SLA or grouping request to a single technician
Hi, I wanted to redirected all email requests to a single technician. So i tried to apply SLA to escalate and assign specific requesters to a technician. Unfortunately, the SLA doesn't seem to work. Is there a bug on the SLA section because i tried to follow up some old forums, and they keep on having the same problem. Do you have another solution for my request rather than using SLA? thank you for your time. best regards, jed p.s i use SDP 9.3 Build 9302 standard edition.
Limit Technician View
Hi, How can we limit technicians to only view their groups and not all requests.
Weekly KPI Report
Hi I need to provide weekly KPI's to my boss and need a single summary reports that gives me the following: Requests Opened Requests Closed Requests closed within SLA Requests Violating SLA Number of open Requests rolling over I can get some of this through existing reports but not sure how to get the ones that relate to SLA's. I would be greatfull if someone could provide me with the query that will generate this in a single report. Thanks. Fred.
Add approval by api Rest
Hi, I'm Sergi Sacristán I'm tring to do and shellScript to generate a Stage approval in ServiceDesk plus, but I don't find away of do it I have founded this example but don't work . In service Desk plus I've put this in the trigger side: cmd /c start /wait powershell.exe -WindowStyle Hidden -file D:\ManageEngine\ServiceDesk\integration\custom_scripts\script.ps1 "$ITEM" My Script contain this code $approver = "mail@domain.net" $data = "{'operation': [{'INPUT_DATA': [{'StageOne': ['$approver']}],
How can I automatically populate the CAB lists
Hi, I have an interface to our HR system that allows me to extract all the employees for each department CAB. I would like to automate loading the CAB lists from this data. Ideally, I would like to automatically remove members as they change departments or leave the company. Is there a way I can do this? Best regards Dave
Add Stage for Approvals?
Greetings, We use to be able to send multiple approval emails on Requests in SDP prior to upgrading to version 9306. I upgraded SDP from 9303 to 9306. In 9303, we could have multiple approves for audit tracking purposes. I found some documentation about adding Stages for approvals now but we do not have the "Add Stage" button listed on the request under the Approval tab. How do I enable the "Add Stage" to the approval tab so we can get our proper approvals and tracking for our Auditors? We are
Apache Struts 1.3.10 Vulnerability Question
Hi, The organisation I work for is currently using Manage Engine version 9.1 (9105) To my understand this uses a version of Apache Struts numbered: 1.3.10, the same as the up to date build 9.3 (9304) Can I ask if the confirmed vulnerabilities below would impact this product to the point where it could be compromised and these vulnerabilities carried out? On the back of this with this version of Apache Struts being end of life as of a couple of years ago can I ask if there are any future plans to
Editing Service Catalog Templates - Retroactive Changes
Hello, I have been creating Service Catalog Templates and begun testing them. What I have found is that when I go back to edit the template and make changes to the Resource Info fields, this will retroactively change all the requests that used that template before - causing data to be lost on past requests. Obviously this is not ideal for the sake of keeping our history accurate for auditing purposes. It seems the only way around it is to create new templates when we want to make revisions and keep
How to Automatically delete a stage 2 approver
Hi, We use [REPORTS_TO] as the stage 1 approver for many requests and a group manager for the stage 2 approver. Is it possible to delete the stage 2 approver when a request is created and the [REPORTS_TO] person is the group manager? Regards Dave
Add note to asset
Hi When looking at an asset, under the action menu you can attach various things, one of which is a document. What I'd like to suggest is the addition of 'Add Note'. This would use the exact same storage method, display method, etc. as attaching a document, but instead of opening up a dialogue asking for the file to upload it would open up a dialogue containing a rich text editor with 'Attach / Cancel' buttons. On attach it would just create a file in whatever the internal structure of a 'Solution'
Custom Menu Question
I am trying to create a custom menu within Service Desk that will open a new browser window at a specific website on the technician's machine. Is this possible? How?
Recommended label printers for barcode printing
Dear, We are looking into purchasing a label printer that will be used for barcode printing. Ideally, it would have network support also. Can anyone recommend printers that have been proven to work with SDP? Many thanks to all John
How may I use the Purchase Module?
Hi We have ServiceDesk Plus Enterprise (9304 MSSQL) We want to use the Purchase Module to buy Apps from AppStore. We have a team that will verify the Apps the users can choose from. We want the users to make a Purchase Order with the Apps they want, how many, Billing Account etc. This Order will be routed to an Technician for acceptance. Then an Tecnician buy the wanted Apps from AppStore After that another Tecnician will make it published in LightSpeed (Our MDM) Something like this, but I can't
Script request
Dear ManageEngine Team, I have a list of more than 300 pick up values in an "incident additiional feild" which is used in almost 10 different incident templates. In just one of those of templates I want to show ONLY 10 selected pick up values to the requester to select. All other pickup values should be hidden. So I am wondering if you could help me with a script for this. Best regards Murali Alfardan Exchange Abu Dhabi PH: +971506424099
On Hold Requests Not Opening Automatically
We seem to be having issues with requests where the On Hold status with a scheduled time to change the status back to Open, does not happen. Is there a setting that needs to be configured. Currently on version: 9.3 Build 9303
Is there a way to print the calendar format from the Changes tab?
the calendar view of all the changes is great - but I can't seem to find a way to print it to PDF, export, etc. Any suggestions?
View all requests apart from Closed
Hi, Is there a way to view all requests (for all technicians) apart from Closed and/or Resolved? Thanks. Regard, Tom
date and time defaults in incident template
Hello, We have a termination template for when an employee leaves the company. I have created an additional incident field titled "Scheduled Date:" (UDF_DATE7) for the manager to fill in the date and time of the termination. The additional incident field "Scheduled Date:" seems to default to the current time at the moment it is selected by the manager. I would like to know if there is a way to set the default time to say 17:00 - but I want to keep the day of the month the same. Currently when
Need to add a field to a custom field for an incidente template
I want to use the Field & Form Rules.. to set a custom Variable with a Requester Employee ID field. But i don know if Employee ID Can be use to set the custom Variable.. var y=$CS.getText("REQUESTER.EMPLOYEEID");
$CS.setValue("WorkOrder_Fields_UDF_CHAR4",y); Please tell me where i can find or add this field. Regards Vicky
Change: creating a completed change through script/templates
Is it possible to create a change request and auto populate all fields under the Plan/Deploy/Verify stages? I know we can create templates and use them for changes (i.e: routine Administrative tasks) to capture the event. However these templates will only create the initial request so the deployer/manager/tech will still need to complete the Plan stage and move it through all the stages. I want to automate this so if we have routine changes that occur frequently (i.e.: website content update) we
Pre-populate the rollout and back out plan and check list in a change template
Can you setup a change template that will automatically populate the Roll out and back out plans for a Standard change?
Option to auto-fill requester name and email to fields in incident template
Hi! We have an number of part-time, and nightshift workers calling in requests and incidents. These users have no AD user (and should not have), so we log these cases to their foreman and send notification emails to managers. Is there any way to autofill recipient name and Email-to-notify fields when creating incident templates? Regards Allan
Handling off confidential attachments and Incidents
Hello Team, is there an Approach regarding confidential Incidents with Attachements? We are thinking about an Setup where HR and IT can share the Ticketing System. But with HR incidents it could be possibile that the Incidents Description and Attachements contain sensitive Data re. the employees. Is it possible to configure that only members of the Special HR Group and the Ticket Creator can "read" this kind of stuff. in our upcoming Setup 15 IT Guys for 10 Countries will work with the System but
Complex and/or statements in business rules
I need to alert someone via SMS under the following conditions: They are in a specific support group AND ((Urgency is High) OR (Priority is High OR Priority is Critical)) Can this be accomplished? If not, may I please have a feature request for complex business rule criteria? Thanks, Adam
IT Asset migration from Managed Engine SD 8.1 to Managed Engine SD 9.1
Hi All, We plan to do upgrade for our Service Desk software from v8.1 to v9.1. We already simulate with trial version, i can export and add manually using csv files from SD Plus v8.1 to SD Plus v9.1. Any one having a clue how to migrate data from our old server to the new one. Its was nightmare if i must re-entry 2000 devices Thank You
Login screen shows briefly
We are on build 9301, SQL Server It seems after our recent upgrade to 9301 technicians are seeing the log in screen for about 3-4 seconds when they open the app and are not currently logged in. We have single sign on working and the screen quickly goes away and the users are properly authenticated. But a few have mentioned this new behavior. Everything works for this is more a casual question/FYI in case others have brought this up as well. Thanks
Allow Requesters To Change Site On New Incident Request
Is there a way to allow users to change the site on a new incident request? Currently it auto-fills with the site from their profile, but it does not allow them to change it. This is needed as we have many employees that rotate on a weekly or monthly basis.
Vendor Contacts
Is there a way to associate multiple contacts to one vendor. Many times there are account managers and technicians for the same vendor and we should be able to see this listing under the vendor name.
REST API & EDIT_REQUEST + INTERESTEDPARTY field
Hello! The question about subj. When request created with field "interestedparty" the EDIT_REQUEST operation is OK: http://localhost:8080/sdpapi/request/687?OPERATION_NAME=EDIT_REQUEST&INPUT_DATA={"operation":{"details":{"INTERESTEDPARTY":"mail1@mail, mail2@mail"}}}&format=json BUT when the field "INTERESTEDPARTY" is missing in request (absent when request created), this operation will return "operation-result-status-Success", but nothing changes! The field is absent. oO I need to add this absent
outgoing / incoming mail problem
hi , i configrure incoming and outgoing mail server settings. and its send old incident to everyone ? also i have relay on mail server but i cannot send mail from service desk to gmail.com
How to hide devices that not successful in SNMP scan
Hi, My organization switches put in 192.168.1.1 to 192.168.1.254, but number of these switches is 15 switches. I added a new network scan with "Entire Network" option and 192.168.1.0 network address. After scan completion all my switches show in assets, but some empty ip address that not switch exist list in Switch Assets List. How to hide empty ip address from assets list. Thanks
Technician Auto-Assign
Is there a way that a technician can go "Ready" or "Not ready" when opening Helpdesk so that the technician auto assign will trigger or not trigger for them? Is there any other way other than adding and then removing someone from the technician auto assign exemption list? Thanks!
Servicedesk always change and record time of technician assignment to latest action
Hi, Everytime I make change on a request ( change field, change of priority, or any field, close request) , system always make a change on time of technician assignment to the latest action time. this make my report about working time is not correct and ( from last assigned time to completed time) Can you please check this bug, I using Servicedesk version 9.2 build 9223 and I did test with latest version, got the same problem Updated by Tuan, Nguyen Hoang Huy on Jan 18, 2017 08:54 AM Request Updated
Task disable/enable on service requests
Hi, how can I disable or enable different tasks on a service request as a requester? Thank you in advance! Katja
Does Service Desk Plus Supports SNMP?
Dear Manage Engine Team, We are not able to scan HP Switches / Avaya IP phones and other hard ware devices through Manage Engine Service Desk Plus. Can you please advise us, what are the changes has to do in our devices? Please advise us or share necessary docs to do changes on our devices. Regards, Seshu
Is there a way to add Category drop down with in an incident?
Hope this makes sense. Most (99%) of our users use email to open tickets, so the 'Category' field is left blank. We are wanting to track our incidents based on Category, so when a Technician opens an incident to reply, they are having to edit the incident to fill in the Category field before they can close the ticket out. Though it is not a major issue, it would be nice if they were able to change the Category field with in the incident page without having to edit. Is this possible?
What browser do you use? Have you ran into these issues?
Firefox - Memory usage keeps growing and growing till restart of firefox is required. Firefox will print a ticket without cutting off the right hand side, Firefox will allow you to insert a picture into a note. Also Firefox just redid its plugin functionality most notably affecting java. Chrome - Cuts off the right hand side of print jobs. Outside of SDP Chrome is always running, and sometimes running a multitude of times. Opera - Won't insert a picture into a note IE - Random glitching, slow
ME Integrations: Link to custom report
Is it possible to create a http link to a SD+ report? With the addition of external links in the latest version, we'd like to provide a link for our staff to run a report (i.e.: Scheduled Changes). Has anyone done this or know if it's possible? SD 9217 Enterprise MS SQL ------------------------- Canada
How to make domain scan add PC even if it's not online
Hi Can someone please tell me how to make ServiceDesk Plus add any new PCs it finds in AD even if it can't connect to them at the time of the scan please? I realise that it won't be able to populate all of the fields for it, but at the moment if our SD+ server can't ping a PC it finds in AD it just ignores it completely. Many thanks
SDP Formating Purchase Order address fields
Is it possible to format the address fields so they represent hour our post handles mail? Present, we get Address 1 Address 2 City - Zipcode State Country We'd like Requester Name Address 1 Address 2 City, State ZipCode Thanks, Adam
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