[Term of the Day]: FTA
Term of the Day "Fault Tree Analysis" What is FTA? FTA, acronym of Fault Tree Analysis, also known as Fault Tree Diagram is a systematic approach used to determine the various combinations of hardware and software failures and human errors that could
[Community Digest] ServiceDesk Plus - March 2021
Here's the roundup summary for the month of March 2021! Version and Build releases: 11141 (Released on 12th March 2021) 11142 (Released on 26th March 2021) Some prominent and most awaited features have been released with these service packs. Check our ReadME article
SDP Optimization
Good Morning, Is there anything you can do to optimize SQL or SDP? I see that it is not as responsive as it used to be. I've looked for some guides, but many are really many years old and I don't think they are still valid
Get Ticket details
Hi, How I can Get Ticket details via custom trigger. I need this details of ticket like: ID Technician Name Requester Name Requester Mobile Number Title Description
Active Directory sync - No technicians
Recently changed my Servicedesk setup to enable AD integration. Now, AD is working, but I no longer have any technicians, and I can't log in as local admin to disable the AD integration. Using some info I've found online, I've been able to get into the
Service Desk On-Prem Implementation Guide (Requests, Incidents, Tasks)
Hi All, Newbie here... We have been using Service Desk for Asset Management for a few years now. We are now ready to start deploying the Help Desk module. I am struggling to find an A-Z guide for setting up all of the various components. I have the
Report Needed - Missing Worklogs
Hi, is there a way to get a list of tickets e.g. last month with has NO worklog? Basically someone worked on a ticket, close/resolved it but forgot to fill out a worklog? Cheers, Per
[E-book] 10 secret strategies to supercharge IT reporting
Hey there! Far too often critical insight goes unseen and unused without the right reporting strategies. Download our e-book to discover reporting strategies and learn how to build reports that fuel growth.
[Term of the Day]:Voice User Interface
Term of the Day “Voice User Interface” Definition — What is VUI? The term Voice User Interface (VUI) is a speech recognization technology that allows users to interact with a machine (like Laptop, IPad, Mobile devices, etc ) with voice commands.
Can i set two SLA for incident template ?
Hello, Is it possible to set two SLA in one incident template ? Scenario I will create a request with 2 hrs SLA base on category next it will be assign to the support group who will analyze the incident and will set the sub category where is 1 day SLA
Append Email Conversations to Multiple Tickets
Hi, we do know that in order to append email conversation to a ticket, we will have to input ##RequestID## in the email subject. What if we would like to append the conversation to multiple tickets using a single email? We tried to input in this way:
Create a "Hidden" field in the template. and manage it through "fields and rules"
how can I Create a "Hidden" field in the template. and manage it through "fields and rules" ? rULES: When we create a ticket and select this template, our rule works as expected. BUT: However, when viewing the application, this field is displayed: (((
Top ten requesters
Need report: Top ten requesters, to see who's the most problem user ;))
[SOLVED] query report in ServiceDesk Plus cannot show decimal
Dear SDP Plz help me this issue. I have a query report in tab report : SELECT Count(std.STATUSNAME) AS "Tổng yêu cầu hỗ trợ", sum(Case std.STATUSNAME when 'resolved' then 1 when 'Closed' then 1 else 0 end) AS "Số yêu cầu đã hoàn thành",ROUND((sum(Case
[Term of the Day]:Bare Metal
Term of the Day “Bare Metal” Definition — What is Bare Metal? The term Bare Metal refers to a system without a base operating system (OS) or installed applications aka Bare Machine, is a computer/server that can be programmed to execute instructions
What is the FTP site releases address?
HI I need to update from version 11141 to version 11142. I used to have the manage engine web site address to download (FTP) just that specific update. Is that site still available?
Remove "Configure your MS SQL settings..." banner
Is it possible to remove the blue top banner in servicedesk that says " Configure your MS SQL settings for optimum performance. Know more Due to limitations in our environment we can not enable RCSI so this banner is just disturbing our users. Noted
Randomly Email notification not working for Ticket Creation and Assigned
Randomly Email notification not working for Ticket Creation and Ticket Assigned to technician Help Desk Software by ManageEngine ServiceDesk Plus | 11.1
Start Mail Fetch via SQL or Command LIne
Is it possible to start mail fetching via SQL or Command line? Since its not possible to limit the level of access one has as an admin, i'd like to be able to write a script that i could have some power users execute if mail collection stops.
Exception while trying to send notification for Request ID : 3 Mail sending failed.
Hi Friends, I need your help I am getting below error when i try to close the ticket. Kindly help me to solve the issue. Thanks.
Different reply templates for different support groups?
My org is running SDP 11.0 and we have different support groups for different internal teams. Currently we have a global reply template, but we have a need to use different templates for each support group. Is it possible to customize this such that
How do you modify the default filter view for requests?
When your on the Requests tab and you look at the Filter's, there's alot of filter's to choose from. My issue is the technicians in our group keep choosing the wrong filter and thus it's preventing them from seeing the correct queue information. I want to make it so that only certain views can be used so this can't happen or make it so there is a default filter their applied automatically that doesn't cause this issue. Also,FYI, I created different status fields such as "Part on Order", "Escalated
Home customization
Where can I download additional widgets to customize the Home section?
Sites sync from Active Directory
Hi Community. I see my Service Desk is taking Sites from "Office field" of our Active Directory. Then there are "sites" listed that I don´t want to consider as regular Site. I imagine something is set up to take this information from Active Directory,
Query on time spent by each group
Hi Team, We are looking for a query to generate report on mentioned scenario"time spent by each group"
[Term of the Day]:Microlearning
Term of the Day “Microlearning” Definition — What is Microlearning? No one likes to spends hours upon hours learning the same thing over and over again. We want speed and faster learning techniques, this is where Microlearning comes in. Microlearning
Can not integrate the services desk plus with analytics tool
Hi , have provided all the parameters for the integration and also checked the capability for SDP to integrate with analytics all are good . But when we fill in all the details and click in save and sync below error message is popping out . Please let
[SOLVED] Urgent Attention:Hard DISK IO Performance
Hi, after upgrade SDP to latest build 11141 every days recive email notification as below : Product Name: ManageEngine ServiceDesk Plus Build Number: 11141 Hi, As part of our maintenance schedule, we conducted a health check of your hard disk IO, and
Customize response templates based on support group
We are using SDP 11.0 with multiple support groups for different internal departments. We are wanting to customize the response templates so we can define different messaging for different support groups. For example, we have internal support group for
[Community Tools] Tryout Beta Version of "DIY Implementation" in ServiceDesk Plus ChatBot
We have launched the Beta Version of "DIY Implementation" in our chat BOT. Now, Dhanya aka Zia can build a personalized plan based on a user's inputs. Users can implement the product using the document or they can initiate a chat and specify the unique
[Term of the Day]: Crisis Management
Term of the Day “Crisis Management” Definition — What is Crisis Management? The word crisis comes from the Greek word “krisis”, which means a crucial decision in the event of a crisis. Crisis management is defined as the process undertaken by any
Is there a plan for Workday and ServiceDesk Plus integration?
As you all know, Workday is one of the most popular ERP system for HR and Finance. Is there a plan for out of the box Workday and ServiceDesk Plus integration? Here are some of the use cases: Automated HR to IT case management Approvals based on Workday Org Charts Employee Onboarding Integration Employee Transfer / Movement Integration
Global Field and Form Rules
Hi Where I can to find Global Field and Form Rules It's not here (is'nt on the action menu)
System fields and addtional fields
When will ME stop locking done some fields to be used in FAFR, Business Rule, API, Custom triggers. I have been talking to ME many times over this. Why this restrictions? The latest problem is with custom trigger, you can only choose a limited set of
Ticket isn't re-opened when customer replies
Hi, We have an issue where some tickets aren't re-opened when a customer replies, which is causing some frustration for both our helpdesk workers and the customers that get no response in turn. It's not all requests that have the issue, and we've had
Technician Auto Assign - Report
Hi All, Looking to configure a report/s to monitor how many calls are assigned under the Technician Auto Assign function to each technician on a daily basis. I can't find any preconfigured reports that covers this. Has anyone developed a report or is
Can't search Pick List
When a requester is trying to submit a request they are unable start typing in the field to filter their options. For example. if I type in IT Tech it should come up with IT Tech 1 or IT Tech 2, but it does not. It just sits there like it's trying to
Custom report
Hello, I need an Assest report that lists all workstations with the following info. Model, Acquisiton date, Expiry date, Warranty expiration. I would like the asset listed in the first column and the rest of the info in the following columns in any order. Can you please give me the query syntax for this report? Thank you.
How to assign SLA
Good day! How to assign SLA per incident sub category ? SLA Should be assigned after editing the request and assigned subcategory.
Request by Email loses all formatting
Every once in a while a request will have all formatting from it removed. Sometimes it happens when it's emailed it. Sometimes it happens when we forward the request to another group or technician. The only common element I can find between the request
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