Can I have 3 levels of clients ?
In my company I need an client's arborescence in 3 level : We have groups than contains plants than have contacts who send us incident emails. Does someone knows how can I do, please ? PS : sorry for my english level, I'm trying to improve it :)
Possible to have two inbound mailboxes and separate notification rules?
We would like to have ServiceDesk pull in requests sent to a separate email address used by external customers. We already have ServiceDesk installed and in use by the internal business. We would like to have a sub-department in IT monitoring a dedicated support group and performing all work within the tool. However, we are concerned ServiceDesk will send emails to external customers asking them to 'resolve' a request etc (exposing our internal server name). Is it possible to completely seperate
Notification on reply from technician
Is it possible to reply to a notification and the response be emailed to the requestor?
can I modify view in the survey result page?
Hi there, under admin > user survey > survey result. The subject for each are cut-off;it's like they're hard-coded to display up to 18 characters only. the same thing happens on other location as well but i can't remember exactly which one(s). Anyone knows anything about this?
Password in SDplus Ent
Hello, How to change default password policy ? When new account createing ... password same as email address .. is it possible to generate password ,.. and do not use email as password ?
Quiet Add Request
Guys is it possible to get the RequestServlet api to NOT redirect to SDP site?
How to Mark a Normal Change Approval Status to Approved
How do I change the approval status to approved in Manage Engine SDP? We have several change requests that show on the home page as Unapproved Changes. The Change Status is set to approved, but the Approval Status is set to N/A. Can someone please help?
Import Technicians from CSV
Is there a way to import technicians from a CSV like you can import users from a CSV? I have to add 25 technicians and would like a quick way to import them. Thanks, Jason
Parsing emails
We receive emails from another service system. Is there anyway ServiceDesk Plus can detect the request ID in the body of an email message?
Request color codes not working
Following the 8.2 upgrade, all subject lines on the request view turned into blue. I noticed the color codes on the request status customization page however those parameters are not working (not affecting the request view at all) Is there anything that I am missing? Best regards
Automatic monthly backups of SD Plus - how to change backup location
Hi all, I've recently noticed that the ManangeEngine\ServiceDesk\backup directory was quite large. On inspection, found a large number of backup files. These look to be Full monthly database backups. We already have hourly and daily full backups, is there any way we can stop these full monthly backups from running? If not, is it possible to have this write to another location?
Request Auto Refresh
Was the auto refresh removed from requests sometime recently? It's been awhile since I have upgrade and went to 8.2 for the project managment / task changes. We no longer have the auto refresh timer and this is causing some serious delays in our workflow. We have three techs that keep a copy of service desk open on a second monitor and as things come in they see it within 3 minutes and it gets properly assigned. Now, if they are wrapped up in something, they forget to occasionaly flip over
Auto assign technician
Request are are auto assign technicians based on the which support group the techicians belongs to based on load balancing. However @ times request are not assigned even if they are in any of the support groups. How can ensure that any request that comes through is assign to a technician automatically?
Exception while trying to send notification for Request ID : 48412 Mail sending failed.
Anyone know what this means? trying to forward an email from servicedesk to an email address sending to email address from outlook works fine.
Associate Site on Scheduled AD import
Is there a way for Requesters to be automatically associated to a site as part of the Scheduled AD Import?
Adding technicians as project members
Hi; I'll admit, I feel I am asking one of those: 'like duh' questions. But I want to be able to choose from technicians, as my project members, when I create a project the likely members are already listed as technicians in SDP. Via the online admin help notes for SDP I've found these steps (under Projects>Project Members): Adding Project Member(s) Click on 'Members' tab. Select 'Add Members' link Available Technicians'/Users' List already configured in ServiceDesk Plus would be displayed. However,
Incident additional fields
Hello We use additional pick lists in incident forms. After about 300 items we could not add more items. Any solution? Regards, Ercan AKYAZI
1 comment added to all task notifications
Hi, i have a technician who added a task for herself , she then added a comment to that taks. all fine. she then added 3 different tasks for 3 different techs at different times - these tech recieved the auto email which included the comment that was added to her own task. there is not comments in the actual tasks but only in the email. when i look in the servicedesk i can see the tasks and all are without the comment. has anyone seen this before? thanks Russ
Feature Request: Set project owner when creating a project
We've started using the project management module and it's awesome! One thing that would be nice is when creating a project, you could designate the project owner at creation. Sometimes a project will only have one owner (the user entering the project) and it's a little cumbersome to have to create a project, then go set yourself (or another person) as the owner. Thanks!
adding request via API - No such user is available in specified DOMAIN
I'm trying to create a API for our service desk , when it's a local user creating a request it works fine. If i try using my domain creadentials i get - <operation> <operationstatus>Failure</operationstatus> <message>No such user is available in specified DOMAIN</message> </operation> I enter: Username: first.Last Password: MyPassword Domain: MyDomain I'm working of your example API. If you could tell me what i'm missing or provide any direction it would be appreciated. <!doctype HTML
Alert group members by e-mail when a request is left unpicked in a group
Last week I updated my SD+ to 8.1 Build 8127 and now I don't get any e-mail if an incident is left unpicked in a group. Earlier I could select how long an incident was allowed to remain unpicked but now I can't set the time for it. Is this setting moved och removed?
View Descriptions of Category, Sub-category, Items (CSI)
Hi, Is there a way for the descriptions of the Category, Sub-Category, Items be made accessible so Technicians have a guide which one to use? Perhaps a link with to tabular form of ALL the CSI or some text that appears when they select it in the Ticket? Thanks!
Testing enviornment for ServiceDesk Plus
I would like to setup a second SDP System using a unique Microsoft SQL Server database name so that we have a test system where we can apply the patches and updates before applying to the production environment. Does anyone have any instructions on doing so? Can you have the test and production application running on the same Windows server?
Your support workflow
We have used ServiceDesk Plus for quite some time and are curious to find out how other use this great software. What do you do in these situations: - When a supporter has replied to a support request. - When a new support case arrives. - When a support case ended, but not resolved. - When a support case be deferred to a later date. - Keep track of the cases that have the highest priority but still have the cases with less priority at sight.
Change licensing from Enterprise to Professional
Hi, All the while we were using Enterprise Edition, but we were not using all the modules available. Infact we are using Incident Management extensively with Impact, Urgency, Priority and other approval process. What are the major impact if we decide to subscribe only professional and how to fulfill all our existing setup intact. appreciate and advice/comments. thank you. vijay
Reply cc
Hi all, When I reply to a call with a CC, the CC is automatically filled in. I want that the CC field is cleared when I reply to a request?
network discovery
Hello How can I allow workstation service tag, asset tag, serial numbers ,etc… to be collected when scanning windows machines, is there anything to enable in windows
User And Password
Hi good afternoon team: there an option to tell the user that is about to expire your password? I look forward to your comments
Next Release
Hi, Are you able to advise when the below release is likely to happen? Thanks
Email templaye: Close Request Link not working
Hi there, SDP version: 8.1.0 Build 8127 Admin > Organization Details > Notification Rules (any template) There's an option called Close Request Link, but it doesn't act like a link. Just a normal text, not clickable. I resolved a request, which then auto send notification to requester. Then I forward that notification to myself, but it's just a text.
Put request title on subject template
Hi there, SDP version: 8.1.0 Build 8127 Admin > Organization Details > Notification Rules (any template) On the Subject area, perhaps include a [Request Title] variable? Users would not bother nor understand [Request ID#] so this information is not really useful unless they look at the content of the email or go to the web interface itself. Thank you.
Merged Requests Disappear
Hi all, One of our technicians recently merged two requests together, and they both have disappeared. Let's say it was Requests 1001 and 1012. Now, they both seem to have vanished. If we search for either request number,it tells us it is an invalid Request ID. We often have problems were replies to helpdesk emails are created as a new request so they need to be merged. So, I am fairly sure that the technician knows how to merge requests. However, even if there was a problem, searching for either
Can Location be added to business rules criteria?
We have tech locations at multiple sites internationally. We'd like to have tickets from people in location X go to techs in location X (probably by queue name). We can't do this because the business rules don't allow for the criteria of Location to be picked. can this be added as a criteria for business rules? Thanks, Justin
Resolved Closed
Hello, i will add here some pics also to describe my problem very easily, meaning it's not a problem i just want to make the very fast method of closing the request As you know, there is a button, named, Closed, (see pic 1.) pic1 and i want to make such an Google Chrome extension or something to change "Closed" button to "Resolved' button. as i made Inspect element in Google Chrome i saw that a Value of Resolved is 4 and Value of Closed is 3, (see pic2) pic2 how i can make that the button Closed
archive data and then upgrade to latest version of SD Plus and impact
Hi All, This query is related to data archiving and version upgrade. Version : 8.0.0 Build 8016 We are deliberating for version upgrade. Before we upgrade, would like to archive old data. Is there any impact on archived data after version upgrade? Concern here is, once we upgrade, if we are not able to retrieve archived data, there are some issues. Appreciate any advise on above. thank you. vijay
Notification template format problems
Hi, We've been having problems with the formatting in the email templates within the notifications rules section. The font, font size and spacing is never consistent even though this is how its been set. We set the format, save and then if we go back to edit the same notification rule email template; ServiceDesk seems to add extra lines and messes around with the formatting. This means emails sent out to our end users have different formatting within the same email and looks very unprofessional.
Multiple email settings
Hi support, Currently we have two support emails - the noc and the servicedesk support emails. I believe that setup that we adopted is when an email is sent to noc mailbox, it forwards to servicedesk mailbox and then SDP polls to servicedesk mailbox to get the emails. The problem we have on this setup is, there are times when an email is sent to noc, and we forward the email, the sender becomes the servicedesk instead of the noc. Any suggestions to fix this?
purchasing dep.
hello we have in our company a purchasing department, so how to create a purchase order so that the purchase dep. will handle it without the need of entering the vendors and other details by the order creator
Custom third party notifications
Hi, I have an intention to interact with ServiceDesk Plus in such way: I want my custom application to receive notifications from ServiceDesk Plus events (changing request status, assigning tickets to technician, etc). I can use existing API and ask for requests at regular intervals, but it's not seem like a perfect solution. Can you advise me some other ways? Thank you in advance.
Project Management Capabilities?
Does ManageEngine/AdventNet offer an addon module for ServiceDesk Plus for Project Management? Thank you.
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