Script on form submission to assign to technician
HIi am looking to have a script on form submit in an incident and request template that when a value from a field is selected by the requester that on submit the script routes it to a specific technician. Is this script below correct where xxx is the named technician $CS.mandateField(["TECHNICIAN"]);$CS.setText("TECHNICIAN","xxx");
How to prevent e-mail loop?
I am receiving e-mails such as this: Subject: Absent Description: I will be away from this date to this date. Usually I add the subject to the spam filter subject field and this stops the loop from being repeated if the user is recontacted while being away but in this case, I can't just add the word "Absent" to the spam filter as this will ignore all e-mails that have Absent in the subject line and since HR is using the service desk they sometimes receive requests that say Absent is missing from
Approvals: Invalid Key
Can someone explain why this error occurs with some approvals? We think it's related to the request being approved at a higher stage which then eliminates the need for the previous stage approver to approve (outdated). We've also seen it occur if an approver has been added to two different stages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
ServiceDesk Plus version 9.3 Build 9301
Is ServiceDesk Plus version 9.3 Build 9301 still available for down load. If so where can it be found?
How to delete an attachment from a reply within a conversation on a request?
How can I delete an attachment from a reply within a conversation on a request? I see how an attachment can be deleted from an original request but once there are replies and responses, I don't see how you can delete any attachment on such replies or responses. Has anyone done this?
Solutions tab
Hello, Newbie to this forum. We have recently had our ManageEngine updated and now on the resolution tab we get a 'solutions' option. Is there anyway to turn this off either per user or for everyone? Thanks
Change Management - Testing Approval
Our change control process requires multiple approvals at different phases. First the CAB has to recommend/approve, then the change owner needs to review and approve verifying that the testing was completed. Once the owner has approved the testing completion and the status changes to close, the executor needs to acknowledge via an approval that they have completed to change. How do I go about adding the approval request in the testing phase as well as the close phase?
Report Usage Error
One of my users is reporting an error when trying to run custom reports in ServiceDesk Plus. The error reads; "Sorry, unable to execute the report, as a report generation for this login is already running." This is the first attempt for the user to run a custom report and he is able to run the default reports. He has tried to log off and log back in, but still same error. Any help with this is greatly appreciated.
Subscribe to Request
Hello, Is there a way to "subscribe" to a request, so I get notified on any update to this specific request? Thanks, Shmaya
Calculated Priority
Hello, Is there a way to have a calculated filed? I would like to have a priority filed similar to this: https://confluence.atlassian.com/servicedeskcloud/calculating-priority-automatically-827107708.html Thanks, Shmaya
Add Linked Request number to Purchase Order Report
We currently have this query report, but want to add the Associated Service Request to the report. How do we do that? SELECT "po"."PONAME" AS "PO Name", "po"."POCUSTOMID" AS "PO Number", "poaddfield"."UDF_CHAR6" AS "Customer Name", "poa"."FIRST_NAME" AS "Purchase Requester", "pos"."STATUSNAME" AS "PO Status", "po"."DATEORDERED" AS "Ordered Date", "poaddfield"."UDF_DATE3" AS "Date PO Received", "poaddfield"."UDF_DATE2" AS "Estimated Arrival Date", "po"."DATERECEIVED" AS "Received Date" FROM "PurchaseOrder"
Is it possible to receive notificationis about a request that we are not assigned to?
We're using SDP 9306. Essentially, is it possible to "follow" a request that isn't assigned to us? For example, I assign a request to another tech. Whenever that tech does anything, like adds notes, updates something, and closes it, I (or anyone else who wants to "follow" the request) would receive email notifications about it. Ideally, I really just want to receive an email notification about it being closed, but the rest would be even better. There are some situations where we will create a request
"Reporting to " description
I have searched many times about "reporting to" description and its difference with "department head" could not find any relevance topic. would you please advise.
How to lately see email sent to Approver
Hi there, I'd like to know if there is a way for a Technician to read the email sent to Approver. When I manually add an Approver, I could customize the approval email template, i.e. adding specific info about the request, but as for now there's no way to lately read that email. I hope I made myself clear. We're on version 9.3 Build 9303 thanks alessandro
Implementation guide
Is there an implementation guide available for the change module? We would like to use it but really could use some best practices on how to do this.
How to integrate OAuth google in MSP?
Hello I expose my case, I need to integrate OAuth 2 to authenticate and to enter serviseDesk plus, I read the documentation but not found how to manipulate the login section. What I need is to use a custom access mechanism where I can validate the credentials and their result handle the persistence (create the user session) referencia https://developers.google.com/identity/protocols/OAuth2 I hope I have an answer
Close Request Unsecured
Hey Guys, When a request goes to "Resolved" status our system generates an email to the requester with a link to close the request. When they click on the link a webpage opens with Request ID, Subject, Description, Tech and Resolution. However there is no need for them to sign into the request to close it. 2 Questions Is there a way modify that screen to not display the description and resolution? All our communications are done via email but we deal with some PHI and it has to be secured so in the
Cursor position after clicking reply on Request
Hi, It would improve the SDP product functionality if when clicking reply to a request when displaying the request the focus of the cursor was positioned at the top of the reply section. Many thanks
Licence Renewal Email
I've emailed servicedeskplus-support@manageengine.com twice now to request assistance renewing our licence before it expires at the start of June, haven't received any response. Is there a more appropriate email address to request licencing help?
Self Service Login Details Notification
I have enabled the "Send Self-Service Login details" notification, now how do you push out the notification to the users? Thanks!
Access
I cannot Login as Administrator from the Server even users cannot Login, it says Username and Password incorrect: ManageEngine ServiceDesk Plus
Requester Details SD+ 9307
Good Day, We have 450 imported Requesters with: Requester allowed to view: “Only their own requests” (default) we would like to assign: Requester allowed to view: “All their Department requests” ¿Which is the best way, if any, to automatize this change instead of doing it manually ? Thank you
Report last scanned time
I want to a report with the following information for desktop and laptops User, Computer name, Last scanned time, site, type of asset (desktop, laptop) only need that check the last 15 days and the computers that have asset state "in use" but i want to schedule the report that run automatically and always find the last 15 days state how can i obtain that report ?
Can we setup a test server with our licence?
Hi All, In my organisation we use ManagineEngine ServiceDesk Plus 9.2. It is the Enterprise Edition and our licence ID is 645089. We currently have it installed on our server running our Service Desk software. We'd like to know if our licence allows us to install this on an additional server as a test/development environment. We want to do this so we can test new updates and changes before rolling them out to a live server. Obviously rolling out changes and updates to a live system without it being
Additional fields hidding randomly
Hello, I recently upgrade to the 9307 version, I edited a Service catalog template with some rules and then delete them. now everytime I edit a different Service catalog template the additional fields from the first mentioned template are hidden and there is no current rule for it. The fields appear again randomly through the day, I've noticed that the fields dissapear when I work on the other template and they appear after some time of not modifying anything. Can you please assist to determine what
Community Digest - May 9, 2017
Modify Purchase printed form.
Hello, Is possible to modify the printed form of the purchase?. I need to simplify the form to delete fields that we don't need. Also I need to restructure the form to recolocate some fields in other order, etc. It is possible to do it myself?. I'll wait your reply. Thanks. Best regards.
Issue from to update to 9300
When I update form 9200 to 9300 I found an error when I access to aplicattion (I attached image) ). And the password of administrator user is changed.... Thanks and regards, Gerardo Cortés
servicedesk plus user survey
hi all, We are encountering issue regarding the servicedesk plus user survey features, we want to use the user survey once the ticket are close to take an evaluation survey on the requester on how the technician assist them and solve the ticket. But the encountering problem is user survey link, once the requester click the user servey link (http://localhost:8080/$SurveyLink) it open another tab (Error 404 Unfortunately the page you requested does not exist). hope anyone can help us. thanks and best
Incident templates
I am wanting to put in some type of text/note give the user a bit of direction on how I want the form filled out. I have tried going into the requester part of the form and putting some text in the description field. However... it never saves. I don't really feel it needs to be in the description field for the technician. Suggestions or ideas?
best way to install an agent
Hi i have juts upgraded my SDPlus to 9.3 and i wouldl ike to know the best way to install the agant since half of my computers have the older version and the other half doesnt have at all agent installed i tried with GPO , its hard to track please advice
Requester View - Personalize request list
Really, the Requester View has the list: My requests My openend requests My pending requests ... My group requests ... I would like to personalize this list adding something like i.e. Requester View My requests My openend requests My pending requests ... My group requests ... My Requests mode phone My Requests mode email My Requests mode web form Is it possible? Thank you
Automating change records
Hi, I am trying to find out if I can automate a change being loaded from a particular incident being logged. Is this possible in Service Desk? Thanks,
Pushing the Agent
We tried pushing the agent through the group policy but it did not work so far hence we have installed the agent for individual workstations from normal installation wizard and it was successfully scanned; and although we have followed the exact steps as provided in https://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/methods-of-deployment.html the pushing is not happening through group policy. Note: We are using the Manage Engine Service Desk Plus 9.3 Build
Admin Guide for ManageEngine ServiceDesk Plus 9.2
Hello, Is there an Admin Guide available for ServiceDesk Plus 9.2? I am in the process of updating the short document for all technicians (SDP v8.1). Thanks in advance. Nikhil
Adding custom fields to solution section of problem.
Hello, I would like to know if it is possible to add custom fields under the problem module in the solution section of the individual problems. For example I want to add a Corrective Action and Corrective Action Owner field.
Is there an outlook plugin?
Is there an Outlook plugin for Office 2016? We want to get the reminders from ServiceDesk in Outlook.
How to add computers
Dear All I am new to this software can any body help me how to setup or configured this tool for a computer lab???
Report Request
Build 9301 MSSQL Looking for a report what will give the following by month for the current year Month/Year Requests Created (Incidents AND Service) Requests Resolved (Incidents AND Service) Surveys Created Surveys Received As we don't send surveys to technicians, the requests created and surveys created will be different numbers. Possible? Thanks as always
Template changes locked down
Is it possible to lock down a incident template to protect against the task details being changed? Or if it gets changed, the owner has to approve or gets a notification?
Next Page