How to add columns in the template that allows you to write and others that do not.
Good morning team, I'm creating a template and I need to put a table as attached image, where the first and second names are fixed, and the last line allows you to enter numbers. Is it possible to do this and if so, how should I do it? BestRegards Eufrásio
Data Look up
I have placed a new field on an Incident template which I want to be populated with details associated to the requestors name, the information required is on the user table, is it possible to do this in SDP?
Merge Requesters on SDP 9400
Hi. Is there a way to merge requesters on the new SDP 9400? Thanks.
Error Notifications on ServiceDesk Plus
Hi, I'm having problems: 1. I installed SDP on linux, when I created and assigned a requirement for a technician, that technique did not get the message on the bell. 2. On version 9.4 Build 9416, when I login with users, the system displays the live chat feature, but when logged in as an administrator, the system displays as chat room. Thanks for any help on this topic
Account Requirements for ManageEngine ServiceDesk Plus Service
We recently had to change the service account for ME ServiceDesk Plus. Since that time, we have not had a successful backup. I am pretty sure these are related. Can someone tell me if there are more requirements for the service account?
No longer able to log into Mobile App on Android
After upgrading to Build 9416 and updating Android client to version 4.6 I am no longer able to authenticate with SD+
Customize the request form on ServiceDesk Plus
Hi everyone, i want to ask: 1. Can I customize my display information? (attach) 2. Can I set the Due Date field in the request form?(I do not want to assign that job under the SLA) Hope to get help Thank you very much
Bypass BackUp for ServiceDesk Plus v 9.3 build 9335 for Upgrade to 9.4
I already conducted the full backup for the ServiceDesk and I waited 6 hours for it to complete. Then during the upgrading process it says that it recommends that you backup the system again and it automatically performs the fullbackup, which doesn't make sense if the instructions are to do a back from the start and then run the update manager. Is there a way to bypass it the 2nd time so we can just do the upgrade only? I have edited the file UpdateManager.bat I run it and it still doesn't bypass
set field value
Hi all, here is the scenario, in short: I have a service request with five tasks each for diferent technicians or groups. Tasks are assigned to technicians automatically based on created dependencies. Technicians can not acces request details based on group membership and permissions but I need to provide some informations to them. For example I would like to set request description value to description of assigned task. Or value from resource item on request form to set as description or comment
What is VIP users?
Hello Friends, What is VIP user?
Remove previous Service Packs
Hi there , I notice that when i upgrade the service packs there are old ones listed and the option to remove these, is it safe to remove these, what is recommended?
Timezone Updater
Hi Can you help me Can I use this to change the time zone? Java SE Timezone Updater 2.2.0 http://www.oracle.com/technetwork/java/javase/downloads/tzupdater-download-513681.html Can you advise me on the steps necessary to carry it out? Thanks
ServiceDesk Plus 9419 Released
Dear Users, SDP 9419 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9419 : SD-73208 : After upgrading to 9418, approvers are unable to approve incident/service requests in the Standard and Professional edition. SD-73207 : Upgrade failure occurs if the notification subject and description in custom Change status are empty. This issue occurs in those setups where mapping of old status to new custom status
Both techician and requester for different sites
Hi all in a customer SDP configuration there are a lot of techichian dedicated to support a specific site (called Field) but at the same time they could be requester for a different site (called HQ). There is the way to "switch" view from techician to requester? If i assign them also for HQ they can manage also other tickets. Thanks
Technician Licenses
Hi, How can I see when technician's last logged in by date and time? Thanks, Tracy
Can I add an attachment or link to a document in service catalog request template
Can I add an attachment or link to a document in service catalog request template
Creating request using API, duplicate display name
I create new requests using the API. We have some requesters with the same display name, but unique email addresses. From what I can se the only way to specify the requester is using: <parameter> <name>requester</name> <value>Firstname Lastname</value> </parameter> However, when there are two users with the same name all requests get assigned to the first of them. I want to specify the requester with a mail address since all mail addresses are unique, however
Support groups
Hi I have support groups set up with technician for each support group , i would like to know how do i set it up so that i can allocate tickets to the support group so that the technicians in that support group can pick the unassigned tickets in their group for instance support group ( Network Infrastructure) all network related calls are allocated to this support group and all technician in this group can view the tickets and pick them from this group
Reports standard free edition
Hi I am trying to see whether we could generate reports with the free version of the product. As, I did not see anywhere in the standard version that I could go ahead and create the report. I hope we could, as I would like to generate reports based on critical, medium and low incidents. In that way, the management could see the reports and find out that we meet the SLAs. Appreciate your feedback and help no this. Thanks John
Generate report for 'Time Taken to Resolve'
How can I generate a report of a sum of 'Time Taken To Resolve' in 'Work Log Details' on all 'Closed' tickets in a specific time period, against the different type of 'Service Category'?
Survey report
HI, Need help to provide report query for below values: Request Title Requester Request Created Time Technician Completed Time Rating
Do you guys update this roadmap portal?
I am looking at the roadmap portal and it was last updated like 5 months ago. https://www.manageengine.com/au/products/service-desk/help/adminguide/roadmap.html
Are there any means to trigger a custom form to be filled out when a request is edited ?
What I need to do for compliance reasons have the technician answer a series of 5 -10 questions when closing a request - this is for NERC-CIP compliance
ServiceDesk Plus 9416 Released
Dear Users, SDP 9416 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9416 : Vulnerability : SD-69292 : Vulnerability of an unauthorized user able to create, edit, and delete currency in the application is fixed. Requests : SD-72110 : Purchase requests couldn't be associated with a service request from the service request. Purchase : SD-70963 : Purchase Requests with similar vendors are not listed in
How to upload the emails that come in as requests to the ticketing system and create tickets
We lost one day worth of data in the DB. How can we import those emails that automatically creates as tickets into the system and put it back in the same format like ticket number, date and time.
ServiceDesk Plus Spell Check Dictionary
In the recent past versions I swore there was an option to select Google as the spell check dictionary, as of now in version 9.3 Build 9335 that option is not visible if available at all, we have all our techs wondering why the built in spell check is bad and offers worse spelling/pronounce options then our own. Is there away to change the spell check settings or is it set by the default browser being used? (Mine is Opera LOL)
Report Request
Hello, Is it possible to find all tickets in a certain status and move them to a different status? I'd like to get tickets that are waiting on a vendor to move back into an open status so they can be followed up on. Any information would be helpful. Thanks, Matt
Servicedesk not responding
Hi, when we use the mail module of servicedesk, we often get the browser message at the button, that servicedesk is not responding. I know this is a combination of the network, infrastructure and application. Is anybody else having this kind of error? it is quite annoying when you have a lot of tickets and want to use the dialog functionality within servicedesk. We are running the latest version of servicedesk.
Change the status to denied
We're looking for a way to auto change the status on an approval request that has been denied. Currently when we receive a ticket that requires approval, the help desk manually submits it to the appropriate party for approval. Generally speaking, they are always approved. However, lately I noticed that if one is denied, it returns to the regular ticket que and looks identical to a ticket that has received an approval. Is there a way to change the status on a ticket which has been denied to a denied
Logs about the abnormal termination of the SDP server
Hello. Where can I see the logs about the abnormal termination of the SDP server? Logs by addresses "<SDP installation dir> / logs" and "<SDP installation dir> / server / logs" are empty. Logs by addresses "\var\logs": Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server ... CLASSPATH: /opt/ManageEngine/ServiceDesk/bin/run.jar:...
Survey Skipped users List
Initiated the Survey, some of the Requesters are skipped the survey. How to know who are the users skipped the survey Immediate response appreciated
Requester cant show the list of technician or support group to select
Hi I have recently added requester and technician in SDP and login with requester account. When adding a new ticket I am not able to select the technician or any support group to assign my ticket to them. Please help!!
Move asset to expire state
Is there a way to automatically move assets to a retired state if they haven't communicated with the server in a certain amount of time? We would like to have assets set to state of expired if they can't communicate past 90 days.
Requester cant view technician or support group list
Hi I have recently added requester and technician in SDP and login with requester account. When adding a new ticket I am not able to select the technician or any support group to assign my ticket to them. Please help!!
Query report that shows count of both Requests and Tasks
Hi I need Query report that shows count of both Requests and Tasks group by status in same table Is this available Thanks :)
Generate technician wise report in tabular format with Custom details
Dear Team We need to generate the report with following details in tabular format. Report should be technician wise : 1. Total Call logged 2. Total Closed Call 3. Total Pending Call 4. Total On Hold Call 5. Total SLA Violated Call Data base: Inbuilt Database in Windows Please suggest and guide me. Thanks for Advance.
Generate technician wise report in tabular format with Custom details
Dear Team We need to generate the report with following details in tabular format. Tool Used: Manage engine Service desk Plus Report should be technician wise : 1. Total Closed Call 2. Total Pending Call 3. Total On Hold Call 4. Total SLA Violated Call Data base: Inbuilt Database in Windows Please suggest and guide me. Thanks for Advance.
Sites from AD Wrong
The user information being pulled from AD is wrong. The site where the user resides is not the same as what is in the Active Directory contacts list.
Turn off Notifications when Request logged through SS portal
Guys, Can anyone think of a way to turn off notifications when someone has logged their request via the Self Service Portal, yet keep them if logged by email or by phone? As someone has pointed out, if they are using the portal then they know the call is logged and how to get back to it if they want to check on how it is progressing. Thanks In Anticipation Ian
Add note with Powershell and API V3
Hi, We have existing scripts that utilizes API V2 to add notes to requests, and it works fine. Now we want to update those scripts to use API V3, and I can't get it working. We are running SD+ 9411 by the way. Can anyone provide a working example, or point out what I am doing wroing? Thanks in advance, Rasmus This is what I have coded, which returns a status code of 4007 (failed): # GLOBAL VARIABLES $sdphost = "http://servicedesk-url/" $techkey = "XXXXXX-XXXXXX-XXXXXX-XXXXXX-XXXXXX" # CREATE NOTE
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