When to create a Service request from an incident
If an incident comes in from the end user that their phone has a broken screen. Do we, A) convert the incident to a Service request and order a new phone, or B) create a service request from the incident and close out the incident? Suggestions?
Service Accounts
Hi! Do you know where I can find all of the Service Accounts in the SDP application? Thanks, Jay
Request Tab Columns
Is there a way to get one of the Additional Fields from a Service Request template to display in the column list selection on the Request Tab? Right now I can only select additional fields that are on Incident templates. Thanks!
Convert Incident to Service Request
Hi, We have many users who select to open a new request and then click on the ‘New Issue’ button. As a result we have tons of incidents which should be Service Requests. Hardly any users know the true difference between a Service Request / Incident and neither do they really care. Not only this but the interface is confusing for ALL of our users. They shouldn’t have to watch a video to know how to user a Service Desk to raise a request! In my opinion the interface is very confusing for all
Non domain requesters
Hi, We have a need coming up for an additional helpdesk system, however the requester's will not be domain users. We'd like them to be able to login and check the status of their request etc. via the web page. Ideally it would be good if the requester could self register their email address into the system as their login name, and then allocate their own password, or have a password randomly generated. Is ServiceDesk able to do this? Thanks Mick
When is a License unused
Hi there. I just added manualy new managed Software with multiple Enterprise Subscription Licenses. After Allocating them to the Workstation i saw that I didn't Need to allocate one Key. But this key does not show up as an unused License in the Software Summary. Why is that? And when is License an unused License? Cheers Cédric
Set DueDate while creating a request
Hi, is there a possibility to set the DueDate of an request at the time of creating the request (with the webform or via the API) ? Kind regards Mario
Multple Requests Created due to Carbon Copy
Most of our requests arrive in SDP by email. Many times when a Requester sends a request they carbon copy other employees. If these employees reply to the Requester's email, it creates additional requests in SDP. We have to go and delete the extra requests, sometimes days can pass before an employee responds. When this occurs the person assigning the request may not know another request is already in the system for original request. Is there a way to prevent SDP from creating the multiple requests?
¿Que puertos habilito en el FireWall de Windows para que se ejecute el Agente?
Buen día: Tenemos problemas para que el agente que se genera en la aplicaciones de ServiceDesk Plus se ejecute y guarde las modificaciones que se hacen en los equipos que tenemos registrados en los activos, si desactivamos el Firewall de Windows funciona correctamente; pero si esta habilitado no se actualiza. Que puertos en el Firewall de cada maquina tengo que habilitar o que proceso hay que seguir para que esto funcione correctamente. Gracias
Change Asset status with Field and Form rules
I am setting up an incident template for assets that one of our other locations can use for tracking when an asset is shipped. I thought that if I could use the field and Form rules, I should be able to change the status of an asset from 'In-use' to 'Out for Repair' or something to that effect. Anyone good at scripting that can help with this? I'm new to SDP and a lot of the other software I tested made this type of thing easy with drag and drop. Any help would be appreciated. Jason
Issue with sending web-form request
Hello, we have only one web form for requests, that users use. After recent update (not 9105, earlier) users became report us about issue with web form. "Add request" button does not react when user fill web-form in Google Chrome. It appears chaotically, with no dependencies. There are not even web trace when you push this button, form just hangs out. Nothing helps: "cookies" clear, browser restart or even computer reboot. It disappears as suddenly as appears And appears only in Google Chrome. There
$tags: Email replies attributed to wrong technician
We're having some issues with the email reply templates within SD+. Using the $Technician tag in the email template includes the name of the technician the request is currently assigned to, not the name of the currently logged in technician who is sending the email. This is causing some confusion, as emails are being "signed" with the wrong name. Is there a more appropriate tag that will sign the name of the currently logged in technician? Thanks.
Migrate to new server
Hi, Currently I have Service Desk Plus Version 9.0 Build 9041 with MySQL DB installed on Windows Server 2003 and I need migrate to new server running Windows Server 2012 Datacenter Edition. How to proceed? Tks for support.
ability to sort
While the report section of Service Desk has been greatly improved, I am still disappointed by the lack of sorting ability when creating reports. Why aren't there any sorting options? This also goes for the inventory section and many other lists in Service Desk. The sorting options are lacking. Any list or table in Service Desk should be sortable.
Email parsing
Hello, Is it possible to somehow for ServiceDesk Plus to parse email with Exchange Flags as an example when email send from Outlook 2010/2013 with High Importance, Low Importance flags. If not is there another way of implementing to determine importance of the email outside of Subject line. Much appreciated. Thanks, Slava
consultation on license expiration
good afternoon I wanted to see the following: To overcome my license SDP, which affectation will be my Incident Management 1. Access to the tool for applicants and technicians fall? 2.Only lost the administration tool, but my applicants can continue to use the tool? 3. Access is restricted to technicians? Thanking me help clarify these concerns
Assign requests of one requester to another one
Hi Dears I want to mark about 150 requests and edit their Requester name but there is not any ability to change whole of them in one time and have to change all of them one by one. there is some other fields that can change after marking your requests but its not possible to do this for requester name. can you help me? my requester go out of my work office and another one with new user is coming in and he is going to continue my last requester requests and i have to assign all of requests to his
Add a admin role to a user/technician
Hi, i need to give a technician of mine full access to all the modules of service desk plus, what is the easiest way to do it? I did go onto the user and made them a admin but she cannot see all the modules.
Limit Incident Template to a specific group of requesters
I work at a school and would like to hide certain incident templates from students. Is it possible to limit a particular incident template from a group of users? I have a User Group setup for Students (and also 1 for employees). Thank you Jim
Setup / Config guide for a new users?
Hi, We're brand new to SDP and have just installed it. I'm wondering if there are any tutorials (videos, documents, etc) that explain all the different features and how we go about setting up a basic help desk. We have the Email Scraping feature working but that's as far as we got. I know there was a wizard that came up when we first installed it but we had to bail out when we had problems with the email settings. Is there a way to rerun that wizard? Then if there's any other documentation on how
Edit asset state
Hello, There's any way to edit the defaut asset state? We want to rename this asset state names. -- Tainã Rodrigues ACSoftware
Incoming Mail Error - error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Howdy, I've seen a lot of various posts with this error but have had no luck in figuring out why my setup isn't working. We're on Exchange 2013 with IMAPS configured. We use IMAPS in a different program so I know it works OK. I just can't get SDP to connect. The windows firewall is off. I've tried multiple User IDs and they all fail so it seems like a connection problem. Support file thingie is attached. Any help would be great. On a side note, are there any plans to support Exchange directly?
Auto Email User With Attachment Based On Category
In our help desk when an agency enters a Help Desk Ticket to create a new user in our systems I immediately respond with the same email each time requesting information and giving them instructions on Next Steps and it includes an attachment. Is there a way to automatically send that email every time the subcategory is "New User" and have the attachment (or i could even use a link to the document), update the status of the ticket to "on hold" so that i don't have to do that manually every time?
REST API GET_REQUEST Replaces Space wih NewLine "\r\n" in description
The request description returned is different from what I expect when I retrieve it using REST API operation GET_REQUEST using C# HTTPClient. Ex) Request Description as appear in the browser I need some help with the printer driver. Request Description returned with API I \r\nneed \r\nsome \r\nhelp \r\nwith \r\nthe \r\nprinter \r\ndriver. This will look like below, except for the extra line break HTML paragraph tag adds in this text editor. I need some help with the printer driver. Other operations,
Rest API help
Hello, I would like to use Rest API for creating requesters. When I execute code below in Powershell, I get message "No XML data specified". What's incorrect here? $inputdata = @" <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>Name</name><value>testfromapi</value></parameter> <parameter><name>CI Type</name><value>Requester</value></parameter> <parameter><name>Site</name><value>Common site</value></parameter>
Changing requester's name does not result in the site updating to correspond to the new requester.
There are occasions when we need to change the requesters name on a ticket, however when the name is changed the 'site' field does not automatically update the site correspondingly to the new users associated site. Is this a bug or is there a workaround? Many Thanks.
Is there a way to copy all items from one subcategory to another?
Issue is we have a long list of items that I would like to associate with a newly created subcategory (as they are with other subcategories). Is there a group select instead of having to add each one in manually?
SQL report for Backup Schedule details
Can someone provide me an MS-SQL query to output the Backup Schedule details? I'm looking for it to contain the following: Enabled/Disabled Every x days At x time WHo to notify when backup fails (email address) Backup type (database an/or File attachments) Backup Location Retain x amount of backups This would be super helpful for a dashboard I an writing. Thanks
Solution "Last Updated On" Time Gets Updated When Solutions Are Viewed
After upgrading from 9.0 build 9016 to build 9048, I noticed the 'Last Updated On' of solution shows the timestamp of when the page is opened. This only occurs to solutions which have never been updated in build 9016, or the ones with '-1' in the 'Last Updated On' column. 'Last Update On' is set to now() the first time such a solution is viewed, and it stays to that time until someone really modifies the solution. It used to show the same time for 'Last Update On' and 'Created On' when the solution
Issue with search option
Hello, When I make a search using subject, the SD just return requests until April/17/2015, recently request does not return. For example: But I have request newer
User Management Service Catalog Issues
I have been tasked with re-vamping our new hire forms now that we have MESD+. I found the Service Catalog and was very grateful to find the User Management section. I immediately found the new hire form and edited it to fit our specific needs. I found the workflow and added an approver and feel like I'm on the right track now but I have an issue. We want tickets or tasks to open once the request has been approved based on the results of certain fields in the form. We're a SOX compliant company
Scanning Hyper-V hosts
Hi SDP Team, If i scan my Hyper-V host with domain admin credentials, shouldn't it list all my hyper-v virtual machines also automatically upon scanning the host? In my case the host is scanned succesfully, but none of the vm's get listed. Offcourse i can add them in manually. With regards, Sven
Asset Management Queries and Enhancements
1. How the delta scan works in ServiceDesk Plus agent ? 2. In Scanned software the manufacturer details are not normalized. Please see the screen shot below 3. How software licensing works under these circumstances? 4. Are there plans to have a universal agent for both Desktop Central and ServiceDesk Plus ? 5. Any tentative date on barcode scan in ServiceDesk Plus
Graphs on custom widgets get squashed when there are a lot of technicians listed
Good day, Graphs on custom widgets get squashed when there are a lot of technicians listed. Please fix this. (Please see attached) Kind regards Renier
One technician we can't modify the Roles assignment - Its not available to make changes
Hello, One of the technician we can't modify the Roles assignment. Its not even available as a selection to change. Also, the selection box to change it back to Requester is also not available. How to do I fix this?
Remove ability to close a request with a blank resolution
Good day, Currently one is able to close a request with a blank posted resolution. Please resolve this. Kind regards Renier
Service Request spawning multiple work orders
Is it possible to configure a workflow in the service catalog to spawn multiple work orders. Example. I have a form configured for our HR department to fill out whenever there is a new employee coming in. When they submit that form is it possible to have it spawn multiple requests. 1 for AD Account Creation for access management group 1 for E-Mail creation for exchange group 1 for telephone assignment and install for Telecom group etc. I know other applications I have used have this ability.
Email not Fetchin
Hi: We are having issues with our software. since Friday the emails that reach the tool don't convert to tickets. We are connected to a exchange, Your Version : 9.0 Build 9036 <system_info> <os_name>Windows Server 2008 R2</os_name> <os_version>6.1</os_version> <drive_name>D</drive_name> <free_space>31629447168</free_space> <ram_size>4294967295</ram_size> <db_name>Microsoft SQL Server</db_name> <db_version>10.50.1600</db_version> </system_info> the database is SQL thanks for the support
Bar Code Device
Dear Support, Can we Integration Bar Code Device and Bar Code Printer with ManageEngine Helpdesk System? if yes Can you please tell me how?
Access Rights (Roles)
Dear Support, I added Closing of ticket under "Edit" on roles and the technician were able to close the ticket. However he is also able to modify the request template used. the category and other fields. it should not work that way since I only allow the technician to close the ticket. There should be a way also to allow technician to only edit some of the fields but not all. because if our tracking and distribution team already set the template, category and other fields. we don't want the technician
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