Remote Support
How can I get remote support on the issue in the previous topic. Send a message to support@servicedeskplus.com with a link to the problem, but got no response.
Can this be done? multiple departments fill in different parts of a ticket. final result is all info seen by manager
We have a new hire process that is completed by multiple people/departments. We normally have 1 excel file we pass along, each department updates this file and send it to the next department in the end HR and new hires manager get the info, so when the new hire shows up the manager can print out or tell the new hire how to log in. Please let me know if I must clarify anything to help you help me. let me know how this can be completed ticket flow The ticket would be first started by department manager.
Problem with scheduled tasks
Hello. I have a small problem with scheduled tasks, when the scheduled task is created to reach Tecnico Three Scheduled Tasks. Validate the configuration of the scheduled task and this is every 7 days. Deputy ScreenShot
How to delete task
Hi support, I found issue, task that has been created not in request cannot be deleted. This is the capture from issue. Can you tell me how to delete it ? I give you thread dump for your consideration. Thank you. Sabbichis
No groups option in Problems or Changes.
When creating a problem or a change there is no drop down for group. So when picking a technician you have to choose from the master list or start typing there name. If you are in the request ticket for example the group drop down is listed. Is there anyway to add the group drop down to the Problem and Change tickets?
Alt + S to send response as a shortcut key...
Would anyone find "ALT+S" from the response page useful as a send shortcut just like outlook, I find myself doing that every time and then remembering that I have to use the radio button... Just wondering.... k
Automatic inclusion of system notifcations in replies to users
Hi, How do you include system notification in the body of reply emails sent to users? For example once a user sends a request, I would like to setup the helpdesk software such that when I reply I get message similar to below: [reply to request by users] _______________________________________ System notification about request having been received and is being worked on. _______________________________________ Initial user request
Associate a service request to project
We have been using ManageEngine service desk to keep track of all change or development requests for our ERP system and in-house developed applications. Each of these change or development requests triggerred a project. Depends on the complexity, we used either MS Project or Excel to manage the project. To let the requester check the status of the project, we tried very hard to use Work Log as a way to update the status of the project. With the new Project function, I think it maybe a good alternative
Re: SDP Backup
What is in the backup? Is it a full backup that includes archives, file attachments, and logs. I have been running SDP Pro for about 5 years and my backup file is less than 60 MB. Is this normal? Thanks
Re: Backup SDP
What is in the backup? Is it a full backup that will restore archives, attachments, and logs? I Just find my backup small 56mb since I have been running SDP from 2008/2009.
Tracking Task History
We use tasks attached to a request to handle new hires and employee terminations. The feature works well except that there is no auditing of the who performed each task. Anyone can select any technician and mark a task as closed. Further, there is no history to show who did what. Is it possible to have the system log changes made to tasks in the history tab? The reason we need is that we need to prove to auditors that we followed the termination process correctly. With this system, we can't prove
Organize tasks problem
We are trying to organize tasks In Service Catalog. All looks fine in admin panel (scr1). But when we open request form - we see tasks in random positions (scr2). SD v. 8213
Random error 500 when using IE
We have a user base of about 60 people that submit tickets. On random occurences specifically in IE the user will receive an error 500 when trying to access the helpdesk. We have AD authentication pass through enabled so the user clicks a link and they are automatically logged into their dashboard. Has anyone else seen this or have any thoughts on what to look for? I have been through the logs and have not found any concrete evidence of server side errors. During troubleshooting I have found that
subcategory in the filterby element of GET_REQUESTS operation
Hi Team, We are trying to integrate service desk into out software and monitor newly created tickets via the REST API. We would like to filter by subcategory and start from the last ticket we processed in our last call. Could you help us how to specify the filter criteria i.e., subcategory in the filterby element of GET_REQUESTS operation? Also could you let us know what is the use of from parameter?" Any help is appreciated. Thanks!
Change the "#" character in subjet notification
Is possible change the "#" character in subjet notification by other character or insert other letter after "#" like "##P$RequestId##" for example. best regards, JA
Monthy Survey Results Report
We are looking to create a monthly reports that generates the Survey Results average by Question. I was able to generate this using the quick matrix report generator, but the system default seems to use zero decimals, which creates skewed results. Is there a way to change the decimal accuracy default or at the report level? Or is there a Query report that can be generated monthly to report last month's survey results average by Question?
Preventive Maintenence Tasks for SW updates
I am looking for suggestions on the use of the PM Tasks option for the scheduled release and distribution of software updates and patches. I would like to avoid using the Change Request module because we do not need that much documentation. Most of the change request will be empty because we have a process in place similar to MS Patch Tuesday. Regularly scheduled software updates. That being said, I would like to customize the PM Task to include an approval process and an section to list all patches
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.
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