Auto-Assign Case to Technician when they are first responder
Hello, We're starting to get measured on our SLA's and there's a large number of times where we just immediately reply to ticket with initial troubleshooting, only to forget to assign the ticket to ourselves. This results in a first response violation for us. So, does anyone know of a way to Assign technicians a case when they are the first to reply? Take Care, Bill Meaney
Can I run a report showing the last login time of my technicians?
I want to run a report to see which technicians are using the system, is it possible to get a report of each users last logged in time?
[Blog] Responsibilities of Change Advisory Board (CAB) and Change Manager
Everyone knows change is never easy, but often quite necessary. The statement is never truer than in IT. Solid change management capability will help you boost your ITSM maturity, break out of the "firefighting mode," align IT activity with business objectives, and transform IT from a service provider to a business innovator. However, these benefits don't come easily. Change management is one of the most difficult ITIL processes to get right.
VIPs
HI, Is anyone able to help me to extract a list of requestors who are listed as VIPs The fields needed are Name Email Job Title Department ManagerName We're on v9.4 PGSQL
Sound chat alert in SDP?
All, Is there a way to get a sound alert when new chats are received (or responses to existing chats are received) in SDP? Thanks! Mark Housler
Report for Requester list
Hi, Is there is a way to create a report for the Requester list with no department name or site, as we need to count it and correct it, thanks.
Reset default database password - service desk plus
How to change password for default postgresql database account (sdpadmin) in service desk plus ? Please guide.
[SD-84377] Calculated Field - Showing Zero In Reports
Hello, I have a series of fields that calculate the number of days between two dates. The calculations work fine .. when there are two dates, it calculates the number of days... when there aren't two dates, it leaves the field blank. But when I create a report, the blank fields are reflected as ZERO, which is throwing off aggregates. I would like to reflect blank or NULL when there is no value calculated. Thank you in advance. First picture is of the form and the blank calculated fields. Second
[Blog] Transforming User Experience
Visuals give us a better understanding of not just the content, but what is behind the content — easier, faster, and clearer than just a cluster of written words. Why User experience matters for an Enterprise Software? The success of any application depends on how usable is the product to the user and how easy it is for your user to interact with. Let us take a look on how ServiceDesk plus interface provides an updated look and usability improvements. Themes for Requester Self-Service Portal:
change technician back to requester
Hi there: SDP Version : 8.2.0 Build 8217 If I change a requester into a technician, it will be removed from the requester list (and added to technician list). What to do if I want it to be changed back into requester? When I do a test (delete the new technician), it was deleted from the technician list but it doesn't re-appear under requester list, so: requester [John] added changed [John] into a technician [John] gone from requester list, new technician [John] added delete [John] from technician
[Tips & Tricks] How to find OID's for new devices ?
What is an OID? Object Identifier (OID) is the unique id provided by the manufacturer to identify the device/system information. Each device's information would have a unique OID. Here we are going to discuss the 2 easy ways to find OID information, 1. Get a MIB file from the Manufacturer 2. SNMP walk using a MIB browser 2.1. Using Inbuilt MIB browser in SDP 2.2. Using External MIB browser Get a
[DidYouKnow-34] Easy Resource Management
Technology helps in completing work more efficiently, faster and with great flexibility. Do you know that ServiceDesk Plus helps you in managing your daily work more conveniently? ServiceDesk Plus allows creating multiple tasks under a single request and this can be assigned to different technicians. Every day, as an admin, you are supposed to manage all these tasks. Most of the requests may contain more number of tasks and it becomes tedious to manage all these tasks in one go. So here comes the Resource
API Assets module in servicedesk plus
Hi, I am trying to fetch the Asset inventory from On-prem Manage Engine through Rest API. The goal is to dump the data into another tool that we use. But when I try to access "assets" or "asset" endpoint, I get 400 errors. Can you tell me the correct Rest API URL to call the Assets module and fetch Assets data? I'm using Servicedesk plus 9.3 build number 9322. Any help would be appreciated. Thanks!
how to make for exemple subcategory a mandatory field
Hi I want to know how to make for exemple how to make for exemple subcategory as mandatory field in creation of request. Kind regards Abdel
Profile Pictures - bulk upload and how shared with AD manager+
We are wanting to get employee's badge pictures as their profile image in SDP. We tried a test in AD Manager+ thinking it would sync over to SDP. So far, not so much. Which leaves us with the following questions: A. What is relationship between AD Manager Plus and SDP as far as profile pictures go.Is there an extra step I need to take if I add a photo to a profile in Ad Man+? B. Is there an "easy" way to bulk upload images to profiles in SDP? I have a folder with .jpgs in it. Do the pictures need
First Contact Resolution Rates
We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: (a) First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support Regards R karthikeyan
KPI for ticket resolution
Hi Team, We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: First Response Time: We need to take report where in First response time can be recorded and the parameter need to taken in report with actual value and if the set response time has been violated or not. First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support . Customer Satisfaction: the customer needs to be given a way to
Detailed purchase report
I would like run a detailed purchase order report, which shows the details of each item in the purchase order. My system run on MS-SQL, and the query's I have found don't run. Thanks Sal
Mail Fetching Randomly Stopping
As of last week, and subsequent to our upgrade to 11.1 (11108), we have had two instances of the mail fetching stopping randomly. The issue is easily resolved by restarting the ManageEngine ServiceDeskPlus Service on the server. Is anyone else experiencing this?
recover deleted reports
Hi, Is there a way by which we can retrieve deleted reports. There were few reports which were deleted from a particular folder. Can you pl let know if the same van be recovered. regards R Karthikeyan
[SD-85828] Second HR Instance takes outgoing mail settings from first IT instance
We have a following problem just created second instance - HR. When create new ticket in this instance every notification rules takes from first IT instance. Outgoing mail for IT instance is helpdesk@... for HR instance is hrhelpdesk@... , when created new ticket in HR instance send mail to technician for IT ins with notification rules in IT ins.
How to expand "Show More" automatically on multi-line fields?
Hello I have created a custom field to contain multiple lines, but when the technician views the issue, the text is truncated and a "show more" link is shown. How can I change the setting for the field to always show the data? Or how can I automatically expand the content of the field when viewing the request? Thanks!
FAILURE :Request cannot be completed. Please fill the following fields -Impact
I am getting the following error when trying to close tickets, I have attached our resolution rules. FAILURE :Request cannot be completed. Please fill the following fields -Impact
Issue with query reports after upgrade to biuld 11108
we are having issue with query reports, after upgrade from build 9330 to 11108 the already configured query reports stopped working. Our lot of work is dependent of these query reports and the reports are configured in daily scheduled for management decisions. Now our management is asking for daily reports and we are not having any fix/resolution of this issue from service desk support. we are really stuck!!!
configuration field value in problem templates
Hi i am not getting any option to configure problem template field in in template and form section only two option is showing that is incident form rule service form rule there is nothing like problem form rule so how to to configuration on problem field variables or change field variables ....
Email notifications - Variables for Survey link and New Note
Hello Guys, Product: Service Desk Plus 11.1 Do you know if exists any variable to insert in Mail Notification for: New note Survey Link I already know that survey link works in independent email config but we would like to add the link inside the resolution notification. In the case of New note, for us is important to notificate to requester anytime New Note is inserted to request. Regards.
Script required for auto population of resolution
Hi, I need a script for a service template in form and field rules which can put word "resolved" automatically when the request status is set to resolved. our build is 11108
[SDF-46395] Auto Assign based on First Response
Hello - We don't use business rules for ticket assignment. Previously, we used Spiceworks, and the ticket was assigned to the first tech that responded to the ticket. We'd like similar functionality. Is there any way to achieve this same goal?
[SDF-23740] WebHook Support in SDP
Hi, Today, I see your WebHook feature in SDP MSP (custom trigger section) and so happy about this feature. I think this feature is very important and useful in SDP. Please add this feature for SDP in next release. Thanks for listening
[DidYouKnow-33] Initiate a quick chat from request collaboration
As you all may know, the Request collaboration feature was released with the build 9220 to overcome various hassles. Few are listed below, When multiple Technicians work on the same request in parallel, the changes(s) made by each of them are not known to one another. Such as, #The same request might be assigned to different technicians #Multiple responses might be sent for the same request by different technicians #Modifications made on a request and so on. As an enhancement to the request collaboration,
[ForYourInformation -32] Automation to delete workstation/server or move to Disposed/Expired state
In ServiceDesk Plus you can manage all your IT and Non-IT assets, the tool can also handle, software asset management, software metering, software compliance, multiple methods of scanning assets(which includes automatic scan), barcode scans and much more.. click here to more details. Usage of any application over a period of time will have a proportional increase in data and content, which can cause a lag in the application performance. Clearing out unnecessary content ( like assets) is essential
***Absence notification for the entire ServiceDesk***
Hi, If no incidents or tickets are processed over a period of time and the requester is only supposed to receive a notification (Absence notification), what should you set? I do not mean one absence per technician, but for the complete service desk, for all incoming inquiries. many thanks
CustomScripts.js not load in 11105
Hi, In SDP v11010, I write script for all my SDP in '/custom/scripts/CustomScripts.js', but now this file not load. I need to load this file. I write custom script in this file. Please resolve it? Thanks for helping
Service Desk receives letters, but does not create an requests
Hello. There was a problem. Service Desk receives letters, but does not create an requests. With respect. Igor Stepanenko.
Change default SD+ font
Hello to all, are there any way to change default SD+ font? Thanks in advance
Distinction between Business Service and IT Service
Hi, Can you please explain the difference between Business Service and IT Service as it's implemented in SDP? Thanks! /René
[Reports] view ticket time from queue to queue to completion
Hello, I am looking to get the times in a report for each ticket that going from each group to group then total for in each queue then the total time the ticket was open. I have tried to do this with the report builder but I am stuck. Will this need a custom query? If so and can you help create one for me please?
[SD-82112] SDP - Error attach file
Hi team! When a request is created or edited and you want to attach a file to a request or in the resolution of a request, we receive an error message. SDP 10.5 build 10512
Service Catalogy
Hello, Can i delete Service Catalogy ? Or deactivate it (not to be active when i'm creating new ticket). Thank you
Cannot Add IMAPS Mail Server to Service Desk Plus
I checked the KB and tried to follow the steps to download the cert generation file, but when I try to extract the .tar.gz file in both Linux and Windows, I get errors that it is an invalid file format.
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