Browser Notifications
Hi, Does SDP have the ability to notify a technician of an assigned ticket via the web browser? Sort of like a plugin for the browser. It would provide a visual indicator for technicians who maybe on a different tab or monitor when the ticket is logged in the system. I'm trying to avoid enabling the email notification rule that alerts the technician of an assigned ticket. Thanks Terry
Project Owner
When creating a new project the only option for project owner is the user creating the project. Should the one creating the project be able to assign someone else other than themselves as the owner?
View and choose Approval Order when multiple ones are received.
Hi, Is there a way for a recipient to see all approvals that were received and choose which one's are to be approved. I have customers with complaints stating they can only see one approval at a time in a specific order in SDP when sent multiple approvals and can't choose the order in which to approve. Thanks
Resolution vs solution when closing ticket
Is it possible to have the resolution tab be default instead of the solution tab? We have build 9236 Thank you, Mercy
Change title size of solutions
Is there a way to change the title size of the solutions list. It would be a much nicer interface if the title font could be increased.
Call web URL on action
Hello, everybody! I would like to get data out of Service Desk and execute some POST requests to a public URL. Is this possible without implementing the XML and Java classes? What I am looking for is an option to automatically execute the HTTP request when some actions are being performed. If this is not possible, where can I find an end-to-end example using Powershell? Thanks, Radu
Purchase Order Requested By field lost functionality in Version 9
In the purchase order record, the Requested By field no longer supports the relationship to the requester table in version 9. Our technicians simply fill out purchase orders for equipment/services on the behalf of a request from the business. We used this field in the past to document who actually made the request for equipment/services. What other options or work around do you recommend to tie purchase request back to an actual requester? I really do not want to try and use a user defined field(s).
Open questions in the user surveys
Is there a way that a number of open questions can be included in your user survey? I know you have the comments text box, but I would really like to include more as per the net promoter score metric We are using ServiceDesk Plus, version 9.2 build 9223
RMM Alerts
Does this tool monitor devices and issue alerts? Or is there another tool that is needed
Content Variable Location
How to I modify the content variables for the email Message Templates? I had to change the port for SDP to access it via the web, now when emails get sent out with a link to any requests created, the link does not include the new link. The variable is RequestLink Thanks
Getting Started \ Best Practice Guides?
The organization i work for started using service desk plus a while back, long before i started. There was never anyone that owned the responsibility of administering it or setting it up correctly. For instance my service catalog is Accounting \ IT Operations \ Application - there is nothing under those, they were more used at categories. Really we need to start over, but i'm having a hard time finding any documents on best practices or even a getting started guide. Like for instance is it best
Approvals auto sent to particular approvers based on criteria....
Can ManageEngine(ME) be set up so that when certain fields are selected on a service request trigger an approval sent to folks based on what applications/access was requested? And that those particular approvals wont be sent until the first stage approver has approved(their manager)? Example: A user opens a service request requesting access to 3 applications and two distribution lists. He puts his manager as the initial approver. Their manager approves the request and then one or more approvers
Clear All Attachments
Dears , How i can Clear All Attachments Stored on fileAttachments Folder? Thank You
Close a ticket from the Worklog Screen
Hello there. I am sure that at one time when you were entering a worklog on the ticket you could choose "Save and Close" and it would save the worklog and close the ticket. Currently all I see are Save Save and Add New Cancel Nearly every ticket we close has creating a worklog as the final action on it before closing the ticket. It would be very convenient to be able to close the ticket after adding a worklog. Could this feature be restored / added in a future version? Thank you. Jason Hunter
Remote Control via Agent - Is it possible to view the users 2 screens instead of 1 ?????
Hi, We use the default remote control Agent which works very well except it doesn't provide us with the option to view another screen if the client uses 2 screens. I thought this was corrected in the latest patch however we still have the same issue. Are we able to do anything about this please? Thanks, J.
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Localisation
Is it possible for some people in our company to view a localized version (Swedish) of ServiceDesk plus while others use the English version?
Auto send email Reminder for open tickets to end users.
Hi Support, We are trying to figure out how to auto send a reminder to the end users regarding when a ticket is opened and they have not replied to our resolution or answer within x amount of days. We don't want to close the ticket at this point but preferably be able to send the end user an email to remind them that their ticket is still open and we are awaiting some feedback, is this possible? I have seen the business rules on auto closing a ticket after x amount of days, this is good but the maximum
Approval states traductions
Hello. I can't traduce the approval states to spanish language. I have looked for it in "Traductions", but not appear (not in Spanish nor in English). Well, there are some of this words, but noone of them changes the traduction in requests or in the reports. After do the traduction I have restarted the server. Pending Approval Approved Denied To Be Sent
Mail settings
How do I link my helpdesk email settings to ManageEngine ServiceDesk Plus so that email is logged on to ManageEngine ServiceDesk Plus automatically.
what are SQL features need to install with SDP
what are SQL features need to install with SDP? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
what does Annual Maintenance and Support means
is there any online/offline document that gives you detailed entitlement/SLA of what the $30 per technician AMS is for? I was only given this via email but i need a more detailed version if there is one - Unlimited E-Mail Support all round the year on a 24x5 basis - Telephone support for critical issues. Can be initiated by customer through a Email request or by a call to Australia Toll Free: 1-800-631-268 - Free availability of minor product updates and patches
Migrate data from Sysaid (Linux)
Good morning, I've searched through the forums and found one topic relating to my question. Unfortunately there wasn't a lot of information. So, is there a document / manual / instructions to assist with exporting as much as possible from our Linux Sysaid system into a Linux SDP ? Thanks in advance N
API for Problems
Hi, We use the APIs for Requests, Incidents, Changes and Asset CIs, but the one missing one that we really require is the one for Problems. I noticed a statement on your documentation site that implementing this feature is in the roadmap. Would you be able to tell me when this is expected to go live, please? Regards, Prashanth
How to View User Map
Hi everbody, We are using home folder and i am config user account home folder \\files\folder\username in active directory user and computers, How can i view this map folder using in SDP Thanks
Improper categorizing of scanned assets
When performing a SNMP scan of the assets located within our network, SDP pulls the correct information of the devices but places the assets in the wrong CI Type categories. For example, a Dell Force10 S55 switch is listed as a router under the CI Type. There doesn't seem to be a way to change this anywhere under Asset Manager. Any ideas?
Remove domain/workgroup name from workstation name
Hello, We've noticed our offsite workstations, laptops etc., are creating new assets when they are scanned. For example: laptop1.our.domain is added to the system upon scanning when connected to our network laptop1.off.site is added to the system upon scanning when connected to an offsite network laptop1.our.domain and laptop1.off.site are the same asset with two asset profiles This is with the Windows agent, by the way. Is there a way to prevent this from happening? Thank you
Odd looking requester in Service Desk
I was scrolling through the Requesters list in Services Desk and came across an odd looking account. Its something that my team wouldn't have created, nor did any of us create it. The account name is cam-n0iorp9, I searched AD to see if it was imported from AD and it wasn't listed there. Is this an account that is generated by Service Desk, if so what is it in regards to?
License Status
Dear I want to know how can I see the license status of Services Deskplus
CI tree
Hi I have a case, My organization has different sites all over Europe, so we would like to manage our asset based on sites. What we have now, when we scan the network, all workstation will be added to Workstation CI. Would it be possible to automatically add the workstation from a certain country in the Workstation child tree? Workstation > Germany England Spain etc.... For example, all German Computers with DE name should be added automatically in Workstation > Germany instead of Workstation
hiden tab solutions an tried solutions in request
Hi, Is it possible to hide the new tabs (red marked in screenshot) after the build 9235? Reason why is, because the solutions tabs does not give the required solutions. Thanks in advance Mark
Vendor assosiation
I am trying to delete some Vendors that are redundant and am getting "FAILURE :Vendor is being used by a module. Hence cannot delete it". How can I see what's associated with this Vendor so I can change the record(s)?
Best upgrade path from version 9.0 Build 9035
We are looking to upgrade from version 9.0 Build 9035 to the latest release. What does our upgrade path look like? So far I was able to find this path .. upgrade to 9049, then 9100, then 9121, then 9200, and finally 9240. Do we have to install all the intermediate step, 9049, 9100, 9121, 9200 and finally 9240? Or is there a quicker way to get to the latest (9240)? Thanks, John Ames
Add Job Title to Requesters Details in a Request Ticket
hello, Do you have the ability to add Job Title to the Requester Details fields?
jssecacerts for Exchange and other ME Products
We currently have a jssecacerts setup for Exchange for mail fetching and responses. We are also trying to integrate ADManager, and the steps to add that certificate are the same as the Exchange setup it seems. Will this interfere with the Exchange configuration that is currently configured in anyway if we proceed with these steps to generate a certificate for ADManager/SDP Integration? Download the .zip file from the link given below and extract it to "ManageEngine\ServiceDesk": For Linux: https://uploads.zohocorp.com/Internal_Useruploads/dnd/ServiceDesk_Plus/o_1af3b3o2010mg10kbj961mdt18sq1/lincertgeneration.zip
User/Technician record - bulk updates
Hi Is there anyway to do a bulk update of technician records via CSV import?
Deleting Requests
I'm about done configuring and testing ServiceDesk Plus. Now before I go live I want to clear the test tickets out and reset so the production incidents will begin at 1. I can delete the tickets, but the ticket number remains where left off. How do I reset the counter to 1?
Dashboard not showing SLA violations
I just noticed that we have 2 tickets in queue that have violated their response time SLA but the SLA widgets on the dashboard do not show any SLA violations. Do these widgets only show Resolution SLA violations? If so this is an EXTREME problem for our organization. Our formal SLA's do not define resolution times, only response times, since some things make take months before they are truly resolved. I have put resolution times into ServiceDesk Plus, but only because the software does not provide
Attach a document to Incident Template
Hi, Is it possible to attach a document to a request template ? Thanks and regards, Gerardo Cortés
ServiceDesk Plus Free Edition... Users that becomes Technicians not working...
Hi.. I install the free edition and import and integrate authentication with AD, so some requester was become Technicians and after that I check that technicians and they are always with the requester interface not as Technician.. Even if I add the technician account to the SDAdmin no effect when the technician login again.. Thanks!
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