Rest Api issue (operation name GET_REQUESTS)
Rest Api issue (operation name GET_REQUESTS) http://localhost:8080/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=A88FEA4D-28B4-416A-90BC-A6D5698C09F4&INPUT_DATA=<Details><operation name="GET_REQUESTS"><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>5</value></parameter><parameter><name>filter by</name><value>All_Request</value></parameter></operation></Details> Please help me get the GET_REQUEST working. As per admin guide the input parameter
Question on SDF-51426 (Notify requester when technician is assigned to a request).
How can I configure this please?
Report with specialist missing data
Helow! Please tell me how generate report by specialist with missing reason field?
Tasks and Projects - how to filter out closed
Hi, Once we have completed a project we close it but this is still displayed on the all projects or all tasks, I am aware you can apply a filter but I would not want to do this every time, also in a years time we will have lots of Projects and tasks that are closed, I am aware we can delete them but then we would lose our historic data? Thanks James
Close Button on New Tasks Screen
Inside the tasks, you have a delete and edit button. Can you put a close button? It would make things simpler from a usage standpoint rather than spot editing to close.
Asset combobox in new request form
Hi, currently the asset's combobox only shows the name, unfortunately it is not always easy to understand what type of asset it is, as shown below: My proposal is to add the asset type, such as below: in addition, it would be greatly appreciated you can also select the assets that are associated with the Department of the selected user (Asset assigned to the department but to no users), such as common printers.
Hide Tab -reg
Dears. I want to share the 'Solutions' Tab to my all office staffs in SD+ . Suppose if i create one user exclusive for these case, But 'Home' & 'Support' will come automatically when create user for 'Solutions' Any possible to hide 'Home' & 'Support ' tab ? Because some body click the both tabs and also ask internet facility instead of instranet. pls help us shakthi
Hiding priority from self service users
Is it possible to hide a Priority level in the Self Service portal so that user's can't select it?
SD+ Incident Template work log
Dear, We are currently testing SD+ and so far so good... But still I miss 2 crusial features which are a bit of an anoyance. Our Technicians use several incident templates... What I would like is that the Technicians name is set as the person who is logging the ticket. Second thing is when using a template, it's possible to add a solution and already close the ticket on save, but because there's no work log added, this template always comes back that it cannot close due to the work log. The work
Time Elapsed definition
Hi, I'm running reports to find average time elapsed on certain tickets. Is Time Elapsed referring to the time the request is "closed" minus the time the request is "created"? Or is it the "resolved" time minus the "created" time Jeff
Problem: Associate Incident
Why requests what are created through templates in the service catalog, I can not associate with the problem? All other requests associated well
is it possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only
Hey guys, just wondering if it is possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only? Cheers
Deleting old requests
I'd like to delete all requests over 18 months old to save space. Currently we have over 107,000 requests many with attachments that are no longer needed and bloating up our database. We have used the "Archive" function but the DB is still huge and filling up our SQL server. Can you advise the best way to get rid of these old requests? Thanks.
printer showing in workstation
hello i'm having a printer that is always showing in the workstation what is the solution for this problem
Change Order Approvals
Is there a way to not have to make a change order approver a technician? Currently an approver must be made a technician in order to access the change tab.
Progress Bar When Restoring
Is there anyway that i can truly know the real restoring progress?
SLAs for Service Requests vs Incidents
We have two issues with SLAs. We created a set of SLAs for Incidents and one for Service Requests with the intent that they would have different urgencies and impacts and therefor different due dates. However, with only one Priority Matrix available, the only due dates calcuated are those we created for incidents. How can we establish two different sets of due dates based on the Request Type. The second issue is related. When I created the urgency types for the Request type Service Requests,
Moving reports to another SD+
Hello, Not sure if this is possible but worth asking! I have an installation of SD+ that 2 departments have shared for several years. They are now splitting, with one moving to a new instance of SD+. They have a lot of reports set up, is there a way to migrate these across or an easier way of copying them rather than a manual creation? Any help appreciated. Thanks, Mike
Cannot delete technician
I have deleted a technician from the technician list but he is still being assigned tickets via the round robin feature. The only place he shows is in the scheduler and under technician when trying to create a request. He is not listed as a technician or requester. it seems as if his technicain account is hidden. I saw a relationship associated with the department he used to be in but when I clicked on his name I received an error.
helpdesk tab of dashboard not showing for site restricted technician
we are trying to set up a site specific help desk where that sites technicians respond to that site's users. we have configured the user roles, assigned the site to the technician. when the technician logs in they see only their site tickets, so this works fine however, on the dashboard view, they only see the Change tab (part of the 'Problem and Change' tab), as they do not have problem access, and they do not see the 'Assets' tab as they do not have access to Asset - this is good behavior so far.
Cannot see new Service Categories in Request Catalog
I've added some new Service Categories which I'd like users to be able to choose from in the Self Service Portal but they are not visible here. They can be seen by the Technician alright. How can I make these visible to the Requesters?
DST Update (Australia)
We a currently running both ServiceDesk Plus (8105) & SupportCenter Plus (7918) & DST (GMT +11) has not taken affect since changing on the weekend. Timezone & current time / date on both servers is correct. Please advise.
Reading Data from the Service Desk Database
Is it possible to read the service Desk plus data from other softwares.and develop our dashboards?
Cannot Find SiteID Descriptions / Name Field
Hi, I'm sure i'm probably just overlooking something but i am unable to find the table that links the SiteID field to the SiteName. I'm pulling the data via a SQL load into another program but cannot seem to find the descriptions for the SiteID field from servicedesk.workorder. I've looked under servicedesk.sitedefinition but i am only seeing the following fields SITEID, REGIONID ISDELETED, TIMEZONEID am i missing the NAME field or is it located elsewhere? Thanks, Lee
Query for Average First Response Time Organized by Urgency and Technician per month
I have this query from a custom tabular report for the Average Overall Resolution Time organized by Technician and Urgency grouped by Months for this year and only in the Service Desk group: SELECT ti.FIRST_NAME "Technician",urgdef.NAME "Urgency",wo.TIMESPENTONREQ "Time Elapsed",wo.CREATEDTIME "Created Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN UrgencyDefinition
Merging requests
When we merginig requests there's a problem, SD can't notify all requesters. Ex: - request #1 from Andrey - request #2 from Alex - merging request #2 to request #1 - request #1 has requester Andrey, and after solution has been made and request is closed, notification send only to Andrey, but Alex won't know, that his request is solved too! How can I get this thing work, when I need to notificate all requesters of merge requests?
Update to 8.1 is stuck on Application Layer Started.
HI. I try to update from 8.0 to 8.1 but it's stuck on Application Layer Started when try to start server.
Project Manager
I need to associate more then 1 Change to a Project, but can't find a way to do this. May you help me with this? Regards Reidun
How To Change a Service Catalog Request Type After Incorrect Submission
If a user selects the wrong Service Catalog to submit a request and therefore doesn't complete the resource info or the ticket information is not valid how can I change the service catalog template type used to put things right? We are of course using SDP 8.0. Cheers John
RPC error on scan. Windows 7
We've recently completed upgrading all of our workstations to Windows 7. Ever since then we cannot scan the vast majority of the workstations (a few will). The error we are getting is: FAILURE :Connection to RPC server in the workstation failed. Now, we've spent about 14 hours, collectively, trying to fix or isolate the issue and we still can't. We've gone through every ManageEngine document and made all the changes that are suggested. We've done packet captures to isolate what the failing protocol
problems with restoration of a backup of SDP of the last version
Good afternoon. Recently there were problems with restoration of a backup of SDP of the last version, because of the big size of the file of a backup. The request to help to find the decision as it is very convenient to have a full backup, instead of some parts. The similar problem already is on forume: http://forums.manageengine.com/topic/problem-with-restoring-data
Technician Auto assign - all requests from 1 site on 1 tech
Need an option for auto assign, when requests is registring in system (in a day) and they are from 1 site, assign it to a 1 technician. I have 2 technicians Have 50 sites Some times users write requests and after categorization 1 request from a site #1 is going to tech #1, 2nd request from site #1 is going to tech 2. So tech #1 is working out only with 1 request, while he can resolve the 2nd request too. Can you make an adjustmets?
Workstations as assets
Hi, I am trying to add our scanned workstations to the asset list, but can't seem to find an obvious way to do this. can you please assist?
Approved Purchase Order is marked as Pending
We have two purchase orders that have been approved but the status is still marked as "Pending Approval". When I editing the PO or resubmitting for approval has not resolved the issue. What would cause this issue?
Dashboard Tab for Non-Admin Users
Is it possible to create a custom user account (non-admin) and provide them with ability to view the Dashboard? I have specific users that I want to restrict from all other Admin functionality, but I want them to be able to use the Dashboard. Please let me know if this is possible or if there are any suggestions on a work around to this problem. Thank you, El
I would like to know if there is a SQL Report available
Which will show when a first response was sent and when the actual call was resolved I need to know the time between the two tasks
setting status of a task that is completed does not remove from task list
Running SDP Enterprise 8210 I have created a status to be used in our PM module called "Task Closed" I have set the type to "completed" When a tech is assigned a task in our PM module and has completed it, he is to set task status to "task closed". The problem we are having is when setting it the task status to task closed, it does not remove it from his task list. Only if he selects the status "closed" does it get removed from his task list. Is there a way use the "task closed" status similar
Work Log
is there a way to move the work log back to a tab vs hiding it under the task tab. Also you need to bring back the pop up window when entering a work log. I also fail to understand why you would auto populate the end time instead of the start time. in my mind the way this should work 1. tech opens work log ( separate window that stays open and system populates start time) currently the work log entries are not "saved" if tech moves focus to another screen 2. tech works on request 3 tech finishes
Who is "organization manager? Can't delete technician.
I feel really stupid asking this, but I can't create a new technician, nor can I delete any. If I try, I'm told that only "organization admin" can perform this operation". Who is this? Don't remember setting this up. Or is it an AD user?
Sending notification failed
Dear Supporter! We use SD+ v 8.0.2. Yesterday, we install SD+ on a new server with MSSQL DB. When install done, we backup active DB from old server and restore to New DB, copy folders (archive, fileAttachments) from old server to the new one. After that, we create new Cert for new server to mail server. SD+ on new server fetching mail is ok. But, we reply the old request (before any change above), it appear "Sending notification failed" Please help us! PS: i attach log file here
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