Forum Search Results
You should fix the Community forum search so that the results are always displayed Newest to Oldest - it's not really helpful when searching community posts to show me items from 12 years ago.
Servicedesk 13000 notifications - why why why
Hi, Looking at version 13000 *beta'. You have updated the email notifications and they look better, That tells me you know they didn't look so great. Thats a good thing. What is not as good is that we still can't add an image (like our corporate logo).
Reply to an email causes appended conversation
Scenario is: Requester emails helpdesk email and also one of the technicians. The requester gets ticket notification. Technician replies via email to the original e-mail from requester - his response is appended to the request created by the requester
How to see group the incident came from
Good day to All. Is there a way to show on the main screen of the incident which group the incident came from if it was moved in the system. Needed to return the incident back to this group.
Merge and Close Tickets if second email arrives confirming OK
We have a number of items that generate tickets like UPS on distorted power or an internet link dropping out that soon fix and a follow up email is received confirming. Like "ups no longer on distorted power" or "internet link up". How can I create rules
Automate ticket via email
Hi All, How do I configure ticket automation when a user emails the support desk? When a user emails the support desk I want the email to automatically create a ticket to a specific support group.
Is there a Database Dict for customer to write SQL?
Hi there, I want to query the worklogs being created last year but I have no idea which table to use. So I wonder is there a DB dictionary or just turn to you for help?
Custom Ticket Creation Response Email based on Description or Subject
A common request is staff wanting changes made to Out Of Office as if they are not capable of this. I have a Solution linking to the MS articles both Web and Outlook client options. I would like to automate sending this to a requester if their Subject
Error sync SDP With Analytics Plus
hi Error sync SDP With Analytics Plus "We're sorry to inform you that error in invoking zoho reports data synchronization tool. Please verify the Zoho User email id, AUTH token key and proxy details Or Please find the root cause referring the logs under
Support Group Process
Hi All, We're migrating from a different service desk system, and I wanted to understand the process for Support Groups, and what is the best practice for Support Groups. Currently with our old system, if a ticket gets assigned a group, when a technician
Change module CAB approval
We are working with the change module and have created 3 separate templates. The Level 3 Change template required CAB approval so at the Stage 3 Approval level, we send approval to the CAB members. However we are are finding that it does not go to all
Custom Trigger Help
Is there any documentation on how the code for custom trigger scripts should be written, IE variables, how too's, general examples for simple things like changing a status based on something, etc?
Access as an admin
Hi, I have 3 instances , and i need to know if its possible to be an admin of all 3, but lets say that as an admin i dont want to see the Human Ressource Despartments Tickets, becuase of private information, salery, other stuff like only HR Department
After upgrading to 11.3 we are being forced to buy Desktop central
When we upgraded several months ago to version 11.3 (I think) the scan agent was replaced with a desktop central agent. We had a bunch of issues and had to get support involved and (eventually) they installed a desktop central integration with a free
Daily notifications for Open incident to technician
Hi All, Is there a configuration whereby it sends out email alert to technician everyday for the open incident and un resolve cases? Thanks
User Survey not sended
I have been configuring the surveys for my users, but when I close the tickets and send the survey manually, I get the following message Survey not sent due to request mismatch with survey conditions. What should I do or how do I solve it?
Allow filtering of tasks on the technician home page
I'd like the ability to filter tasks on the technician home page. Our specific use case would be to view my tasks (as available today) but also allow the drop down for other filters. I understand the option is available on the requests tab, but I'd
Is it possible to add custom fonts to ServiceDesk Plus (On-Premises) version?
We already have the ability to select some different fonts in the customize menu, but our team has asked about adding more options to the list. What I am wondering is if we can add fonts to our installation, even if we have to do it manually? We have
How to stop creating "Re:" tickets
Hi guys, I am using the email to ticket feature but tickets with "Re:" are being created and I do not like it. I tried adding a rule that drops tickets with "re:" but I noticed that it is also dropping requests that have "Request" in the subject. Please
Can you add options to these please?
Hi, Under notifications most of the notification options have an enable/disable button. Many at the bottom do not. Now that I can create my own notifications with custom triggers I want to turn off the SLA notification - but I can't because there is no
Hiding SubCategory and Item if empty
I want to hide the SubCategory and Item drop downs in the new incident form if they are empty. My issue is that when a Category is selected an on category change field rule doesn't show the Subcategory field as it isn't updated with the new values until
REST API technician key invalid.
Hi, I'm sending the following URL through curl: http://myserver.mydomain.org/sdpapi/request/6822/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=09FE...F87 And I am getting the following error message back: <operation name="GET_REQUEST"><result><status>Failed</status><message>Technician key in the request is invalid. Unable to authenticate.</message></result></operation> My boss emailed me the key and I've double checked it. Do we have to activate it or something? Do you have any suggestions as to what
Create an approver automatically when creating a request.
Hello. How to do when creating a new request, a list of approvers was automatically created and the user could not change this list. Service Desk plus 11.1.0 Build 11131 Regards, Zupar
How do I add the "delivered within" banner to a service request form?
How do I add the delivered within banner to a service request form? I would like the end user to be able to see the estimated time it will take for the request to be completed.
How to add one Asset to multiple users?
Hi everyone, Is there any way to add multiple users for one asset? Thanks in advance,
Banner
Hey Folks, Anyone know of any way to add a banner to SDP? I was hoping to throw a quote up for my technicians to see across the top of the page throughout the day. I know of the announcements feature, but we stay on the ticket screen all day, we don't
Technician Login Report
Hi, I need to generate report on the number of times that the technicians logged from a certain period. Could you help me with the query that will include the following details? -Technician name -Logged in Time -Logged Out Time I need to know how may log in sessions each techncian had from last year up to present. Our database is postgreSQL. Please find below the version of our ManageEngine ServiceDesk Plus. Your Version : 9.4 Build 9400 Latest Version: 9.4 Build 9402
Due By Date not shifting out when timer stops - is this expected?
Hello - We have SLA's configured which automatically sets the Due By Date. However, when we service the request, there may be a situation where we need more information from the customer so we have a status called "Awaiting Client Action" that stops the
I can't add a new site.
Hello I have "ManageEngine ServiceDesk Plus 11.1.0 Build 11131" installed. I don't know what happened to ServiceDesk, but it doesn't add a new site or modify existing sites. When I try to add a new site, I get a message "FAILURE: Exception while processing
Hide Task Based on Technician Group
Hi All, I'm creating a template that include some tasks that have to be completed by different Technician Groups, and I would like that every technician could see only the task assigned to their group, it is possible to achive this? I tried using the
How do i change SLA assignment manually to a request?
Hi, im able to assign a SLA by rules on creation. But what can be done to change the SLA assigned after the creation (it might happen, for example, some time that it is wrongly assigned because the requester put a higher priority than necessary and ther's no way to downgrade it later). Thank you
Dueby Date with incidence annot be removed once it was set?
As this is not a mandatory field, why it cant be set to NA anymore?
Send message to all Requesters
Good afternoon. Can I send messages to all Requesters registered with the Service desk at once? For example, I want to wish everyone a happy holiday, and I need to make a General mailing list. Thank you. Your Version : 9.3 Build 9308 Latest Version : 10.5 Build 10503 Database : postgres
Stop preventive maintenance during holidays
Dears, Good Day I have daily preventive maintenance. how can I stop preventive maintenance during holidays Best Regard's, Omar Rashad
How to port over 'Request Type' values to default 'Request Type'
HI All - Back in 2014 when we first purchased Service Desk, there was not a field called 'Request Type' so we actually created it as custom. Years later, SDP released this field as Default and we have just been using our Custom Request Type since without
Pick List from External Data
Can we populate a pick list from an external data source?
shared request
I want to create a request and This request is automatically shared to several technician by the system But I have this error after Created requesting : Result : Failed Message : Invalid JSON format.
Custom Filter: Mentions in Notes
Can we build a filter or a report that will filter requests/tasks by a technician mention? Often we use the Mention feature to notify or ask a question to technician's who are not assigned the ticket. Currently the only way to find these 'mentions' is
Dashboard Widget Display
Hi All I was wondering if anyone else was experiencing this issue? I have a report that is public. I run it and add it to a widget on the Helpdesk Dashboard. The information in this widget is displayed. I then add this widget to a different Dashboard
Any way to shorten an approval link URL?
Hey everyone, pretty new to ME. I was wondering if anyone knew if there was a way to shorten the URL for approvals. Due to some recent spam scares, many users are very hesitant to click links now. The approval URL is a long one and I can see how some
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