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
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
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
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
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!
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.
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.
Average Time to Resolve Query Report
I would like to generate a report that shows the average time to resolve or complete tickets. ideally i would like to have a total or ticket resolved between 0-2, 2-5,5-10 and above 10 hours. I would like to also be able to test the created time period. Can someone assist me. I have a PSQL database example:- Completion time # of Tickets 0-2 1952 2-5 319 5-10 160 > 10 149 Between Aug 1 and Oct 1
Restoring data
Hi, I am following the instructions on the below link for restoring backed up data. https://www.manageengine.com/products/service-desk/faq-general-modules.html In the instructions, it does not mention anything about a backup file being split into multiple parts yet when I performed the backup, it did just that (see attached). I've ran the restoredata.bat and it asked me to select a file - I have selected part 1 but my question is, will it automatically restore all the following files or do I have
Version up methood( Is backup and restore possible?)
I am planning SDP version up from 9035 to 9325. Because current Windows Server is 2008(32bit), I think I have to Version up Windows Server to 2016 too. Is it possible to do the version up by the method below. 1. Backup current SDP Database. 2. Format and Insutall Server 2016(64bit) 3. Install 9325. 4. Restore SDP Database. My concern is. Does SDP Database support this backup/restore version up method? Do I need to install 9049, 9100, 9125, 9200 9300 and then 9325? Is it possible to version up from
Separate SD+ queues
How do you create separate help desk queues in SD+
Configurable Subject for SMS Mail ID
My email to SMS engine uses a syntax in the subject for sending SMS. SMS Mail IT ID = [mailbox@domain.com] Subject = [phonenumber] I would love this as a option. i.e. being able to edit the Subject field when also entering a SMS Mail ID. thanks
How can I get all deleted ticket numbers with created time filter
How can I get all deleted ticket numbers with created time filter
vendor details report
hi, just wondering if anyone has a query that shows all the vendor details (name, phone, address etc.)
Allow for 'Back-dating" the due date
A common issue that occurs with our users is that they often enter a form or ticket, with the required completion date earlier than the date the ticket was created. There is a rule in ServiceDesk that will not allow a due date to be specified that is earlier than the ticket creation date. While I can see the logic in this, it would produce valuable reports and help the auditors, if we had the ability to set the due date to whenever the user specified. Is it possible to shut off this rule in ServiceDesk?
Servicedesk Plus and GDPR
We are working on certain enhancements to the product where in customers using SDP would be able to be GDPR compliant. I will list down the activities we would be doing as part of this in phase I, Personally Identifiable Information (PII) data : In SDP, the PII information can be stored in the following places, Basic Requester information ( in the form of email, phone number ) Additional Requester information ( through requester additional fields in the form of SSO number, account number etc... )
Template Does Not Populate All Fields
I have a request come into the incidents module and when I change the template and select "Apply To All Fields" it does not overwrite the description field. It would be nice if there was a merge option to add the template values to the request that was sent in, especially for the description field. MS SQL running SDP 9321 Craig Rice
Data restore error
Hi all, currently I have restored data from service desk plus backup and after data has been restored successfully I cant login on the application. What causes the problem.
Requests associated to a Project
Hi. We are wonder if there is some way to associate a Request to an Specific Project using Enterprise SDP? If so appreciate some details on how to do this. Thanks
Chat on portal login
So to take advantage of the chat feature here: https://deskportal.zoho.com/portal/meservicedesk/signin do we need to use a separate login from this community? I'm guessing yes but just wanted to confirm before I sign in again.
Resolved email to include resolved comments
When a request is resolved an email is sent to the user to tell them c/w a link to the request within ServiceDesck plus. We want this email to include what was put in the resolved comment box
Auto Suggest/Column Search not working
I don't know if these are related but our Auto Suggest and Search function are not working correctly. When logged in as an User and creating a new ticket, through the Portal page, the solution auto detect isn't working when entering a subject. The same behaviour also happens for techs under the Resolution tab -- unable to search for solutions. Under the main Request List view, search criteria cannot be filtered from the columns -- it seems that the search does not initialize. Edit: ME needs to fix
Custom script not executing
When attempting to update the subject with an employees name using custom script on form submit it won't update the subject. I have been watching all of the videos I can find and at one point had this working in my test environment but trying to replicate in production environment is not working. Is my script correct? Do I have to enable/install anything on the server to get the script to run? var x=$CS.getValue("SUBJECT"); var y=$CS.getValue("GUDF_CHAR1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",
Reply Signature
Hi is there any way to add automatically a signature to the replies? Jacir
Assing Chat Technnician to Request Automatically
Hello, i would like to know if we can assign automatically same the technician that had picked up the chat to the request, in the fact that chat become on a request, because right now the request arrive like unassigned. Thank you in advance. Jacir
What will happen when removing a technician?
I would like to remove a technician from technicians group. In the requests that this technician has been assigned, will technician name become blank or any other problem happen? Please let me know what will happen when I remove a technician. Thank you
Manually escalation trigger
Hi team, I have a case and need your help with proper solution. Scenario: Incident request was assigned to Agent A when he is on shift with Medium priority. But after that, he out of shift and impact is increasing. From requester perspective, we would like to allow them manually trigger escalation up to another agent (Agent B) who is working on shift to pick up and handle this incident ASAP. But we don't want to allow requester to change assignee of request. Could you please advise solution for us
Maintenance Windows for Change
Can we and if so how would we setup Maintenance Windows in SDP for Change Management? We have multiple departments using SDP and we want to setup some standard Maintenance Windows, for example the Server Ops Team might have Friday from 6:00 pm - 12:00 am to implement changed, they may not always use this time but if there are changes to be made then this would be when they would schedule the changes to happen. Is this possible? Or does this always have to be done with a Change Order?
Report with asset and relationship
Hi, In our organization there are many departments, with a tree structure. We need to get a report with all the workstations and persons that belongs to a department and the departments that are related to it. Thanks.
ServiceDesk Plus how generate report WORKLOG TASK without REQUESTID
I cant find solution how get data - worklog for task, which are not assigned to requests. Go to custom report module in serwicedesk make reaport (below) export table to excel for column TIME SPENT please use this function "=XX/(1000*60)" where XX its your column with TIME SPENT for column STARTTIME and ENDTIME use this function "=xx/86400000+DATA(1970;1;1)" where xx its your column with this data after gets results please convert column - view date from content cell done, select wochar.workorderid
Take the ServiceDesk Plus annual customer survey now
Hi folks, We're running the ServiceDesk Plus annual customer survey 2017 to get your feedback on ServiceDesk Plus, and to understand how it is used in your organisation's IT. The survey covers various aspects of ServiceDesk Plus including product usage, your experience with our support team, and new features you'd like to see in our upcoming releases. Please take 10 minutes of your time to take this survey. Your response will help us improve the IT service management experience that ServiceDesk
Columns in custom reports are not in alphabetical order
Product: Service Desk Plus Version:9323 Module: Reports Decryption of problem: When we creating new custom report using report modele and wizard on step 1 in Available columns they are not sorted in alphabetical order same in step 2, advanced filtering and step 3. It's hard to find something using those long list if you don't know what is proper name. It would be great if you could improve that. It don't look good right now :/
Resource - Text Box
I want to be able to add a text box to my resource section of the template. Basically I want the hiring manager to see the standard software installed on the computer. How can I do this without it looking like a question or requiring check boxes?
Duplicated Automated ticket creations coming in from email, due to communication during troubleshooting
I have a problem and want to publish I here to see if anyone have this problem at their company and how did you go about addressing/fixing the problem. The problem: As a process we are having customers send an email to the 'Helpdesk'. Once the email is receive, a helpdesk ticket is created within Service Desk Plus. But if further communication is done (via Outlook) and they decide to CC'd the 'helpdesk email', Service Desk Plus receive that email and creates another ticket...and this could be multiple
Regarding Supported Language
what language is supported? Can I change the Language into Japanese after installing by using the latest update module from this site?
SD+ on new Server
Hi, A few weeks ago I installed SD+ on a new server for testing purposes and it worked fine after some tweaking. I then went on vacation for a few weeks and when I arrived back today, the web link on the server is saying the page cannot be displayed. I checked the services, etc and they are all up and running so I'm not sure what could be causing this issue. Can you provide assistance? http://localhost/HomePage.do?SkipNV2Filter=true
Feature Request Security Incident Tab for ServiceDesk Plus (Both On-Demand and On Premise versions)
We are having to log more incidents and do investigations for Security Incidents. This can be anything from a Breach, Malware or Virus. Which can also come from internal (USB, CD, etc..) or external such as an email. Each incident needs to have a log and a timeline that can be assessed. A report has to be done and lessons learned also. What I am proposing is a way for users to report in a normal fasion to the ServiceDesk as a request then we as the Technicians can turn that request into a Security
ServiceDesk Plus 9325 Released
Dear Users, SDP 9325 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9325: SDF-68773 : ServiceDesk Plus now supports deploying Desktop Central's User-defined Configuration templates from your request window. Behavior change in 9325: Steps for installing or uninstalling software applications using Desktop Central Software Deployment feature has now been simplified. Please refer to the below link for Issues
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