Report Inquiry
Good day, Is there a way to generate a report that lists all service requests of a single subcategory with its details? Example: We want to keep track of Leave Requests, so we need to generate a report that shows the Requester, Date From, Date To in a table.. Thank you in advance!
How does the Approvals process work for SRs?
I would ideally like a request to not be "live" until after it is approved if approval is required. In other words, a tech shouldn't be able to pick it up or be assigned to the request while approval is pending. I have set the workflow to: "All approvers have to approve the Service Request" and made a task with "Automatically trigger tasks once Service Request got Approved" but the technicians can still pick the pending request from the list, work the task and resolve/close. Bug or am I missing something?
customizing engineers and so dashboard
can i customized my dashboard in sense of there are many engineers and I wish only few selected and on the basis off that dashboard customized?
Understanding SLA's when passing tickets to different sites with their own SLA's and Operational Hours
We are implementing SLA's into our version of SDP and just wondered how the SLA's are applied if the ticket gets passed to a different region with their own set of SLA's and Operational Hours. For example the UK are classed as the default setting, our operational hours are 8am - 6pm, our P1 SLA will be 1 hr response, 4hr fix. The Asia Pac region have their own list of sites with their own operational hours and slightly different SLA times and obviously are in a different time zone. If a ticket
How to reset Help Desk Software by ManageEngine ServiceDesk Plus | 9.0 - admin password?
Hi, We are running "Help Desk Software by ManageEngine ServiceDesk Plus | 9.0". It was configured by previous IT guy and I need to reset the admin password. I was wondering, how to do that ? Any help appreciated. Thanks.
Does using the network scan to scan Brother printers return meaningful information?
Hey there, We upgraded to the brand new SDP MSP 9.0. I know the version is different than the non MSP version but I believe the question is still relevant. I scanned an IP range on my network that had two different printers. It returned a sysDescription with an incorrect model number (NC-8300h), no Serial Number, and a useless toner supply number (-3 tenthsOfGrams, 150%). It looks like some Konica printers are returning some clearer results but the Waste Toner Box and Staple cartridge are returning
URGENT - Unable to create support group in any additional sites
We have recently upgraded to 9.1 Build 9120 and have noticed that when I try and create a new support group against a site, it allows me to add it, but then its saves it against the default setting, not the selected site. I have tried this against multiple other sites and each time it saves it against the default setting. the default setting here is just for the UK configuration, we have multiple other Regions each having their own sites and support groups etc. Please see screen shots attached,
Dashboard Widget Customization
Please I need to know how to make the widgets on my dashboard show reports for daily and or weekly events, not for the entire events on the MESD+, also how do I customize my widgets
Spam filter on certain incomming emails
We have a spam filter to delete a specific response that comes to our helpdesk from an outside system (we cannot have an exclusion made to it so it does not send the confirmation email). We receive up to 300 of these daily. Since these come into our exchange server first, is it best to have these deleted there than to have ServiceDesk process them and decide to delete them?
Simple Call Volume per Month line chart
Hi, I'm looking for some tips on creating a simple line chart that shows us how many requests our Service Desk has received per month. So we can get some sort of indication of a request volume trend. I'd also like to have this as a schedule report to be mailed to me monthly. I've been having a look at it today, and can almost get what I want by creating a custom Tabular Report. This generates a simple line chart of requests created, per month, but also includes details on all the requests that have
Add filter and column to aging report
I have the following MSSQL report that shows detailed ticket aging. I would like to have this filtered so that "Incident Type" is NOT "TASK". Also I would like to add a column for priority. Can someone assist? Here is the code: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",wo.TITLE "Subject",ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status",datediff(d,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'),GETDATE())"Aging(Days)"
Problems with REST API
Good morning, I'm using the api rest of ServiceDesk Plus, but I have a problem creating a new request. The API uses the request name and not his id. This causes an inconvenience when multiple clients with the same name. Is there any way to use the customer id to create a new request by the rest api.
Change Requester Notification
Is there a notification setting for requesters when the technician change requester/owner of the ticket?
Category Query report amendment
Hi, Please could you amend this query to only look at active categories, subcategories and items that have been used in the past month and have a count down of count per regions please? select cd.categoryname "Category",scd.name "SubCategory",it.name "Item",count(wo.workorderid) "Count" from itemdefinition it left join subcategorydefinition scd on scd.subcategoryid = it.subcategoryid left join categorydefinition cd on cd.categoryid = scd.categoryid left join workorderstates wos on it.itemid = wos.itemid
Change Approve in the Change Template
Hello Team, The version that we have for service desk plus is 9.1 with the build 9114. What i miss here is the ability to add Change Approver in the Change Template. I do have other roles like the Change Manager and Change Owner in the Change Template. The reason why i would like to have an option to add the change approver to the change template is that we have configured a workflow that would trigger an email to the Change Approver once the change is raised. Is there a way i can achieve this ?
Is possible configure same certificate in diferents Servers?
Hi, I have a customer that they have several Servicedesk in differents servers and they want to configure certificate to access by HTTPS to them. Can they configure the same certificate in the differents servers? I have thought that I can use the wildcadrd certificate but I'm not sure.
"Login Details" for a requester
We're using SDP 9118. We currently use AD authentication for technicians. We're wanting to open our helpdesk to our users so they can start using the service catalog. The question I have is: What information do we need to fill in for the Login Details section for a requester? If they're using AD authentication, then why am I required to set a password? I tried just entering the user's account name, then selecting the domain from the drop-down, but I'm prompted to enter a password. What happens to
Operational Hours by Organisation or Support Team
Hello, We are currently evaluating Service Desk plus to see if this product fits our requirements. Initial impressions have been very favourable. However, our Service Desk operate different hours of the day on certain days of the week (and we operate strict SLA's based on these times). Currently there appears to be no way of setting this up outside of creating different sites. Is this actually the case? Going back through the forum it appears this has been raised a few times since 2007 and yet
Set custom view as default view for requests, possible?
is there a way to either globally edit the default view for Requests or to set a custom view as the global default? I have a view that shown Open Approved Requests I would like to use for everyone. Thanks
Uninstall on Linux
When I run the uninstall script I get the error, "This application requires a Java Run Time Environment (JRE) to run. Search for one on your computer was not successful. Please use the command line switch -is:javahome to specify a valid JRE. Fore more help use the option -is:help." I already installed a valid JRE and tried the -console parameter. I'm uninstalling because I can't get the program to even load right. The PostgresSQL reports an error not being able to find a file under the "tools"
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
SNMP V3
any idea when this will get incorporated in SDP?
Advanced Analytics in ServiceDesk Plus
On most customer installations these days we're making sure that we configure the Advanced Analytics feature in ServiceDesk Plus. This has really helped our clients get to grips with the amazing amount of key performance indicator (KPI) information that is contained in their service desk. Setup takes only minutes and is well worth the effort. First off look for the 'Advanced Analytics' or 'Zoho Reports Integration' option in the 'Admin' tab: If you don't already have a Zoho account you wish to use
zoho reports in servicedesk plus
Hi, Great job integrating servicedesk plus into zoho reports . With this I have made a wallboard showing request (with SLA status) per technician. I have two questions: 1. Is there a roadmap when problems, changes and projects will become available ? 2. Is it possible to include all worklogs and tasks in the export (now only those related to requests are exported) for I want to show open tasks and hours made on a wallboard. The fact that the related problem or change is not available doesn't matter
Error upgrading.
Hello, I have tried upgrading from version 9.1 Build 9114 multiple times but continue to get to 98% status post invocation in progress error and then error uninstalling. The upgrade then breaks my manage engine installation and i have to restore from a snapshot. There are many errors in the logs. Can you please confirm a solution? Thank you.
Need more documentation about REST API
Is there any other documentation available, or perhaps i have overlooked it somewhere, where i can find an API map with ALL API ENDPOINTS for each operation? I should be able to reference the documentation and see each possible endpoint. For instance, see below. I could be able to go to the documentation and see all possible object key/values for operation "get_requests", where key equals "filterby" and then see a range of values that would include "All_Requests", and other filters as well. Does
Upgrade - Corrupt file
Hello I am trying to update our Service Desk Plus software from 8205 to the next hotfix. However when i run the update manager and browse to the ppm file, i get an error that the file is corrupt. I even tried to download it again. Message: SEVERE: ERRError in writing inf.xml file. Help....
Delete Category
Hi Dears I want to change some category and some sub category from my list but some rules i set with these data. is there any way to notify me witch of my rules will be disable after deleting theme? up to now i have to search all of my rules one by one for finding them. i need a easy way for change them.
child task doesn't start
After update SDP. Now present version 9.2 build 9204 question: After the request opened, starts the pearent task. After we closed parent task, the child task doesn't start. If will press "trigger" child task, error will be shown "Cannot trigger tasks which has parent. [410]" 410 -id children, not id Parent
Clarification of SSL cert renewal on SDP 9.0 Build 9039 (Linux)??
What are the correct steps to renew an SSL cert in SDP 9.0 build 9039 on Linux (including the creation of the CSR)? I have a copy of the original saved sdp.keystore before any keys were imported into it, and it contains one entry for my server & domain: [root@server bin]# ./keytool -list -keystore sdp.keystore.save Enter keystore password: Keystore type: JKS Keystore provider: SUN Your keystore contains 1 entry server.mydomain.com, Mar 20, 2015, PrivateKeyEntry, Certificate fingerprint (MD5):
Issue with Outlook...
Hi, what is the status of this request please... SD-60583 Issue with Outlook 2013 / All images in outgoing messages are incorrectly marked with contentID incorrectly marked contentID is id=\\"Picture_x0020_1\\" src=\\"cid:Image0\\" This creates a problem with outlook 2013 because as all the images have single contendID – outlook is displaying them randomly, each time user opens issue message. Meaning, that instead of getting image from issue in particular email, you get first image from
Installing updates
Hi, When updates are released, quite often you are prompted if you would like to create a backup or not. It would be nice if you could have the option to roll back as having our helpdesk unavailable whilst it backs up is detrimental to our service. We have it so a scheduled backup runs in the evening so thought it would not be necessary to run a backup When I went to update from 9.1 build 9121 to 9.2 I did not get an option to skip the backup and now I have been waiting for 45 minutes without a function
ServiceDesk Plus support for SNMPv3
My organization is currently running ServiceDesk Plus v9.1 Build 9100. What I am wondering is this; when is support for SNMPv3 going to be added to the product so that I can more securely add my network devices to the CMDB and Asset Management? Our organization has very strict guidelines for security and for us to start using any version of SNMP other than v3 will require CIO approval with a very strong justification and mitigation statements. Thanks in advance, Kevin
Reporting on archived tickets query
Hi, Is there any plan to make the reportable fields in archived reports, match that of the "all requests" reports? For example, at present when reporting on archived tickets, under the advanced reporting section >column name drop down, there is no Region option. As we use SD+ as a global tool, this makes global reporting on archived calls extremely painful. Is there a particular reason why the reporting fields differ? If not could I ask that they match that of reporting on "live" tickets
Technician Drop Down/ Customizing Note Location for Tickets
Hello, I have ServiceDesk Plus installed on CentOS running version 9.2 Build 9202. I am running into an issue where a deleted Technician is still showing on a drop-down for assigning tickets to. Where can I delete this? I am using mariadb (MYSQL), and cannot find a table where the user exists. My second question is for customizing or moving the request fields. I have technician adding notes, but to see the notes, you have to scroll down on the page. Is there a way to move this field towards the
AD Domain issue 9203
Hi All, Having a bit of an issue with 9203, I'm unable to view the OU's in the windows domain that I previously was able to scan in 9202! Even using a domain administrator I cannot see the OU structure! Any help would be great! http://i.imgur.com/mJosJoz.png
Unable to restore backup to SQL Server
Hello, I'm currently running off of ServiceDesk Build 9000 with SQL Server 2012 installed separately on the network. I created a backup using backUpData.bat on the ServiceDesk windows server and created a VM snapshot of the server. I neglected to take a backup of the database on the SQL Server using SQl Server management studio (I wish I did.) I performed a failed upgrade of ServiceDesk and then reverted back to the snapshot pre-patch which still contained the manual backup made using backUpData.bat.
How configure Service Desk to perform automatic routing ?
Hi Friends, How Do I Configure Service Desk to perform automatic routing to the appropriate technical group when the call is received ? att,
Reporting for a new Service Desk
Hi Support, We are setting up SDP for a new Service Desk, but I need to create some custom reports. Number of calls taken (breakdown by Mode) Failed Response SLA for Day/Week/Month Failed Resolution SLA for Day/Week/Month Average Resolution time by Category/SubCatagory Average Resolution time by Technician Even if you could point me in the direction of the field names required for these Queries that would be very helpful. Regards, Ben Louisson
How can I attach files from API to a request?
I can create a request from the API but I can't add an attachment. How can I attach a file or files from API?
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