Pin a Note to Top
Requesting the ability to pin a note to the top of a Request. Similar to the way Facebook allows pinned posts. Thank you.
still no option to choose working time day by day???
I was hoping by now there would be an option to choose working hours per day rather than by week. It would be so useful to be able to select Saturday and operational time or 9.00 to 12.00. Any chance of this ever being implemented? Regards
Technicians Raising Requests
Hi, When our technicians raise requests, unless they know which queue it has gone to, there is no real record of their incident requests. I've gone through every filter to find a ticket when I raise it as an Incident and not a single one shows it. Is there something we need to do to view these ? We can add a custom view , but each technicians would need to do it . P.S Is there a report \ custom query you can do on these custom views ? A
Location of Resource Account ID
Hello, Where can I find the ID for an account associated with a resource? I can find the Resource ID by selecting 'Resource Details' but I cannot seem to find the account ID. This is so I can use the REST API to modify account passwords. Thanks, Steve Maiorino
How to prevent Delete for System log
Dear, Could you help me to prevent the deletion for system log ( the highlighted option in attached file) Thanks
Credentials passed through URL
Good Morning, We are purchasing some Digital Display adapters and would like to display are Completed requests by This week by Technician report on it in real time. I found some information regarding passing the authentication through the URL because we are unable to login by keyboard and mouse. I have tried doing the following to see if can login but no matter what we place its coming up Invalid http://sitename/HomePage.do?username=guest&password=pas123 We do authenticate by AD Any help
server status widget
Hi, I cannot seem to find any how-to about creating widgets for SDP. What I would like to do is create a simple html that shows the status of our main systems. What do I need to do to have SDP recognize the html as a widget? Thanks Michael
User Export
Hi, Is there any query that will export a list of all our users and their settings ? We're doing an audit on the settings that the requesters AND Technicians have ,namely the Department, Allowed to View etc. but as with many things it's easier to ask for the lot :-) Is there any way to do this ? A
Asset Management - Asset Additional Fields
Hello Dear Reader, i have 2 question. My Servicedesk version is 9.3 Build 9312. 1. How can i add a new field in Asset Management / Asset Additional Fields that include requester list automatically. 2. How can i edit UI Design of pages in manageEngine servicedesk, for excample, when i add additional fields in asset, this field place in the end of page . i need to move this fields in the top . Thanks .
Allowing for conversations in Changes
Dear all, I just realized there is no way to track change related discussions. It would be quite useful to have similar functionality as the Conversations in Incidents and Requests. Kind regards, JS
Bulk update of change ticket
How can I bulk update change tickets i.e close out all rejected change ticket etc...
Print Preview error
Hi, Could you help me please to check the error attached, trying to use Print Preview option it's showing only the error: 404 Unfortunately the page you requested does not exist. You made a mistake when typing the page address (URL). Clicked on a broken or incorrect link. The requested page has been deleted. Go back and try again Return to home page And it's not showing the ticket information If you need more information please let me know ! Thank you !
Configure Reverse Proxy for test platform
Hi, I am building a reverse proxy server for our Service Desk Plus. The idea is to use the same domain/subdomain for production and integration builds however I want to point the test server to a subfolder - Test. I am planing to use IIS as a Web server. The outcome should be: Prod URL: https://subdomain.domain.com Test URL: https://subdomain.domain.com/test/ Rewriting to prod internal server IP works fine for me, however I am having issues to set up a reverse proxy for the subfolder /test. Has
Specific Incidents & Tech logged in Querry
1. How do I allow only specific requesters or Technicians to see specific calls logged. For H.R department staff see only H.R logged calls. 2. How do I see all Technicians (using Querry) that have logged onto the system for past year (365 days ago)
help please to remove authority
Dear , hope my email finds you well. could you help me to remove the authority from technician to see the list of technician as in attached file.
How to disable the use of worklogs
Hi There, My team are finding it difficult having so many ways to update a request/incident ticket and it adds the trail of activities in all different tabs/locations. I am wanting to disable the use of worklogs so that we focus on using notes and emails, could you please advise how this is done? thanks, Belinda..
All approvers have to approve the submit for approval menu
Hi, Some times in incident management we have to submit for approval, but when I submit for approval, all approvers haven't to approve the incident request. means any approver can approve a request, provided the others do not reject. How to add multi stage approval for incident. Thanks
Get information of request
hello, We fetch user from Active Directory and there is Contact Number contain user phone number, I would to get this information to put into a field, can we ? thank you ! Brgds, Tài
Reply with a template and close the ticket based on certain criteria
We'd like to setup a business rule to complete certain fields (Category, subcategory, assign technician) and the resolve the ticket and send an auto reply to the user based on certain criteria. (like a very specific subject line) Is this possible? We were able to assign and set the catergory, but the auto reply does not seem to be available. (Would like to use a reply template for instance.How can this be achieved? Thanks
Subject auto fill by field change
Hello, I want javascript which can help me to get value from a field and put it into another field. ex: I have additional Field shopcode and shopname, where I want whenever user input information into these 2 fields, javascript run and get value from these 2 fields and put it in subject shopcode: 123456 shopname: XYZ Company subject should be: request for support from 123456 XYZ Company thank you !
Install agent in VDI enviornment
Hi, I am wondering what is the procedure for installing the service desk agent on our parent image for deployment in a VDI environment? Will the agent create a new asset every time a new desktop is deployed? Also if the virtual desktop is refreshed will the agent create a duplicate asset in the service desk?
Best practice for managing Dev, UAT and Prod environments
Hi everyone, We are just starting to use SD+ in our environment and I want to know what the best practice for managing and keeping all 3 Dev, UAT and Prod environments with the same setup? thanks,
Ticket in Dashboard is marked as 'OTHERS'.
Hello. A technician account that no longer exists is listed during the assignment. It is not displayed when configuring the technician accounts. There is one ticket marked as 'others'. But I can´t click it. How can I delete this technican account? Thanks and Greetings Jan
Create a view for Tasks and Requests
I still do not know why Tasks and Requests are in two different views. Tasks *ARE* requests.... just sub-requests. When my technicians login to Helpdesk, they need a single listing of things they need to do, in order to prioritize. Listing tasks and requests in different areas have proven to us, that we cannot use it, because things do not get done. Can we have a "To-Do" view of all assigned tasks and requests? Thanks!
Script Master - 9: How to automatically create a task in a Change Request.
Let's imagine you are about to install the latest patch update in all the workstations of your IT infrastructure. A change request with a task but without a foolproof plan and implementation strategy will make the change manager's job tough, especially when you have different flavors of workstations like Windows, Linux etc. So today's Script Master post will help you learn to create a task in a changerequest based on the given values in certain fields. This is done by using an API call to create a
Rest API GET Incident - Additional Fields
We have an "Incident - Additonal Field" called "Location." This is a Pick List. I am needed help with doing an API call to get the Items in the list as they change from time to time.I am using PowerShell if that helps. I've been able to successfully create tickets using the API but I am needing this information as it is a required field for us. Thanks, Wayne Reeves
How to configure Additional Fields for specific Worklog Type
Dear support, I created several Worklog type, such as "Wifi Troubleshooting", and I would like add additional Fields only for this Worklog type, a sort of check list as you can see in the image below. It is possible to show the additional fields based on the worklog type? Best Davide
Custom Schedule: Change notifications
Is it possible to script reminders for a change? For example to remind a change requester that the deadline to submit to CAB is today at noon if the Change Request is in the Plan stage OR a reminder to Change Testers to update the CR with test results if a ticket is sitting in the Verify stage? SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
Is it possible to remove the cc field in the reply template?
Hi, As above. TIA
ServiceDesk service not starting
ello, today we can’t log in ServiceDesk (the web interface Works ok), we reboot the server and now the ServiceDesk service does not start. We have ServiceDesk 9.2 9230. wrapper.log file : STATUS | wrapper | 2017/07/04 07:56:50 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2017/07/04 07:56:50 | --> Wrapper Started as Service STATUS | wrapper | 2017/07/04 07:56:50 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2017/07/04 07:56:50 | Copyright
GET_REQUESTS 'from' and 'limit' parameter confusion
Hi, I'm trying to use the GET_REQUESTS operation to retrieve all the requests from an on-prem instance of ServiceDesk Plus. However, I'm a bit confused by the use of the 'from' and 'limit' parameters to create paging behaviour. I've read the documentation on the method (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests) and I'm trying to create a loop to retrieve all the requests from the system 50 at a time by updating the 'from' parameter as
SDP & Desktop Central Integration - remote connections not creating worklog entries
I have SDP & Desktop Central integrated but when a technician remotely connects via SDP to a workstation the SDP work log is not updated. FYI: We only use DC agents. We we connect we add a reason and the ticket number.
Is there any issue in setting up ssl for free version of SDP
Hi, I have installed free version of SDP standard. All are working fine. When we try to configure SSL we are getting below issue. Kindly help us to fix this. Regards, Kavi. inside sdclientutil::::::::Received fatal alert: handshake_failure javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure at sun.security.ssl.Alerts.getSSLException(Alerts.java:192) at sun.security.ssl.Alerts.getSSLException(Alerts.java:154) at sun.security.ssl.SSLSocketImpl.recvAlert(SSLSocketImpl.java:1959)
Organizing Business rules
Hi, We have three sites and 58 business rules. Organizing Business rules is a very tedious work when we add more rules as we wish to keep it sorted. Regards Murali
Python script cannot be found
I am testing out the custom python script from here. Script Master - 13 I am getting the error attached. Why is it looking at the BIN folder when all the instructions are pointing to ServiceDesk\Integration\Custom_scripts? The AutoClose.py is in the suggested folder. Python is bounded as environment variable and i am able to call it via command prompt. Phyton 3.6.1 SDP 9309 Regards, JPC
First response time violated issue
We are facing a problem that some of the requests created is showing first response time violated message. I know this depends on the SLA timings set. But my question is that what should I do in the request to avoid this problem. Actually there is no field in the template to enter the response time. Please help me. 8123 is the version.
Change requester display name
Hi, I've imported requesters from several ldap. Now I want to organize the requesters. I would like to change their display names to format: "last name" "first name"
Request does not fall within permitted scope
Hi, I have an end-user that receives the following error when clicking on a new request link. Specifically, this appears to be an issue of when this end-user is not the requester, but has been CC'd. When the end-user is the requester there is no issue. "Request does not fall under your permitted scope. So you are not authorized to update the same." How to resolve please? Thanks Roy
Assign Closed ticket to Technician who closed it
Hey everyone, The way we currently have set up is we have a round robin. However, sometimes when a ticket is resolved or closed, and someone replies back to the ticket, it gets reassigned to someone else. The way we want it, is we want the person who closed or resolved the ticket to be reassigned back to them. Not sure if it's default and not working or if that's possible. But to be honest, that should come out-of the box.
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