Notification template not used when assigning a technician
I'm on V11000. When a user creates a ticket by mail and the technician is assigned using the request overview/list page the user get's the wrong template. When the ticket is opened and saved (no changes) and then the technician is assigned using the request overview/list page the user get's the correct template (configured in the Notification rules).
Technician - Time Elapsed
Hi, I'm new to Service Desk, and need to report on some information. I'm trying to create a report (if there isn't one already) to show me a list of Requests & Tasks (but Separate reports would be fine) and the Time spent on them filtered by Technician, but am currently struggling to do this. I'm looking for a report to run on "yesterday" for a filtered to a particular technician so I can see how much "Time" they have spent on that Request or Task for that particular day, and a total at the bottom
New SDP On-Premise Installation, Linux vs Windows, Are Both Feature Complete?
In the coming months I'll be installing a new SDP on-premise server, and begin using it rather than our existing helpdesk application. However, I've not yet decided as to which server operating system to use out of Linux (Ubuntu) or Windows. One factor that will influence the decison is do both server operating systems support ALL the features of on-premise SDP. For example our desktop environment is Windows, so working WMI scans and single sign on against Active Directory are 100% required. Does
configuring email instances in service desk plus
Hi i would like to know whether it is possible to configure Service deskplus with 2 different outgoing emails. For example: 1. an incident is raised and email gets sent out using service@test to the customer. so they know it is regarding incident and frm service Desk. 2. A change is raised and at each stage etc an email is sent from change@test to key people. this is so people know an email is from Change management team and refers to changes in the Service desk plus system. thankyou
ESM - is there a view for a user to see thier requests from all instances?
Hi I would like to put some views on the Self Service Portal ESM front page, where the user can see all of their requests, and approvals for all instances of the ESM tool? If this possible? Thanks Darryl
Request Closure Code - Notification Variable
Where are we with getting this variable added to the closed notification template? I did a quick search and found several enhancement requests from other users: 5yrs ago: SDF-45930 4yrs ago: SDF-53130 8months ago: SDF-40452
Script to auto fill current login Technician Support Group
Hi everyone, I found this form the forum $CS.setText("TECHNICIAN",sdp_user.USERNAME); which I can used in the Form Rule to auto fill the current Login in Technician Name. Is there another one for the Current Support Group of the Login Technician. The Technician can be in several Support Group, so is there a Home Group or can it autofill the first Group the Technician belong to? Regards.
Restoring DB goes wrong
Hello, I want to change my DB from pgSQL to MSSQL. I made all the instruction, but database is not restoring. It says: Unable to restore database : invalid column name 'appl_id' invalid column name 'appl_id'
[ SDF-27451 ] Not continual Operational Hours
Hi, Two ideas. About Operation Hours necessity of our customers. 1.- Some customers needs SLA during not continual operation hours, I mean, start time 8am and stop time 2pm and start again at 3pm to 6pm of end time. we can't do that. 2- Also, some customers need configure a diferent operation hours friday, for example, monday to thursday start time from 8am to 8pm end time and friday from 8am to 3pm. we can't do that too. We need a solution, I find an other post about this second idea https://pitstop.manageengine.com/portal/community/topic/different-daily-operational-hours has
Security Warning after upgrading to 10.5
I am getting the following message at the top of the window when I login to ServiceDesk Plus. I have just updated to 10.5 Build 10500 When I click in the link to reset the password, it takes me to my profile. Is this user part of the database or application? Thanks. Whe Security Security Warning: Default Credentials Not Reset: Default Credentials Not Reset Reset the password for the guest account to avoid any potential security incidents. Click here to reset the guest password.
Shortcut Icons to Start/Stop ManageEngine
When I am doing an upgrade to apply a service pack I don't have any icons at the location below to allow me to start / stop ServiceDesk. Start -> Programs -> ManageEngine ServiceDesk Plus What are the short cuts so that I can add them
E-Mail IDs to Notify does not work properly
Good Day The function "E-Mail IDs to Notify" does not work properly. If we fill in an E-Mail-Adress during the manual ticket creation, it seems to work fine. However if a ticket is created automatically via mail-to-ticket and we edit the field "E-Mail IDs to Notify" afterwards, the CC Addresses are not shown whilst replying to a message. Is there a solution for this problem or could you fix it with the coming update? Thank you very much.
[ForYourInformation -16] ServiceDesk Plus Chat as an External Widget
Hello folks, One doesn't need to be a marketing expert to know that quality customer service plays a crucial role in business. Your customers are the ones who spread the word about you and help grow your customer base. Nowadays, we have a lot of online customers, who love to shop either on the website, or even order via social networks. A lot of things that weren’t possible a decade ago are now common practice. Similarly, one way of improving your helpdesk is by adding the chat as an external widget.
Adding own HTML for external webpage in ESM
Hi, Can you give an example how to include an external link? We would like to add an extra button besides IT Helpdesk, HR Helpdesk that redirects to a specific Webapplication to report specific issues. This is what I read in the explanation : The ESM portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added into the portal as well. To customize, Click Customize the Portal under Customize the ESM Portal section. On the Customization
How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field How to edit a script so that Ci Name + Ci Type + Description is displayed in the field You probably need to edit the block. "<returnFields>" + "<name> CI Name </name>" + "</returnFields>" + How to do it? Thank.
Filtering the assets list
Is it possible to filter the list of displayed Product Type in the assets field when loading a form or by other criteria.
"SD-76722"Error while reordering service catalog
JUST WHY!?
Incident Categories
Hi, Can someone please help me understand how incident categories work. I have an incident template called "Printer problem". This has a default Service Category of "Hardware" and Category of "Printers". When browsing for this incident template it is shown under the "Hardware Category". I believe this is the Service Categories I have configured in the Service Catalog. I want to group this under the Incident Category "Printers". I want to have different Service Catalog categories and Incident Catalog
[DidYouKnow -16] Ticket closure automation
Automation features in the ITSM tool certainly improve the quality of service provided to customers. Automation ensures less human error and high reliability, which in turn reduces the workload of technicians. Enabling "Auto Ticket Closure" in Service Desk Plus is a simple process. Admin can enable this feature from [Admin tab -> Helpdesk Customizer -> Request Closing Rules ] he can define the number of days after which a ticket should be moved to "Closed Status" Once the technician provides
[ SDF-66790 ] Working Hour
Hi, my Helpdesk - Operational Hours is 08:00 - 12:30 and 14:00 - 17:30. How can I set this on Service Desk plus?
[ SDF - 66458 ]Script to Share Request with user selected by the requester
I would like to develop an incident additional field labeled "On Behalf Of" which, when populated with a user's name, will then trigger a script to automatically share the request with supplied user. I've seen references to scripts for automatically sharing requests, but every time I try to get to the script, the URL points to a page that no longer exists. For example, the second link on this page: https://pitstop.manageengine.com/portal/community/topic/custom-scripts-how-to-automatically-share-a-request-using-custom-triggers
[ForYourInformation -15] Priority Matrix
Tickets in an IT Organization are always considered as an important component. Priority is the key factor that defines its importance. More focus will be always on tickets with "High Priority" ( where the customer expects quick resolution). The ticketing tool used by the IT organization should have perfect metrics to identify tickets Priority. If we start considering all tickets based on labels as "High priority" it will burden the ticket coordinators and gives a chance of more ticket violations.
Custom Matrix report based on Technician Department vs Request Status
Hi, I'm trying to create custom Matrix report based on Technician Department vs Request Status. The problem I have is, the department always show "Not Assigned", after checking around.. I believe this is because the Department from the drop list in the Custom Matrix report are the Requester Department and not the Technician department. Is there way to show Technician Department vs Request Status?
Use of additional fields in an appointment as an approver.
How can additional fields be used in approval scripts via custom triggers. The goal is to appoint as an approver the employee selected in additional fields.
[ SDF-82709 ] Sort by SLA Due By Column
Hello, Is there any chance that making the SLA Due By column in the requests view sortable? We would like to see the SLA's about to expire at the top of the screen. Thanks, James
Way to restrict and control Bulk Edit of requests
Hi everyone, I used form and rules to limit what the user can update and the flow of the Request to difference stage. But, it seem like they can bypass it by using the Bulk Edit. Just select (the tick box on the left) the Request from the Requests list then, select [Action|Edit] and a pop-up dialog box will appear and used can change the status, etc.. by passing the Form Rules. The permission allow will be based on the Role permission control. Is there way which we can control the {Action | Edit]?
[SDF - 45241] Request List Field - Linked Problems
Hi there, Our teams will have many open tickets in their queue and a lot may be associated to ongoing problem investigations. This isn't visible from the request list at all which can result in technicians working tickets that are already part of a wider problem investigation and wasting time. Is there a way of easily seeing from the request list what problem a request is associated with? TIA, Dave
[ForYourInformation -11]: SCCM Integration
If your Organization already had Microsoft System Centre Configuration Manager (SCCM) to manage desktops and Windows-based applications. You can now integrate Service Desk Plus with SCCM and fetch SCCM-scanned asset data. The integration leverages SCCM's scan capabilities and benefits Service Desk Plus users. In addition, you can avoid installing two agents to fetch asset details. You can use SCCM for asset discovery and also simultaneously update asset data in Service Desk Plus. In the older build
[ SDF-56835 ] Conversations View and Functions
Good Day Everyone I was wondering if there are any options regarding the Conversations inside a Request. All I see is all the E-Mails in order with the Date and the sender. When I click on a message it, slides open. However, we sometimes have tickets with hundreds of messages and the way it is displayed in our ServiceDesk Plus (on-premise), it is very hard to keep a good overview of all messages and if you need to find a specific, it can be a real struggle. Are there any options or is there something
Change status using a Python script.
There is a need to change the status of calls through Custom Requests, through a Python script. I hope for any help.
[SDF-60072] Feature Request: Show Notes Send To (History)
We'd like the ability to view under the History tab who a particular note went to. In our environment we frequently have multiple technicians working on a ticket throughout its lifecycle. Know who the note was sent to would be beneficial to us for better planning and awareness.
SAML 2.0 - Selfhosted
We self-host servicedesk plus and recently implemented OKTA SSO and want to integrate via SAML. I know it can be done with the on demand version but want to do in with out on-premise version. Thanks! Lee
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples, that can guide you through your analytics journey. Download the e-book now.
Mobile application of Service desk cannot create new request
Hi I am trying to create a call on the mobile application but it doesnt work the versions installed are the following sERVER VERSION: 10.0 Build 10020
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog?
Possibility to fill requester field with a script
Hello, I´m looking for a way to fill the requester field of a service request automatically with the technicians name, if a technician creates the service request. Is this possible with a script in the field & form rules? Thank you very much for your help.
E-Mail Command leaving commands in the new request
Greetings, I'm attempting to use the e-mail command feature of SDP to open new requests. The email for the new request will be coming from a SharePoint workflow, based on a new item being created in a SharePoint list. As I'm working on this, getting it to work as I want, I've noticed that new requests created via my email have the commands in the Request Description, in addition to any other text that is in the email message. I was hoping that the email command processor would consume the actual
Field and Form Rule to Remove/Add Approval
I'm building a consolidated form that will take the place of 8 of our current forms. Users will be able to select multiple options on this form. These options will create task for other departments depending on what the need is. Some of these needs will require approval. Is there a way to add approval requirements if certain fields are selected? Almost the same way I'd use a field and form rule to set and unset task based off of field criteria.
How to disable/hide the tabs/menus at the top
We're using SDP 10512. We're looking at upgrading to 11 so we can take advantage of the ESM capability. Due to how you license your product, we're forced to get the Enterprise version for some departments. However, the Enterprise version is complete overkill for these departments. They do not need things like Assets, Changes, Problems, Projects, etc. Is there a way for us to disable/hide these menus from techs using these instances? We only want them to see Requests, Solutions, Reports and that's
Free Enterprise Service Management (ESM) training webinar
Hey everyone, We have planned a second ESM training webinar for all those who missed the first one. Join us on October 15th to get a better understanding of how we do ESM in ServiceDesk Plus. In this webinar, we'll go over how you can extend your ITSM best practices to all your business units to mitigate and optimize your service delivery across each function of your organization with ServiceDesk Plus. Key takeaways: - Creating and deploying a unique service desk in less than 60 seconds. -
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