Boot Camp Feb '17 - Change Management
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Assets Count
Hi All, how can Service Desk Plus count the asset ? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
technician Role
Is it Possible to Create a technician Role & give him/her access to edit Requesters. Thank You
redirect to main site on server
So I want the users to be able to type "helpdesk" into the browser and then have that redirect then to the https:\\helpdesk.company.com. I already have the DNS entry to get to the IP/Server, but what else do I need to do? Thanks
Ask the Experts - 2017
I'm really liking the open forum with the experts and the quick responses. However, organization of the questions is in a top-down format so it's kind of hard to pick up on topics all in 1 thread. Might I suggest next time (and please do have a next time), maybe make a special forum section that we can all use so individual topics can get individual responses and it's a little easier to follow. Maybe make the forum read only except for special times when all the experts are available. Just a thought.
How can I update the department heads automatically?
I have a Department table in a custom application database that is synchronized daily with our HR system. I would like to also synchronize the department head information in Service Desk Plus from this table. Is there some way I can schedule a job top do this daily? We already synchronize daily from our AD for the users. Best Regards Dave
How do you hide the login box with SSO?
Our production system is at version 9230 and single signon works great. After I upgraded the development system to version 9.3 build 9301 and 9302. Single signon works, but the logon dialog box is displayed for several seconds while getting connected. I have started to re-enter my credentials a few times then realized that I only need to wait a bit. With SSO enabled, I do not want to see the logon box unless there is a login failure with the logged in user. Dave
ServiceDesk Plus upgrade
Hello, I'm running build 9220 and would like to upgrade to the latest version (9302). Do I have to upgrade first to 9300 and then to 9302, or I can upgrade directly to 9302? Thank you.
What's different between Worklog and Task in SDP
Hi, What's different between Worklog and Task in SDP? When we should use Task? When we should use Worklog? Thanks
Unable to email externally from SDP
Hi, To cut a long story short due to a company takeover, all our internal users are getting new email accounts setup by the parent company, however they are keeping their original AD credentials. The new emails are not "Internal" email address as they are hosted on our parent companies Office 365 tennant in a seperate domain. They are all soon going to be using this new email address as their default Send As address so all tickets raised will be from the new address. I am currently trying to get
Problemas para configurar el correo de la empresa con el Servicedesk plus
Buenos días , desde Venezuela, estoy utilizando la version gratuita de ServiceDesk PLus, pero tengo un inconveniente encuato la configuracion de la cuenta de correo de la empresa con la el servicedesk, no logro hacer que cuando un usuario cree una incidencia le llegue la notificacion al correo y me llegue la notificacion a mi en el servicedesk. no se si es problema de configuracion o hay que habilitar algun puerto quisiera saber como hago para configurar el oficce 365 al service desk ya que cuando
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? and as a follow up to this, what revision is it? Jeff Day
Remove IPs from scan list?
At one point someone decided to scan a whole range of IPs, most of which are either unused or are devices we don't care to scan. How Can I remove them from the scan list? We would prefer to perform a Windows Domain scan only, not by IP. Thanks, Mike
Close request
good day A requester sends a helpdesk case. It is assigned to a technician. Technician resolves it. An e-mail is sent to the requester with the resolution along with the link to close the case. If Requester is not satisfied, he can reply to the e-mail so that the case is re-opened. (and add cc) However this e-mail is going to contain the link of closing the case. This is allowing the technician to close the case. And the helpdesk case log will show that it was closed by the requester and not the
SMS Dose Not Work
query re: laptop / desktop asset classification
In Assets module, there is CI category "Workstation", which is also split onto "Laptops" and "Desktop" computers. After scanning PCs (using the asset explorer eagent) they are by default classified as "Workstations". Is tehre any automated way of splitting them beetween laptops and desktops, or this needs to be done manually for each PC? /Mar
Change Workflow Configuration - Unable to Configure "Reject"
Hello, I'm unable to see the "reject" status under the submission stage while configuring change workflow. This repeats throughout the stages, e.g. while configuring "reject" under planning stage, the reject option is missing from the "Move to stage & status" drop down. Can someone please help me?
Additional Field added to Incident Template
Hi, I would like to have a Field that I added to a new Incident Template pull from the list of Requesters we have in Manage Engine like it does when you choose "Name" in Requester Detail Field. I have created these fields: see picture attached new fields.png I want to use some format like this: see picture attached ME Requester.png Thank you
Installation Problem
when i try to install the manage engine application i got the below error Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ if any one can help regarding this issue
Technician notifications not working - can you disable or modify intelligent notification
Hello after reading the forums and online I think I'm suffering from intelligent notification Here's my problem ( ServiceDesk 9.0 Build 9040) My technicians get notifications sent to them when a ticket is assigned to our group and when a ticket is updated. My end users get a notification sent to them when their ticket is created and when its closed. When the technician does a 'reply' from inside the ticket, the end user gets the reply. However what I'm missing is: My technicians don't get an email
connect to mysql database on remote machine
i need to connect to the database from my machine but the database is on the server i have setup an ODBC on my machine but i get the error [MySQL][ODBC 3.51 Driver]Host 'infosysws09.lds.eur.wwkpgraphics.com' is not allowed to connect to this MySQL server i know that on the server i need to give my machine priveleges to access the mysql with mysql.exe but i dont know the code that i need to enter. if anyone knows what i should enter to give my machine priveleges i would be very happy oh and the server
Autofill Group on Technician select
Is it possible in a Request, when I select I technician, auto fill the GROUP field with the group that technician belongs too? How could I best pull this off? Is it even possible? Thanks
Email message to site technician about new request from his site
Dear, how can I setup SDP so it will send a message to site responsible technician when there is a new request made from this site users ? I don't want to put him in the "general notification" field to avoid informing about every request even from other sites. Thanks
Requester Details does not show for Requester
Hello everyone, On our old version of SPD (8.2.0 Build 8201), the requester are able to see their details and that's great. However, on the new version (9.3 Build 9302), it no longer shows for the requester. On both versions, the technician are able to view the requester details. Here is how the technician sees the requester and the details (and how it should be): So my question is, how do I enable for the requesters to see their own requester details just like the technician's view?
errors after upgrade 9302
i have some issues after upgrade 1. can man new task from incidendt. buttom not working 2. cant close the request from mobile applications on iphone and ipad. status dont change
Hiding unpicked selections in Service Catalogs
I'm not sure if this is an existing feature, or an enhancement request: We have some Service Catalog forms that have a lot of resource questions in them. As the requester selects certain fields, the fields become visible. This works well for the user, as they don't need to see unnecessary questions. However, after the form is submitted, and the Help Desk opens the request, they see every resource question and field (even the ones that were not selected). They need to then scroll through this lengthy
Form Actions based on Approval Status
Is there a way to have a Service Request close if the approver has denied the request? We have a service request that needs approval before we can process it and if it is denied we would like to automate putting in a specific message for the resolution and then closing the ticket. I have looked at the Field & Form Rules but I can't choose Approval Status for event or condition and I don't know if a script would be able to do this. Thank You
Can i put the new change request template into the general request template page?
I wanted to allow my customers when they access the ServiceDesk plus portal to have the option to submit a new change request. Is there a way to get the "New Change" template added to the basic request template page? We have many users who submit changes and they are not technicians. If anyone has done this or knows how to do this I would appreciate hearing about it.
Website details do not match installer details
Hey, When viewing the website it lists that 2 techs - 250 nodes is free for all different versions. https://www.manageengine.com/products/service-desk/pricing.html However, when running the installation you can choose between the different versions and standard lists 5 techs unlimited professional list 1 technician and 25 nodes enterprise lists nothing Is the website accurate or is the installer accurate? Thanks! Dom
Auto Assign Approval Rights to AD imported Requestors
I am looking for how we can auto assign approve rights for requests to requester accounts automatically based on an active directory attribute such as reporting to or job title. Can this be done?
Field/Forms: Verify if two fields match
We'd like to have a form where users enter a website url to be updated. There would be two fields for the English version and French version. We'd like to be able to check if the English and French entries match and if so, prompt the user. SD 9217 Enterprise MS SQL ------------------------- Canada
Deny Technician to Resolve request Opened by Him/her
Dears , How can I disallow Technician to Resolve a Request in case he is Openenig This case. Thank You
REST API - Get product from CI-type
Hi We have a powershell function (invoke-restmethod) to get asset info but we're unable to get Product. Is it even possible? Now we just get name and type and what I can see we can also return Place, Description, PurchaseDate, SerialNumber, BarCode, WarrantyDate, ExpiryDate BUT NOT Product
Scripting multiple columns in Service Catalog description
We have a user transfer Service Catalog form where the requester enters information on the employee (name, title, location, applications needed, etc). When the form is submitted, there is a rule that compiles the information in the form and populates the Description field as an overview of the form information. We use the cs.setdescription method for this and the information is displayed in the description in a single column. USER TRANSFER REQUEST: User Information: User Name: Dave TestUser Go-Live
Asset Licenses
According to my License information I have 975 assets. Does that number include only IT Assets which are active (in Use, in Store and in Repair)? or does it also include those assets that are Decommission and Disposed? Do Non-IT Assets also hold a license?
Time of day SLA
Can a different SLA be aplied when tickets come in at different time of day? for example: a request comes in between 8 and 10 am, a 4 hour SLA is applied one that comes in between 10 and 11 am, a 3 hour SLA is applied, etc.
Service Desk Plus slow in loading
I don't know if this has been asked before but since the company I work flow upgraded fro version 8.2 to 9.2, ServiceDesk has been extremely slow when logging in and out. Once logged in, the application is quite fast. The issue doesn't seem to be network related as other applications are loading fine. Is there any performance tuning that I can try to do?
Template based on email submission
Is there a way for an email submission to auto create a ticket using a specific template? ie, user submits an email to TEMPLATEHELPDESK@COMPANYNAME.COM, that ticket would create using a specific template designed for those types of tickets? Thanks,
SDP Request page query
Hi All, Is it possible to allow the 'incident - additional fields' that I have created to be updated on the request tab main page like you can do with the 'Assigned To' & 'Group' categories instead of going in to each request to change it? Thanks James
free license for ManageEngine ServiceDesk
Hi! I NEED new free license for ManageEngine ServiceDesk. Error in attach. What I need do?
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