Technician contact details in Request
Hi, Is there any way to show the technician contact details in the request, we have the requester info but our organization requires technician details as well. please suggest if you have any solution.
Text format
Hi. Can I to change the text format in the messages I send from ServiceDesk? My user complain about the text. It looks like a "notepad" and it's difficult to read (no formatted and without spaces). The messages we get into the system are "HTML" formatted but when replying, it turns into simple text. Any ideas?
Changing sorting order in a report
Hi Guys, I am trying to edit a report we have for displaying the last update time of any request and by which technician: SELECT wo.WORKORDERID 'Request ID',max(wo.TITLE) 'Subject',longtodate(max(wo.CREATEDTIME)) 'Created Time',longtodate(max(woh.operationtime)) 'Last Updated Time',au2.FIRST_NAME 'Last Updated By' FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID left join workorderhistory woh on wo.workorderid=woh.workorderid left join workorderhistorydiff wohd
Report for MSSQL SSMS
Can I please have a version of the query here for SSMS: http://forums.manageengine.com/topic/no-of-days-without-update-report Many thanks, Dean
Erro: Request does not fall under your permitted scope. So you are not authorized to update the same
We are seeing this error when trying to close/edit old tickets that were imported into SD+ from a previous helpdesk. The import procedure was done with ManageEnigine's help. I've already confirmed that the technician in question already has access to all groups and sites in the system; so this is not the issue. Help??
On Call suggestion needed
Right now we have a business rule that assigns most tickets to our Tier 1 Help Desk. They in turn respond or escalate tickets to Tier 2 if needed. On weekends we have someone from Tier 2 "on call" where users can call a special number that gets routed to the On Call tech's cell phone. The problem we have is that if a end user puts in a ticket instead of calling the special number, that ticket gets assigned to Tier 1 and the notification email gets sent to Tier 1 so the Tier 2 tech on call never
Query in MSSQL
Would it be possible to have a version of this query for MSSQL? Total Worklogs added by technician in requests, problems and changes during the last 7 days: https://forums.manageengine.com/#Topic/49000004996423
How to organize contracts?
Hi, is there a way to organize contracts in groups and then assign some techs to that groups? J
Merged tickets
Hi Team, We are not able to search the Merged tickets with the search option in SD plus.Also in reports we are not getting the merged ticket details.It is providing the Parent tickets details only. Please provide us a query to generate the merged ticket details. Thanks & Regards Silsha
Work logs
If I set the Work Log as a mandatory requirement for a technician to close a request, the technician has to select "Add work log" on the Resolutions tab. I suggest that when the technician selects the user tab, SDP checks to see if the work Log is mandated. If it is, SDP automaticaly opens the work log at the bottom of the resolutions tab. (I have had a number of my technicians expressing frustration at having to click the "Add work log" option since they often find out they have forgotten it
Report of MAC Address for each PC
I need a Report to gather the MAC Address of Each Computer in Servicedesk. I am new to report building. Can someone help me with a report that will give me the MAC Address and Host name of the computer? We use MSSQL.
Report to display jobs resolved as well as closed
Our helpdesk is set up so that jobs are automatically closed 2 days after a resolution, so that I can see if there are any jobs, "straight up Closed" instead of resolved by technicians are you able to provide MSSQL code so that I can see technicians that are closing jobs instead of resolving? ManageEngine ServiceDesk Plus Version 8.0.0 Build 8011. MSSQL Cheers Mark W
Report required for Resolved calls by Technican
Hi I am after an MSSQL report that shows me what requests each Technician resolved the previous day/week/month (configurable date line) It needs to contain the following and be filtered by Technician Request ID Subject Requester Created Date Due Date Could anyone help me out. Thanks Mike
Technician alerts
We have "Alert technician by e-mail when a request is assigned." checked. We have 1 technician who says she isn't receiving an email when a ticket is assigned to her. Is there any record of these notifications I could query? We've confirmed her email address is correct in the system and the other technicians assigned to that queue do receive the notifications. Thanks.
about release management
Could i ask why there is no Release Management in Services Desk Plus? It is possible to include Release Management in future.
Need help with compliance report showing tech roles and groups in SDP
I would like to request some help with generating a custom report. For compliance reasons, I need to generate a report from SDP that lists all of my technicians and their department, Associated Sites, Associated Groups, and their Assigned Roles. Is this possible with a new query report from inside SDP or is there another way? SDP Service Pack 8013 / MS SQL 2008. Thanks in advance!
report Account and primary Contact
Hello, can you tell me please if it is possible to generate a Report with all my Account and their Primary Contact. Thanks in Advance Youssef
ServiceDesk Plus Reports - keeping the history and see the evolution in a graph
Dear, I'm new and have been assigned to create some reports within ServiceDesk Plus. Can you please help me out with the following : Quantity of new requests per day - and keeping the history per day so you can see the evolution in a graph (Y = Qty - X = Day) Quantity of closed requests per day per technician - and keeping the history per day so you can see the evolution in a graph (Y = Qty - X = Day) Quantity of days a request stays open - and keeping the history per week so you can see
Unexpected entries in description field when replying to various requests
When replying to various tickets inside SDP (running Service Pack 8013) I get the following quirk in both Internet Explorer 8 and Firefox 5. Look at the first two lines in the Description box: Category & Description should not be in this box. We do NOT use any reply templates at this time. Can anyone explain where this is coming from and how to keep it from appearing in our replies? Thanks, Jamie Las Vegas, NV
How to Modify the fields present in the requests call sheet printed by the technician?
We would like to modify the requests call sheet printed by the technician upon closure of the call for getting the acknowledgment of the users. The fields present in the standard call sheet need to be edited- few fields need to be deleted and some other fields need to be added so that the user does not have to sign on the call sheet containing fields irrelevant to him. The relevance of the fields would be decided by the IT incharge and hence decide on the fields to be added in the call sheet. Please
Search Drop Down required in all fields and Addition & Deletion of fields required in the Requester Details in Request Template
We have noted that the fields contained in the section "Requester Details" are not customisable. We would therefore request to provide the following features: 1. We want to add or delete a few fields in "Requester Details" sub section. We also want to edit the text shown as field names adjacent to those fields. 2. We want that we should be able to select which of the fields in this Requester Details section or any other section should have the search drop down facility like it has in the Requester
Reports for kpis
Hello, I need to create some reports for KPI. These KPIs are for the resolver group "CAU-MICRO." In our organization we need to mediate the resolution time cieere no time, since in our case the user closes the application kpi week: a) Average time for resolving requests Type of request, priority, category, subcategory, average resolution time b) Percentage of requests resolved within 1 hour Type of request, priority, category, subcategory, Percentage of requests resolved
Saving New reports
When saving a newly created report and choosing the number report folder to save to, we do not get a full list of folders. I only get 24 folders to choose from. After saving this report, if I then save it again (ie create a copy) and go to the report folder drop down I get a full list of my report folders along with a scroll bar on the drop down. Please can this be resolved ASAP as it is making it difficult for our users to create new reports.
Report of ComputerName and MAC Address
We have a need to get a report of Each Computer and it's MAC Address. Can someone help me with how I would get that information out of SDP?
Service Catalog & Incidents - shared additional field
In our company one end-user may perform tasks for more than one department. Each department likes to be able to view their open helpdesk tickets. Therefore rather than mapping each user to a department we have implemented an additional incident request field called "Benefiting Department" that the end-user has to choose when they make a request. That way the user chooses which department will "own" the ticket. We then report on a regular basis to each department based on the "Benefits Department"
CC field in SDP 8
In ServiceDesk Plus 8: when replying to a request the cc field seem to be per-populated how do i stop this as i do not want it
Parsing e-mail's from some web-mail services
Good day. If SDP receive message from some web-mail services who has in message body line with tag <base href="http://some.base.href/"> where some.base.href - any URL, then all links in SDP ticket include this base URL from tag and we can't reply/forward or save attachment or navigate in the SPD menu, because all links looks like http://some.base.href/servlet/HdFileDownloadServlet?module=Request&ID=112&delete=false or http:/some.base.href/WOListView.do etc.
Consumable Items
We use a PO to order them. As soon as we receive them (toner, ink cartridge, staples - anything that is a consumable item) in they are added as a component as being in store. It's not like we're going to track them as we use them, just reorder when there are no more on the shelf. Can someone please tell me how we might do this differently so they aren't showing up as an asset?
Add "E-mail The Requester" Option When Adding Note
When you click the little yellow paper icon and add a note there are currently two options: Show this notes to Requester also E-mail the technician for notes addition First - Would love to see the first line changed to Show These Notes To Requester Also (Make Public) Second - Would like to see the second line changed to something like E-mail Note Addition to Assigned Technician Third - Actually the reason for this post! Would like to see a third option of E-mail Note Addition to Requester. That way,
Difference
What is the difference between an "incident" and a "problem"?
Purchase new software via purchasing?
We've been using SD for a few years now and we're trying to begin using the purchasing module. I'm trying ot purchase new software that is not currently managed but when I attempt to add a new product it presents me with a list of all scanned software. We don't have this software scanned because I'm trying to purchase it. Is there a step I've missed? How do I purchase software we've never had before or had inventoried?
Query Report - Asset Module - Report of Assets belong to each user
I would like to be able to create a report that would give me all of the users and their currently assigned assets.
how do i create a phone call ticket request in service desk plus?
I would like to create a incident request using a phone. For example, John doe calls into the system and call place a basic incident and then i can see it on the website.
How to know the memory type and frequency of client PC?
I want to know the RAM/ memory type (i.e DDR1/ DDR2 etc) and its frequency (533MHz/ 667MHz etc) on the client PC on which SDP client is installed.. Please advise on how to view the RAM type as well as RAM frequency of the memory fitted in client PC such that the details are visible in the central console. It should display the frequency of the RAM as 667MHz etc as available. However in the Memory Type column should show results as DDR1/ DDR2/ DDR3/ SDRAM etc as available. How to ensure this?
Cannot create custom views
If I try to create a custom view to filter service requests, once I save the view and select the new view, IE goes into an endless loop and does not display any data. It merely attempts to refresh the screen every half second. We are using: Windows Server 2003, SP1 Windows XP Pro, SP3 IE6 (with no prospect in the near future of upgrading. SDP V8. Build 8009
date format does not update
If a user selects "Personalize" and selects a new date format the following happens when save is clicked: The date format on the Personalize dialog is changed and saved and a "success" message displayed The dialog does not close. Nor do either of the buttons change to say "Close" or anything resembling that. When you close the dialog, all dates remain in short format e.g. 18/07/2011 We are running on Windows Server 2003, Windows XP Pro SP3, IE6
Request approval
I'm wondering if this is possible... Can you have a request that needs approval before being carried out, in a similar way that a Purchase Order needs approval before it can move to an order? We want to implement forms for setting up new accounts and for adding network permissions, but we'd like there to be an email to a selected manager to approve the request before it gets done. I'm guessing we'd need to upgrade to Enterprise for this and use Service Catalog, but I don't want to pay up unless I'm
requests assigned to group from web form not really assigned
The requests go unnoticed because they seem to be assigned to a group by the user in the webform. But in reality they are not. The group email is never sent and the technicians in the group can not see the request. Only by manually checking every request that came in thrue web form, we can get rid of the problem, but sometimes we fail to do so, and request stay unnoticed for more then a week. Ofcourse this is unacceptable, why is this serious bug still not fixed? It has been promised a couple of
Change Manager Access
Hi, Is there a way to configure SDP wherein a Change Manager can only approve certain Changes from a particular group or criteria ? We want to have different Change Manager for each group. For example if it's a Database Management related change, only the DB Change Manager can approve it other Change Managers should not be able to approve the Change Request. Thanks, Jon
How to add Organisation details to more requestors
Hi, I need to add the same organisation to some 50 users.How this can be done at a time.I have added the Organisation Details as an additional Requestor Field.Please suggest me how can this be done at a time rather than assign one by one. Thanks & Regards Silsha
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