Task Management
I suggest that task shall accept attachment.
As a Technician - how can I view requests that I initiated?
As a Technician - how can I view requests that I initiated/requested? If I select "My Open" request I only see those where I am "Assigned To".
Where forwarding or replying to an email in a ticket, include the last updated user/time/date
When forwarding or replying to email stored inside a ticket, could the last updated time, date and username be added between the existing text and the text I am about to add. Basically have the same behavior as I would expect for an email package when doing the same thing.
Task notifications contain comments from another task
When a task is assigned the comment in the notification email is from another, unrelated task. For example I create Request ID 12286 and create and assign a task which gets Task ID 6452. The email notification that the assigned tech receives has the comment from Task ID 6439.
Report to Show Customer Interactions
Hi, I'm looking for a report that will show me each update, either a 'Reply' / 'Forward' or 'Note' added to a ticket. We need it as we have a KPI to keepthe customer informed in the ticket process x times a week. It would be the same details as you'd effectively see if you goto a ticket and select Print. Can this be done ? Ian
Difference between "Service Category" and "Category Services"
On the Incident template you have the option to have both "Service Category" and "Category -> Services". But what is the difference between these two option?
What is the difference between resolution and solution?
We've been using our solutions area as a knowledge base like a wiki for the public viewable stuff and for the technicians only it is used both as a wiki and knowledge base for various processes. I'm struggling to understand what the Resolution area of a ticket should be or could be used for since we have not yet been using it so no experience to date and we've been using this product for over 4 years now. I was thinking, in terms of programming languages, it could be used much like the "final" block
Assets - Servers aren't being scanned for changes
Hello, Current Build: 8100 We have a number of servers that are not being scanned. Also, some of the servers are virturals. Our workstations seem to scan with out any issues for the most part. We are an Active Directory environment Does anyone have any idea of things that I can check on the servers to get them to scan ?
Cannot authenticate with AD
Hi, I installed SDP and configured the AD authentication. I also imported the users, but I cannot log-in using the AD. Can you understand what going wrong? I attached the logs. Regards. RD.
Reports: show a report with assigning technicians
I need report show assigning technicians. can you help me please??
Rearrange Home Screen
Can someone identify which file I can edit to adjust the layout of the main page for Requestors? Specifically I'd let to get rid of the far right column where the video link currently lives. I've tried to find it myself searching the directories for the title and even the name of the css value used, but I can not find it. Thanks!
incident template
hello i'm trying to add fields to an incident template but i'm facing two problems 1- the text choice in the field to add is turned off 2- i have repeated field in for a parent field, so after finishing the design and saving, i find the template has removed many of the fields
Reply to closed request action not working
Hello. In Self Service Portal Settings, under "When the requester replies through E-mail to the closed requests. Perform the following:" None of the options work. I have enabled "Append the reply as conversation to the request and notify technician." and tested on multiple requests, and if the requester replies to the Closed Ticket notification, the reply doesn't get appended to the conversation and the technician doesn't get notified. All other email functions in SDP work fine. SDP 8210 Thanks
No email received when assign a ticket (8201)
Hi, I updated to 8200, then to 8201 last saturday. Then, my team reported me that when a ticket is coming an unassigned first.. if "technician A" assigns this ticket to "technician B", the technician B never receive a notification by email warning him a ticket is assigned to him. I correctly checked in the Notification Rules and "Alert technician by e-mail when a request is assigned." is correctly checked. This error (not notifying) occurs only at first assignment, because i tried to assign
CMDB Recommendations/Improvements
We are starting to use the CMDB configurations and poulated the servers. We like seeing the relationships of the CI/CMDB to get an idea of the relationships, however wqe cant view those relationships from within a change order when an impacted asset has been assigned. That would be great if we can somehow access the relationship from within the change. Also When CMDB have a change associateed to them, you see an exclamation mark meaning there is an upcomming impact. it looks like ! this
Report per user (requester)
Hi, in my company there are Sales department, IT support dep. and the others less relevant in this case. Account Managers (members of Sales) are creating requests and I need a report per manager. I created a report very similar to what I want to achieve, but in this report all requesters are present in the report. As you can see in my example in attachments, I have Requester 1, Requester 2 etc. and they're all-in-one. The thing is that I want to create monthly reports per specific requester (separate
On hold status change when requester replies
Hi there, Could someone please clarify the following option in the SDP Self-Service Portal Settings? It suggests that the on hold status will change to open when the option is set to yes. But does this only apply to the on hold status or to all statuses for which the timer is NOT running (such as waiting for requester)? Best regards, Demetrius
Incident Templates
1) I'd like to make some of my custom fields larger than the one-two lines that seem to be the default. Is there a way to do that? Example I have some custom drag and drop text fields, I'd like to make them larger like the "Description" field in the "Requester Details" section when I drag the fields into the Canvas. 2) Is there a way to 'widen' the area for the Drag n Drop fields in the "Canvas" area? Ex. If I create a field like "Updated Phone Number" and drag and drop onto the Canvas, the name
How to setup a primary and secondary server in service desk plus? is it possible?
I am currently testing service desk plus and I would like to know if we can run it in two different servers which will serve as primary and backup. if yes, how is it done?
Acknowledge E-mail Cc users doesn't work
I have enabled "Acknowledge E-mail Cc users by e-mail when a new request is created" rule, but Cc users don't get such Acknowledge when new request was registered. But if I try to send Reply to a Request - all of recipients are getting messages successfully.
Question regarding Reminder features
We have had a question from a user. I have looked to see if we have a way we can configure the Reminder window and I can't see it, but I am very new to the program Here is the question: On occasion, I use reminders on tickets in the Helpdesk. When setting the reminder, the request ID displays on the screen. However, when I get the email, there is no mention of the ticket ID. I’ve conditioned myself now to remember to include the ticket number in the body of the message but I’m wondering if it’s
Database model
Is it possible to get the Servicedesk Plus database model/schema/data dictionary from somewhere?
Does Dashboard Can be Customized in Service Desk Plus
Hi Team, I need to customize the Dashboard of the ManageEngine ServiceDesk Plus. Is it possible, if possible please guide me how to achieve it.
Request link to asset
Hi SDP Team, Is there a way to link request to asset? For example a requester is requesting blackberry device once approve by the department head that request will be link to my asset list or my CI Types. Thank you very much. Emmanuel Jopia
Closing calls with linked requests
Currently, when closing a call there does not be any way to ensure that all linked calls have been closed. If a call has been linked to 1 or more ancilliary calls, we should not consider the primary call closed until all linked calls have also been closed.
Does SDP resend notification email to technician after restart mail fetching
Dear Support Team, I've set up SDP to send notification email to technician group when a new request ticket is logged, but there is some problem with the mail fetching the it stopped so I restart fetching the the notification is not re-send. I'd like to know that can it re-send the notification email after restart fetching? If so, how can I configure it? Best Regards,
email notification for tasks assigned to groups
Is it possible to provide an option to send a mailnotification to groups of technicians when a task is assigned to their supportteam just like a normal request? Reason : same as a notification from a request : when assigning a task, the assigner doesn't know if the responisble technician is available, but the supportteam is always available.
Searching based on serial number / Serial number empty in list
Several times it happens to me, when i'm searching for an asset in SDP, that there are no results. When i change the category from the left side, for example from Workstation to Smartphone, and redo my search i will find the asset i was searching for. In my opinion, searching for an asset should be performed in all categories instead of only one. Is this an known issue? Also, for all smartphones we have in SDP, the serial number is filled. In the overview, the serial number is not filled. See attached
Problem deleting request
Hello to all, We have a problem with a request that we can't delete. This request has 166.500 replies in conversation history. Are there any way to delete it? We have tried to delete from SDP app but doesn't works. Thanks in advance.
Requestor fields only visable by tech level
It would be nice to be able to have custom requestor fields that are only viewable by certain techs with specific rights. Example of usage. We keep certain info in a user's AD for things like door codes and other items that they ask for and also for paths for profiles and home directories. It would be nice if these fields could be hidden from requestors but visible to techs. In phase 2: in would be nice to limit the field views based upon tech permissions. There may be certain AD items that
Better search for solutions
Could the search mechanism be improved for solution documents? At the moment it seems to relies too much on people knowing what the are searching for and authors doing good keyword loading. Even when the correct keyword is in a given search string, it'll fail to find anything until the rest of the string is removed.
Automatically have a service request (New Hire Request) notify a selection of emails
Good day, I am in the process of configuring a new hire request workflow and have a requirement to email a number of non-IT users who do not have technician accounts. I am looking through the request workflow designer and can't seem to find an easy way to accomplish this automatically. Is there a way to have the template set to notify a selection of emails upon creation of a new request? Or do I need to use a business rule to push the notification? Any tips are appreciated. Thanks, Mike Taylor
Request your support for how to solve this error because when updating the status of an application in the servicedesk
Request your support for how to solve this error because when updating the status of an application in the servicedesk, throws me this error. How I can solve it thanks
ServiceDesk Plus 8210 Released
Dear Users, Hotfix 8210 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8210 SDF-43916 : Option to “close/resolve” parent request under “Admin > Helpdesk > Request Closing Rules”, when all the associated tasks are closed. SDF-24328 : Task escalation notification can be configured under “Admin > Notification Rules > Tasks” and sent to entity owner, task owner / group, when a task is overdue.
Preventative maintenance due date.
Since the majority of our maintenance is after hours, it is useless to have a ticket logged the day that the maintenance is due. It would be nice to have a due date in the template like # days after creation. That would allow us to have it logged and a due date added.
Customizable My dashboard
Add your own filters to your SDP dashboard To any dashboard of all ManageEngine products
Business Rule not working
Hi, I'm testing the service desk functionality, I'm configuring 2 business rules but they aren't working. These rules are site specific. Rule 1, if service category is infraestructura fisica (custom service) assign to technician facilities Rule 2: If service category is sofware assign to technician IT. I also have tried to put the rule in place in to group Neither options are working. The rules are enabled, and the techincians belongs to the same site than the rules. When I create a
Is there a way to integrate or add, Notes option while assigning a ticket to a technician?
Hello SD Team, Is there a way to integrate or add comments or notes option while assigning a ticket to a technician? I have attached the screen shot for better reference. Please check and do the needful. Regards, Praveenkumar Ravichandran.
Task group assignment different than request group assignment
Is there a way to allow technicians to view requests that are outside of their assignment group? Often times a group is assigned a task but they would want to click/open the parent request to look for additonal information that could relate to the task. Currently if the parent request is assigned to another group, then the technician gets a "out of scope" message. thanks.l
Enable botton "More assets" in the request user (normal user)
Hi, This button i can see only in administrator user, how do I enable for all users
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