Reply to a Request and the Insert Web Link does not work
When I reply to a request id sometimes I try to insert a hyperlink and nothing happens.
Layout
Hi, Is there anyway of changing the layout of the 'New Request' form for eg. I want to remove fields such as 'Group', 'Level' etc as they do not add value but cannot find any where i can customise? Thanks Kate
API
I want to know the last comment of the ticket via API Is possible to do that?
New Build Quality - please improve
It seems that every other time I update to the latest build, I run into serious problems. Latest, mail fetching problems, bad downloads, I've had to restore in the past. What gives? I look forward to updates, new features, bug fixes, etc. but can something be done about the quality of the releases? I have a business to run and our business relies heavily on IT responsiveness and I can't do it with poorly written software. Mike Barry Director of Information Technology 508-929-4618
Out of Office Auto Replies
Hi, Was wondering what's the best way of servicecdesk ignoring out of office replies? Regards Keith
setting users to be emailed on SLA escalation
This has to do with SLA's on the service catalog. ie. A user is locking out a warehouse in our erp software. on the end of month this is crucial to business and we give it 15 minutes to to be taken care of. If after 14 minutes it has not been taken care of it will be escalated to tier 2. The problem I am having is that I can escalate to myself and $Ticket Owner but the choose button does not give me the option to add the other technician. Am I missing a configuration somewhere? I don't seem to
Projects module
Hi, Just want to check if it was possible for the Projects module to be configured to send alerts when new tasks are added and assigned to a resource. Is there functionality for this feature? Thanks
Asset Scan reports Office 2010 wrong Procuct Key
Hi, the last version of AE_SCAN.VBS fails to get the right P.Key of Microsoft Office 2010 (while it works correctly for Visio for example). See the atthaced image (the right P.Key is reported in cmd window). In the past I had the same issue caused by an outdated version of the script, but in this case I have the 8.2.0 build 8208. I have tried with an old version of the script that worked fine since some month ago (v 1.30), but the result remains the same. I'm assuming that MS introduced some change
Service Desk Groups
I am looking to deploy ServiceDesk plus enterprise to my organisation The organisation has 3 business units each with there own departments. I propose to may a 'queue' for each department for each of the sites so an IT Queue, Finance Queue etc 1st question is there any documentation on how to configure the security to restrict who can see what with Active Directory groups 2nd Question is it possible for each department to have a dashboard or would they all need to be set up as sites Thanks in Advance
Workflow(s)
Is there a way to setup a workflow that triggers multiple tasks to be created and notify of completion of a task to the next person in line? For example: We hire a new employee. HR requests a new user to be setup in the system. Depending on the type of user, there are multiple systems that this person has to be entered in to, all of which involve different users. What I would like to do is setup something that when a request comes in with category New Employee, it creates a new task for a technician
Is it possibile to create a Change with the REST API?
Hello, I have a simple question: Is it possibile to create a Change with the REST API? Kind regards Daniel
Contract Expiry Notification
Hi everybody We are trying to use the "contract" part of ManageEngine ServiceDesk Plus. I have created many contracts, and for each contract, i give a contract ID ( compulsory area ) which is an internal contract number. I also have created some contract expiry norification, whith some informations send to the contract's responsible. When the responsible receive the notification in his mailbox, in the area "Contract ID", he does'nt see the contract number which is specified in the contract created,
Full data model
Hello guyz, can any1 give me a full data model for SD+ 8.0 Enterprise? Yeah, yeah i know what it is contains over 9000 tables. It doesnt matter. Just give it to me already. Thx a lot.
Can change the service account from LocalSystem to another account in windows?
Dear Support Team, While install ServiceDesk Plus, it use LocalSystem account to start the SDP service on windows. Can I change this LocalSystem to another managed windows account for start up the service?
Spellchecker language
Is it possible to change the language used by the spellchecker to UK English?
using sites or not - advice needed
Hi, I am currently in the process of setting up SDP and so far i have created a "UK" region and 5 sites for our various branch offices. When i import requesters from AD i have ticked using office and department. So up until now it is looking alright. but i am wondering if i really need to use sites and if i by not using them can simplify the setup Basically when i add in licenses i do not have a need to allocate it against IT Department in site 1. My need is just to allocate against the IT department.
Licensing per core in Asset Module
In the asset module I can only assign licenses per processor, server, mailbox, or seat. We need to be able to also assign them per core. Microsoft is now selling licenses this way and I don't have any way to track this in SD.
Notification for unassigned (No Group) tickets after x minutes.
We have a support group email yyy@domain.com with auto-forwarding set in exchange to xxx@domain.com which is the Group email of xxx Support. When the ticket arrives its left unassigned and not with the xxx Support Group. Is there a way for me to set an email notification for unassigned tickets (Not assigned to any group) after x minutes? Same option with the Send notification when a requests in this group is left unpicked, only this applies to tickets with no group assigned initially Thanks
Group Mail Settings
Hello, Need some advise if this is the best way to address this problem. We have a Support Group called NOC which handles all escalations and major incidents. The group email setting in SDP is set to NOC@domain.com. The NOC however is also the same team that handles b2b related incidents which are sent to b2bsupport@domain.com. Within Exchange there is an auto-forward rule for b2bsupport@domain.com to go to NOC@domain.com. If I update the Group Mail Settings of NOC to include both NOC@domain.com
PO - Please Approve Custom Email?
I would like to be able to customize the email sent from the PO module when requesting approval, is this possible as I can't seem to find out were to do this. Currently it looks like this, it could use some work!!!! Click the below link to approve this PO : http://myserver.com/POApproval?dId=TdRCIGihBN8F717QRA8ZHxYivhpcM8DtWk9p8BgAQJdbV0VNhNQjtrVbrLpjIoqb&app=76_-23_-119_-43_122_-95_-27_110 Description : PO# 6 has been modified by
Images in Reply Template SDP 8114
Hi, Is it possible to add images in the template response ServiceDesk Plus? Thanks, Mauricio
CAB Template
Hello All, I've been looking extensively online and have not come across anything remotely close to what I am trying to do. Is there a way that I can modify the CAB, New Change request template? There are certain fields I'd like to remove that are not custom, etc. Thank you.
Tasks
is there a way to bulk add tasks from a csv file?
Change value in a text field under Incident - Additional Fields
Hi All, In ServiceDesk Plus, we have set up custom pick list style text fields in Incident - Additional Fields for our template. The field contains a list of branches. Over time, phone numbers and site names have changed, but we cant seem to find a way to update this list in the database back end. Is there any way we can update these Additional Fields in the database?
Automatically email certain technicians with certain critera
I'm looking for a way to have certrain requests tickets automaically email specified technicians. The basic notificatons don't look like they will work for me because I can't seem to specify the criteria. For example if a ticket has the subject line lf "X is down" I would like that ticket to be emailed to specific technicians. The only thing I can see in the notifications area is the ability to change the template of the email that is sent, not the critera for when the email will be sent. Is there
Creating a support ticket from my website to supportdesk plus
Hi I would like to add a feature in our website for my customers to create a support ticket, which is then sent to support desk automatically with all the support details. Thanks Niru
Advanced Search Options for Requests
Is it possible to do an advanced or fussy search in Requests? I would like to have the ability to search using key words for example System Performance Slow. If I type System Slow it will not return my call but if I search System Performance it will return my call. Is it possible to do an advanced search using special characters? Thanks
PO process
hello i would like to know if there's a standard for the PO process in ITIL with good known procedures so it can be implemented in any company, and is there any way so that the PO approver can attach files to the PO when approving it thank you
ServiceDesk Plus
Hello, I am using the licensed version of servicedesk plus 8.2.0. Whenever i am trying to login, Authentication Required page is opening up and i am selecting cancel option. Then the servicedesk main page got loaded and where i can give my credentials and do domain selection and able to login into the portal. So please check this one and assist me further to do any changes from my side for the servicedesk with the domain page to get load first. Regards, Rajeshkumar Srinivasan.
How to reset SD+ db.
Hello All, WE have a trial SD+ deployment that is going to go live soon. Could somebody tell me how to purge all of the requests from the queue? Best regards, Bertalan
'Email the Technician' is not working for request
Gents, I found the following issue. If I send 'email the technician', there will be no any history about this message in the request. It's a BUG! Helpdesk email is added into CC field by default, but this mail is not added to the request. Please check and fix. SD 8206. Thanks
how to activate service desk plus license ?
hi, i've two questions 1st: how i can activate SDP license ? 2nd: if i install SDP with SQL Server 2008 R2 it's performance will be better than local DB, any any required steps in ME or SQL ? thanks,
Remove deleted users from requester list
Hi, I would like to know if there is a way to have users removed from the requester list once the account has been deleted out of Active Directory while still retaining there history of jobs etc as we have a very high turn over rate of staff.
Nested categories
When a user logs an incident I want them to be able to pick a category and sub-category based on what type of Service Category they have selected. For example, for IT I would want them to see Categories such as User Administration, Computer Issues etc. And for Business Management I'd want them to see categories such as Purchasing. I don't want each of these two Service Categories to see the other's categories. i.e. I don't want Business Management to have the option of selecting User Administration.
Automated Password Reset Tool & Generator
Hi, Was wondering if Automated Password Reset Tool & Generator comes with the enterprise edition, or is this a chargable add-on? Regards KEith
lunch executable files within helpdesk tickets
hi, is it possible to create script to lunch exe files within the service catalog templates? we have certain template which use request to delete certain transaction in our ERP, the requester usually submit the transaction number and then it goes to approval and then to IT, what i'm trying to do is to allow the approval person to click on a script to lunch the exe file of the ERP and show him the transaction before he approve it, within our ERP we can usually create .VMX files which include cmd like
Hide Projects Tab
In the latest version, is there a capability to hide the Projects Tab for both Requester and Technicians?
Request - Field Input Order
Newbie question, but is there any ability to control the order of fields when using the tab key to move from field to field in the request form? I would like to speed up the entry of data by encouraging the use of the tab key and the typing of the first letter of the drop down option, rather than using a mouse to click in each field - but it simply appears to move from left to right across the form. Is there any way to amend this?
Edit Service Fields in Form Designer
I created a New Field for the Form Designer for the Service Catalogue and made a typo. Can't seen to edit this field nor delete it from the list of Service Fields. How do I edit or delete this field from the list?
Acknowledge Requester by First Name?
Hi. I'd like to be able to acknowledge the requester by their first name when they receive an automated response to the creation of a new request. However, when building the text to be sent (i.e. "Customize template" for "Acknowledge Requester by Email when a new request is received"), there is no "First Name" option, and all we're given as an acknowledgement name is "RequesterName". Is it possible, with how it is now, for me to add an option like this? steven
Next Page