Change Site with Business Rules
Is it possible to create a business rule which will modify the site a ticket is assigned to? As our organization grows we have more users who are working across multiple sites. When these users submit a ticket (via email fetch) the business rules we established to assign a group/technician fail because the ticket is forced into the users site which the necessary group/technician does not have access to. Any help would be appreciated as it is very time consuming to adjust and assign these tickets
[Tips & Tricks] Benefits of configuring VIP user in ServiceDesk Plus
One of the outcomes of IT Service Management is the regulation, consistency, and predictability in the delivery of services. Any business thrives on customer service and when a major chunk of the revenue is coming from a small section of customers, they are labeled as VIP users. They are usually executives from IT and the business (e.g.CEO, CIO, CxOs, IT head, ). Given that their time is very much valuable, we need to give them the extra care and keep them happy. In ServiceDesk, it is much easier
Issue with importing assets
I tried to import assets through CSV file. As per shown at the attached screenshot, i selected the asset category as "Non-IT", and the asset type as "Asset". also i chose the appropriate column header for the fields, and imported the assets. i found the product type is created but with asset category "IT", although i selected it as ''Non-IT''. Please advise what should i do?. Note: there weren't product type or product having the same name with category "IT". SDP version 10012 "Professional
{SDF-38244}Change group assignment of multiple requests
Hi, I'm using SDP 10.0.14. I often have multiple requests listed without a group assignment (this is because some emails get redirected into the helpdesk and don't have the right headers to go into the proper group automatically). I can select multiple items and assign them to a technician in one action, but I cannot see any way of changing the group at the same time - so I have to go through and assign the group one by one. Is there any way to change the group assignment for multiple requests at
Remove Service Catalog from self service
Is there a way to remove the Service Catalog and "I need something" link on the home page of the self service portal in SDP 10?
The actual reply in the append email
Can we get the actual reply (conversation) in the “E-mail technician when a request is appended by reply.” Instead of the original Description ? I know this can be done with notes, but what about the email reply’s ?
[SOLVED] Task as a manadate field under request closing rule
Hello Team, I want to made "task" filed as a mandatory field under request closing rule, without task completion request can not be close. can anyone please help me, Thanks Regards, Subrata
Survey Exclusions
How can I prevent surveys going to anyone outside my organisation. I have tried to set a survey exclusion Exclude Survey when any of the following criteria is matched e-mail ID does not contain mycompany.com I have also tried e-mail ID does not contain @mycompany.com and also in desperation e-mail id contains gmail.com This is being ignored and Surveys are still being sent on closure of every ticket
Is it possible to open an attachment in the browser instead of downloading it?
Often we get screenshots in requests that end up attached instead of embedded inline. We also attach documents to assets, Purchase Orders, etc. I would like to have the ability to have those assets open in the browser - or in the appropriate application - rather than having them all download. Is there any way to change the way this is configured? If not please consider it an enhancement request. Thanks
Mobile client & ldap authentication
Hello. Does servicedesk plus mobile client can authenticate ldap users? I use trial version with ldap integration, and drop down box "For Domain" show only 1 position " -- Choose -- ", and dont show my ActiveDirectory domain.
Create bussiness rule to auto send approval mail
Hello, How can I create a rule for autosend $ApprovalLink directly without click on Actions->Send to approval when the status is Approval Pending I'm using Enterprise edition, I have read some old threads about this but I'm lost
Wanted to Delete Records in Database for Test Environment
Hi guys, I replicated our live environment to test and wanted to delete all the requests (including Archived) for testing purposes. May I know what commands I need to run? OS: Linux/Ubuntu Database: PostgreSQL Product: ServiceDesk Plus Version: 10.0 Build 10010
Upgrade from 9400 to 10000 fails
Hello, We are trying to upgrade our instance of Servicedesk from 9.3 Build 9324 to 10000. We are successful in upgrading to 9400 but from here we cannot upgrade any further. When using the Servicepack to upgrade from 9400 to 10000 we are prompted to create a "master key password" and then a error message saying "An error occured during decryption. Upgrade halted. Start ServiceDesk Plus 9400" I have looked through the updatemgrlog0, 1 and 2 and have noticed this at the latest time stamps. Any assitance
[SDF-49884] Add Thin Client Category to Asset Hardware
Right now we can add assets to two categories, desktop and laptop. I need to add thin client as a third category but have no idea how to do that. Is it possible and if so how do I do it?
Cannot delete Support Group
We have finished our testing phase and are planning on going live with ServiceDesk Plus next week. During testing we created a Support Group called "Test Group" and assigned a technician also named "Test" to it. I attempted to delete the Support Group (checked box and click Delete button) but received the message "Groups cannot be deleted". I was able to delete the technician "Test" but am still unable to get rid of the "Test Group" Support group. Edit: Thought I'd add that I have edited all tickets
Automated SSL Certificate Deployment
Is anyone successfully using automated deployment of SSL certificates on SDPlus ? I've been using this with the free certificates from Letsencrypt for IIS servers but have never tried it with a non-IIS server. Are you using an ACMEv2 client, if so which one ?
Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester
Hello Team, Email Subject line should be same as requester email subject line when ME is triggering the notification to Requester. when i am raising a case with for my system issue with IT with the subject line "System not working" after raising the case i am getting the email from ME with subject line "Your request has been logged with request id ## ##RE-105020## ##". i am looking for both case the subject line should be same. we are in 10012 service desk plus,Thanks Regards, Subrata
SDP 10013 - Wrong status change after requester replys
Hi, after upgrade from ver. 9.4 to 10.0.13 (on Postgres) we noticed that if a requester adds a reply to a ticket which is in "Waiting on approval" status (and the timer is stopped), the status automatically changes to Open and timer starts again. Is there a way to fix it? Thanks in advance alessandro
[SOLVED] Two scripts with different stages of approval
Is it possible to have two different Python scripts place different stages of approval within a single request in SDP? To provide background, there's a script within another forum post (https://pitstop.manageengine.com/portal/community/topic/adding-an-approval-with-a-custom-trigger-on-a-request-in-servicedeskplus-msp) that we would like to take the place of Stage One of approvals. Following that, another script (https://support.servicedeskplus.com/portal/kb/articles/how-to-implement-dynamic-request-approval-through-custom-triggers-with-configurable-csv-file)
[SOLVED] How to grant permission to edit IT Service CIs in CMBD?
Hi, Is there any other way to gran permission to edit IT Service CIs except SDAdmin role? I have granted EnableCMBD role + full control for Assets for technicans and they can edit CIs except IT Service. Best regards Krzysztof
Technician Notification of own Reply
Just starting out with SD+ and when a technician replies to a request they are getting an email notification of an update to the request like they are a requestor. We want technicians to get notified when a requestor replies via email but not the technician. I have "Alert(or Notify) technician by e-mail when there is a new reply for the request." turned on so that the technician is notified when a requestor replies to a request via email the technician is notified but this seems to also notify the
Adding e-mail trail to replies
I have noticed that when we reply to a user's ticket, they get our reply, but not an e-mail trail, it just contains our reply. Is there something I need to enable in the back-end to allow the user to see the reply trail within an e-mail. Thanks
Asset State for equipment on shelf and not to be scanned by ServiceDesk Software licensing
Hello, What Asset State can we set assets to, when they are put on the shelf and don't want Software License Management in ServiceDesk to include this assets while they are on shelf? Sometimes they will be on shelf for a long time and not used by anyone. When taken off the shelf they are sometimes re-imaged and setup for another user. Thank you,
I need help
There are required fields in the settings "Request Closing Rules" - Technician, Resolution, Associated tasks should be completed. But, in fact, the request can be closed without assigning them. The question is how to fix it?
Search filter by session login name
Hi there. I wondering if it's possible do a search based on session login name without opening the advanced search.
[SOLVED] Total Tickets Resolved including Merged Tickets
Please can I have a report that shows total number of tickets resolved for the previous month per group and the total number of merged tickets within those tickets? I am running Manage Engine Service Desk Plus 9.4 Build 9422 and MSSQL.
Feature request: Keep asset when changing/choosing requester
When creating a new request and you add an asset before choosing a requester the asset is removed from the field. Same issue occurs when changing the requester when a asset is selected.
Cannot Import File
I Exported Data of Asset Type -> Workstation CSV. Made one single change in a column ( Just to test, I did Not create any column or changed anything from the original-file) Then tried to upload back into SDP Got this error on 95% records. Failed [ResourceLease] Column 'STARTTIME' cannot be null Resulting the failure of update. there's no such column called STARTTIME. it must be referring to something else. Can you help
Notify secundary user when the asset is assigned to the user
Hello Team. Currently the ServiceDesk Plus console can send notifications to the user assigned / dissociated an asset, as shown by the following notification rule. However, we are requiring that a copy of that notification be automatically sent to a secondary email configured for that user. Is it possible to make that configuration? Any script? Justification of the scenario. A client has registered in the SDP console the student users imported from the Active Directory. These students are assigned
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
Can't create CI History Report with filter
If we create a report to show CI History without any filters it works fine but if we choose advanced filter: CI-type the report gets blank. We se multiple pages but no entries in the report. If we select last month in Date filter we get a error: Anyone else has this problem and a solution for it? Best regards Robert Lundgren
[SOLVED] Requester access to Change Requests
Dear All I would like to ask how is it possible for a Requester to be able to have access to the changes he/she is assigned to be a super user or an end user. I see that this is possible by clicking the link from the info e-mail, but not when accessing the portal. Also, it was not possible to see the details of the implementation phase, even if the end/super user is assigned the View access to every step of the change. Thanks George
ServiceDesk Plus 10016 Released
Dear Users, SDP 10016 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-77145: Username field in the EWS configuration now allows names and e-mail address. A separate e-mail field is added. New Feature SDF-76768 : Following enhancements have been added in MDM-SDP Request Actions. Option to associate profiles to devices and groups. Option to distribute apps to devices and groups. Option to revoke
Importing users from AD
Hi guys, I'm having a problem importing users from AD. Our AD is Windows server 2003 and below is a screenshot of the error: It is failing and we also have more than 32 users in our active directory. Any help will be appreciated.
Active Directory import failed
The scheduled active directory import is not running. I have Active Directory set in the GUI to import once every 1 day. According to the logs, this hasn't happened. There is no fail log, there is an absence of logs showing an import. I thought that the GUI might not have set the schedule correctly on the database. on the database, we found a schedule called ADSyncronizationSchedule. This is set to run daily. The import runs correctly as I have manually imported from AD.
[SOLVED] Make attachment required (or popup message)
Is there a way to make attachments a required item? or on submit is there a script that can generate a popup message if nothing is attached? one of our request types will always have an attachment. If there is none because the user forgets it slows down the process. I'd like to make them attache something "or" give them a gentle nudge of a reminder.
After Build upgrade from 9414 to 10012 Some times requester email reply is not appending in the request
Hello, Few days back we have upgraded our service desk plus from 9414 to 10012 with PGSQL database, i have observed that sometimes requester email reply is not appending in the request. i have the same of requests with me. please help me to isolated the case as the request count is increasing day by day with the same subject line. Thanks Regards, Subrata
Category, Subcategory, and Item Deletion
Hi everyone, I was wondering about the consequences of deleting categories, sub categories, and items. If I delete an item (and possibly it's parents subcategory and category altogether) will this break historical associations to the item? Or will is persist in a history friendly way? We're looking to structure our categorization differently and we would like to know the potential consequences. Thanks, everyone.
Integration with Slack (Rocket.Chat)
In October last year, a ManageEngine employee named Jai Anand Krishnamoorthy developed a Python script to integrate ServiceDesk Plus into the Slack messaging system. I'm trying to set it up using Rocket.Chat. Rocket.Chat is an open source product based on Slack, containing all the features of Slack, including Webhook. But after the tests I get the following in the history: Action Executed is: RS_to_Sinergia Message: Error Posting notification to Slack Can anybody help me? I believe that maybe some
retrieve the technician key
Hello, is there a way to retrieve the technician key without recreating it ? regards
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