Need query to show all support groups that have a group e-mail address
I currently have this query but it brings up a report that is 342 pages long. I only have 20 support groups so the report shouldn't be this long SELECT qd.QUEUENAME as 'Support Group',qe.EMAIL as 'Support Group E-mail',qd.SENDERNAME as ' Support Group NAme', qd.REPLYADDRESS as 'Support Group Reply E-mail' FROM QueueDefinition as QD LEFT JOIN Queue_Email AS qe on qd.QUEUEID=qe.QUEUEID Can the query be modified to show all support groups that use a group e-mail address? I am using SDP 9.3 build 9309
Windows Domain Scan table include unknown domain name or unusable
Hi, After install SDP we have some domain name that unusable. I remove it and just remain primary domain name, but after some days I realized SDP added unusable domain name again. How to remove it permanently? Thanks
Feature Request: Make the option "All approvers must aprove to go next stage" for each stage not the entire workflow
Hi ManageEngine, Can you enable the option on Approval Workflows on Requests "All approvers must approve to go next stage" for each stage, for just for the entire workflow? Thanks in advance, Ana Rodriguez.
How to renew a cert.
It's time for us to renew our cert. What are the steps to create the cer to send to Thawte, not the whole procedure. That will come later. Thanks
can't pull from office 365 alias email address
we recently moved to office 365 and one of our alias emails we can't pull from the mailbox see attached screenshot. i changed the names.. main account works fine, but second email "helpdesk2@domain.com" doesn't seem to work. helpdesk@domain.com has full mailbox access to helpdesk2@domain.com
Scanning monitors issue
How come it is picking up the same serial number for both monitors?
Technician cannot view the asset
Hi, I have a technician that has the privileges to see our assets, but when he search the asset it's not found by Service Desk, but some ones he can found If you need more information please let me know!
How to get a list of all info that is stored in SDP?
My SDP application is currently undergoing a security impact assesment and they would like to know all the data stored in SDP. They don't need the data itself but they just need to know what is stored in SDP. For example: Asset Module: Disk space Mac Address OS Processor Speed Service Pack Total Memory Model Make Domain Last Logged In User State Asset Tag Serial Number Barcode Vendor Part No. Purchase Order No. IP Address Manufacturer Processor Name Serial number Service Tag Virtual Memory Business
bulk update of all Requesters
Hi all, Is there any smart way of fill in custom field for all requester in bulk update? /Mar
Changing Dashboard
Can someone point me in the direction to change the dashboard layout please. On the right of the Dashboard I have Tasks, however I want to be able to view a breakdown of which queues have how many tickets, so will show me each technician and how many tickets are assigned, as well as a waiting for customer queue and an unassigned tickets total. Thanks
reporting on service catalogue custom field
hi i have built a standard report but i wish to add into it a custom field that was set up on the service request when i view query i get the below sql statement, what i would like to add to this is the custom column UDF_CHAR2 but have no idea how to do this. i assume i can add it to the select statement. SELECT `aau`.`FIRST_NAME` AS `Requester`,`wo`.`WORKORDERID` AS `Request ID`,`aau`.`FIRST_NAME` AS `Requester`,`wo`.`TITLE` AS `Subject`,`wo`.`CREATEDTIME` AS `Created Time` FROM `WorkOrder` `wo`
service desk plus proffesional
Hi, I am New in SDP have to install professional SDP on client side for 3000 devices (50 technicians). Please send us the steps or guide me after installation part.(dont send me admin guide of manage engine) I need proper step so that will be easy to implement.(ex-how to push agents,creation of groups ,dept etc..) I had done the installation only and created a credential for domain. reply ASAP.
Allow HTML notification outside of the editing window
The editor in SDP is terrible. Formatting is very limited, what looks fine in the editing window looks terrible in emails, it seems to randomly add and remove line breaks all over the place. The feature I would like to see: Keep the default editor where it is. Just give me a button to say 'Use this HTML file for this notification'. I don't require a full HTML editor to be embedded into SDP, there are so many better editors out there, but I do need to be able to assign a clean, unaltered, HTML file
Keep receiving Ajax error when running reports ' Cannot read property of document NULL'
Since we first installed Service Desk plus the reports have not worked correctly. I opened a support ticket and they had me remove the reports directory and restart the services. When I did that it recreated the directory and one report worked one time. Shortly afterwards, it continued to generate the error repeatedly. Has anyone else encountered this problem? I just trying to pull a worklog ( hours) report. Adam
Query to Check Online Users
Hi, May I ask for assistance for a query to check how many users are currently logged-on to the system? We are using a PostGres DB. I want to use this to check if there are logged on users before I restart the server. Thanks!
Report Columns
I have to create task reports which will include data from comments and description fields. These options are not available in the column selection. How do I add these columns to the report templates. Thank you.
Multiple Approvers for ChangeManagement process
We have three lead team personnel for our IT department that needs to approve our changes. In which, I need all 3 of them to approve it to proceed. I have tried in ServiceDesk two different ways to make this happen, no success. 1.) Placing them in "SDApprover" role. 2.) Placing them in a CAB. Both ended up passing the change through upon one of them approving the request. For security of our changes, We need all 3 of them to approve. And if one of them denies it, It closes the change. Is there a
Buiness rules applied on incident creation
I have two rules setup to help filter and assign requests based on the requests subject. Each rule is made to check the subject for a particular set of words, then perform an action. None of the words they look for are the same, and each rules performs one action that is completely different. Rule 1 is made to change the assigned group, Rule 2 changes the status. Rules 1 is applied all of the time. The words it looks for in the subject are contained in every request of this type and the rule applies
Remove Support Groups from Custom Views Tab?
We had changed some of the names of previous Support Groups, and when we did, they remained in the CMDB. When I select "Support Group" in CMDB of the available CI's, these do not show up. However, if I view "All CIs" and search the entire list for one it shows up as the CI type Support Group. Now, while this doesn't bother me as most technicians can't see the CMDB, these groups still show up when a user tries to create a view. All of the following groups are no longer in the Active or Inactive list
Field Skipping
Hi, Do you know how we can stop our requesters from placing special characters into Fields we have set as mandatory ? They seems to just want to skip things.... One example is we have a field asking of a persons name, but alot just fill it in with special characters etc.(-';[}*/-+/) Is there any way to stop users from simply placing a character in the field ? (Exclude special characters or controls around meeting a certain character set. etc.). A
Purchase Order - Ability to Sort show cost field - sort by cost/date?
Are there any other columns that can be added to the purchase order screen? We feel the PO section really took several steps backward with the update we are on now. We'd like the ability to view PO cost in a column and sort by that, as well as PO date.
Pass-Trough request password
The pass-trough works well if I open the servicedesk via browser by server name: https://server-name But if I open the servicedesk via browser with for example https://helpdesk.doamin.com where the helpdesk.domain.com is also the cn for the certificate that I generated, the browser ask for authentication. Regards.
Report on Task Descriptions
Task description is not an available field option when creating a custom report. It is available through for request and projects. Could this please be added as a future enhancement/feature request?
Auto Reply Question
can I turn off auto reply for only one requester? If so where can I find this at in SDP? Build 9309
Inline images not displaying
Here is the problem we are facing - Inline images not displaying: This is what it looked like when it was working: I've performed no upgrades or alterations to the system, and the underlying code looks different. Here is the inspect elements code when the image is not displaying: Here is the version we are using: Please advise how to fix the inline images
Reporting on Solutions
When logging incidents users get prompted with suggested solutions and also after submitting an incident the system also prompts with suggestions. Is there any way to report on users responses to these questions? This could highlight those users who are ignoring suggestions etc. and logging unnecessary tickets instead, would be good to prove the suggestions had been ignored etc. Thanks
Only allow NEW email tickets from certain email addresses
Hi, Quite simply... Apart from our monitoring systems, we wan't to ensure that users raise tickets via the Web Portal only, and not via Email. Except for our monitoring systems which send email alerts to the SD - we want those to still raise tickets via email. So I'd like to see SD+ have a whitelist for email ticket creation. Thus allowing the alerts still to raise tickets, but forcing users to raise tickets using the WebUI and templates we have. I'd still like to make sure users can reply to
Adding new requests via the API, and using a custom request template
I am attempting to set up some custom fields, and register new tickets with the API. Using the default template works in the example below, but when attempting to use my custom template "Kansas - Websales" i get the error shown. Why would i get this error? I am not attempting to assign this to a technician during creation. Just trying to get it created under the right group with my custom fields.
Would like to add a new field to my incident template - for priority description
Dear all, I would like to add an extra field to my incident template for Priority Description - as per the defined Priorities - under Admin --> Priority. I've added Priority - which is a drop down listing and I'd like to add Priority description based on the priority which has been selected. Tried to use form rules but cannot see how to add this. Even the form rules are not helping too. Any idea on how I can go about this will be appreciated. Regards, Davis Onsakia
Change a scanned item to a component
Is there a way to change a scanned item to a component so that it doesn't take up a license. I need to know about it but I don't need to use a license for it.
Site issue with PM Task
When you create a PM task , the site does not update when you select a user from the list. I tried to attached a video here but it doesn't let me. version: 9306 DB:MS SQL regards, Issa ----------------------- SDP Standard +SC add on 300 tech AMS AD Audit Plus 5 techs
Manage Views for Requester
Hi, Is there a way to assign requesters that have the ability to view all requests a default custom view?
Cannot assign technicians using IOS 4.1.3 app
I cannot assign technicians to tickets using IOS 4.1.3 version of servicedesk app, saying something about my API key. However, the android version I can assign tickets just fine.
License Upgrade
Hi, I am New in service desk plus want to upgrade sdp from standard to enterprise I have the license of enterprise. Please tell me the steps to upgrade without getting any issue Reply ASAP.
Notify the technician that the ticket is near to due time.
Hi Everyone! I have a question regarding the automatic emailing wherein the ticket will be due for example the ticket will be due at 3:00PM with that the manage engine will email or notify the technician 20 mins before the ticket is due. Regards,
Add a technician as an Active Directory user
Is it possible to add a technician as an Active Directory user? Every time I connect to the portal (SSO enabled) I need to logoff and then to authenticate as a local technincian. Regards.
Seeing requests not in my group
Hi all, I have a question if it's possible to see a request/incident in another group without being a member in it? And also being able to add a note to the request/incident. This is useful to us because we have our support wanting to check up on issues that the 2nd or 3rd line are working on. They also want to make a note on the request/incident. I haven't found any solutions to this. Does anyone else have the same problem? Is there any solution? Thank you all in advance! Regards, Per Torell
Query Assistance - Support Group
Hi Can you please assist with creating a query for (active) Support Groups with the following fields: Name Owned By Business Impact Description, Technicians interested in this group Send notification to group technician(s) when a new request is added to this group (Notify To) Send notification to technician(s) when a request in this group is left unpicked (Notify To and Notify After)We are on Version 9.3 Build 9303, MSSQL. Many thanks.
Priority Matrix
Hi, We've just started using the Priority Matrix, it seems fine with Incidents but does it apply Priorities to other functions (Problems for example ) I was just wondering the scope of it's control. A
Use additional field in business rule of service catalog
Hi, I want to define additional field in business rule of service catalog, but already i can't. please add it in next version. I think it's necessarily. Thanks
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