How to require a reason to stop timer
Running 7.6 Service Desk Plus When you use the actions menu and select "stop timer" you put the call on hold AND you have to enter a reason for doing so. If you simply put the call on hold from the drop down field in the ticket, you can bypass this need to enter a reason. My question is this: Can you force technicians to enter a reason to put a call on hold?
Servicedesk Plus and OpManager 12200
Good Afternoon We have a question concerning the integration of these two products, Is it possible to set the MODE within this integration so that we know the ticket came from OpManager? We have the integration working and only sends over tickets that need to be sent over but without this option the stats for MODE are almost worthless. I have attached a screenshot for the options available. Many thanks for your help.
Pass Through Authentication issues.
Dear Support, I have enabled AD Authentication and Pass Through Authentication in our SDP Machine. Both of them are configured properly and shows the result SSO Configured Successfully. But when any user access the URL it always ask for username and password and the user have to skip this step and enter his AD credentials to login in the page. This issue was rectified by adding localhost url in local intranet sites. But we cannot afford to go to every user for adding the localhost url to their local
Bug: Comma in filename of attachment
Makes the attachment unable to open. Maybe the attchment never actually gets uploaded. Either way it does not work.
Encrypting XML config file - External Action Plugin
Hi all Using Service Desk Plus 9.3 Build 9317 Using JIRA v7.3.0 Have implemented the External Action Plugin to integrate the two system. All is working 100% EXCEPT that our admins are not comfortable having an "exposed" admin Username and Password in the configuration file (JIRA.XML). Is there a way to encrypt the file and if so will JIRA be able to read it? Many thanks in advance, Graeme
Editing Software License
How do we edit the quantity of possible installations to a concurrent software license in ServiceDesk Plus?
Worklog Timer Bug with Operational Hours
When adding a work log using the work log timer feature, it incorrectly evaluates the time when the 'Include non operational hours' box is unchecked. The server's time and time zone are correct Scenario: User Personalization Timezone Setting: (GMT-05:00) EST Admin Operational Hours setting: Start Time 08:00, End Time: 16:30 Work Log Begin: 31 May 2017 (Wednesday) 08:30:00 Work Log End: 31 May 2017 (Wednesday) 08:33:00 Time value, Include non operational hours unchecked: 0 minutes Time value, Include
How to ensure multiple approvals of CAB , to move to next stage
Hi We have the requirement of multiple persons approval in Roles viz . CAB i.e. unless all the persons mapped in CAB give their recommendation as YES , the workflow should not be able to move forward , even by Change Manager How we can make it possible regards Sandeep
Upgrade
Hi Everyone I have done the upgrade but build number hasn't changed on the screen, we not sure if the build has been updated. Please assist and refer to the attached screenshot.
Actual time vs estimated time report (from task rolled up to project)
wondering if anyone has created a report where the actual time & estimated time is calculated and rolled up(from all tasks) ? I've entered values in each estimated and actual and it does not seem to add up. in fact actual does not seem to appear. (in total format) only if i go to each task.
Only One Domain Showing up in Active Directory Authentication
I'm only getting one Domain that is showing up. (See below image) I have three domains, but only WHP is showing up. I'm on v9316. I've tried removing one of other domains and readding it but haven't had any luck.
Update order, which is next for my company?
Greetings, Our current version is 9.2 build 9217. I have downloaded the following 3 versions. Should I upgrade in the order as shown below?
Adding Attachments to SD via Rest API by using Powershell
Hi , It is possible to add attachments using REST API in a powershell script ??
User Cannot login using the correct domain on the login screen.
Hi Everyone I am new to this. Please assist, a servicedesk plus user cannot login using the correct domain. I reset the password but still she could not login instead when we select the other domain that is used by the technicians she was able to login. Please refer to the attached screenshot. Kind Regards, Delisile Mzila
due date of the requesting is not appearing
I am experiencing an issue when creating service request. The due date of the service request is not appearing. The priority matrix already set correcty and priority of the ticket automatically appearing.But incident request automatically showing the due date once the priority sets. Any suggestions please...
The fields are enabled in EDIT mode , even after applying rule - Change Module
Hi Through Change Template ---> Form and field rules I have made certain fields disabled on canvas of Change request template , so that the requestor is not able to fill these at Submission stage . The rule has been put in Create / Edit mode These fields are now disabled in Create mode , but am finding that the fields are still EDITABLE in attached screen of requestor (file attached) One option was not to provide the EDIT option to this role , but it not possible , as the requestor has to assign
9315 Notification Changes
Do the changes for ##ModuleDelimiter-$EntityID## only apply to subjects and only for RequestID? I looked at the beta site for an example and noticed that only in the subject area when selecting RequestID does it use the new delimiter. Also, does the patch update notification templates or does it need to be done manually? Thanks, Jeff
Can we change the label or hide the following fields under Planning stage
Hi Can we change the label or hide the following fields under Planning stage Impact No description found. Add | Attach a file Roll Out Plan No description found. Add | Attach a file Backout Plan No description found. Add | Attach a file Check List No description found. Add | Attach a file Downtime No downtime found. Add
Request Print Preview
Hi all, Where can I customize Print Preview? Which file can I edit? Regards, Michal
Email to Servicedesk
Is it possible to implement having someone send Emails through and it be logged into the help desk?
Tasks - More Table/Column Options
When working with Tasks, it only shows: Tasks - Associated To (the request) - Progress. We have created a New Hire service request. Each request can have up to 8 tasks associated with it. One such task is Account Setup. If we have multiple new hires, you now see multiple tasks called Account Setup. If I go into the task, you can hover over associated request to see the information. It would be nice if this was either a column selection, or you could see that by hovering over the Associated To
Request For Change via the Portal
Hi, I would like to allow some business application SME's to raise their own Change Requests for their applications via the self-service portal. I cannot find how / where to enable change requests to be logged by a requester, is this possible? and if so, how can I restrict who see's this form? Jason
Technician Log in
I have a Tech that cannot log in to Service Desk +. AD account is properly configured, The account for SD is as well. We are using AD login hoping to, one day, implement single sign on.User name has been verified and password reset to be certain. Any help would be appreciated.
How to connect CI to LicenseAgreement?
I would like to make relation between my CI (RDLicensingManager) and Microsoft Open license (Software Agreement) but I can't find a way to link them. I know I can attach license as pdf to my CI but that means that information about license would have to be managed in two different location. Any ideas? Cheres, Goran
User request history changes
We had a user that was set up as a technician and a requester (for some strange reason), It was decided that they no longer required the technician account and that account was deleted. The problem is that the user mostly used the technician account to file requests. So now, using the requester account, they can not see their request history. As the history for the technician account still exists in the database, is there a way to link the technician account history to the requester account? Thank
How to approve the Change request at Submission stage
Hi As per standard workflow in Manage engine service desk plus , once the change request is created , it goes into Submission - Requested . Now some one has to change the status to ' Accept ' to move it to Planning stage . Our problem is how to notify this to the approver through e mail . In standard workflow , the notification gets triggered only after the acceptance of the workflow Should we add a interim new workflow for this purpose or there can be any simple way Kindly advise
Bug found?
I think I've found a bug, I can't come up with any other reason why this behavior happens. In creating a custom filter in request view, I try to create a filter that says "Technician is me" and "Last Update Time is <some date>". It would look something like this: However, after hitting Save, then going back in to edit the filter, it has changed the date by one day: It also happens when using "Created Time" . . . it happens when using "Greater or Equal" . . . it does NOT happen when I use "Greater".
Can Asset Discovery Ignore Product Types?
So i started using SCCM to import Windows workstation data into service desk. I still want to use Service Desk Plus to do network scans for other devices on the network though. I have a network 10.4.1.1-255 that will have both workstations, ap's and printers on it. When i scan the VLAN using network scan its detecting workstations and populating the names, but saying that the scan failed for those devices. The scan did fail because i haven't loaded any windows credentials into the system. I can't
Chat Issue
Hi there I have an issue with the chat module. When a requester starts a chat session - the technicians cannot see it unless he/she goes to the chat overview and even here we cannot pick up the chat module Any having the issue ? Best regards Ivan Rafn
Misspelled subheaders
Please correct the spelling of the workstation...
Blank Resolutions are back
SD-67037 where incidents had a blank resolution was resolved in build 9314 but has come back after upgrading from 9314 to 9317.
Delete some Survey.
Hello, I have one survey result that I have placed for test and I want to delete it. How can I do it? Best regards, Turan Aydin
Problem Support Portal
Hi team, I have a problem with support.zoho.com support portal. Since last week this message is coming out whenever I want to consult the service requests to ManageEngine: I don't know who to process this request, or it is a known error and is already processing it. A thousand apologies if I put it in this forum, I did not know where else to post this message. Thank you and looking forward to hearing from you soon.
Roles for the current had (sp) changed. Login again.
I am trying to use the Android app, but I am seeing this message each time. How do I address the problem please? Thanks in advance - Terry
Share Request Feature
How are others using this recent feature? We'd like to see notifications included when sharing requests so others can follow the conversation and ticket progression. This would mirror 'watch list' functionality that is already on the SD+ roadmap. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Search Box in Build 9315
Is there anyway to change the default search option in the new search box? We use the "Default Search" far more than the Request Id Search. Thank You, Josh
ServiceDesk Plus Agent
Hi Guys Is there a command i can run to force the Service Desk plus agent to post its xml file to the service desk server? I understand it does it shortly after machine boot but want options for manual posting, Many Thanks Adam
Disallow assigning Technician if call is 'On Hold'
We are having an issue with users forgetting to change a Status from 'On Hold' before assigning a new technician. This means a ticket is re-assigned but isn't very visible to an unsuspecting Tech. Is there a method whereby I can force a Status change when a ticket goes from Technician A to Technician B, or Support Group A to Support Group B?
Remove 'Delivered Within' Banner from Service Requests
Is it possible to remove the 'Delivered Within' banner on service requests that have an SLA assigned?
Mass Updates to Requests
Hello All! We're making changes to sites and support groups. I would like to make mass changes to existing requests (open and closed) based on what the currently values are in those fields. Is there anyway to do this? Thanks in advance! Scott
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