Change default CI structure
Hi, I wanna to change structure default CI. For example default CIs are: - Access Point - Business Service - Cluster - Datacenter . . . - Network I wanna to change above to this: - Network |_ Access Point |_ Cluster |_ Datacenter What should I do?
Auto merge based on matching phrase in subject
Hi Guys, Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line. For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised? However if an email came in that
Reorder Resource in Service Catalog
I've recently created a few Services in the Service Catalog and was given a new resource to add after the fact. That newest resource appears at the bottom of the others (added in sequential order) but I would like to make it the first Resource in the list. How can I move it from the bottom to the top? thanks!
How to change from local to domain authentication for default admin user?
Hi: I have change the name of the default admin name but I don´t know how to change the authentication from local to domain. Please, could you help me? Regards
$Survey variable not working
Hi, I am encountering an issue with the variable $SurveyLink. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" (ict-helpdesk:8080 is the url for our servicedesk environment) I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Aging Tickets per Technician per Group
Hello, I found the built in Query Report for aging ticket by technician: SELECT AAAUSER.FIRST_NAME,COUNT(WORKORDER.WORKORDERID) "Total Pending Count",COUNT(CASE WHEN DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 2 THEN 1 ELSE NULL END) "0 - 2 Days",COUNT(CASE when DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 5 and DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) > 2 THEN 1 ELSE NULL END) "2 - 5 Days", COUNT(CASE when DATE_PART('day',
Customer Support For Product Demo
I joined a small company not long ago and we use Service Desk Plus enterprise but only have Incident Management enabled. I was trying to find someone to provide a full product demo session. Yet that request was routed to their Help Desk and the technicians were clearly not equipped with the skills for the demo, not to mention they were 30 min late. I have not been successful with their support. Any suggestions on where I should direct my request other than sales@managedengine.com? Thank you - Treen
Reporting on Tasks along with Incidents and Service Requests
We are going to start using tasks as part of our new-account-creation process, since the ticket previously had to either be sent to each team in a linear fashion or we had to have sub-requests. Our management team would like to view all of the requests in the reports to include the entire pending workload and the items worked. Is it possible to run the standard canned reports to include tasks as part of the reporting on incidents and service requests? If not, how can we report on all the SRs worked
custom report for requests by assigned technician
Can I generate report for the request by how many technician is assignment to it and how long the request is stayed assigned to each technician ?
Report on Tasks worklog for tasks not associated with a ticket.
Hello, I have been able to create a report of exactly what I need for worklogs and task worklogs for anything associated with a user request. It looks like what I have below. Request ID Assigned Technician Requester Time Spent Time Spent Endtime Subject Description Time Spent Description Resolution 879 Marco A User 01:00:00 05/11/2015 05:32 PM Unable to start computer Computer tower light flashing yellow, unable to turn computer on. all connections checked Troubleshooting PC. Unable to power
Enabling Single sign on through office 365
Hi, Can I enable single sign on through Microsoft Office 365? Regards
Need help in new schedule report
I want to show aging of open tickets(date difference between Ticket created time & today's date) in scheduled report in Service Desk Plus Tool, Is there any way?
Reports: unable to execute the report...
It happens quite often that our technicians are getting the below error message. How can the SD+ admin get to know what kind of reports are running in background for concerned technician?
issue with SDP
Dear support, PFA
Reports available in selfserviceportal
We have created a report for the requesters. Is there a way to add this to the selfserviceportal from SDP.
Budget
My company who currently have 1000 License for Workstation and 25 technicians license want to use the PO module of the Services Desk Plus software - but before implemented we want to have the ability to enter the department budget - so everytime that a particular department create a PO the amount of that PO can be reduced from their department budget. Please let me know if this is something that can be included in the next release. George Alvarez galvarez@vipservices.org
Addition of cc field for submitting a Change Request for Approval
Hi, May we request to add a cc field when submitting a Change Request for approval? This will be useful especially when copying the Change Advisory Board and other stakeholders for approval.
Cost Details are visible to all - Confidentiality Issue
Good day, I have noticed that an individual that has only one permission, SDSiteAdmins, has the ability to see the cost per hour of all, even technicians his senior. This is even though no technicians have their "Allowed to View Cost per Hour" ticked This is a major security and confidentiality issue for me as a clever tech can calculate the salary of his superiors or seniors even though it as absolutely nothing to do with him. As a result of this access, Cost per hour cannot be entered. Please address
Make Requester Conversations editor bigger
Hi When I open a requester Conversations the editor is really small. Most users have big high resolution monitors. Maximized on a 24 inch montor it look like this. Complete waste of space under the red field. Please make the editor bigger in SPD. //Peter
Impossible sh Restore.db Servicedesk
Hi, I've tried to restore a database from the old server debian 8.5 32 bits to a new server Debian 8.5 32 bits .. but I didn't get any result. Can you help me ? I'm still looking for the solution. I copy the console comands here. I hope your answer as soon as possible, thx root@HD:/opt/ServiceDesk/bin# sh restoreData.sh -c /opt/ServiceDesk/backup/backup_postgres_9241_database_02_09_2017_19_15/backup_postgres_9241_database_02_09_2017_19_15_part_1.data *********************************************************************************
Adding /Editing Requesters via API
I'm trying to use api to insert requesters. This is the format I'm using. <API version="1.0" locale="en"> <records> <record> <parameter> <name>Name</name> <value>Prakash Jahar</value> </parameter> <parameter> <name>CI Type</name> <value>Requester</value> </parameter> <parameter> <name>Site</name> <value>GSC</value> </parameter>
Operating Hours
Hi, We have some questions about SLA hours. When I stipulate our hours of operation, does it interfere directly with the SLA? Our opening hours are from 8:00 AM to 6:00 PM. After that, all the new incidents will come, will your SLA stay? I also wish that in this case, if possible, all call states automatically change our working hours. For example: Gather information And the next day at 08:00, they automatically returned to the status they were before stopping the SLA. The biggest concern is:
Failed upgrade (SDPLUS 9.2.0-SP-1.0.0)
Greetings, today we tried to upgrade our SDPlus installation (9.2 Build 9235) but the upgrade failed when we tried to apply ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm, the server starts using all the available memory then it drops back to the cli, this is CentOS 7 x64 installation with PostgreSQL 9.2 as db server, it has 4GB installed and 2GB free in operation: org.postgresql.util.PSQLException: Ran out of memory retrieving query results. 16-02-2017 02:57:24 PM [SYSERR] [Información] :
Report That Shows All Tickets Last Updated 7 Days Ago
Hi team I'm looking to build a custom report that shows all tickets open/on hold/waiting on client or waiting on vendor that have not been updated in 7 days. I'm looking to add the following fields in the following order: Request ID Requester Request Status Subject Technician Created Time Due By Time Last Update Time I tried building a tabular report myself and could not filter out the last 7 days. mssql database ver 9.0 build 9009 Thanks.
SDP Slowness
Anyone experience slowness like this? I have tired to change the Java Tuning but every time I change the wrapper.java.maxmemory above1024 my service will not start.
Automatically Closing Dependent Tasks
I have a main tasks that once it's closed, the dependent ones need to close automatically. Does anyone know how to accomplish this?
No settings Option on Dashboard
I read that there should be a settings option under dashboards to modify or create new dashboards. I do not see that option?
Asset Mangement
Is there a way to scan/report the local administrators from the computers via Asset Management, or the free version of ADManager? We have over 250 pc's and looking for other options to gather the information.
Announcements API
Hi, We would like to take advantage of the excellent Announcement system by publishing a short list of them on our Intranet, with full click-through functionality as it is on the Home page in SD+ At this stage we're just looking to list the last few (5-10 say), just to improve the visibility of our Announcements to staff. Cheers, Richard.
Customizing Scheduled Reports
Two questions about the Scheduled Report feature 1) Can you specify multiple recipients? 2) Is there any way of embedding the date in the file name, such as by adding a wildcard like %date, %time and so forth? Sang Park
Enable Business Rules to trigger additional fields
I would love to be able to utilize Business Rules to trigger changes to custom (additional) fields that we have implemented. We have several custom fields created that could be changed to certain values based on rules (sender's email, sent-to address, etc), but a Business Rule only allows me to manipulate the built-in fields. As a workaround I have made several incident templates that have the values populated appropriately, and then I have Business Rules to apply those templates, but that gets really
Direct link to the answer form
I would like to supplement the e-mail templates for "answer to a request" so that the requester has a link which takes him directly to the reply form. Is that possible? At the moment, the link with $Request Link refers only to the corresponding ticket. The requester must then click on the "Answer" button there. I would like to avoid this step. please excuse my bad English
User Survey Satisfaction Levels Don't Appear
Good day, I'm trying to set up a user survey in SDP with satisfactions levels. The problem is they don't appear on the survey afterwards. Only the text area "Any other comments or suggestions" appear. I'm running build 9300. Thank you
TechTuesday : Tip 181 - Improve Performance and Stability
In order to improve the performance of ServiceDesk Plus application, you can choose to delete all the system generated notifications for closed and/or archived requests, for which the completed date is greater than 'n' months from today's date. [The value of 'n' can be 3, 6, 12, 18 and 24]. This option is present in Admin -> Self Service Portal Settings.
AD authentication failed
Hello guyz, I followed steps of adding users from our AD, the add was successful but when trying to log into SDP using AD authentication, it fails; although I have checked the “Enable AD authentication “option. Kindly assist, Brian B.
Technicain cant close tickets asigned to them
Hi Can some one point me in the right direction as I have set up a number of request templates for the request catolgue that the users are using but what I am finding is that they can not close their own tickets. Or when a ticket is assigned to another tecnician that they are unable to close their assigned ticket? Any help woul be much appreicated. cheers] Christina
Failed To Communicate Agent - error
Hai, With the Manage Engine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the Manage Engine service on the PC is running. I also disable the firewall in target PC. I did not get this path "HKEY_LOCAL_MACHINE\SOFTWARE\ZOHO Corp\ManageEngine AssetExplorer\Agent" from target machine. And i cannot find the agent port from target machine. Please help.... Thanks and regards Haris
Import bulk assets to Manage engine from Microsoft Excel
Hello, Please help me, How can do import bulk assets to manage engine service desk from Microsoft Excel ?. Thanks,
My Requests Summary
Hi, I am configuring the Service Desk Portal and I was wondering if there was any way of modifying/removing these options so that they don't appear on the homepage (see below screenshot). For example, I don't want 'Pending' to refer to open requests, I would rather this was just called 'Open'. Also, I'm not sure what 'Waiting for Approval' or 'Waiting Update' actually do - I assumed 'Waiting Update' referred to when the technician changed the status to 'On Hold with user' but it doesn't. Can you
User can not search on "Request" only in "Solutions"..
Hello, I have been trying to search similar problem to this but can not find any. I am using the latest version of ServiceDesk Plus (9240) at the moment. When a user logged on, he can see his own request. Whe he use the search function to search for a particular subject, it always return with search for "solutions" instead of "request". I tried to find where do i define where and what a user can search for, but haven't found it yet. Anyone have similar problem? How do you solve this? Thanks :) Regards
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