REST API - Get all open items associated with tech.
I couldn't find any options in the REST API for getting information regarding a technician and open/closed assigned tickets. Thoughts? If there doesn't exist an option how would I go about extending this to another application? Thanks!
Fix for sorting PO by PO number
Dear SDP Team, Can we please have a fix for the sorting of the PO Number column. It sorts alphanumerically rather than numerically. The numeric search is the easiest way to quickly find the newest request. Right now, my sort result shows 10 100 101 102 103 104 105 106 107 108 109 11 110 111 ... This request has been outstanding for some time. Thanks, Adam
Script fails when AD USER has an apostrophe in name ex. abc ' D slva
Script fails when AD USER has an apostrophe in name ex. abc ' D slva Action Executed is :sendmail notification to sap Message: Traceback (most recent call last): File "sendemail.py", line 62, in requestJson= getSDPJson(sys.argv[2]) File "sendemail.py", line 27, in getSDPJson data = json.load(data_file) File "C:\Python35-32\lib\json\__init__.py", line 268, in load parse_constant=parse_constant, object_pairs_hook=object_pairs_hook, **kw) File "C:\Python35-32\lib\json\__init__.py", line 319, in loads
Technician as an option for filter changes
Hello Team, We did have technician as one of the filed to filter changes in the past. This is not the situation any more. Is there a possibility to make it available ? Regards Solomon Ferns
SDP Worklog and Zoho Report showing different values
Hi - My SDP Worklogs and Zoho Reports are showing different data for the same intersections. Zoho is showing 1 hour while SDP Worklog is only showing 30 minutes. This seems to only happen when using half hour increments. Whole numbers seem to be fine. Please see attachments showing the discrepancies.
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
Service Desk+ Upgrade
Hi, We are currently on version 9241 and wish to upgrade to 9303. cant we go directly to 9303 or should we install the _9_2_0_SP-1_0_0.
Service Desk+ Capability
Hi, We wish to purchase 60 more licenses for our Finance department. We may be considering the option of adding 60 licenses to our existing setup (Enterprise Edition) which already has 158 technicians. Kindly advise if the system will be able to handle 60 more licenses or is it advisable to have a separate instance for our finance department. I would also like to understand what is the maximum capability that service desk+ can handle. Thanks in advance. P.S. Our finance teams requirement will
Survey: Are you ready for the future of ITSM?
We are collaborating with ITSM.tools to gain greater insight into whether ITSM professionals are ready for the future of ITSM. By taking a brief survey, you’ll be helping both yourself and your peers in determining what will be important going forward, and the ITSM industry’s level of future readiness. Please spare two minutes to share your views. Take the survey.
Agent scan failed frequently
Hi Support ##8040773## We are facing agent scan failed frequently, please kindly assist. The logs has uploaded as well.
Migrate from Linux-MySql to Windows-Microsoft SQL Server
Hi, I Have ME ServiceDesk Plus on Linux with MySql. I have to migrate it to Windows with Microsoft SQL Server. Thanks, Jimesh Makawana
Security on Tasks
Hi When I look at all tasks in Service Desk I can see tasks that are assigned to people in other groups. Is there a way to ensure that only tasks that are in my group are visible? Thanks!
How do I delete from CMDB
Hi I have a couple of orphan sites that only appear in my CMDB linked to phantom departments. I need to delete these but it shows they are linked to modules, which are the items in the CMDB. Can you delete from CMDB?
I need help to customise this report query
Hi, below is my report query and I need you to help add a line that adds up the total time spent on the request: SELECT wo.WORKORDERID AS "Request ID", wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", ti.FIRST_NAME AS "Assigned Technician", ct.TIMESPENT AS "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID LEFT JOIN SDUser sdu
Purchase workflow prepaid scheme
Hello, can we use prepaid scheme of purchasing? How works Purchase Workflow now in SDP: Create PO>Submit Approval>Approved>Ordered>Recieved>Invoice received>Payment done>Closed PO How we need: Create PO>Submit Approval>Approved>Ordered>Invoice received>Payment done>Recieved goods>Closed PO Thanks in advance!
View All Notes by sending POST request over HTTPS protocol
Attached is the JAVA code written to fetch the notes by sending a POST request over HTTPS protocol but this program is throwing exception "Exception in thread "main" javax.net.ssl.SSLHandshakeException". Any suggestions?
Service Request SLA Query
Hi Team, We attended Manage Engine Seminar Last month & we ask on how to assign SLA for each Service Request (Category / Item wise) your staff has promised us that he will give us the query for this. It would be appreciated if you can provide the same. Thanks in advance
Migrated Linux to windows
Hi, We migrated our tool from linux to windows. authentication was changed from LDAP to AD but currently we unable to view the attachement it showing file not found Regards M.Ari
JRE upgrade is pending
I am facing problem of upgrading service desk when trying to select service pack and getting error " JRE upgrade pending start service desk service and try again" I tried to stop all services and start again also there is no other folder name Jre_old or Jre_new which can be renamed. how to resolve this issue?
Avg Tech Support Toll Free 1844 332 7095 | Avg Antivirus TECHNICAL Support
Now~@1-844*332*7095 Avg Antivirus technical Support Phone Number Avg antivirus support phone number USA 1-844*332*7095..Avg support phone number 1-844*332*7095 Avg tech support phone number Avg phone number Lalluuuu& 1-844*332*7095**Avg tech Support Phone Number Avg antivirus TECHNICAL support PHone number MECHnic_Avg@@ Avg 1-844*332*7095** Avg antivirus support phone number Avg antivirus phone number... Avg CUSTOMER support PHONE NUMBER g4G_MECHnic_Avg@@ Avg 1-844*332*7095**Avg antivirus phone
Associate to Site Not Found
Dears, kindly as per attached snapshot I can't found Associate to Site on list please advise my version is 9240 Best Regards, Mahmoud Nour
Display open tickets by Technician
Hi All, Currently trying to find a way to display tickets currently assigned to each techician, similar to the 'Requests by Category' widget.
Fetch mails every - Time
Hi, Is possible set the time in seconds in: Fetch mails every ? How can i set them? Thank you in advance!
Down Grade Service Desk PlusManage Engine from Enteprise to Standard
I have down grade Service Desk Pluse from Enterprise to Standard and is now notice Response DueBy Time and DueBy Date is not available. Grateful for your advise.
$COMPLETE_JSON is not realy JSON format
Hello! I get neat data: I can not simple parse data. for example: {WORKORDERID:529,REQUESTER:Oleg,CREATEDBY:administrator,CREATEDTIME:1488388369638,DUEBYTIME:-1,RESPONSEDUEBYTIME:-1,FR_DUETIME:-1,RESPONDEDTIME:0,RESOLVEDTIME:0,COMPLETEDTIME:0,SHORTDESCRIPTION:Слово раз, слово два, всеконец,TIMESPENTONREQ:0hrs 0min,SUBJECT:Тест запятых,REQUESTTEMPLATE:Default Request,MODE:E-Mail,SLA:,DEPARTMENT:Сервис сетевого оборудования,EDITORID:null,EDITING_STATUS:0,IS_CATALOG_TEMPLATE:false,SITE:,ISVIPUSER:No,SERVICE:,CATEGORY:,SUBCATEGORY:,ITEM:,TECHNICIAN:,TECHNICIAN_LOGINNAME:-,STATUS:В
Integrating Nexpose to Manage-Engine Service-Desk
I'm trying to integrate Nexpose into manage-engine. So for example, everytime nexpose generates a critical bulnerability, a ticket should be created in manage-engine. Nexpose has a ticketing engine https://github.com/rapid7/nexpose_ticketing, which I'm trying to use but I'm confused on what to put in their config file. Totally new to all this, don't mind the ignorance. This is what part of the guide says I'm not sure what to put for the rest_uri. I have access to my company's manage-engine which
How do get Request Custom Fields and WorkLogs tables linked? I tried Lookup Column
How do get Request Custom Fields and WorkLogs tables linked? I tried Lookup column on RequestID but it says I cannot add it. I have a custom field called Request Type in table 'Request Custom Fields'... See attached. I'm trying to build a report using fields from Request Custom Fields and WorkLogs but not working. The attached screen shot shows the relationship of RequestID on all tables so not sure why it's not working. Thanks!!!
How to automatically set status to Approve on a change request
Once a request has been successfully submitted, our CAB has 24 hours to reject the change. If there are no rejections, the request status needs to be automatically be set approved. Is there a way to automatically 'escalate' the status to approved, without someone manually setting the status to approved. We don't want the delay of having a person having to approve (change the status to approve) once the 24 hours has successfully passed with no rejections. I looked at SLA's but I don't see a way
Reports: Manage Scheduled Reports
We'd like to see the ability for Admins to view all scheduled reports regardless of sender and the ability to manage the settings for all scheduled reports such as the sender, subject, frequency, audience, etc.. Use case for this are roles where they report SD+ data to the business through scheduled reports. If one of these roles leaves the organization or moves to another department it creates a few issues: A) the report fails because the user no longer exists and the business doesn't receive the
Add time dedication to the Work Log using E-mail commands
Hi, I'd like to know if it's possible to add time dedication to the work log using any e-mail command, I can't find any command to do it. Thanks in advance.
Restore Requests deleted by Technicians
Hi, is there a way to restore a request accidentally deleted by Techcncian. If not, will it be possible in a early future? Thanks a lot alessandro
Average Response and Resolution times
Hi Please can someone assist with a MSSQL report query to report on the average Response and average Resolution times per Site for the last 30 days/this month. The report should have the Site name; Average Response Time; Average Resolution time; Number of Tickets Your assistance will be greatly appreciated. Thank you.
Add Notes in Report Column - new querry
Hello I can see that you are able to generate querry to add Notes to report. After generatiing such querry will I be able to modify it like any other report not made from querry ? Regards
Service Category Report
Hi! I have the following query (from elsewhere on the forum) that reports my service categories and templates, (title and description). I would like to group the output by category and also add the SLA data (name only) if it exists. I also want to exclude any template that is flagged as no longer in use. SELECT case when serd.ciid in(select ciid from businessservice) then 'Business Service' ELSE 'IT Service' END "Service Type", serd.Name "Service Category",serd.Description "Service category desc",
Request purchase order problem
Hello, i am testing the SD Plus. Now i create my own Asset with price, vendor etc. i inserted these assets in the request form to order assets...no problem. when i create a purchase order from the request form, there are only numbers on the item name and no price. see the screenshot it is a bug or a configuration error? Kind regards
Can't update because of bad check in script
Hello, I can't update from 9.3.0 to 9.3.0.4 because someone has once again (this has happened on prior updates) uses a simple port check to see if ServiceDesk Plus is running. So it does a check for anything listening on port 443. Since I have 6 other sites on this server there are other things listening on that port, but other IP addresses. Here is the important log lines showing what is happening. Mar 29, 2017 3:09:42 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] :
Resource information in tasks
We are working to develop New Hire and Off-boarding Service Request templates. Within the request template there will be a resources form built out that HR will input specific employee information such as name, start date/term date, department, title, department, manager, etc. As part of the request we would like to create a task workflow that will assign tasks to all associated parties, i.e. HR, IT, Shop, Accounting, Payroll. We need the information that HR added to the resource form to be included
Tickets resolved, closed by technician during a specific set of hours in 1 month.
Hello, I would like to create a report that tracks completed tickets ( resolved , closed ) during a 1 month period between 9:30 AM to 3:30 PM. Here is the query for the report without hours in between. Im wondering if you could help me add the last bit to report between those set of hours. SELECT "ti"."FIRST_NAME" AS "Technician", "std"."STATUSNAME" AS "Request Status", "wo"."CREATEDTIME" AS "Created Time", "mdd"."MODENAME" AS "Request Mode", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS
Top 5 canned reports???
Hi All, I'm new to the Service Desk and would like some feedback on the top 5 reports everyone is running and what value it's bringing to your turn around time? Thanks in Advance! Ben Witzlib
Task disable/enable on service request
Hi, is it possible to allow an requester on a service request to enable or disable the tasks? Thank you in advance Katy
Next Page