Change a scanned item to a component
Is there a way to change a scanned item to a component so that it doesn't take up a license. I need to know about it but I don't need to use a license for it.
Manage Views for Requester
Hi, Is there a way to assign requesters that have the ability to view all requests a default custom view?
License Upgrade
Hi, I am New in service desk plus want to upgrade sdp from standard to enterprise I have the license of enterprise. Please tell me the steps to upgrade without getting any issue Reply ASAP.
Notify the technician that the ticket is near to due time.
Hi Everyone! I have a question regarding the automatic emailing wherein the ticket will be due for example the ticket will be due at 3:00PM with that the manage engine will email or notify the technician 20 mins before the ticket is due. Regards,
Add a technician as an Active Directory user
Is it possible to add a technician as an Active Directory user? Every time I connect to the portal (SSO enabled) I need to logoff and then to authenticate as a local technincian. Regards.
Seeing requests not in my group
Hi all, I have a question if it's possible to see a request/incident in another group without being a member in it? And also being able to add a note to the request/incident. This is useful to us because we have our support wanting to check up on issues that the 2nd or 3rd line are working on. They also want to make a note on the request/incident. I haven't found any solutions to this. Does anyone else have the same problem? Is there any solution? Thank you all in advance! Regards, Per Torell
Priority Matrix
Hi, We've just started using the Priority Matrix, it seems fine with Incidents but does it apply Priorities to other functions (Problems for example ) I was just wondering the scope of it's control. A
Survey
When clicking the link to take the suvey's non administrators are getting "User does not have sufficient privilege."
Technician Time and Costs
Hi, I was hoping to get an understanding on where the technicians time and costs are calculated? I understand that any work log information added to an Incident or request is then added, but what about Problem, Project, and Tasks? are these added into the overall cost when reporting? Thanks
API Key - Technician Generation
Is there a way to prevent a technician from being able to generate their own API key?
When clicking on a report, page doesn't scroll up automatically?
I am not sure if this is a bug but when I am in the report module and I scroll through the folders and click on a report I want it executes the report but it don't automatically bring me to the top of the page to see the report, I have to manually scroll up to see the report. This is confusing a lot of end users as when they click on a report, they expect something to happen but they call the helpdesk saying all they see is a blank page. Also if it's a big report that has to be generated, the users
IOS and android push notifications not working in 9307
Hello, I cannot get any push notifications to work in 9307 on windows sever 2012r2 using mssql.
Create a change advisement
Hey yall, We have manage engine now and I have zero time to look over the, albeit very well written, documentation to figure this out. I'm wanting to create a change management form that needs zero approvals. The idea is that when a change is made on the fly, say a website whitelisted or blacklisted, the tech can go into this change advisement template, put in the associated information, and they are done. How would i accomplish this? Thanks.
When a new version 9309 is released?
Hi, When a new version (Build 9309) is released? Thanks
How to change database from POSTGRESQL to MySQL
ServiceDesk Plus Frequent Crashes/Unresponsiveness with latest upgrade.
We've experienced this issue with prior upgrades and support has requested we send logs each time which we've done. I do not believe anything has been done to address the issue but we sorely need it corrected for our users. Version 9.3 Build 9308.
How to hide 2 HTML elements in Request form?
Dears, We are facing an internal security concern that requests us to hide the 2 HTML elements highlighted below from all the forms. We would need those tags to be removed from all pages where they exist. How can we achieve this? Thanks in advance for your support. Thanks, JS
Modify Change Control ID
Is there a way to change the Change Control ID to start at a specific number? I found the way for Requests but not for Changes. MSSQL http://kbase.servicedeskplusmsp.com/faq/requests/i-want-all-requests-in-my-application-to-start-from-request-id-19001-instead-of-default-request-ids-assigned-by-servicedesk-plus-msp-how-do-i-change-the-request-id-number.html
Assign Error
Hello, After upgrading to 9300 we are facing some issues in ME SD plus. Now not showing the default request portion in Incident template field. And now we cannot assign technician from inside a request. Can you help me to resolve this issue. Thanks and regards, Haris.
Help with Field dependencies on Incident templates.
Hi, hope someone can help me. I've created an additional Incident field which has a list of 4 values. I've created a test template which includes this additional field: What I'm trying to do is set a dependancy so that the contents of this list changes depending on the choices made in the Subcategory and Item fields I've been reading up on this, and it seems to be possible by executing a script on load. I'm following "Case 1" on the following page - https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/field-form-rules-usecases.html
Search Option for Requesters
Good day, The Technicians has the possibility to do searches into the Requests: Technician View The question is: ¿Is it possible to activate this Search feature for Requesters? (in order to enable the requesters to search into their requests) Thank you.
Email Notification not send after creating new request
Hi, I am creating request in service desk plus 9.3 Build 9302 with postgre data base. It was working before fine but i restart the server after that it stop sending notifications. My outgoing server settings smarthost , smtp and port 25. Request create in service desk but couldnt send notification to technisions. Thanks Fariha
Can Requesters Close their Own Tickets
When a user opens up a service ticket, is there an option which I can set that will allow the requester to close their own ticket? In the case that they resolve the issue on their own it would be nice if they choose to close their ticket. Thanks
Auto Login
Not sure what happen to the auto login feature. I would like this fix. Requester are seeing this. Version: 9308
Prevent completing implementation phase when tasks are to be done
In the Change Control Module, is there a way to prevent users from clicking Complete during the implementation phase when there are tasks to be completed yet?
Error from SMS notification Settings
Dear Team, Please note that I am getting an error from Google Chrome when clicked on SMS Notification Settings from Admin panel. I have tried restarting the services and clearing the cache from the browser. Error: The page you requested does not exist. Help! =Shaheed=
New Incidents associated to the Prroblem
If the new created problem will take time to resolve ,how about the SLA of those New issue associated to this Problem? what is the best practice that the SLA for the New Incident tickets will not be violated?
Ability to utilize Closure Codes when marking request as Resolved?
We have set up Request Closure Codes so that we can track, for instance, duplicate incidents, incidents that Technicians are unable to reproduce, requests that are not approved, requests that are resolved/fulfilled, etc. But we'd also like to have Technicians mark requests as "Resolved" so that the original Requester will actually close the requests, signifying their agreement with the Technicians' closure code selection. It appears that Closure Codes are available when a Technician "closes" a request,
Upgrade Service Desk Postgres to SQL
I need to schedule an appointment to have someone upgrade my Service Desk from Postgre to Microsoft SQL.
One user two entries as Technician in dropdown
I have one user that is showing up twice in the dropdown as a technician, but when I look in the admin tab, he is only showing once. We are on Version 9.3 Build 9308. He is also not receiving emails.
XLSM attachment problem
If we attach an XLSM file to a ticket, we get the following message in Excel when trying to open it afterwards: "We found a problem with some content in 'FILENAME'. Do you want us to try to recover as much as we can? if I click YES: Excel completed file level validation and repair. Some parts of this workbook may have been repaired or discarded. Replaced Part: /xl/worksheets/sheet1.xml part with XML error. Whitespace expected. Line 2, column 796718. The first tab in the excel which contains data
Issue with global search and top menu in ServiceDesk Plus 9308
Mouse click on (Requests) at the top menu do not become showed reversed and keept marked when Norwegian language is selected. (Ok in other languages). The other choises becomes reversed background (Problems/Changes/prosjects) when selected with mouse clicks as they should. If we fill in sometig in the search field at the top and press Enter, the view changes always to "solutions" (in Norwegian this is named: "Kunnskapsdatabase"). The search function works fine if selected language is an other than
Notes
Is there a way to prevent the requester from adding a note?
Single Head Department approver in multi sites ( or Whole Organization) for service request
Hi, I have two sites and every site has their departments and every department has it's head department, but some department expanded in whole organization. For example, there is a Financial department that shared or expand in SITE A and SITE B. This department has a Head Department that exist in SITE A. Now I want to design a service catalog that need to approve head department. But because of that Financial Head Department exist in SITE A and not exist in SITE B, Financial Department in SITE
Merge requester accounts
Having been using LDAP lookups historically, many users have ended up with multiple accounts. I guess that they have first attempted to login with their username, and an LDAP lookup has verified their details and created an account. Subsequently they have tried to log in with an email address (as username) and again LDAP has verified their details, and created another account. We also have examples where users have changed names, and have ended up creating multiple accounts too (some as many as 4
Stop to select non-existent requester
Dear Support, When I create a new Request I have to fill the Requester Details form. Under it there is a "Name" parameter. We are using AD integration and select the requester name from the list the SDP offers. If our colleagues make a mistake and accidentally hit an enter without selecting the proper AD user they are able to record a ticket with a non-existent account that will be recorded to the requester database also. Because of this there is a lot of similar (an non-existent) requester in the
Time-out
Dear, I am not sure there have any setting which related to "time-out" function For example, when I log in to service desk page, and haven't any action after a short period (e.g. 15 mins) there will have pop-out window which show you will be log-off after xxx mins Or, It will automatic log out, and I need to log in again if I need to use service desk plus again Could anyone can advise how can set this function Thanks and regards,
Recalculate processing time and reset SLA when request re-open
Dear experts, Now, SDP calculate processing time and alert violation requests by closed time subtract created time. I need to recalculate processing time equal resolved time subtract created time. And one more help, when request re-open i need reset SLA time.Many thanks. Regards, Tiep P
no reply template option anymore
Hi We are sing MSSQL version 9.3 build 9308. We can't see an option to change the reply template anymore. Has something changed in this new version?
Email all technicians at once.
Boss told me to Email all technicians through service desk and tell them to close their tickets. Is there a way to send a email to all at once somehow.
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