't see any changelog on this in #9007. Build : 9006 DB: MS SQL 2008
How to configure Change Management workflow in SD Tool?
Hi Team, I have to configure the "Change Management" in my SDP but I am not able to found the path to manage the "Change Workflow" option in my tool. So request you to please share the admin guide for the same. Thanks Satyam Kunal
I need to disable solution tab from requester screen.
Need to disable tab from requester screen. Is it possible?
unmanaged group
Hello, we have some sites and some tech support groups linked to sites. One group was suddenly "moved" into other site, and I cant do anything with it. When I trying to open it, i see error 500: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
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