How to notify the technician over sms on HIGH priority?
How to notify the technician over sms on HIGH priority? I'm using priority matrix. Need to notify technician over SMS when HIGH priority is set. Can't find how can I do that. Bussines rules can't make it work ;(
Business rule apply - once!
How to make business rule, that will apply only once when request is open or edited.
issue with task (reminder, formatting)
Hi there, ServiceDesk Plus 8.2.0 Build 8208 I set up a task with reminder [15 minutes before] as a test. Then I got the reminder email with slight problem (problematic area highlighted): Reminder details are Task Id = 601 Created Date =Aug 15, 2013 03:18 PM Scheduled start date =$StartDate Due by date = $DueByDate Title = test title Created By : admin Description = test description Comments : I did set the Scheduled Start/End value, no value was set for Actual Start/End. After checking the reminder
Questions about customizing login portal
Hi! Is it possible to customize customers login screen and other? To be specific. Can you get user directly into SD Plus incidents by using some sort of SSO? Can you use SMS for end users? Can you remove Solutions Tab? On Home tab can you remove Coommon incidents and popular solutions? Can you change background and colors? I have a potential customer who wants a very slimmed page for their end users. My questions is really if you can, for one customer, customize homepage from scratch?
New Asset Product Type Symbol
Hi, We have added a number of new product type categories within SDP. A generic symbol is assigned to these and does not look very good when viewed in the CMDB (especially when multiple ones exist). Is there any way of changing this symbol?
Email Undeliverable Loop
Hi, We have come across a problem where a technician has left the company, subsequently had there email account deleted and the SDP account suspended. A requester has re-emailed into SDP opening the call that was assigned to the technician that left; SDP then tried to send an email notification to the technician and had an 'Undeliverable' bounce back. SDP got caught into a loop of emailing the technician and receiving undeliverable every minute for several days. I only noticed this by chance; could
About the icon of URL
Hi, Is it possible to change the icon showed in the URL? If it is possible, how can we do it? Regards.
Date format
How do I change the date format to MM/DD/YYY, in ServiceDeskPlus?
SMPP support for SMS
Do you have SMPP support for SMS? or only SMTP box for SMS?
SDP WEB
SDP does not run under IIS.. at least if I go to IIS on my SDP Windows 2K3 server it is not there .. and I don't see any Apache services running .. what WEB engine does SDP use ... anybody know?
How to perform a bulk update of Assets and Requester site information
I currently have multiple sites (duplicates) that should be consolidated into one. How can I update the site information for each asset and requester without the need to update each individually? The new site is not visible to the technicians.
Wake on LAN
Is a WOL tool going to be available in ServiceDesk Plus (for workstations), or is that something that is only available in Desktop Central? Thanks.
Query Regarding Number of Calls Logged
Hi, If 5 calls are logged separately within the SDP system and are then merged into one single call Does the total number of calls reported to be logged total 5? When they are merged into 1 call and then closed, does this just report the 1 of the 5 calls are closed? Thanks Andrew
Disable non-technicians (requesters) from logging in
Hi, Does anyone know if it's possible to disable non-technicians (requesters) from logging into ServiceDesk Plus? Thanks in advance, Steve
HTTP Status 500 -
Dears Please help me on the following error: The server encountered an internal error () that prevented it from fulfilling this request. Regards Badai
asset management for non it components & agent instalation
i would ask you about asset management for non it components how to discover them automatically in ServiceDesk Plus, and search how to install agent on all workstation using script or domain controller.
delete departments
hello multiple departments showed up the default settings, what can cause this issue? and how can i delete them cause they all greyed out when i tried to thank you
standalone audit
hello i traveled to an office and made a scan through the ae_scan.bvs and collected the xml files and when i returned back to our home office and tried to import them to the SDP i got the error "problem while importing the scanned xml file" i need an urgent solution for this problem
SDP Dashboard Customization
I would love to see some more customization on the Dashboard of SDP. Something that would be especially useful is simply being able to filter the dashboard by Group as opposed to Site, or in addition to site. If you can change this to Filter by Group so I can monitor how our specific Service Desk group is doing, that would be very useful. Thanks, Jeff
need the date and time and IP address received or filled automatically
I've created a incident form that requesters must be fill when him/her has problem. but I need the date and time and IP address received or filled automatically inside this the form, and does not need to fill by requester. Regards, Mahdi
auto assign owner
hello when i use the auto assign feature for workstations and add a suggested user in the required field, this user gets added in the requester although it is already there, any solution for this problem
new custom view
Hi, im having trouble creating a new custom view. i would like to set a site specific view however the site list is empty i chose Site > Is> then choose and the site list is blank. any one have any ideas
allocate license regardless of site
Hi there, It would be a great idea to allocate license without the need to specify a site. This is to cater the scenario where a software was purchased and used across different sites. What do you think?
scheduled scan SNMP devices
Hi there, Is there a way to scan SNMP devices periodically? I can't seem to find that settings anywhere. Thank you for your advice :)
Inventory issue - hardware transition
Gents, I see the following issue in inventory. I think, it's a typical issue in many companies. For example, you have two identical laptops: box1 and box2. Box1 is broken (for example, LCD crack). You need quickly fix user's issue. You move hdd from box1 to box2. User is happy, but you are not happy with a mess in the Inventory. What you will see in the inventory. You will see two laptops: box1 and box2. Box2 is the same, there is no any changes, because no any hardware scan. After Asset Explorer
As a Technician - how can I view requests that I initiated?
As a Technician - how can I view requests that I initiated/requested? If I select "My Open" request I only see those where I am "Assigned To".
Task notifications contain comments from another task
When a task is assigned the comment in the notification email is from another, unrelated task. For example I create Request ID 12286 and create and assign a task which gets Task ID 6452. The email notification that the assigned tech receives has the comment from Task ID 6439.
Difference between "Service Category" and "Category Services"
On the Incident template you have the option to have both "Service Category" and "Category -> Services". But what is the difference between these two option?
What is the difference between resolution and solution?
We've been using our solutions area as a knowledge base like a wiki for the public viewable stuff and for the technicians only it is used both as a wiki and knowledge base for various processes. I'm struggling to understand what the Resolution area of a ticket should be or could be used for since we have not yet been using it so no experience to date and we've been using this product for over 4 years now. I was thinking, in terms of programming languages, it could be used much like the "final" block
Cannot authenticate with AD
Hi, I installed SDP and configured the AD authentication. I also imported the users, but I cannot log-in using the AD. Can you understand what going wrong? I attached the logs. Regards. RD.
Rearrange Home Screen
Can someone identify which file I can edit to adjust the layout of the main page for Requestors? Specifically I'd let to get rid of the far right column where the video link currently lives. I've tried to find it myself searching the directories for the title and even the name of the css value used, but I can not find it. Thanks!
incident template
hello i'm trying to add fields to an incident template but i'm facing two problems 1- the text choice in the field to add is turned off 2- i have repeated field in for a parent field, so after finishing the design and saving, i find the template has removed many of the fields
No email received when assign a ticket (8201)
Hi, I updated to 8200, then to 8201 last saturday. Then, my team reported me that when a ticket is coming an unassigned first.. if "technician A" assigns this ticket to "technician B", the technician B never receive a notification by email warning him a ticket is assigned to him. I correctly checked in the Notification Rules and "Alert technician by e-mail when a request is assigned." is correctly checked. This error (not notifying) occurs only at first assignment, because i tried to assign
CMDB Recommendations/Improvements
We are starting to use the CMDB configurations and poulated the servers. We like seeing the relationships of the CI/CMDB to get an idea of the relationships, however wqe cant view those relationships from within a change order when an impacted asset has been assigned. That would be great if we can somehow access the relationship from within the change. Also When CMDB have a change associateed to them, you see an exclamation mark meaning there is an upcomming impact. it looks like ! this
On hold status change when requester replies
Hi there, Could someone please clarify the following option in the SDP Self-Service Portal Settings? It suggests that the on hold status will change to open when the option is set to yes. But does this only apply to the on hold status or to all statuses for which the timer is NOT running (such as waiting for requester)? Best regards, Demetrius
Incident Templates
1) I'd like to make some of my custom fields larger than the one-two lines that seem to be the default. Is there a way to do that? Example I have some custom drag and drop text fields, I'd like to make them larger like the "Description" field in the "Requester Details" section when I drag the fields into the Canvas. 2) Is there a way to 'widen' the area for the Drag n Drop fields in the "Canvas" area? Ex. If I create a field like "Updated Phone Number" and drag and drop onto the Canvas, the name
Question regarding Reminder features
We have had a question from a user. I have looked to see if we have a way we can configure the Reminder window and I can't see it, but I am very new to the program Here is the question: On occasion, I use reminders on tickets in the Helpdesk. When setting the reminder, the request ID displays on the screen. However, when I get the email, there is no mention of the ticket ID. I’ve conditioned myself now to remember to include the ticket number in the body of the message but I’m wondering if it’s
Database model
Is it possible to get the Servicedesk Plus database model/schema/data dictionary from somewhere?
Does Dashboard Can be Customized in Service Desk Plus
Hi Team, I need to customize the Dashboard of the ManageEngine ServiceDesk Plus. Is it possible, if possible please guide me how to achieve it.
Searching based on serial number / Serial number empty in list
Several times it happens to me, when i'm searching for an asset in SDP, that there are no results. When i change the category from the left side, for example from Workstation to Smartphone, and redo my search i will find the asset i was searching for. In my opinion, searching for an asset should be performed in all categories instead of only one. Is this an known issue? Also, for all smartphones we have in SDP, the serial number is filled. In the overview, the serial number is not filled. See attached
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