How can I include the requester on and email communication sent from Outlook?
Now, when a technician replies to a request via Outlook, it appends in the ticket but the requester does not get notified. How can I make it so that when a tech replies via outlook, the person in need of help gets this as well?
"Not Auth" in request list
Many of our SDP "requesters" simply see "Not Auth" for certain list fields including "Technician" or "Status". These are fields we don't permit requesters to set when they submit a request or incident ticket, but they should obviously be able to see. How do I configure these fields to be visible in the request list for requesters?
Missing Category
Hi, When I create a template for incidents I have a category called 'Service Category' and I have the option to add this into new templates. This option is not available in Service Request templates (see attached). If this Service Field exists for incidents, how do I import it in to use it with Service Requests also?
Help with Report on History Tab of ticket
I am using ManageEngine ServiceDesk Plus 9.1 Build 9118. Does anyone know if you can create a report based on the fields in the History tab of a ticket. I'm specifically looking for the created time and the updated by who. See attachment
survey link
hi, i add survey link but it doesnt work. please help me
Export list of workstations that failed to scan
How do I export the current list of workstations that failed to scan?
ServiceDesk Plus 9320 Released
Dear Users, SDP 9320 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9320: SD-68034 : Request Listview : Request column spacing is getting increased intermittently. SD-68227 : Request Listview : Unable to resize "Linked Requests" column. SD-68235 : In addition to the default module delimiter for request, emails with subject having the base delimiter is also considered to identify the parent request id.
9320 - Error
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Build 9320 - Query
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Temporary Technician licenses for company merger.
We will soon be merging with a company that has service desk plus. Can I obtain some temporary technician licenses so we can keep both sites up during the conversion?
Notification Rule: Notify technician when a request is updated by editor
This rule does not appear to notify the assigned technician whenever the ticket is edited/changed by another technician. Am I misunderstanding the intent of this notification rule? Does anyone else successfully use this notification rule for same purpose? We are running 9304 with MS SQL. Thanks in advance, Craig Rice
Register button did not work in IE 11.0.9600.16428 (KB2841134)
Good day, I was just about to sign up the community and in our environment IE is the standard browser. After I received the register link I specified a password and clicked "Register" In IE the button was without function. On Google Chrome 55.0.2883.87 all fine. Thanks and best regards Manuel
Scanned Software
What is the best way to manage odd items that get picked up as scanned software? I'm getting a bunch of items in a hex form that seem to be installed on Mac OS as part of Adobe. See attached.
Request List does not work after upgrade 9311 to 9317
While upgrading to 9317 from 9311 the following issues has occurred. clicking on Request List will either show a blank screen or "Sorry an error has occurred Unknown error occurred while processing your request" release notes states SD-67743 and SD-67751 "Request view page is blank" have been resolved Issues Fixed in 9316: SD-67740: Request list view page is blank for some technicians after migrating to 9315 Upgrading to 9319 also causes the same issue
Scanned software overload
We have been running SDP for over 3 years and are trying to "clean up" the assets. At this point there are over 6000 items in scanned software. Would it be best to delete all of them and start over? Is there another way to know what is "real" and "in use" software versus something that was scanned 3 years ago on a workstation that has been disposed of.
Filed & Forms Script
Hi I have certain conditions in Feild & Forms, Now if the condition is met I want to set Change Type as "Normal" and if the condition is not matching set Change type as "Pre-Approved". I am able to set "normal" but how to set IF NOT "Pre-Approved" ? SDP Version is 9.2 Build 9238. Thanks in Advance.
Task not emailing on submit
I have a template that is setup with a task that is already assigned a technician. When the ticket is submitted the technician is not being notified about the task. I checked the notification settings and the box is checked for Notify technician when task is assigned. Am I missing something? Do emails for tasks get sent when the ticket is submitted?
Survey
Can I assign permission just to manage survey ? What permission need?
Survey Reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered, which we don't want to count in the equation. Is there a way to write a SQL query (working in MSSQL) that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
agent version not showing on version 9319
Hi, I updated to version 9319 on serverside. On client side I did install the asset explorer related to this new version. but for some reason the agent version is not showing up:
Support group name issue
Hi, After upgrade to version 9.3.19 we are facing issues when trying to change the request view in internet explorer. Support groups names with special characters (like ç, ª, é ) wont show the request list
ServiceDesk Plus 9319 Released
Dear Users, SDP 9319 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9319: SD-60611 : Timeout issue occurs while importing large number of users from LDAP SD-47313, SD-66129, SD-62175 : Cursor is not placed in the "to" field or the "description" field when we hit the 'reply' button in requests. SD-65711 : "Change Password" option is available for users who have logged using the AD authentication. SD-66772
API - Add Tasks
Hi Using the API - are you able to add tasks to request?
About the size of description
I received a message below, "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html " Please let me know what is this and how to fix. Thank you
Incident updates not saving
We have an issue in that each time a user (technician) tries to edit a request in the helpdesk – after they have made the changes and hit update – instead of saving the changes, a new request is opened. They have to tried a number of times to make the changes before it will save. Appears to be random. Anyone else seen this? 9.3 Build 9312
SDP API - Add Tasks
Hi, Using the API (specifically for PowerShell) can we add tasks to a request? Thanks!
Chat Issue
Hi there When we have a Chat session running, we now have to update the technician site manually to see what the user have written. The user gets the text without having to refresh the Explorer. I have got an answer from servicedeskplus saying that this is by design?????? Did any of you get this to work with auto updating ? For me this gets no sence that we have to manually update the Explorer to see if the user have written anything for us ? /Ivan Rafn Ps. If not explain corretly, i will be happy
SAML identity manager integration feature in SDP
hi there please add SAML identity manager integration feature in SDP , you have such feature on servicedesk plus On-demand if possible add it to On-premise version also. regards, omid ghanbari
automatic timer start as ticket created
how it possible that as ticket created using business rule and assigned to technician it will start the timer for that ticket
Issue sending replies
We have an issue with our instance of ManageEngine Service Desk in that replies to incidents are not being sent or recieved and are also not recorded in the incident history. Frequently users (technicians) reply to a helpdesk job and the reply window closes without error but no email is being sent to the requester or recorded in the system. They have to retype the reply and attempt numerous times before it succeeds. The issue seems to be randon - ie. it works sometimes and not others. Has anyone
Is it possible to export all tickets in "My Requests" to Excel?
Is it possible to export all tickets in "My Requests" to Excel?
Undelete a task
While I can see I have the ability to restore a deleted ticket, I don't seem to find anywhere that I can do this with a task. I am wondering if this is something that's available, and if not, suggest that it is something that be added.
Add remove Column Selection on Requests
I would like to add a column for Asset. When viewing the requests I had a technician ask if we could see what assets were on all the tickets he is assigned. I think this would be a great option to add. Currently there is no option for viewing assets on the requests page for technicians.
Task Views - View All Tasks not available for standard technicians
Our standard technicians don't have the ability to view All Tasks now that we have upgraded to 9.3 Build 9317. Standard Techs have all the task views (similar to a SDAdmin), except for the All Tasks view. Is this a new 'feature' of build 9317? For us, It means that standard techs can no longer search for completed tasks that have been completed by other technicians. Thanks, Kylie
Exporting "My RequestS"
Is it possible to export all the tickets I have under "My Requests" to excel?
Customize Reports By Requester
I would like to create a report by requester that are incident related. I.E. how many times a given requester has submitted tickets that are related to Outlook. I am having a hard time finding where I can go to create this report.
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SLA AFFECTED BY SITE OR APPLICANT AND (%) OF AFFECTED SLA
Very good afternoon, I urgently request HELP, I need to generate a report of SLA but of sites or applicants for example show the tables of number of ticket, site, sla affected, sla failed, (%) sla affected, response times and Agent assigned to the case, please help me, my database is postgre
Survey reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered. Is there a way to write a MSSQL query that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
External Action Plugin
Hi, I have successfully implemented the External Action Plugin and integrated ServiceDesk with JIRA - in our UAT environment. I've looked in the JIRA.XML and JS files for a way to push the ServiceDesk RequestID to JIRA but unfortunately cannot see a way. Also, the attachments don't push through either - those which are physically attached OR those which are embedded in the description (I assume because the plugin refers to it as a textarea). Any suggestions welcome, we are hoping to go into live
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