Change Control Meetings
Hi All, I'm trying to use SDP to process change controls and as a tool for change control meetings. Currently based on what we do, there are too many stages\roles. Is there a way to skip stages\roles completely? really what we need are Planning, Approval, Implement and Close. We are a smaller organization so what i envision is this: Change Requester, Implementer, or mostly going to be the same person. That person will put in whatever changes they are making this week in the planning stage to include,
Sending notification failed.
Hello, For some reason our Sending Email function has today stopped working on one of the installations of ServiceDesk Plus that we have. Email fetching is working fine. It's just the sending of email which isn't working (SMTP). As I mentioned, we have other installations of ServiceDesk Plus running and these are all still working as expected. I have tried amending the SMTP settings to use smtp.googlemail.com and smtp.gmail.com and I have tried ports 25 and 587. After each change I have rebooted
Average Time to Resolve Query Report
I would like to generate a report that shows the average time to resolve or complete tickets. ideally i would like to have a total or ticket resolved between 0-2, 2-5,5-10 and above 10 hours. I would like to also be able to test the created time period. Can someone assist me. I have a PSQL database example:- Completion time # of Tickets 0-2 1952 2-5 319 5-10 160 > 10 149 Between Aug 1 and Oct 1
Email Reply text - Spacing and Formating - Rich Text Formating
I have some issues with the Rich text formatting when replying to emails. There is some strange behaviour with the spacing of text but isn't always consistent. On the attached email I have added screen shots of the issues I am having. We are using 9.3 Build 9324 but experienced in previous versions as well. Thanks
Reporting Request IDs and Support Group Owners
Hi Support, I have a reporting query. Could you please help me to create a MSSQL script to list Request ID's and a combined string of the Support Group names which have owned the Request at any time. I would also like to include a date range within the Where clause. For example Requests logged between '2017-10-01 00:00:00.000' and '2017-10-31 23:59:59.998' E.g. Request ID Support Groups 121122 Support Group 1, Support Group 4 121123 Support Group 1, Support Group 2 121124 Support Group 1, Support
Restoring data
Hi, I am following the instructions on the below link for restoring backed up data. https://www.manageengine.com/products/service-desk/faq-general-modules.html In the instructions, it does not mention anything about a backup file being split into multiple parts yet when I performed the backup, it did just that (see attached). I've ran the restoredata.bat and it asked me to select a file - I have selected part 1 but my question is, will it automatically restore all the following files or do I have
Version up methood( Is backup and restore possible?)
I am planning SDP version up from 9035 to 9325. Because current Windows Server is 2008(32bit), I think I have to Version up Windows Server to 2016 too. Is it possible to do the version up by the method below. 1. Backup current SDP Database. 2. Format and Insutall Server 2016(64bit) 3. Install 9325. 4. Restore SDP Database. My concern is. Does SDP Database support this backup/restore version up method? Do I need to install 9049, 9100, 9125, 9200 9300 and then 9325? Is it possible to version up from
Archived Reports
Dear Team, First of all its a hassle generating reports for 2016 because half of it is already archived. Secondly, even if we do collect the data separately the display columns are different or even missing. Why is that?
Separate SD+ queues
How do you create separate help desk queues in SD+
Configurable Subject for SMS Mail ID
My email to SMS engine uses a syntax in the subject for sending SMS. SMS Mail IT ID = [mailbox@domain.com] Subject = [phonenumber] I would love this as a option. i.e. being able to edit the Subject field when also entering a SMS Mail ID. thanks
How can I get all deleted ticket numbers with created time filter
How can I get all deleted ticket numbers with created time filter
vendor details report
hi, just wondering if anyone has a query that shows all the vendor details (name, phone, address etc.)
Mobile Version on Phone Error: Value provided for field [technician] is invalid
We're currently using Manage Engine Service Desk Version 9.3 We used the Demo Version with the Mobile App and our technicians tested out the Mobile App as well. Everything worked perfectly. We purchased the software. Now, we find that only a few of our technicians can update WorkLogs on the mobile app. Only changes made has been changing our license from Demo to Fully licensed version. Working program inside our network only - no domain, no AD directly off of our server. IP address and port
Chat Feature
Hi, The chat feature is a welcome addition, but would be good if it supported the following. Ability to add chat widget to any webpage outside of helpdesk homepage i.e. Intranet sites for employees. users tend not to go to their support page so this feature is largely wasted unless it is accessible to users as part of their normal habit i.e. intranet homepage Currently when a chat is missed - nothing seems to happen to the chat. This should be auto converted to a request if not responded to i.e.
Allow for 'Back-dating" the due date
A common issue that occurs with our users is that they often enter a form or ticket, with the required completion date earlier than the date the ticket was created. There is a rule in ServiceDesk that will not allow a due date to be specified that is earlier than the ticket creation date. While I can see the logic in this, it would produce valuable reports and help the auditors, if we had the ability to set the due date to whenever the user specified. Is it possible to shut off this rule in ServiceDesk?
Servicedesk Plus and GDPR
We are working on certain enhancements to the product where in customers using SDP would be able to be GDPR compliant. I will list down the activities we would be doing as part of this in phase I, Personally Identifiable Information (PII) data : In SDP, the PII information can be stored in the following places, Basic Requester information ( in the form of email, phone number ) Additional Requester information ( through requester additional fields in the form of SSO number, account number etc... )
Template Does Not Populate All Fields
I have a request come into the incidents module and when I change the template and select "Apply To All Fields" it does not overwrite the description field. It would be nice if there was a merge option to add the template values to the request that was sent in, especially for the description field. MS SQL running SDP 9321 Craig Rice
Data restore error
Hi all, currently I have restored data from service desk plus backup and after data has been restored successfully I cant login on the application. What causes the problem.
SDPlus - how to report by user group?
I've created users groups with filters based on incoming emailID so that I can group requests from different clients. But I don't see "user group" as a column in the custom report module. Is there a way to report by "user group" ? Thanks David
Enable Notifications to Requester to be ran any order of our choosing and be able to stop the cascade on any rule.
Like Business Rules I would like to put the requester emails rules in an order and be able to stop it on the first email it sends. a call closed at creation does not need to send an email about a ticket created, ticket assigned, then a ticket resolved.
Manage 3rd Party SLA
Good Morning, I use ManageEngine Service Desk Plus currently for my Internal IT Helpdesk. Our Business has evolved and we have a lot of Cloud and Hosted Systems that have a SLA with those Providers. Is there any way within ManageEngine Service Desk Plus that i can not only manage my Internal Helpdesk but also Manage those 3rd Party SLA's? Thanks James
Customize search for requesters
Hi, Is it possible to customize the search options for requesters in ServiceDesk Plus? At the moment they only have the ability to search for request ID with the search tool in the request view. SDP 9321 MSSQL Regards Alexander Nordin Region Halland
Requests associated to a Project
Hi. We are wonder if there is some way to associate a Request to an Specific Project using Enterprise SDP? If so appreciate some details on how to do this. Thanks
Accessibility of ServiceDesk Plus
Hello, What level of WCAG 2.0 accessibility conformance does ServiceDesk Plus Enterprise meet?
Email Notification for Auto-Assigned Technician After Request Approval
We have setup some Service Catalogs to only be assigned to selected Technician when the Request is Approved by the Approver but I have noticed that Technicians do not receive mail notifications when the request is automatically assigned to them after request approval. Although Technicians get a mail notification when requests that doesn't need an approval and are assigned directly to them. (ex. "Request ID 12345 has been assigned to you"). Is this how the system works or there is a setting for this?
Add Remove Columns Fields are blank
Hi, Just added a new custom field to one of my forms and now the add remove columns fields are blank. Is this due to reaching a limit? Regards
Chat on portal login
So to take advantage of the chat feature here: https://deskportal.zoho.com/portal/meservicedesk/signin do we need to use a separate login from this community? I'm guessing yes but just wanted to confirm before I sign in again.
Reporting - Restrict Access
Is it possible to restrict access to the reporting module in SD 9320? I can't seem to find an option. We don't want all users to have access to the reporting side of things.
Resolved email to include resolved comments
When a request is resolved an email is sent to the user to tell them c/w a link to the request within ServiceDesck plus. We want this email to include what was put in the resolved comment box
Request On Hold Mandatory Schedule
Hi: When a Technician puts a request in On Hold status, and not schedule to change status after X days, the request is on hold status eternally, is it possible to change the state after a period of time automatically??, or SLA notification, or Email notifications, etc Regards Enzo Corniola IT Admin
Auto Suggest/Column Search not working
I don't know if these are related but our Auto Suggest and Search function are not working correctly. When logged in as an User and creating a new ticket, through the Portal page, the solution auto detect isn't working when entering a subject. The same behaviour also happens for techs under the Resolution tab -- unable to search for solutions. Under the main Request List view, search criteria cannot be filtered from the columns -- it seems that the search does not initialize. Edit: ME needs to fix
Self Service Portal
Service Desk community - Is anyone else finding their users are confused when using the self service portal? Our portal has only been live for about 4 months now, but we're finding that when people log a service request, they don't notice (or look for) the categories on the left hand side and only use the form templates that display by default on the right - the ones from first category on the list, which of course it selects by default. They try to crowbar all sorts of request into this one category
Problem with Actions using Script
Hi Team, I'm having troubles setting approvers throught scripts using a python file named "python_approver1.py" This is te code of "python_approver1.py": SETTING APPROVALS FOR THE CURRENT STAGE: { "operation": [ { "INPUT_DATA": [ "aabarca@ulacit.ac.cr" ], "OPERATIONNAME": "ADD_APPROVAL" } ], "message": "Sample Python script for adding approvals in current stage", "result": "success" } This file is in the following directory: C:\ManageEngine\ServiceDesk\integration\custom_scripts In the
Custom script not executing
When attempting to update the subject with an employees name using custom script on form submit it won't update the subject. I have been watching all of the videos I can find and at one point had this working in my test environment but trying to replicate in production environment is not working. Is my script correct? Do I have to enable/install anything on the server to get the script to run? var x=$CS.getValue("SUBJECT"); var y=$CS.getValue("GUDF_CHAR1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",
add Survey information to be syncronized with ZOHO Advanced Analytics
Hi, It is likely that all who are using Advanced Analytics (SD+ intergated with ZOHO Reports) are building Dashboards. It would be good if you could include Survey information also syncronized e.g. all responded surveys. /Mar
Reply Signature
Hi is there any way to add automatically a signature to the replies? Jacir
Requester Sees "Not-Auth" for Certain Requests
Hello, we have a requester who cannot see the Assigned To or Status of certain requests. Instead of the name of the technician or status, it just says "Not-Auth". The requester is an authorized requester and should have the permissions to see this information. Any idea what could be causing this? Let me know if you need more information. Thank you!
Report by Template Type
I am trying to generate a report of all requests based on template type. We have an extensive service catalog with many request types. For our annual SOC2 audit I am going to have to be able to generate detailed and summary reports by template type. Can anyone show me how this could be accomplished? I've looked at all of the various sample reports and I can't find one that allows me to add this default field to the report.
Access solutions without logon
Is there a way to allow access to the solutions section of the software freely without the need to log on, it would be helpful to be able to have documents found there for new employees that are not yet set up in the system, simply click on a solution link and be able to go without needing logon credentials. ** Quick Update ** I see the section about "Allowing non-login users to view solutions" under administration and it is already set to Yes, but if I go to a pc I am not already logged into and
Assing Chat Technnician to Request Automatically
Hello, i would like to know if we can assign automatically same the technician that had picked up the chat to the request, in the fact that chat become on a request, because right now the request arrive like unassigned. Thank you in advance. Jacir
Next Page