update question
If i have several updates that i have missed - should i install all updates i have missed or just the latest one is OK. Thanks in advance
Self Service Portal Customization
Hello to all, is it possible to add an additional button to self service portal? We need an additional button to redirect requester to their own requests. We need something like that: Thanks in advance
How to manage Global tickets
Good Afternoon everyone, I have a quick question about managing Global tickets in Service Desk Plus. Is there a way to close all associated child tickets when you close a Global Parent ticket without merging them together?
ServiceDesk licensing
Hello, Are there only annual subscription to ServiceDesk available (on-premises)? Or license is perpetual, and only AMS is needed to renew?
Change Request Number order
How we can change tracking number of requests or How to customize it!? Now, Ticket number It is arranged numerically (1,2,3.......500..) We want define ticket numbers to (ID01,ID01,ID03,....ID500,...
Add custom java widget to User Selfservice portal
We want add an web-form like (as custom java widget) to requester Self-service portal, it's possible? Now, add url,html is possible.
[SDF-77390] How to delete archive requests
Hi everyone, we have did many test on a system which we want go live, after deleting all the test Requests (created automatically via email from another system, many thousands requests), is there way to remove the archived test Requests? Found there was a topic on this about 6years ago.. Regards Yew Hang
[ SD-87321] No changes to the widget
When I change widgets size, the change message shows saved, but when I refresh the page , all widgets resizing settings are reset and no changes are made
[SD-71436] POST function not working on build 11115
Hi, We have had to roll back to a previous version as the function to POST has stopped working. The script / function works fine on a previous build. def postURL_V3(url, TechnicianKey, operationName=None, json_data=None, params_data=None, files=None): data = { 'input_data': json_data, 'TECHNICIAN_KEY': TechnicianKey, 'format': 'json', 'OPERATION_NAME': operationName, } params = { 'input_data': params_data, 'TECHNICIAN_KEY': TechnicianKey,
Make certain request viewable for NonTech employees
This post is regarding our forms that have been created for Onboarding/Offboarding or Employee Change request. Our organization has a dozen or so different departments. Each department can cover multiple locations. We run into issues where a form (from above) will be submitted multiple times for the same person for the very same reason. The requesters that put in these forms are not ServiceDesk technicians (that is not an option). And by default we do not allow anyone to view their Site/Department
[ SDF - 87651] Change # to ID
How I can Change # to ID
Spamfilter?
Hello guys, I am using my helpdesk as a platform for al my information so i am sending tickets from all kinds of programs as seen below. These tickets generate if a user can't login to my system and tries again and again etc. is it posibble i only get to see one of them. Something like a user can only send a ticket every 5 mins or something ? or is it posbbile to delete dublicate tickets ?
Customize Nav Bar
How do I customize this bar and add my own buttons/links here?
Import Multiple Requests Into Project
HI, Is there a way to import multiple requests into a project. I know I can add one at a time from within a request, by clicking 'Associate Project'. But is there a way to import many requests at once?
Issues with API requsts triggers
When I create requests by api, then the trigger for changing requests does not work. But when creating requests manually, everything works well. What to do?
Page Script - Hide Fields in Assets
I have a large Phone Inventory that is currently managed via spreadsheet. There are dozen's of columns full of information. If this information were to be migrated to ServiceDesk, we would need to create dozen's of Additional Asset Fields to match the columns. These fields ONLY apply to our phones and nothing else. But because these fields would show up on every asset we have, we did not put them into ServiceDesk since it would clutter up every asset page we look at. Is there a way to have these
Set AD Authentication to Default?
is there an option to set AD Authentication to the default when users navigate to the login page?
Assets in tickets
Hi all, Our servicedesk lists assets automatically within tickets based on what i think is the user raising the request, is there any method of changing these assets related to the user so it doesn't link tickets to things like docking stations but rather the pc they are logged into? thanks, Andrew
Define Several incoming Email
Hi, How can Define Several incoming Email? We have 2 email account to get ticket (support & warranty) and how I can add multi Email for get request by emails?
Python script does not work.
I use your script to send an auto reply when new requests arrive. It turns out an error by System Script Action : Executed from business rule id 601. Result : Execution failed Comments : Traceback (most recent call last): File "send_mail.py", line 6, in <module> from functions import send_mail,read_file File "C:\ManageEngine\ServiceDesk\integration\custom_scripts\functions.py" files changed only those that are recommended in the article. what could be the problem. SDP version 10510.
How to define new categories or sub-categories in Change Management section of servicedesk plus?
Under ServiceDesk --> Changes --> Category How can i define new categories or sub categories? e.g. Under category pull down menu, you get "Telephones" or "General", how can you add sub categories under each one of them. Also, how can you add a new item to category list itself?
Prevent automatic backups during update
How to prevent automatic backups during update servicdesk via UpdMgr.bat / UpdateManager.bat?
Not all attachments showing on right after requests merged
If I have two requests, both with an attachment, and I merge them, should both attachments appear in the right hand panel? I'm only seeing the attachment of the parent request. The attachment of the merged request is only shown in the description of the merged request that now shows as a message in the parent request. Is this normal? I think it could be a bit confusing if there are notes referring to the attachments, as anyone reading them might only look in the right hand panel for them.
Help with Update 10514 to 11000
Hi, i was trying to upgrade my servicedesk from 10514 to 11000, but in the process i got this error: Can you help me please with instructions or a manual step by step to do the upgrade please? Thanks.
Notifying new requester
Hello, I have Googled a bit but couldn't find what I'm looking for. We have e-mails that comes from no-replay adress ( order system) and we have to manually change the requester. We can manually send a e-mail but to prevent human error I like to automatically notify the new requester. Is there a way to do that ? Your Version : 10.5 Build 10500 Database : postgres
Migration V 9.0 Construir 9014 to V 11.1 Construir 11114
We are currently counting on version 9.0 and we want to migrate to Version 11.1. Currently we have the free version and we want to know about the migration process (how to do it, what precautions to take in the update to be able to put together a detail of the risks, preventions and requirements to be able to migrate everything. Thank you
"Reply a request" Configuration
Hi, I have the same problem like: https://pitstop.manageengine.com/portal/community/topic/repeating-subject-title-when-replying-to-users-reply-in-requests https://pitstop.manageengine.com/portal/community/topic/reply-a-request-configuration My "Reply a request subject" configuration is: RE:##RE-$RequestId## : $Title My delimeter: ## But, when I try to reply: RE:##RE-4181## : RE: #4181# RE: Before i read about delimeter My "Reply a request subject" configuration was: RE: #$RequestId# : $Title What
Need to send Notification as Calendar Event in Changes in ServiceDeskPlus
Hi Team, I have a Question, if we can send Notification in Changes in ServiceDeskPlus as a Calendar Event. We need to let some our Support Team aware of the Change happening and would ideally like the activity time period to sit as an outlook event in their Calendar so they are aware when the activity happens. without coming into FIXIT.
Admanager templates in Service Catalog
Hi, I have ADMP integrated with SDP all the new user creation templates show up in the admin ADmanager integrated tab, but I would like to get the template selection picklist option in my new hire form under the service catalog. I can see the template id from ADMP when I do a drop-down find SDP for ADMP from tech to create a user then select template and fill it out the details and it works correctly. Is there a way we can use the template id in Service Catalog and show all the templates.
Find tax id in description
HI In the description section of an incoming email that has been created as a request - there is sometimes a tax ID within the description. The tax ID is always nine digits in the format of (12-3456789) How can I write the script to pull the taxid out of description and put it in to the template field? var description_content=$CS.getDescription();
[SD-84723]Applied update - The request will not be considered
Hi We applied the 11008 update this weekend from 11007, Now some if my users are not getting SSO - they have to log in. But much worse is now when they click on a link in the notifications they get the message PLEASE HELP ! my users are going crazy. I feel like if I fix the SSO issue than the request error message will also go away..
Report - Category Tree for Export to CSV and Modification
Hi Guys Below is a query which may be of use to you as you make modifications to a category tree. If you export this as a CSV you can make the modifications you need (add more subcategories and items) and reimport Saves having to do lots of clicking especially when re-designing the Item levels. SELECT cdef.CATEGORYNAME "Category",sdef.NAME "SubCategory",idef.NAME "Item", null "Changes to be Made", cdef.CATEGORYDESCRIPTION "Category Desrciption" FROM categorydefinition cdef LEFT JOIN subcategorydefinition
Page Script Request - Acknowledgment Pop up
I was wondering if a Page Script could be created that would generate a small pop up that the Employee would need to acknowledge. Many of our employee's use different browsers. Edge, IE, Chrome, and Firefox. I often see issues with IE not displaying forms correctly or IE & Firefox are unable to even submit forms. I'd like to add a page script that'll generate that pop up they need to acknowledge that tells them the forms are best used in Chrome. This'll cut down on the trouble tickets we get.
Forwad/Reply to external email id when a request with specific subject created.
Dear Team, I want to send a customized message (which is fixed) and would not reference to any field in the request-i.e. eventually static text whenever a request gets created with a specific text. Is it like this would be a business rule and a custom script would be required. Please suggest. Thanks Joy
Change history records limit for assets
Hello How many history records are possible to see in this tab? If it is limited, Is it possible to change history records limit for assets which are scanned by the system in specific period of time? Purpose is to track actions taken place in a workstation, include software changes.. hardware changes.. ex: Software installed\Removed, RAM Increased\Decreased. We want to have these logs in specific period of time or forever. Regards
Support group schedule
Hello, with Covid19 impact, we have support groups schedules with hours cut, this impact SLA calculation, since some areas in the same site no longer work from m-f and some other areas does. I am required to configure sla calculation based on the workschedule for a particular group. Is there a way to accomplish this? Site configuration is: M-F 8:00- 18:00 hrs. Support group will work: M-T from 8:00 to 18:00 hrs. Thanks, Juan de Dios
Release Notes and Roadmap should specify On Premise or Cloud
There are a lot of new features that have been implemented over the last few years. Thank you, so much for the dedication to improving the product. I would like to know if an addition could be made to the Roadmap and / or the Release Notes for the updates, so that we could know in advance if new features are available in our product. We currently have SDP+ On Premise and have been looking forward to several items that have been released, only to find they are only available in the Cloud version
Custom status when reopen ticket
Hello, If a ticket is in status Resolved and the customer uses the button "Reopen" from selfservice portal, it comes back to status In progress but I want to use the status "Reopened" is there a way, via scripting, business rule or setting to say what status is reopened?
Set/Show Task Once Dependent Task are Complete
Hello! I am attempting to create a Field and Form rule using the Execute Script option. The rule will need to Show/Set a task only once the dependent task have been completed. Scenario: Update to production service is required. Before implementing this update in the production environment, it must first be applied to the test environment first. Your Version : 11.1 Build 11106 Latest Version : 11.1 Build 11112 View Service Pack Details License Type : Registered Version License ID : Product
Customise automatic reply email on incident creation
Hi, I can't find where to edit the email that is sent when a requester emails in an incident. I want to get rid of all the initial variables so I can see the requester and start of the subject in my outlook inbox preview without opening the email. Is this customisable?
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