Modify change stages
Is there any way to modify the change stages other than 'submission' ? I would for example like to pre-populate some field under planning and add a couple of fields under other stages Thanks Michael
ServicedeskPlus: Request Purchase Page deafault fields
Hi all I would like to have more control on the default fields made available in the Request Purchase page. In particualr I need to hide some of this field beacause are not relevant to my current configuration. There is a way that allow me to hide/deactivate some of this fields? My currently SDP installed version is 9324 Thank you very much Antonio
Android App - User does not have sufficient privilege
Hi I used to use the android app, but a while ago it stopped working. I would like to use the app again however now when I try to login all it reports is that "User does not have sufficient privilege" - what do I need to assign in order to get this working again?
Set Group on Task through Field and Form Rules
I'm trying to set a support group using the Field and Form rules. Is this possible via a script? The use case for wanting to do this: We are working on our new employee form and have multiple tier 1 support groups that this could be assigned to. We have a business rule that triggers and assigns it to the correct site based on the users site. We have multiple tasks that need to be assigned to that support group as well. For example, if we had the support group, "Local IT - New York", all new employee
share ticket like requerter
Hi, once the ticket is opened there are any way to share, add or include other person in the ticket working like requester? Thanks, Jacir
How to modify Request Print Prview ?
Hi Team, I need to modify some points in this print such as adding logo, change label, .... Thanks.
9326 Issues
Dear Team, We have been faced with a new set of issues after the upgrade, 1. It takes longer while sending approvals for incidents or service requests. 2. Deleting an approval does not change the Request status from On Hold to Open. 3. Users keep getting approval alerts even when there are no approvals pending. Your help is much appreciated.
Comments in Approval
Hi, is there a way for the Comments to be mandatory when a user approves a request?
Fields and Form Rules are not applying when using change template feature
ServiDesk version: Build 9325 Version: Professional Module: Incident Catalogue / Incident Templates - Fields and Form Rules Short decryption of the problem: When incident template is changed via Change Template field during creation or editing template rules that was created for this template are not applied/processed. How to replicated Issue: 1) Create some rules to hide or show some fields depend on value of other field for incident template 2) Select incident template with rules from Incident
Users (approver & non-approver) with the same email for Approval
Hi, we have users in Service Desk that use the same email. User1 is setup as an approver while user2 is not. When a request is created and the approver is user1, the other user who has the same email (user2) also gets a My Approvals notification in SDP Home page. Is there a setup in SDP, where the Approval will only show in the selected user's account (My Approvals)?
Automatic Task Generation
Hi, It is possible to automatically generate tasks in the request for a given criterion (company, site, priority, etc.)? Suppose, as a result of the escalation of SLA, the given level has changed, as a result of which the task for this request was automatically generated. Thanks!
API supported in TFS (Agile?)
What are the best paths to utilize a connection to TFS via an API through ManageEngine to implement actual project flow to include TFS? If this is possible, how well does it work with Agile processes?
create incident automatical
when user create service request, is there any option to automatical create also incident ?
Best way of returning to a specific page of an Advanced Search results list
Hello, I'm a user of ServiceDesk Plus version 9.1 build 9100. At the moment, I click on the browser's back button to leave a request to return back to an Advanced Search results list. This works fine when there is only one page of results. My issue is that if there is more than one page of Advanced Search results list, clicking the back button from a request always returns me back to the first page of results and not back to the actual page in the results from where I clicked on the request to view
Required Information in Asset XML
I had another topic out here that i think was to specific and wasn't getting a response. What i really want to know is if i want to do a custom import or assets using the scannedxmls folder in servicedesk, what information needs to be contained in that file? I want to use an API to pull some host information to get imported into assets. I can create an XML file from the GET information in the API call. When i tried this it failed to import. my XML file changed to Failed_Hostname#_#serialnumber.xml
User Survey
Hello, I need to create a number of different customer-specific polls for assessing the performance of technical support. But I did not find the opportunity to create several categories of Questions and Satisfaction Levels, for example: 1. Poor-Good-Excellent 2. Yes-No-Maybe That I could create several variants of polls and assign to each different variants of Satisfaction Levels ... And as options for choosing the answer, drop-down menu, text and so on. Is this feature present in the SDP or is it
Field & Form: Auto-populate the E-mail Id(s) To Notify field
I'm having trouble auto-populating the cc email field for a specific template. I have tried various field name possibilities for the E-mail Id(s) To Notify field. The custom script I am using is: jQuery('[data-field=NAME]').val('DL-address@domain.com'); where NAME is the different possible field names I came up with (CCField, CC_Field, CCEmail, EmailCC, CCAddress, etc.). Can anyone tell me what the field name is actually called and let me know if I am writing the custom script correctly? Thank you!!
Create Computer Account
Dear Team, We've been having issues when it come to SSO. I was advised to create a computer account under Admin - Active Directory and click save, which will give me scripts to be run on the active directory server. Now the problem is our data center team will not give us permission to execute the script on the AD server. Is there a way around?
Employee number sync issue with AD
Hello ME Team, Request is raised by our team that they want see requesters Employee numbers in the tickets under the requester details area. We have information in our AD accounts and importing with requesters details into SDP from AD. Could you please assist that how we can see Requesters Employee number in new ticket creation template or ticket's Requester Detail area. Thanking you in advance. Regards, Shakir
Purchase tab emails
Can Service Desk send the PO email as a PDF instead of HTML? We have a vendor that always has trouble reading our PO's because their email server converts all HTML email to plain text for security reasons.
Request Closing Process \ Automated Close
Hi, Is it possible to make an exception for one user \ site, so that his requests do not close automatically after a few days, after the decision is made? Thanks!
Several backups a day
Hi, in Servicedesk Plus, is it possible to schedule more than one backup on one day? If I use Windows-scheduler to run BackupData.bat (outside the system), do i have to stop the ManageEngine service before that? We have users on the system from early morning to late night and dont allow any stops. Otherwise, is there another way to perform several backups a day? We run build 9305. Best regards Åke
UK support number available?
Hi, Got a problem and need to speak to someone in support but cannot find a number to contact them on. What number do others from the UK use? Thanks in advance
Live Chat
Good afternoon, My company is looking into enabling the Live Chat option in Service Desk Plus. I had a few questions about it before I enable it. 1. is there any kind of logging/reporting built in? Something similar to tickets, where we can go back and look at previous chats to see what the issue was and how it was resolved. 2. is there a way to schedule it to turn off at a certain time? Example: The last non-emergency technician gets off at 6:00pm, can it be disabled automatically at that time?
Servicedesk Plus DB restore
Hello. We have run SDP for years. Ready to create a new server and restore the DB. Probllem is I cannot figure out why the DB will not restore. Our backup includes multiple backup files. Part 1, 2 and 3 Also runs MySQL Any help on the restore process would be appreciated. Want to download the latest version. Install and restore DB from here. Thx
SDP 9323
Hi, I updated SDP to 9323 and I'm getting below error when i resolution a ticket(subcategory not empty)
Open status after Requester Reply
Hi, we've noticed that, even if a Request is under approval and in its correct "Waiting for approval" status, if the Requester add a reply to its request, request status automatically changes in "open". It is a huge problem because we could have wrong SLA violation. Is there a way to fix it? We're on SDP 9.3.26 Thanks in advance alessandro
How to change SLA?
I have created a new incident and assigned to a related group and SLA. Then, technician would like to change support group and also update the SLA. But the SLA can't change. Could you please tell me how to change it?
Version 9.3 UI Description
Hi, For the benefit of our Technicians on the changes and additional features in latest version, do we have information/article about the changes in UI such as left-sidebar Tasks, etc and other new features of latest SD? Kind regards D.
Reply to
Hi, We have some users that do not like the way SD+ handles email. At the moment when a request comes in it might have say 5 addresses in the to: field. When the team member reply's, they have to manually remove the unwanted addresses if they just want to reply to the original sender. Is there anyway to automatically blank the to and cc fields?? Regards
Change Control Meetings
Hi All, I'm trying to use SDP to process change controls and as a tool for change control meetings. Currently based on what we do, there are too many stages\roles. Is there a way to skip stages\roles completely? really what we need are Planning, Approval, Implement and Close. We are a smaller organization so what i envision is this: Change Requester, Implementer, or mostly going to be the same person. That person will put in whatever changes they are making this week in the planning stage to include,
Reporting Request IDs and Support Group Owners
Hi Support, I have a reporting query. Could you please help me to create a MSSQL script to list Request ID's and a combined string of the Support Group names which have owned the Request at any time. I would also like to include a date range within the Where clause. For example Requests logged between '2017-10-01 00:00:00.000' and '2017-10-31 23:59:59.998' E.g. Request ID Support Groups 121122 Support Group 1, Support Group 4 121123 Support Group 1, Support Group 2 121124 Support Group 1, Support
Archived Reports
Dear Team, First of all its a hassle generating reports for 2016 because half of it is already archived. Secondly, even if we do collect the data separately the display columns are different or even missing. Why is that?
Mobile Version on Phone Error: Value provided for field [technician] is invalid
We're currently using Manage Engine Service Desk Version 9.3 We used the Demo Version with the Mobile App and our technicians tested out the Mobile App as well. Everything worked perfectly. We purchased the software. Now, we find that only a few of our technicians can update WorkLogs on the mobile app. Only changes made has been changing our license from Demo to Fully licensed version. Working program inside our network only - no domain, no AD directly off of our server. IP address and port
Manage 3rd Party SLA
Good Morning, I use ManageEngine Service Desk Plus currently for my Internal IT Helpdesk. Our Business has evolved and we have a lot of Cloud and Hosted Systems that have a SLA with those Providers. Is there any way within ManageEngine Service Desk Plus that i can not only manage my Internal Helpdesk but also Manage those 3rd Party SLA's? Thanks James
Customize search for requesters
Hi, Is it possible to customize the search options for requesters in ServiceDesk Plus? At the moment they only have the ability to search for request ID with the search tool in the request view. SDP 9321 MSSQL Regards Alexander Nordin Region Halland
Accessibility of ServiceDesk Plus
Hello, What level of WCAG 2.0 accessibility conformance does ServiceDesk Plus Enterprise meet?
Email Notification for Auto-Assigned Technician After Request Approval
We have setup some Service Catalogs to only be assigned to selected Technician when the Request is Approved by the Approver but I have noticed that Technicians do not receive mail notifications when the request is automatically assigned to them after request approval. Although Technicians get a mail notification when requests that doesn't need an approval and are assigned directly to them. (ex. "Request ID 12345 has been assigned to you"). Is this how the system works or there is a setting for this?
Self Service Portal
Service Desk community - Is anyone else finding their users are confused when using the self service portal? Our portal has only been live for about 4 months now, but we're finding that when people log a service request, they don't notice (or look for) the categories on the left hand side and only use the form templates that display by default on the right - the ones from first category on the list, which of course it selects by default. They try to crowbar all sorts of request into this one category
Real difference between IT asset vs Non-IT Assets
Does both category requires license.
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