CTI integration
Are there any plans to integrate some of the SupportDesk functionality into the ServiceDesk product? We are opening our Help Desk to field external calls, and could really use some of the features in SupportDesk such as CTI integration, and call logging. If these were offered as add-on modules for ServiceDesk, we would definitely look into purchasing it. It is not cost effective for us to have our Help Desk use 2 different ticket systems, though.
Feature Request: Request Approval attachments
In some of our use cases, we use the Request approval process to review documents (contracts, documents, etc.). Similar to a recently added Change process feature, we'd like the ability to send ticket attachments in the Request approval. SDF-66881 : Files attached to a change in the Submission and Planning stages will be added to CAB recommendation email notifications.
Time tracking via ServiceDesk
I was wondering if anyone uses ServiceDesk for time tracking, as well as ticket management. Our department just had a meeting, and they want to detail 90-100% of the technician's time. The problem is that not all of their activities are logged within tickets. Does ServiceDesk have the capability to keep a time journal, or force an actual time spent on a ticket vs "time opened" and "time closed"?
Possibility of Integration of Manage Engine Service Desk Pro with Monitoring tools
Hi, I want to know 1. Is it possible to integrate CMDB (In Service Desk Pro) with monitoring tools SCOMS ? If yes, how 2. Is it possible to integrate CMDB (In Service Desk Pro) with monitoring tools Solar Winds ?If Yes, How 3. What are the benefits of integrating service desk pro with these monitoring tools in terms of CMDB , incident management or other ITIL Functions? Thanks a lot Eagerly waiting for your response, Best Regards
[SOLVED] SDP 10013 - Wrong technician notification when requester close the ticket
Hi, after upgrade from ver. 9.4 to 10.0.13 (on Postgres) we experienced some issues with mail notification: when a requester clicks on close request link provided by email, technician get the same kind of email as if the requester updated and not closed the request. It is a little bit annoying because you are not able anymore to understand what's going on. We looked in "Admin > Notification Rules" section but we did not foudn anything abut that. Thanks in advance for your help alessandro
TicketOwner get notified with an email after the DueBy Time SLA of Existing Request
I would like the TicketOwner to get notified with an email for existing requests after the SLA DueTime, For an example: I created a SLA called "NewSLA" and the criteria is "Request Type is Incident" with response time of 10 min and resolve time of 15 min, and the escalation and I enabled the Level 1 Escalation for the response time to be $TicketOwner to be "Before 1 min" (Kindly find the screenshot below in the attachment). I want the TicketOwner (Technician) to be notified by email after the SLA
[SOLVED]Not able to add custom column in Availiable column in Service desk plus custom report
Hello Team, I am Not able to add custom column in Available column in Service desk plus custom report. Please help me, Thanks, Subrata
Unable to Upgrade from ServiceDesk Plus 9400 to 9402 or 9403
When attempting an upgrade from 9400 to either 9402 or 9402 the upgrade is failing at 97% with the following error message: dependent file pgsql/32bit/pg_isready not found When I look in D:\ManageEngine\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-9.4.0-SP-0.3.0\SERVICEDESK\PostInstall\pgsql\32bit the folder is empty. Our database is held on MS SQL Server, so I am not sure why it is looking for PGSQL components anyway. Please can you advise on a possible solution.
[SOLVED] Feature Request: Notifying technician when an Attachment is added
Hello The Requester is able to add an attachment into the request some days after he created the request. Because there isn't a notification to the technician, it can get forgotten. Can you please add the possibility to notify the technician when the requester is adding an attachment. Regards, Markus
[SOLVED] Sorry, your upgrade from 9400 to 10000 failed. Send us the log file for further analysis.
Good day! I have a task to upgrade my ManageEngine Service Desk from version 9.3 to the last. I left instructions from the official site and here from this site. I managed to upgrade to version 9400. After the next update to 9426 or 10000, I constantly got an update error "Sorry, your upgrade from 9400 to 10000 failed. Send us the log file for further analysis.". Where can I see the event logs and find the reason?
Auto Fill request when replying from the requester
I created a new template with new additional fields "Questions", I want when the requester replies to the request questions, these fields get updated in the request automatically? and a second questions, Could I customize the Printer Preview to select some fields only in the request details or the requester details (not all the fields)? Thank you
other alerts besides emails...
is there any way to get ticket alerts other than emails or text? i am wanting to setup another type of alert when tickets havent been taken in x amount of time. love for a phone call, but a pop up, generate a chat?
[Tips & Tricks] Encrypt documents generated from ServiceDesk Plus
Hello folks, Sensitive information, which can include documents, data or email messages, really has a life all its own. Especially when it comes to business. When information is first created and stored, typically on a local drive, network drive, external drive, cloud or repository, it has the potential to be openly accessible to unwanted persons. When information is sent to and shared with others, such as through email, there is a potential for hackers with bad intent to intercept it. And when
[SOLVED] Setup Approval on an Incident Ticket
Scanario: Before an Incident Ticket can be placed OnHold it needs to be approved by a designated person/s. ME needs to ensure that before a Ticket can be placed OnHold that an automatic request with the reason for the hold be send to the designated person/s. How can this be achieved and how do I assign these designated person/s? Version: 10.0 Build 10013 Product Edition: Professional
How to change title in browser window
I need to change title in browser SPD+ webpage from: "ManageEngine ServiceDesk Plus" to: "... ... req: #XXXXX" need request number or other useful information.
FALL OF SERVICE JAVA
Hello good day. Use ManageEngine Service Desk Plus since 2016. Whenever I make a backup through the command line, the JAVA service stops, and as a consequence, it does not open the website. I would appreciate any comments. regards
[SOLVED] add color to informs
Hello, Is there a way to add colors to a certain column of an inform? If not, can analytics plus do that? IF so, how to?
Technician - Open ticket as a requester
Hello All, We have multiple groups that use our ticket system for requests. Most of our tickets have a bunch of fields in the technician view that aren't shown to the requester. One of our service requests is "Contract Review" which is handled by our compliance team. When i open up service desk plus to enter a new contract to be reviewed i see the technician view, this is confusing to some people. For me i know which fields are meant for the compliance team to fill out, but for instance when the
[SOLVED]Requester job title on request view
Hello to all, are there any way to show the requester job title on request view on build 10014? Thanks in advance
AD Import brings in Disabled accounts
Can the AD import be changed to where it will not import disabled accounts.
Display description field associated with the Category / Sub-Category / Item in request form
I've very important instructions stored in the description field associated with the Category / Sub-Category / Item. But unfortunately these descriptions are not displayed (except in admin module). I'd like the description field on the request form to be shown to my technicians. Is there anyone who knows how to do that? jM
Edit Custom Views - Combining Operands
I see there is still no way to combine AND/OR operands in a Custom View, as was reported as an issue quite some time ago. I desire to define the following view: ---------- Group (is) "Network Services", "Voice Services" OR Technician (is) "John", "Jane", "Bob" AND Request Status (is not) "Closed" ---------- Once I define my Group condition, select "OR" and add my Technician condition, when I go to add my final Request Status condition and select "AND", the Filter automatically updates itself and
[SOLVED] Views - and/or statements together or linking multiple views - multiple regions setup
Hi all, We have been piloting the Service Desk plus in one region for some time now and we are in a position to expand to other regions as soon as possible. One of the issues I am facing currently is with the views - it is not possible to have a view with mixture of 'and' and 'or' statements as it seems. What I want to achieve is that technicians in other regions see only requests from their region and not others. In addition, I would also like to exclude the closed/resolved tickets from such view
Unable to Update from 9335 to 9400
I was trying to update our Service desk plus and follow all prerequisites below. select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED'; all param are "true" but still having this error.. Please see attached file..
Auto Assign an Incident to a Site
Hi, I would like to auto assign an incident to a site, according to the requester's email domain. Is it possible? As an example, incidents from xxxxx@gmail.com should be auto assigned to a pre defined SITE, at the time of creating the ticket.
[Tips & Tricks] High time to snub manual translations
Hello folks, Multi-language support in an application is always a boon. Especially when it is used by users across the globe that speak different languages. Imagine how frustrating it is when you receive an email or anything for that matter and find out that you can’t read it. Being unable to use an application because of a language barrier is just as frustrating. Depending on the nature of your business, having software that functions in multiple languages is a key component to your success. Considering
[SOLVED] sample data
Is there a repository where i can download sample data for on-premise tests?
Field and Forms Add Options to MultiSelect Field
Have 175+ items I'd like to add to an "Incident-Additional Field" Instead of adding them one by one. I was planning on using Field and Forms and upon Form load, add in the options. (Imagine typing in and managing these fields with 175+ values manually) According to the help, it says I am well within the range of having up to 25,000 items. Cannot find anything in the rules that state how to load in these values to a variable. Anyone else attempt this before?
Attachment is missing in notification email received when assigning a ticket to Technician
I installed a free version (Stand Edition service desk plus) on premise. When a requester send email with attachment it is receiving in Service desk portal and able to view it. Administrator is assigning that ticket to a technician by logging in to the portal(server where it is installed).The assigned technician is receiving the email notification (in outlook) but without attachment. So every time technician need to login to application to download the attachment when he receives
PO Module: Allow Technicians to associate assets with a new Vendor
Hello, I'm looking for advice on avoiding duplication of product types in the asset database, which can be caused by technicians creating a PO for a vendor where we have not purchased a particular product from before. We are running SDP v10 (build 10008) and regularly run into the issue described below: 1) A product type (e.g. iPhone 7) is purchased, so this is set up from the relevant vendor and logged on a purchase order. 2) Some time later, a technician wants to purchase the same product from
Importing Devices CSV file
Hey all, I am very new to this and i am in charge of importing a CSV file with about 500 devices that include the basic (name, serial, asset tag, model, user, location) how do i do this? I would like some help as i do not want to mess anything up, I would also like to know if there is anything such as an autoscan? that scans devices everytime a user logins in or every few days. Please any help would be appreciated.
Worklog list additional fields
Can we add Worklog Additional fields to the columns of the Worklog list in a Request?
[SOLVED] How is delay calculated on projects and milestones?
Hello, We are reviewing our projects and trying to get a better idea of how things work. We notice some projects show as delayed. I've added a screenshot to help you see what I'm talking about: I can't seem to find in the database any estimations for this project. I don't see anything that looks like a delay. Can you tell me how the project and milestone delays are calculated and where to find them in the database? Thanks! Joanna
Asset Movement
I am looking for assistance. We’re in the process of implementing the Servicedesk Plus Assets module for our ICT assets. Our current procedure entails that for an ICT asset to be moved, there must be two approvals and the final recipient of the asset should acknowledge that indeed s/he has received the asset. How best can we ensure that for an assignment of an ICT asset to a user to be complete, the aforesaid procedure would have kicked in; that is, if a technician wants to assign an asset to someone
[SOLVED] Filter by Request Templates in Report
Hi, is it possible to generate a report where we can see the total number of request created from a certain request template?
Auto-close request with resolution
Hi there How can I auto-close requests based on rules (category, sub category, etc), ofcourse with resolution (it'll be one for a rule)
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
Is it possible to create a notification on a change request for a shedueld change window
Hi all, We run multiple changes a week in a weekly change window, many of these changes are pre-scheduled a long time in advance using the 'Scheduled Start' feature, is it possible to get automated reminders on these scheduled changes to help the technicians plan? Many thanks, Andy
Script to generate pop up in field and form rules
Hi team. I need to create a script in field and form rules, showing a pop up when the technical field is updated. I created a script where I can execute this action by comparing two date fields, but I haven't been able to create the script by updating the technical field. Can you help me with this? Thanks and Regards!!
[SOLVED] Use Email Command to set Custom Fields?
Hello, I am wondering if it is possible to use email command to set custom fields? I have it working to set preexisting standard fields, but would like to be able to set custom fields in our new hire template. Any help would be appreciagted.
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