Report Filtering on Dates & Hours?
Hello, right now I run a customized weekly report that tells me the metrics for closed tickets by my technicians for the week. Ours is a little odd in that the cut off of each week begins/ends on Wednesday at 14:00 local time. But our report only provides me the ability to date range by days, not by hours. Does MESD reporting actually have the ability to drill down by hour or am I stuck with date range filters only? Thank you.
Report Based on request type
Hi There i am just wondering whether there is way to query a report based on specific service catalog Request. We have service catalog request with a subject name- "Non-Fonterra Device Registration" which gets used on weekly basis. Just wanting to generate a report for that specific request based on subject TEXT on monthly basis.
Timespent values in database
Hi, I need to pull the timespent values from the SD database into our reporting tool. I have found these tables; servicedesk.public.wo_assessment servicedesk.public.wo_status_info I can't work out how the database holds timespent by a status if the ticket is still open. I have attached an example which shows the timespent value for 2 status' but the last doesn't have a value, I gues because it's still open. Where can I find the "counter value" the tool uses to display it? Thanks, Lee
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
Release Environment Management
Hi guys - I'm wondering if anyone has used ServiceDesk Plus or any other tools for managing test environments during a software implementation project involving several iterations of development? I have 15+ environments with various applications and integration components that need to be tracked by version, configuration, usage, etc. Can I use Asset management features and have them grouped or bundled into 'environments'? Or are there any other solutions out there that others can recommend? Let me
Notify user when request is approved
Hi. Is there some automated way of notifying a user (not the requester or technician) when a approver have approved a service request?
Quick create picking up wrong requester info
When you use the quick create form for a new request, the information picked up and destination for notification is for the person creating the request, and not the requester as entered in the form. Is this a known issue?
CSV to SR template
Can i directly import my csv to a particular service catalog template?
Feature request for PO module
It would be nice to be able to add the Cost Center to the Purchase Order search screen so we can filter on this field.
Help - Problem after activate the license
Some window has disappeared after activate the new license · The screen shot before activate the license that shows the windows (1.png) · And this is a screenshot after the upgrade shows the windows have disappeared (2.png)
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
Send user and password as parameter in Jira Implementation
Hi, I will make a Jira integration for the service desk plus. The file Jira.xml need a user/pass for connect to the Jira over the rest api and my intention is not use and service user in jira and use the Service Desk Plus User/Pass to connect Exists some parameter like $USER $PASSWORD that pass this parameter to the jira rest api?
Hide asset field and other field from Requester Details
Can anyone point me to the direction where I could hide the Asset field and all other unnecessary fields from the Service Catalogue form?
Resources in Service Catalog
I'm currently looking at overhauling our Service Catalog within ServiceDesk+. Specifically I'm looking at the "Resource Info" section. On the right there is an option to Add Resource. In this screen, you can also edit the existing questions by clicking the Edit option. For example, this drop down menu, you can add or remove to the highlighted area. 2 things I need to know: 1) I can't seem to find a way to delete the actual resources themselves. I can add news ones or edit existing, not delete.
Script Master 20 : Auto share request to users specified on a request field
Hey Guys, We are sorry for not posting a script for a while. Here comes our next script on our series, https://resources.manageengine.com/resources/resource/auto-share-requests-to-users-specified-on-a-field
Delete unnecessary fields from Requester Details
Is it impossible delete requester details such as business impact, mobile, email ...?
Forms
Hi, is it possible to create forms in the service desk for managers to fill in such such tasks as new user creation with mandatory criteria they can fill in and on submitted it logs the request?
Users not associated to any sites
Dears , Can I create business rules that makes users not associated to sites to have certain requests of their requests to be assigned in support groups in specific sites ? Thanks
Request has been already approved. Please refer request for more details.
Hi, with the latest release (9.3 Build 9330) we are seeing the Approvals are not working as expected. Service Request is created and sent to Approval 1. It is getting approved and the process we have in place requires Approval 2 to be sent out (to diff person). Now Approval 2 cannot be completed, as when the approver clicks on the link received, he/she gets the following info: Request has been already approved. Please refer request for more details. Tested with additional Approval 3, 4. Same results.
SDP update from 9.1 9121 to 9.2 9200
I update SDP version as in subject and system looks to be working fine after several tests of functionality. In log file I notice a huge amount of entry like (also in attachement): First: [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: [JBOSS] SecurityAssociationValve: default, runAs: null| [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: 64476548 [http-bio-0.0.0.0-8080-exec-312] INFO org.jboss.web.tomcat.security.SecurityAssociationValve - default, runAs: null Second: [10:32:35:020]|[11-27-2017]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[869]|:
Request creation through email not working
Hello, I tried to enable "Request creation through email" but it's not working. First I checked the box for "Disable new request creation through email" and specified the allowed emails and domains. I saved, stopped and restarted the email fetching. It didn't works. Second step: I unchecked the box. Same result. In both cases, the error is: "Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email..." I checked if the above modification are made in "IncomingMailServer"
Assign an Incident Template to Multiple requests
Hi, is it possible to assign an incident template to multiple requests without having to into each request and select it?
API and Response DueBy Time on Service Request
I have a business case where the customer does not want to enforce a Resolution time but does want to enforce Response time on a Request/Service Catalog template. The SLAs do not seem to allow you to only set a response violation without also having a resolution violation. In order to work around this I am attempting to set the "Response Dueby Time" from the API with a custom trigger on creation & edit but I am having some challenges. I have a powershell script that calculates the dueby date to set.
Update Biz Rules/Assignment when Technician Deleted
When a technician is deleted/demoted to a user, SDP should check if the user is included in any business rules or category assignments etc. and if they are, then you should be prompted to select a technician who should be used instead of the tech being deleted/demoted. Often when a tech has left the company they are simply removed from rules and assignments so they simply break and tickets are not assigned at all... TJ
Requests View For Technician
Is there a setup like is Requester user to view all their department requests for Technicians? I can only see All in group setup in roles when setting up technician users.
Reply not working
Hi, When trying to reply to a client from a web browser, the reply wont send, I click send but nothing happens, reply box just stays their. Email configuration is setup correctly as it sends emails out about tickets being logged, overdue reminder etc. Replying option works fine on ios app. I have tried IE & Chrome on both Win 10 and Sever 2012R2 Operating systems. Any ideas?
Tickets are not showing in the manage engine portal
Team, When we are sending mail to the service desk mail id,its not showing in the manage engine portal.Please help us to configure
Field and Form Value rule tab is not visible on Default Incident template
Hi Team, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory. I found link on community for this ---- https://pitstop.manageengine.com/portal/community/topic/prevent-to-uncheck-tasks-when-creating-a-request-from-a-request-catalog But when I am opening Incident Template --> Default Request, I am not able to see Field and Form rules tab. My Manage Engine SDP Version is 9.0 Build 9049. Could you please guide me. Thanks, Amol
Unable to see pickup option for chat as a technician.
Hi Team, I have enabled chat option by following the steps given in below link https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html However ,I am unable to see the pickup option as a technician. Can you please let me know if any more changes to be done. SDP version: 9328 DB: SQL 2012 _J
Community : Tips for better utilization
Season's greetings from all of us at ServiceDesk Plus support. We are happy to see that the transition to the new community portal was smooth for most of our customers. Or, did you face any issues? We'd be happy to hear from you. Here are a few tips that will help you use this space better: 1.If you are a paid customer and want to log a request with us, please head to support.servicedeskplus.com 2.If you are a free user, please post your queries on the community page; one of our community coordinators
Support Contracts
Good afternoon, What is the best way to manage support contracts? A customer buys 10 support tickets and for each incident we discount to this contract x support tickets. How is the best way to manage this process in Service Desk? Thanks for your help.
Connection problems
Hi, I have two problems : 1. Requester cant open open a poll, which link he received on email ; 2. User who was mentioned in request (E-mail Id(s) To Notify) , cant open the request and gets this error message : "request does not fall under your permitted scope. So you are not authorized to update the same." ; Requester only need to show this incident.
PM task template uses wrong template type
The preventative maintenance task template uses the incorrect template set - instead of using the task template as is stated on the page, it is using the incident templates. Is this a known issue?
Exclude/Include IP on asset domain scan?
Hi, Im new to SD+ and have a question regarding exluding IP using domain scan. Using asset domain scan it appears that you can exclude assets on IP. How does that work? Does it grab IP info from the AD? Does it grab all devices from AD and then try to reach them on network and exlude the "wrong" IPs? What happens if a AD device is offline, is it added with scanned failed just with name? Thanks, Regards, Per
ServiceDesk Plus 9329 Released
Dear Users, SDP 9329 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9329: SD-68949 : CMDB API: Delete CI: The SDAdmin is unable to delete an asset that is not associated to any site. SD-68388, SD-67081, SD-66890, SD-67007, SD-67455, SD-67456, SD-67606, SD-67607, SD-67809, SD-67810, SD-66889, SD-68557, SD-68231, SD-68158, SD-68943 : Vulnerability issue fixed SD-66032 : Unable to reset the Project's code
Requester Asset Association - Historical Tracking
I know you can see the HISTORY of an ASSET and the previous owners (with comments). However, if I do not know what the Asset name is, is there a way to see previously associated ASSETS by Requester (USER). e.g. a laptop that was associated to a Requester is missing. We do not know what the asset name is, only the user. Want to be able to search the user for PREVIOUSLY assigned assets (i.e. a REQUESTERs asset history rather than the ASSETs user history).
Scanning Workstations
Hello all..I have been able to do 25 work stations at a time in the asset/workstation/troubleshoot before but now it'll only work if I do one at a time. No error, just sits and spins. I've made no changes to the settings and the VM server has updates installed but none to MESD+. I've also rebooted the server and it still had no effect. I hope someone out there has seen this or heard of the fix. Thank you
Fetch from two Mailboxes
We have two mailbox which we receive requests from our customers. Servicedesk@mhemail.org and is-helpdesk@mhemail.org. The second one is monitored manually and used by another region. We'd like to have it fetch from both mailboxes and create business rule "is-helpdesk@mhemail.org Criteria:To is "is-helpdesk@mhemail.org" Action:Change Request Template to "Mercy Janesville" Can we configure Servicedesk to fetch from both mailboxes? if this is possible can you send us the how to? My assumption is both
Feature Request : Form rules and customized fields for Projects and Team Members
Hi ManageEngine, We have installed ME SDP 9.301, but the Project Module can't meet many of the requeriments we have as an organization, because this module doesn't offer the feature of form rules and customized fields for projects and it doesn't have custom field for team members of a project. Regards, Ana Rodriguez.
Requester Email in Custom Script
Hi, I am working on a custom script that I want to send to the requester of the request/ticket. I can't seem to determine though what value/field would contain this information as the requester is a selected field that is linked to Active Directory. Any ideas on how to handle this? Thanks, Curtis
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