Asset Reassign Workflow
We utilize ServiceDesk Pro to assign assets to users. I would like to be able to generate an email to our Finance department who has to manage a separate fixed asset inventory system when the asset is assigned to a new owner. Is there any way to do this?
Field and form rules to filter custom field based on Site
After reading the following forum post regarding Field and Form rules filtering I've decided to give this a go on my requester form https://forums.manageengine.com/topic/field-form-rules-filtering-list-of-picklist-values I'm trying to filter the results of my custom field named Location (WorkOrder_Fields_UDF_CHAR90) by what is selected from the Site field Example- If someone selects 'Reading' from the Site field i only want options in the Location field to display if they contain the word Reading
Ticket Prefix
Hi Is there any option to have the ticket ID prefix like 170001 will be the first ticket for 2017 and then I will reset to next year to 180001? Regards Irfan
Can alternate approvers be configured?
In the situation that an approver is unable do the necessary approvals (away or ill for example) can an alternate approver be configured without having to manually change each pending request? Best regards Dave
Create a request with API, how to add a hyperlink into the description field?
Hello I am creating a request with powershell with API. I'd like to insert a hyperlink into the description field. What is the syntax I have to use, so I'm able to click on the hyperlink? I already tried with html syntax like $link = "<a href='http://www.metas.ch'>Test</a>", but only the word Test is shown without a clickable hyperlink. Regards, Markus
Import Requesters From AD Group
Hello, Is it possible to import only requestors from from a specific AD group? Thanks
How often is a Windows Domain Scan performed?
We're using SDP 9237. How often is a Windows Domain Scan performed? Are they performed automatically? I could not find any settings to configure how often these scans are performed. Thanks.
How to delete a site being used by another module?
We have a site that was imported from AD by accident (misspelling). We would like to delete this site from the Site List. When I try to delete the site, I get this message: WARNING: Site cannot be deleted as it is being used by a module. I have gone through the assets, requests, and requesters and changed all instances of that site to the site it should be. The site is not being used under any projects, changes, or problems. Where else would I check where this site is being used so it can be deleted?
how can running instance manage engine service desk plus on two server with one data base
how can running instance manage engine service desk plus on two server with one data base on our other office branch?
how to custom Font Portal
how to change font service catalog ?
Add new requester with Login name and password fields via REST API ?
All SDP team I need to use REST API to add new requester with Login name and password fields .is it possible? Thank you and Regards
Hide fields dynamically on form load script
I'm currently using Field and Form rules to hide fields on form load, which works but I have to add new fields to the rule when they are added. I'm now playing with custom scripts to try and handle this dynamically so that it hides all fields, even when new ones are added, except Site, Category, E-mail ID(s) To Notify, Alt Phone number, Technician and Status. I've been able to do it by listing the fields using $CS.hideField(["WorkOrder_Fields_UDF_CHAR90"]); but I'm unable to find any way to capture
Is there a way to keep the search option banner visible above the fields when viewing requests under request tab?
Is there a way to keep the search option banner visible above the fields when viewing requests under request tab? Vs. scrolling to the right and clicking on the search icon each and every time:
Boot Camp Dec'16
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Additional Request fields using Active Directory attributes
Good Evening, Is there a way to add more fields to a request and use Active Directory attributes to be populated out of the box, or would we need to use a custom trigger? We are wanting to prepopulate a user's address, phone number, and so on from Active Directory. I brought the attributes in through the "User - Additional Fields", but if I try to map the fields the same way in a request, it just shows the text like "l" for "State", "samAccountName" for "login ID", and so on instead of the actual
Best practice concerning solutions in different languages
Hello Forum, I trying to figure out the best way to build a multi-language solution DB. I will need 4-6 different languages. Goal would be to show the solution in the requester browser language and default to English if no local solution exists. Any ideas? Thanks Daryn
Getting an automated workflow by sending mails
Hi, Is to possible to convert the mail into workflow? When a mail reaches service desk , a ticket should be generated with approval process Thanks, Ramesh
Request Audit
Hello, Is there a log somewhere within the server/DB that shows the requests catalog history - specifically details of when a ticket is deleted by an admin/technician? Thank you, James
Execute script and close ticket on Approval?
Is this an option? We're looking to add a user to an AD group and close the ticket once the ticket is approved.
Dual Purchase Approvals
I'm not sure if I'm overlooking how to do this or if this should be a feature request. I need to have a user that currently has a purchase level of say $10000 with a higher amount that can only be jointly approved if the CIO is out. Example: Sam currently has an approval level of $10k. Sandra doesn't have a current level. And Tom has a level of $1m. If Tom is out (for whatever reason) only together can Sam and Sandra approve Tom's amount. Otherwise, Sam can only approve 10k and Sandra nil. Thank
Report for No Notes in 72 Hours
Hello, is it possible to create a query report that looks at incidents/requests that have not had a note added over the past 72 hours? I found this: SELECT wo.WORKORDERID "Request ID", wo.title 'subject',notes.NotesText "Request Notes" FROM WorkOrder wo left join notes on notes.workorderid=wo.workorderid WHERE wo.isparent=1 but it only shows me request id, subject and notes. Any way to show only those without notes in the last 72 hours? Thanks
IE11 not responding when loading requester form
IE11 becomes unresponsive when loading our requester form. It loads fine in Chrome but we find that that in IE it takes 25-30 seconds until it becomes responsive. Also, when the form is loading in IE11 it shows all fields before hiding them, as is set in the field 'on form load' rules.Has anyone experienced this issue? The form is quite complex with a lot of additional fields which are hidden and displayed on conditions being met. Does Servicedesk Plus have a recommended limit on the number of fields
Unknown printers
Hello, I ran a scan of one of our printer VLANs and 99% of them returned unknown printer. I find that very strange as we use standard Lexmark business printers and the scan returned the infos required: Lexmark XC4150 version ATL.030.082 kernel 4.2.8-yocto-standard-882b13d5eb08649bf415e5fa5fbe11fb All-N-1 Lexmark XM3150 version NH5.SB.N543 kernel 3.0.0 All-N-1 Please advise. Thanks, Daryn
Finding deleted Requests
If someone deletes a request or even a Change, is there any log of that action where an admin can see who deleted it and what was deleted? So If I know that Request 130711 was deleted because of a gap between 130710 and 130712, is it possible to find out anything about the missing record? Any audit trail or recycle bin type of thing? Thanks David
Associate Assets
Hi, We can associate assets in Request Module. But it is different in Change Module. 1. Could you make the same view as it in request ? 2. Could you add more fields when we associate assets such as IP address, asset tag ? Thanks.
Asset/Vendor price bug??
Hello, I have created vendors and products and have also assigned the products to the venders. I then scanned my printers and assigned the vendor to them. Strange thing is that the printer models were correctly identified by the scan but the price for the product is not properly updated. It seems that it chooses the first vendor product every time I choose the vendor - even if the product I'm working on is at the bottom of the vendors product list. Please advise. Thanks Daryn
Survey Link HTTP Status 500 - Error
Servicedesk 9.2 Build 9233 has been upgraded. After the transition, we clicked on the survey links to the users and started to get the error. Can you help me. However if I click the survey link button, I get a 500 error immediately. Support File Attachment
Restore previous theme after upgrade
We recently upgraded SDP and our custom theme is gone. We have a backup, but I am not sure how to restore the theme we had. Is that possible?
Exporting Tickets with Attachments
Does anyone know of a method to export individual tickets with their attachments to a directory? We are looking to export any tickets that are marked as "Approved' to our Accounts Payable Document mgmt system.
How to delete assets and start over?
We would like to delete all of the assets in our ServiceDesk and start fresh. We're using 9237. Is this possible? Is there an easy way to do this? Thanks!
Can you make Resolution default to the Resolution sub-tab instead of the Solutions tab?
We're using SDP 9237. Thanks.
Need a way in which Technician get alerts when SLA is getting violated
Hi, How to configure the alert, Suppose the ticket created date is Jan 1 and due is Jan 4 , then a reminder should be sent to person on Jan 3 on the service desk plus. Thanks, Ramesh
Change the order of services in a service category?
I've added several new services to an existing service category. Is there a way to drag the items to change the order of appearance for the requestors? Or at least just make them order alphabetically?
Cleanup Archived requests
Hi Is there a way to cleanup Archived Requests For example, we don't need requests for >3 years This could free more HDD space. Regards, Dmitry
auto reply
Dears can you please advise how can I create auto reply email for when I received and incident on user group Thanks Hani Sadeq
Pictures or URL link to picture of Requester
Is there anything in the road map for importing requester's pictures or at list creating a custom field that would point to a picture of the request?
Service Catalog: Allow Members of Group to See Open Requests
Currently, we use have our HR department submit all User Management request through the Service Catalog. We have created a group (HR) that restricts access to this Service Catalog. The problem we currently face is, if the primary person who submits requests is on vacation, her backup cannot see the submitted requests. Is there a way to allow a "Group" to see all requests submitted by that Group?
Field and form rules
I was playing with the field and form rules in the new build and loved how you can now remove options. I was wondering though, it seems i can remove options in the 'Feild and form rules' for incidents and requests, but i am missing the options in the change management 'field and form rules'. Will this be implamented? or is there something wrong with my install. -shane
Regular mail fetching stops after upgrade to version 9238
Hi, after upgrading to version 9238, the regular mail fetching task does not work anymore. The E-Mails get fetched only ONE TIME after service restart but not in the configured interval. Anyone else experiencing the same issue? Regards Tan
Any way to stop the cursor automatically moving to the To field when hitting reply to a ticket?
Hi all This is one of my biggest annoyances with SDP right now. I hit reply, notice the cursor in the body field, start typing, then a second or two later it jumps up to the To field. It's infuriating. Why does it even move to the To field when I've hit reply? The To field is already populated on replies. Is there a way to disable this behaviour?
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