Business rule to reply to requester
My Help Desk is having a problem with after-hour support. We have on-call for phones, but not emails to the Help Desk. I am trying to set up a customized reply email to the users if they email the Help Desk outside of normal business hours. I am very close to this through the business rules, however the email templates only can go to the technician, not the user. We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
can't scan ESXi 5.5 host
Hi there, SDP Version: 8.2.0 Build 8215 As the subject says. I've confirmed that the ESXi server can be accessed via SSH (port 22). It's also accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created 2 credentials, same username/password but different protocol: Telnet/SSH VMware Upon scanning the server via Workstation Scan, the following error shows up when using both credential were used (device type set as VMware and then Linux, Mac,
Can't delete sites, greyed out. Removed from all possible modules
I've removed it from everywhere mentioned on the forums but I can't get rid of 3 of the sites that were imported via CSV. I went through each of the following as was mentioned in another thread -- Site is associated to different modules like Assets,requests,technician,requester,templates,PM tasks and Support groups etc. When trying to delete the Site you will asked to move these set to a different site. However the Requests and tasks which was already created in the Site will still be referring to
Scheduled import?
Is there any way to schedule import of users in SDP? I have a script which exports account from AD and "patches" some fields for my own needs. I do not want manually import (with setting all the mappings) requesters from "patched" .csv after registering every new user account and running my script.I need SDP to lookup in specified folder once a day and import .csv from here. All the columns in my csv are named according filed names in "Customize mappings" interface.
Customize description box in incident request
Dear Forum, Is there a way to customize the description box in the incident forums. For example adding checklists or drop-down lists to ease the description of tickets. any ideas would be greatly appreciated.
ServiceDesk Email Commands: setting a date/time request field
Hi im trying to set custom fields as i open ticket via Email Commands. It works but i don't know which format should i use for date/time fields. I tried both of these with no results: 29 Jan 2014, 16:29:00 Jan 29, 2014 12:53:21 PM What is the right format to be used? Thank you
Automatic calculated "Work Log"
Hi support, I just wondering, can work log automatically filled (in field "Time taken to Resolved")? Maybe calculated from start time (when assign to technician) until request is resolved. Thank you. Ali
Editing the Self Service Portal
Is there a way to have the self service portal land on the "Requests" page? There are actually a few changes I'd like to make but I'm not sure how to go about it. I'd like to do the following for the SSP: Remove the right side banner regarding how to use the portal Point the "Submit a Request" link on the Home tab to the Requests screen. I want my users to use the New Request button to submit a ticket rather than using the service categories Show a list of pending tickets on the home screen (is this
Same field name in Incident & Service Catalog when running reports
We're trying to run reports on "All Requests" which includes Incidents and Service Catalog items. Both templates have user-defined fields with identical names (i.e, planned completion date) but when we run reports, the fields are often empty when they clearly contain content within the request. Is it possible to have identical field names in both and still run reports?
No users Listed after a Restore
Hi, After doing a restore, using the initial backup created by SD+, i've lost the default administrator, the only one i had. I've run the query to identify the active users and none is listed, it's possible to create an user with a query? I'm using MSSQL with build 8216. Regards.
BackupData
Hi, I've been making some backups and today for the first time got some errors and backup was not successful, size of backup is 0Kb! Changes applied today before backup: - Mail server Config - Enable Fetching - Add some notification Rules - Created some requests to test notifications (Success) - Deleted all requests created for testing purposes After this i decided to do a full backup and got some errors: Command prompt output: C:\ManageEngine\ServiceDesk\bin>backUpData.bat
Configuring email tickets
HI, Besides configruing the email server settings in SDP do i need to any configuration with my Exchange 2003 server? It seems like SDP will not fetch emails. I want to implement a system where our users can submit an email and create a ticket to the helpdesk. I have set the SDP mail server settings to fetch email every 1 minute, and i can send emails fine, and reply to them too, but when i try to send email to helpdesk@domain.com SDP will not create a ticket.
Windows Agent Configuration - Linux Server
I have SDP running on a Ubuntu server. When I go to Windows Agent Configuration and attempt to configure the agent setting I get the following error. Failed to update agent settings. Any ideas on how to correct the issue?
Nested Resources in Service Catalog
A nice feature that would be beneficial in future releases is the ability to create nested resources in the form builder of Service Catalogs. For example, when a user submits a problem with Internet Explorer: They have the pull down for browser name. If they select IE, then the version pull-down appears, and they can only select existing IE versions. Or If they were ordering a new computer: They select Desktop or Laptop If they select laptop, the next field appears for them to select laptop accessories,
Request does not get reopened, when requester reply to request from within application.
Hi We are running Servicedesk plus : 8.2 (8214) We have a problem, that when a request is closed, and a requester is is replying to the request from within the servicedesk application, the request will not get reopened. The request will be reopened if requester is replying to the e-mail he has received from the system. ex. User get notification about his request is closed, user clicks the (To see your request click here =>) link. From within application the user clicks "reply" and adds conversation
Requests layout
Hi, Currently evaluating the software to ensure it can do what we need it to do, so far so good. One niggle i would like a solution for is the display of the requests section. Can this be seperated into a folder like structure with this groups? So for example having a France group folder, all tickets to that support group go in there, i have attached an image of what we currently use on our helpdesk system (which we are looking to mofve away from, hence me trying your product). We would like it to
Hijacked / Incorrect links on tickets
Hello, I've noticed this morning that a ticket has come in which has an email forwarded from someone who's email signature has an image with a link assigned to it which goes to their company's homepage. It seem that that link has now taken over all the other links on the site so if I go to click on Home, Requests, Problems, etc instead of going to the address of our server it's pointing to the address from the image in the email that the ticket was created from. The attached screengrab should highlight
Report to Show Open Tickets With Latest Updates
Hi Everyone, I have a requirement for a report that would show me all calls at a status of OPEN or ON-HOLD, together with the date of the last Technician update and what that update was. I need to use this to ensure technicians are interacting with our customers as this is one of our KPI's that over the lifetime of an open incident the analyst must communicate x times in y days. Does anyone have such a report ? Thanks Ian
Report for requests by "modified by"
I would like to create a report to show which technicians are modifying tickets. Where can I find the value for "modified by" in the database? This could be different than the assigned technician value, as in some cases a tech will update someone else's assigned request. Thanks
ServiceDesk won't start on CentOS 6 x86-64 Install
I just ran the installer on a CentOS 6.4 x86-64 bit system. I download the 64-bit .bin installer. When I go to the install directory and then to bin and run the run.sh script, I get the following at the end of the output: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details The only log file with content is logs/unpackout.txt which has: # cat
Issue with the description field
Writing this post to know if someone has already faced this issue before and if we can get some help to fix it: Some customers reported us that the description field is not visible (requester view) for one incident templates we've created. After checking, the field is setup as mandatory and should be visible by the requester. We've contacted the support and tried to fix the problem by simply save again the incident template. It seemed to worked but actually the problem now appears on an different
Approval by email
Hi, Is it possible to update the approval status based on email reply. Regards,
Sort Support Groups
Hi, After we add an additional groups, its appears as an unsorted in the group field of the Request Template, if there is anyway to sort the list Support Groups?
Double Login
Greetings All, So, I've deployed the latest version of ServiceDesk in our organization. Unfortunately, there is an annoying issue that has persisted even after upgrading to the newest version. This issue is that when you access the Help Desk page (say, helpdesk.organization.com), you get a username / password pop-up box. So, you put in your domain credentials (ServiceDesk is configured to sync with Active Directory) and the password box goes away and drops you off at the "Login to ServiceDesk"
Browser logon
Hi all we are running Servicedesk Plus 8.2.0 And Im allways wondreing why we see an logon popup before the real logon from servicedesk is appearing. This first logon popup we only need to cancel and type in the logon data in the next service desk logon. Any idea how we can disable this first logon windows. It seems it comming from the webserver servicedesk is using. Thanks all
Quick Actions
Hello, After Upgrating Service Desk Plus 8217 in tab Quick Actions the screen is cut,These happens only in IE8, in other browser is ok.But my company uses mostly IE8 Can we fix it. P.S How can i remove Notifications bell Thnx for your help
SNMP scan failing
Have enabled printers with SNMP with read access with credentials. When we choose to scan asset it is failing - cannot connect to SNMP Agent or credential is not configured. It is inventoring but doesn't function to place in correct asset location as a printer for example. Have put in creditials and tried scanning and it still fails. What needs to be changed in order for this to accept the creditials. Is there a configuration in the printer settings that needs to be opened? Thanks, Gayla Alderette
Error while trying to instantiate SQLGeneratir... - BackupData
Hi, When i run BackupData.bat it gives me an error but it finish the backup, until now i haven't try to restore, so i don't know if it will. What error is this and why it happens? Can you Help? I'm on Enterprise version under evaluation period (waiting for the license). Info: Active DB Server = mssql Database connectionProp : null Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.SQLGener ator java.lang.InstantiationException: com.adventnet.db.adapter.SQLGenerator Database started
Double signature on reply template
Hi, after upgrading 8213 I entered in the "notification rules" - "email template for:" - "replyng to a request" the field $ EmailSignature and everything works correctly when I reply to an email that I get. But when I want to answer using a "reply template" I have the signature double. Thanks Daniel
Need to modify Query reports
Hi there, need some reports: 1. avg time to solve a request where tech group = "group 1 and group2" I've got this query, could you modify it? SELECT MAX(pd.PRIORITYNAME) "Priority", TO_CHAR(((AVG(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "AVG Time Elapsed", TO_CHAR(((SUM(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "Total Time Elapsed" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID
unable to view unassigned requests
Hi; We have a need to restrict access to certain requests (of sensitive nature). I have looked through the service desk feature list and apparently this is in the backlog. In the interests of trying to get this to work I switched on "All in group and assigned to him(requests only) in the Role configuration screen. This has the unfortunate side effect of not allowing technicians to see unassigned requests, even when they are allowed to see all groups (including the group I was trying to use to restrict
2 ticket from 1 service request or change request
In our work possible service requests for which should be made two parallel stages in different departments. Can request generate two requests by templates or create second request from first with another template? Just as tasks in request now, but the task not not suitable - do not approve, do not have attach and are not included in the reports. Another way - make the same request through change - change request template will generate the appropriate requests (2 or more) from templates.
Making ServiceDesk Plus Indexed by Search Engine Bots
How does one make ServiceDesk Plus get indexed by search engine bots? Most Wiki material on the web that is public is also available for search via a search engine that discovered and indexed it. I haven't found this to be the case with ServiceDesk. The URL https://domainHostName/sd/SolutionsHome.sd or something similar should provide a visiting search bot with information to link pages and resources of those pages so that users can easily discover pages created in ServiceDesk in the search engine's
Change CI details field
Hello, We want to add to Servicedesk CMDB link to a Web page in another system. How is it possible to change the field mapping CI details on another page? Or even be a hyperlink?
Asset Management
Have a question on how to handle repurposing of assets. We have a workstation in our assets that was named and shows in our asset list. We re-imaged and renamed device but it does not show up in the asset list after a scan. The old device is still listed. To keep assets consistant and up to date, I guess I was under the impression that during a scan it would clean up or change the device to the new information. So do we need to delete the old device in order for the scan to insert the new repurposed
Pending request
Hi. I need to have a report for each request pending time. How can i do it? It is very important. Best regards
Questions
Hi, I am trialling the software and so far so good, i have a couple of questions that i need to figure out if anybody can help? Can the software monitor more than 1 mailbox? We have a mailbox for each country we support (obviously we can set these to forward if it can only monitor 1 mailbox). What we need though is for the automatic replies (thanks for the request, your ticket number is ### etc) to go out in different languages. So for example, if somebody logs a request to the France mailbox, the
Best Practices for exposing SDP web site to the enterprise (Internally and Externally)
Is there any documentation or recommendations for Best Practices for exposing SDP web site to the enterprise (Internally and Externally)?
ServiceDesk Plus Integration with Asterisk
ServiceDesk Plus can be integrated with the Asterisk telephone plant?
j_security_check;jsessionid MAnageEngine error while login to servicedesk portal
Hi Team, We have ManageEngine servicedesk plus installed in our environment. We are facing the below error while login to servicedesk URL, http://xxx/j_security_check;jsessionid=DE2B2D8CD1126C1EA470B16640512F46 Please let me know if anyone have the solution for this ? Thanks, Amol
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