Moving users from different sites to just one site (or no site at all)
Dear All, In our production environment, an initial configuration of SDP was made to consider regular rooms as entire sites, which is not fit for purpose. Before considering implementing sites in a beneficial way, I would like to have all the requesters into one single site (or no site at all). Currently, the site field is named as Roomnumber (which needs to be changed to site) and is receiving data from the AD based on the room where the requester is located. So, in a nutshell, how can we remove
Copy Report
Is there a way to copy a report? We have a report that we run for tickets for a certain technician during a certain time frame. I cannot find a way to copy that report so that I can create one for each Technician rather that creating a new one.
Need to add additional field in the Requester Information
Hi, I want to add additional field in the requester information like staff no. and it need to be populated from Active Directory Like it pulls the data for First Name,last name,department,email address etc. Regards Binu Gopalan Kutty +968 92801309
Remove Request Tab from Self-Service Portal
First of all, sorry if this ends up being a duplicate post. I thought I posted this issue earlier but I can't find it. I would like to be able to remove the "Requests" tab from the Self-Service Portal in Service Desk Plus. I don't want requesters to see any history relating to submitted requests. Is there a configuration option I can change to remove the "Requests" tab? If not, is there some form of work around I could implement to get me by until a future release when this feature might be implemented?
Can I scan for new assets (workstations)?
I want to scan my network for newly added assets, sort of like a discovery. We do not have SNMP setup. I do not want to do a rediscovery, nor do I want to replace my inventory with a new scan. How do I do this?
'Selective' notification on tasks possible?
I have a New Hire Onboarding request template that has several (13) tasks: one of the tasks goes to our User Provisioning team, the others all go to the Desktop Support team. The Desktop Support tasks are hopefully taking the place of a checklist that has to be updated and stored somewhere. What I would LIKE to do is automatically notify the User Provisioning team that they have a task, and at the same time send the Desktop Support team ONE notification instead of thirteen. I've tried various combinations
Can you add an attachment to an incident template?
Hi, I am setting up a new incident template but want to add a form for the users to complete - I cannot see anywhere we can do this, am I missing something or can it not be done? Thanks, Charlotte
Report on or Filter Ticket List by Template Name?
Hello, Is it possible to run a report or filter a list based on the Template Name? I can add the Template Name column to my list view, but it is not available to filter, nor can I sort the list by that column. I'd like to be able (down the road) to determine how frequently, if at all, Request Catalog or Incident Templates are getting used. Thanks, I didn't find the right solution from the internet. References: http://www.axiossystems.com/event/service-desk-forum-1021 Web Hosting Video Example
Bulk update requesters via API?
I'm looking at automating as many things as possible in SDP. I've been tasked with adding a 2nd email address for every one of our requesters. Is this possible with API? If so, can I get some pointers?
File location of MS SQL connection string
Hi Can anyone tell me file location where the MSSQL connection string is 'held'? Presumably in some sort of config file? Not trying to short-circuit anything, just keen to see the format of the string. Thanks Ian
Requester can view multiple sites?
Is there a way to set a requester to view multiple sites? For example, if we have sites A,B,C,D,E,F,G and i want the requester to be able to view sites A,E,and G, is this possible? If not a user, can a technician be set to do this?
Allowing technicians to see Admin calendar view?
Hello, Is there a way to allow any technician to see the shared calendar view (all technicians' calendars) that can only be seen at an Admin level? The purpose would be so that technicians can see when other technicians are on leave. Thank you!
SDPCrash-OutOfMemoryError
SDPCrash-OutOfMemoryError Please connect your client at http://localhost:8080 java.lang.OutOfMemoryError: Java heap space Dumping heap to java_pid6152.hprof ... Heap dump file created [1121926215 bytes in 34.350 secs] SDPCrash-OutOfMemoryError SDPCrash-OutOfMemoryError
New Custom Field
Hello, We have setup some specifics incidents templates to cover our internal usage, with additionals fields. I need to create a "custom field" with the same parameters of the description one to allow requesters to past their sniping on it. How can I do this ? Many thanks in advance for your support Kind regards
SLA notification
Is there anyway to send the (Support) Group Owner escalation notifications? We have several Support Groups here with various owners and I'd like to avoid sending SLA escalations to all Group owners. Thank you.
SDP change custom triggers, without the matching conditions I need
SDP更改自定义触发器，而不需要匹配条件。如何为自定义触发器添加条件？Jiqiu
My Tasks
Does anybody know how to make the space more usable? There is such a large area for the tasks, but you are limited in amount of characters before you get the ... and can't see what it is exactly you are trying to remind yourself of sometimes. As you can't control the size, it seems like such a waste of real estate, the character limit should be greatly increased to make this feature somewhat usable I feel.
Selfservice Portal List of Assets
Hi Guys, Is it possible to show the list of assets owned by the user logged in the selfservice portal Homepage ? Greetings, David
editing pre-existing fields for template
I have an existing template that has an Item field that I am trying to edit to add another option into the Pick List, but it doesn't show if I go to Incident - Additional Fields, where all the other fields are. I tried deleting it and re-creating it, and it tells me it's a reserved key word, so I must choose another name. Is there a workaround for this? This template was existed prior to me getting hired, so I don't know or why it was created this way to begin with.
Free Seminar Series - End Point Management
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Projects Module
Hello, I was asked to see if someone can give us a demo on how to use the Project Management module in ServiceDesk Plus. I searched online for a video or more document other than the Admin and User guides, but could not find anything up to date. Do you have anything up to date that I can provide the users? Thank you, Craig
No puedo ver propiedades de tecnico
Estimados; Al tratar de ver las propiedades de un técnico no abre la ventana, favor indicar como solucionar o que se requiere.
How to require a contact field limited to a particular user or template?
We have helpdesk "kiosks" where users can walk up and submit tickets. They are already logged into with generic ManageEngine accounts "kiosk 1, kiosk 2, etc". The problem we run into is when the user does not leave contact information so we don't know who created the ticket. Is there any way to *require* a contact field that is either limited to ONLY the kiosk accounts or have a different requester template that requires a contact field? We don't want to require this across the board and make this
Auto-assign tickets when an engineer account is removed
When an engineer account is removed from SDP, the tickets assigned to that engineer becomes unassigned. Is there any way to auto-assign these tickets to another engineer?
Auto Close incidents
Hello - We have an automated process in place to create an incident with several tasks assigned to different technicians when a specific email is received. Is there a way to automatically close the incident once the last task is closed? Thank you Mike.
Close ServiceDesk for Requesters only
Hello, I am new to the ServiceDesk configuration and I have a questions regarding the possibility to close it for requester. Is there a possibility to stop the creation of tickets but to give the requester the right to check on already open tickets? If not is there the possibility to keep it open for technicians but to shut it down for requester - like a maintenance mode ? Thanks in advance for your help. Kind regards, Pierre
Location of Resource Account ID
Hello, Where can I find the ID for an account associated with a resource? I can find the Resource ID by selecting 'Resource Details' but I cannot seem to find the account ID. This is so I can use the REST API to modify account passwords. Thanks, Steve Maiorino
How to prevent Delete for System log
Dear, Could you help me to prevent the deletion for system log ( the highlighted option in attached file) Thanks
Credentials passed through URL
Good Morning, We are purchasing some Digital Display adapters and would like to display are Completed requests by This week by Technician report on it in real time. I found some information regarding passing the authentication through the URL because we are unable to login by keyboard and mouse. I have tried doing the following to see if can login but no matter what we place its coming up Invalid http://sitename/HomePage.do?username=guest&password=pas123 We do authenticate by AD Any help
server status widget
Hi, I cannot seem to find any how-to about creating widgets for SDP. What I would like to do is create a simple html that shows the status of our main systems. What do I need to do to have SDP recognize the html as a widget? Thanks Michael
User Export
Hi, Is there any query that will export a list of all our users and their settings ? We're doing an audit on the settings that the requesters AND Technicians have ,namely the Department, Allowed to View etc. but as with many things it's easier to ask for the lot :-) Is there any way to do this ? A
Asset Management - Asset Additional Fields
Hello Dear Reader, i have 2 question. My Servicedesk version is 9.3 Build 9312. 1. How can i add a new field in Asset Management / Asset Additional Fields that include requester list automatically. 2. How can i edit UI Design of pages in manageEngine servicedesk, for excample, when i add additional fields in asset, this field place in the end of page . i need to move this fields in the top . Thanks .
Allowing for conversations in Changes
Dear all, I just realized there is no way to track change related discussions. It would be quite useful to have similar functionality as the Conversations in Incidents and Requests. Kind regards, JS
Specific Incidents & Tech logged in Querry
1. How do I allow only specific requesters or Technicians to see specific calls logged. For H.R department staff see only H.R logged calls. 2. How do I see all Technicians (using Querry) that have logged onto the system for past year (365 days ago)
help please to remove authority
Dear , hope my email finds you well. could you help me to remove the authority from technician to see the list of technician as in attached file.
How to disable the use of worklogs
Hi There, My team are finding it difficult having so many ways to update a request/incident ticket and it adds the trail of activities in all different tabs/locations. I am wanting to disable the use of worklogs so that we focus on using notes and emails, could you please advise how this is done? thanks, Belinda..
Get information of request
hello, We fetch user from Active Directory and there is Contact Number contain user phone number, I would to get this information to put into a field, can we ? thank you ! Brgds, Tài
Reply with a template and close the ticket based on certain criteria
We'd like to setup a business rule to complete certain fields (Category, subcategory, assign technician) and the resolve the ticket and send an auto reply to the user based on certain criteria. (like a very specific subject line) Is this possible? We were able to assign and set the catergory, but the auto reply does not seem to be available. (Would like to use a reply template for instance.How can this be achieved? Thanks
Subject auto fill by field change
Hello, I want javascript which can help me to get value from a field and put it into another field. ex: I have additional Field shopcode and shopname, where I want whenever user input information into these 2 fields, javascript run and get value from these 2 fields and put it in subject shopcode: 123456 shopname: XYZ Company subject should be: request for support from 123456 XYZ Company thank you !
Install agent in VDI enviornment
Hi, I am wondering what is the procedure for installing the service desk agent on our parent image for deployment in a VDI environment? Will the agent create a new asset every time a new desktop is deployed? Also if the virtual desktop is refreshed will the agent create a duplicate asset in the service desk?
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