bypass approval process for a management group
Hello, Is there a way to bypass the approval process (i.e. auto approve) a request based on a group membership? For example, a VIP requester does not need an approval so their request should be automatically approved. Perhaps through a business rule? Thanks
Software within incident
Hi - We currently have a large number of subcategories that list all the software we support, as can be imagined this list is becoming rather unruly and difficult to manage. Can anyone recommend a better way of achieving this without having a free text field that’s difficult to report on? I was thinking a FAFR that pulls from all identified pieces of software using the API but different versions and naming conventions may have the same problem we’ve already got. Thanks
Can't add Attachments to Task when opened from the Home Screen
Hello, When I attempt to add attachments to a task when I've opened the task from the home page, there's no option. Can you explain why this option isn't available? Thanks! Joanna
Service Request Resource Order
I had 2 resources in a service in the order i wanted. I needed to change one of the questions in one of the resources. I changed the question, and now the order of my resources has changed. Is this a known issue and why does it occur? How can I re-order the resource sections without deleting/and re-adding?
copying someone
Dears, Does anyone know how can I add someone as cc while requesting a ticket from servicedesk plus. Thank you.
[SDF-57723] Import requests to specific template
When you import requests and match fields to the headers of the XLS unless those fields are present within the default template the mapped fields do not get displayed. Is it possible to select the template you want the import to use?
Networks scan of a different VLAN brings in all IPs as unknown workstations
Good Morning. I have an instance of ServiceDesk Plus in my primary VLAN that does a network scan of the VLAN it's on and two others. These three VLANs are all on the same domain however. There are rules in the firewall that allow the other two to talk to domain controllers for DNS, AD, etc. These are scanning fine. At our other location there are two more VLANs each on their own domain with their own domain controllers etc. I'm trying to scan one of them and it brings back every IP address as
Update Asset User via API
I currently use a bunch of scripts to update asset fields via the API. However I can't seem to find any examples of updating an existing asset's assigned user. Could someone point me in the right direction? Thanks!
How to update a requester's password from api
I am able to create a requester via API with the xml below. But I havent been able to get the update requester working. We are primarily a linux shop w/ only ~150 users in AD the rest of our users are on different databases so we have written a web form that creates/ deletes /updates our users on AD / internal systems / etc from a central point. Currently I am able to create and delete a requester but not update. The documentation isnt very clear... was hoping someone else ran into this. Thanks,
Technicians out for Vacation still get Incident tickets
We had 2 technicians leave for vacation and they added their time to Service Desk. The problem is they still received incident tickets. Is there a way to make sure when our technicians are on vacation they don't receive any tickets?
No additional fields in default template edit mode
Hi, my problem is that there is no any additional fields when editing default request templates in technician view. I would add field like "Department" I attached screenshot.
Not Send Approved
Hi everybody i am need. we are using one template for service catalog and technican sending approved manuel if he forgets what can i do? is the posible pop up or ?
Version 10.5 (10504) Upgrade Problems
After upgrading to 10504, we are seeing a couple of incidents. (1) Search (search box from the request tab) does not work as expected. We can search for a specific ticket number, but text searches do not yield any results. Most of our requesters start with a number and if you enter the number it yields no records. The previous version would yield results with this type of search. (2) From the request grid, we often change the support group to the proper support group for unassigned tickets. It
Auto-Assign and Leave
We use round robin auto assign for our calls, but it's frustrating to use in terms of coping with technician unavailability. It would be nice to be able to use the calendar to mark technicians unavailable and have the auto-assign take this into account. But for some odd reason it only takes into account the day the call SLA becomes due and not whether the technician is actually available when the call is raised. This seems very odd behavior to me. Since all our calls come in with a default long SLA,
Cannot delete two locations
I have wrong entered some time ago two locations, and cannot delete it. If I delete these locations come back after some time. Is any way to delete it permanently?
Assigning two technicians?
Hi, I want to be able to assigning two technicians to a help desk call, is that possible and if so how? thanks
(solved) Edit filters in tasks module
I can create custom filter for tasks list. They work fine. Deleting these filters alse work fine. But I cant edit these filters. Errors are below on screenshots. Whats wrong? ver. 10.5 Build 10500
Error on Script - Score calculation
Dear. Good morning. I mention to you the problem we are having. Currently we have several templates to which we put together a kind of Scoring system, based on several fields list. This system, in addition to the fields, consists of a Script that we developed at the time with assistance from the ManageEngine community. The idea of running the script would be the following: Must be executed only when ALL fields are assigned a different value than "Choose" or Null When performing the calculation
Set Dueby field on ticket creation automatically
Dear all, I already searched for a solution in the KB or the forum without success. My question is: I would like to set the Dueby time of a ticket automatically on ticket creation. For example (Standard incident template Priority = normal). New ticket created -> Priority = normal -> set Dueby time automatically to "today + 4 work hours later". Example: Ticket created today, 06/26/2019, 10a.m. -> Set DueBy time automatically to 06/26/2019, 2p.m. Thank you, Best regards, Marc
Unable to associate support group to template
Hi there, This is the first time I've ever seen this error and am not quite sure what it means - I have two support groups associated to a service request template already, but I need to add another now. When I save the changes I get the attached error. Is it referring to the site set for the one technician within the support group? Any help is much appreciated. Thanks!
Script tu unassign Technician
I would like to add a Request Costum Meny that Unassigns the technician from a Request. How do I do that? BR Heini Guttesen
SDF-65805
Hi all, is there a update on SDF-65805, we still have a ongoing requirement for SLA's for service requests. Many thanks, Andrew
employee shift Scheduling
hello how can i import employee shit Scheduling into the service desk from an excel sheet or any similar file
Request mail with CC
Hi, I will migrate our helpdesk solution to SDP (version : 10.5 v10503). I have a last problem before ending the migration. Scenario : 1) User A send mail to the helpdesk with user B in CC. (user B isn’t add to “E-mail Id(s) To Notify“) 2) User A and B received mail when request is created If User A send a response, this response is added on request, but B doesn’t receive notification. If User B send a response, this response is added on request, but A doesn't receive notification. If tech reply
Round Robin Assignment Shifts
I have setup the SSP and auto-create feature for when a new E-mail comes in so a ticket will be created and automatically assigned to a technician. The problem I am running in to is that I cannot setup working shifts for the techs. I do not want a ticket automatically assigned to a technician that is not working at the time. I have 5 people who work during the day, 1 person who works night shift and 2 people who work weekends. Is there a way to set up a schedule of people that the round robin feature
Additional Fields of Each Request Template
is it possible to run a query report to check addiditional fields assigned to each template in service desk? we would like to check which existing additional field is not used often.
Errors configuring the SQL database
Hi team, I'm installing Service Desk Plus and it gave me error that port 8080 is busy, I changed the port and it shows Already server seems to be running. and it does not allow you to configure the Database.
Query to view site configurations
Hi!, is it possible a query to get information per Site, about copied/refered/customized settings applied? It will be of great help to manage deep reestructuring of support groups Thanks in advance
Script Master - 11: How to automatically create multiple child requests from a parent request with a configurable JSON file.
Greetings to you, users! This Script Master's post will help you learn how to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. Also the request ID of the child requests are added as notes to the parent request. This is achieved using an API call to create a request in ServiceDesk Plus. Details of the child requests are stored in a json file and provided as input to the API call. A separate API call is made to add notes
User Management - to get the list of requests that are due to violate SLA in next 2 days
Use this report to get a list of requests that are due to violate SLA in next 2 days. This helps to alert the team involved working on the request. PGSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.DUEBYTIME) "DueBy Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
User Management - report to technician who violated the request
This report helps to find the technician who violated the request. SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Current Technician", max(std.STATUSNAME) "Request Status", CASE WHEN max(tech.first_name) IS NOT NULL THEN max(tech.first_name) ELSE max(ti.FIRST_NAME) END "Violated by" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
User Management - report on reassignment of groups made on a request
This report helps to find the reassignment of groups made on a request. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", std.STATUSNAME "Request Status", wo.TITLE "Subject", rtdef.NAME "Request Type", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(woh.OPERATIONTIME) OPERATIONTIME, qd1.queuename "Changed From", qd2.queuename "Changed
User Management - report on reassignment of technicians on requests and who performed it
This report helps to find reassignment of technicians on requests and who performed it. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", longtodate(wo.CREATEDTIME) "Created Time", aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, au1.first_name "Changed From", au2.first_name "Changed To"
User Management - report on time taken by technician to send a first response to a request
This report returns the time taken by technician to send a first response. It indicates how long a user had to wait to receive a response. MSSQL: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESPONDEDTIME) "Responded Date", convert(varchar(10), ((wo.RESPONDEDTIME)-(wo.createdtime))/1000/3600)+':'+convert(varchar(10), (((wo.RESPONDEDTIME)-(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),((((wo.RESPONDEDTIME)-(wo.createdtime)))/1000%60))
User Management - first assigned time of a request
This report returns the first assigned time of a request. When the request was submitted and when was a technician assigned to it. This helps us know how long it was in the unassigned state. SELECT wo.WORKORDERID "Request ID", Longtodate(max(wo.CREATEDTIME)) "Created Time", longtodate(max(woh.OPERATIONTIME)) "Assigned time", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject", max(qd.QUEUENAME) "Group", min(prev.first_name) "Technician", max(ti.FIRST_NAME)
Can't login after disabled Allow Domain Filtering during Login
Hello, after disabled "Allow Domain Filtering during Login" i and my users can't login into ServicDesk+ How i can Enable this function with postgres SQL query?
Configuration Management - report to find the values of a picklist additional field
This report helps to find the pick-list values in the additional fields. First you need to find the name of the table name and the column name that holds the data by executing the following report: SELECT Tablename, Columnname FROM ColumnAliases WHERE Aliasname='Services' Then you can retrieve the pick list values. For example: SELECT Value FROM UDF_PickListValues WHERE Tablename='WorkOrder_Fields' AND Columnname='UDF_CHAR36' Replace WorkOrder_Fields and UDF_CHAR36 with the values returned by the
Configuration Management - SLAs configured / details of all technicians and requesters / last logged in time of technicians and requesters
Below report returns the complete list of SLAs configured in the application. SELECT sdo.name "Site Name" , sla.slaname "SLA", MAX(sla.duebydays) "SLA Days", MAX(sla.duebyhours) "SLA Hours", MAX(sla.duebyminutes) "SLA Minutes" , MAX(sla.fr_duebydays) "First Response Days", MAX(sla.fr_duebyhours) "First Response Hours", MAX(sla.fr_duebyminutes) "First Response Minutes", array_to_string(array_agg(au.first_name), ' ') "Escalate to" FROM sladefinition
Configuration Management - report for support groups and roles associated to technicians
This report returns the support groups associated to technicians. SELECT AaaUser.FIRST_NAME "FullName", (SDOrganization.NAME) "Site", (qd.queuename) "Group" FROM AaaUser LEFT JOIN UserDepartment ON AaaUser.USER_ID=UserDepartment.USERID LEFT JOIN DepartmentDefinition ON UserDepartment.DEPTID=DepartmentDefinition.DEPTID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID LEFT JOIN AaaContactInfo ON AaaUserContactInfo.CONTACTINFO_ID=AaaContactInfo.CONTACTINFO_ID
Configuration Management - complete list of request templates
This report returns the complete list of templates configured in the application. MSSQL: SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", STUFF( (SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''), TYPE).value('.', 'nvarchar(max)'), 1, 1, '') "Group", STUFF( (SELECT ',' + ug.NAME FROM UserGroups
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