Collection of KB's(Tips&Tricks, Blogs, ForYourInformation and Did You Know)
Tips & Tricks: Simple way to search requests submitted by a specific requester ServiceDesk Plus built-in scribble pad can save you time everyday Auto-approving a change Minimize the number of clicks in ServiceDesk Plus HelpDesk Admin A usher to requesters Event & Task Reminders from ServiceDesk Link and Merge Requests Sending out custom notifications made easy Encrypt documents generated from ServiceDesk Plus High time to snub manual translations Viewing/Searching request activities is no longer
[Tips & Tricks] Few chat enhancement released with build 11006
The following are the Chat feature enhancements available from build 11006. You can now add hyperlinks to a chat We have added the function to include or exclude chat for sites, groups, and technicians in [Admin -> Chat settings] Requesters can now close an unpicked chat which will be marked as a missed chat. After the technician accepts the chat request, the attachment icon becomes available for the request. In case the technician does not pick up the request within the stipulated time, it becomes
[Tips & Tricks ]Automation to close a ticket when approval is "denied"
We have an Automation in ServiceDesk to close a ticket when its approval is "Denied". This feature is available from 9315 builds of ServiceDesk Plus. In general, the technician had to manually close or change the status of a ticket when it is denied by the approver. An admin of ServiceDesk can enable this option at [Admin tab -> request closing rules and enable "Close requests automatically if approval is denied." ] Click here to know about this feature. Next - [Tips & Tricks] Restrict editing
[Tips & Tricks] Script to append field values
Scenario: One of our customers had come up with a requirement to capture a date type of additional field value to the subject of the request. This would make his work easy rather than updating it manually. He preferred to capture only the date (without the time value) to have the subject content look better. Head to this article to learn about the field and form rules. Solution: His requirement was accomplished through Field and Form Rules Javascript.
Script Master 16 : Populate request details on tasks associated [ISSUES FIXED]
Hello users, Hope you all are well. Today's script will help you populate the request details on tasks associated. Say, an incident/service request template has multiple tasks associated and each task will get assigned to a technician. When a task is executed, the technician might have to know some details from the parent request. This script will allow you specify the field names and it will be replaced with the respective values when the request is created. That is, the description/title provided
[Tips & Tricks] Spam Filter
Managing tickets and classifying them to an appropriate queue will be the basic task of any help-desk coordinator, along with this he needs to watch out the high priority cases and tickets from VIP users. The ticket allocating task gets challenging and frustrated when ticket count gets spike up in a short time, this leads to the chance of unnecessary ticket violation. The root cause for spike up will be due to tickets getting in a loop or advertisement mail's or irrelevant emails or undelivered
[Tips & Tricks] How to schedule PM tasks based on accounting calendar ( in week format 4-4-5 )
Requirement: Create PM Task during the last day of the month. Implementation: We can use the python script using the negate option. Steps: Create a PM Task, either periodic or daily schedule. Configure the attached script in Business Rules. Sample screenshot on PM task configuration Sample screenshot on BR configuration . Note: Download the attachment and remove the .txt from the file name, unzip the attachment, move "functions.py and pmtask_repeat_monthly.py" files to [ManageEngine\ServiceDesk\integration\custom_scripts]
[Tips & Tricks] How to show pop-up/alert users on ticket submission
In the request cycle, we would have come across several scenarios, where we need to alter the requester on form submission. Now the popup window/alter can be configured through Field and Form rules, the following sample workflow will provide an insight into this feature. Admin tab -> incident template -> FaFR -> on form submission and add desired text. The requester will get a popup when he/she selects the particular incident template from the list. Next - [Tips & Tricks] How to schedule PM tasks
[Tips & Tricks] How to enable Print Preview for Pending and Approved approvals in tickets
In the current design of ServiceDesk Plus, we are yet to add the feature to enable approvals in print preview. "SDF-70062 Approvals to be part of request print preview" and as of now, we do not have the esteemed time for this feature. We request you to follow the workaround steps given below. Download the attachment, remove .txt from the file name, extract the zip file to a folder. Copy the "printpreview_withTasksApprovals.html" file to <SDPHome>/integration/resources folder. Configure a new custom
Measure the efficiency of your service fulfilment process by tracking delivery time
A help desk's service process is a blueprint that defines how requests must be processed. It covers everything from how requests must be categorized and assigned to the technicians, to how requests must be worked upon, including the workflow and the steps involved. Tracking the efficiency of the service process is cumbersome and often involves chasing several metrics. A good place to start is looking at your service delivery times. Service delivery time, that covers the total time between request
[Tips & Tricks] Approval actions notification with customization are available from 10004 build.
Older builds of Service Desk did not have customizable notifications for specific users on scenarios when the approval action is taken on their tickets. Now we have the following notifications available from 10004 builds of Service Desk. Enable/Disable following notification for requesters (Admin tab -> notification rules -> requester tab) Following notification can be enabled for users (Ticket Owner, Requester, Editor and Approval Sender) Next - [Tips & Tricks] How to effectively use mentions
[Tips & Tricks] Field-level encryption
Hello folks, Field-level encryption provides the capability to encrypt sensitive data in specific fields. This allows you to securely upload user-submitted sensitive information to your web servers. The sensitive information provided by your users is encrypted at the edge closer to the user and remains encrypted throughout your entire application, ensuring that the data is handled only within the applications that need the data. As you may be aware, we can add additional fields in ServiceDesk Plus
[Tips & Tricks] Benefits of configuring VIP user in ServiceDesk Plus
One of the outcomes of IT Service Management is the regulation, consistency, and predictability in the delivery of services. Any business thrives on customer service and when a major chunk of the revenue is coming from a small section of customers, they are labeled as VIP users. They are usually executives from IT and the business (e.g.CEO, CIO, CxOs, IT head, ). Given that their time is very much valuable, we need to give them the extra care and keep them happy. In ServiceDesk, it is much easier
[Tips & Tricks] Encrypt documents generated from ServiceDesk Plus
Hello folks, Sensitive information, which can include documents, data or email messages, really has a life all its own. Especially when it comes to business. When information is first created and stored, typically on a local drive, network drive, external drive, cloud or repository, it has the potential to be openly accessible to unwanted persons. When information is sent to and shared with others, such as through email, there is a potential for hackers with bad intent to intercept it. And when
[Tips & Tricks] High time to snub manual translations
Hello folks, Multi-language support in an application is always a boon. Especially when it is used by users across the globe that speak different languages. Imagine how frustrating it is when you receive an email or anything for that matter and find out that you can’t read it. Being unable to use an application because of a language barrier is just as frustrating. Depending on the nature of your business, having software that functions in multiple languages is a key component to your success. Considering
[Tips & Tricks] Minimize the number of clicks in ServiceDesk Plus
Hello folks, Isn't it true that keyboard shortcuts bring smiles to our face as it helps make our work easy and smooth? Most of us love it for several reasons. It can get our work done faster Faster than just using a mouse More efficient than using a mouse in most cases Easier on hands Do not have to find home row again with mouse to attain a task Cool Geek factor and so on. How effective would this be if we get mastered on using keyboard shortcuts in ServiceDesk Plus. This minimizes the number of
[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want
[Tips & Tricks] Link and Merge Requests
Dear folks, I hope this post helps you understand the difference between merging and linking requests. Link Requests: This helps keeping track of multiple users reporting the same issue and resolve them together. With this feature, technicians can link several related tickets together to keep track of larger-scale issues. For instance, when you are receiving a huge number of requests on AD server down or receiving similar feature requests for quite a while, linking them together, communicating on
[Powershell Script] Check uptime of Asset(s)
It's a common problem (atleast from my experience) that users don't turn off their PC's and when you ask "Have you tried turning it off and on again?" you can gurantee two things: 1. Their answer is "yes" 2. They're lying. So... I've created a script that pings any asset(s) recorded on a ticket and then either adds a note with it's last boot date and time or its offline status. This allows my team to confirm whether a device needs to be restarted or not without having to establish a remote connection
[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail. # Tickets can be assigned through incident and service templates. Smaller organizations with a handful of technicians
[Tips & Tricks] New features in Solution Module, Solution Expiry and Periodic Review
We have introduced new features, Solution Expiry, and Periodic Review in the Solution module of Service Desk. These features are available from 10006 Builds of Service Desk. In IT organizations Solution articles need to be updated periodically to avoid its invalidity and improve usefulness to the end users. To achieve this, solutions can be created with Review and Expiry date functions. The solution owner will be notified periodically to review the solutions, after the review they can update the
[Tips & Tricks] Why do Requesters see "Not-Auth" in request list view?
In ServiceDesk, requesters can be restricted from viewing details of a particular request field. In the request list view, those specific fields will be labeled as "Not-Auth" instead of an actual field value. To enable/disable requester permission on any specific field value, you can refer steps given below. Admin tab -> Helpdesk Customizer -> edit specific Incident template -> mouse hover, specific field, edit and enable "Requester can view" Note: Based on your requirement other user permissions
[Tips & Tricks] A usher to requesters
Hello folks, I hope everyone had a wonderful holiday and wish you a very happy new year! We have some exciting plans for this year and we would share those plans in the coming weeks. As you all know, we have rolled out a lot of features in the recent versions of ServiceDesk Plus, this one tiny feature "Help Text" would help requesters know more about the request fields. Let's consider this scenario, a novice logs into the helpdesk very first time and might not be aware what Priority field is for.
[Tips & Tricks] Viewing/Searching request activities is no longer time consuming.
Hello folks, In older versions, searching request activity history used to be time-consuming, we had to look the entire history page to find details of a specific operation. Let us consider, a request that has been doing the rounds for quite some time just got reassigned to you, you would like to see everything that has transpired so far, right from when the ticket first landed in your ServiceDesk, this simple yet great feature helps you filter the activities you would want to know. Click on the
[Tips & Tricks] Simple way to search requests submitted by a specific requester
Dear Users, I've come up with a simple trick to search requests submitted by a specific requester. Let us consider this scenario, you are in an urge to search a request submitted by a user or you often search requests by requesters, this has to be done by column filtering (requester name). Also, this would be a challenge if requester's name is mistyped. This simple trick would help you save some time and search requests pretty easily. All you got to do is, click new request and type in few letters
[Tips & Tricks] Asset Auditing With Mobile Barcode Scanner using ServiceDesk Plus
A number of clients have been requesting the capability to perform a simple audit of in-situ assets using a simple mobile barcode scanner to record the date and time the asset was last seen. With the enhanced capabilities of the ServiceDesk Plus mobile app in conjunction with ServiceDesk Plus Professional or Enterprise On-Premise solution it is now possible to add and retrieve asset information via your mobile device. The following shows the Asset screen in the ServiceDesk Plus Mobile App and the
Script Master 15 : First step towards proactive problem management in your IT environment.
Hello users, Hope you all are well. Excited to connect with you once again through this post. Last week, we discussed on periodically notifying technicians about the pending requests. This week, it is going to be for all the busy firefighters of the IT infrastructure, the techs who operate in reactive mode and yearn for a proactive problem management. So today's script focuses on analyzing the data (nature of the request) and alarms the technicians about frequently raised requests' category, and
[Tips & Tricks] Night-mode automations
Scenario: One of our customer's came up with a requirement i.e, to notify him or a group of technicians when tickets are created "after business hours". His primary concern was to not miss any high priority tickets. Their organization was getting lot of negative feedback from their end user's because of not addressing show stopper issues and they couldn't figure out how to put a full stop this issue. Customer wanted to check with us if we can provide a solution. Initially, the customer had enabled
Script Master 19 : Send periodic notifications to requesters about their pending requests and accordingly update their status
Hi folks! I'm back this week with another useful script to help you with your ServiceDesk Plus needs. I trust that you found last script to create service requests through email, very helpful. This week's script helps you send periodic notifications to requesters about their pending requests and accordingly update their status Let us assume a scenario where the technicians reply to a request and put it in a custom status called 'Waiting for User'. The rules of the business demand that these requests
Script Master 17 - Auto-create change request (s) for unplanned changes on Assets
Hi folks! I'm back this week with another useful script to help you with your ServiceDesk Plus needs. I trust that you found last script to populate requests on tasks associated, very helpful. This week's script helps you auto-create change requests for unplanned modifications on Assets using Custom Schedules. Generally, multiple assets are inventoried in ServiceDesk plus and if an asset was to be modified, a change request should be associated with it. In the case that the asset is modified sans