technician Role
Is it Possible to Create a technician Role & give him/her access to edit Requesters. Thank You
How to delete an attachment in archive requests?
This topic is spamOur security system found a virus in one of our archive request attachment -- how can we delete it? ** I don't know why they flagged this as spam ** RCPSC
Request for detailed Report
Dears, Can you please provide me with query in order to create report in SDP with these fields: 1. List of all Projects, Changes and Tasks (grouped in categories), 2. Status of Project, Change and Tasks (Open, Closed, etc.) 3. Name of technician involved, (User) 4. Total time spent separately for project, change and requests on SDP for each technician. Thanks in advance, Driton S. Bejtullahu
redirect to main site on server
So I want the users to be able to type "helpdesk" into the browser and then have that redirect then to the https:\\helpdesk.company.com. I already have the DNS entry to get to the IP/Server, but what else do I need to do? Thanks
Change default template by e-mail
Is it possible to have a other then the default template if someone send e-mail to the Servicedesk. We have created a new template for the organisation. We use SDP 9302 .
Report for Additional Fields of templates
Hello Can someone tell me if I can get an additional template field in my report ? I have added a field 'Sent to Vendor' which is set by the technician responsible for Vendors. I want a report in which I have the Workstation number and the Send to Vendor field. For Example Workstation Sent to Vendor PC-1921 Premier Systems
Free Webinar on March 14th - How analyzing data patterns can improve IT service delivery
Given that data is an important organizational asset, it is key that users get to access them easily, in order to make important decisions. Analytical tools help in combining data from different sources and analyze them to reveal useful insights. Join our free webinar and know how you can use IT analytics to decipher data patterns, and improve IT service delivery. View more details here Schedule: March 14th Time : 10 am -11 am GMT| 2pm-3pm AEDT | 11am-12pm PDT
Asset Additional Fields - API not updating after the 12th custom field
Hi, I am trying to update some records using the api - I have done it successfully in the past but if I create a custom field from the 13th on, the api says it updated successfully but the record does not show the updated value. If i run the same api call on the 12th additional field or lower, things work as expected. Am I missing something?
Ask The Experts - March 7 - Completed !
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Ask the Experts - 2017
I'm really liking the open forum with the experts and the quick responses. However, organization of the questions is in a top-down format so it's kind of hard to pick up on topics all in 1 thread. Might I suggest next time (and please do have a next time), maybe make a special forum section that we can all use so individual topics can get individual responses and it's a little easier to follow. Maybe make the forum read only except for special times when all the experts are available. Just a thought.
How can I update the department heads automatically?
I have a Department table in a custom application database that is synchronized daily with our HR system. I would like to also synchronize the department head information in Service Desk Plus from this table. Is there some way I can schedule a job top do this daily? We already synchronize daily from our AD for the users. Best Regards Dave
Notify Department Heads when Critical Priority
Hello, Is there a script or method I can do to notify specific department personnel or emails when an Incident Ticket is created that is tagged Critical? Thanks, Dara
How do you hide the login box with SSO?
Our production system is at version 9230 and single signon works great. After I upgraded the development system to version 9.3 build 9301 and 9302. Single signon works, but the logon dialog box is displayed for several seconds while getting connected. I have started to re-enter my credentials a few times then realized that I only need to wait a bit. With SSO enabled, I do not want to see the logon box unless there is a login failure with the logged in user. Dave
ServiceDesk Plus upgrade
Hello, I'm running build 9220 and would like to upgrade to the latest version (9302). Do I have to upgrade first to 9300 and then to 9302, or I can upgrade directly to 9302? Thank you.
***open task by a technician***
Hello, I need a report with all open tasks (not requirements) by a technician. how does it work? many thanks
Asset Scan History Cleanup
Clean up Asset Scan History every 30 days as a best practice.
Requester issue
Hi guyz, As you can see on this screenshot i took. Is there a way of adding a link of the request resolved in order to facilitate the end-user to reply via SDP if maybe the user is not satisfied with resolution instead of replying the email? Find attached the screenshot for more clarifications.
Is it possible to add custom Change Stage(s)?
hi, In our SDP, the Change Stages are fixed (6 stages). Is it possible to add custom Change Stage? (Our potential asked for this request feature). Thanks.
Spot editing not compatible with Field & Form Rules
Hello, In our environment, spot editing a request (i.e. editing the value of a single field by clicking on the field in the request details) does no longer work whenever there are Field & Form Rules configured in the associated request template. Why is that? Best regards, Demetrius
New Fatures in 9300
thank you team for your effort, the new features in 9300 look amazing, i just like to have these two comments: 1- the feature for use to upload his picture, it will be great if it loads automatically from ActiveDirectory while doing the AD Import, specially we setup already the Single Sign On. 2- for the new Dashboard features, can we have some more control over it? for example, the SLA Violation, can i edit it or control it to select for which category and which period, and so on many thanks Mahmoud
Application Layer Started......................................
Hi Team, I recently uninstalled ManageEngine (“ME”) from my server, downloaded the latest copy and installed it. Now when I try and start ME it perpetually shows “Application Layer Started......................................”. I know I should have just upgraded it, but now I need to deal with the situation I’m in... I’ve tried shutting ME down and starting it again, I’ve ended the java and pgsql processes, restarting the server, applying the latest upgrade (which also doesn’t work as it says I
technician notifications since 9301
Hi Guys, Since upgrading to 9301 sometimes when a users responds to a case the assigned technician doesn't get an email alert. Any idea? Thanks
What's different between Worklog and Task in SDP
Hi, What's different between Worklog and Task in SDP? When we should use Task? When we should use Worklog? Thanks
Notification counter doesn't show when I have new request or task
Hi, Notification counter doesn't show when I have new request or task. Like this: Thanks
Unable to email externally from SDP
Hi, To cut a long story short due to a company takeover, all our internal users are getting new email accounts setup by the parent company, however they are keeping their original AD credentials. The new emails are not "Internal" email address as they are hosted on our parent companies Office 365 tennant in a seperate domain. They are all soon going to be using this new email address as their default Send As address so all tickets raised will be from the new address. I am currently trying to get
Configure Auto-Ticket Create on Service Desk Plus
Dear everyone, Did anyone have experience on auto-ticket creating on Service Desk Plus? Could you kindly share me please? I am testing on this product in the present. I am stuck on this setting. Thanks in advance! Best regards, Kimsin
Problemas para configurar el correo de la empresa con el Servicedesk plus
Buenos días , desde Venezuela, estoy utilizando la version gratuita de ServiceDesk PLus, pero tengo un inconveniente encuato la configuracion de la cuenta de correo de la empresa con la el servicedesk, no logro hacer que cuando un usuario cree una incidencia le llegue la notificacion al correo y me llegue la notificacion a mi en el servicedesk. no se si es problema de configuracion o hay que habilitar algun puerto quisiera saber como hago para configurar el oficce 365 al service desk ya que cuando
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? and as a follow up to this, what revision is it? Jeff Day
Remove IPs from scan list?
At one point someone decided to scan a whole range of IPs, most of which are either unused or are devices we don't care to scan. How Can I remove them from the scan list? We would prefer to perform a Windows Domain scan only, not by IP. Thanks, Mike
Close request
good day A requester sends a helpdesk case. It is assigned to a technician. Technician resolves it. An e-mail is sent to the requester with the resolution along with the link to close the case. If Requester is not satisfied, he can reply to the e-mail so that the case is re-opened. (and add cc) However this e-mail is going to contain the link of closing the case. This is allowing the technician to close the case. And the helpdesk case log will show that it was closed by the requester and not the
SMS Dose Not Work
Reports with Division
Hello I need to write a query report for Received and one for completed request for the month and quarter based on our divisions. We have our department field populating department but I want to report on the level below - currently its populating from AD but there is no standard fields available for Division. Can anyone provide me with a sample query report please
SLA Escalation stopped working
Recently upgraded to 9301. And now level 2 escalations don't seem to be working. The only change we made is upgrading to the latest build, all other notifications are working except escalations, escalation 1 to $ticketowner seems to be working. Please help.
How to map CSV data field to sysDescription field
Hi, I have one access point that scanned and filled sysDescription field automatically. Now I have some access point that not support SNMP. I listed these in CSV file, but I don't find sysDescription field on mapping action. What should I do? Thanks
query re: laptop / desktop asset classification
In Assets module, there is CI category "Workstation", which is also split onto "Laptops" and "Desktop" computers. After scanning PCs (using the asset explorer eagent) they are by default classified as "Workstations". Is tehre any automated way of splitting them beetween laptops and desktops, or this needs to be done manually for each PC? /Mar
Unable to view or create any tasks
Since upgrading from 9232 to 9301, I have been unable to do anything related to tasks. The primary task list shows all existing tasks, but attempting to view a task brings up the "Task details fetched successfully" dialog without actually showing the task. In the request tasks section, I am unable to create any tasks, the "New Task" button simply does nothing. This is also true for any place where I should be able to create them. Within the service request designer, the tasks component isn't even
Change Workflow Configuration - Unable to Configure "Reject"
Hello, I'm unable to see the "reject" status under the submission stage while configuring change workflow. This repeats throughout the stages, e.g. while configuring "reject" under planning stage, the reject option is missing from the "Move to stage & status" drop down. Can someone please help me?
Additional Field added to Incident Template
Hi, I would like to have a Field that I added to a new Incident Template pull from the list of Requesters we have in Manage Engine like it does when you choose "Name" in Requester Detail Field. I have created these fields: see picture attached new fields.png I want to use some format like this: see picture attached ME Requester.png Thank you
Installation Problem
when i try to install the manage engine application i got the below error Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ if any one can help regarding this issue
Technician notifications not working - can you disable or modify intelligent notification
Hello after reading the forums and online I think I'm suffering from intelligent notification Here's my problem ( ServiceDesk 9.0 Build 9040) My technicians get notifications sent to them when a ticket is assigned to our group and when a ticket is updated. My end users get a notification sent to them when their ticket is created and when its closed. When the technician does a 'reply' from inside the ticket, the end user gets the reply. However what I'm missing is: My technicians don't get an email
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