How to Hide or 'Retire' a Support Group?
Hi there, We'd like to decommission a support group (it's actually defined in the Default Settings, and cascaded through Copy to all sites, so effectively, we wish to decommission many support groups - one on each site). The only option appears to be to "Delete" them, but you can't delete groups that have any references left, including assigned requests. We don't want to lose the history of these assignments, so unassigning all the historic requests is not really an option. We don't have this
"happy" notification after upgrading to 9.0.31
Hi team, after upgrading to 9.0.31 there is strange notification in Request module, see the attachment... regards
ServiceDesk Plus 9032 Released
Dear Users, Hotfix over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9032 SDF-57719 : Option to assign Incident Template in Business Rule action. Issues Fixed in 9032 SD-58559 : Brazilian Portuguese language properties are not loaded when it is selected as a Browser Language. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Running Report on Workstation History
I'm not sure this is possible, but I'm wanting to do something like this - Run a report that lists only certain computers (computers that have a hostname that begins with LT), and it will return the following values: - Computer name - User that is assigned to that asset (possibly get username that logged in at that time as another column as well) - Date and time - IP address I may need some info on how the agent scans the machine. We are hoping to audit our machines and see how often a user is logging
Report for EstimatedEffort
We are creating a process for tracking KTLO time (Keeping the Lights On). We are using tasks to do this and having technicians enter their time in the Estimated Effort fields. They do two tasks; one with a title of "KTLO Time" and one with "Total Time Worked." We have created a query report that gives us each of these two tasks sorted by Owner and then by Title, but are having an issue getting totals of each type of time entered (title). Below is the Query we are using. Can someone help? The
SLA available in Changes, Problems, Solutions, Tasks and CMDB
In some places the sla's is used like a condition in the contracts, the option to measure this contracts is compliance the service agreements, this is for have a better control in all tickets and increase the quality in the service given.
Request Searches Passed a Certain Date
It seems that any searches we try to do for our Requests will not return results that are after Nov 18. You can locate the tickets when viewing "All Requests", but the search function will not return them. An update was done around that time, and we had to work with support to get functionality again. I'm not sure of the details, but if needed, I can get them for you. Currently running 9.0 Build 9026.
The time elapsed analysis not work in Chrome
I'm working with the version used is 39.0.2171.95 m
Open a request as a technician on behalf of a user
Hi, If you open a request as a requester you can open it on behalf of another user, but if you open the request as a technician is not possible to open it on behalf of. Thanks in advance, Aritz.
Business Rule based on technician
I would like to have a business rule based on a techncian. Is that possible? I don't see "Technician" in the list of options to define business rule criteria.
Delete default product types
Hi, I know this has been asked before - but it can't be right, that I can't delete the default product types under Assets? We don't have IPS, NTP, Room Sensor, and we don't want to track our Racks etc. And because i don't want unnecessary information, I would like to delete these - but it seems I can't??? Why am i unable to delete them? Can I delete them by going into the database? Best regards Peder
Update a ticket by email from the requester
Replies to a ticket notification from the user aren't updating our tickets - just creating new ones instead that we have to merge! They're straightforward replies with the ticket number in, with two hashes either side, but it just isn't working. Any ideas?
Search in request additional fields
Hi, Is there a way to have the ticket additional fields searchable ? I have defined some text additional fields and I cannot get results when I issue a search from the search tool. Any help would be greatly appreciated. Maxime Gauthier
Reports tab is blinking and continuous refresh after zoho reports integration
I'm running version 9029 and we tried to set up Zoho Reports integration with an email account and an API key and we get the following message in the corresponding admin page: FAILURE :Exception in displaying zoho reports configuration details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. And after this when we try to access the reports tab on the SDP it blinks with
Reply Templates
Hi I am trying to create some reply templates, when I press Save or Save and Add New nothing happens. I have created templates in the past with no problem. I have also tried editing templates and am having the same problem. I have updated to 9.0 Build 9029 and am using IE 11 When using Firefox the problem disappears! Stuart
Possibility of rationing
Good afternoon, Is there a version 8.2.0 Build 8212 the possibility of rationing? For example setting the PC category, you must set the rate of implementation of 1 hour. Next, you need to compare this rate with the time of the assignment.
can not delete Non it asset
Hi i am trying to delete Non it asset from my SDP but it shows me not possible so could you please any one show me or send me the query to delete the non asset for the database DB. Postgre Version 9.0 Build 9004
Scheduled Backup error
Hi I had an error on my scheduled backup. I had like 7,4 Giga free and the backup is like 6.2 G . After the error the memory shows 3 G. The backup stoped after 6-7 minutes.What is the problem causing this error? Thank you for your help Regards Eno
setting a reply template for service request
Hi Is there a way to have a specific reply template automatically sent to a requester when they fill out a service request from the service catalogue? Wayne
SD+ integration with other web-based system
We use SD+ as mail ITSM system and encourage colleagues to use it on daily basis. So, in order to promote it more we miss ability to add reference to other IT web-based systems in SD+ menu. You have done recently a change where the user\technician can click on "AD SelfService" button and get moved to your self service system. What about allowing the administrator defining new buttons like this to in-house systems? More, let the administrator to decide if clicking on the button will open the system
enable Request Status" field when creating conditions for SLAs
There is limited number of fields on which you can build conditions, can you please add "Request Status" ? This will simply allow us to exclude assigning SLAs to tickets which are e.g. Closed.
Automate restore of ServiceDesk
Hello. I am running ServiceDesk Plus on a test server as part of a project and would like to automate the restore process to run every night (as it takes a long time). Is this possible? Does the script support command line input? Thanks, Dave
field to associate any CI not just asset
By default we can associate a ticket to an asset. however we have IT owned assets hosting applications that end users own. It would be great to be able to associate tickets to CI's other than "assets" (servers, other devices). This way I can chose a CI (eg. an application service) and see all tickets that were associated with it.
Backup failed
Hi, After a downgrade of ServiceDesk plus to the free version, I am trying to import a backup from before the downgrade. I have installed the same version as we had before the the downgrade and the import also seems to be working fine, its running for a while with no errors. However no data is imported. Any ideas?
Serive Desk Plus Uplead Size Restriction
I am trying to find out if there is a way to change the upload file size from 10mb to a larger number? We upload lots of documents for various projects and some docs go over the 10mb limit that is currently set.
Admin Report - Department List, Requester List ,Technician List, Incident Template List, Service Template List
Data Base : MySql , MS-SQL, PGSQL SDP Build : 8100 to 9000 Complete Department List: select dept.deptid "Department ID",dept.deptname "Department Name",dept.phoneno "Phone No",dept.fax "Fax",sdorg.name "Site Name",aa.first_name "Department Head",dept.deptdesc "Department Description" from departmentdefinition dept left join sduser sd on sd.userid=dept.deptheadid left join aaauser aa on aa.user_id=sd.userid left join sitedefinition site on site.siteid=dept.siteid left join sdorganization sdorg on
Workstation maintenance
Hello, In our company we implementing annually workstation maintenance and need to fill the maintenance date and details in Assets properties. Is there any method to add this information to Assets? Regards, Zara
forwarding to another site after sending data to API
How can I redirect the user to another page after submitting an application ? Released only : after sending data to servlets / RequestServlet
Exporting of Requesters
Hello all, our client is happy with the demo of SD+ ITIL, so we now have bought it and setting up the new server. I mentioned previously that I cannot add Users/Requesters via csv as the login names and passwords are not imported. I now manually made the changes to several hundred accounts. How can I export the user data from the "test" site to the "Live" site. regards Warren
A "Requester Impersonarion View" would be helpful
Often times when I'm configuring requester facing interfaces I have to save a change, log out of my admin account, log in on a requester account, review the impact of the change from the requester's perspective, then log back into my admin account to continue changes. This can be pretty tedious when trying to implement new processes. It would be helpful if there were a button to "View as a Requester" or impersonate a specific user's permissions to ensure that they have all the things they need and
Create User specific Group
How can we create user specific group in SD Plus tool, so that one user group can not seen another user group tickets.
Possible to create Custom View "All My Not-Closed requests"?
There are some basic views which filter requests htat are assigned to yourself. However the View I would like to have is all requests that are assigned to myself and that are not Closed. The one default View that comes close is "My Open or Unassigned", but then I also see all Unassigned requests. The other default View coming close is "My Open Requests" but there it doesn't show Pending requests. How can I create such the Custom View that I want? I can't find the option in the filters of a Custom
Report: Tickets created at [time]
hi support-team, i need to create a report for tickets and i need most of all the time, when tickets were created. can you give me a quick start, please? thanks in advance. best wishes winnie
How do I view services requests/incidents with a status <> Completed
I'd like for our technicians to be able to view tickets that are both Open & On Hold (or, essentially any status other than closed). This is a fairly typical thing to do in one view. Is it possible in SDP? Thank you, Adam
Exporting of Requesters to CSV
I need to dump all my requesters to a CSV file so I can do some data scrubbing and prepare them to reimport to new MSP version of Service desk. Can you please tell me how to get the data out?
I am trying to export all the requesters and added info
Does anyone know the simple way to do this?
ServiceDesk Plus 9031 Released
Dear Users, Hotfix over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9031 SD-58296 : Vulnerability Issues fixed. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Karthik Anand. ServiceDesk Plus
How do I bring up the old data in case SD plus reinstall on the new server?
Hi, Let say my company have a new server for the SD Plus. Once the reinstall SD plus finished how do I get the backup data from the old one to continue the servicedesk operation? Thanks, Jakraphon
filtering asset view with [NOT] condition
Hi there, SDP build Build 9027 when viewing asset details, we can "search" to only display column containing the specified string. is there a way to specify a boolean on the text field? for example: list workstation that are NOT in a certain site (or sites) list printer that serial number DOES NOT contains certain string view all switches EXCEPT those from Cisco
how many hardware inputs Standard Edition in service desk
how many hardware devies inputs Standard Edition in service desk
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