Implement OLA's alongside SLA's
Is it possible to implement OLA's (operational level agreements) alongside / in addition to SLA's? I need to be able to use OLA's to track performance of internal & external service functions that the ServiceDesk team rely on in order to successfully resolve requests in line with agreed SLA's.
Does ServiceDeskPlus support OLA's (Organizational Level Agreements)? If so, how?
We are new to this system, and trying to implement ITSM best practices in conjunction with ServiceDeskPlus. I don't see an option in Admin for OLAs or a means to create these through SLAs. Has anyone enountered this? If so, did you figure it out? All help appreciated!
Is there a way to re-assign an SLA?
Is there a way to re-assign an SLA that has been assigned to a ticket? E.g. we have the following SLAs: 1) SLA #1: Group = Level 1. Response = 30 mins & Resolution = 4 hrs 2) SLA #2: Group = Level 2. Response = 30 mins & Resolution = 8 hrs Scenario #1: Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. At hour 4 the ticket is still unresolved and they get an SLA Violation notice. Scenario #2: Our tickets go to our Level 1 team which triage
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
Count of Support Group assignments
I am trying to report on the number of Assignments made to different support groups. i.e. If a request is assigned to GroupA, then GroupB, then GroupC, then back to GroupA i would count this as 4 assignments. Is there any way that I can report on this?
API unexpected behaviour
http://<servername>/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=key&INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Open_System</value></parameter></Details></Operation> Response <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET_REQUESTS"> <result><status>Failed</status><message>Error when performing required
Prevent technician to create new requester while typing name on a new incident?
While a technician create a new incident, want to prevent to create new users (example misstype name). Is it possible?
Help SQL with query
Hi Folks - I have a query that returns all of my pending requests as long as Technician, emailid, request type are filled out. However, there are times people submit tickets by email, therefore, the Request Type isn't filled out. Can you help me adjust this query to return all Open requests where the technician is assigned, the request type is null and the status is open? Here is my query and I added the "Open" part at the end...Thanks!! SELECT wo.WORKORDERID "requestid", wo.TITLE "subject", std.STATUSNAME
[Webinar recording] 7 reports that will change the way you manage your help desk
In case you missed our webinar, 7 reports that can change the way you manage your help desk, here's a recording of the session.
ServiceDesk Plus 9423 Released
Dear Users, SDP 9423 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-70993 : Option to disable automatic delta scan. Admin >> Discovery >> Scan Settings. Issues fixed in 9423 Vulnerability SD-71557 : XSS vulnerability found in success/failure message pop-ups is fixed. SD-69428 : XSS Vulnerability in the Software Metering graph of the Software Summary page. Assets SD-70892 : In a certain scenario, issue
Closed vs. Resolved
New to Service Desk. What is the difference between closed and resolved when closing Incident Request?
Separate Line for Resource Info
Dear Support, Is that possible to make the Line separate in each as Mentioned in the PFA
ServiceDesk Plus 9422 Released
Dear Users, SDP 9422 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9422 SDF-69532 : Advanced Analytics integration for ServiceDesk Plus now offers reports on Project and Solution module. SDF-72903 : Support for Bulgarian language in ServiceDesk Plus Issues Fixed in 9422 Vulnerability SD-68374 : When a vulnerable license file gets uploaded, no proper error message is shown SD-69317 : Vulnerability:
SDP Report Query for audit history by changes
Morning, I'm new to this forum so I hope that this is the correct section for this question. Where or how can I get the query used in reports for audit history by changes?
Set Scheduled Start Time of a Task when Triggering from a Request
I have set up the triggering of a Task from a Request using the "Automatically trigger tasks once Service Request got Created" option on the Workflow tab of the Request Template configuration. When a Task gets triggered, the Scheduled Start Time appears to be assigned the current time when the Request is submitted. I have a date/time field on the Request that would be more appropriate to use as the Scheduled Start Time of the Task. Is there any way to set up an "On Form Submit" Field & Form Rule
Hardware video card
I would like the hardware report to state what video card is installed on a windows computer
report: Technician and roles assigned
I would like a report listing the technician and all the roles assigned to them. Please let me know Thanks you
Task: Estimated Effort change after upgrade
We've noticed that the time displayed in Tasks has changed from the actual time to only minutes. v9335: v9405: Is there a setting to revert the time displayed to the original format and not the conversion to minutes?
Allow Managers to see Employee's Tickets
In service desk plus each requester has a field for "reports to". Is there a way to automatically share tickets with the requester manager by using the "reports to" field somehow?
monitor asset
a monitor is a component asset, but, is it IT or non-IT?
Saving template issue
Since one or 2 week i notice i had issue when i was saving my template and now sometime i have to abandon the modification i have done because i does not save. thereis is a kind of wave on the top of the page seem to show it is doing something. but now, these issue increased as per update to 9422. i dig a bit in the logs and i found many errors in catalina0.txt. errors like : [16:47:31:363]|[10-16-2018]|[org.apache.tomcat.util.http.Parameters]|[INFO]|[88]: Invalid chunk starting at byte [25] and
Add 'Body' Paramter in Functions.py
Hi There - Can someone help me add the 'Body' (or whatever it's called) parameter in the send_email definition from the Functions.py script? # ------------------ Function to send mail ------------------- # sent to and ccAdd should be commma seperated email strings # configuration is a dictionary def send_mail(configuration,subject,text, toAdd=None,ccAdd=None): server = configuration['server'] port = configuration['port'] username = configuration['username'] password = configuration['password']
Solution template, use variables?
when i choose a template today in solution in a errand, i have to write my name everytime but i want that the system auto write "Best Regards - $Technician" and $technician should be changes to my name Jimmy from the system. Is this possible and how?
Import Site information using CSV
Does anyone know if you can import Site information using CSV to import the info? As I was trying to demo the product there was no option to do so, thus not allowing me to truly test the product since we have over 40 plus locations to configure. Such a tedious task. Please let me know because it does look promising.
cant start servicedesk
Hi, we are having some problems please Help me, 1-our program does not work. İ rebbot to machine and after cant start manageEngine. Attachment file a İ am wait 6 hours not work. İ try restart service doesnt work. Reboot wirtual machine doesnt work. İ try new installed virtual machine and download Service desk current version in another place installed. But i try restore dosnt work . i take old server backup file Attachment file b And i try new server restore. Stop service and run administrator command
Update from 9355 to 9400 Java OutOfMemory Heap Size Error
When trying to upgrade from 9355 to 9400 I keep getting the error Java OutOfMemory heap size. I've tried increasing the xmx specified in the UpdMgr.bat and backup.bat but this doesn't seem to have had any impact. Is there any way to workaround this problem, can I not take a backup when running this update. The VM is already backed up so worst case I can restore. I need to get our service desk updated to the latest as part of the TLS changes for Zoho integration so would appreciate any help.
Auto Refresh
Is there an autorefresh feature on the dashboard? Trying to keep requests in real time on our department monitor
Sql Query Help
Can you please help me change this query? I want to get rid of the queuedefinition.queuename='Terminations' and replace it with subject contains "Request". select b.workorderid, ataskid,btaskid from (select workorderid ,count(taskid) ataskid from workordertotaskdetails group by workorderid) a inner join (select workordertotaskdetails.workorderid, count(workordertotaskdetails.taskid) btaskid from workordertotaskdetails inner join taskdetails on taskdetails.taskid=workordertotaskdetails.taskid where
Launching advanced analytics for ServiceDesk Plus ticket history, projects, and knowledge base modules.
Hello there, We're happy to announce the launch of the latest version of Analytics Plus 3950. This release introduces out-of-the-box analytics for the following ServiceDesk Plus modules: 1. Ticket history Closely track your tickets from start to finish. Get visual clues into the number of times a ticket was reassigned, and use this information to identify bottlenecks in your ticketing process. 2. Projects Take complete control of your IT projects from planning, resource
custom report query
are update or delete query allowed?
Feature Request: Ability to create a new Request from Project
We'd like to see the ability to create a new request from the Project association tab -- similar to Change:
problem after update - "request template fetched sucesfully"
Hi, After update service desk, when I try to add new request or click on button "edit" on top of the request (should open new page to edit request details) I got error "request template fetched sucesfully" "Edit" button under request is working correctly (its unlocking fields) I try to change "Default Request" Incident Template but it doesn't help... Thanks for helping BR, Seweryn
How to notify others of tasks
Is there a way to notify requester/technician/users when a task has been completed or technician has put a comment on a task?
Rules 'Library'
I am developing a load of new Templates. For most of our Service Requests I was able to build a Default and copy it over, complete with Rules. Not so for Incidents and also for the odd Service Request that I have created from scratch. I was thinking that it might be good if I had been able to build my rules and save them to a 'Library', so I could reuse the common ones in both Service Requests and in Incidents. It would certainly make building a new Template a lot quicker; this is the bit that is
SDP: SDP does not log its actions
Hello. SDP does not log its actions. At all. All logs are empty. What could be the reason? And the solution? Sincerely. Igor Stepanenko.
Allow only logged-in approvers to take approval actions by setting Yes to Allow approval actions from logged-in users only .
What does this feature accomplish? How can non-logged in users approve a request?
Changes Tab for Requesters
How do you hide the Changes Tab from requesters?
Replace existing change manager for all uncompleted changes
Hi, is there a way to quickly replace one change manager with another one for all changes that currently do not have status completed? Thanks Michael
outgoing mail
Good morning, my name is Francisco from Panamá I installed the free Service Desk Plus up to 5 technicians and configured the outgoing SMTP mail, it tells me that it has been created successfully but when a response has been received and it has responded and then there is nothing and then the pages are closed. How can i fix this? Regards
Hide or Disable Description Field
Is it possible to disable the Description field when a specific option is selected from a drop down menu? The Description does not show in the FAFR for setup.
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