Self Service Portal Customization - New issue
Hi There Is there anyway to add a big button to this for new issue or have when you search the "How can we help you?" new issue be part of that. Dave
database Query to Update an special status with another status in request history
I defined a Wrong status in System and some of the requests are done by this status. now i have to update the requests' history with the correct status. Can anyone help me with that?
Sort and Customize asset fields
Sort and Customize the order of display of asset information fields Default fields and new custom fields too.
REST API v3: Filtering assets from JSON input.
I am attempting to use the REST API v3 via Powershell to get a list of all assets in Service Desk. However, I would like to pre-filter this list, since we have well over 2,000 assets listed, most of which are not relevant to my needs. I would like to filter by a specific product name. Here is how I am currently fetching: [int]$index = "1" while (!$check) { $input = @" { "list_info": { "row_count": 100, "start_index": $index, "sort_field": "name", "sort_order":
task tab
Hello, i have many technician that complain it is annoying to reach task list. technician's work in team and the filter they use is a custom filter of all task for their groups all pending. so, to go that list they have to click on home, then in the dashboard widget on show all task or going in the menu and select all task in that menu. for all others there is one click but task. I'v also being ask to change the dashboard of my task to the filter they use in task list. is there a way i can achieve
Reply templates/placeholders
HI, I was wondering if there was a way to have a placeholder for when we want to reply to a client. We don't want to use the automated response but if we could have a placeholder for when a ticket is resolved and we can change small details about the reponse that would be great Thanks
Check Request Approval Stage Through Script
I am wondering if there is a way of checking the current approval stage of a request via a script.
Approval Settings
Hi, I'am sending approval to several people at once and i want request to be approved only if everyone from, lets say "approving committee" accepts. Now I'm receiving approval status as approved even if only 2 of 3 commitee members approve the request. Is there any posibility to make change to the system to make it recognize request as approved when all of committee members approve it? Regards, Michal
Register Account by User in ServiceDesk
Do you have any ideas for the ability to register the user by himself in ServiceDesk? Like: Register or Create Account in Social networks.. Consider this scenario: IT provides a service to the customer, IT has a customer account. But the customer provides that service to the consumer, the consumer uses the service, but there is still no consumer account in the ServiceDesk ! to deal with his requests... Except for creating an account via email, Is it possible to complete a form and register in ServiceDesk?
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Service desk Plus Build 11.0 Build 11006
I want all New Emailed requests to go directly into an IT Service Group rather than have to manually assign them to this group
How to parse information from ManageEngine SDP to PythonScript
I have created a python script to get ticket information using hard coded information(ticketID,technician_key), my script can grab the requested ticket successfully using api/v3/request. My question : Is it possible to 'grab' ticket ID and technician key automatically based on what my user input(ticket id, technician key) from CyberArk? Trying to integrate CyberArk with ManageEngine SDP.
Status Codes
Hi, In the problem module, whenever the status in changed the same is updated in the history. For eg: STATUSID Changed from 1 to 4203. STATUSID Changed from 5101 to 1. Is there a co-relation of these status code to the one actually defined in the tool.. Maybe 4203 is "Root cause Analysis", 5101 is "Resolved" How do we check this in the tool. Info on the above will be helpful pl. Regards, R Karthikeyan
Add notes to Request from API
I need to update an Onboarding ticket when I add the employee to our domain. I have an app to do all the work, but I would like it to update the ticket. At first I simply wanted to change the related task in the ticket to resolved, but that appears not to be an option, so I suppose the next best time would be to add a note that the work is completed. Is there a way to do this?
SDP Notificatoin only for internal user
Hello everyone, This topic sound repeated, but allow me to ask again. In the SDP, we would like to provide the acknowledge / notification for internal user only. Our current SDP fetch mailbox will contain everything from internal and external. And we would like to enable the notification only for internal user. So it would let external parties aware we have the ticketing system implemented. Because they won't have access anyway. I tried to use the "Junk Filter" option, but it doesn't look good, Is
How to stop Auto Responder for specific TO Addresses
Hi We get a whole lot of different email addresses forwarded to Service Desk, however we wish to prevent the Acknowledge requester by e-mail when a new request is received. notification not to fire for one of them. Is this possible? Currently the rules only work on From addresses, not TO addresses.
Best method to track docking stations and monitors
I currently have Docking Stations (for laptops) and Monitors set up as Asset Components, and this will work to assign them to laptops, except in a particular case. We have a satellite location that has 'shared' docking stations and monitors set up in a room for general use when we have remote employees visit the office. What is the best way to assign these as "In Use"? I cannot tag them to a person nor assign them to a location as they have to be tied to Assets. Should I track docking stations and
Field restriction
Hi I have included custom field in incident template, i want to show that field to the particular group and need to hide from others. How to do this restriction? Regards, Karthikeyan
Demo site
Why is the Demo site different from our ServiceDesk test environment. We are on 11004 build so shouldn't they be the same. I don't see the Checklists in our test environment and the Technicians & groups option are not on the bottom for chat.
Besoin de script
Grisé un champ en fonction d'un utilisateur dans gérer le catalogue de service moteur Besoin d'aide au niveau du Script.
Create Task Via API
I would want to have a task automatically created once a service request has been approved. How do I implement this using Powershell or Python and the REST API?
Fail update
Hi. We tried to upgrade from version 10.0 (build 10000) to version 11.1 (build 11104) and received an error (see attachment). The link is indicated in the error, but there is no description of this error (the latter is only 1008, but not 1009).
Features Comparison 9.2 Vs Latest version
Hi Team, 1. We are currently using Manage engine Service Desk plus 9.2 . 2. We want to upgrade to the latest version . In the process would like to know if there is any link/ wesbite wherein the additional features in latest version ( as compared to 9.2) is listed out. 3. This will help us in getting approvals for upgrading to latest version pl. Regards, R Karthikeyan
Postgres database connect
How to connect to the postgres database remotely? Use SDP Your Version : 11.1 Build 11104
How to fill in the email of users in an additional request field.
Hi. I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field How to edit this script so that the value of the e-mail field is returned. That's not working. " <API version='1.0'>"+ " <citype>"+ " <name>"+CITypeName+"</name>"+ " <criterias>"+
Notification not working
After Service Desk upgrade 11103 version this notification not working Acknowledge requester by e-mail when a new request is received. please help me
Office 365 supported Version
We are using Manage Engine plus 9425 Version. We are already migrated our Exchange server to Office 365. Need to know that, Will this version support office 365 mail settings (smtp)? if not what is the correct upgrade which support Office 365?
FCR script
Anybody have a script to accomplish the following?: 1. IF Group = ServiceDesk AND 2. On EDIT - Status = RESOLVED Prompt message "Please check if FCR" {Display YES or NO} = response IF Response = YES, SET FCR=TRUE, else SET FCR = False I hope I pseudo coded that so it's understandable. Basically, if the group is "ServiceDesk" and they resolve a request, We'd like to prompt them to indicate if it was FCR or not. Sometimes they resolve requests and 'forget' to manually mark FCR. Thanks!
Notifications on request created/edited
We are currently testing Servicedesk and one feature that we need mostly we cant set up. So, We have ccreated a site SITE1 and when an email is sent to email@email.com i auto creates a request it assigns a technician and sets site to SITE1. What we want is how can we add notifications, every time a request is createt/Updated/Resolved/Closed and Site is SITE1 notify 3 other users (except requester). We have found "Custom Triggers" and created 2 rules. When a request is created it successfully sends
Error Custom Report after update 11102
Major error: After Update 11102 ALL custom report dont work. Problem with Russian characters in Name fields. On ver. 11100 and 11101 is working. Update 11103 dont fix this problem. Minor error: Find (selection field, example Requester in Quick Create New Incident) case sensitive for russian characters. Aaa and aaa - different words. On old version worked normal.
Need to stop getting emails about every ticket opened
My role has changed and I no longer need to receive emails for every ticket opened in the system. I can't seem to find where the setting is to make it stop. Thank you
How to send email to another person when new ticket is created
Hi, How can we send an email to another person when new ticket is created? Is there a way to do it without using a python script?
SA Account SQL DB Connexion
Hi there, We are currently using ServiceDesk Plus Version 11.0 Build 11006 and we wanted to enable read committed snapshot isolation. We just wanted to connect on our SQL DB which is located on the same server as our instance of Servicedesk but unfortunately, we were not able to find the password for the "sa" account. I know that, in the oldest version of service desk, we could find the password in the conf. file but I think that now it's crypted. My question is : where can I find back the password
Kill this Message !!! RCSI
Just upgraded now my users are all seeing this message: "Enable RSCI for the Database..." Blue banner across top of page. How do I disable this message? I do not want to enable this on my DB.
Update and License Problem with free standard license
Hello, at first, the Servicedeskplus Support told us to get a solution for our problem in this community forum, because they would not help us without an AMS. We have a free license for 30 technicans, because we use the software for a long time as loyal customer. Because of this, we must/can renew our free license every year for free. Now, we can not upgrade to Version newer then 10 because the update procedure request an AMS-File. We have no AMS-File, because we have a free license without support.
Number of Attachments
HI, is there a limited number of attachments allowed in a request?
How to create custom request template with checkboxes?
I want to create a custrom request template with additional field which have to be checkboxes, how to create those? My version of ManageEngine ServiceDesk Plus: 8.1.0 Build 8121
Mail Notification Templates
Im trying to customize with some html style commands (like box-shadow and position:relative;) and after save the code… some code desapear. What can I do to customize all my template with CSS styles?
Updates - Can I do them all at once?
HI, Updating service desk from version 10002 to 11007 this weekend. I need to install four update files to get to that version. After I stop the service to update - Can Install all four of them at once? Or do I need to restart the service between the updates?
Approval Reminders in Change Management Module
Is there anyway to add an approval reminder for any of the Stages in Change Management? I have a Role setup that will receive the approval notification on Stage 2 once Planning has been completed but if they don't respond to it the Change will sit in that state. Is there anyway to custom script or configure a daily reminder when it doesn't get approved or rejected?
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