View AGENTKEY information in the admin section
Hello, Edit: Apologies, I thought I was adding this under the ideas section. Please move if possible. We are looking at ways to simplify the deployment of the agent, rather than keeping multiple versions of the same agent files. My DBA has exported the ORGANIZATIONID - ORGANIZATIONNAME - AGENTKEY from the SQL DB and we are modifying the Agent.conf file replacing the OrgAgentKey. This works well and simplifies this for us. Rather than having to export the information manually would it be possible
Multiple assets updating the same record
Hi, I created a golden image on a Panasonic Toughbook CF-31 and added the ServiceDesk client to the image. We use SCCM 1607 to deploy new images. After deploying the image on two new machine, I noticed that the record for the first machine was updated, with the info from the second machine. Only the static information remained in the record I removed the ServiceDesk client from the golden image, deleted the asset record, and re-imaged the second machine. I ran the ae_scan.vbs on the newly imaged machine,
Encrypted HTML Export - All data
Hello, I have been trying out the Export Encrypted HTML feature. I really do like how the feature has been implemented with the branding and login screen. However, it would appear that only some fields are exported. As an MSP user, we are sometimes required to supply this information to our clients, but it seems that only the following fields are exported. Resource Name - Description - User Account - Password - DNS Name - Resource Type - Notes Is it possible to get all the data columns exported
Desktop Central Remote Integration
I have Desktop Central turned on as a remote option, but when I try to use it, it reports that desktopcentral.exe cannot be found. I found some support documents that state that the path needs to be added to the systems PATH environment variable, but I cannot find anywhere on my system or in documentation online that shows where this file is located. Please advise on the steps to provide Desktop Central as a remote control option in ServiceDesk Plus.
Send Notification Failed
For whatever reason this week I have been getting sporadic "Send Notification Failed" error when responding to a requester. It'll work for a little while and then it'll go on a spree of this error. What can I do to correct this?
Error accessing certain support groups for certain sites
Hello, When trying to edit certain support groups under certain sites we get the following error: Sorry an error has occured Unknown error occured while processing your request Any ideas on how to fix this?
REST API - Cannot update ticket to 'Resolved'
Attempting to do so returns "Error when editing request details - Exception while updating Workorder. null" See below:
Add note to asset
Hi When looking at an asset, under the action menu you can attach various things, one of which is a document. What I'd like to suggest is the addition of 'Add Note'. This would use the exact same storage method, display method, etc. as attaching a document, but instead of opening up a dialogue asking for the file to upload it would open up a dialogue containing a rich text editor with 'Attach / Cancel' buttons. On attach it would just create a file in whatever the internal structure of a 'Solution'
Transfer License between Desktop Central versions.
Good day, Quick question, can I transfer my license from Desktop Central Version 9 to Desktop Central Version 10?
Custom Menu Question
I am trying to create a custom menu within Service Desk that will open a new browser window at a specific website on the technician's machine. Is this possible? How?
Name of the e-mail table
Good Lords I need to know what is the name of the table in which the emails of registered clients are stored. I would greatly appreciate it. Greetings.
Hide or shouw entire resource regions
Team, I'd like to be able to hide, show, enable, disable, mandate, unmandate on entire resources. Use case: I have forms that resources which contain groups of fields. For example, I have a checkbox that says "Active Service Contract." I have a number of fields (Support Vendor Name, Support Vendor Phone Number, Support Vendor eMail Address) grouped in a resource called Support Details. I'd like to show that resource with all of its fields if the user checks off the Yes checkbox in "Active Service
Please add a search box to the Service Desk community page
Within Service Desk Plus, when I click the Community tab, there is no search facility. After some poking around, I found the search box after clicking the "All" menu item. Can you not add the search function to the Community page? Regards Dave
Recommended label printers for barcode printing
Dear, We are looking into purchasing a label printer that will be used for barcode printing. Ideally, it would have network support also. Can anyone recommend printers that have been proven to work with SDP? Many thanks to all John
Request Checklists
It would be really helpful if Checklists, both predefined templates for common activity and manually created, could be added to requests. For example for setting up a new user you could have a new user checklist with each piece to make sure everything is done. Also requirements for the checklist to be completed before the request could be closed would be needed as well. Preference of this checklist to be on the side of the actual request were it would be easily visible to technician working the
Option to Select domain for log in disappeared from Old Service Desk Instance
I have an old version of Service Desk that we keep from archive version. it Version 9, My account was admin for the site. I removed log in access for all accounts for everyone except myself, 2 managers, and a generic account that is used to log in to retrieve old tickets for documentation. I was in this old instance yesterday with no issues and made no changes to settings, this morning I try to log in and from the log in page there is no option to select my domain, only wants local login, I do not
How may I use the Purchase Module?
Hi We have ServiceDesk Plus Enterprise (9304 MSSQL) We want to use the Purchase Module to buy Apps from AppStore. We have a team that will verify the Apps the users can choose from. We want the users to make a Purchase Order with the Apps they want, how many, Billing Account etc. This Order will be routed to an Technician for acceptance. Then an Tecnician buy the wanted Apps from AppStore After that another Tecnician will make it published in LightSpeed (Our MDM) Something like this, but I can't
Script request
Dear ManageEngine Team, I have a list of more than 300 pick up values in an "incident additiional feild" which is used in almost 10 different incident templates. In just one of those of templates I want to show ONLY 10 selected pick up values to the requester to select. All other pickup values should be hidden. So I am wondering if you could help me with a script for this. Best regards Murali Alfardan Exchange Abu Dhabi PH: +971506424099
On Hold Requests Not Opening Automatically
We seem to be having issues with requests where the On Hold status with a scheduled time to change the status back to Open, does not happen. Is there a setting that needs to be configured. Currently on version: 9.3 Build 9303
Calls In (daily and a weekly)
Dear All, Please do you have a MS SQL query that can display the following records: Assigned to Calls closed within SLA Calls closed outside SLA Calls still open within SLA Calls open outside SLA (backlog) Thank you. Best regards, Margaret.
Is there a way to print the calendar format from the Changes tab?
the calendar view of all the changes is great - but I can't seem to find a way to print it to PDF, export, etc. Any suggestions?
View all requests apart from Closed
Hi, Is there a way to view all requests (for all technicians) apart from Closed and/or Resolved? Thanks. Regard, Tom
Add role based ability to enable dashboard customization
I would like to request a feature that would allow me to create a role that I could choose to allow users that have this role to modify their dashboard. This way, I don't have to give them Admin access to be able to modify their own dashboard.
date and time defaults in incident template
Hello, We have a termination template for when an employee leaves the company. I have created an additional incident field titled "Scheduled Date:" (UDF_DATE7) for the manager to fill in the date and time of the termination. The additional incident field "Scheduled Date:" seems to default to the current time at the moment it is selected by the manager. I would like to know if there is a way to set the default time to say 17:00 - but I want to keep the day of the month the same. Currently when
Notification Email multiple email addresses issue
Hello, I've just installed NCM 12.2 and tried to setup a Change Notification. But I could not add multiple email addresses. I filled in the "Notify Email to": user1@domain.com,user2@domain.com I received error "Enter a valid email address" while saving the configuration. Please advise. Thanks.
Need to add a field to a custom field for an incidente template
I want to use the Field & Form Rules.. to set a custom Variable with a Requester Employee ID field. But i don know if Employee ID Can be use to set the custom Variable.. var y=$CS.getText("REQUESTER.EMPLOYEEID");
$CS.setValue("WorkOrder_Fields_UDF_CHAR4",y); Please tell me where i can find or add this field. Regards Vicky
Default Incident request template
I was wondering if anyone knows how to change default or force an incident template on a specific client. I have a client that doesn't want their requesters to set priority on the tickets, but almost all the other clients want this functionality. The same client (and others) also expressed interest in making custom fields for their tickets which shouldn't be shared with other clients. This wouldn't be an issue except that I cannot seem to make the incident screen load to the template i made by
Change: creating a completed change through script/templates
Is it possible to create a change request and auto populate all fields under the Plan/Deploy/Verify stages? I know we can create templates and use them for changes (i.e: routine Administrative tasks) to capture the event. However these templates will only create the initial request so the deployer/manager/tech will still need to complete the Plan stage and move it through all the stages. I want to automate this so if we have routine changes that occur frequently (i.e.: website content update) we
Pre-populate the rollout and back out plan and check list in a change template
Can you setup a change template that will automatically populate the Roll out and back out plans for a Standard change?
Option to auto-fill requester name and email to fields in incident template
Hi! We have an number of part-time, and nightshift workers calling in requests and incidents. These users have no AD user (and should not have), so we log these cases to their foreman and send notification emails to managers. Is there any way to autofill recipient name and Email-to-notify fields when creating incident templates? Regards Allan
Handling off confidential attachments and Incidents
Hello Team, is there an Approach regarding confidential Incidents with Attachements? We are thinking about an Setup where HR and IT can share the Ticketing System. But with HR incidents it could be possibile that the Incidents Description and Attachements contain sensitive Data re. the employees. Is it possible to configure that only members of the Special HR Group and the Ticket Creator can "read" this kind of stuff. in our upcoming Setup 15 IT Guys for 10 Countries will work with the System but
Any change of making this self Service portal available for SD Plus
Hi, I noticed that you have a new self-service portal. Any chance of introducing it to SD Plus users? https://desk.zoho.com/portal/meservicedesk
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
Complex and/or statements in business rules
I need to alert someone via SMS under the following conditions: They are in a specific support group AND ((Urgency is High) OR (Priority is High OR Priority is Critical)) Can this be accomplished? If not, may I please have a feature request for complex business rule criteria? Thanks, Adam
IT Asset migration from Managed Engine SD 8.1 to Managed Engine SD 9.1
Hi All, We plan to do upgrade for our Service Desk software from v8.1 to v9.1. We already simulate with trial version, i can export and add manually using csv files from SD Plus v8.1 to SD Plus v9.1. Any one having a clue how to migrate data from our old server to the new one. Its was nightmare if i must re-entry 2000 devices Thank You
Login screen shows briefly
We are on build 9301, SQL Server It seems after our recent upgrade to 9301 technicians are seeing the log in screen for about 3-4 seconds when they open the app and are not currently logged in. We have single sign on working and the screen quickly goes away and the users are properly authenticated. But a few have mentioned this new behavior. Everything works for this is more a casual question/FYI in case others have brought this up as well. Thanks
Import Assets etc from old version to the new version
Hi I was trying to import all of my organizations assets from the version 8.2.0 build 8213 to the version 9.2 built 9241. What I did is I created a report and save it as CSV file. But the import on v9.2 is always failed, especially when I use field Warranty expiry(one of the most crucial information that has to be imported). Is that the correct way to import by creating the report and then import from CSV or there actually a better way to do this. Cheers, Eko
Allow Requesters To Change Site On New Incident Request
Is there a way to allow users to change the site on a new incident request? Currently it auto-fills with the site from their profile, but it does not allow them to change it. This is needed as we have many employees that rotate on a weekly or monthly basis.
Reporte Personalizado
Estimados buen día a todos, Estamos requiriendo realizar un reporte personalizado donde se pueda obtener la información detallada de los tiempos invertidos y agruparlos por Grupos y por Técnicos, esto con mayor énfasis en los tiempos vencidos (SLA Vencidos) En el historial del Ticket se observa la gráfica donde se detalla esta información, esta información es la que necesitamos, ideal si fuera en modo gráfico o en modo matricial. (Adjunto captura de pantalla) Agradezco de antemano sus aportes. Saludos,
Vendor Contacts
Is there a way to associate multiple contacts to one vendor. Many times there are account managers and technicians for the same vendor and we should be able to see this listing under the vendor name.
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