Selectable field for Service Request\Incident types in Custom Reports
Hello, I was trying to create a dashboard widget to show a pie chart with the breakdown of Service Requests and Incidents for the current month. Since you can only create charts within the custom reports section, I noticed that there is no selection for the column that identifies that a ticket is a service request or an incident. Can this be considered to be added for a future release? I think it would be a valuable feature. Thanks.
Business Rules and additional fields of the request
Hello to all, we have installed a new server with 9320 build. After configure almost all parameters, we have encountered a problem with business rules. We cant use additional fields as a condition. After we select a additional field to add as a condition and click "Add to rules", SDP shows this condition as blank and if we try to save SDP shows this message: "No criteria has been added for this rule" Could you help us? Thanks in advance
Reply Email History
I currently use ManageEngine ServiceDesk Plus 9.0 Build 9018. When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they
Update Request status
i need Table names where is Request Status
I need Request Status update in sql
where is Request Status in Database? and have any sql query to update Request Status
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
I have following the instruction to install self SSL Cerificate, but cannot success. please advice.thx
Accessing Service Desk Plus Postgres from Remote
Hi Support, Can you advice how to connect Service desk DB from remote on windows? What is the default username & password for postgres since no prompt during installation?
Use Case: Real-time alerts on AD group membership modifications
Receiving email or SMS notification when a user's group membership is modified. It is essential that the concerned users, and if necessary their managers and IT administrators, are notified when users' group memberships are modified. ADManager Plus automates the action of notification when group attributes are modified and thereby comes handy for IT administrators. ADManager Plus allows you to send email and/or SMS notifications by creating an appropriate notification profile in Admin settings.
Service Desk Sites
Hi, Over the last several days, my Service Desk automatically adding a new site to my Organization Details - Sites list overnight. If I click this site, it said that the sites was imported via csv file. I'm 100% sure I didn't importing any site from csv. This additional site prevent me from assigning tickets to my technicians. I cannot assign any ticket to my technicians until I delete this additonal site. What can be the cause of this "automatic" site creation? How can I prevent it from happening
Alert on pc patch detail
When looking at the patch detail of some pc's i noticed that some of them have an alert saying scan Title then under it Scan Content. I was wondering if someone could tell me what that means? I am attaching a screenshot of the message.
Send email to requester after new user request
Hi, As part of a new user request, want to initiate an email to the requester if they have chosen a field on the form (requesting a Mobile Phone). Would I do this under Field & Form Rules (on submit) or under Workflow (create a Task and action it). In either case, I cannot see how to send a preformed email with the WORKORDERID as part of the subject Thanks Chris White
Automation Policy: Remove some users of "Skype for business"
Good day, Is it possible to create an "Automation Policy" to remove some users of "Skype for business" based on a report? I need to remove the "Skype for business" service for users disconnected from the company; This task must be recurrent. Additional, Is it also possible to activate this service (Skype for Business) using a "task" or "Automation Policy" based on a report for some new users that meet some criteria that I generate within the report?
Forum Spammers
Are you guys working on something to curb the bot spam? This looks really bad.
Detect anomalies in your application performance
The dictionary definition of an anomaly goes something like this- Anything that deviates from what is standard, normal, or expected. Anomalies in IT usually point to something that needs our immediate attention. For example, 2 continuous failed login attempts on a business critical server might be normal, but 10 continuous failed attempts is an anomaly. An office router sending 10 GBs of data per hour on a work day is normal, but is an anomaly on a non-working day. It is easy to miss these anomalies
Detect anomalies in your network
The dictionary definition of an anomaly goes something like this- Anything that deviates from what is standard, normal, or expected. Anomalies in IT usually point to something that needs our immediate attention. For example, 2 continuous failed login attempts on a business critical server might be normal, but 10 continuous failed attempts is an anomaly. An office router sending 10 GBs of data per hour on a work day is normal, but is an anomaly on a non-working day. It is easy to miss these anomalies
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ADSelfService Plus Online Training Series Every Tuesday & Thursday 2 PM EDT | 11 AM GMT Presenters: Sharada & Andy Reserve
Require a report that shows me the monitors (computer screens) associated to a computer information
Hi, At my organization we recently acquire a large amount of computer screens which are aimed at replacing old and smaller models. We would like to make use of Solvit's CMDB to extract a report of all computers we are currently managing,including the computer screens (monitors) that are associated to them. We can do it on an individual basis, however we can do that for thousands of items. Kind regards, Nuno
Operating system in query report
Hi, I found the query below which can be used to report on bitlocker encryption. I would like to add a column 'Operating System' so I can see Windows 7 or Windows 10. Can anybody help with this? select resource.name COMPUTER_NAME, LOGICAL_DRIVE, PROTECTION_STATUS , ENCRYPTION_STATUS, ENCRYPTION_METHOD, LOCK_STATUS from invcomputer inner join resource on invcomputer.computer_id=resource.resource_id inner join managedcomputer on resource.resource_id=managedcomputer.resource_id inner join invbitlockerstatus
Time from created time to assigned technician time
Good morning, Please, i need a query for time between created time and assigned technician time. Thanks a lot!
UK support number available?
Hi, Got a problem and need to speak to someone in support but cannot find a number to contact them on. What number do others from the UK use? Thanks in advance
Ability to print list of Assets
I would like to either print or export a list of Assets by group (switches as an example). However, I can't seem to find an easy way to accomplish this. I went into Export and there is no options for Assets here (but you can import them) and I'd rather not do a screen shot of each page. Is there an easy way to accomplish this?
What is it?
Can someone tell me in layman's terms what I've signed up to, I thought it was a package tracking service and obviously I'm wrong but before I unsubscribe I'd like to know the purpose and if it would be of any good to me?
Will you be able to get a chance for a new identity?
Purchase high quality fake and real passports,driving licenses and id cards(brainlugan@gmail.com) Best Quality Novelty real and Fake IDs and Passports,Marriage certificates and Drivers license etc buy now high quality-We have the best HOLOGRAMS AND DUPLICATING MACHINES With over 13million of out documents circulating over the world. -IDs Scan-yes... -HOLOGRAMS: IDENTICAL -BAR CODES: IDS SCAN -UV: YES IDS WITH FAST SHIPPING Email:brainlugan@gmail.com Website:http://www.realhologramid/entities.com
Problem after 9326 upgrade
After we upgraded to 9326 there have been 3 stops with SPD in a week. Service restart fix it. Logfile show this: [10:23:31:193]|[10-18-2017]|[com.adventnet.servicedesk.utils.MSPFactory]|[INFO]|[108]|: Exception creating instance of class com.adventnet.mspdesk.util.AccountUtil| [10:23:31:193]|[10-18-2017]|[com.manageengine.framework.sqlbuilder.AQBManager]|[SEVERE]|[108]|: Error ignored : null| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|: java.lang.NullPointerException| [10:23:31:193]|[10-18-2017]|[SYSERR]|[INFO]|[108]|:
How to show attribute "postOfficeBox" and "Info / Notes" in user report "All Users" and "Enabled Users"
Good afternoon, Is it possible to display the "postOfficeBox" and "Info / Notes" attribute in the module "Users reports" and "Automated Task"? This attribute is key to being able to perform an automated task. I need to take it in the criteria section.
Live Chat
Good afternoon, My company is looking into enabling the Live Chat option in Service Desk Plus. I had a few questions about it before I enable it. 1. is there any kind of logging/reporting built in? Something similar to tickets, where we can go back and look at previous chats to see what the issue was and how it was resolved. 2. is there a way to schedule it to turn off at a certain time? Example: The last non-emergency technician gets off at 6:00pm, can it be disabled automatically at that time?
Want to automate status change after xx days
Hi, I am wanting to try and automate the changing of status field when a ticket has been placed on hold. The idea is that when a technician changes the status of a ticket to on-hold awaiting user response, that after a certain number of days the ticket status would revert to open again so it it reminds the technician to chase up with the user again. I have tried to automate this in the field and form rules under the incident template but I am a little lost with the coding of it. Can anyone assist
Detect anomalies in your network
The dictionary definition of an anomaly goes something like this- Anything that deviates from what is standard, normal, or expected. Anomalies in IT usually point to something that needs our immediate attention. For example, 2 continuous failed login attempts on a business critical server might be normal, but 10 continuous failed attempts is an anomaly. An office router sending 10 GBs of data per hour on a work day is normal, but is an anomaly on a non-working day. It is easy to miss these anomalies
About volume in video calling
I'm monitoring an IP address via Netflow Analyzer, the IP addres is using for video conference device. When I made a call to another video conference (H.264 model) via internet in 1 hour and the Netflow analyzer recorded that the calling used up to volume 7 GigaByte,15Mb/s speed average, impossible. So, please tell me why netflow analyzer can calculations like above?
Servicedesk Plus DB restore
Hello. We have run SDP for years. Ready to create a new server and restore the DB. Probllem is I cannot figure out why the DB will not restore. Our backup includes multiple backup files. Part 1, 2 and 3 Also runs MySQL Any help on the restore process would be appreciated. Want to download the latest version. Install and restore DB from here. Thx
ServiceDesk Pro will not start
Hello, I am having issues getting the SDP service to start. Every time I try to access the our web portal from any browser I receive an erro message. Here is the message I get from Google: I have tried the following to get the service back up and running: Restart the service Stop/Start the service Stop the service and execute run.bat from the command prompt The last item results in the following error: Any help would be appreciated.
SDP 9323
Hi, I updated SDP to 9323 and I'm getting below error when i resolution a ticket(subcategory not empty)
Open status after Requester Reply
Hi, we've noticed that, even if a Request is under approval and in its correct "Waiting for approval" status, if the Requester add a reply to its request, request status automatically changes in "open". It is a huge problem because we could have wrong SLA violation. Is there a way to fix it? We're on SDP 9.3.26 Thanks in advance alessandro
APM - Not able to collect the data for CPU,Disk,Memory attribute using WMI mode
Hi, I have this incident with a monitor windows and show the message "Not able to collect the data for CPU,Disk,Memory attribute using WMI mode" why this happend? Thanks & Regards!
How to change SLA?
I have created a new incident and assigned to a related group and SLA. Then, technician would like to change support group and also update the SLA. But the SLA can't change. Could you please tell me how to change it?
Maximum Custom Reports?
Hi guys, I already created 10 custom reports and are already distributed to several Dashboards I created, on the 11th custom report, I could not see it in the Edit Dashboard and even when I click the button Add to dashboard, the Add to tab in Helpdesk says "Not available" Please see screenshots. Please help, I want to create several Dashboards for several Sites/Support Groups. Thanks
Disable re-entry resolution window
Hi, How to prevent this window from appearing when the request is closed? Because the solution has already been entered in the main window and I just want to close request. Thanks.
Version 9.3 UI Description
Hi, For the benefit of our Technicians on the changes and additional features in latest version, do we have information/article about the changes in UI such as left-sidebar Tasks, etc and other new features of latest SD? Kind regards D.
Securing a technician group
Is there a way to secure a technician group with the software so other groups cannot see their tickets. Our HR department has expressed and interest in using the help desk software, but is worried about other techs being able to see their ticket as they may contain sensitive employee information.
No live chat feature
We have service desk plus but we cannot find the live chat feature anywhere? How or where do we enable this? We are on version 9239. Please dont ask to look under admin > helpdesk customizer > live chat, the whole live chat thingy aint there. Trust me, i've lookeed everywhere.
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