SQL Query to find all leased resources for a user
Hi There, Could you please give me an example of a SQL query to find all leased assets or resources for a particular user?
Modified departments not reflecting on reports
Hello We are in our 4th week with Service Desk Plus. Many requesters were auto generated and was not assigned to the correct department. We now have created the correct departments and assigned the requesters to them but this does not reflect on any new reports which still shows all requests on the same department. Is it possible to update it?
Servicedesk plus agent not detecting different versions of the same software?
Is there a way to configure the SDP agent to that it can recognize the different versions of a software? For instance, we have Adobe Acrobat DC Standard and Professional but SDP doesn't know the difference between the two. There is a significant cost difference between both software versions and this would help us reduced cost greatly. Currently running SDP 9.2 Build 9211 on MSSQL database.
Business Rules do need seem to be working - customer mail disappearing
Hi, As above, we are not able to execute any business rules. I have a simple rule set up to apply when a request comes in with the word test in the subject. The rule should be applied to our only site, should deliver the request to a specific team member and raise the priority to high. None of this is working. I have set turn on cascade execution to on, and tried the override request function. Nothing works! Appreciate any thoughts!
Windows App for ServiceDesk Plus Released
Dear Users, We are happy to announce that the native Windows App for ServiceDesk Plus is now available. The app can be downloaded from, https://www.microsoft.com/en-us/store/apps/servicedesk-plus-it-help-desk-software-app/9nblggh4smjh Technicians can now access ServiceDesk Plus on the go using their Windows Mobile Phones with this App. So Create, Update and Resolve tickets anytime from anywhere. We believe, this App would help you 'Respond' and 'Resolve' tickets faster. The key features of
Formatting of Excel Reports
Is it possible to change the format of the excel reports - font, background etc? We automate several reports via a schedule so it is not feasible to generate the report, format and then redistribute, we would ideally like to format the report within Service Desk.
Software installed report by user (not workstation)
I am looking for a software report that will show me a particular installed software by user (not workstation). Such as "Tell which users have Microsoft Office 2016 Professional installed"
After deleting technicians on SDP, still technician exists!!
Hi, So at work, i noticed that some deleted technicians are getting requests and they are also getting assigned by technician auto-assign. Does anyone know how to delete them totally from the system? My guess is it's somewhere in the database.
Notifications
Hi, It is possible to customize the notification, unless the system for more than 25 \ 50 \ 100 unassigned requests? This is really necessary for the coordination of requests. Thanks!
Add requests to technician calendar
I cannot seem to find how to add tickets to a technicians calendar? This is pretty basic for a manager to schedule tickets, but I cant seem to find out how to do that. Thanks for your help!
convert timespentonreq field in SQL
I am trying to create some custom reports from our SQL database and I am have a problem convert the timespentonreq field. I can convert to time, but it drops the first digit of hours if more than 100 hours. Any ideas or help?
Changed department for a number of requesters and want a report on the new department
Hi, We recently changed the department a number of requesters belonged to. We now want to run a report of what requests these users have submitted since the start of using Service Desk. The new department name is 'External Customer'. So what we need is something like 'select all requests where department is external customer' Thanks
Monthly/Yearly Query Report for Created Assets
Hi there, I would like a query report which shows all assets that have been created in a month, to be run and emailed on the first day of every month. If it is of no bother, could a yearly version also be created? Our HelpDesk build is 9119. Many thanks in advance.
Service Catalogue Query
Hi, I´m running servicedesk plus version 9.2 build 9212, my database type is Postgres, when try running the query below i get an error, will be so kind helping me to get it right for my build and database type please SELECT serd.Name "Service Category", max(list.Templatename) "Template Name", max(qd.QUEUENAME) "Assigned Group", STUFF((SELECT ',' + tgm.QUEUENAME FROM TemplateToGroupMapping tgm WHERE list.TemplateID=tgm.TemplateID FOR XML PATH(''),TYPE).value('.','nvarchar(max)'), 1, 1, '')
Time Report
Hello! I am trying to build a report to pull the total resolution time for each ticket that is resolved for a given month. Unfortunately, when I try to pull the report, it gives me a new row for every work log entry, and not just one row per ticket. Any assistance or direction would be helpful. Thank you, Leslie Dunn Supervisor, Enterprise Help Desk D&W Fine Pack
Report to show breached SLA's
Morning all, im looking to build a report to show breached SLA's, which have been passed over to a different group after the SLA has been breached. Essentially we have a 2nd line which on occasion pass the incidents over to 3rd line, after the SLA has breached Any ideas? thanks Version : 9.2 Build 9209
Hide Solutions tab for Requesters - 40269
Hi, Some of our customers wants hide Solutions tab for Requester and make Solutions available only for Technicians. Feature to hide selected entries is not sufficient and demand some efforts to configure it.
change the subject in the Change module
hi, is there any option in the change module to modify the subject when the cab members take approval the subject not clear as attached file . and we need to change the subject . thank you
ServiceDesk not start
Hi, the system not start. # sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/sistemas/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx1024m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Is it possible to ensure a request can only be re-assigned to another user and not none?
Hi all, As above. Thanks for any replies.
Several mail account for input
Dear sir, I need put several email accounts, for inbound emails... I don't have problems with this... but when I send to one of these address, the ticket is open with the main address... For example... I have configured in email inbound settings address1@mail.com address2@mail.com When de requester send an email to address2@mail.com... the ticket is opened in the field "To" with address1@gmail.com and not with the address2@mail.com Can you help my. Best Regards.
delete
how do I delete this program?
Update on support for Internet Explorer ( IE Browser )
Hi Users, We started phasing out support for IE 6,7 and 8 from July 2015 ( starting from SDP Build 9101 ). In one of the upcoming builds in Nov 2016, we will be completely removing the support for IE 8 and below. From the same build we will start to gradually phase out IE 9 and IE 10. As of now all features will work in IE 9 and IE 10. Any new feature that gets released from now on will not be tested in these browsers. Complete support for these browsers will be removed by the end of Jun 2017. IE
How to increase the survey rate
Hi, All, After close the tickets, system will send a survey to users ask them submit the feedback, but fewer users submitted, about 16%, I want to increase the survey rate, any suggestion about this? I know which tickets have not been submit the survey, but I don't know how to re-send the survey link to users, I think many users are missed the survey, need remind them once more.
Service Desk Plus MSP - Incident Additional fied use in SLA rules
Hi, I create a additional field in incident model for a account, and I need to use this field in Service Level Agreement rules. How can use ? Best regards, Bruno
Sending Notification Failed
Hello, Sending notifications or replying within ticket stopped working on SDP. Email server and connection / configuration do not report issues. At first inspection of the log file it show problem with a now wrongly formatted SSL request. Attached support file
Drop down lists not working in builds later that 9218+
Hi I've noticed a bug which is introduced with SD with builds greater than 9218 using Internet Explorer 8 on Windows XP/2003. Drop down lists do not work properly. When a user clicks on a drop down list, it does not accept the selection. The only way I can select an item from a drop down list is via the keyboard. Yes I'm aware that IE8 is not supported but we are unable to upgrade a majority of our endpoints due to XP being a requirement to operate machinery. Installing an alternative browser is
Service catalogue - Possible to have Approval Groups in workflows, except individuals?
Dears, I would like to know if it's possible to have approval groups, instead of individuals, when configuring Service Workflows. Within my organization, we have three different types of approver: 1) Hierarchical (the Dept_Head and Reporting_To variables you have) 2) The Service (CI) Owner 3) Specific Approval group From what I've seen only 1) is implemented in SDP. Is there a way to implement the two additional ones? Examples: 2) In order to Request installation of a specific software, the CI Owner
Customized Report
Dear support , I want create report contains this columns Software Name , PC name , Current PC user , Site of the PC Can you send Query For this Report
Unassigned technician
hi, Good Morning , is there any option to Unassigned technician , because some time the technician assign the request under the specific technician (XXX) no need to allow the technicians to assign the requests to this technician ,when assign the request the system change the technician from XXX to Unassigned. I already check the business rolse but no option to add technician. Best Regards
Remote Control Not Working on Chrome/Win7
cDear, The RC feature is not working on chrome on win 7 PCs, wondering if this is a setting related issue or if everyone is having the same problem. From a Win 8 PC(tech's PC), using the same browser works just fine establishes a connection, though the Remote control popup doesn't Chrome being our default browser, RC is either not used, or a complicating factor having to switch to another browser. Sincerely,
ADDING ROLES
Hi, I added role to Field & Form Rules: when Status = Closed than my custom field becames mandatory. Why this rule is not propagated when I close the ticket by pressing Close Reques button at the top menu? is it possible to added a role like mine at the button 'Close'? Thanks
New user request report
Hi everyone, Just wondering if there is a report that can tell me new users (imported from AD within past month) and any incidents they have created in that month. The idea is to improve new user support so we'd like to report on how many requests they are creating when they join our organisation. Thanks, Daniel
Unable to delete attached documents for assets
Hello - Currently we are unable to delete attachments on assets. When you delete the attachments and then refresh the page they appear again. I've updated the server to the current 9.2 9228 version of ManageEngine ServiceDesk Plus and then reindexed the databases but we are still unable to delete the attachments.
Service Catalogue
We seem to be having an issue with a form that was working for over a year now with no issues. All of a sudden if someone completes the form and hits the "Add Request" button the screen resets the form. No error popup or anything. We tried going to the app log on the server but that was not helpful at all. Any ideas on how to fix this?
Junk Notification Filter - feature request
Hi All, We receive newsletters and do not want ServiceDesk to answer about what request has been recieved. But same requester can sent to us technical incident. How can we add to filter some additional criteria like "description", "To"? Thank You.
Different UI
Are there any different UI's we can choose from? I see there is SDP On-Demand, but is that not something that can be hosted on-site? Is it separate from regular Service Desk plus or is it something I can enable or upgrade to? We are using Your Version : 9.2 Build 9224 We would like a little more clean UI and easy to use without having things redirect to a new page - specifically interested in this feature of On-Demand: "Single window confinementMultiple window pop-ups might create a lot of confusion
Disabled AD accounts as requesters
how to make disabled Active Directory accounts do not appear in the list of requesters?
API request field for Change Plan Approver (Manager or Above)
Is it possible to update the Change Plan Approver (Manager or Above) field via an API rest service call? If so, can you please relay the parameter name? Thank you in advance for your assistance Mike
Bulk select requests and print them as individual pages SDF-23235
We submitted a feature request for a bulk select and print for the requests each as individual pages, as if you did them one at a time from Print Preview. Our technicians move a lot of equipment, and print them individually then tag the devices with the request information on it, then it s passed around techs as well as locations. It is very time consuming to print each one individually. This would be a great time saver for us. Please vote up if it would help your organization too!
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