Service Request Template
While browsing some Service Desk Plus documentation, I came across a pdf that showed how to make an "Resource Request Form." Basically a request template that was set up in such a way that a manager could request certain equipment/permissions for a new employee. None of the steps in this pdf seem relevant anymore since all of the menus changed. Is there still an effective way to do this? All I can find is the incident request templates, and those have a bunch of irrelevant fields that you can't remove.
Technician License Exceed
Good Morning, I have an issue where my Technician license to login has exceeded. The problem comes from the fact i deleted a host of technician accounts rather disassociate from the site. I am currently recreating the technicians but i can't enable logins as the license has exceeded. Is there a way to reset the license as i am pretty sure we have a license for 20 Technicians but having to create new technicians means the system thinks i have exceeded when i haven't. Many thanks in advance. Damen
ServiceDesk Plus 9307 Released
Dear Users, SDP 9307 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9307: SD-65887: Status change of a Request does not get recorded in Time elapsed analysis in some scenarios. SD-65952: Technician details gets collapsed in Time elapsed analysis while re-assigning the Request to the same Technician. SD-66247: Scheduled report(s) do not work after the server is restarted. SD-66008: In SSO / Pass-through
modify the display of the request screen to have alternating colors
Is it possible to have the requests screen have odd and even rows be alternating different colors? See the example below:
Access
I cannot Login as Administrator from the Server even users cannot Login, it says Username and Password incorrect: ManageEngine ServiceDesk Plus
Requester Details SD+ 9307
Good Day, We have 450 imported Requesters with: Requester allowed to view: “Only their own requests” (default) we would like to assign: Requester allowed to view: “All their Department requests” ¿Which is the best way, if any, to automatize this change instead of doing it manually ? Thank you
Report last scanned time
I want to a report with the following information for desktop and laptops User, Computer name, Last scanned time, site, type of asset (desktop, laptop) only need that check the last 15 days and the computers that have asset state "in use" but i want to schedule the report that run automatically and always find the last 15 days state how can i obtain that report ?
How do I create an Average Response time report in ServiceDesk Plus?
I want to run a report that shows: All tickets created within a given date range for a certain support group. I also want to show the response time to each ticket and then average response time for each agent as well as the group as a whole. Can someone assist with the steps to create a report like that? Best Regards, Brian Mansfield
Can we setup a test server with our licence?
Hi All, In my organisation we use ManagineEngine ServiceDesk Plus 9.2. It is the Enterprise Edition and our licence ID is 645089. We currently have it installed on our server running our Service Desk software. We'd like to know if our licence allows us to install this on an additional server as a test/development environment. We want to do this so we can test new updates and changes before rolling them out to a live server. Obviously rolling out changes and updates to a live system without it being
Additional fields hidding randomly
Hello, I recently upgrade to the 9307 version, I edited a Service catalog template with some rules and then delete them. now everytime I edit a different Service catalog template the additional fields from the first mentioned template are hidden and there is no current rule for it. The fields appear again randomly through the day, I've noticed that the fields dissapear when I work on the other template and they appear after some time of not modifying anything. Can you please assist to determine what
Service Catalog - New Form
I'm amending the Service Catalog User Access Request form to include a number of new custom fields, I cannot work out how to have them set in an appropriate order, the are randomly positioned in the layout and not even in alphabetic order, is there a way round this? Thanks
Community Digest - May 9, 2017
Migrate tickets and attachments
I have setup a new SD+ server with a lot of customizations. I would like to migrate tickets and attachments over to the new server without losing my work. Is this possible? Thank you, Tom
Modify Purchase printed form.
Hello, Is possible to modify the printed form of the purchase?. I need to simplify the form to delete fields that we don't need. Also I need to restructure the form to recolocate some fields in other order, etc. It is possible to do it myself?. I'll wait your reply. Thanks. Best regards.
Issue from to update to 9300
When I update form 9200 to 9300 I found an error when I access to aplicattion (I attached image) ). And the password of administrator user is changed.... Thanks and regards, Gerardo Cortés
servicedesk plus user survey
hi all, We are encountering issue regarding the servicedesk plus user survey features, we want to use the user survey once the ticket are close to take an evaluation survey on the requester on how the technician assist them and solve the ticket. But the encountering problem is user survey link, once the requester click the user servey link (http://localhost:8080/$SurveyLink) it open another tab (Error 404 Unfortunately the page you requested does not exist). hope anyone can help us. thanks and best
Incident templates
I am wanting to put in some type of text/note give the user a bit of direction on how I want the form filled out. I have tried going into the requester part of the form and putting some text in the description field. However... it never saves. I don't really feel it needs to be in the description field for the technician. Suggestions or ideas?
Modify Query
SELECT (SoftwareList.SOFTWARENAME) "Software_Name", MAX(aaov.NAME) "Site", MAX(SystemInfo.WORKSTATIONNAME) "Workstation" FROM SoftwareInfo LEFT JOIN SoftwareList ON SoftwareInfo.SOFTWAREID=SoftwareList.SOFTWAREID LEFT JOIN SoftwareType ON SoftwareList.SOFTWARETYPEID=SoftwareType.SOFTWARETYPEID LEFT JOIN Systeminfo ON SoftwareInfo.WORKSTATIONID=SystemInfo.WORKSTATIONID LEFT JOIN Resources resource ON systeminfo.WORKSTATIONID=resource.RESOURCEID LEFT JOIN ResourceLocation resLocation ON resource.RESOURCEID=resLocation.RESOURCEID
Report from Asset
When I select an asset I can print to a printer. The challenge I am having is it is cutting off some of the information on the right of the printed document. I would like to see under Actions another option besides print preview called PDF Download. I do not necessarily need to print these but if I can download it with all the same information then this would be extremely helpful. Everything can be seen on the print preview but the issue is only happening when printing. Plus being able to see
best way to install an agent
Hi i have juts upgraded my SDPlus to 9.3 and i wouldl ike to know the best way to install the agant since half of my computers have the older version and the other half doesnt have at all agent installed i tried with GPO , its hard to track please advice
Requester View - Personalize request list
Really, the Requester View has the list: My requests My openend requests My pending requests ... My group requests ... I would like to personalize this list adding something like i.e. Requester View My requests My openend requests My pending requests ... My group requests ... My Requests mode phone My Requests mode email My Requests mode web form Is it possible? Thank you
IE and SDP version compatibility
Hi, May I ask for a list of the Compatible versions of IE to SDP builds.
Automating change records
Hi, I am trying to find out if I can automate a change being loaded from a particular incident being logged. Is this possible in Service Desk? Thanks,
Reply to a conversation
Hi, Is there a way to reply a conversation only from the application without send the email to the request? Another thing that i don't understand is the meaning of "Hide from the requester" if i have to send and email to comment something in the ticket. Thanks
Pushing the Agent
We tried pushing the agent through the group policy but it did not work so far hence we have installed the agent for individual workstations from normal installation wizard and it was successfully scanned; and although we have followed the exact steps as provided in https://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/methods-of-deployment.html the pushing is not happening through group policy. Note: We are using the Manage Engine Service Desk Plus 9.3 Build
Notify before area on Contracts
I would like to choose to use Months, Weeks or Days for the Notify Before area. This would be easier for me that calculating days.
Admin Guide for ManageEngine ServiceDesk Plus 9.2
Hello, Is there an Admin Guide available for ServiceDesk Plus 9.2? I am in the process of updating the short document for all technicians (SDP v8.1). Thanks in advance. Nikhil
Button to run Business Rules manually in the open and unassigned tickets
This button would allow admins to test, troubleshoot and run new rules against tickets that have either not run, are having issues or are new. This can help to save time for admins if tickets are coming in in large quantities. As an example Outlook has a similar feature where an individual can run their rules manually at anytime. I think this would have a positive impact on the service desk plus community.
Adding custom fields to solution section of problem.
Hello, I would like to know if it is possible to add custom fields under the problem module in the solution section of the individual problems. For example I want to add a Corrective Action and Corrective Action Owner field.
Is there an outlook plugin?
Is there an Outlook plugin for Office 2016? We want to get the reminders from ServiceDesk in Outlook.
Auto resolve on no response
When using a status such as 'Pending response from requester' it would be very useful to have a workflow process to automate the process if they do not respond. eg If no response in x days, send a nudge If no response in y days, send a final reminder If no response in z days, auto resolve / close the request
Copy previous Purchase Order / Purchase Order Template
Dear SDP Team, We've been patiently awaiting the arrival of an option to make Purchasing much easier. 1) Create a new PO from a Previous order Use case: We order the same set of laptops each time, sometimes weekly. Each order has 10 components (hardware, software licenses, components, etc.) Each time we have to fill out the PO in the exact same way, and going through and adding the individual components to the PO when it could be automated is frustrating. How about an action item that allows to Create
How to add computers
Dear All I am new to this software can any body help me how to setup or configured this tool for a computer lab???
Last successful scan report
Hi, Is it possible you could generate a query in MS SQL format for me, so I can produce a report? 'Resource Name' and 'Last successful scan of a workstation report within the last 90 days'. ServiceDesk 7.6.0 Build 7602 Thanks Mark.
Domain drop down at login
Hi, I am building a new instance of Service Desk Plus. I have imported requesters from Active Directory but when you login there are 3 domains available e.g. THECONSORTIUM theconsortium.com WORKGROUP Local Authentication (SD authentication) I'm guessing the SD software has pulled these from my AD. I only need THECONSORTIUM as this is the domain everyone logs in against. How can I remove the other 2 selections from the drop down? Many thanks, Lee
Request Notes
When forwarding a request if notes are public are we able to include that in the forward or reply function? Also is there anyway to make all notes "Public" instead of private?
New Update Opens a new Tab each time I open a ticket.
When I open a ticket, it opens a new tab that I ended up having 15 open just by navigating around. We recently have an update. I already adjusted my browser and I can't turn it off.
Director Level
I think it would be useful to be able to add a director level of management into the hierarchy. What I mean by that is some allow managers to be over (and even members of) multiple departments that report to them and grant them access to view all of their own departments requests. This feature could even span over multiple sites as these directors may have departments spread over 2 or more sites. It seems to be already semi-implemented per the "Organizational Roles" section, but that is mainly
Report Request
Build 9301 MSSQL Looking for a report what will give the following by month for the current year Month/Year Requests Created (Incidents AND Service) Requests Resolved (Incidents AND Service) Surveys Created Surveys Received As we don't send surveys to technicians, the requests created and surveys created will be different numbers. Possible? Thanks as always
Version 9230 restoredata fails
Hi, I am trying to restore a backup of my production system into my development environment. I am using restoredata on my development system and pointing to a recent backup of my production system, but the backup eventually fails with an error "Cannot find the object "ARC_ServiceReq_4501" because it doesn't exist or you do not have permissions". Unfortunately that error message isn't very helpful to let me find out how to correct it. I would appreciate any help. My goal is to mirror my production
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