Auto Change SLA based on Category
is it possible to automatically change the template's SLA based on the selected Category?
Request Catalog: Display Informational Icons at all times and not just during a mouse-over
In the service ctalog, is it possible to display the informational icons at all times rather than only during a mouse-over? We have many users that, for efficiency purposes, tab through the fields. The Informational icons do not display when tabbing into a field, but I'd like the requesters to know they can <click> for additional information. -Adam
Change technician after request is approved
Is there a way in Servicedesk Plus to script a way to change a technician after a request is approved.
Can we have on SD Plus Home Page Different icons to click to load different Department Services
Dear Friends, Is it possible to have following in Manageengine SD Plus: on home Page i will have different Icons like: Create New IT Service Request Create New Treasury Service Request Create New HR Service Request So, If User Click on say- "Create New IT Service Request" , the service catalog of IT Services are loaded. If User Click on say- "Create New Treasury Service Request" , the service catalog of Treasury Services are loaded. If User Click on say- "Create New HR Service Request" , the service
Max number of changes per project - V9.4
Is there a way to change the max number of changes that can be assigned to a project? Currently I can only assign 25 changes which is not enough for the project I am currently trying to manage in SDP We are on 9.4
Comparing This Year vs Previous Year
Comparison of tickets completed in 2017 and 2018. MYSQL
Query to display all templates that have the Description field marked as mandatory
Hi folks, I have an issue with upgrade 10.0.10001 whereby the description field, when marked as mandatory, doesn't recognize that someone has typed text into the field and so they can't submit a request. I've submitted a ticket, and I've found that if I remove the mandatory requirement, save, re-add, and save again, the issue no longer occurs. Since I need to get through this quickly, can you provide me with a query that will show me all of my templates that have a mandatory Description field? Thanks,
Disable Email to new requesters
Hello, I've got AD Sync working flawless on my instance but everytime I create a new user the SD, after the next sync, sends an email to the user informing of the hashed password on the SD plataform. Is there anyway to disable this email from being sent ?
Installation
How does analyticsplus get its data from service desk plus, if its deployed on a separate server. Note: am new to analytics plus.
Python script - creating child requests from information contained in parent request (Part 2)
Hello! I originally posted this https://pitstop.manageengine.com/portal/community/topic/python-script-create-multiple-requests-from-parent-request-6-3-2018 a few months ago where I was having troubles with resource section fields. When populating child request descriptions with the contents of these fields, it wasn't recognising them as a string. I solved that with a ".join". Now, after having upgraded, the scripts are no longer working as the fields are now seen as "dictionaries", not "lists" and
software assets
any idea on how to manage software assets?? the reports don't work, the 'type' and other options i dont' know where it comes from and how can i go and change them. like 'managed','freeware' and all those... how do i go ahead and manage my software assets entirely from sdp. even if i input the license keys for a particular s/w for the individual user, it will show only in the 'scanned software' and not in the software licenses. and if i need to show it in software licenses, i have to allocate licenses
Active Directory import
I'm adding a new domain and I just need to import a few requestors from their domain. However, when I select import requesters, I get an error that says 'couldn't bind to active directory server." the account I am using is a member of domain users. Are there any other groups or security permissions that this account needs in order to do an AD import?
Delay API response
Hello, I am trying to get the username for a specific technician using the technician's ID. I am using the "Get All Requesters" API and in the end I do get a response but always with a big delay (~20 sec). Do you have any idea why that happens? For example, when I need the email from a requester the request is made almost instantly. Thx
Allow all users to see all requests for a specifc template
We have security set up where users can pretty much see their own tickets. We are bringing a new function (template) into ServiceDesk and the users want anyone in the company to be able to view all requests for that specific template. We don't want to change our overall security. Is there a way to allow users to see all tickets for just one template? I tried creating a user group and associating it to the template, it didn't work the way I'd hoped.
Report that shows usage of templates in request catalog current year
Hi, Is it possible to make a report that's shows the above? Regards Kjeld
"Open Changes" View: Showing Closed - Rejected Changes
Hello, We have 3 closure statuses: Complete, Cancel, and Rejected - When we change the view in the Changes tab to "Open Changes", changes with the Stage of "Close" and the Status of "Rejected" appear in the view - Is there a setting we are missing in our workflow to properly close the ticket, or is there an issue with the query of the view? Thanks, James
Release 10.0 -- Suppressing "Request Life Cycle" video advert
We’re planning our upgrade to release 10 next week, but we’d like to suppress the Request Life Cycle video advert since we aren't ready to offer that as an option to our various support teams until we have familiarized ourselves with it. How can we prevent this from being displayed to our users? Thanks, Adam
Unable to view Approval details
Hi, When we are using approvals as part of incidents and there doesn't appear to be a way within SDP to view the details of what was sent for approval. Our technicians tend to add additional text to the approval and it is not possilbe to view what was requested for approval without referring to the approval email that is sent to the approving person. Are we missing some setting that is preventing us from viewing what was being sent for approval? In the incident history there is only an entry
How to remove Topbar in self service portal
Hi Do any of you guys, know how to get rid of the topbar ( marked by the arrow) I want a cleaner look, and it's a pain in my eye
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
[SOLVED] Change print preview customizer defaults
Hi Is there a way to pre-unselect some options when a technician open this view? Right now technicians have to unselect some of the options every time they print a request. Best regards Robert Lundgren
Self Service Portal HTML Changes
Does anyone know how to modfy the code in the attached section/widget. We do not like the out of the box "How Can We Help You?" section that cooresponds to the Service Catalog and want to make it simpler for users but not change the heirarchy structure of our Service Catalog. We were told by phone support that there was an HTML file that we could re-write ourselves, but they have since changed their mind.
How to find scheduled reports?
We have some reports that get emailed to us on a weekly basis. However, I'm unable to find these reports in SDP at all. Is there a way to search for reports? Or find a list of scheduled reports? When I clicked the Showing dropdown and selected Scheduled, it didn't list anything. I'm using SDP 9425. Thanks.
Update Virtual machine host using api
Would like to know how to update the field (Is Virtual Machine) under Server using api. I tried this but not work. Thanks <parameter><name>IS VIRTUAL MACHINE</name><value>true</value></parameter><parameter><name>HOST</name><value>machine</value></parameter>
Asset Manager Role
Hi all, Is it possible to limit in some way the functionality of the asset module available to a technician when it has been assigned asset management privilege? I am not talking about the standard yes/no possibility of "full control", "view", "add", "edit", "delete" and "scan". Rather I would like to give, to a technician with asset management privilege, the possibility to operate only on a restricted number of assets and not on all the available assets resource in the system. Best regards Antonio
ServiceDesk Plus on-premise Staging/Test System
Hi folks, I saw this question was answered some time ago (over 2 years), so I wanted to see if any additional automation or documentation has been added to accomplish this. My goal is to have a relatively easy and automated staging system to test both configuration changes and patches/hotfixes. I've got an application server, and I'm replicating the VM from the server to create my test system. I have my database on a dedicated SQL server. My plan is to attach the test server to a copy of the database
Hide Closed Status
We currently Resolve calls and have them auto close after a set period. We do not want any technicians closing calls. Is there a way we can retain the current method where calls close after a set period but not allow technicians to choose the close option? Also once closed we do not want any call to be reopened under any circumstances? Is this possible? Thanks
Retrieve asset support contract
Hello, i am looking for a way to retrieve the support contract of asset when it exist. this is to be include in the incident module only. i need to be able to extract the support contract name, number and phone number. any idea ?
Processing Out Of Office emails.
One of the techs indicated that someone he was emailing thru the SDP application was out of the office and had it turned on. The response was never captured in the ticket so he was unaware the user was out of the office. It's like the SDP didn't process the email. We have it set up this way: The email associated with SDP is used to either create tickets or it will append the ticket when someone replies if ##ticketnumber## is in the subject. Regular replies work, just not if it's an Out Of Office
Tie Custom Request Templates to Default Request Template
Recently after the upgrade to 9422, I streamlined our default request template as the upgrade modified our existing default template. I am actually happy with the upgrade, but now see that I need to rebuild each individual custom request template to include all of the changes made to the default. Is there a way to permanently tie custom request templates to the default request template so that changes to the default template automatically update on each custom template?
Is it possible to create a new change record via email?
Hi, Our organization is very familiar with generating requests by email. Is it possible to use the same type of email-in technique to create new change records? If so, how is that accomplished? If it's not possible to create new changes by email, what are my options for automating change record creation?
Sending notifications form specific request templates only
Hi All, I'm hoping for some advice. I would like it create a request template for user password resets. Once the request is resolved i would like to automatically send an email to the user advise the password has been reset and to call IT if they did not request the change. Is this possible? Thanks in advance
Auto-assigning technician's using email
Hello, I'm trying to auto-assign one of the technicians using e-mail commands, however, it doesn't seem to be working, the mail arrives and it gets parsed into a request however it remains unassigned I'm sending you a screenshot of 1) My email command setup 2) the mail I am sending Could you please assist me? p.s "tkurtskhalia" is one of technicians username Thank you.
Technician Auto assign
Hi Guys, Is it possible to choose Technician Auto-Assign from for requests that sit in certain groups only? For Example, we have a default "Service Desk" group that requests created by email come in to, and we want to enable auto assign for only open/on hold requests for that group. I had a look at the exceptions part of auto assign and "group" does not appear to be one of the filters there. Best Regards
Update Fields on Request when approval is rejected/denied
Is there a way to update request field values after the request is rejected? I am attempting to update the subject field on the request. The form and field rules on the template will not accomplish this for me, and the business rules do not have "approval status" as a condition variable.
Questions on self service portal widgets
Two questions concerning widgets we would like to create on the self service portal: - We would like to create a widget which lists important hyperlinks to company resources - When I create a link to an internal resource that requires authentication the page does not display or states 'Unauthorized'. An example of this is a company SharePoint site that contains documentation. What account is being used for authentication to these sites? Is it the service account that runs the ServiceDesk services?
Support Groups following tickets
Hi folks, We have traditionally allowed all of our technicians to view all tickets across SDP. We have distributed Tier-1 service desks that escalate to a centralized Tier-2 to Tier-4 groups. (That is, the Tier-1 is a single-point-of-contact support desk for customers in that area. For security reasons, we are going to be implementing roles that prevent groups from seeing tickets in other groups. However, what we really need is for the Tier-1 technicians to see all tickets submitted by their customers
Self Service Portal Report an Incident Widget
Ok so on the "Customize Self Service Portal" there is a Widget called Report an Incident. Is there a way to hide the "Request a Service Option" I ask this as in the Free Version of SDP you cannot create Service Templates so this being in the Self Service Portal and linking to a page of blank page of templates is confusing to the end user is it possible to remove this button from the widget. Cheers.
Worklog Timers for Worklogs in Tasks
do we have worklog timers for worklogs in Tasks ?? if we use nowmal worklog timer then the worklogs of incident request is updated... but if there are several tasks in a particular ticket then we need to have the worklogs of those tasks also to have some kind of timer to calculate the end time automatically. do we have such ?
How to schedule a PM request for last day of every month
Hello, I need to plan a PM APPLICATION for the last day of each month. I have a question, considering that the date of the last day of the month depends on the month in question and it can be 30,31,28 / 29, what do I choose in the every month Schedule option? Thank's in advance for answers
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