Report creation to show days.
Hi, I am creating the following report, however I need another column at the end which shows the days it has taken to resolve and also another report which has the hours taken to resolve. So: - Response days = Respond date - Created time, - Response Time = Respond date - Created time, SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", TO_CHAR(((avg(wos.assignedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Assigned Time", TO_CHAR(((avg(wo.resolvedtime)-avg(wo.createdtime))/1000
The critical issue about technician key lost efficacy under https protocol
Dear team: Would u like to check the issue about adding the request with technician key=none or any under https protocol, request also can added successfully. I think it will take critical risk in the product environment of end user. Please check and response. Here is my code: # -*-coding:utf-8-*- import requests,codecs,sys,pprint,xml,json with requests.Session() as s: url = 'https://localhost:8443/sdpapi/request' #/*--替换成实际的URL链接--*/ OPERATION_NAME = 'ADD_REQUEST' TechnicianKey
Request replies
Hi, we've noticed that when a technician replies to a request and manually removes someone from CC that person that was in CC will come back the next time the technician replies even if the conversation he's replying to doesn't include that person. Is that by design? We have the following email notification rules: Acknowledge requester by e-mail when a new request is received E-mail user when a request is resolved. Acknowledge E-mail Cc users by e-mail when a new request is created Acknowledge E-mail
Temporary Technician licenses for company merger.
We will soon be merging with a company that has service desk plus. Can I obtain some temporary technician licenses so we can keep both sites up during the conversion?
Robo Technician
I'm looking for documentation about how to setup the tasks & field and form rules for the Robo Technician so it can reset someones password. Does anybody have any examples they can post? I find the documentation really lacking in this area. Thanks in advance.
Notification Rule: Notify technician when a request is updated by editor
This rule does not appear to notify the assigned technician whenever the ticket is edited/changed by another technician. Am I misunderstanding the intent of this notification rule? Does anyone else successfully use this notification rule for same purpose? We are running 9304 with MS SQL. Thanks in advance, Craig Rice
Register button did not work in IE 11.0.9600.16428 (KB2841134)
Good day, I was just about to sign up the community and in our environment IE is the standard browser. After I received the register link I specified a password and clicked "Register" In IE the button was without function. On Google Chrome 55.0.2883.87 all fine. Thanks and best regards Manuel
Scanned Software
What is the best way to manage odd items that get picked up as scanned software? I'm getting a bunch of items in a hex form that seem to be installed on Mac OS as part of Adobe. See attached.
Assetexplorer issue
Hi. we are looking into the assetexplorer. Works like a charm. We have some workstations with SAS 9.4 (full package - licensed) from SAS Institute. But we also have SAS 9.4 Viewer. On the workstation both the full package and the viewer is mentioned as SAS 9.4. This means that the SAS Viewer is counted I the license count in SDP. Is there any workaround to this issue?
Request List does not work after upgrade 9311 to 9317
While upgrading to 9317 from 9311 the following issues has occurred. clicking on Request List will either show a blank screen or "Sorry an error has occurred Unknown error occurred while processing your request" release notes states SD-67743 and SD-67751 "Request view page is blank" have been resolved Issues Fixed in 9316: SD-67740: Request list view page is blank for some technicians after migrating to 9315 Upgrading to 9319 also causes the same issue
Jira Integration not updating request
Hello, I'm having trouble with getting the request fields updated after a Jira ticket is created in SDP. It will add a new ticket in Jira OK, but no fields at all in the request are updating with the Jira ticket details. I've gone through the documentation but can't find anything wrong with my Jira.xml or menu. I've attached a sample jira.xml and a screenshot of my menu config. Any help is appreciated. Thanks, Dallas
Vendors Used this year
Hello all, I have made a SQL statement to list all our vendors and the last time we used their service. The business has now requested to only show the vendors from this year. My statement still shows all vendors but if they have not been used this year the date is 'Not Assigned.' What am I missing to filter this out? select sd.name"Vendor Name", apa.DOOR_NO"Address", apa.STREET"Address2", apa.CITY"City", apa.STATE"State", apa.COUNTRY"Country", apa.POSTALCODE"Postal Code", LONGTODATE(Select max(po.DateOrdered)
On hold Status restricted to certain categories
Hi, I tried to post this in the community forum but for some reason it did not allow me to. Is there a way we are able to restrict the use of the on hold status to certain categories? We need to have the technicians place certain requests on hold, for a 3 categories out of 15 Thanks Rachell
Scanned software overload
We have been running SDP for over 3 years and are trying to "clean up" the assets. At this point there are over 6000 items in scanned software. Would it be best to delete all of them and start over? Is there another way to know what is "real" and "in use" software versus something that was scanned 3 years ago on a workstation that has been disposed of.
Filed & Forms Script
Hi I have certain conditions in Feild & Forms, Now if the condition is met I want to set Change Type as "Normal" and if the condition is not matching set Change type as "Pre-Approved". I am able to set "normal" but how to set IF NOT "Pre-Approved" ? SDP Version is 9.2 Build 9238. Thanks in Advance.
Asset registration - software
HI, we have installed SAS version 9.4 and SAS Viewer 9.4 on different workstations. The issue is that the Assetexplorer thinks it is the same software and counts it wrongly in the Software Tab. The SAS Viewer is freeware and the 9.4 the licensed. Please let me know how to fix this problem or what to do as workaround. Thanks. Best regards Thomas
Task not emailing on submit
I have a template that is setup with a task that is already assigned a technician. When the ticket is submitted the technician is not being notified about the task. I checked the notification settings and the box is checked for Notify technician when task is assigned. Am I missing something? Do emails for tasks get sent when the ticket is submitted?
Survey
Can I assign permission just to manage survey ? What permission need?
FCR Notifications
Is there a way to surpress email notifications for FCRs only? On many occasions, our help desk will receive a phone call and resolve the issue on the same call (eg: password reset). We would like to reduce the number of notifications to just the resolution notification or no notification at all because the issue is already resolved and the notifications may confuse customers. Currently, when a ticket is created and resolved, the customer receives an email notification stating a ticket has been created
Survey Reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered, which we don't want to count in the equation. Is there a way to write a SQL query (working in MSSQL) that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
Approval Link
Is there a way to add more details for tasks to explain more in the Approval link that the approver opens? Right now there is no information on the tasks, when the appproval was sent for one of the tasks.
agent version not showing on version 9319
Hi, I updated to version 9319 on serverside. On client side I did install the asset explorer related to this new version. but for some reason the agent version is not showing up:
Dtabase schema documentation
Hi Is there anywhere I can see the database schema to help me construct mssql reports? The schema buttons on the query editor are often limited in what they show. Thanks Chris
Data connection to Excel
hi i'm trying to connect excel to SDP's database. I managed to setup the connection on excel but i am now presented with a window in excel requesting to Select Table now, there are 100s of tables there and i am not too sure what to select. what i need basically is an entire dump of all my tickets in excel which i can refresh as and when i need it. So table so i select?
Incident/Request Additional Fields - Multi Select
When I create Multi Select Fields in the Incident - Additional Fields, I can't figure out the sort order. It's not in the order I added the items, it's not in alphabetical order and it isn't in the order of when they were added either. Is there a way to force a sort order? I don't want to put numbers in front of it. It's going to be confusing to users in the order it's in now. Any ideas?
Change request workflow
I am creating change templates for maintenance tasks. How can I change the workflow so it skips the submission approval stage and make the Planning fields mandatory (e.g. Roll Out Plan, Backout Plan, Check List, Downtime)?
Support group name issue
Hi, After upgrade to version 9.3.19 we are facing issues when trying to change the request view in internet explorer. Support groups names with special characters (like ç, ª, é ) wont show the request list
Self Service not generating ticket for specific user
Hello, We have one user (That we know of) that the system is not creating a ticket for when he sends a request to our self service address. The logs show : [12:54:14:606]|[08-11-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[SEVERE]|[125]|: Email is received from a new mail id : User@ourdomain.com. Configuration is set as NOT to receive email from new email addresses. Hence going to return null for user id.| This is not a new user and they could create tickets without issue in the past.
ServiceDesk Plus 9319 Released
Dear Users, SDP 9319 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9319: SD-60611 : Timeout issue occurs while importing large number of users from LDAP SD-47313, SD-66129, SD-62175 : Cursor is not placed in the "to" field or the "description" field when we hit the 'reply' button in requests. SD-65711 : "Change Password" option is available for users who have logged using the AD authentication. SD-66772
Problem whit ticket in SDP
good day, I have a problem... in SDP have a ticket what when are search, only view the screen white... There is a way of erase this ticket. the number is 108719 thanks for your help...
Sharing a request with a different Support Group
Hello, We have a team that is supporting multiple vendors (they each have their own support group). The problem is we need the main support group to be able to see all the vendors tickets, without providing them access to ALL tickets. Is there somewhere we can set it so the main support group can view all the sub-support groups tickets? Regards Ben
API - Add Tasks
Hi Using the API - are you able to add tasks to request?
Harmonize UI/UX across ManageEngine products
Hi ! I have found no better place in the foruls so i figured i would post my suggestion here. Our IT Department has yet purchased 5 ManageEngine solutions (On-Premise) and are considering others. Yet we are using; Service Desk Plus Enterprise Edition Desktop Central Enterprise + MDM AD Manager Plus AD Self Service Plus Password Manager Pro These are great products, but I find that each of them has a different User Interface and experience. They feel a bit standalone products. In my opinion, it would
Email to notify not populating for requesters
Salutations! We have an incident template that we use to coordinate moves between facilities, IT and the user, where the user is added via the "email to notify" field. If a facilities member fills in the template the "email to notify" field does not populate with email addresses from AD, while our technicians do. Is it possible to have this field populate email addresses for requesters, or is that feature only available for techs? Thanks! Sean
About the size of description
I received a message below, "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html " Please let me know what is this and how to fix. Thank you
Incident updates not saving
We have an issue in that each time a user (technician) tries to edit a request in the helpdesk – after they have made the changes and hit update – instead of saving the changes, a new request is opened. They have to tried a number of times to make the changes before it will save. Appears to be random. Anyone else seen this? 9.3 Build 9312
scheduler - backup technician
Hello, Here is my scenario. I went on holiday until August 8th. Before leaving I entered my leave in SDP and selected the "Move requests to unassigned state". Now I've been back for a few days and when someone attempts to assign a ticket to me where the ticket has a DueBy date that lands during my leave, they are unable to. They get a message indicating "WARNING :Technician assigned but is unavailable on this request DueBy Date". When they check the ticket, it remains unassigned. In the past, I'm
SDP API - Add Tasks
Hi, Using the API (specifically for PowerShell) can we add tasks to a request? Thanks!
Chat Issue
Hi there When we have a Chat session running, we now have to update the technician site manually to see what the user have written. The user gets the text without having to refresh the Explorer. I have got an answer from servicedeskplus saying that this is by design?????? Did any of you get this to work with auto updating ? For me this gets no sence that we have to manually update the Explorer to see if the user have written anything for us ? /Ivan Rafn Ps. If not explain corretly, i will be happy
SAML identity manager integration feature in SDP
hi there please add SAML identity manager integration feature in SDP , you have such feature on servicedesk plus On-demand if possible add it to On-premise version also. regards, omid ghanbari
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