report for asset stated changed to xxx in last year
Hi there, basically we need a report that list all the asset that have their Asset State changed to insertCustomState within the past year or something like that. Normally when we decommission/dispose an asset, either it's too old or broken, we changed the asset state to DISPOSED but not delete it from the record. This way we have a record of what asset(s) we have/had. And then someone higher up requesting a report on how many IT assets we disposed of in the past year. We can always create an additional
New Problem after update from 9120 to 9208 with Support Group and Technician
Hello We updated from 9120 to 9208. If I create a new Incident I choose the support group in the dropdown List and then the technician. But now in the newer version 9208 all our technicians appears in the dropdown list of the technician not only the ones who belong to the according support group as it did in the version 9120. I hope it is not a new feature. It's a problem, because if the technician who assigns the requests chooses a technician who doesn't belong to the chosen group, the assigned
Request/Problem list in Change
When you are in Change Management it's hard to find associated Requests or Problems. The only way to find Requests/Problems is to use search which is too inconvenient. Please add associated Request/Problem list for Change.
Remove CMDB license
Hi all, I need to remove the CMDB license because we not use it anymore. I need to know how to do it for testing the system without it. Many thanks Riccardo
On hold Tickets
Is there a way to send automatic emails after a set period that tickets ore put on hold? I would like to remind end users that we are awaiting a response from them 2 days after we set the ticket status to on hole awaiting user response. Cheers Chris
ci info details
Hello, I am new in Service desk, I installed Asset explorer on Clients and scanned workstations, but CI info doesn't show some hardware specs correctly and miss them like Manufacturer, Ram type and motherboard model. How Can I get more Detail about workstations? also in relations tab it doesn't show relationship between all entities. tanx..
ME isn’t recording who has receipted the goods
Noted that there is an issue where Servicedesk plus (Purchase) dose not always show who receipted the goods (in the history tab). This can cause issues when there is discrepancies in the assets received. Also noted that the history is not in date order. Anyone else have this problem and how can we fix this?
Reporting on Contract ID
To whom it may concern, Recently I created a custom report of the Contract module and unfortunately I was unable to include the Contract ID field in the report. Can I possibly get the Contract ID field included in the 'Available Columns' window, so that it can be reported on? Regards Natasha
Email Request w/ CC?
Hi guys, First time noobie here in the world of ServiceDesk, but I have a question. Say for instance I send a new request into ServiceDesk with an email with a bunch of people CC'd into the email plus maybe a few more people in the to field if there's a request that needs to be approved. When ServiceDesk creates this request and sends a confirmation ticket, it is not sending the email to the people being CC'd and the other To's. At first, the office around though about using a script to send out
Table where user assigned to asset is stored in PostgreSQL?
I am wondering if anyone here might know where the user name that is assigned to an asset (workstation) is stored in the postgres database? I have written a program to make microsoft's Remote Assistance easier to use for us. It queries the ServiceDesk Plus DB to find the computer name based on user name entry, so I don't have to remember the names of all computers, just type the name of the user that called me and I can connect. I am currently using the last logged on user name (only one I could
Enquiry for helpdesk software
Dear sir, Please provide me all details and features for Manage Engine Help Desk. Requirement- 1) Manage Engine Helpdesk. 2) Nearly 500-600 users will access. 3) Backup server also will be install so it will work on redundancy or any other option available. 4) Hardware and software details. If Sales person will available in Mumbai location for meeting then please confirm me. So I can arrange the
How can I create a query report?
Hi guys, I was looking for a way to generate a reporting with sum of time elapsed for requests and I found some orientations to use query report. I'm looking in my report tab but I can't find any option to create a query report. I have the SDAdmin role assigned and our plan is the "Standard". Is this function available in this plan? When I click on "Query Report" tab, I can only see the folder "Survey Reports". Regards, Raphael Freitas
Opening attachments in Approval requests
We have an approval process where a request is sent via email to signing authorities across the operations team. These users do not have technician accounts but were able to review the approval request, download any attachments, and approve/deny requests. We recently upgraded from 9114 to 9200 and the ability to open the attachments, without logging in, has stopped working. These users now receive the following error: If they login prior to opening the attachment, they are able to download the file.
Field & Form Rules
No matter what I do I cannot get scripts to execute; very frustrating!!!
KPI per month
Hi, Can someone please assist me in creating report based on SLA. Basically I need a monthly report that will show how many percentage we have on the number of request per month that didn't have SLA Violation. If there's a custom report please let me know otherwise if this is the type of SQL query, my information is below Build: 9202 DatabaseType: PostgreSQL
ManageEngine SupportDesk Plus API + PHP Problem
Hi, I'm using ManageEngine SupportDesk Plus and im trying to create a custom dashboard in a different place using php. I just want to extract all the datas from api to show it in a Chart.js graph plugin. Can you please help me to do that? Thanks in advanced.
Issues accessing ServiceDesk Plus from outside the network
I apologize in advance for my ignorance. I have ServiceDesk Plus running on a Win7 VM. I can get to it from inside the network at any time, but I'm having intermittent issues accessing it from outside the network. I can ping the assigned ip, but the login page never loads. We've recently locked down the network a little and have been shutting off some services and closing some ports. What services does SD need to run? What ports does it use?
alias url
I want to change the url internal users use to access ServiceDesk. I followed the directions on page 197 of the admin guide, but it doesn't work (admin tab> general settings> Self-Service Portal Settings). Does anyone know how this is done? Thanks!
Pick up request but not assign
Hello I'm not sure if this has been addressed recently as we are still on an older build (8213). Has the ability to assign a technician the ability to pick up a request but not assign it to other users ever been implemented. We have technicians that like to assign harder request to other techs so they don't have to do them. Thanks you
Service Catalog
Dear All, Please suggest about to service catalog
ServiceDesk stopped sending Emails
Hi Our ServiceDesk system has stopped sending all types of emails i.e. - Email notifications to technicians / scheduled reports We have access to several SMTP servers, all of which have been tried but still not working The incoming mail is working ok I am not sure where to start looking, and presume there will be a log file somewhere telling me why notifications and reports are not sending Could someone please point me in the right direction?
Disable Community Tab
After updating to build 9209, I noticed a community tab that is available to technicians. I'd like to be able to disable that, as I want techs to work directly with me as the administrator of the application. Is this possible?
Certification in ServiceDesk Plus or just continue to ITIL?
Hi All! New user here using SD+ with my organization and we are about to go live in the next two weeks. Are there any specific certifications or training manuals for SD+ online or would it be better to pursue ITIL certification (after A+) to solidify my skills in this part of the IT industry? Thanks! Mike C.
Report on Active Category, Sub-Category and Item
Hi, Can you provide the query to display only Active (in use) Category, Sub-category and Item? Found this somewhere in the forums but it lists ALL of them. SELECT cat.CategoryName "Category" , sub.NAME "Subcategory",(SELECT STUFF((SELECT NAME + CHAR(10) FROM ItemDefinition item where sub.SUBCATEGORYID=Item.SUBCATEGORYID order by 1 FOR XML PATH ('')), 1, 0, '')) "Item" FROM CategoryDefinition cat LEFT JOIN SubCategoryDefinition sub ON cat.CATEGORYID=sub.CATEGORYID Build version: 8.2.0 Build 8207
Possible to resize the column width.
Hi, Would it be possible to use the whole width available in the column ? I would like to resize the title because it is often truncate. thanks Melanie
Multiple Conditions in Field & Form Rules
Hello, I am working to automate an incident template using Field & Form Rules. I am having a bit of trouble determining how to set the conditions to achieve the desired result. I am trying to get the request assigned to a specific technician when the status is changed to "Open" (from Out for Repair) and the Building is either Middleton Elementary or Lake Middle School. I am including a screen capture to show what I have so far. It works when the building is Lake Middle School, but not when the building
How to remove word "OPERATION" from templates
We updated from a rather old version and now I notice that in a lot of notification emails the word OPERATION (see Yellow marked below) is added at the beginning. However I do not see that in the template(s). Where is this added and how can I remove it again? Thanks Van: IT [mailto:xx@santander.nl] Verzonden: woensdag 20 april 2016 10:52 Aan: xxxxxx Onderwerp: Ticket ID: ##TT-9662## Added to IT Systems. Subject: trests OPERATION: Title/Subject: tests Priority and type (Request or Incident): Request
How to change the base currency ?
Hi All ! Can't change the currency in the SSP settings. And can't change the base currency in the PO module. Options are just unavailable. How can it be done? Thank you Nikolay
Populate description field with data from AD/Requester details
Hi, Is there a way to populate description field with misc information which is already in SDP db? When a user chooses a template the description field get populated in predefined way. For example in my template it maybe something like: Name: $userfullname DDI: $otherphone Mobile: $mobilephone E-mail: $mail and so on... we can do something similar when we generate a notification email, but I need this to be tied to a specific template. Thanks.
Role/Rights for Import Request
It appears that only SDAdmin has the right to import requests? Craig Rice
Change Approver Dynamically
Is it possible to: 1. Change the request approver based on an input from the form? Ex. CustomField1=Needs Email so then Set Approver=Email Admin 2. Populate the 'Select Approvers' field based on input from the form? Thanks, -Josh
Survey - "User does not have sufficient privilege" in Chrome Only
Hello, I use SD+ for submitting/working/resolving Request and have no issues. When I get the email to complete the SD+ survey.... "Please help us improve our service by completing this short survey." and click the link to the survey I always get "User does not have sufficient privilege". Chrome is my default browser so the link always uses Chrome. I finally isolated this issue to being Chrome related only. I copied/pasted the link in IE and FF and it worked in both browsers. Any idea why Chrome
Two Important Recommendations that affect Assets, CMDB, and Purchase Order Module
I've spent the past year trying to implement all the modules of SDP and increase our ITIL maturity. In order to get to the next level with SDP, I need to ask the super development team to (again) consider some fundamental changes. Assets In order to understand what is on our network (using SDP), we take advantage of the Asset Scan. The Asset Scan has allowed us to quickly ramp up on about 10,000 IP devices across over 150 locations. I understand that running an IP scan, however, brings any detected
Request Approvers Not Being Sent Notifications
We use "Approvers" in several different request templates. It appears that any of them where the requestor is filling in the "approver" field on the form, are working fine. However, the ones that are automatically set up through the Workflow tab to send to $REPORTING_TO$, are not working. Instead of automatically sending a notification and changing the status to "Pending Approval," the status is set to: Approval Status : To Be Sent and a notification is NOT sent. We have to manually send the approval
Request for multiple items and users
I have a need to create a request work flow for requestors that want to request new equipment. Sometimes, instead a single request, we receive a request from a supervisor for multiple devices that need to be distributed to multiple users. Currently, the supervisor needs to submit a form for each user. I'd like to create a field that asks the requestor if the request is for multiple users. If 'yes' is selected, a reply template is sent out that includes a spreadsheet template to be filled out by the
License Became Invalid
Hi, I would like to report a problem that occurred after we extended the disk where the ME SDP application was installed. The service would not start from the task manager and when I tried starting it from the command prompt, it gave me an "access denied" error and indicated that the license was invalid. We had to revert to a snapshot of the system and everything went back to normal. The activity was supposed to increase storage size from the current 50GB to 100GB so I could apply the patches which
Gamification in ServiceDesk
Dear ManageEngine, Is there anything in the works for adding Gamification to ServiceDesk Plus? This is an awesome way to keep the "Technicians" motivated and engaged as well as adding a bit of positive competition in the team. Regards,
Report generation is running
Dear Team , Please help on the below screenshot. Actually it is working in all of the user but for one technician it is not allowing for the report,please help.
Stop "Request Status Scheduler" from automatically popping up?
Greetings, We recently upgraded from version 9.1 to 9.2 (currently running build 9209), and I have noticed that now on a status change that stops the request timer, the Request Status Scheduler window now automatically appears. Is there a way to turn that off? It used to appear only after clicking on the icon next to the status.
What Table does the Asset notes reside in.
Trying to write a report using Crystal and I can't seem to locate what table the Notes field is on for Workstations. Can anyone help? Thanks!
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