Customising Purchase Order fields
Hi guys Is there a way to add more fields into the 'Invoice and Payment' tab in a PO? I am looking at tracking our Vendor invoices against our POs and need an amount field and an attachment field. I can attach the invoice in the main PO part but it would be better tracked if I could do it in the I&P tab. Cheers
Migration from Service Desk Plus - MSP to Service Desk Plus
Hello - I am working a migration for a client who is currently using Service Desk Plus - MSP. They wish to move to Service Desk Plus in the new environment. Can I take a back up of the data in MSP (v8211) and migrate to Service Desk Plus? Thank you in advance for any help.
How to customize the Problem Management template
Hello all, I am having difficulty finding where I can go to customize the Problem Management form (ie Problem submission form). The only option I can find is the ability to add additional fields within the Admin tab. But otherwise, it does not appear that I have the ability to manipulate the field placement within the form, like I can do with Service Request and Incident forms. Please help! Thanks in advance! Tim
helpdesk
Hi. I need help, i want to see all of my technical activites and track as an administrator, as i can perfom this task ? Also observe the monitoring an performance of tasks to users in the dasboard, and notifications for assigned tasks.
Custom view
hello How can I create a new custom view? group is SD OR Requester is user AND Status request is not Closed Thanks SDP 9040
Description field double spaced
Hi Team, Since upgrading from 9004 to 9046 when we receive requests by email (we only use email to submit tickets) a number of them have the line breaks double spaced. I'm assuming it's probably HTML emails. Unfortunately this not only looks bad but it also pushes all of the rest of the ticket content down the page. Could you please look at this to see if there is a way of correcting this? When we were running build 9004 this was not an issue. Thanks! Example:
Notification rules per site
I have been looking for a way to specify different notification rules for another department in the company. We would like this specific department to receive tickets but not auto respond. Is that currently possible? 9.0 Build 9009
Group of major and minor versions
How do I do this in ServiceDesk Plus? We have both Desktop Central and ServiceDesk+, but do the software inventory tracking and categorization in ServiceDesk. I know you can create software suites in SD+ but that seems different to me then different users that might have the original version rather than a later minor version.
Host change
Hi guys I am hosting on my laptop and wish to change this over to a server. Is there a process I can follow? I don't want to lose any data! Many thanks
Can Requester change priority, or initiate escalation process
I'm looking for a way for a requester to escalate either the priority of a case. It would be nice if the requester could just go into their ticket and change the priority with the technician then being notified. If that functionality doesn't exist is there some way I could use a business rule to mimic this? so the user would respond to an incident/request with a phrase to trigger the priority change? Has anyone run into this before?
Replied using Android app: First response is violated
Hi there, as the subject says. SDP version 9.0 Build 9041 Request created at Jun 11, 2015 08:41 AM technician (me) replied using android app at Jun 11, 2015 08:49 AM according to the request detail: but the status reported as first response violated: I believe the SDP app for Android is due for an update.
Mandatory fields for tasks
Hi -- We are just piloting using associated tasks in one of our regions. I have written documentation on what needs to be completed, but already this is not happening, so is just another area that needs to be policed. Is there anything in the pipeline to mark Task fields as mandatory - as this would be very helpful! Thanks Lynne
Change Owner restricted from viewing Requests
Good morning, We are currently using SDP 9039 for helpdesk, and we are looking into adding Change Management. What I would like to know is if it is possible to have a technician be the Change Owner in CM, but have no rights to view requests in the helpdesk side? If I create the technician without allowing login access, are they able to play the role of ChangeOwner, or do I need to create a custom role to keep them from seeing Requests? Diana
SD+ Creating requests for Technicians
Hello, We are in the midst of evaluating SD+ and so far it is looking good. Apologies if this topic has come up before - I did spend some time searching the forums, but was unable to find anything related. I suspect that either I am unaware of the exact functionality, or misunderstand the workflow/process, however: once a requester has been converted to a technician, I notice that I am then no longer able to create a request and choose the technician as the requester. Is it possible to do this? Many
ServiceDesk Update Without Backup?
Hi there, Is there anyway to skip the backup process of a service pack installation? In our environment it takes nearly two hours, and since we are running the server in VMWare, we can just snapshot the entire server and roll back in case there's an issue. Thanks
Delegate approvals to Backup Technician
If I setup Technician B as a backup technician for Technician A in the Scheduler, will approvals sent to Technician A be automatically sent to Techncian B?
Additional Fields Service Catalog and Incident
Hello. I want to set up some busines rules, but i can't use Service Catalog Additional Fields. I don't see it. Can I move Service Catalog Templates to Incident Templates?
Fullbackup issues for ManageEngine ServiceDesk Plus Build9040
Dear, Im running full backup thorugh C:\ManageEngine\ServiceDesk\bin\backUpData.bat with command prompt (Administrator Priviledges), during the full backup the following files are beeing saved in this folders: Approximately every file is 1GB size, and every zip FileAttachements.zip is saved in C:\ManageEngine\ServiceDesk\ directory, this are the files: Change, Change_BACKOUTPLAN, Change_CHECKLIST, Change_IMPACTDESC, Change_REVIEW, Change_ROLLOUTPLAN, Contract, Conversation: FileAttachements1.zip
Adding columns while generating custom reports
Dear Support, I am using SD+ Ver 5.5.0, Build 5500, can you please let me know if there is a way I can add more columns in the Available columns list while generating Custom Reports Thanx Mahesh.
Multiple approvers for service requests - send to a department list
I am starting my initial configuration to test manageegine and have come across an issue where the approvals configuration do not match our enterprise approvals processes. For access to shared mailboxes, shared DFS locations etc, there are multiple people for each user who can provide the approval. I would like to be able to configure either multiple users in the ($DEPT_HEAD$) or 'Reports To' field, and then have this list of users be sent the approval email so that any of them can approve the request.
User Sends e-mail to ServiceDesk Inbox. A ticket is created
How does the User configure the e-mail to add the CC to the ticket. So the cc will get the e-mails that go back and from from Tech?
SLAs - resolved vs closed
Good afternoon, If a ticket is set to status Resolved by the technician, this will stop the timer for the SLA, correct? If the technician skips the Resolved status and sets the request directly to Closed, does that also stop the timer for the SLA? If the technician sets the request to Closed, and then the requester reopens the ticket, does the timer start again as if the call has been on hold, or does it count the time that the request was closed against the SLA? For example, if the SLA for resolution
Encoding problem in Assets
SDP 9043 After running ae_scan.vbs in asset properties in software i have ��� 2.0 instead of СЛК 2.0
Does SDP have a stand-alone "new request" desktop app?
I know DesktopCentral adds a function for the requester to raise a request from their icon tray. Does SDP? I want my requesters to be able to open a new request from an icon in their icon tray. If not, can this be done from a desktop shortcut or link? Furthmore, is it possible to embed a link that opens a specific request template (ex. from within some of our proprietary apps, I'd like a requester to have a link that says, "having a problem with this app?," and then have it open a template specific
Disable editing resolved incidents
Hi. How we can disable editing resolved incidents. thanks
Moving from Service Request to Change Request
Folks, This is partially an SDP question and partially an ITIL question. We have requests that have come in. Some are specific requests for change (bugs that need to be fixed). Others may be feature requests that need further research and analysis. I understand that in some models, larger requests become projects and in other scenarios smaller requests are analyzed as part of the change management process. My question is, does this happen before the change request process? 1. Is a service request
Dashboard-style oversight of tickets for a site
Good morning, The site-managers (business managers) at any given site (or region) would like to have dashboard-style oversight of their sites. That is to say, these are business leaders who would like to have a dashboard to see how tickets for employees in their part of the business are being handled. (We know this can be done through reporting, but that is not what is being requested here.) 1. Is it possible to allow a request a dashboard view of the a specific site without consuming a technician
[SOLVED] Debian Linux systemd start at boot?
Anyone have a start on boot for systemd based Debian Linux? Having a hard time making the script on here work, so want to see if there is anything else available from someone. EDIT Think I may have solved it, but got this error when doing the update-rc.d commands.. anyone seen this before? # update-rc.d servicedesk defaults insserv: warning: script 'servicedesk' missing LSB tags and overrides To avoid issues in Debian with update-rc.d that results in LSB errors, just add the following to the init.d
SDP On-demand CMDB limited?
Hi there, first of all: i've put up a post last week and i submitted it. No trace of that post to be found... not in "My Area", not on the forums itself. Although it clearly stated "your post is in moderation" (something along those lines) while i submitted it. It was submitted in the SDP forum in the General area. (i'm screenshotting this post on submit). The issue: I'm testing SDP On-Demand. First of all: I was flabbergasted by the fact that the on-demand version of SDP has a completely new interface,
Technician open a new request through mail on behalf of a requester
Hello, We would like to know if it is possible to raise a new TT as a Technician on behalf of another user via mail. The scene is as follows: The mail from the end requester arrives on the mailbox of the technician. We would like to raise a new TT via a forward of this mail and on behalf of this end user. Is this possible? If yes, how? Best regards, Alberto
Requester's Home Page
Hello. I have a user who has submitted around 25 tickets. However, when he goes to his home page, only 2 show up. How come the other 23 tickets are not showing up on his home page? Any help would be appreciated. Thank you... Tammy
Remove minimum height of ticket description
Hi Team, After upgrading to 9046 I've noted that the Description area of the ticket has a minimum fixed height, this takes up valuable screen real estate, can you please remove the minimum height of this area? Thanks!
Service Desk Plus : Closed ticket reopened automatically
I have recently upgraded my version to 9044. After this I have been facing some issue. The closed ticket is automatically reopened. Its very annoying. Please help me to solve this.
Disable Mobile landing page
By default, if using a mobile device the URL gets redirected to http://ServiceDesk/mc/... Is there anyway to turn this off? I would like the user to get the full site not the mobile site. I am not using the mobile APP. I am using a browser. Thanks, Jamie
Configure LDAP to AD connection in SDP on Linux (Debian 8.1 - jessie)
Can someone show me an example of their LDAP info within the text fields of the LDAP configuration page to integrate back to an AD server? We are not 100% sure what these should be and it would be excellent to see someone elses configuration for LDAP to AD within ServiceDesk Plus from a Linux node. Right now, when we try and configure the connection, it fails every single time. This is all running on Debian (jessie) 8.1: Domain Controller: ldap://192.xx.xx.xx:389 Username: CN=loginname,CN=DomainAdmins,DC=domain,DC=local
Survey Report ... How Do I?
Can someone please tell me ... Where I view a completed survey it gives a Satisfaction level Summary score out of 100. I need a report which shows each technician and this figure. Any help would be greatly appreciated. Thanks, Chris
Tickets flagged as overdue, even though they haven't reached the duedate set
We have tickets appearing within the Requests Dashboard when selecting the VIEW drop down labeled "Overdue Request". As you can see in the screenshot, there are several tickets flagged as overdue, even though their duedate is not yet reached: I assumed this is because their SLAs have been "violated"? In general, I would want a view to show me when the due date has been missed vs SLA violations. I could not find a way to do this in the customer views (something like: DueDate < Today's date). Any
Bulk Change Service Category
We have changed the name of one of our service categories and we need to bulk change the requests that were under the old category name. How can we accomplish this?
What is this setting: Allow dynamic user addition when the user is not imported in the application?
What does this setting do in the Self Service Portal settings? The only thing I found so far is if set to off it turns off automatically detecting the "Log On To" for the user, but that doesn't seem to fit with the setting question.
Adding Notes With Attachment
Hi guys Is there a way for us to add notes to an existing case with attachment instead of doing them separately? currently, the notes and attachment are 2 separate fields. I need a way to combine those to log certain contacts. For example, I want to update an existing case with an email from a user. I want to be able to enter in the notes "Email from user with screenshot" and attach a copy of the email as a .msg file for reference.
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