Privledge to mark FCR
With the ability to mark requests and incidents with FCR, is there a way to limit the ability to do so? Within the Technicians, is there an way to turn on or turn off the ability to be able to mark a request/incident with the FCR flag. If there is currently not an option, Then any technician, who does not take phone calls, can use FCR.
Homepage change
How can i customize my homepage appearance? I only need a quick access button to make a new incident i use Servicedesk plus v9.2
SSO not working
Hello, We are trying to setup Active directory Pass-through authentication by following this link http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html . However, it does not seem to be working. We still see a pop up window asking for login. I see that the computer account has been created in database and Active directory-> Computers. Can somebody please help on this SSO setup, it will be really helpful for our users. Thank you, Usha
[SOLVED} Requests -> view all requests that are not finished
Hi Is there a way to view all requests that are not yet finished (= closed or solved). If I choose All requests, I also get the requests that are closed / solved. If I choose Open requests, I only see the requests with status open; the on holds are hidden, though... Thank you for your answer
##42## - do I need to keep this formatting?
Plain and simple How does ServiceDesk recognises a Technicians reply to a mail? How does ServiceDesk recognises a Requesters reply to the Technicians mail to the original mail? or: Do I need to keep the special ##xx## formatting in the subject of the mail? Or can I leave it out / change it to ||42|| e.g. Thank you for your reply
Last time software used
Hi Team, Do SDP has added the feature to fetch the date and time for the software last time used? Regards, Onkar Mundalik
Deploying Asset Explorer agent with Desktop Central
Hi All, Are there any hints on deploying the asset explorer agent with desktop central? Deploying with Active Directory has been partially successful but there are some instances where antivirus is complicating the deployment process. Regards Kingsley
User Manual for Technicians
Is there a hard copy of any kind of user manual for Technicians working Requests and Changes? I can see that being helpful. Thanks
Build 9200 Corrupted Error
I have tried downloading and installing the 9200 ServicePack three times and each time I'm getting this Error: The file may be corrupted or check for the available disk space. The drive has 33GB of free space, so that should be plenty. Any thoughts? Thank you!
change link to request
If I'm viewing an associated change in build 9209, how do I jump back to the associated request while viewing the change?
Automatic linking of incidents to a problem
If we have a know problem and log it, we need a way to automatically link new incidents to this problem. For instance, we have a problem ticket for "XYZ Application crash." Using Manage Engine's EventLog Analyzer tool, we send email triggers on certain events. We would have a trigger that any time an application crash for XYZ is discovered, an email is sent to the service desk. Each email would have a tag on the subject line that when received into the service desk it would automatically associate
Restrict Announcement creation
Where do I set permissions such that only Admins can create/edit announcements?
Do not send notifications for a specific Request Type
Is it possible to NOT send any notifications for a specific Request Type or other ticket setting? We use a request type to track changes to one of our systems but do not need to notifications to go out.
Where is my option of manually sending a survey in survey settings in 9207?
This is all I have got?? However the help section in teh settings page has this:
Unable to close request due to phantom/ghost tasks
We're using SDP 9207. On one of our service requests, we're unable to close it due to tasks not being completed. The request only has 22 tasks associated with it, but the Task tab reports there are 44 tasks (22/44). When in the "All Tasks" view, it only lists 22 tasks. What is causing this? I've included a screenshot. Thanks!
Small Equipment Purchases
I'm looking for best practice methods for managing the tracking of small materials/equipment (non-asset) purchases by employees to conduct repairs. One thought was to use work logs, however, if there is no indication on the ticket details page that indicates that a work log has been entered and available for viewing.
Quick Action Configuration
Is there a way to hide the Requester item under "Create New" within Quick Actions;Our users don't have the right to add new requester, so it's void for us. Can it be hidden\removed etc. ? Andrew
JSON file not returning all data in the request
I need to access the data in the request, to process it through an external script, this is working but not sending all the data. The custom trigger is executing the external script properly. Below I have included the script and the log file it generates. As you can see it dumps the names of the custom fields but not the values. Any help with this issue is appreciated. Thanks Sal ServiceDesk Plus version: 9.2 9208 Custom trigger "Execute script": python get_ticket_data.py $COMPLETE_JSON_FILE
ServiceDesk plus Android App displays wrong Category Item
I just installed the ServiceDesk Plus App (ver 1.4, updated 2015-Mar-10 ) for Android and noticed an obvious error in Request Details. The Category is displayed correct, but Subcategory and Item is always showing the first items in the lists, not the ones that is selected when displaying the request using the browser. Setting new values from the app however seems to work (when verifying in browser), but not displaying them in the app afterwards. Regards, Andreas
Slow response on submit
When adding any request that gets submitted to the server I find that there is a delay in action. During requests submission from users I am finding that there are multiple requests submitted for the same thing because the user presses the button several times because they think the pages is not loading. Is there something that can be done to allow quicker response so users are not submitting several requests for the same thing?
SDP Sandbox mode for testing?
Is there a recommended way to have some sort of Sand Box mode for SDP? The reason I am asking is that we would like to test a number of things without testing them in a production environment. We would like to test new automations, request templates, etc etc but doing so in the live setting makes implementation difficult. Any suggestions would be appreciated. Jason
Forgot password
I'm not sure I properly installed the postgreSQL pgAdmin III database and the other problem is I have forgotten the password I used. May you please assist me on how I can tell if I properly installed the database and what I can do about the password
Incident report to catch stragglers
Looking for a report to minimize Incidents and Service Requests taking a long time to complete. Possible to get a report listed by technician that shows Incidents and Service Requests ID number, current status, and count of days open sorted by days desc? Have a MSSQL 9207 build Sounds simple but I might be overthinking it. Thanks
Outlook 2016 for Mac error
I have end users who are having trouble responding to messages I send via the service desk application. They are able to wirte out the message but when they send the reply a message pops up saying that Outlook was unable to save the message. This only happens with e-mails that the end users reply to, they are able to send new messages normally. Also this only happens with Outlook 2016 for Macs.
Site Admin base on Company
I have 3 different entity under same Site.. eg Company A, Company B and Company C. Each entity having their own Asset administrator which want to update their own company CMDB. Is there anyway I can do that? Naharuddin
Two access the database is not available
I have two separate access database files that I cannot access. when I try to open either one it says unrecognized database format. When I tried to compact and repair, it says the same thing. how can I get back into these databases?
Request list - Whole row coloured by status?
Hi Looks like a much asked question but, colour coding requests by status - Is this implemented yet? I found the question being asked a long time ago & the reply was that it was going to be implemented in one of the version 7 releases, but this was refering just to showing a little square of colour in the status column.
Is it possible to rename assets on Mass?
Hi, when assets are received after placing an Order, they appear in Store. The person who manages purchases then manually amends the CI name of these items to the asset tag of the machine. For example from Wyse-Xenith-2 - PO# 5825[6] to UT1234. Is it possible to change this on mass rather than having to manually open each asset? Regards Matthew
Additional Field Value Question
We have written a script that will copy an additional field into the subject line of the request. In this case the script copies the Effective Date and time field in the Subject field. However we would like for it to only copy the Day and Date. So we would want it to look like this: Trout, Brooke - Effective Date Thu Apr 14 2016 Below is a snippet of how it currently looks. Anything after 2016 we would like for it to not populate in the subject line. I am assuming this can be done but i am not very
Change date format in field and report
Hi there, Is there a way to display a different date format in Asset field and report result? Instead of: Dec 4, 2010 We prefer: 2010-12-04 (or other variant) This is due to the difficulty working with the date column after exporting a report to Excel. Thank you for your advice.
Previous update is failed
Hi, please help. build 9120 upgrade failed ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm DB MS SQL 2012 Connect established.
Compare on premise and cloud SD
Hi, Does the cloud based SD product have all the features of the on premise edition? In either case, what is missing from either edition? Thinking that maybe moving to the cloud is where we want to be but we don't want to lose any functionality. Thanks Nathan
Unnecessary text in some Notification Mail after Update from 9120 to 9208
Hello We updated from 9120 to 9208. The text in the body of the email has an additional word (OPERATION:) for two of the notification rules. I didn't change the our customized template after the update. And this OPERATION isn't shown in the template. Where can I delete it? The mail looks like: It appears only for these two rules: Regards, Markus
SDP Prompting for credentials
Hi everyone, I am in the process of setting up a new SDP Enterprise environment. I have set up the computer account and enabled AD passthrough, however whenever a user browses to the web address of the SDP server, they are prompted for Windows/domain credentials. Is there something I am missing with regard to setting up SSO, such that a user does not have to enter any logon details, or is this expected behaviour? I am upgrading from an older version of SDP, so not sure if this is expected or there
Start SDP with warning
Hi guys, I have updated the SDP to 9200. When I start the application, I get the warning. "Server is starting. This may take a couple of minutes ... Java HotSpot(TM) 64-Bit Server VM warning: You have loaded library /home/wls81/ManageEngine/ServiceDesk/lib/native/libUniqueID.so which might have disabled stack guard. The VM will try to fix the stack guard now. It's highly recommended that you fix the library with 'execstack -c <libfile>', or link it with '-z noexecstack'. Licensing : Loading
Unable to add domain requester
We had an issue where a technician was unable to login, so we removed the technician in the hope to re-add them, but when we try to re-import the user from active directory the import window says we have successfully over-written a existing requester but when we look for the imported requester, so we can convert them to a technician they aren't even listed? So we tried to create the requester manually, but SD+ errors with a user with that username already exists but they don't??? Is there anyway
Change Template with no approval required
I want to make a Change template with no initial approval step. Basically a Technician can work a change without approval or CAB review but the work stays on the change list. This would be for our standard and routine changes like microsoft patches, simple web page changes, and things with low risk and low impact. Possible?
Ability to Group requests together by Category or Subcategory
Hi, is there a way to group Group requests together by Category or Subcategory on the Request Tab page ? example want to group all Backoffice related incidents together, all Software related to gether etc. will just unclutter the screen.
archive folder arcconversation
hi - looking at deleting some older files from the server, if I don't really want to go back to jobs older than 4 years, can i delete the folders in manageengine\servicesdesk\archive\arcconversation and is there other folders in that area that could be deleted? just so when i do the next upgrade and run a backup, it's not copying a ton of useless info.
Combine Survey with Close/Resolved emails
Having the survey email separate creates too many emails for the users. Can we put the survey link in the close & resolved emails?
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