Using date/time fields in custom triggers?
Am I correct that you cannot use date/time fields in custom triggers? I am trying to create a To-Be-Scheduled SLA for requests that need to be performed at a specific date, which we have a whole lot of. Jai provided me a script last week which works for changing the due-by date to any other date field, now I'm trying to trigger it at the right times. I thought I could just create a shared custom field named 'ScheduleDate' and trigger the script whenever that is populated on a template, but it doesn't
Answer to a service request will not be send - Anwort auf eine Serviceanfrage wird nicht gesendet
Hello, we have the following Problem: if we give a mail answer to a question in Helpdesk and we send it, the mail will not be send. We must type in the message again and send the message again. After three or four processes the message will be send to customer. Kind regards Marco ---------------------------------------------------------------------- Hallo, wir haben folgendes Problem: Wenn wir auf eine Serviceanfrage im Heldpdesk antworten und auf senden gehen, wird die E-Mail nicht versendet. Wir
Customize Self-Service Portal for Technicians?
Hello Is it possible to customize the Self-Service Portal for Technicians? I'd like to add an own widget for the Technicians as I did it for the Requesters. Regards, Markus
Public solutions
Hi, I would like to know if its possible to use the solution database as a public database. Through the forums i already found out that it is possible to reach the solution database without logging in. But when we are there, there are no solutions visible even though i made them available through the self service portal. What other steps do i need to take to make them visible? Grtz, Luuk
A solution for duplicate incident request
Hi, I need to define role permission with this criteria: Can edit his own your group request that assigned Can view all other request & asset & CMDB that not assigned What should I do? What's your solutions? Thanks
Mobile App Configuration SDP
We are currently working in the installation of SDP at one of our customers premises. We have successfully configured an SSL certificate, and the server has a secure access. Today, we tried to configure the mobile app so that users and technicians may enter remotely, but we received the following error message while trying to log in: login failed technician key not generated for the user How should I generate the key? How is this process configured? I searched in the admin guide but did not found
How to produce report of requests actionned by a group?
our helpdesk creates a request and assigns it to group A and then group A performs the work and assigns the request back to the helpdesk for closure, how can I produce a report of all requests handled by group A within a Day/Month/Year? SDP 9.3 9309 MSSQL database
Service Requests Versus Incidents, etc
Some questions... 1. Can I create additional options in the menu/sub-menu bars? For example, can I create an additional option on the menu bar for Questions that is similar in structure to Requests and Problems? 2. Can I change labels for any of the buttons in the menu/sub-menu bars? For instance can I modify the New Incident button under Requests say New Request instead of New Incident. 3. Can I combine Requests, Problems, and other types of Tickets into a single Ticket option in the menu bar.
Alliased email address
In Service Desk Support group I set email address to assign request automatically to this group (https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-groups.html) However, if email was send from my organization email SD shows default email address which is fetched by SD. I think this is some MS Exchange server problem and maybe someone have solution? If email was send from outside (gmail.com for example) everything works fine and request is
Previous install files
Is there a location I can download previous full installs? I need to restore data from an older version. Thanks!
Access permission to report that created by query builder
Hi, I created a report with query builder for get all CI relationship and save it in SDP. Some technicians doesn't have any permission to view CMDB. For that I created a role with access to view request report like this: But I don't want to set permission to user for view query builder report that view CMDB. As matter of fact, how to prevent user to see query builder reports that not permission to see these modules? Thanks
Field & Forums rules error
Hello, I am creating a custom form that hides some option when the form initially loads until the request selects it. Example: Do you want a pizza or sub -Pizza -Sub If the user selects pizza, 3 options will show up s, m, l. By default it only shows the option after the user has made the selection and refreshed the page. Do I need to add a script as well to refresh or am I missing something in my configuration. Thanks, Chris
Update Requester based on new field EmployeeID
I am trying to write a script to update the requester field on the incident template when a technician types in the employee id into a field i created. The part I am stuck on is how to "lookup" the requester by the number entered as a field and form rule on field update. so in this pseudo code example... var x=$CS.getValue("EMPID"); var y=lookup requester(x) return name $CS.setValue("REQUESTER",y); Is this possible? If not in field and form rule, can a script work? I am trying to avoid that though.
Place public documents on Users Start Page
Good morning everyone, is there a easy possibility to place e.g. PDF Files on the Requester's Home Page with all basic information? Thank you and regards
Email based integration..
Hi Team, We are in the process of evaluating integrating Solarwinds monitoring tool with ZOHO manage engine Service Desk plus. We need to know is there any possibility to auto ticket in SDP by email based integration. If yes what is the format of email should be sent to SDP email ID . Also need to know how to close the ticket automatically by email based integration. Regards, Kavitha G
Business Rules - "Perform these actions" - Set as created "Request - Additional Field"
If I have a Request – Additional field (Pick list) created, is it possible to perform an action linked to this additional field?
REST API
Hi, We are looking to interface IT Service Desk Plus WITH another system (CRM). I understand that you can use another system and REST API to interface and run tasks within SDP...BUT, can you use it the other way around ? We'd like to be able to set an action (Widget or Automatic) that when a specific request is raised REST API will send out a command to CRM to setup an account. Is this possible ?
Change Management - Why can we choose all the items from the CMDB, such as Software or (IT or Business) Service?
Dear All, We're implementing now the Change Management module in our organization, but there some limitations which are hindering our progress. One of them is for the use case of changing to a Service, which doesn't necessarily has to do with a technical component. Other use case is when we want to make an upgrade through Change Management of an application we manage in our organization. Is there a setting we can switch on to include software and Services? Kind regards, JS
Solutions
Hi, I would like to understand how we can hide sections of the solutions tree where there are no published solutions available to the end user. Currently, we have alot of 'solutions' in the tool, but not alot of them relate to the end user in anyway, therefore, they are not made available to them. How can the portal only show the topics which contain a document relevant to that audience? http://imgur.com/a/aUWGV
Item Custom Fields
Is it possible to add a custom field to an item - to identify and assign it to a request or problem type?
Boot Camp May '17 - Streamlining change management
Multiple duplication of a closed ticket
Dear team, This is the first time I am contacting your Service Desk to report an issue and in search for some answers. First of all, please know that we are extremely happy with how SD plus works, and haven’t had any issues until now. Is there any known bug that could explain why we have a closed ticket duplicated several times? I am the person experiencing this issue and have made sure that I am not duplicating any tickets after closing them. I do use this feature though, but just when
Additional Fields - Request View Columns
Hi, Just wondering if all additional fields are used to update the request view list. It seems I cannot see "Service Catalogue - Additional Fields" but I can see other additional fields to add as columns. Is this correct? Thanks Adrian
How to install a new wildcard PFX certificate in SDP 9.3?
Please supply new documentation for how to install wildcard PFX certificate on SDP version 9.3. Your install guide is old and way outdated.
Want to hide the "My Details" tab, the "Personalize" link, and the "Change Password" link from all users
I see that we can hide the "My Details" tab from Requesters by unchecking the "View their profile" box at the "Requesters are allowed to" prompt within Admin > Self Service Portal Settings. A few related questions... 1) Is there a way to hide the "My Details" tab from Technicians, especially for certain Roles, Support Groups, or anything along those lines? 2) Is there any way to hide the "Personalize" link from the user profile icon in the upper right corner of the screen (for either Requesters,
Edit Worklog
I have several worklogs, I cannot seem to edit them once saved, am I missing something or is it not possible?
Firewall/router scan issue
Good Afternoon, When we scan hardware like Fortinet 100D or Fortinet 30D the asset placed in the wrong IT Asset "Router " this is wrong the asset must be under the category Firewalls .. but when we change asset type from CI type router into firewall ..the asset will moved to firewalls but then the firewall asset is displayed as unknown and will not scanned anymore Can you please tell us how to fix this thanks Br Sander Leis
Data Dictionary
Hi ManageEngine, Can you provide the data dictionary (as DB documentation) of ME ServiceDesk Plus? Regards, Ana Linda Rodriguez V.
can't pull from office 365 alias email address
we recently moved to office 365 and one of our alias emails we can't pull from the mailbox see attached screenshot. i changed the names.. main account works fine, but second email "helpdesk2@domain.com" doesn't seem to work. helpdesk@domain.com has full mailbox access to helpdesk2@domain.com
Scanning monitors issue
How come it is picking up the same serial number for both monitors?
How to get a list of all info that is stored in SDP?
My SDP application is currently undergoing a security impact assesment and they would like to know all the data stored in SDP. They don't need the data itself but they just need to know what is stored in SDP. For example: Asset Module: Disk space Mac Address OS Processor Speed Service Pack Total Memory Model Make Domain Last Logged In User State Asset Tag Serial Number Barcode Vendor Part No. Purchase Order No. IP Address Manufacturer Processor Name Serial number Service Tag Virtual Memory Business
bulk update of all Requesters
Hi all, Is there any smart way of fill in custom field for all requester in bulk update? /Mar
Changing Dashboard
Can someone point me in the direction to change the dashboard layout please. On the right of the Dashboard I have Tasks, however I want to be able to view a breakdown of which queues have how many tickets, so will show me each technician and how many tickets are assigned, as well as a waiting for customer queue and an unassigned tickets total. Thanks
service desk plus proffesional
Hi, I am New in SDP have to install professional SDP on client side for 3000 devices (50 technicians). Please send us the steps or guide me after installation part.(dont send me admin guide of manage engine) I need proper step so that will be easy to implement.(ex-how to push agents,creation of groups ,dept etc..) I had done the installation only and created a credential for domain. reply ASAP.
Field Skipping
Hi, Do you know how we can stop our requesters from placing special characters into Fields we have set as mandatory ? They seems to just want to skip things.... One example is we have a field asking of a persons name, but alot just fill it in with special characters etc.(-';[}*/-+/) Is there any way to stop users from simply placing a character in the field ? (Exclude special characters or controls around meeting a certain character set. etc.). A
Purchase Order - Ability to Sort show cost field - sort by cost/date?
Are there any other columns that can be added to the purchase order screen? We feel the PO section really took several steps backward with the update we are on now. We'd like the ability to view PO cost in a column and sort by that, as well as PO date.
Pass-Trough request password
The pass-trough works well if I open the servicedesk via browser by server name: https://server-name But if I open the servicedesk via browser with for example https://helpdesk.doamin.com where the helpdesk.domain.com is also the cn for the certificate that I generated, the browser ask for authentication. Regards.
Auto Reply Question
can I turn off auto reply for only one requester? If so where can I find this at in SDP? Build 9309
Reporting on Solutions
When logging incidents users get prompted with suggested solutions and also after submitting an incident the system also prompts with suggestions. Is there any way to report on users responses to these questions? This could highlight those users who are ignoring suggestions etc. and logging unnecessary tickets instead, would be good to prove the suggestions had been ignored etc. Thanks
Would like to add a new field to my incident template - for priority description
Dear all, I would like to add an extra field to my incident template for Priority Description - as per the defined Priorities - under Admin --> Priority. I've added Priority - which is a drop down listing and I'd like to add Priority description based on the priority which has been selected. Tried to use form rules but cannot see how to add this. Even the form rules are not helping too. Any idea on how I can go about this will be appreciated. Regards, Davis Onsakia
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