Both techician and requester for different sites
Hi all in a customer SDP configuration there are a lot of techichian dedicated to support a specific site (called Field) but at the same time they could be requester for a different site (called HQ). There is the way to "switch" view from techician to requester? If i assign them also for HQ they can manage also other tickets. Thanks
Technician Licenses
Hi, How can I see when technician's last logged in by date and time? Thanks, Tracy
Can I add an attachment or link to a document in service catalog request template
Can I add an attachment or link to a document in service catalog request template
Creating request using API, duplicate display name
I create new requests using the API. We have some requesters with the same display name, but unique email addresses. From what I can se the only way to specify the requester is using: <parameter> <name>requester</name> <value>Firstname Lastname</value> </parameter> However, when there are two users with the same name all requests get assigned to the first of them. I want to specify the requester with a mail address since all mail addresses are unique, however
Request - Assign Tech, auto select their group
When assigning technicians, you select the group and then the technician drop down has whoever is in that group. Possible via trigger or other to reverse that? When I select a technician, I want the group to automatically populate with that tech's group. If multiple, give me the first as default. It would automate the assign process and remove a step and also force the group field to always be populated.
Support groups
Hi I have support groups set up with technician for each support group , i would like to know how do i set it up so that i can allocate tickets to the support group so that the technicians in that support group can pick the unassigned tickets in their group for instance support group ( Network Infrastructure) all network related calls are allocated to this support group and all technician in this group can view the tickets and pick them from this group
All tickets sorted by hour
Hi there, is it possible to get an overview for all tickets created, sorted by hour. So that I get a table from 0AM to 12pm and the sum of all tickets to every hour. Thanks in Advance. Florian
What is the best way to find out the SR# of a duplicate ticket that has been created
This is a bit of a silly question, but when I create a duplicate ticket, it doesn't appear to put me on that new ticket. It also doesn't provide me with the ticket number (which would be a big help). Aside from having to change filters and look for the newest request, which is time consuming and cumbersome, is there an easier way to get the newly created request number or get to the ticket? Thanks, Adam
Reports standard free edition
Hi I am trying to see whether we could generate reports with the free version of the product. As, I did not see anywhere in the standard version that I could go ahead and create the report. I hope we could, as I would like to generate reports based on critical, medium and low incidents. In that way, the management could see the reports and find out that we meet the SLAs. Appreciate your feedback and help no this. Thanks John
Generate report for 'Time Taken to Resolve'
How can I generate a report of a sum of 'Time Taken To Resolve' in 'Work Log Details' on all 'Closed' tickets in a specific time period, against the different type of 'Service Category'?
Office365 - MailFetch Issue
Hi, Out of nowhere last Saturday the ServiceDesk Plus stopped Fetching e-mails. Upon looking at the log files I noticed the following: [12:52:09:721]|[09-17-2018]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[116]: Check if the username and password are correct| Although the password didn't change, nor is it set to expire and I do have the possibility to login to the account through office.portal.com with the password provided in the servicedesk. It doesn't look related to the certificate
Failed to send the notification
Greetings, We have a problem when sending mail from servidesk plus "failed to send the notification" Please help Thanks Regards, Erick Gamboa
Survey report
HI, Need help to provide report query for below values: Request Title Requester Request Created Time Technician Completed Time Rating
Do you guys update this roadmap portal?
I am looking at the roadmap portal and it was last updated like 5 months ago. https://www.manageengine.com/au/products/service-desk/help/adminguide/roadmap.html
Field and form rules
I'm trying to use FAFR to hide the item field if a specific category is selected (on field change). Unfortunately, once the subcategory field is selected the item field is displayed once again. Maybe I'm missing something so I would appreciate some help.
Add open ticket queue amount to initial Requester page ?
Hi, we have a report, which shows in graph amount of tickets for each site per category. We would like to show the graph of already opened ticket queue per category to each site requesters, when they login, so that they know, what is the amount of open tickets before them. Is there a way to do this? When I try to customize the self-service portal settings, I cannot see a way to add such information for our users. Any help is much appreciated. Regards, Jan
Are there any means to trigger a custom form to be filled out when a request is edited ?
What I need to do for compliance reasons have the technician answer a series of 5 -10 questions when closing a request - this is for NERC-CIP compliance
Double Technician listed
Hi all, My colleague rename his account to a new technician as he left the company. The other deleted this user and created a new one. Now we have double entry under the action button to assign a ticket. Do you know where in the DB i can fix this view? Tried to search the tables, but can't find any. Thanks!
ServiceDesk Plus 9416 Released
Dear Users, SDP 9416 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9416 : Vulnerability : SD-69292 : Vulnerability of an unauthorized user able to create, edit, and delete currency in the application is fixed. Requests : SD-72110 : Purchase requests couldn't be associated with a service request from the service request. Purchase : SD-70963 : Purchase Requests with similar vendors are not listed in
How to upload the emails that come in as requests to the ticketing system and create tickets
We lost one day worth of data in the DB. How can we import those emails that automatically creates as tickets into the system and put it back in the same format like ticket number, date and time.
ServiceDesk Plus Spell Check Dictionary
In the recent past versions I swore there was an option to select Google as the spell check dictionary, as of now in version 9.3 Build 9335 that option is not visible if available at all, we have all our techs wondering why the built in spell check is bad and offers worse spelling/pronounce options then our own. Is there away to change the spell check settings or is it set by the default browser being used? (Mine is Opera LOL)
support group with email
Hello, i need to retreive the list of group and email of this group, first to check which one does not have a email adress and create it. second to create a file that will be use as input in a python scripts. any idea ? SQL, report etc... regards,
Report Request
Hello, Is it possible to find all tickets in a certain status and move them to a different status? I'd like to get tickets that are waiting on a vendor to move back into an open status so they can be followed up on. Any information would be helpful. Thanks, Matt
Alert Technician notification not working with a Business Rule
Hello, I have a business rule configured with an action of Assign to Technician and also have the notification rule on to alert technician by email when a request is assigned. The notification rule doesn't seem to be working, but the tickets are being assigned properly. The technician never receives an email. Is this not the intended function of that particular notification rule? Does the technician have to be auto-assigned in order to trigger that notification? 9.4 Build 9413 Thanks, Josh
Servicedesk not responding
Hi, when we use the mail module of servicedesk, we often get the browser message at the button, that servicedesk is not responding. I know this is a combination of the network, infrastructure and application. Is anybody else having this kind of error? it is quite annoying when you have a lot of tickets and want to use the dialog functionality within servicedesk. We are running the latest version of servicedesk.
Change the status to denied
We're looking for a way to auto change the status on an approval request that has been denied. Currently when we receive a ticket that requires approval, the help desk manually submits it to the appropriate party for approval. Generally speaking, they are always approved. However, lately I noticed that if one is denied, it returns to the regular ticket que and looks identical to a ticket that has received an approval. Is there a way to change the status on a ticket which has been denied to a denied
Technician_cachecount and others
Hi, according to the performance guide I should modify technician_cachecount and others in globalconfig for better performance. However, the parameters are not present in our globalconfig. Can I simply add them? Which category and id should they have? Thanks Michael
Logs about the abnormal termination of the SDP server
Hello. Where can I see the logs about the abnormal termination of the SDP server? Logs by addresses "<SDP installation dir> / logs" and "<SDP installation dir> / server / logs" are empty. Logs by addresses "\var\logs": Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server ... CLASSPATH: /opt/ManageEngine/ServiceDesk/bin/run.jar:...
Survey Skipped users List
Initiated the Survey, some of the Requesters are skipped the survey. How to know who are the users skipped the survey Immediate response appreciated
SDP 9.3.9335: Hardware system requirements
Hello. Tell the hardware system requirements for SDP 9.3.9335, depending on the number of request nodes. With respect. Igor Stepanenko.
Add Employee Name into a tabular report.
We're trying to run a report on all access that was removed with in the last 60 days. I've ran the report and can see the requests for each event, however it does not include the Employee name (without opening each hyperlink). Is there a way to add employee name as one of the columns shown in the report? The current report query is: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject" FROM WorkOrder wo WHERE ((wo.TITLE LIKE UPPER('%Please remove all Access to Systems and Facility%')) AND
Requester cant show the list of technician or support group to select
Hi I have recently added requester and technician in SDP and login with requester account. When adding a new ticket I am not able to select the technician or any support group to assign my ticket to them. Please help!!
E-mail Id(s) to Notify on Service Requests
We are wanting to use the Email Id(s) to Notify field in the Service Catalog to automatically send an email to a specific individual when a specific service request is created. When I drag and drop this field on the form, there are no options for it. Can I set a value for this field--like an email address or select a specific Requester? Essentially, when we create this service request, we want another requester to immediately get a notification about it. We're using SDP 9417. Thanks!
Move asset to expire state
Is there a way to automatically move assets to a retired state if they haven't communicated with the server in a certain amount of time? We would like to have assets set to state of expired if they can't communicate past 90 days.
[Webinar recording] How to implement continual service improvement in your help desk - Part II - SLA compliance
Here’s a recording of the second part of the three-part webinar series on implementing continual service improvement in your help desk using analytics. To register for part III of this webinar series, click the button below. Click here to view the recording of part I of the webinar series.
Requester cant view technician or support group list
Hi I have recently added requester and technician in SDP and login with requester account. When adding a new ticket I am not able to select the technician or any support group to assign my ticket to them. Please help!!
Query report that shows count of both Requests and Tasks
Hi I need Query report that shows count of both Requests and Tasks group by status in same table Is this available Thanks :)
Generate technician wise report in tabular format with Custom details
Dear Team We need to generate the report with following details in tabular format. Report should be technician wise : 1. Total Call logged 2. Total Closed Call 3. Total Pending Call 4. Total On Hold Call 5. Total SLA Violated Call Data base: Inbuilt Database in Windows Please suggest and guide me. Thanks for Advance.
Generate technician wise report in tabular format with Custom details
Dear Team We need to generate the report with following details in tabular format. Tool Used: Manage engine Service desk Plus Report should be technician wise : 1. Total Closed Call 2. Total Pending Call 3. Total On Hold Call 4. Total SLA Violated Call Data base: Inbuilt Database in Windows Please suggest and guide me. Thanks for Advance.
Service Desk Portal
Hi there, Is there a way of embedding a public report graph on the service desk portal for requesters to view as a widget? Thanks in advance.
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