Popular Solutions: Ability to choose # to display and pin articles
We would like to be able to 'pin' popular articles above the most-hit articles for requesters viewing the service desk portal When we do product releases, there are often times where we have specific issues or requests that we anticipate coming into the Service Desk, and we'd like to be able to pin those to the top to reduce the tickets that need to be created. Also, it would be nice to be able to control how many articles we display in that widget and have it be able to scroll. Thanks, Adam
Email Commands not working
Hi all - So we have set the @@@ and @ as email command parsers that help create automatic tickets. It was working until we upgraded to ServiceDesk Plus and now it no longer recognizes the parameter REQUESTEREMAIL. You will notice that even though the ticket contains the parameter information the "requester name" is not set automatically to the email command. Any help would be sincerely appreciated. Sample screenshots attached below. Thanks. Shashi
SLA:s for incidents
Hi experts! How do i set an SLA for incoming incident? That is, i want the "dueby date" filed to get a value automatically according to an SLA. This is easy in service requests, but i cant find how to do it in the incident templates..... Please help this n00b....
Status Change Query
Dear Community, I'm looking for a query to count how many times a request has been re-opened. I'm not sure if it's possible. Really appreciate your help..
IT Equipment Booking
Hello All, First off all I don't know if I'm on the right place for this question, so if I'm wrong I apologize. I'm looking for a reservation system for laptops/projectors. A selfservice system, if a user needs a laptop they select the date and time and the reservation is done. The system must be able to see if there are laptops/projectors available. So we don't have to look every time to lend the equipment out. We also want to know which user have booked a laptop/projector. Does Manage Engine have
Problem Management
Is there a way to directly convert the incident request to problem request rather than associating it? My second question is, if an incident is associated with problem request will the SLA be removed?
Query that links software list with purchases of that software?
I need a list of software and the purchases with pricing for each software in our list. I can get a simple list of software via: select sw.swmanufacturerid, sw.softwareid, mfg.name as 'Manufacturer', sw.softwarename as 'Software Name' from softwarelist sw left join softwaremanufacturer mfg on sw.swmanufacturerid = mfg.swmanufacturerid order by 3,4 I can get a list of software purchased/received via: select po.purchaseorderid, po.poname, po.vendorid, org.name as 'Vendor' , poe.quantityordered as 'Qty',
Custom report on tickets with no update for a day
Hi there! Does anyone know how to create a custom report that can report on the 'Last Update Time'? For example I'd like to schedule a report every day to show the team a list of tickets that need to be updated today, because they haven't updated the customer for 24 hours for example. I believe I'm running MS SQL, as I used another member's custom report for something else and that seemed to work! Any guidance is very much appreciated! Thanks!
Requester report
Hi. I need a report showing requesters and the status of an "Additional field" . How do I do This? Regards Jens
Test Environment
Hello, We currently have a production environment and would like to install a test environment. We have an mssql database in a clustered environment. Is there a way to change the default db name from servicedesk?
Servicedesk plus incorrect e-mail Address
in a ticket, requester has mentioned incorrect e-mail address in "e-mail IDs to notify field" As a result ticket gets reopened as soon as ticket is closed due to delivery failure message from mail server due to incorrect e-mail ID, what can we do, unable to edit this information. We are using 9.3 Build 9311 Standard
Backup Schedule not Deleting
I have a schedule backup it is setup to retain only 3 days of backup but it is not deleting any of the backups it continues to grow a little help on this issues please. Thanks,
Rule to convert Incident to Service Request
Hello, Is there any way to convert inbound e-mail incidents to Service Requests? A solution can be found here: https://resources.manageengine.com/resources/resource/python-create-service-requests-by-email However, We would like to have this feature part of SD instead of custom additions. Please advice. Regards, Annfinn
Linked requests
Afternoon Everyone, first post on here for me, so hello to everyone that uses the forum. It's been a valuable source of info as we're in the middle of implementing Service Desk Plus, Desktop Central and AD Self Service. I've got a couple of development requests, my first being the resolution of linked calls changing the status If I add a resolution to the parent linked call, it will add the resolution into the child calls fine. What it won't do is change the status on the child calls to resolved.
Assigning more then 1 technician to a ticket
Hi All, Can this be done yet? I've seen this question asked from 3 years ago, and was wondering if it has been implemented. I cant find anything in settings etc or if theres a work around someone has come up with? I tried making a 'group' and adding 2 technicians to it, in hope if the requester replied to a ticket with that group attached it would email both technicians - which it did not. Its hard to explain why its beneficial to be able to assign more then 1 technician as people usually just reply
Approval Stage
Is there a way to have a Change automatically go to the Implementation stage once two CAB members approve the Change. We are currently having to manually mark the Change as Approved to move it to the next stage; even after the CAB members have mark it as approved.
Email Command
Im trying to find an email command for Last update: "$command" to put in my email. like example "$Title"
Select Only One Option in Checkboxes
How can I configure check boxes in Asset Details to only select one option? Then it will display a popup warning if the user selects another option.
I would like to run a report on the history of a Ticket
I am trying to gain data on how many ticket flow into my queue from other teams. Can I run a report on the history of a ticket?
Searchable Tasks
Are Tasks in SDP searchable? I have tested and seems as they are not. Chris Trauner Network Analyst
Reports involving "User additional fields"
Additional fields are usually accessible from the report editor, but not "User additional fields". I have created 2 fields pointing at the persons organisational affiliation and need an advanced matrix report showing: created time requests per Year/month grouped by "field1" then by "field2" Is that possible to achieve? /cli
SQL report to export projects on high level
Need to create a custom report that includes ProjectID Project Title Project Owner Project Description Priority Status Start date End date projected end date Milestones (description and status) Project comments
make resolution field mandatory
hi, i need to pop up resolution tab when resolve incident. my Version is : 9.4 Build 9407
i need report according to template
hi i need to make report according to template and show all fields Version: 9.4 Build 9407 postgresql
Approval links
Hi, Please can you let me know if anyone has been able to edit the links for approval, they appear extremely long and not very appealing in approval emails. A great solution would be to have the possibility of embedding the link as approval buttons in the emails, if anyone has been able to achieve this i would love to hear how it is possible. Many thanks Russ
Globally set prompt option for emote control through agent
Hello, I'm not sure if this was asked before and I could not find it in the forum. Is there a way to globally set the remote control prompt option when using the agent to NOT prompt?
Can SLA be changed for tickets in Service Catalog?
We have multiple SLAs but as far as I can tell Service Catalog templates just have a SLA assigned in the Work Flow section. Is there a way to create a rule to change the SLA based on the Priority field being changed?
Set multiple lines of info in the Description field
Hi, I am able to set single line description using the below script in the description field. But I need to set 3 lines of separate descriptions. I would be grateful if you could guide me on this. $CS.setDescription("sample description1"); Best regards Murali
Feature Request: View Created Time in Task view
When viewing tasks, it would be helpful if we could select 'Created Time' as a viewable column:
Requester Share Request
Is there a setup to allow requesters to share their own created requests?
Create Reports using Asset Details
Is it possible to create a report based on Asset Details (sorting or filtering) ?
SD pages not loading
After updating to build 9408 when I trie to connect to SDP i just have back a blank screen whatever browser I use (Explorer, Chrome, Firefox) Can you help please Antonio
Parse Multi Select Field
I am attempting to parse a multi-select (not multi line) field to enter into a table. I cant quite seem to figure it out, though - has anyone gotten this to work at all?
Issue with Scribble Pad saving 9404
We just upgraded to version 9404, and when opening the scribblepad, then closing it, it comes up with an Internal Error popup. The Server logs show a few common things, most of it is like this: [20:16:59:954]|[05-10-2018]|[com.manageengine.sdpod.v3api.message.EntityMessages]|[SEVERE]|[169]: Unknown Error in v3 api| java.lang.NullPointerException Followed by a long string of Java error outputs.
Issue with "Scribble Pad"
Hi, When I close the "Scribble Pad" window, I get an "Internal error" error message. Log file with exception is attached. SD 9.4 build 9407 update: SD running in HTTPS mode
SDP and DC integration issue
Hi. We use SDP build 9402 and DC build 10.0.189 SDP started with http protocol and port 80 (see Capture-TrayIconInfo.xml.PNG attachment), but we set redirect to https protocol and 443 port (see Capture-server.xml.PNG) It's work fine. When user typed http://hostname in browser, it redirected to https://hostname Integration DC with SDP work fine. (see Capture-DC-to-SDP.PNG, where we set SDP hostname, https protocol and port 443). Integration SDP with DC work fine last time with https protocol and port
log for AD import
Where can I find the log for the Ad import? During the import I am notified that 3 accounts failed to be imported - where can I see which ones? /Michael
Default font changed after upgrading to 9404
We were on 9403 previously. Yesterday, we upgraded to 9404. The first thing I noticed is the default font has changed on new tickets, resolutions, etc.--anything with the HTML editor. Previously, I felt the font was Verdana; now it appears to have changed to Serif. Please see attached image.
Project plan for SDP
Hello Can anyone share a plan (project initiation, planning, etc...) of implementing the servicedesk plus system, and I mean from scratch not the technical implementation. What were the phases/ processes/ activities done to start a help desk system inside a corporation. Thank you
Agent upgrade
Hi, After selecting all workstations with older agent versions and clicking Upgrade from Actions window nothing happens - progress windows stays in 0 success/fails state. I have tried to do it from different browsers and with different accounts - same result. Also rebooting machine doesn't help. Thanks in advance for every suggestion.
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