Query Report
Dear developers. I really appreciate your help with my requests. And I'm very sorry to bother you again. Please help to build report. We need a report with the following parameters. It should contain the number of notes the request ID, group, specialist, the number of reassignments, overdue or not, and the ability to adjust the data LONGSTODATE. Thanks a lot. God bless you.
remove in store asset from not scanned in last x days
It would be nice if the in store assets could not be shown in the "Workstation/Server not scanned in last x days" view. And maybe not even being tried to scan at all.
Pass-through Authentication issue
I'm trying to set up pass-through authentication on our domain. I feel like I'm on the right track, but something isn't right. I have the Computer Account created in AD, using the NewComputerAccount.vbs script. I can see it in the Computers OU. Whenever I visit the site, I get this pop up: This pop up only happens when AD and pass-through are enabled. If I turn them off, it goes directly to the "normal" login screen. Any ideas?
Query Service desk plus
I need a report that allows me to view the filters made by each of the user groups, this through a query. MSSQL, Version 9.3, Build of ServiceDesk Plus 9300
Update from Standard to Professional
I have a ManageEngine ServiceDesk Plus Standard Linux Installation, and have a new license with Professional Edition. If try to add new license it say: Please apply a proper license file. What's correct path to upgrade to Profesional Edition, do I need to reinstall? Regards,
Parent child relationship for request
We needed a report where all linked requests come together . Alternatively an automatic key word based grouping should be available
Report to show First Response Overdue Status
Hi im looking to produce a report that shows First Response Overdue Status, and also who sent the first time response email Thanks Postgres Version : 9.2 Build 923
SLA and Business Rule Request - Email and Escalate to Support Group
We need to the ability to e-mail a support group when a business rule is executed (See Image 1). Use case for this would be that we currently have 32 support groups broken into Tier 1 Support and Tier 2 Corporate Support. In the event of a Priority 1 or 2 ticket we need the ability to immediately notify the Support Group which the ticket is assigned to. Having the ability to send an e-mail to a support group when the business rule is executed would fix this. Having to assign this per technician is
Default selection Solutions in Resolution tab of a request
Hi, Can you please make the default selection configurable in the Settings for the Solution in the Resolution tab of a request? We don't use the solution database (because we have an own solution wiki site) so the default must be the "Resolution" in stead of the "Solutions". See screenshot. Best regards, Mark Flothmann
Unable to sort/filter requests view on Template Name
I was just trying to sort or filter the Requests view by the template name field and it doesn't let me do that. I want to review anything created using the default templates to see if we need new templates created or if the existing ones are not clear. I could make a report for this, but that doesn't let me get straight into the ticket.
Renaming Support Groups
Is there an easy way to rename Support Groups Do I need to select a site and rename it there, or is it good enough to leave it at default. When I choose a site and then look at the list of groups, all the old names appear We need to change from Help Desk to Service Desk. cheers
Survey link not working
Hi, I am encountering an issue with the survey link. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Text out of bounds
Hello I have a particular ticket that has this issue, just this one. In the description field the content is not shown completely in the left margin. Is there any way to fix this issue? My version of ME is 9.0 build 9003 DB is postgres. thanks for your help
How to know who closed the request?
If the request has been assigned to Technician "User 1" and the request was closed Technician "User 2", the notification does not comes. How to know who closed the request?
Sites not importing properly
Hi, We have manually setup all of the sites we have in our organisation based on the AD entry physicaldeliverofficename. When importing using LDAP requesters are added fine but Sites assignment remains blank. Any idea? Regards, Tom
Ability to set Solution TOPICS as published to Requesters
I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network ---- WAN ---- LAN ---- WIFI ---- VPN - PC ---- Desktops ---- Laptops ---- Other - Servers ---- Intel ---- Unix ---- Other - Applications ---- Microsoft ---- Other - Database ---- Oracle
Question about ribbon
Hi guys Im looking to makes changes to the ribbon that sits at the top of each page of the servicedesk tool as I cant seem to find the option in the admin tab. See image
How to add a Resolution?
How to add and
Business Hours email
Is there a way to respond to the requester with a message when they send in an email outside of business hours?
How can I activate custom trigger when an email reply is received?
I have custom triggers than run when a ticket is created, but when someone replies by email I'd like to run another script. I've tried "When a request is edited" and "When a request is created" but neither triggers when a reply email is received and added to the existing ticket. Is this possible?
AD Login Issue
Good day, After enabling AD authentication for ServiceDeskPlus, I get a browser pop up for authentication. Entering AD credentials into this pop up does nothing and you have click cancel to be taken to the SDP login window. Where you can actually login. The URL in the address bar afterwards has the parameter SkipNV2Filter=true, not sure what that means. How can I disable this pop up from appearing?
Forwarding ticket to helpdesk
If a user emails me directly and I forward it to my helpdesk email. How do I NOT have myself made as the requestor?
Trigger a pop up or disclosure when Certain Template is selected
We have a template that is going to be a request to Add a new user, this will be for a very select group of users. I need to have a pop up window or notification pop up when a user clicks to use this template display an important disclaimer message. Is there anyway of doing this that is not too complicated or time consuming?
Solutions associated with call logging
Hi there, I've noticed that when I try to log certain test calls - I get an alert popping up which asks if you would like to view suggestions for this request before submitting (see below screenshot) but there are others that don't give suggestions. I was wondering what triggers this suggestion box and how can I add 'suggestions' for other categories?
Self Service Portal customisation
Hello, is there a possibility of showing an list of all tickets in a specified category on the self-service portal? thanks for your help Frank
Feature request: Slack integration
Feature request: Integration with Slack Is anyone else out there using Slack? We started using it and think it's awesome. We've integrated PagerDuty and Trello which makes it really easy to behave as a one stop shop for notifications and team communication. Here is a list of things that Slack integrates with (link ). We experimented with using PagerDuty to post notifications in our Help Desk channel when new tickets arrive but it wasn't robust enough. Below is an example of what the PagerDuty notifications
Ticket type not recognized command in report. [updated]
Hello, Maybe you can assist in a query, what I need to setup. At the moment we have a script (see below) it's nice as I can see handled tickets. But I'm in a need for more advanced script. The need is ti to have it scheduled every 3h or at least once in a day. And the report should contain something like: As the current query I need to manually change dates to see handled tickets and remove duplicates after exported to excel, and it groups the tickets under technician. Can you help to make it so
prepopulate Technician
Idea would be for an option with incident templates that you could have %technician% as a field and it will take the technician name from the tech assigning the ticket. eg. you apply a incident template and it's automatically put into the technician's name based on who is logged in and modifying the ticket.
Change Management change approval - script
Hi I need a solution to change "ChangeApprover" based on risk. This mean : if Risk=High ChangeApprover = name1 If Risk=Low ChangeApprover=name2 Can anyone help me with this solution Thx for help
Asset Notification Mail
How can i track my assets by send notifications mail when asset state change.
How to remove computers and inventories that have not been scanned in xx days
Is there a way I can easily removed computers and inventories in assets for computers that have not been scanned in xx days? Thank you, Jim R
Time average.
HI Could someone answer my question about how does the time is calculated between open to resolved time excluding vendor and customer times? Thank you Regards !!!!
Certificado SSL
(post in SPANISH - post en ESPAÑOL) Hola a todos. Estoy instalando la versión FREE de ServiceDesk y en el paso a paso, me he topado con una parte de la instalación que no se como resolverla. El punto en cuestion es que ya tengo el servicio corriendo, pero me dice que es un "Sitio No Seguro" Estoy siguiendo el paso a paso que figura aquí, pero no entiendo cual es el certificado que debo instalar https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Desde
http to https redirect not working since upgrading up to servicedesk plus 9300
out redirect froom http to https isn't working anymore since upgrading up to 9300? we have the following setup C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat70.sar/server.xml <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true" compression="off" compressionMinSize="2048"
Oversized text boxes on login screen - SOLVED
EDIT: This situation was solved with UPDATE 9301.
Self Service Portal and Changes
I would like to add the change calendar view to the self service portal so my requesters can see when changes are going to occur. I had saw a thread on this but really do not see any sort of progress or status on it so I am unsure if it is possible. Can this be done? Or can a button in the change process be added to add an announcement for each approved or scheduled change?
Custom field width in Service Catalog
Is there a way to create a field that spans the width of the form (similar to Subject or Description)? Every field that I put into the Service Catalog only spans half the width of the form (1 of the 2 columns)? Thanks, Dave
SDP V. 9241 - Flash Reports Aren't Working
Hello Friends, A technician brought to my attention that the Flash Report module is no longer working. We're using IE11 and have the latest version of Flash installed. Are you guys phasing out the Flash report module? We're using version 9241. Thank you, Ryan
Accessory should have been Software
Hello, I am trying to change a product type from Accessories to Software in Asset Management, but I'm unable to do so. I keep getting an error: Changing the product type from Accessories to Software is not allowed. How can I fix this so that I can enter licensing information?
SharePoint integration
Hello, I'm looking into how we can integrate project and changes into SharePoint 2013. ideally we would like to be able to display the change calendar in SharePoint also Project tasks, gantt charts etc... Is this possible? Cheers Siobhan
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