IT analytics in 90 seconds: Track your performance against help desk targets
Measure resolution rates against help desk targets to identify how far you're off target and improve overall resolutions using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
[SOLVED]Servicedesk Time wrong after Daylight Saving Time
Hi We are having an issue with Times in Requests after the Clocks went forward at the weekend. We are currently working on GMT London* time zone. When requests are being set the time is then being pushed forward by an hour. I've read forums about fixes but there are from years ago and didn't want to try them on the build we are on now which is Version 10.0 Build 10009 Thanks Steve
Create report to track CURRENT OPEN REQUESTS for each day?
I am totally lost on how to use the Report tool in Servicedesk Plus in a good way. I would like a graph (or table so I can export to Excel and make a graph) of how many requests we have Open at the morning of each day. I'd like the graph to show for each technician who has anything assigned to them, and also unassigned, and also the total amount. Put simply, I want a table that says something like this: Date John Billy Katie Total 2019-02-01 10 2 5 17 2019-02-02
Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
Idea - Automating escalation through Microsoft Teams for ageing tickets
Has anyone worked on automating escalation of ageing tickets to the support group leader's account in Microsoft Teams or Slack? The idea is send a chat notification only once to the support group's leader when the ticket has breached SLA and reached a threshold level (say delayed by 7 days). This is to add a sense of urgency to the ticket.
Solution Permissions by Technician Group
Is there a way to limit certain solution entries to only certain technician groups (much like the way we can limit it to certain user groups)? We have some solutions that we do not want to share with certain technician groups as they contain sensitive information they should not have access to as part of their job scope. If this isn't possible, can this feature be added in a new release?
Attachments list of requests conversations
Hello is there any setting can show a list for attachments of requests conversations?
Requests conversations setting
Hello Is there a way to collapse conversation in the requests by default. thank you
Approval Reminders - variables
Can we add more variables to the Pending Approval reminder notification. Currently we are only able to add 'MyPendingApproval' to the email body. This works for technicians whom are on their workstations and click on the link. For technicians, typically management, who are mobile the link provided prompts them to login to the mobile website. Once logged in they aren't able to view pending approvals on the basic web interface. Ideally we would like to be able to add the $ApprovalLink for the specific
Custom Report
Hi, I am fairly new to SQL. And i would like to create a custom report as I am unable to create this report with the wizard. Report should be of all workstations, where the Asset State is Expired. The report should contain the following columns. Asset Name, Service Tag, Manufacturer Model Acquisition Date Purchase Cost Warranty Expiry Date OS
How do I rearrange list order of IT Assets?
So my list of IT Assets under the tab Assets is in no good order at all. It starts fine with something on A and ends with something on Z. But inbetween there is no real order. In the screenshot you can see the order of the partial list is Switch Workstation - Laptop - Desktop Server Accessory IP Phone How do I rearrange this list? Preferably in self selected order, otherwise Alphabetically would be fine.
[SOLVED] Unable to pick up tickets from a department
All tickets sent in from one Department are now giving the below error when we try to Pick up the ticket. We can assign it to someone, but we can't pick it up.
Closing Tickets
Good Afternoon, We have an issue at my company where some people have troubles closing tickets from the link sent out in an email. The browser the person is using is Google Chrome and it is really hit or miss if it works. i was just looking for a solution for this problem and why this is happening. Thanks.
Import query initiators from Active Directory
Good day! When I try to make Import query initiators from Active Directory, then when I click the import button, I don’t have the whole structure of organizational units, how can I update or redefine it for ManageEngine ServiceDesk?
Add another tab to requests
Hi, Would you please consider adding another tab to requests? What we'd like is a tab entitled: Additional Fields Purpose: We have a lot of additional fields in our Service request templates, especially those dealing with Application Enhancement/Development. Those additional fields have to go onto the detail tab making it a bit busy looking. Under most circumstances only the technicians fill these fields in after the original request gets created. We believe having a separate tab for additional
Stop Timer Notes
Is there a way to disable the stop timer notes? SDP 9.2 Build 9217 MSSQL Thanks, Steve
New user request form and workflow
I'm just wondering if there is a standard/supported/best practice way of creating a New User Request electronic form and accompanying workflow, to automate AD user account creation entirely within SD+. In essence, I'd like for certain Requesters (Managers, Department Heads etc) to have access to a New User Request form within SD+ that contain the standard fields necessary to create a new user. Ideally, this would then be submitted as a ticket and assigned to a technician who would skim over it quickly
[SOLVED] Service Catalog form drop down items
- i have created a form with a drop down box (Pick List). - My question is how the requester select multiple items in the drop down box i created in the form. - How can i make the items in the drop down (Pick List) items be selected in multiple manner. Thanks in advance
[SDF-41306] No Reply From User in ticket notification
We often have several requestors cc'd on tickets. When the technician receives a notification from the SDP the notification only lists the official requestor on the ticket and NOT the person that actually replied. I've looked through the variables available in the notification template and don't see an option for adding the user that replied to the template. Example: User A creates request w/User B cc'd Technician replies to request with User A as the To and User B in the CC User B replies to technician
Forms: Smart workflows / rules
I'm working on a form that contains many field/form condition rules. If field is 'Yes' show this field, mandate this field, etc... Is it possible to have an action from separate rules action another rule? For example: - Rule 1A: Show field ABC if answer is YES in field X - Rule 2A: If field XYZ is YES, then set field X to YES I want Rule 1A to run automatically if Rule 2A completes (changing field X to YES shows field ABC). My workaround right now is to remove field options from field X to only
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
Enable Embedded Pdf files for solutions
It would be very cool if you allowed for PDF files to be embedded into solutions
(SOLVED)Merge requestors and keep history
Hi, I have seen the possibility to merge requestors in SDP, but my scenario is as follows: We are underway to change AD-domain. All our users will be able to be mergered once the new domain is synced to SDP. However, we want all the history of each requestor to be merged as well. Will the history of each requester follow the merge or will it be lost?
[SOLVED] Report of roles and permissions
I need a in a matrix report showing all the defined roles and their corresponding permission
SD+ Cloud - Enterprise Service Management
I just received the announcement about the new enterprise portal for the SD+ cloud version. This is a feature/functionality we the community have been asking for a while -- is there an ETA for the on prem release? --------------------------- One organization. One portal. Multiple instances. Your IT service desk isn't the only place employees go for help. Just like IT, departments like HR, Facilities, and Admin have long been the backbone of organizations. That being said, these other departments
WORK WITH TWO DIFFERENT OPERATIONAL HOURS
I HAVE TECHNICAL SUPPORT IN MANY COUNTRYS WITH THE OPERATIONAL HOUR IS DIVIDED: OPERATIONAL HOURS - START TIME 09 END TIME 12 - START TIME 14 END TIME 18 BUT THE SYSTEM SDP DOESN'T HAVE THIS OPTION TO WORK WITH TWO DIFFERENT OPERATIONAL HOURS AND THIS IMPACT TO MY SLA. THIS IS VERY IMPORTANT TO MY COMPANY .. DOES ANYBODY HAS THIS NEED? RGDS CARLOS JUNIOR
Technician gets unknown error from API
Hi In one of our templates we're using a form and field rule script that gets information from the CMDB. It works fine for everyone except for one user. When looking in dev tools and network I can see that the API respond with an unknown error: {"API":{"response":{"operation":{"result":{"message":"Unknown error.","status":"Unknown error.","statuscode":3001},"name":"read"}},"version":1}} We're running version 9420 but i've experienced this problem before in version 9326 however that time the problem
Set default update request status for reply
Good Day, Whilst replying to a Ticket one can update the status for example to "waiting for response" in order to pause the SLA. However, the status needs always to be selected by the technician manually. Is there any possibility to set for example the "waiting for response" status as a default when a technician replies? Thank you for your help!
[SOLVED] Query Report | Add windows version to query
Hello, Is it possible to add the windows version to this query? SELECT MAX("resource"."RESOURCENAME") AS "Asset Name", MAX("product"."COMPONENTNAME") AS "Product", MAX("aaaUser"."FIRST_NAME") AS "User", MAX("deptDef"."DEPTNAME") AS "Department" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID" LEFT JOIN "ComponentType" "productType" ON "product"."COMPONENTTYPEID"="productType"."COMPONENTTYPEID" LEFT JOIN "ResourceState" "state"
[SOLVED] Automated closure of incidents
We have 30-40 requests per day that come in to our ServiceDesk that we would like to automatically close. We need to keep them logged, otherwise we would just delete them. We can come close by editing several issues at once, but then they still need to have a resolution manually entered, one-by-one. Is there a way I am missing that would allow us to do this?
[Tips & Tricks] Approval actions notification with customization are available from 10004 build.
Older builds of Service Desk did not have customizable notifications for specific users on scenarios when the approval action is taken on their tickets. Now we have the following notifications available from 10004 builds of Service Desk. Enable/Disable following notification for requesters (Admin tab -> notification rules -> requester tab) Following notification can be enabled for users (Ticket Owner, Requester, Editor and Approval Sender) Next - [Tips & Tricks] How to effectively use mentions
Remote Desktop session completion user notification alert not available
HI, Kindly be informed that we are using Manage engine SD Plus 9.4 Build 9425 using agent based remote desktop connection. After establishing the remote session there is no alert or notification from users side to confirm the remote session active status and there is no remote session status bar for active session as well as disconnection. Requesting you to kindly provide solution on this regard. Thanks & Regards, Rajesh.B
[SOLVED] servicedesk (again) refuses to start
hello All of the sudden our servicedesk program no longer works. I went into command prompt as administrator and ran the command startdb.bat System reported back 'Database server successfully started' I then used the changedbserver command, which reported back 'OK' Product version from installed location: 10014 Product version from database server: 10014 When starting the service desk however, I got the same problem again, namelijk after the message that service desk was starting, a lot of dots and
Please Scan Barcode Message
I'm trying to start our asset database by scanning vendor serial barcodes. Once I scan the code and fill in the subsequent information and hit ADD ASSET I'm getting the message "please scan barcode" up in the barcode field even though the data is there. I found you can't hand key the data (weird) so right now I've configured my cell phone to work as a scanner which works perfectly. It's transferring the number exactly as it is on the laptop, but the software apparently won't accept it. Does the software
Incident catalog is not scrolling
Incident catalog is no longer scrolling down in 10016, worked fine in 90xx. While I appreciate there is now a search feature, being able to scoll down that list from the Requests screen was crucial. Please fix this feature.
Expand all notes in build 10000
In previous versions I could read all notes without expanding them. That is great if I need to followup on the case. But in build 10000 I must manually expand every note to read them. If there is alot of notes I must do many mouseclicks to open them all. Please add a "Expand all notes" button.
Not able to upgrade ServicDesk Plus 9335 to 9400 as per upgrade sequence
I am getting error as below --- Workorder to multiple CI Migration is not complete. Please refer link --- Sending attachment -- I followed instruction provided in link as below --- Workorder to CI: Go to the Reports tab and click New Query Report. In the Query Editor displayed, paste select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; and click the Run Report button. The result must display "true" under the paramvalue
[Tips & Tricks] Field-level encryption
Hello folks, Field-level encryption provides the capability to encrypt sensitive data in specific fields. This allows you to securely upload user-submitted sensitive information to your web servers. The sensitive information provided by your users is encrypted at the edge closer to the user and remains encrypted throughout your entire application, ensuring that the data is handled only within the applications that need the data. As you may be aware, we can add additional fields in ServiceDesk Plus
Delete Support Group in SDP
Hi Everyone, I need to delete all previous support Group in my service desk plus but i am not able to delete them . Is the any possible to remove all tickets from SDP and refresh it to the default without any side effects be able to have a new policy or etc . Thanks Hamid
Upgrade issue from version 10000 > 10016
I was trying to upgrade from version 10000 to the latest version and I received this message.
Next Page