Significance of Owned By Field in Support Groups
can you please explain the Significance of Owned By Field in Support Groups. how it affects the request
Business Rule: Change Requester?
Is it possible to change the requester via business rules or custom triggers? Here's our scenario for needing this: We currently use Zoho Forms for hardware/peripheral requests. Once the form is filled out, an email is sent to our SD+ inbox & CC'ed to the user who filled out the form. The ticket is created normally but the requester is always "notifications@zohoforms.com". It would be nice to have this automatically update to whomever is in the CC field of the email, instead of having the techs do
Administrator and Guest user and password at login screen
Hello, How can we remove Administrator and Guest user and password from login screen in all users ? Thank you
resolved report
Hi I am looking for a report that I can report on who resolved or closed a request. I have got a report but I also want to select the date rang for the report. The report that I have only show the resolved request that are created in a date range. So basically I am after who resolved what this week or last week or specific date rang. The below is the report I have but is only showing the created requests. select wo.workorderid "Request id",(re.first_name) "Technician", case when woh.operation='RESOLVED'
Solar (Hijri) Calender In Service Desk
Hi I have a question about calender of service desk can i add solar (hijri) calender in service desk my self ? if answer is "YES" please help me to add this calender thanks for help
Icons for Template Categories
Hello team ! How can I change an icon in "Template Categories" list? Unfortunatelly all icons in new created categories are the same. Thanks
Cannot import SSL certificate using he UI
Hi all, We have tried to import an updated SSL certificate, in .pfx format, using the the Admin\General Settings\Import SSL Certificate wizard. The error is: "The password entered is invalid for the certificateEndReply.pfx certificate" . The used password is correct, we have tested it by importing to the local computer store. I have attached a screen capture, and the method used is from here: https://help.servicedeskplus.com/introduction/install-ssl.html$Step3a SDP Build: 9422 OS: Windows Server
SQL query to update all users as approvers
I need a SQL query to update the field "Service Request Approver" = Yes, for all technicians and requesters. This is the only way to make sure all my managers in the company can be selected in the "Select Approvers" field.
Automatically Link Requests
Is there currently any way to link requests automatically? lets say that Site A puts in a request with Category 1, can that request automatically be linked to all other requests from Site A with Category 1?
Export list of workstations that failed more than 180 days to scan
How do I export the current list of workstations that failed more than 180 days to scan? Could you please help us, i need to generate report like as "Workstation/Server not scanned in last 30 day" on Asset tab.
Access Level is not restricted for Technicians
Dear Sir, I have problem with Technician Access Levels. When the request is created by the Technician that have access to all requests, before approvals are done, technician can edit, escalate request, but he/she should not be able to do. Please advise me to resolve this problem. Regards GG
Asset and Request
Hello, I would like to know if there is a query that allows me to obtain a list of the requests that an asset has associated with it. Many times a request has several associated assets and when making a query in the system only shows me the first asset that is associated with the request but not the others.
SDP - Non-admin techs unable to access Tree View in asset relationships
Most of the Technicians in our organisation have had admin access removed in SDP, since then they have been unable to access the Tree View and Cluster View in the Asset relationships tab. Our Technical Services team require this view for Server relationships to assist with patching and emergency restarts etc. Is there a way to enable this feature without enabling Admin access?
ServiceDesk using a lot of memory
The ServiceDesk app on our server is using a lot of memory. We only have 39 technicians who currently log into the system, but not at same time. 9.4 build 9414 MSSQL What can we do so memory usage is lowered? RAM is as the recommended size 4GB. It's running on a VM.
Service desk request with multiple agreements
Good morning/afternoon Can someone help with the way of creation a request to service desk with multiple agreements according scheme shown in attachment: P.S. Sorry guys for that *stupid scheme* but our boss want that shit, so thats why i need to do my business for having food and drink(please help)
Importing Sites to Chat Exclusion
Hi, we have quite a large list of Sites (600+), we want to pilot the Web Chat facilities so don't want it to appear for all Sites to start with. Is there a way of importing a list of sites to be excluded rather than having to type and select the 600+ sites? Thanks
Open chrome extension (vnc or teamviewer) as Remote Control without java plugin
Hi, We have problems to open Remote Control from Chrome and Firefox browsers. We would want to know if is possible to call to chrome extension as Vnc or Teamviewer to omit the java plugin from Servicedesk Plus. It would be very good. Thanks
Notifications that tickets have not been asigned
I can't write scripts , if someone could help me that would be awesome At the moment the tech's do not want emails notifying them that a ticket has been created, it's up to us the techs to look at the screen between idle times to assign a ticket to ourselves. BUT, sometimes we all get busy or forget to look at the screen so we would like to be notified after say 1 hour that a ticket is sitting in the Q unassigned. is this possible, how do I make a script that would do this. Help would be greatly
Implement OLA's alongside SLA's
Is it possible to implement OLA's (operational level agreements) alongside / in addition to SLA's? I need to be able to use OLA's to track performance of internal & external service functions that the ServiceDesk team rely on in order to successfully resolve requests in line with agreed SLA's.
Does ServiceDeskPlus support OLA's (Organizational Level Agreements)? If so, how?
We are new to this system, and trying to implement ITSM best practices in conjunction with ServiceDeskPlus. I don't see an option in Admin for OLAs or a means to create these through SLAs. Has anyone enountered this? If so, did you figure it out? All help appreciated!
Is there a way to re-assign an SLA?
Is there a way to re-assign an SLA that has been assigned to a ticket? E.g. we have the following SLAs: 1) SLA #1: Group = Level 1. Response = 30 mins & Resolution = 4 hrs 2) SLA #2: Group = Level 2. Response = 30 mins & Resolution = 8 hrs Scenario #1: Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. At hour 4 the ticket is still unresolved and they get an SLA Violation notice. Scenario #2: Our tickets go to our Level 1 team which triage
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
Count of Support Group assignments
I am trying to report on the number of Assignments made to different support groups. i.e. If a request is assigned to GroupA, then GroupB, then GroupC, then back to GroupA i would count this as 4 assignments. Is there any way that I can report on this?
API unexpected behaviour
http://<servername>/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=key&INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Open_System</value></parameter></Details></Operation> Response <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET_REQUESTS"> <result><status>Failed</status><message>Error when performing required
Prevent technician to create new requester while typing name on a new incident?
While a technician create a new incident, want to prevent to create new users (example misstype name). Is it possible?
Help SQL with query
Hi Folks - I have a query that returns all of my pending requests as long as Technician, emailid, request type are filled out. However, there are times people submit tickets by email, therefore, the Request Type isn't filled out. Can you help me adjust this query to return all Open requests where the technician is assigned, the request type is null and the status is open? Here is my query and I added the "Open" part at the end...Thanks!! SELECT wo.WORKORDERID "requestid", wo.TITLE "subject", std.STATUSNAME
[Webinar recording] 7 reports that will change the way you manage your help desk
In case you missed our webinar, 7 reports that can change the way you manage your help desk, here's a recording of the session.
ServiceDesk Plus 9423 Released
Dear Users, SDP 9423 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-70993 : Option to disable automatic delta scan. Admin >> Discovery >> Scan Settings. Issues fixed in 9423 Vulnerability SD-71557 : XSS vulnerability found in success/failure message pop-ups is fixed. SD-69428 : XSS Vulnerability in the Software Metering graph of the Software Summary page. Assets SD-70892 : In a certain scenario, issue
Closed vs. Resolved
New to Service Desk. What is the difference between closed and resolved when closing Incident Request?
Separate Line for Resource Info
Dear Support, Is that possible to make the Line separate in each as Mentioned in the PFA
ServiceDesk Plus 9422 Released
Dear Users, SDP 9422 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9422 SDF-69532 : Advanced Analytics integration for ServiceDesk Plus now offers reports on Project and Solution module. SDF-72903 : Support for Bulgarian language in ServiceDesk Plus Issues Fixed in 9422 Vulnerability SD-68374 : When a vulnerable license file gets uploaded, no proper error message is shown SD-69317 : Vulnerability:
SDP Report Query for audit history by changes
Morning, I'm new to this forum so I hope that this is the correct section for this question. Where or how can I get the query used in reports for audit history by changes?
Set Scheduled Start Time of a Task when Triggering from a Request
I have set up the triggering of a Task from a Request using the "Automatically trigger tasks once Service Request got Created" option on the Workflow tab of the Request Template configuration. When a Task gets triggered, the Scheduled Start Time appears to be assigned the current time when the Request is submitted. I have a date/time field on the Request that would be more appropriate to use as the Scheduled Start Time of the Task. Is there any way to set up an "On Form Submit" Field & Form Rule
Hardware video card
I would like the hardware report to state what video card is installed on a windows computer
report: Technician and roles assigned
I would like a report listing the technician and all the roles assigned to them. Please let me know Thanks you
Task: Estimated Effort change after upgrade
We've noticed that the time displayed in Tasks has changed from the actual time to only minutes. v9335: v9405: Is there a setting to revert the time displayed to the original format and not the conversion to minutes?
Allow Managers to see Employee's Tickets
In service desk plus each requester has a field for "reports to". Is there a way to automatically share tickets with the requester manager by using the "reports to" field somehow?
monitor asset
a monitor is a component asset, but, is it IT or non-IT?
Saving template issue
Since one or 2 week i notice i had issue when i was saving my template and now sometime i have to abandon the modification i have done because i does not save. thereis is a kind of wave on the top of the page seem to show it is doing something. but now, these issue increased as per update to 9422. i dig a bit in the logs and i found many errors in catalina0.txt. errors like : [16:47:31:363]|[10-16-2018]|[org.apache.tomcat.util.http.Parameters]|[INFO]|[88]: Invalid chunk starting at byte [25] and
Add 'Body' Paramter in Functions.py
Hi There - Can someone help me add the 'Body' (or whatever it's called) parameter in the send_email definition from the Functions.py script? # ------------------ Function to send mail ------------------- # sent to and ccAdd should be commma seperated email strings # configuration is a dictionary def send_mail(configuration,subject,text, toAdd=None,ccAdd=None): server = configuration['server'] port = configuration['port'] username = configuration['username'] password = configuration['password']
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