[Blog] 8 significant stages of Asset LifeCycle
Every organization has assets. Your organization must be having assets too and managing them is always a challenging exercise. This is why the term life-cycle is very crucial in asset management. IT assets are generally managed using IT asset management (ITAM) software and a key process within asset management is the understanding of the asset life cycle. This gives the organization complete visibility and control of its IT assets. Here’s an interesting fact: In a recent analysis by Deloitte, it
[SDF-33164] Feature Request: Ability to upload/sign documents
We'd like the ability to add an Adobe esignature in the browser preview screen or the ability for approvers to upload via the Approval screen. Use Case: Following a submitted contract ticket, the details are sent to various signatories. These individuals review the contract details, contained within the ticket, and then esign a PDF document. We're trying to remove some of these manual steps and would prefer to have the ability to add an esignature via the browser preview window or the ability for
Custom Report Query - Status Change
Hi All, We're trying to implement some auto closure rules so that when a technician places a job into a specific status (in our case it's "Awaiting Requester") that we can have them auto close within 3 days if no response is given (if there was a response, it would update the status). I've found a few articles on how to achieve this (https://pitstop.manageengine.com/portal/community/topic/how-to-automatically-close-unanswered-tickets) however they seem somewhat limited as they could potentially
Automatic Filtering
Good day, It would appear as though at this time the only options that filter based on a previous input is 1. Category defines the available options in 2. Subcategory which defines the available options in 3. Item Does SDP posses the ability to link other fields and filter for example: If I create a new "Request Type" can I cause the request type to filter "Group" to only display relevant groups defined in a custom matrix. Likewise I would like to for example start with "Service Category" which
Support portal widgets
Hi, I'm reasonably new to the support desk thing and have provided the link to the Support Desk Portal to a number of clients. I noticed you can add widgets to this, does anybody have code for these widgets? or know somewhere I can find widgets to use for it? Thanks, Jareth
Deprecating version 2 REST API
Dear Users, We are deprecating the version 2 (/sdpapiv2/<modules>) of REST API for all the modules in ServiceDesk plus. At present, the following modules support version 2 format: task, worklog, solutions, attachments. These changes have been done to bring consistency in the format across modules. The support for version 2 will be completely removed from Jan 2018. We are pleased to inform that version 3(/api/v3/<modules>) format of REST API has been released already for all the modules
Update Service Desk to 11 stuck at Applying DB Level Changes
Hi guys, I'm trying to update a SDP installation from version 10513 to latest 11 available but I can't because I obtain an error during "Applying DB Level Changes" step. For your convenience I have uploaded pgsql_Tue and updatemgrlog0 logs on Dropbox, but I prefer to share to you the link using email (I'll reply to your email after ticket opening). Thanks in advance for your support.
Query: Linked ID created date
We have this query to generate request based on their created time. It also includes all the request linked to the request. How can we generate a report that would only include the linked request that is based on their created time? Only request created within a month will be generated the same as the linked ID. Ex. ID#1 (created date: 10-24-2019) linked with ID#2 (created date: 10-26-2019) & ID#3 (created date: 11-03-2019) Only ID#1 and ID#2 will be included in the report if the Created Time parameter
[Free e-book] 5 cost-saving opportunities in the IT asset life cycle
Organizations tend to overlook opportunities to control IT costs, particularly when it comes to IT asset management. This e-book outlines five cost-saving opportunities in the IT asset life cycle, from asset procurement to retirement or disposal.
Technician Actions Report
Hello, I need to be able to clearly report on what my technicians are doing. I can see how many calls they log/close, but not how often they touch/update a call, so if possible include Edit call, Add notes, send email, etc. I've found the below query previously shared, however I'm not sure it works correctly as I've ran it for today and none of the actions taken by me today showed on the report If I could get an update versions, ideally it would have the same fields, without the grouping, but with
Project Report with Comments
Support, I would like a report that shows the project with the comments for the project. For now I only want to include the comments for the project, and not the milestones or tasks associated with the project. I would also like the report to only show requests that are "Open", "On Hold", or "Work in Progress". Please have the report ordered by Scheduled Start Time. Fields I would like to include: Project ID Project Title Project Status Scheduled Start Time Scheduled End Time Comments
Survey functionality extremely limited
The survey functionality is extremely limited - having just the free-text field and no other options like drop-downs, radio buttons, etc means that it is almost useless if trying to conduct a meaningful survey. Users are not going to be typing lots of text, and you want to be able to use some field options (like radio buttons, etc) to be able to do proper analysis of survey results.
Single Side One Chrome Browser
Hello, we would like to log in and stay logged in to the SDP portal or at least that the username and password are saved. Unfortunately this is not the case. After some time has passed, the login data has disappeared from the login screen. Does anyone have an idea or a tip for me? SDP Version 10.5 Build 10512 Thanks for your help
change istance name
Hi team We recently upgrade to the new version of servicedesk plus. And I'm looking for EMS features.. Is it possible to change the name of the default istance IT Helpdesk? thanks Stefano
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Auto-Close Updates
HI, When Requester does not close the request: it should auto-close. When a Technician Update Request with Closing remark & the requester does not close the request. Such request Should be auto-close with time frame. Can this be achieve in current Build.
Showing effort across days (Availability Chart)
We'd like to be able to show effort for a task/request/change in the calendar. Currently the calendar shows the count of events that are due on a specific date. This information is useful but it does not show how much a) time the technician allocates to a task (effort) and b) available cycles for the week/month Pie in the sky is to have a resource utilization chart similar to what is available in ZOHO Projects. https://www.zoho.com/projects/resource-utlization-chart.html SD 9311 Enterprise MS
Convert Incident to Problem
I know it is possible to convert an Incident to a Service Request, but how would I convert an Incident to a Problem? The initial user report has been resolved with a workaround. The Incident ticket has information including the troubleshooting that was done that I would like to include in the Problem ticket where we dig down to actually fix the back end. Joanne Rogers
SMS alerts for Requestors
My biggest issue is with SMS alerts for Requesters', why is this feature still not integrated??
Unable to generate the report
Below error occurs in Report tabs Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Unsupported Image Type at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:58) at net.sf.jasperreports.engine.util.JRImageLoader.loadAwtImageFromBytes(JRImageLoader.java:167)
Survey Report- NAme of Skipped Users
I want to get the report for Skipped users and uncomplete users list, also can we remove the skip button from survey email
Report with IP address
I want to be able to print a report of workstations with their assigned IP address, I can't seem to find a way. Pls. help.
Script Master - 6: How to create new requests automatically based on field or resource values in parent requests.
Hello users, Wishing you all a very happy new year 2017. Today's Script Master's post will help you to trigger the creation of a child request in ServiceDesk Plus, based on the values in certain fields of the parent request. The request id of the child request is captured and added as a note to the parent request. Also, the request id of the parent request is appended to the subject line of the child request. This is done by using an API call to create a request in ServiceDesk Plus.To add the
ServiceDesk (version 1107)- Software Licensing
Hello to All of you! We are working on another/better way of keeping track of our Software Licenses, so we thought we would try doing so in the Asset Module of Service Desk. The scanning portion, however, is being done through Desktop Central. Is anyone else doing it this way? When the versions of Desktop Central or Service Desk is updated, is it normal that it seems to rescans all of the devices again? I find that I have to reallocate my licenses again, possibly audit some as the rescan misses
Change of status on client's reply
Hello, We've created a status called "Solution Provided", it's a status that comes before we close the ticket and it stops the timer. Every time that the client answers an e-mail to a ticket on that status it returns to "In Progress" and sometimes we miss the SLA because we got a "Thank you" from our client. Is there a way to create a status that doesn't change when the client answers?
Can not select cluster listener MS SQL 2017 AlwaysON
Hi there, We have two MS SQL 2017 Server and they working active/standby in AlwaysON Availability Group in our product enviroment. Fist server address 172.20.18.81 , name ara-1.egisbilisim.ofis Second server address 172.20.18.82 , name ara-2.egisbilisim.ofis Cluster address 172.20.18.83 , name ara.egisbilisim.ofis Running "ManageEngine\ServiceDesk\bin>changeDBServer.bat" and select server type "sql server" , write host name "ara.egisbilisim.ofis" and click the next tab. Host name automatically change
Time Spent Calculation
I'm using MSSQL as my platform. I would like to know how to calculate my own time spent between 2 dates. Clearly SDP does this for me in the WO_Group_Info, WO_Tech_Info, and WO_Status_Info tables, but this is NOT what I'm looking for. I would like to know the underlying code that does the math and logic. I would imagine that something within the system if factoring in HoursOfOperation, DaysOfOperation, HolidayDefinition, Hold_Period_Group and/or Hold_Period_Tech. I've looked through the functions
Business Hours
I'm trying to write a MSSQL query that looks at different time intervals during a ticket's life. For example, if I'm looking at a ticket that has a createdtime of '2019-11-20 09:52:11.000', missed SLA at '2019-11-22 14:53:54.000', but was only assigned to the proper personnel at '2019-11-30 13:50:09.000'. Essentially, I want to calculate the time it spent in the service desk queue waiting to be assigned to the proper department. Normally, I would just write a query like: select DATEDIFF(hh, '2019-11-20
Inventory Report with Product Name
Dear Support, Please help me out in generating this report to reconcile the assets with our current Inventory. which includes Employee ID User, Department, Last Logged in User Site Location Region Asset State CI Name Model Product Name Product Type Manufacturer Vendor Part No. Purchase Order No. Cost (Rs) Serial number Service Tag Asset Tag Org Serial Number Barcode OS Disk space Total Memory IP Address Mac Address Processor Name Current Asset Value (Rs) Acquisition Date Expiry Date Warranty Expiry
{SDF-84264} Confirmation Dialog options
Since SDP is mostly browser based, is there a way to add confirmation boxes when a user may have accidentally hit a button to navigate away from a page. Sometimes accidentally hitting the back button or mouse keys that jump back a page can cause the user to lose all the data entered into it. None of the pages in SDP seem to have any confirmation dialog boxes...seems like an odd thing to leave out for browser based software.
Report needed- count of closed within time windows by technician
Hi, I'm needing a report and I can't seem to come up with it. I am essentially needing a count of tickets closed by technician within certain periods, based on createdtime and completedtime into "buckets" of 0-23 Hours, 24-47 hours, 46-71 hours, 71+. In other words, how many tickets were closed by each agent in less than a day, 1-2 days, 2-3 days, or longer? I can't seem to modify any queries successfully to pull this off, though it should be fairly simple.... can anyone help? Thank you!
[SDF-37160] Desktop Central to ServiceDesk software license replication
We have been users of ServiceDesk and Desktop Central for quite sometime. Recently, we have upgrade the ServiceDesk to Professional to enable integration with Desktop Central. It would be nice if the software licenses maintained under Desktop Central could be replicated to ServiceDesk. We are having to enter the licenses in both places for all parties to get a consistent view.
ESM - Why does it kinda suck right now? Spoiler - NOT DONE
HI, Pretty disappointed that with the new ESM you can't: 1) Migrate existing tickets to new site. I already have multiple support groups in my instance, Was hoping to segregate out my teams. But you can't migrate your existing tickets!!! what? Oops? so I need to tell my company we are going to have to start over with servicedesk in order to make new sites?? really?? I know there are scripts that supposedly migrate tickets but I am told they don't bring everything.What about our existing tickets?
[SDF-48997] Preventive Maintenance Task
Hello SDP Team It will be more convenient if there is a disable option for Preventive Maintenance tasks. Regards Rayeez
[SDF-84310] Service Catalog Configuration
Can you add the ability to change Service catalog descriptions for the categories themselves to the active templates view, and when you expand allow another tab to open so you can either edit the template within the category and keep track of which template you are on somehow or if that is not possible make it so when you click back it keeps the list expanded. Here is the reorder screen, you cannot make changes here, and moving these items around is counter intuitive, it would make more sense to
Report for work log/time spent
I've looked over a few threads but couldn't find the one i really needed. I'm looking to make a report for No time entry AND the work log description with no notes added. I see where you can run a report for no time entry but I do not see a field for "work logs = none". Is this possible? I wonder if it's worded differently
Calculated Field - Days Between 2 Dates
Hello, I am working on a Field & Form Rule that will trigger an "Execute Script" command On Form Submit. I have a custom date field called "Pending Initial Review". I want the script to calculate the days between CREATEDATE and Pending Initial Review and place the integer value into a field called Pending Initial Review Days. Here's what I have so far but I'm getting the following error "Please provide numeric value"). var date1 = 'CREATEDATE'; var PendingInitialReview = 'WorkOrder_Fields_UDF_DATE12';
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
API v3 Add Attachment To Ticket
This is the code that I have cobbled together based on various resources, such as the public beta documentation and the API documentation in my tenant. $ApiKey = "API-KEY-GOES-HERE" # Technician API Key $SdpUri = "https://servicedesk.contoso.com" $RequestID = "111111" $input = @" { "attachment": { "filename": "@C:\temp\test.txt", "addtoattachment": true, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/$RequestID/attachment"
Can't reset admin password
I was setting up a new copy of SD Plus a while ago and got pulled onto something else, now I've come back to it I find I stupidly changed the administrator password and didn't make a note of it. I've done quote a lot of configuration so I'd rather not start again. This is build 10514 I've followed the procedure here - https://www.manageengine.com/products/service-desk/on-premises/faq/service-desk-administration.html#AdminUser13 But when I use the command - mysql.exe -u root -P 33366 servicedesk I
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