Note icon in request view...
The note button used to be yellow now its white and black which is hard for some users to see... I'm getting lots of complaints that users rather of had it the other way... can that be adjusted?
Execute script example - help
I am trying to run an external python script to learn how to tranfser data to other applications, with no success so far. The script simply writes to a text file, I'm able to run the python script manually. From a command line: change directory to "D:\ManageEngine\ServiceDesk\integration\custom_scripts" issue the following command "python test_api.py" Text file gets created properly I have tried the following methods: Execute script from the Field & Form Rules ~ this method seems to only run internal
QUERY: Add ProjectID to this query please
Please add to this query the JOIN that allows us to show the PROJECTID, and Project Code and Project Title SELECT wof.UDF_CHAR1 "PPM #",wo.WORKORDERID "Request ID",wof.UDF_CHAR2 "Ticket Type",std.STATUSNAME "Request Status",wof.UDF_CHAR6 "PMO Status",wof.UDF_CHAR14 "PMO Sub Status",scd.NAME "Subcategory",pd.PRIORITYNAME "Priority",wof.UDF_CHAR10 "Severity",aau.FIRST_NAME "Requester",ti.FIRST_NAME "Technician",wo.TITLE "Subject",wo.CREATEDTIME "Created Time",wof.UDF_DATE7 "QA Delivery Date",wof.UDF_DATE8
Couple of ServiceDesk Questions
Hey All Am currently installing SDP and have a couple of questions on whether the app can do this or not. On the request tab of a technician where all the jobs are can the whole line be colored based on its priority instead of just the priority column? Is there pop up reminders available if a request SLA is expiring soon or there has been an update on the job from the requester without manually setting reminders for each job Is there away to change the layout of the portal on what the requester sees.
Service Desk Plus Customization Questions
Hey All Am testing out SDP at the moment and showed the rest of the IT team yesterday and they have bought up some questions and need to know whether some of these changes can be done. Can the end user portal layout be changed (ie change the way everything looks, increase the 'new issue' button and even rename that button, move the button to a different location) For the job priorities, when on the request page look at all the jobs can the whole line be color coded with the priority
Configuring LDAP
Somebody know who to configure LDAP autentication?
Sorting request list on conversation status
Hi all, I have some technicians that find the notifications in the notification area (the little bell) are not enough for them to keep track of every ticket for which they owe a response. They would like to be able to sort their requests based on the little green or red envelopes indicating that a conversation has occurred. This way they could sort the red ones and the new tickets on top, and move the green ones to the bottom of the list. I cannot find a way to sort on this column, however. I have
Missing Description when user scrolls.
Hi I am on Your Version : 9.1 Build 9114 Latest Version : 9.2 Build 9200 [Details] of Manage Engine Service Desk Plus and since the last upgrade users have reported that when they view a queue and scroll down the description pop over doesn't move down with the scroll. Has anyone else experienced this and if so can you advise what you did to resolved this? Thanks Rach
Sincronize users (requesters and technicians) from an external system via the API Rest
We have all information about users (requesters and technicians) in another system (salesforce.com), my question is if is it posbile to implement a program that use the API REST in order to create new users in Service Desk, otherwise we must duplicate work creating users in SDesk via the UI. Thanks in advance.
New created Task not visible if Owner isn't set
Hello Our configuration in SDP Build 9114 is in Roles the option "Technician allowed to view" : All in group & assigned to him[Requests and Changes only] I create a new task (click the button +Add New in the Home tab) and if I forget to choose a technician at the Owner Pick List an save the task, I won't see this task again because I don't have the permission to see it because of the above configuration. As the creater of the task I should be able to edit it at least as long as it isn't assigned
Query: Tickets grouped by associated project
How can I get a query that would provide me with a list of tickets, grouped by associated project, if the ticket only has an association. Thank you. SQL version 9117.
External Action Plugin Feature in SDP.
The External Action Plugin option has been added in SDP 8202. In some customer environments, when a request is created there might be a requirement to perform some action on some other application. For example, when a new hire request is created in ServiceDesk Plus, there will be a need to create an entry in active directory, create a new mail account etc... or when a new request is received in ServiceDesk Plus, we might want create a ticket in Jira or some other issue manager and record the reference
service desk plus 9 network scan agentless
Hi all, are root and administrator account or privileges need for a network scan of windows and unix/linux machines? thanks a lot, mauro
pass-through authentication
Hello, We enabled the pass-through authentication in the AD Settings, but it doesn't work. We still have to type in username and Password, although we added the link in Internet Explorer Local Intranet security Zone. What could be the Problem?
Incomplete results when using search
Hi, When I use the default search and type in a requester name I get results showing all the calls they've logged. But this doesn't seem to work with calls logged from opmanager (requester name). When I do a search the most recent call I get is over 6 months old. If I change the view on closed calls I see more recent call there but not in search results. Unfortunately opmanager no longer logs call in SDP even though we are on the latest version of both OpManager and SDP. I've had support look at
Send email to another user based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. If a request comes from Suzy who works in the Accounting department, it will email the Accounting supervisor the request detail. Similar to a new request email that gets sent to technicians.
Show to requester
Someone has deleted or hidden the "show to requester" field on the default request form is there a way to retrieve it? I need to place it back on the form.
Service Categories added no showing once saved
Hi all, We are setting up Service Desk Plus for our company. We have several service categories added and saved, but are not appearing in Template Categories column for users. Also if we delete a pre-existing category and then add it back in, that added one will also not appear in the Template Categories column. How do I get them to show up? Regards, Ray DeClercq
Query-report: Technicians -> Sites -> Groups
Hi All, could anybody suggest a query that would let me to report all my technicians and all the sites and support groups they belong to? Or 2 queries: Site -> Technician Technician -> Support Groups SDP: 9.0.22 DB: PostgreSQL
Multiple Ticket Assign, actually Merging The Tickets
We have found an issue with Service Desk Plus (We run version 9.1 Build 9114 ) If we select multiple tickets, set a Technician and click Assign, the system waits a few seconds then merges the tickets into one. We then have to go into that ticket and split the requests back out and assign them one at a time. Thanks Ian
Pre-populating E-mail Id(s) to Notify Field
Is there any way to pre-populate the E-mail Id(s) to Notify field on an incident template?
Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users
Dear Manage Engine, Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users. I don;t believe this though. I will install and try it. Regards, Bisi.
Any explanation as to why sending a reply, notification etc takes up to 6 seconds
After we hit send on a reply email for example, we wait up to 6 seconds for it to release or send. Many people will hit send more than once as there is no timer or anything that shows. The cursor does not change. The ServiceDesk Plus Server is on premise and the SMTP /outgoing server is O365. Is this our issue? is there a delay. Mail fetching works fine as far as I can tell. It is just sending. Here are the settings we use Also any update that requires a notification sent is slow. Thx.
Asset help
I'm crawling al over the site trying to find out more about how to best use the Asset module. The Admin Guide information does not have everything I need. The presentation about IT Asset Management in SD+ won't run (PP says it's corrupt). Are there any other resources out there I can use for this module? I'm specifically looking at the software management section. (version 9.1 Build 9119) I can list out all the issues I'm having if need be. In general, however, I'm just looking for more detailed
2 Separate Service Desk Systems on Same Virtual Machine
We have ME Service Desk (Build 9003) installed on a VM(ABC Windows 2008 R2) and we using it using the URL(helpdesk:8080). I wanted to know if there is any possibility of installing ME Service Desk on same VM( ABC Windows 2008 R2 ) and use with another URL (projects:8080) . We basically do not want to mix IT helpdesk with IT projects ticketing systems. We want two different interfaces and two different databases. We are trying to achieve to have less number of VM Thanks Raj
No DueBy or Response DueBy dates on Request Catalog template
I've created a new user request to publish in our Request Catalog. Unfortunately, when we receive these requests, no DueBy or Response DueBy dates are defined. The Template has Impact (Low), Urgency (Normal) and Priority (Low) defined, which should return due dates calculated by our Low SLA, however both dates are blank. Any idea how to resolve this? Thanks, David
Trouble with Technician using Remote control
I am having a problem with allowing technicians to remote control assets. We are connecting through SDP using the Desktop Central agent. The only way it works is to make the technician in Desktop Central an Administrator - Even though there is a role for remote control. Can I limit the access to everything else, and only give access to a technician the remote control feature? Thank you, Daniel
Global settings: time format, time zone, date format
Will you do global settings for time format, time zone, date format? By now, it's not a convinient way to setup this options in all technician settings. It would be nice to have an option: use my settings use global settings and the global setting will be default
Change Request Status
How can I close the Change in order of the status of Change to be "Closed"?
Question About Reporting
I am creating some reports on closed tickets and would like to know what the difference is between completed time and resolved time.
Forum Suggestion - Posting Here As There's No Forum For The Forums
Hi I can't find a ManageEngine Forums forum, so I thought I'd plonk this in my favourite forum. Could someone pass on the suggestion that when you post a topic to a forum, it shows up under your profile as an un-approved post instead of not appearing at all? I suspect my last one's going to be duplicated as I had absolutely no way of knowing whether the post had been successful or not. Just a suggestion, Paul
Colour mandatory fields background
Is it possible to change the background colour of a mandatory field to red until it gets an input ? I know we get the little star, but a big red field is far easier for users to see and understand. Thanks
System does not recover requesting details
Please review the error next: When the applicant's name has a special character (' ; ^ ; ~ ; Ç ) and the user tries to create a new incident, the system is not recovering the details and displays the following message: "Requester Name does not exist. Do you wish to add new requester as part of submiting a new request?"
Manageengine Servicedesk DNS Settings
Hi, We have a requirement to have two DNS settings in manageengine servicedesk (for fail over) We are currently using v9.0 build 9006 Under Admin > Users > Active Directory there is only 1 DNS setting available to enter Can we get a second entry available? this is due to redundancy and failover purposes for active directory authentication thanks
task model with dependencies
Hi all, I need to create a task model that has dependecies from another task model. I remember it was possible but I can't find the way again. Do someone knows how to do it? thank a lot Alberto
Automatic email from custom status
Dear Support, I need to send an automatic email to the requester when the status will be set from open to working (our custom status), is that possible? Waiting for your feedback, Best regards, Matteo Zambelli phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Problem with Authentication
Hello, i need your help. I deleted all domain controllers, coz i thought i can authorizated with my locan login and pass, but i cant. Can you help me?
Business Rule (Action) on Reply by way of "Reply button"
Hi, How can i set a business rule when a specifc user reply a request by way of Reply button? Example: When user Obama reply a request (by way of that button above), AND the subject is White House. Perform these actions: Set Level as Tier 1 and Place in Group as Security. I tried some ways, but none has been worked. SDP 9.1.1.2. MSSQL
How to create a business rule to change the status of a request
I currently have business rules setting the group and status of new ( incoming) requests. I would like to create a business rule that would set the status of a request to "assigned" when a technician is assigned the request and at the same time when as is the the case for PM requests the tech is already assigned the request should go to the assigned level vs the pending assignment status for new requests
ServiceDesk Task -> Jira Task -> ServiceDesk Task
Hi Guys, I use servicedesk and JIRA for our support systems. What I want to know is how can I integrate JIRA into Servicedesk so that when I create a new task (in servicedesk) it will entered into JIRA. Also how can a JIRA task be integrated into servicedesk?. Any ideas Thanks
Next Page