Populate Data in Form from SQL Table
I have created a Request form. In this form I would like to populate some data from the Vendors as a pick list. I have test the "$CS.addOptions("WorkOrder_Fields_UDF_CHAR11",["Test","Oops"]); " option with no luck. Any Ideas please.
What are the keyboard shortcuts for going to my pending requests and to create a quote block
Hey there .. What are the keyboard shortcuts for going to my pending requests and for creating a quote block while typing replies?
Field dependency question (solved)
I have two fields MFH-Location, and Room Number. Both fields are empty picklists. To set their dependencies, i followed your example here. In my case, instead of a 3 way dependency, its only 2 way. Room Number fields needs to display correct room numbers for the specified MFH-Location dropdown. I would rather use your built in CS function, because it will be easier for other members in my team to manage, instead of having to learn more advanced JS. I have set the form load rule as specified in
[Tips & Tricks] Script To Non-Mandate Item When Sub-Category Is Empty
Classifying requests using Categories, Sub-categories and Items plays a vital role in the ticketing environment. Some key benefits are: It helps the organization to quickly route the tickets. Increases the efficiency of support workflow. Support analyzing
[Tips & Tricks] Autoselect SLA for Service request based on User Site info
One of our community users requested the following requirement, to autoselect SLA on a Service request based on the requester's site i.e When a requester submits a service request, based on the requester's site one of the SLA associated with the particular
Form Script: Copy contents from one field to another
Is it possible to capture the contents of one form field and have it appended to another field? For example, in an offboarding or onboarding template the HR team will input the username in the form. We'd like to grab that name and append it to the Subject line: i.e.: Staff Offboarding: jsmith
11303 Multi-Site FAFR Workaround
For anyone like my company that is multi-site, avoids making a whole set of incident/service templates for each site, and had a lot of things in FAFR break when FAFR stopped seeing the value of the "Site" field, here's a workaround. Example of why we
[Tips & Tricks] Operational level agreement(OLA)
Ever wondered about how to manage the agreement on delivery of services between each internal support groups of an organization? In service desk plus, post the build 11107, we have introduced the feature "Operational Level Agreements" "OLA" which provides the internal measurable metrics among the support groups that will work in tandem with the SLA of the respective services promised by the service provider to the customer. Why do we need OLA? The OLA's are generally configured to align the activities
[Tips & Tricks]Preventing Request Closure when there are Pending Approvals
One of our ServiceDesk Plus customers requested a function to prevent service requests from being closed if it has a pending approval. Scenario: In the customer's environment, they have configured a set of Service request templates that have a single-stage
[Tips & Tricks] A Change Widget for Technician's to view "Open Changes"
One of our ServiceDesk Plus customers came up with the following requirement, a custom widget needed for the Technician's homepage for Changes. To display all open Changes, so that technicians need not go to the Change tab and view the open Changes, they can
[Tips & Tricks] Benefits of Integrating Outlook Actionable Messages with Servicedesk Plus
This post will deal with the integration benefits that will be really helpful in many environments where the outlook is used. Integrating the two applications can be done with much ease and we have explained the steps to do the same in detail on the link
[Tips & Tricks] Disable access to assign tickets to other technicians
There could be a lot of reasons that you'd want your technicians to have access to pickup requests but not to assign requests to other technicians. In ServiceDesk Plus, the pickup and assign requests permissions are linked in such a way that you either
[Tips & Tricks] What's New with the ServiceDesk Plus V5.6 iOS Mobile App.
Introduction: The ServiceDesk Plus iOS App is intended to help you interact with the ServiceDesk Plus application more quickly and efficiently. By using the app you can extend support to your customers anytime, anywhere. You can perform almost every activity
[Tips & Tricks] Recommended Template
Recommend template feature was released in 11138 builds of ServiceDesk Plus. When a requester creates a request using the default request template or an inappropriate template, technicians can manually trigger an email recommending the appropriate template
How to set first call resolution for a request in ServiceDesk Plus?
First Call Resolution (FCR) is a powerful and valuable metric which serves as a Key Performance Indicator for the operational performance of a technician and customers' satisfaction. FCR helps the administrator to comprehend if the customer's problem or inquiry has been resolved by the technician on the first call. A technician can mark FCR for a request only when the administrator provides edit permission to a technician for resolving, closing a request and to edit a closed request. Here's a short
How do I hide a field in SD Plus
I am trying to hide a field for all but a few technicians. I tried creating a Rule to hide the field. I selected On Field Load. The Rule execution defaults to On Create/Edit. The problem I have is that when an incident is viewed the field is always viewable. The rule only runs when the technician edits the form. How do I get the rule to always run? Is there a better way to hide a field? thanks
Disable Auto-Generated Email
We are currently set to send enrollment emails to newly created users automatically; however there is a scenario in which this is not needed. Is there a way to stop the auto-generated new user email from going to the user during creation only on these
Request Custom Menu running PowerShell script from HTML
Firstly thanks to 'P Seshadri' for help in this post with out him this would not happen as Manage Engine told me multiple times that this is not possible. What is it: A way to present the technician working on a ticket a HTML form which they can fill out and on submit the server will run a PowerShell script to preform some action. Why: Presents a simple way to run PowerShell scripts to service desk and ensure that they are running the correct scripts. Scripts have access to contents of tickets such
[Tips & Tricks] Setting up Zia reopen to manage completed requests
One of the longest-running requirements we've had from our customers, was, "a mechanism to prevent the thank you note from reopening resolved/closed requests." Responses like Thank you, Out-of-office automated emails and the likes that reopen completed
[Tips & Tricks] Barcode Asset Scanning in ServiceDesk Plus
For those who aren’t clear exactly how the barcode scanning function works in ManageEngine ServiceDesk Plus, here is a brief overview. Firstly, you need a USB barcode scanner. I have tested this using a simple, inexpensive plug-and-play USB barcode scanner by NETUM (picture above) and it worked perfectly. In order to use the Barcode features in ManageEngine ServiceDesk Plus navigate to the main ‘Assets’ module from the top-level tabs, select ‘Barcode’ from the left-hand ‘Assets’ panel, and then
[Tips & Tricks] Determine length of a string
There was a requirement from a user to define the minimum and maximum string (value) length a user can put into an additional field. The requirement is that when a user puts in a value lesser than the minimum length and greater than the maximum length
[Tips & Tricks] QuickLinks within ServiceDesk Plus
One of our customers had come up with a requirement to add quicklinks in ServiceDesk Plus. The reason being that users in his environment access quite a few numbers of sites often, having them as quicklinks in ServiceDesk can be handy and time-saving.
[Tips & Tricks] Restrict editing approved or approval waiting requests
Dear Users, Good day! We have come up with a Business rule negate script restricting any edit operation on an approved request and this should help restricting technicians from editing approved requests. This can be accomplished by FAFR, however, technicians can still be able to edit a request from ServiceDesk Plus mobile app or via an API call as FAFR scripts are client-side scripts. Let's consider this scenario: A request has been approved for a particular software/asset (or any item for that matter).
[Tips & Tricks] ServiceDesk Plus built-in scribble pad can save you time everyday
Hello folks, Scribble notes are always fun. Aren't they? At work, it can be really effective and helpful to take quick notes or remind us of important things. ServiceDesk Plus built-in Scribble pad is an omnipresent feature as it can be accessed from anywhere within the application. Each technician will have their own personalized scribble pad and would not need to save what you have written, just one click opens the scribble pad and close it once you are done with taking down the notes. The content
[Tips & Tricks] Quick links in request details page
Hello users, A customer came up with a requirement to have quick links in the request details page that changes dynamically based on the value present in a custom field. Scenario: Users in his environment use laptops of various manufacturers. He has configured an incident template exclusively for laptop issues and the template has a custom field that has a list of all those laptop manufacturers. So that when users submit a request using this template for laptop issues, they would choose the respective
[Tips & Tricks] Approvals Made Easy With ServiceDesk Plus
One of the most difficult day to day tasks in an organization is achieving a proper approval workflow, which was mostly orchestrated through papers and manual signatures were attested and those records would be maintained then after in large storage rooms. Later these records were maintained in a.XLS sheets by making use of a 3 rd party vendor application. Now, what is the problem with this, can't this be followed in the long run. The answer is quite ambiguous at the moment !! But At the end of
[Tips & Tricks] Password protected file attachment
Password-protected file attachment is a new enhancement released with 11128 builds of ServiceDesk Plus. No matter how big or small your business may be, there are critical documents that need to be secured, not many organizations manage their business
[Tips & Tricks] Populate Department name based on selected User name
Scenario: A particular incident template has 2 additional fields "User name" and "Department name". When users submit a ticket with this specific template, while typing the name ( on the user name additional field), it should populate the appropriate user names list within the ServiceDesk Plus. On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field. Solution: Create a new 'Single Line' additional fields for "UserField"
[Tips & Tricks] Auto-approving a change
Hello folks, A change is to control risk and minimize disruption to associated IT services and business operations, consequently ensuring that the best possible levels of service quality and availability are maintained. A major change that can have a medium to high impact on business operations and may have financial implications that always requires CAB approval, as well as management approval. Whereas, changes like patch deployment or OS upgrade that occur routinely and have low impact, less risky
[Tips & Tricks] Best Practices for Password Management
First, I want to provide you with some statistics from the 2019 State of Password and Authentication Security Behaviors Report, which compiled the results from a survey of 1,761 IT and IT security practitioners: 69% share passwords with colleagues to access accounts. 51% reuse passwords across their business and personal accounts. 57% who have experienced a phishing attack did not change their password behaviors. 67% do not use any form of two-factor authentication in their personal life, and 55%
[Tips & Tricks] Configuring SAML with Azure AD
This guide will help us configure SAML for those who want to use Azure AD as their IdP and also give you insights on a few issues that you might run into while configuring SAML in an Azure Environment. In an ideal environment, we will have an On Premises AD which will Sync users to their O365 Portal or Azure Portal. The sync is carried out with the help of a tool called Azure AD Connect, and the admins can download this tool either from the Azure Portal (https://portal.azure.com/#blade/Microsoft_AAD_IAM/ActiveDirectoryMenuBlade/AzureADConnect)
[Tips & Tricks] Streamline your helpdesk by decluttering unwanted request status(es)
Hello users, I'm here with yet another handy tips that could be useful to you. Scenario: A customer came up with a requirement to declutter a few default request status(es) that are not used in his helpdesk. He wanted to streamline his helpdesk and those unused status(es) were cluttering up his ticketing flow. Challenge: As you may know, default request status(es) cannot be deleted in the application. Solution: Global Field and Form Rules. Customer's requirement has been accomplished by configuring
[Tips & Tricks] Auto-assign when a technician edits an unassigned ticket
Scenario: One of our customers had come up with a requirement that when a technician edits an unassigned/unpicked ticket, the ticket should get auto-assigned to him. This is to ensure that the ticket doesn't go unnoticed and handle the ticket assignment better. Solution: A simple custom script, $CS.setText("TECHNICIAN",sdp_user.USERNAME); This has to be configured as a global field and form rule with the condition Technician is not specified, then execute the script.
[Tips & Tricks] A guide on Exporting and Importing tickets
In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications. This article will give you guidelines on methods of tickets export and import. Tickets can be export in 2 ways 1. Export tickets from the requests list view: The Ticket Export feature allows you to export tickets based on the selected Request type and Request
[Tips & Tricks] Best practices for deleting technicians
In a constantly changing environment, technicians come and go, and when it is time for them to depart how do you best maintain your support lines of communication? This article describes best practices for maintaining your lines of communication with your users after a technician departs your team. The following are the steps you will want to take when deleting a technician from your helpdesk: Reassign the Technician's tickets Changing the Technician as requester Deleting the Technician's account
[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change. You can delete old and unwanted task templates from the list view. In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive" The task templates cannot be sectionalized based on different
[Tips & Tricks] Show/Hide sections in a request form using FaFR
Scenario : To show/hide sections in a request form based on user departments. In this scenario users from 2 departments, "Business Analyst" and "Technical Analyst" will be using a service template "New Laptop" to submit service tickets for their need for a new Laptop. The service template is configured with multiple sections based on department fields. Using the following script, 2 different fields and form rules have been configured. When the user from each department loads the request form, the
[Tips & Tricks] A simple guide on text formatting toolbar
The purpose of formatted text on an email or ticket reply is to enhance the presentation of information. Good formatting distinguishes different parts of your text and helps viewers take in your message. You can apply formatting on every element of the content, from a single character to an entire paragraph. Body text needs to be readable and easy on the eyes. Headings should be big and bold, and they should also be consistent throughout the document. Important lines need to be highlighted. Quotes
[Tips & Tricks] Company logo in Request Print Preview
As you all may know about the feature that allows you to print the request in ServiceDesk Plus. We have had several customers requesting to include the organization/company logo to this print preview as printing of the request is part of the access management procedure requested by the audit team and print copy must have the company logo. This requirement was accomplished by a custom HTML and we would like to share it here as it can be useful to many of our users. Follow the steps below to configure
[Tips & Tricks] Best Practices for upgrading ServiceDesk Plus
We always recommend our customers to keep ServiceDesk Plus up to date as the new releases include new or enhanced features, critical security fixes and to improve the stability of the application. All theses are aimed at making the user experience better. While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes
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