Un-merge requests?
Is the ability to un-merge requests in the road-map for future releases? I know that you can split requests via the conversations, but it would be nice to keep the original ticket ID. Thanks!
Service Request Resource Info Section
Within Service Request Resource Info Section we have a number of selection criteria that depending on response will determine action to be taken with the request (especially for New or Exit User). Would like ability to mark these items as Mandatory (either by Technician or User - just like on an Incident Request). It would also be very helpful if we could spawn tasks based on reponses to items in the Resource Info Section based on a specific response. Anyone else interested in this functionality
Windows Asset Scan Failure via ManageEngine Agent
On some of my workstations/services, the agent based scan is failing. I have tried turning the Windows FW off on those clients and re-running the scan with no luck. I have other workstations that scan just fine. It says below it failed to authenticate but the ManageEngine agent account is a domain admin. Here are the errors I am receiving in the client agent logs: [02/17/17][11:17:38][AEAgent.cpp][60][INFO][25280] ::**************** AEAgent (1.0.12)Started. **************** [02/17/17][11:17:38][AEAgent.cpp][614][INFO][24760]
Communication Lacking on Request #8020222
Could someone from the ServiceDesk Plus support team please respond to the request number listed in he subject line? Not only did I submit this request on 2/13, but sent a follow up to that request on 2/15 and have not receive an acknowledgment or follow up to the request. I have again attached the log file per your instructions. The issue reported is causing challenges in patching systems, and I would like to this resolved soon!
Adding technicians and requester photos
Hi, with the new realease of ServiceDesk you can now add your photo to the personal profile. But this photos will be shared between technicians and requesters???
Request Closing rules not working
We have a template with an additional field that we would like to make sure is filled out when the template is resolved. We have check marked the filed in question, on the closing rules. But when we resolve the ticket with that field left blank, it does not give us an error and changes the status to resolved.
A new scanned workstation and server
I want to create a report that extracts only newly discovered devices by scanning.
What characters will be accepted when calling the API?
Can you tell me which characters are legal for the API to accept text input? Thank you.
ManageEngine Active Directory Seminars - Coming to the UK in February & March (Edinburgh & London)
Just a quick heads up to all the UK based users of ManageEngine Tools. ManageEngine have 2 Active Directory focussed Seminars scheduled to take place in Edinburgh & London (27th February & 2nd March) These seminars will be an opportunity to... Learn about the next-gen AD management trends and techniques Know how to configure and monitor the critical security setting of your AD environment Know about constructing email alerts, to be notified about changes to key security settings Consult with
NTLM Error - Adding Email Signature
Hi, I have two technicians who are unable to add their email signatures to SDP. They add the signature and receive an NTLM error. Anyone else experiencing this? We've tried Firefox, Chrome and IE. The same issue occurs. Thanks Terry
SDP Chat Functionality
Anyone got any live chat software being used that interacts with SDP to create tickets? Thoughts and product suggestions welcome?
Modify Report for Application Requests
I have this MSSQL query that allows me to report on selected resources in our Service Catalog. It works well, however I am having a hard time trying to include the ticket resolved status and limit the results to tickets created last year. I added std.statusname into the query, however when I do that, I can't figure out how to bound it. Any help you could provide would be greatly appreciated. Dave B SELECT WO_Resources.WOID "RequestID",wo.TITLE "Subject",aau.FIRST_NAME "Requester",ti.FIRST_NAME
Secure place for login & p/w
Hi, Looking for suggestions on a secure spot (limiting to only the mangaer and two technicians) where we can enter the login ID and p/w issued to users for phones or applications. How is everyone recording these yet limiting access? Tried using Notes (which makes it secure from the user viewpoint, but, we have various techs who could access the template for a new user and work on various tasks but don't want them to have visibility to the passwords. Anyone else have a need for this within the
Field Form Rule Date Time Calculation
I need need two examples of date/time math with field form rules scripting add two days to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules add 8 hours to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules
How to let users see Projects with no details?
Hi, I would like to let users to have a look at one project without letting them go deeply into it, I wolud like to hide to them single tasks of the project. Unfortunately, every Project Role needs that Tasks accel level is activated, because it seems it's mandatory. Any idea about it? We are on ver. 9.2 Build 9232 Thanks ale
Cannot edit Support Groups (Sorry, an error ocurred)
I cant edit support groups, and as a result of whatever caused this some technicians cant create service calls assigned to these groups.
Upload Business Rules via CSV?
One of the support teams for our office has so many business rules created for auto-assigning work (and CC'ing a secondary person) that using the interface to reconfigure them when their team assignment workflow changes is incredibly time-consuming and they are adament ServiceDesk can't meet their needs because of it. They first update the Excel spreadsheet of their auto-assignment criteria and then need an SDadmin to implement it in ServiceDesk Plus. They are asking for custom development/query/API help
Self-Support Widgets
What can i actually do with the new feature of adding widgets? I tried to add a URL to a service we provide and nothing shows... Please advise
Additional Fields in Templates
Can I add an additional field in a template through the database ? I am the administrator but I am not able to view all of the templates. I know this is a bug and therefore I require a work around. If I could do it directly through the database ...?
Multilanguage in notifications
We have different locations around the world. Is there a way to set different languages for the notifications of the service desk? I.E.: Germany needs to be informed in the german language Italy, China and USA needs to be informed in english language
LDAP AD sync and fields
Hi there, we have setup the call logging system using LDAP but we have a couple of fields missing from the user details. It has not populated the Site details and would like this to work. What we need is it to pull down the City details from an AD user account and then populate within the Call logging system, this would be populated under site ideally. Hope this makes sense. Thanks
Response Time
Hello, In regards to SLA's and the response time. Can you tell me how this works. Scenario: We have a SLA set up for a priority 2. We must respond within 2 hours and resolve within 2 days. A job is sent in that's a priority 2, a technician picks it up. What action is required for the SLA to not be breached within 2 hours. Does the tech have to reply to the ticket? Add a note? whats considered "responding" thank you
New incident templates
Hi there, Recently I was told how to add the 'Incident' tab into the SD Portal by doing the following: 1. Log in as an administrator 2. Go to the Admin tab ->General-> Self service portal settings 3. Look for the option "Combine incident and service templates listing for the service" under general settings Combine incident and service templates listing for the service Yes No 4. Select it as "No". 5. Save the settings. But there is a slight problem - when I am logged in as Admin I can see a whole
Closing Problems
Is it possible to copy a WorkLog on all incidents associated with a problem? I need to be able to do this, since I have configured that to close an incident, obligatorily, there has to be a WorkLog Thank you!
technical home is customizable
You can customize the Home of the technicians? Why I would like to modify the section "My activities" with "my activities" and "Activities of the group", do you think it is possible to make such a change? Thanks so much
Scan Agent when Lock and unlock Systems
Hi Dears I set servicedesk plus script for scan changes of systems when system locked in or loge in,(because of security reasons. i would know witch user is using system when somethings happend) but when i lock and unlock immediatly system for times, just one time this script would run.is this script has time out?if yes how i can disable this time out? i need to run this script every time that system is locked in or loged in. im using servicedesk plus version 9.1.MSSQL so thanx
Error occured while importing project
We've tried to import projects via the "Import MS Project" button from the "Projects" tab and receive the following error: We tried importing our own projects and as you can see in the above, the sample project provided with Service Desk Plus as well with no success. MSSQL Build 9232
report elapsed time
how to create a report on unassigned requests for more than 20 minutes?
ServiceDesk Plus License
I have 5 free technicians license and I bought 5 additional technicians, totally I have 10 technicians (already used 9 techs), when I renew the license in the second year, I got only 5 technicians (9 used). How about 4 other techs, it's can still login as tech or not?
Adding menus to SD+
Hi there, I am reading through the Admin Guide for SD+ but I'm still not clear how to add additional drop-down menus as it is not very clearly specified in the guide. Basically, in our current setup (which we are developing), we only have the one drop-down menu yet the admin guide shows multiple menus with additional options. Is there an up-to-date user guide that describes how to add these (see below screenshots)
Solutions in Self-Service Portal
Hi all, In the Solutions section of the Self-Service Portal there is a 'Topics' tree down the left hand side and there is also a series of headings in the right-hand pane (see below screenshots). I don't want these to be visible to end-users as it is not necessary for them to see these. I just want a simple layout that shows a search box and the solutions listed underneath. How do I remove/hide these features?
project notification
hello, i add new taks in projects. task owner is technican but he doesnt receive any notification on meil from service desk. how turn it on ?
Change $TicketOwner variable? Priority 1 workflow issues.
I'd like to know if it's possible to change the $TicketOwner variable in SLA's to be something like $SupportGroup. I know this is not possible through standard configurations but would like to know if we can change a config file on the back end of the application to achieve this. The problem we currently have with notifications is our Priority field is hidden from the request and they submit a ticket i.e. "E-mail having issues". The support groups would receive the notification seeing e-mail is having
Edit Task via REST API
Hello- I need to edit an existing task via the REST API. Is there an online reference to the SDP REST API Version 2? Or, can you provide feedback on the snippet below? Public Sub test_edit_task() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://localhost:8080/sdpapiv2/tasks/25051?TECHNICIAN_KEY=A3514EB6-0B6A-463E-A145-7609FECF5EDC" body = "INPUT_DATA=" & "{""task"":{""title"":""Sample
Project Report Request
I need a report that displays the following and I don't see the italics item below as a field option in the Wizard MSSQL / SD 9.1 9103 Project ID Project Title Project Type Site Owner Members List (From Members Tab)- Need to show who is involved on the report Priority Status Created Date Schedule Start Schedule End Actual Start Actual End
Preventive Maintenance Scheduling
Hi, Is there any way to schedule a task\check to be created every Monday of a month ? we can do the first day of the month but we have a process that needs to run every 1st Monday...... Any ideas without creating these all in advance as one offs ? Regards Andrew
Cannot create new Incidents after upgrade to 9.3 version
Hi There I have upgraded to the latest version (9.3) and now, every time when i want to create an incident manually the page is not loading. I have tried different browser/OS still same thing. I have upgraded this on our test environment and that issue is not there.
not able to change serverity of ticket
Hi, I am not able to change the severity of ticket assigned to a user in group same as of mine. We are 5 users in the same group.
Business Rules Not Executing
I am attempting to use business rules to assign newly created requests to specific technicians based on site and category. None of the new requests are being assigned to any technicians. All requesters are assigned a site and department. Category is a required field in the default incident template. The only incident template is the default incident template. There are four sites. Every site has only one business rule. All four business rules have "Execute when a request is Created, Any Time"
Reporting
Hi, Is there any way to get a report of all the categories, sub categories and items ? A
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