Displaying "Reporting To" in the request
Hi, Is there a way to display the "Reporting to" field inside the request by a user? The only way I have found to do it is to create a "User - Additional field" and then map that to the "manager" attribute in Active Directory. But when the data is pulled from AD it isn't parsed properly. Is there some other way to get the "Reporting to" field to display in requests? Thank you, Cheers
$technician in reply template
Hi All, Can you tell me if it is possible to use a variable like $technician a reply template? As we have more than one technician, it would be nice if the name of the technicina who handled the call could appear under the text, without typing it everytime. cheers, Hans
Masking internal feedback from requestors(Clients)
Is there any way to mask internal feedback from Requestors(Clients) on a ticket - we don't want clients to be mailed whenever there is an update on a ticket from inside our organisation - so basically the Requester(Client) will only get an acknowledgment of his/her request and an e-mail upon Resolution of their ticket. SD Plus Version 9.0 Build 9045. Regards, Randall
Mobile Notifications using latest build 9100
Hey there, I'd like to get mobile notifications working from our Servicedesk+ v9.1 build 9100 instance. Attached are the settings for Mobile Notifications and the proxy settings. Hopefully someone can point me in the right direction. Thank you!
Export Requests
We have a customer leaving our Managed Service and starting up their own internal Service Desk not using Manage Engine. They want a list of the open requests that we have so they can take ownership of these. Is there a simple way to export all requests assigned to that customer i.e. build a view for this data and hit export? Thanks,
Can Requester ID be added to all tickets?
Can Requester ID be added to all tickets? The Requester Details section is populated with data that is pulled up from AD, hence, could the Requester ID (Login ID) also be displayed on all tickets for the assigned Engineer to view?
Assets Management
Hi, How do i add details of UPS to servicedesk Assets, as a component or Non- IT
Remove attachment from Request
Hi, Is there a way to remove an attachment from a submitted request? Thank you, Cheers
SLA Definition
Hi We have started using Service Desk Plus within our organisation, how do others define SLA do they use Impact and Priority or just Impact? My thinking was to have the below Critical SLA Stops Business Critical Operation High SLA Affects All Users on 1 Application Medium SLA Affects Myself with No Workaround Low SLA Affects Myself with a Workaround No Impact, A change or move Added to this VIP Users Anything down to Medium for them is High SLA and certain depts. to have Higher SLA
Active Directory Scheduled Import
Hi, manual Active Directory imports allow for specific groups to be selected. Does the Scheduled Import use this selection or does it bring in everything - there is no wizard when option is selected. thanks Mike
How do you manage your SaaS licenses?
Folks, I'm wondering the best process for buying and managing support agreements and warrantees. I'd like to purchase with a PO but track as a contract. What's the best way to do this? Also, how do you handle Saas licenses? Did you create a new product type or do you track through software and licensing? How does that correspond with the PO module (same question, I suppose). Thanks, Adam
Attached file button and add notes button doesn´t work
Hi, I´m having a strange problem, the attached file button and the add notes button suddenly they stopped working. There´s a way to solve this problem? Best Regards
Create new request with E-mail command parsing enabled - assign subject?
I have E-mail Command enabled and it is working as far as creating new requests by parsing emails. Question I have is can I somehow get it to parse for and enter a meaningfull subject into the new request? So far all the new requests have the subject of "Not Provided". Are the items below the only options for parsing emails? @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects
How can I find the old PC-s in the assets?
Does the SD store the last successful scan date? Can is list the assets order by this date?
Contract, Assets and Users
Hi, We have a monthly contract/subscription for Office 365, with a number of users on differing plans with a cost per user per plan. I want to be able to associate a number of users and/or departments to this contract in order to be able to apportion the monthly costs to departments/users. How do I do this? I've thought about: Creating a parent contract for the full O365 Creating child contracts for each of the plans and apportion the full monthly cost based on the number of users of that child plan.
Resource of type check-box - max. nr. of options
Hello, How many different options can we add to a single resource check-box? Is there any limitation? Best regards, Demetrius
Lots of blank spaces when copying and pasting from email (SDP 9007)
When I copy and paste (html) content from an email, SDP creates a lot of extra spaces. Browser (Google Chrome) E.g:
SDP 9.1 upgrade
Will this upgrade overwrite any html/js files we've placed in the ManageEngine\ServiceDesk\custom folder?
change default status request in requester mode
how can I change default status request in requester mode ? thanks,
Auto reply to a non requester email.
Dear support i need to set an auto reply to any email received by our support system from non-requester email (i.e Email does not exist in our system and does not belong to any account). thanks.
Weird login issue
Hello I am having a weird issues with my servicedesk plus install I have the latest version and when logging into the application via the web it works all ok But when I try and log in using the iPhone app (or iPad) I get a unknown username or password Any ideas anyone? Thanks Andrew
Can the text in the default 'Reply' option be edited?
Hi. I wanted to check if the text in the default 'Reply' option can be changed. This is when a ticket is picked up by a technician and clicks on the 'Reply' button at the bottom of the 'Description' field. Currently the text is: Your input is required before we can proceed on the following request: *Subject of the ticket*. https://servicedesk.transguardgroup.com:443/WorkOrder.do?woMode=viewWO&woID=8121 The request has now been marked as pending your input and to proceed we will need to know the
Searching for requests
My support reps. are really having a problem finding tickets within their request view that they've worked. Is there a set of commands or search criteria that we can use in the search box? For example, I've got my request view open, and I'm looking at the subject of one of my requests. I type two words from the subject line into the search field, and the request I'm looking at is nowhere in the results. (Using the Default Results). Can someone make some recommendations? (I'm currently on 9.1) Thanks,
How to cancel a Purchase Order
We've been using the Purchase module for two years now, and have accumulated a handful of purchase orders that have been orphaned. They progressed to various stages, but due to business reasons were cancelled. My question is: How to mark these at Cancelled (or at least Closed). I could route a couple of these through Approval, Receive, etc... However, others would involve auto-adding assets into our environment, which I would like to avoid. I'm trying desperately not to delete the items, as we
Modify old ticket status from escalated to closed without notifiying
Hello, Someone in our company changed over 100 OLD tickets from closed to escalated over the weekend and now they show up in reporting. I need to change these back to closed without notifying the customer they are attached to? Where in the SQL database does this information live? If I change it in SQL will it notify the customer? I am guessing no. Thanks!!!!
SDP question about restores
I am working on setting up a test/dev database (in Linux), following the info in the FAQ. My backup has 2 data parts, part_1.data and part_2.data When I get to the point of executing ./restoreData.sh, do I need to execute that once for each of the 2 data parts, or only execute it once for part_1.data and it is smart enough to also process part_2.data? Thanks in advance!
Active Directory
Can someone please explain how the Active Directory Scheduled Import works. Does it use the details that are in the OU structure that is completed when a manual 'Import Now' is used or does it use its own settings and, if so, what are these? thanks
Service Desk - Technican / Hardware Specifications
In the install manual for ServiceDesk the hardware requirement chart tops out at 200 technicians. If my organization eventually adopt this tool for all functionality in IT, we would have closer to 400 technicians. First, can the tool comfortably support that number? Second, what hardware specifications would then be recommended at a 400 technician count?
Loaner Equipment in SDP
How are SDP admins handling loaner equipment within SDP asset module? Any suggestions are appreciated. Regards.
Making imported Active Directory user a Technician
Hi... I'm very new to Service Desk Plus. I'm currently trying to get it up and running. I've connected SDPlus to Active Directory and imported my users. Is it possible to take an imported user and automatically make them a technician? I'd like my technicians to use their AD credentials to login to SDPlus rather than using the Local Authentication. Thanks in advance for any help! :)
Line Breaks in Request Notes
Hello, I'm having an issue where line breaks are not showing up when I add notes: As you can see, the image is quite stretched; any help would be greatly appreciated. We are using: Your Version : 9.0 Build 9035
searchable combobox
we have thousand of site in our service desk..is there any way to make the site drop down searchable??
Cannot edit Requester Name using edit button
In a request, using the "Edit" button found in the "requester Details" we are unable to update the requester fields. The text box changes to look editable but it is not possible to change the "Requester Name" in this field..
Difference between leave date in system and mail.
Dear all, I see strange issue with leave apply. For example I mark leave from 30.05 to 30.05 but other technician get information that I will be OoO from 06.05 to 08.05 and it touch each request that date in mail is the requested date - 1. Do you know what is the reason? Thank you in advance, BR Sebastian,
Performance problems
I ask assistance team ManageEngine because I'm having a lot of performance problems with the tool in the past three months. Already opened several called bad nothing effective was applied and the problem still persists , occurs when the tool draws to limit memory consumption grows slowly until seemingly restart the service. This is happening many times a day which is compromising not only the bad performance credibility tool . Currently we have about 45 technicians and more than 2000 requesting spread
Associate Multiple Components to an asset!
Dear, How can I associate multiple components to an asset, the way I assign multiple assets to a department or site?
Request submitted through email with CC and BCC
Hi, I was just curious about the default behavior of ServiceDesk Plus when dealing with requests that have been submitted and have CC or BCC included. In a particular case we ran into a request was submitted to ServiceDesk Plus via a BCC. So the email looked something like this From: One of our users To: some.external.email@externalemail.com Bcc: oursupportdesk@somedomain.com The request was received and processed by our ServiceDesk Plus without issue. Then it was reported that the original recipient
Software Assett Grouping
We are running Service Desk Plus version 9.0 Build 9044 We have setup the asset scan agent and so our Asset database now has most of our PC's and all of their software. We have a large amount of software that isn't applications as such, but components of software suites. IE. Microsoft Office has a large number of sub-components that are picked up. How can I go about grouping these into the main suite, so that reporting on software installed on PC's only shows the products we would have paid a
Business rules action to set an asset
Hi, I can't find on business rules menu, the action to set an asset. It is possible to set an asset on business rules? Criteria of my rules will be come from e-mail CC. I can only find the actions below: SPD: 9.0 / MSSQL
Edit Incident Templates
I am an Administrator in Service Desk. I want to add the following text box to an Incident template for Requesters to see. "Please list as much information as possible, including the location of problem computer and/or printer." I have added the box to the Technicians canvas and placed it where it would like it. However, when I save and go to Requesters canvas it does not appear. How do I get anything that I add on the Technicians canvas to show on the Requesters template? I have had this sentence
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