[SDF - 77575] Post v10000: Automatic Opening of Worklog
Feature request to automatically create a new Worklog when one is absent. When the user is prompted, the system will switch to the Worklog tab. The technician is then required to select 'Add New' to create a worklog --> we would like that action automated after the initial prompt.
[SOLVED] SDP Chat from within request
I've noticed the ability to initiate a chat directly from the incident/request window is no longer there since upgrading to 10.0 (the little chat bubble icon next to the requester's name). Is this a dead feature or is there a way to re-enable this as it was an easy way to initiate a chat with the customer and immediately save the conversation as a note in the case??
[Tips & Tricks] Minimize the number of clicks in ServiceDesk Plus
Hello folks, Isn't it true that keyboard shortcuts bring smiles to our face as it helps make our work easy and smooth? Most of us love it for several reasons. It can get our work done faster Faster than just using a mouse More efficient than using a mouse in most cases Easier on hands Do not have to find home row again with mouse to attain a task Cool Geek factor and so on. How effective would this be if we get mastered on using keyboard shortcuts in ServiceDesk Plus. This minimizes the number of
[ SD-73911]Security issue
Hello, we just did an upgrade from build from 9424 -> 10000 -> 10013 and we noticed that all the credentials for Network scanning are saved in clear in the serveroutX.txt every time a scan is ran. This is not the first time this issue occurs to us, It's is very unprofessional and a breach of our trust since support is requesting the logs to debug some errors.
ServiceDesk Plus 10015 Released
Dear Users, SDP 10015 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests.Click here to learn more. SDF-42737: Option to search the service template using keywords. Issues Fixed Vulnerability : SD-67820 : XSS vulnerability in attachment description of a change request. SD-77176 : XSS vulnerability under
Project Management Printing
I am looking for a way to print out a project that will show milestones and related tasks. Is there a way to printout a project to a similar view and maybe MS project. It would be nice to be able to print this out and hand it to senior managers as needed.
SDP: We want the group and specialist fields to be filled in when parsing an request from a letter
Hello. Found that when parsing incoming letters when specifying a group and a specialist, Service Desk fills only the specialist in the created request. We want the group and specialist fields to be filled out with this parsing. With respect. Igor Stepanenko.
Formatting options in Service Catalog Help Cards
Hi, The addition of the help card is great , but it has zero formatting options (font, layout, etc). Also can we make it that it is available to view by technicians as well when they access the forms, not just requesters?
[SDF-33593]E-Mail Template for Replying to a Request different for Requester and Technician
Hello I'd like to post one of my requests to the community to let them know, you might have the same feature request: I was surprised that if a requester sends an reply within the web-form, that the E-mail Template "Replying to a Request" is used for the Requester Reply. Because I used the variable Hello $Firstname and $Technician as greeting, this is not correct, if the Requester replies. This replying Template should be different for a Requester and for a Technician. (Or empty for a Requester)
SSL for all ManageEngine programs
I have all of my ManageEngine programs (ADManager+, ServiceDesk+, Desktop Central, and SelfService+) on one server. All of them point to one URL. How do I get an SSL to work on one server? Thanks, WLS-ITGuy
ServiceDesk AD sync - Site and Office fields
Hello, We have been testing the AD sync on manage engine through the AD sync option. The issue we are having is that manage engine defaults to the "Office" field on an AD user object and maps it to the "site" field on manage engine. Is there a way to change this default behavior? We use the Office field on AD as a room number rather than a site location. Thus making all the Users on Manage engine have various sites when in reality they are all in the same branch office just in different offices
Forward email into SDP and preserve requester
Hi, In my environment it is very common for requesters to email technicians directly. At the moment the technicians manually create an incident on behalf of the requester, but I am wondering if there is a way whereby the technician can forward the email to SDP from their email client, and have SDP pick up the correct requester address. If they forward the email at the moment SDP sees the technician as the requester. I have tried the 'mail redirect' extension in Thunderbird which nearly works - except
ServiceDesk Mobile Notification Error
Dear ME, We facing error when updated to the latest version ServiceDesk Mobile for Android. You can refer to the attachment for your reference. I want to know what the impact to our current system prior to this error. Thanks Error
SDP: We do not send letters to specialists specified in the technical support group settings
Hello. Found that when assigning an request to a technical support group, no notifications are sent by mail to selected experts specified in the group settings. We want darn notifications to be sent. Sincerely. Igor Stepanenko.
[Solved]Emails not getting flagged for deletion
Just started yesterday afternoon. 2:23 fetching happened, and then those emails were deleted from server. And then 2:24 fetching happened, and emails stopped being deleted. This resulted in 100's of extra tickets being created for emails that were already fetched. We have stopped and restarted the ME service, and the entire ME server as well. And also stopped and restarted fetching. Anyone have any ideas?
[ SDF-39758]Task Dependancy: Bread crumb
When viewing a task that is a dependancy - it would be nice for Technicians to have a visual cue of the parent task or that the task is a part of the map. Having a bread crumb path beside the Task number/title could accomplish this OR a separate field similar to Requests that indicate the Task is linked to another.
HTML Editor for Service Catalog Templates, or possibility to use a File-Link in the Templates
Hi I use build 10014 I'd like to create better templates in the service catalog. Actually I'd like to add a flie Link to pdf Information on a server. At the Moment it is only possible to add URL or Email Links into the template. I could do it manually, if the editor had the Edit HTML Icon, the same as it is available in the editor window of the notification rules templates. Why is not everywhere the same editor used? Regards, Markus
Exporting and Importing Templets/Service Catigories From "Test" to "Production" Environment
My Colleagues and I have two instances of the the ServiceDesk Plus one for use with our users "Production" and a "test" where we try new things. Is it possible to export a template/rules/categories/ect... from one to the other?
[PYTHON SCRIPT] Mark as FCR
Hi all, Another script I thought may be useful for some of you out there, this will automatically mark any ticket as FCR. Just create a custom trigger based and set the following: python FCR.py $WORKORDERID FCR.py url = "YOUR ENVIRONMENT" techkey = "YOUR
Link a request to another with REST API?
Hello I'm creating a new request with a script in "Request Custom Menu" and send some information of the existing request into the new one. SDP has the feature to link requests to another one. Is it possible to link the new request to the existing one with REST API ? I couldn't find the attribute for the link. Regards, Markus
Scan workstation with Windows XP operating system through the agent
Hi, In my organization we need to scan the workstation through the agent. The problem appears with some workstation that have Windows XP operating system, which we can not scan, the others (with Windows 7 or 10) are scanned without problem. We have done all kinds of tests, the scanning through the script does not work either. We assume that the problem is caused by encryption, since we have the application through SSL. We would greatly appreciate any help. Thank you.
[SOLVED]Assets change after we change them!
I have a large amount of assets that SD+, we have gone though a few of them and properly categorized them. For example, changed a Device that get set as a Router, but is actualy an Access point, and some APC's want to show up as PC's. .. Any ways we go in and change them, then the nightly scan happens, and boom. it changes it back! We can not keep track of assets if this keeps happing. and I could stop the scan but then when we want to scan something and do it manualy it will change again,.
Reply to a reply of a request.
Possibility of reply to a reply of a request. Only the possibilities are Forward Request or Resend but not reply to the person who generated the reply.
[SOLVED]Populate request details on associated tasks - More than 10 tasks
I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description Using this I was able to get the information I wanted added to the title of tasks when they are created from one on my incident templates. My technicians informed me that not all of the tasks were updating with the information. I dug into this a little further and what I was able to figure out is that this script will only add information to the first
Update to 10013 broke Populate Script
Hi, we recently updated from 10006 to the newest 10013 i just found an error that the Populate script https://pitstop.manageengine.com/portal/community/topic/script-master-16-populate-request-details-on- tasks-associated doesnt work any more. This is what powershel say any idea what i am missing?
[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want
[SOLVED] Last Updated Time via API
I can't find a way to retrieve a request's last updated time via the API. IT seems like a pretty important field when using the API for a case exchange between two systems. Is there a way to retrieve this?
Request Submit for Approval - Email Notification Options
Hi all, We are wanting to start implementing the Request Submit for Approval function shortly. However when attempting to craft the notification email, I see there is a real lack of options available. What variables are available? From what I can tell $ApprovalLink is the only variable available. Was wanting to have something like the below: Dear $ApproverName, $RequesterName has submitted a request that requires your approval. Details of the request, and the ability to approve or reject with comments
SMS notifications lag significantly
We currently have SMS notifications set up by way of a Business Rule for a particular technician group when a high priority incident is created in their group. The SMS notifications are currently sending via mobile service provider (not an SMS gateway provider); all the phones are with Verizon, so the SMS mail IDs are configured with @vzwpix.com on the end of the phone number. Probably about 70% of the time, the notifications come through as expected. The other 30%, the notifications will arrive
Need to combine Incident and SR field into one global field and migrate data
Hi folks, Does anyone have a process for this? We have two historical fields (let's call them Ext_ID and Ext-ID). One exists as a custom field on the SR and one exists as a custom field on the Incident. both are the same type. I'd like to clean this up and migrate this into one common field (Ex. External ID), but I would need to migrate the historical data from the two other fields. Does anyone have process for accomplishing this? Thanks, Adam
[SOLVED] Technician Auto-Assign - But the technician is gone....
We have a strange issue in which a technician (whose account was deleted from Service Desk and AD account moved to a non-syncing OU) is still getting tickets assigned to them. I tried to add them back but the USER_ID is now different than what it was. This makes sense, but I need to know if anyone has seen this issue before or has a thought on how to resolve. My theory is that the old USER_ID is still in a SQL table somewhere as as valid technician to send tickets. The log viewer shows the following
[SOLVED]Changing Incident Template results in INVALID_CSRF_TOKEN
Hello, We have two Incident-Templates in ServiceDesk Plus, that are unusable. Locked behind the error INVALID_CSRF_TOKEN. Whenever we change or try to delete these two templates, we get the same error.. Changes made are discarded; A delete action is ignored/unsuccessful. Both templates are very minimalistic as shown in added screenshot. Please help remove the templates and find out what the problem is, so we can prevent this error from happening again. Greets, Danny
Update User Interface for Service Desk Plus On-Premise
Hi guys, how is the roadmap for the user interface update on the Service Desk Plus on-premise version? As far as I know the on-demand (cloud) version has a different and modern user interface. Thank you for your attention and best regards, Daniele
Request Timespent Reports not calculating total time correctly
So we are finding that when we run the Request Timespent Reports by technician, It is not calculating all of the time spent on a ticket. Take for example a ticket that I dealt with on Friday. We started on it Thursday evening and worked on it throughout the day on Friday with various start and stops in the work log. At the end, I ended up with total time taken on the ticket at 6 hours and 47 minutes. When I run the report, it is only showing the last entry from the work logs when there is obviously
[Tips & Tricks] Link and Merge Requests
Dear folks, I hope this post helps you understand the difference between merging and linking requests. Link Requests: This helps keeping track of multiple users reporting the same issue and resolve them together. With this feature, technicians can link several related tickets together to keep track of larger-scale issues. For instance, when you are receiving a huge number of requests on AD server down or receiving similar feature requests for quite a while, linking them together, communicating on
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
[SOLVED] Query report for roles and permissions & business rules
Hi, I would like to extract list of roles with assigned permissions and also list of business rules. Please assist me with the queries. I'm using MSSQL. Thanks.
$COMPLETE_JSON_FILE
Does the $COMPLETE_JSON_FILE always get created? I can't find it in the location where it is stated to be and I am trying to get a Custom Script to work, get notification that script executed but get no email. Chris Trauner Network Analyst
[SOLVED]Problem sending mails with attachments to requester
Hello to all, we are experience some problems when we use reply option from request form with attachment. Sometimes requester receiving this message without attached file. No error message appear when we do this action. Could you give us some clue about how to resolve it? Thanks in advance Juan Manuel
Team Foundation Server Integration
Hello, I'm looking for ways to integrate ServiceDesk Plus with Team Foundation Server. I did a search and found few posts (and they were from 2009 at that) on the topic. Can someone enlighten me as far as what the options are? Thank you, -Charle
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