Additional Notification Rule for Request Closure Details Comments
Hello Our Requesters can Close a resolved Request with the Close Request Link and leave a message. It would be very useful if there was an additional Notification Rule for the technicians to send an email with the comments of the requester. e.g. the company director leaves a message and nobody is going to read it, because the technician is not going to check the resolved requests. (see picture in attached PDF) Regards, Markus
Feature Requests after going live...
We recently went live with ServiceDesk last month and thought I would compile a number of issues that have come up that have come to me as requests from technicians using it or are obstacles I have faced --some of these might already be on your product roadmap. Business Rules - Trigger rules based on operational hours Trigger rules based on ticket status Make available the shared fields under Service Catalog Business Rules that are under Incident Business Rules Change- Make the Change Calendar
child task doesn't start
After update SDP. Now present version 9.2 build 9204 question: After the request opened, starts the pearent task. After we closed parent task, the child task doesn't start. If will press "trigger" child task, error will be shown "Cannot trigger tasks which has parent. [410]" 410 -id children, not id Parent
User Notification Emails
After several years of using ServiceDeskPlus we've decided to turn on user notification emails. We wanted a user to get an email whenever a request is updated or closed. Closed is fine (we actually send out a survey as well), but we're struggling to see what counts as an update. Closing the call seems to count, but adding a note or work log doesn't seem to trigger it and we're trying to make it as easy for the user as possible without requiring them to login to see updates.
update Assets from csvfile
Hi Is it possible to update assets data from csv file ? I would like to updates Acquisition Date and Warranty Expiry Date based on Service Tag.
Remove Waiting Approval from Self-Service
Hi! Does the ManageEngine has a way to remove the "Waiting Approval" from the Self-Service Portal? (Requester Home Page) I Don't use this feature and I want to keep just the Pending requests. Is there a way to do this? Thanks!
API. Powershell. Techician not put in new request.
Hello. I use the API to create requests. To create a request using Powershell: <Operation> <Details> <subject>" + $subject + "</subject> <requester>Робот</requester> <description>" + $description + "</description> <site>Широтная (shi)</site> <technician>Пятов Владимир Александрович</technician> <level>Инцидент</level> <category>КИС</category> <subcategory>1С 7</subcategory> <item>Ошибка репликации - РИБ</item>
How to give permissions to users in a site to view assigned tech and priority columns?
Our IT Department is new to ManageEngine and we are still learning all the features. One thing we would like to do is to give permissions to ALL of our users to see their assigned technician and priority. Right now we have configured all users to see all requests within our site but I have not seen a way to configure where they can see their tech and priority as stated above. Right now, those columns says "Not authorized". Is it even possible to to give those kid of "permissions" or "views". Thanks
Technician Groups
How does one create more groups for the technicians. Out of the box there are 3 available groups for technicians: Hardware problems, Network and Printer problems. I can't figure it out. Thanks in advance
Update 9207, is it safe?
The subject says it all... -Ross
WorkLog Tab
Good Afternoon! I have just recently upgraded our version of ServiceDesk Plus from 8.1 to the newest 9.1 Build 9114. Is it possible to have the WorkLog Tab placed back where the Tasks log is or to add it to the end of the list? Thank You! WIlliam
technical problem
How i create the users from active directory
Topic list disappear by IE11 SDP9206
Hello, I update SDP from 9121 to 9200 and 9206. Solutions Tab Topic List disappear by IE11. Solutions Tab Topic List appear by Firefox 44.0.2 Could you please teach me about setting IE11 to appear Topic List. thanks Mitsutoshi.
display the name of approver
Hi, There's the email address of approver in the request 'approvals' tab. How can we display the name of approver ?
REST API for Solutions
Could you add a REST API for Solutions? Get solution by ID Search in solutions (by title, by tags, by author, by add date, etc.) Add a new solution Edit the solution etc. Regards, Dimitri
Recurring Incident Triggers Problem
Dear ServiceDesk Plus Team, Hope you are doing well. Can a recurring incident automatically trigger the creation of a new problem with the same title? If yes, how can we do so? Thank you in advance and have a great day. Regards, Ahmad
Add to Junk Sender Quick Action
I know of the spam filter. A better way would be a quick action to delete the ticket and add the sender to the block list.
Form: Save and return
As we ramp up our entire Enterprise Operations team with ServiceDesk, a request came up from our HR department when submitting forms. In this case we have a Recruitment form that Managers complete and submit to HR. Most of the time the Managers have a partial idea of the activities, budget, and responsibilities of the new position but still have some outstanding questions. They prefer to get the process started and submit an initial paper request to HR to begin the formal approval process. Now with
Automatic Close - Open Request Link
Hi Dear , I have many requests from customers about the mecahnisem of Automatic Request Close . currently when the Technician Resolve the request , an email will be sent to the Requester asking him to either Click the Link to Close the Request or reply to reopn the request. The problem is the Requester used to reply with "Thank you" email to this notification email , which cause the Request to be opened again. The customers ask if it's possible to have another link to allow the Requester from re-oppening
SPD notifcation rules mail bounce between two SDP setups
Hi, We have a problem where both we and a supplier to us use SDP. What happens when one of us sends a notification where the subject contains ##caseidnumber##, it will interpret it as belong to a previous case in either installation of SDP. It may also bounce back and forth, creating a new case each time for all eternity till we shut down the notification rule not to send a notification if a new request is created. Somehow, it doesn't look like the Junk Notification filter is working even though
Urgent - Unable to find requester
Hi, We are trying to search for a requester to convert them in to a technician, however I am unable to find them in Admin > Users > Requesters list. I always search for them by surname, but that does not return the right person. I have also looked through all the requesters we have under the M, but they do not appear. I can log a ticket under their name as a requester, so they appear to have been imported from AD and have even double checked to ensure they are not already a technician. I have tried
Please allow the ability to re-order fields inline
It would be good as we build forms to be able to reorder items as needed. The most common need might be to sort alphabetically. As an example in the image below. Often if we add more to a list we need to start over. Or if this ability is available...I confess I have not found it.
Error java / restoring data
Hi guys, I got the problem below when i try to make a restore of database in ubuntu server. INFO: Going to reset rootDir using server.dir Exception in thread "main" java.awt.HeadlessException: No X11 DISPLAY variable was set, but this program performed an operation which requires it. at java.awt.GraphicsEnvironment.checkHeadless(Unknown Source) at java.awt.Window.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source) at java.awt.Frame.<init>(Unknown Source)
When updating a request with a resolution, status does not change
Hello, Recently I have noticed that while attempting to resolve several requests, when I enter a resolution and select the status change to be "Resolved" that the entry is saved, however the status remains open. I must then, edit the request and change the status to resolved again for the action to take place. Perhaps this is only a case of me being impatient? The next time I notice this, I will wait to see if the status changes. I haven't noticed this happening before. The request history for
Report to include most recent conversation?
9.0 Build 9039 on PostgreSQL I've created a custom report showing all open tickets and included a few relevant fields; this works fine. The report is used in weekly helpdesk status meetings. However, I don't see a way in the GUI to select something like the most recent non-System conversation. That information would be helpful to be able to show what the most recent activity was on the ticket. That way in one report I could have RequestID, RequestMode, Requester, Subject, Description, Request
Unable to Change as Technician for requester after AD import
When I go to the Edit Requester form for the person that needs to be a Technician I don't see the task labeled 'Change as Technician'. It's not under the Actions tab on the list view either. We are using ServiceDesk Plus MSP 9.0 build 9003 Thanks!
Import Vendor list
We have over 100 vendors on a spreadsheet. Is there any way to import this into SDPlus?
Conditional Change Approval for a Change Request?
Is it possible to have a change template that has a stage which includes the Service owner (populated from the owner in the service catalog) and, if that field is populated, to require approval from the owner within a stage? Thanks, Adam
Can't add multi user for chnage rules
Dear All Seeking your support to solve below issue as I can't add more than one user per change role (ChangeApprover /Line Manager/ ........) Product Name ManageEngine ServiceDesk Plus 9.2 , Build 9201 Database : MySQl
Linking the Change Module with incidents
Hello, Is there a way to integrate the original incident with its associated change, we need the status updated in the change to be also applied in the original ticket? Regards, Hana
Roles for Change Management
Dear all, Is it possible to assign Change Roles to non-technicians? We would like to provide a change request form for all users. therefore we want to enable that every user can open a change request. many thanks kind regards Sladjan
windows 10 agent SDP compatibility
Is Windows 10 compatible with SDP because when i want to install the agent it shows an error
Query report that combines Problem and Request fields
Hi, We need to create a report that returns Problem and Request data based on the status of either being equal to a common status value. Is this possible? I've tried to write my own solution, which seems to logically work, but throws an error when trying to run - is it possible for an expert to troubleshoot for me or advise if what I'm trying to do is not possible? I've seen no examples anywhere where Problem and Request data are returned in the one report. The query follows: SELECT "prob"."PROBLEMID",
Create a report for worklog from last week
Hi, I try to create a report where it sums the worklog from all modules for this week so it shows likewise as attached picture without the status so it only shows the total time the technican have logged the week. We are using Version 9.2 Build 9205 PGSQL
Upgraded to 9.2 Build 9205 and now get "An error has occurred" when closing tickets
This issue happens on just about every ticket closure.
Scanning Lexmark and Sharp Printers
When scanning Lexmark and Sharp Printers(many different models) using SNMP it does not retrieve the Device Serial Numbers and the CI Name from the Sharp Printers. Is there a way to get this information. It works for the HP printers we have. Here is a screen shot of 1 of the Lexmark and 1 of the Sharp printers we have. Thanks
Notifications tabs do not work
Hello, If we go to Admin -> Notification page, the tabs Request, Solution, Task, and Mobile Push Notification etc are visible but not clickable. Chrome, IE give an error when we click on them. See attachment for the error. Discription: Failed to load resource: the server responded with a status of 404 (/custom/scripts/CustomScripts.js) sd_setup.js?9109:13 Uncaught TypeError: Cannot set property 'className' of nullchangeNotificationTab @ sd_setup.js?9109:13(anonymous function) @ VM1334:1 We are currently
problemas con la notificacion de expiracion de clave
Hola, en el ultimo tiempo, los usuarios dejaron de recibir la notificacion que la clave vence en el tiempo proximo. He revisado la configuracion del mensaje (a los usuarios), pero no veo ninguna falla. agradecido desde ya por vuestra ayuda. Daniel
Problems with service requests in certain Services
Unable to create service requests in 2 certain Services. Other Services are working. Support file attached. Problem occured after update to 9204 from 9114 - as required 3 stage update.
Portal Usage Section - What do you use it for?
I'm trying to figure out the best use of the 'Portal Usage Section' on the right side of the Requester's home page. My initial thought is to include links to documentation about SDP or links to forms that are not integrated with SDP. Has anyone found an effective use case for this section? -Brandon
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