Hyperlink to an Asset via CiName
Is it possible to create a hyperlink to an Asset by parsing the Asset/Ci Name in the URL as apposed to the ci ID? So, in my environment the below URL will load a particular Asset that references the 'ciId': http://servicedesk/ViewCIDetails.do?ciId=23719& But I would like to achieve the same thing by parsing the ciName instead: http://servicedesk/ViewCIDetails.do?ciName=computer1234.contoso.com& Essentially i want to load ServiceDesk directly to a particular asset by knowing only the Assent/ci Name.
Incident Templates - Attachments
Hi, Is there a way you can add attachments onto an incident template? I would like to include relevant documents for the type of incident which would be logged using the template? Thanks in advance
SDP - Asset Module
Can someone tell me what port the Asset Management module uses to communicate with assets on the network within Service Desk Plus? Thanks! Leslie
Custom Developers
Are there any vendors out there that provide custom developing for Service Desk Plus. Looking to go beyond the default capabilities with forms and requests for employee on boarding and termination processes.
Enforcing the Resolution status / Closure Code Query
Does anyone know of a way of forcing the technician to mark a request as Resolved prior to closing it? I want to start asking my team to mark a call as Resolved and then allowing the auto-closure to work after a set number of days. However my team are so used to entering the description, entering the resolution and closing the call at the same time as logging it. This is killing my resolution time reports as Created Time and Closure time are the same, so don't reflect the actual time taken to resolve
How to customise the Self Service Portal
Hello Does anyone know how to customise the Self Service portal on Manage Engine, I want to remove the Portal usage video Link
Mail Spam Filter stop work on SDP MSP 9.0
Hi, We have a problem with our SDP MSP. The Mail Spam Filter stop to work after upgrade to SDP MSP Version 9.0 (Build 9006 actually). As you can see, we put a correct information that I not want to recieve: Alaways works fine on SDP MSP Version 8.0 (any build). Today, any mail open a new request ignoring the Spam Filter. I'm sending to you a File_Support file attached. Can you help? Regards Rogerio Paliosa Correa Monitoring Analyst Av. Dr. Chucri Zaidan, 1550 - 29º andar CEP:04583-010 - Vila Cordeiro -
Requester Notifications
Hi there, Is it possible to have two or more requester notification messages within the same servicedesk platform? regards Arvin
Importing Requestors from Active Directory
Good Day We have Active directory integrated with Service desk Plus. However we have new users in the AD and would like to import some more requesters into SDP. How can I update SDP requesters from AD without over witting the users previously imported? Regards Rallo
Billiable work orders
How can we create billable work order tickets from Service Desk Plus request?
Scanning Retired Assets
Is there a STATE that I can set an asset to be where Asset Management won't try to scan it? The assets that I have retired and are sitting on a shelf in storage, are attempted to be scanned every interval.
Pass-through and import sequesters question
Currently we have Enable AD Authentication setup but not Pass-through Authentication. If I enable pass-through must I also setup Import Requesters from AD?
Billable work order
How can we create billable work order from Service Desk tickets?
Missing/Hidden Site
Dear, During the initial setup of SDP, I had created a site pertaining to the main branch. However, I've recently noticed that it is missing from the list of sites, in all modules of SDP; though when I try to create a site with the same name, I get an error message that it already exists and I can't create a duplicate. I've checked in all modules of SDP, and it isn't available where trying to link a request, templates, problems/changes, requests/technicians, or assets. I've searched for any possible
Are there any updates to Feature ID: SDF-38818 (Capability to IFRAME ServiceDesk Pro)?
I am not sure where to look at the updates for this capability so I was wondering if I could get a status update on this feature? We are 14 days from renewal of ServiceDesk, and are unfortunately going to be forced to NOT renew if this feature does not exist (and we do not want to do this, we LOVE SD!!), but the capability to IFRAME SD into our portal infrastructure is imperative to our business model. Please let me know if there are any updates and if there is a possible out date that this might
Incident template DueBy date
Is there a possibility to add the DueBy date to an Incident template or Service Catalog item for the Requester to be filled in? For example when a new employee enters the company in 2 months and his/her manager already created an incident for the user account creation. This while there is a very strict SLA regarding user account creation and this SLA is not necessary for this specific case. Off course we could add custom field called 'DueBy date Requester' or something similar and copy over the value
Violation of UNIQUE KEY constraint 'SoftwareList_ UK1'. Cannot insert duplicate key in object 'dbo.SoftwareList'
Help, when restoring a backup I get the following error, and change with the next line registration restoreData.bat: Dsdp.restore.error.ignoretables=softwarelist com.adventnet.servicedesk.tools.RestoreDialog C:\ManageEngine\ServiceDesk\bin>restoreData.bat ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from
Is the survey component very limited, or is it just me?
We're currently using SDP 9.1 Enterprise. We've never used the survey component before, but after some discussion among our group and some managers, we've decided to start using it. Some of my questions are: Is it possible to create more than one survey? We would like to create different surveys for different issues (one survey for network issues, one survey for general support requests, one survey for production systems being down, etc.) and send them out according to the type of incident. Is it
Set additional fields when sent to a specific email
I am trying to set some additional fields when an email to sent to a specific email address. I am trying to create a dynamic notification signature for ticket creations. If an email is sent to support@cheniere.com than the groups is set based on email. Than the fields rules would set the additional fields if group equals support. But these fields rules do not trigger when an email is sent. They work if I create the ticket within SDP. I have also tried to use a BR to set the category to a specific
Serial number vs Service tag why are they in the wrong fields
I have noticed that all my computers synced to SDP from DesktopCentral put both the serial number and the service tag in the Service tag field in SDP. Shouldn't the serial number of the product go to the serial number field? Why is this happening, and how can I change this to accurately account for these fields?
Prevent forwarding tickets to HelpDesk making me the requestor
When someone emails me about a problem (instead of the helpdesk like they are supposed to), I normally just forward their ticket to the helpdesk. This creates a ticket with me as the requestor, which I then have to go in and edit the details, and I can't get all the details correct (like Asset, for example). The only other solution I have found is to just copy/paste their email in as a ticket under their name. Granted, I could just tell them to submit a ticket, but a simple way for me to forward
Asset csv Import required field changes
Is there a way to change the required fields for importing assets? Computer name doesnt always make sense as if its a new computer, there is no name. But Serial number is always unique and identified.
Asset Search
Hi, When I open the Asset tab and search for an asset automatically workstation is set for search. Is it possible to set it on asset to view all the assets on the requesters name instead of only the workstation? We upgraded recently to version 9217, before we never had this issue. Kind regards, Jordi van Oosterbosch
SLA Wokring
Hi Dude, I have setting SLA and Priority, it's work, notification working but i have some problem: SLA does not work in after office hour, the ticket will have violated. Chromology: - I'm setting Operational Hours : 08.00 - 19.00 - Ticket come, in time 20.04 (5 june 2016 - before assign engineer), the ticket not violate - After assign help desk team (08.02 6 june, 2016) tikcet is violate - Check capture configure SLA: Thanks For Response
how to create flexible OPTIONAL change approval stages?
Dear All, I'm new to Service Desk Plus and am tasked with setting up templates and workflows for change requests and release management in Service Desk Plus for the eHealth department of our hospital. Our IT department also uses Service Desk Plus so whatever we build to meet the needs below must not change the approval stages/set up for the IT department. Any advice would be appreciated! The approval process for e-Health changes is complex because it involves local stakeholders, State Governance
Email templates not working correctly
I am very new to Service Desk Plus 9.1 as I just started at a company that has just started using the software. We are trying to set it up so users can send an email to an email address that we have set up to generate tickets. I just need to know how to create templates to catch their keywords and apply it to the correct template to create the ticket for our helpdesk team. Any help is greatly appreciated. thanks!
Number of Max users and Max Technicians one can have in standard and professional and enterprize edition?
Hi Team, I want to know the number of max users/requesters and max Technicians one can have in standard and professional and enterprize edition.
Notification Pop up?
Is there the ability to enable a pop up whenever a notification has been received within Service Desk Plus 9.2 build 9212 rather than just monitor the icon for an alert?
Moving ServiceDesk Plus server to DMZ
Hi guys, I would like to move the server into the DMZ in order to be able to use it from the internet, everywhere without VPN. I've read your forums and i've seen that it's possible to do so. I have dressed a list of ports to open from DMZ to LAN in order to make ServiceceDesk work as it was in LAN, but its too much for the security of our LAN and I'm not authorized to open so many ports: - TCP 22 SSH (would like to avoid) - TCP 23 Telnet (would like to avoid) - TCP 135 RPC - TCP 135
How do I : Send an email on form submit (Service Catalog)
I created a Service\Request catalog on the help desk. This one is for terminated employees. Under work flow you can assign approvers, which is great I have it set to 'report to' and 'Dept Head'. But I also need to inform my HR and Paralegal, I can't find any easy way to do this. I can execute a script on form submit, but it says it requires java scripting and I don't know java scripting. It looks like I would need to create a script that would send an email to a couple of employees, with some
Moving data base information from one service desk to the other.
We are currently running two service desks in our company for different departments and would like to combine it into one. how do i move the data from the one service desk to the other?
Problem Management linked to Requests?
Hi there, I have been using SDP for 6 months for mainly Incident Requests and Service Requests. I was now interested in using the Problem Management module but I cannot see how to link one or more incident requests to a New Problem? Can anyone confirm if this is possible and if so how? To be honest I just assumed it would be. I am using SDP version 9.2 Build 9209 and using SQL server for database. Thanks, Paul.
Search for solution from a incident request
Hi All. Trying to search for a resolution from an incident reqeuest by pushing the "Search Solutions" button, but receive "No solution available". If I open the solution tab I can see a lot of resolution registrated. Anybody able to help? Rgds, Jan
Customization
We are using your product with the enterprise version of Service Desk plus. I would like to check with you on the below queries for some customization. Please let me know if these can be done. 1. Once clicked on the Request module, the option shows as to create a “New Incident” . Requests & Incidents are two different things and we need to differentiate them. Is there any way possible to rename or add additional header fields? Ex1: The top header shows the module name as “ Helpdesk or Service
Auto assign SLA
How do i get Servicedesk to auto assign a certain SLA level to all incoming tickets? For example, i would like all incoming requests, whether they are made using e-mail or the web-form to have a default SLA level of "normal" set.
Auto Status from Open to In Progress
Hi, Possible to change status automatically to In progress when the ticket been assigned to technician?
Create custom field question
Hello, I was wondering if its possible to create an incident custom field that will list all requesters in a certain user/support group? Then we can scroll down and choose the requesters name. Is this possible? Thanks, Scott
New Version of SDP and Desktop Central - Application Merge
For whatever reason I was updating desktop central incorrectly and it stated that SDP was installed and that I should install Desktop Central into the same folder for tighter integration. I have an old school installation with a few years of data and tweaks, but Desktop Central integration has always been a little sketchy, so the thought of better integration sounds great. The problem is that I currently have SDP and Desktop Central on a server in separate folders not integrated. I set up a new server
Additional multiline field
I want an additional multiline textfield but with more then 2 lines. I need a textbox like the description of the case. Is there a possibility to insert such a field?
Cascading Field Values from CMDB Relationship
Is it possible to have field values populated based on the relationship in the CMDB? For example, a new employee is starting in an Accounting role. That role requires access to application A, B, and C. When the request is created and the role is set to Accounting, another field (preferably a pick list field) would populate with application A, B, and C. Then the requester and technician will know what application access the new employee needs setup. I want to avoid manually entering the values for
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