Scheduled Status Change build 9308
It seems after upgrading to build 9308, the schedule status change is not working again. I know this was an issue in an earlier build that was fixed recently, but seems it is broken again as our status changes are not occurring per the scheduled time set.
i cannot select incident template in request form.
incident template selection field is missing in request form.
Change - send notification
Hello, After upgrade SD+ from 9301 to 9307 we lost visual editor field Description in Change module (Changes -> choose change -> Actions -> Send notification). But In "Problem" module visual editor is working. How can I solve the problem?
Problem after update 9308
Hello, We have a problem after update 9308. On "Reply" window disappeared some fields "Title" and "Reply Template" Any ideas? Russian screen: English screen:
Increase Contents field in Solutions page
Is there a way to increase or allow the text field to be increased on demand in the solutions page for the contents field? It appears that Title, Keywords, and Comments can be expanded however this feature seems to be left out of what I would consider the most important field to actually have it.
Query Task linked WorkLog
Hello!, How to create query the task linked worklog the project module? Database : PGSQL Versión: SDP 9304 Many thanks!!.
Operation ADD_REQUEST is not supported
Hi I'm trying to add a service request using the Rest API but getting error I'm using a C# WinForms application and below is the url which gets generated for POST, I can very well get the data using GET_ALL operation but not able to create a service request. http://<mysdurl>:8081/sdpapi/requester/?TECHNICIAN_KEY=28B7FD10-C515-402F-8B24-FC90E919ECEE&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<Operation><Details><parameter><name>requesttemplate</name><value>Marketing Request Form</value></parameter><parameter><name>technician</name><value>Paritosh</value></parameter><parameter><name>level</name><value>Tier
How to escalate tickets
Hi, Silly question but I cant find a way to escalate the ticket.
Upgrade from Build 8110
No one has done anything to our ServiceDesk Plus in regards to updates. I'm still running version 8.1.0 Build 8110. I know that you have to upgrade the version in order. What do I need to attempt to have our IT staff complete this? I have downloaded the 3 most recent versions, but I will assume that I am missing some and can;t go from 8110 directly to 9100. Thanks
Ticket Creation . . . oddity
Let's say I have three Support Groups: Group 1, Group 2 and Group 3 Technician 1 is a member of Group 1 and Group 2, but not a member of Group 3 Technician 1 takes a call from an end user. He knows that the ticket needs to be assigned to Group 3. He creates the ticket, and assigns it to Group 3. When he clicks "Add Request", he sees the error "Request does not fall under your permitted scope. So you are not authorized to update the same." and is given the options to "Go back and try again" or
Upgrade SD plus from 9.2 9225 to 9228.
Hi, How do I upgrade to build 9228 or get the ppm file only for build 9228? We are currently on build 9.2 9225 and want to upgrade to build 9228 only. The Service Packs download page has only the link to download to upgrade to build 9300. Thanks, Arun
Notes Export / Report
I need a report that shows all notes, the author of the notes, date/time the note was entered, and what request the notes are associated with for all open requests. Our SDP environment is: Version: 9.1 Build: 9121 Database: PGSQL Can anyone out there help?
SDP will not start after reboot
I am normally very patient, but after several days of much trial and error, I am coming to the realization that we may never be able to migrate from build 9230. Before I can do that, I need a STABLE version of SDP running in DEV (if there is any such thing). To start, all I want to do is make a copy of my production database and bring it up in my development environment (Windows Server 2008 R2, 4 CPUs and 16GB RAM). After much trial and all error, I completely removed SDP from my development server,
Email Parser not working for non-technician user
This is a problem that appear a few weeks ago since it had been working fine from the beginning. We have created an OUtlook form for user to create Helpdesk request via email. We have also configured the email parser in HD to automatically assign a Request template to some type of request. In the last week that stop working for simple requester. I mmean by that if the requester is a HD technician the amil parser is working just fine but if the requester is not a technician the email parser is not
Search shortcut on 9307
I was told that previously the "s" key was a shortcut to the Search menu. In 9307 it goes to SELECT TECHNICIAN Is there a new shortcut to jump to the search? Also, with the new RESOLUTION feature popping up the FCR box, It would be nice if the Comments could go straight into the resolution rather than having to potentially type it twice. But having this here has received positive feedback except for that. Thanks
migrate currently open tickets
Is there a way to migrate currently open tickets including the conversation and time spent to another instance that is different version of SDP and DB?
Technician Allowed to View Inheritance
Hi All - We are attempting create a base level technician role (with minimal configurations that work with all technicians). I would then create additional roles with very specific access for those who need it. This would resemble a tiered permissions approach. The problem I am running into is with the inheritance of permissions. Scenario: I have 3 departments that I would like to be able to view "All". The remaining 7 should only be able to view "All in group & assigned to him". However, when I
SD+ Integration with AD Manager - Disable policy
Hi All, I Configured the integration between SD+ and ADManger and I am testing to disable a user account straight from SD+. On my test, the account was disabled successfully but did not apply any other task from my disable policy as it usually does when I disable a user straight from AD Manager. I guess I am missing something... Thanks for your help!
Issue with user (requester) on SDP
Dears, Why a user (requester) is not able to see her request on SDP, even that I am giving specific role permission. Case: I have tried to change some permission issues and accidently I change her user to Technician. When I change it back to Requester, now the user cannot see even her own request. Please advice, Driton S. Bejtullahu
Auto change status when associate PO
Dear all, -Any method or custom trigger when we associate PO to request and the request auto change the status ? - Custom trigger assige to Specified technichian ? Thanks
SDP on Port 80 and A record
Hi I have a web server which currently host other applications and intranet site on Port 80. Is there a way of installing ServiceDesk Plus on port 80 without causing any conflict. Kind Regards Jason Wong
Auto Complete user name
Hi All, i'm using the lastest version,my prolem is requester name field. how can i make it populate like select approve ex: my user name is "005 London" if i type london in requester name field "London" it don't show, just show when i type 005 but in select approver if i type "London" it also show 005 London. i know near requester name field have button search request but that take more time, so any script or how to make requester name field same select approver ? Thanks
How to configure Android Mobile
How to configure Android Mobile
Changing fonts in SD+ 9308
Hello, How can the request list fonts be changed?
How do I restore Popular Solutions to the Self Service Portal?
I accidentally removed the Popular Solutions box from the SSP - how do I restore this? :)
Robo Technician vs ADSelf Service plus
Hi ManageEngine, We are evaluating the possibility to buy a license of Robo Technician for SDP or buying another platform: ADSelfService Plus. We have ME SDP 9.301 Enterprise Edition. First, Robo Technician can do reset of password with accounts imported from AD? or can only do with local SDP accounts? Can a Robot Technician work with the field "on behalf of", so once the ticket it's done, it can send the credentials to the colleague so they can give them to the real owner? What is the roadmap for
How to Set Out of Office
Hello Team, Our working hours is Mon-Fri from 9:30 am to 6:00 PM.we need to set some Notifications to my requester during non productions hours. When any request is raised after the business hours or during weekend a ticket acknowledgement with Ticket ID will be sent to them, along with that we also need to send some notification that it is non business hours for e.g. setting Out of Office . I have noticed some options under the Organisation details--> Opertional hours and enabled the same. Please
How to setup Outage scenario tickets
I'm looking for suggestions for scenarios where there are system outages and how you all handle them in your setup. If a requester enters a ticket, how does the rest of the management get notified in all departments? Can a ticket be created with view only permissions to all? Example, our internet is down, how do we notify the company heads and keep them updated? How can they go to the ticket and see updates to IT's progress?
Manage Tasks with Email Command
Hi. We have a template, with tasks included. For some tickets, not all the tasks are necessary, so was wondering if an email template (email commands) could also control which tasks were active (ticked) and not active (not ticked)?
Technician Notifications
Is there a way to disable notifications for tickets that are created by a technician?
Admin SMS Setting
Admin SMS Setting Please why do you allow only American SMS Gateway providers instead of having a dropdown box to select/choose a (Country) and show available SMS Gateway providers so that we are all not forced and clogged on only American SMS service providers and Gateway providers. Please allow www.smsfactory.co.za in South Africa as first International SMS Gateway amongst others so that we can configure to ensure benefits of continuous usage of SD Plus Enterprise. You can call them to show
Inventory of bulk consumable items
We need to be able to track inventory levels of bulk consumable items - proximity scan cards for our timekeeping system. We order them in packs of 20, usually 100+ at a time, and issue them in similarly large quantities. It seems crazy to create a separate asset for each individual card, we really need a way to track them in bulk and just increase/reduce the inventory level as we receive new ones and issue them out. I don't see a way to do that in ServiceDesk, so we may just need to do it in Excel
Can powershell scripts be evoked if a request meets certain form criteria?
Just wondering if anyone has worked this out yet, so that a powershell script can be evoked for example: dropdown field has a certain value, then evoke a powershell script upon submission and pass it arguments from the request form values.
Sending Email to requester based on specific subcategory
I have a query to be clarified. Can you please help me out with the following: Is it possible to send Email notification automatically to the requester based on the category and subcategory he/she selected. For example if the category is to create a new email for the new employee. Send them back a reply requesting to provide The details of the user(first name and last name etc). Looking forward for your kind assistand asap. Thank You!
Set change roles based on change fields
Hi ManageEngine, We are using ME ServiceDesk Plus 9.3 and we are facing an issue: Is the a way to set change roles based on change fields? Any help would be appreciated. Ana Rodriguez
Change Template fields: implementer/Line manager/reviewer/approver
I am running the latest 9.009 build and was hoping to be able to add these fields to the template so that they could be assigned at the outset. This is particularly necessary because once the ticket is filed the process of adding in these roles is quite tedious I tried going to the change template but these fields are not available to add to the template. I am however able to add notifications once a change is submitted to each of these roles in the workflow, which leads me to believe that
Would this migration plan work?
We currently have ManageEngine Plus Version 9 Build 9000 installed. We are having a number of crashes and issues when we try to update the system. Would this plan work? 1. Install the latest version of ManageEngine Plus on a new server. 2. Backup/Migrate the data from our old install to the new server. Thanks.
Requester Details
I'm hoping there's an option I'm missing here. I'd like to add some information to a Requester Details pop up window. Here's what I'm talking about. In a Request, I click on the Requester like so: Which then gives me this pop up: However, it's not showing me all the details I want. I want it to show the field "Reporting To", here it is when I look at Requester Details from the actual Requester List: How can I do that? Thanks!
Survey Alert
Hello, I'm currently working on setting up a survey that will be sent to requesters after a request is completed. I've found the instructions for doing this in the admin guide. However, I'm not seeing a way to generate an alert when a survey has been taken. In the old system that I used, I got an alert every time a survey was completed, so I could go in and look at the results. Is there a way to do that with ServiceDesk?
Mandate field(s) on close
I am trying to mandate fields be completed before the request is allowed to close. I have tested a few rules I created using 'on create/edit - on field change 'status' = 'closed' - mandate fields XXX'. I tested and I am able to close a request even if fields XXX are not filled in. Is there a way to do this currently in Service Desk? Thank you.
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