How to assign activity project to more users?
We noticed that we can add member to projects and assign them to the activities. Is possible to add Group to projects and assign an activity to one groups of requesters or technician? Thanks.
Filter emails received by technicians
Is there a posibility to filter the email that a technician receives based on Group or Site setting? A technician should receive information about the tickets opened on his site/group and not all of them. Is that possible somehow? Thanks!
Unable to Remote Desktop with desktop central service desk plus
Our helpdesk team cannot remote a computer with Desktop Central using ServiceDesk Plus. Using either Firefox ver. 58.0.2 (64-bit), or Google Chrome ver. 64.0.3282.186 (64-bit), when any of us try to remote any desktop computer with Desktop Central, it brings up a pop-up window trying to establish connection and prompts to install a missing plugin. When you click on the link to install the missing plugin, it takes you to https://www.java.com/en/download/ which Firefox and Chrome do not support Java
Windows domain scan - sync description field of a server
My assets (servers/workstations) are being sync with SCCM. But for some reason the description field is not populated in Servicedesk Plus. Is it possible to sync the description field of a server in sccm to Manageengine Servicedesk plus?
Reorganising categories and subcategories
Hi, We are wanting to reorder our categories and move a few subcategories but don't want to lose the historical data, is there a way to do this? I have read about deleting and bulk editing but I don't know how true this is? Many Thanks
Can someone from SDP help create a report that generate a list of tasks with scheduled start time greater than 30 days?
I need to generate a list of tasks with scheduled start time greater than 30 days under a specific request and specific tasks. Filters: Request Title = Order a laptop Task Title = Equipment delivery from vendor Scheduled Start Time > 30 days
SDP - Contract Management
Is there a way to increase the Minimum Attachment Size allowed? It's currently at 10mb and I don;t see any settings to increase it. Thanks...Jonathan
Error during delete workstation that not scanned successfully
Hi, When I wanna to delete workstation that not scanned successfully Parameter Error: Value '0' passwed for parameter 'wsType' is not in the allowed list / format
Asset Deletion Errors
Service Desk Plus v9330 Go to Assets Select Assets that failed last scans Select one or multiple assets then seledt DELETE from the actions. Errors with... Parameter Error : Value '0' passed for parameter 'wsType' is not in the allowed list / format
Upgrade to 9.4 - views have disappeared
We upgraded from 9.3 to 9.4 (9400 and then 9401) and have found that our drop down to switch between different queues no longer has the support groups listed. Where did they go? Have attached a screenshot of the drop down where the different support groups used to be listed.
Continual need to Clear Cookies and Other Site Data
Why do we have to continually clear cookies and Other Site Data in order to see the Community tab within SD+? We also have frequent [Rendering Exception] messages on some fields/tabs. Why does this continue to happen? It is very frustrating! Anyone else have this happen? What is your solution? Once Cookies and Other Site Data is cleared, I can see the Support page, but have to log back into all my apps! It does not fix the Rendering Issue - have to go rename the Reports folder on the server and hope
Sdesk freezing trying to analyze our Fortigate
Hello I'm trying to analyze our network and Sdesk is failing with several network devices. One of those cases is with our fortigate firewall, basically the analysis process never ends. I checked the log and I see tha S Desk is capturing the information but it doesn´t know what to do with it. I created a ticket 6 days ago and no response from Manage Engine
Redirect to form after requester logged in
Can help to redirect to form after requester logged in? TQ
Service Desk Plus 9.0 login failed AD from Internet portal
Hello, I have a problem with version 9.0 free with AD authentication. Within the local network I can connect but from the internet does not validate users. This started after adding a new user to test and only leaves from the same LAN Network. regards.
Replace $VARNAME$ for person name in Service Approver list
Hello Community, is there a way to display only name in the Service Approver list instead of the field variable : i would like remove the $VARNAME$ to the name of the person only. Best regards, Martin
Reset ManageEngine service account.
Hello, I need to reset Reset ManageEngine service account. Is there a procedure that I need to know or I can just reset the service account in AD, and then enter the new password for the service account on ManageEngine server service console. Thanks
Service Desk - Adding Change section for the End Users
Under the Admin view, there is a tab in the Navigation Menu called Change. I need to add it to the navigation that the end users see. Right now, the end user see home button, Requests, Solutions and Ad Self Service. Is there a way to do this and if yes, can someone kindly tel me how? Please see the attached SD_1 for the User view and the SD_2 for the Admin. Any help is greatly appreciated!
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved at
Service Categories visible in Incident Templates
HI, I have created a list of IT services and Business services configuration items. But they are not all visible in Incident default template. Can someone help me to find out the correct configuration so that the CI IT services and Business services are available for selection Thanks Jacob
Attachment Field
We are looking for the possibility to create user defined fields that links to attachments. This will be part of certain business forms/customer documentation that needs to be uploaded. We will also need some validation on on this to check what is uploaded or not.
Feature Request: Expand associated incidents/requests iframe size in Changes/Problems
The iframe that displays all of the associated requests/incidents for a Change/Problem only displays 3 requests at a time. When you have 10+ (or in my case now, 25+) requests, scrolling the list gets very cumbersome. It makes it very difficult to see all of the associated requests. For the change I'm working on right now, I ended up entering in all the requests into an Excel spreadsheet just so I could see all of them. I would like for you to either increase the length of this iframe or do away with
Ask The Experts - April 5 - Completed
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Python script to create child request is adding additional brackets
Hello! I'm using the script "[PYTHON] Script to create multiple Child requests from a Parent request with a configurable JSON file" as a template (from the Resources site). I've only modified it to include my own custom fields. When the script creates the JSON input to create the new request, it places square brackets around the field data. This means that I'm unable to use the variables to populate other fields (such as creating a description), as Python views them as lists, not strings. Is anyone
default view for all tickets raised by logged in user?
Can we add a default view of all the tickets raised by the logged in user, regardless if they are tech or requester and of the statuses. We can call it all my logged/raised requests. currently all of these are per status. If i can do this view custom view then can someone please show me how. Thanks. Regards, Issa
automatic assignment to a technichian
HI, We need to sort incoming requests to our techs automaticaly by filtering some words in theme of a request. How can it be created? Didnt find anything in parameters. There are some triggers - but they are empty, only triggers but there is no any actions what to to by that triggers. Seems like someone has begun to to them and didnot finish that. Thank you.
Change Management - Implementation Tasks
We use several ME products, and I'm evaluating ServiceDesk Plus. The biggest issue I've seen is that we need greater flexibility with Implementation stage of CM, especially for documenting changes. For instance, if we implement a change to a process that involves several program/object changes, I want to list all those objects in one place. As such, the only option I see is put them into TASKS and it's really tedious to build singular tasks for each object. I'm looking for the flexibility to create
Service Request/Incident Approval
Hi I am after setting up a workflow so that when a specific service request or incident gets approved I can move it to a new group. I do not see any options to be able to do this other than a custom action but again don't see a way in which I can do a custom action based that can be done once the request/incident is approved. Any advice how this can be achieved? Regards Mike
work log on = automatically changes request status to in progress ?
how am I able to configure SDPLUS to change the ticket status to in progress once a technician clicks on the work timer automatically and visa versa work log on = turn status to in progress automatically Status set to in progress = work log is turned on automatically Your assistance would be appreciated many thanks Chrissie
Request filter when viewing Group requests
This may have been suggested before but we'd like to be able to switch between Pending and Closed requests while viewing a Support Group. Currently, we have the ability to view a Support Group's pending requests by selecting from the drop-down list. However, we have Team Lead's and Analyst who track and report on closed or completed work. If a request is closed by any other technician, they won't see the request and either have to search for it or view a separate request view. Proposed idea is to
Reply from mail to service request
hi, is there any way to approve service request from mail. without go to link which sent from service desk ? when i receive service request just reply from mail "ok"
Create new incident based on telephone number of caller
Our 3CX Phone System softphones (Windows desktop application) can push %CallerNumber% for incoming calls to a (for example) batch script. Would it be technically possible to create a script that generates a new incident for a requester based on matching Phone values on incoming calls?
Workflow Approval notification to other requesters
Hello, Is there a way to auto send/notify other requester regarding an approved service? Currently, from what I know, once and approver approves, only the requester that submitted the service request receives an email notification. I would like to add other recipients to be notified. Let me know if this is possible or if there is a workaround. You help is greatly appreciated. Thanks in advance!
Report Service Desk Plus
hi, asap i need report like this (please see pic). service desk plus Version : 9.3 Build 9303
Development ab.
Hi All, Can we integrate our SAP approval mechanism (5 Steps) into SDP, like a change management module? In summary, I would like to develop a new software in SDP. Is this possible?
Dashboard widgets (Report features)
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
Suspend/Disable Scheduled Reports
We'd like the ability to suspend or disable an automated report. Instead of deleting the report, to stop the outbound email to stakeholders, we'd like to be able to just suspend it. It will also help keep the content and recipients without having to recreate from scratch. SD 9217 Enterprise MS SQL ------------------------- Canada
Error: No ManagedConnections available within configured blocking timeout ( 30000 [ms] )
Hi, We get the following problem since we upgraded to version 9321: [SYSERR]|[INFO]|[139]|: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ))| This happens when we arrive in the morning to work, and we must restart the application on the server. We have the next architecture: @Database Name = Microsoft
Tech Availability Chart/Calendar -- show pending items
How can we modify the view of the calendar to only show pending tasks/requests/changes etc.. Currently the view shows both pending and closed items which makes it difficult to quickly forecast and plan across all technicians. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Contract - Additional Fields when editing are not keeping information
ServiceDesk version: 9.3 Build 9326 Professional Module: Contracts Issue:Contract - Additional Fields when editing are not keeping information We added few additional custom fields related to quality aspect to contracts. Unfortunately when somebody is trying to edit it some of fields (Not all but some) are going to "-". So our quality department must to do screenshot of details before edit and then put those information once again after edit. This is big buf for us, we hope you will give it high
Unpicked ticket notifications.
Hello everyone. We were wondering how you all deal with this. I have manage engine set up so that when a requestor emails my support desk it auto creates a ticket. It seems my techs are sometimes letting these tickets sit longer than I would like before assigning them on to another group or taking ownership themselves. What we would like to do is have some sort of email notification set up so that if a ticket sits for too long then we all get an email that we have a ticket(s) that need to be grabbed.
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