Clarification on one of the upcoming features
I was looking at your upcoming SDP features and was curious what this item means: Gamification to break the monotony of the everyday and motivate technicians to enjoy their work. Can you explain what this feature is and what it entails? I'm just very curious how you re accomplishing this. Thanks!
Purchase Approvers \ Technicians
In order to approve a purchase does the user have to be a technician? We have quite a few people that approve purchases and some once or twice a year yet it consumes a technician license currently.
Editing Purchase Order No.?
Is it possible to edit the Purchase Order No. field for already existing assets in Assets/CMDB? I don't see it in the edit window. Thanks.
Change Workflow: I need to deactivate the emails notifying the user, about it has been assigned as a CHange Requester.
In our customized workflow I deactivated all the emails to the CHange Requester, giving the Change Owner more power to coodinate with the end user. There is an email triggered every time I put the end user name at the Change Requester field (just as a reference) at the submission stage, when I "SAVE" the information. At the normal panel of Stage Status is not posible to customize that email. How I can deactivate that notification email? Thank You. Jose Ugarte
Moveing Tech's from requesters.
So right now I have a few tech's, that are not on the domain I have SSO setup now, and would like to add the corrasponding requester and merge them into the tech account that is already created for example John Smith is a requester, with the ID of john.smith, but I have a Tech for him that is just John Is there a way to get John.smith to be a tech without loosing all the tickets assigned to John? i hope this makes sense.
Incident templates Rules - On Change
When we have a rule e.g. A Execute Script which sets the subject when a technician field is change, why when we click the edit button by the request details (Under the Requester Conversation) does the rule not fire. But when I enter the full edit mode by clicking the Edit button on the top of the form does the rule fire? Is there a work around to make this work? Thanks
Multiple email request flows
Are multiple email request flows possible? Use case. Emails incoming from different systems where an api is not possible can create requests assigned to different groups based on subject, etc.
show phone in request view
I need to show the phoneo of client in view List of Request. How can I do? Thank
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
Scanned Software - Unindentified column not showing full list
Hello all, We have an issue on our servicedesk whereby if a machine with new software is scanned it will pick up the software and label it as "Unidentified" on the actual page for the machine but if I go into the Scanned Software tab under assets and search for Unidentified software it does not show this software added to this list. In fact it shows 4 software products and this has not altered in a few months despite us having many new software assets scanned since then. Please could someone advise
Open Tickets by Technician
We have an onsite version of ServiceDesk Plus. We would like to setup our system so that every morning at say 8 AM an email is sent out to each Technician showing their Open tickets and also the open and unassigned tickets assigned to groups they belong to. We just reached out to ServiceDesk Support via phone and was told to do this by setting up a report for each Technician and then scheduling it. That is a lot of reports to create. Anyone know how to do this via the Query Reports? Thanks, Eric
Assets Scanned Software Table Accuracy
The Scanned Software Table shows a number for installed on a specific software, but when you go to the installations, there are no machines listed. These installations did exist, but were removed, so having no machines listed is correct. Why does the Scanned software table not show the correct number of installations? Is there a process to get this table to update?
recycle bin for Assets
Is there a recycle bin for Assets? Someone deleted some TV assets from our ServiceDesk and we need to get it back. We don't know the date when it was deleted.
Change Requester to Technican using database
Currently all LDAP users now get a "Username or Password is incorrect" error, however they used to be able to login. I still have one local user called "admin", who's login still works, however they are only a requester. This means I cannot check the admin configuration to see where the issue might be. Is there a way to convert a requester (i.e. my local user called "admin") to a technician without logging in as a technician. The only technicians on my system are all authenticated using LDAP.
Business Rules
Hello, I noticed that the Business Rules were only being applied to Incidents, after that I contacted the support via e-mail, the answer I got was that for them to be applied to Service Requests they needed to be created in Admin -> Service Catalog - Business Rules. So I created the same rules from my Business Rules to my Service Catalog - Business Rules, but I was unable to replicate a rule where I place the request in a Group based on the e-mail Sender, because can't seem to be able to define a
Add Solution body to email
We have a notification set up to email newly entered solutions. However, the body of the solution is not an available field. We would like to be able to include the body of the solution in the notification so our techs can immediately see the solution instead of having to click the link to view it. Thanks.
Workorder to CI Migration not complete
I am upgrading to 9400 however ran into an issue. The Workorder to CI migration is false. How do I perform that migration? Dan
IIS Rewrite Rule Not Working
I've just upgraded to 9400 and since doing so my IIS Rewrite appears to have stopped working correctly - it was behaving a bit intermittently before! Whenever I visit the request page now it loads the header but none of the requests - if I search for a request ID it brings them up, but doesn't allow me to view a general list of requests. Accessing the server directly through it's hostname works as expected so I can use the helpdesk and it's not specifically a ManageEngine issue, but does anyone have
Issues reported in 9400 and their status
Will list all the issues that have been reported while upgrading and running 9400 version of ServiceDesk Plus, their analysis, workarounds if any and their status.
Change Management: Can't select more than 1 approver
I can't add more than 1 approver when creating a Change Management template. When someone raises a Change then it is possible to add more than 1 approver to the ChangeApprover role, but why isn't it working when I try to already add more than 1 user in the template? See also attached. thanks Lukas
How to configure and use SDP? where are webinars?
Hello I'm new to SDP and I'm try to configure and use system. Could You point me to webinars like was for SelfService Portal last week? I have problems that: - 1/3 of my computers are detected as "CI Type" "Workstation" insted of "Windows Workstation" like others - in my opinion properly configured. - Scheduled network scan doesn;t work from scheduler - I need to update default currency from $ to PLN and few others.... Regards Slawek
closed request email with close_comments
Hi, We use e-mail notification when the request is closed. It would be nice to have close comments included but I cannot find proper variable in message template notification rule Regards, Michal
Be able the set the Mode from a Bussiness Rule
We use the business rule feature to categorize and set the priority of the requests being auto emailed into the Service Desk from our Network monitoring solution. I would love to also be able to set the "Mode" under actions so I can highlight that these requests wee created due to a system monitoring event.
Attaching SLA's to task
Hi team, I have created service under service category. In that service, I have attached 4 task. Those 4 tasks have different time limits. PFA image for your information. Is it possible to create SLA's as per task life. e.g. Lets say Task 1 should be completed within 1 day, if task is not completed withing given time, it should send notification to admin. same for others task as well. Please guide on this.
Making attachments mandatory
Can it be setup so that I can make attachments mandatory depending on my needs? I have a new hire template where I want to ensure that the correct business form is filled out and submitted. I have seen a few posts about this and that it is not part of the system yet but I would like to find out if it has been discussed or implemented. Thanks, Chris
Custom triggers - what is the definition of edit?
Hi everyone, I am trying to create a custom trigger for requests that will trigger automatically when the Status changes to Open. These requests have an approval process in place and before the approval has been given, the status will be initially placed On Hold. To do this, I have created a custom trigger that will be triggered on creation and on edit. I can see that the script runs when when the ticket is created but when the status is changed automatically to open after the request has been approved,
Unable to share requests
Hi, We have a team of around 20 IT staff and most of us can share requests with other people but a few can't and I'm not sure why. Is there a particular option that is not enabled for them (see attached)?
Create report filtering for approver
I want to create a report for one of our managers for tickets that he was approving or denying. There is no filter option for that, only for tickets that are approved or denied in general but not by whom. Is there an option to report tickets that are approved OR denied and also filter for one specific approver?
Security warning received
Hi, We received a warning of a vulnerability with SD+ 9328 and earlier. Is this genuine and should we seek to upgrade immediately? Note, email content below: Hi, This is a security advisory for ServiceDesk Plus customers using versions 9328 or earlier. You are advised to upgrade to the latest version 9400 to fix the security vulnerability described below. Issue & Description: ServiceDesk Plus had a vulnerability through which it was possible to upload files using an unauthenticated servlet. This
[Tips & Tricks] Keep the menu lean and clean
Hi Folks! This time I'm here with yet another tech tip that will enable you to effectively utilize ServiceDesk Plus. Scenario: In one of our customer's environment, I found that they were using a huge list of 60+ Incident Templates. It is well constructed and simple, however, the IT hasn't published it to the Requesters (users). They feared if it is published to all users, they might be confused with such an elaborate list of templates as not everyone has to see all of it. If everyone has access
ServiceDesk Plus Mobile App Not Working Externally
Has anyone manage to get the iPhone or Android app working outside of there network that the service desk plus server is running on? I'm running Service Desk Plus 9.3 Build 9333 and would like our Tech's to be able to access the service desk out on the field with there mobile. We have service desk sitting behind a firewall & netscaler which is forwarding on requests for our service desk on port 443. Visiting our site externally works fine (https://servicedesk.example.com) on both mobile and computer.
printer snmpv3 error. cannot connect to snmp agent
Hello. I am trying to use SNMPv3 to scan a printer. I have created an snmp v3 account an filled in all the necessary information such as snmpv3 accountname, Context name, authorization, encryption to match the printer snmpv3 setting and when I scan I got an error. "Cannot connect to svnmp agent". This is a printer and not a windows device, and I don't think an agent is needed. Thank you for your help. Note: I test snmpv3 on Solarwinds, and Paessler snmp test tool and the result was successful.
i want to change my user interface
I need to align the column fields on the requester page pls can anybody help? thanks
Site is not appear when import from active directory
Dear Sir, When I import the user from active directory, Site is not included. I put the office field in active directory "site name" which is already created in MSP. Other fields appear in requester such as mail, phone, department except site. Please help me how to do to appear site ? Thanks in advance.
Requesters with no site name
Hi, I have recently changed our companies site settings to "copy Default Settings". Upon changing this setting and editing business rules, technicians, and so on, any request coming from a requester is going to the default site. The requester is not assigned to any site name in order to redirect the ticket to any specific site. Upon looking up the requester from the "requester" area, I realize that the requestor is assigned a site name, but its not showing once he/she opens a ticket? Any advise on
I see that you can add custom status for requests but it appears you can't sort by the custom field.
For example I added an "Waiting for response" status and set it to stop the timer assuming I could make a custom view based on Status but it doesn't seem possible. I would like a sort that includes My Open, Waiting for response, or Unassigned. Am I missing something?
Custom Action for create a Change from a request?
Hi All, exists some custom action (script or any method) for create a change from a request with the request data. thanks.
Requester Questions
How do I load a requester csv file without; Loading a password because the requesters do not use the portal? Without creating new requesters if the requesters already exist in service desk?
New Incident Templates not showing to users
I have an issue where any incident templates I create even when allocated to all groups in 'Show Requested' and even without it being turned on. I am not sure what else to do? I am also on the latest version too.
Raising Service Requests
Hi there, I have two questions regarding non-admin users raising SRs in SD+. When raising a new request, is it possible to have an optional cc (carbon copy) option so that other people can see the SR being raised? Also, there doesn't seem to be the option for regular users to forward requests as there is with admin users (see attached screenshots). Can you advise?
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