Time Elapsed Analisis
I need support if we have a report of the information displayed on the tab "Time Elapsed Analisis" as shown in the attached image. The elapsed time by group and technician. Thank you very much for your support. Su Versión : 9.0 Construir 9043
Modifying Asset Type Fails
When in Assets, I attempt to use the Modify Type via the Action tab, I come with an error. My admin is out for the week, so I thought I would bring it up here :) Darran Version 9.2 Build 9207 MySQL
aftter update from 9201 to 9211-9212
I can't open conversations.
Remove a CC from a HD request that came in via email.
Greetings, Is there some way of removing a CC from a request in SDP when the request comes in and is created via an email? Seems our users have a habit of including our email addresses as CCs when they email our helpdesk system. Thanks, Steven Klepzig
hidden Services
hi, am try to associate one service to specify group after associate group to template the technician under that group can view the service and the Admin can't see the services after associate only technicians can view please help best regards
Change Browser Language by query SQL
Hi, I need to change the browser language for some technicians directly into Postgres Database, can someone help me?
Research and Development Features
Hi, I would like to know if service desk has any feature or plug-ins that will allow technicians to create logs/entry like in project module for research and development. We have enterprise version and currently we are using separate application to manage it. But if this is available then we can integrate it to change management and projects module which will be more beneficial to us. Regards, Rowell
Password Problem after upgrading to build 9213
Hello All, I have upgraded from 9.2 version to build 9213 and the installation seem to be okay. However when I tried to log-in I had an error "Invalid username and/or password". I tried with the former and default password without success also after clearing the browser cache memory. Can anybody help me please Best Regards Antonio
Hello!!
I have a problem with my requests attachments are not displayed only on certain dates, i hope your support, please
Retrieving CC & TO from Email Request
Hi again guys... I did another ask yesterday, but I have a much more simple question this time. When someone sends a request to the help emailbox and has a bunch of people in the TO and CC fields, is there anyway for me to get those fields from an API?
Change Site in a Departament
Hi i am testing SDP 9 professional, i've a few questions. When i import from AD, the departaments sets the Site automaticaly, but i can't change site site in a particular departament manualy, thats it's correct? The Personal Field on the requester "emploee ID", can i import from AD? The same with the Cost Center, can i import from the AD? Regards Enzo
Last Time Uer Connection
Hi Can you help us to create a Query that can show the last time users/technician were connected. SDP build 9213 Postgress. Thanks! FULL NAME User LastTime Connection Count of days from last login
Talk ITSM: Asset Management Training (Free!)
Hello IT pros Last week, our ManageEngine experts kickstarted your ITSM journey with ServiceDesk Plus. In the next couple of weeks, on the 31st of May, they will tell you how to use the Asset Management module of ServiceDesk Plus to not just manage, but get the best out of your assets. In this free webinar, our experts will take you through: Asset discovery techniques Asset classification best practices Asset life-cycle management Software asset management Software license management If you
Preventative Maintenance Tasks to include Days of the Month
We have a maintenance task of updating our core servers on the last Tuesday of each month at a set time. We are currently using calendar entries to remind us but we'd rather set up a preventative maintenance task on the service desk Unfortunately we can't see any option for how our tasks are set up only monthly on the day (1-31) and a time Would there be any possibility of having a option to select a specific day similar to how Outlook can create tasks?
Error when backing up Service Desk Plus
While attempting to upgrade Service Desk Plus I was doing a backup (backUpData.bat) when the batch job died with the following error: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\bin\..\fileAttachments\Request\ May2016\38791\Recovery.pdf (Access is denied) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.<init>(FileInputStream.java:146) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2121) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2117)
Worklog Timer: Adjust or Negative amount
Have a technician that accidentally forgot to stop the worklog timer. Her "timespent" is now 53 hours and 19 minutes and it should be 26 minutes. Is there a way for an admin to either adjust timespent for a user, or enter a negative amount to correct? Please advise on how to fix Thanks, Dave
Moving back to postgresql database
Has anyone ever moved back to the postgresql database after moving to MS SQL? When I try to change the database (using changeDBServer.bat) the PostgresSQL Server option doesn't connect via the test. Thanks, Aaron B. Allison
Services&Incident (Template Categories)
hi , how to add Services&Incident in the same Template Categories under All templet b default ,when I installed SDP 9.2 Build 2905 I find this feature before when restore the backup ,how can I add both Services&Incident thank you
Mail Fetching issue using office365 mail
•Email settings saved successfully. But an error occurred while trying to check connection with mail server Problem connecting to mailbox. I have restarted the SD Plus & checked the connection through telnet ports 143,25,110 are working. Any Suggestion???
Auto-set request status to open
Is it possible on the request to be set to status "Open/On-Going" again automatically if the requester replies to the request after we have set the request to "Waiting for respond" when we tried to contact the requester? Steps: 1. End user (requester) create a request and it will be automatically be set to "open". 2. Technician do something with the request and send back some information to the end user (requester) and set the request to "wait". 3. End user (requester) replies to the technician and
request does not fall under your permitted scope. so you are not authorized to update the same manage engine service desk plus
Hello just a quick note to inform you about the problem which i face regarding to below scenario scenario: group 1 : technician x (is owner) and some other technicians are member of this group group 2 : technician x (is owner) and some other technicians are member of this group other groups I have 2 support group that owner of the both group is one person. the person is the member of the both group too. the role of the owner (technician X) is All in group & assigned to him[Requests and Changes only]
Cannot add new business rule
Hi, I cannot new business rule in SDP.I have created and saved a business rule but rule is not appear. SDP 9.2 Build 9213
MSSQL install option missing
Hi, How do I get MSSQL install option?
Technician Site Variable does not get populated
When a technician is created and assigned to a site, the Site field within the Technicians' profile does not get populated.
Blank Support Group Descriptions/Adding new Support Groups deletes old ones
Hi, We have 2 problems with Support Groups: Most of our support groups are displaying a 'blank' Description field, which makes it hard to work out which one is which when we need to change them. When we try and add a new Support Group, it seems that a random 'existing' Support Group gets deleted. Again, because of the blank Description field, it's hard to work out which one. Thanks for your help, Andy (v 9.0 Build 9014 free version)
Adding Request - Problem associating site to a template
Hello, We are trying to add a request to ServiceDesk+ using the REST API on an external web form. The request is successfully requesting a template and other fields but is just not associating with any site. The template itself should cause the request to associate to the site. When I try adding the request using the REST API Documentation, it associates to the site correctly. Comments on the attachments: - Form Created Request: This is what our web form is generating. Everything is correct (including
Desactivar envio diario de mail
Hola, Todos los días envía un mail con un informe de mantenimiento, al bajar las licencias no nos aparece la opción de desactivar el envió de correos electrónicos. ¿Cómo podría solucionar este problema? Gracias por adelantado.
technician list in task owner menu
Hi all, There is a way to limit the technician list in task owner menu? I find more appropriate if, in the task owner menu, a Technician has the possibility to view only the Technician that they are related to (maybe because they are part of the same group) and not all the others Technician available in the system. Thank you very much for your help
Converting incident to Service removes the Site value
Hi All! In most templates the Site field is set to "Not associated to any site". So when we do converting Incident to Service from some template and choose "Overwrite the incident field values with the template values" it overwrites the initial value by "Not associated to any site". Is there a way to keep the firstly entered site value? Thank Nikolay
Report WorkOrders By Company
Hi, I'd like make a report from workorders adding company columm for any case. I have this Query for Company: SELECT people.attribute_1201 "Company", count(wo.WORKORDERID) "count" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID Left join people on sdu.ciid=people.ciid WHERE (wo.ISPARENT='1') group by people.attribute_1201 workorders: And for WorkOrders: SELECT wo.WORKORDERID AS "ID de la solicitud", qd.QUEUENAME AS "Grupo", aau.FIRST_NAME
trigger
hi, could you please explain Trigger feature and how we can Benefit from them and apply. Thank you
SSL and ServiceDesk Plus - They aren't playing nice together.
Hello everyone, We've updated to the latest version of ServiceDesk Plus and upon running the changewebport 443 https command to convert the site to SSL. We get a page could not be displayed, and then a cipher error that states we're not configured properly to use SSL because it's trying to use an unsupported SSL transport method. We did have HTTP>HTTPS redirect and that has broken as well. Help!
Ability for Requestor to view their Relationships
Is it possible for Requestors to view their own relationships? I'd like to be able to have my requestors be able to see this information.
Disable/Hidden Currency and Currency Symbol
Hi, is there any option to Disable/Hidden Currency and Currency Symbol from work log . thank you
procure SSL Certificate with time extension
We have procure SSL certificate under CAL licensed type. SSL certificate for two years. Now We need to renew( Date extension) the SSL certificate. What will be the step to procure SSL Certificate. As we need to extension the date only
Deleting Support Groups
Is there anyone using ServiceDesk Plus who has worked out how to move requests to new support groups so that the old ones can be deleted? If anyone has done this I am interested in the SQL queries or at least the tables involved. Regards Jeff Willson
Support Group Email Signatures & Variable inputs
It would be really nice to be able to assign email signatures to various support groups. We have a campus environment where our support groups are not all in the same location. Having this functionality will allow us to ensure that the proper location and contact information is being provided within the Reply and Notification templates.
Domain name
Hello, could you help me with the following question. I have a extra domain name but i don't know where it is comming from and i want to delete the domain. Also strange that there is a FW. before the doman name?
Set resolution field 'Update request status to' to be Closed by default
Hi, In the below screenshot, you can see on the resolution tab that there is field at the page bottom for 'Update request status to'. This is always at 'Open' by default...but I need to change it to be at 'Closed' by default. Where or how do I do this? Thanks, Kieran
Need query to find out login history of technicians
Hi, I need login history report of techinicians. MESDP 9.0 Build 9048 PGSQL please provide the query. only logged in techinicians can be seen on the system but I need login history. Mohammad Golam Rabbany Proud Customer of MESDP
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