Announcements in portal
I want to send my users announcements via the self service portal. And I can't find the instructions to do that. Can some one point me in the right direction. Thanks
A Question About Software Assets
What makes these two entries "Under Licensed"? Cheers, Darran
Suddenly lost our admin rights!!
Help me please!! I lost my access as a technician in our ServiceDesk Plus... just rebooted my computer and when I return back I do not have access as an technician, only as a requester. What happened? I verified that my license are active and I have the correct groups enabled from a co-technician and I have deleted cookies and so on. I restarted the services and now my co-technician have the same problem!? This is really urgent for us! ://
Triaging requests
Hi guys, Can anyone tell me how to force technicians to triage their tickets before they reply to a requester (apart from telling them off )? I want all our 1st line technicians to select impact, urgency and at least two additional fields before replying to it. All fields are set as mandatory and are required when closing requests. Regards Mario
Service Level Agreements do not apply properly
Good day, I have set up a service level agreement rule that should classify all incoming tickets as normal. It is then the responsibility of First Line support to assign a more urgent or less urgent SLA. Some tickets do not get classified though even though the requester based rule does contain the requester name. How do I go about resolving this? Can you not create simpler rules that assign SLA based on Site? Regards,
Hyperlink to an Asset via CiName
Is it possible to create a hyperlink to an Asset by parsing the Asset/Ci Name in the URL as apposed to the ci ID? So, in my environment the below URL will load a particular Asset that references the 'ciId': http://servicedesk/ViewCIDetails.do?ciId=23719& But I would like to achieve the same thing by parsing the ciName instead: http://servicedesk/ViewCIDetails.do?ciName=computer1234.contoso.com& Essentially i want to load ServiceDesk directly to a particular asset by knowing only the Assent/ci Name.
ServiceDesk Plus 9218 Released
Dear Users, SDP 9218 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9218 : SD-63307: Latest “On Hold” time entry is considered in the calculation of a request’s “Time Elapsed” and “Dueby Time”, instead of the first “On Hold” time entry, resulting in the miscalculation of “Time Elapsed” and “Dueby Time” in some environments. SD-63291: Issue catalog is displayed even when there is only default request
Incident Templates - Attachments
Hi, Is there a way you can add attachments onto an incident template? I would like to include relevant documents for the type of incident which would be logged using the template? Thanks in advance
SDP - Asset Module
Can someone tell me what port the Asset Management module uses to communicate with assets on the network within Service Desk Plus? Thanks! Leslie
Custom Developers
Are there any vendors out there that provide custom developing for Service Desk Plus. Looking to go beyond the default capabilities with forms and requests for employee on boarding and termination processes.
An issue with attempt to access
There is an issue with attempt to access. Attempt to access (from the other host than SDP server) by API to ServiceDesk (Windows version) ends with this statement: The request to access from the other origin is blocked: rules "Same origin Policy" don't allow to load remote access fromz „http://servicedesk..../sdpapi/request”. ( the missing header CORS "Access-Control-Allow-Origin"). Can you share with the knowledge how to enable CORS?
Cost of Service
Good day, I would like to know a few things: 1. Is there a report which shows how much each incident cost to resolve given that all technicians have Cost per Hour Configured? 2. Would that cost automatically be associated with the asset assigned to the requester as a TCO calculation? Thanks,
custom script for field and form rules
dear all, I want to have a custom script which will support me to run whenever technicians change status of the filed Status to something that I predefined. it will run the scipt to pop-up add note windows and this windows will madatory to force technicians input information before they can change to status they want. can you help me out with this idea ? thank you ! Brgds, Tai
Save a Purchase Order as a Draft
Often we'll start a purchase order only to find out we need additional information. It would be helpful to be able to save a draft of a purchase order so we can leave the screen and come back to it later.
Default Purchase Order Item Quantities to 1
When an item is added to a purchase order, the default value is zero. How about using a default value of one instead? This would save some of us quite a bit of time. Thanks for the consideration, Adam
Enforcing the Resolution status / Closure Code Query
Does anyone know of a way of forcing the technician to mark a request as Resolved prior to closing it? I want to start asking my team to mark a call as Resolved and then allowing the auto-closure to work after a set number of days. However my team are so used to entering the description, entering the resolution and closing the call at the same time as logging it. This is killing my resolution time reports as Created Time and Closure time are the same, so don't reflect the actual time taken to resolve
Service Desk Now Parameters - Escalation
Hi, When choosing who to escalate an ITSR to we get a list of users and a configuration for $Ticket Owner. Are there other parameters that can be used to reference other components like the Ticket Owners Team Leader and other roles ? Would be good to have a list of options that ME understands. Andrew
requester conversation limit
I have a problem with servicedesk plus, where a requester conversation chain seems to be truncated after a number of replies. We use the Helpdesk - Message Template: E-mail technician when a request is appended by reply. Most of the time this template works as expected, & includes the most recent reply, using the $description variable. however after a number of replies, it stops including the most recent reply, & reverts to only including the original request. So the technician needs to go to the
How to customise the Self Service Portal
Hello Does anyone know how to customise the Self Service portal on Manage Engine, I want to remove the Portal usage video Link
Mail Spam Filter stop work on SDP MSP 9.0
Hi, We have a problem with our SDP MSP. The Mail Spam Filter stop to work after upgrade to SDP MSP Version 9.0 (Build 9006 actually). As you can see, we put a correct information that I not want to recieve: Alaways works fine on SDP MSP Version 8.0 (any build). Today, any mail open a new request ignoring the Spam Filter. I'm sending to you a File_Support file attached. Can you help? Regards Rogerio Paliosa Correa Monitoring Analyst Av. Dr. Chucri Zaidan, 1550 - 29º andar CEP:04583-010 - Vila Cordeiro -
Scheduled reports not generating
We recently upgraded to 9.2 Build 9217 we had reports that were scheduled to run daily and weekly since the upgrade the reports are no longer being delivered is there something we need to change so that the report will start generating again?
E-mail the Requester for notes addition - email notifications
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update". I'm thinking a feature request to "Acknowledge Requester by Email when public notes
Requester Notifications
Hi there, Is it possible to have two or more requester notification messages within the same servicedesk platform? regards Arvin
mail fetching stopped when there is an email matched business rule
dear all, I am using Standard edition of SDP and I have just update SDP to latest version 9.2 Build 9218 ; now I have a problem that everytime mail fetching met business rules that I defined, it will stopped. my work around now is to stop business rules until I found out what really happening ? Can you help on this case thank you ! Brgds, Tai
Importing Requestors from Active Directory
Good Day We have Active directory integrated with Service desk Plus. However we have new users in the AD and would like to import some more requesters into SDP. How can I update SDP requesters from AD without over witting the users previously imported? Regards Rallo
Show Bottom Toolbar
Hi, can I modify anything into SDP configuration to show everytime the bottom toolbar? Thanks in advance.
Assets page: Sorry an Error Has Occured
Hi, We recently updated ME SDP, before asset scanning and the library was working correctly. However now since the update I receive this page when trying to view assets. Any help would be appreciated. ME SDP: 9.2 Build 9213
Defining a more sophistocated Purchasing Approval Model
I would like to be able to automate my purchasing approvals process so that when a user makes a request, I can immediately send it to the right person who can approval the expenditure. That person is usually not the person they report to, as this happens at a higher level in my organization. What are my options here? Ideally, I'd like to be able to assign the Financial Approver (PO Approver) for each user. Is that an option? Thanks, Adam
Reporting
Hi, Is there no way to connect an excel spreadsheet to SD Plus database and use pivot table to create reports within Excel. I am finding it very limiting and time consuming to generate reports every single time and adjust them manually when exported wheres in Excel pivot table, I can just select the property and then value to get the data in real time. Hopefully someone will know a better way to generate reports from SD Plus and can assist me.
Tickets sent via email.
Some of our tickets are created via email. The problem with this is that required fields are not filed out. How would I go about automating that??
Billiable work orders
How can we create billable work order tickets from Service Desk Plus request?
Report Request - Requests linked to a problem
Hi, I'd like a report of problems and any requests linked where the output looks similar to the following: Problem ID Created Time Request ID Created Date Technician 1 01/01/2016 1 01/01/2016 Technician X 1 01/01/2016 2 02/01/2016 Technician Y 1 01/01/2016 3 03/01/2016 Technician X 2 05/01/2016 4 04/01/2016 Technician Y 2 05/01/2016 5 05/01/2016 Technician X 3 10/01/2016 6 10/01/2016 Technician Y 4 15/01/2016 Not Assigned Not Assigned Not Assigned 5 20/01/2016 7 20/01/2016 Technician Y Is this possible?
Annoying popup when selecting 'Complete' of helpdesk request.
Since upgradinging from 9.2 Build 9210 to 9.2 Build 9213 there is now an annoying popup whenever you select Complete. Mandatory fields for Closing Request Request cannot be completed. Please fill the following fields - -> Category -> Technician I know that these fields need to be filled in but in previous releases, you got a message in red AFTER clicking Update request. Now the flow of the form is broken, you have to go down and fill in the category and technician and then go back to the top and
technician emails not going thru
when clicking new incident and assigning the ticket to technician, the tech doesn't receive an email once the ticket is created and we go back in after and assign it the tech gets an email anyone else experiencing this
Reply to a ticket is blank
I just loaded the patch this morning to go to 9218. Now when i go to reply to a ticket the send notification is blank. when i did this prior to the patching it would populate the To, subject line and body of the message. please let me know what other information you need to look in to this issue thank you
Scanning Retired Assets
Is there a STATE that I can set an asset to be where Asset Management won't try to scan it? The assets that I have retired and are sitting on a shelf in storage, are attempted to be scanned every interval.
Asset management - product
Hi, i would like to add one cathegoriz, VDI, is it possible? You can see the image attached to figure out what I want. thansk Carol
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports.
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports(We have a weekly report of all the activities for the week). We can see here that "Kh" received all worklog credit, even when "CE" worked part of it. http://i.imgur.com/gmO2YDW.png
Can't open : Technicians Menu
I can't access to Technicians Menu, i waiting for many many time when i clicked it. Please suggest me how to solve this problem. Fixed : I've been restart all of Manage Engine services. Detail Manage Engine Version : 9.2 Build 9209 *I am sorry for my bad English-Skills! With Best Regards, Wanchalerm.W
Pass-through and import sequesters question
Currently we have Enable AD Authentication setup but not Pass-through Authentication. If I enable pass-through must I also setup Import Requesters from AD?
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