Configure which Requester fields shown in Request details
Just because there may be 20 custom fields in the Requester details, not all may be desirable to display in a request. You may want to document the "Requester SSN", but not need that information displayed in a request details page.
Response Due by time Approaching
Hello, Is there a way to have a report shown on the dashboard, that shows Request Approaching Response SLA? Similar to the Dashboard graphic Request Approaching SLA. I can't create this dashboard report due to not being able to select a filter with Response due by time < 20 minutes. Am I missing something? What I need is for the technicians to be notified when the Response due by time is approaching. It would be great to have an alert to warn the technicians about this. Thanks for your help
Adding Multiple Monitors to an Asset
Good afternoon, All of our end users have multiple monitors--some have three or four--and they are not all the same type or brand. Is there a way to add more than one monitor under the hardware tab for a workstation? Thank you, Rob
Further cusomizations of the Tasks
I want to be able to send a task to our asset management team to request assets(laptop, desktop, etc.). I want to be able to add a custom field(dropdown or other) that I can put in what is being requested. Is there a way to do this within a task?
make pick up the request function to follow the rule
Hi, I've created the rule in SD+ for a few fields to be filled in when Technician in specified, so that when person wants to assign the request for himself or other group, he needs to fill in mandatory fields. The rule works fine, but - when technician is picking up request using pick up button, he can avoid filling mandatory fields. Is there a way either to disable the pick up button, or to avoid bypassing the rule?
Cannot log in using Local Authentication
We recently changed the domain on the machine that is running ServiceDesk. Once we brought it back up the local admin authentication option was missing. I ran the update to set the globalconfig parameter for user login, and restarted the service and opened up the application, however I still cannot see the option to log in locally. Any ideas?
SD Plus Integration with SAP
Hey there! I have a couple broad questions, once I have some answers I will be able to dig deeper into more detail. 1. We are using SD Plus, however we are looking to integrate it with SAP. Has anyone out there done this, or have any experience doing this? I don't care to what level , we are just looking for anyone that has some experience with this. 2. Anyone here have more than 500 Technicians in your environment? We are at +700 and running into some challenges. I appreciate anyone who is
How do I build a report to capture all open tickets in my groups queue for the day?
How do I build a report to capture all open tickets in my groups queue for the day?
Copy Business Rule
I need to create about 45 business rules in SDP. Is there a way I can copy a business rule and just modify the copy version?
Linking AD user list in to Servicedesk plus
Hi, Is it possible to have our AD users linked into the service desk plus? If yes how can we do this? regards feroz
Re-activating an Inactive Project Team Member
I recently attempted to remove a Project Team Member from a project. That member was actively assigned to tasks. When I did this, it listed the member as "Inactive" in the Project Team Members tab. A little bit later I attempted to add her back or change her status from "Inactive" back to "Active". The application does not allow me to edit her status and I am unable to activate her again. Does anyone know how to reactivate an inactive project team member?
Timespent by technician
Hi all Is there a way to create report like this, i try but i saw it just reports timespent log count instead of timespent duration. tech1 tech2 tech3 tech4 Time spent Mon Aug 01 00:00:00 EEST 2016 7h 15 m 2h 11m 3h 06m 7h 16m 19h 48m Tue Aug 02 00:00:00 EEST 2016 ... ... ... ... ...
reg ex on Incident - Additional fields
Hi, is there a way to add regexpression on Incident - Additional fields? Thanks
Technician Auto Assigned when login
I want that in case a technician is logged out from service desk manage engine plus, the request will not assigned to him/her. but if he is available and signed in to the web portal then the auto assign feature will work. means the auto assign feature will not implement on a signed off technician. Is there any solution for this issue.????
Need per Month
I have this report that gives me current average time to resolution, however I need to get it by month. assistance greatly appreciated select top 50000 qd.QUEUENAME "Group",convert(varchar(10),(avg(wo.completedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10),((avg(wo.completedtime)-avg(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(wo.completedtime)-avg(wo.createdtime)))/1000%60)) "Avg Resolution Time" FROM WorkOrder wo LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
SDPlus Outlook365 Incoming connection issue
Moved to a hybrid mode of Outlook365 (still run our own exchange server and then forward to cloud) and now can't receive requester responses into the system. Tried Incoming server to receive Requester emails into Ticket. Getting error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. We have tried IMAP with port 993, POP with port 995. Server names we have used are imap.outlook.com, pop.outlook.com,
Notifications has stopped
Hi The red colour for new Notifiations has stopped working. This happened without doing any changes on the Server or with the ServiceDesk Plus. We are now running Version 9.226. Any Idea what to do?
CC'd addresses bounceback - reopens tickets.
We have been having issues where our requesters are CCing in groups/external emails which cause bounce backs when we resolve tickets. This of course keeps re-opening ticket. I'm aware there is currently no way to edit the CC'd recipients out of the request. But is there any other work around? We are currently having to delete requests which of course doesn't help with feedback/records. Regards, Simon
Reports will not run
I am not able to run any reports the message comes up (Sorry, Unable to execute the report, as a report generation for this login is already running. I have closed out of all sessions of the internet and opened them back up and still cannot get a report to run. I even logged out of SDP and logged back in and I still get this error. I had a couple of other technicians to try to run a report as well and they get the same error.
Notification to Requester when Technician changes
Can you please tell me if their is a way to notify the requester of a ticket when the technician assigned changes, your current notification rule called "Notify requester when a request is assigned to a technician" only works once and never again. If the technician changes more than once the requester never gets notitfied about this.
Changes API - Planning stage
Hi, We are planning on integrating ManageEngine ServiceDesk Plus' Changes module in some of our deployment processes via API. Setting up the change has been easy based on the documentation, but I was wondering whether there is a way we can add the details required in the Planning stage, notably: 1. Impact 2. Roll-out plan 3. Backout plan 4. Checklist 5. Downtime Is this possible, or are there limitations in the API? Regards, Prashanth
Logged In Technicians not showing properly
Hello, I am using the Online Free Version of Service Desk Plus. I have several technicians logged in to the ticketing system at this time. I am looking at "available technicians" and only one is showing online. I have checked tech settings and found no setting to show them offline or away. What is going on here? Why aren't all the technicians showing online? “I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do it.” ~ Bill Gates
Backup Technician Customization
I know I'm not alone when I say it would be great if we could have a little more control of how the backup technician actually determines ticket assignments. Even though due by date is an important metric, I think all of us would agree if the ticket can be resolved same day, it should be. It would be nice to have the option to have the backup technician be assigned tickets by date created rather than the due by date. That way the technician on leave would not still get tickets assigned to them
Importing Closed requests now Open
I'm importing tickets from another system, xls file, and the status field for all is Closed. However, in SDP a large amount of them are showing a status of Open with a red flag and tooltip saying Resolution status : delayed by <#> days <#> hours. Before the import, in Admin > Service Level Agreements > All SLA based mail escalations is set to DISABLED as we do not use SLA's. I can do a re-import, however, how can I prevent Closed imported requests to remain as Closed? Thanks. Build 9227. Edit:
Feature Request
Hi, Just like we can assign technicians and teams to requests. I would like to assign templates to multiple requests. Thanks.
Proxy settins - new request
Hi could you please extend field named "port" to 5 characters, In our proxy we are using ports 10089, but it's not possible to put this port in proxy settings. Field accept only 4 numbers
AD authentication in FIREFOX .
Hi Team, We are using service desk plus (9.2 Build 9223) for our ITIL process ,Authenticate using AD via IE .Let me know is it possible authenticate service desk in firefox by AD authentication without using plugin ,scripts and GP.Is it possible your team customize the authentication, Work on both browsers . Regard's Chandramouli.P
assign a template to a site?
can I build a template and make the dealt to users at a specific site
Missing Solutions
We recently removed a Technician that approved all of our solutions in the past and now it seems like we are missing most of our old Solutions. Our Requests seem to be unaffected by this. Any help would be appreciated. Thanks
How to capture accurate time spent on a request?
Technicians who handle numerous tickets on a day often miss to record the time spent on that request. As a result, IT administrators face a challenging situation in tracking a technician's working time on a particular ticket and also assess their SLA compliancy capability. ServiceDesk Plus helps you to overcome this situation by effectively using the work log timer. Work log timer helps the technicians to easily record the time at which they start their work on a ticket and also stop the timer as
SDPlugs overview
Here is a short video on some of functions in SDPlugs Regards, Fredrik http://sdplugs.com
Custom icon field
Hi. I've had a request from one of our internal used to be able to have a custom field on a incident that is of type icon. This would appear much as the email status field does where a red/green open/closed envelope is shown to indicate if there are messages and that they have been read. Users should be able to select icons from a library that can be attached to the status along with importing custom icons and descriptive text
Email Parsing - REQUESTTEMPLATE
I have a web form that is sending an email to our SDP instance to generate an Incident Request. I'd like it to use a specific form, which I've included in the parsing commands. However, it is not selecting the template, but using the Default Template.
CAB Recommendations
Hi, Currently experiencing an issue with CAB recommendations. CAB members are receiving message : "You are not authorized to view Change module and details" In the Change notifications under send for recommendation: the $ApprovalLink is included for CAB members to approve. Build: 9226 - MSSQL Regards, Ashburn
SQL Query for Ticket Resolution Notes
I'm running the query below to create a quick report but would like to enhance it to include the resolution notes. Which table has the resolution notes? My goal is to make sure tickets are being closed with a few notes regarding the steps taken to resolve the issue. Thanks for your help SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", pd.PRIORITYNAME "Priority", std.STATUSNAME "Request Status", std.ISPENDING
How to execute different permutations of Business Rules
I have the following rules currently configured: (ignore the case as this is just an example) If subject contains "DevOps" assign to Devops Group If subject contains "Critical Priority"; set priority to Critical + send email and sms to technicians A,B, and C If subject contains "High Priority"; set priority to High + send email to technicians A,B, and C As it works right now our IT department can see all the tickets and the DevOps department can only see a subset that are within their group. So I've
Missing data columns in report wizard
Hello I would like to have two different types of reporte for my technicians where they (and I) can easily check which type of tasks they have reported worklog time for in a specific day or week. For the Module Change I manage to get this two types with the builtin report wizard. Type 1: Detailed report of all changes with completed worklog time this week New Custom Report, Tabular Reports, Module Changes Columns: Change ID Title Change Owner Time Spent Technician Time Spent End Date Time Spent Date
How to add Solutions categories?
How do I add a new category under solutions?
Disaster Recovery Server
Dear All please i want your help as i want to build Disaster Recovery of manage engine so how can i make that issue
Minimum Permissions
Hi Team, Can you please advise the minimum permissions that can be used for service account? If we are using inbuilt database where this service account will store ? Path please. Thanks Arjun
Next Page