Down Grade Service Desk PlusManage Engine from Enteprise to Standard
I have down grade Service Desk Pluse from Enterprise to Standard and is now notice Response DueBy Time and DueBy Date is not available. Grateful for your advise.
$COMPLETE_JSON is not realy JSON format
Hello! I get neat data: I can not simple parse data. for example: {WORKORDERID:529,REQUESTER:Oleg,CREATEDBY:administrator,CREATEDTIME:1488388369638,DUEBYTIME:-1,RESPONSEDUEBYTIME:-1,FR_DUETIME:-1,RESPONDEDTIME:0,RESOLVEDTIME:0,COMPLETEDTIME:0,SHORTDESCRIPTION:Слово раз, слово два, всеконец,TIMESPENTONREQ:0hrs 0min,SUBJECT:Тест запятых,REQUESTTEMPLATE:Default Request,MODE:E-Mail,SLA:,DEPARTMENT:Сервис сетевого оборудования,EDITORID:null,EDITING_STATUS:0,IS_CATALOG_TEMPLATE:false,SITE:,ISVIPUSER:No,SERVICE:,CATEGORY:,SUBCATEGORY:,ITEM:,TECHNICIAN:,TECHNICIAN_LOGINNAME:-,STATUS:В
Integrating Nexpose to Manage-Engine Service-Desk
I'm trying to integrate Nexpose into manage-engine. So for example, everytime nexpose generates a critical bulnerability, a ticket should be created in manage-engine. Nexpose has a ticketing engine https://github.com/rapid7/nexpose_ticketing, which I'm trying to use but I'm confused on what to put in their config file. Totally new to all this, don't mind the ignorance. This is what part of the guide says I'm not sure what to put for the rest_uri. I have access to my company's manage-engine which
How do get Request Custom Fields and WorkLogs tables linked? I tried Lookup Column
How do get Request Custom Fields and WorkLogs tables linked? I tried Lookup column on RequestID but it says I cannot add it. I have a custom field called Request Type in table 'Request Custom Fields'... See attached. I'm trying to build a report using fields from Request Custom Fields and WorkLogs but not working. The attached screen shot shows the relationship of RequestID on all tables so not sure why it's not working. Thanks!!!
How to automatically set status to Approve on a change request
Once a request has been successfully submitted, our CAB has 24 hours to reject the change. If there are no rejections, the request status needs to be automatically be set approved. Is there a way to automatically 'escalate' the status to approved, without someone manually setting the status to approved. We don't want the delay of having a person having to approve (change the status to approve) once the 24 hours has successfully passed with no rejections. I looked at SLA's but I don't see a way
Reports: Manage Scheduled Reports
We'd like to see the ability for Admins to view all scheduled reports regardless of sender and the ability to manage the settings for all scheduled reports such as the sender, subject, frequency, audience, etc.. Use case for this are roles where they report SD+ data to the business through scheduled reports. If one of these roles leaves the organization or moves to another department it creates a few issues: A) the report fails because the user no longer exists and the business doesn't receive the
Add time dedication to the Work Log using E-mail commands
Hi, I'd like to know if it's possible to add time dedication to the work log using any e-mail command, I can't find any command to do it. Thanks in advance.
Restore Requests deleted by Technicians
Hi, is there a way to restore a request accidentally deleted by Techcncian. If not, will it be possible in a early future? Thanks a lot alessandro
Average Response and Resolution times
Hi Please can someone assist with a MSSQL report query to report on the average Response and average Resolution times per Site for the last 30 days/this month. The report should have the Site name; Average Response Time; Average Resolution time; Number of Tickets Your assistance will be greatly appreciated. Thank you.
Add Notes in Report Column - new querry
Hello I can see that you are able to generate querry to add Notes to report. After generatiing such querry will I be able to modify it like any other report not made from querry ? Regards
Service Category Report
Hi! I have the following query (from elsewhere on the forum) that reports my service categories and templates, (title and description). I would like to group the output by category and also add the SLA data (name only) if it exists. I also want to exclude any template that is flagged as no longer in use. SELECT case when serd.ciid in(select ciid from businessservice) then 'Business Service' ELSE 'IT Service' END "Service Type", serd.Name "Service Category",serd.Description "Service category desc",
Request purchase order problem
Hello, i am testing the SD Plus. Now i create my own Asset with price, vendor etc. i inserted these assets in the request form to order assets...no problem. when i create a purchase order from the request form, there are only numbers on the item name and no price. see the screenshot it is a bug or a configuration error? Kind regards
Can't update because of bad check in script
Hello, I can't update from 9.3.0 to 9.3.0.4 because someone has once again (this has happened on prior updates) uses a simple port check to see if ServiceDesk Plus is running. So it does a check for anything listening on port 443. Since I have 6 other sites on this server there are other things listening on that port, but other IP addresses. Here is the important log lines showing what is happening. Mar 29, 2017 3:09:42 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] :
Resource information in tasks
We are working to develop New Hire and Off-boarding Service Request templates. Within the request template there will be a resources form built out that HR will input specific employee information such as name, start date/term date, department, title, department, manager, etc. As part of the request we would like to create a task workflow that will assign tasks to all associated parties, i.e. HR, IT, Shop, Accounting, Payroll. We need the information that HR added to the resource form to be included
Tickets resolved, closed by technician during a specific set of hours in 1 month.
Hello, I would like to create a report that tracks completed tickets ( resolved , closed ) during a 1 month period between 9:30 AM to 3:30 PM. Here is the query for the report without hours in between. Im wondering if you could help me add the last bit to report between those set of hours. SELECT "ti"."FIRST_NAME" AS "Technician", "std"."STATUSNAME" AS "Request Status", "wo"."CREATEDTIME" AS "Created Time", "mdd"."MODENAME" AS "Request Mode", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS
Top 5 canned reports???
Hi All, I'm new to the Service Desk and would like some feedback on the top 5 reports everyone is running and what value it's bringing to your turn around time? Thanks in Advance! Ben Witzlib
Task disable/enable on service request
Hi, is it possible to allow an requester on a service request to enable or disable the tasks? Thank you in advance Katy
Assigning technician via mobile app - no notification to technician
HI guys, We are testing mobile app at the moment. When I assign or re-assign a ticket to a technician there is no e-mail notification created. Why is that? Regards, Tom
Report to list all SLAs configured
Is there a way to run a report, probably a query, that would return all of the SLAs configured in the system and what categories/subcategories/items are tied to them? Using Postgres DB right now - version 9.2, build 9240. Thanks, Geoff
Reply Not Working
One of our technicians has a problem when they select reply in a ticket, the reply doesn't show up in the ticket. The program acts normally but the reply is never sent. This happens in Internet Explorer 11. Chrome seems to work normally. We are currently using SDP version 9.2 Build 9232.
Need define SLA Base on Request TYPE & Priority
Hi, I want to define SLA Base on Request TYPE & Priority. But there is no option is available. Type = Incident & Priority = High Then SLA is 8 Hour Type = Incident & Priority = Medium Then SLA is 16 Hour Type = Incident & Priority = Low Then SLA is 24 Hour Type = Request & Priority = High Then SLA is 16 Hour Type = Request & Priority = Medium Then SLA is 32 Hour Type = Request & Priority = Low Then SLA is 64 Hour Thank, Jimesh Makawana
Newly added assets report
Hi all, I would like to create a report that scans for newly added assets within a site. These assets can be for all equipment, switches, routers, computers, printers, access points, etc. My intentions are to create a report that views the last 7-days worth of newly added assets, 14-day, 21-day, etc. etc. I haven't played with this much so I might figure it out shortly but i wanted to post this out there for any feedback. Thank You.
Add tasks to a project or request directly within the task list using a "Quick Add" feature
I would love to be able to quickly add tasks when sitting down with a project team and do so direclty within the task list itself without having to click "Add New" each time. I don't need the full task editing screen for drafting a task list.
Requester field within a project
I would like to be able to record who the requester of a project is and have a method in which to communicate to that requester in a similar fashion as a service request. This requester is often a sponsor or key stakeholder in which we are in constant communications with.
Home Screen showing all task instead of my task
On the home screen for the techniciens in the section my tasks its showing all the tasks instead of only the open ones for the logged in user, any ideas?
bit of a Strange Question
Hi, Is there anyway you can hide the description content that is displayed for requester's ? We have been placing IT instructions into Requests, so our teams can following instructions. When users raise a request they dont see these instruction...that is, until they create the request and they see the description, so is there any setting or any way of not showing this to them ? My assumption is that the system is not designed this way, but any ideas ? Andrew
Query - Service Catalog and related Service Categories
Can someone assist with a query to list all Service Catalogs and related Service Categories please (including descriptions). Thank you
how to block certain users from creating tickets ME ?
how to block certain users from creating tickets in ME ? we have helpdesk email configured to open tickets in helpdesk system , however users are including helpdesk email in their communications that lead to multiple tickets are created for the communication which is not actual ticket . so how to avoid such situation .
Importing Requesters from LDAP
Hello, I am evaluating ManageEngine ServiceDesk Plus on premises. I am trying to import requesters from our OpenLDAP directory, following the documentation here https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-ldap.html The users get imported however their E-mail is missing. We do not use the mail LDAP attribute, but rather 'primaryEmailAddress'. As such I have set the LDAP Server Type to 'Others' and the Mail Attribute Label to primaryEmailAddress.
Webinar - Learn the essentials of asset management in ServiceDesk Plus
Howdy PitStoppers, Hope the month has been exciting for you so far. To make it more so, we bring you a fun, informative, and brand new module this month to dig deep into, scilicet, asset management on 21st of March. IT and non-IT assets are vital to any organization irrespective of its size. Accurately managing these assets paves way for reduced asset maintenance overheads, better SAM (software asset management), dynamic software license compliance, flawless auditing, and better IT infrastructure
Can't add "plus sign" to field name
I am trying to add a "+" to the field name but it removes this. I am sure this exists with other characters as well but have noticed it with "+" at: After I "Update" the field values and go back to the field to edit the "+" has been removed:
Error after upgrading to 9.3
Good day PLEASE ASSIST URGENTLY! After upgrading our Service Desk Plus to version 9.3 we get the following error when trying to open a logged request. " Sorry an error has occured Unknown error occured while processing your request" Have tried to get assistance with not much luck, or help for that matter. Already logged the following incedents: 8038045 8039405 I also get the error when I go to “solutions” PLEASE HELP
error connecting to pgsql database
Hi. Im getting this error trying to connect to the database: psql: FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "servicedesk", SSL off" In looks like others have had this issue previously and were issued a file to correct it but the download link no longer works see this thread: https://forums.manageengine.com/topic/servicedesk-admin-password-reset Our current pg_hba.conf is attached. does anybody know how to fix?
Bulk change asset status
My company now start using the inventory module on servicedesk and now we face a challenge due to coming pc refresh (700+), which replace the pc that more than 5yrs old. So there will be a bulk change of asset status from in use to dispose later on. eg during pc refesh the vendor that carried out the deployment will update and give us list of pc that being dispose once a week. In this case can we something like upload a file which later update the status in sdp? Naharuddin Great Eastern Life
Search by email
Hi, Is it possible to search for a requester by thier email address instead of the username. Our default usernames are employee numbers so it would be easier to search by name or email address instead of account name when creating a new ticket.
Flag not resetting after the Due Date is changed
Currently if a ticket has generated a yellow flag to show the SLA is approaching, when the date is changed the yellow flag is not removed? how do we reset this? as the date has been extended and show not be showing a flag. We are on version 9227
Send email to technician when request is due
Is there a way to configure system to automatic sending a notification email to the technician when a request is due?
How do I add the Contract - Additional Fields that I created to the default New Contract screen?
I've created additional fields that I want to add to our default New Contract template. However, I don't see anywhere under the administrator tab where I can pull up that template to add them now that they are created.
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? I understand the REST API is now in the application however we are on 9.2 9226 and still have access to the Servlet API. Is the Servlet API removed somewhere between 9.2 9226 and 9.3? The biggest reason I am asking is because we are still using the Servlet API and would appreciate knowing when it will no longer be available for use in the application. Jeff Day
Contract ID#
How do I get the ID # for a Contract? We have some attachments missing in a Contract and I need the ID # to find them. List of Contracts do not show the ID # for each one.
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