Solutions Per Support Group
I would like to suggest that in a future release would it be possible to have the ability to have solutions locked down and only accessible for a certain support group. I.E. We have solutions for IT that are sensitive such as password and what not but since the solutions are available to all technicians so we had to create another role which prevents them from seeing the solutions all together. If this can already done, can it be explained how.
Widget - users report, scroll
Hi everyone! There is small problem with new widgets. Custom reports can't scroll. I have some reports which include statistics on every technitian in group. In widget i can't scroll this report.
Email templates for multiple Support Groups
Hi, We have a number of Support Groups setup in the helpdesk and I am looking for a way to have a separate new request and closed request email template for each of these groups. Anyone know if this is possible and how that's setup? Thanks
Service Desk URL being Redirected
Our Service Desk URL is http://servicedesk.lfnorthamerica.com. Our users are being redirected to http://servicedesk.lfnorthamerica.com/ze/js/i18n/en/ze_ie.min.js and are being asked to down load a .js file.
Change status automatically when submit for approval
When we submit a ticket for approval manually, it won't change the ticket status it will just show a second status for approval. Is there a way that if we submit a ticket for approval that the ticket will automatically change it's status to something we define instead of In Progress? e.g. Waiting for Approval (which is set to stop the timer)? I checked business rules however I could find a criteria field to define this. Amy
Asset Notifications
Hi, We have a specific group of assets that are leased / loaned anywhere from a few hours to a couple of weeks. However, not all users remember to bring the gear back to the servicedesk when their lease is up. I've tried setting up the "Notify technicians and asset owners when the lease period for the asset expires", but so far it has not triggered any mails. We around around 15 assets were the lease is expired. I am not sure of the asset owner must be specified as well or if that is automatically
Extra options for Preventive Maintenance schedules
Hi, The following Feature request that was raised over 9 years ago in the forums, we'd like to see the same thing... https://forums.manageengine.com/topic/preventive-maintenance-task-schedule-update-to-allow-%22every-2nd-xyz-day%22 I would reply to the above ticket, but to be honest, the formatting of the manageengine forums website is terrible! - the bar hides all the buttons to post a new topic. :\ Anyhow, just in case you can't click on the above link, here's an extract of the request that was
Can we integrate OPManager with Service desk plus tool
Can we integrate OPManager with Service desk plus tool we have to build dashboard showing availability.
How to arrange the groups of the views
Hello I'm working with build 9307. I created my own custom views to be faster in viewing the requests I often use. Then I have to scroll all the way down to pick my own view. I'd like to have the group "My View" at the very top, because I use them most. In my opinion custom views are more important than the predefined views. I know I could make a search of the views, but that is not so handy as clicking the first entry. I suppose there isn't an option to change that order, but there might be an option
Using date/time fields in custom triggers?
Am I correct that you cannot use date/time fields in custom triggers? I am trying to create a To-Be-Scheduled SLA for requests that need to be performed at a specific date, which we have a whole lot of. Jai provided me a script last week which works for changing the due-by date to any other date field, now I'm trying to trigger it at the right times. I thought I could just create a shared custom field named 'ScheduleDate' and trigger the script whenever that is populated on a template, but it doesn't
Answer to a service request will not be send - Anwort auf eine Serviceanfrage wird nicht gesendet
Hello, we have the following Problem: if we give a mail answer to a question in Helpdesk and we send it, the mail will not be send. We must type in the message again and send the message again. After three or four processes the message will be send to customer. Kind regards Marco ---------------------------------------------------------------------- Hallo, wir haben folgendes Problem: Wenn wir auf eine Serviceanfrage im Heldpdesk antworten und auf senden gehen, wird die E-Mail nicht versendet. Wir
Restore Data Batch problem
Dear All i face problem when i try to restore data batch , i use version 9228 , and the message appears to me as attachment
Custom Reports From Manage Engine
Hi there, Just wanted to ask if it is possible for manage engine to automatically save a custom report generated into a folder ? Thanks Niyi
Customize Self-Service Portal for Technicians?
Hello Is it possible to customize the Self-Service Portal for Technicians? I'd like to add an own widget for the Technicians as I did it for the Requesters. Regards, Markus
Public solutions
Hi, I would like to know if its possible to use the solution database as a public database. Through the forums i already found out that it is possible to reach the solution database without logging in. But when we are there, there are no solutions visible even though i made them available through the self service portal. What other steps do i need to take to make them visible? Grtz, Luuk
A solution for duplicate incident request
Hi, I need to define role permission with this criteria: Can edit his own your group request that assigned Can view all other request & asset & CMDB that not assigned What should I do? What's your solutions? Thanks
Mobile App Configuration SDP
We are currently working in the installation of SDP at one of our customers premises. We have successfully configured an SSL certificate, and the server has a secure access. Today, we tried to configure the mobile app so that users and technicians may enter remotely, but we received the following error message while trying to log in: login failed technician key not generated for the user How should I generate the key? How is this process configured? I searched in the admin guide but did not found
User missing "open with query editor" option when editing report
We have a user that can create query reports, but doesn't have the button for "open with query editor" when she clicks "show query". The permissions for her role are set to Reports: view, add, edit and under Advanced, "Create Query Report" is checked and "allowed to view" is set to All. Do only admins have this function?
How to produce report of requests actionned by a group?
our helpdesk creates a request and assigns it to group A and then group A performs the work and assigns the request back to the helpdesk for closure, how can I produce a report of all requests handled by group A within a Day/Month/Year? SDP 9.3 9309 MSSQL database
Service Requests Versus Incidents, etc
Some questions... 1. Can I create additional options in the menu/sub-menu bars? For example, can I create an additional option on the menu bar for Questions that is similar in structure to Requests and Problems? 2. Can I change labels for any of the buttons in the menu/sub-menu bars? For instance can I modify the New Incident button under Requests say New Request instead of New Incident. 3. Can I combine Requests, Problems, and other types of Tickets into a single Ticket option in the menu bar.
Change WorkFlow Issue
When any change is made to any change workflow all change workflows are changed. They appear to all be synced together. Pls update ASAP!
Alliased email address
In Service Desk Support group I set email address to assign request automatically to this group (https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-groups.html) However, if email was send from my organization email SD shows default email address which is fetched by SD. I think this is some MS Exchange server problem and maybe someone have solution? If email was send from outside (gmail.com for example) everything works fine and request is
Technician calendar scheduling.
When i have to schedule a task assigned to a technician, is it possible to see the calendar of that technician and pick up a date from that? In this way i could schedule the appointments of that technician efficiently, without overlapping...
Product Type page is empty and Add New Product Type throws an error
Within the Asset Management section of Admin, if I go to the 'Product Type' screen, I get no list of product types, just an empty white screen [screenshot attached]. If I click on 'Add New Product Type', although the new product type form does show, I also get an error at the bottom of the screen [screenshot attached]. However, our previously created product types are still there - if I add a new product, the Product Type dropdown is correctly populated [screenshot attached]. I think this started
Integrating other teams into SDP
Hi All, I need some help with setting up other teams in service desk plus. We currently use servicedesk plus for Change Management, Security Incidents, and IT Tickets - All Tickets get logged when our staff email itsupport@...com We have a new director starting and wants our Faciliites and Accidents and Incidents Team members to use the Same Service Desk Logging System. 1) I'd like to know if we can give them access in a way when someone emails accidents@..com and incidents@...com we can get tickets
Admin SMS Settings
Admin SMS Settings Please why do you allow only American SMS Gateway providers instead of having a dropdown box to select/choose a (Country) and show available SMS Gateway providers so that we are all not forced and clogged on only American SMS service providers and Gateway providers. Please allow www.smsfactory.co.za in South Africa as first International SMS Gateway amongst others so that we can configure to ensure benefits of continuous usage of SD Plus Enterprise. You can call them to show
Previous install files
Is there a location I can download previous full installs? I need to restore data from an older version. Thanks!
Report with Employee ID
Dear Support, Please help me out in generating this report. which includes Technician, Request ID, Employee ID Requester, Department, subject, created time, completed time resolution as there is no employee id section to select in custom reports.
Access permission to report that created by query builder
Hi, I created a report with query builder for get all CI relationship and save it in SDP. Some technicians doesn't have any permission to view CMDB. For that I created a role with access to view request report like this: But I don't want to set permission to user for view query builder report that view CMDB. As matter of fact, how to prevent user to see query builder reports that not permission to see these modules? Thanks
Reporting a certain hour within a day
Can I create a report that can; Report on tickets created in Service Desk Plus within 5:30 PM to 6 PM (30 min duration) I can't seem to able to create this. Hope someone can help me out.
Custom Report - Technician wise open/closed/WIP requests
Can we have customer report for the following requirements? We would like to have bar-chart report which should represent that Technician wise Open/Closed/WIP requests. When I use 'Tabular Reports' with chart options, it has been grouped by either Tecchnician or 'Open' request only. I cannot able to view the report as I wish to have. Am I missing anything here to build that report? Can we achieve this requirement? Please suggests. Regards, Bala
Change permissions not working - 9307 Build
Hi, We have a Change Role called Peer Reviewer who has Edit permissions in the Submission and Planning stages however the Technician who is assigned the Peer Reviewer role is not given the Edit button when viewing the Change record.
Field & Forums rules error
Hello, I am creating a custom form that hides some option when the form initially loads until the request selects it. Example: Do you want a pizza or sub -Pizza -Sub If the user selects pizza, 3 options will show up s, m, l. By default it only shows the option after the user has made the selection and refreshed the page. Do I need to add a script as well to refresh or am I missing something in my configuration. Thanks, Chris
Incident detail report with Notes?
Hi I need to generate a weekly report on Incidents with their respective Notes. Fields for report: Request ID Requestor Department Subject Notes + Some Custom incident fields. Ive created a Custom Report but the Notes field simply states "Not Assigned" for every incident (bar one) even though I now there notes for quite a few of them. The one that does have something states on word which isnt what the actual incident Notes states. Version of ME: 9.3 Build 9308 Thanks!
Reply by email sent from the helpdesk
How do I enable reply by email for the requester and sender. I want the requester and sender to see all replies to helpesk email.
More options for the 'Data Archiving'
Currently, we just have the options below to configure the archiving. How this is configured Today we can't configure intervals between 1 and 2 years, for example, 13 months. This option will be very helpful for the SDP customers. -- Tainã Rodrigues ACSoftware Brasil
9.3 Build 9307 on chrome Version 58.0.3029.110
about 3-5 times a day ME ServiceDesk just freezes, the entire chrome tab becomes unresponsive. all other tabs work perfectly fine, even the ME Desktop Central V10.0.73 works perfectly. eventually about once or twice a day not even a refresh (f5) will work and get the following
Update Requester based on new field EmployeeID
I am trying to write a script to update the requester field on the incident template when a technician types in the employee id into a field i created. The part I am stuck on is how to "lookup" the requester by the number entered as a field and form rule on field update. so in this pseudo code example... var x=$CS.getValue("EMPID"); var y=lookup requester(x) return name $CS.setValue("REQUESTER",y); Is this possible? If not in field and form rule, can a script work? I am trying to avoid that though.
Place public documents on Users Start Page
Good morning everyone, is there a easy possibility to place e.g. PDF Files on the Requester's Home Page with all basic information? Thank you and regards
Other Team's Using our Service Desk Plus Instance.?
Hi, I need some assistance please. All tickets that are logged get generated to ITSUPPORT@UPNORTHGROUP.COM We have been told that Facilities, And Also Accidents and Incidents would also like to use the same system to log tickets automatically using our Service Desk System. I do not want to see these incidents coming in as some of these may have strict salary information and other information myself and Paul want to keep separated I would like to know is it easier to run another instance of
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