Edit login page of service desk plus
Hi, can I edit the login page of service desk plus?
Working hours over midnight cannot be set
Hallo! my company works in shift 05:30 - 01:30 (just 4 hours off during the night). 01:30 cannot be set as a valid value, because that is seen as before starting hours Can you work on it? Tks
Escalation to be assessed / First time response
all, we have a 30 min window for our First time response, and im wondering if there is a way to escalate to the technicians when there is 15 mins remaining I have set the following and i dont get notified Is there a way to get this notification Thanks
SD Plus Hide/Modify buttons
Hi, Regarding the layout of the main page in the SD Portal - is there any way to hide the two buttons on the top left of the page? Also, is it possible to modify the descriptions and wording of the 'Report an Issue' and 'Create a new Service Request' buttons?
Can someone share a MSSQL Query to delete a technician from the SQL Database?
I have (2) technicians that keep showing up in the drop down after they have been deleted. Can someone share a MSSQL Query with me to delete them? Thanks!
How to change scanned asset item to another type
Hi, I define a "copy machine" product type in IT asset. I want to scan copy machine with network scan with SNMPv2, but when I scanned that, scanned item put in printers. How to change this scanned item to "copy machine" type? َ Note: Also after rescan, shouldn't change to printer type again. Thanks
Software Management
I have been working with Service Desk Plus, specifically Assets. I have just started working with software. How do you know when something should be entered only as a Software License or when something should be entered as a License Agreement or when you should enter things in both.
Apache Struts Vulnerability
We currently run ME servicedesk plus version Version 9.1 Build 9105 . We have been advised of the following vulnerability in the version of Apache Struts : The affected versions are : Apache Strut versions : 2.3.5 to 2.3.31 and Struts 2.5 to 2.5.10 Please can you confirm if this is a version used in our current build ? If so is there an upgrade to fix this; either just the Apache Struts version or the version of Manage Engine.
Create One Off Request ID (NOT using standard number sequence)
Hi, I am hoping to create a small number of "ongoing tickets" that will be added to regularly over a long period. These will not be user created incidents but specific items that we want to be able to track that will require multiple parties all remembering the request ID to include in the subject line of E-mails to ensure that progress logged. Our current range of request numbers goes from 19000 up to 24823. These manually created request ID's would ideally have numbers that are completely different
Need to configure multiple stages of Approval
Hello Everyone, I am trying to configure multiple stages of Approval, but no luck. Can you please help me on this. Currently using the version of Your Version : 8.2.0 Build 8216
Anonymous access to Announcments
Hi all, Is it possible to provide anonymous access to the announcement page? We would like to reuse the details on an our Intranet page. Alternatively, could we put a username & password in the url string? Brent
Upgrading from 32-bit version to 64-bit version of Service Desk Plus
Hello there! I am looking to upgrade our Service Desk from 32-bit to 64-bit. I am currently on version 9.0 build # 9018. Will I have to perform each service pack separately to upgrade to the 32-bit latest version? Will I have to upgrade to the latest 32-bit version before moving to the 64-bit version? We are currently at several hundred users and a couple thousand tickets a day, and the performance is suffering being limited on the 32-bit server. Are there trusted guides to upgrading from 32-bit
Sites and Roles Issues
I have multiple sites and technicians assigned to their respective site. I want them to be able to assign a request to ANY site, but only be able to view the requests for their respective site. Is there a way to do this? Currently I am finding that if they are not in the site, they can not assign it to a group in that site, and if they are in a site, they can view all the tickets in that site.
Search error when language UI is set ITALIAN
When I try search asset in search field, result display solutions home page. When UI is set ENGLISH, search result is correct
Mobile client available Request Templates
Hi there, In the Mobile client when opening a new Service Request the requester is not permitted to choose Request template. Is it possible to have the ability to choose from a list all the available templates, like in the web application? We do not use the default template though we have created a list of templates depending on the type of the request. BR, MaryP
Network Scan - Stop Asset Creation on No Connection.
Hello, I attempted to use the network scan today to inventory our Cisco phones based on an IP range and it abruptly stopped on me and crashed my browser. When I logged back in I noticed we were out of licenses and wasn't sure how as we should have 300-500 free licenses after this scan. I saw under unassigned assets that there was double the assets listed under unassigned. When I looked at it I noticed that it created an asset for every IP in the 1024 range I was looking until it maxed licenses.
SMS notifications
Как настроить СМС уведомления клиентам при заведении заявки, уведомление по шаблону, уведомление после закрытия заявки? Работает только для отправки смс уведомления специалистам службы поддержки How to set up SMS notifications to customers when placing an order, notification on a template, notification after the closing of the application? Works only for sending SMS notifications to support specialists
SDP and loadbalance.
Hi, I use a load balancer between my users and the Service Desk Plus Server. With this the IP that appears in the creation of the suport ticket is that of Load Balancer. How can I change the IP of the LB to X-FOWARDED-FOR (Client IP). Thx!
Question regarding features
In the pilot version of Service Desk plus we had the following options under the Helpdesk customizer: IMPACT URGENCY PRIORITY PRIORITY MATRIX But under the Standard licence (+Service Catalogue) these have disappeared, except priority. Is this correct? Rgds SimonT
Uninstall a Service Pack
I have installed build 9035 and am experiencing some issues with the build. I'd like to roll-back to the previous version we had installed, build 9033. However when I run the UpdateManager, the "Uninstall" button is never active (i.e., it's "dimmed", and doesn't do anything when clicked), regardless of what Service Pack I select. Is there an alternative method to perform the roll-back? Thanks.
Filed & Forms Rules
Hello there, I created a check list like the following example on the Request form called Location. There are 5 different locations. When the user selects the X-1 location from this list, I want the relevant technician to be assigned. I created this area as a ServiceDesk catalog and want to work on these forms. I tried to do it with Field & Forms Rules feature but it did not work. Is there a way? Can you help me. Thanks.
Pass Parameter to Survey E-mail Content
Dear Support, Can we Pass some Parameter which send the Survey email? PFA
https://helpdesk.manageengine.com/
Is the HelpDesk Service in the object still valid? I wonder as I have 3 issues posted, the oldest is aged 3 days and is still unassigned. Grazie Luciano
Schedule Request Status Change
hi i want to receive notification when request status change automatic. it is possible ?
Numbering tickets
Greetings, I need to know how to change the default numbering of tickets. What I have in mind is something like the following: Current situation: Ticket ID = 235 (example) Numbering I want: Ticket ID = 20170307235 (In this example the first 8 digits are the date of the ticket that should be changed per day, and the last 3 digits are the ID of the request within the tool. Thanks for your help.
Purchase Order & Contract Management Show Stoppers
Generally speaking (I have read posts of others who have voiced similar concerns), there are some fundemental principles that have to be adhered to in order one to utilize ServiceDesk's purchase order system in a commercial environment. It is critical that there are some immediate fixes instituted so that this software product meets the general needs of all who utilizes POs for their asset authorization process (this comes down to security): ServiceDesk Purchase Orders 1) You have to have a Purchase
How to allow requesters to see multiple sites?
Is there a way to allow requesters to see all the sites' requests? I have an organization with about 20 different sites with 900 "requesters" and the owner wants them all to see all requests not just within their own sites.
Critical : Unable to generate scheduled report
We are getting these errors regularly for a scheduled report with the below reason; java.sql.SQLException: Transaction (Process ID 71) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Please advise how we can reolve this. We are on build 9100 using MS SQL,
How To Add Attachments To Reply Template
Hi We have sets of documents that we need to provide access to. Internal (local) requests can be handled by using a reply template containing links to the files on the LAN. Providing the documents to people not on our network though means that we have to create the same reply over & over again that has the documents as attachments. I did find a record of someone asking about this from a couple of years or so ago and the reply made it sound like it was something you were planning to add, but I can't
Apache Struts
Is there any plan to upgrade the Apache struts version in SDP? It seems SDP 9300+ is still using version 1.3.10 which went end of life roughly four years ago.
send mail from service desk
hi , when i want to answer incident clicking on reply i want to send mail to gmail.com . and its not sending "sending notification failed" is there any way to send mail ?
Custom Help
Is it possible to add a custom help link to Service Desk Plus? We have developed several internal documents showing requestors and technicians for to use SDP in our environment and it would be useful to provide links to this documentation directly from SDP. Regards Dave
OnSubmit Field and form rule script multiplies strings
We have OnSubmit script as written below, which should take the current subject of an service request and merge it with employee name on submit, so that ticket subject is: "orig_subject - Employee_name". This is a problem, if you miss to fill any required field and SD warns you that you need to fill some of the required fields, the resulting subject string is multiplied like: "SUBJECT - EMPLNAME - EMPLNAME - EMPLNAME". The more times you miss a required field and needs to re-submit, the longer
Report with "user Additionals fileds"
Hi, I need gerenate report with user additionals fields, but I don't see this fields in available columns of the custom report. Is this possible? Thanks and regards, Gerardo Cortes
Business Rule not applying
Hi I have a Business Rule setup to process incoming emails, if the sender is a certain email address and a string appears in the content, then it should apply an incident template, which in turn resolves the call. This seems to not work for one scheduled email which is sent in, but works for others. I am sending the output of some cron jobs to servicedesk and if the text contains "completed" then it should close the call. Is there any debugging or logs for business rule processing? Or could a new
Azure Cloud
Hello, I'm currently in a Microsoft Azure training and noted that I could install a Service Desk Plus app. I tried to do this and received an error stating that SDP is not available in my region. What must I do? I'd like to test the app in the cloud. Thanks, Daryn
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Learn how to Identify data patterns using visual analysis to spot trends easily. Correlate data from multiple sources and get unified visibility into your IT. Create live dashboards to make continuous improvements in ITSM processes. Click here to know more about advanced analytics for ServiceDesk Plus.
Request Status Scheduler for On-Hold Tickets - Not working
Has anyone used the "Request Status Scheduler" icon that appears next to the On-Hold Status in requests. You are suppose to be able to set the request to automatically move from On-Hold to Open or Work in Progress at a particular date/time. I have attempted to use this from several tickets and the status does not update/change. Any idea on how this actually works or if it does work at all????
Email requester when custom field changes status
How can I email a requester when custom field changes status. I have created a custon field called: "Fase" (Recived/Assigned/Processing) and i would like to email the requester when this custom field changes status.
How to scan Linux Server with SNMPv2
Hi, I configure SNMP v2 on some linux server and add these IP range in network scan, but when scan completed that error me "Cannot identify model of this device". For this I go to Scan Setting->Configure product for unknown sysOID tab. In this section I find my linux server, but in Product Type I can't find server type or workstation. What should I do? Thanks
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