[Tips & Tricks] ServiceDesk Plus Service Tool Kit
Ever Wondered what these exquisite and unique tabs on the application are capable of. They have a wide variety of hidden features that you can explore. Here are some of the options that you get in the community tab specifically which would be pretty much handy on a day to day basis. Lets split the Community Tab into 3 further Chunks. 1.Knowledge Enlightenment and Product Enhancement Enhance yourself and the application with 3 different options in this section. Community: You can check out the
A summary of the latest enhancements in ServiceDesk Plus!
The latest enhancements in ServiceDesk Plus revolve around a wide range of areas such as OLAs, notifications, custom views, chat, integrations and so on. Read on to know what they are. 1. OAuth: Configure the mail server with Modern Authentication (OAuth 2.0), a standard that apps can use to provide “secure delegated access”. Learn More>> 2. Add images to notes: 3. Support for Always on Availability Group (AOAG) for MSSQL instances: The "Always On Availability Group" acts as a backup server in case
unable to close ticket
We are trying to close old tickets and changes are not taking affect. After closing ticket, I run a report and it shows that the ticket is still opened. There was a old Due by date, so I put the Due by in the future. Tried closing again, but same result.
Report For First Call Resolution
Hi Team, we need to generate a report for first call resolution can you please help us query for generating the report
[Blog] Project Management guide for Startups
Let's extol all IT project managers, who had worked over a decade. In their earlier days of IT, they would have mastered classic tools like spreadsheets, emails, and presentation software, in order to manage and maintain projects, manually performing repetitive tasks will certainly be tedious. Technology has revolutionized our world and daily lives. Today we have sophisticated Project Management with endless automation. Project Management - The Scope of planning, organizing, and controlling resources
to Generate Report on FCR
Hi Team, We want to generate a report for tickets which were resolved at the first level and which was taken to the next level of support. Kindly help us with the query to generate the report Regards, Divya Bharathi
I can not find the report
Hi, tell me if there is a report where you can see the whole history of ticket changes? v.9.1 build 9118
To Get Ticket History
Hi Team, In Particular Ticket we had added a notes .The notes is available in the Ticket but it is not available in history. Please clarify us and Help to get the history Regards, Karthikeyan R
Create a Dashboard Widget from a Service Desk Report
Is there a way to create a widget using a report that's built in ServiceDesk. I know I've seen the option before on the report side, to add to a widget, but I've looked at several reports and don't see that option. Does it have to be a specific type of report or data to allow it? What makes the 'Add to Dashboard' button show up sometimes and not others?
[SDF-39708] Custom view for work orders that do not have a DueBy date OR DueBy date has past?
Hello Is there a way that I can make a custom view that shows requests that do not have a due date set OR have a due date that has past? In a sense, I want to see incidents that are relevent "today". Thanks ..
Service Catalog - Business Rules
Hello, In the Helpdesk Customizer option, categories, subcategories and articles are configured, business rules are added, is it possible to use these business rules so that a user when using the self-service portal is applied ?, at this time use the self-portal service, categories, subcategories, etc. appears without problem, but does not apply the SLA's configured in the business rules, the Service Catalog - Business Rules option has not been configured, these SLA rules are already configured and
Measure First Response time
Hi, We have requirement to measure and analyse time taken for first response for the tickets. Pl guide how can we take a report with "First response" time taken with other ticket parameters such as Ticket ID, date created, group, technician, etc., Regards R karthikeyan
Request Summary
Why would data reported under the Request Summary widget be different between myself (SDAdmin) and another SDAdmin. For example the calls inbound and completed for yesterday are different compared to another SDAdmin's data, although for previous days they do tally up. Checked that the data being pulled into this wdiget is from 'All Support Groups' Anything to do with the permissions/support groups assocaited to that SDAdmin? Any help would be appreciated.
Query for tickets grouped by Solution ID
Is there a way to know how many tickets have been resolved using the same solution? Many Thanks Sofia
Set up multiple email accounts select which one to reply to
I need to know how to select other outgoing email accounts to reply to the ticket.By default, it only lets me put an email account
Report for SLA control
How can I have a report by request, the number of hours until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays) I need the following fields: Request ID, Subject, Created Time, Responded Date, Resolved Time, Time_2_first_response,Overdue Status, First Response Overdue Status * Time_2_first_response = time until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays) Can have a filter by requests
Need assistance with a report if possible
Hello, I'm trying to create 2 reports that encompass the following: 1. Report 1 -- Daily Worklog report a) Summary Count of all requests generated/entered by a certain technician in 1 day. b) Summary Count of total requests that a certain technician either generated or added work log to. c) Total work log time spent for all workorders generated or touched by a certain technician for that day. d) Detailed entries that show time spent per request generated or touched. 2. Report 2 -- Weekly
restoreData.sh throws errors on startup
Hey, I want to move my ServiceDesk Plus database from the default PostgreSQL to MS SQL. I stopped the service, backed up the database with no errors, ran the changeDBServer.sh --console and it created the new database on MS SQL just fine. I started the service and it populated the database. I then downed the service again and ran the command restoreData.sh -c [full backup just taken] and received the following error. sh ./restoreData.sh -c /opt/manageengine/ServiceDesk/backup/backup_postgres_11109_fullbackup_04_10_2020_16_41
Requests Report showing Reporting To
Hello, We are looking at creating a report with the following. Reporting To Requester Department Request # Subject Date Created Category Sub Category Technician We are using Version 10 Build 10009 MSSQL database
Is there a way to change the default setting for "Add Note"?
I would like to have the "Show this note to Requestor" as always on. Is there a way to do this in SDP?
Restore log deleted log file
Can i retireve deleted log file under the log viewer ?
[Blog] Business Continuity Planning with ServiceDesk Plus
Business Continuity Plan refers to instructions or procedures that help you to operate the business without causing any impact to your customers during a disaster. The disaster can be natural or man-made. Unlike Disaster recovery, BCP ensures the continuity of the entire organization. BCP ensures that all the entities(asset, resources, people, location) in the business are available to provide the service to the end customers. A recent study says that less than 5% SMB have a BCP in place and this
Query of complete activity (new tickets created in given date + tickets with activity but created BEFORE given date) in given date
Hi all. I need to create a report where i can have the total activity (new created tickets, plus, tickets with activity but created before the creation date) on a given schedule (one week, 3 days, all year, whatever). Since i cannot create just 1 reports with all this information i am creating 2 separated reports: 1 - Report with the total tickets created in a given time: Columns: ID Ticket + Creation time: SELECT wo.WORKORDERID "ID de la solicitud",wo.CREATEDTIME "Hora de creación" FROM WorkOrder
change the name of default template
Dear Sir, Please guide me how to change the name of default template..PFA
Custom report
We would like a report of the top 25 subcategories tickets have been opened in.
Group notification
Hi, I dont understand the differences between these two methods for group notifications: 1) notification rules -> "Alert group members by e-mail when a new request is added to the group." 2) support groups -> group name -> "Send notification to group technician(s) when a new request is added to this group" The first never worked for me, in the many installations of SDP that I've done, the second work, but you must remember to add the technician to the notification if you add one to the group (not
Need A Report
Hi All, I need a report designed. When I run the following code: SELECT "cd"."CATEGORYNAME" AS "Category", "wo"."WORKORDERID" AS "Request ID", "wo"."CREATEDTIME" AS "Created Time" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderStates" "wos" ON "wo"."WORKORDERID"="wos"."WORKORDERID" LEFT JOIN "CategoryDefinition" "cd" ON "wos"."CATEGORYID"="cd"."CATEGORYID" LEFT JOIN "WorkOrder_Queue" "woq" ON "wo"."WORKORDERID"="woq"."WORKORDERID" LEFT JOIN "QueueDefinition" "qd" ON "woq"."QUEUEID"="qd"."QUEUEID" WHERE
[ForYourInformation -34] ESM ticket movement simplified
Now ESM customers can move tickets between instances, this feature is available from 11110 and post builds of ServiceDesk Plus. Yes, just in a couple of clicks the tickets will be moved from one instance to another instance spontaneously. In any IT Service Desk environment, for a new user to choose the right template and submit a ticket will be quite challenging. At times they tend to submit tickets in an inappropriate queue or an incorrect ServiceDesk Plus instance. When days pass by the ticket
[Blog] 8 safety recommendations for working from home "WFH"
The coronavirus pandemic has forced most employees to remain at home in most parts of the world and pushed into a novel territory "work from home" (WFH). This certainly allures the intruders to explore the possibilities to gain access to sensitive data which could be crucial to your organization and cybercrimes will increase at this time. Here are some tips to shun cyber attacks, 1. Educate employees with basic security knowledge. Say, how to beware of phishing emails,
Reply from E-mail
Is replying from outlook an option now? I saw this Topic from 12 years ago, and I was wondering if it is possible to reply from outlook. I want o know if there is a way for the technician to reply to the requester from outlook and vice versa. https://pitstop.manageengine.com/portal/community/topic/reply-from-email-client
Looking for help with a query report
I would like to do a custom query report that lists all assets that have at least one of 5 different pieces of software installed, but I don't know how to write a query that does that. Would be looking to get the asset names and the names of which software is installed on each returned in a table. Are there any examples anyone can point to that would cover this exactly or close enough that I could modify to suit my needs? Thanks
Report between 2 specific dates/times
HI Guys, Have tried to use the below end but of my query to look for requests specifically created between 01-04-2020 10:00:00 and 02-04-2020 09:59:59 AND ((("wo"."CREATEDTIME" >= datetolong('2020-04-01 10:00:00')) AND (("wo"."CREATEDTIME" != 0) AND ("wo"."CREATEDTIME" IS NOT NULL))) AND (("wo"."CREATEDTIME" <= datetolong('2020-04-02 09:59:59')) AND ((("wo"."CREATEDTIME" != 0) AND ("wo"."CREATEDTIME" IS NOT NULL)) AND ("wo"."CREATEDTIME" != -1))))) AND wo.ISPARENT='1' ORDER BY 7 But its throwing
[SDF-84417] Reports from Problem
We would like to generate a report where we can pull the following fields from Incidents associated with a problem. Ticket number, CSI, Device Name Field, Location Field, Summary, Desc, create date, Tech, Group - pls
Install ssl cert with letsencrypt
Has anyone tried using letsencrypt to install an SSL cert for use with servicedesk? I would be interested to hear some feedback... does it work? Is it reasonably straightforward? Can it be renewed using a script, or does it need to be renewed manually? Thanks in advance. Allen.
Change the value of a custom field based on the approuver/stage of approbation
Hi, I'm looking for a solution to set a custom field value( in a service catalogue template for change request) based on the stage of approbation the request is currently on. For this template I have 3 stages of approbation for specific moments in the workflow. If I could name the different stages of approval and have it showed to the approvers It would work perfectly but I have found a way to name the stages, they are always named Stage One / Stage Two / Stage Three. So I tried to build a custom
Worklog timer bug with incorrect start and end time and duration time
Hi, I run worklog timer and after one minute, click on "Add Worklog" then open new worklog form and set start and end time correctly as automatically but in this step duration time is incorrect. Also when I save new worklog form with above data, start and end time set incorrectly. I think it's bug. Please fix it quickly. SDP Build: 11.1.08 DB: MS SQL Thanks for helping
Query - Recently installed software
Hi, We're using ServiceDesk Plus with the agent installed on our workstations. Is it possible to generate a report that lists all new software that's been installed across all workstations during the last 30 days? The report should also not list software that's already known by ServiceDesk Plus since previous months. MSSQL Regards
Agent Upgrade
We used to be able to manually upgrade the agent on a machine from the Agent Details screen. I am curious as to why this functionality was removed.
[DidYouKnow-39] Automation on approving request using Artificial Intelligence
In every organization, handling approval is a nightmare even though we have a pre-configured approval structure, in certain situations such as if the approver is external to the domain and yet the admin is unable to provide them access to the system then goes through a manual process. This ends up with confusion in approving the request. As a part of handling such scenarios, we have automation in place that helps us to overcome those confusions. We have an AI assistant Zia that helps us in automating
[SOLVED] Can't assign a technician
On my on-premise ServiceDesk on some tasks (Requests) I can’t assign a technician. When I’m trying to assign a technician I’m getting a prompt to select a Site (not a technician) Take a look on screenshot: How to fix that?
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