Is it possible to click on a user and see all their job history?
Hi, We are currently on Build 8217 Is it possible to click on a user's name and see all the jobs requested by them?
Feature Enhancement Request for 'Technician’
For each corporation, 'Technician’ feature(moudle) is their key bussiness. So, please do more enhancements for this moudle in following points: 1. Enhancement reports to graph Reports. 2. Add more Canned Reports, such as: a. Generate reports for the waste time of every technician in all tickets with total length of the procession request, also include the helpdesk pass ticket to first line technician and the first line technician pass the ticket to second line, they want to calculate each stage
Schedule Notifications
Is it possible to schedule notifications for certain times other than during business hours and off business hours? For example, we support a church and while their office is open from 8-5 M-F we would like to get notified of any request that is created at any priority level on Sunday morning from 6am-noon. I'm not finding a way to do this in ServiceDesk Plus. Perhaps this should be a feature request?
New Problem after update from 9120 to 9208 with the permission to see tasks.
We updated from 9120 to 9208. If I click on the button All Tasks to show the list of all tasks now I'm able to see all tasks even the ones which I don't have the permission to open. If I click on a privat task of another technician I get an error message I can't see the details of the task, that's good. But I can see the title of the task in the list and this could be meaningful and should be not visible to other technicians who don't have acces to these private tasks. This wasn't a problem in the
ServiceDesk Plus iOS App 4.1 Released
Dear User, ServiceDesk Plus iOS app 4.1 has been Released. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 4.1 are: 1. Option to include non-operational hours in worklog. 2. Localization support for 31 languages (Arabic, Bosnian, Chinese-simplified, Chinese-traditional, Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Icelandic, Italian, Japanese, Korean, Norwegian Bokmal,
SLA Report
Take a look at the example below. Support Group A has a request or incident assigned to them. Support group A then assignes a task within the request to Support group B. Support Group B does not act on the request and then the SLA breaches. The breach is blamed on Support group A because they own the request, however the fault for the SLA breach was because they were waiting on Support group B to complete a task So is it possible to run a report that show the SLA breach happened while support group
CMDB and Asset
Please help me explain the relationship between Configuration Management Database(CMDB) and Asset. As I read "Unlike the asset database that comprises of a bunch of CIs, the CMDB is designed to support a vast IT structure where the interrelation between the CIs are maintained and supported successfully". Is asset and CMDB made by CI? And these CI with CIType "Track as asset" are Asset and all CIs (with CIType "Track as asset" or not) are CMDB that mean asset is Subset of CMDB? Could you give example
How can you export all the category and sub-category from the mange engine system
i am attempting to reorganize my manage engine categories that we assign to tickets and was wondering if anyone knew how you can export those categories so i could see them all listed. Right now my method is screenshot the category and its sub category and as you'd expect its extremely slow and not really working. So if anyone could help it would be much appreciated.
Report of workflow settings
I would like a report of the workflow settings for each of my service request templates. We need to make a change to each template and need a checklist as well as a confirmation of the settings change. We need to be able to see all the values show on the "Service Workflow Settings" page. We are currently running version 9214, but I expect to be moving to 9215 shortly. Best regards Dave
Tasks don't show up
After upgrading to latest build 9108, from the Home page, if you click on Show All, no tasks show up. this is also true for any requests that have multiple task associated with them. Database: MSSQL
ServiceDesk Plus 9207 Released
Dear Users, SDP 9207 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9207 SDF-62433 : Barcode Generation for assets. This initial version contains an option to add assets (bulk) by scanning the vendor barcodes, ability to generate and print new barcode labels, associate barcode with the existing assets. This feature is available under Assets -> Barcode section. SDF-61862 : Earlier, through Request Custom
Spam Filter Rule for top-level domain designator
Is there a way to establish a Spam Filter rule (under Mail Fetching) so only emails from .com, .net,.gov and .mil can create tickets? I'm trying to filter out the .biz, .tv, .info emails from opening tickets. Any guidance is appreciated.
LDAP over SSL User Authentication
Hi, We would like to delegate the user authentication to a LDAP server. SD+ supports this but I didn't really see any option to connect to the LDAP over SSL. Specifying ldaps:// as URI or port 636 as 'Domain Controller' results in an error. According to a response of a sales rep, SD+ does support it, i assume via java's keytool functionality. I did import the self-signed SSL certificates of our LDAP servers in the server/default/conf/sdp.keystore Now I see following output in the serverout log file
Adding a a new field type to Service/Incident Requests
I'd like to propose the option of having a label field type for the purpose of conveying information to the requester. This would be similar to a Text Box but would not allow the user to input data. Example: Above the "Call back number field" "Please ensure the person listed as the contact is available between 08:00 and 17:00." Above the "Select Approvers" field: "Please select an approver if you are not the budget owner." It would also be useful to have this under resources. Many thanks, Adam
Unable to install ServiceDesk Plus
Dear Team, I am unable to Install Service Desk Plus on my RHEL 6.1. After installing when I am trying to run run.sh it showing "Failed to start the server. Please refer logs for more details " Please Help. ManageEngine ServiceDesk-Plus Version : 9.1, Build:9118. Regards Gireesh Kumar E
problem managment
Hi why when i close a problem in problem tab the associated incident in incident tab will stay open ? in the other hand would explain the relationship between problem and incident tab in manage engine. i will appreciate your help in advance. regards
Business Rule not working
I have a business rule setup to categorize and assign an e-mail request to a specific analyst but the rule has never worked. I tried modifying it muoltiple times but never had much luck. Any suggestions? Build: 8217
Change SLA based on level
Hi Is it possible to change SLA when the level is updated?. We have service requests that might change from one support group to another but the SLA for the first group is the lowest and for the second is higher.
Dashboard Customization
Hi There, I love your Service Desk product and am very happy thus far. I am finding it difficult to work with the Dashboard unfortunately. Some widgets that are there are not needed in our environment and I would like to reposition some of them. It would be great if this is a feature that could be considered. Kedep well.
Business Rule not working
When OpManager sends an incident request to SD plus, I have a business rule controlling where the call is destined i.e. the support group, priority, impact etc. I have a condition set in the Business Rule that if the subject contains the word "Clear"then the call is nullified. However the Business Rule is ignoring this condition. See attached. The impact of this is that oPManager raises an incident to for the fault, then raises a seperate incident to say all is working again, which is a bit silly
how to reply to requester under inside to description box
Hi i want the requester see my answer under the description box in new incident instead of the replying via email to them. is there any option for this.
Link Problem
Hello, On a notification mails there is a link to the ticket like https://domainname/ChangeDetails.do?CHANGEID=4115 and its working fine but sometimes on some users (not on all users) its leading to the https://domainname/HomePage.do?SkipNV2Filter=true&CHANGEID=4115 when click it and opening the homepage not ticket. Last week we upgraded to the 9213 and there was not a problem like that before upgrade. Do you have any clue?
How to send email about what (fields and/or replies) was updated in the ticket with before and after value?
How to send email about what (fields and/or replies) was updated in the ticket with before and after value? We have Business Rules setup for higher management for critical tickets. Currently they are alerted whenever a critical ticket is created or edited multiple times but they find these alerts as not useful because they do not know what was being edited, they only know that it is being edited. We do not expect them to go to the ticket to see what was changed, it is expected that they see what
Report For SLA Escalation Rules
Hi, Could I please get the MSSQL query to run a report that shows: - SLA Name - SLA Response Time (respond within X hours) - SLA Resolution Time (resolve within X hours) - Level 1 to 4 escalation notification timing (e.g. 4 hours before, or 1 hour after, etc.) - Escalate To This would essentially be the data that appears in the Service Level Agreements page in the Admin module. We have many different SLAs, and it is time consuming for management to go through each SLA individually to review the SLA
Service Catalog > Resource Info Issues
Hi, We've just added a few questions to our Test system for a New Service Catalog service and added two Resource Titles in the Resource Info area. For some reason we cannot remove a one of these now that it has been added, but we can amend it, add previous questions etc. but cannot remove the Resource Title. When we click the Remove option we get "Cannot Delete. Resource is in Use". We've not even raised any requests for this so can you advise how we can delete this , or track down where it's in
Mobile login SDP [ SOLVED ]
Hi, We can`t login with SDP IOS APP, thought AD. Our AD authentication is working. We are able to login on the APP with the default Administrator but not with any domain account. We are using the latest Version 9.2 Build 9213. And every technicians has an API KEY. I can't to find an answer anywhere, i am really pissed with SDP, we ran into so many issues. if the application Auth is not working, am gonna replace this helpdesk with something else. Thanks for your help
Operation GET_REQUESTS is not supported
Hello, Why I get the below error while trying to get All Requests using GET_REQUESTS operation. My SDP current version is 8.0.0 build 8007. <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>Operation GET_REQUESTS is not supported.</message> </result> </operation> Thanks.
Product price a Mandatory Field?
From the help section of the Admin>Asset Management>Product>Product List page. Associate Vendor to the Product Click Vendors tab. Select the Vendor Name from the drop down. Specify the Price of the product. Both the vendor name and the price are mandatory fields. I understand the Vendor Name, for tracking purposes, but why is the price a mandatory field? The price fluctuates greatly over time. It would be simpler to make the required entry for the price on the Purchase Order form itself. Perhaps
ServiceDesk Plus 9213 Released
Dear Users, SDP 9213 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9213 : SD-63184 : The Issue ID SD-62071 "The following will be displayed as mentioned below for Requests in REST API: WORKORDERID replaced as REQUESTID, CREATEDTIME replaced as CREATEDDATE, RESPONDEDTIME replaced as RESPONDEDDATE, DUEBYTIME replaced as DUEBYDATE, COMPLETEDTIME replaced as COMPLETEDDATE, RESOLVEDTIME replaced as RESOLVEDDATE"
Hiden Group
hi, could you help me to hidden specific group from assign group and technician box as attche file. thank you
Notify CAB on Emergency Change -
I want to notify the CAB members on acceptance of an Emergency Change. In the workflow, I can select CAB under the notify section. But it is not the same CAB name as I have configured. So how do I control or find out who the CAB is in the below?
Multiple sites, multipe email accounts assigning
Hi Is this possible with Service Desk Plus? We have multiple sites with engineers based on site and their own helpdesks: Business1, Business2, business3 etc. With our current setup we have an email address per helpdesk, IE bus1@support.com, bus2@support.com etc. When a customer emails a certain address the ticket goes to the corresponding help desk, i.e. bus1@support.com will go to the Business1 helpdesk. We would like to use one Service Desk Plus (community version) with several sites set up and
Reporting_to parameter in Email id(s) to notify field
Hi all, in incident default template I added "Email id(s) to notify field". Now I need that this field is populated with $Reporting_to$ value when a Requester open a new incident or request. Example: Requester1 reports to Requester2 (see attach1). When Requester 1 open a new incident/request I want the "Email id(s) to notify" field contain Requester2 email address (see attach2) Is this possible? If yes, how can I do? Best regards, Sutot
Setting up a Service Catalog Request Template with Tasks triggering sequentially
Hi, I am new to ServiceDesk Plus (Version 9.1), right now we do not have any service catalog request templates that the workflow tasks are not "kicked off" until the parent task is closed. I created the new template, added 34 tasks to the workflow, set the dependencies for each task. (Task 2 is a parent to task 3). However, when a test request was created, all 34 tasks were generated, emailed, and their status is open. So task 34 could be closed by the assigned group before the previous tasks are
Request Template with Tasks in workflow
We are on version 9.1 and just tried to create a request template in the service catalog with tasks in the workflow. The tasks are setup so that task 2 does not open until task 1 is closed/completed. I have the "trigger" set, and map dependency looks correct with the parent/child task. However, when I created a test request, all 36 kick out at the same time and assigned to the proper groups. So someone could close task 8 before task 1 is completed. I have read through the forums and the admin
Integration With Service Desk Plus
Hi All we are developing nowadays system called " Electronic Case Management " for government department , this department has Service Desk Plus System we need integrate with Service desk plus as next : 1- when request is created in service desk plus , we create request in our system 2- when update the status of the request in service desk plus ( from open to on-hold or resolved or rejected or closed ) , we need update the status of the request in our system 3- when action performed on the
SDP Backup failing
I am getting the following error on our test SDP system: Any ideas? Thanks, Roy Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [ServiceReq_SW] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1495)
Streamlining Standard Changes
Ensuring all changes are captured can be a challenge to many organizations. One of the ways to overcome this is to make the process as painless as possible. We'd like to have the ability for Technicians to mark a Request or Task as a Standard Change without the need to create a formal Change ticket or cycle through the Change stages. There could be a button under a Request or Task to mark the ticket as a Standard Change. This would seamlessly create a Standard Change ticket without the need for
retrieve template data dynamically
A custom templates is created from the ServiceDesk portal. Now I'm trying to add requests to the servicedesk plus using REST API . At first , in my portal page , i present to the requester the names of all servicedesk plus services templates ( PC maintenance , slow in internet ,..... etc ) , I want when the requester select service template , my system retrieve the field's names to the selected template dynamically ( default fields subject , description , priority , status ,..... and custom fields
is it possible to change "service category" in existed service request?
we can do it in existed incident but I cannot find such possibility for service request by edit it. This field is grayed out. thanks!
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