Active Directory Authentication
Hi, i want to use active directory authentication so import all requester from Microsoft Active Directory and then i select check box Enable Active Directory Authentication, but when requester want to log in with their active directory accounts , they receive username or password is incorrect How i can fix it?
Check Lists
Is there a way of having check lists assigned to a ticket? I was thinking along the lines of when a new PC or Server is requested, a check list is attached to the ticket for the engineer to fill out for documentation on the build of the PC/Server Thanks in advance
Tasks for Users
Hi-- Is there a way to assign tasks for users under requests? We are working on requests and need to send users such tasks as "testing", research, etc.. How can we do this w/o making it a project? thanks
Customize work flow when they created new form in service catalog
Dear all, Customer asked me once question yesterday. How to customize dynamic work flow when they created new form from service catalog? if anyone has knowledge about this, please share me ; In order to see detail, please refer attachment Thanks for your advise
Removing Approval stages from SRs
How do I delete approval stages off of Service Requests? I've got a ticket that somehow ended up with a blank stage. Here's what it ends up looking like. The approver in Stage 2 was wrong, so the tech tried to delete and replace it, but it would only let him add another stage not another approved to Stage 2. Now, the approved in stage 3 can't approve it because they get the 'already approved' notice.
REST API - Manage Approvals
Hi, Are there any news on managing the "Approvals" tab of a request via the REST API? We would like to be able to resend the approval notification, list the approvers, add, delete approvers, etc. Are there any workarounds for that? Thanks!
Stage and Status while creating a Change
Hello Team, What we notice during creating a change is that the individual logging a change also has the access to Set the Stage and Status which is not correct as the requester should be able to raise changes but not the one to decide on the stage and status for the change raised. The process team (in this case - Change Management team) should be taking up the change request and decide the stage and status. Freedom to set the stage and status also contradicts the workflow that is in place. The user
Need an advice for Incident templates
Hi dear all, I need an advice , Please suggest how to achieve my goal, Example: I have a REQUESTER and Technician A, Technician B and Technician C, 1. Requester Fills Template A 2. Technician A has = Template A Which contains some fields That all technicians can see 3. Technician B has = Some additional Fields to fill that Technician B and C are able to see but not A 4. Technician C has = Some additional Fields to fill that Technician C is able to see but not A and B I want to make a Template
Name on notifications
Is there any way to change it so notifications are addressed to a person's first name only instead of their full name. For example currently they are started as Dear Joe Blog and we want it to me Dear Joe. Thanks Nathan
Add a table in service request description By rest api
hi guys, I want to add a table in service request "description" by rest api. It doesn't work as following code ...<description><table><tbody>.......</tbody></table></description>...
9.2 version of ServiceDesk Plus
Hi all, I have the 9.2 version installed. I see than version 9.2 is wrong, it's really this true? Should I downgrade the servicedesk plus server to 9.1 version? If so, how can i do that with security? Thanks in advance. Rodrigo.
Automatic reply with solution
Hi all, I have a question for you... When some incident are create by users is possible to set on automatic reply (with solutions) and close the tickets? Thanks a lot, Davide
Acions words used in body of emails
Where can I find a list of action words that we can place into the body of an email that will update fields or close tickets in SD without going into edit mode ?
Change multiple Requesters at once as a Technicians
Hi all, Is it possible select multiple "Requesters" and change then all at once as a "Technicians"? Thanks!
Tech Notification when ticket reopens via a schedule
Is there a way to get email notification to the technician when a SCHEDULED reopen occurs on a ticket? I see there is an option to do this when a user reopens the ticket, but I specifically need this for scheduled reopens. Thanks
Service Request Additional Fields
Is there a way from the Request - Additional Fields to convert it so it is common for both incident and service request I see this can be selected from Incident - Additional Fields but it doesn't look like you can configure this if the field was created o the service catalog additional fields menu
Change status automatically
Is there a way to change a request status automatically when it is assigned. Example: When the technician is assigned to the request, we want to change from Open to Assigned.
Business Rules - Not being applied to web form requests
We have an issue whereby a business rule is not being applied to requests created through the web portal. The rule we have states that when a specific category is selected that the request is assigned to a particular group. This does not work. We have a number of other rules which perform this action however these are all based on the subject and are all from requests created by email. When we test these particlar rules via the webform they also don't work. Anyone got and ideas? Thanks #helpthehelpdesk
Upgrade ServiceDesk plus
Can I upgrade serviceDesk Plus from Version 9.0 build 9033 to 9.1 Build 9118 , using the same licence. IF yes How to proceed that. thanks
Formatting text in Solutions
Does anyone have any wonderful ideas for formatting text in Solutions? I am finding the text editor incredibly troublesome and unreliable. For example: Bulleted and numbered lists do not indent properly. Paragraph spacing is unreliable (extra spaces are often added when I save a topic). No ability to set the paragraph spacing. No ability to use tables. No ability to use styles. Sometimes when I come back to a topic created previously, all formatting has gone wonky, text being cut off the left, etc.
How to add a custom tab to the top navigation?
Can someone point me to where the html template is located in the folder structure so I can add a custom tab in the header that points to another page? I am fluent in HTML, CSS and scripting. I just need to know where to customize the main template. Thanks!
Asset bulk insert CSV format?
Hi, thanks for reading! I cannot find any documentation about the format to massive import asset into Service Desk asset module. Could anyone give me an example of the header of the CSV and to which field is mapped? Thanks!! Best regards
QUERY: Daily Time Totals for Technician - Need to add Project Worklogs
I use this query in SD, that shows technician time grouped by date but it only shows worklogs for the request module. Can you modify so that; 1) Ability to change Technician name in query 2) Add Project worklog time in details (not summed) to same query using same fields -- project id could be in place of ticket number 3) Ability to change dates in query Thank you. SELECT ct.TS_ENDTIME "Time Spent Endtime",wo.WORKORDERID "Request ID",wo.TITLE "Subject",rctd.FIRST_NAME "Time Spent Technician",dpt.DEPTNAME
Create incidents from SAP that contain every runtime information your support people will need
Hi, There is an add-on for SAP systems called STA Ticket System that can integrate SAP with ManageEngine ServiceDesk Plus. End-users can create incidents in the SAP UI and the program will create an incident in ME SDP. It also adds all relevant information (system, program, user, authorization etc. data and a screenshot optionally) to the incident. This is an invaluable help for the support people because it allows them to immediately start working on the problem without having to clarify missing
After an Update, what files in the Servicedesk/patch/ directory can be removed, which need to remain
Hello! I have an abundance of Folders and PPM files in my Patch directory, and I was curious as to what can or cannot be removed/cleaned up from the directory Thank you!
Change request ID identifier ##Number## to something else.
Hi, Is it possible to change the request ID identifier from hashsign to something else? I would like to chose something more unique in order to avoid conflicts with other servicedesk instances. Best Regards.
Update SDP to latest Version
Hi, I need to upgrade SDP from : from 9.1 Build 9116 to 9.2 Build 920 latest one,am try to download the file in the link below https://www.manageengine.com/products/service-desk/service-packs.html kindly share the link to download latest version.
Business Rules by Time Created
We are looking to manipulate new Requests by time of day. I do see there is an option for Operational Hours. However, those options are only "Anytime", "Within Operational Hours" or "Outside Operational Hours". Essentially if you want a time split, you really only have 2 time periods. "Within..." and "Outside...". What we want to do is manipulate requests based on what time they are created but more than 2 periods. For example: Rule #1: 00:00 -> 08:00; Categorize X and Move to Group IT1. Rule #2:
Can't open attachment in change ticket.
MSP 9.1 build 9117 when I create change ticket and attached file into the ticket. Then send recommendation to the cab who don't have login account. The CAB can't open the attached file. It seems that need to login to open the file. IN VERSION 8.1 No login to open the file. Please advise.
QUERY: All Requests and Project Worklogs
I'm using this query to create a complete listing of ALL tickets and projects and the worklogs people are spending on them. It shows the module name but I also need the Ticket Type displayed after the module -- this also doesn't seem it is including ALL worklogs from both request and project modules, am I doing something incorrect ? SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title",
Service Catalog Approval Workflow
Is it possible to add an approver based on the answer to a question? For example if an hourly employee needs external web access add the head of HR as an approver for that request. Currently using ServiceDesk 9.1
Blank row in an incident template
Is there a way to add a blank row in an incident template? I would like to "group" certain fields together by adding a space between them. Thanks!
Color coded Request Priorities?
Is it possible to change the background or font color of requests shown in the list view based on its priority? I know there is a column that will show the priority color but would like to know if there is a way to change the whole row to that color.
Service Catalog - Add approval level based on question answer
In the Service Catalog is it possible to add an approver based on the answer to a question. For instance when creating a new user, if I ask the question if the hourly employee needs internet access and they say yes can I trigger an additional approval to go to our head of HR that would normally not be needed for a typical user?
Alerting CI owners of Upcoming Change Requests Affecting the CIs
Folks, I'm looking at implementing the CMDB and starting small. We have a big environment, but I'm going to start small with implementing the CMDB for Change Control of the SDP configuration itself. Since I'm the Service Owner for SDP, it will allow me to do a trial run. 1. Does or can SDP automatically alert a CI owner that a change has been submitted that affects their CI? 2. Can we ascribe stakeholders to CIs who would also be alerted. Thanks, Adam
Change software license Manufacturer
Is it possible to change the Manufacturer under 'Software Licenses' in the Asset module? Or even better is it possible to link software licenses to license agreements with different manufacturers? Often we get software from Vendors that are just lazy and different components or versions of software will have a different spelling of the manufacturer which is making it difficult for me to maintain our software list. Thanks!
HTML Form Data not populating in Ticket Description (Email created ticket)
Good day, I've run into an issue with email created tickets. My company has an Outlook Form used for New Hire requests that is submitted as an email to SDP. The email successfully creates the ticket, however, the data from the form does not appear in the description of the ticket. This is a standard HTML form, so I am theorizing that it is a parsing issue with the ticket description field, but would like confirmation. If this is a parsing issue that is performing as designed, is there a way
Removing old requesters from SD
Hi All, Is there something in the roadmap or a way that old requesters can be removed from the requester list automatically when they are not detected when an AD scan is run? We have staff leaving and want to have their names removed automatically from SD and if possible reassign the calls that they have made to a generic requester or something similar. Thanks Brett
Read only Mode
Hi, Is it possible to set read only mode for SD plus so that you can only read but not do any update and modifications to the tickets?
Need urgent help - Service catalog cannot add a service? ticket 7351792
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