Additional Fields in Templates
Can I add an additional field in a template through the database ? I am the administrator but I am not able to view all of the templates. I know this is a bug and therefore I require a work around. If I could do it directly through the database ...?
Multilanguage in notifications
We have different locations around the world. Is there a way to set different languages for the notifications of the service desk? I.E.: Germany needs to be informed in the german language Italy, China and USA needs to be informed in english language
LDAP AD sync and fields
Hi there, we have setup the call logging system using LDAP but we have a couple of fields missing from the user details. It has not populated the Site details and would like this to work. What we need is it to pull down the City details from an AD user account and then populate within the Call logging system, this would be populated under site ideally. Hope this makes sense. Thanks
Response Time
Hello, In regards to SLA's and the response time. Can you tell me how this works. Scenario: We have a SLA set up for a priority 2. We must respond within 2 hours and resolve within 2 days. A job is sent in that's a priority 2, a technician picks it up. What action is required for the SLA to not be breached within 2 hours. Does the tech have to reply to the ticket? Add a note? whats considered "responding" thank you
New incident templates
Hi there, Recently I was told how to add the 'Incident' tab into the SD Portal by doing the following: 1. Log in as an administrator 2. Go to the Admin tab ->General-> Self service portal settings 3. Look for the option "Combine incident and service templates listing for the service" under general settings Combine incident and service templates listing for the service Yes No 4. Select it as "No". 5. Save the settings. But there is a slight problem - when I am logged in as Admin I can see a whole
technical home is customizable
You can customize the Home of the technicians? Why I would like to modify the section "My activities" with "my activities" and "Activities of the group", do you think it is possible to make such a change? Thanks so much
Scan Agent when Lock and unlock Systems
Hi Dears I set servicedesk plus script for scan changes of systems when system locked in or loge in,(because of security reasons. i would know witch user is using system when somethings happend) but when i lock and unlock immediatly system for times, just one time this script would run.is this script has time out?if yes how i can disable this time out? i need to run this script every time that system is locked in or loged in. im using servicedesk plus version 9.1.MSSQL so thanx
ServiceDesk Plus License
I have 5 free technicians license and I bought 5 additional technicians, totally I have 10 technicians (already used 9 techs), when I renew the license in the second year, I got only 5 technicians (9 used). How about 4 other techs, it's can still login as tech or not?
Adding menus to SD+
Hi there, I am reading through the Admin Guide for SD+ but I'm still not clear how to add additional drop-down menus as it is not very clearly specified in the guide. Basically, in our current setup (which we are developing), we only have the one drop-down menu yet the admin guide shows multiple menus with additional options. Is there an up-to-date user guide that describes how to add these (see below screenshots)
Solutions in Self-Service Portal
Hi all, In the Solutions section of the Self-Service Portal there is a 'Topics' tree down the left hand side and there is also a series of headings in the right-hand pane (see below screenshots). I don't want these to be visible to end-users as it is not necessary for them to see these. I just want a simple layout that shows a search box and the solutions listed underneath. How do I remove/hide these features?
project notification
hello, i add new taks in projects. task owner is technican but he doesnt receive any notification on meil from service desk. how turn it on ?
Change $TicketOwner variable? Priority 1 workflow issues.
I'd like to know if it's possible to change the $TicketOwner variable in SLA's to be something like $SupportGroup. I know this is not possible through standard configurations but would like to know if we can change a config file on the back end of the application to achieve this. The problem we currently have with notifications is our Priority field is hidden from the request and they submit a ticket i.e. "E-mail having issues". The support groups would receive the notification seeing e-mail is having
Preventive Maintenance Scheduling
Hi, Is there any way to schedule a task\check to be created every Monday of a month ? we can do the first day of the month but we have a process that needs to run every 1st Monday...... Any ideas without creating these all in advance as one offs ? Regards Andrew
Cannot create new Incidents after upgrade to 9.3 version
Hi There I have upgraded to the latest version (9.3) and now, every time when i want to create an incident manually the page is not loading. I have tried different browser/OS still same thing. I have upgraded this on our test environment and that issue is not there.
Database Password of My SQL in SDP
Hi Team, I have recently deployed the Manage Engine Service Desk Plus on my PC with option as MySQL database. So can u please tell the default username & password of database created in it. I need the same to trace out the DB from there. Regards Prashant Mangal
Change default font on reply
Hi there, could someone please advise how we change the default font when clicking on reply to a ticket in the system. We would like to default to Arial 10 but just now its on another font. I have managed to change our default font for the signature to Arial 10 which works fine.
LDAP sync with AD
Hi there, we are setting up the ticketing system and have imported the users from AD but noticed that the Site field has not populated with anything. We would like to populate the Site field with the City details from Active Directory user accounts, could please advise and help on how to acheive this. Thanks
Does archiving reduce backup time?
I find that backing up the database before applying software updates takes longer and longer, the longer we use ServiceDesk (due to database growth; our requesters often include attachments). I'm curious whether the backup time is reduced after you archive old requests using General --> Data Archiving. Can anyone who has archived before comment? Thank you!
Can requester deny resolved ticket ?
Hello, when technician resolves the ticket, requester gets the notification to close it. There is only one option available which is 'Close'. What to do if he doesn't agree with resolution and want to reject it and put it back in Open state ? Thanks!
Creating Fields and sub fields from CSV file
Hi I would like to create a new field and sub field for use with service catalog forms. The first field will have 30 items and based on the first selection a customer will be able to select from 30 fields in the sub field. Is there any way to import the fields and sub fields from a csv file ?
Set a requester default asset
Hi, We have several assets (laptop, mobile phone, tablet etc) assigned to a requester. Can we set a specific asset as a default asset for this requester? if yes, how? How to automatically associate the default asset to tickets (incident/request) log by a requester? Currently we have to manually select the asset from the asset list. Thanks, Wang
migrating DB from PGP to
Hi i have on my system the PG DB and i would like to convert it to SQL how can i do it ? thanks TK
Error in the DB ???
Hi i am getting thie error more then once , what can i do /?
Field vs Resource Info
Hi, How come you can paste a list into a Field,but you can't into a Resource Info entry without it moving it to horizontal ? I understand there is a limit to the number of fields so we have aimed to use all our templates Requests with Resource Info items but was wondering if there are plans to give these the same ability (multi-Line Text Field) as fields when it comes to accepting data ? FIELD 1 2 3 4 5 6 RESOURCE INFO 1 2 3 4 5 6 Andrew
Service Catalog - Approval link variable
Hi what is the variable for a link to action a service request ? I have deleted it from approval mail message template :(
Field and Form rules - manager unable to see form after disabling subject
Hi all I would like to disable the subject field on user submission so that on form submission customers can not make changes to the subject field. I have created the rule but when the manager goes to approve the form they are unable to view the information in the request so they can correctly approve or reject the request. see below.
SD+ migration
I want to migrate my servicedesk to a new server From: ServerA Windows server 2008 32 To: ServerB Windows 2012 R2 64 I have upgraded SD+ on ServerA with the latest SD+ versions and installed the latest version of SD+ on the ServerB both running 9.3 Build 9300 What process do I need to follow to migrate the SD+ from ServerA to ServerB. It is running the database on an external SQL database. The ServerA is running a 32 bit version of SD+ but the new ServerB needs to run on the 64bit version Is there
License Renewal
Hello, We are using ServiceDesk Plus (free edition) version 9.2 Build 9203 since last year. We would like to continue using the product with same free 100 technician license. Currently, I could see a notification on the top bar stating, license is about in expire in 35 days. While clicking on renew button, it re-directs to Zoho website, where it states my account doesn't have any product, although I have got the license from the same email ID associated with the account. Please let me know how to
Licenses expire in X days
Dear all, I'm receiving following message on top of our helpdesk portal: Licenses expire in X days, when I click on button, next to the message - RENEW, I'm receiving following message: You have logged in as mymail@mydomain.com . You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. When I search in Manageengine portal, its allows me to renew license, but only for up to 5 technicians and last year I issued a license
Preventive Maintenance Task Notification
Hi, Is there a way for a technician to receive notification prior from the task on preventive maintenance be created? For example: The preventive maintenance is scheduled on March 1, 2017, I would like our technician to get notified a month or week before the task is created. Many Thanks, Rowell
Duplicate Technician names
Hi There, Do you know how to remove duplicate technicians in the drop-down menu? We seem to have duplicated names of couple of technicians (not all of them). But in Admin tab under Technician there is no duplicates. Could you advise how to remove these entries? Regards Mario
Removing an email address from a Support Group's email list
I've removed the address for our main helpdesk email address from a support group's 'Group Email' list, yet when new tickets pulled from email come in, they still have the support group being assigned to them. Is there another spot where this can be set? The idea is to have all new email tickets to have no group and manually assign them so a helpdesk tech won't be bothered with high level tickets.
Grouping workstations
Hi, So i am in the proces of discovering all our systems, i would like to put them in a group like i can in our active directory. Is there any possibility to do this? Thanks in advance!
Staging Server
Hello, I'd like to create a staging instance for changes I'd like to make to our production Service Desk. Am I able to use the same license file for this instance or would I be better of using an evaluation license? Regards, -Jon
We need a way to strip non-requests from the email
Folks, I have this problem in that our employees love to include our service desk in a large email chain that becomes a conversation. We've attempted to convince them not to include anyone but the service desk on an email to the service desk, to no avail. In addition, when we get this long chain and people start replying and forwarding, it becomes impossible to manage. I've previously requested more control over the inbound email. We know we can use the spam filter, but we want to alert the users
business Rules doesnt send emeils
hi i creat bussines rules, but i dont receive any notification. i write that when the requester is "user 1" change priority as " 1 priority " than i checked email under notifications an then i write my name. see pictures. best regards, thank you.
Restriction on support groups a ticket can be assigned to
Hi, Is there any way to have technicians restricted on the way they can change the group assigned to a ticket? For instance, I have a ticket created with template X when the To email address is X@domain.com I have support groups A, B, X and Y. The template assigns the ticket to group X. I have configured the template's rules to remove groups A,B so the ticket can only be assigned to group Y. So far so good. The problem is that, as far as I have been able to realize, this only works when the ticket
Requester allowed to view&Organizational Roles
Hello , I want our users to be able to see their own departmental demands while they can see the same departmental demands in other areas. In the second example, I gave the same department role to the different division from the Organizational Roles field. In this way, I can make it possible for users to see the same department requests in different regions. I'll be happy if you can help me. NOTE: In addition, the "Requester allowed to view" feature has been associated with "Organizational roles"?
Email address in cc field
Hi, I have ManageEngine Service Desk Plus 8110 connected to the mailbox (exchange 2010) ticket@mydomain.com and it works perfectly. All users write their requests for assistance via email at helpdesk@mydomain.com. Helpdesk@mydomain.com redirects all mail to ticket@mydomain.com. When I reply to the ticket I find always address helpdesk@mydomain.com in CC and I have to delete it manually. (wrong) If users would write directly to ticket@mydomain.com when I answer the ticket can not find the address
Edit pick list for service catalog additional fields
Is there no way to modify the pick list text in Service Catalog - Additional Fields?
Next Page