Number of Attachments
HI, is there a limited number of attachments allowed in a request?
Requests by Ticket Age with Bar Graph
Hello, I'm looking for a postgres report similar to the one linked here, but with a stacked bar graph. We're looking for the following: y-axis: Ticket Count x-axis: Less than 7 Days, 7-30 Days, 30+ Days In the report itself, we'd like them divided by age as section, then each technicians tickets within that particular age range. In other words, each technician would would have their own section listing tickets for each age. Is this possible?
ManageEngine service error 4294967295
Hi. We are running Service Desk Plus Free version 11101 with PostgreSQL database. After update to v11100 service has begun to stop randomly with error 4294967295 in windows event viewer. We try to trace startup procedure by executing run.bat and saw that WebService startup takes 5-10 minutes.
Automated response
Hi, I was wondering if there was a way to have a different automated response be sent out depending on what type of priority the support ticket is, or what client is emailing. Currently I can only see one place to edit a single response. Thanks, Jareth
Web DB Visualizer
I'm trying to learn Queries and I'm using the Web DB Visualizer in ServiceDesk+. How do you collapse it when searching through it though? I can expand fields no problem, but if I don't see anything that relates to what I'm looking for I'd like to collapse it so I don't see it. The only way I can is by closing the window and just starting over from the start.
How to create custom request template with checkboxes?
I want to create a custrom request template with additional field which have to be checkboxes, how to create those? My version of ManageEngine ServiceDesk Plus: 8.1.0 Build 8121
Service Catalog Shortcut or Link to Templates in other Service Categories
For the record, we are not on the latest version. We are on 10.5.x, so if this is already a feature, it would just give me another reason to move this along. The CHALLENGE: We make extensive use of the Service Catalog and within that we have several platforms (which we distinguish as Services and as Service Categories) that share underlying services. For example, we have an integrated CRM, ERP, EMR, portals, etc. Not all users use all the platforms and, depending on the platform, they may have different
Mail Notification Templates
Im trying to customize with some html style commands (like box-shadow and position:relative;) and after save the code… some code desapear. What can I do to customize all my template with CSS styles?
[SDF-84657] Reply Template
Hi! I need to add a specific bottom text with variables to all new reply templates created by technicians. All letters sended by SDP should be in one pattern. Technicians should edit only reply text, but not all template. Is there possible? If not, how to disable this ability for technicians? p.s. where is html editor for reply template at least for sdadmin?
TLS 1.2
Hi all, How can I enable TLS 1.2 for Email sending and receiving?
Updates - Can I do them all at once?
HI, Updating service desk from version 10002 to 11007 this weekend. I need to install four update files to get to that version. After I stop the service to update - Can Install all four of them at once? Or do I need to restart the service between the updates?
Variables not referenced in task mentions
Currently running SD+ 11.0 Build 11005 When I mention (@technician) in a task the email the technician receives doesn't properly resolve variable references. Below is a copy and paste of what is received by the technician in the @mention - note that the variables do no resolve to their values but are sent only as text and hyperlinks go to the actual text (e.g. www.$associatedlink.com and www.$tasklink.com) . This defeats any usefulness of the notification as the mentioned technician does not know
[SDF-22422] Scheduled Reports - Admin Control
Hi there, As admin, I don't seem to have the ability to amend schedules for reports that have been created by another user. It's odd not to have the ability to change this as admin. If that user leaves the business the schedule will continue to exist and not be editable for me. Is there any way around this? Thanks, Dave
[Community Digest] ServiceDesk Plus - January 2020
Happy New Year!! We hope you all had a great start in 2020! We welcome you all to the ServiceDesk Plus monthly digest for January! Here is a quick recap on a few KB Articles, Announcements, Blogs, Popular forum posts and much more... Version and Build releases: New version 11100 (Released on 20th January 2020) for more details click on the link given below. https://pitstop.manageengine.com/portal/community/topic/servicedesk-plus-11100-released New builds, 11010 and 11101 (Released on
Create report and give access to specific users to it
I need to give access to specific users for some reports. Our build is 11010
Approval Reminders in Change Management Module
Is there anyway to add an approval reminder for any of the Stages in Change Management? I have a Role setup that will receive the approval notification on Stage 2 once Planning has been completed but if they don't respond to it the Change will sit in that state. Is there anyway to custom script or configure a daily reminder when it doesn't get approved or rejected?
Manage Engine migration
How to migrate the Manage Engine Service desk 9.4 one server to another server ( Old ME server is running on 2008 R2 ) Now need to migrate the Server OS is windows 2012 R2 we need old data's also new server please suggest how to completed the actvity
Query to show all tasks under a Problem
I need assistance to link tasks to a problem. I have the following query so far select taskdetails.taskid'TaskID', TaskDetailsOwner.FIRST_NAME 'Task Owner', Problem.Title 'Problem Title', TaskDetails.TITLE'Task Title', TaskDescription.description 'Task Description',StatusDefinition.STATUSNAME 'Task Status', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledstarttime /1000),'1970-01-01 00:00:00') 'schedule start time', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledendtime /1000),'1970-01-01
Is it possible to get a Standard instance if we're using an Enterprise instance?
We're using SDP 11010. We have two Enterprise instances set up (IT and another one). We have a department who wants to have their own instance for tracking things. It's two people and they have no need for tracking assets. So a Standard version/instance is preferred. According to your pricing, this instance should be free, but I can't figure out how to make this work. Is it not possible to have a Standard instance when we're using an Enterprise instance? Thanks.
Acknowledge requester at a request pick up
Hi there, I'm wondering if there is a way to automatically aknowledge the Requester when a Technician picks up a request. In "Admin -> Notifications Rules" there is nothing but "Notify requester when a request is assigned to a technician.", which is not what I'm looking for. I didn't found anything about it in this forum.. Thanks in advance
Reports
Hi, We have clients that are using the requester portal and they are asking if they are able to access reports that we have. I was wondering if there was a way to have a reports tab show or an easy way for client to review reports other than me emailing/scheduling report to be sent? Thanks, Jareth
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
SLA violated for certain group
Hi, I have the following query which shoes the sla's violated for all groups but im looking to group on service desk is this possible. Thanks Postgres Version : 9.2 Build 923 SELECT sdo.NAME "Site", count(wo.WORKORDERID) "Total", count(case when wos.ISOVERDUE='1' then 1 else null end) "Sla violated", count(case when wos.ISOVERDUE='0' then 1 else null end) "Sla not violated", case when count(wo.workorderid) > 0 then count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) *100 / count(wo.workorderid)
manageengine servicedesk plus 11 upgrade
Hi All, Would like to if anyone has upgraded SD Plus to version 11, I am bit confused about the EMS concept and API changes Is EMS a different feature or is it an upgrade? Currently I am using a licensed SD Plus standard version 10510, so what happens if I upgrade it to 11 thanks in advance
Export CMDB
Hello, how i can export CMDB information, from a custom categorie ? I want't to do that to facilate the visibilty on the cmdb to reorganise it. Regards, Olivier
ERRORCODE: 1008 Data inconsistency in Application tables
Trying to upgrade from 10.0 Build 10017 to the next version before it can be upgraded to 11.1, I get the following error.
Catalan language
Hello, Any plans to add the Catalan language in ServiceDesk Plus? Thank you.
[SDF-59469] Change Dependency
Hi there Is there a way to create a change dependency relationship? For example Change 2 "Set up FTP transfer" is dependent on Change 1 "Create firewall exception". So if Change 1 is delayed or doesn't happen then Change 2 shouldn't be done. Many thanks, Dave
Average Resolution Time
Hi Manage Engine Community! I found this very helpful report on the KB section of the PitStop which shows the Average Resolution Time based on Technicians and there was separate one for Group too! MSSQL SELECT aau.first_name "Technician",
convert(varchar(10), (avg(wo.resolvedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10), ((avg(wo.resolvedtime)-avg(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(wo.resolvedtime)-avg(wo.createdtime)))/1000%60)) "Avg resolution
SQL Query request - last Agent contact date with model filter
HI All, I'm looking for a SQL query showing a simple column list of: Machine name Machine model (with filter "Latitude") Service Tag Asset state (with filter "In use") Last logged in user Agent last contact time Thanks in advance for all your help - your an amazing team!
Query Assistance
When another field is NOT NULL, is it possible to run a DATEDIFF else "some text"? Something like this: CASE WHEN ("wos"."LAST_TECH_UPDATE" IS NULL ) then 'None' else DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wos.LAST_TECH_UPDATE/1000),'1970-01-01 00:00:00'),GETDATE()) END "Request Overdue", Thank you, Jim
WHERE DOES THE MAIL GO AFTER IT HAS BEEN APPROVED
Hi, After the mail has been approved, what happens next?
Error when turning PR into PO in purchase tab
When converting PRs into POs we have been receiving an error in red at the top of the screen that says FAILURE:null. We are currently on Build 11010 Is anyone else reporting this same issue? Is their a fix?
Upload the icon for Default request
Dear SD Team, I want to upload the icon for the default template as the PIc Your Version : 11.1 Build 11100
[SDF-46601 ] Dynamic Date in Custom Views
Hello, I would like to set up a view of all requests coming due this week (between Monday and Friday of the current week). There doesn't appear to be a way to set this dynamically so it changes from week to week. Instead, I have to set a hard date. It would be nice if the Views worked like the Reports, where you can set a dynamic range such as "This week", "Next Week", etc.
SDP ESM (build 11100) report to see what assets, licenses and software are assigned to a user
With the schema and table changes in the underlying database can we get some help in creating a report that shows what assets, licenses and software are assigned to a user? It would be great to have a place to specify the user even if we have to edit the report for each user.
Import Vendors ...
Cannot see any option to IMPORT Vendors. We have a long and varied list and would like to standardize the Vendor list by IMPORTING a CSV file. Is this possible?
Business Rules not activating
Hi, I have two Business Rules set to email a notification out depending on certain criteria. The Site Down rule works fine, no issues. However the Planned Server Shutdown one does not send an email. What am I missing? Thanks Lisa Database Name = Microsoft SQL Server Database Version = 10.50.1600 Current Build = 11005
[SOLVED] Can't change the ticket status to Open
Hello, we can't change the status to Open for the tickets when they're in an another status. It's a new problem, that we don't have for users on admin profile
Not able to start Servicedesk plus 9416 build post backup restore
I tried restoring backup for servicedesk plus build 9416 and post that its getting stopped and not coming up. Wrapper is getting stopped again and again
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