Masterclass – ManageEngine integrations: Unleash the power of 360-degree ITSM - 6th session 17th July
We're hosting a webinar 17th July on ManageEngine integrations: Unleash the power of 360-degree ITSM using ServiceDesk Plus, the 6th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Integrate with Desktop Central to deploy software, manage patches and profiles, and remotely connect to endpoints from within tickets Mobile Device Manager Plus to enroll devices, configure profiles, and track your company's mobile assets from within tickets OpManager
Masterclass – Change and project management: A pacer for your IT marathon - 5th session 2nd July
Hi folks, We're hosting a webinar July 2nd on Change and project management: A pacer for your IT marathon using ServiceDesk Plus, the 5th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Record all change details in one place Secure approval from all stakeholders (CAB) Plan for implementation, downtime, and contingencies Break down the implementation into projects Minimize disruptions with scheduled notifications Using examples, we'll demonstrate how
How to add login field to requester data
Hi, I have imported users from Active Directory into Servicedesk, every user have its own field "Login" imported from AD. How could I add this field to requester data in ticket view?
bypass approval process for a management group
Hello, Is there a way to bypass the approval process (i.e. auto approve) a request based on a group membership? For example, a VIP requester does not need an approval so their request should be automatically approved. Perhaps through a business rule? Thanks
Software within incident
Hi - We currently have a large number of subcategories that list all the software we support, as can be imagined this list is becoming rather unruly and difficult to manage. Can anyone recommend a better way of achieving this without having a free text field that’s difficult to report on? I was thinking a FAFR that pulls from all identified pieces of software using the API but different versions and naming conventions may have the same problem we’ve already got. Thanks
Can't add Attachments to Task when opened from the Home Screen
Hello, When I attempt to add attachments to a task when I've opened the task from the home page, there's no option. Can you explain why this option isn't available? Thanks! Joanna
Service Request Resource Order
I had 2 resources in a service in the order i wanted. I needed to change one of the questions in one of the resources. I changed the question, and now the order of my resources has changed. Is this a known issue and why does it occur? How can I re-order the resource sections without deleting/and re-adding?
copying someone
Dears, Does anyone know how can I add someone as cc while requesting a ticket from servicedesk plus. Thank you.
Update Asset User via API
I currently use a bunch of scripts to update asset fields via the API. However I can't seem to find any examples of updating an existing asset's assigned user. Could someone point me in the right direction? Thanks!
How to update a requester's password from api
I am able to create a requester via API with the xml below. But I havent been able to get the update requester working. We are primarily a linux shop w/ only ~150 users in AD the rest of our users are on different databases so we have written a web form that creates/ deletes /updates our users on AD / internal systems / etc from a central point. Currently I am able to create and delete a requester but not update. The documentation isnt very clear... was hoping someone else ran into this. Thanks,
Technicians out for Vacation still get Incident tickets
We had 2 technicians leave for vacation and they added their time to Service Desk. The problem is they still received incident tickets. Is there a way to make sure when our technicians are on vacation they don't receive any tickets?
Not Send Approved
Hi everybody i am need. we are using one template for service catalog and technican sending approved manuel if he forgets what can i do? is the posible pop up or ?
Version 10.5 (10504) Upgrade Problems
After upgrading to 10504, we are seeing a couple of incidents. (1) Search (search box from the request tab) does not work as expected. We can search for a specific ticket number, but text searches do not yield any results. Most of our requesters start with a number and if you enter the number it yields no records. The previous version would yield results with this type of search. (2) From the request grid, we often change the support group to the proper support group for unassigned tickets. It
Auto-Assign and Leave
We use round robin auto assign for our calls, but it's frustrating to use in terms of coping with technician unavailability. It would be nice to be able to use the calendar to mark technicians unavailable and have the auto-assign take this into account. But for some odd reason it only takes into account the day the call SLA becomes due and not whether the technician is actually available when the call is raised. This seems very odd behavior to me. Since all our calls come in with a default long SLA,
Assigning two technicians?
Hi, I want to be able to assigning two technicians to a help desk call, is that possible and if so how? thanks
Error on Script - Score calculation
Dear. Good morning. I mention to you the problem we are having. Currently we have several templates to which we put together a kind of Scoring system, based on several fields list. This system, in addition to the fields, consists of a Script that we developed at the time with assistance from the ManageEngine community. The idea of running the script would be the following: Must be executed only when ALL fields are assigned a different value than "Choose" or Null When performing the calculation
Set Dueby field on ticket creation automatically
Dear all, I already searched for a solution in the KB or the forum without success. My question is: I would like to set the Dueby time of a ticket automatically on ticket creation. For example (Standard incident template Priority = normal). New ticket created -> Priority = normal -> set Dueby time automatically to "today + 4 work hours later". Example: Ticket created today, 06/26/2019, 10a.m. -> Set DueBy time automatically to 06/26/2019, 2p.m. Thank you, Best regards, Marc
Unable to associate support group to template
Hi there, This is the first time I've ever seen this error and am not quite sure what it means - I have two support groups associated to a service request template already, but I need to add another now. When I save the changes I get the attached error. Is it referring to the site set for the one technician within the support group? Any help is much appreciated. Thanks!
Script tu unassign Technician
I would like to add a Request Costum Meny that Unassigns the technician from a Request. How do I do that? BR Heini Guttesen
employee shift Scheduling
hello how can i import employee shit Scheduling into the service desk from an excel sheet or any similar file
Request mail with CC
Hi, I will migrate our helpdesk solution to SDP (version : 10.5 v10503). I have a last problem before ending the migration. Scenario : 1) User A send mail to the helpdesk with user B in CC. (user B isn’t add to “E-mail Id(s) To Notify“) 2) User A and B received mail when request is created If User A send a response, this response is added on request, but B doesn’t receive notification. If User B send a response, this response is added on request, but A doesn't receive notification. If tech reply
Round Robin Assignment Shifts
I have setup the SSP and auto-create feature for when a new E-mail comes in so a ticket will be created and automatically assigned to a technician. The problem I am running in to is that I cannot setup working shifts for the techs. I do not want a ticket automatically assigned to a technician that is not working at the time. I have 5 people who work during the day, 1 person who works night shift and 2 people who work weekends. Is there a way to set up a schedule of people that the round robin feature
Additional Fields of Each Request Template
is it possible to run a query report to check addiditional fields assigned to each template in service desk? we would like to check which existing additional field is not used often.
Errors configuring the SQL database
Hi team, I'm installing Service Desk Plus and it gave me error that port 8080 is busy, I changed the port and it shows Already server seems to be running. and it does not allow you to configure the Database.
Masterclass – Hardware asset management: Bringing all your assets under one roof - session 3 June 12th
Hi folks, We had hosted a webinar June 12th on Hardware asset management: Bringing all your assets under one roof using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Inventory all the assets in your organization Organize and classify assets based on business impact Identify vulnerable assets Track the status of assets Using examples, we have demonstrated how to manage vulnerable assets with complete visibility into your
Change browser title icon (favicon) for SDP?
How do I replace the default favicon.ico in ServiceDesk Plus with one of my own? Thank you.
Non Login Technicians
Hi, Is there a way for non login technicians to view a task and close it after they resolved it. We have limited license and would like to utilize the non login technicians however I can send notifications with them but could not login (when clicking the link) to further view and update it. Additionally if they reply back to the email, SDP treat it as new incident request. Please help. If my question is not clear I'll be happy to elaborate further. Thanks
Change ticket due date dependency
Dear team, Can we change ticket due date dependency instead of requester site to be technician site . Note: This requirement issue because we have several sites with different operation hours. Thanks
Supported QR Code Printer
Is there a preferred printer for QR Code? should any laser printer can support QR Code for asset scanning?
Category/Subcategory/Item Taxonomy
Has anyone developed (and is willing to share) a Category/Subcategory/Item taxonomy for all of the standard type of IT Helpdesk and Enterprise Application incidents and services (and problems for that matter)? Any help would be greatly appreciated. Thanks.
Asset scan - Wrong Product Type > CIType association
Hi, I have a problem when scanning assets. I'm using the agent and I configured a custom product as you can see in the following picture: The scan finds the exact model -> "Latitude 7490" but sets the CIType to "Server" instead of "Workstation - Laptop". If I try to edit the asset Product Name manually then it gets linked to the right CIType. This is the state right after the scan: Then I click on Actions->Modify Type: and without changing anything I just click Save. Doing so moves the asset directly
Pre-configured SDP with basic industry standard templates
Do we have or has anybody tried a pre-configured SDP with basic Industry Standard Template? Reason is we are doing a lot of Client POC, so instead of configuring from time to time Can we create (from back-up) or any other way so that we can load a pre-configured basic or advance configuration with industry standard templates. So that we can just load the back up on every POC request. Any suggestions are highly appreciated. Thanks, Allan
Windows Agent - Why port 9000?
Why is it that SDP is using port 9000 on the Windows Agent for scanning and fetching information? Is there a plan to change this in the near future? https://www.speedguide.net/port.php?port=9000
Flexible SDP PM Scheduling
Hello, I would like to see more options for scheduling PM in SDP. In my case, I want to schedule a monthly backup ticket. Since we follow the accounting calendar, we would need to to something like week 4-4-5 (x4) to properly schedule it. It would be nice. Thanks. Marco.
Service Desk Build 10501 Slow In Internet Explorer 11
Hi, After successfully upgrading our TEST environment to the most recent Service Build, I am noticing Service Desk is extremely slow in IE 11. This however is not a problem if using Google Chrome, its almost completely the opposite. Any idea's on what could be causing the issue with IE? Thanks
ITIL incident management & SLA & response time
Hello When defining SLA's in SD+, you can configure a response time: What is the criteria for triggering the response time? How does SD+ know that a response has been undertaken for a ticket? Is it the automatic mail to the requester, when a ticket is created in the system? when a technician sends a first mail? when the request status is set to 'in progress' ? Thanks for helping me to understand it. Best regards, Marc
License SDP Expire
Hi Manage Engine Support , We currently use the SDP type subscription, which will end the contract on 5 October 2019. In the meantime, we are processing the contract renewal which is under consideration from the management. Could you please let us know what will happen if we couldn't renew contract before 5 October 2019? Best Regards,
links
Does anyone know how i can link the following how do i link requester name, assets, department and site so that when the requester adds their name all of the above are auto populated.
Trigger notifications to requesters
I am looking to notify specific Requesters that a new hire is coming on board. These requesters will be in responsible for creating accounts for said new hires. I have a template setup for our HR team that will come to the IT team when someone is initially hired. I need to be able to perform a task that will notify users that are not technicians so that they can begin creating the accounts for the systems that they are responsible for. What is the most efficient way to do this? Thank you for the
flushing of logfile
Hi, In the logs directory there is a file called sso log. This has the size of almost 1 GB. Is there any way to flush the file automatically? We really don't need log 1 year back, and it should be flushed on a weekly basis. Best regards Thomas
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