Can the ability to add attachments to a purchase request be added?
We need the ability to add attachments to purchase requests in order to include quotes in the request. This would allow the technicians to request purchases totally within SDP and not have to email quotes externally. Thanks Steve
General Document Storage
Is there s good location to store general docs and spreadsheets that contain company policy, training documentation or other important info that is not specific to a ticket and or request?
approver's name & email
Hello. please help. I need to include in this query the email address and the name of the approver of each of the requests. SELECT "wo"."WORKORDERID" AS "ID de la solicitud", "rtdef"."NAME" AS "Tipo de solicitud", "cd"."CATEGORYNAME" AS "Categoría", "scd"."NAME" AS "Subcategoría", "wotodesc"."FULLDESCRIPTION" AS "Descripción", "appStDef"."STATUSNAME" AS "Estado de la aprobación" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderToDescription" "wotodesc" ON "wo"."WORKORDERID"="wotodesc"."WORKORDERID"
Schedule Status Change
Hello, Is there anyway to email the status change comments to the technician upon the scheduled status change? Also is there anyway to not have the scheduled status change send an email at all? I have two groups of people one wants the email while the other don't. Thank you, Eric
TLM V2 issues with Service Desk plus
Greetings We have been running ServiceDesk plus for a number of years but have run into some issues following a DC upgrade to Server 2012R2. We keep getting NTLMv2 authentication pop-ups when accessing the SD+. We have a mixed environment and so our Lan Manager security settings are set to LM & NTLM with NTLMv2 if negotiated. We have been attempting to troubleshoot this issue with Manage Engine with no luck, excerpts from some of the most pertinent logs below if anyone has any ideas. sso log: HttpSecurityService:
Change Resquest
Hi, when I create a new change request the State Subimission just show me . Subimission -> Requested , Requested for information and Submitted for Authorization Planning - > Planning in Progress For otheres state also. The Accepted and Rejected not show me in change template . The Accepted and Rejected stay disable. Review the configuration state and status is ok . but I add new members in the workfolw Kind Regards Edson Silva
Add in Option to Close Call by Technician other than Assigned To Technician
Is there an option to have a drop down box that you can close off a call by a different Technician than the Technician the call was assigned to? We have a situation whereby 99% of our support calls are assigned to a generic technician i.e. Helpdesk but depending on who is on the Helpdesk that particular day the call itself will be closed by another Technician. We want to be able to run reports that show who closed off the call as presently it just shows that ALL calls are closed by the generic
Pending Request Menu Problme
Dear Manage Engine Tim, We had a problem with the pending request menu, Where pending requests appear to the user (called Noventi Febrina) only 1 ticket. If I see from technician, Noventi user has more than 1 pending request, with this I attach capture. We use SDP v 9.0 Build 9046, using MySQL Please help for this problem, Thanks for your help
Change Calendar view
How does the calendar view work for Changes? Which fields are required for it to show on the calendar? Is it just Start and End date? Will the Change stay on the calendar once it's closed like a historical record? Will all changes show on the calendar or only certain ones? Thanks
Open a ITServiceDesk Ticket using REST API
Hi, I am trying to open/list/filter out ITServiceDesk Ticket using REST API in Java. I understand, I have to pass TechnicalKey for authentication. What type of authentication I should use? Thanks Rajan
Tasks
Is there a way to get a notification when a task that is assigned from one technician to another technician that the task has been completed?.
Tickets Over 100 Days Old Report
Please can you supply a MS SQL Report that will allow me to list all tickets over 100 Days old? It would need to be the same as this report which shows 25 oldest tickets but showing ALL tickets over 100 Days old :- select Top 25 wo.WORKORDERID"Request ID", LONGTODATE(wo.CREATEDTIME) "Created Time", aau.FIRST_NAME "Requester", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wo.createdtime/1000),'1970-01-01
Grant Technicians ability to view all changes
How do I grant all technicians to see all change control tickets? At the moment, technicians can only see changes that they have a role in.
Add Change Module to Standard License
Hello, How would I be able to add the Change module to out Servicedesk? In the 9303 Update notes it says: SDF-58913: 'Change' module has been provided for Standard and Professional trial editions." Is there a switch somewhere to enable this Change Management in our Standard license?
Report of the form and field rules for my service request templates
I have been able to get reports that list all my service requests grouped by category, but now I want to take that one further and list various template attributes. In this case, I want to list all the field and form rules defined for each template. Thanks in advance. Dave
Technician Auto Assign
Hi All, I am struggling with technician auto assign. I created a sub-group with two technician in it. i created a business rule for email mode to be assigned to the subgroup(two the two technicians turn by turn). I added the site of the technicians to Enable Exceptions to exclude them from Technician Auto Assign . My problem here is, case coming from requesters still go to the two technicians and if the technicians are in "Exclude following technicians" then the case coming through email mode
Predefined Technician when creating a problem ticket in Service desk plus
Is it possible to add this feature in the future update, where we can set a pre-defined technician in the problem template. This functionality would be good for us as the initial technician acts as a problem manager there after can be re-assigned to another technician after the problem has been raised
How can i configure a requester in order for him to be able to access the changes?
Hi i created a simple requester and i want him to be able to create a new change and see the changes he created. how can i assign him a change role?
Requesters' settings modification - bulk mode?
Hi, I am seeking a way to change the following settings for all Requesters: Requester allowed to view - Show only their own requests to Requester allowed to view - Show all their Department requests Is this please doable from the Admin section/GUI somehow? Thanks in advance. BR, Michal
Administrators cannot view , edit or delete private reports
I need to delete a report that was created by someone who retired and is no longer with the organization, but administrators don't cannot access private reports.
Multiple Operational Hours
Hi Just wondering if there is any way I can have different Operational Hours for different Support groups. Thanking you Murali
$RequestLink has incorrect link
Hi, I set dns name for alias URL in SDP Self service portal. When I want to send first response to requester from reply template, I see this: It's label is right, but URL link is incorrect:
New text box
Would it be possible to add a text box above or below the "Help card" that appears on Admin screens so that we can put in notes for ourselves, either to further explain how settings work (for instance, after getting more information in response to a forum post), or to document when and why a configuration change was made. A multi-line text box would probably work. Or maybe something that records separate fields such as the note itself, a timestamp for the note, and the user ID of the person adding
Holiday configuration
Good Day everyone, we have holiday starting from 20th June until 31 June. my question : there is any way to adding this holiday to Organizational Holidays one time instead of adding the day one by one ? thank you and best regards.
IT Requests not entering the Service Desk ticket queue
IT requests submitted by users via email are not entering the service desk ticket queue. The computer running the helpdesk application hung this morning, and I restarted it. Since then, new requests are not appearing in the ticket queue. I have stopped and restarted the Manage Engine servicedesk server and restarted it, but this has not corrected the issue. What am not doing correctly. Or is there something I need to start on the computer, like a service. I was not involved with the installation/configuration/setup
Search for Assets has no results
Preface: I've tried restarting the service, stopping the service and running reindexdata.bat, clearing cache and using a different web-browser, using a different computer. None of these have resolved my problem. I believe its something to do with my account. My coworker's accounts can use the Asset search and they receive results. When on my account in ManageEngine I am unable to search for assets. But when Searching for workstations I find my result. This means for every search I do for an Asset
Custom Language translate
Hello. Is there any way to translate Service Desk Plus interface to custom language. Need Latvian. May be something like patch with the function to create the custom language. Thanks.
Changed request status to open when assigned to different group?
If a request is currently on-hold in one group and the technician assigns it to another group for them to work on it, is it possible for the request status to change to open status automatically? SDP 9.3 9309 MSSQL database
SDP not accessible issue
Hi guys, We have a newly established SDP built 9309, with MSSQL - and twice now it suddenly stops working - when you access the site it gives you: error page cannot bedisplay 1. server is accessible ; but even loading the SDP client gives the same error 2. services is running (we needed to restart the service to get it running again) 3. org.jboss.util.NestedSQLException:No ManagedConnections available within configured blocking timeout - this is the only error that we've got from the time the issue
Workflow tasks on Serivce Requests that require approval
When creating a workflow with a set of Tasks for a "Service Catalog Service" that requires approval, why are the tasks created and assigned before the request is approved? Is there a setting somewhere that I have missed to make this work correctly? Let me describe the Service. The service contains 7 tasks to complete yet it requires approval first. I set a "Stage one approver" and selected these options: When the Service is filled out, the approval gets sent immediately as intended but the tasks
Request template with approval workflow giving sporadic issues
On version 9307, MSSQL Recently templates that have a workflow using $REPORTING_TO$ have begun to act up. Users will fill out the template, hit the submit, but instead of submitting the form, SDP will bring up the default template instead. Users are then entering data again and using that form to submit a request which does NOT have approval process. I CAN'T replicate it on demand via a test user. It seems to work correctly for me. Both of the users who have had this DO have managers in their account
Email Alert by SLA
Hello, We have our SLA's setup by Department and by Service issue. Is it possible to have an email alert when a user logs a request and it falls within a certain SLA? Some of our response SLA's are very tight and i need them to go to a distribution group so everyone can see there is an urgent response required. I cannot see an option in Business Rules to create an alert for an SLA.
How to create custom charts in the Dashboard
Hello everyone, I am trying to create a new dashboard in order to set my custom views with charts & tables. As I have checked the only type of custom report that can be inserted to the dashboard is the matrix type. Please, correct me if I am wrong. Is there any way to insert different types of reports such as charts? For example I have created a matrix report that I wish to convert it into a chart type. The report is correctly inserted as a table to my dashboard but if it could be displayed as a
Approvals through ServiceDesk Plus Mobile app
Hello Users, Incident & Service Requests approvals can now be done right from ServiceDesk Plus iOS App v4.2. Please upgrade your mobile app to the latest version to use this feature. ServiceDesk Plus server has to be on the build 9303 and above for this feature to work. We are working on our Android app to support this feature and it is expected to be released soon.
Version Management
Is there a way to configure service desk+ to keep track of the current version being used within the organization and tracking the current version available at the vendor ? Can this application send email notification when current version is released by the vendor? Thank you Swapna
iOS App and approval pending even if request is approved
HI, I've noticed that even I approved a Request, it's still present in the App "Requests Pending My Approval" section. We're on build 9.305 and latest iOS App from App Store Thanks alessandro
Cannot log in to download latest patch
Hi, I keep getting not found or blank screens when I try to download the latest version of service desk +. Is there another resource I can use?? Thanks
Setting up sites with network information
Hi, So we currently have a medium sized database of information in microsoft access which holds information on remote sites we support which we want to import into manage engine. The main problem arrises when we have networks on these sites with passwords, IP addresses, ISPs, broadband line numbers, ip addresses and Mac addresses as well as printers, and desktops etc. Is there a sensible place we can input this information in as a whole site? At present I see two options: 1. Put all of
Deleted "Description" from Incident Additional Fields
While cleaning up some unused fields I inadvertently deleted Description, from the Incident Additional Fields. What are my options to resolve this?
Convert to SQL from Postgres - error in SQLGenerator
I am converting from Postgres to SQL server. I have upgraded Service Desk to the latest ppm. After I connect to the sql server and it creates the database I then run the restoredata.bat. I get an error mess that the SQLGenerator cannot find the file mssql_functionpatterns.txt but when I do a search for the file I find it in the folder ManageEngine\ServiceDesk\conf\Persistence and ManageEngine\SerivceDesk\DesktopCentral_Server\conf\Persistence.
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