How Can I export in csv file user/ticket/hour to resolve the site
I have this required. I need to be have a .csv file with this filed: user, ID ticket, Object request, Priprity, hour to resolution the ticket. I see in Tab Report, and I see so many csv model. Is it possible to be have a custom .csv file
Postgresql to MSSQL migration - build 9226 Restore Not Working
Dear Sirs, I'm trying to migrate Postgresql to MS SQL following this procedure (https://forums.manageengine.com/topic/migrate-postgresql-to-ms-sql) Step 1-5 are completed successfully. On step 6 (restore data) I get the following error as per attach. Many thanks.
How to rename manually added software
Hi Team, I have added software manually from Assets -> Software -> Scanned Software -> New. After adding I found out there is some typo error in software name. I have tried to find out rename option but couldn't find out. Also while adding software I have mention version over there however i am not able to see that version number in software details. Let say if I want to see my software as green v1 for that I have added that software manually from Assets -> Software -> Scanned Software -> New with
How to split forward and reply mail templates?
It there a was to define which template can be used during reply/forward and make it unavailable in the list of other function? For example while replying - I can also see forwarding templates and vice versa which is confusing especially for experienced operators. Thank you!
User Account Management
Good Day! I would like to propose an idea with regards on the requester/user account management. The scenario is that, there's this employee that so happen to be no longer connected in our company and we need to deactivate all of his/her system access without compromising those previous requests made. Unfortunately, unlike any other of our applications. SDP doesn't have the feature to "DISABLE/ DEACTIVATE" user access. What is available in here is "DELETE" which is not applicable to us. Appreciate
Discontinuing support for IE 8 and below
We had dis-continued the support for IE 8 and below from ServiceDesk Plus version 9101 which was released on 9th July 2015. Since at that time most of the function's would have worked in those browser's we would have displayed a message alone stating 'Some functions might not work on IE 8 and below. We recommend you to move to version 9 and above' while accessing a page in ServiceDesk Plus and the requested page would have been displayed. In one of the service pack release ( probably before Nov
Discovered way to have Dashboard that cycles between Opmanager and Servicedesk dashboards!
This article by Nigel Arnold at Set 3 showed me how to use gadgets in opmanager to display pages from Service Desk within a OpManager CCTV view. http://set3manageengineuk.blogspot.com.au/2014/12/servicedesk-plus-in-opmanger-dashboard.html a little bit of dicking around, I have discovered I can do this : <iframe src="http://helpdesk/WidgetDetails.do?widgetId=1&hasFlashCharts=true" width="400" height="200"></iframe> to include the gadgets from the dashboard view. so use Chrome to do a View Frame Source
Trigger a Task only when certain field(s) selected
I'm currently attempting to set up our new Help Desk system with Servicedesk. One of our primary tickets we deal with is in relation to new hires. I've got the incident template all laid out with all the proper fields would need to fill out, as well as marked what's mandatory and not. What I'd like to do is to create tasks based upon if those fields are selected or not. For instance, I wouldn't need a task to prepare a new computer for the employee if they're in a role that doesn't require a computer.
Request approvers - need another option
When sending a request for approvals, sometimes the wrong approver is selected. The wrong approver DENIES the request and then the request is useless. We have to recreate the original request and send for approvals again. Is there a way to delete the approver who denied the request and have the ticket status updated to awaiting approval? Or can we get another option other than Approved or Rejected? A good option might be "Not My Accountability" or something along those lines... Regards,
Simple REST url example
Does anyone have an example REST API url for viewing a single request? I understand having to use the technician key, but I'm not sure where it should be in the url. An example url would be great. Thanks.
Customizing the user interface with corporate colours and logos etc
Hi all, I've been trying to get my user interface to look more corporate but I cant see any way of changing the background etc. I'm missing something obvious right? :)
What are the requirements for Non-IT assets?
Hello, I know that assets with an IP address automatically register as Assets, but I wanted to find out whether that's the only qualifier or not? I.e. would something like a router or switch, which has an IP address, be required to count as an IT asset, or is it possible to classify those items as Non-IT assets? Just wondering what the qualifications are so I can definitively explain why some items are classified as IT assets and others are not. Thank you for your help!
Incorrect link in solution emails
We have notifications set up for new solutions with the below default email template: Dear Technician, Solution : $SolutionId under $TopicName, has been approved. Title of the solution: $Title Solution can be viewed using the link below. $SolutionLink The link ^ that is sent in the email is wrong. You get an error when you click on the link (below) If I navigate to the solution in help desk the address is http://ithelpdesk/AddSolution.do?solID=98, so the link in the email has an additional
Incident Template Rules
hello Every body I Want to ask about how to make rule on Template when the requester open it to download file
When I want to create a custom report. The Pick Value list does not open in the advanced filter options
When I want to create a custom report. The Pick Value list does not open in the advanced filter options. We are working with version 7.5.0 build number 7504 So I can't select for example 'Request status' = Open Johan So
Single point of contact
Hi, i would like to remove all e-mail address from support group and use a single point of contact in service desk plus . What will be the impact?
Nested Assets
What I would like to do is similar to how Workstations has Laptop and Desktop under it... I want to create: Cell Phones - iPhone - BlackBerry - Android So I can separate the assets...however, I can't find the way to do this.
how to get Unassigned Requests for a particular group.
Hi All I'm able to get all unassigned requests however I'm stuck at filtering Unassigned Requests for a particular group. So far what i have is: http://itildemo.servicedeskplus.com/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=81E5E1AF-D9CD-413E-A815-CABF9D27C67E&INPUT_DATA=<Operation><Details><parameter><name>status</name><value>Open</value></parameter><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Unassigned_System</value></parameter><parameter><name>group</name><value></value></parameter></Details></Operation>
Viewing Software on a Workstaion
Current, when we go to view the software on a scanned asset, it defaults to showing 300+ software titles. 95% of which is set to "Excluded". Is there a way to have the SDP default to showing display Freeware, Managed, Shareware, Software Suite? How do people handle this now?
"PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV.
Dear All, "PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV. This issue is exist in SDP version 9220, 9221, 9222 and 9223. As of now we are fixing this issue and the fix will get released soon in our next service pack. To stop this issue temporarily, we need to stop importing users from AD/LDAP/CSV till our next update. --Murugesh
Integration SDP + Redmine
Hi everyone! Maybe someone use integration between Redmine and SDP? It will be wonderfull, if someone can share experience about that!
Report assistance
Dear Support, can let me know how I can generate a report for: Top 10 Incident/Request Reasons per month? 9.2 Build 9212 Thanks
BD SERVICE DESK PLUS
When I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
No ManagedConnections available within configured blocking timeout
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking.getting this exception. Getting above exception in my application.Give more suggestions for resolving this Issue. Thanks inadvance, Ramesh
Cannot send more than 1 approval to 1 person
Hi We're running VERSION NAME and since we've upgraded we've noticed that when you send the first approval, you cannot send additional approvals to this person's email address. We use this as a method to chase approves to make sure they approve requests. Is this a known issue or a new feature?
Automatically escalated requests
hello , i need to show Automatically escalated requirements report and manualy escalated requirements report. how i can do this ? Please, help me. Best regards,
Blank stages in the approvals
Sometimes an approver needs to be deleted, or there is an issue when they are approving. When we delete the name, there is a blank stage. Is there a way to remove the whole stage?
Import Requesters from Active Directory
Hy there, it seems that i can only import user objects from Active Directory. As i tryed to import contacts from Active Directory it failed. Is there another solution with import contacts? Thx in advance!
Assets Problem
Hi, A few weeks ago i can add normaly assets, now i have an error message "FAILURE :License violation. No more IT Assets can be added in the current license model." if i delete asset i can't delet a new with a same message, any help? Changes on the license a weeks ago?
Custom Trigger
Hi there, Just a question on how we go about creating a custom trigger to do the following: If a certain email address sends through a request it automatically gets assigned to a certain technician. There are no templates on how to create the batch file needed. Any help would be greatly appreciated. Thanks
Backup Failing
Hi, I'm pretty sure we're got an authentication issue with our scheduled backups failing, and was wondering if this was the case ? I've checked the logs of the serverout file which have been extracted below. Can you advise which credential is failing ? The Database or the account within SDP ? Saying this though, the application Event Log viewer says the backup failed due to the following: EVENT LOG VIEWER java.io.IOException: The process cannot access the file because another process has locked a
Resetting the Service Desk
Hello, We have done extensive customization on Service Desk plus and consequently logged several incidents during the test phase. Is there a way to "reset" the service desk to delete any existing tickets while retaining all other customization? Thanks,
SLA Problem
Regarding SLA problem we face problem on SLA as we make rule and it's not working well
2 of our technicians have lost permissions to their views
Both of their roles haven't changed. We tried changing one back to requester and then re-adding/setting him up as a technician again. When they log in, it creates a new requester and they can only see the requests and solutions tabs and no requests that are assigned to them. We have version 9.1, build 9114. Thanks, D
Multi-Pick List for Service Catalog Custom Fields
Please add the ability to have a multi-select list for Service Catalog Custom Fields.
Set Domain on Login screen to fixed value
We only have one domain for user accounts and would like to either remove the domain drop down or set it to always be a fixed domain. I have already gone in to Windows Domain Scan and made all other domains private. I have also deleted all local accounts and turned off Local Authentication. It still requires users to select the domain they are in. What can we do to simplify the login process for users by removing the requirement to select a domain?
Assign requesters from different sites to the same department?
I am trying to assign requesters from different sites to the same department so that they can see each others requests when they select the view "Show All Department Requests". Is that possible? Right now every site has it's own departments so you can have the same department in 2 different sites but I don't think they are related, if someone from one site creates a request the other requester in the same department but different site won't see it I don't think. I was thinking of maybe setting the
Problem with Network Scan for Printers
Dear Support, Printers are not identified in network scan, as all printers does not have credentials to login (like username and password) we login them directly using the ip address. kindly rectify the issue so that we can add the printers to the inventory. Regards Mooez
Asset Management in SDP
Can you tell me if SNMP v3 communication is available in SDP, yet? If it's not available at this point, when will it be? Leslie Myers
Default Worklog Type
Hi, You can make the appointment of a worklog type by default for the group of technicians? Each group technicians assigned to them by default worklog type. To default entered automatically. Thanks!
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