Enable Notifications to Requester to be ran any order of our choosing and be able to stop the cascade on any rule.
Like Business Rules I would like to put the requester emails rules in an order and be able to stop it on the first email it sends. a call closed at creation does not need to send an email about a ticket created, ticket assigned, then a ticket resolved.
Manage 3rd Party SLA
Good Morning, I use ManageEngine Service Desk Plus currently for my Internal IT Helpdesk. Our Business has evolved and we have a lot of Cloud and Hosted Systems that have a SLA with those Providers. Is there any way within ManageEngine Service Desk Plus that i can not only manage my Internal Helpdesk but also Manage those 3rd Party SLA's? Thanks James
Customize search for requesters
Hi, Is it possible to customize the search options for requesters in ServiceDesk Plus? At the moment they only have the ability to search for request ID with the search tool in the request view. SDP 9321 MSSQL Regards Alexander Nordin Region Halland
Requests associated to a Project
Hi. We are wonder if there is some way to associate a Request to an Specific Project using Enterprise SDP? If so appreciate some details on how to do this. Thanks
Accessibility of ServiceDesk Plus
Hello, What level of WCAG 2.0 accessibility conformance does ServiceDesk Plus Enterprise meet?
Email Notification for Auto-Assigned Technician After Request Approval
We have setup some Service Catalogs to only be assigned to selected Technician when the Request is Approved by the Approver but I have noticed that Technicians do not receive mail notifications when the request is automatically assigned to them after request approval. Although Technicians get a mail notification when requests that doesn't need an approval and are assigned directly to them. (ex. "Request ID 12345 has been assigned to you"). Is this how the system works or there is a setting for this?
Add Remove Columns Fields are blank
Hi, Just added a new custom field to one of my forms and now the add remove columns fields are blank. Is this due to reaching a limit? Regards
Chat on portal login
So to take advantage of the chat feature here: https://deskportal.zoho.com/portal/meservicedesk/signin do we need to use a separate login from this community? I'm guessing yes but just wanted to confirm before I sign in again.
Reporting - Restrict Access
Is it possible to restrict access to the reporting module in SD 9320? I can't seem to find an option. We don't want all users to have access to the reporting side of things.
Resolved email to include resolved comments
When a request is resolved an email is sent to the user to tell them c/w a link to the request within ServiceDesck plus. We want this email to include what was put in the resolved comment box
Request On Hold Mandatory Schedule
Hi: When a Technician puts a request in On Hold status, and not schedule to change status after X days, the request is on hold status eternally, is it possible to change the state after a period of time automatically??, or SLA notification, or Email notifications, etc Regards Enzo Corniola IT Admin
Auto Suggest/Column Search not working
I don't know if these are related but our Auto Suggest and Search function are not working correctly. When logged in as an User and creating a new ticket, through the Portal page, the solution auto detect isn't working when entering a subject. The same behaviour also happens for techs under the Resolution tab -- unable to search for solutions. Under the main Request List view, search criteria cannot be filtered from the columns -- it seems that the search does not initialize. Edit: ME needs to fix
Self Service Portal
Service Desk community - Is anyone else finding their users are confused when using the self service portal? Our portal has only been live for about 4 months now, but we're finding that when people log a service request, they don't notice (or look for) the categories on the left hand side and only use the form templates that display by default on the right - the ones from first category on the list, which of course it selects by default. They try to crowbar all sorts of request into this one category
Problem with Actions using Script
Hi Team, I'm having troubles setting approvers throught scripts using a python file named "python_approver1.py" This is te code of "python_approver1.py": SETTING APPROVALS FOR THE CURRENT STAGE: { "operation": [ { "INPUT_DATA": [ "aabarca@ulacit.ac.cr" ], "OPERATIONNAME": "ADD_APPROVAL" } ], "message": "Sample Python script for adding approvals in current stage", "result": "success" } This file is in the following directory: C:\ManageEngine\ServiceDesk\integration\custom_scripts In the
Custom script not executing
When attempting to update the subject with an employees name using custom script on form submit it won't update the subject. I have been watching all of the videos I can find and at one point had this working in my test environment but trying to replicate in production environment is not working. Is my script correct? Do I have to enable/install anything on the server to get the script to run? var x=$CS.getValue("SUBJECT"); var y=$CS.getValue("GUDF_CHAR1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",
add Survey information to be syncronized with ZOHO Advanced Analytics
Hi, It is likely that all who are using Advanced Analytics (SD+ intergated with ZOHO Reports) are building Dashboards. It would be good if you could include Survey information also syncronized e.g. all responded surveys. /Mar
Reply Signature
Hi is there any way to add automatically a signature to the replies? Jacir
Requester Sees "Not-Auth" for Certain Requests
Hello, we have a requester who cannot see the Assigned To or Status of certain requests. Instead of the name of the technician or status, it just says "Not-Auth". The requester is an authorized requester and should have the permissions to see this information. Any idea what could be causing this? Let me know if you need more information. Thank you!
Report by Template Type
I am trying to generate a report of all requests based on template type. We have an extensive service catalog with many request types. For our annual SOC2 audit I am going to have to be able to generate detailed and summary reports by template type. Can anyone show me how this could be accomplished? I've looked at all of the various sample reports and I can't find one that allows me to add this default field to the report.
Access solutions without logon
Is there a way to allow access to the solutions section of the software freely without the need to log on, it would be helpful to be able to have documents found there for new employees that are not yet set up in the system, simply click on a solution link and be able to go without needing logon credentials. ** Quick Update ** I see the section about "Allowing non-login users to view solutions" under administration and it is already set to Yes, but if I go to a pc I am not already logged into and
Assing Chat Technnician to Request Automatically
Hello, i would like to know if we can assign automatically same the technician that had picked up the chat to the request, in the fact that chat become on a request, because right now the request arrive like unassigned. Thank you in advance. Jacir
What will happen when removing a technician?
I would like to remove a technician from technicians group. In the requests that this technician has been assigned, will technician name become blank or any other problem happen? Please let me know what will happen when I remove a technician. Thank you
Real difference between IT asset vs Non-IT Assets
Does both category requires license.
Custom actions for resolution
Hello, We are looking for a way to execute a custom action whenever a resolution is entered in a request. Example: once a value has been populated in the “Resolution” field, and a specific custom additional field has a certain value, another custom additional field should be automatically enabled. How can this be achieved? Best regards, Demetrius
Manually escalation trigger
Hi team, I have a case and need your help with proper solution. Scenario: Incident request was assigned to Agent A when he is on shift with Medium priority. But after that, he out of shift and impact is increasing. From requester perspective, we would like to allow them manually trigger escalation up to another agent (Agent B) who is working on shift to pick up and handle this incident ASAP. But we don't want to allow requester to change assignee of request. Could you please advise solution for us
Maintenance Windows for Change
Can we and if so how would we setup Maintenance Windows in SDP for Change Management? We have multiple departments using SDP and we want to setup some standard Maintenance Windows, for example the Server Ops Team might have Friday from 6:00 pm - 12:00 am to implement changed, they may not always use this time but if there are changes to be made then this would be when they would schedule the changes to happen. Is this possible? Or does this always have to be done with a Change Order?
Cancelled request rule
Hello, On our request closing rules we have set Work Log as mandatory field. We have additional request status - Cancelled. Is it possible to set automatic action: when technican resolve request and set status to cancelled, the Work Log is set and Time Taken To Resolve 0H0M?
Disable template field for requesters?
Hi Community, i got 2 service templates and each of them got 1 incidend template. If a requester open a template on a service the form is loading and on the top he can choose between the 2 incident templates. Is there a way to disable this selection? Thanks, Brian
Report with asset and relationship
Hi, In our organization there are many departments, with a tree structure. We need to get a report with all the workstations and persons that belongs to a department and the departments that are related to it. Thanks.
Self Service Portal Widget
Good Morning, Can you please direct me to where I can place an html file for it to be referenced for a Self Service Portal Widget? ie. https://servicedesk.mydomain.com/MyHTMLWidget.html I had accomplished this before and an upgrade of the ServiceDesk wiped out the file so now I am trying to replace it but I cannot find where to place it again. Thank You, James Leitz
ServiceDesk Plus how generate report WORKLOG TASK without REQUESTID
I cant find solution how get data - worklog for task, which are not assigned to requests. Go to custom report module in serwicedesk make reaport (below) export table to excel for column TIME SPENT please use this function "=XX/(1000*60)" where XX its your column with TIME SPENT for column STARTTIME and ENDTIME use this function "=xx/86400000+DATA(1970;1;1)" where xx its your column with this data after gets results please convert column - view date from content cell done, select wochar.workorderid
Take the ServiceDesk Plus annual customer survey now
Hi folks, We're running the ServiceDesk Plus annual customer survey 2017 to get your feedback on ServiceDesk Plus, and to understand how it is used in your organisation's IT. The survey covers various aspects of ServiceDesk Plus including product usage, your experience with our support team, and new features you'd like to see in our upcoming releases. Please take 10 minutes of your time to take this survey. Your response will help us improve the IT service management experience that ServiceDesk
Approver's name instead of email
Is there a setup that would display the approver's name instead of their email in the Approvals tab?
Advanced Search Option for Change Module
The advanced search option would be very helpful within the Change Module. Can this be added in the next release? This is helpful for anyone monitoring/managing Changes. Provides ability to search using date field (current single search does not permit). License Info License Type = Registered Product = Enterprise @Database Name = Microsoft SQL Server@ @Database Version = 10.00.5538@ @Current Build = 9322@ @32 / 64 bit installation = 64@ @Zone = America/New_York@
Columns in custom reports are not in alphabetical order
Product: Service Desk Plus Version:9323 Module: Reports Decryption of problem: When we creating new custom report using report modele and wizard on step 1 in Available columns they are not sorted in alphabetical order same in step 2, advanced filtering and step 3. It's hard to find something using those long list if you don't know what is proper name. It would be great if you could improve that. It don't look good right now :/
Add solutions count by category/topic
Please add a count of solutions next to the topics in SolutionsHome.do so we can quickly see the number of solutions within a topic/sub topic. See attached example.
Resource - Text Box
I want to be able to add a text box to my resource section of the template. Basically I want the hiring manager to see the standard software installed on the computer. How can I do this without it looking like a question or requiring check boxes?
Return an Item in a PO
We returned one item for a particular PO. I am unable to take it off the PO. I used the edit feature, but it will not let me change the quantity to zero. How do I resolve this?
SDP Scheduled Reports do not run
Hi, I'm having an issue with scheduled reports where i can set up a schedule, it shows when it is supposed to run, but they do not ever run on the schedule. They may send one time, but this is it. Running 9306.
Duplicated Automated ticket creations coming in from email, due to communication during troubleshooting
I have a problem and want to publish I here to see if anyone have this problem at their company and how did you go about addressing/fixing the problem. The problem: As a process we are having customers send an email to the 'Helpdesk'. Once the email is receive, a helpdesk ticket is created within Service Desk Plus. But if further communication is done (via Outlook) and they decide to CC'd the 'helpdesk email', Service Desk Plus receive that email and creates another ticket...and this could be multiple
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