Return an Item in a PO
We returned one item for a particular PO. I am unable to take it off the PO. I used the edit feature, but it will not let me change the quantity to zero. How do I resolve this?
SDP Scheduled Reports do not run
Hi, I'm having an issue with scheduled reports where i can set up a schedule, it shows when it is supposed to run, but they do not ever run on the schedule. They may send one time, but this is it. Running 9306.
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
Technician Out of Office
Hi, One of my technicians asked the question whether there is a way of letting a requester know that he is on holiday if they reply to one of his open calls. I can't find this feature in SDP. Does anyone know if this is at all possible? Thanks, Mike
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
Solutions Enhancement
Hello I have a few suggestions for the Solutions Module: 1) Mark Solution as Inactive/Deprecated instead of deleting the solution. (This could work with feature request 'expiring' solutions too, an expired solution would be flagged inactive) 2) Link a solution to an asset or service from the service catalog. Regards, Antoine
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
Allow technicians to select template when editing Requests
Currently if a user submits a request through the catalog using an incorrect template we have to convert to Incident then convert back to Request to select the correct template. Given that regardless of how much one attempts to educate end users there will always be that human error factor, would it be possible to add a template selection pick list when editing Requests, similar to the one in Incidents? Thank you
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?
Need Report showing Specific Created Time Range
The Advanced Matrix Report doesn't allow me to filter the time range I want to see. The Create Time format only allows yyy-mm-dd format and if I run that I get everything and have to manually take out what I don't want to see. I was exporting to CSV format and changing the custom row format in Excel to m/d/yyyy h:mm AM/PM. Unfortunately, since the latest update in ServiceDesk Plus, all the times are showing as AM except for 12:00 PM. I'd like to create a report that shows all incidents/requests created
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.
Change Web Title
Hello. I would like to change the title of the web of Mange Engine. I can't find the file on the server where I should make this change. Thanks for the help. Regards
Request closing rules being applied even though the field is not visible on the template
Hello, We have been requested to replace the incident additional field "A" on one of our incident templates with the incident additional field "B". In order to retain the values for the existing requests (for reporting reasons), we have hidden and non-mandated field "A" using field and form rules (as deleting the field would also delete the field values for the older requests). Unfortunately, the system still seems to apply the request closing rules for field "A", even though it is not visible on
Is it possible to search and report on the text in notes?
Hi all, Anyone tried this? Regards
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.
Browser support
Hi, We notice that some users with old browser version (eg: Windows Internet Explorer 8) are redirected to a different page, how can we disable this.
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
Custom HTML Files for SDP Self Service Portal Widgets
Is there a way to properly reference a custom html file for the Widget feature of the Self Service Portal? I've created several html files which I'd like to place on the portal. When I direct the widget to the file location, I get a secure content notification. I'd like to have these widgets display without users having to click 'show all content'.
Resource questions limit?
Hello, What is the maximum number of resource questions that can be added, in general, and per template? Best regards, Demetrius
REST Api return XML
Hi, I am using the REST API to add CMDB CI's but what i cant seem to get working is returning the result in XML format rather then JSON I can see i need to add Result Format but i can't figure out where to set it Regards Jason
API for Assets
I am looking at using the API to add and update Assets within SERVICEDESK plus, I have looked at the REST API and can use the CMDB to add a CI but when I do I cant see it via the Assets tab. Do I need to do anything additional to see it across both? I can see I can use the servlet API but this is no longer supported so I cant find any documentation on this. What is the best way for me to get around this.
Help setting up webpage for submitting with REST API
I'm hoping someone can offer a suggestion if there's a better way to do things here. I've set up a web page that makes changes via the REST API to servicedesk requests. The submission method was done using javascript on the page. The first problem was that there doesn't seem to be any way to allow cross site requests in servicedesk, so the page had to be hosted from the same domain. Since it was just a simple static page I did this using a .html file added to one of the subfolders in servicedesk
Query to make selected employees service request approvers for all requests.
Hi, We have a query that identifies all employees that are not service request approvers that also have a custom attribute (people.ATTRIBUTE_176) value of 4 or greater. What we need now is to change the settings for the employees returned in this query to be service request approvers and be able to view all requests. Report Query: SELECT AaaUser.FIRST_NAME "FullName" ,people.ATTRIBUTE_176 "Org Level",AaaUser.user_id, JOBTITLE "JobTitle" , SDUser.USERID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
changing notification groups on change workflows
I've had to create a new ticket because the other one closed. I have copied in my original question and the response i got. I may be missing something but I can't seem to be able to change the technicians. Either way, does anyone know of a way to make it automated? Thanks Emma ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Hi Emma, Good
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
Chat integration
Hello, i would like to nknow if there are any way to integrate thrird party chat solutions like (Google Hangout) to the ServiceDesk Plus console? Because we would like to our chat to keep the contact as simplest as possible with the final user. Thank you, Jacir
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