How to add a widget to show requesters assigned assets
In SDP how can I show the assets that are assigned to individuals in the self-service portal? Ideally, I would like to expand on this. I would like to show all the requesters assets in one widget and if they are a department head or contain some other permission then they can see all asset that is assigned to there Department or site etc
Automatic task reminders
Hello, Is there way to have tasks automatically set a reminder for who the task is assigned to? I would like to create an indecent that assigns multiple tasks to multiple people and have those people get reminders after a certain amount of time. Cheers, Zack
Customer trigger to share request when created by a specific department
Hi, We would like to have all requests created by a specific department to be shared with another requester. It looks like the only way to do this is using a script with a custom trigger that will be executed when a specific department creates a request. Does anyone have a current or similar script that performs that action, or is there an easier way to accomplish this task? Thanks for your consideration
Default search for assets
Hi, When in the assets module, is it possible to change the default search option to always be se as "Workstation"? Our technicians mostly use the assets module to manage workstations and it would be handy not to have to change the search option every time. Regards, Alexander Nordin Region Halland
startup error
Root Element Missing at System.Xml.XmlTextReaderImpl.Throw(Exception e) at System.Xml.XmlTextReaderImpl.ParseDocumentContent() at System.Xml.XmlTextReaderImpl.Read() at System.Xml.XmlTextReader.Read() at System.Xml.XmlReader.MoveToContent() at System.Xml.XmlReader.ReadStartElement(String name) at MySQL.Utility.Classes.CustomSettingsProvider.GetPropertyValues(SettingsContext context, SettingsPropertyCollection collection) at System.Configuration.SettingsBase.GetPropertiesFromProvider(SettingsProvider
Repeating Subject/Title when replying to Users Reply in Requests
Hello, Could someone point me in the right direction to fix this? Here is what is going on: 1. User A Sends email ticket to Helpdesk@domain.com. A ticket is created with the RequestId of 92831 2. Technician A Replies to the ticket. The subject line in the Compose Reply Message looks like this in his response: RE: [Ticket Number :##92831##] : Test 3. User A gets the email and replies back. 4. Technician A Replies to the Users reply. The subject line in the Compose Reply now looks like this for the
Custom Trigger for Change
Hi, I'm looking for a possible solution to be able to send an alert reminder email to a Change Owner if their change has been open for 30 days, 40 day, 50 days, etc. The reminder trigger idea is to ensure that the Change is not left open by accident and is completed by the owner. Is there any solutions for this currently available? Thank you, Darren
Remove Archived Calls
Good morning, I am looking for a way to remove calls that are Archived from a certain date, ie for example calls that are archived that are over 6 months olds. The database we are using is postgress. Kind regards Jayesh
Servicedesk remove application license
Hello to all, there are any way to remove Servicedesk application license? Thanks in advance
How to view requests and tasks assigned to my groups in the same view
Hello. In the requests view, there is a filter that makes me see the requests and requests with tasks assigned to me. "My pending requests or tasks" How can I see the assigned to my groups? It is posible to create a filter to do this? thank you!
Can requester view or access dahsboard?
Can a requester view or access dashboard? SDP 9.0 MSSQL
Status Change Query
Dear Community, I'm looking for a query to count how many times a request has been re-opened. I'm not sure if it's possible. Really appreciate your help..
IT Equipment Booking
Hello All, First off all I don't know if I'm on the right place for this question, so if I'm wrong I apologize. I'm looking for a reservation system for laptops/projectors. A selfservice system, if a user needs a laptop they select the date and time and the reservation is done. The system must be able to see if there are laptops/projectors available. So we don't have to look every time to lend the equipment out. We also want to know which user have booked a laptop/projector. Does Manage Engine have
Test Environment
Hello, We currently have a production environment and would like to install a test environment. We have an mssql database in a clustered environment. Is there a way to change the default db name from servicedesk?
Select Only One Option in Checkboxes
How can I configure check boxes in Asset Details to only select one option? Then it will display a popup warning if the user selects another option.
Searchable Tasks
Are Tasks in SDP searchable? I have tested and seems as they are not. Chris Trauner Network Analyst
make resolution field mandatory
hi, i need to pop up resolution tab when resolve incident. my Version is : 9.4 Build 9407
Approval links
Hi, Please can you let me know if anyone has been able to edit the links for approval, they appear extremely long and not very appealing in approval emails. A great solution would be to have the possibility of embedding the link as approval buttons in the emails, if anyone has been able to achieve this i would love to hear how it is possible. Many thanks Russ
Globally set prompt option for emote control through agent
Hello, I'm not sure if this was asked before and I could not find it in the forum. Is there a way to globally set the remote control prompt option when using the agent to NOT prompt?
Can SLA be changed for tickets in Service Catalog?
We have multiple SLAs but as far as I can tell Service Catalog templates just have a SLA assigned in the Work Flow section. Is there a way to create a rule to change the SLA based on the Priority field being changed?
Set multiple lines of info in the Description field
Hi, I am able to set single line description using the below script in the description field. But I need to set 3 lines of separate descriptions. I would be grateful if you could guide me on this. $CS.setDescription("sample description1"); Best regards Murali
Requester Share Request
Is there a setup to allow requesters to share their own created requests?
Create Reports using Asset Details
Is it possible to create a report based on Asset Details (sorting or filtering) ?
log for AD import
Where can I find the log for the Ad import? During the import I am notified that 3 accounts failed to be imported - where can I see which ones? /Michael
Project plan for SDP
Hello Can anyone share a plan (project initiation, planning, etc...) of implementing the servicedesk plus system, and I mean from scratch not the technical implementation. What were the phases/ processes/ activities done to start a help desk system inside a corporation. Thank you
华为多款手机使用安卓手机端APP时，打开解决方案时会闪退
华为多款手机使用安卓手机端APP时，打开解决方案时会闪退。 手机型号1： TRT-AL00 License Info License Type = Free Product = Standard @Name = administrator@ @Mobile Number = 1234567890@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9407@ @32 / 64 bit installation = 64@ @Logged in users = 4@ @Zone = Asia/Shanghai@
Ticket Management Automation Workflow
Hi, I have spent the evening reading over various Python scripts that have been written to complement SDP's built-in functionality. For example, I have implemented the script that sends a daily notification to technicians concerning open requests within their respective queue. I also read over this script - https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status - where it supposedly closes a ticket after 3 days if
Tables in Report Generation
We have a request template [attchd: request table] that has a table (created & copied from excel) but when we generate a report for the template, the table does not show on the generated report [attchd: request report]. Is this the report's behavior or is it possible to display the table in the template to the generation of reports?
DB Table for request schedule
I am trying to find in the database where request change schedules are stored. For example, when you set a ticket to a status like "on Hold" and schedule it to become "open" on a certain date. In what table is that stored? I need to modify these manually via sql to account for technicians who forget to set the schedule on their tickets.
Report on all incident requests received 'outside operational hours'
Anyone know how to run a report on all incident requests received 'outside operational hours' ?
Custom script
hi help me I want to run a script that changes the site and the author of the ticket. Run it will be the trigger.
NTLM Failed Redirecting To Login Page...
when trying to close a request I get "NTLM Failed Redirecting To Login Page..." error and then an error saying that an error has been produced and that data provided is not valid ( null ). i was using SSO but i have disabled it.
Create html custom Action Menu for on hold request
Hi All, Just wondering, anyone create custom action menu for change request status to Onhold. I wanted in html that display reason for hold, schedule date to open, Category, sub category. Thanks in advance. Nik
License Agreements/Contracts
Now that many vendors are going to monthly Subscriptions. How do we add this type of agreement/contract in SD+
Change default text on change form
Hi, We are currently rolling out change management to the IT Team, one of our technicians has requested we change the default text on the change forms to describe the type of information required in that section. An example of this is on the planning form, it currently says: Impact: No description found. Rollout Plan: No description found. Backout Plan: No description found. It would be great if we could change this text to explain what information these sections require: Example: Impact: Please
select change template when create change from service request
Hello, is there a way to select the change template when a change is created from service request ? some of my change request has rules for specific kind of change ex : developpment request, emergency change request, database management request...
Projects Filter: Sorting options
Is it possible to sort or have an enhancement to allow the sorting of project views -- right now there doesn't appear to a reasoning behind how views are sorted:
Custom Reports - how to delete
I'm new to ServiceDesk Plus. I've created some custom reports, but there are a couple I want to delete. In the reports folder, there is no option to delete a report, so what is the process for accomplishing this?
Disable Comment for status change window in Change Management tickets
Is there a way to disable the required Comment for status change that pops up whenever updating the stage in a Change ticket?
In Progress status behaviour
This is a two part question about how in progress ticket status behave when the user responds. 1. We have several ticket status types (ex: WIP) that stop the timer and are considered 'in progress'. These are used to manage a ticket through its lifecycle (ex: Open -> WIP -> Pending Vendor -> Closed) without negatively impacting a SLA target. When an user responds back to a ticket in this type of state - is the expected behaviour to have it switch the status back to OPEN? If so, is it possible to override
Next Page