API problems and inconsistencies, poor design - any updates?
There are many questions and complaints about the API for servicedesk on this forum, over several years. What is the latest status of improving the API and updating the documentation?
Set "Mode" field, automatically when the request comes from Self-Service portal
Hi all. I want to know if i can set the field "Mode" (Options: Mail, Phone, Self-Service Portal, etc.), automatically, if the request is coming from the portal. There is any marker who identifies the origin of the request? It is possible to make a script, for this auto setting. Thanks in advance. Regards. Facundo
Gear up for the Festive season
We wish all our users experience the most exuberant times with your near and dear ones on this joyous festive season. We look forward to working with you all in 2018. Wishing you all a very Happy festive season!
ServiceDesk Plus iOS App 4.4 Released
Dear User, ServiceDesk Plus iOS app 4.4 has been Released. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 4.4 are: 1. Support for Asset module (from server build 9330). • View and search assets. • Fetch asset details by scanning a barcode. • Scan multiple barcodes and add them as new assets. • Web RDP. 2. Broken navigation bar-buttons on the resolution, work log and notes screens have been fixed. 3.
Different notification templates for different groups?
Hi Guys, I was wondering if it was possible with the current build of Service Desk Plus to customize what notifications (particularly "Request Logged" and "Request Resolved" ) get sent out from Service Desk Plus depending on what group the request ends up in or is resolved from? So for example, email feeds straight into Groups A and B by their respective "Group Email " settings and tickets are generated. Is it possible to send one "Ticket logged " notification from Group A and a different one with
Restricting access to Templates
Hi, is there a way of restricting access to certain templates we have created for our users to log SRs? Basically there are some users that we do not want to see certain topics and want to restrict access (see attached)
ServiceDesk Plus 9331 Released
Dear Users, SDP 9331 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes in 9331 Group Filter in request list view filter will be removed by default. You can enable the groups again in the request list view filter by accessing admin>>self service portal settings>>Show groups in request list view filter. V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is deprecated as
Trying to build a report showing all incidents created by requesters only, not technicians.
Good Day, I'm trying to create a report that shows all incidents created since Aug 1st, 2017, but I want to filter out requests created by technicians. I only want to see requests from those that are just requesters. Is there a reasonably easy way to do this? Thanks,
Differences in Approval in Incident template versus Service Catalog template
I've spent a lot of time recently trying to get our Service Catalog configured, but part of this involves having a working Approval process One of the recent hurdles I've encountered is that the Additional Fields we use in our Incident Templates, do not pull through to the Service Catalog. We use a lot of these additional (incident) fields for reporting, and the only way I can see to get them into the Service Catalog items is to manually duplicate them, which is something I'd rather not do. Furthermore,
Login to SDP without the correct password
I noticed that if you click on "keep me signed in" while login to SDP and if you close your browser again to login, it will ask you to login with username and password. At this moment, if you give it any valid username and type a random password, SDP will login in with the specified username. Did anyone notice this or is it just on our SDP?
Error to upgrade SD+ from 9325
Hi, I try to many time to upgrade my SD+ installation to a new version, but when the process is at 98% it stops and gives the attached error. FreeVersion my version is: 9325 SQLServer 2014 Jose Almeida
Responding to user via ticket is very slow
Good Afternoon When responding to a user through SD and I click on send, it will freeze the window up and hang there for several seconds before it finally goes away. I have tried to do some searching and only found that it is possibly a shadow issue on the exchange server? Is there anything with SD that can help with this issue and speed it up again? It was working fine until about a week ago. Thank You! William
Query to display the original subject and the current subject
At a high throughput service desk, we are able to maintain our SLAs being being ultra-efficient. When T1 introduces new staff and that staff produces poor quality tickets, the efficiency of the service desk drops. We would like to be able to report on that efficiency. One metric is the quality of the subject line: If the subject line is ambiguous or wrong, it's a killer for our efficiency. Right now, we use a checkbox to indicate all the tickets that T2 or T3 had to change the subject line to make
Status of SDF-51449
SDF-51449 doesn't appear to have an update against it on the SDP Features List, but I was able to find a reference in the roadmap (Additional Fields for Projects) and one forum reference from mid-May. Is there a rough timeframe from Implementation (now over two months ago) to testing and release?
Creating multiple tickets from service catalog
Is it possible to generate multiple tickets from a service catalog? Example: I need to onboard 5 employees: Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 All employees are identical but it seems there is no way to generate 5 tickets from a single service catalog.
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
Time elapsed metric in ticket report
Can you confirm that the time elapsed field (TIMESPENTONREQ) in the ticketing report is the amount of time from the creation time\date to the time of running the report? Or is it the amount of time that the timer on the ticket is running? We are looking for the total ticket age. Thank you.
Form/Field Rules: Remove Task from Dependancy Map
We would like the ability to use form rules to disable/remove a task from a Dependancy Map without breaking the task flow. When trying to use forms to automate a workflow via tasks --- tasks are enabled/disabled based on the form input -- we run into issues when a task is associated with each other. If a task is 'unset' based on a form rule, it removes itself as a dependancy but also fragments the overall task mapping.
Separate Categories by Department
I added a department to SDP. After adding additional categories for the other department, it now lists them all and it's too much to see all at once. With other help desk software I've used you can separate categories to only show up for certain departments, but can't figure out how to do this with Service Desk Plus. Is there a way to make it easier to use the software with multiple departments?
Additional field in Service Catalog form - Requester
We have a service catalog template to request to add a new user. We would like to add a new (dropdown) field called Line Manager. This needs to have the full name of all requesters. Does anyone have any suggestion how to do this?
Query Report History by template name
Good Afternoon. I 've built a working query for reporting tickets that were previously in critical status. However, I only get results when I query for 'this month' and nothing for 'last month', ' last quester', 'last week' etc. Thank You in advance. SELECT qd.QUEUENAME AS "Group", sdo.NAME AS "Site",pd.PRIORITYNAME AS "Priority", qd.QUEUENAME AS "Group", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester",wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician",longtodate(wo.CREATEDTIME) AS
Report Filtering on Dates & Hours?
Hello, right now I run a customized weekly report that tells me the metrics for closed tickets by my technicians for the week. Ours is a little odd in that the cut off of each week begins/ends on Wednesday at 14:00 local time. But our report only provides me the ability to date range by days, not by hours. Does MESD reporting actually have the ability to drill down by hour or am I stuck with date range filters only? Thank you.
Report Based on request type
Hi There i am just wondering whether there is way to query a report based on specific service catalog Request. We have service catalog request with a subject name- "Non-Fonterra Device Registration" which gets used on weekly basis. Just wanting to generate a report for that specific request based on subject TEXT on monthly basis.
Timespent values in database
Hi, I need to pull the timespent values from the SD database into our reporting tool. I have found these tables; servicedesk.public.wo_assessment servicedesk.public.wo_status_info I can't work out how the database holds timespent by a status if the ticket is still open. I have attached an example which shows the timespent value for 2 status' but the last doesn't have a value, I gues because it's still open. Where can I find the "counter value" the tool uses to display it? Thanks, Lee
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
Release Environment Management
Hi guys - I'm wondering if anyone has used ServiceDesk Plus or any other tools for managing test environments during a software implementation project involving several iterations of development? I have 15+ environments with various applications and integration components that need to be tracked by version, configuration, usage, etc. Can I use Asset management features and have them grouped or bundled into 'environments'? Or are there any other solutions out there that others can recommend? Let me
Notify user when request is approved
Hi. Is there some automated way of notifying a user (not the requester or technician) when a approver have approved a service request?
Quick create picking up wrong requester info
When you use the quick create form for a new request, the information picked up and destination for notification is for the person creating the request, and not the requester as entered in the form. Is this a known issue?
CSV to SR template
Can i directly import my csv to a particular service catalog template?
Feature request for PO module
It would be nice to be able to add the Cost Center to the Purchase Order search screen so we can filter on this field.
Help - Problem after activate the license
Some window has disappeared after activate the new license · The screen shot before activate the license that shows the windows (1.png) · And this is a screenshot after the upgrade shows the windows have disappeared (2.png)
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
Send user and password as parameter in Jira Implementation
Hi, I will make a Jira integration for the service desk plus. The file Jira.xml need a user/pass for connect to the Jira over the rest api and my intention is not use and service user in jira and use the Service Desk Plus User/Pass to connect Exists some parameter like $USER $PASSWORD that pass this parameter to the jira rest api?
Hide asset field and other field from Requester Details
Can anyone point me to the direction where I could hide the Asset field and all other unnecessary fields from the Service Catalogue form?
Resources in Service Catalog
I'm currently looking at overhauling our Service Catalog within ServiceDesk+. Specifically I'm looking at the "Resource Info" section. On the right there is an option to Add Resource. In this screen, you can also edit the existing questions by clicking the Edit option. For example, this drop down menu, you can add or remove to the highlighted area. 2 things I need to know: 1) I can't seem to find a way to delete the actual resources themselves. I can add news ones or edit existing, not delete.
Script Master 20 : Auto share request to users specified on a request field
Hey Guys, We are sorry for not posting a script for a while. Here comes our next script on our series, https://resources.manageengine.com/resources/resource/auto-share-requests-to-users-specified-on-a-field
Delete unnecessary fields from Requester Details
Is it impossible delete requester details such as business impact, mobile, email ...?
Forms
Hi, is it possible to create forms in the service desk for managers to fill in such such tasks as new user creation with mandatory criteria they can fill in and on submitted it logs the request?
Users not associated to any sites
Dears , Can I create business rules that makes users not associated to sites to have certain requests of their requests to be assigned in support groups in specific sites ? Thanks
Request has been already approved. Please refer request for more details.
Hi, with the latest release (9.3 Build 9330) we are seeing the Approvals are not working as expected. Service Request is created and sent to Approval 1. It is getting approved and the process we have in place requires Approval 2 to be sent out (to diff person). Now Approval 2 cannot be completed, as when the approver clicks on the link received, he/she gets the following info: Request has been already approved. Please refer request for more details. Tested with additional Approval 3, 4. Same results.
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