Backup Technician Feature Request
Is it possible to have an option on how the "backup technician" feature works? So as I understand it, the backup tech feature only evaluates the due date/time of a request and if the technician is on leave on the due date, then re-assign the ticket. We have instances where technician is not in the office but requests are still being assigned to the technician and because they will be back in the office when the ticket is due, and as such, it doesn't get reassigned, but this also means that the ticket
"Projects" Tab in Service Desk Plus
Hi How can we separate projects of each Departments ( HR , IT , FIN and etc ), so that each department is only capable of viewing and working on their Projects not all projects . If its not clear here is an example : in our environment we want to give R&D Dep access to Projects but we don't want them to view IT projects. is there any way to this ? Thank you very much
Project Module-Confused by Technican Role
I am looking at starting to use the Project module and get confused by the Project Role in the Technicians profile. I get a choice between Project Admin Project Manager Team Leader Team Member The issue I have is I still have to assign the Technicians under the membership tab in order to see the list of projects. What is the point, other than Project Admin if I still need to assign the Project Manager, Team Leader, or Team Member to the project under the membership tab. What I would like
Ability to send emails to current Problems in SDP
it would be good to have the ability to be able to send am email from outlook to SDP Problems, just like you do with the Requests. By adding the XXPB-###XX to the subject line this will make it much easier and a lot cleaner in the notes section I'm surprised
Outlook Actionable Messages - Failing on Signing in With Microsoft
We have just completed configuration of the Outlook Actionable Messages feature. Unfortunately it appears that signing in with Microsoft is not functioning. Our View Details button works fine, but when trying something like adding a note it fails when
Add Attachment function only available if you access Tasks in a certain way
There appears to be a difference in the way tasks are handled, depending on which screen you access them through. Once a task(s) has been created from the master ticket, if you are the team receiving that task, you will generally see it via the side bar labelled "View Task(s)" Lets call this Method 1 The second way to access a task is Method 2, which is via the Tasks tab on the master request. When you open a task using method 2, you have a handy "Attach File" button: Some of the tasks we are creating
Service Catalog Question
Is there a way to have all requests that are created from a Service Catalog template to be associated with a selected Requester in the system and also with the person that submitted it?
top bar missing on crhome but not firefox
hello, i have lost the top menu bar on crhome browser but i can see it on firefox, I have checked other posts and renamed extracted and changed theme colours but without any luck, can anyone help me to solve this issue?
Add CancelRequestLink
When technican talk with user and clearly understanding request need to be canceled more usefull to send cancel request to the user over email for just one click cancelation without spending time for explaining how to make cancelation in the portal. Just
[SDF - 35886] Assigning Templates to Groups
Hi All, We've been playing about with Resolution and Reply templates recently. Because we have a few different teams on the servicedesk we wondered if its possible to have specific templates only visible to specific groups/technicians? Ideally the CAD
[Term of the Day]:Dark Web
Term of the Day “Dark Web” Definition — What is Dark Web? The Dark Web is also sometimes referred to as a Darknet, to understand what the dark web is, we need to understand its terminology. The internet is often described as consisting of three
How to create a new request in this senario
HI Okay so one service desk support group (group a) gets an email and it creates the request for them. They need help with the request so they forward it to another support groupb. The other support group(b) does not get a request created because service
SD Plus custom report
Hi all I am just studying SD Plus and trying to create a custom report of task's work log. Here are the columns I'd like to see in the report of task's work log: Task ID Owner (work log field) Time taken to resolve (work log field) End time (work log
Invalid/Inactive status Close - In Progress in statement Close error message in change workflow
upgraded to 12000, While trying to edit the change workflow, if i open the workflow and click on save i get this error message, without any modification or change. ' Invalid/Inactive status Close - In Progress in statement Close." what does it mean
SAML Authentication with ADFS - domain\username
We have an Active Directory with a different UPN and samaccountname. With the AD connection i can login to Servicedesk Plus, but when i enable SAML it only logs it in with the sammacountname part (username) without the domain (domain\username), hence
Move or copy groups between sites
Hello! Is there a way to copy or move a support group between sites? Right now the only way I see is to delete the group from the original site and re-create on the other site, unless I'm missing something? Thanks!
Deluge Custom Function: Adding a request as Logged In Technician
I have a custom function written in deluge that is attached to an RLC transition, which creates a new request based on some specifications in the current request. Currently, I have it authenticating the api call using a generic admin account technician
Requestor/Technician Activity Report
Hi, Please can I request a new query. I would like to be able to report on the requesters and technicians use of the system. How often they have logged in during a stated date range (Today, Last Week, Last Month etc), and I would also like to report
Change Approvers in SD Version 12 build 12001
With the update from Version 11.2 to Version 12, the option to select a CAB and CAB members for Approval from the Change request has been removed. Does anyone know of a way to get that functionality back? From my current understanding from speaking with
[Term of the Day]:Honeypot
Term of the Day “Honeypot” Definition — What is Honeypot? In computer terminology, the term Honeypot refers to a security structure that is designed to trap unauthorized users, such as hackers or spammers so they can be identified and prevented
How to implement dynamic request approval through custom triggers with configurable CSV file
I have problem setting this up. Im new and dont have much of an experience in py. Does somebody have guide or have csv and .py file allready setted up so i can be like lazy student and copy. I need this for my side project where i wana lower usage of
2FA not work
Hi! I am using the product ManageEngine ServiceDesk Plus 11.2. 2FA stopped working today. Users cannot log in to the system, the authorization window freezes. In the settings there is no way to disable the second factor for all users Please, help!
How Detect Field Changed Old and New Value using form and field rule
hi there i want to disable technician selection when technicians change site from SiteA to SiteB , i tried to do it using form and field rule but i do not know how can i get old value of site field before changing to new value, because i want to look
Custom Trigger - TimeoutException
Hi, After upgrading to the latest version available to us (9218) we have noticed our custom trigger is no longer working. We use the custom trigger when new incidents are raised to send the details to our teams slack channel, but now when an issue is raised in the ticket history we get the following error: Action by Ian Jones on Jun 23, 2016 04:16 PM Action menu "Action Executed is :Send to Slack" invoked Action by System on Jun 23, 2016 04:17 PM Action Executed is :Send to Slack Message: JobExecution
How can i db migrate Postgre SQL to MSSQL - RestoreDB PSSQL to MSSQL
Hello there, We use servicedesk plus 12.0 Build 12000 on windows server. System now use Postgre SQL and we wish to migrate SQL AOAG. I found this document https://pitstop.manageengine.com/portal/en/kb/articles/how-do-i-convert-the-database-from-pgsql-to-mssql
"User" Access to certain "Technician" Requests
Is it possible to give a basic user/requestor access to view a particular technician's requests in Service Desk? Thanks!
AD users import broke after installing 12000
Hello, Recently I noticed that import from AD does not work after 12000 was installed. Manual import generate error 'Exception occurred while enumerating Organizational Units.' Please help. Support file attached.
java.lang.OutOfMemoryError цш
Good afternoon. An error has appeared. Windwos server 2019 INFO | jvm 2 | 2021/11/17 12:03:22 | Connect to: [ https://localhost:8080 ] INFO | jvm 2 | 2021/11/18 11:13:59 | java.lang.OutOfMemoryError: Java heap space INFO | jvm 2 | 2021/11/18
Problem during scanning ESXI Hosts
Hello, I installed the lastest version of ServiceDeskPlus, but I have a problem during scanning ESXI hosts. When I scan the ESXI Server for the first time, then all the virtual machines get into the ServiceDesk program. But when I scan ESXI Server a
Report - Technician Details
I need a report with below Columns for Technician Report. Support Group - Technician Name - Technician Email Address Servicedesk Plus Enterprise - On Premises. Version 11.3 Build 11307 MS SQL
[Term of the Day]:Enterprise Social Networking
Term of the Day “Enterprise Social Networking” Definition — What is ESN? Enterprise Social Networking (ESN) is also known as Corporate Social Networking. Social networking sites started to form in the early 1990s, with popular sites like theGlobe.com
Can a Script run a script?
We have a field we use as an identifier for customer transactions. When this field is populated by a technician, I want to have that value checked against all other requests to see if it has been entered before and popup a message to the technician.
[SDF-95117] user viewable expirey/replacement date on user portal
My boss is tired of people asking all the time when they are due for a new computer and we wanted to know if there was a way to populate this info on the users asset portal page. ie maybe add it underneath laptop on the following image..
How possible to generate/create a custom report by the performed date/install date/creation date of any asset in CMDB?
I want to run a report, I wonder which users and devices were added to the domain at a given time, exactly when the first time scan was for them.
Systems not showing up in Assets in ManageEngine Service Desk
the Desktop central Agent is installed on the system and if I use the troubleshoot feature all tests pass. But when I look in Assets in Service Desk the newly added system is not showing up. I have uninstalled and reinstalled the software and still the
How do you handle requests that come in that aren't for your Service Desk
Folks, How do you categorize (Service Category, Category, Subcategory, Item) tickets that come into your service desk that aren't for your service desk. For example, let's say someone is using a vendor that isn't supported by your organization. An employee
[SDF-76004]Outlook plugin for onsite install
Hi, I wondered if there was any plans yet to develop a version of the outlook plugin for on premise installs? I've checked the website regularly, but all I can see is the line - Currently, the add-in is available only for the cloud version of ServiceDesk Plus. Does that mean one is in progress? If so do you have any roadmap for when this will be available? Thanks
[Term of the Day]:RFID
Term of the Day “RFID” Definition — What is an RFID? RFID "Radio Frequency Identification Device" encompasses technologies that use electromagnetic (radio) waves, it captures the details of digital data that is stored in an encoded form on the smart
Service Desk Previous version
Hi, I want to test the previous version of service desk. where can i get the setup files?
Forgot my restore password - Service Desk plus
Hi, I have forgot my restore password, how can i restore by backup. Please help !!! Regards, Islam Shaikh +91 9819196736
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