Import ticket conversations
While evaluating SDP we are testing migration to SDP from our current ticketing system. While core request data can be imported, we do not see a way to also import the bidirectional conversations from our current system into SDP as part of a request. Is there a request import option we are missing to be able to import request conversations?
Technician can not edit request detail by click "Edit"
Hi support, I want to ask to you, why technician can not update request detail if the request has been assigned to him/his by click "Edit" ? It is still "Processing" on it. But, if technician update request details by click field directly, it will be update. Can you tell me why it's still "Processing" ? and I hope you can fix it. Thank you Regards, Sabbichis
ManageEngine ServiceDesk does not started after upgrading from 8027 to 8100
I have upgraded our ServiceDesk from 8000 to 8027 without any issues but when I take the next step to 8100 ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0.ppm the upgrade succeds but then will not start. All I get is the splash screen and it hangs on Application Layer Started..... I have uninstalled, restored back to 8000 and tried it again but it once again hangs after upgrading to SP1 What should I look for?
Report All Request where Technician is the same person of Requester
Dear all, I want a report where the Technician is the same person of the requester. I try with this but the i have a strange result. can we help me? SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",cd.CATEGORYNAME "Category",pd.PRIORITYNAME "Priority",wo.TITLE "Subject",LONGTODATE(wo.CREATEDTIME) "Created Time",LONGTODATE(wo.COMPLETEDTIME) "Completed Time",std.STATUSNAME "Request Status",ApprovalDetails.EMAIL "Approver Email",LONGTODATE(ApprovalStage.SENT_DATE)
ServiceDesk Plus 8215 Released
Dear Users, SDP 8215 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8215 SD-50215 : In PGSQL database, Technician's cannot able to create a request for a requester if the requester name contains single quotes. SD-53756 : If default product type got edited to any other language, then not able to scan the asset of that product type in 8213 build. SD-54460 : Unable to add notes using the External Action
Software Enhancement - Upgrade/Downgrade License Management
Dear All, We are planned to introduce ' Upgrade & Downgrade License Management ' in our product and we attached some sample pages for upgrade and downgrade license management in this presentation. So please go through this presentation and send your valuable feedback/suggestions.
Request for a weekly report
Some sort of dashboard that can be reviewed weekly that would show the following: Total number of tickets open for a support group (example network team) Total number of newly created tickets for the previous week (ex. 50 tickets generated for network team from Oct 27 - Nov 2) Tickets resolved for the previous week by support group Tickets resolved by engineer in support group Tickets overdue for support group
Need report to count up QoS in SLA
I've got Qos formula it's (100-(0,1*number of failed requests low SLA+0,3*number of failed requests normal SLA+0,6*number of failed requests high SLA)*100/(0,1*number of success requests low SLA+0,3*number of success requests normal SLA+0,6*number of success requests high SLA)))/100 and it needed to be in section of sites, and another one in section of technicians it would be like: 1. general report: qos is 0,96 2. site report: site 1 - qos 0,96 site 2 - qos 0,98 site 3 - qos 0,94 3. techinicians
Problem with a survey of users
Good afternoon, There is a problem in Manago Engin 8.1.0. 8121. When creating a poll, asking questions and possible answers. In the preview, everything is displayed correctly. When closing the application, user receives an email with a link to the survey, go through this link, and see only an empty field "Comments suggestions, proposals." Upgrading to the latest version does not work, the problem remained.
service catalog approver
hello some of the department's head person are not listed in the service catalog approvers list workflow, why is that?
change character in the notifications
Hi, Is possible change the "#" (##$RequestId##) character in the notifications subject to another string or character, like ##P$RequestId## or §§$RequestId§§ for example. best regards
New Service Catalog with new counter number.
Hi, I want to design a new service catalog for my use. I create a New Catalog named "System Activity Form" and under it i created a "System Form" I created all fields and boxes i required with all approval cycles. I need to know that if i create this or use create a System Form can it possible all these form have other counter number as i create Request. Request has currently 200 on wards now. but i want if create this form can it possible new counter start for managing this only. Regards MAJ
Cascading list boxes
We are currently deploying SDP V8 on our network. My team have suggested that it would be a useful feature to allow the creation of cascading list boxes as additional fields on the Incident and Service Catalog templates. These list boxes would work allong the lines of the Category-Sub-Category-Items list boxes already in use and would provide that feature for company specific requirements.
task assignement in service categary
hello i would like to know when does the task gets assigned in service category, is it after creation or after it gets approved
service catalog workflow
hello i created a service catalog where i have 3 approvers and 3 tasks, and what i need is to trigger first task after first approve, and the 2nd task after the 2nd approve and the third one after the third approve, so how can i do it in a way where the workflow wont continue to the next stage of approval until the related task is closed? if there's a third party software that can interact with SDP to do the job, please advise
Support Group - Manager
Hi, Is possible to have in the Support Group the possibility to identify the responsible/manager for the group and also have ability to have alerts of requests, tasks, etc. for that responsible? Best regards, José Almeida
Unable to send email to external people
Hi Support, We are trying to email people externally, once we press send we get an error Sending notification failed. Can you please let us know how we fix this. Version 8.2.0 Build 8212 ManageEngine Service Desk Plus Regards, Greg
Email command templates not Working.
So I've got the Email command thing to create tickets mostly working except for @@REQUESTTEMPLATE=New Employee@@ . It will populate the template field in the ticket just fine but will not create any of the tasks associated with the template. The actual mail looks like this msg.To = service@test.com msg.From = techguy@test.com msg.Subject = @SDP@New user request: @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=HelpDesk@@ @@OPERATION=AddRequest@@ @@TITLE=New user request@@ @@REQUESTER=HumanResources@@
Software Enhancement - Suite License Management
Dear All, We are planned to introduce ' Suite License Management ' in our product and we attached some sample pages for suite license management in this presentation. So please go through this presentation and send your valuable feedback/suggestions. --Murugesan K
another tricky query report to build
I want to produce the all important "capitalize labor" report. (This would be a time spend report, but needs to UNION with tasks?) The report would do the following: For all tasks during the defined time range (say this month or last month), that have a task TYPE of Development (in our specific case, "DEV: Sprint"), pull in the total time spent on that task and report it on the report. This is tricky (but possible) because it needs to combine time spent with attributes of the task to determine
All Request by department
under the report by all request. Request by department. stack on request status. Report is showing. OPEN ONHOLD RELOSED OTHERS. What is the RELOSED and OTHERS.
Backup Restore
Backup file created and setting up a test system 8213 mysql backup file will not restore I am restoring it to Build 8213 running on mysql Please assist The restore utility closes without giving time to read messages. Where can I find the log files for this.?
Request Print Preview - Include Changes / Problems / POs
In a Request print preview that has associated Purchase Orders / Changes / Problem, allow selecting to have those associated records included in the print. This would be extremely helpful in the case of Purchase Orders where the request and PO need to be maintained for certain audit or physical signature requirements.
solutions privacy
hello how can i make the solutions only visible to a specific support group
Where is Database?
Where exactly the database (all username, tickets, etc) sits in the ServiceDesk? Installed the latest version on a new server. We need to move the database from an old server to new one.
Report with Jobtitle and User group
Hi! I would really like to be able to user the fields Jobtitle to make reports. Can this field be programmed as a variable I can use? Same thing with User Groups, it would be great to be able to make a report on a specific User Group. Best regards Andreas Karlsson, Knowit
Change Management
Is there a detailed guide on how this process works? I added a change, sent it to CAB for recommendation, which was Approved, however the change still shows as unapproved?
Asset Scan - DNS servers
We have several DNS servers in our network domain. Why is it that these servers, in CI details/System tab, display all authenticated users? Is there a way to eliminate this from a asset scan?
evaluation report for technician
hello any suggestions for reports and measures to evaluate all the technician in SDP
How can we see the history of a resolved ticket?
A ticket usually has a lot of history. In history tab of the ticket, it has the details of the technician(s) who has worked on the request. Like, the ticket has been assigned from technician A to technician B and to C.The history tab of the ticket shows all the details of the technicians who have worked on the request. When we take a report showing the resolved tickets, is there a way to see all the history of a ticket in the report. Please help... Thank You Kind regards Harshan
open request default technician
HI, My system have 3 technician (A, B, C). May I set the default technician by login user when technician open new request ? ex: if technician "A" login and he open a new request, the technician item of request form will be choice by "A". Thanks. Finley
inserting map
hello i would like to attach some maps of the sites that i have, how can i do it?
Scan Issue
Hi, Trying to scan ESX Servers, most working fine. 2 of them say this: FAILURE :One of the workstation attribute which is mandatory is set as NULL. Hence this workstation cannot be added.
Servlet API Usage
I am attempting to use the Servlet API to create a request but am having trouble. As a test i put the following into my browser: http://ServiceDesk.examples.com/?username=administrator?password=password?operation=AddRequest?requester=John?requesterEmail=john@mydomain.com?subject=test The response i get is: Failureusername cannot be empty I am confused since i did specify the username. Please help
Windows XP License Key Not Being Scanned
Good day, I am trying to use the ServiceDesk+ asset system to do some Microsoft license management. I've imported my list of keys and set up my licensing, however it appears that my a number of my systems failed to import the license key of their installed OS. The systems scanned successfully, but the Windows XP (SP3) license key has not been imported. Any suggestions on how I can get those into SD+ without doing it manually? There's over 200 systems and entering each one individually would
Bulk Import Items
Hi - a few months ago I bulk imported a new group of Categories and Sub Categories via CSV. Only some of the Sub-Categories had items associated to them. Because of this I couldn't leave the "Mandatory Field" option on. However the team are having trouble remembering to use the items field and it's quite important for training so I need to add Items for every sub category. Something simple such as "fault". Is there a method for only importing items against all the sub categories without losing the
Remove duplicate requestors
Hello, In our on-premise SDP we have noticed duplicates of our requestors. I thought of deleting the duplicate entries but was not sure what would occur with existing open tickets sent by requestors. Is there a tool or a way within SDP to merge duplicate requestors rather than delete them? Thank you
Bulk Import Items
Hi - I have a well defined structure for Categories and Sub Categories following a mass import using a CSV. At the time a number of items were added for some categories only. (Some categories are currently empty) the result is that I had to turn the mandatory field setting off for items. However some of the categories have items and must be chosen. Whats the best way to import a "default" item against everything in my Sub Categories. Is this possible? Thanks in advance.
Sharepoint Integration
Hi Can anyone tell me if ServiceDesk Plus can run within Microsoft Sharepoint?
Disable Jump to options
Dears How to disable "Jump to" (Top Right Corner) to requester ? Suppose if we create requester, system show top corner . How to disable it thanks in advance regard shakthi
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