[SDF-70821] Attachment Overview
Hello, I would like to present an idea of a new feature we would like to add to ServiceDesk Plus. We've got some issues with handling all the attachments that are sent in to a open request/incident. For example if one incident got 5 attachments from the start and then gets 10 reply's including 10 new, different attachments, you have to go through all these reply's to open those attachments. Our idea allow us to get an "Attachment Overview" of all the files that are attached to the specific request/incident,
notification rules
When I enable the notification rules, Where I can use it!?
Freeze Top Menu Bar
Just an idea, but it would be great if the top navigation/menu bar in ServiceDesk Plus could be locked so that it always remains at the top of the screen when you scroll down through a ticket. It would save having to scroll the the top of the page when you want to go back to your request list etc.. Thank s:)
How to configure mail server settings in ServiceDesk Plus?
Here's a short video explaining how you can configure the mail server settings in ServiceDesk Plus for logging in tickets. This set up has to be configured to convert the users' mail into help desk ticket and also to allow the technician to respond to the users' mail from within the ServiceDesk console. Here are more such short videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: In the admin tab, click on Mail Server Settings under Organizational Details.
How to set default language for login page
Hi, I set Arabic language for SDP in 'self service portal settings', but it doesn't affect the login page and is still English language. What should I do?
[Term of the Day]: Timesheet
Term of the Day “Timesheet” Definition — What is Timesheet? Timesheet is a time management tool to record the amount of time a user or member of an organization has spent at work, on a particular task or project or activity. This information could be recorded on paper, a spreadsheet, or in software. The implementation of timesheets may vary based on business need, both time tracker (timesheet) and attendance tracker may sound similar, it doesn't mean they both are the same in function.
Servicedesk Performance
Hello, When 50 users connect to servicedesk, Service performance drops sharply! And virtually nothing can be done except reset the service Its database is MS-SQL and it has been completely tuned, but the problem of slowness still exists why? ========= Details resource========= Server OS: Windows Server 2016 Server Architecture: 64 bit C Drive: 30.04 / 200.88 GB 14% RAM:32.0 GB Initial Memory: 128 MB Maximum Memory:22768 MB NO. of CPU Threads: 8 Snapshot Isolation: Enabled Log File Size:2056 MB
Error deleting a support instance
Hi Guys, Can help us, we have difficulty an remove (delete) instance in service desk plus ESM version 11.1 In our case the instance is in the retired state and has more than one owner, there is a way to delete the instance. thank you. Att,
Can a warning e-mail come when the request status is changed
With the ServiceDesk Plus product, can we get an alert email when a call arrives in a situation where we determine the status?
Pagination for proudct page does not exist
Hi, I have 200 product record in Admin --> Asset Management --> Product. Unfortunately in this page doesn't exist pagination to control page load. When I open this page, show me this error: A web page is slowing down your browser. What would you like to do? What should I do? Do you have any solution for resolve this issue? Thanks for helping
CPU usage by Servicedesk
Our Servicedesk server have 8 processor cores CPU, But Servicedesk only uses 1 processor And that slows Servicedesk down a lot, what should we do?
Resize request description field when editing
On many websites, form fields can be dragged to make them bigger. When editing the request description, the text box isn't resizable. Sometimes it would be useful if it was, where the description is long and/or complicated. I would like to suggest that it be made resizable.
Can I get this in SQL
Hi This post is what I need to do in Analytics plus - but it is in postgresql Can I get the query in MS SQL? https://pitstop.manageengine.com/portal/community/topic/create-rport-to-track-current-open-requests-for-each-day SELECT aau.first_name AS "Technician", now() AS "Date", Count(wo.WORKORDERID) AS "Requests" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser sdu ON wos.OwnerID = sdu.UserID LEFT JOIN AaaUser aau ON sdu.UserID = aau.User_ID LEFT JOIN
Permanent Delete
Hi We have been using SD+ since 2008 and now wish to purge some of the older requests from the system. If I archive them, I understand that I cannot then delete them. Is there a way that I can move old requests to the archive and then, after another period of time, remove them completely? Thanks Gary
[Term of the Day]: IAM
Term of the Day “Identity and Access Management” Definition — What is IAM and it does? An acronym for Identity and Access Management, also called identity management (IdM) is a framework of policies and technologies that enables the right individuals to access the right resources at the right times for the right reasons. It is a way to tell who a user is and what they are allowed to do. IAM is like the bouncer at the door of a nightclub with a list of who is allowed in, who isn't allowed in,
CREATE A QUERY REPORT
I would like to create a report that allows me to see all the ticket data, such as the tasks, notes and responses that have been added to a request
Asset Explorer - Install Location of Scanned Software
Does AssetExplorer collect the location that scanned software is installed to? If so, how do I query for that? Thanks
[Blog] How ITIL distinguishes an Incident and a Problem
There is frequently a conflict between Incident Management and Problem Management. It’s a question we still get asked all the time, is how to differentiate an incident from a problem. To address this and offer clarification, this article will identify the differences between the two, how they are related, and why it matters. What is an Incident? According to ITIL 4, an incident is an unplanned interruption to a service, or reduction in the quality of service. The main goal of Incident management
[SOLVED] Paste Images into Notes
Can we get ability to paste screenshots into notes? Quite often i need to show another admin what to do and its much easier if I can include images in the notes. I'm on a old version so its possible this might be around in newer versions. 9.3 Build 9335
Query for Completed Request
I'm not able to create a report for what I need but I'm hoping a query can. I'd like to be able to see request that have been completed either with Resolved and/or Closed. But then at some point those request changed Technician after it was already completed. And I'd like to see what technician it was with and then who it went to.
Custom Report Access to Department
Hi, We have created custom report, we need to give access to generate respective department data. How can achieve this, could you please help on this. Regards Vajram Gajengi
Looking for Automation in Ticket's notification and Status
Hi Team, Greetings! we are getting a ticket with specific subject line .In that ticket our internal technicians are not going to anything usually we forward the ticket to third party Daily we are receiving many hundreds of tickets like this ....its consuming more time and work so now we are looking to automate this by..whenever the ticket raised with specific subject it should get automatically notified to the third party's mail id and also the status of ticket should get closed Note: third party
Surveys - Question with Freeform response
Would like to have a question type in surveys that allows for a freeform response. For example: What did you like most/least about your experience? Comment: The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog.The quick brown fox jumps over the lazy dog.The quick brown fox jumps over the lazy dog.
Email Configuration for New Request
Any directions on creating a Rule that when a new Request or Service Incidents are entered by email or by accessing ServiceDesk Plus that all technician can be notified.Created a business rule but that does not seem to be working. Any help is appreciated.
[ForYourInformation -38] Prevent Redundant Approvals
During our consultations, many a time customers seek advice on handling redundant request approvals. For e.g., on a service request, a user may be asked to approve as the Requester's reporting manager, then again on a different stage for a different reason! If I’ve already approved a request as a manager, why should I be asked for approval again later? While this behavior may be beneficial in certain situations, most of the time it’s totally redundant and annoying to users. If you are like many
Masterclass 2020: Session 3 - Implementing an effective change management process with ServiceDesk Plus (June 25)
In the third session of the masterclass series we will discuss the change management process, define the different types of changes possible, and how to implement them with minimum disruption to the organization. Book my spot now We will also discuss how a company moved their entire on-premises infrastructure to the cloud using ServiceDesk Plus, and how they were able to plan such a large scale change and effectively implement it. In this webinar, you will learn how to: Set up a change management
Validate an Email address in a field before request submission
Hi folks, I have a template (form) with two email fields that I need to validate as an email address. Would someone please publish a code snippet for validating an email address in the Execute Script of a On Form Sub function and then stopping the submission if the email address is not valid)? Presently, I have a simplistic validation for an '@' sign, which throws and alert and stops the submission. However, there are more complex versions using regex and javascript, but I'm not sure how to implement
[Term of the Day]: Proxy Server
Term of the Day "Proxy Server" Definition — What is a Proxy server? One of the most interesting and prominent internet-related technologies is the Proxy Server. A proxy server is a computer/server on the web that redirects your web browsing activity. It provides various functionality, security, and privacy depending on your needs, or company policy. How Does a Proxy Server Operate? The proxy server acts as a mediator server isolating users from the sites they peruse. When users send a web request
[SD-88056] Cannot paste pictures into description or notes in Chrome
Hi We upgraded from 9326 to 9420 and now we can't paste pictures from clipboard into description or notes. When we paste it in the description when creating a new request the pictures ends up in the solutions box. In notes nothing happens. This behavior is is only when using Chrome, in IE it works as it should. Is there a way to make this work or could it be fixed in future updates? Best regards Robert Lundgren
IT analytics in 90 seconds: Boost ROI by tracking the life cycle of help desk assets
Discover cost-effective ways to manage your assets, and increase ROI by tracking your assets' life cycles with Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
[Term of the Day]: Personally Identifiable Information
Term of the Day “Personally Identifiable Information” Definition — What is PII and its purpose? Personally Identifiable Information (PII) - Is any information (eg: Passport information) that permits to uniquely identify, contact or locate an individual, or can be used in a tandem with other relevant data (e.g., date of birth and race) to uniquely identify a person. The concept of PII has become prevalent as information technology and the Internet has made it easier to collect PII leading to a
Hide fields on Asset Import Screen
Is it possible to hide some of the drop down fields on the Asset Import screen? I know it wasn't an option a couple years ago but with Page Scripts maybe it's possible now? There have been times where the incorrect drop down is selected for the import. I'd like to try to hide all the drop downs we don't use at all, which is about half of them. I've included a screenshot fo reference.
[SDF-41513] Is it possible to notify requestet when new task inside request is created?
Hello Is it possible to notify requester when new task inside request is created? I want to notify requester when new task inside request is created, and include task name and technician name. Thanks!
To Notify particular mail id when ticket is created with particular subject line
Hi Team, When ticket is created from specific subject line we want to send notification mail to particular mail id (who is not a technician) Please suggest us
Search Requester List: Shows only Technicians
Hi, One of our technician were not able to create new Incident on behalf of the Requester, because everytime he tries to select Requesters from "Search Requester List", it only shows name of the Technicians of the Support Group where he belongs But if an Admin like me will create New Incident on behalf of the user, I was able to see the list of Requesters (not only Technicians). I checked the Role and couldn't find any related to this. Appreciate your help.
Any option to associate incident request purchase request
Hello, Any option to associate incident request purchase request, currently i cant see any such kind of options in Manage Engine service desk plus- Ver:11.1 Build 11115. Please let me know if anything can be done to fix this. Thanks , Sajin
[Blog] 11 IT ServiceDesk Tasks that should be automated to boost performance and quality
In this blog, you’ll learn 10 ServiceDesk tasks that IT techs. spend time doing day-to-day which can be simplified, automated, or even completely eradicated by bringing a fully-capable ITSM solution to play. 1. Routing tickets to the right people: How often do your techs. get assigned to tickets that should have been assigned to someone else? How much time do techs. spend every morning triaging and routing new issues? Not only it wastes your team time, but it also lengthens response and resolution
Field and Form Rules in Database
Can you please provide a query to allow me to query field and form rules for templates in the database? I need to be able to document what I am building in our qa service desk system, so I can rebuild it properly in prod. Documenting the field and form rules is incredibly painful. If I could pull from the database, I think that would help quite a bit. @Database Name = Microsoft SQL Server@ @Database Version = 13.00.5026@ @Current Build = 10013@ @32 / 64 bit installation = 64@ Thanks! Joanna
Assign Incident tickets that are associated to a Problem to the Problem owner.
Assign Incident tickets that are associated to a Problem automatically to the Problem owner. We had this feature in our previous ticketing system and would prefer to have this functionality back.
[Term of the Day]: Thin Client
Term of the Day “Thin Client” Definition — What is Thin Client? The Thin Client is a lightweight computer, sometimes called a lean client. Thin Clients are viable alternatives to regular PCs. It may have very limited resources of its own. They do not have hard drives, auxiliary drives, and I/O ports. Since they do not have hard drives, thin clients do not have any software installed on them. Instead, they run programs and access data from a server. Significance of Thin Clients: Thin Clients are
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