Service Catalog: Using Fields
Can someone explain when we should use Service Fields (i.e., Add New Field) versus Add Resource. I need to thoughtfully deploy self service through the portal, but I don't want to deploy only to find out I should have used one method versus the other. Does ManageEngine have some scenarios or use cases for using one versus the other? For Example: Thinking of both Service Fields and Add Resource fields, 1. Can the fields be accessed in other parts of SDP through variabled? 2. Are all fields available
Can Network Scan and Windows Domain Scans be scheduled?
The interface and documentation on how this works is difficult to understand. As I can see there are 4 different kinds of scans Active Directory User Import Periodic intervals against AD. What kind of periodic intervals? Network Scan Used to scan subnets for devices Appears you can manually run this No clue how to schedule them to run automatically Windows Domain Scans Workstations are fetched from Active Directory and then scanned Appears you can manually run this No clue how to schedule them to
License Renewal Question
Hi, We are currently using the (Free) Standard version of SDP, which has been working very well for us. When I log in as Administrator, I am now receiving a warning that the license will expire in 23 days, together with a yellow "Renew" button, which I have pressed. The resulting form has been pre-populated with License Id, Customer Id, Email and CompanyName, and is also asking me for "Number of Technicians", "Number of Nodes" and "Add-Ons" with check-boxes for "RoboTech" and "Multi-Language". The
Customized Report
Could some one kindly help in providing a query to generate a report containing the following fields: Request ID Subject Description Resolution Time of first assignment to a technician Time of first reply by the technician First reply sent by the technician From date x to date y The DB is PGSQL and the build is 9.0 Build 9035
Empty Solutions assigned automatically when ticket is opened
Hello everyone, I got a problem that start happening Yesterday. Every time that a new ticket is opened, it add by itself a empty solution, causing the technician Always to click on Edit button, instead of typing it right away... Please see the attachments! How I may solve it? I have take a look into the template, but there is nothing on Solutions field. Thanks in advance!
ServiceDesk Asset Scan on Windows 10 Client and Upgrade Question
I have a Windows 10 test client. I have this system in my Assets and it is auto-scanned with all other systems nightly. This is an Intel NUC system, one of two that I have. The other is running Windows 8, and scans without any problems. The attached image shows how the Manufacturer, Model, and Service Tag fields look after a scan. I manually populate these fields on my systems. For this system, it changes to these fields to these odd "y" characters. If I changed these characters to reflect what
Can we add a new stage in Change Module?
Can we add a new stage in Change Module?
Requester Notification
Hi, I would just like to ask if there is a way to notify the requester when a task is completed? Hoping for your positive response. Thanks! Geraldine Legaspi
Requestor cant see New Change option
A requestor does not have an option for a new change, no Quick Actions drop down either. Technicians can see them. Is there an option to turn on? Version 9.0 Build 9023, PGSQL.
Alert group members when request is closed
I would like a notification that will alert group members (or speicific group members) that a request within their group has been closed. Is there a way to do this?
Users - App for Android
Hi Team, Because access to functionality for users with App for Android, is not accessible. The user can generate Appi Access. Is only possible access technical role. I have opened the case Portal ServiceDesk Plus , I have no answer . Id. : 7273315 - App Movil, bad service I await your response Ruben Caballero
error log gets very large - ad import
Hi, I've been experiencing this error where the error log gets very large and dumped with repeated errors relating to AD import, which is scheduled daily. I've attached a serverout log
End User approval of change ticket
I want for an end user to be able to approve a change ticket that is in the 'Reviewed' stage. What I have so far: I have changed the 'Reviewer' role so that any user can be selected as the reviewer of the change ticket. Created a test ticket and put in the 'Reviewed' stage. End user gets notification email stating a ticket is awaiting their review. There is no indication in their web portal that there is a ticket 'Awaiting Approval'. When the 'non login' link is clicked the user gets the error
Ticket Auto-Assigning to Group
Hello, Is there a way to have tickets, that come in through e-mail, auto-assign to specific groups. We were not sure if we could set up e-mail aliases for the account that our requesters send to and have the tickets filter to the appropriate groups based off the alias name. We have expanded recently as a company and they would like to utilize ServiceDesk + within different departments to track and resolve issues. Any assistance would be greatly appreciated. Thank you, Jesse
Edit default open case email answer
Hi! I was reading some guides but i can't find how to change the default template for email notification of open case... "Dear XXXX, This is an acknowledgement mail for your request. Your request has been created with id 19. The title of the request is : test. The status of the request can be tracked at http://127.0.0.1//WorkOrder.do?woMode=viewWO&woID=19 . Please get back to us for any further clarifications. regards, Sys Admin team. " Because we are in a spanish speaking country, i would like to
Requests. Advanced search by TEMPLATE
Hi, Is it possible to perform an advanced search of requests by TEMPLATE? I cannot find the field in the combo for the filters. The version is 9.0 Build 9033 Thank you in advance for your time. :-)
request custom menu
please in my sdp appear the button request custom menu please what is the funtion of this button
Multiple sort columns in Request window
Is it possible to sort the Requests window by more than one column? The attached screen shot shows that I have 4 Priority 3 jobs. 3 are service requests and 1 is an Incident. I'd like all the Pri 3 Service Requests to be grouped together. - Steve
Mixed authentication problem
I have been using SDP for years now with Active Directory authentication and have had very few problems. However, today I had a need to add two non-domain users into the Requesters section. I added them, but I am unable to login as them. Does SDP support a mixed authentication setup where I can login as either a domain or local user, or do I have to do one or the other?
final LINUX instalation SOP
Is there a full detailed SOP to instal SDP on a LINUX server ?!?!? I've been trying so far without success, there's always something missing..... I really appreciate if someone could assist.... many thanks
Asset scan - Solaris script
The xlm file from Solaris generate by HP-UX script doesn't work. Is there any solution for this? SDP 9.0 MSSQL
Requester can't log into mobile app
This past weekend I updated our SDP server to build 9100. One of the big changes that I was hoping to leverage is the ability for Requesters to log into the mobile app. I've set up my test user with an API key, but when I try to log in from the IOS app (v3.2) I get the following message: "Error: Requesters are not allowed to use mobile application" Is there a bit I need to flip to allow this other than generating the user's API key?
Lucene search for non-SDAdmin Role
Refer to the user guide, the other than SDAdmin role will fetch 2500 records. Do you know how to increase the record size for non-SDAdmin role and the maximum size? Thanks a lot. Refer URL: https://www.manageengine.com/products/service-desk/help/adminguide/general-features/lucene-search.html Points to remember about search mechanism: Special characters cannot be searched Request(s) whose description exceeds/or is equal to 64k cannot be searched Search performed by Technicians with SDAdmin role will
field & form rules doesn't work
hi guys, It doesn't work when I set the rules like pics.What can I do for this?
Custom incidents View
Hi, I have Servicedesk Plus MSP, how can I see an incident view what displays only open and completed (resolved) incidents? Thanks in Advance Mike
Support Group Notifications
I'm wondering if others have the same issue: We have a total of 85 technicians, many of which are not direct support (ex. developers, QA techs, etc.), which means they don't look at SDP the entire day, they only go there when something prompts them to do so. That alert comes in the form of an email from SDP and, in some cases, we need to notify several different types of individuals that a new resquest has come in or has not been picked up. Here's the issue: The email notification makes it too easy
Multiple Queues?
Howdy, We're looking for a Free Help Desk program we can use at our small company and have a question about SDP. Our setup is that we have a Tier 1 group (2 people) that take all the incoming tickets. If they get a ticket that has to go to another group (Servers, Security, etc), we need a way that they can assign the ticket to another queue so it gets out of the Tier 1 queue. We would like it to also then send an email to the people assigned to the second queue to let them know that they have a
Server Specifications
Good Morning, I was wondering if someone could assist me in regards to the type of specs that I would need to have on my VM to install ServiceDeskPlus. Thanks,
Entered Field in sRequest to be added to a task template
Dear all, I'm looking for a way, to get the information, which are entered in a request form, directzly added to a task which than can be sent directly to the assigned technician. eg. the mail with the task description should include the new Employee name, the starting date, the selcetion of the fields,..... How can this be automaticlly added to the task template? The reason is, that we are sometimes working with external partners, who have access to the AD to setup a new user but do not have access
service Catalog New Field Label length
Hi, I'm trying to test the service catalog and when I add a new field the lable shown is about 10 characters and I need the user to see i all. Is there a way to modify this behavior? Thanks
2nd level approvers in Purchase module
Recently had a PO created where there was a Level 1 and Level 2 approvers. The level 1 approver received the email informing him that he had a PO to approve. The Level 2 was setup as an "or" and neither of the PO approvers received the email informing them they had a PO to approve. Is there a setting that I am missing?
Handling recurring payments for services - use contracts or assets?
Hi, I'm in the process of moving all our asset and payment management in to service desk and am currently looking at how to manage recurring costs for services - take an ADSL line for example. I've found two approaches towards doing this, so far. a) Create a (non-IT) asset to represent the line itself and then create a 'maintenance' contract, whose cost if the monthly rental fee and which lasts for one moth. This then gets renewed each month. The advantage of this is that you can set auto-reminders
Notify users of Planned Outage
I want to schedule regular maintenance and that will notify every week via email, can you do that with ManageEngine?
Request Custom Menu - Predefined Reply/Forward Action
I've been attempting to do some research to learn what is possible to accomplish by using the scripts through the Custom Menu or the two API's to help make our work team work as efficiently as possible. Do you have any generalized support documentation that provides an overview of the interactions that are possible through these tools? One specific goal we have is building some predefined quick actions. For example, we regularly receive a request that requires us to update some specific account information.
Showing and hiding Solutions
Is there a way to bulk add/remove articles from support groups? I've got several hurdles: 1. Previously, if we've published articles and made them public but haven't specified a group, then they are displayed to groups that I now want to hide them from. How can I do this in bulk? 2. If I later want to add a group of articles to a group, how can I do this in bulk without having to edit each article? Thanks, Adam
Purchasing and reconciliation of assets
Hi We have accidentally changed a purchase to "items received" in the service desk which now means when we receive the bulk shipment we can no longer reconcile all the items in one go. Is there a way of reversing the "items received" to "approved" as it is not editable under the edit PO option? Tx Gary
How to import
Hi All Is it possible to import my previous help desk software to ServiceDesk Plus? I can export all artical, request etc into csv files. Can I import them using the csv files? Many thanks. Regards Gerrit
Connect SDP to MSSQL on virtual machine
Hi Dears I want to connect my servicedesk plus to MSSQL that is running on the virtual machine(Remote Machine). how i can connect it? Thanx
Auto Assign Tickets to Specific Sites
Hello Everyone, I am setting up multiple sites for different locations that our company has. Basically what I am trying to accomplish is this, I would like when someone submits a ticket via email to set up a rule in the subject line or wherever that it automatically gets routed to the proper site. I was looking through the business rules and cannot find anywhere where it says if a ticket comes in and follows these rules then assign it to x site. I can only find assign it to a specific technician
REST API : Request Operations
Hello 1. Get Requests: How filter requests by requester ? 2. Adding Request: How create a new requester on adding request? Thank you
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