Notifications not being sent to technician group when a new request is added
I have a business rule set up to move all new requests to a default technician group. The technician group is then configured to receive email notifications when a new request is added. The business rule works and puts the ticket in the right technician group, but an email notification is not sent to technicians in that group. If I go in and manually edit the request after creation, changing the group and then changing it back, the notification goes out as expected. I am not certain when this behavior
Question regarding Service Catalog vs Incident templates
Where do the incident templates show up for the user? For example, I have the service catalog configured with many catalogs. Examples include IT Admin Systems and Email, Phone, Instant Messaging. These Service Catalog templates all seem to be defaulted to service requests. When configuring a new Service Catalog, I do not see an option to make a Service Catalog an incident rather than a service request. So when the user logs in, how do they submit a "hardware" incident rather than a service request?
Fail change template
I open the the request and click the Close button. I show a window that does not fill the field and opens the editing mode. In this window, I try to change the template request that the field would be filled in automatically, but it reloads the page and I see the window for creating a new request. If I open the request and click edit and change my template, all ok.
I don't see any description
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
auto-redirect from http (80) to https (443)
Hi there, Windows Server 2008 R2 Standard ServiceDesk-Plus 8.1.0 Build 8114 I found a post that have the instructions to redirect SDP from HTTP (80) to HTTPS (443) automatically here: https://forums.manageengine.com/topic/how-to-redirect-http%3a-to-https%3a -see last post- So what I did is: run changeWebServerPort.bat 443 https http://www.manageengine.com/products/service-desk/help/adminguide/introduction/change-web-server-port.html modify the server.xml and web.xml as instructed on the link at the
is it possible to send a notification email when a ticket is assigned to a group and site?
Im one of the technicians who receive requests from servicedesk. whenever someone assign a request to me, i get a corresponding email notifying me that a request has been assigned. that's the case with technician, right? Is it possible for servicedesk to send the same email notification once a request is assigned to a group on a certain site? This is our setup: our servicedesk is based in India. If a request should be resolved by another team, lets say windows group, the servicedesk analyst will
Is it possible to delete or inactivate an Incident template?
Is it possible to delete or inactivate an Incident template? If yes, how please? How is it determined that an Incident template is inactive (turns gray)? Is that information something that can be queried with any of the delivered reports?
How i can add approval stages.
HelloO ME Team, I want to know from where i can enable multiple stages for approval to new request, As i know when i am selecting "Submit for Approval" it is showing stage one approval status but not showing "ADD STAGES" button ? i am using Version 8.1.0 Build 8100
CSV Import
Is there a way for us to configure the Import CIs from CSV Field so that it requests for more fields than what is being asked by the System right when you click the Submit button. Ex: for Server CIs, these are the fields it’s requesting for: It asks for Total Memory (GB) only, but I’d like for the Virtual Memory which is a built in attribute field for Servers to appear in this list as well. If that’s possible, will this apply to custom created fields too? Thanks in advance.
Annoying username and password box keeps popping up
we are getting username and password popup before the real login , after clicking cancel we can log . I tried all what is mentioned here but no success . https://forums.manageengine.com/#Topic/49000005748736 any help ?
Where are email settings stored?
I have a need to be able to retrieve via a stored procedure the email settings from an external application. Specifically the current email command delimiter and "E-Mail Subject contains". In what table(s) are that data stored?
Customizing Print Customizer?
Hi, Today I'm at a client's place making some changes to their SDP configuration, and they just asked me this: Is there a way so the Print Customizer has all/some options unchecked by default? (be it at a global level or per technician, I think this client prefers the second option since every tech has different needs) Guess they got tired of unchecking everything everytime they print a ticket, each tech always needs the same information so they always have to uncheck the same options. Any info on
Assign tasks to groups
I found an email from back in November saying the the ability to assign tasks to Groups would be coming in a future release--any word on when that might be? We need to be able to assign tasks to groups so any one of them can complete it.
manageengine servicedesk plus
ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0 unistall ERROR Can you help me?
Group CIs in CMDB
Is there a way to group CIs within the CMDB in order to map out a circuit path? Say I want to define "circuit A" and have it show the individual switch ports that are connected to eachother to create the path?
Group becomes not assigned after filling requester's name
We use request templates which associated with groups of a technicians If the requester creates a request personally then the group assigns correctly but If the technician creates a request on behalf of the requestor the group field becomes non-assigned after filling the requester's name box. This behavior are same with service request templates and incident templates What can we do if the business rules is not works with the service requests SDP 8114 mysql
please sort Report Folders' content by Report Name
Please sort Report Folders' content by Report Name. Thank you.
Ability to attach files to sites
We'd like to be able to attach files (such as pictures and lease information) to site information. Also to be able to add custom attributes such as end of lease date.
Notification destination based on time of day
Hi, is it possible to have a notification sent to different technicians, based on time of day? We are looking to roster different technicians on call. Thanks - Paul
weird login
Hello, When i navigate to SDP i get a box to seek a login. I enter this.... Once i enter this then i come to the SDP login page. I enter my credentials again. Why do i need to do this twice? Seems extremely silly to enter same information twice! Thoughts? Thanks
Incident CATALOG???
The Incident Catalog, which grew out of the Incident Templates, seems to be in desperate need of a makeover to be as pretty and functional as the Service Catalog. And it seems as if it might not take that much development/coding. Just need to borrow the same class or coding as the Service Catalog and apply it to the Incident Catalog. One of the hugest improvements would be nested categories w/in the Incident Catalog. For example, you can have a Service Category of Users in the Service Catalog,
Add custom translation
Hi, We have created a new incident template. It is named "New Email Incident". Is it possible to add translations for this "New Email Incident" to other languages like Swedish, Danish... I cannot find the "New Email Incident" text under Admin\Translations but would it be possible to add it to the SDP database or a property file to make the translations? If possible, how would I do this? Thank you in advance. best regards Markus
Enhancements post 8.1 version !!!
For those who have missed out on the feature's introduced post 8.1 release,here's a glance!!! Adding images just got easier in ServiceDesk Plus,you can now just copy and paste the images onto the Rich Textbox area. You can now import single user/multiple users from Active Directory specifying their loginnames separated with comma's. Hide your private conversations on the Requests from the Requester's. Timespent on a Request is now calculated on Resolved and Closed status. You have now
Notifications
Hi, In our operation of this product we will be using email as the sole operational part, and therefore it is vital that the requester is notified by email as soon as a change to a ticket takes place, e.g., when I make a change to a ticket and complete the change an email is automatically sent to the requester. Is this possible to do now, or something for a future update. Thanks. Geoff.
Setting SLA's in ServiceDesk Catalogues
Hello, I am trying to set a SLA for the ServiceDesk Catalogues which in principal is not difficult, i know how to set one up as well as assigning it to a form. The problem i am experiencing is with the selection of escalation before or after violation of the due by date. When selecting before it simply does nothing, no emails are sent at all. When selecting after it does work but there is a massive delay inbetween the time of violation to the time that the specified users receive the email stating
Notification Rules
I am trying to set it up so that the software sends email notification to a specific tech (supervisor) when any requests are assigned to the technicians that report to this user. I currently do not see a way of doing this. Can someone please let me know if they have found a way of notifying a 3rd user when a request is assigned to a specific individual?
Notify editor when a request is waiting for update
Hi, At Admin > Organization Details > Notification rules The Requester notification > Notify editor when a request is waiting for update When it is activated? Who is editor? Thanks,
Request summary out by one day
Hi We have noticed an issue with our request summary for this week displaying data a day early. Mondays call are showing under Sunday and so forth. The data displayed under last week displays fine. I can't find anywhere on service desk to change any settings and I can't find anything in forums to help. We are running version 8.0.0
New Query Report
Is it possible to create a report that will show that our requests logged are meeting our SLA targets that are entered into the system ie 1. Was the request responded to according to the SLA and percentage that met the SLA 2. And was the request closed according to the SLA and the percentage that met the SLA.
First Contact Resolution
This is one of the most important helpdesk KPIs out there. Is there a report for this and if not, why?
Linux scans
This looks like it has been asked over the past few years with no real answers so I am asking again. We have a good number of Linux servers (mostly RHEL5 & 6). Up to this point, we have been adding these assets into SDP manually. I would like to find out: 1) Is it possible to add these in via a network scan? 2) If so, what is the proper way of doing so (telnet is not acceptable for us due to security reasons...would need to be SSH). I would like to know what is necessary as far as permissions
Possibility for send user and pass notification after user was created
Greetings. We want to know if there is a possibility to send the user and pass information for an already created client, like the notification sent when a new user is created in SD+. Seems that one user requested the same function for SC+ 2 years ago, but it doesnt have any kind of following. We have 4 customers who want to know if this function were available in a future version. https://forums.manageengine.com/topic/send-self-service-login-details-for-support-center-plus Regards.
Number of Asset licenses keeps on increasing unless
Number of Asset licenses keeps on increasing eventhough products were not added. If you go to Admin, Assset management, Products, you will see a list of products that were not added. How do we control unacessary increase of asset licenses due above mentioned problem?
Remote Agent with Multiple Monitors
Hi - What's the status of multi-monitor support with the remote agent? I just tried to use it this way for the first time and there does not seem to be a way to choose the monitor to be viewed. Making matters worse, I saw the mouse moving on the screen I did see, but evidently it was moving on the user's second screen that I couldn't see. Any info is appreciated. Thanks, James
Customise web portal
Hi Is it possible to modify the Unlock and reset pages' static text of "(Example : Jsmith)" I would like to change this to (Example : 123456789 or Jsmith) Thank you
Set Default value on the Editor field in ServiceDesk Plus
Hi, My company woulb very much like the ability to set a Default value on the Editor field in ServiceDesk Plus. This would allow for automating workflows so requests go to dedicated editors. Would this be possible to include? Thank you in advance. Best Regards Markus
Replicate incident templates between Production and Dev SDPlus
I've installed a Dev instance of SDP wit han MSSQL backed running on a separate server. I would like to copy incident templates, notification templates and custom fields from my production system to the dev system Is there a way to do that? If not, what is the best way to duplicate my production SDPlus database to my dev system? Thanks
How to Add Request Field
Dear ME Team, How we can add new field in request form while adding new request like "Problems additional Fields".
How do we revert to the old view?
Hi, We were about 3 service packs behind and finally pulled the plug on the updates and immediately regret it. Everything went from clean and easy to read to GIANT and FAT and pure white with a "fancy" blue menu at the top. The solutions centre is also a frustration. The clickable area is no longer underlined and is the same font/style/size as the non clickable areas. When you mouse over a solution, the font size on the title actually shrinks, yet the main body text remains the same (does this
Upgrading to 8.1 Build 8127 from 8.0 Build 8012
Can I jump straight ahead or do I need to follow the migration sequence?
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