Merged Requests
Dear, I am looking for a way to easily view the merged requests, I've searched the forums, manual etc. though it seems there is no way to do other than reports. By policy, the closing rules are marked for technician, so no request can be closed unless the request is assigned. However, if you can't quickly search for a merged request, we would rather not merge, and if we don't we end up with quite a few duplicates going in tech. reports(which produces in accurate results, and an unfair report). Sincerely.
Locating Service Catalog
I'm looking for a service catalog item I believe. Something someone created and I would like to remove it. I can't seem to locate it. Is there a search that I can perform to locate this item. It is called Employee-Add
Search asset history / include asset history in searches
Hi How do I include asset history when seaching assets for a user name? Or to put it another way, how do I search asset history records for a user name? Obviously you need to know who had something and when as well as who has it now, but if you don't know what they had only that they had something, you need to include asset history in searches. Many thanks
Requests opened my me view for technicians
Hi, In our company, technicians also create requests sometimes. I want to create a custom public view as "Requests Created by Me" for technicians. But I don't want each technician typing technician name and creating a private view for them. As I told, it needs to be public view and apply any technician. It is present for end-users (requesters), but not technicians. Thanks
Pop-up on field date
Hi experts, I'm using SDP 9118. I'm trying to set a control on a custom date field: I want that a pop-up (or another generic message) appears when the field is populated with a value > now+90 days. I tried using business rules, but I think is not possible. Any ideas? Best regards, Sutot
how to replace logo at PO
would like to know, how to replace logo at PO template we would like to use our company logo instead of the existing default logo
Mobile app compatibility
Hello: Are the Iphone and Android applications compatible with ServiceDesk build 9035.... Thx Kristen
Requester Edit Service Request
We have service request template for new employee requests, i have fields such as start date that may change as time goes on. When the requester (HR) goes back in to the request they cannot edit these fields and there is no way for this to happen unless they reply and I update it. Is this by design?
Service Catalog
We're currently using Service Catalog to request purchases order requests and track them through purchase orders. Is there a way to turn a regular email request into a service catalog request. e.g. User emails they'd like to order a PC it creates a Servicedesk request. This should be a Service catalog request. How can we change this to a catalog request for a purchase
Edit Survey Responses
We had a user that must not have been paying attention and selected Very Dissatisfied instead of Very Satisfied on her survey about a request. Is there a way to edit the responses to correctly reflect how she wanted to answer? Or is there a way to just remove the incorrect survey?
SLA Problem
Hi My SDP Build number is 9049. i want SLA for change my technician to more than one technician for example in step one, if technician cant do the request or don't do any thing about this request (for example after 5 hours) the technician change to another one and in step 2 if second technician do nothing (for example after 3 hours) the technician change again to new one and do this for 4 step, until request goes to last technician that he/she is manager of all technicians. when i want to use SLA
Add task via API
Hi guys, How can we add task via API? We can not find the documents about task API.
Technician Email replies appear as Anonymous?
We have an odd situation here ( SDP 9.2 Build 9204) We have multiple technicians who are working fine. We have a single tech who is exhibiting weird behaviour. 1. Requestor creates a new ticket 2. SDP notifies Requestor of new Ticket creation by email 3. Ticket is assigned to Technician 4. Technician is notified by email about ticket Assignment 5. Technician replies to the Email Notification *by email* 6. SDP shows the email in the ticket as 'Anonymous User' rather than 'Technician', and the message
Importing requestors from AD where it was previously disabled
I am looking at re-enabling the AD import feature in SDP. We disabled it a while ago (years ago) because of some issues we've had with it. Since then, we've been adding requestors manually. I would like to re-enable this feature. I would like to know what exactly would happen with our existing requestors. How does SDP compare existing requestors with users in AD? Is it strictly by username? And how is the site mapped? Is it by a specified AD field? Thanks!
Is there a way to require a minimum number of words in the resolution description?
Is there a way to require a minimum number of words (or characters) for the resolution description? Ideally, this would be template specific. We have too many people saying "Done"....which isn't very helpful :)
Technicians listed also as requesters
Any idea if this is possible? Thanks
login problem in android
Hello All, Im new to this software and would like to configure this service on my Android Mobile can you please help me out..
Implications of changing domain name
Hi We've recently change our organisation's name, and now have a new domain name, and all email addresses have changed. Is there anything to be aware of from other people's experience? There's a couple of people with duplicate requesters, but not a lot, it seems to have updated the email address for most people ok. I'll have to review all the templates I guess?
Customizing requester's home page, change email request password
Dear all, I would like to ask, if there is a possibility to remove (or at least to edit it) the whole right side / panel on requester's home page - Watch Portal Usage video and the text below. My second, major, question is regarding the initial password, which the requester receives for the first time, when he creates the request via e-mail. To have the initial password as same as the e-mail address is grossly against our company security policy. Thank you in advance! Martin
Few questions about approval module
Hi, I have few questions, 1. How I config a template service where user can access to select users/persons for approval stage 2, 3,... of service? 2. How can set Leave Types for requesters? Example: User1 completes a request and he selects for approve his request User11 and User12. But User11 it is in Casual Leave. When User1 send the request it should display the error that User11 it is in Casual Leave and description error should request another
hide same department technician
HI, I need to use servicedesk in my work with two different sections: IT Support section and services section. so I need your help: either option I or option II or any scenario you recommend your help is appreciated Option I I need to hide technicians from seeing each others when assigning tickets. ex: Technician1 & Technician2 (IT Support section) Technician3 & Technician4 (Services section) I need technician 1 and 2 only to see each others while assigning tickets, and technicians 3 and 4. I don't
Leave duration in mail is wrong
Dear all, I see strange issue with leave apply. For example I mark leave from 30.05 to 30.05 but other technician get information that I will be OoO from 29.05 to 29.05 and it touch each request that date in mail is the requested date - 1. Do you know what is the reason? BR,
Site specific Announcements
Is there a way to assign a site to an announcement? I'd like to be able to allow techs from one site to be able to send out an announcement to just their site, without other sites seeing the announcement.
Deleting site gives failure: site is being used by a module.
ServiceDesk Plus v7.5 b7504 I'm attempting to delete my two remaining sites from the Site List. When I click on the little X next to the site name, I'm prompted if I am sure I wish to delete the site, but when I click OK I receive the following error: FAILURE :Site is being used by a module. Hence cannot delete it. I've made sure I have deleted all the Holidays, Departments, Business Rules, Technicians and Groups from the sites. The only problem I encounter is with Service Level Agreements. I cannot
Responce time Report
Looking for assistance on an average Response time and average resolved time report by Region then group. Any help appreciated 9.2 Build 9213 SQL 2012
Additional Email Notification
Hello, We are looking to make a small change within Notification Rules that would allow the requester to receive a notification email when their ticket has been assigned to a technician. Right now the system is setup for the requester to receive an email once the ticket is created. I can see there is the option to acknowledge requester by email when the request is updated, but this does not seem to perform the function we are looking for. Thank you! Kevin
Customer Status Dashboard with REST API
Is it possible to use the REST API to populate data in a custom dashboard? For instance I would like to create a "status page" for open incidents that anyone in my organization could view at any time to see what incidents are happening. Ideally when an incident is open, this dashboard would display the severity, the subject, and the description of the incident. I can create a simple php dashboard on my own but I was wondering if it is possible for me to populate the dashboard automatically from
Bar Code Hardware
Can anyone recommend a desktop bar code printer that will work with SD+. I have been printing to a standard printer on to label pages (12 to a page) which worked fine - but for single or a few labels our Dymo label printer doesn't appear to print well via SD+.
General problem with Request Link
Hello to all, we have experienced a general problem with Request Link. If we have a SDP session open on browser, all of links works perfectly, but if we doesn't have a session open on browser when you click on link the application open only homepage (not request) We have this problem after upgrade to 9208. Any idea about how to resolve?
Closing a request without notifying requestor
Hi All, My apologies if this has been asked before. Can someone please advise how I can close a request without SDP sending an email notification to the requestor? For example: A request has been solved and I have emailed the requestor that this has been completed. I then closed the request along with adding notes in the resolution field, which should generate an email notification to the user. If the requestor replies with a 'Thank you' message, it reopens the request. If I close the request
Customizable Contracts template?
I would like to add some fields to the Contracts form. Where is the customizable template for contracts? Kind Regards,
Installing Fresh and reconnecting database.
We are currently in the process of virtualizing our servers. Our ManageEngine ServiceDeskPlus is at version 9.0 Build 9036 Since the latest version is 9.2 Build 9217 1. Can I install the new version on my new server and reconnect the database? or 2. Will I need to install the upgrade and then move the software.
FCR Marked
Hello All, Could someone tell me what the feature Mark FCR is within SDP ?
About install build 9200 with binaries from archive
Hi, I must restore a SDP-backup on build 9200, so I need to install a fresh 9200-build. In http://archives.manageengine.com/service-desk/, there is some ppm-files in 9200_2_ppm, 9200_3, 9200_4 and 9200_5. After installation of 9200, shall I update with any of the ppm's and if so, which ppm?
Create Tickets in Bulk (from CSV/Excel) ?
I have a requirement to create a static helpdesk ticket for each of our printers under a managed print service. The idea behind this is that any notifications coming in from the managed print company will give the reference number of the helpdesk ticket assigned to that machine. All tickets would be closed until an E-mail is received which would then re-open the ticket so we would be brought to our attention. I have about 80 printers to create tickets for - it would be good if I could dump out a
Support for Ms SQL 2014 AG
Good morning, We have installed ServiceDesk Plus (build 9209) and configured with a Ms SQL 2014 server. We need to configure SDP database on an Availabilty Group; but in the configuration database app, if we put the "cluster database" name, it converts the name to the name of a single server (which has the database mounted in that moment). So, if DB is balanced to another node, ServiceDesk Plus not works. Can we configure SDP to work with AG database? Thank you.
British Summer Time
Hi All, I am running 9.2 Build 9216 I am looking at the times our jobs are created, they are an hour out, which I expect is down to us being on British Summer Time at the moment. Is there a fix for this, or something I need to check? Thanks John
Can't assign Service Requests to a Group
Just updated to build 9213 last week and my Help Desk people can't assign a SR request to a group any more. We're pretty sure we used to be able to do this. Incidents still show groups as an option. Is this a bug or a new feature? If feature, what is the logic reasoning? Thanks
Change the view in an Incident
I am still setting up and playing with ServiceDesk Plus, but I wanted to see if there's a way to change the default view in an Incident. Currently, all of the conversations are collapsed by default, and you have to click through each one to see the whole conversation. Also, the newest ones are at the bottom, not the top. Many helpdesk systems show the entire conversation piece by piece so you can follow the conversation from bottom to top (like an email). Is there a way to make the conversation
IE collapses control on select bug?
Build 9209 (also 9213), MSSQL Db IE 11.0.31 Requests NEW INCIDENT choose requester name, name resolves to valid requester Click on Technician drop down field, further down on the form, field expands as expected, move mouse or scroll wheel, field collapses Select Technician field again, behaves normally. Only in IE, tested on multiple computers with multiple users in Windows 7 and Windows 10. Works fine in Chrome
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