Priority not resetting based on matrix after initial change of urgency impact
I saw this reported problem and i am having same issue with latest version, 9.3 Build 9335. What is the status on a fix or workaround? SD-58542 While creating request when choose the impact and urgency the priority is auto populated .When i again change the impact or urgency the priority is not auto populated. May 02,2016
Adding work log on Request screen
Is it possible to add a work log via the request screen. I know we can add a resolution, however it would be great to add the work log, edit the ticket and resolve on the one screen.
Create a report for completed tasks
Hi everyone, I need to create a report of completed tasks this past month and I am not sure which options to choose when I create a custom report. I want it to show me the technician, and how many tasks they completed in the past month. I am using POSTGRE and out version of Service Desk is 9.4 Build 9400. Thanks for the help!
How to change Excel Report Format
Hi, is there any way to change the Excel Report format to not showing the header (such as company logo, report title, etc?
Technician Groups
Can't seem to delete these, any ideas? Get a module in use error, yet there are no calls assigned or open?
Query Report - List of Not Used Technicians and Requesters
Is it possible to create a query report of Technicians and Requesters who has not logged in for more than 30 days? We would like to know users who are not being used in Service Desk anymore.
Rename existing fields
Hi Is there any way of renaming existing fields? I'd like to rename "Emails to notify" to be something that the users would understand e.g. "CC:" 12 years ago you spoke about this functionality, but I haven't seen it yet. Cheers
Assigning assets to more than one user
We have a need to assign assets to more than one user as we have a lot roles are shared between 2 people. Only one is on site at any particulare time but we need to be able to have users logging calls based on username and asset. I can't seem to find any way to achieve this. Am I missing something obvious?
9409 build "Health Meter"
Why is this feature called a "health meter"? Unless I am missing something, it just lists all the properties of the system. It's a nice little option but in no way indicates the health, good or bad, of the system. Suggest re-name it "properties" or something more in line with industry standard. Or am I missing something? Just something I noticed.
Contract tab in Software License
Is there a way to hide the Contracts tab in Software Licenses?
Asset import
Hello I've a stock management software and I want to migrate to SDP asset management, any suggestions or best practices to do this migration and move the asset's data to SDP?
Copy Incident/Service Templates to different server
Like many others, we have 3 environments, DEV, TEST, and PROD. Has a way been developed to make a single copy of an Incident Template and then copy those to the other servers in their entirety? I know this has been asked before but I think it's been a while. I was hoping the new framework would allow for this. Obviously it's a huge pain, if you have a complicated template, to MANUALLY, re-create it 3 times. Just asking for error. Thanks David
Feature request - support self-signed certs for POPS/IMAPS
I tried submitting this through support/feedback. The response I got back suggested I wasn't being understood, so I'm going to try one more time here. We would like to use internally-signed certificates to secure POP3S. In our environment, ManageEngine SDP is the only POP3 client we have; there is no public access. Therefore, there is no justification in forcing us to purchase a "trusted" certificate signed by an external authority just to encrypt traffic--the traffic is encrypted regardless of whether
Deleted User's list
Is there a way to view the assets that are assigned to Users that are in the Active Directory Deleted List. We would like to know what assets are assigned to before removing them so they can be assigned to the appropriate user or department
Query for incident templates
I would like a query that can show us which incident templates are not used. We have too many and I would like to delete the ones that are not in use.
SAR and Security Incidents module
With the introduction of GDPR we need an easy way to manage SAR (service access requests) so creating a workflow that manages any such request so that the staff concerned are chased and deliver the information within the time scales, it would also enable us to make sure and have an audit trail to prove we have done this correctly. also on the same request of a security incident module - https://pitstop.manageengine.com/portal/community/topic/feature-request-for-servicedesk-plus-both-on-demand-and-on-premise-versions
Need Query for this report, please check the attachment.
pc name, software installed, os details ,
Query to list all templates that use a particular field (or custom field)
Good morning, I'm looking for help creating a query can display a list of all templates (both incident and service request) that contain a field. In this particular case, it's a custom field, but it would be useful to be able to produce a list of all templates that use a field regardless of the field. My use case is that I've been asked to modify a custom field, but with about 100 templates, I don't know which templates contain this field. Thanks in advance for your assistance. -Adam
Custom Rule for when status changed to "On Hold"
Is there a way to make a custom script when status change to "ON Hold" and the date to put back to open is not filled in. it will not accept the change?
Advice on new starter in company flow process
Hi, I'm trying to create a new starter flow process, which would be initiated by our HR department, updates from the departmental manger, and then would include tasks for the IT Dept, Finance Dept, Facilities Dept, and HR Dept. Any advice on how to preceded with this? Would members of all these departments require to be technicians on the system? Is there a better way than assigning tasks to departments as the task does not include details from the request. Any advice/help is appreciated. Kind Regards
Solutions
Does anyone know the logic used for the ordering of solutions that are suggested in the request resolution tab? We are aware this looks at request subject, category etc and matches these against the keywords in the solution but what we need to know is what method it uses to suggest and order the solutions that it does. Thanks
http to https redirect broke in 9409
The web.xml change I have been making after every update (I really wish ME would fix this) to force redirect from HTTP to HTTPS no longer works. When I add the change below, the web page service will not start. <user-data-constraint> <transport-guarantee>CONFIDENTIAL</transport-guarantee> </user-data-constraint> Anyone have a fix for this, or is it a bug in the latest release?
the logic ot the solutions search engine
hello, i dont understand the logic of the sultion search engine, the recomended solutions popups without any connection to the key words or the subject of the solutions...this issue is critical for me because the technicians dont find quickly the solutions so its make them to close the Requests without a maching solutions. anyone know how this engine pop ups the sulotions? by key words? by the title? I would appreciate your help, Ariel
bad RequestLink
Hello. I have trables with RequestLink: In general settings i have URL with https , but notification on mail come with http: https://i.imgur.com/tnNCAw1.png https://i.imgur.com/z1XlvyN.png Version SD: 9.4 Build 9409 Hosted on: CentOS Linux release 7.5.1804
Service Desk crashes after upgrade to 9.4
Hi, does anybody experiens problems with SD+ after upgrade? System crshes every few minutes... Is there anybody who can help ... ? Thanks Carlos
Edit Template for Reminders
Hi there, I'm looking for an option to edit the template for the reminders like this: Is there already any option / do I only not find it? ;) Best Regards Florian
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Ticket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.
Script to send out email notifications when their tasks are greater than a certain number
Is there a way to send out an email to all technicians that have over a certain number of tasks open? A DB query combined with a python script maybe? Thanks, Brian Witsken
Project Report with Associated Tasks (additional question)
https://pitstop.manageengine.com/portal/community/topic/project-report-with-associated-tasks I need to change that up a bit. I replied back to the answers on here, but never received a response. If the question is marked answered, are you notified of any additional comments - just for future reference. I need a report that only has the following: Project Title Project Status Project Owner Project Scheduled Start and End Milestone Title Milestone Owner Milestone Status Milestone Schedule Start and
Self-Service Portal - user reply has technician signature
If a requester tries to reply to a technician via the "Reply" button in the Self-Service portal, the resulting window contains the same signature as the technician they are replying to; is there a way to change the reply template for the requester without effecting the reply template for technicians?
Service Desk Plus (Change Module)
Hi Network, Our current version is 9.3 Build 9335 We have associated some incidents to a particular Change. In de particular incident you can see which chang(es) the incident has been associated with. Unfortunately you cannot see in de change which incident(s) are being associated with this change. Is this correct? Kind regards and many thanks, Yves
How can I get a list of all templates that are enabled
I'd like to know if there is a way to get a report or query that lists all of the Service Request templates and all of the Incident Templates that have not been deleted or disabled. Thank you, Adam
Created Date should be locked down
The Created Date is not locked down, so it can be locked down. The workaround is to create a Field Rule to Disable the field during Edit mode. This has to be done on every template created. Is there a better way to do this?
No replies in history request from CC users without accounts
Hello everyone! We've got problem with replies that we don't see in request history. When emails are sending by requester or technician there's no problem, but when replies are sent by the users, who were added to CC by requester and who didn't have accounts in our system - we don't see any respond from them. Is there any option in system to catch messages from them and add to history request? Compilation version: 9326 Kind regards, Mike Lucas
Task tab in incidents doesn't show full title of tasks
Is there some trick to show the full title of a task in the task tab of an incident? Even if I remove columns it does not show the full title of the task (for tasks with long titles). Mousing over the task doesn't show the full title.
Importing Form Rules
Hi, Is there a way to import custom Form Rules, via csv/xlsx file or directly writing on data base? Thanks
9409
Tried to upgrade from 9400 to 9409 and got java errors at 98%.
Query to find specific software on all computers grouped by "Site"
I am in need of a PostgreSQL query that will let me find all of the computers with a specific software (i.e. Office 2016) and grouped by "Site". the query needs to include workstation name, department, site and software name. has one been created or can we get one made please.
Request Closure Code query
Is there any way (perhaps using Field & Form rules or Custom Triggers) of limiting the contents of the Request Closure Code dropdown based on certain criteria? Version 9.3 Build 9335
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