Sites in ServiceDesk
Hi I see that you are not able to choose the drop down list for Servicedesk as a regular user but the Sites are only visible to Technicians and Admins. Please, let us know how we could enable the sites options so users can choose the sites that they belong to. Thanks in advance
SDP data integration into BI - Where to find information?
Hi there, we're working on integration of SDP data into our BI software and our dba is asking: - where can I find the information about the real ticket total resolution time, only considering working days/hours (8 hours/day and 5 days/week)? - where can I find information about Technicians scheduler entries? we're on SDP 9.4 Build 9415 and Postgres Thanks a lot in advance alessandro
Custemize ServiceDesk Plus
Hi everyone, i want to ask: Can I edit the title? (attach) Can I create more similar menus? (attach) Hope to get help Thank you very much
[Tips & Tricks] When you really need a useful description in ServiceDesk Plus
Do you often struggle to get your service team to enter meaningful information into a request description other than ‘Done’ or a copy and paste of the request subject? Here’s a little trick we employed with one particular client to get the team into the habit of considering what they were actually entering into the description field in a request in ManageEngine ServiceDesk Plus. This little trick employs ‘Field and Form Rules’ on either an Incident or Service Request Template. In this particular case,
Add custom Text and Link into Indecent Template
How can I add some custom text and link into a indecent template? I'm looking to add a static link to the solution article on "How to copy and paste"
Use of Additional Change Roles
In the workflow for changes, there is the ability to use all the other "change roles", and even in change roles, there is the ability to create new roles. I can't seem to figure out how to utilize those roles in the change. As it stands we can select "change manager", "change owner", "change requester". What if i have a different "change approver" or "change reviewer" that isn't a static person. i.e. it needs to be selected. How are others using these additional roles? As it currently stands i can't
ServiceDesk Plus 9421 Released
Dear Users, SDP 9421 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9421 SD-73564 : Cross site scripting vulnerability is present while viewing the asset details page. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
[Tips & Tricks] Find out if an expired asset reappears with ServiceDesk Plus and AssetExplorer – Part 1
As part of the asset management lifecycle, you would change the Asset State in ManageEngine ServiceDesk Plus or AssetExplorer to reflect if an asset has been ‘Disposed’ of or has ‘Expired’: This has the advantage of releasing an asset node license for commissioning against a new resource in the asset register, keeping your ManageEngine license costs down. However, what if that asset was to somehow reappear in the environment? A helpful technician who managed to resurrect a device perhaps? The reappearance
Windows Domain Scan
have configured a Domain entry that includes:- Domain Domain Controller Login name and Password (which is an AD Domain Admin and has the SDAmin role and no other. When I attempt to run a scan I get a permissions error message. See attached. Can anyone advise?
Approval Issues? Multiple approvers listed but only one can actually approve the request
Hello, I'm just wondering if this is a known issue and if there is a fix? We upgraded to 9224 this past weekend and now our approvals system is broken. We often send approvals to multiple people for each request but now, only one person can approve. If 5 approvers are listed, the first person to approve is able to and the rest are not. They get a message that "the request is already approved" although they have open approvals. Can anyone help?
Need in preset "due by date''
Hello, I need in preset "due by date'' for a filter that shows requests which deadlines today and tomorrow. I know how to show it using extended search, but this action needed everyday changing date.
Hide 'Change Template'
Is it possible to hide the 'Change Template' option for Requesters? I don't want people to be able to change this when they select an Incident Template from the Request Catalogue. I am hoping that the attached picture shows what I mean. TIA Ian
question about - Change custom trigger
Wonder is action could assign a change manager based on a criteria.
9418 requester portal not mult-lingual
Just tested the new 9418 (well 9419 actually) and discovered they changed the widget to raise a new ticket in the requester portal. Basically there's 3 options: - Create an issue - Request a service - View all solutions Turns out these options doesn't translate like the rest of the product. So if you have the multi-language edition, be careful berfore you upgrade past 9417! Someone asked this in another thread, and got no answer, so I'm gonna try: Is there any way to bring back the old widget? /Rasmus
[Free webinar] 7 reports that will change the way you manage your help desk
Today's help desks generate so much data that without the right reports, it's impossible to get any useful insights from it. This is why we're offering a free webinar to discuss important help desk reports that are guaranteed to inspire and impact your management decisions. In this webinar, you'll get answers to key help desk questions, such as: 1. What's impacting SLA resolution times? 2. Why aren't customers satisfied? 3. Why are technicians frequently rerouting tickets? Date: October 18, 2018
Survey Report result
I run the following query but only get months 1-8 January Through August but should be get 1-9 with September SELECT DateTable.YEAR 'Year', DateTable.MONTH 'Year/Month', SentTable.SENT_COUNT '# of surveys sent', ReceivedTable.RECEIVED_COUNT '# of surveys answered', (SentTable.SENT_COUNT-ReceivedTable.RECEIVED_COUNT) '# of surveys unanswered', (ReceivedTable.RECEIVED_COUNT*100)/SentTable.SENT_COUNT 'return %' FROM ( ( SELECT YEAR(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000)) 'YEAR', MONTH(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000))
Reporting on Custom Field (Not Common)
MSSQL SDP 9.4 Build 9419 Hi i would like to run the below query but i need to include a field called "Category of the Request" with the below details: API Field Name Type Column Name udf_pick_1216 Pick List - - UDF_CHAR32 SELECT "wo"."WORKORDERID" AS "Request ID", "scf"."GUDF_CHAR2" AS "PR Priority", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "wo"."TITLE" AS "Subject", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician",
Reports
Hi, a: how do I disable System-Reports ? For legal reasons we want to disable (better: delete) certain reports, especially those which show data about people (ie technicians and their workload). May sound strange, but thats life. Otherwise: b: If we have reports A B C and we only want person A see report A and B-B and C-C and so on: how do I create such a role? Or can I create reports for groups? Thanks for your help SDP Build 9416 Nicole
reports
scheduled reports only on weekdays
Yes/No questions in resource fields SDP
Hello, I was wondering why, when creating a question in a resource on a SDP form, that the yes and no on the drop down flip around and alphabetisise themselves? When creating the form and pressing the drop down, Yes appears at the top, and No at the bottom. Upon saving the changes to the form, these flip around with No at the top, Yes at the bottom. Is there no way to order these two options how you would like them? Hope this makes sense! Thanks
Problem after 9417 upgrade
Hi Upgraded my SDP 9414 to 9417 last night and after upgrade the small box to the right that show if other technician look at the same case does not show up at all now. I have the same error on my test environment. Is this a bug or a new setting that must be enabled?
Performance Issues
We're still experiencing performance issues with our new 9414 build. Pages and data take awhile to upload or refresh. We had a support call yesterday and completed this step in our db: ALTER DATABASE servicedesk SET ALLOW_SNAPSHOT_ISOLATION ON ALTER DATABASE servicedesk SET READ_COMMITTED_SNAPSHOT ON Are these steps still valid for v94 and above?: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100006.html
Export all ticket values from a specific additional field to a csv file
Hello, We have created an additional field called Location for incidents. This is an open field and the requester has freehand to input the desired value on the field. We want to know if there is a way that we can extract all this values from that specific Additional Field called Location to a .csv or .xls file to then add them to a pick list additional field. Regards, Jose
Any new server software requirements for 9420?
Hello. I have SD version 9204 and would like to upgrade to 9420, so I wanted to know if latest version requires any different prerequisites? For example, some systems require new version of Java, MS SQL, etc. to be able to upgrade to a higher versions. I tried to find info about SD requirements per version but found only general ones here https://www.manageengine.com/products/service-desk/system-requirement.html So I wanted to be sure if I need to change something or not. Also, if I am not mistaken,
Notify Task Creater
Is it possible to Notify the creater of a Task when a Task is completed even if the request is not assigned to them? Thanks Jonny
Search by Task ID
Can we add the ability to search by TaskID in the Global Search. It is very inconvenient to have to search through the main task list or through a Project to find a task. We're not sure why this hasn't been implemented yet unless there's some technical reason.
This file is loading slow -- sdp-icons-pack1.png
What is the purpose of this file: /images/sdp-icons-pack1.png? It is loading very slow on SDP: about 4 secs.
System Log Message - How do we know what was updated?
System Log Message - How do we know what was updated?
How do you manage onboarding/offboarding tickets?
I want to automate certain tickets based on category. Specifically, if I have a category "Job Changes", with a sub-category "New Hire", I want to automatically populate tasks like create AD account, assign/configure phone, assign computer, etc. I have SD Plus Pro.
On Hold requests and SLAs
Hi there, just a quick question. If a request has a Due Date set by an SLA, then is put On Hold. While the request is On Hold it passes the Due Date. When the request status changes from On Hold -> Open does the SLA recalculate the Due Date or will it violate (red flag) the request because its still open passed the Due Date that was originally set by the SLA? Regards, Willus
Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
requests
Is there any tool which can leave group reminder but per request... for me important is that it could pop up. that's why notes is useless for me, I need it to pop up
Service Catalog - Is there a list collector field type in SDP?
I am currently building a service catalog that requires users to select 2 or more options from a field. An example is -- I want the user to select 2 or more countries from a list of countries. However, there are approximately 196 countries in the world today and using tick box will consume too much space in the UI. When I was working with Service-Now a few months back, there is a field type called: List Collector. Is there a similar feature in SDP? The list collector looks like this:
Has anyone experienced problems with custom translations in SD 9420?
Some of our custom translations aren't translated anymore, after we updated to 9420 or maybe 9414 before that. Has anyone else experienced the same thing? Trying to figure out if I should create a support ticket with ManageEngine... /Rasmus
Add user instructions to Incident Template
We are having continual issues with users not logging all the information we need to solve their problems. I would like to add some text instructions to the incident template with a list of information that should be included if relevant. Is there any way to add static text that is not in a field onto the template? Alternatively I could add a multi line text field that is not editable, that has the instructions as default- however I would need the field to go across the whole width of the form (same
Implementer cannot see changes on calendar
When a user is the implementer and not the requester on a change, they are not able to view see it on the calendar.
Export to CSV
Hello Support, I am looking to create a query to export data within a certain range to a CSV. The information I am looking to have exported is Category, Sub-category, Request Mode, Technician, Created Time, Completed Time, Subject, and Resolution. Please let me know if you require more information. Regards, Chris
Attachments being embeded
Hi, We have a requirement sometimes for email attachments (*.MSG) to come into Servicedesk as attachments, yet Service Desk Plus trips the attachment and embeds it into the email. Do you know how to keep these from being embeded?
technician rule for ticket status
does anyone know if there is a way to auto set the ticket status when I assign a ticket to a certain technician. I have 40 technicians and some work nights i would like to change the status from open to something else without having to go into each ticket. i looked in business rules those only work for new incoming requests
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