Is summary row in a Query Report possible?
I have a Query Report that gives statistics by technician. Is there a way to add a summary line at the bottom, like this: Task Hours Request Hours Total Hours Response SLA Met % Resolution SLA Met % Number of Requests Last Resolved Last Week Cher 1 11 12 77 77 13 Sting 16 5 21 90 95 20 Teller 1 8 10 75 88 32 SUMMARY 18 24 43 79 87 65 I'm using MSSQL. I think I could use a UNION (with a name such that is it sorted to the bottom) but is there a better way? Thanks, Tom.
ITIL/SDP question: How do you recommend handling requests that are lengthy by nature or dependent on another process?
Hello, I am looking for any input on how to handle requests that are lengthy by nature or dependent on another process. My users are asking for an SLA status of "Project" or something similar with no due date. I'm not entirely comfortable with this option. I've added Status values of "Associated to Change" and "Associated to Problem" so that the SLA timer stops on those guys. Here's our scenarios: 1.) An issue is identified with our patient management system that requires a software patch from the
application format
the appointment of an application for a specialist formatting lost body applications or missing spaces in the text as an example: received a letter of application to SD SELECT [project_Code1C] + '-' + [r].[id] [Report_ID] , [pr].[project_Code1C] [Project_code] , [r].[Name] [Name] , [rai].[workTypeName] [WorkType] , [rai].[typeReportName] [TypeReport] , [obj].[codeValue]
Request merge notification
Is it possible in anyway that when two request are merged, that the requester and the assigned techincian receives a notification? We came across this problem when an admin merged two request. But the technician wasn't aware of a change in the request. therefore was still waiting on feedback from the requester Thanks Alex
Request Approvals
I have the case when certain requests require approvals. I don't want to leave it to the technician to ask for the approvals instead for certain requests categories, I want the initiator of the request to be prompted to get approvals or at least the request get automatically transfered to the requestor superior. Once approved, the technician can see the request. Is that possible and how? Thanks Ramzi
Change Status notifications
Hey, Yesterday we upgraded to the newest version of servicedesk+. When I set a Change to close - completed I get a status notification. As seen in the screenshot below it will not show everything. I use Google Chrome as browser. kind regards, Jordi van oosterbosch
Delete asset after computer object is removed from AD
Hi all Is it possible to delete a computer asset in SDP on next windows domain scan if an asset no longer exist in AD? Ronnie
Java eating up memory
We have recently updated to the latest version of manage engine service desk plus and not anytime it is running the java takes up all the memory and we can't even log into the server. Are there java settings that need to be done?
Integration with AD
Integration with AD is not working. I was able to import all user from my domain but once I try to log in and choose the domain, it is not working. Any idea?
Java eating up memory
We are running the latest version of java and the latest version of manage engine service desk plus Build 9.1 version 9106 The java memory usage just continues to grow. However if I shutdown the service desk it completely goes away.
Ability to add additional dashboards
Good day, Please add the ability to add additional dashboards in SDP. Kind regards Renier
Can I Prevent requestors from selecting Assets from a site that they do not belong to?
The Asset selector on an Incident Template allows the requestors to view and select an Asset from any Sites. (this is part of the 'Requestors' details ). This means, a requestor associated with the London site, is able to see (and select) all the assets in Service Desk plus – including assets assigned to a different site (e.g. Tokyo). The form defaults to my requestors site (eg London) - but I don't appear to be able to hide other sites - or even hide the asset selector? Is there a way to prevent
How to work a ticket? Notes and comments and replies, Oh my.
Howdy, Every Help Desk software I used basically stored any notes, comments, replies, etc in chronological order so you could see everything that was going on with a ticket in the initial view. SDP doesn't seem to do that and I'm not sure how to properly use the system. If a ticket comes in, I may want to type in some notes that I'm working on the ticket and what my next steps are. At some point I will need to send notes back to the user for more information or to have them try something again.
How to convert all SQL data to North American Time Format.
Hi, Is there a way to instruct the SQL Server to convert all SQL data to North American times, so we do not have to do this on every report? Sincerely, Steve T.
Announcement with Subscribe
Announcements can be a convenient way to notify staff through self service of a system outage or major incident. I'd like to see a mechanism where a reference incident ticket and/or Problem can be linked to an announcement that has all the fields completed. If a requester/self service user hits a subscribe link on the Announcement; that reference ticket would be cloned/copied and open a new ticket for that customer automatically. If the Problem ticket is set to close all child incident tickets this
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
Hi, This report works in SQL on the server, but not in the report query editor. Can you let me know why I keep getting the message above? "java.lang.StringIndexOutOfBoundsException: String index out of range: -1" SELECT qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",mdd.MODENAME "Request Mode",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department", Convert(varchar(10),CONVERT(date,(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + ((wo.createdtime)/1000),'1970-01-01
Report with Dates but not Hourly TimeStamps
Hi, I'm looking to create reports with the date stamps, but no timestamps, or to at least hide the timestamps in the reports. Putting them in a separate column would work as well. We are using SQL Server. Here is my current report query, but I'm not sure where to edit this to display only the dates. SELECT wos.ISOVERDUE "Overdue Status",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",ti.FIRST_NAME "Technician",qd.QUEUENAME "Group",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",wo.TITLE
Longtodate
I am trying to run this query in Sql Server and it is trough me an error saying 'longtodate' is not a recognized built-in function name.' Can you please me out in fixing this . 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 "Pending Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time",wo.TIMESPENTONREQ
violations
Dear Suppoer we are looking report to show us "SLA violations (yes/no)" can you Please hep us out
Performance Reports
Hello, I have to produce two simple reports multiple times a day and at the moment I need to run a number of reports to be able to produce this. Could you please provide a New Query Report sql script that will show the below details. I would also need to be able select amend the script easily to show either a date range, or Today; Yesterday; thisweek etc. To clarify Resolved should include: Report 1 - By Technician Agent Open Events # Open out of SLA # Logged # Total Resolved # Resolved in SLA
Managing software licenses
I'm looking for documentation which explains how to enter software licenses and manage them. I started putting in my license information and let the application apply the licenses to the workstations, however I am having issues with adding additional licenses which have the same Serial Number. This is not an application issue, I 'm not understanding the software license management workflow. Any suggestions? Thanks Sal
Purchase Order Email Template
There should be a way to customize the email template that is sent for purchase orders (Much like requests). And the email that is sent to the vendor should be customizable.
ServiceDesk Plus 9106 Released
Dear Users, SDP 9106 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Features in 9106 SDF-60445 : Enhancements on Field & Form Rules feature. Support for date type fields are added. Support for Service Catalog Resources are added. Template tasks can be set or unset using Custom Scripts ,based on criteria. Script Editor is enhanced to support auto-completion and display errors and warnings. Use CTRL+SPACE key for auto-completion.
Automatically assign all tickets to a Support Group?
Hi, We are setting up SDP and will have 2 or 3 support groups (Level 1, Level 2, etc). We only have 1 email address that comes into SDP (ITSUpport@...) and we want all tickets to get assigned to the Level 1 group by default and to have an email go to the Level 1 people when that happens. The only way we want a ticket to go to the Level 2 group is if a Level 1 person manually assigns it to that group in which case we then want the Level 2 group members to get an email. I see things about adding a
ServiceDesk Plus - Update requesters from Active Directory
One thing noticed is that if a requester has previously been imported from Active Directory, once they leave and are removed from AD/the OU they were imported from, they still remain in ServiceDesk Plus regardless of any subsequent syncing. This means that SD Plus can become full of a whole load of redundant users that you otherwise have to manually remove - unless there is a better way to update?
Service Desk Plus does not start after migrating db to MySql
Ubuntu 14.04.03 & MySQL 5.1.50 Service Desk fails with message error:Failed to start the server. Please refer logs for more details On Postgress worked and we were able to log as administrators... No logs seem to have been written Please advise!
Notifications to requestor
Hi Team, In ServiceDesk Plus there is possibility to Acknowledge requester by e-mail when the request is updated. I'm looking for possibility to minimize such notifications to one only for the first update of the request. As soon as request is updated more there shouldn't be any notifications send to requestor. Can you help me with this? Where I can configure this? Currently, if this option is ON requestor receives a lot of mails for even some small changes and I need it to be only 1. Waiting for
Send Notification Failed
Dears, Please help me with the issue I face while trying to reply or forward requests and please note that scheduled reports are working normally. Thanks a lot
Help with mail notification in Outlook 360
Hi I've configured the mail server to send notifications for every ticket SD+ receive, but it seems it didn't send anything, can you help me. Thanks for your help.
Enabling inbound processing of mail and automatically creating an incident
Good Afternoon, I just wanted to confirm the correct process for receiving tickets via email and having SDP automatically create the incident. As I understand it, we need to: - Configure our mail settings for automatic fetching of email - Create a business rule with an action based on the email contents. Are we missing anything? I ask because completing the above, mail is not getting imported into SDP, and the emails are not being deleted from the mailbox. The fetching process appears to be working
Can not run Service Desk Plus
Dear Support, When i run script "...[SDP]Home\bin\run.bat" the server appear issue. Please support me. Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 29 days Press any key to continue . . . Thanks
Change Request Priority and Status at the top of the page
It would be GREAT if we had the ability to change the Priority and Status of a request/incident at the top of the page. It's already displayed there on the right. Why can't those fields be drop downs?
Requester Name ?
Dear all, Please help me to combine Requester Name between email request and web form request, when I use email request, requester name is Display Name, but if I use web form request using AD authentication with pass-through mode, requester name display as account id??? Is there any suggestion for me please
Active Directory Authentication not working.
We have SDP installed and configured. I have it linked to our AD system and it did an import of all the AD users. I can see them under requesters inside of SDP. However, when I try to log into the web interface using a username and password it doesn't work. I don't know if I'm doing something wrong but the import worked fine so I'm assuming that means it's talking to AD just fine. I tried with a user as a requester and also tried elevating one to a technician but that didn't help. I can currently
Exporting a list of all techs, categories, groups etc
Hi, I am fairly new to Manage Engine but need to be able to export to CSV a list of all our techs/categories/sub-categories, groups etc, I have had a look through the forums but couldn't find anything so apologies if it has been asked already, I presume it is done by query but if someone could show me an example, I am using: Your Version : 9.0 Build 9035 Thanks Ross
Request catalog tab not available to user
Hi, I configured a service catalog but when users login to service desk the request catalog tab is not showing, where can I configure permission for users to view service requests?
SMS/Email For Requestors (the business)
I have a number of rules for contacting specific technicians when a IT service category has a priority 1 incident created. Those services also have key business stakeholders who want to be notified as soon as there is an issue in the same way; however, only those with technician licenses are identified as people who can receive email/sms notices from a Business Rule. I'd like to request you consider adding the ability to contact via email or SMS specified requestors from the business rules.
Attachments
Hello! Please tell me, is it possible to connect a specific directory to one of the patterns of requests for all attachments of this template is placed in this directory?
Search in Response not happening?
Hi there, It appears that the search tool on the left of the request module as welll as the one on the top does not allow or perform any search inside of Request Respons. Real Life Example: Request description: Hi, Please create a new Window user for "James Brown" Reply description: Hi back, new User "jbrown" has been created. If I now search for "jbrown" I will get NO results at all. Is there something I'm doing wrong or is this a bug or a missing feature? Cheers, Per
How to add manually created site for requester imported from AD
Hi Team, Currently, when I'd like to change site for requester who was imported from AD I can see only site which were as well imported but there is no site which was manually created. Is there any possibility to change the site for this requester through Edit option? If not, maybe you can tell me where I can do so? Thanks a lot in advance! Anna
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