question about - Change custom trigger
Wonder is action could assign a change manager based on a criteria.
9418 requester portal not mult-lingual
Just tested the new 9418 (well 9419 actually) and discovered they changed the widget to raise a new ticket in the requester portal. Basically there's 3 options: - Create an issue - Request a service - View all solutions Turns out these options doesn't translate like the rest of the product. So if you have the multi-language edition, be careful berfore you upgrade past 9417! Someone asked this in another thread, and got no answer, so I'm gonna try: Is there any way to bring back the old widget? /Rasmus
[Free webinar] 7 reports that will change the way you manage your help desk
Today's help desks generate so much data that without the right reports, it's impossible to get any useful insights from it. This is why we're offering a free webinar to discuss important help desk reports that are guaranteed to inspire and impact your management decisions. In this webinar, you'll get answers to key help desk questions, such as: 1. What's impacting SLA resolution times? 2. Why aren't customers satisfied? 3. Why are technicians frequently rerouting tickets? Date: October 18, 2018
Survey Report result
I run the following query but only get months 1-8 January Through August but should be get 1-9 with September SELECT DateTable.YEAR 'Year', DateTable.MONTH 'Year/Month', SentTable.SENT_COUNT '# of surveys sent', ReceivedTable.RECEIVED_COUNT '# of surveys answered', (SentTable.SENT_COUNT-ReceivedTable.RECEIVED_COUNT) '# of surveys unanswered', (ReceivedTable.RECEIVED_COUNT*100)/SentTable.SENT_COUNT 'return %' FROM ( ( SELECT YEAR(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000)) 'YEAR', MONTH(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000))
Reporting on Custom Field (Not Common)
MSSQL SDP 9.4 Build 9419 Hi i would like to run the below query but i need to include a field called "Category of the Request" with the below details: API Field Name Type Column Name udf_pick_1216 Pick List - - UDF_CHAR32 SELECT "wo"."WORKORDERID" AS "Request ID", "scf"."GUDF_CHAR2" AS "PR Priority", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "wo"."TITLE" AS "Subject", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician",
Reports
Hi, a: how do I disable System-Reports ? For legal reasons we want to disable (better: delete) certain reports, especially those which show data about people (ie technicians and their workload). May sound strange, but thats life. Otherwise: b: If we have reports A B C and we only want person A see report A and B-B and C-C and so on: how do I create such a role? Or can I create reports for groups? Thanks for your help SDP Build 9416 Nicole
reports
scheduled reports only on weekdays
Yes/No questions in resource fields SDP
Hello, I was wondering why, when creating a question in a resource on a SDP form, that the yes and no on the drop down flip around and alphabetisise themselves? When creating the form and pressing the drop down, Yes appears at the top, and No at the bottom. Upon saving the changes to the form, these flip around with No at the top, Yes at the bottom. Is there no way to order these two options how you would like them? Hope this makes sense! Thanks
Problem after 9417 upgrade
Hi Upgraded my SDP 9414 to 9417 last night and after upgrade the small box to the right that show if other technician look at the same case does not show up at all now. I have the same error on my test environment. Is this a bug or a new setting that must be enabled?
Performance Issues
We're still experiencing performance issues with our new 9414 build. Pages and data take awhile to upload or refresh. We had a support call yesterday and completed this step in our db: ALTER DATABASE servicedesk SET ALLOW_SNAPSHOT_ISOLATION ON ALTER DATABASE servicedesk SET READ_COMMITTED_SNAPSHOT ON Are these steps still valid for v94 and above?: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100006.html
Export all ticket values from a specific additional field to a csv file
Hello, We have created an additional field called Location for incidents. This is an open field and the requester has freehand to input the desired value on the field. We want to know if there is a way that we can extract all this values from that specific Additional Field called Location to a .csv or .xls file to then add them to a pick list additional field. Regards, Jose
Any new server software requirements for 9420?
Hello. I have SD version 9204 and would like to upgrade to 9420, so I wanted to know if latest version requires any different prerequisites? For example, some systems require new version of Java, MS SQL, etc. to be able to upgrade to a higher versions. I tried to find info about SD requirements per version but found only general ones here https://www.manageengine.com/products/service-desk/system-requirement.html So I wanted to be sure if I need to change something or not. Also, if I am not mistaken,
Notify Task Creater
Is it possible to Notify the creater of a Task when a Task is completed even if the request is not assigned to them? Thanks Jonny
Search by Task ID
Can we add the ability to search by TaskID in the Global Search. It is very inconvenient to have to search through the main task list or through a Project to find a task. We're not sure why this hasn't been implemented yet unless there's some technical reason.
This file is loading slow -- sdp-icons-pack1.png
What is the purpose of this file: /images/sdp-icons-pack1.png? It is loading very slow on SDP: about 4 secs.
System Log Message - How do we know what was updated?
System Log Message - How do we know what was updated?
How do you manage onboarding/offboarding tickets?
I want to automate certain tickets based on category. Specifically, if I have a category "Job Changes", with a sub-category "New Hire", I want to automatically populate tasks like create AD account, assign/configure phone, assign computer, etc. I have SD Plus Pro.
On Hold requests and SLAs
Hi there, just a quick question. If a request has a Due Date set by an SLA, then is put On Hold. While the request is On Hold it passes the Due Date. When the request status changes from On Hold -> Open does the SLA recalculate the Due Date or will it violate (red flag) the request because its still open passed the Due Date that was originally set by the SLA? Regards, Willus
Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
requests
Is there any tool which can leave group reminder but per request... for me important is that it could pop up. that's why notes is useless for me, I need it to pop up
Service Catalog - Is there a list collector field type in SDP?
I am currently building a service catalog that requires users to select 2 or more options from a field. An example is -- I want the user to select 2 or more countries from a list of countries. However, there are approximately 196 countries in the world today and using tick box will consume too much space in the UI. When I was working with Service-Now a few months back, there is a field type called: List Collector. Is there a similar feature in SDP? The list collector looks like this:
Has anyone experienced problems with custom translations in SD 9420?
Some of our custom translations aren't translated anymore, after we updated to 9420 or maybe 9414 before that. Has anyone else experienced the same thing? Trying to figure out if I should create a support ticket with ManageEngine... /Rasmus
Add user instructions to Incident Template
We are having continual issues with users not logging all the information we need to solve their problems. I would like to add some text instructions to the incident template with a list of information that should be included if relevant. Is there any way to add static text that is not in a field onto the template? Alternatively I could add a multi line text field that is not editable, that has the instructions as default- however I would need the field to go across the whole width of the form (same
Implementer cannot see changes on calendar
When a user is the implementer and not the requester on a change, they are not able to view see it on the calendar.
Export to CSV
Hello Support, I am looking to create a query to export data within a certain range to a CSV. The information I am looking to have exported is Category, Sub-category, Request Mode, Technician, Created Time, Completed Time, Subject, and Resolution. Please let me know if you require more information. Regards, Chris
Attachments being embeded
Hi, We have a requirement sometimes for email attachments (*.MSG) to come into Servicedesk as attachments, yet Service Desk Plus trips the attachment and embeds it into the email. Do you know how to keep these from being embeded?
technician rule for ticket status
does anyone know if there is a way to auto set the ticket status when I assign a ticket to a certain technician. I have 40 technicians and some work nights i would like to change the status from open to something else without having to go into each ticket. i looked in business rules those only work for new incoming requests
Making some fields mandatory when closing a particular template
I need my technicians to fill out some extra resource fields when closing one particular template. I tried to get this to work in field and form rules but it would not work. What is the best way to do this?
Notification
We have a scenario where for ex: Training Dept to setup some laptops on a specific date in the training room through Calendar. The Help desk techs get the request when it is created and it is sent to them as an email. Now, is there a way that all the tech can get notified 1 hour prior to the training so someone does not forget that a laptop needs to be setup and in that way at least someone takes care of it, if the main people who accepted to set it up are not available, I hope I am clear in this,
Backups Take FOREVER!
Is there any way to improve the backup process? After finally upgrading our Production servers to 9414, it was just a drawn out process. Add to that the fact that I do these updates over a remote session, I have to watch nothing happening while I make sure my remote session doesn't crash. So I have a couple of points to suggest more like a rant with purpose. 1. If you are going to check for ANYTHING (in this case the master key) do it FIRST!!!! Don't make me wait for 20 minutes, ask for my key, then
ServiceDesk Plus 9420 Released
Dear Users, SDP 9420 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9420 : SD-71359 : Configure Agent's TLS Protocols and Ciphers to secure communications from within the Agent side. Configure it under Admin >> Windows Agent Configuration >> Settings. SD-73273 : Field and form rule configured with the "enable field" action for incident template does not get applied to request form. SD-73254 : Asset
AD Import schedule once an hour instead of once a day
Hello, We add employees quite often and have to continuously manually run the AD User Import process in SDPlus. Is there a way to schedule the AD import once or twice an hour, or perhaps is there a command line that I could script myself? Another option would be to have a one-click shortcut that would import users with the existing OUs already set. The current method of drilling down multiple levels of web pages is cumbersome and time-consuming. Thanks!
Get Attachments from REST API for version 9.0
Hi, I have a problem with getting file attachment and file attachment list API The service desk plus version is 9.0 My API address is https://request.fanap.plus/api/v3/attachment?format=json&TECHNICIAN_KEY=4AB1C943-9E69-4F3A-B91A-07E291CAE2F6&INPUT_DATA={“ATTACHMENT”:{“REQUEST”:{“ID”:”160”}}} and the response is { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Input data with entity and entityid
Emails to Notify after Approval
Is it possible to configure the mail notification in Emails to Notify to only be sent when the request is approved by the Approver?
"Configuring Role Based Approvals" - ServiceDesk Plus - OnDemand Cloud
Is this possible in the Cloud (OnDemand) version of ServiceDesk Plus?
Approval Workflow
I have a need to manage several approval tasks as follows; 1. Ticket created by person A 2. Approval Sent to Person A's Manager 3. Approval Sent to Person B's Manager (Person C) if conditions are met (if field x is Yes add this approva) 4. Approvals never to reach beyond Person C (so if person B creates the requests and reports to C then it only sends one approval) I can acheive 1 and 2 through $REPORTING_TO$ in the approval task but not sure how to aheive the rest. Would be happ if the condtion
How to add columns in the template that allows you to write and others that do not.
Good morning team, I'm creating a template and I need to put a table as attached image, where the first and second names are fixed, and the last line allows you to enter numbers. Is it possible to do this and if so, how should I do it? BestRegards Eufrásio
Data Look up
I have placed a new field on an Incident template which I want to be populated with details associated to the requestors name, the information required is on the user table, is it possible to do this in SDP?
Scanned Software not loading
Hello All, When I click onto the Scanned Software portion of SD I receive the outlay of the page but the scanned software never actually loads; it gets stuck on "Processing...Please Wait...". Most likely a browser related issue but I have the latest versions of IE & Java installed so I'm not sure what's causing the page to hang. EDIT: I have tried using Google Chrome & Firefox and both come back with the same issue Any help would be greatly appreciated, Ryan
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