the logic ot the solutions search engine
hello, i dont understand the logic of the sultion search engine, the recomended solutions popups without any connection to the key words or the subject of the solutions...this issue is critical for me because the technicians dont find quickly the solutions so its make them to close the Requests without a maching solutions. anyone know how this engine pop ups the sulotions? by key words? by the title? I would appreciate your help, Ariel
bad RequestLink
Hello. I have trables with RequestLink: In general settings i have URL with https , but notification on mail come with http: https://i.imgur.com/tnNCAw1.png https://i.imgur.com/z1XlvyN.png Version SD: 9.4 Build 9409 Hosted on: CentOS Linux release 7.5.1804
Service Desk crashes after upgrade to 9.4
Hi, does anybody experiens problems with SD+ after upgrade? System crshes every few minutes... Is there anybody who can help ... ? Thanks Carlos
Edit Template for Reminders
Hi there, I'm looking for an option to edit the template for the reminders like this: Is there already any option / do I only not find it? ;) Best Regards Florian
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Ticket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.
Script to send out email notifications when their tasks are greater than a certain number
Is there a way to send out an email to all technicians that have over a certain number of tasks open? A DB query combined with a python script maybe? Thanks, Brian Witsken
Project Report with Associated Tasks (additional question)
https://pitstop.manageengine.com/portal/community/topic/project-report-with-associated-tasks I need to change that up a bit. I replied back to the answers on here, but never received a response. If the question is marked answered, are you notified of any additional comments - just for future reference. I need a report that only has the following: Project Title Project Status Project Owner Project Scheduled Start and End Milestone Title Milestone Owner Milestone Status Milestone Schedule Start and
Self-Service Portal - user reply has technician signature
If a requester tries to reply to a technician via the "Reply" button in the Self-Service portal, the resulting window contains the same signature as the technician they are replying to; is there a way to change the reply template for the requester without effecting the reply template for technicians?
Service Desk Plus (Change Module)
Hi Network, Our current version is 9.3 Build 9335 We have associated some incidents to a particular Change. In de particular incident you can see which chang(es) the incident has been associated with. Unfortunately you cannot see in de change which incident(s) are being associated with this change. Is this correct? Kind regards and many thanks, Yves
How can I get a list of all templates that are enabled
I'd like to know if there is a way to get a report or query that lists all of the Service Request templates and all of the Incident Templates that have not been deleted or disabled. Thank you, Adam
Created Date should be locked down
The Created Date is not locked down, so it can be locked down. The workaround is to create a Field Rule to Disable the field during Edit mode. This has to be done on every template created. Is there a better way to do this?
No replies in history request from CC users without accounts
Hello everyone! We've got problem with replies that we don't see in request history. When emails are sending by requester or technician there's no problem, but when replies are sent by the users, who were added to CC by requester and who didn't have accounts in our system - we don't see any respond from them. Is there any option in system to catch messages from them and add to history request? Compilation version: 9326 Kind regards, Mike Lucas
Task tab in incidents doesn't show full title of tasks
Is there some trick to show the full title of a task in the task tab of an incident? Even if I remove columns it does not show the full title of the task (for tasks with long titles). Mousing over the task doesn't show the full title.
Importing Form Rules
Hi, Is there a way to import custom Form Rules, via csv/xlsx file or directly writing on data base? Thanks
9409
Tried to upgrade from 9400 to 9409 and got java errors at 98%.
Query to find specific software on all computers grouped by "Site"
I am in need of a PostgreSQL query that will let me find all of the computers with a specific software (i.e. Office 2016) and grouped by "Site". the query needs to include workstation name, department, site and software name. has one been created or can we get one made please.
Request Closure Code query
Is there any way (perhaps using Field & Form rules or Custom Triggers) of limiting the contents of the Request Closure Code dropdown based on certain criteria? Version 9.3 Build 9335
REST API and Network Monitoring
We are currently using ServiceDesk Plus and PRTG and I would like to publish our current SDP dashboard on our PRTG screen, within PRTG I can create a REST API sensor which should be able to pull data from the SDP. But I dont know if pulling stats is available. Is there any way of using the REST API to get the number of tickets (Total Open, On Hold, Overdue) ? My API skills are a little bit lacking (I'm Ops not Dev! :D ) so might need a bit of handholding. Thanks Andy
Reminder Notifications
I would like to utilize reminder notifications in both tasks created and other quick reminders from the scheduler. Creating the reminder is not an issue, but I am having a problem getting the "Notify Before Scheduled Start" feature to work. I don't see anything in ServiceDesk that displays the notification at the time specified before the start. I've checked the admin guide but doesn't say much about this feature. I've also checked the notification rules section to see if I missed enabling anything
Quick way to turn request into a PR
Is there a quick way to turn a request for new equipment into a PR without having to retype a lot of the data in again? Also not sure if you can link a PR/PO with the original request.
Work Log Details Report
We use the Tasks/Work Log details section in requests to track technician time. Is there a report I can run to get the description of those work log details? Say by category or sub category, to see what the technicians are entering in there.
Query report - tickets onhold without response
Hello, We need to have a query report that shows tickets that are onhold and have not been updated for more than 7 days. I found this report online which is kind of what I want but 'Waiting for User' should be 'Onhold' and I am concerned about the last update time rather than creation time. SELECT wo.WORKORDERID AS "Request ID" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Waiting
Export software by manufacturer and version
how do I
Tech Attendance report
I would like a report to show a tech's availability based on calendar entries for vacation/ sick time etc. columns: tech name (selectable - select one or multiple names) month (selectable - current or previous) date reason for not being available i.e. on vacation, sick, personal time etc. total of each "reason" running 9.0 build 9008 MSSQL
Hide Groups - FFR
We'd like the ability to hide certain groups from an incident template using field and form rules. Currently Group is not an available option from the drop-down. Why do we want this? We are using the Tech Availability Chart to assign and view resources. Since our team is split across multiple Support Groups, we created separate Support Groups per Manager team. This way managers and team members can view their teams availability without having to locate everyone across multiple support groups.
SD Windows Agent
We have recently intergraded DC with SDP. All our workstations have the DC Agent installed. We are wondering if we also need to install the SD Windows Agent in order to use the Asset Management function? Thanks!
[X] Don't show login details again
Afternoon everyone. Quick question. How can I permanently delete this message from everyone logging into SD+? I click the X, refresh and it's back again! There has to be another setting i'm missing but where? (it's driving me crazy!) Thanks in advance. Mart
9409 bug with Scribble Pad
I just upgraded our Dev to 9409 from 9403. Tested our Scribble Pad. Found an issue. Added some random text to the pad. Closed and saved. I can open and my text is still there but if I try to edit and/or close the window closes but I get a pop up "Internal Error" red box that disappears in about 8 seconds. If I re-open Scribble Pad, text has not changed. Screen shot of error. Please advise
Write to table directly for picklist values
We created a picklist field and had over 3000 values added to it (its a list of customers). When i created this initially, i used the GUI to build the table and add a value to lookup against, then i wrote directly to the database table to add new customers. We are able to use these values in requests. When i have tried to add new customers this same way since, i see the values in the incident-additional fields views, but they do not display at all in the request templates. Anyone have any success
Windows 10 - assets - version number
Hello, Is it possible to use the assets to display the version number of Windows 10? 1703, 1709, 1803? After all, there is also a column version in the Software tab. Only the operating system has no information. Is there an update for this? When is this expected?
View all Open/Not Resolved tickets with Powershell
Are their any examples of how to pull all open/not resolved tickets with powershell/REST API? I can find a lot of examples on how to pull individual tickets with a known request ID...but I would like to pull up ALL tickets. I could also do this myself if there is a way to query all request ID's... Any help or examples would be greatly appreciated
Issue on servicedesk plus
Additional details of the Database used: MYSQL 2008
Service Desk crashes after upgrade to 9.2 komp.9202
Hi, does anybody experiens problems with SD+ after upgrade? System crshes every few minutes... What I have found in Win App event viewer is error related to Java ... see below. Java update didn't help at all ... Is there anybody who can help ... ? Thanks Bartek Faulting application name: java.exe, version: 7.0.550.13, time stamp: 0x5327b4dc Faulting module name: ntdll.dll, version: 6.1.7601.18247, time stamp: 0x521eaf24 Exception code: 0xc0000374 Fault offset: 0x00000000000c4102 Faulting process
ManageEngine SD Professional
Hi, I'm seeking help for the following issue: I've bought a SDP Plus Prof perpetual license, manage engine is running smoothly for several years after the disk ran low and everything stopped. Could anyone help me regarding this matter? Thanks!
Custom Report Filtering Problems
I have created a report to show all overdue cases and I have 2 questions on the filter options 1. to show to correct data, I set the filter with the sequence: Request Status is "Open" OR Request Status is "Onhold" AND Overdue Status is "yes". If I change the sequence to Overdue Status is "Yes" AND Request Status is "Open" OR Request Status is "Onhold", the result is difference and the data is wrong 2. I saved the report, and next time when I tried to run the report again, the filter option will automatically
Admin Lockout
Hi We are currently locked out of the admin function of Servicedesk plus. Can you please send me the admin reset instructions? Thanks Jason
Reporting Opened versus Closed Servivce Requests
I am looking for a query/report to pull both the Opened and Closed Service Requests for a specific time period in one query/report. I want to be able to see the number of SRs that come in and compare it to the number of SRs being closed in one report to show my management. Thanks, ~ BD88
Mandate CAB members in change control template
Hi, Is it possible to mandate a default cab member in a change template? For example in the default change template the CIO must be a cab approver and cannot be removed. Regards, Jacob.
Issues with the Copy Rules function, 9335
We're just in the process of upgrading to 9335 (from 9221). I'm happy to see the "Copy rules" function in Field and Form, Rules has been improved. For example, in 9221 if you wanted to copy a rule to another Incident template, as it was a drop down you could only select one template to copy it to. In 9335 you have the option to multi-select as many templates as you like: However, there are still problems with this: 1) It seems there is no option to overwrite an existing rule if it has the same name:
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