SMS alerts for Requestors
My biggest issue is with SMS alerts for Requesters', why is this feature still not integrated??
Unable to generate the report
Below error occurs in Report tabs Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Unsupported Image Type at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:58) at net.sf.jasperreports.engine.util.JRImageLoader.loadAwtImageFromBytes(JRImageLoader.java:167)
Survey Report- NAme of Skipped Users
I want to get the report for Skipped users and uncomplete users list, also can we remove the skip button from survey email
Report with IP address
I want to be able to print a report of workstations with their assigned IP address, I can't seem to find a way. Pls. help.
Script Master - 6: How to create new requests automatically based on field or resource values in parent requests.
Hello users, Wishing you all a very happy new year 2017. Today's Script Master's post will help you to trigger the creation of a child request in ServiceDesk Plus, based on the values in certain fields of the parent request. The request id of the child request is captured and added as a note to the parent request. Also, the request id of the parent request is appended to the subject line of the child request. This is done by using an API call to create a request in ServiceDesk Plus.To add the
ServiceDesk (version 1107)- Software Licensing
Hello to All of you! We are working on another/better way of keeping track of our Software Licenses, so we thought we would try doing so in the Asset Module of Service Desk. The scanning portion, however, is being done through Desktop Central. Is anyone else doing it this way? When the versions of Desktop Central or Service Desk is updated, is it normal that it seems to rescans all of the devices again? I find that I have to reallocate my licenses again, possibly audit some as the rescan misses
Change of status on client's reply
Hello, We've created a status called "Solution Provided", it's a status that comes before we close the ticket and it stops the timer. Every time that the client answers an e-mail to a ticket on that status it returns to "In Progress" and sometimes we miss the SLA because we got a "Thank you" from our client. Is there a way to create a status that doesn't change when the client answers?
Can not select cluster listener MS SQL 2017 AlwaysON
Hi there, We have two MS SQL 2017 Server and they working active/standby in AlwaysON Availability Group in our product enviroment. Fist server address 172.20.18.81 , name ara-1.egisbilisim.ofis Second server address 172.20.18.82 , name ara-2.egisbilisim.ofis Cluster address 172.20.18.83 , name ara.egisbilisim.ofis Running "ManageEngine\ServiceDesk\bin>changeDBServer.bat" and select server type "sql server" , write host name "ara.egisbilisim.ofis" and click the next tab. Host name automatically change
Time Spent Calculation
I'm using MSSQL as my platform. I would like to know how to calculate my own time spent between 2 dates. Clearly SDP does this for me in the WO_Group_Info, WO_Tech_Info, and WO_Status_Info tables, but this is NOT what I'm looking for. I would like to know the underlying code that does the math and logic. I would imagine that something within the system if factoring in HoursOfOperation, DaysOfOperation, HolidayDefinition, Hold_Period_Group and/or Hold_Period_Tech. I've looked through the functions
Business Hours
I'm trying to write a MSSQL query that looks at different time intervals during a ticket's life. For example, if I'm looking at a ticket that has a createdtime of '2019-11-20 09:52:11.000', missed SLA at '2019-11-22 14:53:54.000', but was only assigned to the proper personnel at '2019-11-30 13:50:09.000'. Essentially, I want to calculate the time it spent in the service desk queue waiting to be assigned to the proper department. Normally, I would just write a query like: select DATEDIFF(hh, '2019-11-20
Inventory Report with Product Name
Dear Support, Please help me out in generating this report to reconcile the assets with our current Inventory. which includes Employee ID User, Department, Last Logged in User Site Location Region Asset State CI Name Model Product Name Product Type Manufacturer Vendor Part No. Purchase Order No. Cost (Rs) Serial number Service Tag Asset Tag Org Serial Number Barcode OS Disk space Total Memory IP Address Mac Address Processor Name Current Asset Value (Rs) Acquisition Date Expiry Date Warranty Expiry
{SDF-84264} Confirmation Dialog options
Since SDP is mostly browser based, is there a way to add confirmation boxes when a user may have accidentally hit a button to navigate away from a page. Sometimes accidentally hitting the back button or mouse keys that jump back a page can cause the user to lose all the data entered into it. None of the pages in SDP seem to have any confirmation dialog boxes...seems like an odd thing to leave out for browser based software.
Report needed- count of closed within time windows by technician
Hi, I'm needing a report and I can't seem to come up with it. I am essentially needing a count of tickets closed by technician within certain periods, based on createdtime and completedtime into "buckets" of 0-23 Hours, 24-47 hours, 46-71 hours, 71+. In other words, how many tickets were closed by each agent in less than a day, 1-2 days, 2-3 days, or longer? I can't seem to modify any queries successfully to pull this off, though it should be fairly simple.... can anyone help? Thank you!
[SDF-37160] Desktop Central to ServiceDesk software license replication
We have been users of ServiceDesk and Desktop Central for quite sometime. Recently, we have upgrade the ServiceDesk to Professional to enable integration with Desktop Central. It would be nice if the software licenses maintained under Desktop Central could be replicated to ServiceDesk. We are having to enter the licenses in both places for all parties to get a consistent view.
ESM - Why does it kinda suck right now? Spoiler - NOT DONE
HI, Pretty disappointed that with the new ESM you can't: 1) Migrate existing tickets to new site. I already have multiple support groups in my instance, Was hoping to segregate out my teams. But you can't migrate your existing tickets!!! what? Oops? so I need to tell my company we are going to have to start over with servicedesk in order to make new sites?? really?? I know there are scripts that supposedly migrate tickets but I am told they don't bring everything.What about our existing tickets?
[SDF-48997] Preventive Maintenance Task
Hello SDP Team It will be more convenient if there is a disable option for Preventive Maintenance tasks. Regards Rayeez
[SDF-84310] Service Catalog Configuration
Can you add the ability to change Service catalog descriptions for the categories themselves to the active templates view, and when you expand allow another tab to open so you can either edit the template within the category and keep track of which template you are on somehow or if that is not possible make it so when you click back it keeps the list expanded. Here is the reorder screen, you cannot make changes here, and moving these items around is counter intuitive, it would make more sense to
Report for work log/time spent
I've looked over a few threads but couldn't find the one i really needed. I'm looking to make a report for No time entry AND the work log description with no notes added. I see where you can run a report for no time entry but I do not see a field for "work logs = none". Is this possible? I wonder if it's worded differently
Calculated Field - Days Between 2 Dates
Hello, I am working on a Field & Form Rule that will trigger an "Execute Script" command On Form Submit. I have a custom date field called "Pending Initial Review". I want the script to calculate the days between CREATEDATE and Pending Initial Review and place the integer value into a field called Pending Initial Review Days. Here's what I have so far but I'm getting the following error "Please provide numeric value"). var date1 = 'CREATEDATE'; var PendingInitialReview = 'WorkOrder_Fields_UDF_DATE12';
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
API v3 Add Attachment To Ticket
This is the code that I have cobbled together based on various resources, such as the public beta documentation and the API documentation in my tenant. $ApiKey = "API-KEY-GOES-HERE" # Technician API Key $SdpUri = "https://servicedesk.contoso.com" $RequestID = "111111" $input = @" { "attachment": { "filename": "@C:\temp\test.txt", "addtoattachment": true, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/$RequestID/attachment"
Can't reset admin password
I was setting up a new copy of SD Plus a while ago and got pulled onto something else, now I've come back to it I find I stupidly changed the administrator password and didn't make a note of it. I've done quote a lot of configuration so I'd rather not start again. This is build 10514 I've followed the procedure here - https://www.manageengine.com/products/service-desk/on-premises/faq/service-desk-administration.html#AdminUser13 But when I use the command - mysql.exe -u root -P 33366 servicedesk I
Automatic replies - how to stop them
Hi, How do I stop automatic replies generating tickets in SD+. I created a new support group for reports, and it's now getting populated with lots of out of office auto replies. And ideas? thanks Martin
Bulk status change of tickets - Change Request Tickets
Hi, Can someone pl let me know if there is an option to change status of Bulk tickets at one go. Say from one status to nest status. These are all old tickets which need to be closed for getting to logical conclusion. Will be helpful, if the option for changing status of all such tickets at once pl. Regards, R Karthikeyan.
Error PSQLException: Ran out of memory retrieving query results when running backup
Good afternoon, I am facing a problem when trying to ran a backup or update my SDP version 9.1: After a few minutes that the backup is running it gets stuck, locks up all the system and after a few minutes trow the following error: PSQLException: Ran out of memory retrieving query results. I´ve found another topic here with the same message (https://pitstop.manageengine.com/portal/community/topic/backups-failing-20-3-2016), but it ends with no solution other that the user should email the support
How to scan for SMBIOSAssetTag and populate in database
We have a fleet of HP thin clients into which we have manually added each machines asset tag. It has been added to the BIOS and can be queried using WMI and reading the SMBIOSAssetTag object. Is there a way we can query this when running a network scan through SDP and, if so, how can we write it to the Asset Tag field of each machines database entry? thanks
Operational Level Agreement in SDP
Dear SDP Support, Our organization using Service Desk Plus application to manage IT Helpdesk on day to day operations. We are looking for Operational level agreement (OLA) for support groups. I checked in SDP roadmap that the feature is currently in implementation phase. Could you share the ETA of this feature? Do you have approximate date and time when this feature will be released officially? Regards, Bharani Kumar
Guest can not open any Solutions
good day. in the version of ServiceDesk Plus 9422, a problem was discovered. The author or guest can not open any Solutions, by reference from the title. http://sd/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=700 open page http://sd/jsp/AuthError.jsp?ErrorMsg=You%20are%20not%20authorized%20to%20view%20this%20page. You are not authorized to view this page. but under the link "direct" or from the advertisement everything is ok. http://sd/AddSolution.do?solID=700 Technician
[Blog] FCR's benefits in an organization
FCR - "First Call Resolution" is a vital metric of an IT organization, some refer it as the Pulse Rate. FCR directly or indirectly reflects your organization's growth. How does FCR work? When a user lands in a situation that's new to him/her or he/she is unsure about the situation. The next step he reaches out to his colleagues/friends to discuss the situation or he calls to the product support, hoping for a solution. When the support executive understands the situation in the first place and provides
Outgoing mail address group
HI, I have a question on SDP plus mail outgoing address. scenario: original using group a01@xxx.com for outgoing mail and mail notification request to send the email notification from different group according to different criteria, example, b01@xxx.com send email notification when the request is related to b01 group a01@xxx.com send email notification when the request is related to a01 group how can i configure in SDP for this scenario?
Updating fails
We are currently on 9224 and trying to get to the latest. But it is failing to go to the next patch. This is part of the updatemgrlog.txt Dec 19, 2019 8:14:28 AM [com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer] [INFO] : db.home ::: C:\ManageEngine\ServiceDesk\bin\\..\pgsql Dec 19, 2019 8:14:28 AM [com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer] [INFO] : dataDirectory :: C:\ManageEngine\ServiceDesk\pgsql\data Dec 19, 2019 8:14:28 AM [com.adventnet.persistence.PersistenceInitializer]
License Renewal
Hi, Currently we are using ServiceDesk Plus Standard edition on premise with 167 technicians. License subscription will expire in 3 months time. I would like to know what will happen if we don't renew license subscription on time? Can technicians and users still login to SDP after expiry date? Thank you.
Cannot move from MySQL to PostgreSQL / Version 9.336
Hello, I'm currently stuck on version 9.336, as whenever I try to move from MySQL to PostgreSQL, my Service Desk server fails to start (Windows 10 32bit). The process I'm following is: 1. Take a backup of MySQL 9.36 2. Uninstall Service Desk 9.36 3. Reinstall Service Desk 9.36 with PostgreSQL 4. Apply backup to new installation (completes without error). When I attempt the start the Service Desk the 'ManageEngine ServiceDesk plus' services stops and the splash screen displays 'Application Layer Started........................'
[SDF-56603, SDF-66861] Requesters to add cc when creating a request
how can a requester add cc when creating a new request, and when replying to tickets
Create a field for Line Manager in a new request
Hi - apologies if this has been asked, but I can't find the answer!! I am trying to create a field for Line Manager for a new joiner type of service request. To ensure it is correct, I was hoping that I could make the field query the list of requestors within ServiceDesk plus, which sync's from our AD, but can't seem to figure out how to do it. Any ideas? Thanks!
[ SD-83227]Auto Saving Cursor jumps to the beginning
I noticed that whilst typing a new message out of a ticket, the messages gets saved automatically after some time. Whenever this happens, the cursor jumps back to the beginning. This can be very annoying since it can happen multiple times when you write a long response.
What is SLA response time
Hi, I configured a SLA with 15min Response Time and 60min Resolution Time, associated with a specific priority. When a new ticket arrives with that priority til when is the response time suposed to be counted? I tryed to assign the ticket to a technician, passe it to the start work status, send a reply to the requester. But the response time appears to be still running....
[SD-83389] Exception message : Please fill the mandatory fields
When manage engine auto closes requests and an error occures an error is logged. Could you add the ticket Nr? Internal operation failure : AUTO_CLOSE. Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields Internal operation failure : AUTO_CLOSE. #5293 Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields
[SD-83392] Solutions lagging
Each time, we try to access the Solutions tab in our ServiceDesk, it lags extremely slooow. Eventually, it will show. We could scroll down to each title, but this is not conducive to productivity. Last week, we could not click the arrow to see the "next page", past 100 titles (Solutions). This week, we sometimes can see the end of the Solutions, sometimes not. However, it is not possible to search by title (Solutions). Yes we have keywords for each Solutions. We are on Version: 10.5 Build 10510.
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial
Next Page