Configuring category, subcategory and item (CSI) in a helpdesk software
Hello folks, Documenting requests help determine how they move through an organization. Today, most ServiceDesk software utilizes three crucial layers to classify requests: categories, subcategories and items. These three key factors of requests can have a huge impact on the success of the ServiceDesk, as they will have huge impact on reporting, SLA constructions, priority degree, the paths requests take throughout the workflow and so on. Culturally, the requester enters a category, subcategory and
disable closer rules for specific tech?
Is there a way to disable specific closer rules for specific technicians? I am trying to automatically close tickets created by ADSelfservice but I have "worklog" and "resolution" as required closer rules. if there is a way to do this, I would like some idea. This is the JSON I am trying to use, it doesnt seem to update either the worklog or the resolution. { "operation": { "details": { "requester": "%displayName%", "subject": "%action%", "description":
Saving reports locally
Hi team, I was wondering if there is any way that I can generate a report, but instead of sending it via email, save it to my local computer or a network share. My next question would be, that if it is possible, can I then run this on a weekly schedule? Cheers
[SDF-56587] Approver unable to approve when request was initially denied
How do we ensure that the Approver can approve a request that was initially denied? The request ticket contains an exchange of conversation between the requester, 3rd-party group, and the Approver. The technician initially sent an approval request, however, the requester was looking for additional information - so the Approver denied the request until all information was provided. The requester provided all the information, then the technician sent another approval. However, the approver cannot approve
Change Request - Add Risk Assessment
Do we have a way to add Risk Assessment to Change Request? In the Risk Assessment we would like to select multiple users that were in the Risk Assessment with the abiliity for each of them to approve they were in the Risk Assessment. IT Group Attendee Signature Approval Date
Using Asset groups in problems/change requests
Hi, I was hoping that asset groups could be used in problem/change requests. We have a large number of blade servers grouped together. I would like to be able to select the group when creating a change. This way instead of adding 16 or 32 server assets I can just select 1 or 2 asset groups. Justin
[SOLVED]Date format
Hi im trying to add the content of a date field to subject but i need to change the format this is my script var nom=$CS.getValue("ServiceReq_User_UDF_CHAR9"); var prenom=$CS.getValue("ServiceReq_User_UDF_CHAR8"); var date=$CS.getValue("ServiceReq_User_UDF_DATE1"); var y="Nouvel Employé / New Hire: "; $CS.setValue("SUBJECT",y + prenom + " " + nom + " " + date); date will show in format Tue Jun 18 2019 12:16:00 GMT-0400 (heure d’été de l’Est) i would like to only show (Jun 18 2019) how could i
Change Planning Check List
Are there any plans to add an actual checklist to the Change Checklist in Change Planning? I don't understand why a checklist is a text box... Is there another way around this in the current system? Thanks in Advance.
Maintain Service Catalog Picklist values from external system
When using custom additional fields in Service / Incident Catalogs, is it possible to maintain the values of a Picklist field by updating data from an external system on a periodic basis via some script or API? For example, if I want to add an Email Group field as a picklist (instead of letting requesters type in) and I want to populate this picklist with names of actual email distribution groups in Active Directory, is there a way to setup a background script on a schedule to keep updating the picklist
[Free webinar] Deliver next-level customer support using advanced analytics for your service desk
Hello folks, We're hosting our next webinar on June 27, 2019, titled, Deliver next-level customer support using advanced analytics for your service desk. Agenda: During the session, we'll discuss how you can leverage analytics to assess help desk operations and behavior, and draw actionable insights to improve customer service. Join us for a free session and learn how to leverage analytics to, Make it easy for customers to raise requests. Make the first response count. Empower users. Identify
SDP - Add scheduled tasks with calendar entries via Service Template
Hi, I have a Service Catalog item with two fields - Start and End Date / Times. With these I need requesters to indicate an object life-cycle (say an email account that needs to exist for a certain period - say a month or so). Once the requester hits submit, I am attempting to create Tasks via custom scripts and list these tasks on agent calendars, so that when End Date comes, they are reminded to close down the email account. What's the best approach to this? Thank you, Sourjya
Reference Template Name in Script
Hi everyone, I was wondering whether it was possible to use $CS.getValue() to pull the name of the template that was used when submitting the ticket. I'm not looking for the subject field, but the name of the template selected. Is this something that is available after the subject line is modified? Thanks
Cannot Login ServiceDesk Plus After Restore Database
We are trying to migrate our ServiceDesk Plus workstation by backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). We've tried many different ways to upgrade the original workstation to Windows 10, but it keeps failing, so now we are trying migration (backup/restore) method. *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations We've followed the instructions below and backup/restore database from old workstation to new workstation
It is possible to unassign multiple requests?
Dear. Hi all I need to carry out a massive unassignment of requests and leave them without an assigned technician. Is it possible to do this? Could you help me to understand how? Thanks in advance. Regards. Facundo
Can't find field in translation list
There's a field on our templates called 'Send copy to these user(s).' I don't know what the field was originally. I'm trying to shorten this text and it isn't showing up in the translations search. It also doesn't appear in the 'My Modifications' screen. I can't scroll through all the translations. Is there a trick to finding the one I need?
Unknown printer
Whenever I scan some Xerox printers, SDP returns the product as "Unknown Printer", however, the SNMP scan does pick up the sysDescription as: sysDescription : Xerox WorkCentre 7220 v1; SS 072.030.004.09101, NC 072.034.09100, UI 072.034.09100, ME 018.001.000, CC 072.034.09101, DF 012.003.000, FI 015.002.000, FA 003.011.009, CCOS 072.004.09100, NCOS 072.004.09100, SC 010.088.000, SU 030.116.00294 If I manually change the product from Unknown Printer to Xerox WorkCentre 7220, the next scan puts it back
ServiceDesk Pro: Error occurs for single technician on requests page
We have an issue that a single technician cannot access the requests page. when attempted it displays the message "Sorry an error has occurred". I created a support bundle and checked through the logs but could not spot anything helpful. All other technicians are unaffected and the technician with the issue can access any other ServiceDesk page without issue. I have tried changing the technician to a requester and then back to technician a few hours later. Restarted the service and server but no
Reorder Service Categories
I need to reorganize the Service Categories and when I click Reorder, one of the Service Cateogries doesn't show up in the list. IT ONLY is missing from the Reorder screen. Why is this happening?
Upgrade to 10500 Failed from 10013
I downloaded the file to upgrade to 10500 and I have an error. This appears in the log: Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode Jun 14, 2019 11:26:02 AM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\ManageEngine\ServiceDesk\updates\ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm Jun
Error Upgrade From 10021 to 10500
HI, I have problem with upgrade linux version of Service Desk to version 10500: - Post invocationi in progress - Post invocation in progress Applying DB Level Changes "Error Occured" How could I resolve this issue? Regards
Add multiple Transports to Change Requests
Hello, We are currently trying to implement our IS Change Request process into ServiceDesk. Is there a way to add multiple items similar to the Purchase Request Items. As a work around, I added Additional Fields to Worklogs. But, how many worklogs can we had to an Request.
Custom Schedule emailing technicians with pending requests does not longer work
Hi all, Since version 10020 the custom schedule referenced here: https://pitstop.manageengine.com/portal/kb/articles/how-to-email-pending-requests-list-to-each-technician-periodically does not longer work. Has anyone found solution to it? Thanks, Tom
CSV format for requestors
Good morning, I have just installed ServiceDesk Plus and am now configuring the system. To avoid to create each requestor by hand, I would like to create a CSV file and import it in ServiceDesk. Unfortunately, I wasn't able to find a documentation about the needed format. So, which fields are mandatory, what's the name of the columns, do I have to respect an order of the columns in the file, etc.). Does anybody have an example of such a file? Thanks for your help! Best regards Rolf
SD Plus ServicePack 10.0 Build 10021 Failed
Im currently on SD Plus 10.0 Build 10020 and need to install the service pack for 10021 allowing me to upgrade to 10501 on Linux. It seems to install to around 8% then finishes with Uninstallation completed. Click view logs and all are empty. I've tried lots of downloads from different browsers and all end with the same result. File called: "ManagedEngine_ServiceDesk_Plus_10_0_0)SP-1_0_0_Linux.ppm" INVALID NODE: customPatchValidator INVALID NODE: AutoCloseDelay INVALID NODE: customPatchValidator
How could I mass update the region?
Hey everyone, we got a little issue on our ticketsystem. There are many tickets that without a region. So I was thinking of two ways: First, I oversaw a feature on the ServiceDesk OR I could SQL Update on our PostgreSQL, but I can't find the right table. Does anybody know in which table the region of a ticket is saved? Cheers, Stephan
Cannot Upgrade to ServiceDesk Plus 10503
Hi ManageEngine, I am currently running 10500 and when I select the 10503 file to install in the UpdateManager.bat I receive the following message: "The file that you have specified is not compatible with this product." Have you had this reported by other customers? Thanks, Brad
Creating a Request from an email
Good Morning, We are using the free version of ServiceDesk Plus, version 10.0 Build 10011. We are trying to get an email from a user converted into a request. Here is what we have done so far. - We have an email set up on exchange "helpdesk@mydomain.com". - We have ServiceDesk Plus setup to fetch emails from this mailbox. - I can log into this mailbox using webmail and watch emails come into this box, then watch them disappear a minute or so later, so they are being fetched by ServiceDesk Plus. Where
ServiceCatalog Pick List populated from Requesters Location Data
For our onboarding a few required fields we have under general employee info include the Department and what City Building the user will work in. Our "City Building" additional field is a very long manually updated Pick List. Is it possible to have a Pick List that is generated from current information already found among other requesters within SDP? Also if the above is possible or not it would still be a very long list. To further enhance it for the person submitting the request, would it be possible
Why is NIO even required?
It seems the NIO port stuff is a new(ish) requirement. Previously we had the ServiceDesk Plus server sitting behind a load balancer that handles SSL termination for our entire web presence. After upgrading to the 9300 branch, we started to notice long page loads, etc, and couldn't figure out why. Come to find out some things load over (default) port 8081 for whatever reason. We do not have port 8081 exposed to networks that people have access to ServiceDesk from (and won't), and as such, all
Need a help with translations
Hi, i restored service desk plus backup to another installation, everything went smooth , but translations did not restore, can anyone tell me how to export translations from one installation of service desk to another?
Trimmed Scheduled Backup
Our attachments are stored on a separate drive than our application, and the attachment drive is backed up daily. Is it possible to schedule a trimmed backup, or is only a full backup available on the schedule?
on call schedule
Is there a way to create a On call schedule in ServiceDesk Plus?
Move Configuration Item trough levels tree
Hi, We have a customer configuring a CI trough levels tree, he introduce "PC" below "Cascos" "Cascos" now is the parent CI of "PC" Now, customer make a mistake and need to move "PC" to parent tree but this option does not exist. "PC" can't be in level 1 of levels tree again. Do you have a solution about this problem?. Regards,
Roles - need another layer to view tickets
We'd like to propose another layer of tickets views for Roles/Permissions. Right now there's All (everything), Site based, Group based, and ticket based. We'd like to be able to provide a lens for some technicians to view tickets across some, but not all, groups. We know this can be accomplished via adding a Technician to said group(s) but this also then lists them as available technicians within the group. Also, by adding everyone to all groups it reduces the purpose and value of team separation
User Satisfaction
Hi Team, we are facing some issue in user satisfaction. User 5 star rating on user satisfaction but star rating return to default or 1 star even user has changed several times. Kindly assists on this matter. Thanks
Technician cannot close ticket
Hi Team, we are facing several tickets that have difficulties to close or resolved the ticket. The support group cannot close the ticket as usual. I have attached the screenshot regarding this issue. Kindly assist us on this matter.
Task in to Request Field
Hello Everyone, I have been able to show parent request field info in child tasks. What I am looking for now is to also be able to updates request fields based on task entries. For example, we have a New Hire workflow that involves multiple tasks. Information is entered in to the task such as an assigned phone number. Ideally that phone number would update/populate an "Assigned Phone#" field in the parent request. Does anyone know if this is even possible?
Multiple requesters created from one AD account
Hello, currently i have SDP 10 synced with my AD on premises. also we have Office 365 email service attached to the organization and uses the on premises AD to sync as well. For this to work, In the AD, we have configured for every user the login option as: - login: user - login: user@o365email.com well, back in the SDP, i just found that users can login via "user" and via "user@o365email.com" just if the AD password is correct. This creates duplication in the requester and obviously every account
Share dashboard with not techs
Hi there are any way to share the dashboard with a user that is not techs. Right now my director want to have access to the stats and he does not have a tech user. Or any way to share a online report? Jacir
Feature request: Group chat multiple technicians
Good morning, I like the new technician chat :-). It would be even better if it was possible to create a group chat with multiple technicians. Is it possible to create this? Best regards, Jeroen
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