Generate report by technical assistance groups
Hello, my name is Ezequiel I am looking for a report that shows the account of tickets made per month of a technical assistance group. Particularly the Help Desk group. I would be grateful if anyone could help. Thank you.
Field and form rules to filter custom field based on Site
After reading the following forum post regarding Field and Form rules filtering I've decided to give this a go on my requester form https://forums.manageengine.com/topic/field-form-rules-filtering-list-of-picklist-values I'm trying to filter the results of my custom field named Location (WorkOrder_Fields_UDF_CHAR90) by what is selected from the Site field Example- If someone selects 'Reading' from the Site field i only want options in the Location field to display if they contain the word Reading
Ticket Prefix
Hi Is there any option to have the ticket ID prefix like 170001 will be the first ticket for 2017 and then I will reset to next year to 180001? Regards Irfan
Troubleshooting powershell scripts
Hi All, Does anyone have any tips on how to troubleshoot powershell scripts that are setup in custom triggers? I have two that are not working as expected (seeing no results at all), although the request history log shows both the scripts are being run when the request is submitted. Thankyou, LL
Can alternate approvers be configured?
In the situation that an approver is unable do the necessary approvals (away or ill for example) can an alternate approver be configured without having to manually change each pending request? Best regards Dave
Boolean Custom Field Type
It would be great if we could have a Boolean custom field type such as a check box. Not only for requests templates, but for requester profiles as well.
Create a request with API, how to add a hyperlink into the description field?
Hello I am creating a request with powershell with API. I'd like to insert a hyperlink into the description field. What is the syntax I have to use, so I'm able to click on the hyperlink? I already tried with html syntax like $link = "<a href='http://www.metas.ch'>Test</a>", but only the word Test is shown without a clickable hyperlink. Regards, Markus
Report - alphabetical sort view
Hi, A while ago I asked if you could overhaul the Reports view in SD+ and was told it wasn't on your schedule. As you know the current situation is you create a report and it is just added to the bottom of the list with no way of sorting them. However, could I ask that you put in an alphabetical sort view so that the reports are automatically sorted from A to Z when they are created. At the moment I have dozens of reports in each folder and with no way of sorting them it has become very messy and
Import Requesters From AD Group
Hello, Is it possible to import only requestors from from a specific AD group? Thanks
Difference between two dates in days
Hello I have the following query: select qd.QUEUENAME "Group",wof.UDF_CHAR5 "Weekly Meeting",qd.QUEUENAME "Group", ti.FIRST_NAME "Analyst",wo.WORKORDERID "Request ID",wo.TITLE "Subject",N.NOTESTEXT "Notes Text",wof.UDF_CHAR4 "Vendor_Name",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.DUEBYTIME) "DueByTime", longtodate(wos.last_tech_update) ,longtodate(N.NOTESDATE) "Notes Date" FROM WORKORDER wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Where are attachments stored for ServiceDesk?
Where are attachments stored for ServiceDesk? Let's say we have several attachments that needed to be deleted. Is there any easy way to do this?
How often is a Windows Domain Scan performed?
We're using SDP 9237. How often is a Windows Domain Scan performed? Are they performed automatically? I could not find any settings to configure how often these scans are performed. Thanks.
Service Catalog drop-down menu not showing up
Can anyone help me understand why my Service Catalog drop-down menu isn't showing up? I have a service under a service category so there is service template I created. However I don't see it under the Request Catalog menu that only displays Incident templates. I also don't see a Service Request menu as referenced in the user guide. I inherited the implementation so I'm trying to backwards engineer how it was set up.
Daily Work log Reports between modules
Good afternoon, Currently we track technician time mostly on incidents. We want to better utilize the projects and changes module, but the biggest thing that keeps us from doing that is a easy way to keep track of daily time. At the moment time is not added across the different modules in service desk. Below is a screen shot of the lay out of the report we use, can we get a MSSQL query that looks similar to this where it will pull work logs from the changes and projects modules and add total times
How to delete a site being used by another module?
We have a site that was imported from AD by accident (misspelling). We would like to delete this site from the Site List. When I try to delete the site, I get this message: WARNING: Site cannot be deleted as it is being used by a module. I have gone through the assets, requests, and requesters and changed all instances of that site to the site it should be. The site is not being used under any projects, changes, or problems. Where else would I check where this site is being used so it can be deleted?
how can running instance manage engine service desk plus on two server with one data base
how can running instance manage engine service desk plus on two server with one data base on our other office branch?
how to custom Font Portal
how to change font service catalog ?
Please enalbe “Add task” & “Associate Project” under “planning stage” of change
team, Our customer arise following feature requests, please analysis it, give us your comments: They want to add following features under "Planning stage" of Change module. 1. allow user to "Add/Edit Task" like in the "Implement stage". 2. allow user to "Associate a Project" like in the "Implement stage". Since, in the Planning stage, there maybe are some "TASK" need to do (call as pre-task), only these task be completed, the change can go to be approval stage. And, for some complex tasks, it's
Holidays Dates display incorrectly
Hi, When setting my holiday dates for the new year, they are appearing to be offset by 1 day, as per attached screenshots... Is it possible I can re-align the dates again? Regards
Problem restoring a backup
good afternoon, in writing here because i am out of resources trying to resolve this problem with our servicedesk pro. the thing is i have installed a new windows 2016 server also i have installed "ManageEngine_ServiceDesk_Plus_64bit(9121)" which is the same version of the production server. when i tried to restore a back up it never show a message saying "the data was restored sucessefully or something like that" i dont know if it really show a message just saying, then when i tried to run the services
Additional Field and Form Rule - "Change Template to"
Hi We have a large number of users who choose the incorrect template. As a result the business rules do not assign correctly. Are you able to add the following Action: "Change Template to" I am hoping to then create a rule that applies this action on the field "Category". Example: If Category contains ..... then change template to.....
How to remove addedd service Fields
Hi, I added one service filed which is called call type , now I want to delete this, so how I can remove
Application Layer Started.......
SDP wont start. I have executed run.bat but get the attached error. Please assist. Thanks,
Add new requester with Login name and password fields via REST API ?
All SDP team I need to use REST API to add new requester with Login name and password fields .is it possible? Thank you and Regards
Hide fields dynamically on form load script
I'm currently using Field and Form rules to hide fields on form load, which works but I have to add new fields to the rule when they are added. I'm now playing with custom scripts to try and handle this dynamically so that it hides all fields, even when new ones are added, except Site, Category, E-mail ID(s) To Notify, Alt Phone number, Technician and Status. I've been able to do it by listing the fields using $CS.hideField(["WorkOrder_Fields_UDF_CHAR90"]); but I'm unable to find any way to capture
Is there a way to keep the search option banner visible above the fields when viewing requests under request tab?
Is there a way to keep the search option banner visible above the fields when viewing requests under request tab? Vs. scrolling to the right and clicking on the search icon each and every time:
Boot Camp Dec'16
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Mobile from Attribute
Dears, i need script to match below : i create field called Mobile Number, and i need to get the number from field name Mobile (which is imported from active directory ) , as i need to view his mobile while requester create the request in that additional field i created before (Mobile Number). ----so if i know column Name of Mobile (imported from active directory) it will help and i will match these fields, appreciate your support.
Purchase request per API
Hi, is it possible to create a new purchase request per API call? Example? Thanks, Dayn
Additional Request fields using Active Directory attributes
Good Evening, Is there a way to add more fields to a request and use Active Directory attributes to be populated out of the box, or would we need to use a custom trigger? We are wanting to prepopulate a user's address, phone number, and so on from Active Directory. I brought the attributes in through the "User - Additional Fields", but if I try to map the fields the same way in a request, it just shows the text like "l" for "State", "samAccountName" for "login ID", and so on instead of the actual
Report to track incidents progress
there are many questions in the forum regarding timespent on the requests, however none of the provided reports /custom report actually worked with v9. in short we need to find out how much of time each technician spent working on ticket (since assignment to him till he push it to other queue - assign it to different team) how can we get report for this and to output sum for each technician for MSSQL thanks for your usual support
Best practice concerning solutions in different languages
Hello Forum, I trying to figure out the best way to build a multi-language solution DB. I will need 4-6 different languages. Goal would be to show the solution in the requester browser language and default to English if no local solution exists. Any ideas? Thanks Daryn
Notifications on dashboard in Chrome
Hi, since updating to the latest servicepack, the notifications (alarm icon with a number) doesn't highlight anymore when a request has been replied to etc. Can still click and see but far less useful now. Still works in IE though. Anyone else had this / know a fix? Thanks, Dean
Getting an automated workflow by sending mails
Hi, Is to possible to convert the mail into workflow? When a mail reaches service desk , a ticket should be generated with approval process Thanks, Ramesh
Request Audit
Hello, Is there a log somewhere within the server/DB that shows the requests catalog history - specifically details of when a ticket is deleted by an admin/technician? Thank you, James
Mobile for ANDROID does not work
Mobile for Android does not work. PLease advise.
Question about Technician Auto Assign feature
Hey all, We've been using the Technician Auto Assign feature for almost a year with no issue. We use the load-balancing option to make sure the distribution of tickets is, well, balanced. Last week one of my technicians (Barry) was on vacation. I marked him as such in the Technician Availability Chart and assigned another person (Ben) as the Backup Technician. We received an important ticket that should have been assigned to Ben, but it got assigned to Barry and went unseen for 24 hours. In the
Inability to Edit Requester Templates
I am really struggling and cannot understand why requester templates cannot be edited, or changed. We can create a template which shows on the technician side, but even as an admin within DC, cannot make changes to on the requester side? It seems like this is a function that we should be able to change and customize to our needs. We need the ability to make the description field mandatory. On some of the templates we can do this, but on others the description field doesn't even appear. This is really
Execute script and close ticket on Approval?
Is this an option? We're looking to add a user to an AD group and close the ticket once the ticket is approved.
Webinar: How to Master Request Management using ServiceDesk Plus.
Hello everyone! Wish you a fabulous 2017! Keeping our promise to make IT easy for you, this year we bring feature-specific webinars every month accurately fashioned to further your expertise in ServiceDesk Plus. I'm glad to invite you all for the first webinar encompassing the basics of request management, related best practices, and latest updates on 17th of January. For your ease, we will conduct this webinar at three different time-zones. So set apart 40-mins of your time and join us either
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