Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
How do I pass the HIPAA compliance audit using Exchange Reporter Plus?
The Health Insurance Potability and Accountability Act (HIPAA) requires organizations to store, transmit, and process health information securely. Healthcare organizations and companies that deal with health insurance need to comply with HIPAA. HIPAA requires organizations to store data securely and ensure no unauthorized access to data takes place. It also requires retention of medical records, policies, and other documents for up to six years. While HIPAA doesn't directly refer to emails, emails
OpManager workflow can not log ticket to SDP MSP
I use 12.3.137 version currently and under workflow the OpManager can not log ticket to SDP MSP. My notification settings is correct because I can log ticket to SDP-MSP under notification settings. Any ideas how to solve it? Thank you. Code Chang
DUO 2FA
Any updates on integration the PMP plugin with the DUO 2FA ?
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
How to Share Query Reports
I have create a Query Report (with the Administrator Credentials) and I want other users to be able to use it. But the Report saved does not appear on the list of reports for other users. Even if I save it as "Public Report". Actually, other users do not have the possibility to see Query Reports. Is there a way to change this? Thanks Bruno
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
Business rules/Triggers
Hello, I'm looking at doing some automations within the application that involves changing the status of a ticket. For example, we use the 3rd party status when we need assistance from vendors. I would like to automate a process where the ticket, once it has been in the 3rd party status for a period of time, triggers a notification to the technician and then changes the status of the call. Would this be possible? I was thinking that we could do this within the Incident SLA section but there is not
Service Request API pull
Hello, I am unable to use API to pull service requests. I am using: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************ I am able to view Incident Requests, but when I try to view Service Requests, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Closing a dependency
When working with tasks, I found that I couldn't close a lower level task dependency once I completed it. I had to close the parent first, then go back and close the dependent. Shouldn't this be the exact opposite? Shouldn't I have to close the dependents first before I can close the parent? Shouldn't the objective of this function be to create a task list with action items, and close each action item, then close the parent when all actions are taken and completed? Maybe I don't understand the concept
Incorrect Time Zone
Hi, After upgrade to 9207 time is displayed one hour ahead. How to fix it?
change timezone
Hello team. Install ServiceDesk 9.1. How chenge timezone for Moscow UTC +4 till UTC +3. Thenks
Wrong time zone
I have problems with the SD Plus MSP time zone. The server time zone is correct but the ServiceDesk is -2 hours, and that occurs since we reboot the server. How can I set the time zone to Santiago, Chile -3 Thanks in advance Mike
Custom Form Grouping or Labels
When creating custom forms using additional fields is there a way to group like sections of the fields together and separate them from other groups? Also would like to add header or sub-header labels within these sections but i do no see a way to just add a label without a text field or other input widget. Thanks.
Managing WAN links in the CMDB
Hi, Does anyone define their different types of WAN links as CI and manage them this way? If so how are you doing it? Cheers
SDP MSP settings document
Hi, I am looking document can explain more detail on how to use MSP common site or default settings in account detail settings. I read the admin guide from wbesite but the document only tell how to setup it.. did not explain why have this function. My environment has multi-accounts and need to setup default business rule and SLA.. also may need to adjust special SLA for individual account. are there document can help me to understand how to structure the configuration in SDP-MSP? Thank you Code
how to identify differnt accounts when OpManager to log ticket?
does anyone know how to identify different accounts in SDP-MSP when single OpManager to log ticket for multi-accounts? for example, I have account A and account B in SDP MSP, but I only have one OpManager to monitor both of their devices. When I received tickets from OpManager via Log ticket under notification settings. can I identify the ticket is belong which account and create related ticket for A or B account? Thank you. Code Chang
2018-06 Delta Update for Windows 10 Version 1607 for x64-based Systems (KB4284880)
Any one else having issues with this - says it missing but fails to install. If I run it manually says it is not required. ME support have told me they have fixed it but it still isn't working
2018-01 Security Monthly Quality Rollup for Windows 7 for x64-based Systems - Meltdown and Spectre (KB4056894)
Are other people experiencing an issue with this patch returning every few weeks showing it needs installed when the clients already have it installed? When it fails it returns Unknown error code : 2145124329
How can I create a report showing the Groups and the Support Reps of each group?
I need to create a report or a print out of the groups I have and who are the Support reps in each of those groups. Where can I find that? Thanks Bruno
Reports No Longer Contain Hyperlinks
All our reports no longer contain any Hyperlinks. So for example the RequestID and Subject fields were always hyperlinks. I am on build 9307 on my Prod build. My test server is on build 9405. It works fine on this server.
SSH key issue in OpManager
Hi, I use bash to get linux server cpu processor queue length. but my linux system is using SSH with key for login. I downloaded my linux private key and tested under PuTTY in windows to access my linux without problem. but when I upload into OpManager, the test is failed. The following is log information from my OpManager. [10:32:54:488]|[06-29-2018]|[SYSERR]|[INFO]|[401]: com.adventnet.cli.transport.LoginException: Login Parameter incorrecte:\ManageEngine\OpManagerProbe\bin\..\temp\sshkey_10000002106.txtsshkey_10000002106.txt
32 bit to 64 bit on the same machine
Hi, I can find a guide on how to upgrade service desk plus to 64 bit, but when you reference the guide it always talks about how to do it on another machine. What process should I follow if I have servicedesk 32 bit installed on a 64 bit machine and just want to upgrade that install on that same server? Thanks
Jira ticket update on a scheduled basis
I have configured the one way Jira integration with SDP, by using the provided standard facilities. However it means if I want to fetch changes in the Jira issue, I need to go to each individual ticket and select the "Updating_JIRA_Information" manually on a regular basis (or when I know Jira issue was updated). Two way integration via Jira itself is troublesome, as Jira cannot query the SDP API properly via Webhooks - it supports only Jira issue ID/name in the URL called and not the SDP ticket ID.
Outlook Add-On
Is the Outlook add-on only available to Office 365? We have Outlook 2013, and if it is available, where can I download the add-on from to install and test? I am running on-demand as well.
Change workflow : some status are not showing in some stages
i am facing a wierd issue. i am rewriting the configuration of my dev SD+ to the production . when doing the workflow i am facing this ; reject status under approval stage is not showing in my production environment but does show in my dev. they are at the same version and build level. version : 9.4 build : 9409 OS : Linux DB : postgres i also found in my dev environment now one status is missing in emergency workflow status : requested for information so that's make 2 different environement with
Custom Alerts, changes and mapping to Windows Event Log string values
So, we recently upgraded to latest version of ELA (11.13.2) and there are considerable changes to the Custom alerts. Things like you can't use a - (dash) in the alert name, custom alerts have a lot of pre-defined options to choose form drop down, etc. My existing custom alert profiles seem to have transferred, i.e. dashes still in name and seem to work, but things like custom fields are not matching windows Event logs. For example, have a custom alert that checks for ANY event log entry with the
SAP database query for specific information
Hi. We are dealing with a customer that is requesting that they need that a customized field must be filled with information that is included in a SAP system. Basically the information refers to numeric ID for products or devices that are included in the SAP database. I wonder if this kind of interaction can be possible using REST API or maybe custom trigger? If so then I wonder if there is some info about the SAP versions that are supported and also how we can obtain some help to do this Regards
Advanced Search not retaining conditions
Advanced Search in Request View is not keeping the AND/OR parameters selected. A number of months ago I created a multi-line search that I used at month-end to ensure we had all pertinent fields populated prior to running monthly reports. This consists of multiple lines connected with the OR condition. After updating to 9409 (we did 4builds at once) the criteria changes to AND for every line. This necessitates changing all AND conditions to OR every time it is run. The conditions are not being kept
Define Category, Sub Category, and item depending on group
Hi Team, Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to? Were looking at rolling out SDP to other departments. I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments. We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring
Disable option to create custom request views
Hi Everyone, In my team a lot of the technicians have created custom views for their own request instead of using the one specified for the team. is there a way to disable the option to create custom views so the teams can only use those specified by administrator? Best regards John
REPLY TO REQUESTS FROM MULTIPLE GROUPS FAILING (Service DeskPlus 8.0)
I have two groups on my service desk (IT Support and Facilities Support) The IT support email account is the primary account and was setup in the mail server settings. I aliased an email address for the Facilities Support under the IT support email account. I am able to receive requests for the two groups. I receive notifications and can reply to requests from the IT support group (because the email in the Outgoing tab of the mail server settings is the IT support email) I am unable to receive notifications
Computer Up Time
We have a problem with some of our users leaving their computers on for several days/weeks at a time. Is there a was to get an alert when a computer has been up for more then a certain amount of time?
How to disable Desktop Central Remote control?
Is there a way to disable Desktop Central Remote control for certain computers. I would like it to be disabled for the servers. - Tasha
Newsletter de junio!
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Habilitar cantidad de tickets service desk
Buenas Tardes Quisiera conocer en que parte de la administración del Service Desk se puede habilitar para que en el portal de usuarios, puedan ver la cantidad de tickets abiertos. Gracias. Cordialmente, Erika Pardo
GINA on Thin Clients
Hi, We just started using ADSelfService, it working well so far. But we reach a little issue, the GINA client is not installing well on some Thin Clients. To be specific, on thin clients with "Windows XP Embedded" it's working well.on those that have Windows Embedded Standard 7 (HP), it returns the error "Fatal error during installation". We checked all permissions, remove the lock on these machines, but the result is always the same. Is there a solution for this?, or just Windows Embedded 7 is not
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