Dashboard Customization
Hi, I would like to know if I can change the dashboard to report on what my staff actually resolve that day as opposed to whats is 'closed' (which occurs three days after resolved) The widget I want to edit is called 'Request Summary'. I cannot seem to edit this widget to show Resolved instead of Closed. Help please.
Global Request Views
Hi, Is it possible to create Global Request Views, like Show All With Status=Hold, where Group = $TechnicanGroup rather than just the person? I would like to create a view that shows all Team's Tickets on Hold, but we are using a custom Hold Status, rather than the built in one. Or if I create Separate Views for each team, is it possible for the team to only see theirs? Steven
Import CIs on a scheduled basis in SDP?
I've been looking around, but I haven't found a suitable answer yet. Is it possible to import CIs on a scheduled basis (much like the CSV Requester Schedule)?
Need a querry update Sites and Technician
Hi All, i have using posgresql with version 9.3, so i needa querry to update sites (Regions, Times, Address, City, Country, Email and Phones) and Department (Names). BTW if my shipping addrress and the billing are different how can do it and please help me to show hơ to use query or any tool can help me connect to database with ui. Thanks.
Cant add/attach multiple files in service portal
Cant add/attach multiple files in service portal
still assign request to technician who already marked on leave (backup tech)
hi, i have a question regarding backup tech chat, now technician marked on leave and i have tried to using round robin and round roboin method in "technician auto assign". i have configured backup technician, but the technician didn't change to the backup one. I red many articals regarding the same problem and all the answers was about this function working based on Due By Date request, if anyone can help to solve this problem please provied pics. many regards, Nuha
Private Notes for Admins
Hello, I understand that there are functions in place to "hide" comments from a requester but it would be very helpful if there was a way for administrators to have private notes that the technicians can't see. I used to use a home-grown application and I found that being able to specify the visibility of notes to be very helpful. Thank you
Not all completed requests are being archived
Hello, It looks like the system is only considering the default completed statuses ("Resolved", "Closed") when archiving requests. Requests that are in a custom completed status (such as "Closed - no Survey") are not being archived, even though they are completed. Sample matrix report for all completed statuses: All columns up to 2015 should show 0 since all these requests are supposed to be archived. Best regards, Demetrius
Add to Project - notifications
Can we add a notification when we add a new member to a project.
Warning when trying to pick up an already assigned request?
Hi, We've had a few occasions where support staff accidentally pick up a request in the helpdesk that someone else just picked up before them. Is there any way to get like a popup warning/confirm that you're about to pick up an already assigned request? Thanks in advance. /Z
Exception error in VMware ESXi scan
Hi, We have multiple VMware ESXi in the data center, All hosts have been scanned, except for one host occurs error during scanning. I check server log and find this log: Already a row with the same set of primary keys found in this object, this row <VMInfo WORKSTATIONID="230" HOSTID="null" VMNAME="vCenter Infrastructure Navigator" VMIPADDRESS="192.168.229.207" GUESTOS="SUSE Linux Enterprise 11 (64-bit)" MEMORYRESERVATION="0" MEMORYLIMIT="-1" MEMORYSHARES="40960" MEMORYSHARESLEVEL="normal" MEMORYCONFIGURED="4096"
enabled HTTPS by mistake..
Hi all, I am testing SDP since we consider to buy it. Problem: I activated HTTPS in the SDP-Settings by mistake/just for fun. Now the application on the Server does not start any more. :-( Since I already put some time into customization, I really would appreciate if there is any config file to edit to got back to the previous settings. Else I would have re-install the Application since I do not have any backup becuse its just a test-System.. Thanks! Fritz
First Call Resolution (FCR)
Hi, Is there anyway to turn OFF the First Call Resolution feature ? It has its uses with a 1st line service team, but for 2nd/3rd it's not representative as a technician can apply a fix, move it to Resolved and the user can then agree to close or it will close after 24Hrs...but in many cases uses come back saying its not fixed. From a stats point of view its recorded as a FCR but in reality it wasn't. So, in short - Can we remove it or are there plans to provide more control over it.,......like only
Password Stored In Log Files
Does anyone know why SDP stores the service account credentials in clear text in the log files and if and how to encrypt the credentials or prevent them from being stored in the file? Thanks, Robert
Mult-line Textboxes
Would be excellent if you make multi-line textboxes with a variable size. Maybe it should fit the window size, or at least make it manually extensible. It is very uncomfortable to enter and manage text/images in a very small text area
Technician restriction
I would like to know how i can restrict request a technician can see when logged into the Web interface because for now if i create a new technician by default he can see all request and since some are confidential this is a big issue ? Thanks for your help !
SDPlus SLA Escalation Actions Fail
I am new to SDPlus so I may be missing something simple (I hope). The new tickets show the correct SLA is applied so I know the SLA criteria config is correct. Escalations are enabled in the SLA config and this particular SLA has response time at 5 minutes irrespective of operational hours or holidays or weekends. The Enable Level 1 Escalation is checked with execute after 20 minutes to change support group and raise priority to Medium – This part NEVER happens anymore, even though I somehow got
numeric value to the left of tab name of sd instance in browser?
Hi. We use SD Plus here; this is not really a pressing question, just curious. It seems a number of users will see a number in the tab that is created when logging into servicedesk, that appears directly to the left of the sd name (see attached photo). It's not the number of open/pending tickets, nor is it the number of instances of service desk in use in a browser, since the number does not appear to change in response to either of those things. Any ideas? Thanks! E
Migrate between editions
Hi to all, I have a ServiceDesk Plus working as standard edition. I have seen in the website that up to 2 technicians, enterprise edition is free. I have just one technician working. How could I migrate between the standard and the enterprise edition? Thank you for your help. Regards.
Need help to understand a work around or a solution for the following .
a) While approving a request can I find the detail and note filed by the initial approver . At present I cannot find the same and have to open the request to check . b) Can I convert a service request to Incident Or A incident to service request. c) Can I delink or add a form to a service request. d) While taking a report of service request can I get the template field or name in the report at present its not avaible . Its imp to maintain the service request report separately . e) while allocating
Import CI/Assets from CSV only showing last item in CSV.
So I followed the Import CI / Asset steps multiple times. Bind my custom columns in my CI and hit "Submit." The CSV file has 7 rows/items. The Import shows that 7 CI's were imported with 0 errors. When I go to view them under my Asset tab, it only shows the last time from the CSV file imported. What's stranger is if I go to the Admin tab under "Products," it has added in the product info for each item that existed in the CSV file (in the form of model/manufacturer). Has anyone else had an issue
Allow view into Change Module (Roles)
This is a request for more visibility into the change module for technicians. In our environment we have IT technicians and Non IT technicians (planning, corporate services, finance, etc..) roles with different views into modules. Non IT technicians only have the ability to only view requests/change for their support groups or assigned to them while IT technicians have full visibility with limited permissions to some modules (asset, cmdb, etc). We'd like the ability to open the change module to
Project Management Dashboard
On the Main Dashboard on Service Desk plus. Is there any plan of adding a tab to display an executive summary of the current projects with their status and other relevant details. Our Management requires Graphical reports on Project Management module to show the following 1. Graphs on Current Projects as per the owner(s) 2. Graphs on projects on track , delayed , etc 3. Graph per project showing the percentage completed based on the status of the milestones Kindly advise
Python script to close tickets via custom trigger?
Greetings, I have large volumes of ServiceDesk Plus tickets that are created via ADAudit Plus when accounts are locked out. I'd like to be able to trigger a script to fill in the necessary fields that fulfill our ticket closure rules and close those as they occur. I'm new to APIs but I have some Python and PowerShell scripting experience. What would it take to populate the fields as shown in the attachment and close tickets via trigger?
Change API to Add Request - Support Group
Support, We have Group set as a required field in our Chanage Management Module but cannot figure out what the name of the attribute would be for this. It does not seem to be contained in the documentation for a change. Please advise so we can have the Group name be required in our change and continue to use the API to create automated changes.
SLA or grouping request to a single technician
Hi, I wanted to redirected all email requests to a single technician. So i tried to apply SLA to escalate and assign specific requesters to a technician. Unfortunately, the SLA doesn't seem to work. Is there a bug on the SLA section because i tried to follow up some old forums, and they keep on having the same problem. Do you have another solution for my request rather than using SLA? thank you for your time. best regards, jed p.s i use SDP 9.3 Build 9302 standard edition.
Limit Technician View
Hi, How can we limit technicians to only view their groups and not all requests.
Weekly KPI Report
Hi I need to provide weekly KPI's to my boss and need a single summary reports that gives me the following: Requests Opened Requests Closed Requests closed within SLA Requests Violating SLA Number of open Requests rolling over I can get some of this through existing reports but not sure how to get the ones that relate to SLA's. I would be greatfull if someone could provide me with the query that will generate this in a single report. Thanks. Fred.
Add approval by api Rest
Hi, I'm Sergi Sacristán I'm tring to do and shellScript to generate a Stage approval in ServiceDesk plus, but I don't find away of do it I have founded this example but don't work . In service Desk plus I've put this in the trigger side: cmd /c start /wait powershell.exe -WindowStyle Hidden -file D:\ManageEngine\ServiceDesk\integration\custom_scripts\script.ps1 "$ITEM" My Script contain this code $approver = "mail@domain.net" $data = "{'operation': [{'INPUT_DATA': [{'StageOne': ['$approver']}],
How can I automatically populate the CAB lists
Hi, I have an interface to our HR system that allows me to extract all the employees for each department CAB. I would like to automate loading the CAB lists from this data. Ideally, I would like to automatically remove members as they change departments or leave the company. Is there a way I can do this? Best regards Dave
Add Stage for Approvals?
Greetings, We use to be able to send multiple approval emails on Requests in SDP prior to upgrading to version 9306. I upgraded SDP from 9303 to 9306. In 9303, we could have multiple approves for audit tracking purposes. I found some documentation about adding Stages for approvals now but we do not have the "Add Stage" button listed on the request under the Approval tab. How do I enable the "Add Stage" to the approval tab so we can get our proper approvals and tracking for our Auditors? We are
Access your favourite Analytics Plus dashboards from within Service Desk Plus's console
'If Analytics Plus is integrated with ServiceDesk Plus(SDP), can the dashboard view in SDP include the dashboards created in Analytics Plus? ' Yes, now you can. From ServiceDesk Plus version 9300 onwards, there is a provision to customize dashboards, that have been already created in Analytics Plus. By simply adding the URL of your Analytics Plus dashboard or report you can view it on ServiceDesk Plus's visual interface. So, what are the benefits of this feature? Analytics Plus gives you
Apache Struts 1.3.10 Vulnerability Question
Hi, The organisation I work for is currently using Manage Engine version 9.1 (9105) To my understand this uses a version of Apache Struts numbered: 1.3.10, the same as the up to date build 9.3 (9304) Can I ask if the confirmed vulnerabilities below would impact this product to the point where it could be compromised and these vulnerabilities carried out? On the back of this with this version of Apache Struts being end of life as of a couple of years ago can I ask if there are any future plans to
Editing Service Catalog Templates - Retroactive Changes
Hello, I have been creating Service Catalog Templates and begun testing them. What I have found is that when I go back to edit the template and make changes to the Resource Info fields, this will retroactively change all the requests that used that template before - causing data to be lost on past requests. Obviously this is not ideal for the sake of keeping our history accurate for auditing purposes. It seems the only way around it is to create new templates when we want to make revisions and keep
How to Automatically delete a stage 2 approver
Hi, We use [REPORTS_TO] as the stage 1 approver for many requests and a group manager for the stage 2 approver. Is it possible to delete the stage 2 approver when a request is created and the [REPORTS_TO] person is the group manager? Regards Dave
Request description deleted with reply
I'm new to the forum and could not find the following issue: Whenever a notification is sent to the requester that includes an update to the status the description gets deleted. The change shows up in the history and may be copied back to the description -- a real pain!
Email Fetching Not Working
Today our Service Desk Plus email fetching stopped working. Log file is attached, support case # 8046508 We can access the mailbox fine, and the password has not changed. We have checked everything in the “Mail Fetching Troubleshooting” page here: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.htmlConfiguration Wizard shows connected to mail server successful. We are running Version 9.1 Build 9116. No recent updates or changes.
Multiple assets updating the same record
Hi, I created a golden image on a Panasonic Toughbook CF-31 and added the ServiceDesk client to the image. We use SCCM 1607 to deploy new images. After deploying the image on two new machine, I noticed that the record for the first machine was updated, with the info from the second machine. Only the static information remained in the record I removed the ServiceDesk client from the golden image, deleted the asset record, and re-imaged the second machine. I ran the ae_scan.vbs on the newly imaged machine,
Desktop Central Remote Integration
I have Desktop Central turned on as a remote option, but when I try to use it, it reports that desktopcentral.exe cannot be found. I found some support documents that state that the path needs to be added to the systems PATH environment variable, but I cannot find anywhere on my system or in documentation online that shows where this file is located. Please advise on the steps to provide Desktop Central as a remote control option in ServiceDesk Plus.
Send Notification Failed
For whatever reason this week I have been getting sporadic "Send Notification Failed" error when responding to a requester. It'll work for a little while and then it'll go on a spree of this error. What can I do to correct this?
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