query report for all scheduled reports
I am reporting this as a problem, because the query report is a workaround only. We were informed that the SDP admin cannot see all scheduled reports in the user interface by design. This is very bad situation, when SDP admin don;t have any control on scheduled reports e.g. by technicians who are no longer working. Please create query reports which can provide the below information across ALL scheduled in SDP reports: Report name \ Next Scheduled Date \ Recipients \ Techncian Name (owner)
Notification Rules - technician
Hi all, We plan to let technician to using the email create the incident request assign to them self, close ticket and update ticket via E-Mail Command, but there are no notification email to technician(i have tick the Alert technician by e-mail when a request is assigned.). It will send notice email to technician if we manually assign it to technician from the web portal. Is there any possible solution that allow it will send notice email to the technician even using the email create request assign
HTML Notification corruption - SDP adds intrusive HTML
We have been using a method for adding full HTML notifications to SDP for a while now. It basically involves: Create a HTML file using Notepad++ (specifically targeting compatibility with Outlook) Open a blank email, remove any text Use the 'Insert as text' function to add the HTML file as content in the email Copy and paste into the SDP notification window Save the notification This has been working now for quite a while and works flawlessly on all notification except one! If I use the process above
Not able to delete User created in ServiceDesk plus
Hello, I am not able to delete the user from ManageEngine ServiceDesk plus, which was created some time back. Please help. Screenshot below shows a user "dummy", which doesn't show checkbox to delete. Regards, Alekhya
Dashboard indicating wrong number of jobs for techs
The actual number of jobs a tech has[ pending ] are not correctly being reported on the Dashboard. We just upgraded to version 7.3.9307
How to change site field by business rule
Hi, I want a monitoring tool that monitor all site of organization. I set alert rule in monitoring tool. for example if router is disconnected, mail to servicedesk@myorganization.com that configure in SDP mail setting. I want to set business rule that if receive a email from monitoring@myorganization.com and if monitored device from other site, change site. Thanks
No search results if there is a negativ sign in the search box
(build 9307) Hello We have a lot of requests with the hostname written in the subject. A hostname of ours looks like B-Luda-71. If I search the requests and write the hostname in the search box, I don't get any results. I could write only Luda, then the request will be found, but I get too many requests in the result, so I have to search for B-Luda. Regards, Markus
Set Task Start date From Date field in Incident
I am working with our HR department to help us with our staff transfers. I have created an incident template for them to fill out that contains a date field of "date of transfer". Is there a way to pass that field to an added task and use it to set the start date and possibly end date of the task? so if they say the staff memeber needs to be transfered 25 Mar 2017 the task start date will be 25 Mar 2017 Thanks
Request ID collision?
Hi! We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the request id already exsists in one of the systems. So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side. I assume it's not
drop down menu
jhhi it is possible to make drop down menu to choose status? like technician drop down menu
Reports Help!
Hello all! We are looking to create a few reports that show any Requester who has elevated access to view requests above the default. This is denoted in the Requester Details under Department Details and Requester allowed to view. We would like to see: * any requester who can view their Departments tickets * any requester who can view their Sites tickets * any requester who can view ALL tickets Jeff Day
Workload Query
Hi, We have two teams, one receives a Service Requests for some work but they need the other team to also perform some work on the ticket. We have looked at tasks but I doubt they are suitable, so what would you suggest is a workable option instead ? Any ideas ? A
Preventive Maintenance
Hi, Does anyone have a Report Query that can export all the details of the Preventive Maintenance, especially the schedule details ? We have this, but just need to see if we can add - well, everything else..... Select top 50000 swo.WORKORDERID "Scheduled WOID", ti.SCHEDULE_TIME "Next Schedule Time", aau.FIRST_NAME "Requester",sdo.NAME "Site",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",res.RESOURCENAME "Asset",qd.QUEUENAME "Group",ati.FIRST_NAME "Technician",swo.TITLE
Email quota in Manage Engine
Hi Support, I would like to increase the attachment quota while sending email via manage engine. Along with increase quota in uploading document into manage engine SR. Appreciate you could advise. Regards Vincent
Jquery to get JSON Data using Rest Api
Hello, Is there any way to use Rest api call in Jquery to get the JSON Data of a SD Request.? Please advice. Thanks, Praveen
Requester-Import from Active Directory: Failed entry = 1
I have a question about the requester import from Active Directory. Everything works fine. But with one requester I get an error message: Failed entries: 1 Where can I find a logfile where I can check which entry failed
Barcode Removed
Hi I added a computer to assets by running script, after a while I changed computer name and after that, entered barcode is removed , why this happend?
Attach multiple files at once
Would it be possible to request a feature that would allow to attach multiple files at once in a PO or a request?
IT Advanced analytics tool configuration issue
Hi, i tried to configure the IT Advanced analytics tool on premise but it shows the below error SDP version is: 9.2 Build 9230 Advanced Analytics version : Version: 3.0.0 Build Number: 3010 FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Mark incident FCR through email
Is there an email command that will allow me to mark incidents as FCR? This would be helpful when creating break/fix incidents via email when I am out in the field and do not have access to a workstation to log into ServiceDesk with.
Prevent Deletion of requests
Is there a way to prevent technicians from deleting a request and require them to close, cancel, or merge the tickets instead? We have had some issues with tickets accidentally being deleted causing some confusion as to what was done with those tickets.
My login suddenly loses all administrative rights
This has happened to me multiple times now. I clicked "Edit" on my username in the technician list in the admin area of service desk but made no changes. Now, when I log in, all I see are 3 tabs: Home, Requests, Solutions and I see no tickets and can't access the admin section or any other sections of servicedesk. My username looks fine when logged in to another administrator.. it still has all the SD admin roles. Why does this keep happening? The only way to fix it that we've found is to delete
Approval stage based on input
We are building out an approval process for our new employees. Our current process calls for HR to approve the account creation and our CFO to approve if financial system access is needed. Is it possible to trigger the secondary approval stage in a service request based on field input?
Task assignment
Hi, I might just be being very stupid and missing the downright obvious here but here goes! I'm testing an incident template that has various tasks assigned to it and was hoping it should automatically assign the tasks to the same technician that the incident gets assigned to. Am I missing something and this should happen or is this as expected and i'm thinking it should do something it isn't capable of doing?
Change Request email notification reply creates a new ticket un "Requests"
We got the system to send out an email notification to technician and managers when a new Change Request is created. Unfortunately replies to the Change seem to create a new ticket rather than being appended to the original Change Request. Anyone have a similar issue?
SD tabs are hidden
Upgraded SDP to 9307, now all tabs (Home, Dashboard, Requests, Problems, etc.) are hidden. You can only see a tab when you hover a mouse pointer over it, otherwise you have to hover over every tab to make it visible.. Attached picture shows "Problems" tab only, when mouse pointer is over it. Please help?
Self Service Portal Link Request
Anyone have a link to their portal that I can check out for some ideas on its level of customization?
Software Management: ServiceDesk Plus vs Desktop Central
Hi ServiceDesk Plus has AssetExplorer agent for asset management, it does software inventory and licensing management. Desktop Central also does software inventory and licensing management. My questions: Which one is better? Do both have the same features? Is one of them doing the same job but more advanced All of the above questions are about the software inventory and license management and nothing else.
How to extract a report from project data
Hi, I wan't to create a report with all datas of a project: ¿It's is posible?
Restore database from Windows server 2003 to Ubuntu 16
I have configured Servicedesk plus 9.3 build in 9301 on windows server 2003 32bit with ADS authentication. Now i want to migrate servicedesk plus 9.3 build in 9301 on ubuntu server 16 64bit and linux is not supporting ADS authentication.While i am taking backup form windows server and restore on ubuntu. after restore successfully administrator and users are not able to login.even i have checked administrator is enable and local authentication is also enable but in login page local authentication
Deleted Technician still showing in drop down menus
Hi I have two old technicians still showing up in our drop down lists. I have restarted the service, one technician shows as 'retired', the other One Technician is called Gavin Vague, the other is Bikash Sharma Untitled Generated by Andy Rhodes on : May 1, 2017 11:15 AM Total records : 17 Id Name status domain technicianid 323 Gavin Vague ADM RESIGNED Not Assigned 0 412 Gavin Waldie ACTIVE Not Assigned 0 562 Gavin Skupin ACTIVE Not Assigned 0 760 Gavin Vague RESIGNED Not Assigned 0 1201 Gavin
Ticket assigning
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards.
Does changing "Service Category" "Category" and "Subcategory" will it impact existing tickets?
I need to improve how we categorize tickets. If I change "Service Category" "Category" and "Subcategory" will it impact existing tickets? Thanks in advance.
Create query report to reference custom fields
I want to create a query report to reference the custom fields. How do I do that? My main goal is to create a very detailed report on all our machines, including IP address, host name, and several of the custom fields. Any help would be appreciated.
SDP admin is unable to view all scheduled reports created by various technicians
Guys, this is confusing that the SDP admin cannot see all scheduled reports regardless who has created them. It is causing various system maintanance issues, SDP admin cannot delete or change those reports if e.g. they are targeted to wrong recipients. Please work on this ASAP. /Mar
Build 9.3 Build 9307 - Default Incident Template Appears to be Corrupted
I have lost the Service category, Category, Subcategory and Item field from the Requester tab in the default incident template. These fields are all present on the technician tab and the edit options (requester can set and requester can view) are both enabled. The fields are also not docked in the left hand drag and drop column. Is there some way I can reset this template? Thanks
Outbound email identification
We have built several different departments in to our SDP instance and would like to see if there is a way to have emails from each queue show a different "From" address to the recipient. A good example would be if accounting was working on a ticket in their queue and they responded through SDP, it would show to the recipient as accounting@companyx.com instead of support@companyx.com. This way the response recipient could identify who is actually sending the email and not potentially ignore it.
How do I combine the two organizations?
A requesters has previously used Zoho and now cant join my organization. How do I combine the two so that she doesn't loose her previous information? This is the email she is getting when we "invite" her to join. Sorry! you cannot accept this invitation now. Your email address is already registered as administrator under the organization amyjaekel. To join the organization Lexmark Carpet you should delete your existing organization amyjaekel.
Confidential Tickets
Hi Guys - is there a way of password locking confidential tickets say of a HR nature so not all technicians can open them? Thanks, Chris
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