Problem Management form - solution does not always have to be a Knowledge Document (i.e. a solution page)
Dear all, I'm not able to describe a solution to a problem except if I create a Knowledge article, i.e. a page in the Solutions module. Quite often the solution to a problem is a technical one which goes through change management, which means that there is no point on creating a Solution as defined in SDP. Could you please add the functionality of allowing the technicians choose if a solution to a problem requires adding a page to the Solutions module (meaning the creation of a knowledge document).
Business rule not working
Hi, We have implemented service desk plus in our organization. We have defined business rule for subject and description nut it is not working. Kindly let us guide what configuration is required to run business rules perfectly. - Microlink
Template changes locked down
Is it possible to lock down a incident template to protect against the task details being changed? Or if it gets changed, the owner has to approve or gets a notification?
How retain ticket status
Good day, Please I am having an issue and require ideas on how to resolve it. I have limited slots for technicians and at sometimes in the organization some of the technicians are re-assigned new schedules or they leave the organisation outright. Now the problem is when this happens they are either not technicians any more (they become requesters) or they are moved to other departments. Now when this happens and there is a change in the configuration of the MESD, the tickets for which they where
Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1) However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2) We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
Product Support Policy : New Update
Hi Users, We have updated our product support policy. Product support will be offered only for builds that are one year old. For example, support for ServiceDesk Plus 9.3 released on 8th February 2017 will be available only until 8th February 2018. To continue receiving support, you will have to move to the latest version of ServiceDesk Plus. Refer to the Support policy document given here ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
Servicedesk Plus Upgrade Shortcut from Build 8213 to latest.
I will be upgrading our Servicedesk Plus from Build 8213 to the latest, as you can see its already outdated and several versions have been made. I would like to ask if there are any possible shortcuts on upgrading the SDP easier to the latest?
Users Logging In With Email Address Creates New User
Good Morning, When a user authenticates with their email address instead of just their username, ServiceDesk creates a new user for them. Is there a way to either have ServiceDesk link that email to the proper user account already in the system, or refuse the login as invalid forcing the user to use their actual username? Thank You, James Leitz
Conversations Report Help
I need help to modify the query I have to get a report showing all conversations for only Open requests. Right now, the report shows conversations for all tickets, and the report times out when I try to run it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time", longtodate(c.createdtime)"Last conversation time/date" , cond.description "conversation Description", std.STATUSNAME "Request Status"
What is the best way to copy my production data to my development system?
Hi, I want to upgrade our system from build 9230 to build 9307. In the past, my upgrade experiences have been quite painful and have provided far more practice in restoring a broken system than I really have time for. There is no way I can take a chance on upgrading the production system until I have performed the upgrade in development. I realize that there is no direct path between the two versions and that I will have to do this in several steps which is taking this to a whole new level or terror.
Notify users when request has been merged
Is there a way to send an automated notification to the requester when their request has been merged with another request. We get a lot of duplicate requests that we merge together to make tracking of issues easier but once they request is merged the requester does not get any notifications other than the ticket that remains causing them to think their original ticket is still open.
Possible to create an end of business day SLA?
Hello, Looking for a way to create a SLA for the end of the current business day. This often comes up where our current SLAs do not fit the bill for the request where it is not terribly urgent but needs to be done before the next shift comes in. Is there a script or some way to accomplish this currently? I just submitted a feature request but I am not going to be able to wait for it to be upvoted and then added eventually and will need a solution for now. Any help is appreciated! Thank
Question: I need to know,
After having the desktop server is that we need another application to ensure mail management. Such as the exchange server for sending messages to users. GMOUANDA
Integrate ServiceDesk Plus to Sharepoint
Hi We have just started to use ServiceDesk Plus. But we have all our documentation stored in a on premise Sharepoint solution. It's documentation regarding IT Services and Business Service down to basic support documentation for the IT department. We are working now to set up the CMDB and want to connect the documentation for each CI-item. Is there any way for us to use one or several links to our Sharepoint? We don’t want to move all documentation to ServiceDesk under the CI-typ Document.
Notification Feature for technician simultaneously looking at a Request disappeared
Hello I made an upgrade from 9228 to 9307. Before there was a useful feature. When I was looking at a request, which was already opened by another technician there was a notification / pop-up which told, who is looking at the same request at this time. Is there an option where I can enable this feature again? Regards, Markus
No Resolved in History when all associated tasks are completed
Until the end of March, the system would insert an entry into the workorderhistory table with DESCRIPTION sdp.tasks.parentrequest.closedescription and OPERATION RESOLVED, and an entry in workorderhistorydiff with COLUMNNAME STATUSID and the previous and current values set appropriately. Now they do not seem to be inserted. Since we used these entries in some of our reports that give an aged view of the requests, they no longer work. Is this a planned feature or a bug that has crept in? In any case,
missing icon for advanced search
we upgraded to 9307 over the weekend and just noticed the advanced search icon is missing. the function can be invoked by clicking in the blank spot where the icon should be. anyone else noticed and/or fixed this? shows up in firefox and ie but not chrome?
Manager View
I've been told it is possible to do, however I cannot find where to set it up or enable it, whereby the Manager can view all their teams' open tickets. I have set my test account in Active Directory to be managed by me, and when I log in, I can't see the tickets my test account has raised. Can someone point me in the right direction please. Thanks
Service Desk download
Hi, I currently run Service Desk Plus 7.6. I am building a new server and would like to install a fresh copy of 9.3 and migrate my users to a new, clean version. Does anyone know where I can download a full copy of 9.3 without trial data pre-loaded? Thanks, Lee
Variables in custom views
Hi, is it possible to use variables in custom views? For example I would like to create a view for my techs that lets them view cases created by them - something like this 'requester' is %loggedinuser%
edit SDGuest
hi all, we have a fantastic role - SDGuest for all user. could i edit the rules for this role?
Script to Open an Explorer Window
Hi, We have a script that opens up a browser window if you meet certain criteria, this is great for websites or links through a browser but is there one that opens up an Explorer Window (To view network files using explorer.exe ) ? window.open('AddrFromSolutions','_blank'); A
query report for all scheduled reports
I am reporting this as a problem, because the query report is a workaround only. We were informed that the SDP admin cannot see all scheduled reports in the user interface by design. This is very bad situation, when SDP admin don;t have any control on scheduled reports e.g. by technicians who are no longer working. Please create query reports which can provide the below information across ALL scheduled in SDP reports: Report name \ Next Scheduled Date \ Recipients \ Techncian Name (owner)
Notification Rules - technician
Hi all, We plan to let technician to using the email create the incident request assign to them self, close ticket and update ticket via E-Mail Command, but there are no notification email to technician(i have tick the Alert technician by e-mail when a request is assigned.). It will send notice email to technician if we manually assign it to technician from the web portal. Is there any possible solution that allow it will send notice email to the technician even using the email create request assign
HTML Notification corruption - SDP adds intrusive HTML
We have been using a method for adding full HTML notifications to SDP for a while now. It basically involves: Create a HTML file using Notepad++ (specifically targeting compatibility with Outlook) Open a blank email, remove any text Use the 'Insert as text' function to add the HTML file as content in the email Copy and paste into the SDP notification window Save the notification This has been working now for quite a while and works flawlessly on all notification except one! If I use the process above
Not able to delete User created in ServiceDesk plus
Hello, I am not able to delete the user from ManageEngine ServiceDesk plus, which was created some time back. Please help. Screenshot below shows a user "dummy", which doesn't show checkbox to delete. Regards, Alekhya
Dashboard indicating wrong number of jobs for techs
The actual number of jobs a tech has[ pending ] are not correctly being reported on the Dashboard. We just upgraded to version 7.3.9307
How to change site field by business rule
Hi, I want a monitoring tool that monitor all site of organization. I set alert rule in monitoring tool. for example if router is disconnected, mail to servicedesk@myorganization.com that configure in SDP mail setting. I want to set business rule that if receive a email from monitoring@myorganization.com and if monitored device from other site, change site. Thanks
No search results if there is a negativ sign in the search box
(build 9307) Hello We have a lot of requests with the hostname written in the subject. A hostname of ours looks like B-Luda-71. If I search the requests and write the hostname in the search box, I don't get any results. I could write only Luda, then the request will be found, but I get too many requests in the result, so I have to search for B-Luda. Regards, Markus
Set Task Start date From Date field in Incident
I am working with our HR department to help us with our staff transfers. I have created an incident template for them to fill out that contains a date field of "date of transfer". Is there a way to pass that field to an added task and use it to set the start date and possibly end date of the task? so if they say the staff memeber needs to be transfered 25 Mar 2017 the task start date will be 25 Mar 2017 Thanks
Request ID collision?
Hi! We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the request id already exsists in one of the systems. So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side. I assume it's not
drop down menu
jhhi it is possible to make drop down menu to choose status? like technician drop down menu
Reports Help!
Hello all! We are looking to create a few reports that show any Requester who has elevated access to view requests above the default. This is denoted in the Requester Details under Department Details and Requester allowed to view. We would like to see: * any requester who can view their Departments tickets * any requester who can view their Sites tickets * any requester who can view ALL tickets Jeff Day
Workload Query
Hi, We have two teams, one receives a Service Requests for some work but they need the other team to also perform some work on the ticket. We have looked at tasks but I doubt they are suitable, so what would you suggest is a workable option instead ? Any ideas ? A
Preventive Maintenance
Hi, Does anyone have a Report Query that can export all the details of the Preventive Maintenance, especially the schedule details ? We have this, but just need to see if we can add - well, everything else..... Select top 50000 swo.WORKORDERID "Scheduled WOID", ti.SCHEDULE_TIME "Next Schedule Time", aau.FIRST_NAME "Requester",sdo.NAME "Site",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",res.RESOURCENAME "Asset",qd.QUEUENAME "Group",ati.FIRST_NAME "Technician",swo.TITLE
Email quota in Manage Engine
Hi Support, I would like to increase the attachment quota while sending email via manage engine. Along with increase quota in uploading document into manage engine SR. Appreciate you could advise. Regards Vincent
Jquery to get JSON Data using Rest Api
Hello, Is there any way to use Rest api call in Jquery to get the JSON Data of a SD Request.? Please advice. Thanks, Praveen
Requester-Import from Active Directory: Failed entry = 1
I have a question about the requester import from Active Directory. Everything works fine. But with one requester I get an error message: Failed entries: 1 Where can I find a logfile where I can check which entry failed
Barcode Removed
Hi I added a computer to assets by running script, after a while I changed computer name and after that, entered barcode is removed , why this happend?
Attach multiple files at once
Would it be possible to request a feature that would allow to attach multiple files at once in a PO or a request?
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