Running this query -- how do I pull it for only specific "groups" and technicians in those groups -- worklogs by technician
Running this query -- how do I pull it for only specific "groups" and technicians in those groups. SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (MAX(ct.CREATEDTIME)/1000),'1970-01-01 00:00:00') "Time Spent Created Time", rctd.FIRST_NAME "Time Spent Technician" FROM ChargesTable
Automatic email from custom status
Dear Support, I need to send an automatic email to the requester when the status will be set from open to working (our custom status), is that possible? Waiting for your feedback, Best regards, Matteo Zambelli phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Problem with Authentication
Hello, i need your help. I deleted all domain controllers, coz i thought i can authorizated with my locan login and pass, but i cant. Can you help me?
Fast copying relevant parts of the application
After filling out an application every time I need to copy some parts, such as the application number, the subject, telephone number, etc. to send to employees. You can make such a tool to advance, I chose to copy the desired part by pressing and they found themselves in the clipboard windows. Оr if there is an existing program please tell me.
Business Rule (Action) on Reply by way of "Reply button"
Hi, How can i set a business rule when a specifc user reply a request by way of Reply button? Example: When user Obama reply a request (by way of that button above), AND the subject is White House. Perform these actions: Set Level as Tier 1 and Place in Group as Security. I tried some ways, but none has been worked. SDP 9.1.1.2. MSSQL
How to create a business rule to change the status of a request
I currently have business rules setting the group and status of new ( incoming) requests. I would like to create a business rule that would set the status of a request to "assigned" when a technician is assigned the request and at the same time when as is the the case for PM requests the tech is already assigned the request should go to the assigned level vs the pending assignment status for new requests
ServiceDesk Task -> Jira Task -> ServiceDesk Task
Hi Guys, I use servicedesk and JIRA for our support systems. What I want to know is how can I integrate JIRA into Servicedesk so that when I create a new task (in servicedesk) it will entered into JIRA. Also how can a JIRA task be integrated into servicedesk?. Any ideas Thanks
Migrating from MSSQL to MySQL
Hello everyone, We are planning to migrate from a Microsoft Server 2008 to a Linux server for ManageEngine ServiceDesk Plus and so I'd like to ask a question. Whenever I google I only find the migrating from MySQL to MSSQL. What I am looking for is the opposite: From MSSQL to MySQL. Could someone help me out with this? Kind regards, Rick
How to determine if a technician has logged on
Is there somewhere within SDP that I can look to see if a specific technician has logged on? Or see a history of their accesses? For example, we created a role for a manager to view certain data and run reports. I want to know if they have logged on and run any reports in the last week. Is there somewhere I can see this, or a report I can run. We are on build 9105. thanks, Diana
Self-assign permission
Hi to all, is it possible to our technician to self-assign a Service Request without having the permission to assign that Service Request to his colleague? Thanks a lot. Best regards.
SDP Questions for Mail Server settings and AD Integration
Dear SDP or any other member who has previous experience in these issues, Our company that I work for have just downloaded and installed the standard version of SDP. IT staff and the manager like it very much. We have some issues though. E-mail settings for fetchin incoming e-mails to our helpdesk address works fine through POP protocol, on port 110. We could not make it work with IMAP, port; 993 (secure), with SSL enabled to accept certificates. Anyway, the incoming e-mails are working fine but
Unable to login after restoring from backup
Hi, I have had to restore a backup of SDP to a new freshly built VM and I am now unable to login. The old SDP server was sitting in a VM environment in one domain and the new VM is part of a different domain. When I try to login, there is no option to select a domain or local authentication, just a username and password field. I found the previous posts about resetting the password via the command line, it is a Postgre database but with little success, I am getting the following error; psql: FATAL:
Request Conversation improvement (suggestion)
ManageEngine, I have two improvement ideas to requests "Conversation" in Servicedesk Plus I will list them below: Showing conversation's SUBJECT on request main screen Currently only e-mail's sender name is shown on request main screen. My suggestion is show subject along e-mail (conversation) sender like this example below: Eventually, not always the conversations subject is about or request title. Conversation enlarge view When I expand the requests conversation, i need use the scroollbar to
Employee Onboarding--Configuring Tasks
Folks, I'm starting to automate the onboarding process for our organization. I'd like some advice form the group: HR initiates the request with the acceptance from the potential employee. HR then submits a request that comes into the service desk. Is it possible to have the user complete user defined fields on a form (resources), and have tasks triggered based on that data? For example, If I have checkboxes that say: Salesforce GoToMeeting Adobe Acrobat Executive Phone and the SalesForce box is
Two copies of ME SD on a single VM
We have ME SD installed on a VM(ABC) and we using it using the URL(helpdesk:8080). I wanted to know if there is any possibility of installing ME Service Desk on same VM(ABC) and use with another URL (projects:8080) . We basically do not want to mix IT helpdesk with IT projects ticketing systems. We want two different interfaces and two different databases. We are trying to achieve to have less number of VM Raj
Group dropdown not showing the groups
Has anyone had the issue where the groups you have setup don't show when you are within a service request and you select the group drop down. The technicians show but you are unable to assign a group. I'm able to assign the group and technician using the Assign button from within the request but it doesn't populate into the request itself as the request then shows select group and select technician but there are no groups to select and by not selecting it removes the group from when it was set
Project Query Report on Associated Requests
I am hoping a query can be built to report on the following: A specific Project name where we can view all the associated request ID, subject lines and request status then this requests' associated tasks, task owner and task status Project Name: Request ID Subject Status Task Task Owner Task Status Task Task Owner Task Status Request ID Subject Status Task Task Owner Task Status Task Task Owner Task Status Request
Scheduler - On Call
Would like to request a feature for an "On Call" status. We use this so that technicians know when they are going to be on call for a period of time, in addition to their normal schedule. However this status assumes the tech is not available when assigning requests. Example: Most of our technicians work from 8 am till 4 pm. For 2 weeks out of every 12, a pair of technicians is also on call from 4 pm till 11 pm. Would like this "On Call" status to treat the tech as if they are available.
Service desk version 9 - Requests view
Dear Support, Is it possible to customize the requests list? (we need to hide some item like All My Requests) Waiting for your feedback, Best regards, Matteo Zambelli phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Helpdesk integration to website
Hi Team, is there a way to integrate my web portal login with sdp. i want users to access SDP helpdesk with the web portal credential. when they click tthe helpdesk link in the website, users have to be redirected to the SDP helpdesk page and they must be authenticated using the credential they used to log in to web portal. Please update ASAP
change active directory domain
hi All, we are migrating to another domain without trusts.. can't find an option to change the domain to the new one in SD Plus. Is it possible? if not possible, what would be the best scenario to migrate the settings/support request to the new environment? Thank you in advance, Andrey
Survey Query
Why can't you add fields related to the Request in the Survey notification template like you can do with the Reply/Forward templates? Surely if would be a more accurate survey if the customer understood which support call it was related to?
When sending notification, font is defaulted to TImes New Roman
Hi there, SDP build 9041 --> we can't upgrade to the latest version due to server issue We're aware that it's quite an outdated version, but just in case, just need to clarify if this thing still an issue or already fixed on later releases. We've set up email notification for technician/requester replies. When replying to a request, the font in the text editor defaulted to Verdana. Unless we changed (all or part of ) the text to a different font other than Verdana/Times New Roman, all the text have
Why doesn't the ticket mode update when tickets come in from Self Serve Portal?
I had to make the mode field mandatory in Incident tickets because it wasn't populating the self serve portal ticket entries? Is there a change i need to make? I am on build 9111 A ticket through email auto updates to state email.
Custom triggers in SDP9113
Hello. On my test SDP (Free version) I have problem with custom triggers. When I try to open Custom Triggers in Admin module I have: "The Change module is not enabled due to licensing. Please buy Change Add On license". So I cant use custom triggers on requests.
Hide service status
Please, I need help. A departament need new service status but they shoul only be avalible to their group, other groups should not see them. how can i hide service status from the other users?
Custom report has no Delete option
Good afternoon, I have created a customer report, and no longer need it. However, I only see the Edit option, not the Delete option as with other reports. Have I configured something wrong? See screenshot attached. Thanks, Diana
LDAP Authentication settings
I have 2 parts of LDAP in my organization. Regardless of the Domain controller setting, 1 part of users cant pass authorization. How i can change LDAP Authentication settings, to solve the problem.
Is possible to import the state of a CI?
Hi all, Is possible to import the state of a CI when we are importing a list of CI´s by CSV? Because the CI`s state always are "In use" and we need to put the correct state in the import. Thanks in advance. Rodrigo
Email Subject requiring ##(ticket)## to be customizable
Would like to be able to customize what the required subject must contain in order to get inserted into the request conversation history. Currently, subject must contain "##(ticketnumber)##" text. Would like to change to: "SR:(ticketnumber)"
Cannot customize header logo
hi, I cannot customize header logo, I am use Servicedesk standard version 9.0 Build 9034 I did change to my own logo via self protal setting but when I do some report the logo still ACME please help thank you !
Request emailed to Service Desk automatically assigned to technician who has left - how do I change this please?
Hi there, I've inherited and installation of ManageEngine SDP and am liking it so far. I've been using it for my own tickets which I've been manually raising. Now I want to go the next step and get users to email in their requests directly. The email pickup works perfectly and a new request is created. However it is automatically assigned to Jim, the previous IT support guy. I'd like to have it unassigned. I've looked through the different options but I guess I must have missed where this is configured
User logs
Hi, where can i see user logs, about autorization, etc?
Mail settings regarding 'Disable new request creation through email' and 'Parsing'
Hi Expert, I have the questions about the following statement "Request threads with subject containing the RequestId and no operational string (UpdateRequest) will be updated as a normal conversation and a new request will not be created.", which is digested from <email-configurations in adminguide>. Question 1: Does it work only when Enable E-mail Command is activated? Question 2: Could EACH email with the subject containing the specific RequestID be updated as the conversation into the corresponding
Rest API CMDB
Hi Im trying to do an integration on the cmdb. The first thing I try to do is to fetch all ci of ci type Database Serverer where we currently have 87 object According to your documentation the following should give me all ci:s " http://localhost:8080/api/cmdb//list/database server " but I get back 51? How can I get all ci:s in one go? If its not possible how do I use the page numbers it says nothing about that on the help page? Best regards Peter Samuelsson Sodra Skogsagarna
Issue upgrading 9107 to 9118
Tried running updatemanager.bat, get the error "[SEVERE] : ERRError in writing inf.xml file.". Tried old service packs as well no joy. Run CMD as admin, logon as local admin,logon as domain admin, make sure all service stopped etc. Even tried running a process monitor, but couldnt see where it was trying to write this file to. The process monitor shows reading the patch file quite happily, then just throws this error. Does anyone know where it tries writing this file to, so I can check file rights
User import error
Hi, i have some problems? when im importing users from LDAP. Where can i see detailed information about errors?
Reporting on Technician - Resolved vs Closed vs Technician changed
I had found this report and somehow it got deleted. Unfortunately, I can no longer locate it. It was just the 4 columns: Technician Resolved (Total Number) Closed (Total Number) Technician Changed (total number) If I could select by Group and Month - that would be great! This is MS-SQL. Thanks, Ken
When a requester/technician replies to a request
Hi, I have a query that when a requester or a technician replies to a request a new request would be created if the manage engine email address is in CC. They always forget to remove the email from CC and always a new request is created. Is it possible to create a rule so that a ticket will not be created once a reply is sent? Thanks and Regards Daniel
Disabling a few options for the technicians
Hi, We are using ServiceDesk Plus Standard Edition for our Admin and HR Team. There is a dedicated coordinator who routes/assigns the ticket to the concerned person. Once the ticket is assigned to the concerned individual he or she should not able to modify the category,sub-category,item and priority. I am not able to find the correct logic on when and how to trigger this rule using Form & Field rules. Your assistance on this would be highly appreciated. Regards, Shri
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