Request category tree
Good morning fellow users: I have been doing some research and building a category tree for my requests. I wanted to see if anyone could share their category tree for service requests for comparison. I've got the high level broken out pretty well for the basic, desktop, printer, server, network, telco, etc.. I'm curious as to how you guys broke things out after that. Any help is most appreciated.
ServiceDesk MySQL to MySQL x64 Installation on server.
Hello Everyone. I currently have MySQL x64 running on the same server as ServiceDesk Plus can I move the database over to my install on MySQL and stop using the one provided with ServiceDesk. I'm not sure what the process involves but I would appreciate if anyone can point me in the right direction. Many Thanks Matt Gibson
Need to acces database - Running on Linux - Tochange the request start number
Hi I have seen the queries to change the number where tickets start from however I can not seem to access the database in my linux ServiceDesk installation. Can someone provide some help and point me in the right direction to acces the database and change the starting request number to 2048? Thank you. JW
Edit login page
Hi, I'm testing Service Desk Plus and I want to edit the login page. Is there a way to do it? I've already seen something done but I don't know where is the login page to edit. Thanks in advance.
Apply license
My trial of ServiceDesk Plus expired, so I received an extension license, but I can't apply it through the GUI because of the expiration. Is there a way to apply it without the GUI, or do I need to reinstall everything?
Tracking TIME SPENT enhancement
BACKGROUND We currently run multiple reports to track our technician's workload, and use this information to assist with 1) load-balancing, 2) responsibility reassignment, and 3) hiring decisions. We have a number of custom reports for: 1. Request time spent by technician per month 2. Request count by technician per month 3. Change time spent by technician per month 4. Change count by technician per month ISSUE We are seeing that there is ALWAYS a descrepency between the time spent reports and
How is response time work?
Could you please tell me, how is response time work? and also how is technician response to requester within reponse time specified in SLA? Thank You Namfa
Prompt for category completion before requests can be closed?
Hi, I have an issue where requests are being closed without any category information being selected. Is there a way for servicedesk to prompt users to complete the field? I dont want any calls closing that have missing categoiry information. Cheers Irvin
Archived Link
There was a link for archived files, the downloadable standalone applications on your site, which i cannot find it now, i need to download SDP version 7606 standalone .exe but from where? Kindly assist.
Bug? Merged request not appearing in destination ticket
One of the technicians here said he merged two tickets, but can't find the details in the destination ticket. From the History section: Merge by Hidden_Name, Miguel on Mon, 26 Jun 2006 18:48:01 Request Merged , Performed by : Hidden_Name, Miguel Request ID 6787 merged with this request But there's no Conversation recording the content of the ticket being merged. Is this a bug? How do we get this back? Is it possible? Justin
Duplicate Entries for One Software
Good Morning, In your process for purchasing software, it is required that the software already be in the system because you have to select a related version of the software. So we've been going into the system, adding the software by hand, and then adding it into a PO for purchase. Here is the problem. The software may be called one thing on the PO, but when a scan picks it up, it comes up as something else. For instance, Scrutinizer on an official PO is called simply "Scrutinizer." However,
Request Status
Hello, I have a user whose allowed to view all their site's requests, but since upgrading to 7606, the status for all these is now set to 'Not-Auth' in list view. They can open the request and view the current status, and can use the filter to show a list of current open requests.
Sub category problems??
When creating a new request you are able to select from the new request panel a category however sub category and item does not appear. Please check New Category.PDF category added including sub category and items, however unable to select sub and item. Thank you
Hotfix 7608 released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . We have made an internal release 7607 which is not exposed / uploaded in our website, is also included in the 7608 release. Issues fixed in 7608 SD-28975 : Problem in starting the servicedesk plus if we have tables other than the default tables say systeminfoowner, systeminforequester or if any other systemtables present has
Extracting emails
Is it possible to extract a complete request i.e. all the fields including custom one as well as related emails. We need this fro an audit of a serious problem. We know you can get all the field extracted into a reports, but we can't find a way to extract the related emails Do anyone know if this is even possible? Thanks RJ
Report data from shell script
I want to execute shell script and dump its output in a report in webnms. Can this be dones
Manager Views on Requests
Currently SD+ allows a Requester to show only their own requests show all their Department requests show all their Site requests This was a neat feature added in SDP in Version 7.5. I would like to however propose improvements on this feature. Some company officials would have more than one department under their management. The ability to support more than one department per Requester I think would be a common requirement. Even multiple site associations for Requesters should be supported. For
Service Desk Plus logs out when Desktop Central is running
Hi there, When I log in to both Service Desk Plus and Desktop Central at the same time, one or the other kicks me out and forces me to log in again each time I go back to it - even after less than a minute. I am using the same domain login for each...and am opening them in different tabs of IE. Any ideas?
Create request when email sent from server but not user
We have the functionality of creating requests from emails turned off for our users....they can only create a request by filling out the SDP request template. However, I would like to allow the creation of requests from an email from a server only. For example, a request would be created when a server sends a notification email of a down service to SDP. The email address would be consistent. Is it possible to allow the creation of requests from email based on email address? Thanks.
After upgrade to 7605, non-SLA requests are getting escalated at the time of creation
After upgrade to 7605, non-SLA requests (where DueBy date is null) are getting overdue at the time of creation, anyone else faced this? Any fix available? Regards
Hotfix 7608 Released
Dear Users, Please refer to the below announcement about our latest hotfix release. https://forums.manageengine.com/#Topic/49000004054066 Regards, Srikrishnan ServiceDesk Plus.
How to install patch file using command line on Linux?
Dear All, How to install patch file using command line on Linux? Patch file is in /ServiceDesk/bin folder. I have executed as follows: ./Updatemanager.sh -c select "i" enter patch file ... I have entered "ManageEngine_ServiceDesk_Plus_7_6_0_SP-0_6_0.ppm". But move as former step the repeatly. Why?
Once off login
Dear support i am still new to the forum; how to I enable once off login on serviceDesk Plus with intergrated AD
Embedded BMP images not displayed
When someone sends an email with an embedded bitmap and SD+ creates a ticket, the ticket shows the image as an attachment, but displays an error in the ticket description. I've included an example in the screenshot.
Customized Login Page Bug
I have customized my login page by editing the AdventNet/ME/ServiceDesk/applications/extracted.... The initial load of the customized login page is working fine. BUT if there is a failed login attempt, it posts to http://domain.com/j_security_check and displays the default login page. Could someone point me in the right direction how to fix this little bug? See attached screen shot for visual.
import from the active directory
I can not import the new employee to the service desk pus version 7.6.0 Build 7605. where as the old once are ok. Please advice. Regards, Hassan
Serach by Request ID number no longer works after upgrade 7606
I'm positive this used to work before the upgrade.. On the left hand side under "search", if you set your search in to "Requests", we used to be able to enter the Request ID number and it would return that request. Now, it does not find anything. Can anyone else confirm that pre7606 this works and in 7606 they are not getting any result?
Password in clear text in URL
When manually logging in to the helpdesk, the user password is exposed in clear text in the url is the address bar when the login fails. This is passed over the network, and visible on screen. This is rather insecure, as exposing passwords with minor typing errors in them give a very good clue to the correct password. ie.: "?j_username=testusername&j_password=TESTPASSWORD"
Task report
Hi I want a report with these requirement Task | Department | Created Time | Subject it will help a lot Thanks in advance
Reports by Time of Day
Hi there, I am trying to run a report by time of day which would enable us to identify our busiest times of days and adjust our shift pattern accordingly. Looking for an output a bit like this: TIME # of TICKETs 9am 10 10am 23 11am 17 etc. Is this possible? if so how would I go about setting it up? Thanks, CH
Query Reports
Hi, I am looking for the below queries: 1.Total calls resolved today 2.Total calls open more than 3 days 3.Total calls open more than 5 days 4. Top ten items for all categories. E.g, If I have ten Categories, I want to see top 10 items under these categories. Thanks
What modification to a request is considered a 'response'?
Hello all, I've recently enabled the response SLA measure within our organisation (previously only using resolution). At what point is a request considered to be 'responded to'? What needs to be changed in the request? An example: A request logged by a user has been assigned to a technician, had it's priority set, and had a public note added, and it still breached the response SLA.. Many thanks!
Report of any technician who has handled a call
Hello I'd like to run a report which pulls out in .xls format details of logged requests where any technician has handled the request (we don't fill in the work log). ie their name appears somewhere on the History tab Essentially the type of data that I want to pull out is: title, description, priority, department, status, category(inc sub category and item), overdue flag, time spent, due by, created, completed Is there a report which already does this?
Search resolutions and notes
The one feature that I would really like to see added to ServiceDesk is to have the resolutions and notes included when performing a search of requests. As I mentioned in a previous request before the release of version 6, the description field is usually supplied by the users themselves or from our techs after an initial contact with the user. Because of this, the description is usually very general, like "my computer/application crashed" or "I'm getting an error message". It is generally only after
Global view - technician tried to view and now can't get back to My View
I've poked around and see that Global View is only available to Administrators, still. Now I have a technician who clicked on Global View and cannot get back to the My View screen because Home only displays a blank page. What does he need to do to restore his original view? And when will Global View be an option in Roles so we can allow those other than administrators access?
Take action when new ticket is submitted
I want to use SD+ to kick off a job flow in another system when a ticket is entered. Is there anyway to get the information from SD+ to interact with a 3rd party system? I know there is an API for getting information into SD+, but how about a way to get it out? Any ideas?
need useful report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
Report to compare Requests Closed and Time Spent
I have a Question for anyone that can help. I have been assigned the task to figure out the following: Tickets that were Created each quarter vs tickets that were closed. I also need to have a total time of the work logs on completed tickets that quarter. Can anyone help me create a custom query to get this information without running several different manual reports.
Email Notification notworking after Business Rules excecuted
Hi, I have created one business rule for trigger all incident ticket to be added to on group automatically, by choosing the Override request values with Business Rule values. And the rule is working well with auto added to group that i have trigger, but the problem is no email notification to technician that i have added inside Groups -> Send notification to group technician(s) when a new request is added to this group . But if I update ticket by choosing manually the Group, it have the notification
need a report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
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