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
How to split forward and reply mail templates?
It there a was to define which template can be used during reply/forward and make it unavailable in the list of other function? For example while replying - I can also see forwarding templates and vice versa which is confusing especially for experienced operators. Thank you!
Trigger a Task only when certain field(s) selected
I'm currently attempting to set up our new Help Desk system with Servicedesk. One of our primary tickets we deal with is in relation to new hires. I've got the incident template all laid out with all the proper fields would need to fill out, as well as marked what's mandatory and not. What I'd like to do is to create tasks based upon if those fields are selected or not. For instance, I wouldn't need a task to prepare a new computer for the employee if they're in a role that doesn't require a computer.
What are the requirements for Non-IT assets?
Hello, I know that assets with an IP address automatically register as Assets, but I wanted to find out whether that's the only qualifier or not? I.e. would something like a router or switch, which has an IP address, be required to count as an IT asset, or is it possible to classify those items as Non-IT assets? Just wondering what the qualifications are so I can definitively explain why some items are classified as IT assets and others are not. Thank you for your help!
Incident Template Rules
hello Every body I Want to ask about how to make rule on Template when the requester open it to download file
Single point of contact
Hi, i would like to remove all e-mail address from support group and use a single point of contact in service desk plus . What will be the impact?
Nested Assets
What I would like to do is similar to how Workstations has Laptop and Desktop under it... I want to create: Cell Phones - iPhone - BlackBerry - Android So I can separate the assets...however, I can't find the way to do this.
Viewing Software on a Workstaion
Current, when we go to view the software on a scanned asset, it defaults to showing 300+ software titles. 95% of which is set to "Excluded". Is there a way to have the SDP default to showing display Freeware, Managed, Shareware, Software Suite? How do people handle this now?
"PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV.
Dear All, "PO Approval" is automatically disabled for the users who are imported from AD/LDAP/CSV. This issue is exist in SDP version 9220, 9221, 9222 and 9223. As of now we are fixing this issue and the fix will get released soon in our next service pack. To stop this issue temporarily, we need to stop importing users from AD/LDAP/CSV till our next update. --Murugesh
Integration SDP + Redmine
Hi everyone! Maybe someone use integration between Redmine and SDP? It will be wonderfull, if someone can share experience about that!
BD SERVICE DESK PLUS
When I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
No ManagedConnections available within configured blocking timeout
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking.getting this exception. Getting above exception in my application.Give more suggestions for resolving this Issue. Thanks inadvance, Ramesh
Blank stages in the approvals
Sometimes an approver needs to be deleted, or there is an issue when they are approving. When we delete the name, there is a blank stage. Is there a way to remove the whole stage?
Import Requesters from Active Directory
Hy there, it seems that i can only import user objects from Active Directory. As i tryed to import contacts from Active Directory it failed. Is there another solution with import contacts? Thx in advance!
Custom Trigger
Hi there, Just a question on how we go about creating a custom trigger to do the following: If a certain email address sends through a request it automatically gets assigned to a certain technician. There are no templates on how to create the batch file needed. Any help would be greatly appreciated. Thanks
Backup Failing
Hi, I'm pretty sure we're got an authentication issue with our scheduled backups failing, and was wondering if this was the case ? I've checked the logs of the serverout file which have been extracted below. Can you advise which credential is failing ? The Database or the account within SDP ? Saying this though, the application Event Log viewer says the backup failed due to the following: EVENT LOG VIEWER java.io.IOException: The process cannot access the file because another process has locked a
SLA Problem
Regarding SLA problem we face problem on SLA as we make rule and it's not working well
Multi-Pick List for Service Catalog Custom Fields
Please add the ability to have a multi-select list for Service Catalog Custom Fields.
Set Domain on Login screen to fixed value
We only have one domain for user accounts and would like to either remove the domain drop down or set it to always be a fixed domain. I have already gone in to Windows Domain Scan and made all other domains private. I have also deleted all local accounts and turned off Local Authentication. It still requires users to select the domain they are in. What can we do to simplify the login process for users by removing the requirement to select a domain?
Assign requesters from different sites to the same department?
I am trying to assign requesters from different sites to the same department so that they can see each others requests when they select the view "Show All Department Requests". Is that possible? Right now every site has it's own departments so you can have the same department in 2 different sites but I don't think they are related, if someone from one site creates a request the other requester in the same department but different site won't see it I don't think. I was thinking of maybe setting the
Problem with Network Scan for Printers
Dear Support, Printers are not identified in network scan, as all printers does not have credentials to login (like username and password) we login them directly using the ip address. kindly rectify the issue so that we can add the printers to the inventory. Regards Mooez
Asset Management in SDP
Can you tell me if SNMP v3 communication is available in SDP, yet? If it's not available at this point, when will it be? Leslie Myers
Default Worklog Type
Hi, You can make the appointment of a worklog type by default for the group of technicians? Each group technicians assigned to them by default worklog type. To default entered automatically. Thanks!
Select Group \ Assign
There is an opportunity to add a quick appointment of a number of requests for a group of experts: Select Group ---> Assign Often it required to appoint a large number of queries only to the group, without specifying the responsible specialist. Thanks!
Worklog REST API
Hi Team, Am trying to create new worklog using REST API, Getting error 'FailedError when adding work log to request - 32 - Time taken to Resolve or Start Time is mandatory field'. OPERATION_NAME : ADD_WORKLOG I tried to send input xml data : <xml><Operation><Details><Worklogs><worklog><description>Nanoheal client action</description><technician>Heather Graham</technician><cost>25</cost><executedtime>23 APR 2013, 01:00:00</executedtime><starttime>22 APR 2013, 01:00:00</starttime><endtime>23 APR 2013,01:00:00</endtime><workHours>24</workHours><workMinutes>0</workMinutes><otherCharge>0</otherCharge></worklog></Worklogs></Details></Operation></xml>.
Requester does not exist (users with international charecters)
I see that the question has been asked often, but I can't seem to find anything about any fix or solution or anything similar. I create a request using the default template, if I choose a requester that contains non-international letters, I will get a notification saying that the requester dosn't exist, when trying to submit the request. There is no problem if the user dosn't have international charecters, Is there any solutions, or fix for this ? We're running version 9.1 Build 9111
How to add the Service in the Request form
Dear, I'm trying to configure a form to include the Specific Service (child of Service Category), but am not able to find the drop down. We're only able to see Category and SubCategory, but doesn't always replicate with the Service Catalogue. We're running version 9.2 Build 9227 Enterprise edition Please advise. Kind regards, JS
Time change
Hello I write from Chile, where last Saturday I was ahead one hour, the problem is that the Windows server where the software is installed servicedesk this patched and the current time. but the platform with a atrazada servicedesk this time. we are in version 9.222, for your help
Email Notifications
We are a 2 person IT department and would like to receive an email when a new ticket is created and when a ticket is modified, but do not want to auto assign anyone to the ticket. Is this possible? We would like out of office replies to be ignored. Is this possible? Finally, when sending an email to open a test ticket, as the requester I am not receiving a confirmation of the ticket being created. Should the requester be notified when a new ticket is created? Is there a way to configure SD to
Solution
Hi, how can change the solution from technician to all user , we already created new solution and shown for technician only. thank you
Unable to set password for Technician
After creating technician in Users & Permissions, the new technician should receive an email to set up his credentials. The new user is not receiving the email to set up credentials.
Notification icon is not flashing
Hello manage engine team, We stopped getting notifications for coming answers. So when someone reply or when a ticket is assigned on to us.We cant see a icon flashing Any advices ? Thank in advance.
Adding Multiple Monitors to an Asset
Good afternoon, All of our end users have multiple monitors--some have three or four--and they are not all the same type or brand. Is there a way to add more than one monitor under the hardware tab for a workstation? Thank you, Rob
make pick up the request function to follow the rule
Hi, I've created the rule in SD+ for a few fields to be filled in when Technician in specified, so that when person wants to assign the request for himself or other group, he needs to fill in mandatory fields. The rule works fine, but - when technician is picking up request using pick up button, he can avoid filling mandatory fields. Is there a way either to disable the pick up button, or to avoid bypassing the rule?
SD Plus Integration with SAP
Hey there! I have a couple broad questions, once I have some answers I will be able to dig deeper into more detail. 1. We are using SD Plus, however we are looking to integrate it with SAP. Has anyone out there done this, or have any experience doing this? I don't care to what level , we are just looking for anyone that has some experience with this. 2. Anyone here have more than 500 Technicians in your environment? We are at +700 and running into some challenges. I appreciate anyone who is
Copy Business Rule
I need to create about 45 business rules in SDP. Is there a way I can copy a business rule and just modify the copy version?
Linking AD user list in to Servicedesk plus
Hi, Is it possible to have our AD users linked into the service desk plus? If yes how can we do this? regards feroz
Changes API - Planning stage
Hi, We are planning on integrating ManageEngine ServiceDesk Plus' Changes module in some of our deployment processes via API. Setting up the change has been easy based on the documentation, but I was wondering whether there is a way we can add the details required in the Planning stage, notably: 1. Impact 2. Roll-out plan 3. Backout plan 4. Checklist 5. Downtime Is this possible, or are there limitations in the API? Regards, Prashanth
Logged In Technicians not showing properly
Hello, I am using the Online Free Version of Service Desk Plus. I have several technicians logged in to the ticketing system at this time. I am looking at "available technicians" and only one is showing online. I have checked tech settings and found no setting to show them offline or away. What is going on here? Why aren't all the technicians showing online? “I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do it.” ~ Bill Gates
Importing Closed requests now Open
I'm importing tickets from another system, xls file, and the status field for all is Closed. However, in SDP a large amount of them are showing a status of Open with a red flag and tooltip saying Resolution status : delayed by <#> days <#> hours. Before the import, in Admin > Service Level Agreements > All SLA based mail escalations is set to DISABLED as we do not use SLA's. I can do a re-import, however, how can I prevent Closed imported requests to remain as Closed? Thanks. Build 9227. Edit:
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