Delete Products
Hi, It would be great if unused products(model) can be deleted by selecting all assets. Lets say I want to delete unused products and I have over 1000 products, its a hassle locating each one, instead by selecting all products and clicking delete, the system must be able to deleted unused ones.
Requester Search Change
Would like to suggest that when you are entering a ticket that the Request Field search for the first or last name to find a match. Right now it looks like its either using only first name or the CI name. My Help Desk would like to start typing last name to find a requester since we have so many people who have the same first names.
Close requests without worklog and/or resolution
Hi, is there a way to set up requests so a worklog/resolution would not be required to close the request? Our organization has one group where service requests are added, but it's more for acknowledging items, as opposed to resolving tech issues, i.e. a worklog/resolution doesn't make sense for this group. We'd like a way to close these items without entering a worklog and/or resolution.
Manage existing fields
Hi, how can you edit the fields already present in the templates? under incident template, i want to edit the options available for the field category. thanks
SDAdmin Servicedesk user can't see Dashboard/Admin tabs
I created a new user and assigned them SDADmin role, but when they login they can't see the dashboard to see all tickets they can only see thei own requested tickets. I am using the linux installation version 9.1 Build 9101
filed and form rules: script
Hi all, Please someone can help me. I need a script so that, on a request form submission, it will be possible to automatically set specific asset attribute of the selected asset with value set in a request form filed (i.e. on request submission, the value in imput in this form field should update a corresponding asset attribute of the selected asset). the scenario is this: I have several assets consisting of photocopies machines managed through SDP asset's module. All users can ask for service
Notify Technician Group of Requester Response when ticket is unassigned.
If we have a ticket that is not assigned to a technician, how do we notify the group that a response was submitted by the requester? We have technicians who will respond to tickets but not assign themselves to the ticket because they are doing diagnostics to see what needs to be done to resolve the issue. I would like the assigned group to be notified only if the ticket is unassigned.
Issue : Pass-through" Authentication [ Single Sign-On ]
I've a problem about SSO function .Both internal user in a domin and access from external website such as http://dain.ehelpdesk.com Most empoyees work outside the office when access is show authenticate popup everytime. Please let me know to fix it. see the actachment
Re-approve approval request in SD+
Hello, We recently upgraded to the latest SD Plus v9.3 build 9309. Before the upgrade we were able to approve a request in multiple stages. Now however when one approval is given, we cannot approve the other ones as we get a message the request has already been approved. Is there any work around for this? i.e. below screenshot with multiple pending approvals in one ticket. Appreciate your feedback. Kind Regards,
Custom sort request view drop-down menu. Allow technicians to customize it to their preference
We would like the option to allow technicians to custom sort their Request Views list. For instance, move "My Views" to the top or hide other views that are not relevant to them.
Postgres tuning / optimization
Hi guys. I have migrated our SDP from MySQL to Postgresql and now I would like to know if I can optimize the performances of the database, to speed up server response. Windows 2012 R2 x64 with 10 GB of RAM allocated. What I can change to better support the SDP, and to allow all technicians to work much comfortably? Thanks in advance. Giovanni.
Recurring reminder in servicedesk plus
Hi How can I set a recurring reminder in servicedesk plus. Or in other words need to schedule a recurring task for a group of technicians. Version 9308 MSSQL Standard Edition Thanks & Regards Murali
Get Online Technician via API
Hi all, I wanna get "online Technicians" status via API How it's possible?
Installation Problems
I'm trying to install ServiceDeskPlus_64kbit in an Azure vm environment. The install seems to get hung up on Application Layer Started about 80% or so through the installation process. I found some instructions in the forums that suggested I stop the engine, change the service to manual and run the run.bat from c:\manageengine\servicedesk\bin. I did that and I get this... C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" ===============================================================================
Survey option by Support Group
We are currently using SDP 9003/MSSQL. Currently, Survey's are only available when a "request is closed", after "# requests are closed", and when "# requests from a requester are closed". We would like the ability to assign the survey on the level of a support group. For example, we have several support groups within our organization, but not all of them require a survey be sent to the requester. We need the ability to limit the survey by support group, or by template. It would be convenient and
Domain users can't log in
I am having an issue on a newly set up installation of Service Desk Plus. I have imported domain users but they cannot log in with their credentials. It does reflect the domain name when their username is typed in but it acts as the password is not valid. Any help is appreciated.
How to Install .CER SSL Certificate - Microsoft AD_Internal Cert - ServiceDesk Plus
Hi, I have created Keystore file and .CSR file as mentioned in the below link. https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Now, how do I install the .CER Microsoft AD, internal Certificate onto ServiceDesk Plus. Please do help me out here! Thanks, Wasim
Search requests option for requesters
Dear Support team, We are using 9308 version. Technicians are having the option of searching the requests, solutions etc on top of the page. But the requesters are having only the solutions search option. Can we enable the requests search for the requesters too. Thanks & regards Murali +971506424099
Alert not showing
Dear Support teams We have recently upgraded to the 9308 version from 9118. The alert bell symbol used to show the incoming notification numbers in red letter earlier, but not showing now. Could anyone shed some light on this issue. Best regards Murali +971506424099
Need Query for all tickets to see month wise in one specific year
Dear team, I need a query to see all the tickets created in 1 year, and it should be in monthly bases. Please if any one can help. Thank you. Sid
Permissions to edit or add new reply templates?
Hello, I would like to give a technician access to edit or add new reply templates. Can this be done, I went into roles but I'm not sure what to check? Thank You Jerry
Migrate SDP from Windows 2003 x32 to Windows 2012 R2 x64
Hi ALL! We use SDP 9.3 Build 9308 on Windows 2003 x32 SDP is avaliable for 443 port (https://sd.mycompany.com) What is the best plan to migrate SDP to Windows 2012 R2 x64& How to ?? http://odarchuk.com
Ability to assign tasks to requesters?
Is it possible to assign tasks to requesters? This is something that would be very useful.
Can have a menu to transfert some properties from an old asset to a new
Hello it could be great when change an old asset (like desktop) to a new, to be able to transfert some properties, without make it manually (I don't see this feature actually) Could be automatically - replace "the link and the new icon" between CMDB's assets; - push the old asset to a new group "stock" - keep informations of assets replaced in the new asset properties, to have the history for a user's asset (desktop changed because a lot issue with the old asset Regards
Populating existing requesters with Active Directory info
We actually have Active Directory authentication for our requesters but now we want to populate requesters info by importing some fields from Active Directory. I have been reading the Admin Guide and it says: "If you have not yet imported requesters from any of the domains, you can import them by clicking Import Requesters from Active Directory link." The part in red is what troubles me. Can I activate the requesters import now that I have been running SDP for quite long time now without loosing
User Survey results list
I can only view the last 6 User Surveys submitted. When I change the view from 6 to anything else (25, 50, 100, 200) it refreshes the page and defaults back to 6. Has anyone ever had this issue? Happens in IE and Chrome. Also this limits any reports ran on User Surveys to those 6 as well. Running: Your Version : 9.2 Build 9232 Thanks, Josh
IE 11 issues with 9307
Since we have upgraded from 9238 to 9307 (MSSQL), IE 11 users are reporting that they are having issues closing tickets as well as entering new requests. When closing a ticket, they fill out all of the required fields, hit update and the screen goes to a new request screen and the changes are not saved. Similar is when creating a new request, all of the fields are filled out and when saving the request, it goes to a new request and the request is not created. The users have tried clearing their
Incident Catalog - Template Categories
In Requesters portal, under Incident Catalog I see this Template Categories: Application Login Communication Email Hardware Internet Software How can I add another Template Category and relative Icon?
No me permite instalar Service Desk con MySQL
Necesito trabajar service desk con MySQL. La instalación se realiza por defecto con Postgresql y no permite cambiar a MySQL. Luego de terminar la instalación con MySQL ejecuto el .bat "ChangeDBServer.bat" y lo que hace es crea una base de datos en MySQL sin tablas. Como hago para iniciar a trabajar ManageEngine Service Desk con MySQL?
Field Form Rules question
Hi everyone! I wrote FFR for users, which wrote requests in non operational hours. it seems like this: var currentDate = new Date(); if ((currentDate.getHours() < 8)||(currentDate.getHours() >= 17)) { alert('message1'); } if ((currentDate.getDay() === 0)||(currentDate.getgetDay() === 6)) { alert('message2'); } There is a little problem in regular holidays, maybe there is way to get holidays like .getDay?
Suggestion
Hi, Could you add a "New Feature" to your list of considerations ? Would it be possible to make IT Service Requests have an on\off switch by allowing the rules to be applied to Technicians AND Requesters without having to make it visible to Requesters ? As we are designing these, if you don't select this, rules are restricted to Technicians. Currently we have to design them and apply rules to Technicians only, and when we are ready to launch choose "show to requester" AND then we have to amend EVERY
Admin guide
Is there an updated Admin Guide and User Guide for ServiceDesk Plus? Link still opens ManageEngine_ServiceDeskPlus_9018_Help_AdminGuide.pdf
Chat functionality
The Chat functionality is in testing phase on the roadmap for quite some time now. When can we expect this functionality to drop? Will it support chats between 2 or more technicians?
Colors in list of Projects
We would like the colors for Status and Priority show in the Project list. Also, a way to create other fields for projects. Need a field for % Complete
Problem with new request assign when specialist leave
Hello, I find one problem: When I choice unassigned state system show me (as on the screenshot) error. How can I solve this?
Incident Template
On the Incident Template, there is section on the form for Requestor Information. Can I create additional sections on the form? For example, I would like to create one for Request Information and move the Category, Sub-Category, and Item fields into it. Also - When I set a new user up, one of the fields I configure is the Department Name for the user. Can I add this field to the Incident Template (under the Requester Name field) as a view-only field - so that when the Requester Name is set, the
Field and Form rules
Hi, I would like to use the field and form rules when a request is created using a specific category so the system automatically changes the Requester. This is useful because I have a team of people raising requests under a specific category but they would like all further correspondence to go through one person. So, if I can get them raising the ticket under their userid but the form changes the Requester of the ticket in the background that would be great. I have nearly done it but I think I
Community Digest - June 2, 2017
Report Request
Our company is trying out ServiceDesk Plus. I have looked at the canned and custom report settings but can't find what I'm looking for. I have used Remedy for many years. I have setup Categories, Subs, and Items. I would like to run/schedule the below report weekly: 1. A Summary report showing the top 5, 10 or 20 CSI types of requests. I want this to be a high level executive summary/graph report. I don't need to see a summary which includes low volume problem types. Ideally only showing problem
How to add Title to the Survey Settings->E-mail Content
I have tried $Title but it still not working. Please advice.
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