Report on open requests by age
Hello, I am looking for some help creating or modifying a report that will show all requests that are not closed or resolved , sorted into three groups: >/=30 (but <60) days old, >/= 60 (but <90) days old, and >/=90 days old. This report will need to run every week, preferably automatically without needing to re-edit the report every week to change the date ranges. Only the request ID, technician, status, date opened, time of last update and request title fields are necessary to display for each
Edit muliple workstations
Dear support, I would like to have a feature to edit multiple workstations at one time. Like the feature to edit multiple requests. This option isn't available yet. When we buy new workstations they will be scanned automatically. Some fields will be filled in automatically others stay empty like cost, Acquisition Date, warranty expiry Date. When u sort the new bought assets it would be great to mark them and edit those fields for all selected workstations at one time. Thanks, Jordi
9311 vs Chrome
Since upgrading to build 9311, Chrome will no longer work with SDP. I have to use IE or IEtab for the site to even render. This initially was happening as part of the 9310 SSO issue but as 9311 was supposed to fix this issue, it seems odd that it not only didn't fix SSO, it caused the site to not render as well. I've since rolled back our production SDP box to 9309 and kept my test SPD box on 9311 to try and troubleshoot. Anyone else having issues? Sean
Integration with WorkFront
Hi, We use Work Front for project and task management (www.workfront.com). Has anyone integrated SDP with Work Front before? Looking for knowledge/tip sharing. Thanks, Lee
Creating a request automatically based on another request
We're using SDP 9309. We use service catalog requests extensively. One of the things we use it for is creating new users. The New User service catalog request template has tasks and workflows built into it. One of our tasks is the activation and configuration of an employee cell phone. The problem is we typically don't provide employees with a cell phone until they've been working 60-90 days. However, we do not want to keep the request open for that long just to wait on completing a couple task items.
Due date not showing
Hi, I don't see any due dates in my request lists. Ive set up the SLA's but not sure if I need to set up anything else? Please advise Regards
Bell Notification dosent work
Hi, Bell Notification dosent work after update My version is 9.3 Build 9309 I run this report and dynamicnotifications is ENABLE
Purchase Request Issues
Version 9.3 Build 9307 Where to start? We have a number of Users assigned as Purchase Request approvers, however when a Purchase Request is submitted, the User is unable to print a full copy of the Purchase Request. Can this facility be added, and can the format be more like the Purchase Order print format? Shipping Details: When converted to a PO, this becomes the Shipping Address. This should be specified as "Shipping Address" on the Purchase Request, not "Shipping Details". There should be the
ServiceDesk Plus REST API and Json
Hi there, I am currently creating an integration between SDP and another support system and was wondering if it is possible to use Json data format for creating a new request as opposed to using the xml post attribute INPUT_DATA as outlined in the API Documentation. If it is possible to use Json, do you have any basic examples or documentation for this. Please note we are currently using version 9.0 Build 9003. Thanks for your input Allen
Requests still present in "Requests Pending My Approval" view even if approved
Hi, in our Service Catalog there are some items with a single Approval Stage but two or more approvers configured. It happens that even if I approve the Request, it is still present in "Requests Pending My Approval" view until others Approvers approve or deny it. Any idea on how to solve this issue? We're on 9.308 Thanks in advance alessandro
Assigning Edit rights to Custom Dashboard
Hello, I have created a shared Dashboard call Europe IT, I would like the Regional IT head & one his Team member to be able to make the changes ("Add/Remove the Widgets") to the custom Dashboard. In the Dashboard settings i have only option to Share, and with that option the other cannot make the changes to the Dashboard. Kindly suggest. Thanks. Pankaj Bhadage
Localization Android Apps ManageEngine Servicedesk
Hi. How can I change language in andriod application to russian? In web browser is all fine, but not in android application.
How do I change the requester details?
When are we going to be able to decide on what we want in the requester details. Currently - ours shows a field called Job Title - a field we do NOT want. We can't even hide this field. There are also some additional fields we might like to add to this section but this option is just not available to us. Can you please advise on when or if this is ever going to be available. Thanks Eithne
Security/Permissions for Task Worklog
Hello, I was wondering if it is possible to limit permissions on the task work log in Service Desk? If an individual is an owner on the task can we make it so they can only see their work log details for the task and no one besides them? Thanks
all admin accounts losing privileges
Hi ... i try to organize a service desk plus setting by modify some sites and technations .... but after a lot of efforts unfortunately i found that all technations who had SdAdmin or SiteAdmin lose there privileges ... i try with the local administrator account also the same thing just 3 taps showing for him as normal requister i try to restore old backup after one week but unfortunately the oldest backup after my modification ... please ASAP i need your help to find any way to change somethings
Add requester not in via AD sync error
We have this option turned off Yet is a user enters a Requester name in a Change who is not in the system and saves the request, they get a prompt: Is there something else we need to do to turn this off? And if not, what does the top option apply to? Thanks David
Enhancement to Custom Views & Distribution
We have a need to standardize views for our techs to ensure they are managing their requests properly and seeing the appropriate columns - that we want them to concentrate on. Example: I have a couple techs in Desktop Support I want them to see All Requests within selected Categories, Groups and that have a status of not closed or resolved. The above is easily done. What I want too do is set the columns I want displayed within the view and set the sort order of columns and rows. (would be awsome
Inventory Reporting
We are in the process of restructuring our IT budget and am thinking about leasing assets to departments, charging them a flat fee per month per asset. My question(s) are as follows... 1) What is the best way to run the report on what assets belong to what department? and 2) Is there a way to implement the internal lease cost in asset management to calculate the total charges to each department per month? If these tasks are not currently feasible to do in SDP, could this be an enhancement for a
Business Rules Explicit naming
Hi, Can you set a business rule to only look for specific text and not "contains" ? For example , we just want to apply it for AAA, but not run for CAAA or AAA-1234.We're unsure the "IS" is suitable as this provides a strict condition as our field may have the AAA somewhere along the string. Any ideas ? A
Problem with AD in SDP
Hi, I have problem with AD in SDP. I receive bellow message in SDP log, when I am importing AD: [10:09:36:841]|[06-13-2017]|[com.manageengine.servicedesk.servlet.ClientLogServlet]|[SEVERE]|[127]|: Login user(id):3, Error occurred-->Uncaught SyntaxError: Unexpected token <, in file name:http://localhost:6060/ImportADUsers.do, at line number:236| Error screen shot is attached. What is problem? Regard Hamid
what is the status of SD-63897
Dear Sir, please update Status of below ID? Thanks Viraj
upgrade from build 9046
Hi can someone give me the upgrade path from build 9046 to the most recent? (Yes, I know we are far behind, but trying to fix that now!!!) Thx
Connecting to ServiceDesk Plus via iPhone App
Hi I am trying to set up the iPhone/iPad app to work with our SD+ which is hosted on our LAN. I have an external Internet IP which I have assigned a domain name to. ServiceDesk Plus is configured to use SSL and certificate is install and can be verified when connected on the LAN On our firewall we have configured NAT to direct https requests from the Internet IP to our local LAN IP I have configured the correct domain name using SSL on the iPhone app I followed the guide in scenario 1 here All I
Technician assigning
Hi Is there any way I can prevent the technicians from changing the status to ON HOLD or reply to the requester without picking up the ticket. Thanks & regards Murali
custom query postgres
Hi, I'm trying to extract the number of times than particular words apper in the Subject attribut, I wrote this query: SELECT to_char(to_timestamp(wo.createdtime/ 1000) AT TIME ZONE 'UTC-1', 'YYYY-MM-dd') as "Created date",count(*) as "Count" FROM workorder wo WHERE wo.title LIKE '%lent%' and wo.title like '%easy%' or wo.title LIKE '%blocc%' and wo.title like '%easy%' or wo.title LIKE '%rallent%' and wo.title like '%easy%' group by to_char(to_timestamp(wo.createdtime/ 1000) AT
Work Log Description
Is there a way to require a work log description entry before closing a ticket. Right now work log is required to close but that only requires a time spent value be entered and not a description
Does auto close only work if RequestType = Service Request?
I am having a hard time getting Resolved tickets to auto close after a day of being resolved. Does it only work if Request Type = Service Request? If so how do you autoclose Incidents? Also, is there any way to auto close existing Resolved tickets in bulk?
Custom trigger for catergorizing requests
Good Day I would like to create a custom trigger when an email comes to the service desk that it automatically categorizes the request by the use of a keyword in the subject of the email. I hope you can help. Thanks
SLA start after approve in service request
Hi, In my organization approval process time is very long. I need to configure service request that assign or start SLA after approve request. What should I do? Do you have any suggestions? Thanks
How to add contact field to Quick incident?
Any possible way? Can i totally change this quick form or replace for custom?
Tickets view rights - All their department requests
Hi Appreciate if you could help me to make a permanent setting to make the default request view rights of any NEW requester as "All their department requests". Now it is "own requests only". Thanks & Regards Murali +971 50 6424099
Mail Server Settings Stopped
Hi, Can you help me please with the mail Server Settings, it has stopped 2 days. I save the settings and appear the message: SUCCESS :E-mail settings saved successfully. Connection check with the mail server successful. Then I started it but immediately stopped it Service Desk plus Version : 9.3 Build 9300
Survey Rule
I would like a feature to prevent surveys from being sent to a technician if they are also the requester on the same ticket.
Users replying to SDP tickets with alternative email addresses
For reference, we have Process emails received from new email addresses ? set to no. Today, we have a new user who was set up with one email address in SDP (and is used to match the big Active Directory we authorize against), but sends their email through an alternate address (i.e. user@domain.com vs user@exchange.domain.com). I added the 2nd email address as a secondary email in the requester's attribute, but replies from the user still don't appear in SDP correctly. Is there any scenario where
Additional features For Roles for Technicians
For adding requesters to Service Desk, we manually add them from Active Directory. This Process is currently done by me, using the SDAdmin Role. I am in the process of assigning rights to 2 members of my IT Operations team, each in different locations. I want them to assist in the import of freshly created AD users to Service Desk, I tried to assign them the SDSiteAdmin role, but it does not have available to manually import from AD to create the Requesters. I would like this feature to be added
Unable to Delete a site
When Deleting sites I get the following error message. "WARNING :Site cannot be deleted as it is being used by a module." But I never get any indication of what module is in use for a site. Would be good to know what modules are still being used be a site so as a user I can try to fix the issue. I have seen on the forums the SQL scripts to run in order to break the relationships \ clear the usage however as a customer I shouldn't have to run SQL statements in order to delete a simple site.. Seems
Report to Capture Work Log Details
Can you send me the SQL query to generate this report: - Request ID - Subject - Description - Status - Created Date - Resolved Date - Work Log Details under the Tasks Tab - Owner - Time Taken - Start Time - End Time - Description where I can put in the value for a custom field called "Project" Thanks. Build version: 8.2.0 Build 8217 Database: MSSQL
Restore to new build not working
Hi, I have built a new VM to host a new install of SD+ and want to restore the configuration and data. I've tried downloading the original version I installed on the old server, updated it to the same version as the old server and tried to restore from the backup I took yesterday. The backup appears ok but is in two parts. Is that normal? When I try to restore the data and config from the backup files, I get a dialouge box that asks if I am restoring the data in production build. I answer yes
Support Groups - Autoassign based in Mail ID
I cannot get the autoassign to Support Group to work when email is sent to an alias email id. In Exchange 2010 - Mailbox with a default email of ITHELP@domain.com - added an alias of DEVELOPMENT@domain.com to the ITHELP mailbox In Service Desk Plus 9.3 Build 9307 - Admin...Org Details...Mail Server Settings - i've added DEVELOPMENT@domain.com as an alias to fetch. I've stopped/started fetching - Admin...Users...Support Groups - i've created a group DEVELOPMENT and entered DEVELOPMENT@domain.com
Awaiting Approval Tickets & Previously Approved Requests
Team, Have three specific features which we get asked numerous times. Below are the details. 1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where
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