Prevent reply to unassigned ticket
Hi all, Is there a way to prevent reply to unassigned ticket or until form is filled in? Thanks! Tom
Approval notification to Technician
Hi, we have recently upgraded to build 10017 and I am struggling to put the Technician notification for Approval actions back in place. In the past, the Technician received an email once the request has been approved. I believe the behavior has been changed in build 10004: https://pitstop.manageengine.com/portal/community/topic/servicedesk-plus-10004-released Does anyone pls know how to restore the notification to Technician functionality? Thanks and BR. Michal
Question in this community set as [SOLVED] without real solution - How to proceed?
Hi. My thread: https://pitstop.manageengine.com/portal/community/topic/create-rport-to-track-current-open-requests-for-each-day has been set to [SOLVED] but the solution did not work. Do I have to create a new thread about the problem or will people, especially ManageEngines staff that knows stuff, still look at it? (I have seen in other similar forums that a [SOLVED] flag makes everyone skip the question even if new replies comes after the 'solution')
Tracking a login as an asset
Hi folks, I'm working on a comprehensive onboarding process. On area I continue to find challenging is tracking applications that are cloud services, web logins, etc., that don't have a presence in our domain but which we want to have a trackable and auditable record of. For example, on my onboarding form I might create accounts for and grant access for these (as an example) and have a checkbox for things like: Salesforce Login Broadsoft web portal login OnPage login I'd like to have that as a checkbox
[SOLVED] How to log in to the SDP when I lost the connection with Doman controller.
Hi team, How to log in to the SDP when I lost the connection with Doman controller. How to log in to the SDP when I lost the connection with Doman controller. Is there any query I can use to login and re-configure with the new domain controller
[SOLVED] Improving Incident Template Search
I was wondering if any other users had found a way to improve the incident template search function in the incident / request catalog. I would love to be able to assign keywords to templates to allow them to appear when those words are searched for. Failing that, any method to improve the searchability of templates, outside of just adding the relevant words to the title of the template.
Reassign only within Support Group
I want to allow technicians to reassign requests within the same group only and to prevent them from seeing other groups and technicians. that is what i have done on incident template i have disabled the group while on the requests main page there is assign button, i could not limit the groups and technicians there. as well as the column Assigned To could not control it. appreciate your support.
[SOLVED] Auto Assign User to Asset
Hello, It appears that when a user logs into a workstation, they automatically become the new owner of the workstation - Is that something we can toggle on and off? Thanks, James
Can technicians browse the service catalog
Can technicians open up a service request by browsing the catalog like a user? is there a widget for the home screen maybe that would allow them to drill down to the exact request they would like to open? currently technicians opening a new ticket for themselves have to go to the request tab, then choose the dropdown for request catalog. Technicians that don't do this often get confused and go right to the "new request". It would be nice if for services they dont' manage or are technicians for they
[SOLVED] Need Query to export Solutions
Can i get a query so i can export solutions. I need the following columns: Title Topic Name The Solution field Attachments, if possible Any field that is necessary for upload Thank you, Susan
0kb Attachments
I am seeing an issue with only one requester. When they send a ticket with an attachment, the attachment comes through as a 0kb file. In the mailbox the attachment is there and works fine. It seems like the attachment is getting stripped somehow when SDP picks up the mail and creates the ticket. The same 0kb file is in the server location, (C:\ManageEngine\ServiceDesk\fileAttachments\Request\...). Anyone else had this problem? Thanks
Task list bulk update
Is there a way to update the owner of tasks within a ticket to a specific user?it is taking a while to update the tasks 1 at a time. It is very finicky where you have to click the "Owner" drop down, Select "Owner" within that list, Type or select a name, then click the little green check mark, wait for the page to reload and scroll around, then find the next task to update. Some of these tickets we have, have 30+ tasks in them and they all need an owner set before the task can be closed. Is there
[SOLVED] En masse remove approver from closed tickets
I have found 107 tickets that have 2 approvers with 1 approving the action and the other not responding. Since we only require 1 approval, the action was taken and the incident ticket closed. The second approver continuously receives notifications of pending approvals on these closed incident tickets. Is there a statement in mssql to remove the second approver from any tickets that are already closed? Any assistance would be appreciated. -Rae
[SOLVED] Field Type Change in a Python Script
Could I make this script for PickList/Radio instead of Multi-Select? https://resources.manageengine.com/resources/resource/python-handling-request-approvals-through-custom-triggers-with-configurable-csv
Technician not visible
Technician has been created manually. Now I can not see him on technician list but I can login using this account.
Backup Problem : java.sql.SQLException: Invalid object name 'passwordinfo'
Hi team, I am getting the following error when i try to backup. (This is scheduled backup but same problem on manual backup as well) Could you please help fort his error? Thanks in advance.Product Version : 10.0 SP 0.14 DB : MSSQL 2017 Express I have checked the db and there is a "PasswordInfo" table. Not sure what else is wrong? Scheduled Backup Error Email Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance
[SOLVED] Reopened email when coming out of pending
Is there a way to turn of the email when a ticket comes out of pending? I already get a email with thier response and don't need 2. Obviously I would like to keep the email when a ticket is actually reopened (from resolved status)
migrate the database from Maximo to ServiceDesk?
Kindly need your support as we are using (Maximo) and want to upgrade to ServiceDesk Plus ... is there a way to migrate the database from Maximo to ServiceDesk ?
Using Service Desk Plus Enterprise Edition assets EoL and EoS monitoring and alert generation is possible?
Using Service Desk Plus Enterprise Edition, IT assets EoL and EoS monitoring and alert generation is possible?
[SDF-47951] Using groups of assets to populate a change request
Hi all, is it possible to populate the 'Assets involved' list in a change request using groups of assets (for instance a group of workstations), to avoid having to populate the list one at a time manually? Many thanks, Andy
[Solved]Change permission
Is there a way to create a change without being under SDChangeManager Group? thanks
[SOLVED] Software support contract
Hello, I am looking for a way to link contract support to software, how can i achieve this ? We have many software that are under support contract and they are renewed yearly or more. Software like Opentext Archive server, Antivirus, HP Network Manager. etc... How to do manage your software contract for support ? regards, Martin
[SDF-77493] Project visibility to users assigned to a project
Is there a plan to add visibility to users assigned to a project from the project list view? This would allow us to filter by project role assigned to someone. Here's an idea of what it could look like:
[SOLVED] Open onhold requests upon email replies
Hi, I know you can enable a feature to open on-hold requests upon a requesters reply, however I'm wondering if it's possible to have a request open upon a reply from anyone with the ticket ID? Our requests receive email responses from far more people than just the requester and we find that they end up stagnating until a technician checks for any email responses.
MINIMUM HARDWARE REQUIREMENTS
Hello good afternoon. I have searched the Internet for the minimum requirements of ServiceDesk Plus, I have not found anything. I found the information for several manageengine products, but less the Servicedesk information. Could you tell me the minimum hardware requirements for manageengine service desk? please.
ServiceDesk Plus 10014 Released
Dear Users, SDP 10014 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-74141 : Upgrade Restrictions will be applicable to users who have perpetual licenses without AMS. New Feature SDF-75911 : Option to mandate survey comments field in survey templates. Issues Fixed : Requests : SD-76587 : Filter set for request details page list view in one browser, it gets reflected in another browser. SD-75795 :
Escalation
The “Help Desk Software by ManageEngine ServiceDesk Plus 9.4” will be setup for L1, L2 and L3 support and we need confirmation regarding the escalation method if is accessible or not for the free version.
attachments
Please be so kind and provide more information regarding the free version “Help Desk Software by ManageEngine ServiceDesk Plus 9.4” because there are issues related to attachments. Service Desk is used by the company to manage requests from our clients. A generic email address was setup and when clients are sending emails, their attachment is seen only in Service Desk and not also in the emails redirected to the address of our technicians. Can you please explain how this situation can be solved?
Query/Report Change list where the Current User is a Reviewer - need help
I found a query for Changes and tweaked it to only show records in the Review stage for my User ID. I now want to make it dynamic so the technician running it gets a list of Changes needing review where they are one of the reviewers. Can the current user ID be obtained form the environment and passed into the query? Here is my query... SELECT chdt.CHANGEID AS "Change ID", orgaaa.FIRST_NAME AS "Change Requester", chdt.TITLE AS "Title", chandes.FULL_DESCRIPTION AS "Description", cmDef.FIRST_NAME
Pictures not able to be pasted into tickets
We just updated to the most recent version of SDplus and we are still unable to copy images into tickets. This includes with IE,Firefox or any other browser. IS there a fix for this?
[SOLVED]Sending Mail Failed in Report Tab
When I send the report by email. The following error is displayed.is there any way for resolved this problem?
Can we have more than 1 ID number for requests?
Hello. We're in configuring phase of the platform and we want to integrate another tech oriented department into it. I would like to know if it was possible to have 2 different ID sequences: 1 for the IT department and another for the Slot Techs.Our departments have different goals and objectives and it would affect our reporting with Audit. Thanks for your help.
[SOLVED]How to create IT Asset report Workstation Laptop/Desktop
How do you create a IT Asset report that will show Workstation Laptop /Desktop assets?
Requester Able to View Changes
Hello, We have a couple of technicians that are moving to requesters but we would like them to be able to view the old changes they previously worked on - Is there anyway for them to view changes?
Get SLA violation Days,
Hi, My management have asked me to generate a report which should capture SLA violation days. The query should capture the difference between current date and dueby date. Can someone assit me with how that can be do done? I'm using getdate() for current date and wo.DUEBYTIME for duebytime.
How do you deal with tickets I closed and the same does not send email to the requester
Hi team, I have configured in the notifications to send emails to the requester when a request is closed more unfortunately does not send anything to the requester nor the resolution comment how to resolve this
not able to edit email notification
Hello, i am trying to modify email notificaton for a support group. But for some reason when pressing the choose button, i expect to get a pop up. But that does not happen. I have no pop up blocker, the site is trusted, and i have tried several browsers. Please advise. Thanks
Can we add a "Subscribe me" button to notify ticket updates
Can we add a "Subscribe me" button which notifies a user of any updates to the ticket? E-mail ID"s to notify, would require me to type in my email on individual tickets. It'd be great if we can make this feature available for multiple tickets and one "subscribe me" button.
ServiceDesk Plus 10013 Released
Dear Users, SDP 10013 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-76081 : When new approval stage/new approval in upcoming approval stage (stages greater than the in-progress stage) is added, users will be prompted to enter email id to send the approval. The notification subject and content will be hidden. Issue Fixes Requests : SD-76618 : In a specific scenario, Technician field value is not
Request authorized by another user
how should I configure our requests to they had been authorized by another user before it assign to technical
Next Page