Technicians - Remove login vs Delete vs change to requester
Hi dears, *What is the cons. and pros. for Technicians - Remove login vs Delete vs change to requester *What is the best practice process steps for removing a technician left the company (without any impact) ? Regards,
Daily Report on Time to Assign / Respond / Close
Hi, I'm looking to create a report which runs daily and shows results for yesterday with; Time to Assign, Time to Respond, Time to Close in hours, also showing an average. Filtered by Incidents Only and Level is Complexity 1 Only is this possible? Currently on 9.4 Build 9409 using Postgres Many thanks, Aaron.
Report technical roles
In which table we can see the information for the roles assigment to the cmbd option?
Start mail fetching automatically
Hello, Is there any way to accomplish this? Via a script or something within the servicedesk database? When fetching stops for us, it is normally early in the morning during a VM snapshot, since that stops the VM's connection temporarily and causing the mail fetching to stop. Are there any scripts, API calls, or database changes we can make to start mail fetching so we can possibly run it on a schedule to re-start mail fetching after the Snapshot, or incorporate retries into mail fetching so that
Live chat is not functioning - SDP 9.3 Build 9332
Hi experts, My live chat is not functioning. I have configured the settings as per link below: https://help.servicedeskplus.com/configurations/helpdesk/configuring_chat_settings.html During testing, online technicians didn't get messages sent to support group by requester. The messages became missed chat as seen in chat settings by Administrator. Is there any pre-requisite steps need to be done such as open firewall port etc? Kindly help ASAP as I need to do demo to our users next week. Looking forward
Export Solutions with keywords
Can i get the pgsql query to export all solutions including keywords please? Im running version 9.4
Additional 'Levels' In Request Catalogue
Hi, We have been building our Service Catalogue for ICT, Communications and Facilities Management. To show which Categories apply to which Business Area we have prefaced them with ICT, COM, FAC. However, it would be better for us if we could have had a High Level Category for each Business Area, with sub Categories within, then the Templates in the sub Categories. Does anyone know if this is even possible using SDP? We are getting quite a few people who are commenting that they have seen such functionality
Remind requesters to close their resolved ticket by email
Hi I want to send reminder email to requesters to close their resolved ticket. How can i do that?
Multi Language email notification
We buy the license for Multi Language in SD 7.5 Language work fine with self portal login for user. Switch between English and French depend on they browser. My question is, there any way to set option in Admin configuration to set Site for specific language? Cause now our french user receive email notification in english, but need self portal is in french.... Maybe could be a good fix or feature in next version.
overall summery report by company
hi , I'm looking for the same query for each company .. version : 9.3 Build 9334 thanks SELECT count(wo.workorderid) "Total", count(case when std.statusname='Assigned' THEN 1 ELSE NULL END) "Assigned", count(case when std.statusname='Resolved' THEN 1 ELSE NULL END) "Resolved", count(case when std.ISPENDING='1' THEN 1 ELSE NULL END) "Pending Requests" , count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE
Technician on leave
Is there a way to have a tech on leave for a few hours, or do we only have full day options>
SDF-59459 - Adroid App Notifications
Is there any update to this feature request? This is causing some major workflow hindrances to some of our mobile users.
Query reports in SDP On demand
Hi I may be being daft here, but how do I create new query reports on SDP On Demand?
Error in Back-up after upgrade to 9414
After upgrade to service desk plus 9414, the backup schedules doesn't include file attachments and it gets back error. The backup is just include data not attachment files and it says partial backup.
Multi-stage Approval Requests
If one stage rejects a request, but after receiving additional information wants to approve the request is this possible without resubmitting the request and making the higher level approvers process again?
Login with AD account from mobile site not working (works from desktop site)
We use AD authentication, and I can login from SDP’s desktop web site AND from IOS mobile app to SDP. BUT, I cannot login from the mobile site that is displayed when I use my iPhone’s browser. I’m getting a message saying “Username or password incorrect” (but the password works fine when I request the “desktop site” instead). See attached image for reference. The problem is that our users and technicians use the mobile app, and when they are reading requests’ conversations that have links to any
Change Status when a reply is received from the Requestor
Hi, We currently put Requests into a Status of 'Awaiting Customer Response' when we ask a question of the Requester. Is there a way to automatically change the Status, thereby starting the SLA clock, when the Requester replies? Thanks In Anticipation Ian
CMDB Baseline
Hello We are trying to implement the BAI10 Cobit process which refers to having a baseline for your CMDB. I was checking past posts and I found that this was requested in SDF-52890 4 years ago but I didn´t find any additional information. Is thsi a feature on SDP? if not, how do you recommend us to manage a quarterly snapshoy of the CMDB that we can use to track changes? Regards
Attachments in solutions
Hallo. When I insert an attachment to a solution and close the request, it is not sent by mail to the author. I have to first send the attachment through the answer, then close the request. This is not convenient, because many authors do not use the portal, but only by mail. Thank you and have a nice day.
Hide the List Mean of the Incidence request & service request
Dear Support, Is possible to hide the List of the Incidence request as well as the Service Request..PFA
Solve and Close button for requester...
Fradmin 03 Aug 2018 11:37 AM ( just now ) Hello, is there any function within the software, which allows the requester to close the incident without the need to solve it from a technician first? Preferably would be an button like "Solved, close now".. Thanks in advance guys! Fradmin
Upgrade Manage Engine from 9.2 (9238) to 9.4 (9414)
We need to upgrade our Manage Engine from 9.2 (9238) to 9.4 (9414). We look at https://www.manageengine.com/products/service-desk/service-packs.html but there aren't steps from our version. Anyone could help us?
Error in download attachments after upgrade to 9414
In build 9414, there is problem in download attachment after submit requests. When you attach pdf or office documents (xls, doc, docx,....), after submit request, it cannot be downloaded by technicians. Again, it repeats in change requests.
Report for software change in month
Hi, Can i get report of software instaled and uninstalled in month. I saw it in Detailed Audit Trail Reports but i could not export to excel file. Thank you, Khanh
Restore database
I am trying to restore our production database to our test database and it is asking for the password to the database. They are both on the same version 9413 and SQL 2012. I am not sure what the password is. How do I query the password?
Mail SSL/TLS
Hi, I have a problem ... We have been testing SD Plus v9.1 Build 9100 and everything is fine. But since they made changes to our mail server, the application stopped sending notifications. I have configured everything as requested by the server configuration, but it has been in vain. My mail server is with cPanel. Attached photos.
Certificate install for service desk
i want to install Local CA for ServiceDesk, But i dont get .REQ extetion file, Can you help me please ?
User Onboarding
I have a question that I hope someone can possibly assist with. We use SD+ as our incident management tool When when do user onboarding our process is for HR to open a ticket. The issue I have is if a user needs access to multiple network locations and applications, approval is required from multiple different business units. Is there a preferred way to gain these approvals using SD+ without having to open multiple incidents and link them together? You cannot send a task for approval off an incident
SDP 9404 to 9414 - how to ?
Hi ALL! I have SDP 9404 in Windows 2016 + MS SQL 2014 as DB-server for SDP. Where is step-by-step guide for update SDP to 9414 ??
Adding new domain
Having problems adding new domain, need help.
Error when trying to run any report
SDP Standard v9414 Whenever we try running any kind of report, we get the attached error message. I have also uploaded the logs here: http://bonitas2.zohocorp.com/zipUploads/2018_07_29_23_42_18_o_1cjjj8huo1ghk1lhdll217sa1bu51.tar.gz Could you please help us sort out the problem? Thank you!
previous week activity
All, I am trying to create a weekly report for the prior / previous week. I have searched on here and found some good examples, but it isn't exactly what I am looking for. Hoping someone can help. Ultimately I am looking for a report the is broken down by category / sub-category, that shows the count of the number of tickets that were open at the beginning of last week, inbound tickets last week, tickets closed last week, open tickets at the end of the week. Going across the line for each category,
SLA Reports
Is there a way to filter out SLA violations based on who owned the request at the time of the violation? Say technician A owns the ticket, and SLA is violated so technician B picks up the requests, works it, and then resolves it. When I run my SLA report, the violation shows for technician B instead of technician A. I need a way to accurately measure who is struggling with SLA violations. Thank you!!!!!
ServiceDesk Plus SLA Reports
How can I run SLA violation reports that return results for the technician who owned the request at the time of the violation rather than the technician who owns \ owned it? For instance, technician A owns a request and violates SLAs on that request, and technician B sees the violations and picks up the ticket, works it, and closes the request, when I run reports for SLA violations, the violation shows under technician B rather than technician A. I need accurate report results to measure and work
Convert query to show minutes and Seconds
Hi. I have this query that works well in showing the time between 2 statuses. I am running into discrepancies, where the system is round the minutes. Is there a way to modify this query to show Hours, Minutes, and seconds? The query is in MSSQL. Thank you very much. Dave SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",LONGTODATE(wo.completedTIME) completedTIME, woh.OPERATION "Operation",LONGTODATE(OPERATIONTIME) OPERATIONTIME,scd.NAME "Subcategory",icd.NAME "Item",ti.FIRST_NAME
Looking for PowerBI or Tableau dashboard template
Hi, I am looking PowerBI or tableau dashboard template to generate SDP MSP report. does anyone have test it successfully to poll data from SQL database under SDP MSP? thank. you.
Show home page after clicking on new incident
Dear Sir, Is possible when we click on new ticket ,It takes me to home Page.PFA
Does ServiceDesk Plus offer any quick ticket functionality?
Is there any way to form quick tickets where you choose a ticket type from a list of quick tickets, fill out a few fields and close it without having to save it first? This really helps with ticket entry of simple, redundant tasks like password resets. Username, system name, password reset, completed, then save all in one step.
Change task visibility for Requesters
Dear All, We have been receiving feedback from requesters in our organization that they are not able to know the status of a ticket, which has different tasks created. As an example, when we have a new User on-boarding and several tasks are triggered to different teams, for hardware, access to different systems (different teams), phone extension, etc etc. We would like to select some of the tasks to be visible to end users so they could have information of what had been done and what is pending,
Images in work log entries
Hi Any chance you could make it possible to paste images into work log entries? It's very often handy to record a screenshot relating to a job, but at the moment the only way I've found to record things like that against a request is to add a reply to the conversation with the ServiceDesk as the recipient. Not ideal for two reasons. 1, it confuses the 'discussion', and 2 it becomes part of what the requester can see. Best regards, Paul
Next Page