[DidYouKnow -14] Requests can now be submitted using templates in mobile apps
Hello folks, With ServiceDesk Plus mobile apps, we can now submit requests using templates. Upon clicking the add button, a form appears that allows filling minimal information. Here a drop-down appears to select the template, It takes you to the page that would have Incident and Service templates, Select the required template,
[ForYourInformation -1]:New customization in Service Catalog layout
We all know and felt that the Catalog Layout seen by the users when creating requests felt a little outdated. We have often hoped for a catalog that is customizable and pleasing to look at. That will be easy for the users to see, understand and select the correct option easily. To address all the above, we have brought a brand new look and feel to our catalog layout. Now you can modify the way the Service Catalog items displayed as and also alter the sequence of the categories and their templates.
Add Approver Stage based on input data
Is it possible to setup a service template to add stage 2 approver based on input data in a textbox? ex. if user inputs greater than 5000 in the Amount textbox, the request should add a stage 2 approver (stage 1 approver is selected by the user)
Can we approve tickets by replying back with a message via email?
When someone creates a ticket/request with an approval The approver gets an email with a link to click that takes them to the request where they can then approve it Is it possible to approve that request by just putting in specific word? For example we have another program where if we reply "ok" the request gets approved for that app. It would be great if this is possible so no one needs to click a link
Won't start after fresh install.
Hi, Sorry for *another* "Won't Start" conversation but I've been through everything on this site and elsewhere on t'Web. I've got a fresh install of the free version of ServiceDesk which is now refusing to start. MySQL is running and if I run changeDBServer.bat it connects happily. Running run.bat from CMD gives me the following output: C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" 'MySQL' is not recognized as an internal or external command, operable program or batch file. 'MySQL'
Masterclass 2020: Session 1 - Managing major incidents with ServiceDesk Plus (30th April)
Join the Masterclass series 2020 to learn how ServiceDesk Plus can help you handle everyday ITSM challenges in an effective way. In the first session, on 30th April, we will discuss how you can leverage various capabilities and integrations of ServiceDesk Plus to handle a major incident, explained with a real-life incident faced by an internet service provider. In this session you will learn about: Integrating ServiceDesk Plus with tools like OpManager Automating ticket handling processes through
anonymize fields from request
Good morning, does anyone know of a method to anonymize fields from requests after they have been completed? (For example the email) I tried to do it manually but it remains track on the history In my requests the email of an external customer is inserted by the technician asking that all his data be deleted from our systems. Once the request is complete, the customer's email should disappear without the request being deleted. Can anyone help me?
Private reports
Is there a query to remove reports (public and private) from users that are no longer technicians in the system?
Resolution at top of resolve email
We have our servicedesk set to email the requester the resolution and the original request, but with the resolution ordered at the bottom of the e-mail, about half the time the requester does not see it - especially when the original request is a 10+ bottom-to-top ordered email conversation chain. I've been looking through the settings without finding anything, so how do we set the resolution at the top of the request resolved mail?
Change Existing Technician Details
Good morning, I recently broke my user account (melanien) and have had to create (meln) in our AD. Is it possible to update my current Technician account in SDP to continue as meln without losing my current tickets and ticket history? Thank you for your time and assistance. Kind regards Mel
[Tips & Tricks]Achieving maximum success with Employee Onboarding
One of the most important asset of any company is its people. So, it definitely makes sense to have a very well designed Onboarding process /policy to ensure the whole process is as easy as saying ABC. Some of the challenges we've seen when it comes to Onboarding are: Lack of information about the new employee Lack of Job delegation to the right teams Lack of communication among teams Let's find out how ServiceDesk Plus helps with Employee Onboarding. HR logs into ServiceDesk Plus (using their AD
AdselfService and Servicedesk on the same machine?
I have a question, is this possible to install on the same machine windows server 2012 two services AdselfService and Servicedesk? I have already installed AdselfService and now want to install Servicedesk, as I see these services working on different web page ports 8888 versus 80/443, but what about shared database I have then one instance of Postgresql but with two separare databases, one for AdselfService and another to Servicedesk? Please explain me this, thank you.
Custom Trigger when approval status is pending
Hi, In my organization, we have a 3rd-party tool for all approval workflows in organization as AAAA. that all approval in all software send to this software(AAAA). All manager in my organization just check inbox of AAAA software and approve or reject requests. We wanna to find any solution to send pending approval to this software in all module like request, change, solutions and purchase order. What should I do? Is there any way? Thanks for helping
[Tips & Tricks] ServiceDesk Plus Service Tool Kit
Ever Wondered what these exquisite and unique tabs on the application are capable of. They have a wide variety of hidden features that you can explore. Here are some of the options that you get in the community tab specifically which would be pretty much handy on a day to day basis. Lets split the Community Tab into 3 further Chunks. 1.Knowledge Enlightenment and Product Enhancement Enhance yourself and the application with 3 different options in this section. Community: You can check out the
A summary of the latest enhancements in ServiceDesk Plus!
The latest enhancements in ServiceDesk Plus revolve around a wide range of areas such as OLAs, notifications, custom views, chat, integrations and so on. Read on to know what they are. 1. OAuth: Configure the mail server with Modern Authentication (OAuth 2.0), a standard that apps can use to provide “secure delegated access”. Learn More>> 2. Add images to notes: 3. Support for Always on Availability Group (AOAG) for MSSQL instances: The "Always On Availability Group" acts as a backup server in case
unable to close ticket
We are trying to close old tickets and changes are not taking affect. After closing ticket, I run a report and it shows that the ticket is still opened. There was a old Due by date, so I put the Due by in the future. Tried closing again, but same result.
Report For First Call Resolution
Hi Team, we need to generate a report for first call resolution can you please help us query for generating the report
[Blog] Project Management guide for Startups
Let's extol all IT project managers, who had worked over a decade. In their earlier days of IT, they would have mastered classic tools like spreadsheets, emails, and presentation software, in order to manage and maintain projects, manually performing repetitive tasks will certainly be tedious. Technology has revolutionized our world and daily lives. Today we have sophisticated Project Management with endless automation. Project Management - The Scope of planning, organizing, and controlling resources
to Generate Report on FCR
Hi Team, We want to generate a report for tickets which were resolved at the first level and which was taken to the next level of support. Kindly help us with the query to generate the report Regards, Divya Bharathi
I can not find the report
Hi, tell me if there is a report where you can see the whole history of ticket changes? v.9.1 build 9118
To Get Ticket History
Hi Team, In Particular Ticket we had added a notes .The notes is available in the Ticket but it is not available in history. Please clarify us and Help to get the history Regards, Karthikeyan R
Create a Dashboard Widget from a Service Desk Report
Is there a way to create a widget using a report that's built in ServiceDesk. I know I've seen the option before on the report side, to add to a widget, but I've looked at several reports and don't see that option. Does it have to be a specific type of report or data to allow it? What makes the 'Add to Dashboard' button show up sometimes and not others?
[SDF-39708] Custom view for work orders that do not have a DueBy date OR DueBy date has past?
Hello Is there a way that I can make a custom view that shows requests that do not have a due date set OR have a due date that has past? In a sense, I want to see incidents that are relevent "today". Thanks ..
Service Catalog - Business Rules
Hello, In the Helpdesk Customizer option, categories, subcategories and articles are configured, business rules are added, is it possible to use these business rules so that a user when using the self-service portal is applied ?, at this time use the self-portal service, categories, subcategories, etc. appears without problem, but does not apply the SLA's configured in the business rules, the Service Catalog - Business Rules option has not been configured, these SLA rules are already configured and
Measure First Response time
Hi, We have requirement to measure and analyse time taken for first response for the tickets. Pl guide how can we take a report with "First response" time taken with other ticket parameters such as Ticket ID, date created, group, technician, etc., Regards R karthikeyan
Request Summary
Why would data reported under the Request Summary widget be different between myself (SDAdmin) and another SDAdmin. For example the calls inbound and completed for yesterday are different compared to another SDAdmin's data, although for previous days they do tally up. Checked that the data being pulled into this wdiget is from 'All Support Groups' Anything to do with the permissions/support groups assocaited to that SDAdmin? Any help would be appreciated.
Query for tickets grouped by Solution ID
Is there a way to know how many tickets have been resolved using the same solution? Many Thanks Sofia
Set up multiple email accounts select which one to reply to
I need to know how to select other outgoing email accounts to reply to the ticket.By default, it only lets me put an email account
Report for SLA control
How can I have a report by request, the number of hours until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays) I need the following fields: Request ID, Subject, Created Time, Responded Date, Resolved Time, Time_2_first_response,Overdue Status, First Response Overdue Status * Time_2_first_response = time until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays) Can have a filter by requests
Need assistance with a report if possible
Hello, I'm trying to create 2 reports that encompass the following: 1. Report 1 -- Daily Worklog report a) Summary Count of all requests generated/entered by a certain technician in 1 day. b) Summary Count of total requests that a certain technician either generated or added work log to. c) Total work log time spent for all workorders generated or touched by a certain technician for that day. d) Detailed entries that show time spent per request generated or touched. 2. Report 2 -- Weekly
restoreData.sh throws errors on startup
Hey, I want to move my ServiceDesk Plus database from the default PostgreSQL to MS SQL. I stopped the service, backed up the database with no errors, ran the changeDBServer.sh --console and it created the new database on MS SQL just fine. I started the service and it populated the database. I then downed the service again and ran the command restoreData.sh -c [full backup just taken] and received the following error. sh ./restoreData.sh -c /opt/manageengine/ServiceDesk/backup/backup_postgres_11109_fullbackup_04_10_2020_16_41
Requests Report showing Reporting To
Hello, We are looking at creating a report with the following. Reporting To Requester Department Request # Subject Date Created Category Sub Category Technician We are using Version 10 Build 10009 MSSQL database
Is there a way to change the default setting for "Add Note"?
I would like to have the "Show this note to Requestor" as always on. Is there a way to do this in SDP?
Restore log deleted log file
Can i retireve deleted log file under the log viewer ?
[Blog] Business Continuity Planning with ServiceDesk Plus
Business Continuity Plan refers to instructions or procedures that help you to operate the business without causing any impact to your customers during a disaster. The disaster can be natural or man-made. Unlike Disaster recovery, BCP ensures the continuity of the entire organization. BCP ensures that all the entities(asset, resources, people, location) in the business are available to provide the service to the end customers. A recent study says that less than 5% SMB have a BCP in place and this
Query of complete activity (new tickets created in given date + tickets with activity but created BEFORE given date) in given date
Hi all. I need to create a report where i can have the total activity (new created tickets, plus, tickets with activity but created before the creation date) on a given schedule (one week, 3 days, all year, whatever). Since i cannot create just 1 reports with all this information i am creating 2 separated reports: 1 - Report with the total tickets created in a given time: Columns: ID Ticket + Creation time: SELECT wo.WORKORDERID "ID de la solicitud",wo.CREATEDTIME "Hora de creación" FROM WorkOrder
change the name of default template
Dear Sir, Please guide me how to change the name of default template..PFA
Custom report
We would like a report of the top 25 subcategories tickets have been opened in.
Group notification
Hi, I dont understand the differences between these two methods for group notifications: 1) notification rules -> "Alert group members by e-mail when a new request is added to the group." 2) support groups -> group name -> "Send notification to group technician(s) when a new request is added to this group" The first never worked for me, in the many installations of SDP that I've done, the second work, but you must remember to add the technician to the notification if you add one to the group (not
Need A Report
Hi All, I need a report designed. When I run the following code: SELECT "cd"."CATEGORYNAME" AS "Category", "wo"."WORKORDERID" AS "Request ID", "wo"."CREATEDTIME" AS "Created Time" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderStates" "wos" ON "wo"."WORKORDERID"="wos"."WORKORDERID" LEFT JOIN "CategoryDefinition" "cd" ON "wos"."CATEGORYID"="cd"."CATEGORYID" LEFT JOIN "WorkOrder_Queue" "woq" ON "wo"."WORKORDERID"="woq"."WORKORDERID" LEFT JOIN "QueueDefinition" "qd" ON "woq"."QUEUEID"="qd"."QUEUEID" WHERE
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