Hidden requester's replies
Hello. We have some issue with requester's replies via email. When requester create new request via email, technician take it to processing When requester send second, third and following replies, they marked with red lock icon (hidden for requesters) Is it a issue? Because sometimes similar replies marked with green lock icon What does it depend and can we avoid it? Our requesters need to view all their replies on the Self-Service Portal
Get KB Articles from Service desk plus using REST API or Data base
Hi I would like get all KB Articles from Serviced desk plus by using REST API or Data base. If any body have idea . Please help me. It is very urgent.
Impact analyis form in change planning
Dear All, we have speacil document for change analyis which we are now filling it manually and upload into respective change. how could we design this form in Manage Enginee CM process under Planing tab?
Notification Rule - Subject Variable Button "Requester Phone" incomplete
Google Chrome: Version 41.0.2272.101 m ServiceDesk Plus: 9.0 Build 9039 When modifying a Notification Rule "template" an issue has been noticed when the variable "Requester Phone" is selected. The variable is displayed minus the preceding "$" character. When selected, the variable is indicated such as: RequesterPhone When in fact, I believe it should be displayed as: $RequesterPhone Which is the same as the other options.
Flash reports in Internet Explorer 11
I'm using Windows 8.1 with Internet Explorer 11, and when I attempt to use Flash Reports (which I just discovered) I receive an error: "Flash reports supported in Internet Explorer only". I've found if I use the F12 developer tools and change my browser mode from Edge to "10" they will load, although a bit buggy with some clicks not registering. Is there a known solution to getting Flash Reports working in IE11?
email notification closed dont work
Hi, I installed servicedesk plus standard edition with five technical free . I have configured the mail server , and notifications . My problem is that when I close the ticket the technician does not receive the email but closing email receives only the user who opened the ticket . I selected in the notifications that the technician must be notified by email of the closure of the ticket. Why the technician does not receive the email closure if it is set in the notifications ?
Notifications for Resolved versus Closed and Resolution
I'm wondering how other folks are using Resolutions. I understand that I can search Solutions, then copy the resolution from a solution to the resolution of my ticket, but what if I want that solution to go to the requester. Where's the step for emailing that solution to the requester? (Our folks aren't using the portal yet and may never). I'm trying to understand the workflow: Should there be an option from the resolution tab to send it to the requester? Is that supposed to be done by saving,
Calling feature is disabled
Hi, How is this feature enabled? Love to have it working....
Associate Existing Tasks to new Milestone
We have tasks that were created in a project before the milestone. How do you associate the tasks to the milestone without having to delete and recreate them?
Multiple Notifications
When closing requests, the requester is getting three notifications. Two of these are advising that the request has been updated and the third one is advising that the request has been closed. Is there any way of stopping the two update notifications so that only one email is sent? Thanks Cheryl
Non-Admin Role that allows access to Templates
Hi, we are using version 8.2.0 Build 8214 and wondered if there was any way we could add access to a role for Incident Templates, including Reply, Resolution templates without giving full Admin access. If not available on this version, has it been implemented in a later version? Thanks
service catalogue
In service catalogue - i had deleted the service template and it is not visible in service catalogue. But when user login it is visible to user . Ex: In application login - i had deleted the service template and it is not available in the list but for users it is showing on there profile. How can i find the deleted template which is visible to other users. your early response is highly appreciated. With Regards, MK
How to implement Solutions in a ticket ?
Hi, I was wondering how to get solutions to show in service desk when a call comes in and say a technician in another office can pick it up and help out at different times and click on quick help solution? within the call. Thanks
Email Notifications Translate
We are using the servicedesk plus 9040 Standard Edition version, the problem we are having is that email notifications are in English, and want you to send in Spanish, then, we must manually translate all templates? Regards Enzo FVSA Argentina.
Incident template and API
We've create some incident templates, and run into a problem. We need to write down part number, and create a custom field named "part #" in template. How can we fill in "part #" field with API and UpdateRequest?
Auto Close an incident after the apporver has "denied" the request
I am trying to figure out how to Auto Close and incident/ticket, if the Approver has "denied" the request Doe anyone know how to do this?
Auto Close without email to requester
Hey everyone! I work for a smaller company with several small spread out locations, and my boss and I are looking to fully implement service desk plus here in the near future. Initially we don't plan on sending out surveys or emails to users asking them to finalize and close the tickets once we put it in the resolved state. We have found the settings to not email or survey the users when we finalize or close a ticket as well as the setting to auto close tickets set to resolved after X amount of days.
New Incident - standard usage
How do people typically log a standard support ticket when taking a phone call? I'm not used to the workflow in SDP (but I'm getting there), however I want to use it to the fullest. I've really come to appreciate its rich feature set. Here's my scenario: I oversee a number of service desks. We take requests in a call center, and we don't have a front-line dispatch, so technicians will start working an incident right when it comes in. Do you complete a new request, filling in as much as you
Managing cell phones, air cards and SIM cards
I'm looking to come up with a good way to managing our army of air cards and cell phones. They're mostly AT&T which have a SIM and a device whereas the Sprint and Verizon devices have no SIM. I was thinking of making an asset for SIM's and making fields for the phone and SIM # in it. Then I could create an asset for the phone or air card and somehow associating a SIM with a device. Is this a possibility? How are you guys handling this?
Uknown username and password
Hi, I have fresh installation of service desk for some testing purpose, everything was installed fine and there were no problems until I turned on Active Directory authentication, my logon credentials work for like 5 minutes, then when I try to log back in and I get the error "unknown user and password" , what could be the problem? Kind regards, Nikola
Required fields in requests
Hi, I am trying to make the 'site' field a required field however I do not have the option to do this when I go into admin to make the changes, I can do this for all other fields bar the most important one. Is there a way to make this a required field? I also cannot remove this from the template We are using Manage Engine Service desk plus, version 9.0 build 9038 Thanks,
How to restoreData by console
Hello. I try to install SDP on CentOS6.3. I would like to migration SDP backUpData on windows to CentOS. Cloud you please how to restoreData by console. I can't use X11. Regards. Mitsutoshi Kushida.
delete sla
Hi can i delete not active sla?
Migrating ServiceDesk to a new server old one uses MySQl and new install there is no mysql option
Thanks in advance, we are migration to a new server. We are on version 9 build 9000 the database is MySQL. On the new server the installer doesn't have MySql as a choice. It has only postgresql and MSSQL. In this scenario how do I migrate to the new server? I found this topic helpful https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server Also I could not find an installer for version 9 build 9000 so that i can install that on the new server and patch it to the latest version.
Attachements and trimmed backups
Tonight we are transitioning to a new server for Servicedesk. To save time, I was wondering if I can perform a trimmed backup and restore, then manually copy the attachments directory to the new server after the restore is done? What happens with Archived requests? Also, how does Alias work? If I have the old server named Helpdesk and the new server called support desk, do I just add the name of the old server to redirect clients? What happens if the old physical server is still running, but
Exporting Solutions
Will it be possible to export all solutions from our Service desk into a xls document?
Automatically include technician name in Reply or Forward
Is there a way to automatically include the Technicians name when either replying to or forwarding requests from within ServiceDesk?
Customize TopStrip Menu
Dear, I would like to customize this menu (just under the tab panel): I'd like to add a simple link next to AD Self Service for example. Is it doable easily? Thanks a lot for your help.
Adding Reminders - Not for Technicians but for users
Hi there, Is it possible to somehow email a user automatically from Service Desk Plus to remind them of something? - for example when it's time to bring a loaned notebook back to the Servicedesk? Adding reminders is a great little feature but being able to email the users directly would be one step better. Thanks G
Unable to change a request's template
I'm using SDP 9036. I'm trying to edit an existing request. Usually when I edit a request (by clicking the Edit button at the top of the request), there's an option to change the request's template at the top right. I'm trying to edit this one request to change the template and the template drop-down is not displayed. Why would I not be allowed to change the template of a request? Thanks!
Rate request from closing link
Hello all, We'd like the funcionality that the user rates or evaluates the service received in every request. I was wondering If there's the possibility to add this inside the Closing request link, and add some kind of drop down list to rate the request. If this cannot be possible is there any other way to do what I'm looking for? Many thanks, Best regards. Pablo.
How to print all solutions in a topic?
Hello Is it possible to print all the solutions within a specific topic? We have a list of "emergency" procedures that are useful to maintain within SDP, however we would like to have these printed .. in the event of having to execute the procedure. Thanks!
Technician - Associate Accounts
I recently changed "Related Settings" for my Account Sites to "Refer Default Settings". This corrected an issue with no Support Groups showing in the dropdown on the Request form....now I noticed that when I look at a Technician, there are no "Available Accounts" for me to associate to the technician. Are they connected? If not, how do I get the complete list of Accounts back into the dropdown on the Technician form?
List of open fixes to ServiceDesk?
Hi, Yesterday, I upgraded our installation of ServiceDesk from v9 build 9035 to build 9040. It seems to have introduced an email formatting problem (no line breaks) when replying to requests from within Service Desk. This seems to be being tracked through reference SD-58889 Is there a list of 'in progress' fixes, which we could refer to before applying any future updates? (e.g. in case there is a recognised bug, that is not yet fixed) Thanks,
Transmit data to a script
Hi. I want create quick actions in the servicedesk custom menu use powershell script, How can i transmit data (ex. requester login) in a script? thanks.
Long restore time
Hello. I am restoring ServiceDesk Plus, database only, in my DR environment using restoredata.bat and it is taking 9 hours to complete. The SQL process is using 100% CPU at the time. The database is only 14GB in size. Additionally, it generates a 50GB transaction log during the process. Can anyone help reduce this restore time, and also the transaction log size (I have already set the recovery mode to simple). I suppose I could restrict the size to 5GB or 10GB if no better suggestions are available.
Where to find data about merged ticket - sql
Hello! I'm reading data about changes history of work orders from database of SDP (I have MS SQL db). And now I need to get data of merged ticket, but I cannot find it in history table, it is totally deleted. Is it true that after merging all data also changes history is deleted from SDP database? In HistoryDiff table there is no history about this merged ticket, in History table too. Where can I get previous data of the ticket before it was merged? From which table? Thanks.
When connecting to AD users can not log in with your username / password
I have a problem AD configuration is set up correctly , but for some reason come under their user accounts can go only users with Administrator rights. Another says he is not a valid login and password
Can Servicedesk Webserver be hosted on DMZ? if yes kindly share the steps..
Guys, I am curios to know if the webserver can be hosted on DMZ
Screenshots in Notes and Worklogs
Just as important as the initial incident screenshot, we often need to have follow-up screenshots, whether that is directly related to the work on the incident or to changes subsequently made to address the incident. From what I understand, both the notes and the worklog are unable to capture screenshots/screen clippings. What are people doing to workaround this significant omission? Thanks, Adam
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