Forwarding merged requests in one email
Good morning, I am wondering if there is a way to forward all conversations in one email when the conversations were created through merging. In other words, I merge three or four requests, and then want to forward the entire thing in an email. I cannot see how to forward all of the pieces rather than just one at a time. Anyone done this? Diana
Format reply template SDP 8114
Hi, The format of the letter in the "Description" of the "reply template" is dropped constantly. When technicians use the template created, the font size, the font and line spacing changes completely. As I can solve this problem? Thanks, Mauricio Fuentes
MESD+ Integration with SCCM
Hello! I have a question about ManageEngine ServiceDesk Plus. Can I use SCCM agent instead Standard ServiceDesk Plus agent or connect direclty to SCCM database? Also, I've read about special API for integration with SCCM. Is it available in hotfix or service pack now? Thank you!
Print Customizer
Is there a way to set the default option for the print customizer? See below, we want ours to default to Notes, History, Resolution, Work Log and conversations to be unchecked
Need to trigger multiple tasks using Sub-Category / Task assign group needs to be equal to Ticket assignment group
Hi All, I am new to the forum and I have a couple of questions: 1) When a user makes a request Ex. Off-boarding employee. This request has multiple tasks Ex. AD/e-mail disabling, folder access removal, other application access removal. How can I trigger the above three tasks once the user selects Sub-Category: Employee Departure? Also, is it possible to populate text in the Description field using the same trigger (sub-category)? 2) Is it possible customize the task assignment group in order to match
Breakdown of Notifcation Rules?
Just wondering if there is a breakdown somewhere on each of the notification rules and what triggers each one, (Currently Running 9.1 Build 9121) some of them are confusing and to me look duplicated. e.g (Under Requester Notifications): Acknowledge requester by e-mail when a new request is received. Acknowledge E-mail Cc users by e-mail when a new request is created. To me both of the above are the same.
ServiceDesk Start Page
Good Day! Is there possible to change start page of SD? Request page but not the Home page? Thank You.
Business rule - take messages from an email address and assign to a site
I have two email addresses beefing the email submission on my help desk. I have business rules which assign to a group and add a template to the request depending on which address it comes from however I cannot assign a technician until I assign a site. Is there a way in business rules to assign a site? Thanks!
User Survey Settings
Hi All, Is it possible define user survey option for specific users? (not for all)? Thanks.
Can I change the Logout URL?
Hello: When the requestor or technician logs out of SDP, I want to send them to our internal intranet site. How do I change the logout URL from taking them back the SDP login screen? Thanks, Eileen
Custom Menu option to assign a request
Is it possible to create a custom option in the Request Action menu to assign a request to a particular support group? For example "Assign to Development Team" or "Assign to Network Team"? I realise that this will only save one or two mouse clicks, but our old helpdesk tool had custom buttons to assign incidents to 2nd line support at a single click, and our service desk staff are now complaining that they no longer have this feature since we moved to SDP. Personally, I don't think it is a big deal,
Request approval bug
I'm using SDP 9118. I went to resend the approvals for one of our requests. Of the 3 people that were designated as approvers, only two of them needed to be sent the approval request email. When I check those two users and clicked the Send button, I noticed the "Sent on" date for ALL of the approvers was set to the current time. The very first approver shouldn't have had the "Sent on" time changed since I never sent an approval request to that person. I've included a screenshot. Maybe this is expected
Requester changed to technician diasppeared
I performed a 'Change as Technician' on a requester in my system and the user can no longer be found in the Configuration Wizard - Requester List, the Configuration Wizard - Technician List or any of the 'Technician' dropdowns in the system. The "invisible user" is still able to log in to the system and is presented a Technician UI. I can no longer manager the user as a technician, i.e. add the tech to support group, etc. I can find the technican with the following query: select hw.technicianid"Technicianid",a.first_name"Technician",sd.status"Status"
Is there a fix the copy/paste issue in SDP?
SDP Dev Team, It's so frustrating for our customers, employees, and technicians to constantly run into issues with the copy/paste functionality in SDP. Our chances for fast resolution are greatly increased by having that image, and it's so cumbersome to constantly be faced with not having the ability to simply paste into the description. We all know about the work-around of opening some third-party application, like paint, and pasting into it and then copying and pasting into the SDP, but it's just
Viewing content of all Conversations in a Request?
I am new to Service Desk Plus. Is there a way to view the content of all Conversations for a Request without having to open each individual Conversation? Thanks, Bob
Resulation Tab after upgrade to 9200
Resulation on tickets are empty in ServiceDesk since the upgrade to version 9200 Language is Turkish
initiate two requests from single template
Dear, I want to create a template that would open two requests, each assigned to a different group with different tasks(etc.). Sincerely,
Build new or fix old
We have an instance of Service Desk Plus that is between 5 and 10 years old. It has a lot of issues ranging from duplicate requesters to messy/ inefficient categories. Should I build new or try to fix the old? If I build new, I would like to do a “side-by-side” build in alongside our existing instance. When completed and thoroughly tested, I would then cut over to the new instance and shutdown the old one. If you’ve done this before, would you be willing to share the steps that you took and lessons
Incident Template Auto Assign to Group?
Is there a way without using categories (then a business rule) to automatically assign an incident request form to a support group once submitted. I currently have it setup using Categories and 2 Business Rules on the default form but that means I loose one level of the categories which I really want to make proper use of. I have an Estates Team and an IT Team, so I want to create a separate incident request form for each (Estates Request and IT Request) which when submitted automatically is assigned
QUERY: Request to change query to include technician selection
We use this query to show all worklogs for all requests and projects. It is grouped by technician can you update it to allow me to run it for only one technician? Thank you. SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN (tk.TASKID) IS NOT NULL THEN (wo2.TITLE) ELSE (wo.TITLE) END "Title", (wof.UDF_CHAR2) "Ticket Type", (pd.PRIORITYNAME) "Priority", (wof.UDF_CHAR8) "Site", (qd.QUEUENAME) "Group", (scd.NAME) "Subcategory" , CAST((ct.TIMESPENT) AS FLOAT)/1000/3600
Can we change contents of Yellow Box on request screen
Currently it only shows Status and Priority -- can we add other fields to this yellow box ?
Import projects and project tasks
Is there a way to import projects (milestones, tasks, etc) Before using SDP, we used spreadsheets for our project list. Is there a way I can import this like we can do for incidents or contacts? Thanks, Dan
Service Desk Survey Form
Is there a way to modify the information displayed on the header of the User Satisfaction Survey form? We would like to include the Technician Name on the form to the right of the line after "Closed on". Request ID 45369 | Created on 26 Jan 2016, 06:36:07 | Closed on 26 Jan 2016, 06:36:30 | Technician: Smuckatelly, Joe Our users enter alot of requests into the system and they would like to be reminded of the which Technician performed the work. Thanks Croz1960
Trying to start PostgresSQL server failed
ServiceDesk Plus Debian 8 new installation fails to start the server due to the problem above. Any hints?
Enable replies, including attachments, to technician notifications to be sent to the requester
Hi There, Is there any way to setup ManageEngine so that, when a technician receives a notification of a ticket, the technician can reply directly to the ticket notification with attachments and the reply, including attachments, will be sent to the requester and also added to the ticket? Cheers, Josh
How do I order new software through purchase order?
I have a new piece of software. I cannot add it as a product, because it looks for it in the scanned software In fact, I cannot see a place to manually add software Charles Wood
Doubts with functionalities of Service Desk
Hi, I have several questions related with data extraction from Manage Engine: Is it possible to extract data based on custom filters or queries? If yes, how is that possible? Is it possible to generate a report with the time that each technical expend on the execution/resolution of the request? Is this possible without work register on the request? If yes, how is that possible? Is it possible to generate a report with the SLA Resolution information expend by multiple technical's, from different areas?
Change Management - Planning
Hi I wonder if it is possible to make the sub headings (Impact,Roll Out Plan, Backoput plan) under the Tab Planning mandatory. regards Marcia
Expand all conversation
Dear Support, Is there a way to Expand all conversation. I mean open all at once and no need to click one by one to read the email.
Give Technician ability to modify requesters without admin rights
Hello I would like to give some of my staff the ability to manage the requester list so that they can edit the job title, name, etc without giving them the admin role (to control everything else). How do I go about doing that?
Default Search not working
We are seeing an issue with the Default Search sub module where it does not return any data newer than October 2015. If I change the sub module, for example to Notes, I get newer data returned. We are on 9.1.9113, running our database on MS Sql 2008. This issue as far as we can tell recently occurred, within the last few days. No changes or updates have been made to the Windows environment. Ran the tools to rebuild indexes and have rebooted the systems.
Assigning a request to a group -> error
Hello, When I open the created request and I would like to assign it to a specific group, I must also assign it to a technician into the group. However, when I edit the request, I can assign the request to a group without selecting the technician. Is there any possibility to assign the request to a group without editing the request ? Thanks in advance. Regards.
Mobile Application for Servicedesk plus
Hi Team, I have Service Desk plus 9.1 Build 9111 and I have also installed the App on my android app but its still not working. I have tried to access the application using local authentication but it is still not working. We have raised this concern with Manage engine mobile app team also but still no progress. Thanks Gursimran Singh
From Postgresql to SQL Express
Dear all, i have a question: We have a Postgresql (which is by default for SDP) , now we want to move to SQL 2012 express, We want to keep all the configurations like business rules, additional fields, etc, if i make a backup from SDP application, can i restore it back when i change DB to SQL 2012? will we encounter some problems with my task? Thanks,
Initial setup for trial of Service Desk Plus
Good morning. I am evaluating the software for a not too distant purchase. I need to configure the software to work for two separate departments of "technicians". One is going to be IT proper and the other will be one of the other service organizations within my company. I would like my users to hit the web site and click on a new issue submission and be presented with a choice (either IT related or service related). I believe I have that done as shown below: When you submit a request it flows
Configure HTTPS Access
Hi We currently have our ServiceDesk Plus system accessible from the internet on port 8080 however we would like to configure it to be on HTTPS with an SSL but cannot find anywhere in the config to be able to do this? The ManageEngine application is running on an Windows Server 2012 R2 server We are running version 9.0 build 9034 Thanks in advance
Service Desk Plus - Email notification to technician when a request status change is made
Hi, Is it possible to set a notification email to the technician when a request status change is made? E.G - The request status scheduler changes a job from On Hold to Open. Or a job is changed from On Hold to Open by another technician? Have been through the existing notifications on Service Desk Plus Admin tab however there does not appear to be any existing notifications for this to activate. Have also had a look at business rules to see if there was a way to set it up in there - doesn't appear
Using template
Hi All, please help me with such a situation.Is it possible to use template automatically then request send via email with specific subject. If yes, please send to me instruction. Thanks, Ismail.
SLA SD Plus
Hello everyone. I'm into the SLA and created several different depending on which support group should handle them . My question is as follows. If I have an SLA for the first line for the response time of one hour when a ticket is created . When the first line has done the initial analysis and assign the ticket to another support group that has its own SLA defined. Which SLAs apply in this case. Do SD P continues to assume it 's initial SLA or does it starts to count down the time from the SLA that
Error in REPORT
Hi, I have error with REPORT, I have created incident additional fields, most of them work well, but some dont, like one of them is a DATE field and when i try to create report with this fields Error pops, What is the cause of this error?
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