Request is appended by reply
When a user replies to an open ticket an email gets sent to the assigned technician. The email however does not actually contain the reply text. I've looked at the content variables and don't see one to add that will add that info. $Description is already there and the Description from the original ticket is included. As such I have to assume that the reply text is not added to the $Description field. Is there any way to get the reply text added to the email?
Query postgresssql
Dear Support, We have migrated from MYSQL to postgresssql. We have a report that is not working anymore.. SELECT sdo.DESCRIPTION "Site",pd.PRIORITYNAME "Priority",std.STATUSNAME "Request Status",wos.ISOVERDUE "Overdue Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", wo.SITEID "siteid", qd.QUEUENAME "Group",ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
SD 9.0 License Details w/Custom Field
In previous versions of SD, before the downgrade license functionality was implemented, we created our own custom fields to be able to make notes about being downgraded or not. In SD9, now those user defined fields are not able to be added as a column for the license details. The information is there (thankfully) but we have to click into EVERY license to see that detail. Can this be fixed/added in a minor update...the ability to add USER DEFINED FIELDS as a column in the license details.
New query report on project module
Hi I want to extract all our open projects and I can achieve this through a basic edit of the SQL in the following post: https://forums.manageengine.com/topic/report-query-projects However, I would also like to retrieve the latest project comment and use this to build a weekly status report for active projects. Is this something that you could provide for mysql version of the DB? Many thanks Damien
Requesters Cannot Create Ticket
I have a few users that cannot create tickets in Service Desk. I have compared their accounts with others that are working, and they appear to be setup the same as others. They can start inputting a ticket, but once they click "Add Request", it shows them the next screen and where the ticket should be, it just shows an image of a red 'X'. They can, however, view tickets that have been submitted on their behalf. I have tried deleting their account in SD and importing them again, but it doesn't seem
Can Servicedesk be used for facilities maintenance?
So I got a question from our facilities guy. They literally are using a spreadsheet to track and manage facilities requests (paint my office, replace ballast in lights in office, rekey door in office, etc.) He looked at ServiceDesk and drooled over it and asked if it could work for his group since we already own it. I know there are some parts of ServiceDesk that are generic and would work for everyone (assigning workorders, tracking, etc.) but servicedesk seems pretty computer-oriented and it didn't
Update to ServiceDesk Plus Administration Documentation
The "Link Requests" page in the SDP Admin Guide references id numbers that do not exist in the screenshots.
Output reports to server location
Hi, Is it possible in Service Desk plus to schedule report output to a network folder / destination? Currently I can only schedule to email to an email account. Thanks, Ger.
Exporting Tickets with All Data and Attachements
Hi, Could you please advise me if it is possible to export all data with attachments from Service Desk Plus? Many Thanks, James
Report on Activity history
Hi, I'm trying to measure how many tickets have been udpated, worked on, actioned, transferred etc... over a specified period e.g, maybe a day or over a week etc.... The logical way seems to be to report on the activity history on a request as it stamps any activity including that of a techncian. Is there any SQL someone could help me with that would export all the activity history and list by the Request ID? e.g. I could export all requests for yesterday that had some activity on them.
Is it possible to automate a ServiceRequest
Hi. Is it possible to execute a Windows PowerShell script from a SD+ Service Request after that the request have been approved by the approver. This to automate the execution of the service request. As an example: 1. A user submits a SR in SD+ 2. The request is sent to an approver 3. The approver approves the SR 4. Then a powershell script is executed (for example to put a AD user in a AD group based on the fields filled in the SR form. best regards Markus
Guidance
Hi Support team, I have another two department looking to use the ServiceDesk plus. Currently IT use it, but our Web Team and Facilities Department want to use it as well. Can you tell us what is best options to get this to work if possible. I know I have asked before but if someone could help us on what to do that would be great. Regards, Keith.
Problem Updating to Version 9000
Hello, I tried to update ServiceDesk to version 9000 from version 8127. It was unsuccessful. Fortunately i have the backup created (MY SQL). In order to revert back to 8127 and restore the Backup, i need to install Version 8021 since on the installation process it still offering the option to use MY SQL. The problem is, i installed the Enterprise edition with 30 Days trial, instead of Standard Free Edition. Question are: - How to go back to free edition? - If i have to reinstall the ServiceDesk again
Release 9, search for requests
Now when I have upgraded to release 9 I can't use the search field in a way that I used to. A default search doesn't result in anything, it's all blank. I'm trying to search for keywords in an open or closed request, for example "word template" and I get nothing though I have an open request with the keywords in the request. I can use the solution search and notes search but I can't search in request texts.
Windows 8.1 problems SDP
Hi! It seems there are some Security problems with Windows 8.1 machines and SDP 1. Agents can't be updated (Error in communication) 2. Remote control with agent doesn't work. (Error in communication) Anybody tested this issues? DM
Different initial responses to different email domains
I am not sure if this feature is already included in the latest version of SDP? We want to be able to recognise an email from abc.co.uk domain and send a different initial response to that that we send to email from def.co.uk domain in the same way that we can with signatures on group mail settings. e.g. we have different response times to ABC company than we do for DEF company and the initial response email needs to state this. Can that be done please? Thanks in advance.
business rules not working after 9 upgrade
We have found that our existing business rules are no longer being applied to jobs any more after the upgrade to 9 It also changed our OR criteria to AND , and I thought that was causing the rules to not run , but after fixing the criteria , they are still not running
Missing remote control button
I have spend hours now trying to get the remote control button available, I have assigned the remotecontrol right to the accounts and i have verified that the "Enable Remote Control access for all workstations" is set to Yes, I got it to work yesterday but today the button is gone again :/ What is wrong?
Business Rules based on In-Coming Email TO: Field
I have to Aliases on our email account that we use for service desk one for email issues and one for memberservices. I am trying to create a ticket using the business rule depending on which email the request comes from. Should this be possible? What happens now is Ticket gets created but it doesn't get placed in any group. Thanks
Release 9, close changes
After I upgraded to release 9 my formerly "Completed" changes are now visible in my filter "My open Changes". Did I do something wrong when I went through the wizard because I want my old "Completed Changes" to be set to Closed. I think that this new workflow looks great and we will use it from now on, but I dont want to se my older closed (completed) changes in the "My open changes" view. How can I resolve this?
service Desk PLUS Error during startup, error during installation of PATCH
I have a windows 7 computer, I downloaded Service Desk PLUS. when i try to startup the server the loading stops after application layer started. i then tried to update to the next patch Migrate fromBuild 8200,...8211 to Build 8212 and i get the error: "latest built hence patch need not be applied" but i know i am on the basic built because i just downloaded this today. 2/23/14
Exporting a report, set the default file-name to be the report title?
I think it would be great if when exporting a report, the default file-name that the report wants to save itself as is the reports title? Currently when I run a report and then export the report to a PDF or XLS file the file-name seems to be random, in my case 1361974124819.PDF where it would be more useful to me to be something long the lines of the report title with maybe the date and time? i.e. SampleReport_27022013.PDF
Delete request from database
Hello, I have the following problem: because of a misconfiguration of the email server, i have an request that has thowsands of automated replies to it and the database has grown to tens of gigabytes. I tried do delete the request from the interface but the operation times out or the computer runs out of memory. Is there an SQL query that I can run to delete the request? Thank you.
Strange characters in email after version 9 upgrade.
Since we have upgraded to version 9 (build 9000) we have noticed that some of the emails contain strange characters, for example we get: Dear Myke Apples,\r\n\r\nThank you for your helpdesk request.\r\n\r\n Before we got: Dear Myke Apples, Thank you for your helpdesk request. Can you explain why these control characters are showing?
Report Software installed by workstation and filtered by site
Hi Please help me with the following tabular report: workstation, Os installed, software installed (microsoft office), type (managed), asset state (in use) Grouped by Workstation and filtered by Site Thanks in advance Regard
Acknowledge E-mail Cc users by e-mail when the request is closed - Not Working 8009
The above feature does not work. We have to manually add the address to E-Mail ID's to notify which I'm sure you can understand defeats the object of it. Nor is the resolved one. Any help please.
java.exe*32 using 100%CPU
I have ServiceDesk Plus installed on a Windows 2008 STD Sp1 server with a SQL Server 2008 R2 back end. the version on ServiceDesk is: 8.2.0 Build 8208. Now this server is a colne of production which will be used to test our upgrade process. Now when I start the ManageEngine ServiceDesk Plus service the java.exe*32 service take 100% cpu. The application runs for around 10 min then it stops. In production when the service ( ManageEngine ServiceDesk Plus ) starts the java service only uses around
Specialist's last name changing
Good day! A girl has a role of specialist in SD She married and changed her last name. We have changed her credentials in AD. Now in SD she has 2 user accounts - old, where she is a specialist and new, where she is a simple user. Why changes in ActiveDirectory did not apply in SD? SD build 8.217
service stopping after 10 sec
Hello I installed ServiceDesk Pro Trial. System running ESXi 5.0 Virtual machine ver.8. Installed Windows Server 2008 x64 Eng, MS SQL 2005 SP2 Eng x64. Installing the ServiceDesk x64 is successful. Test connect to database - OK. When the server starts - goes out the window with the status of work. At "Application Layer Started" stoping loading. Service "ManageEngine ServiceDesk Plus" not running. 10 seconds after manual start the service, it stoping. In system logs no errors. Attach log files located
Mobile App for BlackBerry 10
Hi, are there any plans for a release of an App (or even a port of the Android App) for BlackBerry 10? We would highly appreciate if you would consider to build an App for BlackBerry. With BlackBerry 10.2.1 you can install APK directly onto the BB device but you can't use it in the work space with BES enabled devices. regards Maik
Oracle Data base
Hi Dears Is there any possible to use of oracle db instead of mysql? Best Regards
How many requests were assigned by me
Hi, I work as a help desk agent and I want to know if is it possible to run a report to help me know how many requests I've assigned this year, Thanks.
ServiceDesk Plus 9001 Released
Dear Users, SDP 9001 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9001 SD-55699 : Actions menu not visible in request list view when the technician does not have request "Delete" permission. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Vasanth ServiceDesk Plus Team
DueBy Date
Hi I am using SD 8217 When picking up a request the service desk throws an error as follow: *** Technician assigned but is unavailable on this request DueBy Date ... Thnx
SDP not fetching the correct Display Name of the requester
Hi, We have deployed SDP 8.2.0 Build 8214. The Requests sent by users with an AD forest do not fetch the requester 's display name correctly. To illustrate: 1. We have many domains (abc.com , def.com, etc.) within our AD forest named xyz.corp 2. SDP fetches requester's display name correctly on a domain abc.com like "lastname, firstname" 3. SDP displays the requester 's name as requester@def.com instead of "lastname, firstname" In case of def.com domain SDP is populating the requests sent by the
Can i search for last logged in users
Last Logged In User : bertaa is there a possibility to search in assets for last logged in users. From the search menu ? Tried everything, but can't find it. Some users travel around at different computers and I want to see where they are logged in at when I have them standing near my desk. Users never know where they are sitting... And don't remember the asset tags.
Scheduling the AD user / Asset scan and inport at specific time of the day.
Hi there I have question that as current way to schedule "AD scan for users" for instance is only a single tick box and number of interval days. As I never know when it is actually scheduled. We would like to be run this in specific time of the day such as close to midnight. Is the any way to set the time of the day to be run those scheduled tasks?
Memory utilization in SDP 9
Hello, I performed the update to version 9 of the SDP. Now server memory is at 90% all the time. The java.exe process uses 3.5 GB for a server with 4GB Need urgent help. Thanks in advance. Newton nbrandao@ipt.br
List View customization
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization We have installed the latest servicepack (12) but we can't find this option? Should there be, or do we have to wait till next servicepack? We like to change the view in the request, and put a collum 'location' for example.... Thnx!
Time removal on some reports
Hello, Is there a way to remove just the time on some reports. For example, the contracts report. We don't care that the contract is expiring at 23:59:59. We know that it expires end of day so this is redundant. Can you please tell me how to fix this. We are running version 9 and MSSQL.
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