Top ten requesters
Need report: Top ten requesters, to see who's the most problem user ;))
[SOLVED] query report in ServiceDesk Plus cannot show decimal
Dear SDP Plz help me this issue. I have a query report in tab report : SELECT Count(std.STATUSNAME) AS "Tổng yêu cầu hỗ trợ", sum(Case std.STATUSNAME when 'resolved' then 1 when 'Closed' then 1 else 0 end) AS "Số yêu cầu đã hoàn thành",ROUND((sum(Case
[Term of the Day]:Bare Metal
Term of the Day “Bare Metal” Definition — What is Bare Metal? The term Bare Metal refers to a system without a base operating system (OS) or installed applications aka Bare Machine, is a computer/server that can be programmed to execute instructions
What is the FTP site releases address?
HI I need to update from version 11141 to version 11142. I used to have the manage engine web site address to download (FTP) just that specific update. Is that site still available?
Remove "Configure your MS SQL settings..." banner
Is it possible to remove the blue top banner in servicedesk that says " Configure your MS SQL settings for optimum performance. Know more Due to limitations in our environment we can not enable RCSI so this banner is just disturbing our users. Noted
Randomly Email notification not working for Ticket Creation and Assigned
Randomly Email notification not working for Ticket Creation and Ticket Assigned to technician Help Desk Software by ManageEngine ServiceDesk Plus | 11.1
Start Mail Fetch via SQL or Command LIne
Is it possible to start mail fetching via SQL or Command line? Since its not possible to limit the level of access one has as an admin, i'd like to be able to write a script that i could have some power users execute if mail collection stops.
Exception while trying to send notification for Request ID : 3 Mail sending failed.
Hi Friends, I need your help I am getting below error when i try to close the ticket. Kindly help me to solve the issue. Thanks.
Different reply templates for different support groups?
My org is running SDP 11.0 and we have different support groups for different internal teams. Currently we have a global reply template, but we have a need to use different templates for each support group. Is it possible to customize this such that
How do you modify the default filter view for requests?
When your on the Requests tab and you look at the Filter's, there's alot of filter's to choose from. My issue is the technicians in our group keep choosing the wrong filter and thus it's preventing them from seeing the correct queue information. I want to make it so that only certain views can be used so this can't happen or make it so there is a default filter their applied automatically that doesn't cause this issue. Also,FYI, I created different status fields such as "Part on Order", "Escalated
Home customization
Where can I download additional widgets to customize the Home section?
Sites sync from Active Directory
Hi Community. I see my Service Desk is taking Sites from "Office field" of our Active Directory. Then there are "sites" listed that I don´t want to consider as regular Site. I imagine something is set up to take this information from Active Directory,
Query on time spent by each group
Hi Team, We are looking for a query to generate report on mentioned scenario"time spent by each group"
[Term of the Day]:Microlearning
Term of the Day “Microlearning” Definition — What is Microlearning? No one likes to spends hours upon hours learning the same thing over and over again. We want speed and faster learning techniques, this is where Microlearning comes in. Microlearning
Can not integrate the services desk plus with analytics tool
Hi , have provided all the parameters for the integration and also checked the capability for SDP to integrate with analytics all are good . But when we fill in all the details and click in save and sync below error message is popping out . Please let
[SOLVED] Urgent Attention:Hard DISK IO Performance
Hi, after upgrade SDP to latest build 11141 every days recive email notification as below : Product Name: ManageEngine ServiceDesk Plus Build Number: 11141 Hi, As part of our maintenance schedule, we conducted a health check of your hard disk IO, and
Customize response templates based on support group
We are using SDP 11.0 with multiple support groups for different internal departments. We are wanting to customize the response templates so we can define different messaging for different support groups. For example, we have internal support group for
[Community Tools] Tryout Beta Version of "DIY Implementation" in ServiceDesk Plus ChatBot
We have launched the Beta Version of "DIY Implementation" in our chat BOT. Now, Dhanya aka Zia can build a personalized plan based on a user's inputs. Users can implement the product using the document or they can initiate a chat and specify the unique
[Term of the Day]: Crisis Management
Term of the Day “Crisis Management” Definition — What is Crisis Management? The word crisis comes from the Greek word “krisis”, which means a crucial decision in the event of a crisis. Crisis management is defined as the process undertaken by any
Is there a plan for Workday and ServiceDesk Plus integration?
As you all know, Workday is one of the most popular ERP system for HR and Finance. Is there a plan for out of the box Workday and ServiceDesk Plus integration? Here are some of the use cases: Automated HR to IT case management Approvals based on Workday Org Charts Employee Onboarding Integration Employee Transfer / Movement Integration
Global Field and Form Rules
Hi Where I can to find Global Field and Form Rules It's not here (is'nt on the action menu)
System fields and addtional fields
When will ME stop locking done some fields to be used in FAFR, Business Rule, API, Custom triggers. I have been talking to ME many times over this. Why this restrictions? The latest problem is with custom trigger, you can only choose a limited set of
Ticket isn't re-opened when customer replies
Hi, We have an issue where some tickets aren't re-opened when a customer replies, which is causing some frustration for both our helpdesk workers and the customers that get no response in turn. It's not all requests that have the issue, and we've had
Technician Auto Assign - Report
Hi All, Looking to configure a report/s to monitor how many calls are assigned under the Technician Auto Assign function to each technician on a daily basis. I can't find any preconfigured reports that covers this. Has anyone developed a report or is
Can't search Pick List
When a requester is trying to submit a request they are unable start typing in the field to filter their options. For example. if I type in IT Tech it should come up with IT Tech 1 or IT Tech 2, but it does not. It just sits there like it's trying to
Custom report
Hello, I need an Assest report that lists all workstations with the following info. Model, Acquisiton date, Expiry date, Warranty expiration. I would like the asset listed in the first column and the rest of the info in the following columns in any order. Can you please give me the query syntax for this report? Thank you.
How to assign SLA
Good day! How to assign SLA per incident sub category ? SLA Should be assigned after editing the request and assigned subcategory.
Request by Email loses all formatting
Every once in a while a request will have all formatting from it removed. Sometimes it happens when it's emailed it. Sometimes it happens when we forward the request to another group or technician. The only common element I can find between the request
Request for report for Time spent (worklogs)
Hi all, We have recently updated to version 11.1 Build 11140 , this has broken one of our summary reports for that weeks worklogs, could someone take a look/ provide a updated report? SELECT rctd.FIRST_NAME "Time Spent Technician" ,cast((sum(ct.TIMESPENT)/1000
Cannot apply patch. Error message saying configuration folders are missing
I already have a ticket open with Manage Engine, but I am not making much progress on resolving this issue. When trying to apply a patch with UpdateManager.bat, we get an error: "Patch cannot be applied as some dynamic configuration folders are missing.Contact
A report of a specific form.
PGSQL / SDP v11.1 Hello. tell me, there are tons of questions and problems with the report builder. Reports: Summary report on requests My Result: I click the show request button W.T.F. !?!?!!? I want to make a report of the following TYPE: 1. add
Cannot change font in description while submitting ticket
Hi! I upgrade from 10514 to 11140 the upgrade went fine. I do have some issues regarding default request incident template, I cannot change font, font size, font color, etc in the description when submitting a ticket as technician. Nothing happens,
[Term of the Day]: Clickbait
Term of the Day “Clickbait” Definition — What is Clickbait? The term Clickbait or Link bait is a form of false advertisement online. It comes in the form of a link you can find on websites, usually accompanied by a sensationalist headline or a thumbnail
Report based on template name
Hi Team, I want to generate report on particular template kindly guide us
Finding the right translation
Is it possible for the application to provide some more information about items on the translations page? It's really difficult and frustrating to find the right thing to update. Here's an example: We want to update this from 'New' to 'New Issue Ticket'
Hide the incident from other technicians
Is it possible to make it so that a specialist, a technician, does not see "incidents" or another specialist? technicians are in the same group of specialists
[Term of the Day]: Cipher
Term of the Day "Cipher" What is Cipher? A cipher is an algorithm that encodes or encrypts data. Text that is "ciphered" (processed with a cipher, encrypted) cannot be read unless the original algorithm is known or reasoned out. It is usually used
Secondary Domain Controller for Authentication
We are currently using v10.5 Build 10500 and I can't find any option to specify a secondary domain controller for authentication. Under Active Directory Authentication, there is a field named "Bind String" where we have specified the primary domain controller.
Configure User across multiple sites?
Hi - Is it possible to configure a single user across multiple sites?
Approval
Can we modify reporting_id and use emailed to notify as approvers or what is custom field we can use for approvars
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