Reply templates for service requests
Am I right in thinking that additional fields on service requests are not available for use in reply templates? When I say reply templates, I don't mean the ones under Organisational Details>Notification Rules, rather the ones under the Helpdesk>Reply Templates section. If this is the case, are there any plans to add (remedy) this?
Dynamic Topic Add
We'd like to see the ability to dynamically add a new Solution Tree topic when creating a new Problem workaround.
Help Desk Product Transition
Good Morning, We are new to the Service Desk Plus community and are in the process of transitioning from ServiceAide's Cloud Service Management (Formerly CA CSM) to ManageEngine's Service Desk Plus. Has anyone here gone from CSM to ServiceDesk Plus? I believe this is our third move of this type. May I ask, for those that were in that position, what have been your pain points? What data, if any did you bring from your old system to the new? What tips can you give us for when we start setting things
Make time "Time taken to resolve" a mandatory field when creating a work log
At present it is possible to create a work log without actually entering any time spent. Is there any way to make this a mandatory field? Alternatively is it possible to make the "Time taken to resolve" field default to 15 minutes for every new work log created? Thanks, Roy
Conversion from ServiceAide ServiceDesk to ServiceDesk Plus
Good Morning Everyone! We are new to the ServiceDesk Plus family. We are transitioning from ServiceAide's Cloud Service Management (formerly CA Cloud Service Management) to ServiceDesk Plus. This isn't our first time in transitioning from one product to another, but we wanted to reach out and see how others have done this. What were your pain points? What data did you pull from the old system to the new (if any)? Has any of you gone from ServiceAide's CSM to this one? What are you seeing as benefits?
Custom Reports
I am having troubles creating a report based off of a custom field. The field has a yes/no answer and I need to count all of the yes answers.
Business rule to auto assign support group
HI, I created second support group - groupB, now I want when requester create new ticket and if it choose category let's say HR - suman resources, then this ticket shoul auto assign to support groupB. So I created business rule: if category = HR then put in group groupB But when I create new ticket using WWW and choose category HR, this ticket does not have any support group assigned. What I do wrong?
Popup message when selecting priority
Hi, In the request module, we have set up the Priority field with values of 1-5, where priority 1 is the most critical value. Is it possible to configure a pop-up message that shows a description/warning when technicians choose Priority 1 or 2? Regards, Alexander Nordin Region Halland
Add Approvals and Tasks to Request printout
I'm sure this has been asked before, and I'm almost positive I requested it several years ago. But, when printing out a request, I really need to have options to display Approvals and Tasks. We get audited frequently and our auditors are constantly asking us for printouts of requests and they need to see the approvals tasks. What we end up having to do is simply take multiple screenshots of a request, paste them into a Word document, then email the auditors the Word document. It's a lot of work for
Problems when defining roles, referring to permissions on the requests module
Hi all. We are experiencing problems when trying to define permissions on the requests module, when configuring the Technical roles. The role we try to define is that of a technician, who should be able to work on his requests and those assigned to any of the groups to which he belongs. A kind of technician only operative. For our definition, the technician should be able to visualize, reply to the requester, generate tasks (if applicable), and finally resolve the request. But he should not be able
Rules does not work after form submission
Hi, I have problem when a technician want to edit a request after submission. In this situation, when edit request in request detail tab, he/she should fill unrelated fields in form that have hide based on rules. rules does n't work after submission request when we want edit request. Regards
Approval re-triggers on request change. How to disable?
Hi, We've configured an automatic approval on an SR, but after the SR has been approved, we need to add info in the SR. When we edit the SR and add the last info, the SR goes back to Pending Approval, and new approval requests are sent out. Is there any way to keep former approvals, even if the SR is edited afterwards? /Rasmus
use the system for "rental" and follow up
We are frequently lending out equipment and are looking for a good system to do so. As all our equipment is in the asset list already, we wonder if anybody already has somehow done this with SD+ or are using a third party tool/system linked to the assets when checking out and back in?
Forward History does not show in request history
Hi, I could not see Forward activities history in Request detail history. However Reply history is visible in Request History. What is problem? Regards Hamid
Dont create database in Analytics Plus after update
good afternoon sirs sorry for my scratched English but I came across a situation in the least strange after applying the recent updates of service desk plus and analytics plus, what happens and now the database is not created in Analytics Plus, then I followed the steps that I found I found in the forum "update zohoreportsconfiguration set param_value = null where param_name like 'DBID'; "and then restarting Service Deskplus to try to solve the problem, but it is still not working, I also tried sending
Form Load Doesn't Works While Changing The Template
Form Load Doesn't Works While Changing The Template, But Works When Loading Full Page.
Mobile Connection Issue
When i try to use the app SDP from any mobile on my network appears the error attached. I'm using in SDP the ip address 192.168.10.4:443, it can be a problem with the port? Thank's
FOS Service
I have an error while I am trying to FOS service for SDP. all the steps are correct and I am stuck in the step "Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter" the error image is attached. please help me thanks
How to set additional fields when adding worklog via REST API
I can successfully add a worklog entry via the REST API in a powershell script, but I'm having trouble setting the user defined fields. My input data looks like this - I'm trying to set the second character field we've defined. Is UDF_CHAR2 the correct name to use? UDF_CHAR2 is never set, while everything else is OK. $inputdata = @" { "operation": { "details": { "worklogs": { "worklog": { "technician": "$($task.Fields["Assigned To"].Value)", "description": "$($description)", "workHours": "$($hours)",
Email notifications (Emails to Notify)
Is there a setup for the email notifications to only be sent to the emails listed in the Emails to Notify field when the request is approved?
Service Catalog add-on
Hi, We are considering buying the Service Catalog add-on, so that we can get custom icons on the service categories, and the Editor feature on requests. But in order to use the Editor feature (https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html) the incident template needs to be a Service under Service Categories instead. Now, we have about 60 Incident Templates. I would hate to re-create them all over again, as they have a lot of field and form rules etc. Is there
Portal Customisation, Not very Customisable
Why is the portal so bland and unable to be customised? I would like to have more control over the portal so I can deply it to our users, as it is, it does not look very nice at all. Even when attempting to build field and form rules you hit road blocks you just shouldnt hit, example: I want to hide some fields, including the 'decription' box as I have created custom fields that asks all the questions I need when a user is submitting a request. But I cannot hide the description field? (see attach1)
Pop-up will not go away
Hi there, Sometimes when we hover over an SR and the pop-up appears, when we move away from the SR the pop-up stays and will not go away unless we refresh the page (see attached screenshot). Is this a system fault or is there a fix for it?
Editing Vendor information within Contract Module
Anyone tell me how to add additional information or update information for a Vendor that was created within the Contract module?
Community
Anyone else keep losing visibility to the Community from within the app?
blank screen using SSO
After enabling Pass Through - users & administrator only gets a blank screen Who do I get access, I am not able to disable Pass Through without the GUI, or?
Category Report - Report to show unused Categories over the past year
We are in the process of updating our Service Catalog and I would like to run a report of the previous year's Requests and determine if there are any unused Category/Subcategory/Item during that time span. We are on version 9.3 Build 9334 using a PostgreSQL database. Thank you in advance.
How do we remove Requester Details
How do we remove the requester details from the request page? See attachment for details.
How to Hide Requester Details From Request Page
Hi, I want the requester details information not to be displayed on the request page, but I did not find in any part of the SDP how to hide it. Is there any way?
Query Report - Sort by "Logged In Time"
Hello, I'm using the following query to determine when a request has logged into the self service portal SELECT AaaUser.FIRST_NAME "Requester", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID Left JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID
ServiceDesk Plus 9335 Released
Dear Users, SDP 9335 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9335: SD-69732 : Technician name is set as empty in Desktop Central when the technician name is edited in ServiceDesk Plus. SD-69971 : In some SSO-enabled environments, blank page appears during login. SD-69958 : Vulnerability fixed. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Query blocking in SQL creating work stoppages
Hello, we are getting some frequent query blocking in SQL for ServiceDesk Plus. It seems to happen 1-3 times a day. We have tried to create a support dump file since when the query is blocking we cannot do much of anything in ServiceDesk and it is mainly unavailable. We are running SDP 9324 on a VM with 10 GB RAM and 4 Cores. 95% of the time the blocking query is this: (@P0 bigint,@P1 bigint,@P2 bigint,@P3 bigint)UPDATE "WO_Tech_Info" SET "NEXTTECHNICIANID"= @P0 , "ENDTIME"= @P1 , "TIMESPENT"= @P2
Request for a custom report
I am using SDP 9.3 build 9332 running MSSQL. I would like a custom report to show me the average time it takes each technician to close an incident or request. Can anybody help with that?
Reporting on specific Service
Hi Team, I have created service "Mobile Request" under Hardware service category. I would like to have reporting on only "Mobile Request" service. So how will get the report? Could you please guide me so that I can explore. Thanks, Amol
Public Project List
I know that I can not do what I want with Project Roles. (expose just project list and no tasks) ref: https://pitstop.manageengine.com/portal/community/topic/how-to-let-users-see-projects-with-no-details How would I via API or SQL pull the project list? Is that possible? I would like to pull Project name, planned start date and planned end date, so I can expose on an Intranet site to all employees. Please advise.
fileattachments.zip files
We ran out of space on our SD server, and I see that there are these zip files (fileattachment1.zip, etc) in the root ServiceDesk folder. I cannot delete them because Java.exe has that process open. What are these files, and how can I relocate them to another drive? Thank you.
SSO Problem when Domain in URL
Hi all, I am having problems with SSO and Active Directory. If I access my site using host name only, SSO works. If I add my internal domain name to the host name, I receive an "Authentication Required" box in Chrome. What am I missing? I know it's something simple. Thanks, David
Forwarding requests within sites
Hello all, I have a scenario where I will have two installs of SD+ being used by 2 different departments in the same organisation. I may want requests that come in to one department forwarded to the other. When the request is created, it gets its ID number. All well and good. If a tech in dept 1 needs to forward a request that has come to the wrong department to department 2 and the ID number already exists in dept 2, the request will append to the conversation history of the existing request. To
Exclude users from an AD import
Hello all, Is there a way to exclude certain users from being imported during the AD import process? I didn't see anything and I have several users that are service accounts and I don't want them in the Requester's list. Thanks for any and all help! Chris
Change IP for SD+ server
I need t change Ip address of our SD+ server (application) Database is located on different server. What is the way to change ip and what should I do to make this change(all needed task, etc.). Server name will not be changed
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