Hold Status
dears, please support for : I need to approve hold status before technician select the request to be hold
Project to Request Linkage: 1 to Many
I have a business request to be able to link a request to more than one project. Not sure if this has been requested before but wanted to submit it as an enhancement request
ADD custom Type of purchase
Hi ALL I need ADD several custom "Type of purchase" - how to ?? http://odarchuk.com
Export ServiceDesk Plus data to Excel
Hi, We are using ServiceDesk Plus Build 8205 and want to upgrade it to the latest. As you know the direct upgrade path is not available, Is there any way that we can export the data from current build to excel or any other format and upgrade the current build and import the data. Thank you, Krishna
Problem with opening attachments in the purchase request
Hello,We have a problem with opening attachments in the purchase request. After clicking on the link of any file attachments opens a new page with the message "null". However, the files in the appropriate folder exists. P.S. We use ServiceDesk Plus Enterprise (Multilanguage Edition) 9.2 Build 9241
Approve from mail mod ticket
Hello, I want to approve department incharger the incoming tickets via mail but it is not working below settings. What can I do? Note: once I was able to run but It didn't work again.
Request additional e-mail options for notifications/escalations
I would really appreciate the following variables for notifications/escalations and script actions anywhere the system sends e-mail regarding a ticket: $TicketOwnerManager - Manager of the technician who owns the ticket. This is primarily for escalations but could be useful elsewhere. $TicketGroup - E-mail whatever addresses are specified for the support group the ticket is assigned to. $TicketGroupOwner - E-mail the owner of the group the ticket is assigned to.
Email technician when tickets are overdue
Good day, Is it possible to send automatic notification to the technician when an open ticket is approaching the "DueBy Date" similar to the option for tasks ("E-mail the associated entity owner when a task is not completed within schedule")
Manually run scheduled report
Hi, I'm setting up some scheduled reports and wondered if there was any way to run it manually to test it? I can see various options to schedule it and can change the schedule time? I was wondering if there is a way of manually running it without having to muck about with the schedule run time? Thanks
Reply by email doesn't trigger customized script
Hello Team, I have an issue with a script when a ticket is reopen. We use web service, all requester reply a requester by email. When the requester reply, the status is not “Reopened”, “New TCS” or “New DSIRH”. If I test this script into service desk plus, it works. By email, it doesn’t work. The requester don’t have access to SDP. They only reply by email. Is this issue corrected with new version ? We have 9233 version. Regards Sylvain
Can we configure email to be logged as incident or request
Hi Support, Whenever users in our organization send email to service desk official email. Is there a function for manageengine to auto logged incident or request? Appreciate you could share the configuration steps Regards, Vincent
Purchasing Part Numbers
When setting up the product and vendors, is there a way to tie a product to multiple vendors and have the selected vendor's part number show on the PO? I am noticing that we purchase the same product from multiple vendors (depends on who gives the best price that month) and each vendor has their own part number. I am able to add the part number to the product record but that is going to change depending on who we select as the vendor. The only way I have found that this will work for us is by creating
Assign roles on a per-site basis
We have a need to provide one level of permissions to a technician within one site and a different level of permissions within another site. For instance, in one site the technician needs to view only tasks assigned to them and in the other site needs to be able to view and edit everything. At the present time User roles cannot be defined on a per-site basis.
Replies to newly open requests are locked by default
Is this typical? Process flow is as follows: Requester opens request Technician receives an email that a request has been assigned to his support group Technician responds to email believing that the requester will see the reply, but the reply in the request is locked. How do we stop this from happening? We want any reply to be unlocked:
Feature Request: Hide Task Types in Gantt Chart
Would like to have the ability to show/hide the task type legend while viewing a project gantt chart. As our task type list grows, the view is becoming cluttered. SD 9217 Enterprise MS SQL ------------------------- Canada
application is runing too slow
I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
How do I increase Incident - Additional Fields
Hi Support, As per the subject as above how do I expand the Incident - additional fields My numbers are at 17 out of 24 Regards, Vincent
Asset Management and AWS instances.
We are starting to use AWS for some of our applications or as replacement for physical servers. We are wondering how others are managing the assets when they are AWS instances. Are you handling them like VMWare/ESX Virtual Machines or as just physical servers or leaving them as "workstation". There really is no clear option on this. As there is no VM HOST that we know of hosting our AWS Instances, just a REGION. So marking them as Virtual Machines is not quite right, but they are also not physical
How to reset Request ID for Service Desk using Postgresql
Hi Support, I'm currently evaluating ServicedeskPlus 9.2. I am actually new with postgresql. Here's my question. How to reset Request ID, for example: I want the Request ID to start from 2017000001, instead of starting to 1. Kindly give me a detailed procedure on doing it. Thank you very much in advance! OB
Template Categories
Hello everyone, I just start to use ServiceDeskPlus and its a really nice tool for IT Services. The problems is that it has a lot of things to configure. I´m having a bit of problems to add a new templates categories because i added new templates but when i sign in with a requester user i cant see the new templates categories. Do someone which can be the problem? thanks very much regards. PD: i dont know if its the correct place to write it (sorry about my english )
Question on archiving
We are considering turning on Archiving A few questions: 1) The Report module doesn't seem to have any built in reports for searching / reporting against the archive- is the only method through the Request GUI? 2) Are any fields or functions deprecated when its moved to the archive? Or is it an exact copy of the production version? In other words are links to file attachments, conversations, notes, etc all preserved?
don’t change a field during Asset Scan
Hi Dear, I have a problem with asset management, I scan my workstation by agent , after scan I change the PN field as the value that I want , Then after a new scan the PN field was replaced by asset management agent, I don’t want to change this field during scan How I can do it?
Intergration with Open Service Catalog Manager
Hi, Do you have integration SDP with Open Service Catalog Manager?
SLA Breach calculation
Dear All, Greetings! Can anyone help me with my below query on SLA breach. I just want a query to find out the amount of time a ticket has remained "open" after it has breached the SLA. The report should exclude the time the ticket has been under "onhold" status even after breach. Regards, Rama.
Problem Load Cleint Web Portal
hi My version is last 9.3 Build 9301 Afther update java to jre1.8.0_12164 Portal No header menu
Android App login through AD authentication
Hi Team, I had just downloaded the SDP app from Google play store & configure the same with my working setup. I have the latest version of SDP with latest build as 9300 updated few days back. Now I am able to login in App through built-in administrator account but not able to login through AD account. It says AD authentication will work with build 9300 & above but I have already updated my server. Can u help in this regard that why I am not able to login through AD authrntication?? Regards Prashant
Report File (.XLS) Corrupted
Refer this link that i was post before https://forums.manageengine.com/topic/report-file-xls-corrupted#49000008308667 Why i cannot open report .xls file after i download it, and it said "excel found unreadable content....". Before it was okay.
Share Dashboard
In the new version is the option to share the desktop with users. But it seems only to share with technicians and not with requesters. Do I mis something?
Master Child Ticket Function
Hi Support, Is there any Master and Child incident function in Manage Engine. Example I've have one master incident for an Incident I want to close those child incident upon the master incident Regards, Vincent
cannot install manage engine service desk
how to install manage engine service desk on Centos7?
Service Desk installation over VMware 6.0 instance
Hi I wonder if someone can confirm if we can install ServiceDesk plus Enterprise in a Vmware 6.0 enviroment? If so , I wonder if there is some sort of document with the information about the procedures to perform this installation Thanks in advance
How to start/stop the SDP server
Before any upgrade it is recommended to make a backup. To do this, we have to stop the SDP server. Yes, I can stop the ManageEngine ServiceDesk Plus Service under Services, but in the Admin Guide, you can read: Shutdown ServiceDesk Plus on Windows Click Start -> Programs -> ManageEngine ServiceDesk Plus -> Shutdown ServiceDesk. A confirmation message is displayed. Click OK to proceed with the shutdown. Alternatively, right-click on the system tray icon and select Shut down Server. A confirmation
Sort the Available Technicians list when creating new Support Group
I was setting up a new support group yesterday and realized that the Available Technicians list does not appear to be sorted in any way. It would be nice to have this list sorted alphabetically.
Report by Technician
Report by Technician contains worklog informations about tickets (directly associated to a ticket). How can I extract worklog informtation created without tickets (i.e. task work logs)? Thanks
Service catalog and incident interface
It will be great if the incident request mode will be categorized like the service catalog. So the users, when they login on the SD, could have a separate view for what are the requests to use for a service request or for an incident. Right now under the template categories page I have all my service catalog and an "others" section with all the incident model: - Email - sub category 1 - sub category 2 - Internet access - sub category 1 - sub category 2 - Others - incident
Resolution email
Hi, I might be being blind but i cannot find how to change the default resolution emal template. I'm sure it used to include the resolution details but now it just shows the Ticket description and the subject is changed to "Resolved" there isn't even a link to the ticket so the end user can click on it. I've been through all the admin menus but cant find one to change this, Anyone able to help?
Report
hi all, i have this report, this report show me all incidents avg. but i want I priority avg, II priority avg and etc. it is possible? please help me thank you SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", TO_CHAR(((avg(wos.assignedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Assigned Time", TO_CHAR(((avg(wo.resolvedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Resolvedtime Time", TO_CHAR(((avg(wo.RESPONDEDTIME)-avg(wo.createdtime))/1000
Manage Engine Service Desk Plus 9035 VS 9300
Hi Support, Appreciate you could list down the extra function between version 9035 VS 9300. Regards, Vincent
Manage Engine Service Desk Plus 9035 upgrade
Hi Support, I am planning to upgrade my Manage Engine to 9300. Appreciate you could list down the steps to assist me. Regards, Vincent
Scheduled reports
Is there a way to view other technician's scheduled reports? I have quite a few scheduled reports that have been created with my account, however if an alteration needs to be made to these reports and I'm not in the office then they can't be accessed by any other technician. Is this possible? Thanks
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