Request Summary - for year
Hi ALL! We have very nice widget "Request Summary" for week/month (look at screen) How i can create report like this with period one year and statistics per month ??
KPI report
Hello. need query report for KPI to calculate mtt responce, mtt resolve
Technician Login Report
Hi, I need to generate report on the number of times that the technicians logged from a certain period. Could you help me with the query that will include the following details? -Technician name -Logged in Time -Logged Out Time I need to know how may log in sessions each techncian had from last year up to present. Our database is postgreSQL. Please find below the version of our ManageEngine ServiceDesk Plus. Your Version : 9.4 Build 9400 Latest Version: 9.4 Build 9402
Due By Date not shifting out when timer stops - is this expected?
Hello - We have SLA's configured which automatically sets the Due By Date. However, when we service the request, there may be a situation where we need more information from the customer so we have a status called "Awaiting Client Action" that stops the
Request to filter Tasks view on Home Screen
Typically, our technicians are concerned with two types of tasks, those assigned to them and those that are within their support group but unassigned. Presently we can see those tasks using a filter in our own view, but on the Home Screen, there is no
Custom report for Change Auditing
Here are the fields I need please, if possible I need to be able to adjust the dates against the created time field. Change ID Title Created Time Scheduled Start Time Scheduled End Completed Time Change Owner Category Subcategory Group Change Manager
User access to portal
Hello all. I am new to SDP and I am currently in the process of building a lab environment consisting of a Windows server VM with SDP installed. Also, a Windows 10 VM client that I hope to have access to the portal. Problem: when I check the Alias URL
(12.0 Build 12006) SLA's not working correctly; causing customer concern!
Hello - We have a situation where a ticket is opened during business hours however the "Response Due" field is saying the response is due outside of business hours. Our operational hours are 8-6pm EST. We had a ticket opened at 5:47pm EST but the Response
I can't add a new site.
Hello I have "ManageEngine ServiceDesk Plus 11.1.0 Build 11131" installed. I don't know what happened to ServiceDesk, but it doesn't add a new site or modify existing sites. When I try to add a new site, I get a message "FAILURE: Exception while processing
Hide Task Based on Technician Group
Hi All, I'm creating a template that include some tasks that have to be completed by different Technician Groups, and I would like that every technician could see only the task assigned to their group, it is possible to achive this? I tried using the
How do i change SLA assignment manually to a request?
Hi, im able to assign a SLA by rules on creation. But what can be done to change the SLA assigned after the creation (it might happen, for example, some time that it is wrongly assigned because the requester put a higher priority than necessary and ther's no way to downgrade it later). Thank you
Dueby Date with incidence annot be removed once it was set?
As this is not a mandatory field, why it cant be set to NA anymore?
Send message to all Requesters
Good afternoon. Can I send messages to all Requesters registered with the Service desk at once? For example, I want to wish everyone a happy holiday, and I need to make a General mailing list. Thank you. Your Version : 9.3 Build 9308 Latest Version : 10.5 Build 10503 Database : postgres
Stop preventive maintenance during holidays
Dears, Good Day I have daily preventive maintenance. how can I stop preventive maintenance during holidays Best Regard's, Omar Rashad
How to port over 'Request Type' values to default 'Request Type'
HI All - Back in 2014 when we first purchased Service Desk, there was not a field called 'Request Type' so we actually created it as custom. Years later, SDP released this field as Default and we have just been using our Custom Request Type since without
Auto merging of Tickets
Hi We have middleware software that when it has an issue or fails will generate a ticket in SDP. However if the action is set to run every minute then it will send an error email to SDP every minute generating a new ticket each time. How do I get SDP to recognise that the subject is the same for an incoming ticket and merge these requests? Example - Subject of error = (Flow) ERROR result for 'Labels V3' Action This may generate 20 tickets before someone has a chance to look at it. But I really only
Pick List from External Data
Can we populate a pick list from an external data source?
Change Registration Name
Hello. tell me how to force the specialist to change the "Registration name" for the entrance? Now we are changing the login method - before there was mail for entry, now there will be a login. How to change with a specialist?
Query to export Organization Roles in ServiceDesk Plus
Hello Support, I am needing a query to export the configurations established in the Organization Roles in ServiceDesk Plus v12000. I am using MSSQL 2019 database. It's possible? Regards, Rafael Vega.
shared request
I want to create a request and This request is automatically shared to several technician by the system But I have this error after Created requesting : Result : Failed Message : Invalid JSON format.
How to make replies from SDP portal send as, or show who is sending the reply?
When a technician replies to a ticket in SDP, we use the default template and most of the time we forget to sign our names at the bottom. I recently realized that when the requester recieves it, they don't actually know who they are talking to. The email
Oauth - Azure
When I'm setting up Oauth for EWS to receive email I get an "incorrect username or password" When I click save on the email settings - I can a M365 pop up box. I enter the username and password of the account I'm specified in ServiceDesk Plus - It then
link in email does not work.
Hi when we send a response to the user they get an email but the link in the page goes nowhere. This is because internal users must use port 8080 and external users we forward the request to 8080. How do we change the port to :80 so that internal and
templates query
HI i am looking to run a query that shows the templates used by volume so that i can see which templates are used more than others. the available columns in a incident report do not contain the templates option to choose
Custom Filter: Mentions in Notes
Can we build a filter or a report that will filter requests/tasks by a technician mention? Often we use the Mention feature to notify or ask a question to technician's who are not assigned the ticket. Currently the only way to find these 'mentions' is
Dashboard Widget Display
Hi All I was wondering if anyone else was experiencing this issue? I have a report that is public. I run it and add it to a widget on the Helpdesk Dashboard. The information in this widget is displayed. I then add this widget to a different Dashboard
Short URLs
Add the ability for short URLs when creating links, such as: View a Ticket - http://servicedesk/ticket/123456 Change - http://servicedesk/change/1234 Problem - http://servicedesk/problem/1234 Solution - http://servicedesk/kb/1234 It would allow techs to type a shorter link when providing URLs to end users. They could also be used by web developers and such on internal portals to create friendly URLs from a text box.
Any way to shorten an approval link URL?
Hey everyone, pretty new to ME. I was wondering if anyone knew if there was a way to shorten the URL for approvals. Due to some recent spam scares, many users are very hesitant to click links now. The approval URL is a long one and I can see how some
email notification failed with o365
It was working before 2 days. Now all notifications failed. Approval not sent. telnet to smtp.office365.com on port 587 is working. Log file showing the following : ([com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[137]: FAILURE :Problem while
ServiceDesk Plus will not load
very good friends I have a problem update my SDP to this version 10500 Because I am migrating to another server. it finishes updating successfully but it doesn't load and i want to start the processes and it immediately stops them. Applying the run.bat
Asset Explorer 6.8
Hello, I'm trying to find a link to download AssetExplorer 6.8. I'm using release 6.9, but I cannot load backup files from the 6.8 version because the newer release uses ezip format where 6.8 was using .data format. Thanks
Error when creating request after update
After updating Service Desk from version 11.1.30 to version 11.2.00, when I try to create a request using the existing incident template, i get the error "invalid intput: submitted_by". What could be the problem?
Filter criteria is limit in User Group
Hi, I wanna to segmentation between users to show service catalog but filter criteria in User Group is limit. I want to define user group by all user fields and all additional fields. Do you have any solution or workaround? If no, please add it in next
Create new Local Authentication User via service catalog
Hi, How I can Create new Local Authentication User by service catalog form? I have a request form for named :"New User" and it have username,password and.... fields. how it possible after submit the form, SDP create local user with the filled fields?
How to keep the email thread open when replying
Our organization is new to service desk. When replying to a request in Service Desk with these buttons: It opens the reply but the area of the page with the original request from the end user disappears and only the reply window is open. We very often
Task filtered view
Hello, Does anyone know how can i give access to a role access to mark as public a task view or any view ? i have team lead that created some view's and they want them public. regards Martin
backup and fileAttachments Directory
Hi, I think i have a problem with the folder structure. All my installation is on the path C:\Program Files\ManageEngine\ServiceDesk but i found another folder in the path C:\ManageEngine\ServiceDesk Inside that folder, i see backup and fileAttachments, where
[SDF-84037] Can we define the starting number and number size of an SDP Instance?
Hi folks, for ESM, does anyone know if we are able to adjust the numbering scheme when standing up a new instance? We're wondering if we can make this shorter or use a prefix to have a shorter number. Presently, the starting number is nine digits, and
API for submit wordpress contact form
How I can use API on WordPress Contact form and send value of fields to SDP?
Task Priority - Priority Order
Hi, I have been using the Tasks feature within the Home menu and setting the priority so I know what tasks need to be completed in which order etc. However, when setting the table columns into Priority order I've found that rather them being shown in Priority order (e.g. High to Low, or Low to High) they're shown in Alphabetical Order (Z-A) [See attached screenshot]. Is there a way of changing this? E.g. adding a new field in the column drop down menu? Kind regards, Dan
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