Time Spent Reports & Ticket Aging
Hello, I'd like to have the following information, but having a hard time extracting the details: Time Spent: Average Age of tickets when marked resolved across all tickets for this month. (I just need a single number, not broken down by technician or category) Eg: Average for July: 22 hours August: 31 hours Ticket Aging: # of tickets that were resolved this moth that were open: < 1 hour < 4 hours < 1 day < 2 days < 5 days 5+ days CURRENT tickets with the same values as above: < 1 hour < 4 hours
Can we exclude users from receiving email?
Hello, One of our customers does not want email from us. Can we prevent just one or two customers getting any email from us?
Getting attachment from a ticket number with REST API
Hi, I need to get the attachment from a ticket, I know I can use the attachment ID but how do I know what that ID is? Can I not just use the ticket number and then download the attachment? Thanks, Calvin.
SCript to get created day
Dear All, First We know in service Catalog we can't create SLA base criticial like incident template, and the template have default SLA, and my template default is 2 day. i need help a script to get CREATEDDATE, my case is : If a request have created and after that, if user want the sla is more than 3 day, they will choose "Change SLA",i have make a pick list for that, after submit the overdue day is increase time from CREATEDDATE + 5 day, that working good. The prolem is if they change when they
ServiceDesk Plus 9322 Released
Dear Users, SDP 9322 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9322: SD-68525 : LDAP authentication is not working when users are imported from Microsoft Active Directory Ldap server. SD-68470 : In dashboards page, clicking on “Requests approaching SLA Violation” widget’s drill down count does not redirect to the request list view page. SD-68119 , SD-68238 : Request details page : After updating
SLA Alert or Notifications
SLA escalations are emails alerts, is there another way of sending the alert?
Issues with Internet Explorer and Firefox
Hello, we are using ServiceDesk Plus 9.3 Build 9309. Unfortunately, we have sometimes issues with Internet Explorer,Edge and Firefox. We tested everything with Chrome, too. There were no issues with Chrome. It’s the following behavior: Sometimes, it happen at rare intervals, if we try to add a note to a request or send a reply, nothing happen if we klick on „add“ or „send“. The same issue happen sometimes if we try to add an attachment. It seems there is an issue with additional windows in this browsers.
Drag and drop into SD+ requests
Hi, We have had some feedback from our users that when they are logging requests, they have to save emails onto their computer and then upload them into the requests as attachments one by one. Currently we are on version 9118 - do any of the later versions have the facility to drag and drop emails directly into the requests as they are being logged rather than attach them?
API to add Department CI
Hi, I would like to know whether API to add Department CI as per link https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/add_ci/add_department_ci.html is stable to be used for integration. Appreciate some feedback ASAP since we are in the middle of development. Thanks & regards, Adilah.
Sub-string and multiple field searches for Requester search in work orders
The Work Order Requester search box strictly searches for Full Name or userid. When typing only a last name it will not find the results. You also cannot search based on email address. This causes us to always have to click the icon next to the text box to perform a detailed/advanced search to find the appropriate person, which is cumbersom and not much better. Here is a search for the just the last name "watson", it doesn't show results for anything but one user who has a username of watsona Here
Ticket History Inaccurate
We recently upgraded to 9321 using MS SQL and I am noticing that the ticket history is inaccurate. Two particular tickets that I interacted with yesterday do not show changes that I know were made to the tickets. Craig Rice
Date out of String with nice Format
Hello everyone, I have a script to write a custom Date into the subject of a request via the Field and Form Rules. Unfortunatley the Date given out by the system is to long, I would like to convert to DD.MM.YYYY. Would and of you have any Idea how to archive this. Script I'm using is this one right now (takes two fields and some text to go into the subject field) var StartDate=$CS.getValue("ServiceReq_1504_UDF_DATE1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT"," "Datum: " + StartDate); }
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Preventative Maintenance Task doesn't save
Hi I've been having various issues with preventative maintenance tasks recently, inparticular editing the schedule. We were closed for several weeks during the summer so I switched the tasks to a one off event. I'm now trying to switch the tasks back to a weekly schedule however the schedule seems to hang the server preventing picking up email or other issues. I have managed to edit 2 by stopping SDP and then starting it again, however the third one still doesn't seem to save the schedule even after
sdpapi questions
Can you please provide an example of using the API where a request is created and it has assets associated with it? As in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add Another question: is it possible to get the requests specifying a list of request ids, similar to "Get Requests" in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests Thanks in advance.
Moving requester (CI) in CMDB
Hi, Is there a way to move requester to different CI Types. Currently I have mixture of requester that contains endusers, common account and service account. I can create different CI Types under requester however I cannot move the CI. Regards, Rowell
Sites
Hi there, can someome please advise, I have attached a screenhot to help show what I mean. We are looking to set up the helpdesk tool so that we only see the tickets for sites we support, just now everyone would basically see all tickets no matter where they are and we have sites across the world. In the screenshot I think this is where you would possibly do this but as you can see nothing is listed. Could some advise if this can be done and how.
server - detection asset explorer
HI, after upgrading to the latest version of Servicedesk, I am not able to detect servers. correct version of asset explorer is installed on a server I tried to create. Anything else than name, ip address and dns that needs to be filled out when creating a server? I tried all the detection options (ie domain, assetexplorer) from the servicedesk application without luck. Should not be necessary to open port 7 as we are running English version. Best regarsd Thomas
Request templates field options doesn't save settings
I' having issues saving changes in the catalog request templates I change the options, I click save = options aren't save I copy/duplicate a template = fields of the request form disappear or appear in a different position than the original. The same happens if I try to edit the default template for incidents in the helpdesk section This software is a disaster every day we encounter new bugs in any new feature we try to configure.
Task View
where is the permission for view tasks? i dont want give view all permission to technician
Adding multiple Components
Hi! i'm trying to configure the asset management portion of Service Desk plus for our environment. Currently the Machines are in and working fine, but I've hit an issue regarding components! I want to input our stock of consumables yet when I'm import they want individual names for each component i.e Keyboard, keyboard1, keyboard2 this seems completely ridiculous I just want to keep a track of how many keyboards/mice etc we have in our store, am I missing something the documentation seems lacking
How to I assign a Vendor to existing assets
Hi, I have imported in 291 Desktops and laptops from the discovery tool, however, the vendor did not populate. How do I assign the Vendor to the assets without having to go into each of 291 records individually?
Hiding Categories
Hi, I have a number of categories that I want to hide (but not delete) but I can't find any option to do this. Can you advise how I can hide categories in SD+?
9317 technicians not being assigned and error message in mobile app
Yes since upgrading 9307 to 9317, when tickets are assigned in the mobile app for IOS and Android, they go to the wrong technician
Expected url behaviour when Searching
After searching for a request ID, is the expected behaviour of the returned url suppose to be: https://domain.com/SearchN.do Has this changed recently from: https://domain.com/WorkOrder.do?woMode=viewWO&woID=XXXX&&fromListView=true
Sort of the Service Catalog
I would like to use the service catalog and am trying to design my templates and am running into a problem. It appears that the items in the service catalog display are first grouped by incident templates and service templates and then within these groupings, they are sorted by the frequency that the template has been used...at least that is my observation. (The number of requests for each template is kept in a database table.) This is causing an issue in my design because I would like to sort
Difference of Category from Service Categories
Hi guys, We are new in setting up ME SD+. I would like to hear from you what are the difference of the two? Am I correct that the "Category" refers to type of request/ticket? Can you also share a sample Service Categories please for a company that will host a Helpdesk for its affiliates? Thanks in advance. Dr. M
Unable to start service desk
[root@bkr-tpiticket-01 bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/AdventNet/ME/ServiceDesk JAVA: /opt/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Need a service catalog add on plug-in for SDP Standard Edition
Could you make a 'service catalog' add on plug-in for SDP Standard Edition, to make users can do approval.
Cannot associate a user group to a catalog ites
I want to confine a catalog item to a specific user group but cannot work out how to do it. I have the user group and the catalog item set up but cannot see how to connect them. Thanks
Unable to Create a Change Request VIA REST api.
I've been trying to add change request via REST api. It fails because it is looking for mandatory field that is not part of the mandatory field list. Failure message is here : "Group is a mandatory field. Please provide a valid value for the field. \nThe mandatory Fields for this change are [technician, scheduledendtime, statusname, statuscomments, changemanager, groupname, requestedby, impact, reasonforchange, urgency, product, risk, maintenance advisory required?, title, business approval required,
Problem importing images for signature
Hi, Trying to set up a signature and having problems importing the image. Its just a 64K jpeg. I've tried other formats but get the same "Sorry an error has occured" message. Any thoughts? Regards
Admin password recover
How do I reset the password for the administrator account?
Auto update SDP agent version best practices
Any advice on keeping SDP client agents upgraded to the latest greatest version? Any scripts or best practices to automate this? Currently we're doing it manually and we miss machines that are turned off. Any GPO or other scripts would be helpful. Thoughts?
ServiceDesk Plus will not start
Hello, I am having issues starting the program. I cannot log into the web portal trough any web browser. I just get the following error: So far I have stopped and restarted the service, but it will not stay running. I've also stopped the service and tried executing the run.bat file in command prompt. This last method gave me this error: I'm not sure what to try next.
***Delimiter, new Format, new possibility***
Hello Team, I have a question about the new format and possibility with delimiter: ## RE-1234 ## is clear What about TA and SO? How can I use that, there are examples, scenarios? many thanks
CI update via API
Hi How I can update 1-Department CI ( Department name & Head of dept) 2- Requester CI ( Requester name & Job title via API?
API FAILS to Add Change
Hi, The API docs are very hard to use because they don't reflect the way to tool actually works. The sample code provided for Add Change doesn't even work in your own documentation! See attached pic. Similarly, the error message i get when using postman is confusing. I have what appears to be all of the correct parameters listed, but continue to get this error. In the documentation "group" and "groupname" aren't even listed as available parameters. FailedGroup is a mandatory field. Please provide
Poor Support from Manageengine in the task module
I raised to issues in the past for about 2 months and there is no response, i would like to get some advice how i can reach support in a different way. Is there an opportunity for people with enterprise license to have a higher priority when raising questions and problems in the community forum. I find the support really poor especially under the task module.
Project Tasks
I'm looking for a way to add fields to project tasks. Specifically I need to add a 'Department' field to tasks and be able to report off it. An example I have a project called computer upgrades. Under the project there are several tasks to upgrade computers, each task should be reference computer upgrades to a specific department. The technician then adds work logs to the task that can be charged back to specific department under the task.
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