I need Request Status update in sql
where is Request Status in Database? and have any sql query to update Request Status
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
Accessing Service Desk Plus Postgres from Remote
Hi Support, Can you advice how to connect Service desk DB from remote on windows? What is the default username & password for postgres since no prompt during installation?
Service Desk Sites
Hi, Over the last several days, my Service Desk automatically adding a new site to my Organization Details - Sites list overnight. If I click this site, it said that the sites was imported via csv file. I'm 100% sure I didn't importing any site from csv. This additional site prevent me from assigning tickets to my technicians. I cannot assign any ticket to my technicians until I delete this additonal site. What can be the cause of this "automatic" site creation? How can I prevent it from happening
Send email to requester after new user request
Hi, As part of a new user request, want to initiate an email to the requester if they have chosen a field on the form (requesting a Mobile Phone). Would I do this under Field & Form Rules (on submit) or under Workflow (create a Task and action it). In either case, I cannot see how to send a preformed email with the WORKORDERID as part of the subject Thanks Chris White
Require a report that shows me the monitors (computer screens) associated to a computer information
Hi, At my organization we recently acquire a large amount of computer screens which are aimed at replacing old and smaller models. We would like to make use of Solvit's CMDB to extract a report of all computers we are currently managing,including the computer screens (monitors) that are associated to them. We can do it on an individual basis, however we can do that for thousands of items. Kind regards, Nuno
Time from created time to assigned technician time
Good morning, Please, i need a query for time between created time and assigned technician time. Thanks a lot!
UK support number available?
Hi, Got a problem and need to speak to someone in support but cannot find a number to contact them on. What number do others from the UK use? Thanks in advance
Problem after 9326 upgrade
After we upgraded to 9326 there have been 3 stops with SPD in a week. Service restart fix it. Logfile show this: [10:23:31:193]|[10-18-2017]|[com.adventnet.servicedesk.utils.MSPFactory]|[INFO]|[108]|: Exception creating instance of class com.adventnet.mspdesk.util.AccountUtil| [10:23:31:193]|[10-18-2017]|[com.manageengine.framework.sqlbuilder.AQBManager]|[SEVERE]|[108]|: Error ignored : null| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|: java.lang.NullPointerException| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|:
Live Chat
Good afternoon, My company is looking into enabling the Live Chat option in Service Desk Plus. I had a few questions about it before I enable it. 1. is there any kind of logging/reporting built in? Something similar to tickets, where we can go back and look at previous chats to see what the issue was and how it was resolved. 2. is there a way to schedule it to turn off at a certain time? Example: The last non-emergency technician gets off at 6:00pm, can it be disabled automatically at that time?
Servicedesk Plus DB restore
Hello. We have run SDP for years. Ready to create a new server and restore the DB. Probllem is I cannot figure out why the DB will not restore. Our backup includes multiple backup files. Part 1, 2 and 3 Also runs MySQL Any help on the restore process would be appreciated. Want to download the latest version. Install and restore DB from here. Thx
ServiceDesk Pro will not start
Hello, I am having issues getting the SDP service to start. Every time I try to access the our web portal from any browser I receive an erro message. Here is the message I get from Google: I have tried the following to get the service back up and running: Restart the service Stop/Start the service Stop the service and execute run.bat from the command prompt The last item results in the following error: Any help would be appreciated.
SDP 9323
Hi, I updated SDP to 9323 and I'm getting below error when i resolution a ticket(subcategory not empty)
Open status after Requester Reply
Hi, we've noticed that, even if a Request is under approval and in its correct "Waiting for approval" status, if the Requester add a reply to its request, request status automatically changes in "open". It is a huge problem because we could have wrong SLA violation. Is there a way to fix it? We're on SDP 9.3.26 Thanks in advance alessandro
How to change SLA?
I have created a new incident and assigned to a related group and SLA. Then, technician would like to change support group and also update the SLA. But the SLA can't change. Could you please tell me how to change it?
Maximum Custom Reports?
Hi guys, I already created 10 custom reports and are already distributed to several Dashboards I created, on the 11th custom report, I could not see it in the Edit Dashboard and even when I click the button Add to dashboard, the Add to tab in Helpdesk says "Not available" Please see screenshots. Please help, I want to create several Dashboards for several Sites/Support Groups. Thanks
Disable re-entry resolution window
Hi, How to prevent this window from appearing when the request is closed? Because the solution has already been entered in the main window and I just want to close request. Thanks.
Version 9.3 UI Description
Hi, For the benefit of our Technicians on the changes and additional features in latest version, do we have information/article about the changes in UI such as left-sidebar Tasks, etc and other new features of latest SD? Kind regards D.
Securing a technician group
Is there a way to secure a technician group with the software so other groups cannot see their tickets. Our HR department has expressed and interest in using the help desk software, but is worried about other techs being able to see their ticket as they may contain sensitive employee information.
No live chat feature
We have service desk plus but we cannot find the live chat feature anywhere? How or where do we enable this? We are on version 9239. Please dont ask to look under admin > helpdesk customizer > live chat, the whole live chat thingy aint there. Trust me, i've lookeed everywhere.
Reply to
Hi, We have some users that do not like the way SD+ handles email. At the moment when a request comes in it might have say 5 addresses in the to: field. When the team member reply's, they have to manually remove the unwanted addresses if they just want to reply to the original sender. Is there anyway to automatically blank the to and cc fields?? Regards
Change Control Meetings
Hi All, I'm trying to use SDP to process change controls and as a tool for change control meetings. Currently based on what we do, there are too many stages\roles. Is there a way to skip stages\roles completely? really what we need are Planning, Approval, Implement and Close. We are a smaller organization so what i envision is this: Change Requester, Implementer, or mostly going to be the same person. That person will put in whatever changes they are making this week in the planning stage to include,
Sending notification failed.
Hello, For some reason our Sending Email function has today stopped working on one of the installations of ServiceDesk Plus that we have. Email fetching is working fine. It's just the sending of email which isn't working (SMTP). As I mentioned, we have other installations of ServiceDesk Plus running and these are all still working as expected. I have tried amending the SMTP settings to use smtp.googlemail.com and smtp.gmail.com and I have tried ports 25 and 587. After each change I have rebooted
Average Time to Resolve Query Report
I would like to generate a report that shows the average time to resolve or complete tickets. ideally i would like to have a total or ticket resolved between 0-2, 2-5,5-10 and above 10 hours. I would like to also be able to test the created time period. Can someone assist me. I have a PSQL database example:- Completion time # of Tickets 0-2 1952 2-5 319 5-10 160 > 10 149 Between Aug 1 and Oct 1
Email Reply text - Spacing and Formating - Rich Text Formating
I have some issues with the Rich text formatting when replying to emails. There is some strange behaviour with the spacing of text but isn't always consistent. On the attached email I have added screen shots of the issues I am having. We are using 9.3 Build 9324 but experienced in previous versions as well. Thanks
Reporting Request IDs and Support Group Owners
Hi Support, I have a reporting query. Could you please help me to create a MSSQL script to list Request ID's and a combined string of the Support Group names which have owned the Request at any time. I would also like to include a date range within the Where clause. For example Requests logged between '2017-10-01 00:00:00.000' and '2017-10-31 23:59:59.998' E.g. Request ID Support Groups 121122 Support Group 1, Support Group 4 121123 Support Group 1, Support Group 2 121124 Support Group 1, Support
Restoring data
Hi, I am following the instructions on the below link for restoring backed up data. https://www.manageengine.com/products/service-desk/faq-general-modules.html In the instructions, it does not mention anything about a backup file being split into multiple parts yet when I performed the backup, it did just that (see attached). I've ran the restoredata.bat and it asked me to select a file - I have selected part 1 but my question is, will it automatically restore all the following files or do I have
Version up methood( Is backup and restore possible?)
I am planning SDP version up from 9035 to 9325. Because current Windows Server is 2008(32bit), I think I have to Version up Windows Server to 2016 too. Is it possible to do the version up by the method below. 1. Backup current SDP Database. 2. Format and Insutall Server 2016(64bit) 3. Install 9325. 4. Restore SDP Database. My concern is. Does SDP Database support this backup/restore version up method? Do I need to install 9049, 9100, 9125, 9200 9300 and then 9325? Is it possible to version up from
Archived Reports
Dear Team, First of all its a hassle generating reports for 2016 because half of it is already archived. Secondly, even if we do collect the data separately the display columns are different or even missing. Why is that?
Separate SD+ queues
How do you create separate help desk queues in SD+
Configurable Subject for SMS Mail ID
My email to SMS engine uses a syntax in the subject for sending SMS. SMS Mail IT ID = [mailbox@domain.com] Subject = [phonenumber] I would love this as a option. i.e. being able to edit the Subject field when also entering a SMS Mail ID. thanks
How can I get all deleted ticket numbers with created time filter
How can I get all deleted ticket numbers with created time filter
vendor details report
hi, just wondering if anyone has a query that shows all the vendor details (name, phone, address etc.)
Mobile Version on Phone Error: Value provided for field [technician] is invalid
We're currently using Manage Engine Service Desk Version 9.3 We used the Demo Version with the Mobile App and our technicians tested out the Mobile App as well. Everything worked perfectly. We purchased the software. Now, we find that only a few of our technicians can update WorkLogs on the mobile app. Only changes made has been changing our license from Demo to Fully licensed version. Working program inside our network only - no domain, no AD directly off of our server. IP address and port
Chat Feature
Hi, The chat feature is a welcome addition, but would be good if it supported the following. Ability to add chat widget to any webpage outside of helpdesk homepage i.e. Intranet sites for employees. users tend not to go to their support page so this feature is largely wasted unless it is accessible to users as part of their normal habit i.e. intranet homepage Currently when a chat is missed - nothing seems to happen to the chat. This should be auto converted to a request if not responded to i.e.
Allow for 'Back-dating" the due date
A common issue that occurs with our users is that they often enter a form or ticket, with the required completion date earlier than the date the ticket was created. There is a rule in ServiceDesk that will not allow a due date to be specified that is earlier than the ticket creation date. While I can see the logic in this, it would produce valuable reports and help the auditors, if we had the ability to set the due date to whenever the user specified. Is it possible to shut off this rule in ServiceDesk?
Servicedesk Plus and GDPR
We are working on certain enhancements to the product where in customers using SDP would be able to be GDPR compliant. I will list down the activities we would be doing as part of this in phase I, Personally Identifiable Information (PII) data : In SDP, the PII information can be stored in the following places, Basic Requester information ( in the form of email, phone number ) Additional Requester information ( through requester additional fields in the form of SSO number, account number etc... )
Template Does Not Populate All Fields
I have a request come into the incidents module and when I change the template and select "Apply To All Fields" it does not overwrite the description field. It would be nice if there was a merge option to add the template values to the request that was sent in, especially for the description field. MS SQL running SDP 9321 Craig Rice
Data restore error
Hi all, currently I have restored data from service desk plus backup and after data has been restored successfully I cant login on the application. What causes the problem.
SDPlus - how to report by user group?
I've created users groups with filters based on incoming emailID so that I can group requests from different clients. But I don't see "user group" as a column in the custom report module. Is there a way to report by "user group" ? Thanks David
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