Response Time Escalation
Hi Team, Response time escalation is not happening properly in the manageengine tool, we are receiving the escalation mail either after or before the time specified. Please let us know to achieve the response time escalation, in build 9222. Regards Karthikeyan.
add "Request Create Date", "Request Status" columns to this query
Hi, I need add "Request Create Date", "Request Status" columns to this query how I can do it? SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", icd.NAME "Item", ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", ti1.FIRST_NAME "From technician", ti2.FIRST_NAME "To technician",
Tickets by SMS
Is anyone using a SMS or texting service for employees to open tickets. How are you doing it and what service are you using? Any way to have the tickets assigned to the employee automaticly?
How can we associate asset to a service request
Is there possibility to attach request to an asset directly? as I know we can relate a service request to the asset using following workflow Incident Request --> Purchase Request --> Purchase Order --> Assets
Survey Query Report using percentage values for customer satisfaction - MS SQL db, ManageEngine 10.5 (build 10513).
Hi, Could you please provide a query to run a survey report based on the % of satisfaction level for MS SQL, ManageEngine 10.5 (build 10513)? Query below stopped working after ManageEngine upgrade: SELECT MAX(wo.TITLE) "Request Title",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%m-%Y %k:%i') "Request Created Time",MAX(ti.FIRST_NAME) "Technician",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating"
Introducing Enterprise Service Management in ServiceDesk Plus
Dear User, ServiceDesk Plus 11.0 now comes with rapid-start enterprise service desk capabilities that allow businesses to manage service delivery across business functions from a single platform. Upgrade to the latest version of ServiceDesk Plus now. The key Enterprise Service Management (ESM) capabilities of ServiceDesk Plus includes: Unified service management platform Manage your organization users, control organization-level configurations, and maintain individual service desk from a central
Export existing tickets to ESM instance?
We have one of our departments already using SDP. We would like to setup their own instance using the new ESM feature. Is it possible to export/move tickets from our default instance to their new instance? Thanks!
Change Freeze
Hi there, There have been a few posts requesting change freeze functionality from around 6 years ago. It's on the roadmap for release however in the meantime it can be manually achieved by placing a field and form rule on submit with the code below. Hopefully this will be useful to others. //Specify Change Freeze Dates here frzstart = new Date('25 Dec 2019, 00:00:00'); frzend = new Date('29 Dec 2019, 00:00:00'); // If change start or end dates are within the freeze window // the form submission will
Add Technician or email address to Note
I'd like to request a feature of adding a technician or email address to a note so that a note can be specifically addressed to someone other than the Technician assigned to the request. We like to use notes to have conversations amongst the technicians. The problem is that, the only person notified about a note being added is the Technician assigned to the request. It would be great if you can add a little box at the bottom of the notes window that allows you to type in a Technician or email
Is it possible to move a department from one site to another?
We have several departments created under wrong sites, and therefore we would like to move them to another site - is it possible without having to perform direct SQL changes?
Query about the version update process
Buen día Los molestos comienzan a consultarlos ya que debemos proceder a actualizar desde la versión que tenemos actualmente 9.0 (9017) a la nueva disponible 11.00 (11000). Verificando la información, tenemos información para hacerlo desde Buil 10000 en adelante y luego le indicamos cómo hacerlo si tiene la versión 7612 o anterior.
Limiting Service Catalogue Visibility for Site Technicians?
It is relatively straightforward to limit the visibility of services in the service catalogue for Requestors. This is driven by a flag on the Service Catalogue service template that says 'show to requestor' with a subsequent filter to specific User Groups. I have several technicians set up (through roles) to see their site (requests) only. This works well for requests and for the trimming of the interface in general (seeing changes, not seeing assets etc.). The problem is that these site specific
Restricting the selection of the assets field.
I need to limit the ability to select the assets field to just one value. Those. so that the user can select only one value from a large list. By default, the assets field works like Multi select, but you need to implement work in the style of Pick list.
incident template
i have an issue with requester template. when user create new incident it shows only the default one. we have created more than one and we tick box "show to requester" but it's shows default.
[DidYouKnow -13] Solution/KB with public access
In any IT organization, we need to find solutions for our day to day incidents/issues, at times we lookup for someone or some type of assistance, like asking our colleagues or raising a support ticket, the efficient method to get quick answers for our
ServiceDesk Plus 11.0 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 11.0 release. We are working hard to fix them as early as possible. Expect an update soon. During upgrade, 'Out of Memory' error occurs because only a maximum heap size of 100 MB is allocated to UpdMgr.bat. [Fixed and Released] Upon changing the default administrator or guest login name, header tabs disappear. [Fixed and Released in 11001] After the upgrade, if there are any old unsent feedback submitted through
Unable to perform SDP Backup
Trying to run the backup batch file on SDP version 10 and getting the following repeats Oct 01, 2019 1:38:36 PM com.adventnet.db.adapter.DBInitializer$ProcessWriter run INFO: waiting for server to start....PANIC: could not open control file "global/pg_control": Permission denied localhost:65432 - no response Oct 01, 2019 1:38:38 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer isPgReady INFO: pg_isready returning status :: 2 Oct 01, 2019 1:38:38 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer
ServiceDesk Plus & Jira
Hi ALL! Where i can find demo about integration between ServiceDesk Plus & Jira ? What are the benefits of this integration?
Query Reports
Hello, I need a Query Report from all the Requester and Technicians. Also another query report to get the list from all the requester and technicians that the accounts don't sync from Active Directory. Thanks
Assignment to approver from the E-mail Id (s) To Notify field
How, through Custom Triggers, to appoint an approving employee from the field E-mail Id (s) To Notify.
Custom Requests view filter to search for Radio and Check box
Hi everyone, I created customer Radio box field with 2 Values in the form, but I can't seem to find how to create a filter view to detect the Radio box selection. When I create the Request Filter View for that custom field, I was present with a blank entry box. So what should enter to detect which Radio box (or check box) is/are selected. Thanks!
issue updating from 10.0 Build 10004 to 10.5 Build 10513 - the file that you have specified is not compatible
Your Version 10.0 Build 10004 Latest Version: 10.5 Build 10513 Was previously at version 9400.1.0.0 and updated to version 10000.0.4.0 - using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm Now attempting to apply ManageEngine_ServiceDesk_Plus_10_5_0_SP-0_13_0.ppm and the message "the file that you have specified is not compatible". In the output of the batch file console window is INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay Suggestions?
Creating an appeal with a different status.
Is it possible to create calls with a status other than open. For example, he added a new status - assigned, it is necessary that when creating a new appeal, it was created with this status - assigned.
Scan virtual machine
Hello everybody, Under Assets- IT Assets-Workstation i see several assets which are virtual machines (HyperV or VmVare) runing on Windows 10. I would like to put those assets under Assets-Virtual Host and VMs as I think that is the place where they belong. It also should put them automatically in that place after new assets are scanned. Can someone tell me how this work? Thank you
Category Usage Report
Hello, I found the below query on the forum but I can't find it again and I have a question about whether there is a limit to what it will show? SELECT cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item", count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN ItemDefinition
Searching requesters by Login Name
I'm making a custom interface screen and want my technicians to be able to search requesters directly by Login Name. SearchRequester.do?fromModule=WorkOrder&startsWith=X is fast, but only seems to search on names. SearchN.do?fromModule=WorkOrder&searchText=X can find Login Name, but is much slower since it's searching all fields, I assume. Is there any parameter for either of those functions to do the search I need? Thanks!
Reminder for outstanding approvals
I was wondering if there is a way to configure reminder notifications to be sent to approvers who have not acted on an approval within a certain amount of time. I do know that on the ServiceDesk home page the number of pending approvals appears, but most of our approvers will not be users that will be signed in to ServiceDesk on a regular basis.
Field and Form Rules - what Execution Order
Hi everyone, I have several rules in each section. (on form load, change, submission.. I read the web documentation from ME.. https://help.servicedeskplus.com/configurations/helpdesk/field-form-rules.html and example. What is order of execution in each section. Which rule get executed first, and what happen if two rule try to change the same field?
Architecture performance and scalability
The service desk system is filled with new features, but the architecture of the solution stands still, for example: 1. There is no Fail over services, the implementation of FOS is a warm reserve. This add-on works only on MS windows and does not Fail over. 2. Scalability - there is no possibility of horizontal scaling, for example, several application servers on different servers work simultaneously as a whole (for example, Apache Tomcat cluster), this would also solve the problem of fault tolerance.
End User Desk Portal
Hi all. I am new to the Service Desk platform and thought I would pose the questions here. I have been trying to find the association of the service categories within the "Create an Issue" and "Request a Service" on the web portal. Is there a way to separate out the service categories etc..from these 2 aspects? It seems to me that currently, in either "create an issue" or "request a service", the same information is presented. I feel this could confuse my end users via terminology. I like the idea
OpenLDAP login problems when adding additional fields in table sdldapfieldmap
I added all users from our LDAP-Instance in ServiceDesk Plus in the Admin/Benutzer/LDAP-Section. Unfortunately the name in LDAP is only the login number but I wanted to have first, last and full name available for all requesters. Thereforte I followed the instructions: https://pitstop.manageengine.com/portal/community/topic/how-to-configure-extra-ldap-field-map After I added following columns to the sdldapfieldmap-table in the database INSERT INTO sdldapfieldmap VALUES (7, NULL, 'FullName', 'cn',
Caída total del sistema de Tickets
Buenos días Reporto inconvenientes con el Software Service Desk el cual actualmente se encuentra montado en un servidor. Hace aproximadamente se cayó el Servicio y no quiere arrancar, solicitamos de su apoyo para solucionar el inconveniente el cual no deja acceder al servicio y dar atención a los usuarios
default postgres password for servicedesk 10.5
Hi there, since I upgraded to 10.5 I can't connect to postgres using default user&pass postgres/postgres. What is the current password?
error upgrade from 10.511 to 10.513 - javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
this error pops up as soon as i try to load the patch into updatemanager. javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
Enterprise Service Management - SDP On-Premise
Does anyone know when the Enterprise service management feature will be available in the On-Premise version of ServiceDesk Plus? I was told in the beginning of 2018 and I see the framework enhancement has been released. I figure this feature goes with that enhancement.
Filter Email Ids to Notify
Is it possible through a script to filter addresses shown in the Directory to a certain domain? We would like the ability to allow users to add a cc'd address in some request forms. The challenge is the directory is quite large and contains many domain addresses (gmail, hotmail, etc..). So to avoid having information shared to the incorrect address or worse, outside of the organization, is there a way to filter this directory?
[SD-82665] Field and Form Rules Tab - Shrink/Remove Action Column
Some of my templates are pretty big. One template I've created is a merger of 8 old forms that we used to use. It has many many Field and Form Rules on it. With the form being so big, and the rules being so numerous it's starting to become a hassle to find the correct rule when making edits to the form. One rule can take up multiple page lengths (when scrolling) due to it showing the Actions that particular rule is taking. My request is that we have the option to hide that Action column. Most everything
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution times Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
Creating a Pick List of Users
I'm interested in creating an incident - additional field which will be populated with a list of ServiceDesk users. I'm hoping to use this to allow users to select those users higher than them in the chain of command for use with approvals. I have never really messed much with scripting in ServiceDesk, so I'm not sure if this is something that will be simple to do.
[ForYourInformation -13] Multilingual translations made too easy
Hello folks, Language is the medium to get travel your words to reach people in different regions. It becomes irksome when you want to set up your business in another country, region, where languages are different than yours and you are not familiar with it. Now, it is not less than a herculean task. With ServiceDesk Plus, you can now translate the user interface texts and personalize the application as per your requirement. You can choose to rename modules or any UI phrases used across the application.
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