Custom Worklog Field in list
I created a custom Worklog field to track version numbers for changes made to a development project, is there a way to make that field show in the work log list so I can view the version numbers and their corresponding change log? Or is there a way to track software development that is inherent that I am perhaps missing?
Quick Create - New Incident button
Is there a reason why when using this button, selecting a user does not autofill the Site they belong to? It works for the full ticket creation screen, as well as users that send in emails, but just not for the quick create. Is that something I can tweak? Brendan
History Report
We are looking for the SQL Query for the Report that shows History for all Requests, ordered by Request Id and Date(some kind of Activity Diary)... In attach, you can see the example Request: History, so that you can see what kind of SQL report we need. Thanks.
View of resources
Hi, i have a question. Is it possible to create a view which show the resources assigned to the user. For example when a user logged in self-service portal he will have access to list of his devices.
Is there a way to add request closure code in Email notification
Is there a way to add request closure code in Email notification template?
Integration Failed
I am trying to integrate Desktop Central with Service Desk Plus, Build 9333. i have verified that all the information including the API Key. every time it says Integration Failed. i was able to integrate Active Directory with no issues.
Trashing Requests
Is it possible to increase the retention time of deleted requests in the basket from 24 hours to a month? Thank you!
Edit Names of Asset Detail Fields
Is it possible to edit names of asset detail fields? For example, CI is Monitor. Asset details have Asset Tag, Barcode, Org Serial Number, etc. fields. Is it possible to edit the name of Asset Tag to Service Tag?
Emaill notification when status is changed
Hi, I would like to know if there any way to notify the requester when the request changes the status. I already tried the option Acknowledge requester by e-mail when the request is updated. but it doesn't work. I'll appreciate your help. Thank Jacir
default settings to add a note on servicedesk
Hi i like to put this two options checked as default Show this note to Requester E-mail this note to the technician Is there a way to put this always checked? thanks for your help
2 questions regarding the "Email Id(s) to Notify"
In our standard Incident template there is a field named "Email Id(s) to Notify" I have 2 questions about this. 1) Is it possible to report on this field? I cannot find an option in the fron end reporting module I'm trying to find out if anyone uses this function, so I'd need the report to show all tickets where this has been filled in, and ideally the name of the technician that logged the ticket. 2) The behaviour of this field seems to change based on whether the person filling out the ticket
Create a report to track the type of tickets we see daily or monthly
Is there a way to create a report (in ServiceDesk Plus) where you can sort it by Subject so you can see what type of tickets you get weekly or monthly?
Service Catalog - How to trigger approval after completing a task
We have a process that goes this way --- START Stage 1 Approval -> Task -> Stage 2 Approval -> Task 2 -> Task 3 -> END How do I trigger this in SDP Service Catalog?
Script for matching dueby in ticket to task
Is there a script you can execute in the field and form rules on create or submit, that would allow me to mirror what the tickets dueby date to the tasks?
Query Report with URL to Workorder
I have created a few Query reports, but now I need to link the WorkOrderNumber to the actual ticket. Meaning I need to pass the url of the ticket with the report so the user can purely click on the Item and it will take them straight to the Ticket. When you use the Report writer it does create the links/urls, but when you use a query report it does not. 1. Can you create an url to the ticket in a query report?
Auto convert email to incident
We have multiple automated emails from some of our other software products that email into Service Desk and generate tickets , is there a way we can automatically categorise these and assign to technicians.
Dynamic Approval for Service Catalog requests
I have a question about Service Catalog approvers, which relates to an earlier post : https://pitstop.manageengine.com/portal/community/topic/set-up-approval-flow-for-service-catalog For Stage 1 and 3 - I understand how to do this, so there is no problem here. However For stage 2, I have a more variable requirement. We have different levels of approval for different types of request. So for example, if you want to have Remote Access set up, a Managing Director needs to sign this off, whereas if
Deleted CI instances
Hello, we are cleaning up the CI instances. This means that we only focus on a subset of what is available. So, I delete all instances in "Switch Ports", everything is ok. but when I then press the CMDB (All CI items) tab I see all Switch Ports which was deleted. This does not make sense.
Barcode Scanning - Need First Time Advice
Is there a hardware compatibility list for barcode scanners with ManageEngine SD+? I've never used a barcode scanner before and presume that it's basically just scan the barcode and then the data read from the scanner will input into the text box when utilizing "Scan Vendor barcode and add as assets". Thank you.
Changed
Hi all, the following query lists all individual Requests by the Requesters name: SELECT aau.FIRST_NAME AS "Requester" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Onhold') OR (std.STATUSNAME = 'Open')) AND wo.ISPARENT='1' How would I amend the above to include the the Email of
Unable to add techs..
On the technicians tab I show to have 4 techs left, under license it shows 2. Also I have imported the users that I need to add as technicians as requesters but they are not showing on the requesters list.. I need some help does how to resolve this issue?
list department and Site
HI Team, i want create custom report to show all department and site related and will be export to excel. ho do that? Thx
Reporting on Custom Fields
Hello, I've just discovered that the only Service Catalogue custom fields I can report on using the wizard are those created under the 'Common Fields' service category. I don't have the option to report on any fields created under specific service categories. Is this a bug that is due to be addressed soon, or do I need to look into pulling these reports using queries? If I need to run queries I'll need some advice please! Build 9324 MSSQL database Thanks, Frank
Scanned Software page. Please display Installations version.
Hi, I would like to use ServiceDesk Plus as vulnerability information management. I can check the software version information from asset>>software detail page,but From the software information version can not be confirmed. (Screen capture attached) Since it is important to check the version information for vulnerability information, I would like to add a feature. There is a feature in the cloud version. (Screen capture attached)
Subject Coding
Is there a way to add information from the ticket into the subject line on form load? Ideally if we would like to get the field which has the custom date (of a deadline) and then add It to the Subject line. Is this possible? I know there is some coding you can do but can it be added onto the Subject field?
Import from CSV not working
Hi all, When i'm importing from CSV I continually get a message stating: Imported Result Total CI(s) 0 Imported CI(s) 0 Failed CI(s) 0 Can i get some pointers on why this would not be importing the details or even flagging as failing to import? Many thank Glenn
Self Service Portal Customisation
Hello, I'm in the process of customising our Self Service Portal and was wondering if it was possible to change the wording for 'Report an Issue' and 'Create a new Service Request'? Thanks.
Upgrade Error - 9331
ServiceDesk 9331 patch failed with: duplicate key was found for the object name 'dbo.URLEncryptionDetails' Is this a bug in this installer as never had this issue before?
Batch assign on Task Tab of Requests detail view
On request detail view, Task Tab, that a service request may have many auto generated tasks but need to assign to different person. However, assigning each task to a technician takes time to load (ver. 9332 already), making task assignment a time consuming task to support managers. Since many cases that multiple tasks will assign to the same technician, a batch assign feature is desired to save time on clicking & waiting. Thanks.
Problem in receiving Asset data from desktop central
Hi, I have integrated SDP with DC and two Applications are synced. Both have https protocol I have configured Agent setting in SDP with SDP server name have not installed agent for SDP. but DC use agent for discovery. I could not receive asste data from DC. what is problem? Regards Hamid
Passing variable information from Service Request to child Tasks?
I have been looking through documentation, these forums, as well had several tickets open with support since January on this subject. Is there a way to pass variable information from the parent service request to the child task. Simple things like Start Date, or Username, or Requestor. The Task holds little value if I can't pass the basic information needed to create a request to the task level. Anyones help on this would be appreciated.
ServiceDesk Plus 9333 Released
Dear Users, SDP 9333 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9333: SD-69633 : Vulnerability fixed. SD-69338 : Migration fails while applying the 9327 patch throwing the following error, "Out Of Memory" which is due to the huge data present in the Notification table. SD-69629 : Issues with marking of filters as "favorites" and in filter order rearrangement in Request custom filter. Breakage occurs
Query Report - Tickets changed from Special Request to anything else
Is there a way to query the database for any ticket that the priority was changed to "Special Request" from anything else. Including the ticket ID, subject, technician name, current priority and old priority. Sorted by technician.
First number for Request ID (start new numeric order)
Is it possible set first Request ID (to choose with a mask of format Request ID)? (Example: I would like start new requests in next year with number 2018xxxx (first 20180001, next 20180002,..etc)
SD+ monitoring
Are there any built in monitoring tools for SD+? Anything you can put on a dash board?
Field and forms rules issues
I'm trying to create scripts in the field and from rules to set and/or unset tasks. I created a few basic rules for testing purposes, which seemed to work ok. Now I'm trying to edit the rules and the edits don't seem to change anything, only the original rule I created still seems to be applying. I've even deleted and recreated a rule which seems to have no effect on the outcome.
Training Material
Hi everyone, I was wondering if someone could point me in the direction of end user training material for Support Center Plus. Videos would be especially useful. Thanks in advance!
Dynamic approver for Service Request is possible?
Our scenario is that one of the custom field exceeds 1,000,000 will need additional stage of approval by $Directors$. I checked scripting reference but seems even API is not managing approval stages. Is there any work around to do this? Thanks.
PDQ integration with SD+
Hi All, has anyone been able to or does anyone know how to integrate SD+ with PDQ? i would like to deploy software via tickets using our current PDQ server. any info will help thanks Russ
Copy Template function breaks Field & Form rules
I'm trying to set up some Service Catalog items. I've configured one item, and it features some Field & Form rules which are going to be common across several of the Items. I was pleased to see there appears to be a "Copy Template" function (which is great, as the same option does not exist in Incident templates) The Service Item I am copying contains a couple of rules which execute scripts. Here is an example script from that Item: (NOTE : script is not complete in this screenshot, and continues
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