Print multiple requests
Hi, I would like to print multiple requests at once. Is there a way to do this? Kind regards, Jordi van Oosterbosch
asset field is not compiled
Hi I noticed that the asset field into the request is always empty but If I look directly on the Asset management I can check the last logged user. Is there a way to have on the request the asset field compiled that matches with logged user on the asset management? If not how can i have this field compiled? Thanks Regards
Community Skype Chat
Hi all I'm a member of several other software community skype group chats, and have found them invaluable for support for quick questions, ideas, tips, etc. I thought I would start one for SDP, as there are times when I wish I could easily chat with other SDP users/administrators. Please join here if you're interested! https://join.skype.com/up49oVQbRfCV Thanks Sam
Trigger auto assign to technician via email
Is there a way to without a business rule being setup to add a string to an email subject line that might trigger the auto assignment of the ticket to a technician? My tech will often receive email the in turn will send to ServiceDesk Plus, and then will go into the web app to manually assign it to themselves. Is tere a string they could quickly add that will do this for them?
Upgrade without the need for a backup
I am attempting to upgrade Service Desk Plus from version 9049 to version 9100 without being forced to carry out a backup. Due to availability of a VMware snapshot and a backup of the SQL database, I feel there is no requirement for the automated backup to be carried out during the application update. This adds many hours to the process. I have already altered the 'UpdateManager.bat' file with the addition of '-DSDBackup=false', following advice from previous posts. As a result, I was presented
Phone calls adding at conversation
The question is: In the conversation time I want to add work log. I mean; if someone calls me and I open an incident, Then I communicating with the requester by mail and then again I’m taking a phone call. Then again finalizing the incident with the mail. But in this order I used · Phone · Mail · Phone ( work log ) · Mail And the incident is closed. But due to this order in the conversation panel I can only see the mail, I can’t see the Work logs as an part of
Geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
Help for Incident Template configuration
Hi all, I have a question about Incident Template configuration: I need create/add 2 new fields into incident template (for eg.: Category and Subcategory). For each fields I will add differents informations: Category information1 information2 Subcategory subcategory1 subcategory2 When user select in the field Category: "information1", automatically in field Subcategory appears subcategory1 (only), and if user select Category: "information2", automatically in field Subcategory appears subcategory2..
I need help about Asset option in Web Form
Hi all! This is my first time in ME PitStop. I would like to know if is it possible to disable "Asset option button (choose Asset)", print attached, because the final users can see all informations and see all configurated sites. I need disable this option. Could you help me please. Thanks!
About Hotfix
Dear Support, When published updates? ID: SD-57945 ID: SDF-39210
Domain Name
Hi All, I recently started a new job and have been assigned a task to customise the ServiceDesk Plus. Can someone please let me know if it is possible to add the following: On the Request page, under Requestor Details - add a Domain Name field, which autopopulates which domain he/she belongs to. Custom View - add a Domain Name column to default or custom views We currently have two different domains, one domain for staff - staff.abcdomain.com and one domain for students - student.abcdomain.com .
Service Request created by Email with all @@Information@@ in Description
With email command enabled, I am able to fill in the fields in the created request. However, the Description contains all @@information@@. These information should be filtered out. How to let Description not add the @@information@@ in? Thanks, Harry
Several issues with the "Select Approvers" Field
(Post relevant to ServiceDesk Plus build 9117) Hello I created a service request template with the field "Select Approvers", so the requester can choose the approver himself. I marked this field as mandatory, but this doesn't work. It's possible to save the request without choosing an approver. When I want to edit this request, the field isn't there anymore. In the Field & Form Rules it's not possible to choose this field either. I made some screenshots. See my attached document. Regards, Markus
Requesters - Import from AD Not importing Employee ID
When we import users from AD, the Employee ID field does not get populated. I would think that for most companies the Employee ID is a very important part of any user profile. What field in AD does this value get pulled from? We have populated the following fields in AD but this value still does not appear in Service Desk. In AD we have populated: employeeID employeeNumber Does service desk actually import the employee ID?
Small Issue: First day of the week is different in Date/Time Filed
(Post relevant to ServiceDesk Plus build 9117) Hello I noticed there is a small issue in the pop-up Calendar of the Date/Time field. If I add a new Reminder, there is the sunday the first day of the week instead the monday. (see my attached document) Regards, Markus
Disable automatically hidden or locked conversations for all requesters to view by default?
I can't seem to find a place to turn off the automatically hidden conversations in a request. At our site we do not require the conversations in any request to be hidden from the requesters and it is an annoying chore for the technicians to have to unlock each conversation entry so the requesters can view them. Can we turn the hidden conversations off by default so that they are all unlocked?
Servicedesk Plus 8.2.0 Build 8207 to latest Version
Hi, Was wondering whats the best way off going to the latest version. Currently on Version : 8.2.0 Build 8207 If someone could give us the upgrade path that would be great. Thanks Keith
Missing Shutdown shortcut
Hello community, is anyone can tell me what path to use for the ServiceDesk Plus Shutdown shortcut? Just can't find it Under Windows Server 2012. SDP 9.1 build 9116 Install Path: C:\ManageEngine\ServiceDesk_Prepresse\ Thank you
Assign requests on status change
Hi, Is it possible to automatically assign a request to a support group when a request is placed in a particular status? Our company would like it so that when a request is marked as 'Resolved' (status), it should be assigned automatically to our 'Service Desk' support group. Is there a way to do this? We are using build 9112. Thanks, Daniel Comley
Requester re-submitting an approval
Dear All, Is it possible for a requester to re-submit an approval request if the the request was initial denied? For Example: New starter to the company, request is created within the department and sent to the departmental manager for approval prior to it being allocated to IT. If this is approved, the flow works well. If the manager rejects it for a reason such as 'More information is required or not fully completed', can the requester then update this request and resend to the departmental manager
AdventNetServiceDesk Failed when change db server to MSSQL
Hi, We are having a problem when try to change db server from pgsql to mssql. We installed a new instance of SDP with pgsql and it start fine then we try to change db to MSSQL but when we start (run.bat) SDP we got this error AdventNetServiceDesk Failed. Could you help us please. log are attached.
Hide additional fields picklist value
Hi Is it possible to hide incident - additional fields picklist values? - Regards, Pramod
Has anyone used LogMeIn as their remote tool via SDP?
Hey all, I've seen some threads regarding setting up variables for using TeamViewer as the remote tool within SDP. Has anyone done anything similar with LogMeIn? If so, how did you do it? I'm assuming whatever the solution is would be Windows only? ManageEngine references LogMeIn here: http://www.manageengine.com/products/asset-explorer/help/scanning_it_assets/remotectrl-tools.html
[Assets CSV Import] Assign Date
Hi all, is there any way to add the [assign date] as a field when importing assets from a CSV file ? I mean, we have an inventory file with old assign dates of assets to employees, but in the current possibility of import the assign date will take the current server date and not the effective date assign date, which is a very disturbing thing which have to be adjusted manualy ! only if i don't know the correct way to import assets on SDP ! any idea please ? thanks to all.
Deleted Projects
One of my users has accidentally deleted an entire project that they have worked hours on to configure. Is it possible to recover projects? I checked the system log which shows when the project was deleted but there is no way to recover it from there. I also checked the trash bin but only request can be recovered it would appear. Please, can we have the ability to restore deleted projects in a future build? Thank you, Ryan
Content variables on Incident templates
Hello. I would like to know if the following scenario is possible. I created an Incident Template for Firewall requests and added a new field to the template called ip_address I checked the content variable on the Notification Rules and the new field was there, represented by $UDF_CHAR10. So, on the Incident Template, in the Subject field, I would like to show the following text: "Firewall request for IP: $UDF_CHAR10" Is this possible? I'm not being successful because the emails are arriving with
How to clear database ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
Customizing Quick Actions/Quick Create
As the ServiceDesk Admin, Is it possible to customize the Quick Create option? I was able to customize a quick ticketing option for a different product "HEAT" as the HEAT Admin. We would like to create a simple and quick ticketing option for such things as "password change" or simple calls that need no explanation yet we need to document the Incident/request. ServiceDesk Plus 9.1 Regards Jimmy
Service desk import
Hi, Can anyone tell me if there is a way of importing tickets via .XLS without the Created By column being populated automatically with what ever user i am using to import?
SDP Custom Views on Request Tab.
I am trying to create a custom view that our Help Desk Coordinator can use to make life a bit easier managing request flow and SLA breaches. I have been trying to do one myself, but getting correct items on the dashboard is eluding me. I'd like a custom request view on the dashboard of all unassigned requests as well as requests that are approaching (or breached) SLA. Any ideas? Jason
Preventing Technicians from viewing tickets for a Support Group
Hello, I've created a support group and added technicians to it. I want to prevent technicians from viewing tickets assigned to this group. One issue, admittedly poor planning, is that all of our technicians are able to see tickets for all of our sites. I am ok with recommending the a change to this policy however would like a best practice perspective from the ME support group.
Decimal fields being formatted as currency in reports
Hello, We have several custom fields that are configured as Decimal. Since the update to 9112 these fields are being formatted as currency in our reports. Please advise how we can resolve this.
Hide Radio Button in front of the task
Hello Is it possible to hide the Radio Button in front of the Task in the Home Screen? It is a huge source of error. The technician wants to open the Task and clicks the Radio Button instead on the name. Then the Task will be closed immediately. I'd like to hide this nice Feature. Regards Markus
Notification to specific people when Service Catalog option is submitted
Hi there, We have a Service Catalog item under User Management which we use for people leaving the company. When the manager submits the request, we want specific people notified so that they can perform other tasks. These people are not technicians though so we cannot create tasks for them. We wondered if we could use Notification Rules to handle this but can't see how you can set up your own notification rules. Any suggestions how we would achieve this?
SMS Notifications
Where under admin is the configuration for SMS notifications for service provider ??
Software Suites with common components
Hi All, I'm after some guidance/opinions on software suites. I have several examples of software where we have different editions of the same software; Adobe Creative Suite Design Standard 6 and Master Collection 6 is a good one. I have created these as suites but i can only add common components to one suite or the other, Adobe InDesign for example. So licencing is OK on one suite but the component software shows as under licensed for those machines which have the other suite. Is this a known issue,
Completed and Resolved Date Variable
Hi, Is there variables to "Completed Date" and "Resolved Date" fields? I need send an email to requester when ticket status is Closed / Resolved with these information: "Resolved and Completed time" Something like this : $CompletedDate and $ResolvedDate Thanks for help SDP 9.1 MSSQL
ServiceDesk Plus requests not printing correctly
Hello! There appears to be a problem when selecting Print Preview on a request. Instead of printing the request as a document, it prints the window instead. This means that anything that needs to be scrolled down to view doesn't get printed. I've attached a copy of the document as it would print out so you can see what I mean. This is actually what gets printed, not a screen shot.
Approval Routing
Hello All, I would like to automate the sending of an approval request based on the selection of a particular field, ideally utilizing the script function under Field & Form Rules. In example: When the field "Create AD User" is set to "Yes" I would like an approval request to be automatically sent out to user@abc.com It appears I can accomplish this under Admin>Incident Template>TEMPLATENAME>Field & Form Rules> ... However...I do not know what the script would need to look like in order to accomplish
SDChangeManager – can I deny “delete” privileges?
It appears that when assigning a technician the SDChangeManager role, that the technician has “delete” capabilities for all Changes. Is it possible to remove this “delete” capability? What I want to do is to have a group of 8 approvers, who can approve any Change, so I would love to be able to populate these approvers on the creation of a Change ticket, but I don’t want anyone to be able to delete a Change. Thanks, Jamie
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