stop timer report
hello i need a report that displays request ID requester urgency impact request status created time reason for stopping timer
Resigned technician showing up in technician list
Hello, I had added a technician a few months back, deleted that technician and later had to re-add that same user to become a technician. The technician shows up twice on the "Assign" list and is not getting all of the assigned tickets as it maybe going to the resigned userid. I have run select au.first_name"Technician",hc.technicianid"Technician ID",sd.status"Status" from helpdeskcrew hc left join aaauser au on au.user_id=hc.technicianid left join sduser sd on sd.userid=au.user_id; and it
ServiceDesk Plus 8208 Released
Dear Users, Hotfix 8208 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8208 SDF-48361 : Info related to Project Member Addition/Updation/Deletion now gets listed in the project’s history. SDF-49532 : Logged-in project members and Project owner cannot reassign themselves to lower ranked project roles. SDF-49646 : Project members cannot delete themselves from the project SDF-49029 : Attachment
Helpdesk Configuration Issues
Good Day Friends, we are using Service Desk Plus 8.1.0 Build 8127 and seeing a major issue that is affecting our regular day to day operations. This is currently the process: 1. User logs a ticket 2. notification goes to the group of technicians assigned to deal with that category 3. a Technician assigns the ticket to himself and this does not offsets the "Pickup Time" 4. the user is sent an email from helpdesk stating who is the technician assigned and when to expect their to be resolved by (based
Cannot set group or department via API
Using the below URL I am able to create a ticket that has everything filled in properly except the group (The "localhost" and "apikey" are correctly inputted in the actual string) https://localhost/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=apikey&INPUT_DATA=<Operation><Details><requester>HowardStern</requester><subject>MoreInfo</subject><description>Icanhas</description><category>*Production Applications - Incident</category><subcategory>TUI</subcategory><item>Other</item><priority>P3
Allow Techs to add new product
I am wanting my technicians to be able to add new products into the program so that they can add assets (things we already have). When I give them Full Rights to Inventory, Purchase Orders, and Contracts, they still do not have the link for "New Product". It only appears when logged in as administrator. Any idea on how to make that visible to my technician role?
Cannot login demoted admin account
I have on accident demoted the admin account as well as removing my domain. So I can login as admin but the account has no privelages. I cannot login to my domain accounts which are all admins because I removed the proper domain from the list thinking it was a duplicate. I am using MSSQL for the database. Thanks for anyhelp I am lost.
Cannot send notifications
Since this morning not all the notifications are send. Users get a notifications when a ticket is created but not when they are resolved or closed. The notification rules are activated. How can i solve this?
Close attached incidents with problem
Hi, We have multiple Incidents attached to a problem. We need to close those automatically along with the problem once it's resolved. How to do this? It seems that the Problem just closes and doesn't do anything with the Incident\requests attached to it. SDP version: 8.2. build 8207 (latest) Regards lakend
On-hold notification
Hi, Is there any function to send notification to technical when they change status to on-hold in a certain of time?
What parameter that I should add to change template while phasing parameter via URL
I want to add a new request by phasing URL with parameter and change template from default to another template How can I change template from "Default" to another template? Which parameter ?? HTTP://172.17.1.21:8090/servlets/RequestServlet?&operation=AddRequest&username=xxx&password=xxx&group=Middleware&site=yyyy)&category=MW&subcategory=VSS&SLA=Low%20SLA&description=TEST&request%20type=Service%20Request&impact=Not%20Impact&level=Request%20for%20information&priority=Service%20%2F%20Request&mode=E-Mail&resolution=VSS%20task%20completed&urgency=Urgent&requester=xxx&project%20name=xxx&system%20name=xxxx&technician=xxx&start%20date=05%20Jul%202013,%2000:00:00&end%20date=10%20Jul%202013,%2023:59:00&counter%20Measure=Add%20Check%20in%20Check%20out&subject=[AUTO_SR]xx%20Request%20Pivilege%20-%20xxxx%20From%2005%20Jul%202013%20to%2010%20Jul%202013&occured%20date=10%20Jul%202013,%2023:59:00&reqTemplate=4501&isOverwrite=true
hyperlinks in the description
Hi, I'm trying to update a old Service Catalog item to point users to Solutions instead of getting us to do some of the tasks in the request. eg. point users to a solution for managing outlook delegates, instead of our team accepting requests to change delegates. When I try put a hyperlink in the Description, they don't work when you then try use the form. Is there another way to have hyperlinks in a Service Catalog item? Thanks e
Reports for requests that were assigned to technician (re-assignment)
Hi, I'm looking for reports that will show how many requests were (in history) assigned to technician (not completed by). sample 1: (summary for requests completed last month): technician_name, assigned_request_count, completed_request_count sample 2: (requests that were assigned to technician, but are no longer, for requests completed last month): old_technician_name, assigned_request_id, assigned_request_title, new_technician_name, request_status_on_assignment to old_technician, request_status_on_assignment
Technicians Report
Hello, Can you send me the SQL query please to extract this information as we are auditing access rights of all Technicians. Technician Name Site Department Roles Support Groups If Purchase approver or not We're using version 8.1.0 Build 8109 and MSSQL. Thanks!
Email notificacion to technician
Hi, Is there a way to notificate automatically to the technician when I create a new request? (The technician is assigned automtically in the template)
Restore template Default
Hi, I would like to know how to restore the default template for the initial settings, because it was customized.
How can my clients create a new solutions?
Hi: I have intalled the free versión of servidesk manage engine. My tecnical can create solutions but my client no, How i can configure for my clients can create a new solutions??
Report
Good morning, can you help me please create a report I need create report with nex information: 1)Workstation name 2)IP 3)Username 4)Position 5)Department 6)USB 7)DVD 8)Other devices Token/Card reader etc how can i do this. Thanks
How to add Group filter to Query Report
I found a useful query report in the Frequently Asked Reports section - specifically "Count of Requests Created Based On Hour Range". I'd like to narrow the results to ONLY show the requests in the Service Desk group. Can someone advise? Here is the query that is provided: select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01
please help me
I am try to translate HelpDesk to my language , but after restart pc , dont effect my translate to system and come back to old translate. how to fix this problem?
restore the service desk
hi would like to restore the service desk to return the settings to default template without losing any more, there is this possibility?
Build 8207 slow
Ever since upgrading to build 8207 from 8202 we have noticed that SDP is very slow to load pages from time to time. The page itself does not matter and all technicians have reported it. We have the same issue with IE9, IE10 and Chrome. I have not had any users report it, but I have not asked them either. As an example, I could close a ticket and click on the Requests tab to bring my list back up and it might open instantly or take 20-30 seconds. The view does not matter...it could need to load
Survey Resed email
Is there anyway to resend survey email if user missed that email or delete it unintentionally?
Cannot delete conversations
Hello to you all, We have a lot of errors on conversations that need to be corrected and to do this we need to delete some lines. Can you please tell us how to achive this? In most cases I only have forward button available. Thank you, Contametudo
Upgrade error
Attempting to upgrade from 8.1.0 build 8127 to 8200. Receive message in the screen shot below. Reboot of server causes service to continually attempt to restart, and never successfuly starts. Restored to previous backup in production. Cloned server to test install. Same results. Working on roll back instructions. Any assistance is appreciated.
Cant change db (pg to mysql)
Hello, We are having some problems to change the default db (pg) to myqsl. we fallow the process in the ManageEngine documentation: 1. Stop server 2. Backup data 3 changeDB script 4. Restore data. In the 4th step we get this error: Unable to restore database : java.io.IOException: ./mysql//bin/mysqladmin: not found We try: 1. create in bin directory a folder named "mysql" 2. create a link named "bin" to /usr/bin where mysqladmin is. 3 run the restore data script again but the same problem. grateful
backup technician
how can we adjust dueby date of the requests Automatically for backup technician?
Contingent Fields
How can I setup a form template to have fields that are contingent upon the value of another field? or field that appears when a particular value is selected from another field?
I need to find How many SR's were closed and turned into CRs?
Our project has service desk plus with all data and MSSQL as backend, I'm not getting how do i find, how many SR's were closed and turned into CR's? I'm not able to find because I'm not able to find any relationship between these twos? Please if anyone has already worked on such a problem please let me know?
Service Desk Plus 8 Public access
Good Morning I have tried searching forums and could not find any news on how to make the service desk plus 8 open on the network, we have clients not on our network and need the service desk able to be open to them.
Where is located the default template
Hi I wonder where is located the default template, or if I have to restore this template.
Integrating service desk with core banking application
I want to integrate the service desk (complaints) module of manage engine to the bank's core application such that some customer details on the core banking application can be pulled and displayed on mange engine.Please advise asap.How do i get the APIs?
Content variables of sms template
Hi, Is it possible to add or to find the variable "technician mobile phone" to sms template?
incident catalog vs. issue catalog
I know this may be a little OCD. but is there a reason why it is labeled Issue Catalog on the user side vs. Incident Catalog on the administrative side and is it possible to change one or the other so it is the same?
User not able to see service catalog
We have had service desk deployed for about 2 years now and everyone can see the service desk fine. Except,.. for a new user we just created to test things. Is there a time delay or something i need to set to make this happen? The user is a member of the site.
Slowness while logging via domain account
I am having a problem accessing servicedesk via domain account. it takes long time to log in. however when I logged in using local account, it goes fast. nothing was changed in active directory and everything was perfect but last week we started encountering this problem. we are running SD+ with build 8109 in virtual server with Win2008 R2 Ent. I am restarting the server twice a day and end users are complaining attached is the support file for your kind review Please help it is urgent Thanks
Service Desk Plus App
I want to test the App but how is this setup? I need detailed information about how it access my service desk plus environment and how is the data protected through communication. What ports need to be open? Does anyone know where to find this information?
Field value repetition in IE 10
Technician experienses field value repetition in pull down menues with Internet Explorer 10. E.g. Values in Subcategory are repeated twice: ValueValue. SDP version: 8.2.0 Build 8207 MS SQL: 2008 R2 Express Regards lakend
Edirectory site attribute
Were using novell edirectory for Ldap authentication of servicedesk plus, what's the exact attribute being used by servicedesk for site parameter. I read on other topic that its physicalDeliveryOfficeName and this attribute is availble on our edirectory but still site parameter is not filled when trying to import users.
Multiple Currencies for Purchase Orders
Currently it is only possible to choose one currency and stick to it. It would be of great deal of help to be able to work with different currencies for different contracts.
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