Prevent Technicians From Creating New Sites
How can I prevent technicians from creating new sites when entering a new request? We are a school district and it is easy to misspell a site name in the site box (they sometimes don't use the drop down and type it in). We end up with a few site names a few characters different and it is messing up our reports. Thanks! -Ken
extract all the solutions
Hello, it is possible to extract all the stock solutions that are in service desk plus? thank´s
Is it possible to downgrade SDP version without loosing any data?
I recently upgraded to service desk plus 9.2 build 9233 over the weekend but now that operations are back online a lot of bugs are being sent to me and most of the teams aren't able to work properly. I did perform a backup of the database and the application before the upgrade but since this new version has been in production for 3 days now, a lot of new requests got created and I don't want to loose them. So my question is, is there a way to downgrade to a stable build of service desk plus without
Cab members receive 2 e-mails when added to CAB.
I added Cab Members and they received a first e-mail automatically without sending a recommendation saying the following: Subject : Change Request ID:#zzz# is awaiting your approval. The Change Request ID: zzz initiated by technician requires your approval after CAB meetings and procedures. User Comments: Ready for the approval stage. Change Request Overview Why do CAB members receive this e-mail? It is confusing for them as all I want them to do is recommend. I have nothing check in notification
Notes
Please someone get someone to move the notes up on the ticket view. you just can't see them all the way down there! it would be nice if there was another tab on the top with a grey icon of the notes and then a bright yellow one if there are notes, so you can see it. OR move notes up to under then chat.
View all request except the one from one support group?
Is this possible? I know I can setup roles for every support group so they can only see their own or their groups requests but I would like do to the opposite. Allow all support groups to see all requests except the ones from one support group. There is too many downside for me to use the current role approach because my support groups work with one and another and need to see each others requests but one group in particular deals with sensitive requests that no one else should see but them.
Can w ehave SDP website embedded in a Sharepoint page?
Dear all, In our organization we use SharePoint, and would like to have one sharepoint page where user can open the SDP page. Is this possible off the shelf? Kind regards, JS
Powershell - POST to resource field
I am trying to post a value to a resource field and can't seem to do so. the purpose of the script is to take two fields, do some math and then post back a total cost While there is more to the script that preceeds this I am hoping someone can tell me what I wrong syntactically with the inputdata when I write to the host I am getting the right values from the variables I am puling from other resource fields; however, I can't seem to post $totalcost to the resource field Any advice on this would be
Backup Issue
Dear All I want to know i want to let my technical storage team to take backup of application even if (Daily/weekly) what is best practice ?? Note:- I already use backup module in the application Thanks in advance
Adding a Domain
Hi, After adding a domain in Windows domain scan , while fetching the OU from Active Directory the error is ""couldn't bind to Active directory server"" . I checked the system log and its not showing any details for this error. Any help is appreciated Thanks Ahamed
Документация на Русском языке.
Здравствуйте. Скажите пожалуйста, существует ли документация на русском языке по продукту - ServiceDesk Plus? Более конкретно интересует все что связано с CMDB. Спасибо!
Carpeta Patch
Buenos días estimados después de un cordial saludos, me gustaría saber si es posible borrar el contenido de la carpeta Patch la cual esta ocupando mucho espacio, la misma esta ubicada en la carpeta que crea la instalación de ManageEngine, es posible borrar el contenido y no tendrá ningún problema la aplicacion. Gracias
Prepetual License for Test Server
Dear, I would like to know if it would be possible to get a perpetual license for our test installation. I don't mind if the asset/tech count would be decreased, though I would need something I can test new patches, plugins, and new setups on, without having to request for a license every other month. Our live installation is on-prem enterprise. Sincerely, Alem Sisay
Email on Asset Assign / Un-Assign
Hello I am wanting to know if there is any feature currently, or perhaps it can be done with a custom script that would allow the following: I want my Service Desk Plus to send an Email to the user when an asset has been assigned / un-assigned from them. I do not mind if this is an automatic notification when the action happens or if perhaps once I assign the asset I have to select an option for the action menu. Some other things I would like to consider would be: - Would it be possible to email
SDP API & APPROVALS
Hello! I need to send approval request by API. Is it real?
Support RTL language
Hi all, May i know if there is a way to change system direction to RTL language . Thanks
Created SR instead of Incident
Hi ManageEngine Can you help me writing a script which will create service for request instead of default incident? Best Regards, Pawel
Lookup of value based on input
Hello all Ok so here is my scenario. Technician is logging a call and selects the Service Category as SoftwareA. SoftwareA is listed as a service Category with "Owned by" set as another technician. I want to put a read only field on the incident form which will automatically update with the "Owned By" value when the Service Category changes. Fine with all the form rules to change etc, just not sure on how to perform the lookup based on the service category change ? Thanks
Stock management using ServiceDesk Plus
Hello there, we are using the ServiceDesk Plus since many years and we are mostly happy with it. Anyway, we are ordering lots of small IT related accessories like mouses, keyboards, headsets... using the PO-manager. Is there a simple way to have something like a list, in which we can count all of the same items and protocol which accessoires we already gave to employees? Many people are using Excel-sheets or pen and paper, but there must be a smarter way? Thanks in advance for your help Cheers from
Automating assigning ticket between Technician and Submitter when status changes
Is there a script that can be applied to automatically forward a request back and forth between the Submitter/Requester and the technician working the ticket based on the changing of the status? Possibly using Form and Field rules or custom triggers or both. Use Case: We have a workflow in our legacy application for document development and testing. Really, 5 stages: 1. The Document change request gets submitted by a requester/technician. 2. The request receives approval from the selected Approver
User Rest to merge users?
Hi there, I've noticed that there are a lot of posts that have to do with maintaining the list of requesters in SDP. The consensus is to not use the database to fix things as there are a lot of things that could be missed, along with some caching. I don't want to have to manually go through all of the requesters as we have nearly a thousand of them and I have better things to do than constantly maintain this list. :-) Is there a way that I can use the API's in combination with scripting to manage
One-click to log routine requests
Is there an easy way for Service Desk technicians to quickly log routine requests like password resets? It would be handy if there was a way to open a ticket and automatically close it without the technician having to fill in all the details every time. I've tried setting up an Incident Template but that still requires entering a user and assigning a technician, etc. I'm looking for a "one-click" setup.
Mail Fetching without deleting email
Hi, I'm having a look at setting up Mail Fetching on our Service Desk. We get a lot of Requests raised via email, and the ability to automatically raise them into SD Plus would be very useful. I've got the mail fetching working initially, but I'm bothered by the fact that email messages sent to the mailbox where the mail fetching is configured are deleted. Is there any way round this? Thanks, David
Survey Link Broken - post Upgrade 9223
Hi, The survey link is now broken (http://servicedesk.horizons.govt.nz/sd/SurveyDetails.sd?surveyData=7d6499308bd38b65cc82419b4a4e32bba643af17). The rest of SD+ behaves as expected. The Server has also been restarted. Any suggestions on where to start looking? Chris White Application Support Horizons Regional Council
Change Module -- Reminder e-mails for approval stage
In the Change Module, can you set up a reminder e-mail if an approval did not respond to the initial e-mail for a given change stage? For instance, if the change manager is asked to approve, can after 1 or 2 days send a reminder? Thanks, Rob
Not able to create new line nor removing bold text
Dear all, I've been facing issues with changing format of text through customized scripts. One example is that I want to have one text bold and then break and let the user write in normal text. I'm able to put the text bold, but then cannot make line break nor remove the bold of the description. Please see print screen below.
Please revert back the mechanism of SDP help！！
Dear team I am not sure from which build SDP‘s help documentation had forced access the help doc online （https://www.manageengine.com/products/service-desk/help/adminguide/）. But not all customers are willing to read English documents, if the online docs unable to provide i18N edition, this will be a problem. At the SDP previous build (maybe before SDP 9200?), when end user click the help doc link in SDP UIs, SDP will check whether there is a local help docs under <SDP_HOME>/help directory. If
How to remove only tickets and keep same configuration?
Dear all, We're about to go live with SDP in an organization of +1200 end users, and after several testing tickets being created and un-managed we would like to start in production with a "clean" environment. How to do this? Kind regards, JS
Do I need Agent
Do I need to install the SDP agent if I am also using Desktop Central and have the DC agent deployed already?
prices to upgrade license
What are the prices to upgrade our ServiceDesk Plus license? We currently only can have 35 technicians and 2000 assets. ServiceDesk 9.2 Build 9232
Multi-select field
I need to add a multi-select field within my incident and service request forms. I searched these forums and found another person had asked for the same feature 2 years ago, but did not get much of a response other than "we'll add it to the feature enhancement list." If a multi-select option is not available, is there an option to place custom code within a form? For example, could I add a button that launches a popup that is hosted outside of ServiceDesk Plus, one that includes the ability to
Custom Trigger returning data with Powershell
Hi, I've got a powershell script that gathers mainly 2 types of information, and now I want to return these data to the servicedesk. The script so far looks like this: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata $requester = $obj.request.REQUESTER $description = $obj.request.description $folder = $obj.request.Mappenavn $sdphost = "path to our servicedesk" $techkey = "API key" I get the data from the obj.request-variables,
Field & Form Rules - requester email
Hello, We would like to automatically update a custom "Country" field based on the email address of the requester. For example: when the email address is ending with ".fr" then Country = "FR". Is it possible to get the email address of the requester using field & form rules? Something like var x=$CS.getValue("REQUESTEREMAIL"); Best regards, Demetrius
Has Anyone integrated ServiceDesk with PagerDuty?
I am looking at a way to integrate ServiceDesk with PagerDuty aside from opening a pagerduty incident via email from ManageEngine ServiceDesk. Has anyone attempted this. Ideally, in the incident template I would love to have a list of "teams". Our helpdesk could choose which teams to notify of the incident, log the incident in servicedesk and pagerduty could alert the on-call personnel on that team either by email to pagerduty (not my first choice) or maybe through the API. Has anyone done this
Problems, with reply o resend from a request existing in SDP to another system requests..
Sometimes we send from a request in SDP, to another of ticket system from other company, and this system does not process them ... (eg. Spirit), but sometimes is processed without problems.. We see that Spirit also uses the same format in the subject (##$numberOfSpirit##), and we believe, but it's still a theory ... that Spirit, if it receives our message, with our ticket number in the same format (##numberOfSDP ##) ... and this tkt exists In his system, he hangs on his tkt thinking that it is a
Select next approver in SDP Workflow
Hi, Is there any way to select next approver in service request workflow after create and sending request?
SITEs created automatically Please HELP!!!!
Mail Import geht nicht mehr - Zertifikate wurden erneuert
Hallo, wie und wo kann ich im ManageEngine HelpDesk das Zertifikat erneuern? Der Import vom Mails geht nicht mehr! Gruß Michael Thiel
preventing duplicate approvers
We would like to automate some of the approvals in our service catalog. We plan to make use of the $DEPT_HEAD$ and $REPORTING_TO$ approvers. In some of our approvals we would like the approval process to go to a person's $REPORTING_TO$ and then to their $DEPT_HEAD$. However, in some departments, a requester reports directly to their $DEPT_HEAD$. Is there a way to check if the $REPORTING_TO$ and $DEPT_HEAD$ value is the same and then skip one of the approval steps? Thanks for your assistance.
Field Project Code to Request list
Hi everyone! Is there any ability to get field Project Code from Project to Requests list? Now in request list is field "Project id", but unavaliable using another field from project.
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