Version 10.5 (10504) Upgrade Problems
After upgrading to 10504, we are seeing a couple of incidents. (1) Search (search box from the request tab) does not work as expected. We can search for a specific ticket number, but text searches do not yield any results. Most of our requesters start with a number and if you enter the number it yields no records. The previous version would yield results with this type of search. (2) From the request grid, we often change the support group to the proper support group for unassigned tickets. It
Auto-Assign and Leave
We use round robin auto assign for our calls, but it's frustrating to use in terms of coping with technician unavailability. It would be nice to be able to use the calendar to mark technicians unavailable and have the auto-assign take this into account. But for some odd reason it only takes into account the day the call SLA becomes due and not whether the technician is actually available when the call is raised. This seems very odd behavior to me. Since all our calls come in with a default long SLA,
Cannot delete two locations
I have wrong entered some time ago two locations, and cannot delete it. If I delete these locations come back after some time. Is any way to delete it permanently?
Assigning two technicians?
Hi, I want to be able to assigning two technicians to a help desk call, is that possible and if so how? thanks
(solved) Edit filters in tasks module
I can create custom filter for tasks list. They work fine. Deleting these filters alse work fine. But I cant edit these filters. Errors are below on screenshots. Whats wrong? ver. 10.5 Build 10500
Error on Script - Score calculation
Dear. Good morning. I mention to you the problem we are having. Currently we have several templates to which we put together a kind of Scoring system, based on several fields list. This system, in addition to the fields, consists of a Script that we developed at the time with assistance from the ManageEngine community. The idea of running the script would be the following: Must be executed only when ALL fields are assigned a different value than "Choose" or Null When performing the calculation
Set Dueby field on ticket creation automatically
Dear all, I already searched for a solution in the KB or the forum without success. My question is: I would like to set the Dueby time of a ticket automatically on ticket creation. For example (Standard incident template Priority = normal). New ticket created -> Priority = normal -> set Dueby time automatically to "today + 4 work hours later". Example: Ticket created today, 06/26/2019, 10a.m. -> Set DueBy time automatically to 06/26/2019, 2p.m. Thank you, Best regards, Marc
Unable to associate support group to template
Hi there, This is the first time I've ever seen this error and am not quite sure what it means - I have two support groups associated to a service request template already, but I need to add another now. When I save the changes I get the attached error. Is it referring to the site set for the one technician within the support group? Any help is much appreciated. Thanks!
Script tu unassign Technician
I would like to add a Request Costum Meny that Unassigns the technician from a Request. How do I do that? BR Heini Guttesen
SDF-65805
Hi all, is there a update on SDF-65805, we still have a ongoing requirement for SLA's for service requests. Many thanks, Andrew
employee shift Scheduling
hello how can i import employee shit Scheduling into the service desk from an excel sheet or any similar file
Request mail with CC
Hi, I will migrate our helpdesk solution to SDP (version : 10.5 v10503). I have a last problem before ending the migration. Scenario : 1) User A send mail to the helpdesk with user B in CC. (user B isn’t add to “E-mail Id(s) To Notify“) 2) User A and B received mail when request is created If User A send a response, this response is added on request, but B doesn’t receive notification. If User B send a response, this response is added on request, but A doesn't receive notification. If tech reply
Round Robin Assignment Shifts
I have setup the SSP and auto-create feature for when a new E-mail comes in so a ticket will be created and automatically assigned to a technician. The problem I am running in to is that I cannot setup working shifts for the techs. I do not want a ticket automatically assigned to a technician that is not working at the time. I have 5 people who work during the day, 1 person who works night shift and 2 people who work weekends. Is there a way to set up a schedule of people that the round robin feature
Additional Fields of Each Request Template
is it possible to run a query report to check addiditional fields assigned to each template in service desk? we would like to check which existing additional field is not used often.
Errors configuring the SQL database
Hi team, I'm installing Service Desk Plus and it gave me error that port 8080 is busy, I changed the port and it shows Already server seems to be running. and it does not allow you to configure the Database.
Query to view site configurations
Hi!, is it possible a query to get information per Site, about copied/refered/customized settings applied? It will be of great help to manage deep reestructuring of support groups Thanks in advance
Script Master - 11: How to automatically create multiple child requests from a parent request with a configurable JSON file.
Greetings to you, users! This Script Master's post will help you learn how to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. Also the request ID of the child requests are added as notes to the parent request. This is achieved using an API call to create a request in ServiceDesk Plus. Details of the child requests are stored in a json file and provided as input to the API call. A separate API call is made to add notes
User Management - to get the list of requests that are due to violate SLA in next 2 days
Use this report to get a list of requests that are due to violate SLA in next 2 days. This helps to alert the team involved working on the request. PGSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.DUEBYTIME) "DueBy Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
User Management - report to technician who violated the request
This report helps to find the technician who violated the request. SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Current Technician", max(std.STATUSNAME) "Request Status", CASE WHEN max(tech.first_name) IS NOT NULL THEN max(tech.first_name) ELSE max(ti.FIRST_NAME) END "Violated by" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
User Management - report on reassignment of groups made on a request
This report helps to find the reassignment of groups made on a request. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", std.STATUSNAME "Request Status", wo.TITLE "Subject", rtdef.NAME "Request Type", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(woh.OPERATIONTIME) OPERATIONTIME, qd1.queuename "Changed From", qd2.queuename "Changed
User Management - report on reassignment of technicians on requests and who performed it
This report helps to find reassignment of technicians on requests and who performed it. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", pd.PRIORITYNAME "Priority", longtodate(wo.CREATEDTIME) "Created Time", aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, au1.first_name "Changed From", au2.first_name "Changed To"
User Management - report on time taken by technician to send a first response to a request
This report returns the time taken by technician to send a first response. It indicates how long a user had to wait to receive a response. MSSQL: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESPONDEDTIME) "Responded Date", convert(varchar(10), ((wo.RESPONDEDTIME)-(wo.createdtime))/1000/3600)+':'+convert(varchar(10), (((wo.RESPONDEDTIME)-(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),((((wo.RESPONDEDTIME)-(wo.createdtime)))/1000%60))
User Management - first assigned time of a request
This report returns the first assigned time of a request. When the request was submitted and when was a technician assigned to it. This helps us know how long it was in the unassigned state. SELECT wo.WORKORDERID "Request ID", Longtodate(max(wo.CREATEDTIME)) "Created Time", longtodate(max(woh.OPERATIONTIME)) "Assigned time", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject", max(qd.QUEUENAME) "Group", min(prev.first_name) "Technician", max(ti.FIRST_NAME)
Can't login after disabled Allow Domain Filtering during Login
Hello, after disabled "Allow Domain Filtering during Login" i and my users can't login into ServicDesk+ How i can Enable this function with postgres SQL query?
Configuration Management - report to find the values of a picklist additional field
This report helps to find the pick-list values in the additional fields. First you need to find the name of the table name and the column name that holds the data by executing the following report: SELECT Tablename, Columnname FROM ColumnAliases WHERE Aliasname='Services' Then you can retrieve the pick list values. For example: SELECT Value FROM UDF_PickListValues WHERE Tablename='WorkOrder_Fields' AND Columnname='UDF_CHAR36' Replace WorkOrder_Fields and UDF_CHAR36 with the values returned by the
Configuration Management - SLAs configured / details of all technicians and requesters / last logged in time of technicians and requesters
Below report returns the complete list of SLAs configured in the application. SELECT sdo.name "Site Name" , sla.slaname "SLA", MAX(sla.duebydays) "SLA Days", MAX(sla.duebyhours) "SLA Hours", MAX(sla.duebyminutes) "SLA Minutes" , MAX(sla.fr_duebydays) "First Response Days", MAX(sla.fr_duebyhours) "First Response Hours", MAX(sla.fr_duebyminutes) "First Response Minutes", array_to_string(array_agg(au.first_name), ' ') "Escalate to" FROM sladefinition
Configuration Management - report for support groups and roles associated to technicians
This report returns the support groups associated to technicians. SELECT AaaUser.FIRST_NAME "FullName", (SDOrganization.NAME) "Site", (qd.queuename) "Group" FROM AaaUser LEFT JOIN UserDepartment ON AaaUser.USER_ID=UserDepartment.USERID LEFT JOIN DepartmentDefinition ON UserDepartment.DEPTID=DepartmentDefinition.DEPTID LEFT JOIN AaaUserContactInfo ON AaaUser.USER_ID=AaaUserContactInfo.USER_ID LEFT JOIN AaaContactInfo ON AaaUserContactInfo.CONTACTINFO_ID=AaaContactInfo.CONTACTINFO_ID
Configuration Management - complete list of request templates
This report returns the complete list of templates configured in the application. MSSQL: SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", STUFF( (SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''), TYPE).value('.', 'nvarchar(max)'), 1, 1, '') "Group", STUFF( (SELECT ',' + ug.NAME FROM UserGroups
Configuration Management - view/export the tree view of category, subcategory, and item / details of scheduled reports along with their owner
This report helps to export the tree view of category, subcategory, and item. SELECT CategoryDefinition.CATEGORYNAME "Category Name", SubCategoryDefinition.NAME "Sub Category Name", ItemDefinition.NAME"Item Name" FROM CategoryDefinition LEFT JOIN SubCategoryDefinition ON SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID LEFT JOIN ItemDefinition ON ItemDefinition.SUBCATEGORYID = SubCategoryDefinition.SUBCATEGORYID ORDER BY 1,2,3 This report returns the details of scheduled
Configuration Management - report to view and export the list of support groups
This report helps to export the list of support groups configured in the application with their complete details. MSSQL: SELECT qd.QUEUENAME "Support group", ci.DESCRIPTION "Description", su.first_name "Owned By", STUFF( (SELECT ',' + au.first_name FROM queue_technician qt LEFT JOIN sduser sd ON qt.technicianid=sd.userid LEFT JOIN aaauser au ON sd.userid=au.user_id WHERE qt.queueid=qd.queueid
Request Management - details of parent request and its dependent requests
This report returns the details of the parent request and its dependent requests. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", ti.FIRST_NAME "Technician", pd.PRIORITYNAME "Priority", wo.CREATEDTIME "Created Time", wo.DUEBYTIME "DueBy Time", std.STATUSNAME "Request Status", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", wodm.Dependsonid "Depends on" FROM WorkOrder wo LEFT JOIN WorkOrderStates
Request Management - report on requests created created during non-operational hours
This report is used to find the requests created during out of business hours. Based on this report, resources can be allocated to manage the load. MSSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", wo.TITLE "Subject", qd.QUEUENAME "Group", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", datepart(dw, dateadd(s, datediff(s, GETUTCDATE(), getdate()) + (wo.createdtime/1000), '1970-01-01 00:00:00'))
Request Management - report to fetch the historical details of approved and denied requests
This report helps to view the historical details of approved and denied requests. This also returns all requests for which approval decision is pending. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", wo.TITLE "Subject", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", longtodate(wo.CREATEDTIME) "Created Time", asd.stagename "Stage name", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date",LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved
Request Management - notes added by the technicians
This report gives an overview of all notes added by the technician. SELECT wo.WORKORDERID "Request ID", note.NOTESTEXT "Notes", longtodate(notesdate) "Note Added date", aaauser.first_name "Note Added By" FROM WorkOrder wo LEFT JOIN Notes note ON wo.WORKORDERID=note.WORKORDERID LEFT JOIN aaauser ON note.userid=aaauser.user_id WHERE wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek> To make any changes to this query, refer to this post. Click this link to navigate to the next report.
Request Management - last conversation of technician and requester in requests
This report returns the last conversation of technician and requester. SELECT wo.WORKORDERID "Request ID", max(aau.FIRST_NAME) "Requester", max(wo.TITLE) "Subject",max(ti.FIRST_NAME) "Technician", longtodate(max(wo.CREATEDTIME)) "Created Time", CASE WHEN max(wos.notificationstatus) = 'REQ_REPLY' THEN max(c.description) WHEN max(wos.notificationstatus) = 'TECH_REPLY' THEN max(n.description) ELSE NULL END "Last conversation" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT
Request Management - report to get request onhold status comments
Request onhold comments. This report helps to find the reason for the request that are placed onhold. SELECT wo.WORKORDERID "Request ID", mdd.MODENAME "Request Mode", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", (os.onholdcomments) "Reason For Stop Timer" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Request Management - query to fetch information on service catalog additional fields
Requests with service catalog additional fields. Service catalog additional fields can be a common field or category specific fields. These fields are stored in a dynamic table, hence we need to join the specific template to get the resultant. Run the below query to get table name and column name of the field you need in the report. select * from columnaliases where aliasname='NAME OF THE ADDITIONAL FIELD'; Replace table name and column name in the below query. SELECT wo.WORKORDERID AS "Request
[Powershell Script] Update a workstations assigned department via a request
The following script will update the department of any workstation that is added to the Asset(s) field of an incident template. I've implemented it so that my first line team can confirm where an asset is located and update it accordingly while on the phone to an end-user. I hope it helps someone else in the future - Create a new pick-list, add in all of the departments listed within your environment and include it within your preferred template(s). Edit line 10 to match the name of your pick-list
Request Management - report to find the recipient email address
To find the recipient email address. Some requests are forwarded to others through the mail, this report helps to find the statistics what and how many requests are forwarded to others. To make any changes to this query, refer to this post. SELECT wo.workorderid "RequestID", wo.title "Subject", wor.to_cc_bcc "Parent Request", wor.recipient_email "Parent request email ", cr.TO_CC_BCC " In conversations", cr.recipient_email "Conversation email", nr.TO_CC_BCC "Sent mails", nr.recipient_email "Sent mail
SQL Cookbook for ServiceDesk Plus - Chapter 2 - Request Process Management
Requests based on SLA. To make any changes to this query, refer to this post. SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", qd.QUEUENAME AS "Group", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", icd.NAME AS "Item", ti.FIRST_NAME AS "Technician", std.STATUSNAME AS "Request Status", sla.slaname "SLA Name" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrder_Queue
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