Link to Contract documents within Contracts
Hi, We use the Contracts module in ME SD. However our company policy is to store our contracts in our CMS. Is there a way to link to these contracts rather than having to store them within ME? This functionality is critical for us to be able to continue using ME SD for our CMDB asset tracking. Being able to support a URL format within the "Attach file" section would be ideal and clean.
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR?
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR? Example, if a SR is raised for something to be developed, a subsequent CR is raised then, and the initial SR is linked to the CR, but I would like to see some form of automation here, like: - When a CR is raised and a SR is linked to it then the SR status should change to 'Pending Development Approval' - When a CR is approved, then the linked SR should change status to 'In Development' - When a CR
Category Import with special char
Hello i have some issues when I try to import new Categories (and sub+items). I use danish char like æøå/ÆØÅ, which shows as for example �0 (Æ0). I have tried to encode csv file as UTF-8/ANSI/ISO8859-1, but this does not help. How do I import from csv, so I keep the danish char? Thx
Sort model in combobox
Hello, For friendle UI add sort to combobox with model
Mailfetch from imap-mail.outlook.com not working
We have setup a email address at outlook.com (NOT office365!) and try to catch the mail with IMAP(S). In order to make sure that there are no firewall problems I also installes Thunderbird to check if mail is available, and in Thunderbird there is no problem with the exact same setup. When I hit the Save button in SDP I receive this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox What goes wrong
TimeSpent in New Custom Report - differs from Close-Open time difference
Hi there I would like to see the time spent on request, and luckily I found TimeSpent custom report I have selected 'Time Elapsed', 'Created Time', 'COMPLETEDTIME ', 'Resolved time'. As a result I get the query SELECT wo.WORKORDERID "Request ID",wo.TIMESPENTONREQ "Time Elapsed",wo.CREATEDTIME "Created Time",wo.COMPLETEDTIME "Completed Time",wo.RESOLVEDTIME "Resolved Time" FROM WorkOrder wo WHERE (wo.ISPARENT='1') I would expect that wo.TIMESPENTONREQ "Time Elapsed" is the difference between closing
No "MySQL" option during the ServiceDesk installation.
Hello, I'm a beginner with ME ServiceDesk Plus. I wanted to install a Free Version of Standard Edition available for 5 technicans. I have a MySQL database on the outside hosting (home.pl) and I wondered if ServiceDesk will run on it. I run an installer on my laptop, but it doesn't have "MySQL" option to choose, only PostgreSQL and MS SQL. In Installation Guide "MySQL" box is mentioned: 14. Choose the Database between Postgre SQL,MS SQL and MY SQL . By default ServiceDesk Plus supports Postgre SQL
Vendor Details Report
Morning, Is there a report that will show me for each vendor I have setup, their details and which contracts they are associated with, together with the contract expiry date and value ? All the current reports that mention VENDOR, just seem to take the vendor name, and not their address, contact, tel, e-mail etc details. Thanks Ian
Struggling with GET_REQUESTS url.
(I'm doing this via Python, but that shouldn't matter too much.) I make a POST request to this URL: [base_URL]/api/json/request?scope=sdpodapi&authtoken=$token&OPERATION_NAME=GET_REQUESTS&INPUT_DATA={operation:{Details:{FROM:0,LIMIT:100}}} This URL totally returns 100 tickets, regardless of status or anything. I make a POST request to this URL: [base_URL]/api/json/request?scope=sdpodapi&authtoken=$token&OPERATION_NAME=GET_REQUESTS&I NPUT_DATA={operation:{Details:{FROM:0,LIMIT:100,FILTERBY:"Group
Tasks worklog report
Hello! We started to use "Tasks" module, our technicians creating individual tasks (not from requests). And now we can't find how to create report for worklogs in those tasks. Reports - "Tasks" does not include time spent by technicians Reports - "TimeSpent" includes time spent for requests only, not for single segregated tasks What can we do? Thanks.
Associate Incidents to Problems
Hello Team, I have an issue when trying to attach an incident to a problem, As shown in the screenshot, I'm trying to add columns to be able to search within a lot of incidents. However, I can't add the subcategory or Item as a column in that view. Since the application name in our tiers exist in the subcategory field, I need to be able to filter by subcategory. Please let me know if this is possible. Another question, The box that has the list of incidents/requests is not re-sizable... I have
Change Notifications - time in epoch not utc
Email notifications of a status for change tickets are displaying the scheduled start and stop time in epoch format and not utc. Other modules and reports show time in the standard utc format. Under Personalize, the standard day, date, time, year is configured.
Need report like this
Percentage and No. of incidents or service requests resolved by second level support (other than SD) per technician and per group/ over the total no of incidents or service request assigned to that group. i.e.: total no on incidents resolved /total no assigned. No. of tickets resolved No. of tickets assigned Percentage of resolved Per technician Per group Percentage and no or incident or service request resolved with target response time and agreed SLA by the second level
SLA Not Assigned
My SLA rules don't work. I don't know why. Criteria is by priority. Everething is ok. But, when submit a request, SLA field shows " Not Assigned ". I try set the criteria by urgency and impact but doesn't work too. The Preventive Maintenance set the SLA correctly. My problem is just with Request SLA SDP: 9.0 Build 9046 DB type: MSQL
Images in message template
I would like to have a footer in every notification message being sent to requester. The footer must contain our company logo. Is it possible to embed an image into the message template? I do not want to use web link function, I want to embed an image like MS Outlook does. Is it possible? Regards, Jerry
API - Get requests for current technician's support group
Hi all, I need to query the API for unassigned requests and the current technician's assigned requests filtered by their support group. All I have is their AD username. I'm thinking a service account with a technician key would do the querying, since there is no access to technician keys. I would have to do an admin query for all support groups. Then, for each support group, query for all the technicians in that group and compare their names with the results of a query for all requesters by loginname
ServiceDesk Plus Snippet of the Week | Identify Your VIP Users and Help Your Help Desk
Your IT help desk most likely sees a lot of ' we need it now' incidents. These incidents could be from entry-level staff, mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the incidents. Let's say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level employee raises the same request. Clearly, you will need some form of prioritization in this case. So how do you prioritize incidents
request status
Hi I need help! I created a status of "Awaiting response from requester" for requests This status was created on similarity a standard status "OnHold" In Self-Service Portal Settings I turned on "Open onhold requests upon requesters reply" but when the request is in the status "Awaiting response from requester" and User answer the question of Technicians, through web-form, request does not change the status to "Open". Answer via e-mail - ok! If to use the status "OnHold" - answer via e-mail and web-form
Service Desk Plus API callback
Documentation is very light on how this works. Is it POST or GET? I have developed a POST REST web service in .Net and do not seem to get callbacks from SDP application. The callback URL is public and valid. Any thoughts oh how I can debug it? Thanks.
Using Search: Best Practices?
Does anyone have a "best practices" document on how best to use "search" functionality in SDP MSP? It is hard for us to determine what data are being searched and how best to search without documentation that provides cases or examples. For example, does "default search" search work log and full description, or just part of description? Case sensitive or not? How can we search conversation threads in a service request? We have many questions about search.
Servicedesk plus mobile app
Do technicians have the ability to enter new requests from the Request Catalog? i only see "new incident", not any of the service catalog request options.
Owner Ship for CMDB
I would like to ask about a report can generate the owner for CI, to be as below owner: then list of CI's under his responsibility. Thanks
Query: Software Changes Daily (Installed vs Uninstalled)
Dear respected team, We have a query scheduled to send a daily report about installed/uninstalled software on our domain computers. In the output we see duplicate values and records for Internet Explorer that seems to be updating and not really freshly installed. Is there any way to exclude Internet explorer and other software that are only being pdated from the report? Thanks.
application available only local
Hello, I installed "Manage engine plus" - service desk application on CentOS with this instruction https://www.manageengine.com/products/s ... linux.html I solved all problems with installation and it works, but only on machine where I installed it. My question is: How to set my station to work on this application on other computers in the same network. I'm the newbie. I will be grateful for all replies. Regards, astepi
Report Incident
Hi Support, I would like to report an incident which has been reported last June 26, 2015 at 2:34 PM, but our technician just saw it in the web console on June 29, 2015 at 8:00 AM and resolved it at 8:53 AM. Here is the screenshot of the incident. (Embedded image moved to file: pic08765.gif) Why does it did not appear immediately in the technician console after it has been reported?
Incorrect email address sent to Job System
One of our stores sent us an email by typing out the SDP email address twice into the to field. The two field has itservice@ourdomain.com.au and itservices@ourdomain.com.au They put an extra s at the end of itservice which is not a valid address. Now whenever I go to close the task it gets re-opened because of the incorrect address. I'm going to add itservices into smtp on AD to get around it but what is the correct way to get around this in future? I couldn't see any way to edit the to field within
Business rule & autoassign - business rule won't work
Hello. When technician auto assign is ON and we create business rule to assign specific request (f.eg. requester = "John Smith") to technician John Doe request will be autoassign (to random technician in group).
Set technician to request while creating request via REST API
Hello! I have problem with REST API - if i have technician autoassing ON, I cant assign technician - <technicianemail> doesn't works. I can use <technician> but I have 2 technicians with the same name. Could you guide me how can I fix it?
Change Zoho E-mail ID
How do you update the Zoho E-mail ID in ServiceDesk once its been configured? We initially setup under one account but would like to change it to a different shared account but its locked in.
Mobile app for requesters
i also have a support ticket in that is describing an issue with the add request icon disappearing/reappearing, not working when pressed for both iphone and adroid for multiple users, however..... even if this was not the case and the UI was not bugged at the moment, the only fields i saw that were available for a new request via mobile app, was title, site, description. I cannot think of a scenario where we would ever allow all of our requesters to use this app, because of the amount of direct
Extend Custom Views to Problem, Change, Projects
We are expanding the use of ServiceDesk to include multiple development groups as well as infrastructure. It would be a nice feature if on the Change, Project, and Problem tabs that the custom views functionality that is present on Request were present. In this way we can easily filter large number of changes, etc by support group or other field based criteria.
PO send email to supplier
Guys, If i send an email to a supplier from a PO, then there is no trace of that email anywhere, unless i put myself in cc... It should be seen in the PO history overview that e-mail was send. With regards, Sven
SLA is not applying
Hi guys I created a SLA Rule for a specific combination of Category/Subcategory/Element, but I think is not working because when a user creates an Incident for that specific Category/Subcategory/Element the Expiration Date that is Taken is the one set by the Priority. I mean: I have this: Priority 3 --> The ticket can be resolved in 3 Days. But SLA for one specific Category/Subcategory/Element says that the ticket MUST be resolved in 8 hours. So if a User creates an incident with Priority3
Dashboard
We are running SP 9.0 Build 9043. I'd like to customize the Dashboard, but it seems that the feature is either disabled or not averrable? I've created a custom report that I want to use instead of one of the standard reports/widgets that's on the default Dashboard. Thanks in advance...
If the users can't change the description in a service catalog request, the user cant use it
1. If I add a service in Service Catalog, it's not possible to uncheck the option "Requester can View" for the Description field. It's grayed out. Is it there anything I can do, to uncheck it ? 2. If I uncheck "Requester can Set", the requester will not see it, when he opens the Service request. However, he can not add the request. When the user has filled in all information, and tries to click "Add reuqest" nothing happens. No error message or anything.
Failure to connect email to manage engine
I am getting an error of FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox when connecting to exchange 2013. Kindly help.
ae_scan XML import
I would like to import an XML created by ae_scan.vbs into the servicedesk manually but cannot find a place to do that. All old forum posts refer to a 'Standalone Audit' section of the servicedesk which does not appear to exist anymore. Can somebody please point me in the right directory?
Displaying "Reporting To" in the request
Hi, Is there a way to display the "Reporting to" field inside the request by a user? The only way I have found to do it is to create a "User - Additional field" and then map that to the "manager" attribute in Active Directory. But when the data is pulled from AD it isn't parsed properly. Is there some other way to get the "Reporting to" field to display in requests? Thank you, Cheers
scheduled Backup won't start
Although the system event log shows the backup started, Scheduled backup is not running and uncompleted file stored in the backup path. Anyone has a clue ?
$technician in reply template
Hi All, Can you tell me if it is possible to use a variable like $technician a reply template? As we have more than one technician, it would be nice if the name of the technicina who handled the call could appear under the text, without typing it everytime. cheers, Hans
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