Dual Purchase Approvals
I'm not sure if I'm overlooking how to do this or if this should be a feature request. I need to have a user that currently has a purchase level of say $10000 with a higher amount that can only be jointly approved if the CIO is out. Example: Sam currently has an approval level of $10k. Sandra doesn't have a current level. And Tom has a level of $1m. If Tom is out (for whatever reason) only together can Sam and Sandra approve Tom's amount. Otherwise, Sam can only approve 10k and Sandra nil. Thank
Add Asset Info to Groups of Assets All At Once
I'm just getting my assets pulled into SDP and I'd like to update groups of assets in mass. For instance, purchasing information is not filled in for the assets discovered by scanning the network. I'd like to be able to select a group of say 30 PC's that were purchased together and update them all with Purchase Date, Vendor, Warranty Expiration and Purchase Cost all at the same time. Is there an easy way to accomplish this without having to click on each asset and update them individually? Thanks!
worklog custom field
I am using the work log to track version updates in several coding projects I have. It would be super helpful to display the custom field "version" on the details list, so I can at a glance see what updates are associated with what version. But when I choose columns the custom fields are not listed. I am sure I can do this through a report and do intend to, but I would like to see at a glance on the fly without having to stop and run a report. Is there a way, or can this be put in as a development
Report to show number of tickets closed / resolved by site
Hi im looking to build a report which shows which technician has closed / resolved tickets on each site Thanks Postgres Version : 9.2 Build 923
Report for No Notes in 72 Hours
Hello, is it possible to create a query report that looks at incidents/requests that have not had a note added over the past 72 hours? I found this: SELECT wo.WORKORDERID "Request ID", wo.title 'subject',notes.NotesText "Request Notes" FROM WorkOrder wo left join notes on notes.workorderid=wo.workorderid WHERE wo.isparent=1 but it only shows me request id, subject and notes. Any way to show only those without notes in the last 72 hours? Thanks
Showing 'Discussion notes' also if nothing is in there
Viewing Discussion Notes Once you add a note to the request the Discussion notes gets displayed in descending order of their date of creation just below the Requester Details block. --------------------- And thats my question: is it possible to display the 'Discussion notes' still if no notes are in the Ticket? The Reason why i want this is that i directly can write it in there instead to navigate to "Action -> Add Discution note -> write the note" Thanks a lot
IE11 not responding when loading requester form
IE11 becomes unresponsive when loading our requester form. It loads fine in Chrome but we find that that in IE it takes 25-30 seconds until it becomes responsive. Also, when the form is loading in IE11 it shows all fields before hiding them, as is set in the field 'on form load' rules.Has anyone experienced this issue? The form is quite complex with a lot of additional fields which are hidden and displayed on conditions being met. Does Servicedesk Plus have a recommended limit on the number of fields
does Custom Trigger supported by ManageENgine 9.0 Build 9008 .?
I am facing issues to find custom trigger .i need to run my python script?
Unknown printers
Hello, I ran a scan of one of our printer VLANs and 99% of them returned unknown printer. I find that very strange as we use standard Lexmark business printers and the scan returned the infos required: Lexmark XC4150 version ATL.030.082 kernel 4.2.8-yocto-standard-882b13d5eb08649bf415e5fa5fbe11fb All-N-1 Lexmark XM3150 version NH5.SB.N543 kernel 3.0.0 All-N-1 Please advise. Thanks, Daryn
Finding deleted Requests
If someone deletes a request or even a Change, is there any log of that action where an admin can see who deleted it and what was deleted? So If I know that Request 130711 was deleted because of a gap between 130710 and 130712, is it possible to find out anything about the missing record? Any audit trail or recycle bin type of thing? Thanks David
Report to count number of tickets open for each requester
Hi im looking to build a report that does a count of each open ticket per requester Thanks Postgres Version : 9.2 Build 923
Resolution Template with Attachments
Is there a way to have a resolution template contain a list of attachments? I onboard employees, when I do I have a list of several documents that must be sent to the supervisor. I was wondering as they are the same documents for all employees hired if there is a way to create a resolution template that contains all the documents as attachments, and whatever else so when I select resolved that it will send these documents automatically on resolution. I thought about doing a reply and usually that
Associate Assets
Hi, We can associate assets in Request Module. But it is different in Change Module. 1. Could you make the same view as it in request ? 2. Could you add more fields when we associate assets such as IP address, asset tag ? Thanks.
Move from psql to MSSQL
I would like to know if there is a procedure to move my current ProgressSQL based locally hosted ManageEngine to MSSQL. I would like the ability to use Crystal Reports to generate some needed reports and I would also like to have the ability to work in an environment I am more familiar with. I did some searches as I did not wish to ask a question that may have been beaten like a dead horse, but I was unable to find any real answers. I appreciate any information, Jim
Asset/Vendor price bug??
Hello, I have created vendors and products and have also assigned the products to the venders. I then scanned my printers and assigned the vendor to them. Strange thing is that the printer models were correctly identified by the scan but the price for the product is not properly updated. It seems that it chooses the first vendor product every time I choose the vendor - even if the product I'm working on is at the bottom of the vendors product list. Please advise. Thanks Daryn
Survey Link HTTP Status 500 - Error
Servicedesk 9.2 Build 9233 has been upgraded. After the transition, we clicked on the survey links to the users and started to get the error. Can you help me. However if I click the survey link button, I get a 500 error immediately. Support File Attachment
Restore previous theme after upgrade
We recently upgraded SDP and our custom theme is gone. We have a backup, but I am not sure how to restore the theme we had. Is that possible?
Exporting Tickets with Attachments
Does anyone know of a method to export individual tickets with their attachments to a directory? We are looking to export any tickets that are marked as "Approved' to our Accounts Payable Document mgmt system.
Report to show count of tickets in a particualr group
Hello I'm looking to build a report that will do a count on the number of open tickets assigned to a particular group Thanks Postgres Version : 9.2 Build 923
How to delete assets and start over?
We would like to delete all of the assets in our ServiceDesk and start fresh. We're using 9237. Is this possible? Is there an easy way to do this? Thanks!
Can you make Resolution default to the Resolution sub-tab instead of the Solutions tab?
We're using SDP 9237. Thanks.
Need a way in which Technician get alerts when SLA is getting violated
Hi, How to configure the alert, Suppose the ticket created date is Jan 1 and due is Jan 4 , then a reminder should be sent to person on Jan 3 on the service desk plus. Thanks, Ramesh
Change the order of services in a service category?
I've added several new services to an existing service category. Is there a way to drag the items to change the order of appearance for the requestors? Or at least just make them order alphabetically?
'ShowSuggestionsToTechnicians' of 'globalconfig' to be a part of Admin Console
SD-65289 :Unable to disable Solutions auto suggest for Technicians. This can be done by updating the column paramvalue as 'false', for the category 'ShowSuggestionsToTechnicians' of 'globalconfig' table in db. Can you please make the above as a part of Admin console? It's basic configuration setting and you require us to look into the database. /Mar
Cleanup Archived requests
Hi Is there a way to cleanup Archived Requests For example, we don't need requests for >3 years This could free more HDD space. Regards, Dmitry
auto reply
Dears can you please advise how can I create auto reply email for when I received and incident on user group Thanks Hani Sadeq
Pictures or URL link to picture of Requester
Is there anything in the road map for importing requester's pictures or at list creating a custom field that would point to a picture of the request?
Service Catalog: Allow Members of Group to See Open Requests
Currently, we use have our HR department submit all User Management request through the Service Catalog. We have created a group (HR) that restricts access to this Service Catalog. The problem we currently face is, if the primary person who submits requests is on vacation, her backup cannot see the submitted requests. Is there a way to allow a "Group" to see all requests submitted by that Group?
Incident Additional Fields not populating
Hi, When trying to update or add a new value to an existing pick list the changes are not saved. The value test 1 was entered when saved and it does not appear. You are able to delete a value. Changes made to existing values also do not change. Example changing test to test2 and then update: text remains test. We are only using two pick lists, totaling in 39 values. Upgraded to 9.2 build 9238 and still having the problem. Using MS SQL back end. Any Ideas? Regards Duncan
Field and form rules
I was playing with the field and form rules in the new build and loved how you can now remove options. I was wondering though, it seems i can remove options in the 'Feild and form rules' for incidents and requests, but i am missing the options in the change management 'field and form rules'. Will this be implamented? or is there something wrong with my install. -shane
Asset association with user
Hello I've desktop central agents installed on my network devices and sending details to the service desk about assets, how can I make it associate assets to users directly so i won't have to do it manualy
Service Desk Plus and Desktop Central Integration
I have noticed that recently servers which are scanning successfully in Desktop Central, are failing to scan in Service Desk plus. Are there any known issues with the integration between the two systems? SD+ 9.2 Build 9232 Desktop Central 9.2 Build 92045 The errors reported in SD+ vary despite the asset being able to scan successfully in Desktop Central
404 error connecting to web browser
Hello, so when i launch up ManageEngine Service Desk Plus Professional edition it loads up and says it starts but i cannot connect to the address that it specifies for me to go to. I get a 404 error when i try to get to the page (http://localhost:8080), i've tried connecting by the IP on the virtual server i'll have manage engine running on but that's a dud as well. I have scavenged the forums looking for a resolution but all have proceeded to fail for me. Anyone with a solution or tip would be much
Regular mail fetching stops after upgrade to version 9238
Hi, after upgrading to version 9238, the regular mail fetching task does not work anymore. The E-Mails get fetched only ONE TIME after service restart but not in the configured interval. Anyone else experiencing the same issue? Regards Tan
Any way to stop the cursor automatically moving to the To field when hitting reply to a ticket?
Hi all This is one of my biggest annoyances with SDP right now. I hit reply, notice the cursor in the body field, start typing, then a second or two later it jumps up to the To field. It's infuriating. Why does it even move to the To field when I've hit reply? The To field is already populated on replies. Is there a way to disable this behaviour?
Clearing out non-existent Assets
What would be the easiest way to go about clearing out Assets that have been re-named (duplicate of the same machine) or do not exist any longer. A scan will tag some assets as "turned off or non-existent" but if it is assigned to an owner is hard to spot. Is there a report you can run for all assets that were tagged as such during a scan?
Error Converting from Incident to Service
Dear All, We're trying to convert an incident into a Service Request, however we have received an error trying to perform this action as per print screen below. Version 9.2 Build 9227 Please see print screen below: Kind regards, JS
Having multiple Servicedesks in 1 application
Hello everyone, So we have a Servicedesk Plus environment where everyone can create a request. But it's only for 1 servicedesk. Is it possible to create multiple servicedesks in 1 application. For instance, the users logs on and instead of "create request" they can choose a servicedesk and then create their request. So you basically create a whole new servicedesk plus under the same application. Is something like that possible? So everything is set in 1 application but has it's own environment.
Import and SCAN
Hi support, I need to know what is the specific privilege to import requester and scan assets Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Is it possible to reverse the order in conversations?
Dear all, we would like to be able to reverse the order of ticket conversations, from most recent to oldest. Currently the settings are from more recent to oldest, and we don't seem to find a way of changing it. Kindly advise. JS
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