Can we colour code by Techinican
Kia ora everyone from New Zealand. Very new to this product and also not the superuser here at work so i was wondering if we can colour code the requests by technician. i see we can colour code by Group, Priority, status but not by tech 1# is this possible, if so; 2#how can i do it
Change custom requests columns in request list for all users
Hi, I'm searching for option or query to change default columns in requests list for all users. Do you have any solution? What should I do? Thanks for helping
change password, Active Directory
Hello when I want to import users from Active Directory to servicedesk plus, can I filter the import Process users from Active Directory? For example, can I set a filter that does not import password of Users when import users from Active Directory? my senario is when user in servicedesk plus change password, after Import User(s) from Active Directory or use Import Schedule User(s) from Active Directory, password of user change to Active Directory Password. I do not want this to happen and I want
email integration
Hi. I'm using servicedesk plus, and I have it integrated with email, to let the users to open SR. I have configured some alerts in notification rules. The only thoing I don't know how to do is communicate with user via email, I allways have to send answers to users from the console itself. Could be great to enter the application only to change status of SR's, not to answer the users to their SR. How can I communicate with users via email? I hope I have explained OK. Thanks.
Inability to force-own a Change Ticket (CID)
Hi, Is there a way any of the Team member to force-own a specific Change Ticket (CID)? There is a challenge when the Change Ticket owner is on a long leave or on an Emergency, we cannot force-own his ticket since only him or a "superuser" can re-delegate or re-assign the Ticket. Thanks!
Checklist Problems and Ideas
Good Day I really like the new Checklist function. However, I think there are a few things that could be improved. First, there is a character limitation to the Item Name, which limits us in describing what to do. It would be great if this limitation could be lifted. Second, I tried to put some of the information alternatively in the help text field, however most of the time it is not displayed. For example I added some URLs, which are not displayed when hovering over the information icon. It looks
[SDF-81171] agent for discovering Linux, android and IOS
Hi, Is there an agent for discovering Linux, android and IOS operating systems? Many services are located on Linux servers and the SSH protocol is not suitable for their Discovery. Also, due to prevalence of using mobile devices, many users use Android and IOS operating systems, and many of the organization's software work on these operating systems. Is there a plan to solve this problem? Thanks.
Request Type Not Available In Reports
Is there a reason the Request Type field is not available when selecting columns for a Custom Report? Oversight?
Script in iOS and Android not working
Hello, I have a problem with the iOS and Android app, I have a script running in my templates that autofills some data in the request. The script that I am using is below: --> START SCRIPT <-- var fafr_key = "WorkOrder_Fields_UDF_CHAR3"; var api_key = "udf_sline_1"; var additionalFieldValue=$CS.getValue("REQUESTER.user_udf_fields."+api_key); $CS.setValue(fafr_key,additionalFieldValue); --> END SCRIPT <-- The script runs on "Changing of a Field" when the requester is filled. I use this script for
Automatic 48 Hour Hold
Is there a way that a ticket can be placed on a 48 Hour hold then automatically resolve out on resolution? For example, I go to resolution, enter my resolution and select say 48 hour hold from the status. Then in 48 hours if all is well and there is no response to the contrary from the requester, the status goes to resolved and we are done. This would give the requester 48 hours to test without the need to reopen the ticket after it's been resolved. I know I can do this manually by going in, setting
configuring sms sending
Hello , I would like to know which protocol is supported by Service desk plus for configuring sms sending Att
How to Display Integrated Menus to Another Helpdesk Instance?
Hi, We're currently evaluating the ServiceDesk Plus Pro and we just noticed that after we created new Helpdesk Instance, the integration menus such as Desktop Central, MDM, ADManager Plus are not visible in new Helpdesk Instance. Any idea where to set this?
IT asset, non-IT asset
hello i have two printers, one of them is IP printer and other is non-IP printer i want to add them to servicedesk plus, in SDP we have one product type as printer and it is an IT asset My question is what is the best practice in this case?
different login form for admins and users
One of the security features of web applications according to OWASP, There is a different login form for admins and users. How to create two separate login forms in the servicedesk plus?
Apply Business Rules to current requests
Is there a way to apply Business Rules to requests that already exist? The options are only for when a request is edited or created, but I think it would make a lot of sense if you could apply for existing open or closed tickets. The same way Outlook Rules can run and apply on emails.
Remove First Response requirement
Hi, Is there a way where we can remove the "First Response" requirement upon acceptance of Ticket? We would want to lessen the steps needed to complete the Ticket Acceptance. My idea is to have it automated. Send the response to the Ticket requestor upon Ticket Acceptance instead of crafting an email or sending a template or putting a note that adds another step. We would want to implement LEAN on this and remove another step. Thanks!
Additional Fields on ESM Instances
Hi, As I saw in this forum, it's possible to change globalconfig table to grow the initial limit from 50/90 UDF fields to 200. Are these UDF fields common to all ESM instances or can each one have up to 200? Thanks, Pedro
Field and forms rules - Incident template
Hi! I'm creating a new incident template and wondering if it is possible to create a rule if the field Date/Time is less than 5 days ahead you will get a prompt saying "You cannot submit a change that is less than 5 days ahead, please call ServiceDesk....". You will also not be able to submit the request. /Marcus
Log of attachment access
Hi there, Is there a log of activities within a request, especially open/download of attachment? Thanks!
change passwords
Hello in servicedesk plus we can change passwords of users, is it possible to apply the changed password in active directory?
Upgrade windows server standard 2016 to 2019
good morning dear, I have a question, my team uses the service desk plus with the windows server 2016 standard and the SQL server interprise 2016 database We intend to migrate the server to windows server 2019 standard we would like to know if the SQL server database interprise 2016 will be compatible. Thank you. Att
Field and Form Rules scripts
Is there any "good" documentation on building and writing scripts for the field and form rules? There are a few examples but it's hard to build scripts if I cannot find a list of field variables, or command states, or proper coding techniques. It seems this a an amazingly powerful tool but would be even more powerful with a little documentation. Can someone point me in the right direction for something?
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed
hello I have this problem email FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. - The Telnet responds to the server and port - The passworld and email configuracion is OK
Problem in Remote Access in Web RDP
Hi, I have a problem with remote access by Web RDP in any other language except English There is a security problem that I don't know what... how can I fix this?!! please check my screenshots from web remote page in Attachments...
auto close request when closing associated change
Does anyone know how I can automate the closing of a request that is associated with a change? Basically I want to closed the associated requests when the change is closed.
Cannot Adjust Work Log Charge
Updated to ServiceDesk Plus v8216 recently. Now when entering a new work log for a request you can no longer modify the total charge. If you wish to credit the charge (not charge for the work done), i.e., enter a negative value for "other charge" which is now the only field you can modify the other ones are read only, you cannot. Now we have no control over billing other than what ServiceDesk calculates and insists upon. We need a way to adjust the total charge per work log entry. As is, this
Change Request URL
How do I change the URL that is displayed in Email replies, and auto acknowledgements? The URL was originally helpdesk.domain.com:8080 but I have this routed through and NGINX reverse proxy so is now only helpdesk.domain.com. I've followed the steps listed in here: https://pitstop.manageengine.com/portal/en/community/topic/requestlink-displays-https-in-email-notifications, but to no avail. There is no difference. The changes are being applied, as if I change the $requestlink to 'Test' it makes the
Time & Date Value
What is the value of time and date in the system? I am trying to update some timed fields in requests, specifically the scheduled_time value of on hold. how do I generate the numeric value for the value field from a date time picker or the conversion of a specified date and time. "scheduled_time":{ "display_value":"Tue, Sep 8 08:00:00 EDT 2020", "value":"1599566400000" }
ServiceDesk Plus and keeping track of our IT stock of toners, monitors, and keyboards
Hi, We have ServiceDeskPlus Ver 11.0 Build 11002 I want to use SDP to track inventory on items we manage like printer toners, keyboards, etc. Has anyone used ServiceDeskPlus for this? I am not doing something correctly when setting up the Product Type/Products in Asssets. I just want to something simple to track (actual numbers of items in stock) and when we give out one of those items, and to be able to get a report once a month of 'usage' Anyone out there - if you've done this - can you help an
Purchase Request and Purchase Order
Hi I want to submit a purchase order and shorten the purchase process, but until the purchase request is not registered, the purchase order can not be completed in the software. So, when I submit a purchase order and reach the stage of receiving the Products, it does not show me anything. Please check if this process can be done without purchase request.
ITIL process by Servicedesk plus
Servicedesk plus supports several ITIL process? please explain all ITIL process in servicedesk plus
Emails automatically being sent to our service desk email in CC field
Hi, Yesterday we updated to Build 11124. Since then, when ever a technician hits 'reply' within an incident, it is automatically inserting our service desk email address into the cc field. It then displays two emails within the incident for the one email. Can you advise how to disable this function? Thanks Andrew
Share via Trigger?
Can I set the "share to requester" name via a custom trigger or form rule? We want to share certain incidents with other requesters based on a choice on the form. Possible?
manageengine get asset details with custom attribute or unique attribute for user using API
Hi all, I want to get all assigned assets and their details using a custom attribute or unique attribute for a requester or technician. I'm having issues to find the true parameters for may problem. That is xml code that I'm using. Can you help me the solve this problem. <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <citype> <name>All Assets</name> <criterias> <criteria> <parameter> <name compOperator="IS">logon
Close a Change via API and PowerShell (JSON Format)
Does anyone know the correct JSON to close a Change? $JSON = @" { "operation": { "details": { "stagename": "Close", "statusname": "Closed - Completed", "statuscomments" : "Closed via API", } } } "@ [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls12 $postparams = @{OPERATION_NAME = 'update'; TECHNICIAN_KEY = $apikey; INPUT_DATA = $JSON; FORMAT = 'JSON'} $JSONresult = Invoke-WebRequest -Uri $URI -Method POST -Body $postparams -UseBasicParsing | ConvertFrom-Json
Show only own assets
Hi, actually users can view all assets with product type, assigned user and so on when creating a request and choosing to associate assets. I don't want to let users see all assets of the other users, but their own. Is there any way to allow users only to view their own assets? Thanks in advance.
Script to show Day,Week,Month,...
We defined a custom filed and we want when a request submitted in Rule and Filed , run a script : for example: If CREATEDDATE=today Set in UDF: TODAY If CREATEDDATE>today Set in UDF: YESTERDAY ..... If CREATEDDATE=thisyear Set in UDF: THISYEAR var x=$CS.getValue("CREATEDDATE"); var currentDate = Now(); if (x>=currentDate) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Today"]); } if (x>=Today) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Yesterday"]); } if (x>=thisweek) {
restrict ٔReopen Task
How can it restrict technicians from reopening their work?
[ SD-89356 ] Time spent(in minutes) and Time spent in OnHold status(in minutes) time format
Hi Please help me how can get Time spent(in minutes) and Time spent in OnHold status(in minutes) via time format like: 21:34 min on "Request technician assessment"
[SDF-89441] Http to Https Redirection Feature
Hi, http to https redirection is complex. Changing server.xml and web.xml files may damage service desk plus. I suggest adding an option in Security Settings section called "http to https redirect" like attached image. Thanks. reference: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-redirect-servicedesk-plus-url-from-http-to-https
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