SNMP scan issue
Dears, Does ME SDP support SNMP scan for windows server ? i can't discover windows server via SNMP scan mode, and it show me " Cannot identify this type of device". What can i do if i want to don't use agent or xml scan. my windows servers are dis joined and number of those are 500 servers, it's not right to install agent one by one, please help me in this regard. BR Mansour
Update on variables in Survey email?
Hi - I see there was a request for this feature more than a year ago and the request was assigned SDF-23389, but there doesn't seem to have been any updates to the forum thread and I cannot locate a way to view SDF numbers. Did this feature ever get implemented? Thanks
Initial Response explained
Can you please explain how the initial response it tracked in ServiceDesk? We have tickets come in, and a Help Desk person reviews\assigns the ticket. I need to produce a report showing the percentage of first responses that did not occur within 15 minutes. I tied this reporting to Analytics Plus, and it is showing an average initial response of 37 hours. This is not true. When I go into the data, I see tickets that have been closed, but have no initial response recorded. What process needs to happen
How can I change the owner of the application using the trigger?
Good afternoon. Sorry - I do not know English well I have a ticket when a letter comes. The title of the letter: [ZABBIX] PROBLEM: Router is unavailable by ICMP How can I change the owner of the application using the trigger? Thank you
Report Help Needed - ticket times
Hello, I need some help creating a report showing how long tickets stay unpicked in the groups and how long technicians have the ticket from picking up the ticket to first response and then to closed. Is there a way to do this...we don't use the timer. Thanks for any help. Jerry
I dont quite understand how "Select approvers" field works
Hello everyone. I'm making a service request template. This template requires a fixed and a dynamic approver, which will depend on the area that processes the request. Some info for the test. Fixed Approver = IT MANAGER (Organizational Role) Dynamic Approver = Department Incharge (Department Role) or specific user, with no relevant role but with permissions to approval. First idea was including the field "Select approvers" to select the dynamic approver, and use the first stage of approval in the
remove license
remove self service license
Service desk hang at application layer start mode
Hi, While opening service desk plus software it is getting hang at application layer starting stage. please help to resolve this issue. please find the attached screens.
Schedule Leave for a Specific Support Group Not All Support Groups
We provide after-hours support. We have a team of 3 staff and each one takes a week of after-hours support on a rotating basis. I would like the requests to be auto-assigned. I envision placing them in an After-Hours support group and they all schedule leave via the Scheduler except for the weeks they are on-duty. Unfortunately, scheduling leave excuses them from being auto-assigned in ALL their support groups, but I really only want them to be excused from the After-Hours support group.
Auto Assigning technicians
Hi, We have some preventative monthly tickets that are auto created. We then want to assign them automatically when they are created. I can add the config however the exceptions are all positive e.g. Except when "Category is X or Y". It would be great if it had a negative "is not Z". That way when we add a new Category we don't have to update our Exception rules for Auto Assign. Or is there a different way to do this? Also it would be good if different templates could have different Auto Assign rules.
Form Tasks: Ability to duplicate
When building a workflow it would be nice if we could duplicate a task similar to how we can duplicate a business rule.
automatic resolved and close ticket when ticket generated for a specific category
I have a category like a conference room booking. I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
"Service Request Approver" option on Requester record
I have another post regarding Approvers that hasn't been answered yet (https://pitstop.manageengine.com/portal/community/topic/dynamic-approval-for-service-catalog-requests) so I'm looking at alternatives. Other than the built in roles for Approvers, there appears to be a list of requester names available to select. Requesters appear in the list based on whether they have the following option checked in their record: I have 2 questions regarding this: 1) Can this option be ticked en masse for a
Help With Bar Code Label Creation
Brand new to Servicedesk. I've found where I can manually print a barcode/asset label but won't I don't see is a place to customize the text of the label. Example, I need our labels to say "Property Of XXXXX Company" on the top line. Then the barcode, then the barcode number under neath. How can I accomplish this?
Resolution is mandatory
Hi, When I want change status from resolution tab, I receive this message in every status "Resolution should not be empty" nothing is mandatory in configuration Regards Hamid
API problems and inconsistencies, poor design - any updates?
There are many questions and complaints about the API for servicedesk on this forum, over several years. What is the latest status of improving the API and updating the documentation?
Set "Mode" field, automatically when the request comes from Self-Service portal
Hi all. I want to know if i can set the field "Mode" (Options: Mail, Phone, Self-Service Portal, etc.), automatically, if the request is coming from the portal. There is any marker who identifies the origin of the request? It is possible to make a script, for this auto setting. Thanks in advance. Regards. Facundo
Gear up for the Festive season
We wish all our users experience the most exuberant times with your near and dear ones on this joyous festive season. We look forward to working with you all in 2018. Wishing you all a very Happy festive season!
ServiceDesk Plus iOS App 4.4 Released
Dear User, ServiceDesk Plus iOS app 4.4 has been Released. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 4.4 are: 1. Support for Asset module (from server build 9330). • View and search assets. • Fetch asset details by scanning a barcode. • Scan multiple barcodes and add them as new assets. • Web RDP. 2. Broken navigation bar-buttons on the resolution, work log and notes screens have been fixed. 3.
Different notification templates for different groups?
Hi Guys, I was wondering if it was possible with the current build of Service Desk Plus to customize what notifications (particularly "Request Logged" and "Request Resolved" ) get sent out from Service Desk Plus depending on what group the request ends up in or is resolved from? So for example, email feeds straight into Groups A and B by their respective "Group Email " settings and tickets are generated. Is it possible to send one "Ticket logged " notification from Group A and a different one with
Restricting access to Templates
Hi, is there a way of restricting access to certain templates we have created for our users to log SRs? Basically there are some users that we do not want to see certain topics and want to restrict access (see attached)
ServiceDesk Plus 9331 Released
Dear Users, SDP 9331 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes in 9331 Group Filter in request list view filter will be removed by default. You can enable the groups again in the request list view filter by accessing admin>>self service portal settings>>Show groups in request list view filter. V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is deprecated as
Trying to build a report showing all incidents created by requesters only, not technicians.
Good Day, I'm trying to create a report that shows all incidents created since Aug 1st, 2017, but I want to filter out requests created by technicians. I only want to see requests from those that are just requesters. Is there a reasonably easy way to do this? Thanks,
Differences in Approval in Incident template versus Service Catalog template
I've spent a lot of time recently trying to get our Service Catalog configured, but part of this involves having a working Approval process One of the recent hurdles I've encountered is that the Additional Fields we use in our Incident Templates, do not pull through to the Service Catalog. We use a lot of these additional (incident) fields for reporting, and the only way I can see to get them into the Service Catalog items is to manually duplicate them, which is something I'd rather not do. Furthermore,
Login to SDP without the correct password
I noticed that if you click on "keep me signed in" while login to SDP and if you close your browser again to login, it will ask you to login with username and password. At this moment, if you give it any valid username and type a random password, SDP will login in with the specified username. Did anyone notice this or is it just on our SDP?
Error to upgrade SD+ from 9325
Hi, I try to many time to upgrade my SD+ installation to a new version, but when the process is at 98% it stops and gives the attached error. FreeVersion my version is: 9325 SQLServer 2014 Jose Almeida
Responding to user via ticket is very slow
Good Afternoon When responding to a user through SD and I click on send, it will freeze the window up and hang there for several seconds before it finally goes away. I have tried to do some searching and only found that it is possibly a shadow issue on the exchange server? Is there anything with SD that can help with this issue and speed it up again? It was working fine until about a week ago. Thank You! William
Query to display the original subject and the current subject
At a high throughput service desk, we are able to maintain our SLAs being being ultra-efficient. When T1 introduces new staff and that staff produces poor quality tickets, the efficiency of the service desk drops. We would like to be able to report on that efficiency. One metric is the quality of the subject line: If the subject line is ambiguous or wrong, it's a killer for our efficiency. Right now, we use a checkbox to indicate all the tickets that T2 or T3 had to change the subject line to make
Status of SDF-51449
SDF-51449 doesn't appear to have an update against it on the SDP Features List, but I was able to find a reference in the roadmap (Additional Fields for Projects) and one forum reference from mid-May. Is there a rough timeframe from Implementation (now over two months ago) to testing and release?
Creating multiple tickets from service catalog
Is it possible to generate multiple tickets from a service catalog? Example: I need to onboard 5 employees: Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 All employees are identical but it seems there is no way to generate 5 tickets from a single service catalog.
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
Time elapsed metric in ticket report
Can you confirm that the time elapsed field (TIMESPENTONREQ) in the ticketing report is the amount of time from the creation time\date to the time of running the report? Or is it the amount of time that the timer on the ticket is running? We are looking for the total ticket age. Thank you.
Form/Field Rules: Remove Task from Dependancy Map
We would like the ability to use form rules to disable/remove a task from a Dependancy Map without breaking the task flow. When trying to use forms to automate a workflow via tasks --- tasks are enabled/disabled based on the form input -- we run into issues when a task is associated with each other. If a task is 'unset' based on a form rule, it removes itself as a dependancy but also fragments the overall task mapping.
Separate Categories by Department
I added a department to SDP. After adding additional categories for the other department, it now lists them all and it's too much to see all at once. With other help desk software I've used you can separate categories to only show up for certain departments, but can't figure out how to do this with Service Desk Plus. Is there a way to make it easier to use the software with multiple departments?
Additional field in Service Catalog form - Requester
We have a service catalog template to request to add a new user. We would like to add a new (dropdown) field called Line Manager. This needs to have the full name of all requesters. Does anyone have any suggestion how to do this?
Query Report History by template name
Good Afternoon. I 've built a working query for reporting tickets that were previously in critical status. However, I only get results when I query for 'this month' and nothing for 'last month', ' last quester', 'last week' etc. Thank You in advance. SELECT qd.QUEUENAME AS "Group", sdo.NAME AS "Site",pd.PRIORITYNAME AS "Priority", qd.QUEUENAME AS "Group", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester",wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician",longtodate(wo.CREATEDTIME) AS
Report Filtering on Dates & Hours?
Hello, right now I run a customized weekly report that tells me the metrics for closed tickets by my technicians for the week. Ours is a little odd in that the cut off of each week begins/ends on Wednesday at 14:00 local time. But our report only provides me the ability to date range by days, not by hours. Does MESD reporting actually have the ability to drill down by hour or am I stuck with date range filters only? Thank you.
Report Based on request type
Hi There i am just wondering whether there is way to query a report based on specific service catalog Request. We have service catalog request with a subject name- "Non-Fonterra Device Registration" which gets used on weekly basis. Just wanting to generate a report for that specific request based on subject TEXT on monthly basis.
Timespent values in database
Hi, I need to pull the timespent values from the SD database into our reporting tool. I have found these tables; servicedesk.public.wo_assessment servicedesk.public.wo_status_info I can't work out how the database holds timespent by a status if the ticket is still open. I have attached an example which shows the timespent value for 2 status' but the last doesn't have a value, I gues because it's still open. Where can I find the "counter value" the tool uses to display it? Thanks, Lee
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
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