Responce time Report
Looking for assistance on an average Response time and average resolved time report by Region then group. Any help appreciated 9.2 Build 9213 SQL 2012
Additional Email Notification
Hello, We are looking to make a small change within Notification Rules that would allow the requester to receive a notification email when their ticket has been assigned to a technician. Right now the system is setup for the requester to receive an email once the ticket is created. I can see there is the option to acknowledge requester by email when the request is updated, but this does not seem to perform the function we are looking for. Thank you! Kevin
Customer Status Dashboard with REST API
Is it possible to use the REST API to populate data in a custom dashboard? For instance I would like to create a "status page" for open incidents that anyone in my organization could view at any time to see what incidents are happening. Ideally when an incident is open, this dashboard would display the severity, the subject, and the description of the incident. I can create a simple php dashboard on my own but I was wondering if it is possible for me to populate the dashboard automatically from
Bar Code Hardware
Can anyone recommend a desktop bar code printer that will work with SD+. I have been printing to a standard printer on to label pages (12 to a page) which worked fine - but for single or a few labels our Dymo label printer doesn't appear to print well via SD+.
Feature Enhancement Request for 'User Survey’
1. Could we pop up 'User Survey', when requester is closeing a request, and also can set it enable or disable ? 2. Could we add a alone ‘User Survey’ module as a Feature Enhancement, not only bundled with requests. And we can send 'User Survey’ to users when we want.
General problem with Request Link
Hello to all, we have experienced a general problem with Request Link. If we have a SDP session open on browser, all of links works perfectly, but if we doesn't have a session open on browser when you click on link the application open only homepage (not request) We have this problem after upgrade to 9208. Any idea about how to resolve?
Closing a request without notifying requestor
Hi All, My apologies if this has been asked before. Can someone please advise how I can close a request without SDP sending an email notification to the requestor? For example: A request has been solved and I have emailed the requestor that this has been completed. I then closed the request along with adding notes in the resolution field, which should generate an email notification to the user. If the requestor replies with a 'Thank you' message, it reopens the request. If I close the request
Customizable Contracts template?
I would like to add some fields to the Contracts form. Where is the customizable template for contracts? Kind Regards,
Installing Fresh and reconnecting database.
We are currently in the process of virtualizing our servers. Our ManageEngine ServiceDeskPlus is at version 9.0 Build 9036 Since the latest version is 9.2 Build 9217 1. Can I install the new version on my new server and reconnect the database? or 2. Will I need to install the upgrade and then move the software.
FCR Marked
Hello All, Could someone tell me what the feature Mark FCR is within SDP ?
Tasks on Safari crashes the window
When you go to create a new task off a ticket in Safari it will crash the tab.
Automatic Assignment Request for Technicians Rotating
Dear Community Consult the following aspect, we need to configure the automatic assignment of requests in the solution recepcionadas, for technicians who belong to a team of help desk support,which within a month they serve on a rotating basis requests; that is, everybody does everything or attend various categories of requests. The consultation is, as I can set up automatic assignment for this type of help desk team ???, exemplifying: Team Help Desk (Technician1, Technician2, Technician3 and Technician4)
Barcode Generator: Enhancements
SDF-62433 : Barcode Generation for assets. This initial version contains an option to add assets (bulk) by scanning the vendor barcodes, ability to generate and print new barcode labels, associate barcode with the existing assets. This feature is available under Assets -> Barcode section. We've been testing this new 9207 release feature and have a few suggestions and comments: - add more text formatting options - add additional fields We ran into issues when printing. We're not sure if it's our printer
ServiceDesk Plus 9216 Released
Dear Users, SDP 9216 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9216 SD-63385: Unable to close a request via global/inline edit even after the mandatory fields are entered. SD-63378: 'Cancel' option does not work for Inline edit of a Change. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Ciustom Report for Asset Management
Hi, Can someone please provide me custom query report for asset management that has the following Asset Name User Department Company Site Asset State Version 9.2 Product Enterprise 9202 Database SQL: PostgreSQL Thank you in advance
Microsoft SCCM to SD+
SD+ query. I've created an xml similar to what ae_scan creates but using data from SCCM. 1. Is there any documentation for the import logic used by SD+. 2. Have used the logic within ae_scan.vbs as a basis for creating the xml but find when I upload to SD+ I'm getting a error on the import screen which just says "Problem while importing the scanned xml file". Is there a log file somewhere that gives a description of what the error is?
Editing Closed POs in ServiceDesk
Good day, I was wondering if it was possible to edit Closed Purchase Orders in ServiceDesk? We have an instance where we received something, closed the PO and then needed to send it back. We would like to have something, OTHER than an attachment, that reflects the return. Thank you, Darran
Tickets Not Assigning Correctly
I have an issue that just started but nothing has changed with my rules or with the version. I have an exception created for the round robin to exclude certain tickets based on the mode status. I then have a business rule that assigns to the correct technician based on a pick list within the ticket. It was working fine but now it will only assign to the correct technician if that technician is associated to that ticket group. For example, I have 2 type of tickets, A and B. Tech 1 and 2 are associated
When a request was closed, linked request should auto be closed too.
When a request was closed, linked request should auto be closed too.
About install build 9200 with binaries from archive
Hi, I must restore a SDP-backup on build 9200, so I need to install a fresh 9200-build. In http://archives.manageengine.com/service-desk/, there is some ppm-files in 9200_2_ppm, 9200_3, 9200_4 and 9200_5. After installation of 9200, shall I update with any of the ppm's and if so, which ppm?
Mqsql Log size issue
Dear SDP Forum members I am using SDP Plus 8.1.0 Build 8107 on windows 2003 server c:\ManageEngine\ServiceDesk\logs folder shows mysql.log file is almost 9 GB , which cause issue on my OS drive comes to end Please guide me how to clear that log and retain the log size if required in future or disable logging Regards MAJ
Custom report Discrepancy Values
Dear Team, This is to bring to your notice that when i generated a report for Jan'16 - May'16 the records shown is 5000. When i generate the report individually as shown in the screenshot below the total records is 11184. Let us know why the discrepancy in reporting. Jan16 to May 16 Fnd the Attachment Jan16 Fnd the Attachment Feb16 Fnd the Attachment March16 Fnd the Attachment April 16 Fnd the Attachment May 16 Fnd the Attachment Below fields are selected for both cumulative as well as monthly report.
Task Call unable to take report
Hi Team, Advanced thanks to you. We are raising the task and closing, but we are unable to take report. Please help me how to prepare report for task. Bala Prudvi
Catalog Services and SLA
Hello guys I have this query: SELECT CategoryDefinition.CATEGORYNAME "Categoria", SubCategoryDefinition.NAME "SubCategoria" , ItemDefinition.NAME"Elemento" FROM CategoryDefinition left join SubCategoryDefinition on SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID left join ItemDefinition on ItemDefinition.SUBCATEGORYID = SubCategoryDefinition.SUBCATEGORYID where categorydefinition.Isdeleted = 0 order by CategoryDefinition.CATEGORYNAME Can you help us to add to this query the follow
Report Containing most recent note
Hello, I'm trying to figure out how to have the most recent note in a report. I have been able to make a report that prints ALL the notes, but it is a huge report, so I just want the report to list the most recent report in the request. Here's some of what I have but haven't been able to get the most recent note. SELECT DISTINCT wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", wo.TITLE AS "Subject", wotodesc.FULLDESCRIPTION AS "Description", std.STATUSNAME AS "Request Status",
Create Private Report for Other User
Good Afternoon, I have been asked by management to create reports that are private to them. I see where I can make it private to myself, or public. Is there a way to make a report private to another user? If there is no built in way to do this can I make it Private to myself and then use some SQL to change the owner from me to the other technician? Thanks, Steve
Rest API for requests -reg
Hi, Is any Rest API available to get predefined list of PRIORITY AND STATUS from the Request form? i.e I want Rest API to get the predefined values from the priority and status drop down lists in the Request Creation form. Kindly help as soon as possible. Thanks & Regards, Kumaresan M
Create Tickets in Bulk (from CSV/Excel) ?
I have a requirement to create a static helpdesk ticket for each of our printers under a managed print service. The idea behind this is that any notifications coming in from the managed print company will give the reference number of the helpdesk ticket assigned to that machine. All tickets would be closed until an E-mail is received which would then re-open the ticket so we would be brought to our attention. I have about 80 printers to create tickets for - it would be good if I could dump out a
Product Name is not visible in asset's CI info [ CLOSED ]
Hi, It seems that the field Product Name (aka Product Type) is only visible in the CI Info of workstations, but is not visible in other item types. It looks like a bug, it is important to be able to see what is the type of a given product. Let me if it is an on-going issue, and when it might be fixed. Thank you,
Feature Request - Reminders on Dashboard
I'd like to request the ability to see Reminders on the Dashboard instead of having to go through: Quick Actions -> My Reminders Current location is very obscure and these should be treated with some importance.
[ 'requests' and 'changes] - Need REST API for Approvals (add, delete and modify Approvals, etc.)
For 'requests' and 'changes, need REST API for Approvals (add, delete and modify Approvals, etc.)
Support for Ms SQL 2014 AG
Good morning, We have installed ServiceDesk Plus (build 9209) and configured with a Ms SQL 2014 server. We need to configure SDP database on an Availabilty Group; but in the configuration database app, if we put the "cluster database" name, it converts the name to the name of a single server (which has the database mounted in that moment). So, if DB is balanced to another node, ServiceDesk Plus not works. Can we configure SDP to work with AG database? Thank you.
How to change Backup path?
Hello, is there a possibility to change the backup path? We want to save the backups on a separate partition. Kind regards from Germany, Jan
British Summer Time
Hi All, I am running 9.2 Build 9216 I am looking at the times our jobs are created, they are an hour out, which I expect is down to us being on British Summer Time at the moment. Is there a fix for this, or something I need to check? Thanks John
Can't assign Service Requests to a Group
Just updated to build 9213 last week and my Help Desk people can't assign a SR request to a group any more. We're pretty sure we used to be able to do this. Incidents still show groups as an option. Is this a bug or a new feature? If feature, what is the logic reasoning? Thanks
Change the view in an Incident
I am still setting up and playing with ServiceDesk Plus, but I wanted to see if there's a way to change the default view in an Incident. Currently, all of the conversations are collapsed by default, and you have to click through each one to see the whole conversation. Also, the newest ones are at the bottom, not the top. Many helpdesk systems show the entire conversation piece by piece so you can follow the conversation from bottom to top (like an email). Is there a way to make the conversation
Once APM and OPM discover devices or applications, can synchronize to SDP ?
After Integrated SDP with APM and OPM, once APM and OPM discover devices or applications, can synchronize to SDP ?
IE collapses control on select bug?
Build 9209 (also 9213), MSSQL Db IE 11.0.31 Requests NEW INCIDENT choose requester name, name resolves to valid requester Click on Technician drop down field, further down on the form, field expands as expected, move mouse or scroll wheel, field collapses Select Technician field again, behaves normally. Only in IE, tested on multiple computers with multiple users in Windows 7 and Windows 10. Works fine in Chrome
KPI Report
Hi, I would like a report that will report on some KPI targets that we have set for our technicians. Is it possilbe to list the technicians in a Group with their current completed request total for the month, the percentage of those that breached 1st response, the percentage that breached SLA and the number of Survey results that came back with 100%? We are using PGSQL. Thank you, George
Tasks's Time
I'm using SDP 9117 and has this issue. When I create new Tasks for incident request and set "scheduled end" greater than Due Date of request but doesn't have any notification for this. Does Tasks support notification when Task's "Scheduled end" greater than "Due Date" Thanks!
Next Page
