Solve and Close button for requester...
Fradmin 03 Aug 2018 11:37 AM ( just now ) Hello, is there any function within the software, which allows the requester to close the incident without the need to solve it from a technician first? Preferably would be an button like "Solved, close now".. Thanks in advance guys! Fradmin
Upgrade Manage Engine from 9.2 (9238) to 9.4 (9414)
We need to upgrade our Manage Engine from 9.2 (9238) to 9.4 (9414). We look at https://www.manageengine.com/products/service-desk/service-packs.html but there aren't steps from our version. Anyone could help us?
Error in download attachments after upgrade to 9414
In build 9414, there is problem in download attachment after submit requests. When you attach pdf or office documents (xls, doc, docx,....), after submit request, it cannot be downloaded by technicians. Again, it repeats in change requests.
Report for software change in month
Hi, Can i get report of software instaled and uninstalled in month. I saw it in Detailed Audit Trail Reports but i could not export to excel file. Thank you, Khanh
Restore database
I am trying to restore our production database to our test database and it is asking for the password to the database. They are both on the same version 9413 and SQL 2012. I am not sure what the password is. How do I query the password?
Mail SSL/TLS
Hi, I have a problem ... We have been testing SD Plus v9.1 Build 9100 and everything is fine. But since they made changes to our mail server, the application stopped sending notifications. I have configured everything as requested by the server configuration, but it has been in vain. My mail server is with cPanel. Attached photos.
Certificate install for service desk
i want to install Local CA for ServiceDesk, But i dont get .REQ extetion file, Can you help me please ?
User Onboarding
I have a question that I hope someone can possibly assist with. We use SD+ as our incident management tool When when do user onboarding our process is for HR to open a ticket. The issue I have is if a user needs access to multiple network locations and applications, approval is required from multiple different business units. Is there a preferred way to gain these approvals using SD+ without having to open multiple incidents and link them together? You cannot send a task for approval off an incident
SDP 9404 to 9414 - how to ?
Hi ALL! I have SDP 9404 in Windows 2016 + MS SQL 2014 as DB-server for SDP. Where is step-by-step guide for update SDP to 9414 ??
Adding new domain
Having problems adding new domain, need help.
Error when trying to run any report
SDP Standard v9414 Whenever we try running any kind of report, we get the attached error message. I have also uploaded the logs here: http://bonitas2.zohocorp.com/zipUploads/2018_07_29_23_42_18_o_1cjjj8huo1ghk1lhdll217sa1bu51.tar.gz Could you please help us sort out the problem? Thank you!
previous week activity
All, I am trying to create a weekly report for the prior / previous week. I have searched on here and found some good examples, but it isn't exactly what I am looking for. Hoping someone can help. Ultimately I am looking for a report the is broken down by category / sub-category, that shows the count of the number of tickets that were open at the beginning of last week, inbound tickets last week, tickets closed last week, open tickets at the end of the week. Going across the line for each category,
SLA Reports
Is there a way to filter out SLA violations based on who owned the request at the time of the violation? Say technician A owns the ticket, and SLA is violated so technician B picks up the requests, works it, and then resolves it. When I run my SLA report, the violation shows for technician B instead of technician A. I need a way to accurately measure who is struggling with SLA violations. Thank you!!!!!
ServiceDesk Plus SLA Reports
How can I run SLA violation reports that return results for the technician who owned the request at the time of the violation rather than the technician who owns \ owned it? For instance, technician A owns a request and violates SLAs on that request, and technician B sees the violations and picks up the ticket, works it, and closes the request, when I run reports for SLA violations, the violation shows under technician B rather than technician A. I need accurate report results to measure and work
Convert query to show minutes and Seconds
Hi. I have this query that works well in showing the time between 2 statuses. I am running into discrepancies, where the system is round the minutes. Is there a way to modify this query to show Hours, Minutes, and seconds? The query is in MSSQL. Thank you very much. Dave SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",LONGTODATE(wo.completedTIME) completedTIME, woh.OPERATION "Operation",LONGTODATE(OPERATIONTIME) OPERATIONTIME,scd.NAME "Subcategory",icd.NAME "Item",ti.FIRST_NAME
Looking for PowerBI or Tableau dashboard template
Hi, I am looking PowerBI or tableau dashboard template to generate SDP MSP report. does anyone have test it successfully to poll data from SQL database under SDP MSP? thank. you.
Show home page after clicking on new incident
Dear Sir, Is possible when we click on new ticket ,It takes me to home Page.PFA
Does ServiceDesk Plus offer any quick ticket functionality?
Is there any way to form quick tickets where you choose a ticket type from a list of quick tickets, fill out a few fields and close it without having to save it first? This really helps with ticket entry of simple, redundant tasks like password resets. Username, system name, password reset, completed, then save all in one step.
Change task visibility for Requesters
Dear All, We have been receiving feedback from requesters in our organization that they are not able to know the status of a ticket, which has different tasks created. As an example, when we have a new User on-boarding and several tasks are triggered to different teams, for hardware, access to different systems (different teams), phone extension, etc etc. We would like to select some of the tasks to be visible to end users so they could have information of what had been done and what is pending,
Images in work log entries
Hi Any chance you could make it possible to paste images into work log entries? It's very often handy to record a screenshot relating to a job, but at the moment the only way I've found to record things like that against a request is to add a reply to the conversation with the ServiceDesk as the recipient. Not ideal for two reasons. 1, it confuses the 'discussion', and 2 it becomes part of what the requester can see. Best regards, Paul
Deleting a technician
If I delete a technician, what will happen to: - the notes this technician created? - requests that were assigned to this technician?
error when running the following query report
When recently updated our Servicedesk to Build 9414 and now we get an error when trying to run the following query report. Query: SELECT projectdet .PROJECTID "Project Id",projectdet.TITLE "Project Title",projectstatus.STATUSNAME "Project Status",projectowner.FIRST_NAME "Project Owner",c.comment "Comments",md.Milestoneid "Milestone ID", md.TITLE "Milestone Title", mdon.FIRST_NAME "Milestone Owner", mst.StatusName "Milestone Status" , LONGTODATE(MD.Createddate) "Milestone created time" , LONGTODATE(md.Scheduledstarttime)
Preventing Ticket closure if tasks are open
Hello all, Is there a setting to prevent a ticket from being closed if there are tasks that are still open?
SD+ IOS app purchase order approvals
Hi All, Is it possible to have purchase order approvals pushed to the ios app? this works perfectly for Request approvals. Thanks Russ
Service Request SLA's
Hi, Is there any way of using Impact and Urgency to drive the SLA for Service Requests, in the same way that it works for Incident? We do get some Service Requests which can be more urgent than a similar request, we would like to be able to automate the SLA definition for these if possible. Thanks In Anticipation Ian
Entering Invoices without Purchase Orders
In our department we receive a lot of invoices where we just want to keep track of them and they don't necessarily have Purchase Orders. We are finding we are using an alternative product to enter and keep track of these because SDP makes you enter a PO and receipt the goods then enter the invoice. Is it possible to just enter invoices without using POs? We are happy to set up Vendors / Contract etc, just dont want to use POs at this stage. Thanks
Hide dashboards for all
Hola, How can I hide / organize dashboards for all technicians? For example, remove everything, leave only one. Now I can only personally for myself.
Asset state
Hi, A large number of our devices are just showing as in-store and we don't really want to have to manually change them so, is it possible to have a device marked as in use if the agent successfully scans the device or another alternative to updating the assets state of multiple workstations? Thanks.
Mandatory fields for Closing Request for Additional fields?
hi I created an additional field (numeric) witch is not mandatory. But I would like to be mandatory during close. Could not found the additinal fields under "Request Closing Rules". Is it possible? any help? thanks
Add rich text request using ADD_REQUEST API
Hello! I'm using the ADD_REQUEST REST API to create requests in ServiceDesk. I want to be able to format those requests before sending them, but any HTML tags I use seem to get scrubbed when the request is submitted and processed, as the resulting request is just plain text. I discovered that sending \n in the request data will do new lines, but I'm wondering about control codes / characters for other formatting options, like creating lists, making text bold, adding links, etc. Thanks!
Report on language setting of each technician
I'm not sure if this is possible, but can we run a report on a Technician's settings within the "Personalize" section? Specifically I'm looking for what language each technician has set their SD+ to. I'm guessing this gets stored within the application rather than locally, as it follows you if you use another computer. Database: MSSQL Version and Build: 9.3 Build 9335
set time zone for Azerbaijan
I want to change time zone for baku, Azerbaijan, Can you help me please ?
Redirect HTTP to HTTPS does not work
Hi, Tell me how to set it up correctly. Thanks!
Review can be requester
Dear Support, Is possible to add the End-user in the reviewer stage of the Change Management
Technicians able to override mandatory closure rules.
I've witnessed some strange behavior in SD+ and was wondering if anyone else had encountered this, or can explain how this is happening. We have the following required fields that need to be filled before a request can be closed Note how "Technician" and (additional field) "Fix Code" are required BEFORE you can close a request. However, it seems there is nothing stopping you closing a request with the required fields, but then removing the information afterwards. Example below (tech's name removed)
Ability to set the DueBy Date through Field and Form Rules
I know that this question has been asked, and I know that it can be done using Custom Triggers and Python. But not all of us are comfortable with this method. I would like to be able to give the Requester a field of say, Required By Date, and use this to set the DueBy Date. That would mean that, for certain Requests, I don't need an SLA or to use Impact and Urgency. I can't be alone in wanting to do something like this?
Script Master - 18 : How to create service requests through email
Over 70 % of service requests are raised through Emails, all of them are logged in as incidents and those are manually converted into service requests. This script will create service requests if the subject line contains the configured text. When the configured text is found, the incident request will be deleted and a new service request will be created using the configured template. Go through the link below and feel free to post your queries as comments. https://resources.manageengine.com/resources/resource/python-create-service-requests-by-email
Remove status for some change templates
Hi we would like to know if we can remove status' for one change template but not another. We do not want 'submit for approval' to display for a general change but we do need it for for a standard change. Is there a method to achieve this? Thank you!
Accessing Incident - Additional Fields in a Custom Script
Good Day, I am attempting to access an Incident - Additional Field within a custom script as part of a Field & Forms Rule. Utilizing the Column Name for the two Additional Fields. However, the example below is not acquiring the data. All the referenced data exist withing the 2 additional fields. Any assistance would be greatly appreciated. Mike switch($CS.getText("UDF_CHAR1")) { case "Commissioners" : $CS.setText("UDF_CHAR2","17 S 7TH ST RM 408, ALLENTOWN, PA 18101"); break; case "District Attorney"
Needed Feature - After Hours Auto-responder
SDP needs a way to set up automatic responses to tickets that are submitted during non-business hours. Researching this topic, SDP customers have been requesting this feature for over a decade now, and yet it still does not exist. Since the system already ties in to an email account, I don't see why this hasn't been implemented yet.
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