[SDF-29571]Surveys
Hello, I have 2 questions about the survey module: - is it possible to include the survey in the "close request" form ? I want to avoid the user to get 2 email when a request is solved (currently: one for closing the request + one for the survey) - In
Parsing mails
Dears, I've problem in parsing only one command, but its importance is very high. The command is: @@REQUESTTEMPLATE=Printer Problem@@ I read this command should fill the fields with the defaults of the template name provided for XXX. However, I tried using it many times and it never worked out. Is there who can help with this important matter. See screen shots to view examples of my templates Best Regards, Kateba Attachments : Incident templates.png Service Requests templates.png
How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field\ There is a need to edit the request. 1. So that when choosing an employee, the field should be entered not with CI Name, but with E-mail. 2. Add to the field from the CMDB database only those employees who have filled in the E-mail field.
Widgets missing
Anyone know why there are no widgets in my copy of ServiceDesk Plus? I have done a complete reinstall of the software and still have nothing, before and after restoration of my data. Anyone have any ideas? Your Version : 10.5 Build 10513
Preventive maintenance task
Hi. I wonder if someone could help me to verify the next information about Preventive Maintenance Task function 1- I have a maintenance task that shall be executed each month for the rest of 2019 only. I wonder if the task can be restricted to be generated only in 2019 and not to repeat during 2020?. In other words I want to restrict a monthly preventive maintenance task but just for a single year. 2- Also for the same situation above, we want that the task that shall be no longer valid in 2020
Creating an additional field for selecting approvers
Good afternoon. We use the 10th version of SDP. The organization has more than 10,000 bidders. In certain situations, it is necessary to obtain approval of treatment. We tried to use the "select approvers" field, but this is inconvenient because, this field loads the entire list at once, loading the field takes more than 20 seconds. Is it possible to create an additional field, by the rules of fields and forms add to it all the initiators of the application and technical experts, and write a script
Question about feature on SDP roadmap
I was reading the SDP roadmap here: https://help.servicedeskplus.com/roadmap.html Under Planning > Requests > Related Workflow, there's this item: Creating dependent requests for service request through templates. Can someone please explain what exactly this feature is? Thanks!
Open customer page
Hi, There is any way to open customer page by phone number or ID? Regrads, Cezary
Add Images/Attachments to Announcements
It doesn't seem to be possible to add images and/or attachments to announcements sent out. Can this currently be done by some workaround? Or perhaps this is a feature that is to be added.
API Calls to create new ticket
Hello, What API calls do I need to make in order to have SDP; 1. CREATE to tickets 2. UPDATE existing tickets Thanks Rob
[ SDF-50585 ] Change Email Notification
Hi When an email gets sent out from Servicedesk plus notifying each status change, is it possible to include the reson for change be included witihin the body of the email Is there a database schema we can refer to? For example: The below is the template within a status: is it possible to include the reason for change as per below to be included when an email is sent out? Field is only an example of whqat i belevie the variable is.
Technician only Template - Edited by Requester
Hi there, We have created an incident template which is only available to Technicians. Requesters do not see it in their Portal and can't select it for new tickets. We've allowed access for requester to edit their tickets generally, but when they edit this template they have access to edit everything the technician does. Including ticket assignment etc. Aside from removing the users access to edit tickets is there any way around this? TIA! Dave
Bar code scanning integration
We have Service desk plus. But we also want to be able to track the physical assets by bar code sticker on equipment and be able to track with scanner. Is there any way to integrate this (with a 3rd party program) in servicedesk? IS tehre an add-on we can buy from manage engine that will do this? Lastly how do other IT departments track their physical inventory with bar code stickers
Multiple Requesters for one Ticket
Greetings everyone I was wondering if there is any possibility to add multiple Requesters to a single Ticket. We often have Tickets, which affect more than one of our customers. Therefore, this would be a great option. I know about the function with the "E-Mail Ids to Notify", however this only accounts for the messages, which are sent manually. System Notifications from the Request Life Cycle are not sent to the E-Mail Ids to Notify or is there any way to achieve this? Thank you very much.
Issues with pasting images into requests and solutions
I'm using SDP 10512 with Firefox 69 and Chrome 77. When using Firefox and pasting an image into a request, the image gets pasted twice. When pasting into a solution, it also gets pasted twice. When using Chrome, I'm unable to paste an image into a request--nothing happens. HOWEVER, I can paste an image into a solution without issue. Is there a solution or workaround to this? Thanks.
ESM - What happens when users put their request in the wrong Instance?
Can it easliy be moved to another instance?
JavaScript Field and Form rules
Hi, From what I have gathered you do not have access to the entire JavaScript "catalogue" in field and form rules. Therefore I was wondering if there is some way I can get SDP MSP to understand "\n" in a field and form rule. //Thomas
Change field mode
There is a need to change the operating mode of the field Select Approvers. To make it function like a field E-mail Id(s) To Notify. When the cursor was hovering over a field, the data was not displayed, and when hovering over the icon next to the field, a search page appeared, but not all the values of this field. Our company employs more than 10,000 employees; when you move the cursor on the field Select Approvers, it loads for a long time. Thank.
ServiceDesk Plus On-Premise vs. Cloud
I was using SD in your Cloud. Now I installed SD in Linux and finally got it to work, I was surprised that it doesn't look the same. It is totally different view, is this a setting or is it really different versions?
[SDF-42723] Create rule - When user is out of the office - don't assign cases to the user.
Hi All, I would need a help with creation of rule that will do the following: In case the technician is out of the office (based on the integrated Scheduler) when user reply on case it won't be automatically assigned to the technician but to some group/list of people. Like a kind of notification so we will know this should be take care of . Thank you in advance. Ondrej
[SOLVED] Problem with SDP+
Hi I have stupid situation. I have two PC installed from one Template (Desktop Central OS Deploy) and after this computers names mixed every audid scan.. In log I found this info wpdplsi103. has been renamed as wpdplsi103.ebm.infra.shared.etex_old. Reason:This could have happened if the names of the machines wpdplsi103. and wpdplsi106. were swapped in the network. This was identified while scanning the machine with name as wpdplsi103 in the network which had the same agent id - WPDPLSI103_1538383943879.
Attachment ID from Request Body
Hello, i have powershell script which moving some data about request to another system. Now, i would like to move attachments too. I would like to get attachment ID but in my Request body (in json format) i don't see any information about attachment. Exist any another way to get Attachment ID ?
Request vs Incident ticket number
Is there a way to have a different ticket number designation between Incident and Service Requests? Currently they are both Request ID : ##
Creating a custom field.
Create a new field, bind a button to it - Search Reauester List.
Create a new field.
Hi. It is possible to create additional fields in the system. Is it possible to add all requesters (more than 1000) and specialists to this new field through a request? Thks.
E-mail ID of the active requester gets disappeared for the 2nd time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
Covert Incident to a Service via a business rule
Hi, We receive email to helpdesk with a fixed subject which needs to be converted to a service . Is there a way to setup a rule to automate the service conversion process ? thanks Pathum
Is it possible to delete a resource question?
I'd like to remove some Service Request resource questions (I just accidentally created them). How can I delete them?
Customize Asset template
Hi, I have a couple of questions: Is it possible to customize or create asset template? Is there a way to add in asset template a dynamic pickup list based on a selection from another pickup list?
Instalation error
When i execute the instalation file i receive the following message and the instalation process is aborted Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ @Windows 7 / Server 2008 R2 Service Pack 0 (9200) IE Version: 9.10.9200.22825
Tickets Missing - Invalid Request ID
Hi all 1. Ticket was created and confirmation mail also has been acknowledged to Requester. When the ticket was searched using the ID the below error pops up. Kindly let us know the way to restore the ticket. 2. Can any one pl help with this.. Regards Karthikeyan R
Clossing Ticket via Email
Hi, I'm looking on making a business rule that would enable the user to close a ticket via email replay once a certain criteria is met. The user would have the specify the deployment date and their respective user name along with the ticket number. Can i be pointed to the right direction? Kind Regards, Nathaniel
Problem Module - capturing email discussions
Hi, We have just started utilising the Problem Module where there are multiple SR's for the same issue. I cannot find a way to associate or track email conversations with 3rd part developers with the Problem Module. With an SR, I just forward the email to SD+ with the SR##, but with the Problem Module it appears that you have to either cut and paste or type entries. have I missed something?
Business Rules
I have configured a business rule that should the status of a request from open to waiting customer when the ticket is replied to with waiting customer in the body of the message but this fails to execute. Is there any other way of setting up rules to change the status of tickets when an email is received?
First response only triggered by Tech email?
I have found that the system automated emails do not count as a first response when a user submits a ticket. We have a notification rule that send the user an email letting them know we have received the request and when it is assigned. To avoid spamming the customer is there any way to trigger the first response date for a ticket ? Besides sending another email?
Requester details field
Hi there Can you confirm where the requester details field is pulled from? Is it auto populated from sign on or does it have to be manually filled in by the requester? Can we add a title and or and info/help to this area Any pointers most welcome, thanks
What can the Support Group owner do?
Support Groups have an "owned by" field, but I can't find any documentation on what the owner can do. Can we get some information on that added to the documentation?
Change Filed lower text to Upper Text
How i can use the below script to Change Filed lower text to Upper Text in the a filed! -------------------------------------- <button onclick="myFunction()">Try it</button> <script> function myFunction() { var str = "Hello World!"; var res = str.toUpperCase(); document.getElementById("demo").innerHTML = res; } </script> --------------------------------------
Two Select approvers fields
Greetings, team. Is it possible to add two Select approvers fields to the template, an employee from the first field got into the first stage of approval. an employee from the second field got into the second stage of approval. Thks.
CSAT surveys
Morning, Our current instance of Manage Engine sends out a CSAT Email, once every 5 tickets. Is it possible to have the CSAT option built into the actual closure Email? I'd like to see the CSAT included with every ticket closure, to improve our rating accuracy. Previously I've worked with Zendesk and the option to leave feedback was built into the closing Email. Rather than being sent separate. It worked brilliantly for increasing responses. Let me know John
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