Cleanup of Old Data
Hi, Is there any way within the system or via SQL to remove old items ? As time progresses we are gradually building up unwanted field, Resource Info questions etc. Most of which don't have any use or have never been used. Any ideas as at this rate we'll have hundred of void ones............. Andrew
Service Catalog - Execute Script Rule
Hello! Is there a way to create a new request separate from a service catalog request? I would like to be able to create a rule whenever a service catalog is opened that automatically creates a separate helpdesk ticket. Anyone know how to do that? Or maybe code that creates a ticket? Thank you!
Associate CI to request service or incident
Hi, It's very essential that associate CI to request service or incident. Thanks
Template based on email submission
Is there a way for an email submission to auto create a ticket using a specific template? ie, user submits an email to TEMPLATEHELPDESK@COMPANYNAME.COM, that ticket would create using a specific template designed for those types of tickets? Thanks,
SDP Request page query
Hi All, Is it possible to allow the 'incident - additional fields' that I have created to be updated on the request tab main page like you can do with the 'Assigned To' & 'Group' categories instead of going in to each request to change it? Thanks James
free license for ManageEngine ServiceDesk
Hi! I NEED new free license for ManageEngine ServiceDesk. Error in attach. What I need do?
Dashboard filters only work for SDAdmin in 9.3 upgrade
One of the features that we are wanting to use is the dashboard customization, so that each support group can view the dashboard for their area. Upon testing, I am able to set the support group filter to any of the support groups, but other users cannot. When they set the filter and hit apply, the dashboard still shows everyone even though the filter shows the one support group. The only difference I can see is that I have SDAdmin, and the others are custom roles. I did try to create a new role
Technician Details along with associated group
Hi Team, Is there any query which gives the technician details along with Group & associated SITE.
Report Request - Expired yet active workstations
MS SQL Build 9236 Looking for a report that lists all workstations that are active/in use but have an expiration date. I saw something similar in the canned reports, but the numbers don't match to what I get when I filter from the front end. Name Product CI Type Expiry Date Asset State Department Acquisition Date Thanks David
Component shows in asset list
I'm using SDP to track my purchases. I've defined things like HDD, vide cards, monitors as components. However, after I recieve a PO and assign one ogf those to an actual computer, those components still 1) show up in the "in use" asset list and 2) use one of my allowed assset from my license. How can I make components not show as an asset?
sending email from the servicedesk
when i send a notification for approval through the helpdesk, to the approver , the sender name would show as IT HELPDESK. but if i go to the request itself, and see all conversations, it shows the technician name, that is my name who send the request for approval. is it possible to set the settings as when me as technician sent a request for approval, the approver has to get in his inbox, my name as the sender and not the IT HELPDESK?
Auto Close Rejected Approvals
Hi Is there a way to auto close requests if the approval status is declined, we have a lot of requests that go out to managers for approval and some come back declined and then sit in the service desk doing nothing until someone manually closes it. Regards Adam
iPhone App
We're switching to iPhone 4 as our corporate phones and an iPhone app that would allow us to view and close tickets on the go, and to allow staff to log jobs from their phone would be awesome.
Multiple Check Box in Incident Template
Hi Support, I'm trying to create employee join/move/leave form into incident template. I would prefer to use multiple check box example Hardware request Deskphone Mobilephone Desktop Laptop I've notice in service catalog there an option to use radio button does this exit in incident template? Appreciate you could advise accordingly. Regards, Vincent
Move ServiceDesk application to a new server...but not the database which is on a separate server?
Hi, I am using the latest version of ServiceDesk plus (9301) on premises. I have the application installed on a windows application server and the SQL Server database installed on a separate database server. I now need to move just the application part to a new server...but do not need to move the database. Is there an easy way to do this...I have looked online and most of the guides talk about doing a complete move i.e. including the database. Should I just follow these...or is there a special way
Cursor position in reply mails
When a requestor responds to a request, the cursor is at the end of the text defined in the template. Is it possible to position the cursor automatically at the beginning?
Report on the manual extension of Due Dates
I need a time bound report for those incidents and service requests, whose due dates were manually changed and by who
Report time spent by a member of a project
Good afternoon I need your help please. I need to generate a report indicating that this project involved a member of a project and how much time is spent. Also generate a comparative report on the planned and actual project progress, tasks and milestones. Thanks
How do I group incident template?
Hi Support, How do I group incident template? I'm running on version 9049. If I may require for upgrade which version? Regards, Vincent
How to import IP Phone from CSV with Phone DN field
Hi, I wanna to import IP phone from CSV, but when I map field, I don't find "phone DN" field for map to CSV column. What Should I do? I think it's very important for IP Phone? Thanks
Request/Incident -> Change Workflow
I am trying to figure out how we can make Change templates available to our requesters although they are not directly available. Is there a mechanism that will take a requester's Request or Incident and automatically open a Change? Thanks, Andrew
Virtualizing the ServiceDesk Plus Server
Hello, I am looking to virtualize my ServiceDesk Plus server. I am running ServiceDesk Plus 7.6.0 build 7611, and would like to set it up on Server 2008 R2 (64-bit) in VMWare ESX 4.1. Is anybody out there virtualizing their ServiceDesk server on the platforms mentioned above (or previous versions for that matter) and having any issues (please also comment if you're not having issues)? Anybody with ManageEngine know of any issues doing this? I would like to know if you are virtualizing ServiceDesk
Approval Template Preview when receiving a Request for approval
Hi, When a Service Request is sent for approval the approver receives an e-mail notification with the relevant link. The link displays the following page as captured below. Is there a way to display the Subject of the Request too and not only the description? BR, Mary P.
Technician updates to be included in Email notification
Hi Support, Appreciate you could advise if I can include the add notes by technician into email notification for customer as an update? Regards, Vincent
Where is save credential username or password
Hi, I need to some info for security team. I would like to know where to store credential username or password. I see database credential table but both of fields(username & password) were null. I wanna to know how to store security credential data mechanism. Thanks
Snmp certificate scan type is wrong
use Servicedesk Plus ver 9.2 testing In the asset management module, use the snmp credentials to scan the Linux system, All types are NTP, can not display the details Whether there is a solution?
User Satisfaction Survey
Can Manage Engine send a User Satisfaction Survey to many users instead of sending one survey after they closed an issue? It'll be great if they can send a survey like what Survey Monkey or another surveyors did. I really appreciate anyone who can help me to solve this. This will helps me a lot. Thank you.
Can not delete credential
Can't delete credential. Failure : Could not delete the credential(s) as it is used by Network(s)/Asset(s). How can I find, what network asset used by that credential?
Unable to disable schedule backup
Hi Support, I'm unable to disable schedule backup in administrator login This is my test machine which have 30 days free trail I do not wish to perform backup on my test system Regards, Vincent
Can the SLA calculation to be included into email notification
Hi Support, I want to enhance the customer experience by including SLA calculation into email notification. Is that possible? Regards, Vincent
Service Catalog VS Incident Template
Hi Support, Appreciate your assistance. I've notice the service catalog doesn't have the same SLA with incident template. How do I configure my current SLA calculation into service catalog. Thank You Regards, Vincent
Planned Reports by different Technicians cannot be seen by other Technicians
Hello Support-Team, we have the Problem that we have made many planned Reports by different Technicians. Now we cannot see the Reports that other Technicians made, which is not very good for changing the report-plans. We need to see all planned reports,regardless who made them. Regards Jason Kehl
custom report to dashboard
There is unavailable to add custom report to new dashboard (from 9300). When i click in custom report "add to dashboard" there is three tabs (help desk, problem&changes, assets), while there is some others created dashboards.
Unable to see ANY custom view
Has anyone encountered this? One of our IT managers is unable to see any custom views. As in, the pull down menu is empty. She is able to create a custom view, but nothing shows up in the menu. I recently changed her from Requester to Technician thinking that might help and it didn't. Comparing her to another technician who does have a working custom view, I can't see any setting that seems to be related. Thank you, Sang Park
Webinar: Drive Successful IT Changes using Servicedesk Plus.
Hello ! Looks like the year has taken off to a great start, what with all the action we had in January. This month, we are back, rejuvenated and revamped with a brand new module to discuss, namely change management! Change is inevitable, more so in IT. Efficiency in transition of change is vital in IT, inherently this is where change management comes into play. Mark the date for 21st February, 2017 wherein you'll be spending 45 minutes of action packed, fun learning time, getting acquainted with
Blank comment/history pages for project milestone records
Is it normal that only the project creator can see the comments and history pages of the project milestone within the project. Other roles assigned to the project cannot see or make comments and history pages is blank also?
Pb in Servicedesk with ms sql database . Email with attachment stops the email service .
We are using Ms Sql 2012 ,Email O365 ,Servicedesk version 9226
Last login time query report
I am looking for a query to show the last login time of technicians of specific support group. Right now I have this query but it shows all technicians, I would like to limit the results to a specific support group: select aal.NAME "Logged User" , MAX(aas.USER_HOST) "IP Address",LONGTODATE(MAX(aas.OPENTIME)) "Last Login time",MAX(au.First_Name) "Technician" from AaaAccSession aas LEFT JOIN AaaAccount aacc on aacc.ACCOUNT_ID=aas.ACCOUNT_ID LEFT JOIN AaaLogin aal on aal.LOGIN_ID=aacc.LOGIN_ID LEFT
Description from Request in task
We have an on-boarding off-boarding process where we are using task to assign responsibility to different agents. When we open the request we have predefined task that are assigned to the agents responsible for completing different portions of the process. The main request has details in the description that the agents in the task need, to complete their part. I am looking for a way or a feature request to have the description from the main request flow into the task so the agent assigned the task
Setup URL Link directly open up SD inventory search based on Username
Hi We are trying to setup our internal web staff page where individual user has unique URL link as per their UserName allowing us to click open SD web portal showing user assigned workstation(s) http://sd.companyname.com/SearchN.do?searchText=UserName Example http://sd.companyname.com/SearchN.do?searchText=KaneY However we didn't get URL to work properly. Please advise. Thanks Kane Yeo
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