Variable operational hours for weekend help desk working days
Our help desk hours of operation are reduced during the weekend (much like adventnet). Within the configuration of operational hours within SDP, we would like to configure reduced hours for friday, saturday, and sunday.
Custom Icons
Hello, Many of our users are unable to distinguish the difference between an 'incident' and a 'service request' when using our self service portal to log a request. Despite help text sitting beside the large icons on the portal homepage, we regularly have service requests logged as incidents - maybe because it's the first icon they see. To reduce this problem I decided to track the source image of the incident icon and replaced it with something that was obviously to be selected when something
Need a query please.
Need a query please, i have some additional fields for requester that are in Georgian language, i have listed all information i need from query. Request created time, subject, mobile, რეგიონი, requster, job title, ქალაქის ტელეფონი, ფაქტობრიბი მისამართი, email, employeeid, userlogin.
How do I associate a task type to a service request template?
How do I associate a task type to a service request template? I have created a task type (User Creation) and a number of different tasks (create in AD, assign to security groups,set print permissions, etc). What I want to do then is associate this "task type" to the request template so that all the associated tasks get attached. As far as I can see you have to add each task individually. There are some task types which are common to several different requests and it seems strange to have to create
Admin changes
We are currently using 8.2.0 Build 8217 and would like to know if there are audit logs available to track what changes have been made to any of the config settings and by who. Is there anything readily available?
Duplicate request
We have multiple email enable support groups and sometimes users will send a message to one group and CC another. This results in duplicate tickets, one in each support queue. Subsequently, each group starts work on the request, unaware that the other group is doing the same. How can this be prevented? Thanks, Dave
Add new Service Field to select an existing user (requester)
Hi, Let's say I want to let an authorized requester request a VPN access for another existing requestor. How would I go about that? I cannot find a suitable Service Field or customized field. It is not acceptible to reverse the role using approval, this is how we need to do things. Another example would be to notify of a job termination. regards, Olafur
Can not log into Service Desk after Restoring backup
Hi , Incorrect username and password after restoring backup , migrated from mssql to mysql, restored backup successfully but username and password does not work , tried a lot of things from forums, resetting password with query, did not work.. any suggestions?
SQL for the first interation on a Request
Hi everyone! I'm trying to create a report (SQL or Tab "Reports") to bring me first the interation on a Request (the first time a technician contact a user, respond a user or close a request). I believe this interation can be made by two forms: 01 - In "Request" Tab, when send email by "Reply" or "Forward"; 02 - In "Resolution" Tab, when status is changed to "Closed" or "Resolved" and the request is saved. With the help of a profiler I've verified some things: When we use the option "01",
Work log report help
Hi, I'm trying to understand how we can create a reliable daily report of time spent for our technicians. They are having the problem where they add a Work Log on a call for the previous day (including start and end time) for example, 1 hour. This time is not added to the previous day but is added to the current day in the report we run. We just want to report on time that the technicians have added themselves to the worklog, regardless whether the call is open, resolved, closed etc. Under the
Exporting Purchase Orders to Quickbooks
Good afternoon, I'm wondering if anyone has ever needed or tried to export information from Purchase Orders in ServiceDesk to Quickbooks. We would like to explore that idea. I believe that, if we were to build a report properly, we could export that report as a CSV (or even schedule a report to email a CSV to a user) who could then import the information from that CSV to Quickbooks. The report would contain information about PO's that had been approved in the past 24 hours. I'm imagining would
SLA report by Account
I would like to produce a matrix report of requests closed within the last month for a particular Account by Priority and Category showing number and percentage of requests closed within sla and outside sla. Is this possible?
AD Authntication Not Working
Hello! We have recently implemented ManageEngines's Service Desk Plus in our test environment and connected it via Microsoft SQL. Scanned all the computers and other assets and also imported all the domain users by performing a domain scan by providing the proper credentials. Finally mapped the workstations to its respected owners. We then enabled active directory authentication, but with whatever domain user we try, it tells us wrong username or password. Now our domain is called xxx.yyy.zzz its
SLA based in Service Category does not works!!
Hi Friends I have a question for you. At this time, We have installed SDP V 9.0, and we are trying to organize all the workflows and services. We have a Service Category named Applications, but when we try creating a SLA based in Service Category, the associated request don't has a SLA assigned. How can we fixing it? The goal is getting that created request through Service Catalog takes the SLA from Help Desk Customizer, but no take it from the SLA Service. Thanks for your help. Regards
Report - all requests with a particular title
Hi I would like to be able to report on all requests raised with a particular title im using MSSQL thanks Russ
Need an expert Advice about PostgreSQL/Mysql/Mssql , which one to use?
Hi there everyone, i'm thinking about which one to use for (Faster) Performance , i will have around 1000000 requesters, maybe more and around 500+ daily requests, need an expert advice which of those database i should use to avoid performance issues and work faster in Service Desk plus application. Thanks!
SLA can be chosen per ticket, in the template editor.
Sometimes I create a special SLA for a specific template. Then I have to go into the SLA and generate the search criteria, contains this does not contain that ect. This SLA search is great for broad spectrum but to me it seems easier to have this as a drop down field to choose the SLA from SLA's created. Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.
Upgraded from 8.1 to 9.0, still stuck at max 2 technicians
We performed an upgrade of the free version of ServiceDesk Plus 8.2 with a max of 2 technicians, installing 6 service packs to bring us up to version 9.0. The purpose of the upgrade was to increase the max technicians from 2 to 5. After the upgrade, the software still shows a license for 2 technicians, and when trying to add a 3rd technician, the software does not allow it. How do we get the maximum to bump up to 5 technicians? Thank you.
Report for requests raised by user
Hi I would like to report on requests raised by a particular user. im using MSSQL please can you let me know if this can be done thanks Russ
Reports are not displaying characters
When i go for reports in chart, 3D pie or line or whichever, i get strange symbols instead of actual letters. attaching screenshot.
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL Sample of my field is shown in GUI.
attach document
hello how can i attach a document to the scanned softwares
SQL Help
Hi, im new to SQL and would really appreciate help with the following, I would like a report made to show me all machines that DO NOT have Adobe Shockwave Player 12.0 installed, the only fields I need in the report is the machine name Huge Thanks!!
SMS server setting in Service Desk Plus
Dear Team, I have two products of Manage Engine as SDP & Desktop Central. I gone through some more products of Manage Engine as Application Manager & Op Manager. Both of the products have SMS server settings so we can put modem directly and fire sms alerts. So can we get the same facility in either of SDP or Desktop central? Warm Regards Prashant Mangal
After upgrade to 9.0 I cannot open Attachments
Last Sunday, we updated from servicedesk plus professional 8.212 to 9.000 (doing an update to 8217 before 9000). Since then, the system has become unstable (servicedesk locks and the web server give us an error) and the attachments on the request cannot be opened. We cannot downgrade to another version (doing a restore) because we do not want to lose all work from yesterday and today.
Issue with Request Closing Rules and Worklog ticked
We set the WorkLog mandatory in Request Closing Rules for incidents, so that our technician HAVE to document the work that they have performed. Often, a request will include 1 or more tasks, and technicians will create worklogs associated with those tasks. The system does not recognize worklogs that are assigned to tasks within a request and will deny the close attempt by a technician, telling him that no worklog exists. As a workaround, in those situations, the technician has to create a dummy worklog
Great ServiceDesk Plus Configuration Book
Hi Al Came across this while doing some Google searching. Spent the $A35 happily and can highly recommend to even the most seasoned administrator. A great mixture of IT Service Management Principles and how to achieve them in ServiceDesk Plus. http://www.packtpub.com/servicedesk-plus-8-x-essentials/book
Update 9.0 failed
Hello i want to update my SDP from 8216 to 9000. But i got the followong Errormessage: Dear User, 9000 migration was stopped as the following managed software are not having CI Type association. Please associate CI Type for these managed software before proceeding to 9000 migration. CI Type association can be done from individual software details page by clicking on the 'Change' option for CI Type. 1. Microsoft(R) Windows(R) Server 2003 Standard x64 Edition 2. Microsoft Office Word 2003 3. Microsoft
restore backup in the 9 SD
I have a question. please tell me: i have a backup of old service desk, how can i restore it in the 9th service desk?
Number of open requests in a given time frame
Good Day! I was tasks with creating a report to state how many open requests (any request that isn't closed or resolved) with in a certain time frame. The issue I'm running into is when I create a Matrix report off of Request Status, I can generate a report with a bar graph that breaks out how many open requests of each status we have which is exactly what we want. The issue is if I wanted to find out how many open requests there were last week Tuesday I can't pull that data due to having to specify
Please help with Module provided in the request is not supported
<operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation>
Setting Up ServiceDesk Test Environment
Afternoon, I am trying to set up a test environment for ServiceDesk for testing of updates and the like I have installed Version : 8.1.0 Build 8110 which is as per our live deployment, I then restored a recent backup which went in without any issues but now the system will not start, I keep getting an error stating "Invalid License File" - any ideas how I can get round this? Thanks, Scott.
is in contract report
When adding an asset to a contract, there is a column called "is in contract". How can I create a report that shows all assets and their contract state? That field isn't available to be selected and I am not sure how to create it with a query. Thanks
Steps of roll back process while patch updation failed
Hi Team, Would request you to please share the steps of "Roll Back" process while latest patch updation failed. And how to roll back\Switch to previous version. Thanks Satyam Kunal
Remote Install agent ServiceDesk Plus
Hi, What location is the remote agent? SDP 8114 Professional Thanks, Mauricio Fuentes
Update from 8212 to 8217 Fails
In attempting to run the update I am getting this error in the updatemanager logs. [com.adventnet.persistence.EEARExtractor] [SEVERE] : Exception occurred while extracting eear :: [.\applications/AdventNetServiceDesk.eear] :: .\applications/AdventNetServiceDesk.eear What is the best solution this error.
Change Management 9.0
Have recently added change management and just upgraded to 9.0. Is there any documentation on best practices in setting this up from scratch? I would appreciate any documentation available. Thanks.
I can't make a manual backup
Hello! Help ме please - I can not do a manual backup (built Postgres). After starting the bat file, I get the following:
Pending request in minutes
How can i generate report about ticket pending time?
Need help with SMS configuration
Good morning, I need assistance setting up SMS notifications. I can see the option under the admin tab/notification rules.... but my question is this.. Is there a way to set up SMS alerts for specific type of request? Here is the scenario. A ticket comes in requesting that a fax line be set up. the request template we have set up for this fills out all of the proper fields (category, priority, group, technician, ect...) I would like to see if there is a way to automatically SMS our telecom tech when
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