Where is the list of patch changes
Hi, i'm looking for list of changes that are included in a patch, currently i have 9020 version, and i want to know if patching to 9039 version will make difference for me. best regards.
No alerting??
I am a recent convert from Spiceworks, I needed something a little more fleshed out (or so I thought) I purchased Desktop Central and Service Desk Plus. On Spiceworks, I would get emailed an alert if a hard drive was filling up or a toner cartridge was about empty. I went to set this up in ManageEngine and couldn't find a place to do it. I contacted support and they told me that neither of these applications have that capability and that I would have to buy Opsmanager to get that functionality.
Is it possible to!?
instead of making different groups i would like to make new companies with their info and also link them to their employee and at last if it is possible that tickets can be assigned to companies and their employee. Making reports of the total time that we helped each customer or company individually Making reports about the total hours that we worked for each employee A function or SLA possibility to inform our technician and customers that their first 30 minutes is free of charge. Best regards,
I want to know these things are possible in servicedesk plus
Is it possible to program in servicedesk plus ? Points of interest: Making external customers and companies linking them together like users and group and be able to assign tickets to companies and employees of the company - Making reports of all the customers and the work hours that the technicians has put in it for each customer specific monthly M Making a report per customer with an overview of their hours and send to the email of the customer. A function or SLA customer specific
Can not import CSV file
Hi. My problem is that i was importing Requesters and saved the info in comma separated csv but i get a error Please Recheck. Only SCV format is allowed. I will add the file as well and i am using AdventNet ManageEngine ServiceDesk Plus 7.0.0 Build 7009 Can you please tcheck what is the problem and what am i doing wrong. Thanks :)
Incident Template name in notification
Hi, I wish to add Incident Template name in certain notifications like $LoginName. Kindly advise about it. Thanks.
Disable e-mail notifications for certain requesters?
We send out a notification e-mail to requesters whenever a request is recieved or when a technichan is assigned to a request. Is it possible to disable these e-mail notifications when a request is recieved from a specific requester?
Create Requester automatically when email comes in
Can we have the system automatically create requester when the email is submitted? Currently, if someone is not a requester, nothing happens for them. I'd like to get the request in as an incident and create the requester...
Display Language not available even from administration
Dear support, I wanna just to have your advice on that. I want to have some of our technician to use their Servicedesk on a different language but there is nothing to do as the display language is not shown from personalize window. I tried to go through administration\self-service portal to check but I was unable to find. Is there any add-ons to be installed or we should reinstall our application to have it? Thanks, Jedidia
integrating OpManager to ServiceDesk - import certificate?
Hi there, How to import certificate to integrate OpManager to ServiceDesk? I went to Admin tab > General section > Configure Other ME Products > OpManager I set our OpManager server settings (name/port/protocol) but after clicking Test Connection and Save button, it complained: OpManager is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file. How to do the import? under the Integrate with OpManager
Build 9039 Admin screen changed
We recently upgraded to build 9039 (which is great - fixed a lot of issues we were waiting for!). I notice that the Admin screen now looks like a list, when it used to have icons spread over the screen. Screenshots are attached. Did we do something wrong in installing, or is this what it was intended to look like? Thanks, Diana
Windows Domain Scan, but only scan particular OUs ?
I want to add some assets, and I want to import them from AD. Is it possible to somehow use Windows Domain Scan, but have it limit to a particular OU ... or to exclude a particular OU ?
First response can be picking up/assigning a ticket
Hi All, im looking at the first response times. is there a way to make it work so that when a technician picks up a ticket and the initial " this technician is now working on your ticket" response goes to the end user, this can be classed as the first response? let me know if this does not make any sence thanks Russ
Show Department Requests
Hello, Is it possible to hide reply's or notes for the Requster who can view their Department requests? If you want to sent a password to a requester the user who can view their Department requests can also see the password. Any help would be appreciated. Thank you Jordi van oosterbosch
ServiceDesk Agent
Hello Support Team, Could you please explain, how often does ManageEngine AssetExplorer Agent send data to the ServiceDesk server ? I see the AEagent does scan and deltascan. But it very rarely sends data to the SD server. I restarted AE agent service, but there is no changes. Thanks
How to Convert Project Manager Licence to Technician License
Dear All We need to convert 3 of our project manager licence to Technician, Please advice us how to do it Thanks Lakshan
Level two Business rule
Good Afternoon any and all, We have a third party handle our level one tickets with two groups, level one and escalation. Today I added a group for our technicians, level two group, and wanted to see if there was a way a business rule could be set so that if technician = one of our techs then it will be assigned to level two group. The level one company is having issues in the reports they run because our technicians are "bleeding" into their groups. Thank you, Daniel Price
Forward Email with my personalized signature
Hi, Just a question in regards to email forward an incident from ServiceDesk Plus. When I click on forward button from the reply list in a request, it doesn't add my personalized signature. I have added $EmailSignature to the default reply template, but how or where do I add $EmailSignature for the Forward email template? Thanks, Kev
password reminder
Hi all, we are running ServiceDeskpPlus Your Version : 9.0 Build 9015 and im looking for a solution for a password reminder mail for our active directory users. It is possible to do that with ServicedeskPlus? Thanks
Disable or Extend the Expiration Date of a Ticket
Hi guys, it´s possible to disable the expiration date of a ticket or extend the days that SDP gives to solve a problem. Best Regards
business rule logical help
Trying to do a business rule that requires that the subject have two words any where in it or the description to have those same two words mentioned. ex: Subject contains "Jetforms" & "Printer" Or description contains "Jetforms" & "printer". This is needed as general printer errors are handled by one tech and "jetforms" our form server issues are handled by another. what also would be useful would be able to do a longer logical statement. ex: subject contains "Printer" & ("jetforms" or "formviewer" or "sitline")
Survey Notification
Hi Is there a way to get an email notification sent to a technician whenever someone completes a survey? Thanks Adam
First Response Violated Even Though Responded to and call moved to Resolved
Hi We've set a Medium (default) SLA of response time for 4 hours and resolution of 2 days, with the call being manually closed after ten business days, however even when the call is responded to under 4 hours and then resolved under the ten days it still gets flagged as first response violated. Does anyone have any idea where I'm going wrong with this? On the call below it was logged at 9:10 and I responded at 12:19 the same day moving the call into waiting, then moving it to resolved at 07:56 but
How can I show a custom filter for unassigned technicians
Due to other limitations, dispatch all of our service requests by assigning them to support groups through business rules. From there, our technicians will pick them up or they will be assigned by a supervisor. For this reason, we need a view to show all requests that are not closed, assigned to a specific support group, and unassigned. However, there is no option that I can find to select Unassigned. As a work-around, I've selected "is not" and all of the technicians, however, whenever a technician
(Purchase orders) Products and sites
I have two questions: 1) For now Products are linked to Vendors. I have multiple vendors that can ship same Product. Is there any way i can select Product regardless of Vendor? 2) There is no Site for purchase and i must manually put all the products to the specific Site "store" one by one. Can you add Site for purchase and automatically put all products to this Site after Purchase order is completed?
IE 6 and IE 7 are not fully supported browsers. Some features might not work as intended.
How do I remove the IE 6 and IE 7 are not fully supported browsers. Some features might not work as intended. bar from the home page
SDP doesn´t import all requesters in the CSV file
Hi guys, I have a CSV file with all the requesters but when I import the requesters it doesn´t import all the requesters. Best Regards
Build 9.0 build 3039
We recently upgraded to 3039 and some users are no longer capable of entering a resolution into the text field. There are some users that can enter text into the field. Does anyone else have this issue?
API
We are looking at using the API. However it seems that these are all in under specific technicians. If we want to use a generic API account (we are looking at for bug alerting and embedding into some of our apps), is there a way we can use a generic API key? Or do we have to get another technician just to do the API as that generic key?
Include images in resolution with Email Command
Hi, When we update a Resolution with Email Command and it includes and image, you can not see it in SDP. The image frame is shown but not the image itself: Examples: History : Request Updated by Semantic Reason : The request with request id : 28130 is updated through email from cherwellsdp@semantic-systems.com.Content received in email : {level=Actualizado_Semantic, category=Baan, requesttype=Incident, resolution=<img src="cid:93fa755c0b975f6230fc08465da439e368e773cd9c@Cherwell.com" width="88" height="74"
Change Task from "Marked" to "Assigned"
Greetings, I'm running SDP Build 9025. There are a number of tasks that were created and "Assigned" to a Support Group (using the "Mark / Assign" button). I'd like to modify some of those tasks to be "Marked" for a Support Group instead of being "Assigned". Is this possible, or will I need to delete and re-create the individual tasks, and then re-add them and re-organize the various Service Requests and Incidents. As an aside, it would be helpful, on the Task Template, to see what Service
Approval Process
I would like to rely on the Approval process built in to Service Desk for all kinds of functionality. However, as it is currently implemented I believe it has a few problems. Am I correct in stating that it does not require any authentication to Approve or Deny a Request for Approval? I sent an Approval on a request to a user, they forwarded the email to another user. That other user followed the link and approved the request with a comment. The system reports only to whom the approval was sent and
Test Environment
Can we setup a copy of ServiceDesk Plus specifically for a test environment with the existing license, or do we need to purchase an additional license just for a test environment?
Task templates should automatically update tasks in Service Catalog/Incident templates
We're using SDP 9036. We use task templates religiously. We noticed that when we update a task template, the task is not updated in the Service Catalog/Incident template where the task is used. We have been updating our task templates, but they have not been updating where they are used. This needs to be fixed. What's the point in having a task template if the task is not updated in the templates where it is used? This really needs to be fixed.
Services Affected = Where are those defined
In Change Management there is an option to assign "Services Affected." Where is this field defined and how does it relate to Incidents and Problems? Thanks, Adam
How to remove a default field from the Incident template
I need help to remove a Default field from the Incident Template of Service desk plus tool, can anyone help me out.
cost of software
hello! about month ago I saw banner on general site - it was something like "SDPlus free, +Assets 395$, +something elce 995$" or something like this. after that, I install a free version and start to work with it to understand is it fit for our business or not. Our specific is that we are not only IT support company, but many random jobs like constriction, purchasing etc. I worked in IT support company several years, so, software like ServiceDesk Plus is much closer for me instead common job-organizers
What setting in the Self Service portal is generating this email?
Dear Legal Counsel, Suddenly when I scan the AD, my new users are receiving this email. I did not make any configuration changes? Please find your self-service login details for ManageEngine ServiceDesk Plus, a HelpDesk application. Using this you can submit IT Sys admin related issues, track status of your issues, update issues submitted by you earlier and can search knowledge base to find solutions for frequent issues. Login name : lXXXX Password : lXXXXX The application can be connected at
ServiceDesk Plus (Standard) Service Categories
Hello, This product has been very flexible for our organization, but I'm having difficulty with the service categories. I have been able to re-name some the original items in the list of service categories, to specific groups that meet our needs For example: Application Install has been renamed to Group 1 Services User Management has been renamed to Group 2 Services Etc. However, if I create any additional service categories; from an item that was not a previously created category (that was part
Dynamic Mandatory Field
Hi, Is it possible currently to set some fields mandatory based on priority or any other field selected, like we would like to have one business justification field mandatory if requester selects high priority. Please let me know how can we achieve this. Regards, Faisal
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