After email fetching stops, how to import the missed emails...
Good afternoon, When our email fetching stops in ServiceDesk Plus, we send a notification, and then manually restart fetching. My question is, for the emails that came in while the fetching was stopped, is there a way that I can create these as tickets without manually reading all of the missed emails? Diana
creating support group
Hi guys, I've created a group within our helpdesk using support group to carve off helpdesk cases for a different group. question is right now we have a notification rule that gets automatically sent to the user from the main helpdesk. Is there a wayto send out a different one based on the email address it comes from? for eg. helpdesk@servicedesk.com gets a specific automticaly response helpdesk-different@servicedeks.com gets a different email
On behalf of - Param set to "Department" - user cannot see requesters from the Department assigned
Dear all, We have activated on behalf of functionality with parameter set to department, and identified that users cannot see any other colleagues in their department, even if several users belong to the same Department from the AD extract. It's simply blank, and changing department name in the CI tab doesn't do the trick. Another question I have is if the Managers of a department are also included. Most of the times, people open tickets on behalf of their Managers. Kind regards, JS
Using Desktop Central for remote control within Service Desk Plus
I thought integrating Service Desk Plus with Desktop Central caused it to automatically use Desktop Central's remote control but that doesn't appear to be the case. We want it to use Desktop Central for all remote control. It does work if we click on the Desktop Central toolbar, find the workstation and get control, but we really want our technicians to be able to get remote control directly from the link on an incident or request.
SDP&SalesIQ
Hi,Are there any options for the integration of SalesIQ to ServiceDesk Plus? Thanks!
Disable the Description Field
Hi folks, Some time ago I submitted a feature request to be able to have a field that was just a label, allowing us to put any amount of text onto a form. While I await that, I'd like to use the description field for that purpose. The idea is that the description will hold a list of policies ending with "By submitting this request you agree to the policies above." However, I'd like to disable the Description field from being edited via the Field & Forms and Is this possible? Thanks, Adam
Unable to assign a ticket to a technician when i am in the ticket.
I am unable to assign a technician when im inside the ticket. The groups and technician selection popup box comes up fine, but i am unable to hit enter to accept. this is happening in IE, Chrome, and Firefox. Any suggestions? -shane
ServiceDeskPlus: Windows or Linux VM
Hi, I'm going to deploy ServiceDeskPlus on new virtual machine (HyperV) What is the best OS for this application or it does not matter? Thank you
Manage IT assets
Hi, i have a question about how to manage it spare assets like cpu, hdd, psu, mb, etc in servicedesk plus. how import and manage and monitor them in SDP? thanks
Importing data
Hello, I want to import all data from spiceworks, to service-desk manage engine can any one help.
Notifications #2
Hi,How to configure notifications for technicians, if a new request is not assigned to more than 30 minutes? Thanks!
Can I use Manage Engine Service Desk Plus on my Godaddy account ?
Hello team, Can I use Manage Engine Service Desk Plus application on my godaddy account ? I have a Economy Hosting package from Godaddy for Linux and I would like to install ME SDP on it. If someone could share the steps that would be very helpful.
Form templates
Is there a plugin or any way we can make templates more dynamic and visually pleasing? We would like to group fields (either by adding spaces or borders to go across the template horizontally). Some of our forms require users to answer questions and depending on the requirement, it would expose more fields. Whilst we have done this, we have the issue of the fields moving within the template. Is there any way to set the tab sequence?
Dynamic Fields - Execute Script - Set Subject field based on Additional Field content
Hello, I would like to set the Subject field to be the concatenated value selected under 2 additional field's selection. For example if they select UDF_CHAR12 - Hardware Issue and UDF_CHAR13 - PC Laptop, then I would like the subject line to show Hardware Issue - PC Laptop. So far I haven't even been able to get it to display the first value. I've tried using the below script that I found under another query. var x=$CS.getValue("WorkOrder_Fields_UDF_CHAR12"); $CS.setValue("SUBJECT",x); This displays
Unable to generate scheduled report
Hey, Everyday I get the message below: When I go to report and search for scheduled reports no records are found. How can i stop this report for being sent? Kind regards, Jordi van Oosterbosch
system errors when NOT using full-qualified domain name when accessing SD+
the team, we noticed that after one of recent patches system is throwing errors when user doesn't use full-qualified domain name e.g. http://sdp.mydomain.com our system is hosted on-premises and are using SSO\passthrough, so people within the same domain shoudl be able to use only http://sdp what's wrong? /mar
Add/insert text to subject
I need to add or insert text to the request subject when it comes to Servicedesk (from any way, mail, portal...). I have several Support groups and I’m using templates for each of them. What I need is that by request that comes to a one of the support groups (with a specific template), a fix text will be added/insert to the subject (like it is inserted the request number).
Need additional AD information displayed in Incident request form
Hello, I need to display the user's Phone number, location and email in the request ticket These are all fields that are imported from our Active Directory so they should be able to be displayed somehow but I haven't seen how to accomplish it. Thanks
Integration c#
I want to integrate the api with C #, but I can not generate the regenerate key.
Is it possible to automatically assign email tickets to a probem
I want to automatically assign emails to a specific problem in problem management based on contents of ticket description. Is this possible?
Technicians \ Additional E-mail
Hi,Technicians can not specify an additional email address. Unlike the Requesters. It Fixable? Thanks!
Update requester details via import
Each time we upload updated requester details into ServiceDesk, rather than over write the current requester details brand new records are created, so now we have every requester in as a duplicate.. Does anyone know how to update requester's details rather than add new? Many thanks
Active Directory Reconciliation
Hi, We have a problem with the 1 way AD Synch of SDP. I can understand how it wont remove users, but when we have existing users changed (They get married etc. and their logon is changed) the system creates a secondary Requester with just the new logon ID so we get 2 users appearing (The original and then one with no info with their logon ID that seems to take dominance). To resolve this we have to remove both and then re-synch. Is there a way to fix this ? Is there something on the roadmap to address
Custom trigger blank field to run
Hi everyone! I need start custom script, when my addional field have NULL value. If i stay field (in custom trigger) clear, after saving it disappear if the field was clear. Any ideas?
REST API - CMDB - Error 3001 on specific CI Type
Hi, I try to list all CI´s with a specific name (MYCINAME) under a specific CI Type (MYCITYPE) and get "statuscode = 3001" When I (just for test) created a new CI Type MYCITYPE2 and created a CI within with name MYCINAME2 it works !!! Something is wrong with the other CI Type but I cannot see what is wrong? I don't want to redo Everything because we have a lot of CI's in the CI Type that we have problem with. Attached is the PS question (that works against MYCITYPE2 but NOT MYCITYPE)
$DEPT_HEAD$ versus $REPORTING_TO$
Hello, What exactly is the difference between the $DEPT_HEAD$ and $REPORTING_TO$ variables in the service request approval workflow settings? Where is the data coming from? Best regards, Demetrius
Populating a large pick list in Service Catalog>Resource Field
I have a Service Desk question that asks for a location. I have 65 locations, and it would be great if I didn't have to type these in manually. Is there a way to populate the Question Type>Drop-down resource pick list (or a custom pick list without having to type them manually? If not, can we have a feature request for that? Thanks Adam
Using Powershell to input request details works only once
Hi, I have created a powershell script that sends some details back to a request (it changes the user and the custom fields called 'Mappenavn'). Also it adds an approver to the request. My problem is that either of these two functions works alone. But the second I add both functions in the same script none of them works. If I then comment out one of the functions, the other starts working again. Can anyone tell me what I'm doing wrong and how I fix it? Script: param ( $json = "none" ) $jsondata
Can we have a Stable Release Please??
Can we have a stable release. Take a look at the last 7 releases alone. Look at the dates. Please start testing internally and stop using the community to test your releases. I work for a software developing company and I can tell you we would not find it acceptable to release in the hap hazard way you release SD Plus. I have an issue with a setting in version 9214. Manage Engine's solution is to update to the latest version. There is not Stable latest version!!, you are releasing a fix for the previous
auto assign inbound email to a specified problem
Is it possible to parse an email, and based on text found in the description or subject assign the ticket to a specific problem in the problem management module?
Service Desk Plus Desktop Central - Icons Not showing when loaded on virtual server
I am unable to view the icons from Desktop Central. The SDP is loaded to the 2012 R2 virtual server. Can someone help me?
API Key
Hello Can We change the Configuration of the API Key Generated for User to Use a Specific Template? I mean not to Use the Default Template . Thank You
Incident Template - Form Designer
Hi, Is there a way to edit a New Field when you add one through Helpdesk > Incident Template ? I'm trying to create a new form. Once I add it I can't see where I can amend the type or content of the field, and when I remove and try to re-add the same one from scratch it keeps it cached so I can't use the same name! Can these be edited somehow ? All I can seem to see is Remove or set to Mandatory Field, Requester can set and Requester can view. A
Change font
Hi, I am using Arabic version of SDP. Is there any way to change all arial font to another like Segue UI? arial font is very small and ugly.
Reports sent as Excel are not sent
Greetings, I've dealing with a problem since November 1st, all reports that are sent as a Excel attachment (.xls) are not sent, not even the email empty. All other formats (PDF, CSV, HTML, inline HTML) are sent without a problem. I thought at first that it was a problem with our email, but I sent the reports to external domains and the same happened. I've already restarted the app server and the SQL server with no changes. Please help me. I have the version 9.1 built 9105.
Doesn't restore a backup made
Good Afternoon, I want restore a backup from server old to server new, the process ended successfully but when I go to the web platform , shows me no information, as if I had finished installing I don't know what happend, please, can anyone help me?.
Lease option import from csv
Is there a way to import Leasing information (start to end date) from a csv file? I have over 400 assets that are leased. Creating a separate "leasing column" will not work since we are using the notification option to notify us that the Lease is about to expire. SDP verison # 8114
Using the Asset Agent what determines the computer CMDB types
Using the Asset Agent what determines the computer CMDB types. When the agent sends data to the main ME server it registers as various CMDB types, what determines that and if we choose a different type will it change back on the next agent upload? As Example: Windows Servers vs Laptops vs Desktops are not all correct. Thanks Ken
Business Rules Logs
Are there any logs for the Business Rules? Have rules setup but need to see what is working and what is not, so would like to be able to see what gets triggered or not. Chris Trauner Network Analyst
leased asset email
Hello, is it possible to receive an email (IT group and user) when the lease time for the asset is expired? Greetings, Jeroen
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