ManageEngine ServiceDesk Plus Hosted
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Has anyone used ManageEngine Plus' hosted option? I am trying to set it up right now and was able to import all of my tickets (minus attachments) from SW. The only problem is that when a new ticket unique to MEP comes in it uses ID 1 (or 2 or 3) as its ID and not ID 1508 like it should be. I've looked through the settings but there doesn't seem to be anything about this. In addition the only solution seems to be to configure SQL, which obviously I don't have access to.
Anyone else have this issue and was able to fix it?
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I must be missing something. Why "should" the ticket be 1508 and not 1?
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I did not import tickets, but since you have no raw DB access, you have no way to fix this.
I did test the hosted solution but we decided to go local.
On the local install, I wanted to set the ticket # to start at 500 just because I had some tickets i wanted to import. I checked their forum and found a refernce to set a value in some table to 500 and then the next ticket would be 501.
Did not work then suddenly 3 weeks later i went from ticket 103 to 501. No changes on my side, but something caused it to kick.
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As we at Quixotic are working on a helpdesk, I'm interested in this issue. You want to have selectable IDs? Is this so that the ID field will be able to reference an external system using a consistent ID?
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@QDesk said:
As we at Quixotic are working on a helpdesk, I'm interested in this issue. You want to have selectable IDs? Is this so that the ID field will be able to reference an external system using a consistent ID?
Any screenshots yet?
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Not yet, but getting closer. Will be a few weeks before there is any hope of screenshots.
The MVP is going to be pretty bare, but we hope that a few people find it useful. That's really our initial target, getting an MVP out the door.
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@scottalanmiller said:
I must be missing something. Why "should" the ticket be 1508 and not 1?
This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).
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@JaredBusch said:
I did not import tickets, but since you have no raw DB access, you have no way to fix this.
I did test the hosted solution but we decided to go local.
On the local install, I wanted to set the ticket # to start at 500 just because I had some tickets i wanted to import. I checked their forum and found a refernce to set a value in some table to 500 and then the next ticket would be 501.
Did not work then suddenly 3 weeks later i went from ticket 103 to 501. No changes on my side, but something caused it to kick.
That sucks... there is no way for this to work... how odd this seems like a feature that would be fairly simple to do. I should probably open a support ticket then.
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@coliver said:
@scottalanmiller said:
I must be missing something. Why "should" the ticket be 1508 and not 1?
This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).
What's wrong with that? It is purely a database ID field, it only needs to be unique. It doesn't represent anything.
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@coliver said:
That sucks... there is no way for this to work... how odd this seems like a feature that would be fairly simple to do. I should probably open a support ticket then.
Not easy at all if not accounted for. I've worked on systems where people started applying "human meaning" to database ID fields and if it isn't accounted for (by faking the ID fields and hiding the real ones from the users) it can be a mess.
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QDesk will be also a hosted solution, and it's designed with configurable IDs, specifically so we can support features like imports.
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We definitely want to address issues of flexibility like this. As a new system, we have to assume that all of our users will be coming to us from other systems. Spiceworks being one of the better known of them.
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@scottalanmiller said:
@coliver said:
@scottalanmiller said:
I must be missing something. Why "should" the ticket be 1508 and not 1?
This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).
What's wrong with that? It is purely a database ID field, it only needs to be unique. It doesn't represent anything.
How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?
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@coliver said:
How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?
Oh, I misunderstood, the SW ticket, when imported, is #1 as well? Now that is odd. Something is messed up then. You are sure that there are now two of the same number?
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@scottalanmiller said:
@coliver said:
How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?
Oh, I misunderstood, the SW ticket, when imported, is #1 as well? Now that is odd. Something is messed up then. You are sure that there are now two of the same number?
Yep, one is closed and one is open... which I assume may have started the issue. Although I would hope that the ticket number is unique throughout the database. The next unique number would be 1508 (I think) so that should have been the next ticket number. I will open a support ticket tomorrow to see if it is something on the back end that needs to be resolved.
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Now I see why it is crazy
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i've got the hosted version running, and for the most part it is running find. I don't have any real complaints. Now my Users do..
They can't sign in to view their tickets,.. mainly because they don't have a URL or user accounts to. And I don't want them to have accounts - but the ability to tie in AD is nice. It occurred to me and I don't know about it yet as I can't work on it after hours (story for a case of beer).
Can you tie MESD+ into the O365 AD?
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But it CAN do that, right? So the issue is with how you've set it up, not with the service?
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@scottalanmiller said:
But it CAN do that, right? So the issue is with how you've set it up, not with the service?
I don't know if the hosted option can. It seems to be tied heavily with the Zoho business platform. The on-site option definitely can so I may move to that in the near future.
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After submitting a support request the technician was able to reset the counter to the correct number. Issue was resolve in 3 hours.
