Is there a way to put ServiceDesk Plus Within an IFrame?
We have a corporate website and all of our other tools are integrated within it (dotnet framework) and the only piece missing is the ServiceDesk piece. It is really causing us an issue since this is the sole tool we use to log and track incidents? What is happening is when the Iframe is loaded, it is like it loses its CSS? Is there any way (fingers crossed) to fix this issue? ANY help on this would be VERY APPRECIATED!! Thanks Chad ~
Change Request Notifications
Hi All our e-mail notifications currently work correctly, with the exception of when an acceptance/rejection is made to a change request - does anyone know why this would not be working, as at present, a requester has to go into the change itself and check for responses. Many thanks Doug.
outlook distribution list as attachment
When I attach an outlook distribution list to a service desk request, the attachment does not appear. All other types of attachments are ok eg word docs, excel spreadsheets, pdf's etc
Mass requestors deletion
Hello. Could you please advise how to perform a mass deletion of requestors from the SDP? Via SQL for example. Except embedded like 'administrator'
automated email interaction with our suppliers
Like a lot of companys we outsource some of our IT functions. We interact with these suppliers by automated emails containing data from their helpdesk systems. Is that something Servicedesk can automate for us? For example, * if an an automated email gets sent from our first-line support provider, the date gets scraped out and created as a ticket automatically in the helpdesk. * if we update the ticket with an action for them, it emails them back * if we then want to send the ticket to our
Multiple Scheduled Scans
Hi Is it possible to set up multiple scheduled scans, as we have offices in different countries and therefore different time zones, and not all machines are switched on at the same time. As a result, we end up with a lot of machines being missed out of the scheduled scans. Thanks Doug.
Failed to communicate with client while updating workstation agent
I am running ServiceDesk 8017. Currently I am trying to deploy the latest agent (1.05) to our workstations. While doing this, I was receiving a lot of 'failed to communicate with client" errors. After some troubleshooting, I found that the AssetExplorer agent was stopped. When I tried to start it, I receive a message saying that the service is stopped because it has nothing to do. If I try to start it a few times, it finally starts and I can update the agent. However it does eventually stop
Asset Name changes from FQDN
I have been experiencing issues on my ServiceDesk server with asset scanning. Among these issues, I have noticed that most workstation names will switch between a Fully Qualified Domain Name and a non-FQDN every few scans. I had manually gone through and fixed all of the workstations, and I am watching them change back. I have the clients running the 1.05 agent and I am on ServiceDesk 8017. Please help.
Creating New Query Reports :)
Dear Team: I need a Query report on how long a request takes to go from unassigned to assigned and how long it takes to go from assigned to Compeleted . Available Columns : Requester,Technician,Subject,Category,Priority,Created Time,Assigned Time,Completed Time Filter Options : Date Filter from xxxxx to xxxxx Group by : Technician time summary type : Average of (Time Spent from unassigned to assigned ) and then (Time Spent from assigned to Compeleted ) Please Help me Regards N.M
Reports on Categories
Is there a way to get a reports on categories that have never been used?
Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released. Please refer to the following announcement notification for more details. https://forums.manageengine.com/topic/hotfix-8020-released Regards, Srikrishnan.
Business Rule Stopped Working
Hello. We have a business rule when: Request Type is "Incident" or "Service Requst" then send an email. This has been working fine. Then when we come back into the office on Monday, after the Thanksgiving holiday, part of the business rule has stopped working. When the Request Type is "Incident", business rule works When the Request Type is "Service Requst", business rule fails. We have restarted the SDP services and no change. What happened over the long weekend?! Any help would be
iphone app authentication with multiple domains?
I read in a previous iphone related post/question that the iphone app will not work when there are multiple domains available? Is this truly a limitation of the app? We have multiple domains available but our technicians logon using Local Authentication. Can an 'authentication type' be added to the road map for future iterations of the iphone app?
Email does not trigger during second assignment
Email does not trigger during second/third Call assignment, Email does not sent to the respective assigned technician when call is assigned from One technician to second technician & then to third technician.Email is only sent to technician during first assignment only
Update of PC's IP adress in ServiceDesk
why ServiceDesk do not update IP adresses when they are redistibueted by the DHCP server .So i have to rescan times and times again.. Please help me.
Report against archived requests
I need to produce some historical stats. We have setup our SDP archive to auto archive anything clsoed once its a year old. Consequently everything from prior to Nov last year is in the archive and I cannot get any of these archived calls to show under normal reporting. Should I be able to simply use the reporting button options to report on archived calls, or do I need to write a special query ?
Unable to select domain
Just upgraded to 8.019 .. When I open a browser to login I am not given option to select a domain and therefore can not login.
Change name tab Issues
Hi, I need rename the tab Issues for Redmine and I did not find this option. You can help me? Thanks Nestor
Help pls! adding new request automatically.
Hi All, I'm new to Service Desk and I'm trying to use it as our helpdesk solution. I recieve service requests in word file forms (generated by an application, out of our control). I use a word macro to gather request informtion (e.g. requester name, type of request, etc.) from certain locations in the word file. Now I have all information of a request in the (VB) macro's variables. Is there any way to generate a new request from these variables and add it to SD (e.g. through its SDK) atomatically
Adding Additional Fields to Approver Screen
Hi, My manager always hesitates when approving a service request which depends on the Job Title of the requester. Currently system doesn't show the Job Title of the requester. How to add it to the Approver screen? Regards, Majid
Questions for SDP HDD choice.
Currently we are using about (Number can be changed anytime. so answer doesn't need to be 100% accurate) 40 - 50 Servers(including VM), 50 - 60 Workstations 35 - 45 Network Devices (Switch, AP ...) 2 - 3 manager(admin) Currently using the APM / OPM and want to add the SDP for it. How much HDD space will be needed for a year?
Ability to add work log when on the Edit Request form
It would be very helpful if we could Add Work Log when editing the request, that way we don't have to visit 2 different screens to close out a work order
Change Management
Hi, Once we close the Change Request in Change Module can we restrict technician or change manager to Edit or Open that request. Regrads, Vaishali
Servlet or REST Function to List All Requests
Is there a function that can be called in either of your API's to simply list all requests in the system? All of your documentation leads me to believe that one can only ever work with a single request because each function requires a request number to be submitted. Thanks, -Sheppe
AD Additional Fields in Incident template
I'm not sure if I'm missing the procedure on how to do this, but is it possible to have an additional Requester field that's populated from Active Directory visible on an incident template? At the moment I'm not seeing anyway of seeing the contents of the additional details other than clicking on the persons name and opening their details.
Asset module and Active Directory
I have a list of computers that are possibly no longer in use, some are in other office locations. For arguments sake let’s say that the computer names range from LP001, LP002, LP003… etc. up to LP010. Since I cannot confirm that all of these computers are no longer used, could I not disable the computer(s) in Active Directory and when I run an Asset scan, they would not be added to the Asset list of ”failed during last scan list”?
How to rename 'New Incident' buttons back to 'New Request'
Hi - I upgraded my OpManager last night from 8721 to 8812. After the upgrade, the ‘New Request’ button on all the panels changed to ‘New Incident’ and the technicians are finding it confusing. On all the Panels, where there used to be a button for ‘New Request’ the button now says ‘New Incident’. On the Requests Panel, in the Request screen, the ‘New Request’ button has also been replaced with ‘New Incident’, but the ‘Edit Request’ and ‘Link Requests’ buttons remain unchanged. I am attaching
Export data from test instance to rpoduction instance
I have a test instance of the servicedeskplus tool set up to test modifications. We are adding support for a lot of new tools and services and have set up all the fileds in the test instance. I need to know how to export the changes from the test instance and import them to the production instance. The fields we have changed or added are: Category Subcategory Level Priority Request Closure Code Incident Additonal FIelds Business Rules Service Level Agrrement Requester Additonal fields Technician
Report links are pointing to wrong server
Hi there, We recently upgraded to the newest version of ServiceDesk Plus Enterprise. Since then, it seems all the links that allow you to drill down into a call are pointing to our development server even though the current DB connection is pointing to production. Can you tell me how these links get their URL and if I can change this some how? Thanks Eva
Service Catalog: Dynamic Approvers List in Workflow
Hi! Hopefully, this has not already been asked. I have created a new "resource" field in a Service Request form called "Manager E-mail Address". Is there anyway to use whatever the requester enters into this field as the Approver in the Workflow? I know right now, you have to preset the Approver list but as different requesters have different Managers, we can't use a pre-defined list (and of course, we don't want to send to all Managers for approval for one requester). Thoughts/suggestions?
How Publish MPS+ Service Desk Online, Windows Server2008r2 datacenter. Cloud environment.
Hi all We just bought MSP+ Service Desk, already done configuration, How to publish it online? We have Windows DataCenter 2008r2 installed on my company cloud account using IBM Smart Cloud. How to link the application to server & to be public. i have enable ISS Roles in the server. but dont know how to configure. if use localhost:8080, no issue, can access. Kindly advice. Nee help we want to configure, so my customer can log report from outside network/public using website
Ticket Status
Hello Support team, I want to know if there is a way to auto-update the ticket status to assigned once I assign a ticket to a specified technician or a group. Thanks, Jedidia
Lease Asset Data
In case of Leasing information of IT Asset and Non-IT Asset, how can I import Lease trigger or Leasing start date and end date by CSV file? Thank you Namfa
Software License Management - Enhancement
Dear All, We are planing to enhance the software license management system, so we need your contribution to enhancing this feature and if you faced any difficulties in software licensing or if you need any new features in software licensing kindly post your comments here. Here is the list of features to be included in our product. Suite license management. Ability to add Software License Agreement(s). Notification for expired software license agreement(s). Support for renewing the
Feedback
Hello, We're currently testing Servicedesk+ to see if it fits in with our requirement against several other products and found it very good. If possible, I'd like feedback on your experiences such as: Pre and post support and sales Using the application and how it helped you and the people you support. Many thanks
SDP still send/receive while 'Mail Fetching status is STOPPED'
Hi Support, I got a complaint from the customer about mail fetching. sometime SDP still send/receive emails while the customer has stopped Mail Fetching feature. If you want more information or have any recommendation, please tell me. Best regards, Songtham
Robust request search?
There does not appear to be anyway to search requests apart from a default 1 word search option on the left hand column. What if you need to search your requests for a request that has the words 12 rings in it, but not necessarily contigious? Is this being fixed soon? Thank you!
Company Logo
Is there a way to put our company logo on the web portal instead of having the Manage Engine logo? Thanks, Jason
Function for Schedule Report ?
Dear Support I need to provide daily schedule report to every IT team. Can multipe reports send together with one email ? Can I send the report to my management using Cc ? Thanks Regards Frankie
Google Chrome Download
In Service Desk Plus, when downloading any attachments in the requests, it doesn't open the attachment but rather shows it as "HdFileDownloadServlet". This happens to any type of attachments that is sent to the service desk from users (pdf, doc, wav, ect ect..) Is there a fix for this for Chrome?
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