IT analytics in 90 seconds: Track your performance against help desk targets
Measure resolution rates against help desk targets to identify how far you're off target and improve overall resolutions using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
Change Site with Business Rules
Is it possible to create a business rule which will modify the site a ticket is assigned to? As our organization grows we have more users who are working across multiple sites. When these users submit a ticket (via email fetch) the business rules we established to assign a group/technician fail because the ticket is forced into the users site which the necessary group/technician does not have access to. Any help would be appreciated as it is very time consuming to adjust and assign these tickets
[SOLVED] Last Updated Time via API
I can't find a way to retrieve a request's last updated time via the API. IT seems like a pretty important field when using the API for a case exchange between two systems. Is there a way to retrieve this?
[SOLVED] (sdp 9422) Preventive maintenance tickets deleted, can i find when/why?
We have a scheduled Preventive Maintenance ticket that has run three times now, the first time one of my colleagues picked it up but it is no longer in the system. I do not "know" if he merged it with a previous ticket or just deleted it. The second ticket has also disappeared, i suspect that he just deletes them. There are new requests from our customers that shows that the pmt has not been performed. There is a fourth occurrence that will be triggered this week. Is there any way i can find out
Can we see requester's approval log?
Is there a report, or somewhere within Requester's detail, we could view what approval has been approved (or rejected) for this particular requester.
Trigger for Request Resolution to create another request
So in our deployment process of new hardware to our users, the request we create will often change hands 3 or 4 times. This always ends with the last technician that installs the new hardware resolving the ticket. Because of this though, the workload starts to look like it all falls on one person (the one that resolves the request). Our current workflow is this: Technician 1 - Receives the equipment, Adds to inventory, Adds our asset labels, Creates the request for Building/Staging/Installation
Hiding fields
Hi all, I am trying to develop a form which will mean we do not have different templates for each issue. This forms uses different conditions to grow and mutate as information is provided, which in turn will ensure we capture all of the information required and nothing that is irrelevant. I have created a form (in the case, for user access) and have used the scripting to only show certain questions and fields if a certain answer is given. For example, the user can ask for System1 or System2. If System1
Project report on Recent Updates
Dears, I am looking for a report on Project report which can provide me all the recent updates(of last Month and this month). This is important for us to track the changes done on Projects. I know this could be challenging but require your support urgently.
Work Log Timmer triggering Request status change
Hello here! I wanted to find out if it is possible automatically change request status when triggering "work log timer". Work Log Timer - Start, changes request status to "In progress". I`m seeing it so: When request falls in Service Desk, status is "Open" When Helpdesk assigns request to Group/technician, status changes to "Assigned" When technician picks it up for work (triggers "Work log timer"), status changes to “In progress” So in Time Elapsed Analysis could be seen how much time pased when
SDP - Non-admin techs unable to access Tree View in asset relationships
Most of the Technicians in our organisation have had admin access removed in SDP, since then they have been unable to access the Tree View and Cluster View in the Asset relationships tab. Our Technical Services team require this view for Server relationships to assist with patching and emergency restarts etc. Is there a way to enable this feature without enabling Admin access?
On Hold requests and SLAs
Hi there, just a quick question. If a request has a Due Date set by an SLA, then is put On Hold. While the request is On Hold it passes the Due Date. When the request status changes from On Hold -> Open does the SLA recalculate the Due Date or will it violate (red flag) the request because its still open passed the Due Date that was originally set by the SLA? Regards, Willus
Using the API to search all request with something in the title?
Is it possible to use the API to get all requests that contain a certain value in the title/subject? For example could I retrieve all requests with "network" in the title/subject?
Persian Calendar
hi... I want to customize calender to Persian Calendar. How can i do?please help me
Hide Status Comments in Change template
I need to be able to hide Status Comments in a change template, and cannot for the life of me figure out how i t is done. Have tried to use field and form rules but it does not provide this field as an option when I try to hide it or disable it.
Changing the look and feel of Service Desk Plus
Hello all, Our organization is about to launch SDP and we have a requirement to change some of the look and feel to align with corporate branding. We have done the basic changes through the Admin -> General -> Theme. Is there any other place we can make additional changes such as the logon screen? (See attached samples) Regards, Stephan
ServiceDesk Plus SLA Reports
How can I run SLA violation reports that return results for the technician who owned the request at the time of the violation rather than the technician who owns \ owned it? For instance, technician A owns a request and violates SLAs on that request, and technician B sees the violations and picks up the ticket, works it, and closes the request, when I run reports for SLA violations, the violation shows under technician B rather than technician A. I need accurate report results to measure and work
Users can't search solutions on the dashboard
Hello We've got a small problem.. So if a User, not a technician, tries to search the solutions on the dashboard, he'll gets an error which provides he has not enough authorities. But he can search the solutions if it's not on the dashboard... Is this behaviour on intention? How can I get those authorities for the user? Greetings
ServiceDesk plus - URL is not found in widgets
when i go to Self service portal customization to create a new widget and add a new url, let's say " www.google.com" it says url not found or url is wrong. when i add http or https for ex: " https://www.google.com". the page doesn't even load. What is the issue?
Support Portal widgets
Hi I have added a new widget to the self service support portal with hyperlinks to other sites within the organisation. Can I resize it? All standard widgets can be resized fine, but there appears to be no way to do so for widgets I create. They just take up a load of screen space. Cheers guys.
REST API and Network Monitoring
We are currently using ServiceDesk Plus and PRTG and I would like to publish our current SDP dashboard on our PRTG screen, within PRTG I can create a REST API sensor which should be able to pull data from the SDP. But I dont know if pulling stats is available. Is there any way of using the REST API to get the number of tickets (Total Open, On Hold, Overdue) ? My API skills are a little bit lacking (I'm Ops not Dev! :D ) so might need a bit of handholding. Thanks Andy
Requester Report
I would like to run a report showing requesters and the status of 1 specific additional field. How do do this? Regards Jens
Incoming Email Field Modifier Triggers?
In my previous job, we used Spiceworks, which had the cool functionality of being able to set the Ticket Fields by putting in specific keywords or values. EXAMPLE -------------------------- Set ticket priority: #priority high #priority low Close a ticket: #close I'm not all that familiar with Python scripting, but I wanted to see if anyone has done anything similar in ServiceDesk Plus? Or is the functionality there and I just can't seem to find it? Thanks! Rick
Changing from Spiceworks to ME servicedesk plus
Dear person reading this, At the company where I work I have been assigned to do research regarding Servicedesk Plus. After a long time of using Spiceworks servicedesk we have decided that we are ready for something new. Before I start the implementation I would like to have as much information as possible about the enviroment to prevent wasting time in the future. The reason I post this here is because the information I find on Google is from 2012-2014. Some topical information would be really nice.
Reply Template Duplication
Hi all! Hopefully I'm not asking a frequent question, but I couldn't find this issue mentioned anywhere: When replying to tickets we have a standard template, but when closing tickets we have an additional reply template that we use. The issue is this template just inserts on top of the standard reply, rather than replacing it. Is there any way to change this? Many thanks, Jack.
Attaching an attachment to a request
Can I please have some help to attach a file to a request. I am using C#. It may also be useful for the community to have some code in C# to do this action as well. Here is my code: private static void HTTPPostAttachments() { var client = new HttpClient(); const string weblinkUrl = "http://wlgsduat01/sdpapi/request/670/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=58542C82-314A-4A2B-BCC1-998AC37109D1"; var method = new MultipartFormDataContent();
How can I change the owner of the application using the trigger?
Good afternoon. Sorry - I do not know English well I have a ticket when a letter comes. The title of the letter: [ZABBIX] PROBLEM: Router is unavailable by ICMP How can I change the owner of the application using the trigger? Thank you
Responding to user via ticket is very slow
Good Afternoon When responding to a user through SD and I click on send, it will freeze the window up and hang there for several seconds before it finally goes away. I have tried to do some searching and only found that it is possibly a shadow issue on the exchange server? Is there anything with SD that can help with this issue and speed it up again? It was working fine until about a week ago. Thank You! William
Merge Manaengine used by two different companies
Dear all, In our IT department we use manage engine. The same trouble ticketing tool is also used by one of our external collaborators who receive tickets from us. I would like to know how can we merge these two applications in order to be able to forward to them Service Requests that they will be able to view them from their application without the need to login to our manage engine. BR, Maryp
Assign tasks automatically
We have request templates with which also directly a task is created Is it possible to assign this task directly to the technician who also has the ticket?
Can Servicedesk Plus version 9.3 Build 9300 integrate with CTI?
Hi, We are currently use Servicedesk Plus version 9.3 Build 9300 Standard edition for our business support helpdesk. I would like to know whether our current version of SDP able to integrate with CTI e.g. CISCO CCaaS. Appreciate your feedback. Thanks & regards.
Set Subject to Contain Start Date
Hi As part of our new starter process we have a custom field of start date. The template has a default subject of "New User Request" but we would also like ti to include the start date as a visual clue of when to the technician of when this is required. Is there an easy way to include this through custom variables or does this need to be run through a script? Thanks Dan
Access solutions without logon
Is there a way to allow access to the solutions section of the software freely without the need to log on, it would be helpful to be able to have documents found there for new employees that are not yet set up in the system, simply click on a solution link and be able to go without needing logon credentials. ** Quick Update ** I see the section about "Allowing non-login users to view solutions" under administration and it is already set to Yes, but if I go to a pc I am not already logged into and
Custom Script
I have created a custom script to trigger on submission to replace the subject with 2 custom fields. Everything is working, but how do I modify the format of the date to mm/dd/yyyy? Custom Script: var x=$CS.getValue("ServiceReq_15001_UDF_CHAR1"); var y=$CS.getValue("GUDF_DATE1"); var new_subject='NEW: ' + x + ' - ' + y; if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",new_subject); } Subject: NEW: Howard Stern - Fri Aug 25 2017 17:00:00 GMT-0400 (Eastern Daylight Time) Thanks in advance
Reprort (time spent)
How can I include Template type or Requst Type to a time spent report
REST API & NTLM pass through
Hello!I have a question similar to https://forums.manageengine.com/topic/using-rest-api-from-linux-when-using-ntlm-pass-through-requires-logon We have NTLM pass through too and python script (windows platform) for some requests operations. All around old engine "/sdpapi/" - is ok. (For example "/sdpapi/request/111?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=....... -is ok) But when we use "new" engine "/api/v3" the script is crushes with "auth needed" For example: http://localhost:8080/api/v3/attachment?TECHNICIAN_KEY=XXX-XXX-&INPUT_DATA={"attachment":{"request":{"id":93777}}}
On hold Status restricted to certain categories
Hi, I tried to post this in the community forum but for some reason it did not allow me to. Is there a way we are able to restrict the use of the on hold status to certain categories? We need to have the technicians place certain requests on hold, for a 3 categories out of 15 Thanks Rachell
Harmonize UI/UX across ManageEngine products
Hi ! I have found no better place in the foruls so i figured i would post my suggestion here. Our IT Department has yet purchased 5 ManageEngine solutions (On-Premise) and are considering others. Yet we are using; Service Desk Plus Enterprise Edition Desktop Central Enterprise + MDM AD Manager Plus AD Self Service Plus Password Manager Pro These are great products, but I find that each of them has a different User Interface and experience. They feel a bit standalone products. In my opinion, it would
Requesters in EMail IDs to Notify Need to Update Request
In our organization, requesters that have been added to the email ids to notify field often need to comment or respond in some way to the ticket. I know that I can set a requester to be able to view all tickets in their department, but is it possible to allow that requester to add notes, reply, etc., on a request? I've looked and am thinking it might be done with an Organization Role, but have not yet tried this. Any suggestions would be helpful. Thanks. We just went live on Monday, July 17, so
Disabled Active Directory authentication
I disabled Active Directory authentication and now I cant log on to the manageengine, I tried Username: Administrator Password: Administrator but it logs on as requester Please Help I need to log on as administrator privilege
Import services to Service Catalog
Hello, I would like to know is there any way to import new service to Service Catalog in Service Desk Plus version 9.1 Build 9107? I have too many services to create them manually. Thanks!
Next Page