addtional requester detailes
hi, is there any option to add one more field requester details as attached file , we need to crate new one field name"Manger Name" and no need from end-user to write the name of his manager as text we need like requester details to take correct name form active directory . then after write the manager name the system sent approval request to that name selected in the "manager name "field.
Requests - Custom Action not showing
I have a custom Action in Stage 1 named PCI. I shows in the Status Drop down within a request. But it doesn't stick. If I choose "Requested for Information", the Status will reflect that. How can I make my PCI act the same way? want to: On PCI, move to Submission-PCI. How do I get my value in that list?
Resource Info Fields
Hi, I have two questions regarding Resource Info questions in the Service Catalog function. 1) We designed a Service Catalog Service Request and for some reason one of the Resource Info questions doesn't appear when its submitted. When you complete the form it's all fine, but when it appears in our queue it's blank and if you change it manually it stays blank! The other questions are fine. Would it be advised to delete it and recreate it ? 2) Can the custom script be used to hide options on a dropdown
Field and Form Rules not sufficient
Good day, I have set up a service catalog. One of the services is providing compute infrastructure for the new user. In our organisation, each company and department procures their own hardware so part of the service request form is a question that asks the manager to specify whether he has an existing computer available or if IT should procure a new computer on his behalf that meets the minimum system specification. Should the manager indicate that he has a computer, he must specify who the current
Defining SLA based on the request type and Priority
Dear all, We're setting up SLA's and would like to have SDP setting the SLA based on the priority and ticket type, for example: Incident with Medium priority will trigger SLA: Incident-Medium Request with low priority will trigger SLA: Request-Low How can we implement this in a way that we don't need to configure the SLA for every single Form? Kind regards, JS
Disallow Non-Active Directory User Creation
We are using the Active Directory integration to manage our techs and users in ServiceDesk Plus. So far, it has worked great for us. However, We are seeing non-domain users being created through improper customer entry. Is there a way to force ServiceDesk Plus to require the customer to be a domain user? Or, enable the dynamic customer suggestion to work as a 'contains' query? Also, we are allowing emails to our SDP instance to create a ticket. Is there a way to prevent ticket creation from non-domain
Requester Conversations: Reply button on ALL entries
Our primary method of communication with our colleagues on an open ticket is via email, through ME SDP. If we've emailed the colleague requesting information and then need to follow them up as they are yet to response, the last email in the Request Conversation is ours. The only option on these emails is to 'Forward' which just reopens the previous email sent to be edited and resent. Any recipients need to be manaully re-added. It would be ideal if there was also a 'Reply' option on the email
Form manager - Field displayed over one line
Hi All I am using form designer and i have forgotten how to make a field display over both sections of a line, feel quite silly. Using SDP 9.2 9219
Query to show all products and all products associated to vendors?
Would it be possible to have a query to show products and a query to show all vendors and there associated products? Right now my acquisition team needs this in order to create some PO's but I can give them access to this list unless I give them Admin access in SD+. This would be a requirement for future releases of SD+, to allow full access to products and vendors based on certain role permissions. But for now if I could get a query at least I would be able to get by. SD+ version: 9.2 Build 9211
Having trouble getting correct information out of SDP for Breach reporting
Management is looking to have a report created that shows certain information I have attempted to go through the support channel, but can't get the information that is requested. I'm looking for a report/dashboard/chart etc to span a year period by monthly increments. Columns would be for: All requests (incident and service) opened during that month Number of requests that breached during that month Number of Requests that were closed while in breach status Number of Requests STILL open that are
Scheduled Reports not showing
We have several (about 8-10) scheduled reports. However we need to change the recepient for one of them, and when we look under scheduled reports in the reporting area it doesnt return any at all..
Error al generar informe
Buenas tardes a todos. Al generar un informe se presenta el siguiente mensaje de error. Lo sentimos, no se puede ejecutar el informe, al estar ya ejecutándose una generación de informe para este inicio de sesión. Por favor me indican la forma de solucionarlo, la falla solo es con un perfil.
Requesting ability to associate user groups with AD security groups
I think the idea of user groups is great. When it comes to notifications, announcements, etc. users groups are a valuable tool. I think that these user groups should be able to have their membership dictated by AD Security Groups. Is this already on the roadmap?
Is it possible to set an interval for the Windows Agent scan?
We really appreciate the Windows Agent. It's helped us fill in a lot gaps in our inventorying efforts. Is it possible to schedule an agent scan? Possible options could be: Hourly Every four hours Every twelve hours Every 24 hours At one or more user-defined scheduled times (10:00 AM and 3:00 PM for example) I ask because I have multiple sites in my individual accounts so the Audit settings may not be a good choice for me.
iOS App
Hi Any update as to when the new OpManager app will be available? Thanks,
Asset assigned to more than one Requester
Hi All, I just wonder if there is any chance to assign asset/workstation to more than User/Requester? This would be very helpful in case where multiple Users are using the same PC or printer (i.e. employees working on the shifts days/nights) Maybe someone found acceptable workaround, if this scenario is not supported out of the box? Any suggestions appreciated. Thanks, Marek
Searching files with custom extensions
Hi, Could you please consider feature for DesktopCentral where we can find computers with some extension. It would apear as success on comupters with file/s we seaching and with path to file (it could be many files with the same extension in different locations) and failed. Regards, Lukasz
Self Service Portal customization in Manage Engine Service Desk Plus - MSP
Dear Team, I want to be able to customize my Self Service Portal in either one of ways stated below: 1) Disable/Remove the "Home" tab altogether or 2) Clicking on "Submit New Request" on Home page should direct to the "New Request" Template directly instead of landing on the "Template Categories" page. Kindly help.
EUM Agent Not Connected with APM Server
Dear, I have installed APM on windows server with port ID 8081 (http://apm_server:8081 is currently running APM ) all the monitoring is well I have also license of EUM .. when i install EUM agent at Client and provide the APM server IP and port 8081. No agent detect on Server ... I have also try to install EUM on APM server to avoid the firewall / network problem but the problem persist. please guide me in this regard
Sites not showing up under Technician Profile
Hello, I am attempting to organize my online portal so I can open it up to my clients. I created a role that I want to assign individuals that limits their access to only viewing tickets. I also selected the option to only be able to view tickets associated with the assigned sites. The problem is that I cannot get any of my sites to show up under -ANY- of my technicians to specifically assign it to them. I have 205 store locations set up as requestors with "Site" programmed in to each requestor
Mobile Client is broken
When I browse to our site via cell phone browser, the login page has multiple problems. First, I have 3 text boxes (username, password, and domain). Why is domain a text box??? Second, auth fails always only on mobile client. Log shows that "NoSuchUserAccountException occured with message : No account to access this service" when, in fact, it does and works fine on desktop views. Third, there is not a way to customize the /mc login page or at least not a documented way. I need to be able to customize
OpManager not performing pools
I installed the OpManager Free and closed VPN with my client. I added the credential successfully performed test. I added the monitors and performed the successful tests. But I realized that OpMananger is not performing the pools. Because? I do manual testing of the monitor and it works correctly, but OpManager not doing the pools as it should.
Users ignoring request for feedback
We have a ticket status called "Waiting for user" which stops the clock as the actions are in need of more details from the user. Problem is certain users ignore the request if the issue then, for any reason, is no more. Possible to check on the status change (from anything to "Waiting for user") and automatically change the status to, e.g., Resolved (which, that one, is se to close the ticket after 5 days if no user action). Hope the scenario and the need is clear. Thanks for any help and/or tip.
Manage Engine Servicedesk Plus program group
Why the Manage Engine ServiceDesk Plus program group appears only complete for the user who installed the SDP? For other users with administrator privileges appears only "Service Desk Web Client" in the group?
API call to get direct list of users account for a resources.
Hi! Is there a way to get the resource info using its name instead of its resource ID. To get the ID I need to go through all the resource and find the one I need... and then fetch the password.
Question about SLA escalation
When you enable SLA escalation, you can select to escalate to another technician or $TicketOwner. My question is if you select $TicketOwner, and the ticket gets escalated...is it the Requester, the Ticket Creator, or the assigned technician that will get the email notification? Thanks.
Pass request values in URL parameter?
Dears, Is there any option to open a request template with prefilled some of the data? Let`s image a simple scenario in which user can request for some hardware, so he have 2 links to click somwhere outside of ServiceDesk. One is request for laptop, another one is request for monitor. And after user click a link I want servicedesk to open a new request template and fill in "Hardware type" combobox with given value. It`s a simple scenario, which I gave only for You to understand my question. And I
Auto Merge/link
Hi , I have an Issue, I wanna merge or link 2 requests automatically when second request is created (E.x: Request 1: ID: "1234" with subject this: "Email Server has been DOWN!" (E.x: Request 2: ID: "1235" with subject this: "Email Server has been UP!" Tell me It's possible? Please go ahead and help me as soon Thanks for you advise warm regards
Outgoing Mail Server
Hi. For several times I have to reconfigura outgoing mail server settings, because everything there just disapear. Most recent case was yesterday, before last update (so, I don't think that is an update issue). Have no idea how to fix this. May you guys assist me?
Sql Report - Access Permissions for user
Can someone offer support in generating a sql report based to find out the following information UserID Full Name Permissions i can run two queries 1: select AaaUser.USER_ID,AaaUser.FIRST_NAME,AaaLogin.NAME from AaaUser Inner join AaaLogin on AaaUser.USER_ID=AaaLogin.USER_ID 2 SELECT au.FIRST_NAME 'Technician', ar1.NAME 'Role' FROM HelpdeskCrew hdc LEFT JOIN SDUser sd ON hdc.TECHNICIANID = sd.USERID LEFT JOIN AaaLogin al ON sd.USERID = al.user_id LEFT JOIN AaaUser au ON al.user_id = au.user_id
Log on - default value for "log on to"
We are using domain login and so we always have to change the log-on-to field from "Local Authentication" to or domain. It would be very helpful to do this easier: First suggestion: Change the default value of this field (from "Local ...." to the domain), so that users don't need to change it at every logon Second suggestion: Possibility to enter the domain in the Username field: for example "domainu I think this would be very helpful.
List of all assets assigned to each employee
Hello, Is there a way to see a list of all employees and what assets are assigned to them? Thank you, Anthony
Custom Script Never Runs for a Request and nothing in the History Tab
hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Nothing every appears in the history tab of a request. I varied the trigger criteria a dozen ways where it should run no matter what. The python is not running and leaves nothing in the history tab The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Help! I can't associate a new requester to the Site in use
Hello everybody I have the following problem. When I try to add a new requester or modify the configuration of an existing one the "Site" to which I want to associate him (which is the one most used in may current SDP configuration) is not available in the pop up list of the available Sites. This prevent me to do the association that I need!! I have checked if everything is ok in the Sites list page under Organizational Details side bar but the Site in question is regularly there. Also I have no
PMP, change user name
Using PMP 6201. we changed the AD username of a PMP user. Is there a way to change the name in PMP, as they now cannot use either name in PMP?
Technician Notification
I’m wondering if Service Desk can send out an email when a ticket has exceeded the SLA to the ticket owner or to a specific email address?
Request - Additional fields
Hi support team I want to ask what's the maximum number of pick-list field can be added in "Request - Additionnal fields". I see number of Text, Numeric, Date & time fields but don't see the pick-list field Thanks
Last logon in Desktop Central
I have a license with 12 technicians. I would like to make a report of the last logon of these technicians in Desktop Central . It's possible ??
Report support center.
We have a support center where they receive all issues. Then they classify these incidents to you according to different technical category. I wonder if there is a possibility of having a report incidents by passing user even if they do not resolve by day.
Set Mode via a Business Rule
I recently added a mode called Voice Mail (which has critera that sets the urgency if the email message is coming from our voice-mail system by recognizing the email address). This has inadvertently changed the default behavior of tickets and now sets all my email tickets to this mode. 1) How can I fix this? 2) Can we have a feature request so that we can specifically set the mode via the business rule? I'd like the business rule to change the mode to 'Voice Mail' when the voice mail system puts
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