Custom template with variables
Hi, We have designed a custom template that our HR department uses for our new-hire process. HR opens a ticket with the custom template and inputs all the details about the new staff member. Is it possible to use variables in the subject line that add the staff member's name to the subject of the ticket? For example if the new starter's name is Sanjeet Kumar and HR have entered this into two custom fields currently labelled "New Starter First Name" and "New Starter Last Name", can I put a variable
SLA AFFECTED BY SITE OR APPLICANT AND (%) OF AFFECTED SLA
Very good afternoon, I urgently request HELP, I need to generate a report of SLA but of sites or applicants for example show the tables of number of ticket, site, sla affected, sla failed, (%) sla affected, response times and Agent assigned to the case, please help me, my database is postgre
Customize Login Page
I am trying to modify the login screen for ServiceDesk Plus. I have followed the steps in this post: https://forums.manageengine.com/topic/customize-login-screen-add-policy-warning with the exception of modifying the .js files. I can make the changes to the html that I need to make but I'm having an issue with the login portion. Before I make changes I just wanted to test the functionality to make sure it was still working before I made modifications. The page comes up and looks like it normally
Survey reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered. Is there a way to write a MSSQL query that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
Report Request - Technician Update Summary
Hello, I would like to be able to run a report that shows a summary of a technicians work for the day, so something like the below: Technician Group # Logged # of Notes Added # of Conversations Added # of Work Logs Added Total Time Spent Is this possible? I would like to be able to change the period I'm running it for. Database Name = Microsoft SQL Server Current Build = 9311 Many thanks Lisa
How to change the site by markers in the text of the incident
hellp sorry, I do not speak good English I have zabbix and it sends me messages about anomalies. In messages there are markers about clients. How to change the site automatically for these markers. Thank you
Staying on individual request after closing.
Currently the behavior of SDP is that you are taken back to the main requests area after closing a request. This is very cumbersome as the technician has to navigate back to the closed request to mark it FCR. Is there a way to change this behavior so that after closing a request the browser stays on that individual request instead of navigating away?
SD doesn't start
Good Day All, Please assist. I'm installing a SDP for the first time on a Windows Server 2008 R2 SP1, with all the default settings etc. as per the installer. When I start the SDP service, the GUI is showing Application Layer started............ and it stays like that for hours. I've attached the log files for your reference. Thank you in advance. Kind Regards Kobus
Is there a way to send a ticket to the auto-assign pool?
If a ticket has already been assigned, is there a way to send it back to the pool to get auto-assigned? If I change the technician to "NONE", it simply unassigns the ticket and leaves it unassigned. Thank you for your help!
Report Time Spent
Hello! We want to make a report with TimeSeries Chart. My custom report: And I can`t change "Count of", there is only "Request ID" And after that I have a chart: But there is only count of worklogs on a chart on Y at month. But I need count of hours and minutes at month. How I can do that? We use POSTGRESQL and SDP 9.3 Build 9317 Thank you!
External Action Plugin
Hi, I have successfully implemented the External Action Plugin and integrated ServiceDesk with JIRA - in our UAT environment. I've looked in the JIRA.XML and JS files for a way to push the ServiceDesk RequestID to JIRA but unfortunately cannot see a way. Also, the attachments don't push through either - those which are physically attached OR those which are embedded in the description (I assume because the plugin refers to it as a textarea). Any suggestions welcome, we are hoping to go into live
ServiceDesk Plus 9318 Released
Dear Users, SDP 9318 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9318: SD-68181 : When service catalog common additional field are added as columns under the request list view, when a pickup/assign operation happens from the request list view, those visible column's common additional field information will get removed from service request which is picked up or assigned. Please refer to the below
Auto-Assign
Hi, Quick question. If a Technician is on leave and updates their status for a week to show they are on leave....will Auto-Assign avoid giving them tickets ?> In short, does Auto-Assign take into account status ? We have a few managers who have to be given full admin rights purely to manage technicians being in or out of auto-assign...which is a big risk to us. Also, if you delete a technician , and they have tickets assigned to them...what happens to the tickets ? A
Chat - Suggestions
1. Option to force every new chat to create a ticket. I don't want my technicians deciding which chats to raise a new ticket on and which to just chat and close. 2. A missed chat should raise a ticket and allow the Requester the opportunity to add more details after the time out. 3. The chat feature should tie into the ME or DC agents that have been deployed allowing the Requester to use the system tray icon. Additionally this could allow a Technician to commence a Chat with a Requester on
Auto-assign tickets after business rule
All, We've setup some business rules that will assign a cat/subcat and move them to the appropriate location queue. From there our techs will need to pickup the tickets and work on them. Is there a way to assign these tickets to our techs automatically within these site queues, using load balancing and level of effort? Thank you, Tom
Scheduled report problem
Hi, Could I get some guidance on how to fix an issue please. We have a report that we have scheduled to run. I have modified the report but the schedule will still run the old version of the report. I have already deleted and recreated the schedule several times. How do I get the schedule to use the updated report? Thank you.
Change Service category from IT to Business
Hi Is there anyway to change a Service Category from IT Service to Business Service Category or visa versa. If not I assume I need to copy the templates over to a new service category and reconstruct any additional fields. Many thanks Chris
disable configuration item
Hi, is it possible to delete default configuration items? Ie. we don't use Keyboard (asset), and a lot other asset types. When editing some of the asset types are greyed out even though there is no instances of the item. Best regards Thomas
Upgrade version from 9110 to 9311
Dear All, I'm using ServiceDesk version 9.1 Build 9110. I built a new instance with latest version: 9.3 Build 9311 Please help me, how to migrate database from old instance to new instance? Thanks you so much for you support. Regards, NAM.
Open a document from SD+ Change
Is there any way to embed a link, or a button, into the SD+ Change template? I have a guideline for Change Owners to follow that would be very valuable to call from SD+ change if possible. The link or button would open a document that gives Change Owners further information.
CAB Approval - Python
Hi, I am following this link to automate adding CAB Members to Change request: https://resources.manageengine.com/resources/resource/python-handling-change-cab-approvals-through-custom-triggers But getting this error in history: "Error processing the response of Custom Trigger 'Add CAB Members' for the operation: 'UPDATE_ROLES'. Kindly refer logs for more details" - We have different CAB Names: "CAB Members", "CAB Finance" etc - "Impact" are customised: "1.Affects Business", "2.Affects Department"
Chat
Afternoon, I am having a slight problem with the Chat option. Chat has been enabled. There are no exclusions (for testing). I can log on with my test requested and click the live chat option. The requester can type a message.However, a logged on technician is not notified of the chat. This is the same for my admin account. However I can click the chatroom and see missed messages. I have reviewed the admin guide https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html
Upload multiple Purchase Request from csv or xls
The purchasing team would like a feature to upload Purchase Request from csv or xls file.
Change Module Questions
1. Is it possible to change what is in the Planning stage? Currently, there is "Impact, Roll Out Plan, Backout Plan, Check List, Downtime". We would like to remove some and add our own. For example, we have application developers making changes to code and would like a code review check box or sign off. 2. Also in the change control module, if a Change Approver enters a change, is it possible to block them from approving their own change? 3. Also in the change control module, is it possible to require
Chatt settings
Hi I am trying the new chat function. Buy it have a very difficult settings. I can only exclude stuff. How am I supposed to block all our 5000 requesters in 15 sites and allow just two requesters?? There two exists in one of there sites too. Add a simpler settings like this: Disable chat for all users [ON] And enable chat for these requesters only: John Doe, Jane Doe SDP: 9317 MSSQL 2014 //Peter
Purchase Request
Hello, We would like to use the Purchase module of ServiceDesk to track our Purchase requests. Is there a way to disable to Purchase Order portion where we currently have another system to handle Purchase orders? We just want to keep track of our purchases in ServiceDesk and associate to the appropriate Request. Thank you,
Request close notification not working anymore
Just updated to 9.317 and the request close notification is not working anymore. User gets Notification that the request was received and also gets response E-Mail from ServiceDesk. Notification rule is active. Any ideas?
Relatorio - chamados fora do SLA
Alguem tem um relatorio que gere todos os atendimentos fora do SLA?
System-wide time spent report
Hello, I would like to create a custom report to gather all worklogs across all modules by technician. Are you able to provide a sample query for this? We are running PGSQL. Thanks, Dallas
Manageengine service does not start
I'm migrating Manageengine SDP to another server. I installed manageengine servicedesk plus on the new server, but after restoring the backup it does from the other server, the Manageengine service does not start. That may be happening, the two servers have the same version of SDP and MSSQL
Problem to restore a backup
When I restore a backup, the following error occurs: Aug 09, 2017 4:29:23 PM com.adventnet.db.adapter.Jdbc20DBAdapter initialize SEVERE: Exception occured while initializing datasource. Aug 09, 2017 4:29:23 PM com.zoho.framework.utils.crypto.EnDecryptImpl decrypt SEVERE: Encryption failed Database started ************************************************** ******************************* 0 tables found ... Please start and stop the server once and then try to restore the backup data ... **************************************************
Change Module issues since upgrade to 9317.
We just upgraded to 9317 from 9301 two days ago. Since then, the Change Requests do not appear to be functioning properly. When attempting to utilize the Add features such as Enter Rollout Plan, Enter Backout Plan, etc, all browsers just spin, as if reloading page. This occurs in IE, Chrome, and Firefox. SD+ Services were restarted this morning, same result. Other options under Add, DO work. Such as Note, Reminder, Task. At this point, we are unable to utilize our Change module. Please advise if
Populating New Fields
Hi, We have amended our Incident template to include a new mandatory field, now this is added all our existing requests have this field...which means technicians cannot amend or manage the ticket without filling in this field. Is there any way to populate the field so only existing requests are updated ? We tried a Business Rule but this didn't seem to work. Any ideas ? A
error SDP not running
Hello, Please this support for my issue
Requesters in EMail IDs to Notify Need to Update Request
In our organization, requesters that have been added to the email ids to notify field often need to comment or respond in some way to the ticket. I know that I can set a requester to be able to view all tickets in their department, but is it possible to allow that requester to add notes, reply, etc., on a request? I've looked and am thinking it might be done with an Organization Role, but have not yet tried this. Any suggestions would be helpful. Thanks. We just went live on Monday, July 17, so
Can't see technicians as a technician
Hello everyone, So a colleague can't see other technicians in the technician tab. But other technicians see every technician in the tab. Also the privileges and roles are the same for all technicians. So we don't know exactly where it goes wrong. Only he has the problem, even if he logs in on another pc where it works for me, it still doesn't for him. The picture below gives you an example of what he sees - it's Dutch, but it basically says 0 out of 0. If I go into the tab, I see 1 out of 5. Does
Rest API - Get all requests/tickets for a specific group
Using the Rest API, is there anyway to get all requests for a specific groupname or groupid? I can get a list of all the groups and technicians, but I want to take this further... to be able to view what requests/tickets are sat with certain groups. Kind Regards
Change Calendar Workaround
Since the inbuilt change calendar is not helping, we are trying to get the change schedules into an exchange mailbox/room calendar. we want a meeting request from service desk once a change goes into the implementation stage. Any ideas?
Chat Function in 9315 not working
Hi I've updated our system to 9315 yesterday and enabled the chat function, I've also set up a Support Group with my Technician account as a member and enabled notifications to myself on the group setup. When I initiate a chat from a test user it shows as unpicked and finally missed on the Chat admin screen but it never flags on my chat area that a chat is pending. Could this be a firewall or other issue? Thanks
update from version 9.2->9.3
Hello, we are looking at updating from version 9.2->9.2. The assetexplorer from 9.2 can be used with SDP server version 9.3, I did test this. Do you recommend to update all existing assetexplorer 9.2 clients to the new one (this includes installation on all servers) version 9.3? Best regards Thomas
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