So has manage engine's support taken a vacation?
I have 2 tickets i opened a week ago and neither got a first response or any sort of acknowledgement. #5733321 #5733299 I even opened a ticket saying I'm not getting help and they just added that to one of the tickets... this is piss poor on Manage Engine's side.
LDAPS Import
Is it possible to import from an LDAP SSL connection?
Mandate the fields in Problem module
Hello, Is it possible to mandate the field for problem module while raising the problem requests? Regards, Karthikeyan R
Auto response email
HI, Has anyone created and auto response email for SLA-First Response to be generated when a technician has opened their Request/Incident ticket? We would like to have this occur so we can generate an email and also generate history that the ticket has been opened without having technician put in a note or send requestor an email. Thanks for any ideas or help. Maybe I am missing something simple. Gayla
How you I see who has modified a person record
Someone has changed a person to VIP. Is there a way I can find out who has done these changes on ME SD Plus 10.5 Build 10513
Field and form rules
Hello, I just want to say from my point of view, the field and form rules new global management is wonderful. it does simplify management of rules for templates and really does make this a lot easier to work with. congrats guy's Martin Leblanc
Update Non-IT Asset by API
Hello to all, are there any way to update a Non-IT Asset using the SDP API? is it possible update using serial number? Could you give me some examples? Thanks in advance
Follow request
How can I follow request? I need to now when it's resolved and be notificated by email.
change names of a lot issues
Hello team! I need to change the name of each issue. I have a lot issues with incorrect name. Can I execute a sentence to do it? Thanks in advance
Cleaning up previous versions and installs of Service Desk Plus.
Hello, I've been looking at the "patch" folder on the Service Desk Server and it's getting a wee bit messy of late. Versions going back to 9.2.0 which we have no intention of reverting to. My question is this: Can I simply delete the old folders? Or is there a specific clean up command that I can run? Thanks. Gary.
[SOLVED] [SD - 83218] Change Request: Unable to enter text in Description field
When creating a new Change ticket we are unable to type content in the Description field. The text displays backwards and acts erratically. Tested in Chrome/Safari on version 11003 and 11004 with the same results. Not able to reproduce the issue in an Incident Description field or in any other Change ticket field under the Plan tab.
Adding AD intgration to a field
Hi, Is it possible to add another AD intergrated field (other than name) to a request form? Thanks
Import/Export Data to SDP
Greetings, How I can import / export the asset inventory information? Any ideas? Regards.
CORS policy blocking HTTP requests
I am making a web page that makes POST requests. I am doing this with JavaScript and have tested the request with Node. With Node, I get a response in XML on the console, so my code is 100% correct, but when I actually place it in my web page I get a CORS error. This is the error I get: newPage.htm:1 Access to XMLHttpRequest at 'http://mysitename' from origin 'http://127.0.0.1:5500' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource. I have
Link Option
Hi All, Consider we have linked 50 plus tickets. Is there any way to close all 50 requests at a time?
Hide field in right side panel
Hi, Is it possible in v.10513 to hide/disable the Priority field in the right side panel in the request details view? The field bypasses some of our field and form rules. I saw that there are better customization possibilites in more recent versions, but we're not planning to upgrade in the nearest time. Thanks
Service Catalog Subcategories
In the Service Catalog it is possible to add a Service Category, and a Service to a Category. Is there a way to add a Subcategory layer?
How do we change due date based on priority
Hi, I have set 4 SLAs for security incidents and I have set Priority to change as per conditions defined by us. In the servicedesk request template, there is a field to set the default SLA in the workflow. Once this is set, all requests temporarily set the due date as per that SLA. How do I make the due date change depending on the priority set?
Way for ticket to auto send an email to a company
Is there a way to have a helpdesk ticket send an email to another company based on our categories and our incident templates? certain tickets are for seperate companies and we have their email just want them to be able to receive emails when someone puts in a ticket instead of the helpdesk techs having to send an email themselves.
How do I extract how many users have admin role in our current environment of Service Desk Plus
How do I extract how many users have admin role in our current environment of Service Desk Plus. I feel we have many users with admin rights
Scanned Software Not showing Install
I'm banging my head against the Software Assets portion of ServiceDesk. I'm honestly not liking it due to menu navigation and inconsistencies of the data it reports. But below are some of my issues I'm having at the moment. Problem 1. In ServiceDesk Plus I go to Assets - Software - Scanned Software and then search for a certain program. Lets say AutoCAD 2018. I'll find it, it'll say it's installed on 8 computers. But when I click on it and go to the Installations Tab to see what computers it's on,
Both http and https
Hi all, Is it possible to use both http and https togather without redirection on SDP. Best regards.
Auto - Merg Sites from AD
Good Day, im hoping i can get some help here. When we setup our Service Desk initially, we did not integrate with our Active Directory, however now after a few years, the requirement has come up. The Office field in AD differs from our Site field in SDP. i need to now merge all the AD Locations with the sites in SD in order for the relevant SLA's to replicate. is there a way we can ensure that AD does not create new sites, but rather continue to merge the sites as i did when i deleted them? When
[SDF-81210] Paste URL into chat
Hi there, I'm not sure if I could be pasting this wrong or if there is an action needed instead? I've tried to paste URLs into the chat window and they just get concatenated. They also don't create a <a href=> link as I'd expected so you can't click it to go anywhere. This would be useful for directing users to Solutions or other company resources to assist with tickets. As the chat window has access to the clipboard, it would be cool for a user to take a screenshot of an error, then paste it into
General Tasks Behaviour
I believe we have brought this up in the past but in case not, we have some questions about the use of General Tasks: - how does the 'Created By' person view their created tasks? - why are General Tasks not visible to SDAdmins? - how does the owner of a General Task communicate back to the creator? The comment field does not show technicians unless they are part of the 'Not Associated to any Site' group. - is the intent of these General Tasks to be personal use only? Feature Request: - Ability to
[SOLVED] Self Service Portal - text and button modification
How can you change the text in the self service portal? For example, under the "Report and Issue" button I want to change the phrase from: "I am facing an issue" to "I have a problem" I can't find anywhere in html or other configurations to change that.
Obtener el Usuario logueado
Mi consulta es la siguiente, Dependiendo del usuario que se loguea en Service Desk quisiera habilitar o deshabilitar algunos campos. Como puedo obtener en una variable el usuario que se loguea al sistema? Saludos Alan
VDI environment - VMs and thin clients/dumb terminals - how do you audit this?
Hi, I am doing a hardware audit at our company and I need some advice on how to audit all the approx. 100 employees VMs and thin clients. I am new to the VDI environment, so I am still learning how all this works :) Every employee has a thin client on their desk and they have their own VM which is hosted on the Server downstairs. For example, I have a VM called NatalieVM1 and I have a thin client with an asset tag of 00001. Every day, I log into my NatalieVM1enviroment using my thin client
[SDF-83418 ] Ticket On Hold - Comment should appear in the Comment-Section
Hello everyone When we put a Ticket on Hold we can write a comment. This Comment only appears in the History of a Ticket. Is it possible to show this comment for example as a Note in the Conversation section of a ticket? Thank you very much.
ESM Licensing question
We currently have two groups (IT and GIS) using our SDP Enterprise helpdesk for ticketing. For various reasons we would like to separate those two groups so each has their own instance. However we only need the Enterprise features for the IT group and would like the GIS group to run at the Standard level because all they are using the system for is ticketing. Is it possible to transfer the technician licenses we have already purchased for the GIS staff from the current Enterprise instance to a
Asset Detail - Custom fields
Hello, We are looking for the availability to add additional fields under the Asset detail section. This could be a couple of fields that we can add a custom label to and have a block of text available for us to enter the information we need. Please let me know how we can add this to our SD Plus. Thanks.
Showing self service portal to technicians
Is there an option or way to show the Self service portal to technicians? We are using Service Desk Plus 11.0 and when technician logs in, he sees the technician home page. When user/requester logs in, he sees the self service portal with templates etc. We would like an option to show the self service portal to technicians maybe as their home page, or from a specific web address. Background is that we have technicians from different areas and we would like to show them the requester view from different
Assigning an incident template to a support group
Is there a way to assign an incident template as default for a specific support group?
E-mail command - blank subject?
Hi, Is there any way to work around to required subject field? So that SDP would generate a work order/request of any e-mail that ends up in the dedicated mailbox? Thanks & regards, Lionell
Prevent ServiceDesk Plus from auto-assigning site on requests
We don't use sites (except for assets) in our implementation of ServiceDesk Plus and for some reason in the past few weeks, some requests are auto-assigning sites which prevents the ticket from being picked up until that field is cleared. Is there a way to turn that off? I did some searching but was unable to find a way. I think I can probably set up 'field & form rules' to clear it automatically, but I rather not add anything if I can just turn it off. I'm assuming this is getting auto-assigned
Hide incident templates when create new ticket
When requester create new ticket, then it is shown page with templates like application login, internet, email etc and then here it need to click "create new ticket". Is any way to hide this page and go go straight to standard form when ticket is created? thanks
How to add and view replay thread on requests via API?
Hi Team, please advice to, How to add and view replay thread on requests via API? thanks and regards, AJayan.c
Remove Other from service categories
i've gone thru and created my service categories and would like to know how to remove the default other option. Any ideas?
Import Users from AD and Azure
Greetings everyone We have ServiceDesk Plus on Premise and we are currently importing most of our users from our Active Directory. However, we also have Customers outside our Domain with an Azure AD. Is there any possibility to import these users as well other than with a CSV-File?
Private Solutions and Resolutions
I'm currently looking at rolling out the solutions module for my first line team, the problem I've got is when a member of the team confirms that a solution has worked it adds the entire article to the resolution which we would then need to delete. The articles are not being made available to end users because they detail instructions that cannot be performed by non-administrators or refer to internal procedures that we do not necessarily want to publicise for one reason or another. I've found a
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