Custom Action for create a Change from a request?
Hi All, exists some custom action (script or any method) for create a change from a request with the request data. thanks.
New Incident Templates not showing to users
I have an issue where any incident templates I create even when allocated to all groups in 'Show Requested' and even without it being turned on. I am not sure what else to do? I am also on the latest version too.
Raising Service Requests
Hi there, I have two questions regarding non-admin users raising SRs in SD+. When raising a new request, is it possible to have an optional cc (carbon copy) option so that other people can see the SR being raised? Also, there doesn't seem to be the option for regular users to forward requests as there is with admin users (see attached screenshots). Can you advise?
9400 Change Mangement
Since update 9400 the Change site are empty (grey Background) no changes are seen. Only the calendar on the left is seen. What can i do for seen all the Changes befor update to 9400. Thanks for your help
Upgrade from Manage Engine Service desk 9.3 Build 9334 to 9400 - Windows Service Faliure
Upgrade from Manage Engine Service desk 9.3 Build 9334 to 9400. Upgrade went smoothly nut Manage Engine service cannot be started. It's keep on stopping. Any Solution ??? Form recent past onward Manage Engine Service desk become unstable risky i have encountered issues 03 time on three different version upgrade by applying service packs. Need to look this in future.
Schedule a status update for the resolved status
Hello, I am looking to see if it is, or will be, possible to set a schedule for a ticket to close after a time period when it is set to the resolved status and the user has not closed it. For example, I have a message in my notification to the user when the ticket is resolved. It states that the ticket is resolved. If you are not satisfied, simply reply to this email. If you are satisfied please close the ticket. If you do not close this ticket it will close in 3 business days. Can this be done?
Can I hide irrelevant fields on the notification email?
I have an IT Request Form and based on a series of drop-downs, different fields appear (see attached). For example, if you selected New Hire, then fields such as Start Date, Manager, Position, etc. appear. If you were to select Termination, then the Discharge Date appears. So my question is, I don't want all the request form fields to appear on my notification email, JUST the ones that have been filled out. Is this possible?
Create tickets using a script and PowerShell?
Good afternoon, I need to create 20 tickets every two days in Service Desk, is it possible to do this operation using a script and PowerShell?
New Service Category and Service Request are hidden
Hi everyone, I'm currently working on SDP MSD 9.3 build 9335. I have the current problems working with services: - how do I disable the default Service Categories so that they are not displayed on the portal ? - when I had a new Service Category, it's hidden to the users from the managed Account (Foobar and ACME). I don't see any check box related to "enable/disable" category or any "access right" section. What am I missing ? - when I create a new service request that is available to a specific Account,
ServiceDesk Plus 9.4 framework enhancement released
Dear Users We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.4 framework enhancement released. This release does not bring any new features. However there are couple of enhancements and behavioural changes that has been introduced. This upgrade removes the jBoss dependency from the framework, reduces security risk with jBoss, increased performance and quicker startup. MYSQL will no longer be our supported database. Users who have used our SCCM plugin has to reconfigure
Restrict technicans
Hey Is there a way of stopping certains technicans from viewing other incidents? Example. We have setup a rule so that anything sent to @test.com is left unassigned for a group of technicians to assign. We have setup a rule that anything to @test123.com is auto assigned to the technican test123. They will then assign this to technican test1234. Can we stop test123 and test1234 from seeing incidents that have not been assigned to test123.com? Hope this makes sense.
A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both. It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare
OU selection on Active Directory Import ignored?
I have set up a scheduled AD import but when I look at requesters, it includes many AD objects that are not in the OU selection I made when creating the import. For example, there are objects from OU "Shared Mailboxes" which are created as requesters. This OU was not ticked during import. I have deleted these requesters manually and then the next morning after the import has run, they have reappeared in the requesters list! Any ideas? Thanks
Upgrading from 6330 to 6335 problem
Hi everyone, I have upgraded 2 installations of ServiceDesk Plus and I have same problem on both. When I access as "administrator" blank page is displayed. I can login with any other users. Are there anything I can do to solve it? Thanks.
Report for survey response rates per user
I need some help building a report that outputs survey response rates per user. Also could be helpful to have survey response rates per department.
Report to show Survey Response Rate per requester
I need some help building a report that shows survey response rates by requester. Might also be helpful to see response rates by department so we can see what departments/requesters are unlikely to respond to surveys we are sending out.
Is there a way to run a report for all Incidents/Requests created between certain hours?
We have a 2nd Shift group that works from 4:00 pm to midnight, but the Technician changes all the time, and that same Technician would also work 1st Shift the same week. We need to be able to report on all tickets (Incidents/Requests) that are created just during the 2nd Shift. This report would need to be run adhoc upon request for certain date ranges. Is there any way to do this?
Back end Database
Hi, We want to look at some fields in the SD+ Database - for example, see below: SELECT wo.WORKORDERID "Request ID", pd.PRIORITYNAME "Priority", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", FROM WorkOrder wo, PriorityDefinition pd, AaaUser aau, DepartmentDefinition dpt So the fields would be things like WORKORDERID, PRIORITYNAME, etc. Can you advise where on our ServiceDesk Server that I can find the database?
Release Schedule update
Is there an update on the current release schedule? The SDP roadmap was last updated in october last year and I'd like to know when 'conversations in change requests' will be available? Kind Regards Michael
Request Filter, set as default?
I have a custom filter for requests, is there any way to set it as default?
Service Request - Task select to perform script
Is there a way if a certain resource value in a service request is selected to create seperate ticket with prefilled information in it?
Ignoring Certain Assets for scanning
Hi, Is there a way within ManageEngine 9.3 Build 9326 to ignore assets with certain status's within our network scans? Many Thanks
Conversion from ServiceAide ServiceDesk to ServiceDesk Plus
Good Morning Everyone! We are new to the ServiceDesk Plus family. We are transitioning from ServiceAide's Cloud Service Management (formerly CA Cloud Service Management) to ServiceDesk Plus. This isn't our first time in transitioning from one product to another, but we wanted to reach out and see how others have done this. What were your pain points? What data did you pull from the old system to the new (if any)? Has any of you gone from ServiceAide's CSM to this one? What are you seeing as benefits?
Custom Reports
I am having troubles creating a report based off of a custom field. The field has a yes/no answer and I need to count all of the yes answers.
Add Approvals and Tasks to Request printout
I'm sure this has been asked before, and I'm almost positive I requested it several years ago. But, when printing out a request, I really need to have options to display Approvals and Tasks. We get audited frequently and our auditors are constantly asking us for printouts of requests and they need to see the approvals tasks. What we end up having to do is simply take multiple screenshots of a request, paste them into a Word document, then email the auditors the Word document. It's a lot of work for
Rules does not work after form submission
Hi, I have problem when a technician want to edit a request after submission. In this situation, when edit request in request detail tab, he/she should fill unrelated fields in form that have hide based on rules. rules does n't work after submission request when we want edit request. Regards
Approval re-triggers on request change. How to disable?
Hi, We've configured an automatic approval on an SR, but after the SR has been approved, we need to add info in the SR. When we edit the SR and add the last info, the SR goes back to Pending Approval, and new approval requests are sent out. Is there any way to keep former approvals, even if the SR is edited afterwards? /Rasmus
use the system for "rental" and follow up
We are frequently lending out equipment and are looking for a good system to do so. As all our equipment is in the asset list already, we wonder if anybody already has somehow done this with SD+ or are using a third party tool/system linked to the assets when checking out and back in?
Forward History does not show in request history
Hi, I could not see Forward activities history in Request detail history. However Reply history is visible in Request History. What is problem? Regards Hamid
Form Load Doesn't Works While Changing The Template
Form Load Doesn't Works While Changing The Template, But Works When Loading Full Page.
Mobile Connection Issue
When i try to use the app SDP from any mobile on my network appears the error attached. I'm using in SDP the ip address 192.168.10.4:443, it can be a problem with the port? Thank's
FOS Service
I have an error while I am trying to FOS service for SDP. all the steps are correct and I am stuck in the step "Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter" the error image is attached. please help me thanks
How to set additional fields when adding worklog via REST API
I can successfully add a worklog entry via the REST API in a powershell script, but I'm having trouble setting the user defined fields. My input data looks like this - I'm trying to set the second character field we've defined. Is UDF_CHAR2 the correct name to use? UDF_CHAR2 is never set, while everything else is OK. $inputdata = @" { "operation": { "details": { "worklogs": { "worklog": { "technician": "$($task.Fields["Assigned To"].Value)", "description": "$($description)", "workHours": "$($hours)",
Service Catalog add-on
Hi, We are considering buying the Service Catalog add-on, so that we can get custom icons on the service categories, and the Editor feature on requests. But in order to use the Editor feature (https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html) the incident template needs to be a Service under Service Categories instead. Now, we have about 60 Incident Templates. I would hate to re-create them all over again, as they have a lot of field and form rules etc. Is there
Portal Customisation, Not very Customisable
Why is the portal so bland and unable to be customised? I would like to have more control over the portal so I can deply it to our users, as it is, it does not look very nice at all. Even when attempting to build field and form rules you hit road blocks you just shouldnt hit, example: I want to hide some fields, including the 'decription' box as I have created custom fields that asks all the questions I need when a user is submitting a request. But I cannot hide the description field? (see attach1)
Pop-up will not go away
Hi there, Sometimes when we hover over an SR and the pop-up appears, when we move away from the SR the pop-up stays and will not go away unless we refresh the page (see attached screenshot). Is this a system fault or is there a fix for it?
Editing Vendor information within Contract Module
Anyone tell me how to add additional information or update information for a Vendor that was created within the Contract module?
Community
Anyone else keep losing visibility to the Community from within the app?
blank screen using SSO
After enabling Pass Through - users & administrator only gets a blank screen Who do I get access, I am not able to disable Pass Through without the GUI, or?
Category Report - Report to show unused Categories over the past year
We are in the process of updating our Service Catalog and I would like to run a report of the previous year's Requests and determine if there are any unused Category/Subcategory/Item during that time span. We are on version 9.3 Build 9334 using a PostgreSQL database. Thank you in advance.
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