Query Report Not displaying all ServiceDesk Info
I'm running the below report and getting results but only showing one of the 2 groups we have and only showing 1 of 4 priorities, I can't work out why it's not displaying everything. ServiceDesk 9.4 9400 MS SQL SELECT qd.QUEUENAME 'Group',pd.PRIORITYNAME "Priority" , convert(varchar(10),(avg(woh.operationtime-wo.createdtime))/1000/3600)+':'+convert(varchar(10),((avg(woh.operationtime-wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(woh.operationtime-wo.createdtime)))/1000%60)) as Average_Resolution_Time
Bulk edit of field accountowner - department
Is it possible to bulk edit fields like accountowner - department in PMP? Organisational changes requires this sometimes. Thanks
need to edit log on to list
Hi, i need to remove the log on to list for the login, can any one please help me.
PMP Agent for external domain password reset/verification
Been working with support on this but support for the agent seems to be limited. I'm essentially trying to get our PMP instance to properly and consistently work and reset domain credentials on remote site/domains (routed externally). Was told that it would need to be pingeable/reachable via the internal IP which to me beats the point of having an agent all together. I've been able to get it to somewhat work but not consistently so trying to determine if the solution is viable at all.
Automatically create incident
We have scheduled meetings with our customers weekly so would like the ability to automatically create incidents on a schedule. Anyone doing anything like this?
Send email with ticket info through custom triggeradf
Hey guys, i am looking to send a custom email to a distribution group when a ticket priority changes to escalated general. What is the best way to do this? I do need the description to be part of the body of the email which is why i don't seem to be able to accomplish this through a business rule.
Servicedesk Integration with SMS server
hello Team, I will like to integrate my servidesk plus with an SMS server, is that possible. I want to be able to send out SMS like the Email alert servicedesk plus currently support.
Variable for Technician's Phone number
Hi, Is there a content variable that I can use in Notification templates that will give the Technician's phone number?
Update from 9014 to 9402 - is safe?
Hello, I need to know if it is possible to do this. Or if I have to respect intermediate steps. regards. AK
Update 9014 to 9402
Hi Please Help me, for update 9014 to 9402. Can you recommend the steps to follow? regards. AK
'on hold' schedule status change option in reply
Hi, I love the 'schedule status change' option that you get if you edit a request's properties - this lets me set a request to automatically re-open at a certain point. However, the most common time I want to change a request's status from 'open' to 'on-hold' is when I'm replying to something the requester has said (either the original request, or a conversation item). It would be really useful if when you change the "Update request status from "Open" to "On-Hold" after reply sent" dropdown in the
Surface Pro 4 - Complete & Corporate Wipes
Do the complete and corporate wipe features work on Windows 10 Surface Pro devices? If a device is taken by a former employee, are you able to remotely lock or wipe the device if it isn't on your network?
Introducing Disable Windows 10 Automatic Updates in Patch Manager Plus
In order to disable Windows 10 Automatic updates in Patch Manager Plus, we have provided an option to perform via a Patch. This Patch would be deployed from Supported Patch View and will not find in scan Kindly find the snapshot with Patch details and its navigation path below to achieve it, Patch ID : 105427 Bulletin ID : MSWU-2853 Note : This is an optional patch and could be deployed from Supported Patch view only. Go to --> Patch Manager Plus -->Supported Patches: search for Patch ID "105427",
Dynamic Distribution Group and Shared Mailbox on Office 365
Hi, is it possible to create and administer Dynamic Distribution Groups and Shared Mailboxes on Office 365 through ADManager Plus? Currently we do the Shared mailboxes in AD and sync them to 365 as we need our mail security to see a local address. We also do regular Distribution lists locally as well. Any help gratefully received. Thanks Tim
Task to the certain technician
Hello! Can I create a new request via e-mail to the certain technician? Thanks.
Tech Availability Chart: Managing Team Members
Curious to hear how others are using the chart to view team member availability for projects/tasks/tickets etc... We have 100 techs across the organization split into 20+ support groups. We are having our PMs/TLs/Managers use the chart to plan out work but with how the groups are separated (ex: application support teams, system support teams, functional teams, etc) it's becoming harder to get 'one' view of everyone. To try and eliminate unneeded techs/vendors, we created a generic support group
API and update requester fields
Hello! I need change site for requester by API (powershell/python) How i can do it?
TWTQ: How the STIX/TAXII feed processor works
Hey everyone, Here's This Week's Top Question (TWTQ): Q: What are STIX and TAXII? How does EventLog Analyzer's STIX/TAXII feed processor work? A: The Structured Threat Information eXpression (STIX) protocol describes a structured language for describing threats, and the Trusted Automated Exchange of Indicator Information (TAXII) protocol describes how this threat information can be communicated. Simply put, STIX and TAXII are global standards for identifying and sharing threat information. Together,
Technician is not showing in the technician list in Service desk plus
one of the Technician is not showing in the technician list in Service desk plus, but technician login is working, please guide me how to show that technician service desk plus 9.4
Reply Template Duplication
Hi all! Hopefully I'm not asking a frequent question, but I couldn't find this issue mentioned anywhere: When replying to tickets we have a standard template, but when closing tickets we have an additional reply template that we use. The issue is this template just inserts on top of the standard reply, rather than replacing it. Is there any way to change this? Many thanks, Jack.
Account Managers can only see their own requests
Today we discovered that account managers can only see their own requests, even with the all account requests filter is selected. Site Managers can see all requests from the Site and does not appear to be broken. I'm not sure if this is an issue in the latest build or if it is unique to our implementation. has anyone else seen this problem?
Find Not Working
Hi, Find is not working properly
How to change links in SDP to Analytics
Hi, I have set up a redirect URL pointing our users to our analytics plus server and I would like to change the URLs pointing to analytics in the menus of SDP. How can i accomplish this? Please see attachment. Regards, Alexander Nordin Region Halland
Script Master 22: Auto-create worklog and change status of requests
This week's script will address the requirement provided by @Ashburn Finday in the below post, https://desk.zoho.com/portal/manageengine/community/topic/incident-template-with-pre-filled-worklog
Set Site field according with email address
Hi, I try to automate to set the site field according to email suffix address and was wondering if get some advice how to do it. E.g. receive request the form mlo@dukesacademy.org.uk the site field will be filling it up with Dukes, if the requester uses the address mlo@oakspark.redbridge.sch.uk it filled it up with Oaks Park. I already created this sites and tried to use forms rules to achieve it but is not working.
Any one else unable to download Ms18-MAR2 24074 ?
I can download it from MS but my patch DB is failing when trying to dl. The rest downloaded just fine. I did notice that this patch DB shows that patch as 16 megs but MS has it at over 300. Seems 16 meg for a rollup is very small.
Report - Task Scheduled End Time Violated by Technician of selected group
DB: PostgreSQL Report Requirements: Chart Type: BarChart 3D X-axis: Technician Y-axis: # of task with scheduled end time lesser than today Filter: Group = Service Desk Schedule: Daily Is there a way to create such a report similar to SLA Violated requests by Technician?
survey participant percentage
Hi, can you please help with the MSSQL query to fetch survey participant percentage in SDP. Thanks Much.
Synchronize Salesforce passwords with Active Directory and eliminate password related worries
Using Salesforce and other business applications forces users to remember extra sets of credentials. More the number of passwords users have to remember, more the number of password related calls to the help desk. With ADSelfService Plus' Active Directory-based password synchronization support for Salesforce and other popular business applications, you can eliminate password-related hassles for both your end users and your help desk. Here are a few advantages of using ADSelfService Plus to synchronize
Microsoft Patch Tuesday March 2018 updates
This Patch Tuesday comes with 74 security updates, including fixes for two known vulnerabilities (CVE-2018-0808 and CVE-2018-0940); luckily this release arrives in a more timely fashion, as there have been no known exploitations of these vulnerabilities like we’ve seen in the past. Read more: https://blogs.manageengine.com/desktop-mobile/desktopcentral/2018/03/14/microsoft-patch-tuesday-march-2018-updates.html
March 2018 - Patch tuesday updates from Manageengine
Hello Folks, Quick update on the March 2018 Patch Tuesday. New Security Bulletins : 2018-03 Security Update for Adobe Flash Player for Windows (KB4088785) 2018-03 Security Monthly Quality Rollup for Windows 7 and Windows Server 2008 R2 (KB4088875) 2018-03 Security Monthly Quality Rollup for Windows 8.1 and Windows Server 2012 R2 (KB4088876) 2018-03 Security Monthly Quality Rollup for Windows Server 2012 (KB4088877) 2018-03 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4088878)
email id to notify
Hi there, i have followed instructions given to auto cc a particular email when a requester creates a ticket but it is still not emailing the email address i fill out when creating a rule for a particular site . I have followed the following instructions . To configure the notification please go to Setup > Templates and Forms > Form Rules. You need to create a new form rule in which the you should set the condition as "Site is" and specify the site. Next set the condition to Set Value to Field >
Email individual technician when request is assigned
Several of our technicians have requested that they be emailed when a request is assigned to them. I see an option in the settings called 'Alert technician by email when a request is assigned', but there is no option to pick which technicians this setting will apply to. From reading the forums and other ServiceDesk Plus posts, it sounds like this setting formerly would email every technician instead of only the technician the request actually was assigned to. Has this functionality changed? I hate
Automate Task Creation based on Calendar
Hi, Is there anyway to automatically create a Task based on the time of year ? Everytime there is a Bank holiday we have to perform some work, usually 5 days before. Does anyone know if there is anyway to script a task being created based on the bank holidays you add to the system ? Bank Holiday -5 Days etc. A
Sync error to ServiceDesk Plus
Just started getting this: FAILURE :Exception in displaying ManageEngine Analytics Plus configuration details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. In the ServiceDesk Plus Admin sync area. Any ideas why? i didn't change anything and I can PULL from Analytics fine and both servers are accessible.
Gantt Chart PDF export fail
We're receiving an error message when trying to export a project gantt chart -- testing in safari and chrome with admin user: v9335
Problem with Translations
Hi all. I'm having a problem. Im trying to translate the Asset States (they cant be modified or renamed), to spanish. I go to "Translation", I look for the word "Disposed" and change the name to "Desechado". Then, I requested the restart of the server (first we tried to restart the service but it did not work, and then we tried to restart the whole server), but when we entered the SDP, the State of the assets is still the same. Thanks in advanced. Regards Facundo
Support group notification.
Dear all, I have small issue but I'm not sure is it an issue or it is not possible to establish at all. I would like to inform all technicians from one support group about all user answers. In the administration page I've marked: Enable notification for requester replies. Alert group members by e-mail when a request in group is updated. Unfortunately we don't get any notification when users answer..
Workflows for Change Requests
Hi all, I have been tasked to create a Change Request process and workflow for our company. I don't need anything complex, in-fact, I need the opposite. I have tried creating my own workflow, to the best of my knowledge, but it doesn't seem to be as simple as is needed. Does anyone here have any workflows that they can share with me, or maybe point me in the right direction? I will attach the current workflow here, and any feedback would be appreciated. Ideally, this is how I would like the workflow
Query reports - Users/Phone/Zip
I need to create a query report where i need information about all requester, email, zip and so on. right now the only problem i have is that when i'm trying to collect zip/postal code it seems to be collecting information from Site instead of Account. Currently i get: Ticket id first name second name email phone 1 phone 2 resolution resolution time city but when it comes to zip / postal i can only collect from site and not account.. Anybody knows how i can do it from the account?
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