Ticket SLA
Hi Is there a report I can run to show when an SLA has been changed and by who on a ticket?
Technician Log in
I have a Tech that cannot log in to Service Desk +. AD account is properly configured, The account for SD is as well. We are using AD login hoping to, one day, implement single sign on.User name has been verified and password reset to be certain. Any help would be appreciated.
How to connect CI to LicenseAgreement?
I would like to make relation between my CI (RDLicensingManager) and Microsoft Open license (Software Agreement) but I can't find a way to link them. I know I can attach license as pdf to my CI but that means that information about license would have to be managed in two different location. Any ideas? Cheres, Goran
User request history changes
We had a user that was set up as a technician and a requester (for some strange reason), It was decided that they no longer required the technician account and that account was deleted. The problem is that the user mostly used the technician account to file requests. So now, using the requester account, they can not see their request history. As the history for the technician account still exists in the database, is there a way to link the technician account history to the requester account? Thank
How to approve the Change request at Submission stage
Hi As per standard workflow in Manage engine service desk plus , once the change request is created , it goes into Submission - Requested . Now some one has to change the status to ' Accept ' to move it to Planning stage . Our problem is how to notify this to the approver through e mail . In standard workflow , the notification gets triggered only after the acceptance of the workflow Should we add a interim new workflow for this purpose or there can be any simple way Kindly advise
Report with Date Parameters
I would like to use the following query, however, I would like to be able to pick up all open tickets based on a data parameter. Current Query: SELECT "sdo"."NAME" AS "Site", "wo"."WORKORDERID" AS "Request ID", "mdd"."MODENAME" AS "Request Mode", "aau"."FIRST_NAME" AS "Requester", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician", "wotodesc"."FULLDESCRIPTION" AS "Description", "sdo"."NAME" AS "Site", "std"."STATUSNAME" AS "Request Status", "wo"."CREATEDTIME" AS "Created Time"
All Open Tickets
Is there a report option that will allow me to run for ALL Tickets based on their STATUS, capturing the status of OPEN, CLOSED, ONHOLD? Thank you, I greatly appreciate it.
Bug found?
I think I've found a bug, I can't come up with any other reason why this behavior happens. In creating a custom filter in request view, I try to create a filter that says "Technician is me" and "Last Update Time is <some date>". It would look something like this: However, after hitting Save, then going back in to edit the filter, it has changed the date by one day: It also happens when using "Created Time" . . . it happens when using "Greater or Equal" . . . it does NOT happen when I use "Greater".
Loading in Ticketing System
Dears, need your support as I have loading every day Ticketing System and working fine when shutdown and restart the service please advise urgently.
Can Asset Discovery Ignore Product Types?
So i started using SCCM to import Windows workstation data into service desk. I still want to use Service Desk Plus to do network scans for other devices on the network though. I have a network 10.4.1.1-255 that will have both workstations, ap's and printers on it. When i scan the VLAN using network scan its detecting workstations and populating the names, but saying that the scan failed for those devices. The scan did fail because i haven't loaded any windows credentials into the system. I can't
Fields and Forms
I have created 3 extra fields in de form prio ben, urgentie ben and impact ben. I want to create a rule that the Prio is set to 3 if the fields Urgentie Ben = 3 and the Impact Ben is 3. This is working with the default fields in the system but not with the extra fields I created, is there a way to dot this?
Change the default font in e-mails to Arial 10 - request for a JS file
Hi, As per title, can we get a new JS file which would change the default font for all e-mails / text editors to Arial 10? Thanks. Regards, Tom
Does ticket generation/mail server stop fetching if a large amount of tickets are generated around the same time?
During the past month our mail fetching service has stopped fetching tickets. I had to navigate to Admin > Mail Server Settings > and click start fetching to resume receiving tickets. This last time I noticed two of our services that usually generate about 10 tickets each went down at the same time. Would this large influx of tickets turn fetching service off or is something else causing this issue?
Crystal Report Availability
Is there a way to get a listing of tables and fields so that I can utilize Crystal Reports to build my own customer reports with my own set of parameters? Thank you.
Chat Issue
Hi there I have an issue with the chat module. When a requester starts a chat session - the technicians cannot see it unless he/she goes to the chat overview and even here we cannot pick up the chat module Any having the issue ? Best regards Ivan Rafn
Summary report showing strange dates
I have created a summary report of all tickets by technician. We have only had Servicedesk Plus since last December, 2016 but I get results showing data from December of 1969. Very strange. Any ideas on why that is occurring? I have attached what the output looks like. Here is the SQL query that the report generator created: SELECT ti.FIRST_NAME AS "Technician", ti.FIRST_NAME AS "Technician", longtodate(wo.RESOLVEDTIME) AS "Resolved Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
changing servicedesk server's IP address
Hi, I tried to change IP address of Servicedesk server but it did not work. is there any configuration should I change in the application? Regards,
Can not enable Active Directory authantication
I have configured active directory and i have imported the AD users as sequesters but users can not authenticate to the application using their AD user name and password.
Certification Tracking
This is a feature in a water work order system to track if the Techs are keeping there certifications current.
New feature - calendar of lease
Can you add in future a possibilty of synchronization a lease with calendar. For example one of the user wants to lease one of the asset, but he sees that since 25.10 to 05.11 the asset would be leased, so he can reserve it since 26.10. Is it possible to create it in future versions?
Unable to add a technician user
Hi. I'm trying to add a technician user but SDP returns a message saying that the user already exists, but don't. I added some users and I didn't have problems. Anyone having this issue? Thanks.
Misspelled subheaders
Please correct the spelling of the workstation...
Blank Resolutions are back
SD-67037 where incidents had a blank resolution was resolved in build 9314 but has come back after upgrading from 9314 to 9317.
Delete some Survey.
Hello, I have one survey result that I have placed for test and I want to delete it. How can I do it? Best regards, Turan Aydin
Problem Support Portal
Hi team, I have a problem with support.zoho.com support portal. Since last week this message is coming out whenever I want to consult the service requests to ManageEngine: I don't know who to process this request, or it is a known error and is already processing it. A thousand apologies if I put it in this forum, I did not know where else to post this message. Thank you and looking forward to hearing from you soon.
CMDB - Admin tab, Configuration Item Type configuration- Add Relationship selection box rendering incorrectly
ServiceDesk Plus Enterprise build 9301: The 'Relationship Type' dropdown box is not adaptive and ends up listing the Inverse Relationship option in a different row with an unrelated Relationship option if a custom Relationship Type name exceeds the set Character limit for the cell view in this list, e.g. Create a custom Relationship Type 20+ Characters long, e.g. Relationship = "is Senior SA (System Adminstrator) for" Inverse Relationship = "Senior SA (System Adminstrator) is" Go to a Configuration
Query Script Required - Any help much apprechiated
Hi all, I need 2 scripts to run in the Query Reports which contains the following Colum's: All Users/requesters: Below are the types of data required for the extract, which are dependent on the risk level given to it: Risk ratings of 6 or 7 will require: First Name Surname Username (login name) Permission profile or access level (Tech Roles) Description of each profile or access level (Support Groups) Department Risk rating of 8 or 9 require the same as above, with additional: Full list of granular
AGENT ASSET SCAN FAILS ON SERVER 2012
An agent asset scan fails on our Windows 2012 servers UNLESS I disable the firewall. It failed with agent version 1.0.24 and I have installed the latest agent version, 1.0.25 and it still fails. I've rechecked to assure that port 9000 is open, both incoming and outgoing. I am not having any issues on our Windows 2008 servers. Is there a known "fix" for this?
Unable to close request from Mobile App
Hello, We have a technician who's unable to close a request from the app after upgrading to build 9317. Attached is the error message he gets when trying to close the request. Please let me know if you need any other information. Thanks!
Tickets open by voicemail
When a ticket is opened via voicemail it adds our helpdesk email in the CC line. This is a problem when we try to close the ticket because the helpdesk email can not have emails delivered to it so the tickets reopens with a message undeliverable email. Is there a way to close these tickets without them reopening?
Can't find how to archive request
Hello, we are using 9.3 build 9317 and the question is - how can we archive individual request? Can't find this button in actions anymore. We don't want to start automatic process (Admin-General-Data archiving) for now. Looks like Admin guide is little obsolete.
Roles for the current had (sp) changed. Login again.
I am trying to use the Android app, but I am seeing this message each time. How do I address the problem please? Thanks in advance - Terry
Share Request Feature
How are others using this recent feature? We'd like to see notifications included when sharing requests so others can follow the conversation and ticket progression. This would mirror 'watch list' functionality that is already on the SD+ roadmap. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Search Box in Build 9315
Is there anyway to change the default search option in the new search box? We use the "Default Search" far more than the Request Id Search. Thank You, Josh
Chat request unable to see any group
when a requester tries to submit a chat request they see a blank group and cannot select anything. How do i go about fixing this? either allow them to select a group or default to a specific group.
ServiceDesk Plus Agent
Hi Guys Is there a command i can run to force the Service Desk plus agent to post its xml file to the service desk server? I understand it does it shortly after machine boot but want options for manual posting, Many Thanks Adam
Disallow assigning Technician if call is 'On Hold'
We are having an issue with users forgetting to change a Status from 'On Hold' before assigning a new technician. This means a ticket is re-assigned but isn't very visible to an unsuspecting Tech. Is there a method whereby I can force a Status change when a ticket goes from Technician A to Technician B, or Support Group A to Support Group B?
Remove 'Delivered Within' Banner from Service Requests
Is it possible to remove the 'Delivered Within' banner on service requests that have an SLA assigned?
Mass Updates to Requests
Hello All! We're making changes to sites and support groups. I would like to make mass changes to existing requests (open and closed) based on what the currently values are in those fields. Is there anyway to do this? Thanks in advance! Scott
Import Requestors from .CSV
Hi, Was looking for a guide but cant locate one. What fields/headers should I add to my spreadsheet to allow import of requestors please? Guessing Name, CI Type, E-mail, Phone, + any address fields? Thanks
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