[SOLVED]Link requests: add filter for 'requests by requester'
When you bring up the link requests window, it would be extremely helpful if there was a 'show' filter for 'requests from this requester', so that you could quickly see all the requests submitted by the current requester. Often a requester will raise a new SR about an issue that I can remember dealing with in the past - so my current work flow is go to 'Actions > View requests by requester' and then take a note of the ticket number, and then go 'Actions > Link requests' and enter the ticket number
[SOLVED] Emails are not being sent with changes
Hi, I have a problem with mail notifications. Emails are not being sent on change creation and on change status transition. The roles to notify are set in the workflows as you can see in the screenshow below as example: Notifications are working with Requests. I'll attach the log file from the last change I created.
Unable to attach to Change Ticket
Just starting getting this error message when trying to attach an Excel document under the Plan tab within a Change ticket.
Attachment
Good day! I recently updated to version 10017 from 9.3. Everything works fine, but I discovered this situation. I have set up a pick-up of emails (Email parser). Everything works, but there is one, but. If there were 2 or more attachments in the letter attachment, then when the portal picks up the letters, it leaves only the last attachment, and all the others are erased and turned into it. For example, if there were three of them in the letter, then on the portal I will see three identical investments.
[SOLVED] License Expiry Alert
Is there a way to hide the License Expiry Alert from technicians? We only want Admin to see the Alert. Version 10 Build 10004 MSSQL
Virtualization ManageEngine ServiceDesk
Good day! Colleagues. I have this question. Now my ManageEngine ServiceDesk is running on a supermicro micro server and I would like to transfer it to a virtual infrastructure. What should I do, migrate P2V, or is it better to deploy the latest version of ManageEngine ServiceDesk in a virtual machine and restore it from backup?
[SOLVED] Help with Script to double costs based on field option greater than 1
Can anyone help me create a script to execute on field change. That if the entry is greater than 1 then the costs will multiple by that number. Example: If the total cost is $15,000 and they choose that they need 2 then I need the total cost to reflect 2 @ at price of $30,000.
[SOLVED]Mail fetch Stopped after O365 Clutter moved new
Error: Error processing email with subjectOfMail : Clutter moved new and different messages and messageid : <eurprd09.prod.outlook.com>. SO STOPPING THE THREAD Kindly provide a solution SD Version: 10.0 Build 10014
Not able to update Site for 2 users
Hi All, Firstly I synchronise our AD with the Service Desk Plus requesters. This works fine. I do however have a couple of users where the SITE is not populated. When I go to manually edit for one (a requester) it tells me: FAILURE: Login with same name already exists. Please provide different value for Login Name The name does not exist elsewhere and never has for both individuals. This used to work fine before he switched locations. When I go to the second (a technician) the Site field is not visible
Notification Bell
Hi, We recently upgraded to ServiceDesk 8212 and one of the new features is the notification bell. Some of our IT technicians are complaining about the number of notifications the that are being displayed. Is there any way of reducing or filtering the number of notifications within this feature? Thanks, Mike
[SOLVED] Arabic language has problem in Business View
Hi, When I created new business view in SDP 10.009, and click on more details button, show me menu as '????? CI '. I think is a bug in Arabic language. I attached it.
Unable to Close Purchase Order associated with Purchase request
Hi, I am using Manage engine service desk plus 9.4 version, SQL Server database and facing trouble with closing any Purchase order created through purchase request, while on the other hand, there is no problem closing PO created directly/ without purchase request. I have tried all possible scenarios for example, Closing PO with and without notification. I have also tried to close purchase request first, but all in vain. I have verified actions through "system log viewer" and it is not showing any
Table location - Where is this located: "Category not for further usage" field on the DB table?
Is there anyone familiar where this field is located on the DB table?
[Webinar recording] How analytics for change management process can save you millions
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Reply window sometimes doesn't close (but reply is sent)
I'm using 10017 but have had this problem for a few previous versions -- it's not common, but occasionally when I click 'send' on a reply the window stays open. The reply is always sent, and if I put in a status change (e.g. open > resolved) that change is actioned. I believe it's most likely to happen if the reply window was open for a while - may be related to draft saving? It's not a big problem for me because it's rare and doesn't seriously interfere with workflow, but I thought it worth mentioning.
Report needed: Requests created based on template name for the current month
I would like some help getting a report created that shows all the tickets created using a specific template that we have on site. Build: 9.2 Build 9211 Database: MSSQL Thank you in advance.
(solved)Mail Fetch from 365 - Host unknown
I'm trying to set up a new installation of SDP but I can't get the incoming mail settings working. I've put the settings in according to - https://support.office.com/en-us/article/POP-and-IMAP-email-settings-for-Outlook-8361e398-8af4-4e97-b147-6c6c4ac95353 but whenever I try to save them I get the error - FAILURE :E-mail settings saved successfully. But unable to connect with mail server - Host unknown / not reachable. I can ping outlook.office365.com OK and get a telnet connection on port 25 from
Disable Tech Auto Assign for request from email.
Hi All, Is there a way to disable tech auto assign for request coming from email. Because i would like to set if any email request only assign to one technician thanks.
Searching through CSV file for User
I'm hoping someone with Python skills can assist with this concept that my team and I are hoping to implement into ServiceDesk. When a new internal user is requested to have access to our applications, they need to go through a background check (we would send the request out for approval from ManageEngine). Up to this point, we have been manually sending requests for approval. If they are an existing user with access to applications already, we would just skip the compliance check. We don't want
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[SOLVED]Servicedesk Time wrong after Daylight Saving Time
Hi We are having an issue with Times in Requests after the Clocks went forward at the weekend. We are currently working on GMT London* time zone. When requests are being set the time is then being pushed forward by an hour. I've read forums about fixes but there are from years ago and didn't want to try them on the build we are on now which is Version 10.0 Build 10009 Thanks Steve
Create report to track CURRENT OPEN REQUESTS for each day?
I am totally lost on how to use the Report tool in Servicedesk Plus in a good way. I would like a graph (or table so I can export to Excel and make a graph) of how many requests we have Open at the morning of each day. I'd like the graph to show for each technician who has anything assigned to them, and also unassigned, and also the total amount. Put simply, I want a table that says something like this: Date John Billy Katie Total 2019-02-01 10 2 5 17 2019-02-02
Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
Idea - Automating escalation through Microsoft Teams for ageing tickets
Has anyone worked on automating escalation of ageing tickets to the support group leader's account in Microsoft Teams or Slack? The idea is send a chat notification only once to the support group's leader when the ticket has breached SLA and reached a threshold level (say delayed by 7 days). This is to add a sense of urgency to the ticket.
Solution Permissions by Technician Group
Is there a way to limit certain solution entries to only certain technician groups (much like the way we can limit it to certain user groups)? We have some solutions that we do not want to share with certain technician groups as they contain sensitive information they should not have access to as part of their job scope. If this isn't possible, can this feature be added in a new release?
Attachments list of requests conversations
Hello is there any setting can show a list for attachments of requests conversations?
Requests conversations setting
Hello Is there a way to collapse conversation in the requests by default. thank you
Approval Reminders - variables
Can we add more variables to the Pending Approval reminder notification. Currently we are only able to add 'MyPendingApproval' to the email body. This works for technicians whom are on their workstations and click on the link. For technicians, typically management, who are mobile the link provided prompts them to login to the mobile website. Once logged in they aren't able to view pending approvals on the basic web interface. Ideally we would like to be able to add the $ApprovalLink for the specific
Custom Report
Hi, I am fairly new to SQL. And i would like to create a custom report as I am unable to create this report with the wizard. Report should be of all workstations, where the Asset State is Expired. The report should contain the following columns. Asset Name, Service Tag, Manufacturer Model Acquisition Date Purchase Cost Warranty Expiry Date OS
How do I rearrange list order of IT Assets?
So my list of IT Assets under the tab Assets is in no good order at all. It starts fine with something on A and ends with something on Z. But inbetween there is no real order. In the screenshot you can see the order of the partial list is Switch Workstation - Laptop - Desktop Server Accessory IP Phone How do I rearrange this list? Preferably in self selected order, otherwise Alphabetically would be fine.
[SOLVED] Unable to pick up tickets from a department
All tickets sent in from one Department are now giving the below error when we try to Pick up the ticket. We can assign it to someone, but we can't pick it up.
Closing Tickets
Good Afternoon, We have an issue at my company where some people have troubles closing tickets from the link sent out in an email. The browser the person is using is Google Chrome and it is really hit or miss if it works. i was just looking for a solution for this problem and why this is happening. Thanks.
Import query initiators from Active Directory
Good day! When I try to make Import query initiators from Active Directory, then when I click the import button, I don’t have the whole structure of organizational units, how can I update or redefine it for ManageEngine ServiceDesk?
Add another tab to requests
Hi, Would you please consider adding another tab to requests? What we'd like is a tab entitled: Additional Fields Purpose: We have a lot of additional fields in our Service request templates, especially those dealing with Application Enhancement/Development. Those additional fields have to go onto the detail tab making it a bit busy looking. Under most circumstances only the technicians fill these fields in after the original request gets created. We believe having a separate tab for additional
Stop Timer Notes
Is there a way to disable the stop timer notes? SDP 9.2 Build 9217 MSSQL Thanks, Steve
New user request form and workflow
I'm just wondering if there is a standard/supported/best practice way of creating a New User Request electronic form and accompanying workflow, to automate AD user account creation entirely within SD+. In essence, I'd like for certain Requesters (Managers, Department Heads etc) to have access to a New User Request form within SD+ that contain the standard fields necessary to create a new user. Ideally, this would then be submitted as a ticket and assigned to a technician who would skim over it quickly
[SOLVED] Service Catalog form drop down items
- i have created a form with a drop down box (Pick List). - My question is how the requester select multiple items in the drop down box i created in the form. - How can i make the items in the drop down (Pick List) items be selected in multiple manner. Thanks in advance
[SDF-41306] No Reply From User in ticket notification
We often have several requestors cc'd on tickets. When the technician receives a notification from the SDP the notification only lists the official requestor on the ticket and NOT the person that actually replied. I've looked through the variables available in the notification template and don't see an option for adding the user that replied to the template. Example: User A creates request w/User B cc'd Technician replies to request with User A as the To and User B in the CC User B replies to technician
Forms: Smart workflows / rules
I'm working on a form that contains many field/form condition rules. If field is 'Yes' show this field, mandate this field, etc... Is it possible to have an action from separate rules action another rule? For example: - Rule 1A: Show field ABC if answer is YES in field X - Rule 2A: If field XYZ is YES, then set field X to YES I want Rule 1A to run automatically if Rule 2A completes (changing field X to YES shows field ABC). My workaround right now is to remove field options from field X to only
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