Service Desk Plus Reports - Help, I'm Lost!
I am hoping someone can help me figure this out. I need two reports, and have tried many of the built-in reports and making them via the custom reports. I can't seem to get close and was hoping someone could help? Report 1 Created and resolved tickets by month with data points on a line chart. Ticket count up the left, time along the bottom. Months shown as YYYY-MM. Report 2 Resolved tickets by month by technician. Data points on a line chart. Each technician is a line, ticket count up the left,
Non-IT Assets VS IT Assets on SDP
Hi, I am currently tagging some monitors at our company and I will be manually adding them onto SDP. I am unsure whether to tag them under IT Asset or Non-IT Asset. I know they are IT assets but if I use this section of SDP, it will take up a node which costs money. We only have 500 nodes so I need to be careful. If I use Monitors under the non-it asset section, then it doesn’t take up a node. I can’t scan monitors, so surely the non-it asset section will be ok? Is there a difference in IT assets
v3 APl Timeline question
Just a general question about if there is a timeline for the release of the rest of the v3 API as there are some things we are running into trying to automate Change requests and were hoping to get a ballpark on that. If there were any workarounds at automating the Planning stage of a Change like maybe through email command, that would also help us out.
Notification Rule "Email the group technicians when a Task is assigned to a group" always results in failed notification
With the "Email the group technicians when a Task is assigned to a group." notification rule enabled, when I create a task assigned only to a group, the sending of the notification always fails.
How to export full catagoes tree from SERVICE DESK PLUS
please can some one provide me with a query to export the full catagory tree structure Your Version : 10.5 Build 10513 Build Latest Version : 11.0 Build 11007 Thank you
[Blog] How Survey statistics help your business grow
When running a business, it's always good to know, How do we perform? and How the users value us? Our view and opinion as a product developer, marketers, investor, support executive or any organizational employee will certainly differ from the user's perspective. All we needed is to bridge the gap between the two communities. Most of the organizations fail at this point from knowing what users really need. There are plenty of failure stories that had affected the reputation of popular companies.
Error Upgrade SDP from version 10 to 10.5
I am currently experiencing an error during the upgrade from version 10 to 10.5. During the upgrade process I noticed the system tried to check postgresql but did not receive a response. resulting in an error upgrade process. Has anyone already had this problem please help me. I use MSSQL 2008 for database Thanks,
Script Master - 3: How to implement dynamic request approval through custom triggers with configurable CSV file.
Good morning folks! First, I'd like to wish all our users a happy thanksgiving on behalf of ManageEngine Pitstop. We all know that one size doesn't fit all. This is true even in the case of request approvals. Not every request must be imposed with the same approval mechanism. So this week, the Script Master's post is about having a dynamic request approval mechanism in place through custom triggers with configurable CSV file . In case you've missed the Script Master's post last week, head here.
Meraki switch or AP & network scan
Does anyone use Meraki switches or access points and been successful in using network scan to inventory them in Service Desk Assets? How did you do it?
Table Technician profile photo and status
The following is stored in Which table of ServieDesk database? 1- Status of technicians logged into the Servicedesk (Online/Offline) 2- Technicians profile photos
E-Mail Replies - Creating new tickets, not appending
Hi there, This is happening inconsistently so it's been difficult to investigate. Most user replies are being imported into the existing tickets. Some user e-mail replies are just creating new tickets. An example is below: Imported to Ticket 1260 RE: Ticket 1260 BI Publisher: Actual vs Priced and History Created 1528 RE: Ticket 1260 BI Publisher: Actual vs Priced and History We've had to merge this with the existing ticket 1260. I spoke to the user and they clicked Reply to an item in their sent
SDP Report for requesters marked for deletion
Hello to all, we need a report (SQL) to extract all requesters that SDP has marked for deletion (AD Sync with manual deletion). Could someone help us? Thanks in advance
Custom Action Triggers
Is there a limit to the number of custom triggers on ticket creation? We are using these and curious what to expect as we continue to grow our usage of service desk.
[SDF - 59417] Worklog tab is not visible for Requester
Hello Team, Request id work log details is not visible for requester's who raises the tickets to us. Can you please help me to visible the worklog tab for requesters. We are in 10012 build servicedesk pro plus with PGSQL database. Thanks Subrata Pradhan
Important: Expiry of IOS Push Notification Certificate
Dear User ServiceDesk Plus IOS push notification certificate will expire on December 12, 2019. To continue using the push notification service, upgrade to ServiceDesk Plus version 11007. Alternately, you can follow the steps: 1. Shut down your application. 2. Navigate to <SDP_home>\conf. 3. Paste the SDPProductionCertificate.p12 file downloaded from here. Also, delete the existing file. 4. Start the application. Regards Edwin Vasantha Kumar Servicedesk Plus Team
How to extract the Service Catalog structure in reports
Hi, I am looking to extract the complete Service Catalog struction with its Category subcategory as we need to review the same
Alert if a ticket has not been edited in a set amount of time.
I was hoping there was a way or ServiceDesk Plus to either send an email or alert the Technician in some way if a ticket has not been updated after a certain amount of time? We have some tickets that sit in the system for a while as we are awaiting framework updates which can take weeks to come through, I want ServiceDesk to alert the Technician to update the ticket every 72 hours to that things don't get missed.
"My Assets" TAB
Hello, Is there a technical opportunity to provide the user with information about the assets that are assigned to him? It would be ideal if this information was on a separate tab "My assets". Something like the one in the screenshot
Notify new requester
Hello, After you have changed the requester can SDplus auto send a notification to the new requester ? //Daniel
Report export changes semicolons to commas
Hi, if I export a group memberchip report to excel or csv in the exported file the semicolon of the report field ar changed to commas. Which makes it impossible to process the data.
LDAPS - certificate
I can see in SDP that LDAPS is now supported, but when I go through the steps to enable it, I get the following warning message: "FAILURE: Domain Controller saved successfully, but error occurred while trying to connect to LDAP Server in secured mode. You need to import the LDAP server certificate for LDAP mode." Where in SDP can the LDAP server certificate be imported? I have searched the documentation, but can't find any info? So any pointer would be highly appreciated!
Email notification for reply in web interface
Small company. 4 people in IT. We currently have a helpdesk@ address that people email their requests to. That email address is a distro group that drops the request in the 4 mailboxes. It's ugly to make sure nothing gets missed. I'm using helpdesk2@ for the software with the reply-to address as helpdesk@ so when an email comes out from the software and the user replies it will end up in the 4 mailboxes as well as SD+ because i'll be adding helpdesk2@ to the distribution group. Scenario: User
[## 5707887 ##] License maxed out
Unable to add the new asset to in the portal. We have issue with adding new asset to the Asset manage engine portal. Please find the attached the screenshot for your reference and assist us to fix this issue asap. Tried to update the license renewal file but still issue persists
Requests - workflows
Is there a way that we can setup ServiceDesk, so for request for access to roles a approval request will be sent out to the appropriate person? We have multiple role approvers depending on the type of role.
Integration of Service Desk Plus Ticketing Tool with Qradar (SIEM Tool)
I want to integrate Service Desk Ticketing tool with Qradar. Can you help me by clarifying one of my doubt. Actually we are planning to send event data from Qradar as JSON event data format via forwarding destination option in Qradar, creating a channel over port 32004 (TCP). How will the service desk receive the request and can create the ticket accordingly. Please help me with this by explaining me the process of accepting the JSON format request over port 32004 at Service Desk end. Waiting for
Restricting "Change Approver" role to specific Technician
Hi, In the existing Change template we would like to restrict Technicians who can be assigned as "Change Approver". Pl let us know how to implement the same. Currently any person who has been assigned with technician access can be assigned as "Change Approver" Regards R Karthikeyan
SD+ Roadmap: Update?
With the 9.4 framework released, will we see an update to the roadmap soon? The new framework was communicated as enabling ME to roll-out enhancements quicker and with less effort, but the site still hasn't been updated since October: https://help.servicedeskplus.com/roadmap.html
skip tech when marked on leave for auto assign
We assumed when a tech marked themselves on leave that the auto assign would skip the tech for that day, it appears it does not or we are doing it wrong. Is there a way for techs just to put in their leave, NOT indicate a backup tech, and auto assign skip that tech? We woudl prefer to not have to remove them from round robin every day they leave and add them back in after
[SOLVED] File robots.txt
Good day! I have version 11006, tell me how can I create a robots.txt file and put it on my portal?
[SD-83709] manageengine servicedesk adds 50 years when reopening application
Good day! I installed the latest version of manageengine servicedesk 11005. After this update, I got this kind of bug. The engineer in the application puts the status "Done / On confirmation", the initiator does not like the result and reopens the application, and as a result, her deadline is increased by 49 years: 07/22/2069 09:47. If you look at the magazine, then the date is correct, tell me What is the reason of this error and how to fix it?
[ SD-83189 ] v11002: SD-77786: Help text provided for request fields will be displayed upon hovering over the field.
Running v11003 and notice that the Description field no longer shows the Help Text on hover. Is this field excluded from the Request Fields? This worked before which allowed us to provide some context for the main body of forms. Note: It does show the blue exclamation icon with the correct Help text when using the form builder.
[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules. Benefits of global FaFR: No more duplicating form rules on multiple templates. You can configure a separate set of global rules on Incident and Service templates. You can either convert existing FaFR to global rule or new global rule can be created. You can associate particular FaFR to be a global rule, which can be applied on "All templates" or
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost end user satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Submit change to specific Scheduled CAB
Hi there, Can there be some functionality built so that there is a CAB schedule / calendar so that when changes are technically approved ready for CAB, there is a choice for which CAB it gets presented in? Example #1 - Submit to specific CAB A change has an implementation date of 01/12/2019. A change is technically approved on 01/10/2019. The change gets submitted to CAB on 05/10/2019 or stays in Awaiting CAB Approval for over a month. It's probably too early to be submitted to a CAB in October.
[SDF-68122,SDF-78056,SDF-82456] Request for Chat features, especially the ability to create a request at chat initiation
Hi folks, I love the constant improvements to SDP. The product has come such a long way. I'd love some additional functionality to the chat feature. I do realize that you are adding support for third-party chat systems, but we love having everything in one place inside of SDP. Here are my ideas: Raise Request when Chat is Initiated If someone requires our assistance, we raise a request. One of the strengths of SDP is that when the requester is populated in a request, one has a complete view of the
[DidYouKnow - 28] Technician's unavailability
Hello folks, Have you ever wondered why does this Asterisk mark appears near the technician's name and what does it indicate? As you may know, technicians can mark their leaves in the scheduler and choose an action for the upcoming requests (as in the below screenshot). When technician auto-assign is enabled, the application skips the technician who is
So has manage engine's support taken a vacation?
I have 2 tickets i opened a week ago and neither got a first response or any sort of acknowledgement. #5733321 #5733299 I even opened a ticket saying I'm not getting help and they just added that to one of the tickets... this is piss poor on Manage Engine's side.
LDAPS Import
Is it possible to import from an LDAP SSL connection?
error Installing ServiceDesk Plus as a Linux Service on Debian
Hi Team, I have followed your procedure (https://help.servicedeskplus.com/introduction/installation-linux.html$method3) and this procedure (https://www.youtube.com/watch?v=7I1kdF-XYfU) but I have the error above at the launch of the service : blvtech@FR-SDM01-KNT:/etc/init.d$ sudo /etc/init.d/servicedesk start /etc/init.d/servicedesk: 47: /etc/init.d/servicedesk: Syntax error: word unexpected (expecting "in") Os Version : Debian GNU/Linux 9.11 (stretch) have you ever encountered this kind of
Technicians report
Hello, After upgrading to 11006, we are unable to run the following query report; SELECT AaaUser.FIRST_NAME "Technician", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID INNER JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID LEFT JOIN AaaLogin
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