Time elapsed equal to 00:00:00
I've analysed the reports of last month in more details and I saw that for some tickets the 'time elapsed' is '00:00:00' with the 'request status' on 'closed'. The 'time created' is 'May 4, 2018 08:35 AM' and the 'close time' is 'May 4, 2018 10:32 AM' . Any one an explanation or a direction where I should go to analyse this. For the same month, we 've tickets were the 'time elapsed' is correctly calculated. regards Koen Vlemincx
Organization Roles
Can you help me understand the difference between Site Manager and Site In Charge ? I guess we can make it what we want, but I would like to understand what is the best practice. Maybe provide some examples? Is the Site in Charge is typically the Head of the Site (CEO) ?
Query to show how long a group owned a request
Hi, The following query works as intended: SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Technician", max(std.STATUSNAME) "Request Status", max(tech.first_name) "Due by Technician", max(g.queuename) "Due by Group" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN
[SOLVED]Technician on Leave
Hi All, I have another question, how can i set technician on leave to not received any request? Because i tried and apply comp leave to a technician on today's date, and create a request specific to the technicians group. With tech auto assign enable running round robin, the technician that is on leave on that group is still receiving request. Need help on this. Prompt reply is much appreciated. Thanks.
Report for time spent across requests, tasks and projects.
What I would like is a report that shows time spent on requests as well as tasks. So far I'm able to create a report of the following I'm happy with. Request ID Assigned Technician Requester Subject Time Spent Time Spent Description Request Status SELECT "rctd"."FIRST_NAME" AS "Time Spent Technician", "wo"."WORKORDERID" AS "Request ID", "ti"."FIRST_NAME" AS "Assigned Technician", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "ct"."TIMESPENT" AS "Time Spent", "ct"."DESCRIPTION" AS
Adding User to the Active Directory Group upon Service Request approval
We need to have functionality to add user into the Active Directory Group upon Service Request approval. Please let us know how we can achieve it. Ashish Kesarkar Mumbai, India
AppendOnRequestReferences
Dear all, explain plz for a newcomer how to disable this: SDF-65393: Email reply gets auto merged as conversation based on email header (in-reply-to header). This feature is enabled by default .It can be disabled through the Globalconfig Table in the database. [Parameter=AppendOnRequestReferences]. Thx!
How to Bulk Assign "Service Request Approver" to users mentioned in CSV
Dear All, We have 500+ Approvers in our organization. We have to modify each and every person manually for assigning "Service Request Approver" role. This is not easy task for 500+ Approvers. Please give us the method to update the approvers by importing CSV File.
Requester approval log
Is there some where in SDP we could trace the approval made to a requester? when we query requests by requester, its Request details does not show the entire workflow for a particular ID, just the initial request, but a approval log for respective requested would be useful for future reference.
[SOLVED] Duplicate Technican
We are in the process of cutting over to Office 365 and I am a test user. We are planning to rename our login names (UPN and pre2000) on A\D to make details more uniformed. . As part of the testing I changed my A\D login name (UPN and pre2000). To cut a long story short I had to recreate myself in SDP as a technician logging in via the domain. This has resulted in my name showing up 3 times under technicians. In future plan to merge the remaining technicians. I followed this thread: https://pitstop.manageengine.com/portal/community/topic/duplicate-technicians however
Remote Control Tools - Command
Allow the ability to put in a full path in the remote control tools that might contain spaces by allowing quotes around it (like any other command line execution). IE: "C:\Program Files (x86)\Microsoft Configuration Manager\AdminConsole\bin\i386\CmRcViewer.exe" $DEVICENAME Should launch it correctly, but it doesnt.
Measure the efficiency of your service fulfilment process by tracking delivery time
A help desk's service process is a blueprint that defines how requests must be processed. It covers everything from how requests must be categorized and assigned to the technicians, to how requests must be worked upon, including the workflow and the steps involved. Tracking the efficiency of the service process is cumbersome and often involves chasing several metrics. A good place to start is looking at your service delivery times. Service delivery time, that covers the total time between request
Is there a way to integrate ZohoCRM+ within ServiceDesk?
Title line. Many Thanks, -JCGrindstaff
Import hour registration from ManageEngine to Accountview
Hi there, Im doing my internship at the moment. At the company they use ManageEngine servicedesk plus. In this program they fill in the hourregistration. Now, i'm looking for a way to put this registred hours into another system called 'Accountview'. Is there a way to export and import this data? (maybe via XML?) The reason for this is that they want to automate this proces instead of putting the hourregistrationlist into a CSV file and import that into Excel. Im totally new to this program, so
Restore from backup... "Enter password"
Hey. I try to restore the backup, but after selecting the correct archive I get a request to enter a password. But I did not set any password when creating a backup! What is the password then?
Incoming Message and Outgoing Message
Hi, I am recently trying service desk for my company. When I try in my local computer, it works well. But when I implement it in the server, I configure the same settings as I did in my local computer, the application cannot send outgoing message. It says "Send Notification Failed". Also sometimes I have trouble with the incoming message. Some emails are not appearing in the application, whereas the email have already been deleted in the original one. Please, anyone can help? Thank you
Doubt about pending requests
Hi, How to do setup pending (waiting) requests to change the status to "completed/Closed" after n days? When I edit my request, I change the status to "pending" (waiting) and I click on checkBox "Schedule change from status to", but only the "Open" option is shown in the ComboBox How add the status "completed/Closed" ? Thank´s
ServiceDesk Plus 10020 Released
Dear Users, SDP 10020 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability : SD-77126 : Reflected XSS vulnerability found in all listviews. Requests : SD-77989,SD-78062 : In some scenarios, adding or editing a request resolution with content size more than 16kB causes out of memory crash. Admin : SD-77842 : When a user enters a valid email address while configuring Incoming EWS server, "Invalid
Wait for ESM on premises?
Hello, we deployed SDP on premises in the first quarter of this year and our company is crazy about the solution and every department wants to implement it. We have read about ESM but we understand that it is only offered as a cloud service, What do you recommend? wait for the ESM to be deployed on premises? how long that would take? can we negotiate something like like buying the cloud solution and then redeploy the solution on premises when it is ready?
Problem with variable $Description in notification
Hello to all, after upgrade to 10014 build we have experienced a problem with technician notification. If we include de field $Description in new reply alert to technician, technician only received the first line of reply. Here you have an example of configuration and final mail: Configuration Estos son los datos de la solicitud a la que ha respondido el cliente. Solicitante : $RequesterName Creado por: $CreatedBy Tiempo para su resolución (SLA): $DueByDate Categoría: $Category Descripción: $Title
Statistics on trimmed backup
We are running a trimmed backup and it has been running for 1.5 hours. our ticket number that recommended to run a trimmed backup is 5266860. Can you tell me how long it should take to run a trimmed backup? we have 200 technicians, and a little over 1000 nodes.
[SOLVED] API Return custom Field
How can i return the info in a custom field? <API version='1.0' locale='en'> <criterias> <criteria> <parameter> <name compOperator='IS'>CI Name</name> <value>ComputerName</value> </parameter> </criteria> </criterias> <returnparameters> <name>Custom field</name> </returnparameters> </API> "@
Let’s Encrypt integration
It would be great to have automated https://letsencrypt.org/ integration to take the hassle of certificate management away.
HTTPS for ServiceDesk on Windows with LetsEncrypt
Can anyone shed some light on if this is even possible? I'm still quite new to the world of SSL Certificates, but I've successfully installed LetsEncrypt for Windows IIS. How do I do it for Tomcat & ServiceDesk on Windows 2012 Server? Perhaps the answer is to install ServiceDesk on Windows IIS, if possible?
Assigned Time Rules
Maybe there is a way to do this today and I may have over looked it, but I would think assign time rules would be a nice addition to the SDP functionality. The problem I am trying to solve is that level 1 technicians assign the ticket to themselves from the main grid to set the assign time, which something we measure (I know be careful what you measure). I have run a few reports and as long as the technician is changed from none to a named technician then the assigned time is update in SDP. I
[SOLVED]Hiding Status Entry for a specific Request Type
Hello, I am trying to hide the Status Entry (eg. Waiting for Approval) from a specific Request-Type (eg. Service Order). i think this is only do-able by a script via Custom Triggers, but unfortunatly i am not that good with python scripts. Maybe someone can help? Thanks and Regards.
[SOLVED] Auto change Status after some time when waiting for an answer
Good Day, If we are sending a message out of a ticket, we often put the status on Hold, which does also stop the SLA as long as the status stays like this. If the customer however does not reply to the message, the ticket stays like this and no one is looking after it anymore and there is no progress. It is kind of a dead end. Is there an option to prevent this from happening? For example, the status changes automatically to in Progress after 5 days or that the system sends a reminder to the customers
[SOLVED] What happens if the license of ServiceDesk Plus expires?
Hi All, our license is expiring in 29 days. We are looking for an extension of our annual subscription, but I am curious what happens if we let the license expire. Will all functionality still work, or is there a downgrade of services / functionality when the license period expires? Regards, Norman
Prevent technicians from picking up tickets without filling in mandatory fields
So we have setup On Form Load rules which work great - if we want to change the tehcnician from Unassgined to Assigned - this mandates fields like category etc. this does not apply to 'Pickup' though so when a technician selects Pick Up request, it will allow to get the technician assigned without entering mandatory fields. How to make Pick Up invoke Mandate fields requirement? Thanks.
Keyword Search - Very few number of results
Current version 10017 In the keyword search on the home page at the top, with Default Search chosen, the number of results are very small for the word being put in. Example, the first name of a technician that has been using it for over 5 years got 19 results. Is there an explanation for so few results? Also the documentation on using the keyword search is very thin. I do not see anything talking about how to use wildcards, if double quotes or Boolean can be used. Also what does the [/] mean in
Mobile App Android the absence of push notifications
webapp - 10.0 build 10010 and 10011 too. mobapp - 4.8 Hello! Not completely understood why and when push notifications was stop to working. We just having notification in Bell Button at the right top of the App. I thought it was about connected Let's Encrypt ssl cert, but it was disabled and nothing was happened. Configuration of the Notification Rules is attached, and it hadn't changed never. at serverout log: [SYSERR]|[INFO]|[2546]: at com.manageengine.servicedesk.notification.plugin.MobilePushNotification.pushNotificationToAndroid(MobilePushNotification.java:284)|
ServiceDesk Change Notification
Running ServiceDesk Build: : 10.0 Build 10017 We've had training on this already by ManageEngine however I am continuing to struggle with notifications on Change Management. There are too many notifications. I have changed the workflow and removed any individuals from the notification list yet it still sends out notifications. For Example. We have a simple change control process. 1. Requester submits a change. 2. Change gets created 3. Requester completes the planning stage No email notifications
Increase Limit for Associated Changes to Projects
I've been working on a large project with that has many associated changes. I have found that ServiceDesk limits the amount of changes you can associated to a project to 25. Can this number be set drastically higher? For smaller projects this may be fine but any larger projects could easily have more than 25 changes associated. Thanks
(SD-78307)Approver search does not work 10017
Good day! I have problem after upgrade SD version 9335 to 10017. When I use search, in funtionction "submit for approval", and do input first name recipient, SD don’t search it, but show loading list logo. This situation continues 8-10 minutes, then I can choose recipient. I think the query is incorrectly work. Is too long time. How can fix it?
ServiceDesk Plus 10019 Released
Dear Users, SDP 10019 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed SD-78311 : When the Priority matrix is enabled and the "Allow requesters and technicians to override the Priority Matrix" option is disabled, users are unable to update the request [Inline Edit and from Resolution]. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
[Free webinar] Busting the Analytics Myth: Can Analytics really help you improve help desk processes?
Hello folks, Join us for a session on May 23, 2019, where we put analytics to the test and answer the following questions: Can analytics offer new insight into your help desk? Aside from basic help desk reporting features, what else does analytics have to offer? Does analytics have any role to play in defining your help desk strategy? Date: May 23, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Click here to register. Don't worry if the webinar timings don't work out for you. Register anyway, and we'll
SALES
Good morning, I want to acquire ServiceDesk Plus directly to the company, paying with a credit card, is this possible? What is the deliverable after payment online? Thanks You.
No Notification when Sharing a Request to a Department
It is possible for an entire to department to be e-mailed when you share a request with the department? Currently, when I share a request with an individual user an e-mail is sent but this does not seem to be true if you select a department to share the request with. Thank you, Matt
multiple ldap
Hello, Is it possible to connect multiple ldap at once for import users? Or I need to import them separately?
[SDF-30782] Additional Field similar to Description field
Would be nice to have another field to import pictures into the notifications. Using the current notification html don't allow pictures to be emailed to mobile devices. But, If an image is in the Description field it works. We want to add an header with Company logo on top of each notification. ServiceDesk Version 10, Build 10009 MSSQL database
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