issue with e-mail to ticket conversion.
Hi folks, I´ve got an issue related with the e-mail ticket conversion, basically i´ve got the mailserver well configured with connectivity, but when i sent an e-mail to the servicedesk e-mail that message is not converted into a ticket. I´ll sent some pictures of the config so you can figure out what i can do to solve this issue. If i use the servicedesk portal to create tickets i´ve got no problems at all. Thanks, Paulo
insert "close" button into email to user
Hello can I insert "close" button into email to user? How i can do it?
Manually Create Requester Accounts for Active Directory Authentication?
Is it possible to manually create requestor accounts in SD+ so that users can log in using their Active Directory credentials? We originally did have SD+ setup to run the auto AD Import but now the company is on two separate domains with duplicate accounts on both domains. Because of the duplicate accounts on both domains we are no longer able to use the import function. When importing, the last domain listed would overwrite all the previously imported accounts. Since the domains are imported in
Redirect attachment folders
Is it possible to store attachments on a different server from the other helpdesk files? We are currently running out of space on the server that runs ServiceDesk and as a temporary fix we would like to move the storage of attachments to a different location. If so, how can it be done? Thank you, Andy Goodson
List Business Rules
Hi, Is there a way to list or query SDP Business Rules? We have Requests that are automatically assigned to a Technician (or actually the number id of former Technician) that doesn't exist anymore (was removed from Technicial list). This is most likely due to Business Rules that assignes Request to the ex-Technician but I can't find it. A list of some kind from Business Rules would help on this as we have several Sites. Regs. /lakend
Multiple Users/Requesters
Hi WE have an Issue with SD+ Build 8003 where by we have all our users imported Via AD and then i needed to import some new Assets i had in a CSV file and assign the assets to the users. when i did this it created a duplicate users and assigned the Asset to that new user. Is there a way to merge the users together so as we don't have the double up or would it be worth deleting all the "new users" and "new Assets" and then re importing the csv with a username field that matches the Users that are
Tech Availability Chart "Unavailable" color not showing.
Since upgrading to the most recent version (8.0.0 Build 8006) we can no longer see the pink-ish color for "Technician Unavailable" on the Tech Availability Chart. The leave times are still marked, but the color does not show up in the main view. Any suggestions?
Remote Control - problem in starting the meeting
I uninstalled the Zoho meeting software... now I am getting the error while taking any remote control Problem in starting the meeting How can I install Zoho meeting again. I uninstalled the agent and install it again ... still giving the same error
Add new assets to inventory upon Purchase Order completion (PO status - Received)
Hi, Right now in SDP when creating and finalizing a purchase order, the items of that order are not being added to the SDP inventory. Any ERP software would have this feature built in, so it would make sense if we had the same in SDP.
Change administrator login - Free Version
I am giving this program a trial run with the free version. I configured AD pass through authentication but I dont use the administrator account to login. How can I change the administrator account name so I am the administrator on my account. Everything I previously saw said to make another tech and login as that but since this is the free version I am limited to one tech.
subsriptions / number of technicians
Please,can someone can explain me how to calculate number of technicians needed for subscriptin? Thanx in advance
Update 8007 forward request has no content (BUG)
After updating to 8007 over the weekend we now face a problem where if you forward a request there is no content in the popup screen that should contain the request content. All it has is the following in the Subject "[Fwd: ##$RequestId## : $Title]" All other fields are blank. This is quite a signifigant problem that needs to be addressed urgently. Cheers Brett
Task Templates for Service Catalog
Hi, I was wondering, why Task Templates configured within SDP are only available for incidents / changes and not available in Service Catalog? Wouldn't that be more convenient to have them? Thank you!
Resources for Incident Templates
Hi, I've discovered that incident templates have no resource feature as in service catalog service templates. Is it possible to add this feature? Thanks!
Update to 8007 broke admin login
After update to Service Desk Plus version 8007 today, I am treated like a normal user at login instead of the admin I should be. I cannot see any of the advanced tabs at the top. It worked for a while after the update but eventually I could no longer login(still recognizes default domain though and bypasses the login screen).
I am unable to send completed and resolved notification
i have configured resolved and closed notifications to be sent out to requesters, but they do not send. All the other (new notification, etc) go fine Any ideas ?
Import Workstation Info from CSV with location field problem
Hi, My company has several sites and a large number of the users have assets in several sites. I need to keep track of the locations of these assets as well as who uses these assets. e.g. user 1 has a Workstation in Office A, Site 1 and Office A, Site 2 Since it is not possible for SD+ to have the user and assets in a different site, we have tried to use the location field. I imported all of our workstations info from a CSV file and it seemed to work OK Unfortunately, when we set an asset to in
Two Different Email Accounts for Ticket Generation
Hello, I will like to know is I can have two different email addresses that will be generating tickets for the ServiceDesk Plus application. I need a scenario that whenever a User sends an email address to emailaddress1@domain.com, a ticket is generated and it is assigned to a technician... and a response template is sent to the person. Can I have another emailaddress2@domain.com also receiving messages and at same time generating tickets and sending another response template? This will be useful
Detail of Relationships of Suministro with Printers
Hi. Reviewing the asset management workstations if you drive a good record of hardware, software, usuarios.etc But seeing the supply relationships with assets (printers) this relationship does not save the state only looks Supply is required to register with that printer was connected.
Update to 8007 system down
After updating from 8006 to 8007 our system is down. - We can not use the system - I can not restore the backup - When opening the http://localhost:8080 I get the message: The page can not be displayed.
New Test environment - Disabling reports, email fetching, etc.
We are in the process of building a test environment. To do this, we installed SDP on a new test server. We then dumped the production database from MS SQL to a backup file and used that to build a new database on a new MS SQL server. I then turned on the new test instance of SDP and discovered just how much of the configuration of SDP is stored in the Database. Right now the service is turned off. I'd like to turn it back on in order to allow me to do a test upgrade from 7.6.0 build 7610 to 8.0,
Alert Technician by Email when a request is assigned
Hi We are using the following notification rule "$RequestId $Title logged by $RequesterName has been assigned to you by $Technician" The problem is that the mail subject line reads that the ticket has been assigned to you by "Yourself". I.e. it picks up the $technician as the person you are assigning the ticket to instead of the person who is doing the assigning. I hope this makes send. Thanks Brent
Technician cost per hour
The cost per hour for all technicians keeps resetting back to 0. I've manually went in and editted 80 technicians to $65 per hour. Somehow the software keeps resetting the cost to 0? Also, it would be nice if I could have a global cost per technician instead of having to manually edit 80 seperate technician costs. Regards,
Email Fetch Problem
I am having an issue with mail fetching. (Build 8006) Quite plainly the server will not fetch mail even if I stop and start sending. The only way is to quit and restart SD. Last attempt to fetch mail does not have a time stamp. Attached is the support file from before a restart
Granular admin access
Hello, It would be really useful if we could assign technicians specific admin rights rather than giving them every thing. For example, it would be ideal if technicians could have the ability to add sub-categories and items without having access to the rest of the admin page.
Email domain change
Hello, Our organization has decided to change our domain name. Unfortunately, I added all of our requester email addresses manually because they're not defined in AD. All of our requesters have the same domain name. Is there a way I can go change all of the requesters email domain names at once or am I stuck going in to each requester's account and manually updating the domain? Thanks in advance!
request that was in status "some status" more than 30 mins
Hi. How can I make report that will show me all requests in this month that was in status "some status" more than 30 mins?
Notifications about approval action
Hello! After upgrading to 8006 we've got situation when approving person of the request perfoms some action (approves or denies) - then the e-mail notification is sent to approval starter. The problem is that approval starter gets not one but two e-mails. In conversation history (in request details) it shown as letter was sent to: "e-mail@domain.com,e-mail@domain.com". The name of the message template - "Notifying Approval Sender for Approval Action". Please help me to reduce the number of letters
SQL and Query Editor
I'm trying to create a report using the Query Editor on Service Desk Plus. I'm trying to simply run a report that lists the computers which have approved Antivirus software installed. (I associated several software packages with a new software category called "Antivirus", SoftwareCategoryID 301) Also, I would like to run a report that shows all scanned computers that do not have approved Antivirus software installed. On our SQL server I've built this query for the first part: SELECT [WORKSTATIONNAME],
Set Permissions for Problems and Changes
Hello, Please could we have the ability to set group permissions for problems and changes in the same way we can for requests? Our users should not be able to see all of the changes and problems - only those that apply to their group. Thanks
Incorrect Request URL when integrating ServiceDesk Plus with IBM WebSeal
My team is going to integrate our team portal, which deployed to IBM WebSphere, with ServiceDesk Plus. The integration is implemented by using IBM WebSeal ID to pass the required login information to ServiceDesk Plus so that ServiceDesk Plus appeared as a module (http://<DOMAIN>/servicedesk/) of our team portal in the URL. The login function works very well but we found some functions in ServiceDesk Plus cannot be used correctly. Having traced reason with some tools and we found the requested
Urgent: Requests made from Service Catalog doesnt use Request closing rules
Good day, we are on 8.0.0.3 and have pretty big problem - requests that are made from service catalog doesnt use Request closing rules, they are simply ignored. Is that a feature or a bug? Is there any way to prohibit it?
Upgraded to SDP 8.0.0.6 and now all requests via email are set to Mode: Postal Mail instead of E-Mail
Since upgrading from 7.6 to 8.0 all of my mail->incident requests are flagged as mode: Postal Mail... How do I get the system to correctly flag these as E-mail again? This worked properly in 7.6.11 so it has to be some artifact from the upgrade. Thanks
Hotfix 8007 Released !!
Dear Users, Kindly refer to the below announcement notification to know about the details of the latest hotfix release 8007. https://forums.manageengine.com/#Topic/49000004725000 Regards, Srikrishnan ServiceDesk Plus.
Tickets Status
One time a ticket is closed, i want to know at what time the ticket stay in all status ( in progress, pending , resolved and closes ). Now I only know the time that the ticket was created or closed. Thanks is advance. Alex.
Query assistance needed
I have developed two separate queries. Quert I provides an open status listing for a particular technician: SELECT ti.FIRST_NAME 'Technician', DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME /1000) ,'%d-%m-%Y %k:%i') "Created Time", aau.FIRST_NAME 'Requester',wo.WORKORDERID 'Request ID',wo.TITLE 'Subject', std.STATUSNAME 'Request Status' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Reports Needed
Dear any one can help me to get this report in IT service desk SNo Reports Description Parameters Duration 1 Merged Requests Report. All the one or more closed requests which were merged. Technician Monthly 2 Unassigned Technician Report. All the closed requests which has technician as unassigned Request Status Yearly 3 Self Assigned Closed Request Report. Report where requestor and Technician is same Technician, Requestor Yearly 4 Fast Resolved Request Report. Requests that were closed
Query Report to get Changes associated to request
Hi, We are using MSSQL and the build is 7611. We need a report which shows the change request associated to the request. Regards, Kriss
Unable to add Software Licenses in ServiceDesk+
Hi. We're using ServiceDesk+ 7.6.0 build 7611. I'm trying to add a new software license in the Assets section but when adding the product name I get this error: FAILURE :null Please report the problem to the system administrator, with the Error Code - 1,293,716,205,584 Then when I try to add the details it just doesn't do anything. Has anyone else experienced this, or know what the error code means? Thanks, Dave Screenshot of error:
CSV and Excel reports output
Hi There, I'm trying to do some advanced reporting in SD+ and I'm running into a few issues with the CSV and Excel reports. These options are obviously added for those of us who want to manipulate the data further. What happens when you export to Excel or CSV is that a lot of clutter is added. It would be nice to end up with just the RAW data an the appropriate columns, but not anything else, such as the COUNT or SUM fields, because that's exactly what the other tools are for... I end up having to
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