report to see who picked up a ticket
Is there a query to get a report to see who in my Helpdesk support group has picked up a ticket within the last week? MSSQL is our DB thanks!
Monthly Incident and Service Request counts
Hi, Is there a MSSQL query that can show the total amount of Service Requests and Incidents (separately) for the previous month? Thanks
When editing asset - workstation model is lost
Product: Service Desk Plus Version:9323 Module: Asset management Decryption of problem: When asset is selected to edit, for example workstation and model field is populated in edit window drop down list this field is cleared. Form don't remember what entry was associated with this asset and asking to select again from drop down list. Problem 2: When vendor field is populated in the same asset and you are selecting Model it clears the Vendor also... Please see screenshots. We tested that on multiple
Quick question regarding ManageEngine youtube channel
Hi all. Really quick question On your youtube channel, I've been watching a video on configuring the Service Catalog https://www.youtube.com/watch?v=FdREG0-8Qhk&index=44&list=PLEA989DFB8A1327E7 Could anyone tell me exactly what version of ServiceDesk Plus is being run in this video?
ServiceDesk Plus 9324 Released
Dear Users, SDP 9324 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9324: SD-68612: Request’s ‘Site’ gets changed to ‘Not associated to any site' while saving a resolution. SD-68614: When a service request has resources, then the resolution page freezes while clicking the add/ edit button. SD-68629 : Pick List values are not listed in Incident Template. Please refer to the below link for the steps to
hi anyone can help me ?
i need to make report like this *(see attachment) is it possible ? its very important for me please help me
Search by Task ID
Is it possible to search for a Task ID in the new Request/Task view? If not, can we request this in a future iteration. We tend to talk about tasks by ID and not by title.
E-mail Command
When I send an email to SDP all the fields show up except @@DESCRIPTION=XXXXXX@@. Why won't the description field work? The ticket created in SDP is below. As you can see the Description is blank, not sure why. Any help is greatly appreciated. Request : 79333 Assigned Group : Network Description : @@OPERATION=AddRequest@@ @@DESCRIPTION=TEST TEST Node XXXX is down@@ @@STATUS=Open@@ @@GROUP=Network@@ @@IMPACT=1 COMPLETE Loss of Service@@ @@URGENCY=Business Impacted@@ @@REQUESTTYPE=Incident /Issue
Create a task based on the allocation of an asset to a user
I'm working on a termination request template. I'd like to be able to create and assign a task based on the assignment of a particular asset. For example, If the user has an asset allocated for an Salesforce license, I'd like to be able to create a task ("Disable Salesforce License") and assign it to our CRM Management Group. I'd appreciate any thoughts or suggestions on the matter. Sincerely, Adam
Custom Trigger does not run! Is there a log to check?
Hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Is there a place that I can check if the trigger ran? Error? I looked in the log directory of service desk and did see anything. The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Is it possible to update technician data via API?
Hi, Currently we have integration between our ID management (IDM) system and SDP to automatically add and update our company's employees into SDP via add & update Requester API. However, we encountered error when IDM sends employee data for SDP users who are Technicians. Is there any API that we can use to auto-update data for Technician? Please assist us to resolve this error. Thank you.
Technicians unable to login after AD changes
Hi, I carried out the following actions and now technicians/local admin cannot login: 1. Deleted Requestors 2. Synced with Active Directory 3. Changed from Pass Through Authentication to Active Directory Authentication Any recommendations as to how I can resolve this? Cheers.
Approvers Visibility
Hello, Perhaps a bit of an odd one here. We're managing part of our document approval process using the MESDP Service Catalog. Once a service request is submitted it is sent for approvals in two stages. How can I expose the list of approvers and approver comments to the requester?
SCCM Integration with ServiceDesk Plus
I am looking thru the documentation and do not see where I can utilize SCCM with ServiceDesk Plus. Am Running SCCM 2012 R2 and would like to utilize it to import hardware information that is already collected by that appliance. It there a document out there that would point me in the right direction. Mark
£ - British pound sign is missing - replaced by (\A3)
HelloWe noticed after upgrading from 9317 to 9320 and now we are on (9323) that "£" British pound sign is missing/replaced in the system by \A3. Its easy to notice under asset module where there is a cost associated with asset. Please find attached screenshots.
Installing Service Desk Plus
Hi, I have installed SD+ within a test environment but when I open a browser and type in http://localhost it takes me to a page to install IIS. When SD+ was installed on our live server I wasn't involved and when I went on to check if it uses IIS or Apache Tomcat, I could not see anything. Can you advise what I've missed in the installation or if some service is not running that I'm not aware of?
How can you change the default search parameter from Request ID Search to Default Search?
Search default is "request id" and we want it to be "default search" without having to select every time. I am not finding where in Admin that can be changed?
Submitted webforms do not have Due By or Respond By dates populated
We have service request templates setup with urgency, impact and priority already set. When these forms are submitted, they do not populate the Due By or Respond By dates, even though there is an SLA in place. What do I need to do to make this happen?
Time Spent Reports & Ticket Aging
Hello, I'd like to have the following information, but having a hard time extracting the details: Time Spent: Average Age of tickets when marked resolved across all tickets for this month. (I just need a single number, not broken down by technician or category) Eg: Average for July: 22 hours August: 31 hours Ticket Aging: # of tickets that were resolved this moth that were open: < 1 hour < 4 hours < 1 day < 2 days < 5 days 5+ days CURRENT tickets with the same values as above: < 1 hour < 4 hours
Can we exclude users from receiving email?
Hello, One of our customers does not want email from us. Can we prevent just one or two customers getting any email from us?
Getting attachment from a ticket number with REST API
Hi, I need to get the attachment from a ticket, I know I can use the attachment ID but how do I know what that ID is? Can I not just use the ticket number and then download the attachment? Thanks, Calvin.
SCript to get created day
Dear All, First We know in service Catalog we can't create SLA base criticial like incident template, and the template have default SLA, and my template default is 2 day. i need help a script to get CREATEDDATE, my case is : If a request have created and after that, if user want the sla is more than 3 day, they will choose "Change SLA",i have make a pick list for that, after submit the overdue day is increase time from CREATEDDATE + 5 day, that working good. The prolem is if they change when they
ServiceDesk Plus 9322 Released
Dear Users, SDP 9322 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9322: SD-68525 : LDAP authentication is not working when users are imported from Microsoft Active Directory Ldap server. SD-68470 : In dashboards page, clicking on “Requests approaching SLA Violation” widget’s drill down count does not redirect to the request list view page. SD-68119 , SD-68238 : Request details page : After updating
SLA Alert or Notifications
SLA escalations are emails alerts, is there another way of sending the alert?
Issues with Internet Explorer and Firefox
Hello, we are using ServiceDesk Plus 9.3 Build 9309. Unfortunately, we have sometimes issues with Internet Explorer,Edge and Firefox. We tested everything with Chrome, too. There were no issues with Chrome. It’s the following behavior: Sometimes, it happen at rare intervals, if we try to add a note to a request or send a reply, nothing happen if we klick on „add“ or „send“. The same issue happen sometimes if we try to add an attachment. It seems there is an issue with additional windows in this browsers.
Drag and drop into SD+ requests
Hi, We have had some feedback from our users that when they are logging requests, they have to save emails onto their computer and then upload them into the requests as attachments one by one. Currently we are on version 9118 - do any of the later versions have the facility to drag and drop emails directly into the requests as they are being logged rather than attach them?
API to add Department CI
Hi, I would like to know whether API to add Department CI as per link https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/add_ci/add_department_ci.html is stable to be used for integration. Appreciate some feedback ASAP since we are in the middle of development. Thanks & regards, Adilah.
Sub-string and multiple field searches for Requester search in work orders
The Work Order Requester search box strictly searches for Full Name or userid. When typing only a last name it will not find the results. You also cannot search based on email address. This causes us to always have to click the icon next to the text box to perform a detailed/advanced search to find the appropriate person, which is cumbersom and not much better. Here is a search for the just the last name "watson", it doesn't show results for anything but one user who has a username of watsona Here
Ticket History Inaccurate
We recently upgraded to 9321 using MS SQL and I am noticing that the ticket history is inaccurate. Two particular tickets that I interacted with yesterday do not show changes that I know were made to the tickets. Craig Rice
Date out of String with nice Format
Hello everyone, I have a script to write a custom Date into the subject of a request via the Field and Form Rules. Unfortunatley the Date given out by the system is to long, I would like to convert to DD.MM.YYYY. Would and of you have any Idea how to archive this. Script I'm using is this one right now (takes two fields and some text to go into the subject field) var StartDate=$CS.getValue("ServiceReq_1504_UDF_DATE1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT"," "Datum: " + StartDate); }
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Preventative Maintenance Task doesn't save
Hi I've been having various issues with preventative maintenance tasks recently, inparticular editing the schedule. We were closed for several weeks during the summer so I switched the tasks to a one off event. I'm now trying to switch the tasks back to a weekly schedule however the schedule seems to hang the server preventing picking up email or other issues. I have managed to edit 2 by stopping SDP and then starting it again, however the third one still doesn't seem to save the schedule even after
sdpapi questions
Can you please provide an example of using the API where a request is created and it has assets associated with it? As in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add Another question: is it possible to get the requests specifying a list of request ids, similar to "Get Requests" in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests Thanks in advance.
Moving requester (CI) in CMDB
Hi, Is there a way to move requester to different CI Types. Currently I have mixture of requester that contains endusers, common account and service account. I can create different CI Types under requester however I cannot move the CI. Regards, Rowell
Sites
Hi there, can someome please advise, I have attached a screenhot to help show what I mean. We are looking to set up the helpdesk tool so that we only see the tickets for sites we support, just now everyone would basically see all tickets no matter where they are and we have sites across the world. In the screenshot I think this is where you would possibly do this but as you can see nothing is listed. Could some advise if this can be done and how.
server - detection asset explorer
HI, after upgrading to the latest version of Servicedesk, I am not able to detect servers. correct version of asset explorer is installed on a server I tried to create. Anything else than name, ip address and dns that needs to be filled out when creating a server? I tried all the detection options (ie domain, assetexplorer) from the servicedesk application without luck. Should not be necessary to open port 7 as we are running English version. Best regarsd Thomas
Request templates field options doesn't save settings
I' having issues saving changes in the catalog request templates I change the options, I click save = options aren't save I copy/duplicate a template = fields of the request form disappear or appear in a different position than the original. The same happens if I try to edit the default template for incidents in the helpdesk section This software is a disaster every day we encounter new bugs in any new feature we try to configure.
Task View
where is the permission for view tasks? i dont want give view all permission to technician
Adding multiple Components
Hi! i'm trying to configure the asset management portion of Service Desk plus for our environment. Currently the Machines are in and working fine, but I've hit an issue regarding components! I want to input our stock of consumables yet when I'm import they want individual names for each component i.e Keyboard, keyboard1, keyboard2 this seems completely ridiculous I just want to keep a track of how many keyboards/mice etc we have in our store, am I missing something the documentation seems lacking
How to I assign a Vendor to existing assets
Hi, I have imported in 291 Desktops and laptops from the discovery tool, however, the vendor did not populate. How do I assign the Vendor to the assets without having to go into each of 291 records individually?
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