change the name of default template
Dear Sir, Please guide me how to change the name of default template..PFA
Group notification
Hi, I dont understand the differences between these two methods for group notifications: 1) notification rules -> "Alert group members by e-mail when a new request is added to the group." 2) support groups -> group name -> "Send notification to group technician(s) when a new request is added to this group" The first never worked for me, in the many installations of SDP that I've done, the second work, but you must remember to add the technician to the notification if you add one to the group (not
Reply from E-mail
Is replying from outlook an option now? I saw this Topic from 12 years ago, and I was wondering if it is possible to reply from outlook. I want o know if there is a way for the technician to reply to the requester from outlook and vice versa. https://pitstop.manageengine.com/portal/community/topic/reply-from-email-client
Install ssl cert with letsencrypt
Has anyone tried using letsencrypt to install an SSL cert for use with servicedesk? I would be interested to hear some feedback... does it work? Is it reasonably straightforward? Can it be renewed using a script, or does it need to be renewed manually? Thanks in advance. Allen.
Change the value of a custom field based on the approuver/stage of approbation
Hi, I'm looking for a solution to set a custom field value( in a service catalogue template for change request) based on the stage of approbation the request is currently on. For this template I have 3 stages of approbation for specific moments in the workflow. If I could name the different stages of approval and have it showed to the approvers It would work perfectly but I have found a way to name the stages, they are always named Stage One / Stage Two / Stage Three. So I tried to build a custom
Query - Recently installed software
Hi, We're using ServiceDesk Plus with the agent installed on our workstations. Is it possible to generate a report that lists all new software that's been installed across all workstations during the last 30 days? The report should also not list software that's already known by ServiceDesk Plus since previous months. MSSQL Regards
How many incident templates do you have?
How many incident templates do you have in your service desk? Do you create them specifically for the more frequest incident requests? Are we better off keeping it to the minimum? How do you draw the line on where to stop granularizing? Template ie: My mouse isn't working I'm having an issue with a periphereal device? Hardware issue
The Survey function does not work.
The link is not formed. http://servername/$SurveyLink The link does not convert, the user receives a link in the form "http://servername/$SurveyLink".
Integration of two portals.
There is a need to organize the interaction of the two portals. Upon receipt of an application with a specific feature in system No. 1, an application must be created in the portal No. 2. When changing the status of the application on the portal No. 2, the status on the portal No. 1 also changes. What are the options? Thank you.
Make Due Date on all requests a mandatory field
How can I make the Due Date field on all request templates a mandatory field ?
Chat bots
Hello! Is anyone out there using chat bots in conjunction with ServiceDesk Plus? If you are, I'd be keen to hear what you're using. It's a direction we would like to go but I'm not really sure where to start! ManageEngine - are there any plans to include this sort of thing in the roadmap?
Question about SAML
Hi, We're interested in using SAML for our logins, since it would increase security for our solution as logins would be protected by Azure AD Conditional Access. My question is what would happen if we loose internet access because of an incident? Would we be unable to login to SDP?
Auto-Assign Case to Technician when they are first responder
Hello, We're starting to get measured on our SLA's and there's a large number of times where we just immediately reply to ticket with initial troubleshooting, only to forget to assign the ticket to ourselves. This results in a first response violation for us. So, does anyone know of a way to Assign technicians a case when they are the first to reply? Take Care, Bill Meaney
Sound chat alert in SDP?
All, Is there a way to get a sound alert when new chats are received (or responses to existing chats are received) in SDP? Thanks! Mark Housler
change technician back to requester
Hi there: SDP Version : 8.2.0 Build 8217 If I change a requester into a technician, it will be removed from the requester list (and added to technician list). What to do if I want it to be changed back into requester? When I do a test (delete the new technician), it was deleted from the technician list but it doesn't re-appear under requester list, so: requester [John] added changed [John] into a technician [John] gone from requester list, new technician [John] added delete [John] from technician
API Assets module in servicedesk plus
Hi, I am trying to fetch the Asset inventory from On-prem Manage Engine through Rest API. The goal is to dump the data into another tool that we use. But when I try to access "assets" or "asset" endpoint, I get 400 errors. Can you tell me the correct Rest API URL to call the Assets module and fetch Assets data? I'm using Servicedesk plus 9.3 build number 9322. Any help would be appreciated. Thanks!
how to make for exemple subcategory a mandatory field
Hi I want to know how to make for exemple how to make for exemple subcategory as mandatory field in creation of request. Kind regards Abdel
Profile Pictures - bulk upload and how shared with AD manager+
We are wanting to get employee's badge pictures as their profile image in SDP. We tried a test in AD Manager+ thinking it would sync over to SDP. So far, not so much. Which leaves us with the following questions: A. What is relationship between AD Manager Plus and SDP as far as profile pictures go.Is there an extra step I need to take if I add a photo to a profile in Ad Man+? B. Is there an "easy" way to bulk upload images to profiles in SDP? I have a folder with .jpgs in it. Do the pictures need
First Contact Resolution Rates
We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: (a) First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support Regards R karthikeyan
KPI for ticket resolution
Hi Team, We have a requirement for setting and measuring the KPI based on the the following while resolving the ticket: First Response Time: We need to take report where in First response time can be recorded and the parameter need to taken in report with actual value and if the set response time has been violated or not. First Contact Resolution Rates: How to check how many tickets have been transferred to higher level of support . Customer Satisfaction: the customer needs to be given a way to
recover deleted reports
Hi, Is there a way by which we can retrieve deleted reports. There were few reports which were deleted from a particular folder. Can you pl let know if the same van be recovered. regards R Karthikeyan
How to expand "Show More" automatically on multi-line fields?
Hello I have created a custom field to contain multiple lines, but when the technician views the issue, the text is truncated and a "show more" link is shown. How can I change the setting for the field to always show the data? Or how can I automatically expand the content of the field when viewing the request? Thanks!
configuration field value in problem templates
Hi i am not getting any option to configure problem template field in in template and form section only two option is showing that is incident form rule service form rule there is nothing like problem form rule so how to to configuration on problem field variables or change field variables ....
Email notifications - Variables for Survey link and New Note
Hello Guys, Product: Service Desk Plus 11.1 Do you know if exists any variable to insert in Mail Notification for: New note Survey Link I already know that survey link works in independent email config but we would like to add the link inside the resolution notification. In the case of New note, for us is important to notificate to requester anytime New Note is inserted to request. Regards.
Script required for auto population of resolution
Hi, I need a script for a service template in form and field rules which can put word "resolved" automatically when the request status is set to resolved. our build is 11108
[SDF-46395] Auto Assign based on First Response
Hello - We don't use business rules for ticket assignment. Previously, we used Spiceworks, and the ticket was assigned to the first tech that responded to the ticket. We'd like similar functionality. Is there any way to achieve this same goal?
***Absence notification for the entire ServiceDesk***
Hi, If no incidents or tickets are processed over a period of time and the requester is only supposed to receive a notification (Absence notification), what should you set? I do not mean one absence per technician, but for the complete service desk, for all incoming inquiries. many thanks
Change default SD+ font
Hello to all, are there any way to change default SD+ font? Thanks in advance
Distinction between Business Service and IT Service
Hi, Can you please explain the difference between Business Service and IT Service as it's implemented in SDP? Thanks! /René
[SD-82112] SDP - Error attach file
Hi team! When a request is created or edited and you want to attach a file to a request or in the resolution of a request, we receive an error message. SDP 10.5 build 10512
Error Upgrade SDP from version 10 to 10.5
Hi team I've updated SDP from 9.3 b9329 to 10.0 b10000 without problems. But with the last update, from 10000 to 10500 is not possible to finish the update. The upgrade manager close suddently few seconds later. Attached you can find logs. I'll appreciate your help.
Jira + Servicedesk Plus integration (third party connectors)
Hello, I am aware as of the last few updates, Servicedesk Plus has been able to "integrate" Jira. However we wanted to have deeper integration. Does anyone have experience with the several third party connectors that integrate Jira and SDP? They boast total integration with all the SDP modules, comments, tasks, etc.
LetsEncrypt with SD
Hi, everyone, who faced problem with making SD more safe with letsencrypt :) At 18365 attempt i've made it with my system, however, it would be helpful for other. So: 1. Obtain your .pem file (already with information of your domain name encrypted inside) and split it into .crt, .key, .csr and ca-crt.crt files 2. Copy https://letsencrypt.org/certs/trustid-x3-root.pem.txt and paste it inside the trustid-x3-root.pemfile you should create to 3. Download XCA https://sourceforge.net/projects/xca/ software
Restrict access to specific Admin functions in SDP
Hi, I would like a technician to have access to review and where necessary update incident templates and service catalogue templates without any further admin privileges, is this possible? Any changes that they would like to do, could these be 'approved' by a SD admin before they are published also?
Custom Trigger for Multi-Select Field
I've hit a wall and need some suggestions. I have a Multi-Select field on my On Boarding form that has a list of all our different applications available to our users. I have Field and Form rules in place that filter this field so it only shows apps that apply to the department that is currently selected. Some of these apps require a notification to be sent to an individual in a department. That way this person knows that a new person needs to be provided access to the required application. These
Backup to Network Share
I'm having trouble backing up SDP to a network location. I keep getting access denied errors. Does anyone know which account needs access and which permissions are needed? I have given servername$ full control permissions on the backup folder security settings but no luck. I found this link: https://pitstop.manageengine.com/portal/kb/articles/how-do-i-schedule-a-backup-over-a-network-share. But it doesn't specify which account needs access. I also found this link: https://pitstop.manageengine.com/portal/community/topic/backup-to-network-share-in-sdp-7-6-0.
Custom Trigger to Share with Requester(s)
I'm looking for a way to share a ticket with a set of requestors whenever a particular ticket Category is selected. I'm thinking this should be possible with Custom Triggers, but don't know enough to go about coding one. Has anyone done something along these lines and would be willing to share how you went about it? Many thanks!
How can I forbid the automatic addition of new servers to the Inventory?
Hi there, I am looking for a way to prohibit ManageEngine from automatically adding new servers to the inventory. Our company excluded all servers (or the server network address range) from the scheduled scan because we host many virtual servers that we don't want to include in the ME inventory. Each time the server network is scanned by the scheduled scan, they are added again. For this reason we have completely excluded the server network as a temporary workaround. For workstations, you will find
Custom Script for CC notification
Hi Is it possible to get a custom script made that I could use in the step for custom trigger? I would like for it to include in the notification ALL tickets that were created when an email is received with a different support group in the CC (or the TO field). Currently I can get the custom trigger to send me a notification whenever two or more teams are on the CC email...but it does not show the other request number. Thanks
Attaching Documentation
Hi I was wondering what other do about attaching documents to Assets, if a document is attached there is no issue control available so the documentation can very quickly become out of date, I would prefer to put hyperlinks to a document store where documents can be held and updated has anybody done this any ideas for adding hyperlinks and where would be good to see what others have done
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