Problem with getting full description from email conversations
Hello everyone, I need little help with reports. With this select I get descriptiom from email but only first replay, I need to get all conversation between tehnician and requester. SELECT aau.FIRST_NAME "Podnosilac zahtjeva",wo.WORKORDERID "ID zahtjeva",wo.CREATEDTIME "Vrijeme kreiranja",wo.COMPLETEDTIME "Vrijeme završetka",wo.TITLE "Predmet",wotodesc.FULLDESCRIPTION "Opis" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN
Tracking when a request is assigned to a new technician
I am trying to find a way to keep track of requests that are assigned to a particular technician and then he/she re-assigns it to another technician. This will allow me to see 1) if one of my techs is handing off all his calls rather than taking care of them and 2) monitoring times when one tech was forced to handoff tickets because of specific demands. Is there a report or even a field that I can access for this kind of analysis? Thanks, Diana
Change request status
The ability to change a request status regardless of what the request view listing is instead of having to open the request to change the status. I feel this feature would make changing request statuses more efficiently. Thanks
Feature Request: Add custom "Closed" status options
In the Change Management module of ServiceDesk Plus, I have created a new change status of "Failed". This status is for changes that were attempted but failed or were rolled-back. When I set a change to this status, the change ticket still shows as open, and I want failed tickets to show as closed (similar to completed and rejected change tickets) (e.g. does not show up in the "Open Changes" or "My Open Changes" views).
cc: Email Address
Dear All, I've around 200+ requester, I'm thinking when we want to reply & cc the mail someone. can we perform a search of the receipient email address from requesters that we've created in the system? Warm regards, John
SSL Certificate
Hi everyone, I've been trying to install a digicert wildcard certificate following the instructions here http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html but I'm still not able to get it to work. My web browser still displays certificate error, can someone please help me!!! Thanks, Danny
Agent not reporting to SDP
I have several workstations with the agent installed and I have verified it thru the control panel as well as looking it up in SDP under the workstations and selecting software. However, they are not showing up when I click on the workstations with Agent Installed link. Scans have been successful each day and the latest agent is installed (1.0.18) on a few of the workstations. Lastly, could I do an inventory of all software without the agent?
Mapped drives in ServiceDesk Plus
We are using Desktop Central and ServiceDesk Plus together. We run the Desktop Central agent and its information is being pushed to ServiceDesk. The problem is that we are not seeing where the mapped drive information for a workstation is being shown in ServiceDesk. It appears fine in Desktop Central. Are we just missing it or is it not something that gets pushed?
Deleting the default STATUS in ServiceDesk Plus
Hi, Use the below link to delete the default status (Open/Onhold/Resolved/Closed). http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status You can find the id number by rollover the mouse in status link. But I don't know, whether It will affect any other workflow of SDP. Thanks. Regards, Ganapathi Ram
Active Directory Requestor Import Filter
Would be nice to have a way to filter with a query string which A/D accounts are imported as requesters. That way I don't get all of the A/D accounts (I.E. system accounts). I use this filter in other applications (&(objectCategory=user)(objectClass=user)(!memberOf=CN=SystemAccounts,OU=Groups,DC=domain,DC=local))
Request for specific Report
Hi there, I have a request for a report to deliver monthly report about how many hours have been spent on those acitivities. I have a group "Verwaltung" and they use Category "Verwaltung", Subcategory "Hausverwaltung" and the elements "intern" and "extern". Now I need a report that shows the time taken to solve these issues. It is not important if the requests are open or closed. The result should be available as Excel file for further calculations. Can someone help me with a Sql query? thanks a
Requests by Technician
Afternoon, Is there anyway to adjust the Requests by technician box on the Dashboard? We currently have 5 request status's Assigned, Open, In Progress, closed and on hold. It appears the report is pulling from tickets only specifying open or on hold and overdue, is there anyway to update this? Thank you, Daniel Price
Setting up current user as Requester by default
I would like to set up the current user as the requester by default. By doing this, the user submitting the request could avoid having to look up for his/her own name, when most likely their submitting for themselves. Is there a way to do this?
Assets
Dear All, I am using SDPE. I am already scanned the PC and inventoried. However, for the user assignation it was not detected. Is there any way to do it automatically? Because to assign for more than hundred users manually is not practical. Regards, Suhaimi
Hide Solutions from Technician Groups?
Hi there, I am wondering if we will ever see the implementation to have group specific solutions? Right now I have share point housing documents for groups but it's a system I'd like to kick to the curb in light of how good the solutions portal can be. I've seen some past forum posts on this subject where it was supposed to be part of the road maps back in version 8 but I haven't seen it since and the current road map doesn't seem to have anything on the subject. I would absolutely love to see
send e-mail to non-technician
Hi, Is there any possibility to send an automated e-mail based on custom fields to an e-mail group? The scenario is that upon user modification (hire, leave, etc), other departments should also be notified. We created so far a template for HR department to complete but am not sure if we can automatically notify the other interested people. If we just use the E-mail to notify field the users will just receive a link to the request which they cannot see because they are not technicians; also on business
Ticket Aging Report
Our current helpdesk is able to produce a report that summarises ticket age as a percentage of all tickets in a given timeframe (e.g. this quarter). Would it be possible to produce a similar report in Service Desk? Example output is: Ticket Age (hours) 0-24: [][][][][][][][] 80% 24-48: [][] 10% 48+: [][] 10% Thanks, Chris
Allow requestors to see all requests
Our company has many sites, and some departments even have multiple locations also. We need to provide a way for all requestors to see requests from all users. What is the recommended way to allow this?
is there an automated/scheduled external action in sdp?
Hello, I am a developer implementing an integration with 3 external parties via web services. In our case we have been taking advantage of the external-action-plugin-feature-in-sdp feature and it's working quite well. However, we now need to automatically execute our external actions when tickets are closed (and they can be closed in an automatic manner with no user interaction and thus, no menu action). So the third party endpoints should receive an update indicating the ticket close but I haven't
When replying to request CC is populated with the "sent to" address.
We use a number of email address that forward to SDP. The send to addresses ae distribution groups that contain the SDP mailbox as a member. We use this so that we can assign "send to" address to different groups in SDP. When we reply to a request, the CC field is populated with the original send to address. Is there anyhing we can do to stop this? 8.2.0 Build 8203 MSSQL.
Can a business rule trigger SMS messages for "ON CALL" technicians
We want to be able to set up an On-call schedule that will automatically notify us of an issue. The only way I've found to do this so far is to set everyone but the on call tech as on leave so that they don't get notified. The issue we have with this is that it's more difficult to figure out who the person is that should receive messages. If I could just set a Business Rule to send a notification to a Leave Type, I could leverage that instead. Any suggestions?
Servlet or REST API - Get all requests
Is there a way to return all requests through the Servlet or REST API's? I'd like to use a 3rd party dashboard to display the number of open tickets and their status. Thanks
Cost Center Sorting / Filter
Would be beneficial in the Cost Center configuration to have a sort and filter option
Service Desk Plus - Technician Dissappeared
Team, Good morning! I have been configuring SDP for our company and all seemed to be going well until I realized that my admin technician account was no longer visible. Originally my AD account imported fine and I promoted myself to an admin just as I did my IT director. His account is still visible however mine is not. The real kicker is that I can still log in using SSO and have my admin permissions. I've tried reimporting AD and changing things about my AD account to "trick" SDP but I have had
Issues with setting up HTTPS
Our company is evaluating ServiceDesk Plus and I am trying to setup HTTPS. The server that we have the application running also has IIS installed. We created a Certificate from this server and I ran through all the steps but I am wondering if we need to get the cert from our ISP or if we can use the one I created on our server. I also wanted to know if the cert name needs to be named our domain name "warrantyplus.net" for it to be recognized. thanks.
Turn off Technician Auto Assign
Hello, Technician Auto Assign was mistakenly turned on in our environment. We are using SDP v9.0 patch 9035 with a MSSQL backend. When I go into Admin->Tech Auto Assign and uncheck 'Enable Technician Auto Assign' the save button is greyed out and I am not able to disable the functionality. Please advise on the best way to turn off the Technician Auto Assign functionality as we do not wish to use it. Thanks, Sean
Email command to EMPTY an specific field
We want to change group and leave empty technician field. Previous status of data GROUP= GR_PRUEBA T ECHNICIAN= test_tec New data want to assing by email command: @@GROUP= IK_Infraestructuras @@ @@TECHNICIAN=¿¿¿¿¿ None / Empty / Not assined ?????? @@ If we want to change the group but 1.- The already associated technician is not one of the new group we want to assign or 2.- Just we do not want to assing a Technician at that moment So we would like to leave the Technician field ‘Empty’. Which is
ServiceDesk Plus Standard Free Edition
I have a question regarding ServiceDesk Plus Standard Free Edition. Is it is free for commercial use? And if its really Free Forever - Unlimited Technicians/Tickets/Users.
Import Request
Hi Team when I am importing request and keeping the date of creation as old date on importing the date is getting change to new date ? will not take old date as created date Regards Manish
Remove support group for one site
Hello, Due to having set one of our sites to ' Copy Default Settings' all the support groups are added to this site. This is not needed because only one specific group should be set for that site. I've switched it to Custom Settings, but when i go to support groups and go to that specific site and delete a support group, they are deleted everywhere. Is there a way to delete the support group from one specific site? Regards Kenneth
Automatic Solution and Announcement suggest for Incident Requests
Hi SDP user, Still checking if any relevant solutions are available in the solution base or if any announcements have been made regarding your issue before you go on to raise one? Here we make it easier for you! We are planning to introduce a new feature to our product that enables automatic suggestion of Solutions and Announcements, when the user raises an Incident Request through their self-service-portal login. This is enabled only for users,not for Technicians. What is it? Before each new Incident
Viewing Survey Responses from within the Ticket
Hi, We're running ServiceDesk Plus 9.0 Build 9035. When our technicians attempt to view the survey results from within a call ticket (Actions, View Survey Results), they get the error "unauthorized access to restricted url / SurveyDetails.do". As site administrator, this works correctly for me, so it appears to be an access rights issue. However, I do not see where the appropriate rights are located so our technicians can use this feature. Any ideas? Thanks!
SDP integration with map
hi every one I want to Integrate SDP with Google Map to demonstrate Asset on Maps and Implement Location Based Asset Tree. Can everyone Help me?
local login disabled/AD login not working
i have tried the following with no success: https://forums.manageengine.com/topic/disabled-local-authentication i have AD login enabled but says Username or Password is incorrect. Will not allow local login after disabled.
Global email header for notifications
I do like the custom notification templates, but there really needs to be an option for a global header. Then in the notification rules page, another checkbox to "append header" on the notification templates. Otherwise its a very painful process to manually edit all 30+ templates just to add a little standard header info on the tickets. For example, the global header can be created with something like: Requested by : $RequesterName Created by : $CreatedBy Due by date : $DueByDate Category : $Category
New ticket issue
As of 9034 anyone else having this problem? When I enter a new ticket for a user that is not in the database it loses everything in the body line of the ticket when you click submit? Can anyone create tickets for a new user? It seems when it prompts you to ask if you want to add this user it loses all the infomation you input... I've tried support and they have no resolved it...
First Response escalation
Hi, I set my request be responded within 1 days. if not, system will enable Level 1 Escalation. But I will receive a email before responded deadline. it's usually 10 mins before deadline. Could I set this time period to 15 mins ago before responded deadline or not ? ps. the email subject like "First Response escalation warning notification. Response due at : Mar 3, 2015 02:15 PM"
Our company is evaluating Service Desk Plus, feature question
I looked around for an answer, but only found related answers. My question might be too simple. Can we put an approval process between users and the help desk, to ensure that their issue is not training related and something their manager or supervisor can address instead of help desk? The person needing to approve of the process needs to be their supervisor. Is there a way to set this up? the closest answer i found was a service request that seems to have died on the vine. https://forums.manageengine.com/topic/approval-settings#49000006951369
Show voting button on solutions "Was it helpful? Yes No"
When a user is logging a request, solutions are suggested as the subject is typed. Once the solution is opened, the options shown are "Continue with request" and "Cancel request". My suggestion is to show a message saying "Was this helpful?" and options to select "Yes" and "No" so we can also keep track of how useful are the solutions published, apart from the view counter.
Deleting the default STATUS in ServiceDesk Plus
Hi, As per my customer requirement, I want to delete the default status in SDP. In SDP, there is no provision to delete/disable the same. So I find one shortcut. This will work perfectly. http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status Please tell me this will affect any SDP workflow. Also In future version don't show the Post/Link url to any users. Thanks. Regards, Ganapathi Ram
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