Need to add a field to a custom field for an incidente template
I want to use the Field & Form Rules.. to set a custom Variable with a Requester Employee ID field. But i don know if Employee ID Can be use to set the custom Variable.. var y=$CS.getText("REQUESTER.EMPLOYEEID");
$CS.setValue("WorkOrder_Fields_UDF_CHAR4",y); Please tell me where i can find or add this field. Regards Vicky
Change: creating a completed change through script/templates
Is it possible to create a change request and auto populate all fields under the Plan/Deploy/Verify stages? I know we can create templates and use them for changes (i.e: routine Administrative tasks) to capture the event. However these templates will only create the initial request so the deployer/manager/tech will still need to complete the Plan stage and move it through all the stages. I want to automate this so if we have routine changes that occur frequently (i.e.: website content update) we
Pre-populate the rollout and back out plan and check list in a change template
Can you setup a change template that will automatically populate the Roll out and back out plans for a Standard change?
Option to auto-fill requester name and email to fields in incident template
Hi! We have an number of part-time, and nightshift workers calling in requests and incidents. These users have no AD user (and should not have), so we log these cases to their foreman and send notification emails to managers. Is there any way to autofill recipient name and Email-to-notify fields when creating incident templates? Regards Allan
Handling off confidential attachments and Incidents
Hello Team, is there an Approach regarding confidential Incidents with Attachements? We are thinking about an Setup where HR and IT can share the Ticketing System. But with HR incidents it could be possibile that the Incidents Description and Attachements contain sensitive Data re. the employees. Is it possible to configure that only members of the Special HR Group and the Ticket Creator can "read" this kind of stuff. in our upcoming Setup 15 IT Guys for 10 Countries will work with the System but
Any change of making this self Service portal available for SD Plus
Hi, I noticed that you have a new self-service portal. Any chance of introducing it to SD Plus users? https://desk.zoho.com/portal/meservicedesk
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
Complex and/or statements in business rules
I need to alert someone via SMS under the following conditions: They are in a specific support group AND ((Urgency is High) OR (Priority is High OR Priority is Critical)) Can this be accomplished? If not, may I please have a feature request for complex business rule criteria? Thanks, Adam
IT Asset migration from Managed Engine SD 8.1 to Managed Engine SD 9.1
Hi All, We plan to do upgrade for our Service Desk software from v8.1 to v9.1. We already simulate with trial version, i can export and add manually using csv files from SD Plus v8.1 to SD Plus v9.1. Any one having a clue how to migrate data from our old server to the new one. Its was nightmare if i must re-entry 2000 devices Thank You
Login screen shows briefly
We are on build 9301, SQL Server It seems after our recent upgrade to 9301 technicians are seeing the log in screen for about 3-4 seconds when they open the app and are not currently logged in. We have single sign on working and the screen quickly goes away and the users are properly authenticated. But a few have mentioned this new behavior. Everything works for this is more a casual question/FYI in case others have brought this up as well. Thanks
Import Assets etc from old version to the new version
Hi I was trying to import all of my organizations assets from the version 8.2.0 build 8213 to the version 9.2 built 9241. What I did is I created a report and save it as CSV file. But the import on v9.2 is always failed, especially when I use field Warranty expiry(one of the most crucial information that has to be imported). Is that the correct way to import by creating the report and then import from CSV or there actually a better way to do this. Cheers, Eko
Allow Requesters To Change Site On New Incident Request
Is there a way to allow users to change the site on a new incident request? Currently it auto-fills with the site from their profile, but it does not allow them to change it. This is needed as we have many employees that rotate on a weekly or monthly basis.
Reporte Personalizado
Estimados buen día a todos, Estamos requiriendo realizar un reporte personalizado donde se pueda obtener la información detallada de los tiempos invertidos y agruparlos por Grupos y por Técnicos, esto con mayor énfasis en los tiempos vencidos (SLA Vencidos) En el historial del Ticket se observa la gráfica donde se detalla esta información, esta información es la que necesitamos, ideal si fuera en modo gráfico o en modo matricial. (Adjunto captura de pantalla) Agradezco de antemano sus aportes. Saludos,
Vendor Contacts
Is there a way to associate multiple contacts to one vendor. Many times there are account managers and technicians for the same vendor and we should be able to see this listing under the vendor name.
Ticket open calls report.
Hi, I want to make custom report which is having unassigned technician having all request type excluding request types(Projects, Changes &Activities).
Please make a tab/filter for last scan date under Workstation(asset Management module)
It would be so useful to know when a computer was last scanned when searching under Workstation tabs. There are possibly reports that we can run but doesn't make sense why the filter/tab cannot be included under the module.
REST API & EDIT_REQUEST + INTERESTEDPARTY field
Hello! The question about subj. When request created with field "interestedparty" the EDIT_REQUEST operation is OK: http://localhost:8080/sdpapi/request/687?OPERATION_NAME=EDIT_REQUEST&INPUT_DATA={"operation":{"details":{"INTERESTEDPARTY":"mail1@mail, mail2@mail"}}}&format=json BUT when the field "INTERESTEDPARTY" is missing in request (absent when request created), this operation will return "operation-result-status-Success", but nothing changes! The field is absent. oO I need to add this absent
outgoing / incoming mail problem
hi , i configrure incoming and outgoing mail server settings. and its send old incident to everyone ? also i have relay on mail server but i cannot send mail from service desk to gmail.com
How to hide devices that not successful in SNMP scan
Hi, My organization switches put in 192.168.1.1 to 192.168.1.254, but number of these switches is 15 switches. I added a new network scan with "Entire Network" option and 192.168.1.0 network address. After scan completion all my switches show in assets, but some empty ip address that not switch exist list in Switch Assets List. How to hide empty ip address from assets list. Thanks
ServiceDesk Plus 9303 Released
Dear Users, SDP 9303 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9303: SDF-62564: Option for Technicians to mark their availability by choosing 'Online' or 'Offline'. The significance of this indication can be viewed while assigning Requests/Tasks to an available Technician from the home page of Tasks and Request module. SDF-38788: Prompt for Request closure code when the status of a Request is
Add description field to network scan list
Hi, I added a bunch of IP address range to network scan section. I need to see description field of network scan instead of click on it. Thanks
Technician Auto-Assign
Is there a way that a technician can go "Ready" or "Not ready" when opening Helpdesk so that the technician auto assign will trigger or not trigger for them? Is there any other way other than adding and then removing someone from the technician auto assign exemption list? Thanks!
How to hide devices that not scan in SNMP
Hi, I added 192.168.120.0/24 entire network IP address to scan switches that have an SNMP credential like below image: In this range just exist switch, but we don't have 255 switches and just 10 switches. I considered show me just 10 switches that scanned in switches section of Assets tab. It's right, but in workstation section of Assets tab shows me other IP address that null and doesn't exist. like below image: These IP addresses are null and don't exist and also isn't pingable. What should I do?
Servicedesk always change and record time of technician assignment to latest action
Hi, Everytime I make change on a request ( change field, change of priority, or any field, close request) , system always make a change on time of technician assignment to the latest action time. this make my report about working time is not correct and ( from last assigned time to completed time) Can you please check this bug, I using Servicedesk version 9.2 build 9223 and I did test with latest version, got the same problem Updated by Tuan, Nguyen Hoang Huy on Jan 18, 2017 08:54 AM Request Updated
FAILURE :Domain with the same name already.
Dear all , i have a problem with adding a domain to Account Details - Active Directory every time add this domain i see this error FAILURE :Domain with the same name already. Please provide a different name. i need to fix it please Best Regard, ahmed Borham
Task disable/enable on service requests
Hi, how can I disable or enable different tasks on a service request as a requester? Thank you in advance! Katja
About Removing Domain and add Agine
hello there , i just Removing the Domain from AD list and Remove it from Windows domain Section and when a i try to add it again it show me Error :FAILURE :Domain with the same name already. Please provide a different name thanks
Does Service Desk Plus Supports SNMP?
Dear Manage Engine Team, We are not able to scan HP Switches / Avaya IP phones and other hard ware devices through Manage Engine Service Desk Plus. Can you please advise us, what are the changes has to do in our devices? Please advise us or share necessary docs to do changes on our devices. Regards, Seshu
Cannot delete department or wipe out Additional Fields
Hi, I am using ServiceDesk Plus version 9.3 Build 9301. I created three departmets which I now see from Default Settings. I cannot delete them and error message shows: "Department is being used by module. Hence cannot delete it." How can I get those deleted? Earlier I added some Additional fields on Purchase - Additional Fields or to the Contract - Additional Fields. I am not sure which one because i already deleted them. Both Additional Fields are empty. Still there are possible to assign these
Is there a way to add Category drop down with in an incident?
Hope this makes sense. Most (99%) of our users use email to open tickets, so the 'Category' field is left blank. We are wanting to track our incidents based on Category, so when a Technician opens an incident to reply, they are having to edit the incident to fill in the Category field before they can close the ticket out. Though it is not a major issue, it would be nice if they were able to change the Category field with in the incident page without having to edit. Is this possible?
What browser do you use? Have you ran into these issues?
Firefox - Memory usage keeps growing and growing till restart of firefox is required. Firefox will print a ticket without cutting off the right hand side, Firefox will allow you to insert a picture into a note. Also Firefox just redid its plugin functionality most notably affecting java. Chrome - Cuts off the right hand side of print jobs. Outside of SDP Chrome is always running, and sometimes running a multitude of times. Opera - Won't insert a picture into a note IE - Random glitching, slow
ME Integrations: Link to custom report
Is it possible to create a http link to a SD+ report? With the addition of external links in the latest version, we'd like to provide a link for our staff to run a report (i.e.: Scheduled Changes). Has anyone done this or know if it's possible? SD 9217 Enterprise MS SQL ------------------------- Canada
How to make domain scan add PC even if it's not online
Hi Can someone please tell me how to make ServiceDesk Plus add any new PCs it finds in AD even if it can't connect to them at the time of the scan please? I realise that it won't be able to populate all of the fields for it, but at the moment if our SD+ server can't ping a PC it finds in AD it just ignores it completely. Many thanks
Reporting Issue with Boolean Based Values after upgrading to 9300
We upgraded to 9300 last weekend Today, I ran an existing report and at first I did not think it gave me the results I expected It returned 1755 results When I looked at the filter options it looked correct I happened to click on the values for Pending Status and instead of returning showing "yes" or "no" as the Boolean values had done in the past, it is now showing the actual “1” or “0” values. when I selected "1" to rerun the report it returned values that are both "1" and "0" ("Yes" and "No")
Service Desk Remote Control via Agent Issue
When trying to remote control a system using the the agent the connection gets established but the viewer never opens. All we get is the following window and nothing else: Any help would be appreciated as we are unable to use the agent to remote to any systems. Thank-you.
Images in notes
Hello, We are able to paste images in the request notes, but only when using Internet Explorer 11 or Firefox 52. Any idea why it does not work with Chrome 57? Best regards, Demetrius
SDP Formating Purchase Order address fields
Is it possible to format the address fields so they represent hour our post handles mail? Present, we get Address 1 Address 2 City - Zipcode State Country We'd like Requester Name Address 1 Address 2 City, State ZipCode Thanks, Adam
Set email for a task
I am wondering if it would be possible to add an email address to a task. Scenario, We have an onboarding process for employees, when the telephone extension is added (a task) when the task is set to resolved it should email one employee who does business cards and the like. If they are a specific type of worker, that task when resolved should email someone else. This is done in a way but the first person spoken about above does not need to know every step of the process is completed, only their
Admin Role not working
Hi All, I have a strange one here. I have given a technician the SDadmin role however, when they login they get the requester view. Can you advice Thanks Cliff
Report - Time Elapsed Analysis
Hi, How to create a report for the information : Time Elapsed Analysis - Status, Group and Technicians Displays elapsed time expert at the request passed through it.
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