Request with copied in addresses
Hi all, This is a possible real life scenario: User A sends an email to the Helpdesk and also copies in user B (CC) for further comments. Subject of the email is: Testing Both, user A and user B will receive a ticket creation notification ie ##111## User B then has two optiosn: 1. when user B responds to the original e-mail sent by User A wit subject Testing, he will generate another ticket with ##112## and the subject of RE: Testing 2. when user B responds to ##111## ticket notification, Ticketing
Question: 2 diffrent licences, 2 servers
Hi all, Got a quick question about 2 different licenses. Situation: we have 1 live server and 1 test/backup server both with licenses however the live server has a license for 50 techs while the backup server has a license for 10 techs, we need to backup the live server too the backup server, what will happen too the techs and the system if we did this on these two different licenses? Will it stop us from doing the backup copy completely or will it reduce the amount of techs that are useable on the
HTTP 500 issue after upgrade to v9.3 build 9307
Hi, After upgrading my ServiceDesk Plus installation to v9.3 build 9307 2 days ago we've needed to restart the windows service at least twice a day as users start to get a HTTP 500 error when trying to navigate to the site. Logged on SDP ticket # 8050692
Self-Service Portal "Submit Request" Widget
Good Afternoon, I noticed that the behavior of the default "Report an Incident" widget caused it to change between going to my default incident template and the service catalog based on whether or not I had anything enabled in the service catalog. I wanted it to always go to my default incident template, and only allow the requester to pick a template by using the "Request Catalog" drop down in the top left of the header. In order to achieve this, I created an html file with the same icon and a
Mail Fetch
I am unable to stop the mail fetch. It currently says running, and the last attempt says it was yesterday. When I press stop fetching, it just spins. Is there a way to stop it without restarting the application?
Can i give a requester administrative permissions?
I need to give a specific requester admin permission to review requests, assign requests and change settings. can i do that? if yes how?
Adding Radio Buttons or Select Multiple Items
Hi, I am trying to design a form, where a user can select multiple IT systems. I have tried to use the multi-line new field, but it does not seem to do what I would like. For example, a user can select system 1 and system 3: - System 1 System 2 System 3 Our current form (external to ManageEngine), has tick boxes, where a user can select over 30 different options. Thank you for you help in advance. (admin, if the question is not in the right place, please move it ) Donna
Changing Scanned Assets
We are trying to leverage the asset management section of Service Desk Plus but unable to make the required changes. For example: There is a product type 'Switch port' When we scan the IP range of that network for other devices, (workstations, server, etc) the IP address of the switch port (or even the ILO on the server) show up in the scan. When we go to Assets - All Assets screen the 'actions' menu is limited to: Modify State, Add to group, Configure Depreciation When we open the CI Details -
Text Editing and Formatting
Good Afternoon... Is there anything on the roadmap or planning for future releases to look at the text editing functionality? I've always found the formatting of email templates, replies etc to be very inconsistent. Formatting will change on it's own (eg, a line will send in bold or un bold), or trying to edit an email signature and putting a line break in will then throw out all other formatting in the template. We're in a position at present where I don't feel confident changing templates as I
Missing translation in multilanguage for defined views
Hello Build 9307 Sorry, if this was posted before. In the defined views, there are the new Shared Views not translated into German (and maybe other languages) Regards, Markus
SDP API XML Output
I am trying to modify some of my assets via the SDP API. I am able to do this successfully, however the output format that is returned when the operation is completed is in JSON format. I would like it to be in XML format. I see that the documentation says to use an optional field to specify this, however I have been unable to find how to do this. Is it possible to provide a simple example of the input data that I would need to specify in order to get XML output? Thank you very much!
Is it possible to hide "Resources" in request view?
We have some Request Catalog items that use dynamic forms. Basically the first Resource (under "Asset Details" section) contains a drop-down list that defines the form type. Using field and form rules the remaining Resources/Questions are displayed or hidden depending on the selection. The problem is that in edit mode it works perfectly (only the relevant information is displayed), however in request view all Resources and Questions are displayed (including non-relevant Resources and Questions that
Resend Conversation issue -- new feature introduced in 9300
Often we run into an issue where a technician does not have the ability to reply to the requester. They are provided with the 'Forward Request' or 'Resend' options: This seems to occur in two circumstances: - another technician, then assigned, is cc'd on a request. The technician replies which creates a new ticket. This ticket is then merged to the original which creates the broken conversation - multiple technicians may work on the ticket and be assigned a task through its lifecycle. If one technician
What's the most innovative thing you've done in your IT support?
A general perception is that innovation is very rare in service desk environments that are generally locked into established processes. . I am trying to understand how innovation happens in IT service desks and looking for instances or examples where service desk/ sysadmin professionals innovatively solved challenges facing their service management operations. It could be handling a crisis situation , or a process tweak/ use of technology to achieve results,a growth hack, or a focused practice of
Email notifications for Problem, Change, Pojects, Tasks
Hi Can you please advise if the IDs for the above modules are in the subject field (e.g. Problem ID ##$ProblemID##), will emails coming into SDP be parsed and attached to the relevant Problem, Change, Project, or Task record? Everything I've read refers to Requests and not the other modules. With regards to Task notifications, there is the Associated Module fields exposed. If I include the Associated ID in the subject field (e.g. Task ID $TaskID [$AssociatedModule ##$AssociatedID##]) will emails
Add ## ## automatic
Hi, I want implementing a template that some tickets with specific requested, when we reply that ticket add automatic the ## ## . to add the history in the same ticket Is possible add automatic the ## ## in these tickets ? Thank you in advance!
start Purchase-Request as User?
Hi, I am evaluating SDP and got the free Version of 9.3 Professional running. Does SDP allow a User/Requester to start a Purchase-Request? As it seems to me, this is not possible, since the SDP-User-Guide only mentions the Purchase-Request-Approval but not how to start such a Request. Thanks in Advance Fritz
Too many notifications in a group request life cycle...I'd rather only have new/closed notifications, but how?
I am not seeing a way to notify a group when a request is CLOSED. We have multiple support groups, and we do not want to be notified each time a request is updated. From what I can tell, the only way to let a particular group know when a request is closed, is to turn on update notifications, which is too many, we only want a notification when the status changes to CLOSED. There is no need for the entire group of technicians to get updates each time any change occurs. Is there a way out of the box
When Service Restart needed?
Hi Team, We are using SDP in our environment, just started.. We like to know that, When we need to do a service restart? and Which kind of configuration in SDP need a service restart? For best practice! Thanks,
Special Authority to a certain Template
Dears Can we give specific Users access to specific Template ? thank you
GET_REQUESTS API Restful - Filters by date
Hi every one, I need the results of the GET_REQUESTS API Operation filtered between two dates, (like a search engine), it is possible? For example: { "operation": { "details": { "from": "0", "limit": "50", "filterby": "All_Requests" "createddate": SOMETHING } } } Thanks Greetings
Task notifications
Is there a way to automatically notify the technician assigned a request/case that a task has been actioned/completed/updated? I'm thinking a tick box that says 'notify assigned technician' would be great - similar to when you add a note to a case. I've searched through the admin section and I can't find a way that I can automate this via the notification settings. Thanks!
Is there a centralized request/incident logging location or report
I am looking for a way to see incidents that are deleted or modified and by which technician or admin.
SD plus API JSONP support
Hi, Does SD plus supports JSONP in REST API? Thanks, PK
Aprroval limitation - Incident
Hi, Is there a reason why multiple approvals are not allowed in incidents? Most of our incidents end up becoming service requests.One more issue with service requests is that they cannot be merged and duplicating them is tedious (unlike duplicating incidents).
On Behalf of - Can we hide the fields (=columns) associate with the users just to show the name?
Dears, In our organization a new requirement was raised, that different areas cannot see other areas. Our current situation is that users can raise tickets "On Behalf of" anyone (DB value set as ALL). Before we consider redefining the implemented Sites, and set the parameter to be filtered by Site, we considered reducing the number of information displayed in the popup window just to the name. Please note this is not a matter of user preference, as we want to block the access to this information,
Can't find a user to assign a workstation to.
Hi, After updating to build 9306 we encountered a problem with assigning workstations to users. When we try to assign a workstation, we can't find users through the searchbar, only manually scrolling through the list of users. Searching in requests seem to work with problems too. When we search through the requests with can't see some of the last resolved requests. BR, Alex Matveev
Task Order in Change module
Hello Team, As a change manager, i am able to change the task order but as an implementer, even after assign full access to the implementer on the implementation module, they are not able to change the task order. You advice would help us Regards Solomon Ferns
Sorry about the question, but....
In summary, what is the differences of create an IT Service Category to Business Service Category ... which\what is the reflect of that choice ? best rgds
Boot Camp Mar '17 - Asset Management
custom field
Hi, we need to add additional field in one of our service catalog item, this field will be numeric and it has to be attached to the descrtiopn directly whenever this field is filled. for example: the above pic is showing the Ref. ID field which it will be filled by the requester and it has to be attached to the description at the END of the mentioned URL in the description. for example: if the requester fill Ref ID field with 385 the description will be as the following with the hyperlink: https://liverequest.corp.boubyan.com/FormsCenter/Forms/AllItems.aspx?View={67FAE532-C275-40BD-83E7-52C4BE8DF4CB}&FilterField1=ID&FilterValue1=385
Help with Custom Trigger to Change Incident Requester
Hello Could somebody help with me a Custom Trigger Script that will change requests received by email from USER1@ABC.COM to USER2@ABC.COM I do not see the option to this is in Business Rules otherwise it would be a lot more simple. Hope you are able to help!
How to make Site information visible to technicians
We support users across many offices and have setup a "Site" for each office. Is it possible for the technicians to make the Site details visible to the technicians? Specifically I would like them to view the address and phone numbers. Thanks Sal
Missing the Cisco Phone Credential
We have a need to scan our Cisco IP Phones into ManageEngine to track them as assets. In reading documentation, there should be a credential for Cisco phones called "Cisco Phone Credential" which uses the HTTP protocol.. We are using SDP 9.2.38 and do not see that credential in our credentials library. I also do not have the option to create a new credential using HTTP in our production environment. I installed a fresh copy of 9238 and I can see the cisco phone credential as the only credential
Assign Technician that replies to requests
In our usecase, Users enter a ticket by submitting an email to the email address assigned to ServiceDesk Plus. We have two technicians that are notified that a new ticket has been entered. When Technician A responds to the email, it appends the ticket with their response. I would like to configure SDP to assign the ticket to the responding technician. I have tried to configure this with business rules and auto-assign. Is there a trigger I can configure?
ServiceDesk and AD
Hi, We've been using ServiceDesk for years with local requester accounts, but are considering changing to importing our users from AD and enabling AD authentication. We already have locally created Departments and Sites. If I import the AD will our AD Departments also be imported over? Ultimately, we want new requesters and requesters who move locations to automatically get added to their correct department. Will enabling AD authentication provide that result? Thank you, Vicki
Change the Subject Tag for appending correspondence to Request
Hi Guys, I was wondering is it possible to Customize what the "trigger" or "tagline" is for SD+ to append correspondence to an existing ticket? For example, I believe the default one is ##RequestID## is it possible to change this so it includes an extra hashtag ###RequestID### or change the symbol altogether to say something like **RequestID** Reason is we have 2 (potentially 3 coming up) separate installs or instances of SD+ within our organisation who on occasion may need to correspond with each
5000 tickets per day
Will the servicedesk system handle 5000 tickets per day (tickets are generated from 8:00 to 22:00) Tickets will be kept for around 13 months, so the system should allow to work with 1 430 000,00 tickets. Will the system be efficient with so much data? What hardware configuration is needed to install the application in the configuration as above Mrknow
Always show change module for requesters in specific user group
Hi, I'm evaluating the new update and are trying to activate so that the change module is always showing for a specific user group. How can I do that in below environment? Version 9.3 Build 9306 Database: PGSQL
Merge Requests
I understood there were 3 ways to merge a ticket, 1. Open an old ticket and merge it to a new one it takes the new ticket. 2. Open a new ticket and merge it to an old one it takes the old ticket. 3. Check the tickets from the requests tab view and merge, it takes the old ticket, with a proper warning. (I feel this is a correct behavior.) The behavior change confuses me. This would confuse any user I believe.
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