Custom Dashboard
Dear all I tried to make custom dashboard, following instructions from site, but I can not find NEW button actually to start creating it. Need help where it is(NEW button) or help how to edit existing dashboard.We use ManageEngine ServiceDesk Plus 9.2 build 9233. Thanks
Technician user guide?
Hello! I've just been looking through the user guide documentation and unless I've missed something, there isn't a specific user guide for technicians? I know that the Admin guide contains the info on how technicians use SDP, but it isn't necessarily appropriate that they see information on how the product is configured. Do you have any plans to create a Technician User Guide? It would be a great resource for training new technicians and easier than trying to pull out information out of the admin
Service Desk+ Load
Hi, When it comes to technicians, what is the maximum load that servicedesk+ can handle?
mandatory field
hi, i have mandatory fields in incident template. but some users create incidents and they doesnot fill any mandatory fields. I wonder how they did it ?
Technician Notification failed
Hi guyz, I have an issue to notify the technicians when one of the technician assign himself to a request. As you can see on the screenshot,i have checked to alert the technician for a request assigned in the notification rules. However,the requester got an email informing him that his request was assigned to $technician. Kindly assist, Brian B.
Advanced search not working, not responding
My advanced search does not respond whenever I click on it, it keeps trying to load but it doesn't. It is working for other user's but not me. I am running SDP 9.2 Build 9234 with MSSQL database. I have noticed before that sometimes when you execute an advanced search it keeps what you last searched for in memory and then when you go back to advanced search it tries to search again for the same criteria as last time so it slows it down considerably. I am not sure if this is still the case in SDP
Notification Template: Notification for Incident Technician/Requester
Hi Can you please confirm the Notification highlighted below goes to the Requester and Technicians of the Incidents linked to a Problem. Is the email sent when the incident is linked to the problem and is there anyway to insert the RequestID link in this notification?
'Default Request' Template is displayed 2 times
'Default Request' Template is displayed 2 times instead of 1 time. So, in the Configuration Assist we have a 'Default Request' as a Template for Tickets: Thats ok, but if we want to edit a ticket, this 'Default Request' is two times in the Dropdown Box. Both of them have the same effect: is this a bug or incorrect settings? Thanks alot and sorry for the german-language Pictures Greez
Convert service request to incedent
We can able to convert Service To Incident only for unapproved and New Service Request. But Here we require option a technician can change Service to incident at any stage . Because in Service request we have predefined approvals and a mail will first goes to reporting manager or department head once they have approved then it come to technician. And a technician will be a right person to define it Service request or Incident request based on the request type. In our setup we want to convert
Error in parsing email
Hello, I've put a new server to test your program, server configuration: windows 2012r2, Sql 2014. The system works kind of well, but has encountered the problem of parsing. I turned off parsing, requests are executed an example: @@REQUESTTYPE=Инцидент@@ @@GROUP=Группа SD@@ @@TECHNICIAN=SD@@ @@OPERATION=EditRequest@@ @@REQUESTID =8@@ @@RESOLUTION=Заявка@@ @@STATUS=3. В ожидании/согласование@@ But if you send a request to close the application with the status decided it is impossible. Updates the
Request Approvals
Hi team Many times we face problem in approval link. some time they get a message request has been already approved , but they says they have not approved. can get a info from which IP or host name the previous approval has been done.
Category / subcategory / item
Hi, is It possible to change the order to the above ? I would like to have a category "N/A" at the bottom of the category list. or is it only possible to have alphabetic order? Best regards Thomas
Not able to get CI details with SDP API in latest version
I use below xml template and sent request by using SDP API. But it reports SQL Syntax error. (it worked in previous version) xml = ''' <API> <citype> <name>Servers</name> <returnFields> <name>CI Name</name> </returnFields> </citype> </API> ''' {"API":{"version":"1.0","response":{"operation":{"name":"read","result":{"statuscode":"3001","status":"Unknown error.","message":"SQL Syntax Error : Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller
WordOrder_Fields table
Does anyone know where the list of values in the custom fields in the WordOrder_Fields table is stored?
Global Search: User has insufficient rights
After upgrading to 9.3 Build 9304 we have the following issue: A technican with role 'SDCo-ordinator' wants to perform a global search and gets the error, that he has insufficient rights for this. How can we fix this?
How to check if user has approved a request?
We have a user as per the user he has not approved the request nor has he forwarded the same to anyone for approval . As per the system its approved . any other way to prove to the user its approved by him . kindly advice . Regards, Manish.
Approve a Request from Approvals tab
Sorry if this is a double post but I didn't see my 1st attempt. I know Approvals exist on the home screen, but is there a way to approve a request from the Approvals tab? it would seem to me that if i am the approver and have lost my email, I should be able to come here and have a button to approve or deny. Is that possible or just a good new feature for a future version? Or...is the only way to approve a request is either via the email or the home portal page?
Tasks with No Owner
Hello, We have technicians that upon creating new tasks within a request, if they forget to make themselves the owner - the tasks are NOT visible to him (as the creator) in the listing. We haven't found a way to at least make the OWNER field required or default to the technician who creates the task. When this happens on the technicians assigned request it will show the number of Tasks(Example Tasks (0/4)) however the tab shows nothing.. Hopefully this is clear and you can give me some guidance.
Add Service Catalog custom fields to custom report
I need to add a field called "Partner Case Number" in service catalog catagory named "client support" to available columns when creating custom reports. Using SDP 8.8008 MS SQL backend Custom Query for custom report build to include this in: SELECT icd.NAME "Item",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",icd.NAME "Item",wo.TITLE "Subject",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time" FROM WorkOrder wo LEFT JOIN
Change Approval: Addition of Attachments
Hi Support, May we ask for a feature request to add a feature wherein we can add attachments within the Submittion for approval form? This will be handy especially when adding release notes and other change related documents to CAB for approval. Let me know if this is possible.
tecnician assignment report
I need to run a report that shows when I technician reassigns a ticket and to who?
CC reply open NEW request
Hi Why a cced contact, when he replies to the SD system notification (That have the ##reqid## in the subject) SD opens a NEW req? It openes new req every time - insane! Please assist.
Backup Technician
Hi Team I found 1 option (backup assigned technician) which I thought it can auto-reassign the task to backup technician (Derek) when the requested technician(Nuha) is on leave. I tried but unfortunately, the option seem no effect at all, I still can get ticket. Need your clarification on this Your cooperation is highly appreciated Regards Gopi ME Tech
Dashboard Customization
Hi, I would like to know if I can change the dashboard to report on what my staff actually resolve that day as opposed to whats is 'closed' (which occurs three days after resolved) The widget I want to edit is called 'Request Summary'. I cannot seem to edit this widget to show Resolved instead of Closed. Help please.
Global Request Views
Hi, Is it possible to create Global Request Views, like Show All With Status=Hold, where Group = $TechnicanGroup rather than just the person? I would like to create a view that shows all Team's Tickets on Hold, but we are using a custom Hold Status, rather than the built in one. Or if I create Separate Views for each team, is it possible for the team to only see theirs? Steven
Import CIs on a scheduled basis in SDP?
I've been looking around, but I haven't found a suitable answer yet. Is it possible to import CIs on a scheduled basis (much like the CSV Requester Schedule)?
Need a querry update Sites and Technician
Hi All, i have using posgresql with version 9.3, so i needa querry to update sites (Regions, Times, Address, City, Country, Email and Phones) and Department (Names). BTW if my shipping addrress and the billing are different how can do it and please help me to show hơ to use query or any tool can help me connect to database with ui. Thanks.
Cant add/attach multiple files in service portal
Cant add/attach multiple files in service portal
still assign request to technician who already marked on leave (backup tech)
hi, i have a question regarding backup tech chat, now technician marked on leave and i have tried to using round robin and round roboin method in "technician auto assign". i have configured backup technician, but the technician didn't change to the backup one. I red many articals regarding the same problem and all the answers was about this function working based on Due By Date request, if anyone can help to solve this problem please provied pics. many regards, Nuha
Private Notes for Admins
Hello, I understand that there are functions in place to "hide" comments from a requester but it would be very helpful if there was a way for administrators to have private notes that the technicians can't see. I used to use a home-grown application and I found that being able to specify the visibility of notes to be very helpful. Thank you
Not all completed requests are being archived
Hello, It looks like the system is only considering the default completed statuses ("Resolved", "Closed") when archiving requests. Requests that are in a custom completed status (such as "Closed - no Survey") are not being archived, even though they are completed. Sample matrix report for all completed statuses: All columns up to 2015 should show 0 since all these requests are supposed to be archived. Best regards, Demetrius
Add to Project - notifications
Can we add a notification when we add a new member to a project.
Warning when trying to pick up an already assigned request?
Hi, We've had a few occasions where support staff accidentally pick up a request in the helpdesk that someone else just picked up before them. Is there any way to get like a popup warning/confirm that you're about to pick up an already assigned request? Thanks in advance. /Z
Exception error in VMware ESXi scan
Hi, We have multiple VMware ESXi in the data center, All hosts have been scanned, except for one host occurs error during scanning. I check server log and find this log: Already a row with the same set of primary keys found in this object, this row <VMInfo WORKSTATIONID="230" HOSTID="null" VMNAME="vCenter Infrastructure Navigator" VMIPADDRESS="192.168.229.207" GUESTOS="SUSE Linux Enterprise 11 (64-bit)" MEMORYRESERVATION="0" MEMORYLIMIT="-1" MEMORYSHARES="40960" MEMORYSHARESLEVEL="normal" MEMORYCONFIGURED="4096"
enabled HTTPS by mistake..
Hi all, I am testing SDP since we consider to buy it. Problem: I activated HTTPS in the SDP-Settings by mistake/just for fun. Now the application on the Server does not start any more. :-( Since I already put some time into customization, I really would appreciate if there is any config file to edit to got back to the previous settings. Else I would have re-install the Application since I do not have any backup becuse its just a test-System.. Thanks! Fritz
First Call Resolution (FCR)
Hi, Is there anyway to turn OFF the First Call Resolution feature ? It has its uses with a 1st line service team, but for 2nd/3rd it's not representative as a technician can apply a fix, move it to Resolved and the user can then agree to close or it will close after 24Hrs...but in many cases uses come back saying its not fixed. From a stats point of view its recorded as a FCR but in reality it wasn't. So, in short - Can we remove it or are there plans to provide more control over it.,......like only
Password Stored In Log Files
Does anyone know why SDP stores the service account credentials in clear text in the log files and if and how to encrypt the credentials or prevent them from being stored in the file? Thanks, Robert
Mult-line Textboxes
Would be excellent if you make multi-line textboxes with a variable size. Maybe it should fit the window size, or at least make it manually extensible. It is very uncomfortable to enter and manage text/images in a very small text area
Technician restriction
I would like to know how i can restrict request a technician can see when logged into the Web interface because for now if i create a new technician by default he can see all request and since some are confidential this is a big issue ? Thanks for your help !
SDPlus SLA Escalation Actions Fail
I am new to SDPlus so I may be missing something simple (I hope). The new tickets show the correct SLA is applied so I know the SLA criteria config is correct. Escalations are enabled in the SLA config and this particular SLA has response time at 5 minutes irrespective of operational hours or holidays or weekends. The Enable Level 1 Escalation is checked with execute after 20 minutes to change support group and raise priority to Medium – This part NEVER happens anymore, even though I somehow got
Next Page