Clearing out non-existent Assets
What would be the easiest way to go about clearing out Assets that have been re-named (duplicate of the same machine) or do not exist any longer. A scan will tag some assets as "turned off or non-existent" but if it is assigned to an owner is hard to spot. Is there a report you can run for all assets that were tagged as such during a scan?
Error Converting from Incident to Service
Dear All, We're trying to convert an incident into a Service Request, however we have received an error trying to perform this action as per print screen below. Version 9.2 Build 9227 Please see print screen below: Kind regards, JS
Having multiple Servicedesks in 1 application
Hello everyone, So we have a Servicedesk Plus environment where everyone can create a request. But it's only for 1 servicedesk. Is it possible to create multiple servicedesks in 1 application. For instance, the users logs on and instead of "create request" they can choose a servicedesk and then create their request. So you basically create a whole new servicedesk plus under the same application. Is something like that possible? So everything is set in 1 application but has it's own environment.
Is it possible to reverse the order in conversations?
Dear all, we would like to be able to reverse the order of ticket conversations, from most recent to oldest. Currently the settings are from more recent to oldest, and we don't seem to find a way of changing it. Kindly advise. JS
Deleting Support Groups
Hi, I am trying to delete some of the support groups on on Service Desk Plus but I get the error message saying 'groups cannot be deleted' I've tried to remove the groups from any service catalogue requests and check they are not present in open requests. Is there any other way to disable these or remove these from view? Thanks
attach file
Dear Sir, I would like to know if its possible to upload some attach file's which is belong to ( Picture, Microsoft, PDF,TXT ) only.
What permissions are required to delete a project?
We're using SDP 9234. I'm a full SDP admin with the Project Admin project role as well. Whenever I try to delete a project, I'm prompted that I'm not authorized to delete them. Why can I not delete projects? What permissions or circumstances are required for me to be able to delete a project? Thanks!
Best Practice to Offboard Technician
Hi, I was wondering what the best practice is to offboard a technician - Delete or Remove Login? What are the security implications of each? Best, Casey
Asset/CMDB Feature
Is there a way to add a field that provided or would display hyperlinked URL to an asset? This would be used to show webpages for things link network printer, UPS's, network switches, IP Phones, etc.
open and historical ticket view for managers - how to?
hi, is there a way of giving to every manager (users are imported from AD along with manager information) a view in Self-service portal for current and historical tickets reported by his\her direct reports? note: the setting in requester profile that he\she "can see all tickets in his\her depatment" is useless in multi-level organizational structure where "department" filed is used for indicating actually the team name. /mar
REST API filters by field "FROM"
Hello, Is there possibilities to filter notifications in “View all notifications” operation by “CREATEDDATE” field? Can I receive the “TOADDRESS” field and\or make selection by some specific value in “TOADDRESS” field? What parameters should be used for this purposes? BR
REST API version switch
Hello, I am calling “ServiceDesk Plus” REST API v2 “View all Requests” operation in C#.NET. http://xx.xx.xxx.xx:8080/api/v2/request . var SdpTicketRequest = new RestRequest(strRequestURLParameters, Method.POST); SdpTicketRequest.AddParameter("OPERATION_NAME", "GET_REQUESTS"); SdpTicketRequest.AddParameter("TECHNICIAN_KEY", SdpApiTechnicianKey); string strInputData = "{ \"operation\": { \"details\": { \"from\": \" " + idxFrom.ToString() +
Category tree view
Hi, I replaced most of the default categories with ones of my own - removing the defaults prior to. The standard view looks fine but the tree view still contains some of the default ones. How do I get rid of them completly? BTW it has been over 30 minutes since I deleted them. Thanks Daryn
Resolution tab after updating
So we just updated to the latest version and see new options when you close a ticket. By default now under "Resolution" we have Resolution, Solutions Tried Solutions.. Where can I change the default to be Resolution, currently it's set to Solutions.
Solution Auto Suggest: Possible to disable this feature?
Is there any way we can disable the Solution auto-suggest feature that was just implemented?
Change Default tab from Solutions to Resolution, under Resolution.
Will there be a way to change the default tab under Resolution - so it will default to the Resolution tab instead of the Solutions tab?
how to Close to archive user access requests
Hello I need to do is when a user requests access to archive not only by technicians.
Differentiating Affected End User
Is there a way to have Requester and "affected End User" information populated on templates? We would want the information to auto-populate from Active Directory for Requesters and Affected End Users. We have groups which enter tickets for other users. I have been testing, but I have not been able to get it to work. I am not able to User ID (sAMAccountName) to the form. If I create a special field in the Service Catalog area, it just shows up as the default value that I entered. I was able
Recommended solutions - What is the criteria for suggestions?
The helpdesk techs are liking the idea for the suggested solutions displayed on the 'resolution' screen however none of our internal technical KB's seem to show up there. For instance, we run Mimecast for our mail filter and occasionally the guys will get a ticket regarding a held email that they will need to release. The ticket details almost exactly match the KB article for keywords like 'held', 'email', 'mimecast', 'spam' etc The article for releasing an email never shows up however. A couple
Supporting customers at multiple organisations with multiple sites
Okay, bear with me whilst I try to explain... We're a software company supporting multiple organisations with multiple sites. Any customer from any organisation can log a support ticket for any site using email, telephone and the online portal. Now this is where is gets more complicated- A number of these organisations have third party IT support who log calls with us on the customers behalf and some of this third party IT support companies support multiple organisations. We want to automate and
Notification rules create own content variables
We import the "cn" from Active Directory and we want to use this in the notification rules, and if possible also in the incident template How can i archive this?
Webpage sample to create a request
Hey All, My site is classic asp and we are trying to see how to create a request from our website page and interpret the response. Does anyone have any sample webpages we can look at to make this happen? Many thanks in advance
Quick button to list all open tickets for user
Hi folks, If this can be done via a custom script or menu, I'd appreciate the help. Function: While viewing a ticket, I'd like a shortcut to pull into the requests view all open tickets for a user. (This would be a filter in the present view, as Actions>View Requests by User doesn't allow us the efficiency we need. Use Case: User calls with issue, and then states they have other open tickets they would like to address once the present issue has been completed. Any thoughts on how we can accomplish
Build 9236 UI problem
We just installed patch 9236 last night and the "jump to" functionality gives a "User Does Not Have Sufficient Privileges" message. We have an active Desktop Central installation and my user can access it directly but cannot get there from SDP. We see the Desktop Central link and sub-menus but can't use them. I confirmed the API key in Admin and it resolved. Please advise. Thanks SQL Server install 9236 build
Unable to apply a rule to Requesters or All users
I am unable to apply a rule to Requesters or All users. Only Techniciens is displayed in the drop down menu... It is supposed to be possible as explained in the admin reference. Types of Users The rules can be applied to Requesters or Technicians or All users. However, the rules that are applied to Requesters only will not be applied to Technicians, and vice versa.
E-mail Command
hello, i cant find email command manual or list avaible options. seems like a really cool feature, cant wait to try it out. searched web and forum couldnt find anything that would help me thanks
Test Server
Can I partition the production server, to setup a test environment, in order to prevent buying a separate server for the test environment.
Are we able to put hyperlink images in our email signature?
Hi Everyone, I'm new to the PitStop, and as the title says, I'm curious if adding a hyperlink images in our email signature is possible? I'm trying to add images on my signature that when "click" upon, it leads to a certain webpage, so far I can't seem to find a way to do so, your help will be much appreciated. Many Thanks
How to access Manage Engine Service Desk Plus from Android Mobile App
Hello, I need a solution how to access Manage Engine Service Desk Plus from Android Mobile App. I have downloaded and installed Service Desk Plus mobile app for android, but i need recommendations how to properly configure it to access from android mobile. If you have some experience or suggestions with this issue please post here. Thanks in advance, George.
Role permissions for DC/SD integration
Hi, I have installed and setup SD and DC and have my technicians working between both - with everyone setup as admins in both. I have added a role to remove some access to SD modules but when I change the techs role off the admin role I lose the desktop central menu item in service desk. This happens even though the technician has admin access to DC (verified in DC and visible in the checkbox in SD technicians). Is there something I am missing? do they have to be SD admins to see this?
SSO for Linux and Apple OS
Our network hosts users with different Operating Systems; Single Sign On works perfectly for Microsoft OSs but has been failing for Linux and Apple machines. Does ServiceDesk Plus support SSO for multiple OSs; if not, is this a priority to develop in the future?
Survey
I would like to add a comment box under each survey question. How can I do this?
How to access ManageEngine Service Desk Plus from Mobile App
Hello, I need a solution how to access Manage Engine Service Desk Plus from Android Mobile App. I have downloaded and installed Service Desk Plus mobile app for android, but i need recommendations how to properly configure it to access from android mobile. If you have some experience or suggestions with this issue please post here. Thanks in advance, George.
Notification to Technician of Requester update does not contain detail of the update (conversation)
We have notifications turned on to send an email to a technician whenever a requester updates their ticket. This is particularly helpful if we are away from our desk and can see the emails on our mobile devices. However, the notification does not contain the actual text detail of the update and instead gives us a link to the call which we cannot access from our mobiles. I have had a look through the available fields for the notification email, but there does not seem to be one that provides the
Open a ticket with an email
hi, i want to open a ticket with sending an email. mail server settings are successful. incoming outgoing etc. can you help me please? are there another settings which i have to make? regards. thanks.
S/MIME Support in ManageEngine
Dear Sir or Madam, the topic was already raised in 2013 by explanoit (https://forums.manageengine.com/topic/sign-notification-emails-s-mime). Regarding to your employee Raghuraman Balaraman this feature was planed to be implemented in "future releases". Now we have almost 2017... Can you give me an estimation when this very important feature will be available? Thx in advance my friends! With best greetings from Germany Alex
Filtering REST Parameters
I am having difficulty locating the API parameters for filtering by the following: Group Technician Approval Status Approvers The Service Desk Plus API documentation makes no specific mention of filtering by these types, I hope it is just an omission from the documentation and not due to there being no implementation. Thanks
ServiceDesk
Habrá la manera de poder exportar las categorías que tengo registradas en service desk a un archivo de Excel? De ser esto posible me pudieran apoyar en decirme como hacer esto?
CMDB Permissions
Hi Team, How can I amend permissions in SD+ for the CMDB section - to give technicians read only access? Thanks
CMDB fields in tickets
I wish to be able to add a custom field to my ticket form where the pick list items are pulled from a CMDB CI Type. Therefore, adding an entry under that CI Type would result in the new item showing up in the drop-down pick list automatically. Is this kind of functionality supported?
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