Administrators cannot view , edit or delete private reports
I need to delete a report that was created by someone who retired and is no longer with the organization, but administrators don't cannot access private reports.
Multiple Operational Hours
Hi Just wondering if there is any way I can have different Operational Hours for different Support groups. Thanking you Murali
Holiday configuration
Good Day everyone, we have holiday starting from 20th June until 31 June. my question : there is any way to adding this holiday to Organizational Holidays one time instead of adding the day one by one ? thank you and best regards.
Search for Assets has no results
Preface: I've tried restarting the service, stopping the service and running reindexdata.bat, clearing cache and using a different web-browser, using a different computer. None of these have resolved my problem. I believe its something to do with my account. My coworker's accounts can use the Asset search and they receive results. When on my account in ManageEngine I am unable to search for assets. But when Searching for workstations I find my result. This means for every search I do for an Asset
Changed request status to open when assigned to different group?
If a request is currently on-hold in one group and the technician assigns it to another group for them to work on it, is it possible for the request status to change to open status automatically? SDP 9.3 9309 MSSQL database
Request template with approval workflow giving sporadic issues
On version 9307, MSSQL Recently templates that have a workflow using $REPORTING_TO$ have begun to act up. Users will fill out the template, hit the submit, but instead of submitting the form, SDP will bring up the default template instead. Users are then entering data again and using that form to submit a request which does NOT have approval process. I CAN'T replicate it on demand via a test user. It seems to work correctly for me. Both of the users who have had this DO have managers in their account
Email Alert by SLA
Hello, We have our SLA's setup by Department and by Service issue. Is it possible to have an email alert when a user logs a request and it falls within a certain SLA? Some of our response SLA's are very tight and i need them to go to a distribution group so everyone can see there is an urgent response required. I cannot see an option in Business Rules to create an alert for an SLA.
Version Management
Is there a way to configure service desk+ to keep track of the current version being used within the organization and tracking the current version available at the vendor ? Can this application send email notification when current version is released by the vendor? Thank you Swapna
iOS App and approval pending even if request is approved
HI, I've noticed that even I approved a Request, it's still present in the App "Requests Pending My Approval" section. We're on build 9.305 and latest iOS App from App Store Thanks alessandro
Cannot log in to download latest patch
Hi, I keep getting not found or blank screens when I try to download the latest version of service desk +. Is there another resource I can use?? Thanks
Setting up sites with network information
Hi, So we currently have a medium sized database of information in microsoft access which holds information on remote sites we support which we want to import into manage engine. The main problem arrises when we have networks on these sites with passwords, IP addresses, ISPs, broadband line numbers, ip addresses and Mac addresses as well as printers, and desktops etc. Is there a sensible place we can input this information in as a whole site? At present I see two options: 1. Put all of
Deleted "Description" from Incident Additional Fields
While cleaning up some unused fields I inadvertently deleted Description, from the Incident Additional Fields. What are my options to resolve this?
Close requests without worklog and/or resolution
Hi, is there a way to set up requests so a worklog/resolution would not be required to close the request? Our organization has one group where service requests are added, but it's more for acknowledging items, as opposed to resolving tech issues, i.e. a worklog/resolution doesn't make sense for this group. We'd like a way to close these items without entering a worklog and/or resolution.
Manage existing fields
Hi, how can you edit the fields already present in the templates? under incident template, i want to edit the options available for the field category. thanks
filed and form rules: script
Hi all, Please someone can help me. I need a script so that, on a request form submission, it will be possible to automatically set specific asset attribute of the selected asset with value set in a request form filed (i.e. on request submission, the value in imput in this form field should update a corresponding asset attribute of the selected asset). the scenario is this: I have several assets consisting of photocopies machines managed through SDP asset's module. All users can ask for service
Notify Technician Group of Requester Response when ticket is unassigned.
If we have a ticket that is not assigned to a technician, how do we notify the group that a response was submitted by the requester? We have technicians who will respond to tickets but not assign themselves to the ticket because they are doing diagnostics to see what needs to be done to resolve the issue. I would like the assigned group to be notified only if the ticket is unassigned.
Re-approve approval request in SD+
Hello, We recently upgraded to the latest SD Plus v9.3 build 9309. Before the upgrade we were able to approve a request in multiple stages. Now however when one approval is given, we cannot approve the other ones as we get a message the request has already been approved. Is there any work around for this? i.e. below screenshot with multiple pending approvals in one ticket. Appreciate your feedback. Kind Regards,
Recurring reminder in servicedesk plus
Hi How can I set a recurring reminder in servicedesk plus. Or in other words need to schedule a recurring task for a group of technicians. Version 9308 MSSQL Standard Edition Thanks & Regards Murali
Get Online Technician via API
Hi all, I wanna get "online Technicians" status via API How it's possible?
Domain users can't log in
I am having an issue on a newly set up installation of Service Desk Plus. I have imported domain users but they cannot log in with their credentials. It does reflect the domain name when their username is typed in but it acts as the password is not valid. Any help is appreciated.
How to Install .CER SSL Certificate - Microsoft AD_Internal Cert - ServiceDesk Plus
Hi, I have created Keystore file and .CSR file as mentioned in the below link. https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Now, how do I install the .CER Microsoft AD, internal Certificate onto ServiceDesk Plus. Please do help me out here! Thanks, Wasim
Search requests option for requesters
Dear Support team, We are using 9308 version. Technicians are having the option of searching the requests, solutions etc on top of the page. But the requesters are having only the solutions search option. Can we enable the requests search for the requesters too. Thanks & regards Murali +971506424099
Permissions to edit or add new reply templates?
Hello, I would like to give a technician access to edit or add new reply templates. Can this be done, I went into roles but I'm not sure what to check? Thank You Jerry
Migrate SDP from Windows 2003 x32 to Windows 2012 R2 x64
Hi ALL! We use SDP 9.3 Build 9308 on Windows 2003 x32 SDP is avaliable for 443 port (https://sd.mycompany.com) What is the best plan to migrate SDP to Windows 2012 R2 x64& How to ?? http://odarchuk.com
User Survey results list
I can only view the last 6 User Surveys submitted. When I change the view from 6 to anything else (25, 50, 100, 200) it refreshes the page and defaults back to 6. Has anyone ever had this issue? Happens in IE and Chrome. Also this limits any reports ran on User Surveys to those 6 as well. Running: Your Version : 9.2 Build 9232 Thanks, Josh
IE 11 issues with 9307
Since we have upgraded from 9238 to 9307 (MSSQL), IE 11 users are reporting that they are having issues closing tickets as well as entering new requests. When closing a ticket, they fill out all of the required fields, hit update and the screen goes to a new request screen and the changes are not saved. Similar is when creating a new request, all of the fields are filled out and when saving the request, it goes to a new request and the request is not created. The users have tried clearing their
Incident Catalog - Template Categories
In Requesters portal, under Incident Catalog I see this Template Categories: Application Login Communication Email Hardware Internet Software How can I add another Template Category and relative Icon?
No me permite instalar Service Desk con MySQL
Necesito trabajar service desk con MySQL. La instalación se realiza por defecto con Postgresql y no permite cambiar a MySQL. Luego de terminar la instalación con MySQL ejecuto el .bat "ChangeDBServer.bat" y lo que hace es crea una base de datos en MySQL sin tablas. Como hago para iniciar a trabajar ManageEngine Service Desk con MySQL?
Field Form Rules question
Hi everyone! I wrote FFR for users, which wrote requests in non operational hours. it seems like this: var currentDate = new Date(); if ((currentDate.getHours() < 8)||(currentDate.getHours() >= 17)) { alert('message1'); } if ((currentDate.getDay() === 0)||(currentDate.getgetDay() === 6)) { alert('message2'); } There is a little problem in regular holidays, maybe there is way to get holidays like .getDay?
Chat functionality
The Chat functionality is in testing phase on the roadmap for quite some time now. When can we expect this functionality to drop? Will it support chats between 2 or more technicians?
Problem with new request assign when specialist leave
Hello, I find one problem: When I choice unassigned state system show me (as on the screenshot) error. How can I solve this?
Incident Template
On the Incident Template, there is section on the form for Requestor Information. Can I create additional sections on the form? For example, I would like to create one for Request Information and move the Category, Sub-Category, and Item fields into it. Also - When I set a new user up, one of the fields I configure is the Department Name for the user. Can I add this field to the Incident Template (under the Requester Name field) as a view-only field - so that when the Requester Name is set, the
Field and Form rules
Hi, I would like to use the field and form rules when a request is created using a specific category so the system automatically changes the Requester. This is useful because I have a team of people raising requests under a specific category but they would like all further correspondence to go through one person. So, if I can get them raising the ticket under their userid but the form changes the Requester of the ticket in the background that would be great. I have nearly done it but I think I
Community Digest - June 2, 2017
How to add Title to the Survey Settings->E-mail Content
I have tried $Title but it still not working. Please advice.
Widget - users report, scroll
Hi everyone! There is small problem with new widgets. Custom reports can't scroll. I have some reports which include statistics on every technitian in group. In widget i can't scroll this report.
Email templates for multiple Support Groups
Hi, We have a number of Support Groups setup in the helpdesk and I am looking for a way to have a separate new request and closed request email template for each of these groups. Anyone know if this is possible and how that's setup? Thanks
Change status automatically when submit for approval
When we submit a ticket for approval manually, it won't change the ticket status it will just show a second status for approval. Is there a way that if we submit a ticket for approval that the ticket will automatically change it's status to something we define instead of In Progress? e.g. Waiting for Approval (which is set to stop the timer)? I checked business rules however I could find a criteria field to define this. Amy
Can we integrate OPManager with Service desk plus tool
Can we integrate OPManager with Service desk plus tool we have to build dashboard showing availability.
How to arrange the groups of the views
Hello I'm working with build 9307. I created my own custom views to be faster in viewing the requests I often use. Then I have to scroll all the way down to pick my own view. I'd like to have the group "My View" at the very top, because I use them most. In my opinion custom views are more important than the predefined views. I know I could make a search of the views, but that is not so handy as clicking the first entry. I suppose there isn't an option to change that order, but there might be an option
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