Different template for mail request
Hello, I would like use different template than default template when request is created from mail. Is it possible? Michal
Projects
How do I auto schedule tasks in the projects module such that in case a date for a specific task changes all the dependents task date changes?
Script to set field on execution of business rule
Hi Guys, I have created a pick list field in the default request template called "Confidential" with only one option "Yes". The field name is UDF_CHAR3 I was wondering if anyone was able to provide a script that would automatically set this field to "YES" upon execution of a business rule that states if the Subject or description of the request contains the word "Confidential". ? We are on build 10005 using MS SQL Many thanks
API to get Attachments for all conversations
Not having much luck getting attachment information for conversations. We have a business requirement that the original request and all conversations, including attachments are sent to a secondary system. I'm currently writing a program to do so. I can get the original attachment but i cannot seem to get any attachments in the conversations.
Active Directory Deleted
Hi, Just a quick question we have a number of users who we have deleted from AD. Service Desk is showing the list to remove them but my Service Desk manager asked what happens to the requests previously logged if we delete the requesters from AD? Do the old requests lose the requester details or are they kept but the requester themselves are removed?
Help Me Understand
We use auto assign to round robin some of our tickets, which sounds like a great idea. However, we've noticed some extreme irregularities with it. Let me start by showing you the settings that relate. Here are the auto assign settings: Here are the group settings for one of the groups in question: And finally . . . here are the rather bizarre results (just from today for example): So, six people in the group, and their ticket count: Brian - 4 Andrew - 2 Joe - 3 Mark - 3 Daniel - 1 Michael - 1 Consider
Change Management Roles & Permissions
Folks, This subject continues to confound our organization, and when we talk to support, we start talking in circles. I've asked about this before, but I'll ask about it again: Other than the default role, what role do you assign to change roles? SDP comes with a default set of stages and Change Roles with permissions, but only a single User Role (SDChangeManager), which effectively grants a technician the full permissions to the change management module. (Although if I make a custom role, add the
Way for force completion of fields before assigning Technician
We have added some custom fields to an incident template to categorise the incident as software/hardware etc. The fields are marked as mandatory and also form part of the request closure rules. Is there a way that unassigned tickets cannot be assigned to technicians without these fields being completed? Thanks
Notify Technician when Status changed to Validation
Hi Is it possible to create a custom trigger to email the technician and requester when the status of the request has changed to "Validation" I am not sure how to create the script to achieve this based on "On Edit" Mike
List group for specific requester wich is a technician
Hello everyone, i need to filter group of a requester that is a technician. i want to list all support group for a the requester (technician) in a FAFR and from that list filter the group list only the group he is in. regards, Martin
MAPI support update
Hello, Can someone at ManageEngine provide an update on when SDP will support the MAPI protocol for incoming email? I know this was mentioned a while ago and they said it was on the roadmap.
CAB Approval
Is it possible to automatically approve a change when all the CAB members have recommended it?
Is there a way to view Cumulative permissions for roles?
Hi folks, I have many technicians (>100) with many different security requirements. Because the technicians may have multiple roles associated, I'm thinking of creating a tool that will show me the cumulative permissions (much like a resultant set of policy tool) so that I can see the cumulative effects of applying a role on a technician. My questions is: 1) Is there already a way to do this? Thanks, Adam
Notify Administration of Critical Requests
Is there a way to create a rule to notify members of administration (created in Organizational Roles) of cases that are submitted with a priority of "Critical" without making those users technicians in ServiceDesk Plus? (e.g. request with critical priority submitted -> notify $COO with case details in email template)
Enable User Survey for Specific Sites
Hi, I want to know if there is a possibility that the Survey can only be applied/enabled to specific sites and not to all? Thanks
Notify Administration of Critical Cases
Is there a way to set up a business rule to notify members of administration when a request of Critical priority is submitted without making them a technician in ServiceDesk Plus? Example: A critical case is submitted -> notifications sent to COO (set up in Organizational Roles) with details of the case.
SDP custom menu with Zoho assist
Hi! Through the zoho assist API and the personalized menus in SDP, has someone been able to do an integration? What is the objective? When an requester generates a ticket in SDP, the technician can send an invitation to the requester for remote assistance by zoho assist
Automatic assign call and status to 'in progress' when editing a request
Usually we get requests registered by mail. They are then unassigned and have status 'registered' in SDP. Technicians pick up calls from the unassigned calls list, look for a solution and reply to the request. Problem is that we have to assign technician and set Status to 'in progress' by hand by going to the Edit mode of the request. It would be much better when a technician picks up the call (from either the requests overview or the opened request) or when he replies to a request, the status is
Delete support group
Hi I need delete old support group. From GUI WEB "Groups cannot be deleted". I followed this forum https://forums.manageengine.com/topic/delete-support-group but dosen't work. Any suggestions?
Commons Fields
Hi, Am I right in thinking you can convert an Incident Additional field to be a common field used on Service Catalog, but you can't convert a Service Catalog field into a common field used on Incidents forms> Many thanks, Lisa @Database Name = Microsoft SQL Server@ @Database Version = 10.50.1600@ @Current Build = 9415@
Disable automatic message sending
Hello, How can I disable automatic message sending for one user when creating a request? Thanks!
Is there a way to copy Fielf & form Rules across Templates
Dear Experts, I have Question: Is there a possible way in Service Desk Plus to copy the Field and Form rules from One template to another. Scenario: Suppose i have more than 100 services and i need to add a form rule (on submit or load or create/edit). and i need the same rule in all services. is there a way to copy such filed and form rules to all serives instead of wasting time in defining the rules in each of 100 services separately.
[SDF-48997] Pausing Preventative Maintenance Tasks
Hi all, We have a large number of Preventative Maintenance Tasks that will run over the Christmas period. However, i would like to pause these if possible as I do not want them to run between 22nd December - 2nd January as our business will be closed for the festive period. Alternatively, if there is a way to pause the ServiceDesk in its entirety that would also be useful. Are they ways to achieve either of the above? Best regards, Reece
Technician Submit a Request as a Requester
Is it possible for a technician to submit a request using a template assigned to another support group? For example, if a technician from the software development team needs to submit a request to the software team. Currently, I'm not seeing any templates except the ones specifically for the technician's support group(s). I wouldn't expect that technician to be able to work on a request not in their group but they should be able to submit requests for other groups as if they were a requester. Thank
Email Notifications - Notes and/or Technician Assign
Hi, Does anyone know if it's possible to have email alerts get send to Requesters; but ONLY when the Technician is assigned, and/or when a note is added to the ticket. Thanks
Early Access Build - Not for production use.
Hi, I installed the service pack 10.0 Build 10000. successfully installed but after started service in a blue line top of the screen it writes "Early Access Build - Not for production use." Services are running clearly but cannot install the new update. which version is "10.0 Build 10002" when I click install button it gives me same issue. Regards, Ahmet
How to Change date format?
Hi How can i change to date format from Feb 6, 2014 12:18 AM To 6.2.14 13:18 Thanks shai
Migrate Service Requests and Changes
We plan to redeploy ServiceDesk Plus with a better service catalog and different settings for technicians and requests to make it more manageable. We have two environments, our current environment which contains all of our current requests and changes. The service catalog is hardly used in this environment. Then we have a second dev environment where we are adding our service catalog and redoing all of our current incidents. We'd like to push more users to the web portal rather than just allowing
Reports
I can't seem to figure out how to add notes into the weekly reports we run, and I am struggling with navigating through this site to find what I need as well. I have submitted a ticket but my response I got was to join the community. So here I am. I have an additional issue as well with reports. I can't seem to have a report focus on last updated but also include any tickets that have NO udpate on them. As the soul purpose is to send this report to remind my tech's what tickets need an update.
approval stage workflow when a dept head submit a request
Hi When the manager of a department submit a request and approval stage in the form is department head, approve request sent for himself? how we can disable this? Thanks
Denied Approvals
Hi, I have enabled the option where requester can edit their own requests, is there a way for a requestor to send the request again for approval after being denied? I don't want to involve technicians in this task every time!
Deleting multiple requests at once does not work (using 10.0 Build 10003)
When I select multiple requests and try to delete them... nothing happens... (besides the checkboxes being cleared). Is this a bug (and if so, will it be fixed) or is it a feature? Thank you for your support, Thomas
How to get rid of the Template Categories entirely?
We have no use for Incident Template Categories, as our user's requests are way too diverse. We just want them to fill in the default template when they select "Create an Issue" from the portal. Hence, I have deleted all categories and only left the default template. Now, when users "Create an Issue", they see this and can't proceed with the incident creation. If I create a dummy Incident Template, they can select this and successfully create the incident, but that's just an awful workaround (as
Can we Define Services of Other Departments like Treasury in Manageengine SD Plus
Dear Friends, Always Thanks for your valuable replies. I have a Question.... As we know that Manageengine SD Plus is ITIL based and it can be used to provide the IT Services to an organization. My Scenario is: For Eg. one of our non-IT Department(Say Treasury) is impressed with manageengine service flow and want to define the services provided by their department in Manageengine SD Plus IS it Possible that we define the Non-IT Department Services in Manageengine SD Plus? If So, then how about the
V3 API Release Overview
Hi Everybody, can you please share an overview of which SDP Release supports which Feature of the V3 API. Unfortunately we can't find an overview anywhere. Thanks in advance, Alex
UpdateManager.bat stopped working after updating Java
Hi, I have update Java to 8 Update 191 and UpdateManager stopped working. The Java UI pops up where you can browse for the location of the hot fix is not coming anymore. I tried to uninstall Java and installed older version with no luck. Can anyone advise?
API. Adding "Email id to notify" (emailcc) in ADD_REQUEST operation
Hi. I have issue with a simple thing. When I try to add emailcc in request (ADD_REQUEST) to SD API, API won't adding it (maybe just ignore this parameter). But with other parameters (even costume), I don't have this problem.
How can tasks all finished in change module that sent out the notifications from SDP
Hi, Would any body please can help to check for the question mentioned as title, we met the tasks assigned in change module, then all finished task in change ticket, then SDP won't send out any notifications of tasks status. Also I set the notification rule of task in request module, it don't trige the send action. Thus has any suggestions?
Business vs Technical Catalog
Hi folks, A noob questions here: I understand the difference between the business and technical service catalog, but what is the difference in SDP when defined as such? Although both service category types appear to display "IT Service Category" when edited, after creating a Business Service Category, there is one fewer field (Business Criticality) then a technical service category. Also, the Techical Service Category type has a "Managed By" field and the Business Service Category type has
Difference Between IT Service Category and Business Service Category
Dear Friends, In SD Plus i notice that when we define service categories, we have an dropdown option to either select IT Service Category if Business Service Category. However i dont find any difference in services that are defined in each of these categories!!! what is the significance to have Business Service category and how both workflows differ. i will be very thankful if anyone can explain with reallife examples. Thanks
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