technician reply never includes signature
Hi everyone, Perhaps it's just our configuration, but when we reply to requesters, SDP never includes our signature. The only time the signature comes into play is when we hit "email technician". It's useful there but more often we reply to a requester and forget to tell them who we are. Is this design or is something messed up with our environment?
Scheduled Report - To Write To A File
Is there a way to use the "Scheduled Reports" in SD+ to write the report file to a network location as opposed to sending it as an email attachment? Thanks, Ken
Active Directory - Custom attributes
I have a custom field (custom attribute - string value) in Active Directory. Is it possible to get this value automatically from AD and assign it to the Employee ID for each Requester?
SLA's not applying to requests
Hello, I recently set up some SLA's and applied rules to them (When a priority is set on a request then the appropriate SLA is activated), However when the request is made there is nothing displayed in the Due By column from a Technicians perspective and when I click into the request the SLA is listed as "-". Does anyone know what the cause of this may be? Happy to supply pictures of what I have set up if this will help solve why my SLAs are not activating. Many Thanks, Ryan Parker
Edit vendor at Contract form
Hi Is it possible to enable edit vendor details by user while contract form is creating? I do not need to add existing or new vendor.
Fail Over Service question
Hi, in the documentation for FOS (Fail over service) at https://www.manageengine.com/products/service-desk/help/adminguide/configurations/failover-service/failover-service.html under "Setup process" and Note, you say: "Use the secondary setup only as a backup, in case of a failover to avoid data accumulation in the machine 2. Once the machine 1 is fixed, Please switch over to the standard mode with the machine 1 running as primary server". Can you please describe what you mean with "avoid data accumulation"?
How Change Owner select box members selected
In an existing change, under the ROLES section, when I try to select a CHANGE OWNER, only 2 names come up and i can't tell why they are selected and not the other 2 technicians. What is the criteria for being in that pick list and how do I make sure ALL technicians I want are in there?
System Very Slow Sending Email From Ticket
When I try to send and email to a user from the ticket system, the email hangs and does not get sent or append the ticket. No errors...Just sits there. Email server is up for all other apps. Ticket system is able to pull, via IMAP, new tickets/email without error... Thoughts? :!:
Lock a custom requester field
I have a field that I have created within the requester's profile. I'd like the requester to be able to view the data, but not be able to edit it. I currently have 'Customers are allowed to:' set to the following: Edit their profile - disabled View their profile - enabled Is it possible to make a custom field non-editable by the requester?
Content Variables
Is there a way to use content variables inside of tasks? Example I have a form with a single line text field for techs to enter the Department I would like to be able to reference that field when I set up tasks. So when I create tasks I don't have to touch each one to edit that information. It will be automatically filled in the the content variable.
Service Catalog Logo
hi, where can I find service catalog logo in the manage engine folder because after upgrade the SDP the all logos lost Thank you
Language option
I do not see "Select the language in which the application should be displayed by default" I am running ver 9204 Is this another paid add-on ?
Email subject trigger specific incident template
Is there a way to have the subject of the email trigger a specific incident template and not the default template? What I am trying to do is allow HR to email in for a new hire starting and for it to trigger a new hire ticket instead just the default standard ticket. Any help would be greatly appreciated.
Multi Line Text Box
Hello Team, Can you suggest how can a multi line text box be inserted on a Question Type when adding a resource on the Service Catalog ? THE ABOVE ARE ALL SINGLE LINE text boxes? there is no option of Multi Line ? Also can we create the form to say if Folder path contain "Projects" Display a text box to show SELECT "GROUP Name"
Licence and clean install
Hi Everybody, we are using SD+ Enterprise but my SD+ not viewing project managment. other server install clean and licenced but old server informaiton restored project managment button still it does not appear appear.
Upgred SDP
Hi, we have SDP 9.1 Build 9116 can we jump to 9.2 Build 9205 or should be upgrade from 9116 to 9121 thaen from 9121 to 9200 then 9200 to 9205 thank you
Calendar of change
You can synchronize or export the calendar changes to outlook or similar ?? Thanks for all
Hi, Ticket resolves but wait for users to close.
Hi, Right now we have a designed flow, Any incident/request closed resolved by technician waits for end user or requester to close the ticket. In such case tickets are showed as resolved not closed. I want ticket to be directly closed rather than getting resolved. Thanks, Ishrat Khan
Mail Settings
I have problems to config mail settings. My server is Office365, but I try with gmail too.
Add an attachment to a Change after the Implementation Stage
Is it possible to add an attachment to a Change Request after it has completed the Implementation Phase? When we execute a change, there is usually a PDF we generate of the deployment to production. We would like to attach this PDF to the Change Request, but I do not see an Attach File link in the Review or Closing phases. James.
Can you wrap the Mobile iphone App
We want to set up an AirWatch MAG and wrap the ServiceDesk application and publish it for our technicians to use securely on their devices.
Search words in the text field
Hi Support, After careful analysis, I noticed that the search for words in the text works in the initial ticket and not in the rest of the conversation. So, maybe it's a feature server access in the future. Daniel
Close Request Link without user authorization in SDP
How to close the request via a $RequestCloseLink without user authorization in SDP ?
Can we pull all open tickets through the API based on technician's API key permission settings?
We would like to pull all open requests for individual support groups. I do not see a filter provided for it here unless i have over looked it. I thought maybe there may be a work around where the API key associated in the URL, might only pull requests that the technician themselves are associated with. Is this possible? Get all open requests (Open_System) returns a json object that does not differentiate by support groups, so i cannot iterate through the objects to separate them out by groups.
Locking Technician Availability Chart
Hi, Sometimes when i'm checking the technician's availability chart and i scroll down and want to see the days i have to scroll up again to see wich day is refering to a specific status, for example like in excel that yo lock the upper line and you can scroll down all you want and the main line with the cells names don get lost. So it would be easier to check all the days and technicians without scroll down or up several times. Regards.
Email notification for Notes
I noticed that when a technician adds a note to a request there is no option to send email notification to the requestor, only to the technician. If the technician is adding the note there is not much value in sending an email to themselves but the option to notify the requestor would be important
Can I prevent notifications from going to certain email addresses?
I've set up some of my automated systems to forward email messages (alerts, voice-mails) to SDP to create a ticket. I'd like to prevent SDP from sending a notification to those systems. Can this be done within SDP? Ver. 9.2.9117 Enterprise Thanks, Adam
Announcement templates
Is there a way to create announcement templates? It would improve communication response time and consistency.
SDP - Project Management questions
Hi all, I have some questions about Project Management module: 1. can I add custom fields to default Project form? 2. can I set as mandatory some fields in Project form? 3. In milestones and projects, I can set the "Scheduled end" field. Can SDP send an email when the "Schedued end" of a milestone is met? I can do this using associated tasks (see attachment), but I don't know do this directly in milestone and project... Best regards, Sutot
Restore failed - build 9035
Hello: I am trying to restore or production MSSQL database (build 9035) to our test MSSQL database (build 9035) - to prepare for an upgrade. It appears I am getting a SQL statement error, like it is terminating the statement because of length. I get among other errors: Invalid SQL statement or JDBC escape, terminating ''' not found. D:\ManageEngine\ServiceDesk\bin>restoredata.bat/sh ******************************************************************************** *
Reporting on Field in Service Request
I have created a custom form in a Service Request, How can I report on the fields that I have the requester fill out? For instance - how many requests for a cell phone or vpn? Thanks, Ken
Enable comments for solutions
Is it possible to allow customers to submit comments or ratings for solutions? Or provide some form of feedback to technicians on the solutions that they create?
Default logged in user (Technican) as the Requester
Hi, Our technicians create most of our tickets. I'd like to default in their name to save them time. Through the Field and Form Rules, I can use the scripting to get the logged on use name ($CS.getLoggedInUserName())...but how do I populate Requester Name? Since the field is similar, is it the same method to populate the E-Mail Id(s) To Notify field? We commonly create distribution lists, so I would like to have some logic to default a value. Thanks. Kevin
Asset Explorer Agent and Desktop Central Agent
We currently have both Service Desk Plus and Desktop Central running. My question is do I need to have both agents installed or can I get away with just running one of the agent for both Service Desk and Desktop Central? Thanks,
Windows Security Authinication prompt
We are running ServiceDesk : 9.2 Build 9203 We are getting the Windows Security box when opening ServiceDesk. It will prompt 3 times if you try using your AD credentials and once if you just cancel. I have added our local helpdesk address to trusted intranet sites in IE, I checked to make sure all setting for our AD Pass-through Authentication was correct and they all are. We receive this box in IE,Firefox, and Chrome. What can I do from here? Thanks, Josh
Request for Multiple Catalogs
In your webinar video- Going Beyond Busy - 8 Tips to get your IT team smart and productive On the demo when in they log in as a user/requester to the self service portal I noticed in the upper right it show both Issues Catalog and a Service Catalog How can I create that? I would love to separate issue/Incident from Service Requests. Would also like if I can customize and remove items from view I do not need like the following in my view;
Redirection from old server to new one
Dears Is there any way that can i use to redirect the requester from old server of SDP to new one as now i have two servers one is the old and must be placed by new one for maintenance Note:- i want to make redirect page Thanks in Advance
Custom Status Not stopping timer?
I just noticed something odd since upgrading to the newest version. We have a custom status called Waiting for Response that is suppose to stop the timer when a request is changed to this status. Looking at a few requests, I noticed that the timer has not actually stopped and the time still keeps rising, eventually breaking the SLA rule. Is anyone else noticing this? Method to duplicate: Have a status that is set to stop timer. Change request to that status. Come back to request a while later.
Migrate BUILD 8121 from windows 2003 Server to windows 2012
Hi, I need migrate SDP 8121 from windows 2003 server to windows 2012 server. I Know the procedure for to do this but I don't know if there are some issue of incompatibility with the OS. Thanks and regards, Gerardo Cortés
Clear SDP of Sample Data
Should be a quick one. As above I've rebuilt the server and want to start from scratch please. I'm sure it used to give you an option to do this on install but the latest 9204 doesn't.
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