Requests on hold changes to open if activity on request
Is it possible in some way to set the settings so that when someone send an email to a request that is onhold the request status get changed from on hold to open? Also would it be possible to set a request on hold for a specific timeframe and after that the request gets opened again and need to be set to on hold again if needed. A notification that the request is now open I think is needed in the two suggestions above Best regards Peter Samuelsson Sodra Skogsagarna
ITIL + Comic + Fun - It's also a 2013 Calendar!
ITIL Comical Calendar for Free! Have you come across a calendar which is based on ITIL? Here's a not-so-serious Desk Calendar based on ITIL, which we hope brings a smile on your face. We can't wait for you to start using the calendar, which is why we'll ship it to you for free. All you need to do is send us your shipping details, and we'll get the elves working. Go ahead, Check it out! And send us your feedback. Now, who says ITIL has to be boring? Know more... Bharathi Priya
Extra license for Technicians - Service Desk Plus
we have bought Service Desk plus with 20 Technicians License, How can we get 05 More Technicians Licenses.. And how to add this License.? What will be the Price for Extra 05 Licenses. Regards,
Software assets being listed as Workstations
We recently reinstalled and started fresh with MESD Plus (enterprise edition). I am currently filling in for the person who is supervising the helpdesk while they are on vacation, and it appears that they didn't follow the procedures I had set out for them when setting up assets. I am seeing software licenses categorized as workstations. I need to be able to change this back so that I can properly track licensing versus hardware. I have tried to edit the product type and set it as software, but I
Importing assets and components
I'm trying to import a bunch of non-IT assets that contain several components. How do I import the components in to automatically have a relationship with a particular asset? I was thinking of going straight to the DB and do update queries but wanted to find out if there was a more straightforward way.
Attache picture to requesters/technicians
Any way to attache pictures on requesters/technicians so you can view it when you open a ticket generated? Thx
Allow a requestor to view certain types of tickets
I know there is a way to give a requester access to view either all requests for a site or in their department. I am wondering if there is a way to give a requestor view rights to a custom view of requests. For example. If there was a custom field that designated a request as Safety Related (yes/no) I would like our safety manager (not a tech in our department) to be able to see all those requests. Is this possible? Thanks, Joe
approver rejects request
Hi, In the workflow of service catalog while approvers reject the request. request allocates as unassigned. so the approver and technician cannot see this task anymore to reply or close it. Consequently administrator who can see all the requests should assign that request manually to the required technician. What can I do to mange this manner? Best Regards
How to get history of request using Servlet API?
Hi, I am using Servlet API to extract request's information (http://www.manageengine.com/products/service-desk/help/adminguide/api/servlet-api.html#about_servlet). Can you please help me how to extract the history of request using this API?
How to resend log in details to users already set up
We have been parrallel running servicedesk with our 'old' helpdesk. All the config has been done, and users set up. We are now ready to roll out servicedesk to selected customers. We have configured the email in the 'send self service log in details' for the customers. Is there a way we can send this out for requesters already created? Or does the email only get sent out when a new user is initially saved (and the 'send email' function is set)? Thank you
Customise the Requester Portal
Is it possible to customise the page that appears when a user logs into Service Desk to log a request (the portal)? Currently the information that is showing has no benefit to the customer. I wanted to hide the solutions information, the 'Whatch this portal usage video' ... and instead include some graphs that is used in the Dashboard... I've looked throughout the admin section of Service Desk but cannot find what I'm after. Thanks Nicola
Wildcard SSL Certificate
Is there a step-by-step process for installing a wildcard ssl certificate? My certificate is issued from Godaddy.
Sites on Service Desk
Hi Guys We are running the service desk plus companywide now to run out IT helpdesk We have multiple site offices that start-up and demob all the time, so we made a custom field within service desk so when users where logging a job they could select the site they was at. I see now there is a default field called site - but when a user is logging a job this field is not selectable? I’ve had a look around I know how to populate the list - but not how to enable the box so users can select the site
Can we change the resolved/completed date on a request?
Hi there, 1st question: what is the difference between resolved date and completed date? 2nd, as the subject says, is there a way for us to change the date? The reason for this is sometimes we create new incident (and close it along with the resolution) for something that happened during weekend or late at night. Therefore when we putting in the record for it, we need to set the correct time and date (for when the incident arise, and when we resolve/close it). When I tried to edit the request I've
Unable to add technician
Hello, I'm trying to add a technicien in my servicedesk application but I have an error. My error is the following :Unable to save technician : Login with same name already exists. Please provide different value for Login Name. I have verify the Login Name and it doesn't exist ! When I run the following request : select a.first_name'First Name',al.name'Login Name',sd.status'Status',sd.userid'userid' from aaauser a left join aaalogin al on al.user_id=a.user_id left join sduser sd on sd.userid=a.user_id
Approval Link
hello i am trying to get the link functionality to work under 'Actions' on each Request you have an option "Submit for Approval" which can be used to send an approval link to your manager from which your manager can see the Request details and approve the Request. i am able to generate the email, but there is no link for a manager to approve how am i able to generate the link? Thanks!
Requester's asset
Hi, I've a question about requester's asset. When I was edited existing ticket and tired to change requester name. The asset doesn't change follow new requester's asset. I have to manual change by myself. I'm not sure is it a bug or software designed? But I noticed that it should automatically change. Thank you, Sakarin
Logo will not change
I searched and did not find an answer to this one... We have 2 licenses for ServiceDesk Plus (for 2 separate projects). We were able to to change the logo on one and add our own to the log-in screen and top left corner of the app. But on the second one, I've added our logo in the settings, but it simply will not update in the software. Can someone please assist with getting our logo to update into the software? Thank you Dave
Multiple approval stages for service request, when added from 'actions tab'.
Build: 8114 Enterprise Edition. Scenario : With the inability of resources and small end user group, We are planning on just having one template for service request. The approvals for the SR will be added once the it has been raised. At this point from the 'actions' we can set multiple stages of approval,which is fine and the way we want it. But once the stage 1 approver has approved his/her SR , the technician will have to go the sent to the second approver. Is there a way where the system will
2 different ServiceDesk facing off
Hi there, Our ServiceDesk is communicating with another ServiceDesk from a different company using Trouble Tickets/Incidents/mails. The problem is, when there is an incoming email from that other SD, it also has the ticket ID in its subject, with the value ##TicketID##. As per default, SD will try to add the incoming email, which has been fetched, to the appropriated Ticket/Incident with the specif ##xxxxx### ID. This will results, that incoming emails from that other SD, will be merged to existing
Set up SMS Service in ServiceDesk
Hi, There is a question about setting up SMS Service in Service Desk and what service does it need? GSM Service? Bulk Service? or any other service? Could you please help me in this case? And is there any way to send a sms to users while there is a reply to their task? Best Regards
Searching for users. (Eval Question)
Is it possible to search by username in ServiceDesk to find what machine a certain user is using for remote control purposes? We currently have this capability with our current asset management system and have found it very useful.
Assign tickets to Support Group via email address
I've just inherited the role at an organisation looking after the administration of the Service Desk implementation. One of the first changes I'd like to make is changes to which groups are assigned tickets based on the email that a request is sent to. I've found 2 options that appear will assign the ticket to each group based on the email address, but unsure what the real difference is and what option is best if they are in fact different? 1. Assign an email address to the properties of the Support
Change Module - Alternative Ticket Closed Status
Hi, I would like Change Tickets to be able to be "Closed" with a status other than completed; ie Abandoned or Cancelled or Not Successful (Rolled back) Currently when you close a Change Ticket it sets the status to completed, but if the change was abandoned (or any of the other options above) it was not completed. I could delete the ticket, but this does not allow me to then track the number of changes not implemented. Is there a solution to this already? if not, can this be added as a feature request.
mail server outgoing settings
Hi there, Here's the what happened. We set the outgoing mail settings as SMTP port 25 with no authentication. sending notification works. Then we create a new user in Active Directory, followed by a mailbox for it on our MS Exchange 2010 server. This is to set the incoming settings as IMAPS (TLS enabled) on port 993, using username as domain\username and password of the newly created user. The settings works (at least there's a note above that says so). Now, we thought: "why don't we secure the outgoing
Auto assign a request on closure?
Is there way that when a request is closed, the technician who closed it is automatically assigned to the request? The problem we have is that a technician has to pick up a request, the screen refreshes and the request is now assigned but lost the tick to select it, the technician now has to re-select the request (or requests) and close them - this can be time consuming and tedious. In our previous help desk (Sysaid) a technician could select a number of requests, assign them and close them in one
Query for Opening and Closing tickets as well as adding notes?
I have a customer ticketing tracking system I have developed myself. I want to allow users to reply to a ticket, which will add their reply in the notes section of the ticket in ManageEngine Servicedesk Plus which our Techs use to work tickets. Also, if the ticket is closed I would like this reply to open the ticket back up again. I have tried running Insert statements to the notes table only for it to show it was successful and the record as being there (in the DB) but then it disappears (the note
Build Update Email Listsrv
I would like to be added into the list who get email when a new patch is released which usually has the information about bug fixes and new features.Instead of checking it on the website. Thanks
new user can create his account in manageengine servicedesk
Hi Team, I am setting up the Free of the Helpdesk Standard (SLA) , I want Know can we enable new user self log in on manageengine service desk portal for request. I am using manageengine service desk in work-group environment . for example : I am a new user and i don't have log in id of manageengine service desk portal. can i create my own log in profile in manageengine without administrator help .
How do I change the "Allowed to view" option for all users in my DB
Hi, I have over 9000 users in the DB that are linked to a department / Site. I woud like to allow all of them to view all tickets under that site / department. How can I do this in the DB without having to update 9000 users individually from the GUI. thanks, Robert
edit request using rest api
Hi all, I'm not practice about REST API, so I need some help. I'm trying to edit a request using http post method, but I don't know what I'm doing wrong. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request/5" method="post"> <input type="hidden" name="TECHNICIAN_KEY" value="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"> <input type="hidden" name="OPERATION_NAME"
Link field options to Request Type
Hello, My organization is currently in the process of revising it's categorization scheme for incident management. As such we are hoping to clearly delineate between 'Incidents' and 'Service Requests' which have had their lines blurred for our technicians. Is there any way to change (or even limit) what a specific field (such as Item) can be set to based on another field (such as Request Type)? For example, we are hoping to disallow the "Item: Initial Configuration" option for "Request
technician is online ??
Sometimes I have to stop for maintenance. Is there any way to know which technician is online ??
Manage Tickets open on external companies
Hello Everyone, What would be good to manage an external ticket opened with a Internet Service Provider, for example? Supose we received a request telling about no Internet access and we found Internet link is down and an external ticket need to be opened at ISP, how to control/register it? Best, Eduardo
issue in Change Management Interface
ServiceDesk 8121 How to reproduce this issue. Open any existing Change, open tab Implementation. ALL: Don't do IT !!! If you will click on the 'Description' tab on the 'Work Log Details' section -- you will see NTLM error. Now you will not see any details on the Implementation tab for any Changes. FYI. Support Team, please check and fix. Thanks
Change to Request Screen replace creation date
Hi, I have installed a trial of ServiceDesk MSP. Is there a way of changing the request screen to show open requests by account in order of their last updated date? Currently the request screen shows 'Creation Date' as a column, and they are sorted by this. I think it would be more useful to display the last updated date and sort based on this. Regards Gavin
MS SQL database connection
Hello to all, could anyone tell us where is SQL credentials stored on SDP installation? Thanks in advance
not notify ticket in new incident
Hello everyone, I have a problem with Manage Engine ServiceDesk Plus When I create a new incident I do not want to notify users with an email, just create a ticket. in fact I want to choose whether or not the user gets an email for every new incident I create and when closing a ticket. the problem is not due to the email beeing sent but for some cases I create I want to have a box I can unmark so a notification wont be sent. I already tried changing and browsing for a similair setting in ME, but
Edit API responce screen
Hi, I have created several API forms. All are working fine. But as confirmation screen is unfriendly for users. Is there any chance to get rid of this: <operation> <operationstatus>Success</operationstatus> <workorderid>64246</workorderid> <message>Request created successfully with WorkOrderID : 64246</message> </operation> and create custom message? Thanks for any help. Pete
Make Site field mandatory
I need to make the Site field mandatory when a requestor is submitting a request. I went into the templates and it seems that this is the only field that is not able to be made required (There is no pencil icon beside this one). Is there anyway to do this?
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