Take the ServiceDesk Plus annual customer survey now
Hi folks, We're running the ServiceDesk Plus annual customer survey 2017 to get your feedback on ServiceDesk Plus, and to understand how it is used in your organisation's IT. The survey covers various aspects of ServiceDesk Plus including product usage, your experience with our support team, and new features you'd like to see in our upcoming releases. Please take 10 minutes of your time to take this survey. Your response will help us improve the IT service management experience that ServiceDesk
Columns in custom reports are not in alphabetical order
Product: Service Desk Plus Version:9323 Module: Reports Decryption of problem: When we creating new custom report using report modele and wizard on step 1 in Available columns they are not sorted in alphabetical order same in step 2, advanced filtering and step 3. It's hard to find something using those long list if you don't know what is proper name. It would be great if you could improve that. It don't look good right now :/
Resource - Text Box
I want to be able to add a text box to my resource section of the template. Basically I want the hiring manager to see the standard software installed on the computer. How can I do this without it looking like a question or requiring check boxes?
Duplicated Automated ticket creations coming in from email, due to communication during troubleshooting
I have a problem and want to publish I here to see if anyone have this problem at their company and how did you go about addressing/fixing the problem. The problem: As a process we are having customers send an email to the 'Helpdesk'. Once the email is receive, a helpdesk ticket is created within Service Desk Plus. But if further communication is done (via Outlook) and they decide to CC'd the 'helpdesk email', Service Desk Plus receive that email and creates another ticket...and this could be multiple
Regarding Supported Language
what language is supported? Can I change the Language into Japanese after installing by using the latest update module from this site?
SD+ on new Server
Hi, A few weeks ago I installed SD+ on a new server for testing purposes and it worked fine after some tweaking. I then went on vacation for a few weeks and when I arrived back today, the web link on the server is saying the page cannot be displayed. I checked the services, etc and they are all up and running so I'm not sure what could be causing this issue. Can you provide assistance? http://localhost/HomePage.do?SkipNV2Filter=true
Feature Request Security Incident Tab for ServiceDesk Plus (Both On-Demand and On Premise versions)
We are having to log more incidents and do investigations for Security Incidents. This can be anything from a Breach, Malware or Virus. Which can also come from internal (USB, CD, etc..) or external such as an email. Each incident needs to have a log and a timeline that can be assessed. A report has to be done and lessons learned also. What I am proposing is a way for users to report in a normal fasion to the ServiceDesk as a request then we as the Technicians can turn that request into a Security
ServiceDesk Plus 9325 Released
Dear Users, SDP 9325 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9325: SDF-68773 : ServiceDesk Plus now supports deploying Desktop Central's User-defined Configuration templates from your request window. Behavior change in 9325: Steps for installing or uninstalling software applications using Desktop Central Software Deployment feature has now been simplified. Please refer to the below link for Issues
ServiceDesk Plus home screen for requesters
My ServiceDesk Plus screen shows a home screen with an icon that reads "Submit your Request", which takes the user to the default Service Request screen to select a service or incident template. However, on one youtube Demo I saw two links, one for Incidents labeled "Report an Issue" and another for Service requests labeled "Create a New Service Request". How can we configure ServiceDesk to show several links in the home screen with custom defined labels?
Task Interface Across All Modules
Most of our projects, changes, etc. use many tasks and checklists (100-200 is not uncommon). There are two restrictions in working with tasks that I would like to request be improved. First I would like see the restriction from 50 tasks per page be increased to 200 or 250 like many of the other grid displays in SDP. I love the interactive grid interface when working with tasks. However, if I use the interactive grid to change a field value, the grid returns to first set of records in the display.
How to delete "Model" from ServiceDesk Assets
Added a model and forgot to change it from desktop to laptop and I either need to modify and change it or delete it so I can recreate. What steps do I need to do to make this happen. Tks Mark
Approvers automatic e-mail
We have a bunch of forms that goes through more than one approver for us to go ahead with the request, I can change the email in notification rules but is there a way to have more than one for different approvers?
Change order of fields in "Asset Details"?
Hi. I might be stupid, but how the heck do I change the order of fields in the form for adding new Assets manually? In the screenshot I provide I want to change the order of the two fields marked. (I've looked under "Edit Configuration Item Type" but Asset Details doesn't show up there. )
Search showing no results
After upgrading to 9325, I attempt to search for a user in our Asset module and it shows with no results. To clarify, previously it would say "No results found for (insert search term)." Now it just shows a blank page with the top drop downs. I performed the search against myself which i know i have assets assigned to me. Is this a known bug? Is there a work around?
Issue editing a workstation
Does anyone else have this issue. I tried to submit a ticket but no one has responded to the ticket. When you try and edit an asset(Workstation) the "Model" is not retained. This is a required field so if you make a change to the asset it wont let you save it unless you put the model back in. Please see the attached files for an example. This only started on version 9.3 Build 9323. I have upgraded to version 9.3 Build 9324 and it did not fix the issue. Database PSSQL I have cleared the the cache
Scripting Incident Status Changed Comments Field
I am trying to script adding a note to the ticket when the status changes to on hold and include the status changed comments field. I cannot locate the status changed comments. Does anyone know how to reference it? Thanks.
Daily scheduled report
Hi All, I am very new to this tool. I want to have few report which will run everyday. 1. Report to show all open ticket (list of open tickets to particular support team everyday) 2. Report to show inflow (list of newly assigned ticket to particular support team everyday) 3. Report to show ticket closer (list of tickets closed by particular support team everyday) Can anybody help me here how can I get these reports? Thanks in advance.
Widget to show inflow per support team
Hi there, I want to have a widget which will show me the inflow of tickets per support team. Is there any such widget available. Please suggest! Thanks is advance.
Disable Phone Apps Service
How can i disable only the phone apps service? Because a vulnerability we have to disable the phone apps and maintain the service for the web.
Report of Service Requests vs Incidents
I have this report that I created that shows the tickets created last week. Is there a way that I can show in groupings, the Service Requests vs Incidents? The report is MSSQL. SELECT "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "wo"."TITLE" AS "Subject", "wo"."CREATEDTIME" AS "Created Time", "serdef"."NAME" AS "Service Category", "lvd"."LEVELNAME" AS "Level", "pd"."PRIORITYNAME" AS "Priority", "wo"."COMPLETEDTIME" AS "Completed Time", "wo"."TIMESPENTONREQ" AS "Time
ServiceDesk Plus 9325 Released
I have notice that the 9325 release has broken our API integration, has anyone else notice this? This is extremely important for us and I needed to update to 9325 to fix a bunch of issues we have since 9320 but now I have to wait since 9325 will cause more bugs. Lately it seems like the track record for sdp updates isn't that great, it seems like the updates break more stuff then they fix.
ServiceDesk Release 9325
Hi, I have upgraded our servicedesk to 9325 however there's an issue with change management. As technician I cannot put myself as change requester (it previously work before). Not sure if this is related to the issue but I'm also the change owner. We are doing this process internally if we have to do patches, upgrades etc. Rowell
Iphone app
When I scan a product it does not bring the serial numbers in. Anyone know why?
Reporting on tickets opened and closed
Hi Could you help me create a customised report. I'd like to see total tickets created today, calls completed today broken down by technician, and how many tickets are older than 7 days old. I'd like it to be per specific support groups though. Thanks in advance Emma MYSQL Version 9.3 Build 9308
Export and Import a list of users.
Hi All I want to export a list of all the users from the tool and it should be xl or CSV type to be able to to make some changes, and again I want to import that updated list to the tool. The users list should contain the below information/columns. Name, Login name, Email, Department Name, Phone, CI Type, Job Title, Site, Domain, Project Role, Employee ID, First Name, Middle Name and last name Is there a query I could run to get this infor then I will export it to CSV and import it? Please assist
Administrator User - License
Hi would like to know if is necessary to have the administrator user enable all time or if there are any way to delete and assign all the admin roles to other technnician because is right now that user is only used like super-admin for configuration purpose (add roles to the techs) and is one license we are consuming and it and we think that it could be assign to another of our technicians. Thank you, Jacir
Restoring backup on test server not populating system
Hi I've taken a backup from our production environment that is in two parts. When I go to bin\restoreData on our test serve I restore part 1 first then part 2. The process seems to complete with no errors. When I log back into the test enviroment none of the data from the backup is populated. Our test server is not LDAP integrated at the moment whilst our production is. Could this be the reson?
Report Technician's role
I need a report about Technician's role to track SDAdmin and SDSiteAdmin for audit reason. Can you build a Query for that?
Unable to save any details on the site.
Hi Team, While i am trying to edit one site and making changes to it and then trying to save the same ,but unfortunately i am getting the below error without the changes been saved. "failure exception while processing the request " _J
Scanning for new software
The agent scan isn't picking up all software installations. We recently installed a piece of software onto around 60 workstations - but when you scan those workstations the software isn't listed in the results. Help!
Report that shows incidents resolved/closed within 12 hours
What is the best report to run that will show me requests that were resolved within 12 hours of being created .If a report does not exist then maybe a query that I could run,
Submission status restriction
Hi, can anyone help with a question please? I'd like to be able to restrict the fields that technicians can select when submitting a change (as per the attachment). I'd like only the 'submit to change' field available for selection within the status drop down. Does anyone know if this is possible please?
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
What is the difference between ServiceDesk Plus and MSP?
I'm trying to figure out which product is right for my company. We have two IT team within our company. First team supports our internal employees and 2nd team support our external clients. Does Plus support multiple accounts or will I need MSP?
ServiceDesk Plus - Report to view Incident History
Hi, I need the query to view Incident History. I also need a query to get the amount of time spent by each technician for an incident that has been reassigned one or more times. Thank you in advance. Steven
Password Problem
I forgot the password to my school account. Is there any default password or a way i can login without my password
Form rule to check entered value
Hi, We need a FFR to validate if the entered value was already used on older requests
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Create 2nd request when 1st request created
Is there a way to auto create a 2nd request when the 1st request is created? I know you can link and duplicate requests but this doesn't apply; I would like to auto generate the 2nd request when the first one is created. Have templates for both requests.
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
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