SDPlugs overview
Here is a short video on some of functions in SDPlugs Regards, Fredrik http://sdplugs.com
Email Parsing - REQUESTTEMPLATE
I have a web form that is sending an email to our SDP instance to generate an Incident Request. I'd like it to use a specific form, which I've included in the parsing commands. However, it is not selecting the template, but using the Default Template.
How to execute different permutations of Business Rules
I have the following rules currently configured: (ignore the case as this is just an example) If subject contains "DevOps" assign to Devops Group If subject contains "Critical Priority"; set priority to Critical + send email and sms to technicians A,B, and C If subject contains "High Priority"; set priority to High + send email to technicians A,B, and C As it works right now our IT department can see all the tickets and the DevOps department can only see a subset that are within their group. So I've
How to add Solutions categories?
How do I add a new category under solutions?
Disaster Recovery Server
Dear All please i want your help as i want to build Disaster Recovery of manage engine so how can i make that issue
Minimum Permissions
Hi Team, Can you please advise the minimum permissions that can be used for service account? If we are using inbuilt database where this service account will store ? Path please. Thanks Arjun
Auto Reply changing status
Situation: We reply to a user and change the status to waiting on user. The user has their Out of Office auto reply turned on. Problem: The auto reply changes the status of the ticket to Open again. We do like the fact that the auto reply is added to the chain of emails for tracking so we don't want to filter those out. We however need the ticket to stay in the "waiting on user" status. Work around: We know that this happens, so we wait for it to change to Open and manually change it back. Since
Can The Email Subject Be Changed?
Is there any way to change the subject on the email that goes out based on the subject or category of a ticket?
Appending E-mail to Notify
Is there a way to append the email to notify with an email that the requester enters and an email that automatically populates the field? What I am trying to do is use the field and form rules to populate the email to notify field without overriding the requester's entry. The way it's working right now is that when the requester fills in the field, the rule overwrites their entry with the distribution list I have set up in the rule.
Printing out Request
When using the Print Preview function to print out a ticket, the whole ticket does not print out. It acts more like a screen shot instead of printing all of the categories selected in the interface. How can I print a request out, on demand, and have all of the selected areas print correctly?
Moving Service Desk Database
Morning, I need to migrate the Service Desk database from the current location (on the same server as the service desk application) to one of our centralise db servers. Can someone please confirm which config files I need to amend to point service desk at the new db location? Thanks, Scott.
Contract fields
Hello, Are we able to change the contract field names somewhere? There are a few there that we don't require but would like to rename them to better suit our business. Thanks
Incident additional fields
Hey guys, We have an additional field that is a pick list. Is it possible to have it appear as a drop down list on the requests tab? Currently its just listed as a - . Any help would be appreciated. Thanks Matt
Multiple email Domains managed in one ServiceDesk
Hi, I would like to know if its possible to centralize support for different domains, for example my company has 2 branches, one for development and one for auditing, each one has its own domain with its own "support@domain.com" email and since they belong to a centralized administration we would like to manage request from both domains in one servicedesk, is that possible?. I have checked the SITES option, but it does not seems to do what we desire, rather it seems to be a tool to manage different
SSO issue with Domain Trust relationship
Dears, With one of the ServiceDesk Plus installations, I am having trouble configuring the SSO. Here is what happens: When SSO is enabled, SDP hosted server gives an error "The trust relationship between this workstation and the primary domain failed". In order to fix this, we need to decommission this host from the network and then re-join the same to the network/domain. Plus, all the printers installed in the user systems go offline and none of the (300) users are able to print. All this happens
SDF-62042 : Floating menu bar
Hi, I would like to know how to enable the floating menu bar option.It reflects under New features in 9203. Thanks. Regards, JD
Downloading service packs
Hello, I am unable to download the service pack. It asks me to sign in to pitstop, which I am. Any help would be Appreciated
Purchase Order Buttons Covered
Has anyone else had an issue with the buttons in the Purchase module being covered by the purchase order records? s of the
Disable/Remove Technician to not be shown in list
Hi, I would like to remove/disable a Technician to not to be shown in the drop-down boxes for "Select Technician" any more. I removed the login but this doesn't helped and when I remove a Technician completely (delete) the Worklogs of that Technician will not appear in the Timespent reports any more. I definitely want to be able to do reports over past periods for those Technician but disallow the ability to select them for future tasks. Is there somehow a option to JUST disable them? Version: :
PO approval not working
I have a technician that receives request for purchase order approvals and when he logs into service desk under My View, he sees the items that require his action. All of his items are PO's waiting on approval but whenever he clicks on the Take Action button, he gets the following error: I have cleared the cache on his browser and still get the same error. He is using IE11 and we are running ServiceDesk Plus 9.2 Build 9211 with an MSSQL database.
Task Dependencies
Is it possible to require that tasks be completed/resolved before the associated ticket can be closed? If we have multiple technicians assigned a task on a request, such as a new hire creation, then we really need to be assured that the tasks are completed before the primary ticket owner closes the request. If we cannot assure that the tasks are completed first, then the task feature proves to be worthless to us. It would also be great to be able to set reminders for tasks, like we do on SLA's.
Report request
Possible to get a report listing all duplicate asset names? It would also be nice to have additional info list serial number, asset tag, state, etc. MSSQL build 9220 Thanks
MS Office 2010 service pack 2 not reflecting in ManageEngine ServiceDesk
we are installing MS Office 2010 SP2 , but manageengine not reflecting installed update in installed software or service pack
How to configure an automatic Response to requester
Hi, Is there a way that you can automatically send a reply to the requester when the request is created? something like "We have received your request and will be processed with ID $RequestID" I have check the business rules but i dont see the action for response, also i have created a custom response template, but again, in actions for custom rule there i can only defined a bat file to run. Thanks for your support.
Asset Sorting
Is there a way to make all fields sort-able under Asset's. Most of the fields you can sort except for IP Address Mac Address Processor Name Processor Speed Bios Date There may be other fields but these are the one that I have noticed. Thanks
Adding a Widget to the Self Service Portal
Hi I have searched extensively for instructions in how to create and add a widget to the self-service form as i only have a small amount of technical knowledge. If I were able to have a custom report (which I have created and added to the technicians dashboard) that would suffice, but i just cant seem to find any instructions or the location of the report to help me embed it into he HTML or add it via the widget url link thanks in advance Jacqui
World Log Woes - Holy Moly...
- Cross-Posted from the Community Wall - Hello everyone! So yesterday my organisation had our bi-weekly "best practices" meeting. In this meeting my Director stated to the team that everyone will be required to enter in work logs, or they will need to fill out a report on why they didn't include a work log in their tickets. You can imagine that this was met with nothing but groans and gripes. Their argument is that it takes too much time to go in and enter in a work log, but then they complain
[SCRIPT] Automatically set the logged in technician as the technician for the Request
Hello all, in our Company the technicians create all the Requests. And now I want to execute a custom Script (when the form loads) so that the technician, who is creating actually the request is automatically set as the technician. I wrote this script, but it doesn't work for me: $CS.setValue("TECHNICIAN", $LOGGEDIN_SUPPORTREP_NAME); Thank you! Greetings Max
Resquester reply not showing on tickets
Good Morning, I've been noticing that when a requester replies to an email, it will not show on the ticket. How can I fix that issue? Thank you,
Notification Rules
Hi, In the Notification Rules section there is an option for Requests - Acknowledge requester by e-mail when a new request is received. Is there a specific notification option to only respond if users submit new requests via E-Mail ? We'd like to stop our e-mail ticket creation function, but would like to auto-respond to users before we do this. Is there anyway of doing this, obviously we only need it for new tickets...not to be created when existing ones are updated via mail. Regards Andrew
Windows Updates June 16th, 2016
Hello Everyone, We just completed our Windows updates for today. We are now receiving the error "This Page can't be displayed" in IE 11 and Edge. The site still works using Chrome and Firefox. I was checking to see if anyone else is having this problem? Version 9.1 Build 9110 George
Service Request - Date Field for Resource Info
I have a resource area in one of my service requests that pertains to funding information. I'd like to be able to include a field in this section for the user to indicate the deadline of their Grant, as this will determine the urgency of the request. However, I can't seem to locate a way to add a date field to a resource. Is it possible to add a date field as a resource question?
Delete workstation assets automatically after 45 days of not scanning?
Is it possible to have assets deleted automatically if they couldn't be scanned in the last 45 days? Right now this step is done manually but it would help us a lot if it could be automatic.
$ApprovalLink - No credentials required?
In a request that was sent for approval, a user forwarded the email to another user who was then able to click on the approval link and approve the request. The request was shown to be approved by the user who forwarded the email. This implies credentials are held in the URL that is generated by $ApprovalLink Is it possible to remove these credentials or alternatively to force a credential challenge if the user is not already logged into Service Desk?
Edit Workstations state
Hi, Can you please give a recommendation to edit massively the state of Workstations? We have an scenario where we will return several computers to store but can't find the efficient way to do it, since there are specific serial numbers that we need to return to store. We have no common fields between workstations that can help to filter and change the state. We are looking for something like looking for several serial numbers at once and from there edit the state of the search results. Thanks
Manage engine is very slow
I face problem on slow of Manage engine sdp even after i restart both service & service
Self monitoring service for SDP
Does General - Self monitoring service for SDP can be install on a Standalone server? Thanks Robert
Unable to send request to email that out of the domain.
Hi all, I need assistance from you guys. Please help. Thank you.
rule to assign ticket to member of technician group
We have tickets created via email from a monitoring system and have the "Category", "Sub-Category" and "Item" field populated. Currently I have a business rule that assigns the ticket to a group based on the Sub-Category field. How can I have the tickets assigned to the technician's in the group in a round robin method? I have auto-assign technician enabled. Thanks Sal
Mail aliases bug
Hi! Looks like I've found a problem in SD+. We have 3 e-mails aliased with the single mailbox where Service Desk plus is fetching e-mails. With the single e-mail added to the mail settings - we have other mailboxes added to the CC field when doing a reply, if the request is sent there. In case I'm adding other mailboxes, they are not added to CC, but after some time they are back to CC all but the first e-mail in the list. The setting works after it was changed, but then application ignores it for
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