How to hide the Resolve Request Window
Hello I made an upgrade from 9228 to 9307 today. Now, if I change the request status in the 'Resolution tab' from Open to Resolved the popup window Resolve Request is appearing immediately. That didn't happen before. We do not want to fill in any Request Closer Codes. How can I hide this window? I can't find the option. Regards, Markus
Name of the person assigning tickets
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Allow Self Approval of Requests?
Can Support please explain this feature? I have been playing around with the application and can't figure out what it does.
License Management Questions
I have some questions regarding license management. We have ServiceDesk Plus integrated with Desktop Central. 1. Where should I manage my software licenses? Is it best to do it in ServiceDesk Plus, Desktop Central, or in both? From what I can tell, if I put the licenses in Desktop Central they don't sync to SDP. 2. When managing software licenses in SDP, what License type should I use for products like Office 365 and Adobe Cloud? These are licensed per user. I have tried the following: CAL,
Sender name sometimes different to configured name
Since upgrading to 9307, we've noticed that some emails sent by the ServiceDesk are showing up as coming from the name of the mailbox, in our case 'servicedesk'. Under Admin > Mail Server Settings > Outgoing > Sender's Name, we have configured "Company Name ICT Helpdesk" as the sending name. When we reply to our users through a ticket, it often shows the correct display name as above, but if a user replies to a technician and the technician receives an email alerting them of a ticket update, the
Resolution Saved
Dears, kindly I need your help how can I hidden massage when update on resolution and move to request as per the snapshot Best Regards, Mahmoud Nour
Filter by Additional Field
Good Morning, We have added an additional field which is applied to our users to record their Division from Active Directory. We would like to be able to use this in the Custom Filter, but it is not showing as an option. Is their a way we can register this field ? Thanks Andrew
Support Group - Owned By
Can you please advise what the Owned By field does in Support Group? Are there any smarts attached to this field?
Survey Result: Custom Trigger
Is there a way to start a custom trigger when survey results are received? An example being, if a survey result comes back lower than a 2 out of 4, start a custom trigger that emails the supervisor. Thanks, James
SD is unintentionally changing the product type
I have a very strange and annoying problem. We have a couple of canon printers in servicedesk. See example below But after scanning the product, the product type changes to something completely else. How f... is this possible.
Timer for unassigned tickets in a group
I was wondering if anyone knew of a way to change the timer for the alert "Alert group members by e-mail when a request is left unpicked in a group." Currently it takes 3 minutes for the system to send out an email to the Technicians stating that a ticket has yet to be picked up. Currently there is only one group it is applied to and we do not have any SLAs set up, nor do we need any. If someone has any ideas on how to change some of these timer settings, please let me know. Thank You, -Trevor
Task Notification to Task Owner
Good Day! Would just like to ask if it's possible to automate the task notification to the task owner whenever they have missed the first notification? Appreciate feedback. Thanks & Regards, Donnie
Service Request Approval - automation of sending email notofication to the approver.
Hi, Would like to ask if it's possible and how can we automate the sending of email notification (approval link) of the service request to the assigned approver whenever they missed/overlooked the first notification alert. Let's say automate it at least once a day. Appreciate response. Thanks, Donnie
Purchase approval levels
Is it possible to rename the approval levels in PO's e.g. Level 1 = manager level 2 -= Director Level 3 = VP
How to add MS SQL or Oracle instance software in CMDB
Hi, I want to add my Oracle or MS SQL instance to CMDB with import from CSV, but I can't find it in import -> CI type. Also I want to add Oracle or MS SQL instance as manually, I see a software field that is mandatory and it's empty like this: What should I do? How to add database instance in CMDB?
API Robo Technician
Hello We are connecting request forms on our Sharepoint Intranet to ServiceDeskPro using the built-in API's in SD. Currently, we have created a "dummy" technician as SDAdmin and created an API key. This solution is taking up a license for a technician. We do currently not have any license for Robo Technician. I would like to ask if Robo Technician could be used for this task instead? Regards, Annfinn
Notifications
Hello, I was wondering if there is another way to receive notifications regarding an update of something (e.g. a task that is assigned to someone under a project is updated by them, but they want you to know of it) other than receiving an email? A good example would be if it appears somewhere in your dashboard that you have pending updates to be read, instead of having it get mixed in with every other email notification that comes into your inbox from ServiceDeskPlus.
any way to update active directory using .Net?
Hello I wanted to know is there any way we can update active directory user details from sql server using vb.net or asp.net? If yes can i have some example links please Thanks I didn't find the right solution from the internet. References https://forums.asp.net/t/2099106.aspx?any+way+to+update+active+directory+using+Net+ 3D Life Insurance Video Examples
Auto assigning to a technician?
Hey everyone, Quick question for you. Is there any way for a ticket to auto assign to a certain technician when the user selects a certain category? For example, I have it set in the categories to where all IT related issues are supposed to auto assign to me. I've noticed though that when selecting the category for IT related issues it doesn't do anything with the Technician field. I'm just curious if there's a way for that to happen or not. Worst case scenario we can leave it blank and then assign
Email fetching
Hello, We are using email fetching to get all our 1st level tickets automatically imported in to SD. Today these email are created based on an Incident template. Most of our e-mails and tickets are "request for service". Is it possible to configure SD to create RFS instead of Incidents? regards, Annfinn
[ServiceDesk Plus] How can we MANUALLY send portal login details to requester.
Hi, On ServiceDesk Plus, how can we MANUALLY send portal login details to all the requesters. Thanks, Pankaj Sain
email Specefic User While Open a New Request
Dears , Is it Possible that when opening , updating or Resolving request to automatically notify a specific User . Thank You
ServiceDesk not work
Good Morning. For maintenance work, I had to restart the server. Once the server is restarted, the Servicedesk has stopped working. When I run the following command changeDBServer.bat and click on Test and Save, the screens that I attach are displayed.
Neither can backup nor install version 9002
Please can you help me?
Thank you very much and I'm sorry for the inconvenience.
Best regards
José Rodríguez
Merging Ticket question...
Is there a way to mark the "Parent" ticket when merging, or is it only to the older ticket number? If the Parent can be chosen I don't see where.
Include Reason Field in Notifications of edited Request
Hello I made an upgrade from 9228 to 9307 today. Now it is possible to activate for the requesters to edit their incidents. Great! Thanks for that! The requester has to fill in the field 'Reason' to update the request. What is the field name which I can select in the notification rules to include this reason in the email to the technician? Regards, Markus
Sending replys and other issues
Recently I have noticed that replies sent from SDP don't always send. I type the response hit send, the request refreshes and no reply has been sent. No error message appears, the reply is just not sent. I then have to send an email from my Outlook client to get the reply out to the user. I have also noticed that when adding a resolution to a ticket and hitting the save button an error appears which i have attached.
Widget - Projects
I would like to have a widget that shows open projects in a pie chart by tech or department. I have no idea how to do this, help please. Thanks
Parent and child incidents
Why the parent ticket can only have 15 child incidents:
Creating a Field & Form Rule that assigns a 'Due by Date' to Tasks
Hi, I am attempting to create an On Form Load rule that would assign a specific due date to a certain task. I realise there is due by date method, but I can't see how to get it to assign the due by date to a task. Could someone please advise whether this is possible, and how I would do this? Thanks for your help
Purchase Management
Hi Support, I can see overdue purchase items on my dashboard but when i click on the items , it takes me to the purchase module-Overdue PRs and there is no data; didnt even get a notification on overdue PRs yet i got at requesting. Please advise Kind Regards, Richard
Service Categories
Whats the difference between IT Service Category and Business Service Category?
Problems with this forum
Hello, Whenever I try to answer on a forum topic, I get the following error: In addition, it looks that some recent posts have been duplicated. What is wrong? Best regards, Demetrius
Issues while posting in ManageEngine forum
Since last afternoon (IST), we are experiencing some technical difficulties while posting in ManageEngine forums. Users are getting the warning 'Something went wrong. Please try after sometime'. Our platform team is currently troubleshooting the issue and we are expecting this to be resolved in a few hours. Please follow the downtime announcement in CommunityWhiteboard forum for further updates. Regret the inconvenience caused.
Push Notifications on new Android App
Hello, I know that push notifications have not been available on the Android app, however, I just got an update for the ServiceDesk Plus App and under the Improvements sections it said that App now supports Push Notifications. However, I am still not getting notifications. Is this feature really working now? Thank you, Roma
inStore assets
Hi, i have a question about asset explorer part of SDP. Why inStore Assets scans during network scan? if a asset is in store means that it is not in use by any person and is not connected to network thanks
REST API GET_REQUESTS column filtering
In SDP v9.2, I need to use the GET_REQUESTS operation to page through all requests. I have some questions: How can I specify which columns I want to return? I only want "workorderid", "status", "createdtime", "resolvedtime", and "completedtime". How can I know how many total requests are available? The result does not say. Can you please also point me to good API documentation for v9.2 of your product? Particularly all information related to using JSON. Thank you. Jason
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
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