Activities Notifications
Dears , I am using SDP 9.3 latest Build MS SQL 2008, My questions is I noticed that there is an POP up when a technisian Open a ticket & another Technician Pick it Up Like Who is Working on the Ticket Near the status. This is Not appear Between a Requester & technician, another Note that If the Technician Reply to the ticket also an activity POP up appear on Requester Screen . why this is not Working Between Requester & Technician. Thank You
Granular SDP admin access
Hello, We would like to give one of our support teams permissions to create technicians in SDP, without providing them full SDP admin access. How should we proceed? Best regards, Demetrius
Edit login page of service desk plus
Hi, can I edit the login page of service desk plus?
Emails logged as tickets
Hi, I have just setup the ability for users to email in their issues and have SDP log it automatically. I would like to 'Template' these engagements as follows; - Mode is always Email - Impact, Urgency and Priority always low - Assignment is always to a particular group Is there a way in which I can do this within SDP?
Working hours over midnight cannot be set
Hallo! my company works in shift 05:30 - 01:30 (just 4 hours off during the night). 01:30 cannot be set as a valid value, because that is seen as before starting hours Can you work on it? Tks
Escalation to be assessed / First time response
all, we have a 30 min window for our First time response, and im wondering if there is a way to escalate to the technicians when there is 15 mins remaining I have set the following and i dont get notified Is there a way to get this notification Thanks
SD Plus Hide/Modify buttons
Hi, Regarding the layout of the main page in the SD Portal - is there any way to hide the two buttons on the top left of the page? Also, is it possible to modify the descriptions and wording of the 'Report an Issue' and 'Create a new Service Request' buttons?
Can someone share a MSSQL Query to delete a technician from the SQL Database?
I have (2) technicians that keep showing up in the drop down after they have been deleted. Can someone share a MSSQL Query with me to delete them? Thanks!
How to change scanned asset item to another type
Hi, I define a "copy machine" product type in IT asset. I want to scan copy machine with network scan with SNMPv2, but when I scanned that, scanned item put in printers. How to change this scanned item to "copy machine" type? َ Note: Also after rescan, shouldn't change to printer type again. Thanks
Software Management
I have been working with Service Desk Plus, specifically Assets. I have just started working with software. How do you know when something should be entered only as a Software License or when something should be entered as a License Agreement or when you should enter things in both.
Can't connect to ServiceDesk after installing new SSL certificate
I have followed the below article to install a new SSL certificate and configure ServiceDesk to use port 443 HTTPS: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html When I run the application on the server all runs ok. However, when I try to connect to ServiceDesk from any client computer, I cannot connect. Has anyone got any ideas? Gary
Apache Struts Vulnerability
We currently run ME servicedesk plus version Version 9.1 Build 9105 . We have been advised of the following vulnerability in the version of Apache Struts : The affected versions are : Apache Strut versions : 2.3.5 to 2.3.31 and Struts 2.5 to 2.5.10 Please can you confirm if this is a version used in our current build ? If so is there an upgrade to fix this; either just the Apache Struts version or the version of Manage Engine.
Create One Off Request ID (NOT using standard number sequence)
Hi, I am hoping to create a small number of "ongoing tickets" that will be added to regularly over a long period. These will not be user created incidents but specific items that we want to be able to track that will require multiple parties all remembering the request ID to include in the subject line of E-mails to ensure that progress logged. Our current range of request numbers goes from 19000 up to 24823. These manually created request ID's would ideally have numbers that are completely different
Monthly Report schedule question
Hi, I want to schedule the execution of a report to run two days before the end of each month. In the monthly scheduling options, I only see the possibility of the report being executed on a particular day, for example on day 31 or day 29, but how can I indicate that two or more days are running after the end of a month regardless of whether the Month have 30, 31, 28 or 29 (in the case of February) days. It can be done? . How? Thank's in advance.
Need to configure multiple stages of Approval
Hello Everyone, I am trying to configure multiple stages of Approval, but no luck. Can you please help me on this. Currently using the version of Your Version : 8.2.0 Build 8216
Anonymous access to Announcments
Hi all, Is it possible to provide anonymous access to the announcement page? We would like to reuse the details on an our Intranet page. Alternatively, could we put a username & password in the url string? Brent
9118 installers location
Hello, Does anybody know where I can locate the full installer file for 9118? I know where to get the service packs. https://www.manageengine.com/products/service-desk/service-packs.html However I am attempting to do a test upgrade from 9118 to current version, and because we have done a snapshot of our servers we've been advised to do a fresh install of the software, link to database and then do the update. However, the only installer files I appear to still have copies of is 9116 and it won't upgrade
CAB Member Report
Hi, I would like to create a report listing all the CABs and their members. Is there a canned report that these old eyes couldn't see? Best regards Dave
How to delete an attachment in archive requests?
Upgrading from 32-bit version to 64-bit version of Service Desk Plus
Hello there! I am looking to upgrade our Service Desk from 32-bit to 64-bit. I am currently on version 9.0 build # 9018. Will I have to perform each service pack separately to upgrade to the 32-bit latest version? Will I have to upgrade to the latest 32-bit version before moving to the 64-bit version? We are currently at several hundred users and a couple thousand tickets a day, and the performance is suffering being limited on the 32-bit server. Are there trusted guides to upgrading from 32-bit
Sites and Roles Issues
I have multiple sites and technicians assigned to their respective site. I want them to be able to assign a request to ANY site, but only be able to view the requests for their respective site. Is there a way to do this? Currently I am finding that if they are not in the site, they can not assign it to a group in that site, and if they are in a site, they can view all the tickets in that site.
Search error when language UI is set ITALIAN
When I try search asset in search field, result display solutions home page. When UI is set ENGLISH, search result is correct
Mobile client available Request Templates
Hi there, In the Mobile client when opening a new Service Request the requester is not permitted to choose Request template. Is it possible to have the ability to choose from a list all the available templates, like in the web application? We do not use the default template though we have created a list of templates depending on the type of the request. BR, MaryP
Mail Association to Problem
Hallo, It would be useful having a mail thread associated to a Problem, especially when external support is involved. I wonder if it will be possible to implement this feature.
Form and Field Rule does not work
Dear team, I am using SD Std Version 9300, trying to use Form and Field Rule but it seem not to work. I try with Category field, uncheck 3 option ( mandate, user can set, user can view). Then on form load I add rule once request create/edit. then it show Category field and allow user to set and mandate field. But it not working. I try with requester role and create new ticket, but Category field still not show as expected Do you have any idea Thank you ! Tai
Network Scan - Stop Asset Creation on No Connection.
Hello, I attempted to use the network scan today to inventory our Cisco phones based on an IP range and it abruptly stopped on me and crashed my browser. When I logged back in I noticed we were out of licenses and wasn't sure how as we should have 300-500 free licenses after this scan. I saw under unassigned assets that there was double the assets listed under unassigned. When I looked at it I noticed that it created an asset for every IP in the 1024 range I was looking until it maxed licenses.
SMS notifications
Как настроить СМС уведомления клиентам при заведении заявки, уведомление по шаблону, уведомление после закрытия заявки? Работает только для отправки смс уведомления специалистам службы поддержки How to set up SMS notifications to customers when placing an order, notification on a template, notification after the closing of the application? Works only for sending SMS notifications to support specialists
SDP and loadbalance.
Hi, I use a load balancer between my users and the Service Desk Plus Server. With this the IP that appears in the creation of the suport ticket is that of Load Balancer. How can I change the IP of the LB to X-FOWARDED-FOR (Client IP). Thx!
Creating Requests
When our customers contact us, they can leave their name, id, or computer name. Is it possible to enhance ServiceDesk so that calls can be started by typing something other than the Requester's name? The Asset name (which in turn links to a customer's name) would be helpful. Thanks.
Question regarding features
In the pilot version of Service Desk plus we had the following options under the Helpdesk customizer: IMPACT URGENCY PRIORITY PRIORITY MATRIX But under the Standard licence (+Service Catalogue) these have disappeared, except priority. Is this correct? Rgds SimonT
Custom Trigger to remove requester from ticket
When ticket is created from sending an email to SD+ requester is set based on the address. When technicians forward forward request from their own email they become the requester and skew reports. Is it possible to have a script that strips requester from a ticket if it was submitted via email and requester is a technician? Thanks, -Vitaliy
Uninstall a Service Pack
I have installed build 9035 and am experiencing some issues with the build. I'd like to roll-back to the previous version we had installed, build 9033. However when I run the UpdateManager, the "Uninstall" button is never active (i.e., it's "dimmed", and doesn't do anything when clicked), regardless of what Service Pack I select. Is there an alternative method to perform the roll-back? Thanks.
Pass-Through (SSO) config with two DNS site in Active Directory
Hi, I have two DNS site in my active directory and I need to add both of DNS site in Pass-Through configuration. What should I do? Can I put two DNS site and separate it with comma? Thanks
Merge Service catalog and Incident Request
Ciao Right now you can merge only two incident, but not two service catalogs or an incident to a service catalog or viceversa Is it possible to implement this? obviously the old request will be kept as primary so all the SLAs will be referred to that. These are the case that happend to me sometimes users open two service catalogs for the same request or you have an service catalog opened and the user sent an email (at the end is an incident) for the same request. Have the possibility to merge service
Filed & Forms Rules
Hello there, I created a check list like the following example on the Request form called Location. There are 5 different locations. When the user selects the X-1 location from this list, I want the relevant technician to be assigned. I created this area as a ServiceDesk catalog and want to work on these forms. I tried to do it with Field & Forms Rules feature but it did not work. Is there a way? Can you help me. Thanks.
Pass Parameter to Survey E-mail Content
Dear Support, Can we Pass some Parameter which send the Survey email? PFA
https://helpdesk.manageengine.com/
Is the HelpDesk Service in the object still valid? I wonder as I have 3 issues posted, the oldest is aged 3 days and is still unassigned. Grazie Luciano
Schedule Request Status Change
hi i want to receive notification when request status change automatic. it is possible ?
Numbering tickets
Greetings, I need to know how to change the default numbering of tickets. What I have in mind is something like the following: Current situation: Ticket ID = 235 (example) Numbering I want: Ticket ID = 20170307235 (In this example the first 8 digits are the date of the ticket that should be changed per day, and the last 3 digits are the ID of the request within the tool. Thanks for your help.
Gantt view for Requests and changes
I would like to see the same gantt view option that is available for projects, available in request and change management.
Next Page