Grouping workstations
Hi, So i am in the proces of discovering all our systems, i would like to put them in a group like i can in our active directory. Is there any possibility to do this? Thanks in advance!
Staging Server
Hello, I'd like to create a staging instance for changes I'd like to make to our production Service Desk. Am I able to use the same license file for this instance or would I be better of using an evaluation license? Regards, -Jon
How to transfer custom field values when converting an incident to a service request
Hello, We would like to transfer custom field values when converting an incident to a service request. For example the value of WorkOrder_Fields.UDF_CHAR14 should be transferred to ServiceReq_6001.UDF_CHAR7 during conversion. How can this be achieved? Best regards, Demetrius
We need a way to strip non-requests from the email
Folks, I have this problem in that our employees love to include our service desk in a large email chain that becomes a conversation. We've attempted to convince them not to include anyone but the service desk on an email to the service desk, to no avail. In addition, when we get this long chain and people start replying and forwarding, it becomes impossible to manage. I've previously requested more control over the inbound email. We know we can use the spam filter, but we want to alert the users
Rendering Exception error
Hi, I have a new employee template setup in the Request Catalog with several resource boxes and field & form rules. Amongst other requirements, the hiring manager must fill in the full name and start-date of the new employee. To ease the overview for the Servicedesk technicians, I created a field & form rule that disabled the subject, and created a script that automatically updated the subject with the name and start-date of the new employee. If I create the request as a technician it works as intended.
business Rules doesnt send emeils
hi i creat bussines rules, but i dont receive any notification. i write that when the requester is "user 1" change priority as " 1 priority " than i checked email under notifications an then i write my name. see pictures. best regards, thank you.
Ability to add notes in multiple jobs at once
Would be great to have the ability to add notes in multiple jobs at once
Change notifications
Is there anyway to limit the number of notifications sent. Example John X is a Team Leader, Reviewer and is also a Change Approver. When a change is Approved for Production, a notification goes out to ChangeManager, ChangeOwner, ChangeRequester, CAB, Line Manager, Implementer. This means John X will receive multiple of the same email notifications. Can this be refined in any way?
Can't find ChangeID as an Attribute of Change in REST API, can you add it in the next version??
Hi all, I can't find ChangeID in Change's API. How can I get it using scripts?? Urgent, thanks for anyone provides useful information. Benny
Integrate SDP with ADMP - Reset AD Passwords, no domain...
Hi, I have enabled tight integration from ADMP and entered the server details in SDP under ME Integrations. Both test successfully from their setup screens. I also selected a template for AD password reset. I can now see the Action menu item to reset the account, when I am in a request of the selected template. When I select the Actions menu item, the window appears asking for a domain selection and a user. When I click the drop-down for the domain, our domain does not appear. Can anyone please
Restriction on support groups a ticket can be assigned to
Hi, Is there any way to have technicians restricted on the way they can change the group assigned to a ticket? For instance, I have a ticket created with template X when the To email address is X@domain.com I have support groups A, B, X and Y. The template assigns the ticket to group X. I have configured the template's rules to remove groups A,B so the ticket can only be assigned to group Y. So far so good. The problem is that, as far as I have been able to realize, this only works when the ticket
Requester allowed to view&Organizational Roles
Hello , I want our users to be able to see their own departmental demands while they can see the same departmental demands in other areas. In the second example, I gave the same department role to the different division from the Organizational Roles field. In this way, I can make it possible for users to see the same department requests in different regions. I'll be happy if you can help me. NOTE: In addition, the "Requester allowed to view" feature has been associated with "Organizational roles"?
Required Field
I never noticed this until I was asked if I could make the Site field a required. There is no option to do so. Would that be correct? All other fields has that option.
Cloning tasks
For larger projects and in some requests, it would be nice to have the option to clone tasks to assign to different technicians.
Email address in cc field
Hi, I have ManageEngine Service Desk Plus 8110 connected to the mailbox (exchange 2010) ticket@mydomain.com and it works perfectly. All users write their requests for assistance via email at helpdesk@mydomain.com. Helpdesk@mydomain.com redirects all mail to ticket@mydomain.com. When I reply to the ticket I find always address helpdesk@mydomain.com in CC and I have to delete it manually. (wrong) If users would write directly to ticket@mydomain.com when I answer the ticket can not find the address
Automating Problem Creation
Is there an easy way to automatically create a problem if an incident is reported as a specific impact or urgency level? I imagine this can be done with triggers, however, I am not a developer and I don't want to pull them away from their current responsibilities.
Task search & filters
Hello, We started to use tasks submodule and it's not a good at all that search scope doesn't include tasks. Please look at this moment at feature. Besides that, additional customizable filters for tasks (as for requests) will be very useful for technicians. Thanks.
Edit pick list for service catalog additional fields
Is there no way to modify the pick list text in Service Catalog - Additional Fields?
Script to disable or change password on all requesters
I need a script to disable or change password on all requesters in our helpdesk, we are currently running ManageEngine SeviceDesk Plus 9.2 Build 9240. The point of this is to disable the login for all existing requesters, resetting each requesters password manually through the web interface is no option. Adding a feature to disable multiple requesters through the web interface would be a huge plus for us and others. -Fredrik
API features for acces to old request in a combined request?
Dear sir, We need to access to some request by API, when a request are combined, the old one that has been combined to a new one is not accesible from the api by the old request id. SDP instead can acces by the two request id, but the api not... Thks for your help mbb
ServiceDesk Plus API - Filtering Requests
This question has been posing a few issues recently but a number of clients have been attempting to return a list of requests via the API by a specific value on the Request such as Group. As with a lot of these things its pretty simple but not immediately obvious if you don't know where to look for the information. First off you might want to download our API white paper which sets the groundwork for using the API interface in ServiceDesk Plus: http://www.set3.co.uk/manageengine/white-papers/ If
Not able to Associate approvers to departments
Dears, I'm not able to add any user as department incharge or approver. Kind regards, JS
Customizing ZE Editor
Hi, How can I change default font from Verdana to Arial in ZE editor ? How can I add buttons like "Insert HTML", "Insert Code", "Edit HTML" in ZE editor ?
[Closed]License Expiration
Hello, We are using ServiceDesk Plus edition (9.2 Build 9203) since last year. It's running with free license of 100 technicians, and we would like to continue the free SDP with same features. I am started getting the banner notification stating the license is about to expire in 36 days. If I click on the renew button, it takes me to Zoho website, which says I don't have any product under my login, although the license was sent to my email ID last year. Please let me know, how to generate the free
Purchase Request bug
Hello, I noticed an error from version 9234, maybe this error is older. When I created a purchase request and in the Product Name exists simbol "+", "&", to create PO occurs error( screenshot "1.JPG", "1.1.JPG"), maybe there are other symbols that can generate error. Since the occurrence of this error starts problems, I can't view the products in the Purchase Order. If I delete this symbols from Product Name are cases not see all the products in the list of Purchase Order. Another bug When I create
how to prevent techicians from assigning tickets to techs that are on pto or leave?
Your Leave scheduling works if tech creates a NEW ticket and assigns to tech on pto, and then it auto in-assign. However, if tech assigns existing tickets to techs on pto, it goes thru.. How to prevent techs from assigning existing tickets to techs on leave status?
How to automatically add workstation entry in Workstation_Fields table?
So when a new workstation is added to SDP it is given a unique WORKSTATIONID and entry in the SystemInfo table but it does not create an entry in the Workstation_Fields table until you edit the asset in the GUI and make a change/addition to a custom field. This is causing a problem with automation we wrote that updates UDF_CHAR columns in Workstation_Fields if it doesn't exist. Our automation updates Workstation_Fields based on an SQL update statement that joins SystemInfo to Workstation_Fields
Put a border around images pasted into solutions, replies, descriptions
Often users and techs will take screenshots and paste them directly into SDP, great feature for all parties! Usually though, the screenshot will contain a lot of whitespace, and often out of context text and images. Especially in solutions this makes the image look 'out of place' and the flow of instructions is broken and hard to read. In the case of numbered lists, pasting images in with whitespace, it's not clear where the text instructions end and the screenshot begins. A simple fix for this would
How to turn off Product Update Notification
We have recently updated our Service Desk and now have an icon with "System Updates Available" and a Red badge indicating one update is available. However when clicking on it, we get a pop-up saying to check internet connectivity. By default we block internet access to services, but is there an easy way to just disable or hide this feature?
Purchase Order Default Value s - Edits
Can the default fields associated to a Purchase Request be edited? I'd like to remove some of the, "Default" values from the "Purchase Request" form, because they don't fit our internal strategy for Procurement & Purchasing.
Purchase/Contract Management - Cost Center
Can a ServiceDesk "Technician" also be an "Owner" for a "Cost Center" ? Currently receiving an error when adding a cost center, message says that it's unable to find the user.
Old Backup Files
Is it OK to delete old backup files? Specifically files from the ServiceDesk\backup folder? Eric
Requesters with duplicated mailaddress
Hi We have several requester with duplicated mailaddress. One of the mailaddress is from AD synk, the other is from incoming mail before we started AD synk. The problem is when requesters send a mail now the request is connected to the wrong SDP user. What is the priority here? Is it the latest created user that is used? Has this been changed in SPD sometime? It would be great if SDP had a migrate tool for this, Like "Migrate users A anv B and make user B primary"
Custom Reply Template
Hi, Can the custom reply template cover Resource Info data too ? We can configure a custom reply to include fields but just need to know if it can include the Resource Info ... $RES_3301_QUS_3001 Any advice ? Regards A
Domain Scan not discovering some machines?
Hello, So i have been trying to figure out this issue i'm having with ManageEngine in where i cannot see about 20 machines in my environment. They are live and active because i use another scanner and it picks them up no problem. I tried doing network scan, thinking that maybe my domain scan is just messed up but that is not the case. When i do a Network scan i get 0 feedback and says all 255 machines are unresponsive, which once again is false considering i use Alienvault which works perfectly fine
Remote control via Remote Assistance
Good afternoon! I am trying to set up remote control to an asset via Remote Assistance. The logic is that you need to run the application as administrator, for this I write in the command line: cmd / C start RunAs / user: domain \ user / savecred "msra.exe / offerRA $ DEVICENAME" However, quotation marks ( ") is not transferred to the command line in CMD transmitted.: cmd / C start RunAs / user: domain \ user / savecred msra.exe / offerRA $ DEVICENAME What is causing the problem, as additional parameters
Is there a method to make an attachment required before submitting a request?
Time Elapsed Analysis Report
Dear ME Support, It would be really appreciated if you provide me a report? I have attached a spec table for current requirements. Database is PGSQL. Thanks in advance. Best Regards, Levent
Service Request Templates
Hi, When creating templates for logging Service Requests via the SD Portal, I want to associate certain templates with certain support teams. Currently, when requests are logged, they are unassigned and sit in 'limbo' because none of the support teams can see them. I'm also unsure how to set the following: Priority Due by date Group Distinguish between incident and service request I've highlighted with red circles the areas to which I am referring. Any guidance with this would be greatly appreciated.
Mail to requester, Sending notification failed
Dear All, We are using servicedeskplus version 7.6.0 build 7600.when we try to reply requester from the manage engine we get the error attached. sending notification failed. What can we do please.
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