Report Issue
Hi, I have an issue with report , when I try to create a report from report module and after generated the report I can view the link for request or when I click to request number will going directory to the request but not no link for request or when I click to request ID not shown any thing. Best regards
Need help: technician respond ticket and who is technician resolved the ticket
Dear Sir/Madam I need to find query report that will tell me who is fisrt technician respond ticket and who is technician resolved the ticket. For example: Thanks Best regards, Kurniawan
Send notification to requester
Is it possible to create a business rule and send a e-mail to a requester. Currently it is only possible to create a business rule and to send the notification to a technician.
Service Request workflow - Approver is in a different "department" than requesters
The approver of this service has a very specific overlap with the department the requesters are in. We have an operations department. Employees there will request a data change. One kind of Data change is approved by their department head, the Director of Operations. The other kind is approved by a VP of Accreditation. This VP is in charge specifically of this kind of data change. In this respect she is the supervisor of the Director of operations, but in reality the VP of Accreditation is in a different
Sharepoint form
Hi Dear Support How do I make requests for SharePoint service desk application form?
Location URL field
Hi, how can create new fields to wright URL when we try to insert hyperlink should show 2 field one for address and one for display this text as attaché file .
Direct link to tab issue in IE
Has anyone else seen the issue where a direct link to a tab is no longer going to the tab, but instead goes to the homepage? So for example, opening up IE for the first time and clicking a link to go to: "http://my_service_desk_server/ContractView.do " won't take you directly to the contracts page anymore. This will bring up the home page. After the home page is up, if you try the link again it will work. It didn't used to be this way, and now none of the tabs can be directly linked when they are
Gallery widget add on
Is it possible to add a gallery from our intranet? Regards,
remote control on computers on a VPN
we presently have computers at satellite offices that connect via VPN and have the agent installed. Is it possible to connect to the machines when they are on the VPN for remote support? Presently we seem unable to connect to them despite the machines showing in the asset list with full details. Any help appreciated.
Extra email sent to technician
One of our technicians got an extra email and I think it is a bug. The tech got a 'your ticket has been updated' email when the request was closed, he is not the original requester but was cc'ed on the email that created the request. See the attached pics for more info.
Import tickets and answers (conversations) from OTRS to service desk
Hi, is it possible to import tickets and conversations from OTRS ? I found import, but, I can only import tickets, or each conversation as new ticket, which is not an option. Regards, Branimir Pranjić
Service Catalog - Additional Fields
I have a problem on 9020/MSSQL whereby when Service Catalog items are being designed and you add an additional field through the designer these sometimes disappear and merge into an existing one. It's slightly annoying as the item simply disappears and merges with another you've added. It doesn't appear in the main list, so you have to delete what it merged with as well if you can figure it out ! Example: Add additional fields A & B through the designer, B disappears and when you view the main list
Can 'Group' be auto populated when Technician name is selected
Hi I wonder if this is possible? Thanks in advance Sonia
Design a report for average completed time of Service Requests
Hi I need to prepare a report with present me the average completed time in a date range between Date A and B for any service request which is grouped by the following fields: Site Category Note: I do not care about the other fields within the report. Regards, Javad
Transfer subcategories
Hi, How to transfer an existing subcategory from one category to another category? Thanks!
Approval reminders
Hi There, Is there any way to set reminders for approval task in Service desk plus. Some of our tickets pending for approval for long time as there no reminder set to the person who approves it. Thanks, Kumaran
Changes tab - More customization needed
Please consider the ability to allow more customization in Change management. In this example, instead of plain text entries, the ability to choose between style options like; Text Drop down Check List Task ( Not just adding to Implementation tab) etc..... To add another example, for me a REAL checklist under the check list field or perhaps one for my roll out plan would be beneficial for me. Image of area I am referring to;
Technicians name not showing up in worklog
We have a single technician who can no longer chose his own name when he is adding a worklog to a request or change. Normally his name would show up as default in the worklog, when he is assigned the request, but this is no longer the case, nor is he able to choose his own name in the dropdown box. The other technicians cannot see his name in the dropdown box under worklog. We running on 9.2 Build 9200
how many request has been closed by technician?
Hi Dears I need a report to show me each of technicians how many requests has closed in the month i need : group technician month number of request that he/she closed in the month Thanx
Resolve button for a Service request
Hello, Is it possible to have a resolve button inside a request similar to a close button? Thank you! Best Wishes Berkan
Using ServiceDesk for other departments?
Does anyone use ServiceDesk for multiple departments? In my organization it is currently being used primarily for IT requests, but we're thinking about implementing for the HR team to do case management. Would appreciate different perspectives on if it's suitable (I think it can work) and any tips on implementing this scenario.
Zoho Reports - Reporting on Item Field
I think I found a workaround to reporting on a field that isn't pushed to Zoho Reports. The one I needed was "Item" which doesn't show up in Zoho Reports. What I do is have Zoho Reports refresh every 2 hours. Gets me everything I need except for "Item". Then I schedule a report from SD+ to send a report of just "Request Number" and "Item". I then manually add that SD+ report into Z Reports. Then using a lookup column I combine both the auto uploaded SD+ data with my new report and create the reports
Approval does not work correctly
Hi, After upgrading to 9.2 is not possible to re-submit a request for approval for one employee. Possibility of re-negotiation is constantly used in the work, now it is impossible. How to fix it? Thanks.
Service Desk Plus Login
I am setting up Servicedesk plus and am using AD authentication for the technician login. I have disabled the in built admin account. I have been out of the office for a couple of weeks and have returned today to continue the configuration. However, when I attempt to login with the technician login, it takes me to the self service portal instead of the technician login. All my technician login's are doing the same and I can't log in to the product. Has anyone come across this?
upgrade servicedesk from 9204 to 9409 failed
Hi, today I wanted to upgrade our test server to version 9209. Upgrade went fine. Started the service again, it started. Briwsed to the server, page not found. Stopped the service, started the application with bin\run.bat. Got the following errors in the console (and wrapper.log file): STATUS | wrapper | 2016/04/20 12:04:45 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/04/20 12:04:45 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS
Application Layer Started....
Hi, I'm trying to install ServiceDesk Plus free for evaluation on a plain Windows 8.1 entreprise (French) Pc. But, when I start SD, a lot of things seems to start, but hang with message "Application Layer Started..." I've read on Forum to try to launch command "run.bat" from C:\ManageEngine\ServiceDesk\bin folder and I'm having this message: Port 8080 occupied Do you want to enter a different Web Server port ? Enter y/n y Enter the Web Server port 80 Web server port was occupied initially. It is
import data from external application (exchange, lotus) to the SD+ calendar/schedule
Is it possible to import (via import file or via SQL) calendar related data into SD+? Instead of entering holidays and leaves in both our calendar application AND SD+, it would be fine to import events into SD+ Thanks for any hint Best regards
Privledge to mark FCR
With the ability to mark requests and incidents with FCR, is there a way to limit the ability to do so? Within the Technicians, is there an way to turn on or turn off the ability to be able to mark a request/incident with the FCR flag. If there is currently not an option, Then any technician, who does not take phone calls, can use FCR.
Homepage change
How can i customize my homepage appearance? I only need a quick access button to make a new incident i use Servicedesk plus v9.2
Service Control Manager
I apologize if this has already been a topic but I just installed the latest version of the ServiceDesk plus and I am getting an error in the event viewer stating "The ManageEngine ServiceDesk Plus service is marked as an interactive service. However, the system is configured to not allow interactive services." This started happening after windows updates I believe as it was working before that. Is there a way to get this fixed?
Setting 'Status' in template
When in form design, we set the 'status' field to Mandatory, uncheck 'Requester can set' and check 'Requester can view'. After saving the template, we go to the Requester view design, drag the status field to the layout and save. when we go back to the technician form design, the 'Requester can set' box is checked again. when we uncheck it and save, then go to the requester view, the status field isn't on the layout anymore. see attachments:
SSO not working
Hello, We are trying to setup Active directory Pass-through authentication by following this link http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html . However, it does not seem to be working. We still see a pop up window asking for login. I see that the computer account has been created in database and Active directory-> Computers. Can somebody please help on this SSO setup, it will be really helpful for our users. Thank you, Usha
[SOLVED} Requests -> view all requests that are not finished
Hi Is there a way to view all requests that are not yet finished (= closed or solved). If I choose All requests, I also get the requests that are closed / solved. If I choose Open requests, I only see the requests with status open; the on holds are hidden, though... Thank you for your answer
##42## - do I need to keep this formatting?
Plain and simple How does ServiceDesk recognises a Technicians reply to a mail? How does ServiceDesk recognises a Requesters reply to the Technicians mail to the original mail? or: Do I need to keep the special ##xx## formatting in the subject of the mail? Or can I leave it out / change it to ||42|| e.g. Thank you for your reply
I need a report to get the Ticket On-hold duration.
How can I get the ticket on-hold duration?
Android App - No Description
We have ServiceDesk Plus, 8.2.0 Build 8207, and running ME SDP v2.0.2 on Moto G 2nd gen I have managed to connect via the Android App, but when I view my calls I get nothing in the description field ( screenshot attached ) Although I can see the subject field, I need to be able to see the description aswell. Thanks Andrew
Last time software used
Hi Team, Do SDP has added the feature to fetch the date and time for the software last time used? Regards, Onkar Mundalik
How to Edit Email to Notify field or Requester Details fields in my Request Template?
Hi, I'm trying to setup a template that will automatically set up an address to notify if the template is selected. To be specific about where I'm looking, in version 8.1.0 (build 8121), if you click on the Admin tab, then choose "Incident Templates" from the Helpdesk section. Then choose a template (in my case, I've chosen a pre-existing template we've created). Inside the template page itself, there is a section called Requester Details which contains a number of fields. I would like to be able
SDF-61437
Hi, Can anyone please explain what does the announced feature "SDF-61437 : Option to hide solutions for Requesters" actually do? I haven't found anything related. Thank you
Bulk Importing Data into Manage Engine Service Desk PLus
Where can I get a download list of of these service desk import templates.,CSV with the correct field 1. Category and Sub Categories 2. CI relationship 3. Printers 4. Laptops 5. Workstations 6. Tablets 7. Switches and Router 8. ETC I would like to capture my data into excel but I cannot not seem to find the template or format of each of these. PLease assist me. Thank you
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