Email (not sending) for tasks assigned to a group (rather than a technician)
Does SD+ send an email to a group from within a task that has been assigned to it? I know that it does/did when the task is initially assigned, but we scheduled a reminder email for a task that occurred yesterday and we requested an email to be sent two hours beforehand. There was no specific technician assigned to the task as it was set up a couple of weeks ago before we knew who would be available at the time. There are three of us in the group, but none of us received the email and of course,
I need help wit a query
Hi! I need a report that shows me only the host, username and if installed any version of MS Office. Can you help me please? I have ManageEngine Service Desk Plus 8.1.25 with a MySQL Database. Thank you!
Preventive Maintenance Tasks - Scheduling changes
Is there a way for me to check if a technician has changed scheduling or to understand if it's a bug? We have several PV tasks that have been scheduled for some time, recently some tasks seem to have been changed on a few occasions i.e. schedule removed or changed to a one time event. I am just looking to get to the bottom of this as it causes issues if they are not complete. Thanks Paul
Prevent users from
Service requests in our organization should only be opened by requester through the self-service portal. Additionally, we have a few automated services that email the portal to report issues. The issue here is that some of the requesters are sneaky and started emailing the out incoming email address for SDP and it is opening new requests. I can't block their email address in the spam filter because we allow requesters to reply to conversation that are sent out of the same incoming email address.
Questions on Scheduled Scan
Hi, I have gone through the forums and haven't a definitive answe to the questions below. Can you provide me with same? 1. Scheduled Scan will only scan all listed domains and network ip ranges listed. 2. It will not scan machines that are not on the domain or network range, but have been put in manually and scanned using local credentials, e.g. Linux machines. 3. If I have specified OUs (leaving out specific ones) in my current manually-started domain scan, then the scheduled scan will retain
Service Catalog and Technitians on leave
I am currently configuring the use of our service catalog templates. During testing it was noticed that service requests are being assigned to technicians who are on leave. How do we prevent this.
SR Form Design and intuitive task creation
Hi. Currently we have the ability to add resources providing check boxes and question options in the form design for Service Requests. The resources are useful from a read only perspective however have no intuitive connection to workflow or task assignments. Where tasks are added under the "Workflow" tab they automatically execute if there is a Support Group/Technician pre-assigned to them. The technician (achieved from the "role" based security) view on the form shows the resource options and tasks
IS RequestLink can be open without login ?
Dear ME Team, I want to know is RequestLink can be open without requester login ? Usually when the user got notification VIA email then without login into servicedesk are they able to open their request page which link is mention in notification email ? If yes then pls tell me how ?
Query required - missing work logs on closed requests
Dear Support, Can I have a query to list all closed requests for a named technician group where no work log has been added to the request? Where we have multiple technician groups we cannot make worklogs mandatory, but for one group they need to be - I would like to be able to list all requests where people have forgotten to add them and then get people to go back and add them in. Fields to display in the report: Request ID, Title, Date Completed, Assigned Technician Query for MSSQL using build 8205
free query builder
Hi Can you recommend a free program to PostgreSQL with visual query builder? Regards
query report and graphs/subtotals
How can I get grouping and subtotals on a query report?
Upgrading from 8.0.0.27 to 8.1 error: Data is Improper
Error reads: Migration is not started as Data is Improper. Some of the Products [MS Vista Business SP1] are configured without Product Type, please contact.....bhah blah blah. I've tried changing the Product Type to something else but the error persists. I cannot even delete it because it tells me Workstations reference it even though I can find no such reference.
Revert to standard edition
Hi. Is it possible to revert servicedesk pro to servicedesk standard and how can this be done? Thanks.
Disable Mobile client
Hi Support, Is there a built-in method of disabling the Mobile client of ServiceDesk? I searched and found a similar post from quite a while ago, and it was mentioned that this feature would be looked at in a later release. Has that happened yet?
Change Admin to requester
I have a license for 5 technician licenses. One of these is used up by the built-in admin account, which in my opinion it shouldn't. My account is also an admin account on SDP. Are there any issues if I change the built-in admin account to a requester, so I free up the technician license?
Creating a requester with domain authentication through servlet API
Hello! I try to create requester through servlet API. I need to use domain authentication for requester. http://hd.ds.local:8080/servlets/RequesterServlet?operation=AddRequester&name=TestUser&loginName=test&pwd=&userDomainName=DS&requestViewPermission=OWN+REQUEST&username=ivutin&password=southpark6&DOMAIN_NAME=DS&logonDomainName=AD_AUTH Requester “TestUser” is created. His login is “test”. But domain is empty (string “userDomainName=DS” is ignored). Can I create requester with domain authentication?
About Request SLA
Hi, If we have a SLA for a request, that should work only in Operational Hours. Would the time be on hold while we're not on Operational Hours?
Can you change at what time of day assets are scan for system changes?
Workstations seem to be scanning around 9 - 11 PM, can this time be change and how?
Feature Request - Tying elapsed problem time to a monthly application downtime breakout report.
Sorry for all of the posts. We started using the Problem Reporting module, and our management sees a lot of potential for this. One thing that they are asking for is that when a problem ticket is generated and an application is selected, that there can be a monthly report that gets generated that shows the applications with accumulated downtime for the month. This factors into our performance deliverables for the year. Maybe this can be accomplished by a custom field that you can check off
Service Desk Plus Notifications on Browser Come up with html tags
Hi , Service Desk has recently changed notification output for changes after upgrading to 8207 SDP. For Example when sending a notification it appears as follows in a browser: new change with change id 4000 has been created by UserX. Short info on the change is : <br><br>Title : Upgrade SDP<br>Category : <br>Sub-Category : <br> Item : <br>Description : testing.<br><br>Click for details : <a href='http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000'>http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000</a>
stop timer report
hello i need a report that displays request ID requester urgency impact request status created time reason for stopping timer
Resigned technician showing up in technician list
Hello, I had added a technician a few months back, deleted that technician and later had to re-add that same user to become a technician. The technician shows up twice on the "Assign" list and is not getting all of the assigned tickets as it maybe going to the resigned userid. I have run select au.first_name"Technician",hc.technicianid"Technician ID",sd.status"Status" from helpdeskcrew hc left join aaauser au on au.user_id=hc.technicianid left join sduser sd on sd.userid=au.user_id; and it
ServiceDesk Plus 8208 Released
Dear Users, Hotfix 8208 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8208 SDF-48361 : Info related to Project Member Addition/Updation/Deletion now gets listed in the project’s history. SDF-49532 : Logged-in project members and Project owner cannot reassign themselves to lower ranked project roles. SDF-49646 : Project members cannot delete themselves from the project SDF-49029 : Attachment
Helpdesk Configuration Issues
Good Day Friends, we are using Service Desk Plus 8.1.0 Build 8127 and seeing a major issue that is affecting our regular day to day operations. This is currently the process: 1. User logs a ticket 2. notification goes to the group of technicians assigned to deal with that category 3. a Technician assigns the ticket to himself and this does not offsets the "Pickup Time" 4. the user is sent an email from helpdesk stating who is the technician assigned and when to expect their to be resolved by (based
Cannot set group or department via API
Using the below URL I am able to create a ticket that has everything filled in properly except the group (The "localhost" and "apikey" are correctly inputted in the actual string) https://localhost/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=apikey&INPUT_DATA=<Operation><Details><requester>HowardStern</requester><subject>MoreInfo</subject><description>Icanhas</description><category>*Production Applications - Incident</category><subcategory>TUI</subcategory><item>Other</item><priority>P3
Allow Techs to add new product
I am wanting my technicians to be able to add new products into the program so that they can add assets (things we already have). When I give them Full Rights to Inventory, Purchase Orders, and Contracts, they still do not have the link for "New Product". It only appears when logged in as administrator. Any idea on how to make that visible to my technician role?
Cannot login demoted admin account
I have on accident demoted the admin account as well as removing my domain. So I can login as admin but the account has no privelages. I cannot login to my domain accounts which are all admins because I removed the proper domain from the list thinking it was a duplicate. I am using MSSQL for the database. Thanks for anyhelp I am lost.
Cannot send notifications
Since this morning not all the notifications are send. Users get a notifications when a ticket is created but not when they are resolved or closed. The notification rules are activated. How can i solve this?
Close attached incidents with problem
Hi, We have multiple Incidents attached to a problem. We need to close those automatically along with the problem once it's resolved. How to do this? It seems that the Problem just closes and doesn't do anything with the Incident\requests attached to it. SDP version: 8.2. build 8207 (latest) Regards lakend
On-hold notification
Hi, Is there any function to send notification to technical when they change status to on-hold in a certain of time?
What parameter that I should add to change template while phasing parameter via URL
I want to add a new request by phasing URL with parameter and change template from default to another template How can I change template from "Default" to another template? Which parameter ?? HTTP://172.17.1.21:8090/servlets/RequestServlet?&operation=AddRequest&username=xxx&password=xxx&group=Middleware&site=yyyy)&category=MW&subcategory=VSS&SLA=Low%20SLA&description=TEST&request%20type=Service%20Request&impact=Not%20Impact&level=Request%20for%20information&priority=Service%20%2F%20Request&mode=E-Mail&resolution=VSS%20task%20completed&urgency=Urgent&requester=xxx&project%20name=xxx&system%20name=xxxx&technician=xxx&start%20date=05%20Jul%202013,%2000:00:00&end%20date=10%20Jul%202013,%2023:59:00&counter%20Measure=Add%20Check%20in%20Check%20out&subject=[AUTO_SR]xx%20Request%20Pivilege%20-%20xxxx%20From%2005%20Jul%202013%20to%2010%20Jul%202013&occured%20date=10%20Jul%202013,%2023:59:00&reqTemplate=4501&isOverwrite=true
hyperlinks in the description
Hi, I'm trying to update a old Service Catalog item to point users to Solutions instead of getting us to do some of the tasks in the request. eg. point users to a solution for managing outlook delegates, instead of our team accepting requests to change delegates. When I try put a hyperlink in the Description, they don't work when you then try use the form. Is there another way to have hyperlinks in a Service Catalog item? Thanks e
Reports for requests that were assigned to technician (re-assignment)
Hi, I'm looking for reports that will show how many requests were (in history) assigned to technician (not completed by). sample 1: (summary for requests completed last month): technician_name, assigned_request_count, completed_request_count sample 2: (requests that were assigned to technician, but are no longer, for requests completed last month): old_technician_name, assigned_request_id, assigned_request_title, new_technician_name, request_status_on_assignment to old_technician, request_status_on_assignment
Technicians Report
Hello, Can you send me the SQL query please to extract this information as we are auditing access rights of all Technicians. Technician Name Site Department Roles Support Groups If Purchase approver or not We're using version 8.1.0 Build 8109 and MSSQL. Thanks!
Email notificacion to technician
Hi, Is there a way to notificate automatically to the technician when I create a new request? (The technician is assigned automtically in the template)
Restore template Default
Hi, I would like to know how to restore the default template for the initial settings, because it was customized.
How can my clients create a new solutions?
Hi: I have intalled the free versión of servidesk manage engine. My tecnical can create solutions but my client no, How i can configure for my clients can create a new solutions??
Report
Good morning, can you help me please create a report I need create report with nex information: 1)Workstation name 2)IP 3)Username 4)Position 5)Department 6)USB 7)DVD 8)Other devices Token/Card reader etc how can i do this. Thanks
How to add Group filter to Query Report
I found a useful query report in the Frequently Asked Reports section - specifically "Count of Requests Created Based On Hour Range". I'd like to narrow the results to ONLY show the requests in the Service Desk group. Can someone advise? Here is the query that is provided: select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01
please help me
I am try to translate HelpDesk to my language , but after restart pc , dont effect my translate to system and come back to old translate. how to fix this problem?
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