Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
requests
Is there any tool which can leave group reminder but per request... for me important is that it could pop up. that's why notes is useless for me, I need it to pop up
Service Catalog - Is there a list collector field type in SDP?
I am currently building a service catalog that requires users to select 2 or more options from a field. An example is -- I want the user to select 2 or more countries from a list of countries. However, there are approximately 196 countries in the world today and using tick box will consume too much space in the UI. When I was working with Service-Now a few months back, there is a field type called: List Collector. Is there a similar feature in SDP? The list collector looks like this:
Has anyone experienced problems with custom translations in SD 9420?
Some of our custom translations aren't translated anymore, after we updated to 9420 or maybe 9414 before that. Has anyone else experienced the same thing? Trying to figure out if I should create a support ticket with ManageEngine... /Rasmus
Add user instructions to Incident Template
We are having continual issues with users not logging all the information we need to solve their problems. I would like to add some text instructions to the incident template with a list of information that should be included if relevant. Is there any way to add static text that is not in a field onto the template? Alternatively I could add a multi line text field that is not editable, that has the instructions as default- however I would need the field to go across the whole width of the form (same
Implementer cannot see changes on calendar
When a user is the implementer and not the requester on a change, they are not able to view see it on the calendar.
Export to CSV
Hello Support, I am looking to create a query to export data within a certain range to a CSV. The information I am looking to have exported is Category, Sub-category, Request Mode, Technician, Created Time, Completed Time, Subject, and Resolution. Please let me know if you require more information. Regards, Chris
Attachments being embeded
Hi, We have a requirement sometimes for email attachments (*.MSG) to come into Servicedesk as attachments, yet Service Desk Plus trips the attachment and embeds it into the email. Do you know how to keep these from being embeded?
technician rule for ticket status
does anyone know if there is a way to auto set the ticket status when I assign a ticket to a certain technician. I have 40 technicians and some work nights i would like to change the status from open to something else without having to go into each ticket. i looked in business rules those only work for new incoming requests
Making some fields mandatory when closing a particular template
I need my technicians to fill out some extra resource fields when closing one particular template. I tried to get this to work in field and form rules but it would not work. What is the best way to do this?
Notification
We have a scenario where for ex: Training Dept to setup some laptops on a specific date in the training room through Calendar. The Help desk techs get the request when it is created and it is sent to them as an email. Now, is there a way that all the tech can get notified 1 hour prior to the training so someone does not forget that a laptop needs to be setup and in that way at least someone takes care of it, if the main people who accepted to set it up are not available, I hope I am clear in this,
Backups Take FOREVER!
Is there any way to improve the backup process? After finally upgrading our Production servers to 9414, it was just a drawn out process. Add to that the fact that I do these updates over a remote session, I have to watch nothing happening while I make sure my remote session doesn't crash. So I have a couple of points to suggest more like a rant with purpose. 1. If you are going to check for ANYTHING (in this case the master key) do it FIRST!!!! Don't make me wait for 20 minutes, ask for my key, then
ServiceDesk Plus 9420 Released
Dear Users, SDP 9420 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9420 : SD-71359 : Configure Agent's TLS Protocols and Ciphers to secure communications from within the Agent side. Configure it under Admin >> Windows Agent Configuration >> Settings. SD-73273 : Field and form rule configured with the "enable field" action for incident template does not get applied to request form. SD-73254 : Asset
AD Import schedule once an hour instead of once a day
Hello, We add employees quite often and have to continuously manually run the AD User Import process in SDPlus. Is there a way to schedule the AD import once or twice an hour, or perhaps is there a command line that I could script myself? Another option would be to have a one-click shortcut that would import users with the existing OUs already set. The current method of drilling down multiple levels of web pages is cumbersome and time-consuming. Thanks!
Get Attachments from REST API for version 9.0
Hi, I have a problem with getting file attachment and file attachment list API The service desk plus version is 9.0 My API address is https://request.fanap.plus/api/v3/attachment?format=json&TECHNICIAN_KEY=4AB1C943-9E69-4F3A-B91A-07E291CAE2F6&INPUT_DATA={“ATTACHMENT”:{“REQUEST”:{“ID”:”160”}}} and the response is { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Input data with entity and entityid
Emails to Notify after Approval
Is it possible to configure the mail notification in Emails to Notify to only be sent when the request is approved by the Approver?
"Configuring Role Based Approvals" - ServiceDesk Plus - OnDemand Cloud
Is this possible in the Cloud (OnDemand) version of ServiceDesk Plus?
Approval Workflow
I have a need to manage several approval tasks as follows; 1. Ticket created by person A 2. Approval Sent to Person A's Manager 3. Approval Sent to Person B's Manager (Person C) if conditions are met (if field x is Yes add this approva) 4. Approvals never to reach beyond Person C (so if person B creates the requests and reports to C then it only sends one approval) I can acheive 1 and 2 through $REPORTING_TO$ in the approval task but not sure how to aheive the rest. Would be happ if the condtion
How to add columns in the template that allows you to write and others that do not.
Good morning team, I'm creating a template and I need to put a table as attached image, where the first and second names are fixed, and the last line allows you to enter numbers. Is it possible to do this and if so, how should I do it? BestRegards Eufrásio
Data Look up
I have placed a new field on an Incident template which I want to be populated with details associated to the requestors name, the information required is on the user table, is it possible to do this in SDP?
Scanned Software not loading
Hello All, When I click onto the Scanned Software portion of SD I receive the outlay of the page but the scanned software never actually loads; it gets stuck on "Processing...Please Wait...". Most likely a browser related issue but I have the latest versions of IE & Java installed so I'm not sure what's causing the page to hang. EDIT: I have tried using Google Chrome & Firefox and both come back with the same issue Any help would be greatly appreciated, Ryan
Enable Requester to see the Change Requests tab..
Can you please advise how i can give the Requester an access to see Change Requests tab ? Is there a way to enable this ?
IT analytics in 90 seconds: Technician leaderboard
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Merge Requesters on SDP 9400
Hi. Is there a way to merge requesters on the new SDP 9400? Thanks.
Software: Do not count Freeware or shareware as "Under Licensed"
Any software marked as FREEWARE or SHAREWARE always shows as under licensed when no license is required. It is unworkable to treat Freeware and Shareware as Managed software and allocate thousands of "junk" licenses. Therefore, any shop with a windows hotfix, Adobe Reader/Flash or any other freeware has no feasible way to manage software licenses. IMHO this is a severe defect. I cannot believe that is has not been addresses.
Decrease account unlock threshold
I would like to decrease the account unlock time period from 30 minutes to 15 minutes. However when I try to edit "Reset the account lock in "box" minutes. I get a error "Unlock time period is restricted between 30 to 3000 minutes. I a have attached a screenshot of this error
Email to Purchase request
We have some email template that users can complete and send into the servicedesk, How do I get SDP to recognise this type of email as a service catalogue type rather than an incident? As its an incident I don't have the option to create a New Purchase request from the ticket. I have looked at business rules but cant see anything that works. If I look at the incident and under actions if I use the option "convert to service" it then gives me this PR option but I would like to have this applied automatically
Dashboard NOC style display
Is there away i can display a custom dashboard view to a TV screen without having to login as a user? Also is there away i can add other module widgets to is single display? eg Helpdesk graphs + Asset + porojects? Thanks
Error Notifications on ServiceDesk Plus
Hi, I'm having problems: 1. I installed SDP on linux, when I created and assigned a requirement for a technician, that technique did not get the message on the bell. 2. On version 9.4 Build 9416, when I login with users, the system displays the live chat feature, but when logged in as an administrator, the system displays as chat room. Thanks for any help on this topic
Account Requirements for ManageEngine ServiceDesk Plus Service
We recently had to change the service account for ME ServiceDesk Plus. Since that time, we have not had a successful backup. I am pretty sure these are related. Can someone tell me if there are more requirements for the service account?
No longer able to log into Mobile App on Android
After upgrading to Build 9416 and updating Android client to version 4.6 I am no longer able to authenticate with SD+
Time spent report on associated with projects requests.
Hi All! Could you please help with report that will show time spend by technicians on associated with project requests grouped by project id? Regards, Bogdan
Mail fetching sttops
Since we upgraded to 9.4 Build 9418 mail fetching stops unexpectedly. Any idea why?
How to unassign requests in ManageEngine
anyone know how to unassign a group requests that have been assigned to me? i just want to put them back in the general queue.
Customize the request form on ServiceDesk Plus
Hi everyone, i want to ask: 1. Can I customize my display information? (attach) 2. Can I set the Due Date field in the request form?(I do not want to assign that job under the SLA) Hope to get help Thank you very much
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
Support groups
Can tickets be allocated to Support groups . Support groups have been set up but i cannot seem to allocate tickets to that support group i would like my technicians ti pick their own tickets from the support groups that has been set up
Bypass BackUp for ServiceDesk Plus v 9.3 build 9335 for Upgrade to 9.4
I already conducted the full backup for the ServiceDesk and I waited 6 hours for it to complete. Then during the upgrading process it says that it recommends that you backup the system again and it automatically performs the fullbackup, which doesn't make sense if the instructions are to do a back from the start and then run the update manager. Is there a way to bypass it the 2nd time so we can just do the upgrade only? I have edited the file UpdateManager.bat I run it and it still doesn't bypass
set field value
Hi all, here is the scenario, in short: I have a service request with five tasks each for diferent technicians or groups. Tasks are assigned to technicians automatically based on created dependencies. Technicians can not acces request details based on group membership and permissions but I need to provide some informations to them. For example I would like to set request description value to description of assigned task. Or value from resource item on request form to set as description or comment
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