Email Notifications
Hello everyone, I need your help! In servicedesk plus I have a department, and this department have a chief (not specialist). So the task is when someone from department create a ticket, the email notification will send not only for specialists, but also for the chief of this department. How can i get it? Thanks
Dashboard - Request Summary Off
Hello, after updating to 9114 (Postgres) I've noticed that the Request Summary widget on the Dashboard doesn't appear to be correct. This screenshot was taken Tuesday at 5:50 PM, yet shows no requests for the day. The requests being shown for Sunday actually came in Monday, and the requests shown for Monday came in today (Tuesday).
Displaying additonal requestor fields on the Incident Form
Is it possible to display additional requestor fields on Incident forms? We added a custom field for location so we know what office number a person is located in. It wouls be nice to have this on the Incident for quick reference. I would also like to display login name.
When a user send email to SDP with CC users ...
Hi there, As the subject says, then someone send an email as follow: To: servicedesk@company.com Cc: user1@company.com, user2@company.com It automatically created new incident with the E-mail Id(s) To Notify field empty. However, the users cc'ed on the email received the email notification - see pic below for our current notification settings. Also when I replying to the request, it appends the user1 and user2 email address on the CC field. Is this expected behavior? Is there a settings we can apply
Associated Entity Notifications
I would like some clarification on what these notifications are used for. We are using SDP 9003 and MS SQL. Associated Entity Notifications (Requests, Problems, Change, Project, Milestones) E-mail the associated entity owner when a task is rescheduled Customize template E-mail the associated entity owner when a task is closed Customize template E-mail the associated entity owner when all the tasks are closed Customize template E-mail the associated entity owner when a task is not completed within
Linking two servicedesks together.
Hi All, I have 2 different instances of servicedesk in the company. servicedesk 1 is for all departments and servicedesk 2 is for IT only. I would like to be able to create IT tickets from servicedesk 1 and they are raised in servicedesk 2. is there a way I can create a service category for IT in servicedesk 1 and when end users create this ticket with this category the ticket appears in servicedesk 2? I hope this makes sense russ
Integration with Lync/Skype
I wonder if anyone has managed to implement a functioning integration towards Lync or Skype into Servicedesk Plus. For instance to start Instant Messaging sessions towards the affected user of an incident? And if so, how did you construct it?
Field & Form Rules will not Execute Script for Requester when Applies to All Users is selected
It appears the Execute Script rule does not work to set/unset a Task when a Requester (who is not a Technician) creates a new Service Request or edits an existing Request. If the user is a Technician, it works fine. See below for the actual script included on this rule. Thank you, Geordon Execute Script contents: if($CS.getValue("RES_2104_QUS_1815")==="Laptop Required")
$CS.setTasks(["templateTask67511"]);
else
$CS.unSetTasks(["templateTask67511"]);
Is there a way to set a time for a ticket to automatically close?
We have scenarios where the requester will forget about the ticket, and we will send them a reminder reply template urging them to update the ticket. I would like to have a way to set a 48 hour auto close rule/function that will automatically close the request after this 48 hour timer has expired, is this possible?
Field & Form Rules - Use of condition keywords?
Hello guys, Is it possible to use condition keywords like NULL, IS NOT NULL as condition keywords in field & form rules? The scenario: 3 fields --> Ordernnumber (text) - always visible in a ticket PO send (date) Inventory done (yes/no) If the Ordernumber field is empty, the PO send and the Inventory done fields should not be visible If a value (any value) gets typed into the Ordernumber field, the PO send and the Inventory done fields should become visible. I manage to hide the 2 fields at form
Asset management auto asset state
Hi all, In MESDP I'm wondering if it's possible when a IT asset starts up its Asset state changes from "In Store" to "In Use" and if Asset is off during a asset scan Asset state gets changed to "In Store"? I only ask as we are just implementing asset management on SDP and want to make it as automated as possible.
Service Desk Pro - Helpdesk Dashboard
Is there a way to get this to update periodically. Were using this information on a screen that displays this all the time and need to get it so that the information is updated periodically, can this be done and how?, if not can it ?
Views / filters and API
Hello Support, In Servicedesk you have the option to create views so you can create a filter for yourself or a team. We make use of these views and 1 specificly too interact with the API in servicedesk too export all hours made on every ticket in too Dynamics AX. The view is based on "Time last update" and then the selection is bigger then or equal too a date. I wonder if it is possible to make this view selection too bigger then or equal too the last 2 weeks, or the last month (like you can do with
Software Suite - Removal
Greetings, How do we remove a Software Suite once it is no longer needed? I see how to ADD software to an existing suite, but not to remove? Thanks, Brian
Survey Enhancements
Dear Users, We are currently developing exclusion criteria for sending survey. Please take a look at the agenda and share us your thoughts. User can create Rules to avoid sending the survey to the requests that matches the Rules. Users can configure multiple rules for excluding survey.If the request matches with any one of the rule configured, survey will not be sent. Users can configure 10 rules and each rule can have 10 criteria. The Exclusion can be done based on the Priority, Level, Mode, Email-ID,
Service Desk Support Portal Down?
Hello, I can't seem to get to helpdesk.manageengine.com from either my home or work network. I have also tried from a mobile device, and cannot ping. Receiving a server timeout message. Additionally, the support request I emailed didn't generate an automatic response the way it normally would, which make it almost seem like ManageEngine's Service Desk is down?
Prompt to save changes
Hello, Currently, if a technician is working on a request/problem/change/solution, etc and they accidentally close their browser window, they are not prompted if they want to save their changes. The browser window simply closes and all the data is lost. Is there a way that we can display a prompt screen for technicians if they attempt to close the browser window before any changes are saved on the screen? (For example, Do you want to save your changes?) Thanks, Daniel Comley
"Process" behind a request moving between Status'
Can anyone explain the technicalities behind a request moving from the 'Resolved" state to the "Closed" state due to no response from the end user. Is the Request Closure Code set on the request and then the notification is sent out? What we were hoping to achieve is to incorporate the reason for closure into the notification email. This way the user will be able to see why the request was closed without having to log back into SDP - Which they are too lazy to do in the first place - most likely
Auto refresh dashboard
Dears ME kindly note that , I have ME SDP 9 B 9027 i want to active Auto refresh dashboard , is possible ? if possible , how to do that thanks
Can you attach multiple assets to a request
Ok so I have a bunch of assets inside of Service Desk that I would like to attach to a single request due to history reasons. For some reason this request is in regards to more than 1 asset that we have and I need to reference this ticket in each Asset's History section due to this fact. I only see an option to attach one asset per request and i was wondering if there was a way to attach multiple assets to a request. Thanks in advance
Prevent automatic asset association with new incident
Hello, Is it possible to prevent new incidents automatically being linked to a user's asset? This is primarily for requests generated by e-mail. We handle all kinds of admin-related topics through our SDP installation, not only hardware/software issues, so it is not always relevant for an asset such as a PC workstation to be linked to every request for a user. This will give a false view of 'requests per asset' if we want to monitor for frequent device faults. Where a user has multiple assets, SDP
Send requester notifications to multiple email addresses
Hi, We have an instance where a requester wants all of their Service Desk Plus notifications to be sent to two email addresses automatically. When looking at the requester details, I can see that multiple email addresses can be added against them, however notifications are only sent to the primary email address. Is there a way to assign two primary email addresses against a requester so that all notifications sent to that requester are sent to two addresses? Or does the requester need to set an Outlook
Upgrading a 32 Bit install of Service Desk Plus to 64 Bit
Hi Everyone, Is there a way to do an in place upgrade of a 32 Bit install of Service Desk Plus to 64 Bit? Thanks
Translate Spanish Variable $RequestAge
Please indicate me where translation into Spanish of the variable $ RequestAge is done as a request to solve the English content appears, as evidenced below "This Request will Automatically close after 3 days." Thanks
Field & Form Rules - custom message dialog
Is it possible to run a script when a form is edited or submitted to display a custom dialog box? In our case if we give two options and option A is selected then we'd like to notify the requester to just submit the request. Option B would continue with additional form questions.
Additional fields in change templates
I'm attempting to customize our Change Management templates and running into some trouble. I'd like to add additional large text fields below the "description" field, unfortunately when I add the fields, they default to being one line tall and only extend halfway across the canvas. How can I customize the size of the additional fields? Also, can I customize the fields required for different stages? Say I wanted to add a "proof of testing" field to the Implementation stage, how can I do that?
Taking Notes While Opening a Request - Possible?
Is it possible to add a Action to open the Add Notes dialog while creating a request. My techs are telling me that the process of first creating the ticket then having to go to Action Add Notes is too time consuming and would be better if they could add the notes while on the initial screen. Any ideas or better ways to accomplish this? These would be notes for other techs and not visible to the requester. Thanks, Ken
Help Default Username Wrong!!
Hello, I hope I can help, I installed the version of ServiceDesk but the default login does not correspond shown. Install solution from Ubuntu 14 Server and initialize the application from:
Is It Possible To Send A Custom email Notification to a Specific Technician?
Is it possible to send a custom email notification to a specific technician when a request is assigned to them? It looks like the Notification template is global and I want to use this to notify 3rd party contractors where specific fields are included that I don't want going to all technicians. Thanks in advance. -Ken
/sd/SolutionsHome.sd unauthenticated access
Where do i go to disable anonymous access to this page?
Howto delete Link to Product Overview?
How can I remove that link?? thanks in advance Chris
Business Rule Query
Hello, I currently have Business Rule that emails a distribution list (outside of IT with no access to system) when a new Request is assigned to a specific group. I was hoping to set up a rule to email the same distribution list when a call in that Group is marked as Resolved. I can see you can mark it to be Executed when a request is Created or Edited, but I don't want them getting an email every a note or field is added, just the status changed to Resolved. Is there another way of doing this or
How do i use the RESTAPI?
I'm trying to add a request via the RESTApi but it keeps giving me a response of "HTTP/1.1 401 Unauthorized" This is my first attempt at using an API, so i'm probably doing something obviously wrong, but the documentation doesn't show how to actually specify the Technician API in the HTTP Post. It says to either include it in the URL or the Header, so i tried both, but maybe i'm using the wrong keyword or something? It doesn't actually say in the documentation how to do this... Any help would be
New Incident Button
Is it possible to map the New Incident button to a different template other than the default template? Regards Chris Bailey
Active Directory Import
Hello, Can anyone tell me if the Active Directory import supports importing from the Custom Attribute fields? I found this but it doesn't mention them: https://www.manageengine.com/products/ad-manager/help/csv-import-management/active-directory-ldap-attributes.html Many thanks, Lisa
field description not showing on mouce hovering
Hi, In the requester window (client side) the description that I have given to the various incident/service catalog field doesn't show at all on mouce hovering. Can you help please? Thank you Antonio
Renaming a tab
Hi -- We would like to know if it is possible to rename the Project tab to Work Request. Please could you let me know if this is possible. Thanks Lynne
Customized Request View
Hello All, OK, so I have been trying to customize my view in Service Desk to one that can see the following: All my open, pending, on-hold. All unassigned This is not possible, as there is no option for it in the drop down. Also, the option for none is there, I have no idea about this.....any assistance with this would be great, how can a ticket be none??? Also, if you are going to make a size limit for the posts, might want to show when that is reached, as there is no way to know......
Is Manage Engine Pink Verified?
in other words, how many processes are ITIL compliant and measured by Pink Elephant?
Request catalog
HI all, in request catalog section is possible to force an alphabetical order for template? Thanks a lot, Davide
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