Disallow Technician to Resolve Request Opened by himself
Dears , How We can Disallow The technician to resolve request He Open it , Your Help is highly appreciated. thank You
Inconsistent Table Design in SDP
Do you guys have plans on making a consistent UI for tables in SDP? It looks like there is no standard look and feel for all tables. Here are a sample set of screenshots from different modules and their table design: REQUEST MODULE: PROBLEM MODULE: PROJECT MODULE:
Installing Manage Engine Service Desk in LAN
I have downloaded and installed Manage Engine service Desk plus in my computer. I want it to be accessible by all computers in domain. When I Configure an alias URL which will be exposed to the external world. it works in my Computer but It does not work in another computer within the same network. How should I go about it I want to integrate it with our intranet website. Here is the link: http://King-PC:8080
Remove Quick Actions
Hello, Any ideas on if it's possible to remove the quick actions menu, ideally for a requester - as the only option they have access to is their archived requests - but I know none of us use this menu so if the only option is to remove it entirely that's also fine. I doubt there's a tick box hidden anywhere but I assume (not knowing any CSS, webdev etc.) that this could somehow be removed? Though a tick box so it's removed in a 'correct' manner would be nice! Regards, Connor Taylor
[SDF - 81675] Incident Resource Questions
Hi again, I've seen this is a 'high demand' feature request from 8 years ago (SDF-36411)... It might be on the roadmap... It's unclear: (https://help.servicedeskplus.com/roadmap.html) Service Templates Map resources across templates. Configure a separate list view resource questions with Add/Edit/Delete options. In my incident templates I'm asking specific questions that are only useful for that type of issue. For example: 'Expected Commission' and 'Actual Commission' are both pieces of information
Script for periodic notification to Requester
Hi, 1. I have a requirement to write a Script for, forwarding periodic-Automatic notification to requester, for a specific Type of incidents (Say P1 for example). 2. Notification to be forwarded in following scenarios: (a) At a specified time interval (b) Notification to be forwarded at every status change of the ticket. Can anyone pl help with the script meeting the requirement. Regards Karthikeyan
Update Departments
Before setting departments for my requesters, they added requests. I then changed all the users in bulk (selected all Requesters and used "Assign to Department" under the Actions menu) to add them to departments. Their requests did not update. Is there a way to change these requests without editing each one, changing the requester once and then changing it back?
API search for requests after certain date/time
Hi all, I'm currently trying to get requests from SDP using the API so I can import them into another system. To do this I want to search for the latest requests. I tried multiple things, but all I can currently get is the last 100 items. However, what I would like to have is the requests that were added in the last 5 minutes. Can you please help me in finding out what I'm doing wrong? The current code that does work (python), but without searching for the last 5 minutes: import requests inputdata
[SDF-45480] How to manage Change Request View
Hi We are using Service desk plus and would like to know whether you can manage the views under the change request menu just like you can in the Requests menu. Request menu you have option to manage views and customize views. Change View menu you do not have this option: thankyou
Change Management multiple approvers
Right now it looks like only the Change Manager approves a change request and you can only set one Change Manager. We are looking for a way to have multiple people have to approve a change request in order for it to be implemented. Is there any was to do this? Thanks, Chris Trauner Network Analyst
[SDF-35328] Can requester save the ticket before submit
Hi, May i know is the requester able to save (as draft) before submit the ticket? Scenario: Requester already key in so much information and not able to submit due to some rules we already set in the form. Requester need to submit at the certain time (which is match the rules). Requester need to cancel the ticket and redo again. Hope to hear from u Thanks.
can use ms sql xpress with free standard service desk version
I need to test if the standard version of service desk plus works with the ms sql xpress database or not and which versions of ms sql xpress are supported.
Using reports as input parameter on custom menus
Hi all, is it possible to use reports as input parameter for python scripts on custom menus, just like on custom schedules scripts? thanks.
How to include all request properties when making "all requests" v3 API call
{ "list_info": { "row_count": 20, "start_index": 1, "sort_field": "technician", "sort_order": "asc", "get_total_count": true, "search_fields": {}, "filter_by": { "name": "1501_MyView" } } } Ok, the above INPUT_DATA pulls all the open tickets for a custom view. But how do I include all properties of a ticket. Our documentation claims that a "fields_required": "[get_all]" should be returning all properties of a request.
Redirect to Dashboard after Technician logged in
Dear support, Is there any way to redirect Technician to dashboard page after loging to SDP ?. Thanks in advance
Autoclosing tickets based on specific senders/adresses (servicedesk)
Hi, The idea is to auto-close tickets based on a specific or multiple specific senders to avoid clutter. Almost like a spam filter, but seperated from exchange and handled internally in servicedesk. My skills in Python are not quite up to this task, so I was hoping someone might have done this already? Thanks for any and all help :-) Br/Ludvig
Forwarding ticket to non-SD plus user
Is there a way to forward a ticket that was created in SD plus to a user that does not have access to the application?
Requests - Resolved but re-opening upon contact
Hi, I have the below setting set to stop cases being reopened on a respons through email or the portal, but it still seems to be happening. I think this may be that the case is classed as resolved not closed. Can somebody answer whether or not the below definition of "closed" is that it will only do it on the closed request? If so - Is there an option to do the same on resolved at all? We tend to put all our cases as resolved so it auto pops the resolution field to ensure we have everything ticked
Due-by Date: How to manage the due-by dates that have customer dependencies
Hi folks, We have due-by dates assigned automatically using SLAs, but the question comes into play when we have requests that require development. Scenario #1: We have a SR with multiple tasks to make some changes in a development system, validate with the user, and then promote the changes to a production environment. Because the due-by date is set as a rule but the dependency is outside the scope of our management (i.e., the customer must validate the changes, and we have to wait on the customer),
Restrict the ticket creation from unauthorized users
Expectation: Only authorized users can send the mail to the service desk then only it will be created as a ticket in the tool. is any approach there to achieve this?
linux sh for Postgresql setup
I would like to install Postgresql on a a linux server dedicated just for the database and then point the ServiceDesk linux web server to use it. What is the correct way to setup Postgresql on the second server--does one of the sh files start the process and if so, are there parameters I need to supply? Thank you.
Perform EXTERNAL SQL Query
Is there a way to pull data from an external database using a script within a workflow or a ticket? I'd like to pull information in from an external source. Ideally it'd update custom fields I would create, alternatively it could dump into the note section. Anyone have any idea if this is possible?
Purchase Order Assets
How can I automate receiving assets on a PO and updating the associated assets on the same PO. i have tried importing assets (updating CI Name), but the import only adds the asset as a new asset, it does not overwrite the CI Name listed for Associated Assets in the PO.
Closing a request with open tasks
I found that I was able to close a request even though it had open/incomplete tasks. Is there a way to keep a request from being able to be closed if it has open/incomplete tasks? Thanks! Matt
[SDF-56509] Request filter behavior with multiple instances of SDP running browser
We recently upgraded to version 10.5 (MS SQL) and noticed that request filters in multiple browser tabs now sync to the same filter. If you change to My Open Request in one window/tab, they all change to My Open Request. It was nice in previous versions to have different filtered views in different windows/tabs in your browser. We were using the different browser tabs to better monitor our unassigned queue coming from email. Anyone else see this behavior or find value in having different filtered
Documentation for Marking Leave
Is there documentation about how marking leave works? I have a technician who is out on an extended break, and tasks keep getting assigned to him. I see a way to set requests to go to another technician, but when I tested, it didn't seem to work. Is there a way to delegate tasks to go to another technician? Your Version : 10.0 Build 10013 SQL Server Thanks! Joanna
BUG? Minimised Chat Windows - Cover Buttons
Hi, I love the chat functionality. There is an issue with the minimised windows however as they obscure the buttons needed to cancel / save certain forms. You can just about see / use the buttons but it's difficult. See attached.
Notify User Group When Task is Created
Is it possible to notify a User Group when a specific task is created? Or possibly notify a User Group when a Service Request is created?
Active Directory Import - Restrict to specific OU
Is it possible to restrict the Active Directory requester import to a specific OU? Is the recommended way to do this using the LDAP sync rather than AD Sync? If so, what effect will the be on existing requester and technicians if I swap from AD to LDAP sync? Will the new LDAP sync simply take over the existing users from the AD sync? The purpose behind this is that when user accounts are disabled they are moved to a specific OU for a length of time. If they are removed from SDP they are re-imported
Preventive Maintenance Task
Hi All, I want to setup a preventative maintenance task to check the up time of servers and vm hosts. How can I create this task with tasks assigned for each server / host to be checked? I want to have the tasks completed before the ticket can be closed off so the technician can confirm it's done and add notes if required. Regards, John
Upgrade Application Server OS
Hi I'm seeking what approach is best for upgrading SD application server from Windows 2008 Server to either 2012 or 2016. At this stage We keep existing SQL server ( Separate server) as is also that will be a next to go through) . I could do in place to 2012 then 2016 but this may be little time consuming and more risk for testing in between, But is is possible to be scheduled those steps.. I can also deploy new clean server side by side to install application. In this case; Install new
Proper way to escalate request to level 2 in service desk plus?
What would be the best practice to escalate a request to level 2 in service desk plus? Should I use the Level and tier functions and setup business rules or should I create a new support group altogether because level 2 will be a group of people and I wouldn't want to assign the level 2 request to someone directly.
CHANGE - Restrict Stage + Status
Hi there, Currently when raising a change a normal user can set the Stage and Status of the change to whatever they want. They could go straight to Implementation or Closure if they want. I've set it to disabled to prevent this and ensure the Workflow is followed. I would still like the Stage and Status fields to be editable for users with a ChangeManager role so that they can still manually move changes back / forward in the workflow to rectify errors or issues with Role permissions etc. How would
On-boarding auto creates asset, Off-boarding spawns off asset list
Has anyone setup Service Desk Plus to auto create an asset during the on-boarding process? For example, a HR rep or hiring manager uses the service catalog to order a user setup with a building badge, an AD account, logins for a number of 3rd party websites. The tasks are assigned to I.T. and other application admins. When they set the task as complete a new "virtual" asset is created. When on-boarding is complete the user's asset list would match what assets have been assigned to the user.
RequestLink has wrong domain
In the automation section where there are notification rules, the $RequestLink variable is generating a bad URL. I've read this forum and have tried remove the request link and adding it back. It's picking up the wrong domain. It's using a domain we no longer use. How do we change the domain name that's generated in the $RequestLink variable? The documentation on this by the way is terrible.
Problem to configurate Customisations / Automations Request
Hi, I wanna know if someone can help me ¡¡ I wanna configurate automations request following this link: https://pitstop.manageengine.com/portal/kb/articles/update-request-status-when-a-new-reply-is-received But i stuck when the documentation tell me this: 2. Edit the configuration.json and update the values. I don't understand what value i need to put into it. Can someone tell me how i can do this ?? Best regards.
Build 10510 - Delete REQ/INC/PRB/CHG + Reset Counters
Hi there, We're close to switching on our instance to live and I need to delete the dummy content we've been using for testing and reset the counters. I've seen from the forum posts that this can be very build specific. Can I please get some instructions on how to achieve this with the above build? I'm reasonably sure we're using MySQL. As this is a common task in new deployments of a SD solution could this activity be built into the application in the Admin settings? TIA, Dave
Stop response due by date with workflow
Greetings everyone, I am using service desk plus on Demand and I was wondering, if there is any possibility to stop the response due by date using the workflow. We send automatic mails out of the workflow by going through it. Normally a mail sent out of a ticket will stop the due date, however the same does not go with mails sent by the system out of the workflow. Is there any possibility to achieve this or to for example stop the response due date with a ticket-state? Thank you very much!
Non-AD users able to request a SD+ requester account?
Hello, A third of our workforce actually have AD Accounts, the other two thirds do not. I am going to be setting up an HR Section in our Service Catalog and we need those team member that do not have AD account to have the ability to request a local login from the login page with the ability to use their personal e-mail address. How can i go about setting this up?
Deleting Old Open tickets
Hi, Is there an option to old tickets (huge in number) in one bulk operation. Can you pl let know if such an option available. Regards, R Karthikeyan
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