[SOLVED] AD Import / Change - New Department Created under default
We have multiple sites and each site has it's own set of departments, which I have defined and associated to each site. We have made sure that each AD user object contains the correct department name to match the ManageEngine Site/Department. When we
integration sccm with sdp
Hello What happens if we integrate sccm with sdp and add the scanned list of sccm workstations to sdp, then install aget sdp on the workstations? agent scans will be overwritten on sccm scans or agent scans and sccm scans recorded separately in SDP? Regards
[SDF-90633] customize fields on the "Import from Active Directory" page
Hello I want to customize the First Name, Last Name, Middle Name and Display Name fields on the Import from Active Directory page. Is this possible? My scenario is that when users change their Display Name in the program, each time the data is synced from Active Directory via the schedule, all the information returns to its original state, and the Display Name changes to the field Display Name in Active Directory. Is it possible to customize the Display Name field in the new version of your software?
Chased Incident Marker
Is there a manual marker, or way of calculating, how many times an Incident ticket has been chased by a user?
godaddy wildcard ssl for SDP
Hi i have a wildcard ssl certificate which is not in .PFX format , how can i add it to ManageEngine SDP i couldn't find a solution for this please help.
Moving IT Assets
Is it possible to move IT assets? I have several laptops that were placed in the "Desktop" tab under IT Assets, but I need them to be moved to the "Laptop" tab.
SDP - Mark request In Progress after requester reply
We recently started using the RLC functions and we are noticing a small issue in our SLAs and timers. We have a "Need More Info" status, the timer stops while we wait for a reply from the requester. We have also been using colors to assist with knowing what we are supposed to be working on. If the requester replies and the color & status stay the same, the support team is missing that they are supposed to start working on it again. I know there is a red envelope but that is not catching their
[SOLVED] Self service Portal - Customize the Request a Service icon, HTML customization
Is there anyway of rewording the content within the Request a Service icon? Ideally I would like to change the words 'I need something New' with something else? I've clicked on edit but cannot see the option to update this. Thanks.
Multiple Languages
Is it possible to view ServiceDesk Plus in English and Spanish? We have teammates that only speak one language and this is causing an issue with our Spanish speaking teammates. I installed ServiceDesk Plus with English.
AssetExplorer - SNMP trouble with Cisco Switch
Hello Guys, Anyone had troubleshooting experience to share regarding SNMP communication between AssetExplorer and Cisco Switch ? I have AssetExplorer 25node version running on a VM and trying to get information from Cisco switch. Cisco Switch Model : SG350-52P SNMP service enabled RO community string configured, version 2, running on UDP port 162 added the IPv4 address of AssetExplorer into Cisco switch I have already added an entry under AssetExplorer > Cred Library with correct string and port
Removing a ticket Approval?
Hi, I was wondering if there was a way to revoke an approval that is no longer needed? Thanks.
add software to workstation
Hello "add software" does not install software on the workstation, so what happened when we added software to a workstation? Regards
Search tickets based on criteria via Powershell API
I want to search through tickets based on certain critera (see below) and output the ticket number/subjects at the end. I'm getting hung up on the subject line, as I want it to be based on finding duplicate names inside. How could I go about doing this? Search criteria: -status: not closed -and not resolved -group: Helpdesk -requester: HR -subject: contains the same usernames (can use regex to filter the subjects if necessary) For example (assuming tickets below meet status,group,requester criteria):
Field & Form Rules Issue
Dear, I want to create a dropdown list for different groups .. for example : Access to ERP - Access to the Server once the user click Access ERP should the group change to ERP. Also when he click to Access to the server the group will be change to system admin. I tried to used Filed and form rules but it is not working.
Self Service Portal Widgets
There are currently widgets for "My Request Summary" and "My Assets" for example. I would like to create a widget to display "My Relationships". This widget would shows all the CI Relationships for the user. I would in reality scale this back to specific CI Types that I am interested in. Has anyone done anything like this?
Update Fields Based on Description
Hi, We're looking to have an outside service send in an email with basic ticket information for ServiceDesk to pick up. We'd like to route the ticket to the proper group and update some additional fields based on the image attached. I assume a script will assist but looking for guidance. Thank you.
Enable 'Changes' for end users
Is it possible and if so to enable the module 'Changes' for end users? Today our end users can only see the module 'Requests' when they want to create a ticket and we do have a need to follow a specific process such as presented in 'Changes' module for deviation tickets.
Attachment details not getting from old conversations from a ticket(request) via API.
HI Team, please assist to handle the API section for view notification and conversation API part. I have got the attachment details from only the latest thread of ticket, can't get any info about the older threads attachments. I am totally stuck on the attachment getting section of older threads of a ticket. Build Type - On-Premises, Build version - : 11.1.0 Build 11128 thanks and regards, AJAYAN.C
mass edit service catalog
Hello, Is is possible to add a field to all of my service catalog templates all at once instead of changing each one individually? Thanks.
disposal cost
Hello In the Assets section after selecting my desired asset and then going to the Financials tab, I can add a disposal cost for the asset. Can you explain the disposal cost to me and tell me why I can add the disposal cost several times for a product and finally why the status of the asset does not change to disposal after adding the disposal cost? regards
price
hello how i can see the history of price for a product in a vendor? the price of a product in a vendor usually will change, can i see the history of this changes in servicedesk plus?
AD Sync - Remove disabled or deleted users
You can use AD sync to import users/requestors into SDP. What happens when users leave the organization and their AD accounts are deleted or move to an unsynced OU. I tested this and that user never got removed from SDP. Is there anyway to automate removing users from SDP? Will that also delete any history of requests they have made?
Associating sites against requesters
Hello, Previously our helpdesk was configured to not use sites, however this is a huge security flaw where requesters who login to the helpdesk can see all requests not associated to them. I've now introduced sites but want to ensure all requests coming in to certain requester accounts are associated to sites, what is the process for this? I also need to manually update near 25,000 requests to counter act these changes. Thanks, Luke
VoIP
Thanks for the good article [Term of the Day]: VoIP https://pitstop.manageengine.com/portal/en/community/topic/term-of-the-day-voip Recommended software in that article is useful for general users and public. Organizations use PBXs such as FreePBX, Asterisk, 3CX, Elastix, Issabel, or Unified communications such as CUCM, Webex, Skype for Business, and Adobe Connect. Does ManageEngine ServiceDesk Plus have plans to support VoIP or at least two or three of these applications? Given many requests for
AI chat bot feature
Is there an AI chat bot feature available in Service Desk plus on premise?
Login form
I translated all text and Russian is everywhere. but only the login form is still English! Why?
Automatically assigning technician to tasks
Hi there, Is there any way we can automatically assign a technician to all pre-defined task within a template once the incident request has been assigned? (ie if request has been assigned to technician, all underlying tasks automatically assigned to them)?
[ESM] Display Assets from Main Helpdesk to New Helpdesk Instance
Hi, Since we use integration between SDP and DC, we know that the assets synced from DC to SDP (main Helpdesk) under Assets tab will successfully display. Our concern is that, we have another Helpdesk Instance and some devices in Main Helpdesk Assets should be displayed in this new instance in order to assign to Users and attach to requests. I couldn't find ways how these device appears in new instance. Appreciate any lead. :)
Is there a way to measure technician responsiveness?
I can create an SLA, but it looks like it only applies to the first response on a new request. I'd like to apply that same concept to subsequent responses to existing requests. E.g. If SLA is 4 hour response during business hours Ticket 1234 comes in on 9/1/2020 12pm Ticket 1234 assigned to technician JSMITH at 3pm Ticket 1234 technician response by JSMITH at 3:15pm Ticket 1234 user reponse by 9/1/2020 at 3:30pm Ticket 1234 technician response by JSMITH on 9/4/2020 at 9am In this scenario, the technician
best practice for components of computer
hello what is the best practice about components of computer case like motherboard, ram and cpu? can i add ram or cpu as an asset component?
Cancel Request: Use Close Status
We'd like to use this new feature but don't want to add more status types. How could we use the Close status for the Cancellation workflow?
Service Desk Plus - Announcements - Possibility to be alerted when the announcement is removed / updated
On the Self Service Portal of the Service Desk Plus, in the Announcements section, it would be very usefull for end users to be able to "subscribe" to an announcement and be notified in his / her email when the announcement is removed or updated. If the announcement is reporting a global issue, the end users would then know when it has been resolved.
Update actual start and end dates of task based on the dates set for the related work logs
It will be very help to keep track the actual schedule of a task if the system can: Update the Actual Start Date of the Task with the earliest Start Date of the related Work Logs. Update the Actual End Date of the Task with the latest End Date of the related Work Logs.
[SDF-38713] Restrict each group to its assets
Hi, All technicians on a site can see all assets of that site. My scenario, for example, is that "help desk" group only sees workstations, "network" group sees only network equipment, and generally each group sees only its assets. software has a feature that only restrict request and change and does not include asset. Is there a solution to my scenario? Thanks.
SDP "New Request" Widget missing in Portal Homepage
HI everybody, after upgrading to ver. 11 the "generic" "New Request" widget disappeared. Now there are 3 widget (Incident, Service request, solutions). This configuration it's non ideal for us... It's possible to restore or create a widget in homepage portal to link to directly Catalog ? thanks
How do we remove technicians from cc list
Hi Team, Often we receive an email sent to our ticket email address but they also cc various technicians into the email, so when we reply to the ticket it includes the technician in the reply email (which we can manually remove). Is there a way of removing the technicians from ticket so that they do not receive email replies? I'd be happy to do this automatically if possible, otherwise on a ticket by ticket basis. Thanks!
[SDF-88993] Adding Checklist to Request
We are currently on Version 11.1 Build 11125 I've created a checklist and added it to a template. However when I take a request that has already been created and change the template, it doesn't bring the checklist with it. And I'm also not able to add the checklist to any request like I would be able to with a task. There is no option to Add New or associate with the request. Is this by design? The only way I seem to be able to use the checklist is by creating a new request with the template that
Determine the weight for Incident requests
A technician has 10 Incident requests, each of which can be resolved within minutes. But another technician has 10 Incident requests, each of which requires several hours of work How to determine the weight for Incident requests?
Field and form rules in ServiceDesk Plus
I have ServiceDesk Plus Version 9.4 Build 9413, so I try to add cost estimations in my request but I can't so anyone have solutions note : I check this video https://www.youtube.com/watch?v=wM5T8GNhArY but still have the same issue
Date/Time numeric format in query!
Hi, When I cerate a query, all of our ticket's CREATEDTIME show up as "1169135575865" Also: Assessment start time, Assessment start time,TIMESPENT , and CREATEDTIME Why? SELECT wo.WORKORDERID AS "Request ID", au.FIRST_NAME AS "Assessment technician", woa.EXECUTEDTIME AS "Assessment start time", wti.ENDTIME AS "Assessment end time", wti.TIMESPENT AS "Time Spent", au1.FIRST_NAME AS "Assessment technician changed to", ao.FIRST_NAME AS "Technician changed by", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME
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