Can you provide me with a query to report how many computer workstations have a specific software installed and how many do not?
I need to query for a specific software named "Sophos" installed on workstation and site location of the workstation and how many do not have "Sophos" installed Thank You!
Feature Request - Restoration of Archived Tickets
I have been getting requests from my users to be able to restore archived requests. From what I understand - there currently is no ability to do so. I would like to see this feature implemented. Even if it is just a method of forwarding the entire ticket as an email back to the user, or to the helpdesk so that a new ticket # is assigned. Thanks Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Change Template fields: implementer/Line manager/reviewer/approver
I am running the latest 9.009 build and was hoping to be able to add these fields to the template so that they could be assigned at the outset. This is particularly necessary because once the ticket is filed the process of adding in these roles is quite tedious I tried going to the change template but these fields are not available to add to the template. I am however able to add notifications once a change is submitted to each of these roles in the workflow, which leads me to believe that
ServiceDesk Plus Certification
Hello, can't find any answer and noone is replying on e-mail (metraining@manageengine.com; certifications@manageengine.com; sales@manageengine.com; prasanna.ra@manageengine.com) ?: how to get certified for a ServiceDesk Plus - need just the most simple certificate for my employer - what are steps to get certified?
Would this migration plan work?
We currently have ManageEngine Plus Version 9 Build 9000 installed. We are having a number of crashes and issues when we try to update the system. Would this plan work? 1. Install the latest version of ManageEngine Plus on a new server. 2. Backup/Migrate the data from our old install to the new server. Thanks.
Requester Details
I'm hoping there's an option I'm missing here. I'd like to add some information to a Requester Details pop up window. Here's what I'm talking about. In a Request, I click on the Requester like so: Which then gives me this pop up: However, it's not showing me all the details I want. I want it to show the field "Reporting To", here it is when I look at Requester Details from the actual Requester List: How can I do that? Thanks!
Survey Alert
Hello, I'm currently working on setting up a survey that will be sent to requesters after a request is completed. I've found the instructions for doing this in the admin guide. However, I'm not seeing a way to generate an alert when a survey has been taken. In the old system that I used, I got an alert every time a survey was completed, so I could go in and look at the results. Is there a way to do that with ServiceDesk?
Mandate field(s) on close
I am trying to mandate fields be completed before the request is allowed to close. I have tested a few rules I created using 'on create/edit - on field change 'status' = 'closed' - mandate fields XXX'. I tested and I am able to close a request even if fields XXX are not filled in. Is there a way to do this currently in Service Desk? Thank you.
Script on form submission to assign to technician
HIi am looking to have a script on form submit in an incident and request template that when a value from a field is selected by the requester that on submit the script routes it to a specific technician. Is this script below correct where xxx is the named technician $CS.mandateField(["TECHNICIAN"]);$CS.setText("TECHNICIAN","xxx");
How to prevent e-mail loop?
I am receiving e-mails such as this: Subject: Absent Description: I will be away from this date to this date. Usually I add the subject to the spam filter subject field and this stops the loop from being repeated if the user is recontacted while being away but in this case, I can't just add the word "Absent" to the spam filter as this will ignore all e-mails that have Absent in the subject line and since HR is using the service desk they sometimes receive requests that say Absent is missing from
How can I see items that I've approved?
Is there a way to see all items that I've approved in the past? Here's my business case: Homer Simpson is set up as an Approver in our system. He can see items that are awaiting his approval, but we can't find a way for Homer to view things that he has already approved. The custom view builder and custom report builder allows us to filter based upon Approval Status, so we could see items where the status is Approved, however, Homer can't set a view to show requests where Approval Status is Approved
Approvals: Invalid Key
Can someone explain why this error occurs with some approvals? We think it's related to the request being approved at a higher stage which then eliminates the need for the previous stage approver to approve (outdated). We've also seen it occur if an approver has been added to two different stages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Request for metric that provides a way to calculate time in each group
Hi SDP Team, I'd like an automated way to calculate time each of my Tiers (or groups) holds a ticket. Right now, we have metrics around created time; duration a ticket is unassigned, duration a ticket is assigned to a group; duration a ticket is assigned to a support rep; and completed time. However, for work-load, it's important for us to understand and calculate times ticket lives in a support group. The use case is this: I want to calculate the productivity of Tier-2 and Tier-3. I'd like to do
ServiceDesk Plus version 9.3 Build 9301
Is ServiceDesk Plus version 9.3 Build 9301 still available for down load. If so where can it be found?
How to delete an attachment from a reply within a conversation on a request?
How can I delete an attachment from a reply within a conversation on a request? I see how an attachment can be deleted from an original request but once there are replies and responses, I don't see how you can delete any attachment on such replies or responses. Has anyone done this?
Request priority
Hi, We have SD Plus Pro edition which does not have Priority Matrix. It does have Priority but I cannot find where to set the due by (duration) for each type of priority I configure. Can anyone help? Thanks, Lee
Solutions tab
Hello, Newbie to this forum. We have recently had our ManageEngine updated and now on the resolution tab we get a 'solutions' option. Is there anyway to turn this off either per user or for everyone? Thanks
Change Management - Testing Approval
Our change control process requires multiple approvals at different phases. First the CAB has to recommend/approve, then the change owner needs to review and approve verifying that the testing was completed. Once the owner has approved the testing completion and the status changes to close, the executor needs to acknowledge via an approval that they have completed to change. How do I go about adding the approval request in the testing phase as well as the close phase?
Report Usage Error
One of my users is reporting an error when trying to run custom reports in ServiceDesk Plus. The error reads; "Sorry, unable to execute the report, as a report generation for this login is already running." This is the first attempt for the user to run a custom report and he is able to run the default reports. He has tried to log off and log back in, but still same error. Any help with this is greatly appreciated.
Subscribe to Request
Hello, Is there a way to "subscribe" to a request, so I get notified on any update to this specific request? Thanks, Shmaya
Allow remote connection other that localhost
I can login to SDP when using the computer it is installed on. When I use another computer to connect to the SDP server I get the login screen. None of the accounts will let me login. The page flashes when the submit button is pressed with no error message and clears the username \ password box.
Calculated Priority
Hello, Is there a way to have a calculated filed? I would like to have a priority filed similar to this: https://confluence.atlassian.com/servicedeskcloud/calculating-priority-automatically-827107708.html Thanks, Shmaya
SLA for each stage in IT Service Catalog
Hi, Tell me please, How to implement an SLA for each phase of the Service Catalog
Access Requesters list from front end (not admin)
It would be useful to allow technicians to access the list of requesters from the front end (ie without having to go in to Admin page). This would allow them to access a Requester record, find associated incidents, assets, service requests etc. They could also update requester details (if not syn'd with AD). Thanks, Ed
Add Linked Request number to Purchase Order Report
We currently have this query report, but want to add the Associated Service Request to the report. How do we do that? SELECT "po"."PONAME" AS "PO Name", "po"."POCUSTOMID" AS "PO Number", "poaddfield"."UDF_CHAR6" AS "Customer Name", "poa"."FIRST_NAME" AS "Purchase Requester", "pos"."STATUSNAME" AS "PO Status", "po"."DATEORDERED" AS "Ordered Date", "poaddfield"."UDF_DATE3" AS "Date PO Received", "poaddfield"."UDF_DATE2" AS "Estimated Arrival Date", "po"."DATERECEIVED" AS "Received Date" FROM "PurchaseOrder"
Is it possible to receive notificationis about a request that we are not assigned to?
We're using SDP 9306. Essentially, is it possible to "follow" a request that isn't assigned to us? For example, I assign a request to another tech. Whenever that tech does anything, like adds notes, updates something, and closes it, I (or anyone else who wants to "follow" the request) would receive email notifications about it. Ideally, I really just want to receive an email notification about it being closed, but the rest would be even better. There are some situations where we will create a request
Error in Form Rules Creation Criteria
The first time I tried to create a custom form action it allowed me to select all users, but now trying to create any rules, it only allows it to apply to technicians, as shown in attached picture.
Contract Costs
Under contract costs I would like to see if the cost is monthly, annual, per contract period, etc... It would help as I put in our backup contract for offsite backups and it is starting at 90 per month. This is also fluctuating contract as backup sizes grow so can costs and there should be a way for me to make an adjustment and keep the historical at the same time for the period of the contract. If maybe there were also another tab for monthly costs to keep track of actual spend on the contract
"Reporting to " description
I have searched many times about "reporting to" description and its difference with "department head" could not find any relevance topic. would you please advise.
Modifying Sub reports
There is a sub report called "Workstation Add Fields". I see this includes 1 field that I have added, but not others. How do I edit the fields included in this report? Thanks Chuck
How to lately see email sent to Approver
Hi there, I'd like to know if there is a way for a Technician to read the email sent to Approver. When I manually add an Approver, I could customize the approval email template, i.e. adding specific info about the request, but as for now there's no way to lately read that email. I hope I made myself clear. We're on version 9.3 Build 9303 thanks alessandro
Implementation guide
Is there an implementation guide available for the change module? We would like to use it but really could use some best practices on how to do this.
How to integrate OAuth google in MSP?
Hello I expose my case, I need to integrate OAuth 2 to authenticate and to enter serviseDesk plus, I read the documentation but not found how to manipulate the login section. What I need is to use a custom access mechanism where I can validate the credentials and their result handle the persistence (create the user session) referencia https://developers.google.com/identity/protocols/OAuth2 I hope I have an answer
Close Request Unsecured
Hey Guys, When a request goes to "Resolved" status our system generates an email to the requester with a link to close the request. When they click on the link a webpage opens with Request ID, Subject, Description, Tech and Resolution. However there is no need for them to sign into the request to close it. 2 Questions Is there a way modify that screen to not display the description and resolution? All our communications are done via email but we deal with some PHI and it has to be secured so in the
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that detectives do in order to solve a case is, establish a timeline. A timeline of events that lead up to the crime. Establishing a timeline is so important because it helps them identify possible suspects and reasons that culminated to the crime. A timeline
Cursor position after clicking reply on Request
Hi, It would improve the SDP product functionality if when clicking reply to a request when displaying the request the focus of the cursor was positioned at the top of the reply section. Many thanks
Priority Matrix
Hi, I am setting up a new Service Desk Plus install and cannot find the Priority Matrix feature. I have looked in the Helpdesk Customizer block, click Priority Matrix but it's not there. I only have a Priority option. We have licensed Professional edition with Service Catalogue. Should I be able to use the Priority Matrix, I could when I downloaded a demo but I realise this had all features enabled. Version 9.3 Thanks, Lee
Licence Renewal Email
I've emailed servicedeskplus-support@manageengine.com twice now to request assistance renewing our licence before it expires at the start of June, haven't received any response. Is there a more appropriate email address to request licencing help?
Custom Scripts - How to automatically create a project from a change using change custom triggers
Hello Users, Today's post will help you trigger the creation of a project in ServiceDesk Plus, based on values in certain fields of a change request.The project is created using a specific project template and then associated to the parent change request. This is done by using an API call to create a project is ServiceDesk Plus and a separate call that associated the project to the change request.Refer to the comment within the script for more information on the json structure in which input is provided
Self Service Login Details Notification
I have enabled the "Send Self-Service Login details" notification, now how do you push out the notification to the users? Thanks!
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