How to trigger reminder emails to those with tickets in a certain status?
I want to trigger notifications to end users who have service desk requests in a status of "On Hold - Requester" every 24 hours for 72 hours then automatically close the ticket after 72 if they don't change the status back to open. I have created the notification and when playing with triggers, I can't seem to find anything in the system that allows triggering off date since status update or something similar. I don't even need an exact date, it would be roughly every 24 hours.
Reports - Date Picker
Hi There have been date pickers (Calendar Controls) in reporting products for over 20 years. SSRS has it, Cognos has it., Visual Studio, Power BI, etc..pretty much every reporting tool every made has date pickers. Currently you have to pick "last week", "last quarter"....etc. You cannot pick a date range??? Can you please add Date Picker / Selector controls to the reporting module? They are needed by everyone.
Download List of business rules
Hi, There are quite a few business rules that have been configured in the system till date and there is a requirement to audit the list as on date. Can you pl let us know if there is a possibility to download list of business rules with details/catgeories such as Priority, Group assigned to and so on. If so pl let us know how to download the list pl. Regards, R Karthikeyan
Need a report to show all PC's less than 8 GB of Ram with how many memory slots are used
I'm looking for a report to estimate costs. I need a report to show all PC's with less than 8 GB of Ram with how many memory slots are used running Windows 7.
ManageEngine User Conference 2020 - Mumbai
Dear users, We are pleased to announce our first-ever Indian User Conference. Get ready to join us at the ITC Maratha, Mumbai for 2 days of learning, and fun! We'd love to see you in Mumbai for the ManageEngine UserConf '20 from Feb 5-6, 2020. It's going to be two days packed with expert keynotes, product demonstrations, a kickass bash, and more! We've even got an entire track dedicated to IT service management - click here to check out all the details. Highlights: Check out our latest products,
Setting Change Approver
Hi, Does anyone know if it is possible to set the Change Approver using a script? I am currently setting the Change Manager using a script but cannot figure out if I can do the same thing for the Change Approver. Ideally I would like to set the Change Approver according to who the Change Owner is. Thanks In Anticipation Ian
Java Support Moving Forward
With most of the tools and apps within ServiceDesk Plus requiring Java, and most browsers dropping support for Java, are there plans to develop a different tool set anytime soon? I ask because we are slowly moving away from IE 11 and are heading into the realm of Chromium based browsers. Unfortunately they do not support NPAPI.
Jira subtasks and source code management
Hello All, Our organization is looking to consolidate our 3 ticketing systems to 1. We are currently using ServiceDesk Plus, Helix/TTP, and Jira. One of the requirements that the business has is that the ticketing allow source code management. Is this possible within the ServiceDesk Plus environment or is it something exclusive to an ALM? We are also looking to be able to connect to Git as we use that for code testing. Is anyone using that in ServiceDesk Plus or is that also only a feature of a true
Remove the AP from Subject of mail approval
Dear SD Team, " ##AP## Approval required for a Request # 111" We want to Remove ##AP## for sending approval mail subject
keystore certificate error signed fields invalid
In last step to add ssl to servicedesk plus keytool -import -trustcacerts -alias <your_alias_name or [Domain Name]> -file your_domain_name.crt -keystore sdp.keystore This Error accorded: keystore certificate error signed fields invalid
ManageEngine Servicedesk Plus Rest API for GET and POST
Hi I tried to View all Request in ManageEngine Via Get method through Postman and Python code with certain INPUT PARAMETERS but the output got is default output. INPUT Parameters are not being considered. The same thing is working on ManageEngine Servicedesk Plus API console. Neither are we able to POST data to it via POSTMAN and PYTHON Code. Please suggest a solution to it. Urgent!!! Thank You
approvalconfig.csv file location
Hi, Where shoud I put approvalconfig.csv file in conditional approval script? I have this error: Message : Traceback (most recent call last): File "ConditionalApproval.py", line 32, in <module> with open(filename) as data_file: FileNotFoundError: [Errno 2] No such file or directory: 'e:/Program' Regards
[SDF-56484] Scheduling reports - Based on data availabality for the report.
Hi , 1. We have a few scheduled reports that is intended for reminding the technicians/ users to change the status of the tickets to appropriate Status. 2. Irrespective of the tickets avaialable as per the set conditions in Scheduled report, the mail is forwarded to the mail IDs as updated in the scheduled reports. For eg: even if there are no tickets for which action is to be intiated, the mail is forwarded with NIL data. 3. Can you pl let us know, if we can curtail forwarding of scheduled reports
Any idea on app
Hi, I was wondering if there was any chance you were developing a desktop app instead of the only way to access being through a browser? Thanks
What to display in Name Requester or On-Behalf-Of Drop Down Box when creating ticket
Can we display ID when a user enters Requester or On Behalf Of? When a requester is typed, in the drop down, the ID would be so incredibly more useful than the email address or department. Can we replace the department and have it display the ID? Once a user is selected, the ID is also not displayed, the title, department, email and contact number are displayed. Again, the ID would be much more useful than most of this displayed information. The More Info button is probably more clicks than we
ServiceDesk Plus Training in Singapore/ APAC countries
Hello fellow SDP users, Just wondering if anyone has come across a company in Singapore/ APAC countries who offers either onsite or classroom training for ServiceDesk Plus? Many thanks, Bryan Regional, IT Exec (end-user Support)
[Blog] Importance of SLA in an IT organization
Working in an IT Organization we often come across the term SLA "Service Level Agreement" A quick guide on SLA and its benefits. SLA definition : Service Level Agreement is usually a formal or informal agreement between the tool vendor and the end-user of the service. It provides a clear picture of the timeline for customer's expectations while contacting the support team. When you purchase a new product let say a TV, which has a huge market. It's always tough to pick one. Some brands are top
ServiceDesk Plus 11100 Released
Dear Users, SDP 11100 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes : API V2 Removal : Rest API V2 will no longer be supported. Framework Upgrade Information : JRE Update : JRE updated from Oracle jre 1.8.152 to Zulu openjre 1.8.222 [This is a free version]. Enhancements : Resource Images Add images to all available resources in the Service Template. Resource Planning Under the Resource Management
SQL Script to change data
When we first started using ServiceDesk we as an organization decided to use Resolved as our closer code for any request that were completed and to rely on Closed when a request could not be fixed. We've learned recently that Resolved does not retrain the Technician name when a tech leaves. This is making it rather difficult to reference old notes. Is there a SQL script we can use that will update the status and closer code from "Resolved" to "Closed with Success" for any quest that has a status
difference between incident and service request indicated
Is there a way to see on request page which are incidents and which are service requests. Thanks
Encrypted from web server to Database
Hi, We are using TLS 1.2 and have that setup and working in Service Desk Plus on premise, no issues. But....how do we enable an encrypted connection between the web server and the Database server?
How to disable "Advance Search" button for Technician
How to disable "Advance Search" button for Technician :
[DidYouKnow -10] Loaning assets and tracking them made easy
Hello folks, Tracking the loaned assets has always been a tedious process as it involves a lot of paperworks. With ServiceDesk Plus, tracking loaned assets can be made tidy. This feature helps technicians to lend assets and manage them in a systematic way that provides the below-listed functionalities. To mark assets which can be loaned. To loan and return assets in bulk. Separate list view for loan expired assets. Notifications can be triggered when assets are loaned, assets are returned from loans,
Bulk Delete Requests
Hi there, Is there a way to bulk delete requests other than selecting the 250 per page and hitting delete? I have 32000 tickets in the system I want to delete but can see a faster way? Thanks
Send reply from email alias - ServiceDesk Plus
Hi, I have been setting up groups and assigning tickets based on the email address. I have this working but i`m unable to send an email to the requester from the group email address. So for example the main mailbox is called helpdesk@ and i have an another mailbox called hardware@ which forwards emails to helpdesk@ and assigns the tickets to the hardware group. When they try to reply to the requester i would like it to come From: hardware@ but this fails to send. I have assigned full permissions
Why requesters can view all assets!?
Why requesters can view all assets!? Is it safe to view all assets by users? What made it possible for users to see their assets only?
add attachment to a request with api while creating it on powershell
Hi all, I am able to create a request but I can't add attachments. Is there any way to add attachment without editting the already created requests. ? Best regards.
Automatically Apply Template to new Requests?
Is there a way through Business Rules, etc, to apply a template to a new request if it meets certain criteria? For instance, we receive emails from different applications with alerts and notifications. They always come from the same email address, contain the same Subject information, etc. I have Service Templates created for these notification emails, but I cannot find a way to automate the process.
How to change display order of Report Folders list?
We have created several folders and the system appears to sort the folders (as viewed under Reports) via folder creation date. This puts the newest folders on top, which is often not ideal. We would either want the most important folders on top, or at least an alphabetical list so we can easily find the folder/report we are looking for. Is there a way to do this in the UI that we are missing? If not, is there a database change/edit we can make to give us this ability/hack an order into place? (MSSQL
[Blog] Importance of Request tagging
Tags are words or a combination of words that can be used to tag similar requests with keywords and group them together. Most helpdesk software comes with a tagging feature but not all use this handy feature to it’s fullest potential. This feature can be helpful in numerous ways, below are the two factors why is this substantial to a helpdesk team, Guidance in Quickly Answering Questions – As a helpdesk technician, your salient goal is to easily and quickly clear those tickets as efficiently as you
Field and Form Rules Help
We have a service request template which has a picklist field in it which has two items in it: Yes or No I would like the service desk to be able to send an email to another staff member (not a technician) if the requester selects Yes advising them of an action to perform. How can this be achieved using the field and form rules? Is there a script that needs to be executed or some settings I am overlooking? Thanks for the help and regards,
[SDF-50425] Email Department When New Ticket Is Created and/or Closed
We are using ServiceDesk plus in a smaller environment that is used to having lots of email visibility into the issues being experienced. We are hoping that we can configure ServiceDesk to email all members of a department when a member of that department is a requester of a new or closing ticket. Anyone have any ideas on how to make this happen? Thanks! Joe
Add attributes to a CI relationships' report
Hello, I am doing the following query to get a report that show me all the relationships of a CI, but I need to add some information and I don't know how to do it: how can I add columns of differents attributes of the main CI? how can I filter just to get the the relationship of certains "relationship rules"? select.ci.ciname as 'Nombre',(select rel.RELATIONSHIP+' '+ci2.CINAME+CHAR(10) from cirelationships as cirel left join ci as ci2 on ci2.ciid=cirel.cii2 left join relationshiptype as rel on rel.relationshiptypeid=cirel.relationshiptypeid
Hide Status types on Reply
We are using FFR's to hide some ticket status names which works fine. However these same status names are visible when a technician replies to a ticket and then selects a new status. Is it possible to continue to hide these status names using FFR's when replying within a ticket?
requester can see the requests of one group?
I noticed that on the requester option you can set that he can view all requests of his department. It is possible to able a requester to view a requests of one group?
Active Directory import failed record
We need a better way to see what the failed record was in a Import from Active Directory. Should be able to click on a link to see the failed record and why it failed.
Customising Home page
I am looking to customise our home page further to include the Company name given to our Portal above where it says How can we help you? Can this be done via the self service portal customisation area? Please advise
User Survey Email Configuration.
Service Desk Plus 10.5 Build 10514 This is the email the requester receives when requesting feedback. The link is generated by using $SurveyLink Can the link be masked by text? Can the "Provide Feedback" button be a link to the survey?
[Blog] The Principle component of a HelpDesk Tool
Nowadays there are plenty of Helpdesk tools available in the market, they come with a wide range of features. Organizations deploying the Helpdesk tool should know the key components of a tool. An increase in users and retaining them are a crucial part of an organization's success story's. Yes, It's always important to set the right focus and understand what exactly your customer needs. Popular research on best ITSM tools states building a perfect Knowledge Base takes 70% of your support team's
Notification Rules Templates Issue
I am having an issue where the signature I put at the end of our requester automatic response templates gains additional line spacing. It is only present in the actual response. When I go back to the template there is no line spacing separating anything. The main body of the template is unaffected though.
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