[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
[Tips & Tricks] Excel ITIL Change Management with Standard Changes
Every day, there is a need to perform a simple and low-risk change. For instance, most people (be it a user or someone from the IT team) don’t consider resetting a password to be a Change. But, according to ITIL, it is a Change. To dive deeper, ITIL recognizes different types of changes. That’s sensible, because every change differs in many aspects. In this article, let’s consider changes like the example above, i.e., something that doesn’t actually seem like a change, but it is. More precisely,
[Tips & Tricks] A Guide to troubleshoot issues related to ServiceDesk Plus notifications
If you happened to come across situations, where ServiceDesk Plus notification works but fails to deliver on certain occasions. Then this article is for you. There are 3 possible scenarios, where the notification trigger gets restricted. 1.Intelligent notifications feature: ServiceDesk Plus will suppress notifications on scenarios if the requester and technician are the same users. When the logged-in technician (requester of the ticket) performs actions ( like updating or closing or resolving
[Tips & Tricks] User Groups and its benefits in Service Desk
Users (Requesters) are the most important resource of any entity, in most situations, they will be the employees of the organization, each employee plays a different role like team lead, Manager, CEO, etc. In Service Desk, we can group requesters based on his department, site, Email id, Job title, and Name. Based on user groups, users can be restricted to view certain service items, solutions, announcements, and request templates. Let me explain user group functionality in Service Desk with the
[Tips & Tricks] Customize ServiceDesk Plus the way you want
Before finalizing on customization: Do research: Look at other portals your organization uses, or your organization's website to see what design appeals you and what colors and images best fits you. Keep your potential users in mind: Of course , we want the portal to match your personality. But never lose focus on how our design will speak with the customers. How should you customize ServiceDesk Plus: Keep in mind that ServiceDesk Plus comes with preconfigured design language, which means it comes
[Tips & Tricks] Guide to manage your asset license and Inventory tracking
Tracking IT or Non-IT assets becomes a task for the IT admin. We end up switching tabs and applications in and out to go through our existing inventory. Being an IT Admin with ServiceDesk Plus have you ever wondered what's eating up the license? Follow this trick to save up some license counts. Steps : Visit the Dashboard and click on the "Asset" tab. Click on "View all" for an asset summary. Once on the summary page, asset count will be highlighted, also Non-IT assets with ServiceDesk Plus has no
[Tips & Tricks] Robots.txt
As you may know, ServiceDesk Plus can be hosted on the internet and search engines will start to index and your site appears in the search results. Sometimes you have pages and resources on your site that you do not want to be indexed/block access. To accomplish this, you can create robots.txt file and place it in the application root directory ..\ManageEngine\ServiceDesk\webapps\ROOT. You may want to check this post to know more.
[Tips & Tricks] Problem Management made simple
It is the process which is followed to deal with recurring issues and those incidents that don't have a solution so that we could reduce the disruption caused to the Service and increase the satisfaction of the End Users. Just like in comic books, Problem Management is one of the Heroes that could help in finding out the root causes and solutions to fix what goes wrong. Best Practices: Identify: The issue that proves to be recurring and pain should be identified in order to be considered as a Problem
[Tips & Tricks] HelpDesk Admin
Hello folks, We had quite a lot of users requesting for a role that provides full access to helpdesk management. Thus reduces the workload of SDAdmin. Upon discussing with many of our users, we have now introduced default "Helpdesk Config role" that allows to perform all request related customizations/operations across ServiceDesk. A technician associated with this role can perform periodic reviews and amendments of existing process, cascading knowledge update to the team and driving/leading the
[Tips & Tricks] Ensure your business continuity using ServiceDesk Plus
As the world embraces the remote work policies due to the coronavirus pandemic, ServiceDesk Plus Team would like to help you in BCP. Here are some of the key features in ServiceDesk which will help you to to do this, Service Request: > Backup Approver: Having a backup approver set, the application automatically delegates the approval process in case of technician unavailability > ZIA approval: ZIA is a learning AI assistant that can take the approval process based on the keywords in the email. As
[Tips & Tricks] Quick actions in ServiceDesk
As the name suggests you can do all the basic ServiceDesk Plus actions quickly in a single click using the Quick Actions option. Being a ServiceDesk Plus admin or technician, you should be doing a lot of multi-tasking on a day to day basis. While working on an Incident you might be getting the task of scanning a new asset or send a quick message regarding an outage or add a new software license or add a new solution in the application. In such scenarios, switching to other modules and going to the
[Tips & Tricks]Achieving maximum success with Employee Onboarding
One of the most important asset of any company is its people. So, it definitely makes sense to have a very well designed Onboarding process /policy to ensure the whole process is as easy as saying ABC. Some of the challenges we've seen when it comes to Onboarding are: Lack of information about the new employee Lack of Job delegation to the right teams Lack of communication among teams Let's find out how ServiceDesk Plus helps with Employee Onboarding. HR logs into ServiceDesk Plus (using their AD
[Tips & Tricks] ServiceDesk Plus Service Tool Kit
Ever Wondered what these exquisite and unique tabs on the application are capable of. They have a wide variety of hidden features that you can explore. Here are some of the options that you get in the community tab specifically which would be pretty much handy on a day to day basis. Lets split the Community Tab into 3 further Chunks. 1.Knowledge Enlightenment and Product Enhancement Enhance yourself and the application with 3 different options in this section. Community: You can check out the
[Tips & Tricks] How to find OID's for new devices ?
What is an OID? Object Identifier (OID) is the unique id provided by the manufacturer to identify the device/system information. Each device's information would have a unique OID. Here we are going to discuss the 2 easy ways to find OID information, 1. Get a MIB file from the Manufacturer 2. SNMP walk using a MIB browser 2.1. Using Inbuilt MIB browser in SDP 2.2. Using External MIB browser Get a
One hundred ways to make ServiceDesk Plus work for you!
We found 100 ways to make ServiceDesk Plus work for you. We've created a best practices guide that contains an exhaustive collection of How-tos, Tip and Tricks, and Knowledge Base articles on ServiceDesk Plus. Read on...to discover ways to make ServiceDesk Plus work for you and your team. And, do tell us what we can do to make the experience better for you. Tips & Tricks High time to snub manual translations ServiceDesk Plus built-in scribble pad Auto-approving a change First Call Resolution (FCR)
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
[Powershell Script] Update a workstations assigned department via a request
The following script will update the department of any workstation that is added to the Asset(s) field of an incident template. I've implemented it so that my first line team can confirm where an asset is located and update it accordingly while on the phone to an end-user. I hope it helps someone else in the future - Create a new pick-list, add in all of the departments listed within your environment and include it within your preferred template(s). Edit line 10 to match the name of your pick-list
Create Lync Account - Using Custom Menu/Trigger
So our procedure and policies changed on creating lync accounts. This led me to create a powershell script to make this quick and easy, so I decided to share a powershell script I wrote. I hope this helps some people out there. Not promising any support though =D # ------------------ Start Script ------------------ # Store request data passed to script - this must be first element in script param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $requestdata
API V1 Powershell Repo
I put together a small repo of some API V1 powershell functions I've built that work for creating requests, adding notes, and updating requests. Feel free to use any of these you like! https://gist.github.com/aggiebck/60efda1eea63431d5a7d8c05f05379e0
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
[PYTHON SCRIPT] Mark as FCR
Hi all, Another script I thought may be useful for some of you out there, this will automatically mark any ticket as FCR. Just create a custom trigger based and set the following: python FCR.py $WORKORDERID FCR.py url = "YOUR ENVIRONMENT" techkey = "YOUR
[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
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