Approvals By Requesters
I have two questions about requesters performing approvals: 1) If I have a web form with some workflow requiring approval both by a technician and a requester - can the requester approve a request? They are not a technician so they do not have a license. 2) Can a requester approve a change request? Thanks
Mobile url access - how to disable.
By default, if using a mobile device the URL gets redirected to http://ServiceDesk/mc/... Is there anyway to turn this off? Thanks in advance.
Service catalog creating Duplicates
hi when creating a service catalog, it creates duplicates, so 1 is submitted but it creates 3. did anyone else have a similar issue?
Account dropdown location
Is it possible to move the Account field dropdown? I would prefer this dropdown be all the way to the left rather than the middle of the screen. With EACH request being created, the Account is selected is key and I've had users create a ticket then realize the Account is wrong. So, when they change the Account all they've typed is cleared out. I believe you can change the Site which will change the Account but I would rather avoid this situation completely. If it means editing an underlying
mobile application
hello everyone, could you please tell me if i want to have service deskmobile application MSP how i can do ? i download the service desk project management and try to login with user an password in active directory ,but i get login failed error. however i login with same user in service desk helpdesk . thanks
How to add a widget from Analytics Plus
How do I add a widget from AP? Also how do I create custom dashboards in MSP?
Asset Explorer and how ManageEngine defines Uniqueness
Please can you clarify how ManageEngine distinguishes when a machine is unique. The below article states there is a hierarchy order of how the software defines what is unique, but there are some contradictions. "Consider a workstation with different name and Service Tag, but with same MAC address as the one already available in the application. On performing a scan, the details of the existing workstation will be replaced by the newly scanned workstation." According to the hierarchy order in the
Change Template
Hello dears, How could I hide the "Workflow" drop down menu when filling the change template. My use case is that I already have a predefined workflow for the change based on different aspects and need to disable the user from selecting the workflow. Is that applicable?! Thanks, Rehab
Open ticket via mail to another account
Hello, As a Service Provider, we need sometimes to open ticket for another account. Example : I receive an email from my customer and I would like to create the ticket by forwarding the email to the support address of the account. We setup the account xxx with the custom mail address : support.xxx@mycompany.com . So I forward the mail to this address... Unfortunately, the ticket is created but under my own Account. How can I do to have this ticket under to account xxx ? Thanks for your help
Hours based contracts
Good morning, I offer to customer hours based contract, i've seen on forum old posts about this. I need to associate to contract hours amount (say ten in a year) and then subtract from this amount every work or intervention of technician, I also need to be advised when hours amount is near to 0. Is it possible with service desk plus? Also which are the difference beetween Plus and PlusMSP version? I'm a MSP. Thanks in advance.
Survey Enhancement
Hi, I see from the road map for ServiceDesk Plus that soon you will be implementing enhancements to the survey module. We really could do with the changes that have been specified. Do you know how long it will take for these changes to filter down into MSP edition? Many thanks,
Mannage Esset Expiration
hi, we would like a new incident or reminder to pop up when costumers essets rich 1 month from warranty expiration date so we can mannage all of the costumers essets. how could that be done? thank you!
Requester Notifications
Hi All, Does anyone know how to amend the Requester Notification "Acknowledge requester by e-mail when the request is updated." to include any details of what was actually updated. For instance if i change the of a ticket to On-Hold and add the message "Requires requester input" how do i get this detail added into the requester notification? Any help or guidance greatly appreciated. Kind regards Mark
error on request
Hello, We are getting attached error on some request, help please. regards, Ertan
Configure Other ME Products option not visible under Admin Tab
Configure Other ME Products option not visible under Admin Tab
change fields at import requesters from AD
Hi, if I import requesters from Active Directory the AD field OFFICE is put in the ServiceDesk field SITE. But I want the AD field COUNTRY in the ServiceDesk field SITE ? can anyone help me out here?
E-mail a specific user upon one service catalog submission
Greetings, We have a use case for one company's termination requests to be sent to a non-IT user so they know to cut access to a specific system. This user is not an SDP user and we will not be spending the money to create him as a technician. We will want this functionality for only one Service Catalog item. I thought about making him an approver via Work Flow but that's sort of a crappy workaround and, actually, I may only be able to do that on a company-wide basis. Suggestions?
Department names have changed, how do I update old tickets?
We have reorganized our company, and many department names have been changed or tweaked. When requesters view "all department requests", only a few requests show up since it queries the new department name. I assume that I need to run DB queries on the backend to update all the old tickets, but I am unsure of how to do so. Any help would be appreciated. Thanks! Jordan
REST API: HTML tags stripped out of ticket Description on creation
I am having an issue with the REST API where anchor tags are stripped of their attributes when creating a ticket via the REST API. JSON body: data:{"operation": {"details": {"description": "<a href=\"http:\/\/www.google.com\">TEST<\/a>","requester": "Example User","site": "Example Site","subject": "Title of the request.","account": "Example Account"}}} Results in { "operation": { "result": { "status": "Success", "message": "Request updated successfully" }, "details": {
Local User Authentication fails after enabling Active Directory Authentication
Hello, after enabling Active Directory Authentication the local users authentication does not work any more. Import from AD users and authentication with them works as expected. After enabling and typing AD credentials the domain field switches to the given domain. After using local credentials it does not switch but generates error like “user or password invalid”. Is it possible to have both authentication mechanisms simultanously? Best regards Timo
Adobe License Keys
Does Service Desk Plus MSP have the ability to report on the license keys that are installed on systems? Specifically Adobe Acrobat Versions. I am running Version 9. 9009 Running this report. select sys.WORKSTATIONNAME, slist.SOFTWARENAME, kinf.PRODUCTKEY "Installed LicenseKey", lic.LICENSEKEY "Allocated LicenseKey" from SoftwareList slist LEFT JOIN SoftwareInfo sinf ON slist.SOFTWAREID = sinf.SOFTWAREID LEFT JOIN SystemInfo sys ON sinf.WORKSTATIONID = sys.WORKSTATIONID LEFT JOIN SWINStallationKeyInfo
"Closed Request" Message Box Display When Ticket Status Change to "Resolved"
Hi ManageEngine Plus MSP Team, May I know whether the "Close Request" message box can be showed when Technician change the ticket status to "Resolved"? Currently the "Close Request" only appear when Technician change the ticket status type to "Closed". Please advise. Thanks & regards, Wai Chee
Change the Request ID
Hi, Is there a way to change a tickets Request ID after it has been submitted? Thanks
requester -email
Hello, Is it possible to add requester's e-mail address into requester details section on request(incident) form like job title, departman, contact number. Regards, Ertan
Rest API GET_REQUESTS
Hello. The non-MSP version of ServiceDesk Plus API has the "GET_REQUESTS" operation that getts all the requests for a view. https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests It looks like this functionality is not available in the MSP version. https://www.manageengine.com/products/service-desk-msp/help/adminguide/api/request-operations.html Is there some other way to get similar functionality in the MSP version?
Business Rules - Action to set 'Request Type'
Good Morning, I have asked this before and was informed it would be part of a later fix. We are currently up-to-date with our fixes/patching, but still do not see the option to set 'Request Type' when setting up a Business Rule in MSP-Plus. Please see attached screenshot for the options we see. Are there plans to expand the available options in the near future? Best regards Jon Ward, Technology Solutions, UK
REST Api changing created by parameter while adding request
Hi, I am using the REST api of manageengine to create request in the system. As a technician I am using my api key generated to create request and implementing in an custom application. But the issue I am facing is , any employee can use the custom application and create request but everytime the createdby parameter is assigned to me though the requester is different. I want the requester name to be same to the parameter created by. How is it possible. I tried to send <createdby></createdby>
Calls in daily and weekly
Dear All, Can you kindly help me with a query for MS SQL that can pull a daily and weekly report that would show the following: Assigned to Calls closed within SLA Calls closed Outside SLA Calls still open Within SLA Calls open outside SLA (BACKLOG) I look forward to your kind response. Thank you. Best regards, Margaret.
Add Category & Sub-category
Hello, I have some assets which are not belongs to the pre-defined IT Assets category (Servers, Routers, Switches, etc.) Is it possible to add Category & Sub-Category in IT Assets? Please advise. Thanks.
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
Manage Engine Plus MSP - "MSP Details" VS "Account Details"
Hi ManageEngine MSP Support Team, Question 1: I am using ManageEngine Plus MSP, may I know the followings: Differences between "MSP Requester" under "MSP Details" and "Requesters" under "Account Details" ? Differences between "MSP Service Level Agreement" under "MSP Details" and "Service Level Agreement" under "Account Details" ? Question 2: My company is having 2 properties with different 2 domains. Both properties also consist of Technician which shared across the 2 properties. May I know whether
Site name wrongly associated with other site
Dear Team, I would like to inform you that Previous issue (Site name wrongly associated with other site ) is still persist. Today, I have observed that while new request has came to the helpdesk it assign site BBL but this request has come from another site which is NERIST. I did not understand why every new request is getting assigned to BBL site. Real Scenario : ID:340 Requester Name : Rashid-ul- Alam this request has come from NERIST site. But in the screen shot you can observed the site
request approval/rejection email templates
I am looking for the location of the request approval/rejection email templates. I would like to edit the content to be more informative but am unable to find where i can edit. Does anyone know where these templates are? I have looked under organization details > notification rules, and self service portal settings. Where else could they be?
Limit on Category, Sub-category and/or Item?
How can I add extra categorization? 1-Category / 2-Sub category / 3-Item - Subdivision? - Subdivision? .... Why we used only 3 Subdivision?
Custom trigger
Hello, I would like to execute a script as soon as the ticket is assigned to a technician. Is there a way to do that with the custom triggers ? Or with something else ? Thanks for your help.
Cannot find "change to technician" botton
Greetings, I cannot find the "change to technician" botton in the "edit requester form" Those user were changed from technicians to requesters but I was not able to change them back. The Service Desk MSP version is 8309. I´m I missing something? or is this a bug? Thanks for your help, Regards
repetitive "FCR unmarked "and "conversation ID xxx added..." logs
Hello, Although tickets have been closed , they are being repeatedly opened. Sample logs are as follows . Regards, Ertan Created by System on 22/03/2017 22:44 Operation : CREATE , Performed by : System Technician assigned to request through Tech Auto Assign Updated by Murat Bayrak on 22/03/2017 22:51 Request Updated by Murat Bayrak Request Type changed from None to Olay Site changed from None to OSMANBEY Group changed from Servis Masası Grubu to None Category changed from None to HATA TEKNİK Subcategory
SDP MSP Build 9200 can't install with MySQL
Has anyone had any success upgrading to build 9200 or above while using MySql as the database (on linux)? The installation breaks in all sort of ways. It first breaks by looking for mysqladmin in the ./pgsql/bin directory. After fixing that, the upgrade breaks midway with an "Unable to start MySQL server on port 3306, since another instance of mysql is running in this port." error. If you try stopping mysql before the upgrade, the upgrade errors out right away so that isn't an option either.
Is it possible to setup more than 1 incoming email to create tickets?
Is it possible to setup more than 1 incoming email to create tickets?
Customize the ID of requests or incidents.
How can I personalize the ID generated for every request or Incident? I need it sequencial but with a special format.
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