Variables not referenced in task mentions
Currently running SD+ 11.0 Build 11005 When I mention (@technician) in a task the email the technician receives doesn't properly resolve variable references. Below is a copy and paste of what is received by the technician in the @mention - note that the variables do no resolve to their values but are sent only as text and hyperlinks go to the actual text (e.g. www.$associatedlink.com and www.$tasklink.com) . This defeats any usefulness of the notification as the mentioned technician does not know
[SDF-22422] Scheduled Reports - Admin Control
Hi there, As admin, I don't seem to have the ability to amend schedules for reports that have been created by another user. It's odd not to have the ability to change this as admin. If that user leaves the business the schedule will continue to exist and not be editable for me. Is there any way around this? Thanks, Dave
[Community Digest] ServiceDesk Plus - January 2020
Happy New Year!! We hope you all had a great start in 2020! We welcome you all to the ServiceDesk Plus monthly digest for January! Here is a quick recap on a few KB Articles, Announcements, Blogs, Popular forum posts and much more... Version and Build releases: New version 11100 (Released on 20th January 2020) for more details click on the link given below. https://pitstop.manageengine.com/portal/community/topic/servicedesk-plus-11100-released New builds, 11010 and 11101 (Released on
Create report and give access to specific users to it
I need to give access to specific users for some reports. Our build is 11010
Approval Reminders in Change Management Module
Is there anyway to add an approval reminder for any of the Stages in Change Management? I have a Role setup that will receive the approval notification on Stage 2 once Planning has been completed but if they don't respond to it the Change will sit in that state. Is there anyway to custom script or configure a daily reminder when it doesn't get approved or rejected?
Manage Engine migration
How to migrate the Manage Engine Service desk 9.4 one server to another server ( Old ME server is running on 2008 R2 ) Now need to migrate the Server OS is windows 2012 R2 we need old data's also new server please suggest how to completed the actvity
Query to show all tasks under a Problem
I need assistance to link tasks to a problem. I have the following query so far select taskdetails.taskid'TaskID', TaskDetailsOwner.FIRST_NAME 'Task Owner', Problem.Title 'Problem Title', TaskDetails.TITLE'Task Title', TaskDescription.description 'Task Description',StatusDefinition.STATUSNAME 'Task Status', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledstarttime /1000),'1970-01-01 00:00:00') 'schedule start time', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledendtime /1000),'1970-01-01
Is it possible to get a Standard instance if we're using an Enterprise instance?
We're using SDP 11010. We have two Enterprise instances set up (IT and another one). We have a department who wants to have their own instance for tracking things. It's two people and they have no need for tracking assets. So a Standard version/instance is preferred. According to your pricing, this instance should be free, but I can't figure out how to make this work. Is it not possible to have a Standard instance when we're using an Enterprise instance? Thanks.
Acknowledge requester at a request pick up
Hi there, I'm wondering if there is a way to automatically aknowledge the Requester when a Technician picks up a request. In "Admin -> Notifications Rules" there is nothing but "Notify requester when a request is assigned to a technician.", which is not what I'm looking for. I didn't found anything about it in this forum.. Thanks in advance
Reports
Hi, We have clients that are using the requester portal and they are asking if they are able to access reports that we have. I was wondering if there was a way to have a reports tab show or an easy way for client to review reports other than me emailing/scheduling report to be sent? Thanks, Jareth
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
SLA violated for certain group
Hi, I have the following query which shoes the sla's violated for all groups but im looking to group on service desk is this possible. Thanks Postgres Version : 9.2 Build 923 SELECT sdo.NAME "Site", count(wo.WORKORDERID) "Total", count(case when wos.ISOVERDUE='1' then 1 else null end) "Sla violated", count(case when wos.ISOVERDUE='0' then 1 else null end) "Sla not violated", case when count(wo.workorderid) > 0 then count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) *100 / count(wo.workorderid)
manageengine servicedesk plus 11 upgrade
Hi All, Would like to if anyone has upgraded SD Plus to version 11, I am bit confused about the EMS concept and API changes Is EMS a different feature or is it an upgrade? Currently I am using a licensed SD Plus standard version 10510, so what happens if I upgrade it to 11 thanks in advance
Export CMDB
Hello, how i can export CMDB information, from a custom categorie ? I want't to do that to facilate the visibilty on the cmdb to reorganise it. Regards, Olivier
ERRORCODE: 1008 Data inconsistency in Application tables
Trying to upgrade from 10.0 Build 10017 to the next version before it can be upgraded to 11.1, I get the following error.
Catalan language
Hello, Any plans to add the Catalan language in ServiceDesk Plus? Thank you.
[SDF-59469] Change Dependency
Hi there Is there a way to create a change dependency relationship? For example Change 2 "Set up FTP transfer" is dependent on Change 1 "Create firewall exception". So if Change 1 is delayed or doesn't happen then Change 2 shouldn't be done. Many thanks, Dave
Average Resolution Time
Hi Manage Engine Community! I found this very helpful report on the KB section of the PitStop which shows the Average Resolution Time based on Technicians and there was separate one for Group too! MSSQL SELECT aau.first_name "Technician",
convert(varchar(10), (avg(wo.resolvedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10), ((avg(wo.resolvedtime)-avg(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(wo.resolvedtime)-avg(wo.createdtime)))/1000%60)) "Avg resolution
SQL Query request - last Agent contact date with model filter
HI All, I'm looking for a SQL query showing a simple column list of: Machine name Machine model (with filter "Latitude") Service Tag Asset state (with filter "In use") Last logged in user Agent last contact time Thanks in advance for all your help - your an amazing team!
Query Assistance
When another field is NOT NULL, is it possible to run a DATEDIFF else "some text"? Something like this: CASE WHEN ("wos"."LAST_TECH_UPDATE" IS NULL ) then 'None' else DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wos.LAST_TECH_UPDATE/1000),'1970-01-01 00:00:00'),GETDATE()) END "Request Overdue", Thank you, Jim
WHERE DOES THE MAIL GO AFTER IT HAS BEEN APPROVED
Hi, After the mail has been approved, what happens next?
Error when turning PR into PO in purchase tab
When converting PRs into POs we have been receiving an error in red at the top of the screen that says FAILURE:null. We are currently on Build 11010 Is anyone else reporting this same issue? Is their a fix?
Upload the icon for Default request
Dear SD Team, I want to upload the icon for the default template as the PIc Your Version : 11.1 Build 11100
[SDF-46601 ] Dynamic Date in Custom Views
Hello, I would like to set up a view of all requests coming due this week (between Monday and Friday of the current week). There doesn't appear to be a way to set this dynamically so it changes from week to week. Instead, I have to set a hard date. It would be nice if the Views worked like the Reports, where you can set a dynamic range such as "This week", "Next Week", etc.
SDP ESM (build 11100) report to see what assets, licenses and software are assigned to a user
With the schema and table changes in the underlying database can we get some help in creating a report that shows what assets, licenses and software are assigned to a user? It would be great to have a place to specify the user even if we have to edit the report for each user.
Import Vendors ...
Cannot see any option to IMPORT Vendors. We have a long and varied list and would like to standardize the Vendor list by IMPORTING a CSV file. Is this possible?
Business Rules not activating
Hi, I have two Business Rules set to email a notification out depending on certain criteria. The Site Down rule works fine, no issues. However the Planned Server Shutdown one does not send an email. What am I missing? Thanks Lisa Database Name = Microsoft SQL Server Database Version = 10.50.1600 Current Build = 11005
[SOLVED] Can't change the ticket status to Open
Hello, we can't change the status to Open for the tickets when they're in an another status. It's a new problem, that we don't have for users on admin profile
Not able to start Servicedesk plus 9416 build post backup restore
I tried restoring backup for servicedesk plus build 9416 and post that its getting stopped and not coming up. Wrapper is getting stopped again and again
ManageEngine Support
What type of accountability does ManageEngine have when you cannot meet your own SLAs for a product that supposed to help customers with ITIL standards who have been loyal to ManageEngine for over 10 years?
Service Catalog Approvers
Hello Everyone, Is there anyone knows if there is away to show all users that are imported from AD in the Select approvals section just like when looking for a requester name. I have assigned some users to have service approval rights but what I want to do is to show all users as approvers. Thanks in advance
Unable to save the organization details
HI, I am unable to save the organization details when clicking on save. it shows the default value "my org inc" Kindly assist
Servicedesk failing after upgrade from 10.0 to 10 sp1
I was upgrading our Servicedesk from 9.4. to the latest 11. I successfully completed the upgrade to version 10.0. I ran another backup, started the next upgrade for 10. SP1. The process keeps failing at about the 15% mark and says it is having problems upgrading DB. Now the helpdesk service starts and the webclient runs but the webpage does not come up. So I tried running the run.bat file and this is what I get: Thanks for any help, Tom
Report - Flexible date range - x days
Hi there, I'm not good at creating SQL query reports... Can I please request a date range function WITHIN THE REPORT GUI that allows me to specify a range as x days from / before today? For example a range of between today and 10 days from now in the future / past. 'This week' and 'Next week' would omit a lot of data if they are run mid week for example. It would also allow us to schedule relevant reports without having to amend to a specific date range each time. Or at the very least could you please
Fetching mail from 2 accounts
Hi all, I've been tasked with essentially creating a version of the servicedesk in which our facilities team can view related jobs to them. I'm having an issue when attempting to fetch mail from the second(facilities) address. Both of the addresses are listed in the incoming tab on the mail server setting. The original address(our tech support one) is working flawlessly. I have created groups and roles after following older guides on how to set this up. Technicians have been assigned to see the
ServiceDesk Plus Mobile Application
I'm pretty sure I know the answer to this question but I've been instructed to ask it anyways: Can you manage projects via the mobile application? And if you can't manage them can you at least view them? I'm assuming the answer is no to both questions but I wanted to be sure.
Field and form rules
Hi! I've created a form but when I select an item in a dropdown list it does not show the fields, instead it shows this: What can be wrong? This happened after the upgrade of SDP I believe
Set ticket priority by e-mail
Hi, if I compose new ticket using e-mail (windows outlook) then if I set priority "High Importance" then new ticket is created without priority set - priority is empty, so how could I set priority using e-mail clients? thanks
Query Report
I am running the below query, but the last two columns do not display with the title Subcategory and Item. Also, the item category is not displaying the correct description, it is displaying the Subcategory description. After the query is a screen shot of the results when running the query in ServiceDesk, the second screenshot is the correct data when running the query in SSMS. SELECT WorkOrder.WORKORDERID ,SDUser.FIRSTNAME ,SDUser.LASTNAME ,WorkOrder.TITLE ,workorder.DESCRIPTION ,RequestResolution.RESOLUTION
Not able to create " Incident - Additional Fiends - New Field"
Hi, We have not able to create the New Field in Incident-Additional Fields error "New Field Addition Failed".
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