self service portal
is it possible to change the submit your request widget to the template directly?
CSV Import requesters with same email
Hi, there is a way to import via CSV a lot of requesters where most of them share the same email address? I tried a bulk import but records are overwritten. Thaks, Regards
Change incident catalog icons
Currently using the professional edition of Service Desk Plus and have been building our incident catalog, however, I seem to be unable to modify the icons that are displayed next to each service category without having access to the service catalog module which is slightly bizarre. I found a post (https://pitstop.manageengine.com/portal/community/topic/changing-service-categories-icons) from 5 years ago and SD-49758 being attached for development but nothing since. Am I missing something or has
Report on Shared Requests
Possible to get a report that shows shared requests (incidents and service) on hold status? Would like who shared with, when shared, requester, technician, title, request #, created date. using ver 9413 on MSSQL Thanks
New Survey Report
Hello, Could I assign Survey Report to an user that isn't Admin? This report is very useful if you are able to share it with users that aren't Admin. Best regards Sebastian
Making reply text by technicians stand out?
Is there a way to automate, in some fashion, formatting of the text in a technicians reply? I wanted to make sure that the reply of technicians really stand out to requesters, so that it's the first thing that catches their eye in the emails that get sent to them when their ticket is updated. Maybe highlighting the text or changing the color of it, or maybe even bolding the text. The issue is that counting on technicians to do this themselves in the portal, or when replying to the assignment email,
Query Report
Hello, I would like to build a query report showing me a list of all tickets have been updated or changed, or even added a note by a Specific Technician. It would be great if you can provide me the query for this report…. SDP Version: 9414
'Pinned' Solutions in Self Service Portal
Currently in the Self Service Portal settings, there is an area called "Popular Solutions" It would seem the function of this section is to show Solutions that have been marked as available to the Requester, and rank them based on the amount of views. The problem with the above is that if we have 30 solutions published in total, not all of these will fit on this front screen. The amount of views will also push certain solutions off the front page, and most requesters are unlikely to search the Solutions
Add dependency among Pick List Values - External Database
Hello! I have a scenario similar to this: Scenario: Creating Country-City-Support Rep dependency. When we choose Country, City field should automatically populate with available cities of that country. When we choose City, Support Rep field should automatically populate with available Support Rep in that City. But the pick list values are very big and the values are in an External Database. Is there any way to obtain this values from the External MS SQL Database and dependency? Could you help me
Sharing ticket conversation update with group members
Hi All, I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it. So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation
User Survey not working
Hello, After update to 9413 our user survey not working :( User see error from attach 1.jpeg. When I try edit survey configuration I see error from attach 2.jpeg. Also I can't see survey reports. Because no data available. What I need to do to resolve this issue? Regards, Anton
Automatic notification to Technician for old Requests
Hi all, Please share a few points in how can we configure a feature that will send automatic notifications to Technicians when a specific time interval has passed and assigned tickets were not edited/updated. This should be active only for specific Statuses. Is this feature possible to accomplish in Servicedesk Plus? Thanks a lot for your help.
Can't import conversations
Hi All, I am trying to import tickets data into our SDP instance. I can import the requests themselves, but when I try to import the conversations, I get the errors that look like this, for all conversations: 0489001 Failed Exception while trying to populate table Notification, for the sent notification. As you can see they don’t tell much. The import fail with this error even if I import only the mandatory fields. Does anyone have any idea what I could be missing? See attached, a sample of the csv
Custom Report
Hi ManageEngine I was hoping to have assistance with a report I need. I need to create a report each month for each account with the following columns; RequestID Subject Priority Request Status Requester Technician Created Time Created By Group Category Subcategory Response SLA (pass/fail) Resolution SLA (pass/fail) Your Version : 9.4 Build 9404 Thanks in advance, Adam
ServiceDesk Plus and Dashing
Good afternoon! Recently, we started to use (test) ServiceDesk Plus. We really like this system and we continue to study its possibilities and We use the OpenSource system "Dashing" and output various information. We would like to display information on various dashboards from ServiceDesk Plus. Dashing can work with api, but I can not get data or can it be better to receive data directly from PSQL? Can you help with this?
Is it possible to change task assignment based on Technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field when the technician is changed. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
Mail Fetching Not Working
I just discovered that mail fetching hasn’t been working since last Thursday. I rebooted the server twice and stopped/started mail fetching with no change. I decided to re-enter the password to make sure nothing was incorrect there. When I saved the new password, I received the error below: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. We renewed our Exchange certificate last
Mandatory Attachments
Is there a possible way to mandate attachments when creating a request? This would be a really useful function.
(HELP) - HISTORIAL SERVICE DESK PLUS
Good evening dear, About the Service Desk Plus, I need to know in which ROUTE I can find the file that records HISTORY of the changes that are made to each request in the application. Who can help me? Regards,
Self-Service Widget - New Request?
Salutations! I've been trying to configure a custom widget in the Self-Service portal to streamline creating/submitting new requests directly from the requester home page. I created and added a new widget using the URL (https://ourSD+url.com//WorkOrder.do), it looks like what I expect it to and creates a new request. The issue is the widget doesn't reload correctly. I've attached screenshots of both before and after. Is there a different way to create such a widget, or are there other predefined
List of Rejected Request of User
Is it possible for the Approver to view the list of request that they Rejected or Approved? Or it can only be done in the Query Report?
Applications Manager/Servicedesk Plus
Is there a way to add the plasma view of our App Manager dashboard as a widget on the ServiceDesk Plus Technician Screen? Every time I attempt to do so, the widget does not load the page.
ManageEngine Self Service Portal Customization
Hi all, i am looking to customize out self service portal to also include the ability to raise a new change.as well as a new request. Has anyone done something similar? Thanks in advance. Brett Jorna
Schedule time off without Backup Technician
How can I schedule time off without requiring a backup technician? I select Don't take any action on the request but "Backup Technician" still appears on the calendar during my time off.
A Reminder on task for you.
Hello Everyone, I am trying to locate the notification template for "A Reminder on task for you". that i received. I checked all the notification under Notification Rules\Tasks tab, however, non of the enabled notifications matches the one i received. The notification I received was for overdue task. Please assist. Thank You Raed
Service Request Template Technician view only
Easy one...I have a Service Request template. I have the "show to requester" UNCHECKED. Should Technicians still be able to see and use it? I originally thought they WOULD be able to. I want to make a template for Techs only. If the above is incorrect, how would I do this? I ask because I have this and one of my senior techs gets a "not authorized to view this page" when I send a link to the specific template. Thanks David
Reply / Forwarding Mail in conversation Continue to use incoming date as variable
Hello, we also send e-mails to external service providers via an ID. If we then answer or forward the service provider's mail, the date of his mail cannot be indicated as variable, right? As a normal reference as with a mail client. The variable $Title takes the subject of the mail, but $CreatedDate does not take the creation/send date of the mail. Can someone help me to use the send date as a variable? Thank you very much. Christian
Restoring Backup Failed after Changing DB
After upgrading to latest build and changing DB from pstgre to mssql, i experience an error on restoring the backup, see print screen attached. Looks like a .png file in the backup is causing this problem. Then i tried to reinstall SDPlus and tried to restore the backup again, it result on same error. Then i tried again restoring backup on couple days ago, it is still the same error. Seems like all backup file are corrupt. Any suggestion on how to solve this? Thanks all in advance! :).
Associate Component to User
We created an Non-IT asset called Peripherals and what to assign peripherals to Users. But, the option is not there. All we see when changing the Asset State to In Use, is Associate to Asset. See attached picture. We also want to see Associate to User or Assign to User.
System and hardware requirements for self service
Hi, What are the system and hardware requirements for self service? We have 5000+ users in the company that could potentially use self service (over 10 different self service request types) but i need to know what the system and hardware requirements are in order to avoid the system crashing if a large number of users start using the system all of a sudden. DB: MSSQL Build: 9.3 Build 9335 Thanks.
Google OAuth
Hi, Does anybody has make the configuration or integration between SDP and Google, to use google´s oauth? Best regards.
Email Reply Not Updating Existing Ticket
We are experiencing an issue with our ServiceDesk Plus where a user replies to an existing ticket and it will not update the ticket. It happens sporadically and we have not been able to find the cause. We have reset the server twice and still we are seeing an issue. We first noticed it when the system crashed due to our server hard drive being full but we have cleared that up. Any help would be greatly appreciated. Current version 9334
Ticket retrieval from Archive errors
Hello Team, I have a question about the tickets that have been archived. I am sure these tickets cannot be searched but when we have the ticket numbers some are accessible while some give you an error like the screenshot attached. Just wanted to know what do you think might be wrong with the ticket retrieval? Thanks and Regards, Kishore
support group owner as changemanager
Hello, i want to set the group owner (support group owner) as the changemanager. i looked at few post but group owner subject is not the most wanted subject. any idea anyone ? Regards, Martin
Is it possible to assign a task based on technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
Combine Task/Request in one report
We'd like a query to capture both Tasks (request, change, project) and Requests that are over not closed and are older than 6 months - sorted by Technician: Technician Request/Task ID Request Status Created Date Created By Subject Project Title We'd like to be able to modify the query to filter by Technician
TaskUpdate Script: Using a user-defined field to populate in the title of a Requests task
Hi folks, Is it possible to use taskupdate.py to populate the contents of a custom field for a ticket within the ticket's tasks? We have a user termination process with a ticket that has about 20 tasks. The title of the request is formed using a form rule and takes a custom field. For example: Customer field = Employee to Terminate: John Smith Title = Terminate Request for user: John Smith. Each task says something like: Task: Terminate AD Account Task: Terminate Salesforce Account Task: Terminate
Need a field in Requests View who showme the associated change
Hello everyone. I'm in need of the next one. A field, which can be seen in the Request View, that shows me the associated change (change initiated due to this request and / or request caused by change) to have that information visible at all times. It is possible to make in an easy way? Thanks in advanced for the answers. Best regards. Facundo
Resurrect deleted technician and keep history
A technician account got deleted. He is still active in Active Directory so I created a new account for him. He can now get in but has none of his former history. How can I either attach that history to his current account OR delete the current account and resurrect his old deleted one which DOES have the history attached (according to the SQL tables)? So in the below I want to killl user ids 8701 and 9604 and bring 981 back from the dead. Possible? Kind of urgent. Thanks
Configure Service Request Due Date
Can we set the Due Date when creating the request ? We have a service request with "Requested Delivery Date" and users want to copy the date details of this field to be the request Due Date. Can we do this in service desk where after we submit the ticket, it will instantly copy the field data?
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