First Contact Resolution Rates
We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: (a) First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support Regards R karthikeyan
KPI for ticket resolution
Hi Team, We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: First Response Time: We need to take report where in First response time can be recorded and the parameter need to taken in report with actual value and if the set response time has been violated or not. First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support . Customer Satisfaction: the customer needs to be given a way to
Detailed purchase report
I would like run a detailed purchase order report, which shows the details of each item in the purchase order. My system run on MS-SQL, and the query's I have found don't run. Thanks Sal
Mail Fetching Randomly Stopping
As of last week, and subsequent to our upgrade to 11.1 (11108), we have had two instances of the mail fetching stopping randomly. The issue is easily resolved by restarting the ManageEngine ServiceDeskPlus Service on the server. Is anyone else experiencing this?
recover deleted reports
Hi, Is there a way by which we can retrieve deleted reports. There were few reports which were deleted from a particular folder. Can you pl let know if the same van be recovered. regards R Karthikeyan
[SD-85828] Second HR Instance takes outgoing mail settings from first IT instance
We have a following problem just created second instance - HR. When create new ticket in this instance every notification rules takes from first IT instance. Outgoing mail for IT instance is helpdesk@... for HR instance is hrhelpdesk@... , when created new ticket in HR instance send mail to technician for IT ins with notification rules in IT ins.
How to expand "Show More" automatically on multi-line fields?
Hello I have created a custom field to contain multiple lines, but when the technician views the issue, the text is truncated and a "show more" link is shown. How can I change the setting for the field to always show the data? Or how can I automatically expand the content of the field when viewing the request? Thanks!
FAILURE :Request cannot be completed. Please fill the following fields -Impact
I am getting the following error when trying to close tickets, I have attached our resolution rules. FAILURE :Request cannot be completed. Please fill the following fields -Impact
Issue with query reports after upgrade to biuld 11108
we are having issue with query reports, after upgrade from build 9330 to 11108 the already configured query reports stopped working. Our lot of work is dependent of these query reports and the reports are configured in daily scheduled for management decisions. Now our management is asking for daily reports and we are not having any fix/resolution of this issue from service desk support. we are really stuck!!!
configuration field value in problem templates
Hi i am not getting any option to configure problem template field in in template and form section only two option is showing that is incident form rule service form rule there is nothing like problem form rule so how to to configuration on problem field variables or change field variables ....
Email notifications - Variables for Survey link and New Note
Hello Guys, Product: Service Desk Plus 11.1 Do you know if exists any variable to insert in Mail Notification for: New note Survey Link I already know that survey link works in independent email config but we would like to add the link inside the resolution notification. In the case of New note, for us is important to notificate to requester anytime New Note is inserted to request. Regards.
Script required for auto population of resolution
Hi, I need a script for a service template in form and field rules which can put word "resolved" automatically when the request status is set to resolved. our build is 11108
[SDF-46395] Auto Assign based on First Response
Hello - We don't use business rules for ticket assignment. Previously, we used Spiceworks, and the ticket was assigned to the first tech that responded to the ticket. We'd like similar functionality. Is there any way to achieve this same goal?
[SDF-23740] WebHook Support in SDP
Hi, Today, I see your WebHook feature in SDP MSP (custom trigger section) and so happy about this feature. I think this feature is very important and useful in SDP. Please add this feature for SDP in next release. Thanks for listening
[DidYouKnow-33] Initiate a quick chat from request collaboration
As you all may know, the Request collaboration feature was released with the build 9220 to overcome various hassles. Few are listed below, When multiple Technicians work on the same request in parallel, the changes(s) made by each of them are not known to one another. Such as, #The same request might be assigned to different technicians #Multiple responses might be sent for the same request by different technicians #Modifications made on a request and so on. As an enhancement to the request collaboration,
[ForYourInformation -32] Automation to delete workstation/server or move to Disposed/Expired state
In ServiceDesk Plus you can manage all your IT and Non-IT assets, the tool can also handle, software asset management, software metering, software compliance, multiple methods of scanning assets(which includes automatic scan), barcode scans and much more.. click here to more details. Usage of any application over a period of time will have a proportional increase in data and content, which can cause a lag in the application performance. Clearing out unnecessary content ( like assets) is essential
***Absence notification for the entire ServiceDesk***
Hi, If no incidents or tickets are processed over a period of time and the requester is only supposed to receive a notification (Absence notification), what should you set? I do not mean one absence per technician, but for the complete service desk, for all incoming inquiries. many thanks
CustomScripts.js not load in 11105
Hi, In SDP v11010, I write script for all my SDP in '/custom/scripts/CustomScripts.js', but now this file not load. I need to load this file. I write custom script in this file. Please resolve it? Thanks for helping
Service Desk receives letters, but does not create an requests
Hello. There was a problem. Service Desk receives letters, but does not create an requests. With respect. Igor Stepanenko.
Change default SD+ font
Hello to all, are there any way to change default SD+ font? Thanks in advance
Distinction between Business Service and IT Service
Hi, Can you please explain the difference between Business Service and IT Service as it's implemented in SDP? Thanks! /René
[Reports] view ticket time from queue to queue to completion
Hello, I am looking to get the times in a report for each ticket that going from each group to group then total for in each queue then the total time the ticket was open. I have tried to do this with the report builder but I am stuck. Will this need a custom query? If so and can you help create one for me please?
[SD-82112] SDP - Error attach file
Hi team! When a request is created or edited and you want to attach a file to a request or in the resolution of a request, we receive an error message. SDP 10.5 build 10512
Service Catalogy
Hello, Can i delete Service Catalogy ? Or deactivate it (not to be active when i'm creating new ticket). Thank you
Cannot Add IMAPS Mail Server to Service Desk Plus
I checked the KB and tried to follow the steps to download the cert generation file, but when I try to extract the .tar.gz file in both Linux and Windows, I get errors that it is an invalid file format.
Upgrade DataSecurity Plus to build 6013 to fix security issues
Hello All, We have fixed the Remote Code Execution and authentication bypass vulnerabilities reported by Sahil Dhar (xen1thlabs). If your current build is between 6000 and 6012, please upgrade the product immediately to the build 6013 to ensure that DataSecurity Plus continues to run safely and efficiently. To Upgrade: Download Service Pack Apologies for the inconvenience caused. Security is our foremost priority. We will strive to maintain the
Error Upgrade SDP from version 10 to 10.5
Hi team I've updated SDP from 9.3 b9329 to 10.0 b10000 without problems. But with the last update, from 10000 to 10500 is not possible to finish the update. The upgrade manager close suddently few seconds later. Attached you can find logs. I'll appreciate your help.
Jira + Servicedesk Plus integration (third party connectors)
Hello, I am aware as of the last few updates, Servicedesk Plus has been able to "integrate" Jira. However we wanted to have deeper integration. Does anyone have experience with the several third party connectors that integrate Jira and SDP? They boast total integration with all the SDP modules, comments, tasks, etc.
LetsEncrypt with SD
Hi, everyone, who faced problem with making SD more safe with letsencrypt :) At 18365 attempt i've made it with my system, however, it would be helpful for other. So: 1. Obtain your .pem file (already with information of your domain name encrypted inside) and split it into .crt, .key, .csr and ca-crt.crt files 2. Copy https://letsencrypt.org/certs/trustid-x3-root.pem.txt and paste it inside the trustid-x3-root.pemfile you should create to 3. Download XCA https://sourceforge.net/projects/xca/ software
LetsEncrypt - Built in support
Hi guys, Is there any plans to release a built in tool to issue a Lets Encrypt TLS / SSL cert to your ServiceDesk platform? With LetsEncrypt issuing free certs, I think it's a great opportunity to build in native support to the ServiceDesk Plus product. Would make it alot easier for us helpdesk staff, and I gotta admit that I find the current process pretty laborious. Many thanks, Andy
Restrict access to specific Admin functions in SDP
Hi, I would like a technician to have access to review and where necessary update incident templates and service catalogue templates without any further admin privileges, is this possible? Any changes that they would like to do, could these be 'approved' by a SD admin before they are published also?
Login form
Hello! When i uncheck "Enable Domain dropdown during login " in advanced security settings Login Form changing and get 2 type of autentifications Local (by default) and AD. How could i change this and set AD autentification by default?
[Blog] Do you think Change management is important? Why or why not?
Change management is an imperative ITIL process as it helps organizations foresee the benefits even before implementation. This process is responsible for assessing overall impacts, planning, and approvals for the implementation of changes and ensuring minimal disruptions during the transition. Lately, organizations see change management plays an important role during the implementation of new technology. Change management has become a formal way of communicating with their users to tell them why
Custom Trigger for Multi-Select Field
I've hit a wall and need some suggestions. I have a Multi-Select field on my On Boarding form that has a list of all our different applications available to our users. I have Field and Form rules in place that filter this field so it only shows apps that apply to the department that is currently selected. Some of these apps require a notification to be sent to an individual in a department. That way this person knows that a new person needs to be provided access to the required application. These
Query report to check on Bitlocker status
We are trying to run a report to pull the Bitlocker status off all workstations in Manageengine. I found a similar ask from a few years ago on these forums but the query doesnt seem to work for my. I get a database error 'invcomputer" not valid. Is there a newer query that would accomplish this or somewhere I may be able to fix our issue if the old query should still work.
[DidYouKnow-32] Pending request count can be considered as an important KPI
The measure of time taken for tickets in Pending Status can be a perfect KPI in an IT Service Desk operations, let see how? In a Helpdesk environment, tickets are handled in 2 different ways. We expect tickets raised by the users to get resolved in the first interaction, in reality, most of them require back and forth conversations, between support tech and the user for various reasons. These ticket needs more attention and will be handled with different tickets status (on-hold, waiting for approval,
Backup to Network Share
I'm having trouble backing up SDP to a network location. I keep getting access denied errors. Does anyone know which account needs access and which permissions are needed? I have given servername$ full control permissions on the backup folder security settings but no luck. I found this link: https://pitstop.manageengine.com/portal/kb/articles/how-do-i-schedule-a-backup-over-a-network-share. But it doesn't specify which account needs access. I also found this link: https://pitstop.manageengine.com/portal/community/topic/backup-to-network-share-in-sdp-7-6-0.
Powershell custom script not displaying fail/success message
I have a script to assign tasks to the job owner which works however I'm trying to get the task details completed successfully pop-up to display after each task owner . I've tried all the variations I can find in the documentation but none seem to work. I've tried, $taskData $taskData.response_status.status $taskData.response_status.messages[0].message also tried all of these preceded by write-host and all produce the correct output when run through powershell but nothing is displayed when through
Custom Trigger to Share with Requester(s)
I'm looking for a way to share a ticket with a set of requestors whenever a particular ticket Category is selected. I'm thinking this should be possible with Custom Triggers, but don't know enough to go about coding one. Has anyone done something along these lines and would be willing to share how you went about it? Many thanks!
How can I forbid the automatic addition of new servers to the Inventory?
Hi there, I am looking for a way to prohibit ManageEngine from automatically adding new servers to the inventory. Our company excluded all servers (or the server network address range) from the scheduled scan because we host many virtual servers that we don't want to include in the ME inventory. Each time the server network is scanned by the scheduled scan, they are added again. For this reason we have completely excluded the server network as a temporary workaround. For workstations, you will find
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