initiate two requests from single template
Dear, I want to create a template that would open two requests, each assigned to a different group with different tasks(etc.). Sincerely,
Asset details in custom report
I have a request where a user can select hardware and other stuff under Asset Details. When I want to make a custom report of the requests, "Asset Details" is not a field I can select. All other fields, such as subject, description and what else is no problem. Asset Details seems to be the only one missing. It seems I have to make a custom query, but I don't have access to the database and don't know the layout of it. Any help would be appreciated.
Build new or fix old
We have an instance of Service Desk Plus that is between 5 and 10 years old. It has a lot of issues ranging from duplicate requesters to messy/ inefficient categories. Should I build new or try to fix the old? If I build new, I would like to do a “side-by-side” build in alongside our existing instance. When completed and thoroughly tested, I would then cut over to the new instance and shutdown the old one. If you’ve done this before, would you be willing to share the steps that you took and lessons
Slow loading of Servicedesk results in failed AD integration
When are you going to resolve the issue with the slow initial loading of the Servicedesk??? We are now on week 4 with this problem, and its giving us a lot of issues with end users. If this is not resolved soon we see no other way then abandon Manageengine and finde another servicedesk system.
Incident Template Auto Assign to Group?
Is there a way without using categories (then a business rule) to automatically assign an incident request form to a support group once submitted. I currently have it setup using Categories and 2 Business Rules on the default form but that means I loose one level of the categories which I really want to make proper use of. I have an Estates Team and an IT Team, so I want to create a separate incident request form for each (Estates Request and IT Request) which when submitted automatically is assigned
QUERY: Request to change query to include technician selection
We use this query to show all worklogs for all requests and projects. It is grouped by technician can you update it to allow me to run it for only one technician? Thank you. SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN (tk.TASKID) IS NOT NULL THEN (wo2.TITLE) ELSE (wo.TITLE) END "Title", (wof.UDF_CHAR2) "Ticket Type", (pd.PRIORITYNAME) "Priority", (wof.UDF_CHAR8) "Site", (qd.QUEUENAME) "Group", (scd.NAME) "Subcategory" , CAST((ct.TIMESPENT) AS FLOAT)/1000/3600
Can we change contents of Yellow Box on request screen
Currently it only shows Status and Priority -- can we add other fields to this yellow box ?
Import projects and project tasks
Is there a way to import projects (milestones, tasks, etc) Before using SDP, we used spreadsheets for our project list. Is there a way I can import this like we can do for incidents or contacts? Thanks, Dan
Helpdesk Manager Rights
Maybe I just don't understand this structure yet but if I give my helpdesk manager SDadmin rights so he can create the helpdesk ticketing system I have no way of restricting him from things that are not Helpdesk . This is a big problem because I could never use the features of Professional to Enterprise which have nothing to do with the Helpdesk Mananger; like Purchase Management, Contracts, Change Management. Can ANYONE help me understand this. I am really lost and thinking this solution is lacking
Service Desk Survey Form
Is there a way to modify the information displayed on the header of the User Satisfaction Survey form? We would like to include the Technician Name on the form to the right of the line after "Closed on". Request ID 45369 | Created on 26 Jan 2016, 06:36:07 | Closed on 26 Jan 2016, 06:36:30 | Technician: Smuckatelly, Joe Our users enter alot of requests into the system and they would like to be reminded of the which Technician performed the work. Thanks Croz1960
E-Mail Notification for Support Groups
I have checked the option "Send Notification to group technician(s) when a request is added to this group" for a couple og my support groups. I have also chosen two technicians which shall be notified. Unfortunately ServiceDesk does not send any E-mail if a request is assigned to the group. I have already verified that the application is able to send E-mails. Best Regards Rolf-Achim
Convert incident to service
Hi, Is it possible to convert multiple incidents at once?
Trying to start PostgresSQL server failed
ServiceDesk Plus Debian 8 new installation fails to start the server due to the problem above. Any hints?
upgrade build 9118 failure
I upgraded our production level install to build 9118 today from build 9114. The upgrade said that it completed successfully, as well as the backup. However, I cannot launch ManageEngine Service Desk. The page times out. I have tried stopping the server by: ..\bin\wrapper.exe -p ..\server\default\conf\wrapper.conf and starting by running: startSDP.bat The application hangs during startup at: Application Layer Started. I thought I could follow the directions to restore from the previous backup. Well...
Delete inactive requesters
Hi Support, the option to list & remove (or archive?) inactive requesters would be very useful. Currently we archive requests over 3 years, but there is no way to remove requesters who have no requests in the current active database. regards allen.
Enable replies, including attachments, to technician notifications to be sent to the requester
Hi There, Is there any way to setup ManageEngine so that, when a technician receives a notification of a ticket, the technician can reply directly to the ticket notification with attachments and the reply, including attachments, will be sent to the requester and also added to the ticket? Cheers, Josh
Report - No of received requests each month
Hi, Can someone help me with the SQL query for above report? Thanks R
How do I order new software through purchase order?
I have a new piece of software. I cannot add it as a product, because it looks for it in the scanned software In fact, I cannot see a place to manually add software Charles Wood
Doubts with functionalities of Service Desk
Hi, I have several questions related with data extraction from Manage Engine: Is it possible to extract data based on custom filters or queries? If yes, how is that possible? Is it possible to generate a report with the time that each technical expend on the execution/resolution of the request? Is this possible without work register on the request? If yes, how is that possible? Is it possible to generate a report with the SLA Resolution information expend by multiple technical's, from different areas?
SQL Query for the Report - No of received requests each month
Hi, I've copied the below query into SQL server to create a stored procedure and I am getting 'longtodate' and 'datetolong' is not a recognised built-in function name. SELECT longtodate(wo.CREATEDTIME) "Created Time",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",wo.TITLE "Subject",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN DepartmentDefinition
Change Management - Planning
Hi I wonder if it is possible to make the sub headings (Impact,Roll Out Plan, Backoput plan) under the Tab Planning mandatory. regards Marcia
CI fiels model and product name
Hi, We just started using ServiceDesk Plus (version 9200). For the CIs from the server and workstation class, there is a field "model" and a field "product name". The model field can be edited, the product name field appears nowhere in the edit screens. This field is often incorrect for many of our assets. How can I change the value of the model name field if it does not appear in the edit screens of these assets?
Expand all conversation
Dear Support, Is there a way to Expand all conversation. I mean open all at once and no need to click one by one to read the email.
trying to get backup file from servicedesk plus.........
haii ... How can I get my backup files. and after backp file I'm trying to get my backup files inside it ... but it's nothing like it in the blank. please help me ....
Ticket auto Closed in non operation hour......where to change?
Hi, Operation hour set to 10:00 AM to 18:00 PM and friday & saturday is off day. auto closer of a ticket set to 1 day after resolving the ticket but it does not calculate operation hour. i.e if ticket resolved at thursday 14:00 hrs then this ticket auto closed in next day i.e friday 14:00 ?????? ideally ticket should be closed sunday 14:00 as my weekly holiday set fri and sat. no issue of SLA calculation. need your explanation. Mohammad Golam Rabbany Proud Customer of MESDP
Give Technician ability to modify requesters without admin rights
Hello I would like to give some of my staff the ability to manage the requester list so that they can edit the job title, name, etc without giving them the admin role (to control everything else). How do I go about doing that?
Default Search not working
We are seeing an issue with the Default Search sub module where it does not return any data newer than October 2015. If I change the sub module, for example to Notes, I get newer data returned. We are on 9.1.9113, running our database on MS Sql 2008. This issue as far as we can tell recently occurred, within the last few days. No changes or updates have been made to the Windows environment. Ran the tools to rebuild indexes and have rebooted the systems.
Cant import only active employee from AD
Hi, SDP 9.0 build 9048 PGSQL there is no option in this product to import only active employees. in AD resigned employees are made deactive & entry is exist in AD.whenever we sync both active and inactive employees are imported. is there any way? Mohammad Golam Rabbany Proud Customer of MESDP
Assigning a request to a group -> error
Hello, When I open the created request and I would like to assign it to a specific group, I must also assign it to a technician into the group. However, when I edit the request, I can assign the request to a group without selecting the technician. Is there any possibility to assign the request to a group without editing the request ? Thanks in advance. Regards.
Mobile Application for Servicedesk plus
Hi Team, I have Service Desk plus 9.1 Build 9111 and I have also installed the App on my android app but its still not working. I have tried to access the application using local authentication but it is still not working. We have raised this concern with Manage engine mobile app team also but still no progress. Thanks Gursimran Singh
Problem at fetching email
Hi, I have set the exchangeserver with the wright inlog. I use imap port 143. The service Imap on the mail server is started. But i get still this error to see: Email settings saved successfully. But an error occurred while trying to check connection with mail server – Problem connecting to mailbox What do i wrong and how can i fix-it? Thanks, Erik
From Postgresql to SQL Express
Dear all, i have a question: We have a Postgresql (which is by default for SDP) , now we want to move to SQL 2012 express, We want to keep all the configurations like business rules, additional fields, etc, if i make a backup from SDP application, can i restore it back when i change DB to SQL 2012? will we encounter some problems with my task? Thanks,
Merge Users script
Hi there! I was wondering if it'd be possible to get a copy of the "merge users" tools? (See here for examples) We've changed our e-mail address format due to changes in mail policy, thus creating the duplicates. Sincerely, John Parker
Creating Solutions Reports
Whenever we encounter a new error that has a work around, our incident management team diligently adds this information to Solutions as this serves as our KED. Is it possible for me to create a report that will list all of these known errors filtered by the technician that submitted them?
Need another option in "technician allowed to view" of role configuration
Hi, we have some technicians ....they are member of one support group but they need to see reports/tickets of some selected group including his own group. we found only " all,all site request,all associated group or assigned to him,assigned to him " option in technician allowed to view option in Role option in Admin. is it possible to add below option in "technician allowed to view" list in role option of Admin tab 1.group name list with multiple select option we are using SDP 9.0 build 9048 Mohammad
want to give reminder automatically from ManageEngine SDP to the Service Request Approver if they delayed to approve the request
Hi, I want to give reminder automatically from ManageEngine SDP to the Service Request Approver if they delayed to approve the request. Is there any option in MESDP 9.0 Enterprise Edition to perform this? Mohammad Golam Rabbany Proud Customer of MESDP
Template with tasks for multiple groups, which group gets ticket counted in report
Dear All, I have a template with multiple tasks for different groups, once a request is opened using this template, the first group would complete their tasks and assign to the second group, and then the third etc. Once the ticket is resolved by a tech. in group three, which group's will have the ticket counted in their reports? From my understanding it will only affect group three, which is not quite what I want(having the last group credited for the request, and other groups having a bad report).
Initial setup for trial of Service Desk Plus
Good morning. I am evaluating the software for a not too distant purchase. I need to configure the software to work for two separate departments of "technicians". One is going to be IT proper and the other will be one of the other service organizations within my company. I would like my users to hit the web site and click on a new issue submission and be presented with a choice (either IT related or service related). I believe I have that done as shown below: When you submit a request it flows
Include Change/PO # in Approval Screen
Adding the PO or Change ID number to the approval screen will help our team better organize and recognize requests.
Error while configuring email
HI, After we have configured our email and saved the password we are getting following error " FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate" Can you please help me in this thank you. I am also attaching the screen shot of the error for your reference. We have tested the connectivity to the mail server. Thank you Sudheesh
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