Making some fields mandatory when closing a particular template
I need my technicians to fill out some extra resource fields when closing one particular template. I tried to get this to work in field and form rules but it would not work. What is the best way to do this?
Notification
We have a scenario where for ex: Training Dept to setup some laptops on a specific date in the training room through Calendar. The Help desk techs get the request when it is created and it is sent to them as an email. Now, is there a way that all the tech can get notified 1 hour prior to the training so someone does not forget that a laptop needs to be setup and in that way at least someone takes care of it, if the main people who accepted to set it up are not available, I hope I am clear in this,
Backups Take FOREVER!
Is there any way to improve the backup process? After finally upgrading our Production servers to 9414, it was just a drawn out process. Add to that the fact that I do these updates over a remote session, I have to watch nothing happening while I make sure my remote session doesn't crash. So I have a couple of points to suggest more like a rant with purpose. 1. If you are going to check for ANYTHING (in this case the master key) do it FIRST!!!! Don't make me wait for 20 minutes, ask for my key, then
ServiceDesk Plus 9420 Released
Dear Users, SDP 9420 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9420 : SD-71359 : Configure Agent's TLS Protocols and Ciphers to secure communications from within the Agent side. Configure it under Admin >> Windows Agent Configuration >> Settings. SD-73273 : Field and form rule configured with the "enable field" action for incident template does not get applied to request form. SD-73254 : Asset
AD Import schedule once an hour instead of once a day
Hello, We add employees quite often and have to continuously manually run the AD User Import process in SDPlus. Is there a way to schedule the AD import once or twice an hour, or perhaps is there a command line that I could script myself? Another option would be to have a one-click shortcut that would import users with the existing OUs already set. The current method of drilling down multiple levels of web pages is cumbersome and time-consuming. Thanks!
Get Attachments from REST API for version 9.0
Hi, I have a problem with getting file attachment and file attachment list API The service desk plus version is 9.0 My API address is https://request.fanap.plus/api/v3/attachment?format=json&TECHNICIAN_KEY=4AB1C943-9E69-4F3A-B91A-07E291CAE2F6&INPUT_DATA={“ATTACHMENT”:{“REQUEST”:{“ID”:”160”}}} and the response is { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Input data with entity and entityid
Emails to Notify after Approval
Is it possible to configure the mail notification in Emails to Notify to only be sent when the request is approved by the Approver?
"Configuring Role Based Approvals" - ServiceDesk Plus - OnDemand Cloud
Is this possible in the Cloud (OnDemand) version of ServiceDesk Plus?
Approval Workflow
I have a need to manage several approval tasks as follows; 1. Ticket created by person A 2. Approval Sent to Person A's Manager 3. Approval Sent to Person B's Manager (Person C) if conditions are met (if field x is Yes add this approva) 4. Approvals never to reach beyond Person C (so if person B creates the requests and reports to C then it only sends one approval) I can acheive 1 and 2 through $REPORTING_TO$ in the approval task but not sure how to aheive the rest. Would be happ if the condtion
How to add columns in the template that allows you to write and others that do not.
Good morning team, I'm creating a template and I need to put a table as attached image, where the first and second names are fixed, and the last line allows you to enter numbers. Is it possible to do this and if so, how should I do it? BestRegards Eufrásio
Data Look up
I have placed a new field on an Incident template which I want to be populated with details associated to the requestors name, the information required is on the user table, is it possible to do this in SDP?
Scanned Software not loading
Hello All, When I click onto the Scanned Software portion of SD I receive the outlay of the page but the scanned software never actually loads; it gets stuck on "Processing...Please Wait...". Most likely a browser related issue but I have the latest versions of IE & Java installed so I'm not sure what's causing the page to hang. EDIT: I have tried using Google Chrome & Firefox and both come back with the same issue Any help would be greatly appreciated, Ryan
Enable Requester to see the Change Requests tab..
Can you please advise how i can give the Requester an access to see Change Requests tab ? Is there a way to enable this ?
IT analytics in 90 seconds: Technician leaderboard
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Merge Requesters on SDP 9400
Hi. Is there a way to merge requesters on the new SDP 9400? Thanks.
Software: Do not count Freeware or shareware as "Under Licensed"
Any software marked as FREEWARE or SHAREWARE always shows as under licensed when no license is required. It is unworkable to treat Freeware and Shareware as Managed software and allocate thousands of "junk" licenses. Therefore, any shop with a windows hotfix, Adobe Reader/Flash or any other freeware has no feasible way to manage software licenses. IMHO this is a severe defect. I cannot believe that is has not been addresses.
Decrease account unlock threshold
I would like to decrease the account unlock time period from 30 minutes to 15 minutes. However when I try to edit "Reset the account lock in "box" minutes. I get a error "Unlock time period is restricted between 30 to 3000 minutes. I a have attached a screenshot of this error
Email to Purchase request
We have some email template that users can complete and send into the servicedesk, How do I get SDP to recognise this type of email as a service catalogue type rather than an incident? As its an incident I don't have the option to create a New Purchase request from the ticket. I have looked at business rules but cant see anything that works. If I look at the incident and under actions if I use the option "convert to service" it then gives me this PR option but I would like to have this applied automatically
Dashboard NOC style display
Is there away i can display a custom dashboard view to a TV screen without having to login as a user? Also is there away i can add other module widgets to is single display? eg Helpdesk graphs + Asset + porojects? Thanks
Error Notifications on ServiceDesk Plus
Hi, I'm having problems: 1. I installed SDP on linux, when I created and assigned a requirement for a technician, that technique did not get the message on the bell. 2. On version 9.4 Build 9416, when I login with users, the system displays the live chat feature, but when logged in as an administrator, the system displays as chat room. Thanks for any help on this topic
Account Requirements for ManageEngine ServiceDesk Plus Service
We recently had to change the service account for ME ServiceDesk Plus. Since that time, we have not had a successful backup. I am pretty sure these are related. Can someone tell me if there are more requirements for the service account?
No longer able to log into Mobile App on Android
After upgrading to Build 9416 and updating Android client to version 4.6 I am no longer able to authenticate with SD+
Time spent report on associated with projects requests.
Hi All! Could you please help with report that will show time spend by technicians on associated with project requests grouped by project id? Regards, Bogdan
Mail fetching sttops
Since we upgraded to 9.4 Build 9418 mail fetching stops unexpectedly. Any idea why?
How to unassign requests in ManageEngine
anyone know how to unassign a group requests that have been assigned to me? i just want to put them back in the general queue.
Customize the request form on ServiceDesk Plus
Hi everyone, i want to ask: 1. Can I customize my display information? (attach) 2. Can I set the Due Date field in the request form?(I do not want to assign that job under the SLA) Hope to get help Thank you very much
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
Support groups
Can tickets be allocated to Support groups . Support groups have been set up but i cannot seem to allocate tickets to that support group i would like my technicians ti pick their own tickets from the support groups that has been set up
Bypass BackUp for ServiceDesk Plus v 9.3 build 9335 for Upgrade to 9.4
I already conducted the full backup for the ServiceDesk and I waited 6 hours for it to complete. Then during the upgrading process it says that it recommends that you backup the system again and it automatically performs the fullbackup, which doesn't make sense if the instructions are to do a back from the start and then run the update manager. Is there a way to bypass it the 2nd time so we can just do the upgrade only? I have edited the file UpdateManager.bat I run it and it still doesn't bypass
set field value
Hi all, here is the scenario, in short: I have a service request with five tasks each for diferent technicians or groups. Tasks are assigned to technicians automatically based on created dependencies. Technicians can not acces request details based on group membership and permissions but I need to provide some informations to them. For example I would like to set request description value to description of assigned task. Or value from resource item on request form to set as description or comment
What is VIP users?
Hello Friends, What is VIP user?
Prevent ticket creation for users
Is there a way to prevent users from opening tickets, but allow them to check the status of tickets? We want to force all tickets to only be created at the Help Desk, but give the users the ability to check the status of their tickets. I was thinking that you can modify the SDGuest role, but it doesn't look like there is an option for that. Thanks. Dave
Remove previous Service Packs
Hi there , I notice that when i upgrade the service packs there are old ones listed and the option to remove these, is it safe to remove these, what is recommended?
More default widgets to choose from for the self service portal
(build 9307) Hello It would be great if you provide more default widgets for the portal. I think it's difficult to make a widget editable, but it should be easy to provide a selection of default widgets. You could provide different kind of "My Requests summary", for example one which includes the number of "On Hold" Requests, or "shared to me" Requests. Best Regard, Markus
Timezone Updater
Hi Can you help me Can I use this to change the time zone? Java SE Timezone Updater 2.2.0 http://www.oracle.com/technetwork/java/javase/downloads/tzupdater-download-513681.html Can you advise me on the steps necessary to carry it out? Thanks
Choose Tecnician and "None" to show their issues
Hi, I am in 9417 version and I think there is a bug in Personalization views... I had 3 old views where I filtered by Tecnician, which there are a person name and "none". So, I was able to show my issues and all of them without assign yet. But now, when I try to do the same, I choose my name and "None" but when I save and edit again, "None" has desappeared!! Thanks a lot!
ServiceDesk Plus 9419 Released
Dear Users, SDP 9419 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9419 : SD-73208 : After upgrading to 9418, approvers are unable to approve incident/service requests in the Standard and Professional edition. SD-73207 : Upgrade failure occurs if the notification subject and description in custom Change status are empty. This issue occurs in those setups where mapping of old status to new custom status
IT analytics in 90 seconds: First response time
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ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me the solution Please find the files attached screenshots and logs for more information Thanks
Both techician and requester for different sites
Hi all in a customer SDP configuration there are a lot of techichian dedicated to support a specific site (called Field) but at the same time they could be requester for a different site (called HQ). There is the way to "switch" view from techician to requester? If i assign them also for HQ they can manage also other tickets. Thanks
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