Survey Link for Public Access
Hi, Our ServiceDesk is only accessible within a VPN managed network, therefore if a Requester is outside of our network or is not connected to our VPN, he/she won't be able to open the Survey Link. Will changing below be able for our external Requesters open the Survey Link? Version: 9.4 Build 9409
Helpdesk Survey
What questions is everyone using for their surveys? trying to get some new ideas.
editor field in a service request form
Hi all, Is there a way to set the editor field with a default value during the service request form design? regards Antonio
SDP with Desktop Central agents?
I know DC can push inventory information into SDP, but I feel like this isn't leveraging a lot of the functionality within SDP for asset management and more regular updates and asset association. How is everyone else with the two solutions managing their endpoints? Both Agents? Is this supported/preferred?
Approval Email Customization
Would it be possible to use the Custom Triggers to send a customized Email to the Approvers? Here is an example of what I would like to do: Attention Project Director: Molly.Gary@gtri.gatech.edu An order request on your project has been received. YOU MUST APPROVE this order, before the order will placed! Even if overnight shipping has been requested, the ORDER will NOT BE PLACED without EXPLICIT AUTHORITY from the Project Director. You may respond to this E-mail with APPROVED BEFORE ANY ACTION
New Field on ME SD Project Template
Is there any way we can more field on project template?
[SOLVED] Domain name from email adress report
Hi all I would like to know is there possibility to create a report by requester's email domain For example: all requests (with all columns) from *@contoso.com ? Thx
[SOLVED] API v3 - Internal Error when I try to put a new request with postman
Hi guys, When I try to put a new request with postman, I receive a 'Internal Error" Can you help me ? { "request": { "subject": "TESTE *** Unable to fetch mails", "description": "I am unable to fetch mails from the mail server", "requester": { "id": "1068" }, "request_type": { "id": "301" }, "impact": { "id": "3" }, "urgency": { "id": "4" }, "mode": { "id": "1" }, "service_category": { "id": "601" }, "udf_fields": { "udf_pick_1802":
Mandatory field for closing request (bug on 10010) (SOLVED)
Hi. With SDP 10.0.0.10 a mandatory field to closing a request does not showed when you want to close ticket using the “toolbar” on right panel. We have created a custom field called “CdC” in our installation, is a mandatory field when you create manually a new ticket or when you want to close an existing one: Does anyone have the same problem?
Deleting incorrect departments
I've seen this question posted several times so I've done what I can so far. We have several departments that were imported that should not have been. Mostly because the department name was just wrong or it was a duplicate. I've gone though each request/asset/requester and made sure any trace of these wrong departments are gone. However when I try to delete the department I still get the message saying "Department is being used by a module. Hence cannot delete it." I've reached the point where I
[SOLVED] Translations - need to change the Default Request text field
Hi team I need to change the text field "Default Request" and its relative description in Italian. I tried to find these texts under Italian translation but I can't find them I searched "Default Request" under Italian Translation only because is what it display to me if I have my SD in Italian Thanks Stefano
change language for spell check
Hi, Is it possible to change the spelling correction language? I do not see in the administrator options any section where to select language for spell check
[SOLVED] Upgrading from build 9305
Can anyone advise how I would go about upgrading from build 9305 ive looked on the update site for the upgrade path but it starts at build 9334. Thanks Ian
[SOLVED] Rest API - Return number of open tickets of one support group
Hello, is there a possibility to make a api line to count the number of open service requests of one single support group and return the value? Thank you!
[SOLVED] Search for a specific Request using the API
I would like to make a call using the API and return a specific ticket by filtering on several categories. I think it is possible or almost possible but I am slightly hung up. My problem is that the documentation says to "Get all requests" I should use a Get method, but in the documentation also tells me to send input_data in json to specify my search parameters but if I do that I would have to send a POST or a PUT. Here is what I have: in Powershell Invoke-RestMethod -uri [URL/api/v3/requests] -headers
[SOLVED] Customize Button from Issue Catalog to Incident Catalog form requester view
Hi, is it possible to custom the button from Issue catalog to incident catalog from requester view. Kindly advice. Thanks.
[SOLVED] Generate incident template subject based on requester name
Hello, I've done some searching on this but I guess I'm using the wrong terms. Is there a way to set the subject of a request when created using an incident template to include the requestor's name? For example: Mary Smith uses a template to submit an address change. When submitted, the subject would read something like "Address Change for Mary Smith." I would like this to happen automatically with the existing requestor's name and not with a field where the requestor has to enter their own name.
Upgrading ManageEngine
We are currently on Version 9.3 Build 9335, and we're hoping to move to the latest version. I have a couple questions: 1. Do we need to download and install all service packs (9400, 10000, 10010), or do these roll up, meaning we will only need to download and install the latest service pack (10010)? 2. If we are required to install these sequentially, do you recommend starting the service, testing functionality, and performing a backup between each service pack? Or should we simply back up at the
Workstation Tracking Issue !!
Hello, I'm having issues while tracking a workstation through Asset Explorer. For example if a User A is assigned a Laptop and after few days an another laptop is assigned to that User and we taken back that old laptop from that User. The system will create a new row with a name "old". But if i assigned the old Laptop to some other User, it will loose the information that the Laptop has been used under User A in the past. Is there any way to track the Laptop history, that how many users have used
Lack of functionality in Problem Management module.
I've noticed a lack of functionality in the Problem area of Service Desk+ I've only started looking into the Problem Module recently and we're using version 9.3 Build 9335. I'm interested to know if any of this has changed in subsequent versions, and if so which version 1) While Problem has a site field, there is no way of reporting on 'Region' that is linked to that site. We have several Service Desks around the world which each have a list of sites associated to a region (eg: EU, APAC, etc). Under
How to consolidate issue and request templates?
Hello, We are exploring the idea of simplifying our options in the Service Desk for our end users. I thought in the past I'd seen a way to consolidate request and issue templates into one list. Is there a way to do this? So, instead of an Issue and a Request button (2 buttons), there'd just be 1 button to display everything. Thanks, Joanna
Ticket closure rules for specific fields
We're using SDP 10009. We have some custom fields set up. For two of the fields, we want to make them required based on the value of another field. Here's our set up: Essentially, if the technician has Visited Site = Yes, then Mileage and Travel Date are required before the ticket can be closed. I looked at the Request Closing Rules and it seems more like a global list of required fields. I thought about going into Business Rules and creating a rule, but it seems like I would need to create two rules:
Pop up list of ticket submitted when requester select the item (that has been raised before)
Hi, Is there any way to prompt the list of ticket submitted when requester select the item (that has been raised before) For example: Requester already raised 3 tickets item: mouse problem before this. The tickets has been resolved. Again the same requester raised the same issue item: mouse problem. When the requester select the item: mouse problem, system will prompt list of ticket that raised before (same item: mouse problem). This is to avoid requester to create another tickets with the same issue.
How to view all notes in job (SDP 10b10004)
As per the subject. In SDP 10 all the notes are rolled up. It's time consuming to expand all notes and search for keywords. Is there an expand all button I can't see?
[SOLVED] How to close a ticket in API
Hi, I'm using the API to create tickets from another system, which works fine. However, what are the parameters needed to close a ticket ? Thank you very much.
Asset explorer agent not communicating with the server
Hi, I have upgraded the Servicedesk from version 9202 to 9309 and deployed the latest agent through the domain. Unfortunately the agent is not communicating with the server after that. Tried installing the agent manually also. Server side Asset History shows as follows, Servicedesk Details are as follows Edition = Professional, Ver 9309 DB = MSSQL 2014 Asset side Appreciate if you could help me on this. Regards Murali
ServiceDesk Plus Admin passwrod
I was in the ServiceDesk Plus yesterday morning/afternoon and then last night I couldn't get in. I tried following the instructions here https://www.youtube.com/watch?v=e1bxMbcuEww but they didn't help. Any kick in the right direction would be great. Thanks,
Translation problems
Hi! We've translated the SDP to Swedish and wanted to do some manual translations. The translation function itself worked but when restarting the program/server it does not go throu and translates. I don't know if its cause the text i want to translate is on widget, and if theres another thing to bypass this i'll gladly want to know. Check attached pictures to see what i mean. Best regards, Pontus
Multiple Views - My pending and Unassigned Queues
Hi I'm just wondering how everyone else views multiple queues. Our technicians need to be able to view Unassigned queues and their own pending queues at the same time. Previously we used to be able to do this by opening ServiceDesk in different browsers. Now if we change the filter in one browser it updates in the other when it refreshes. Does anyone else get this issue and have any advice on how to get around it thanks
AMS Expiry Notification
Hi , AMS expiry notification message is displayed to all my technician. How to hide it permanently for all techs? Ideally, it should show only to administrators. Any suggestion? Regards, Ramesh
SQL Tables Version 9.4 Build 9410
Hello, I was wondering if there was any type of document/master list which tells you about each table in the SQL DB of manage engine and a brief description of the contents of the table.
Hiding Solutions from requesters.
We are just rolling out Service Desk Plus, but the Solutions section is going to start off unpopulated. We'd prefer not to give an "empty cupboard" to our users initially. Is there a way to hide the "Search solutions" area of the requesters front page, and the "Solutions" tab, until we are ready to release it?
Solutions 'Content' is still hard to see.
Just playing with the Demo in V10 and in solutions you can expand fields like Title, Keywords etc but not the actual content. This is the one that needs to be expanded the most to try and see how the solution is formatted etc.. when you add a picture you can't get a feel for the layout having to scroll top down and left right..
Alternative to closing rules
There’s no way I can see to create closing rules for specific groups or roles so I was wondering if anyone had a way of doing something similar with Business rules or custom triggers? I’ve got a radio field called “Escalated” that I want to set as mandatory if a closure is performed by our second or third line groups, they don’t tend to edit tickets so field and form rules aren’t effective in this case. Additionally our other groups don’t use the “Escalated” field so don’t want to skew our data by
[SOLVED] Disable/Hide Description Field via Field and Form Rules or Script
Hello, Is there any way to disable or hide the description field of a request/incident? Ideally we would like to disable the description textbox until the user has populated other dropdown fields so we can customize the text in the description field. Currently if users enter in text into the description field, and then choose the mandatory dropdown value, the description text is reset and the user must re-enter the data from scratch. Thanks, James
Changes in GUI in later versions of SDP
Hi, We're testing out SDP 10008 and our users (and myself) have some opinions about the new gui for requests. I'd like a setting to customize what fields are shown in the right panel and also a setting for hiding the panel globally for all technicians. The request-page contains alot of information as it is and we think that the right panel makes it more cluttered than before. It's also quite difficult to quickly overlook the request page for a less experienced user, maybe separating the description
[SOLVED] Incident Template - Workflow - disable Approval Workflow?
Hi, I have the problem, that the first creator of an template clicked on an Option in the "Approval Details". Now the requester don't see who has the ticket. I want to disable this option, because we don't need it for this template. But all I can do is click one of this option, but have no chance to disable it. How can I resolve it? Or is there another option, that the user can see who is work on his ticket? (This problem just occur in this one template where the Approval Configurations was selected)
Requesters to submit for approval
Hi, I would just like to ask, are requesters able to use the function Submit for Approval? Thanks! Geraldine Legaspi
Is there any internal database description?
Hi, I'm building several custom reports and need to calculate some KPIs based on Changes/Requests data. We are using 9.4 Build 9425 on-premise MSSQL version, can I get the documentation for this DB?
[SOLVED] create request with custom template
Is it possible for technician from certain gruop to create request with custom template? Business Rules (with criteria 'Group is') don't work Regards, Michal
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