Unable to delete attached documents for assets
Hello - Currently we are unable to delete attachments on assets. When you delete the attachments and then refresh the page they appear again. I've updated the server to the current 9.2 9228 version of ManageEngine ServiceDesk Plus and then reindexed the databases but we are still unable to delete the attachments.
Different UI
Are there any different UI's we can choose from? I see there is SDP On-Demand, but is that not something that can be hosted on-site? Is it separate from regular Service Desk plus or is it something I can enable or upgrade to? We are using Your Version : 9.2 Build 9224 We would like a little more clean UI and easy to use without having things redirect to a new page - specifically interested in this feature of On-Demand: "Single window confinementMultiple window pop-ups might create a lot of confusion
Disabled AD accounts as requesters
how to make disabled Active Directory accounts do not appear in the list of requesters?
API request field for Change Plan Approver (Manager or Above)
Is it possible to update the Change Plan Approver (Manager or Above) field via an API rest service call? If so, can you please relay the parameter name? Thank you in advance for your assistance Mike
Notification Question
Hi, We want to be able to notify another team and e-mail recipient when a certain type of Service Request using the Catalog is raised. What is the best way to get a Service Request to automatically create another Service Request for another team OR Notify an e-mail recipient when created ? (We can only see Technicians). Any advice would be appreciated. A
Having requesters in two domains
is it possible for Servicedesk to import requesters from two domains? we recently merged, but we're not at a stage to move everyone to one domain, so the two domains for each organisation exist. We'd like to have users from the other organisation be able to use ServiceDesk - will it support a second domain for logins?
Assgning a non login technician as an Implementer of a change
Hi All, I have a feeling that a non login technician is only able to be notified of information and cant contribute to actions in the servicedesk? I ask because when we assign a non login technician as the implementer of a change, when they use the non login url in the email they receive, they can only view the implementation tab and not actually input any data or close any tasks etc. please can anyone confirm this is the case many thanks Russ
Service Catalog Approval
Hi, Do you know if there is any way you can configure approval so the user can choose who the approval goes to ? We have a Service Request but our AD does not have a reliable entry to their Team Leader as reference, and in some cases they're on holiday so another team leader needs to approve it. Rather than adding a stage of approval with 10 team Leaders on it and disabling the all approver function..... is there any way so we can get the approval to use the contents of another field (Like we use
Technician - forward-reply to the ticket
why technician can only forward the ticket to an other technical and can not answer? As it happens to the creator of the ticket. Thanks
Automatic scanning
Hi there, Just wondering and maybe proposing an idea. Is it possible to trigger a import users function using an external script (pref PowerShell). We currently have the import AD users timer on 1 day but it is to slow. We would like it to run either just before a user is created or on the hour. Regards, Willus
Refreshing a Test System
Hi, I was just wondering if you could validate something for me. We have two Service Desk Plus systems running the same version of software, a Live and Test. Each use a separate SQL Server as reference. We've made changes to Live since this was setup and now want to refresh our test environment so the config and data of Live are replicated into the test environment. Will a simple Full Backup of Live, and then Restore establish this ? Obviously we'd need to make sure the Webserver port and Database
Bulk edit assets to update location
I need to change the location of multiple assets and the only way I can currently see to achieve this would be to create a report of assets and export to xls/csv and then update the spreadsheet to use for import. Is this the only/optimal way? Thanks.
Not able to import Software CIs through CSV or creating them manually through the web interface
Dears, I've tried through several ways to add manually software into our CMDB, in specific Software (parent) and Applications (child). We use other systems for the network discovery and would like to chose only specific CIs to manage and grow from there. How can we add more software and applications? Kind regards, JS
Synchronization Issues - OpManager/ServiceDesk
We are still having issues with the synchronization between OpManager and ServiceDesk. Last night we updated both services to the latest revisions, OpManager v11600 and ServiceDesk v.9.2 b.9229. This morning we checked ‘Notification Profiles Triggered’ in OpManager and the alerts do not appear to be automatically raising tickets within ServiceDesk.
Last logged in user date/time?
I know I can get a report showing the last logged in user as well as the last date when the asset was scanned. But how do those pieces of information relate? Is the last logged in user the name of the user who was logged in when the scan occurred, or the last user to have logged in prior to the scan? Thanks, Jeff
mail added to a incident or service request
Hi, is there somewhere a option to add a mail to a certain incident or request? I would like to be able to send a mail to servicedesk with the request no in subject field, and the mail should then be added to the specific request, instead of creating a new. Is it possible to configure this in Servicedesk Plus? Best regards Thomas
Searching for requests
Is there a way of searching for requests where you can input part of a key word and it will pull back all requests which contain that part of the key work? For example if we type in 'dan' in the key word it would find all request from Danielle or any request which contain 'dan' within a word? Many thanks Dan
Off hold date
Which table stores the future date set when using the on-hold? The workorder history has this date in the 'description' field, which includes various other data. Is there a specific field which contains this data?
Service Request Approver Greyed Out
Hi, We modified a user\requester so they can Approve IT Service Requests, but now they have changed role and should not be approving them. We tried to untick the field but its greyed out. Is this a known error or something we can fix ? It's just greyed out, we dont get any messages when trying to untick. Any ideas ? Andrew 9120 SQL
IT Service CI object
Hi, I am adding several fields to the IT Service CI object. No parent object is defined. But for some reason I get the newly added fields on the Business Service object, Software Object etc. How come that fields defined on the IT Service object is visible on other CI objects? Best regards Thomas
Requester Report
Hey, so a quick question... is there anyway I can run a report to show all ticket requesters by number by date range... i.e.... John Smith has submitted 28 tickets since (date range)
Assign to Technician or Group based on email reply content
I am getting ready to implement SDPlus (on-premise) to replace another help desk system and I am having trouble trying to figure out if one of our desires for the system is possible. Here's the scenario: We have three support groups in IT: let's call them A, B, and C All new tickets come in to Group A. An email is sent to all technicians in Group A when a new ticket is received into the group. Group A analyzes each ticket and determines if it stays in Group A, or must be assigned to Groups B or
Moving servicedesk + from C: to a new drive
Has anyone done this please? I need to move my installation from the VM's C: drive to another drive on the same server. Thanks for any advice!
Please guide me
Dear Support We need to change different password for manage engine login account, Is there any impact Kindly guide.
Change Management Change Roles
I have created a new change role for our executives so they can be notified when specific events along the change process take place. Unfortunately, I cannot figure out how to add the executives to the role. Please point me in the right direction. Ronnie 9.0 Build 9001
Closing tickets
When closing requests, is there any way of deactivating the 'Close request' pop up box? We would like to be able to enter a resolution and just close request. Many thanks Dan
Modify Description
hi, is there any option to modify the Description like remove some option in the Description toolbar as attached file and modify the size Description box
How to de-activate the sending of emails
Dears, We're not yet live with SDP and we need to test email functionality without risking sending emails for people outside the testing group. We already synchronized all users with AD, therefore field e-mail is filled in. I would like to know what you recommend to make sure only few people have email configured so that we can test without any concern. Kind regards, Nuno
e-mail auto-forwarding to a technical / Inoltro automatico e-mail ad un tecnico
Hello; I would like to know if you can automatically forwarded (via mai) when a new ticket is automatically assigned to a technician thank you so much. Salve, Vorrei sapere se è possibile inoltrare in automatico (tramite mail) un nuovo ticket quando viene assegnato automaticamente ad un tecnico. grazie mille. Manage Engime ServiceDesk v. 9.2
Service Catalogue Form - how to show only Item and not Category and SubCategory
Dears, We're setting up our Service Catalogue and in the form we need to have the user select only the item, having the Category and Subcategory either locked or hidden. The set up is being done this way because we are replicating the Category and SubCategory to the Service Catalogue 2-Tier Structure. We tried two things without the desired results: 1) to remove Category and SubCategory from the form, but then Item was automatically removed from the form; 2) then we configured the Category and Subcategory
Image as link
Hi, How i can make my custom logo clickable? I need redirect to main page of service desk.
Restrict deletion of a technician while possible resolving cases of requester!!
Hi, I want to know if it is possible to restrict technicians from deleting attached files that are sent by requester. And it is necessary for the technicians to be able resolve cases. Our company does not want any data deleted(all data are sensitive) unless it is by administrators.
Recording Oracle licenses against assets
Having a bit of trouble on how to record Oracle Enterprise licenses against a server asset. The license model is based on Named Users, and a certain amount of named users are assigned to a server depending on the processor count. In this example I have a single server asset which has 2 x quad core processors. Using Oracle's metrics I require 25 user licenses to be assigned to a processor. The number of processors is based on the cores, and each core is 0.5 of a processor so a single Quad core processor
Customized Ticket Status which are considered completed
Dears, The behavior of customized Ticket Status, which are classified as completed is still not entirely clear to me. We would like to have a Cancelled and Informed ticket (Completed) Status as well for statistics. - Does a ticket with a Cancelled Status have the behavior of a Closed or Resolved ticket? - Can a user reopen a Cancelled ticket? - What notification classification will trigger email to the user? Resolved or Cancelled? We considered doing that in the "Request Closure Code", but we
License issue
We just received our license file from our SCM focal. We have passed our 30 day trial period of ServiceDesk Plus and tried to apply the new license file and it says invalid license file(Error code 500). What do we need to do to request a new license file or process steps we might be forgetting while installing the new license file. Thank you, Brad Hayes 316-523-2300
Custom Triggers ---- Id by email address
Hi all, Does anyone have a script that identifies a customer/requester by email address and assigns it a priority based on the address??? Thanks!
Notify select Technicians on Assignment
We have a select group of Technicians who are not regularly logged in and have requested they get emailed when a request is assigned to them. We have looked at Support Groups and this addresses some requests but there are others that do not fit this option. We considered Business Rules but Technician isn't a field we can build a rule around so that doesn't work. Any suggestions?
Automatic name resolution on "Submit for Approval"
Good morning. When a Service Request is "submitted for approval", it's posible to configure the "To" field to recognize the Requesters? It only recognizes the users' email. Thank you.
Auto set task owner as request owner
Hi, Is it possible to set the owner of a task to automatically be the request owner? I can see where I can set an owner but these are named owners (technicians) and there is no option for 'set as request owner' and the techs have to manually set themselves as the owners. We have a number of scheduled tasks which are assigned to different techs everyday. It would be useful to be able to set the scheduled tasks to receive their ownership from the ticket owner.
Double notification emails
Hi there, Currently we have email notifications enabled for closure's and updates which is working. However we are getting two emails for when a request is closed, an update email and a closure email. Is it possible to only have the closure email sent when an incident is closed instead of a closure and an update? Thanks
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