ServiceDesk Plus Self-Service Portal - Try On Your Own Style
It's been a while since our last blog post - We've recently been working with a client on a ServiceDesk Plus Self-Service portal deployment and as this is always a popular topic We thought I'd share the results. The issue we usually face in implementing the Self-Service portal is that it requires some additional customisation to make it more acceptable to the users and the business. Now you can go along way with the standard options in the Admin tab of ManageEngine ServiceDesk Plus in modifying
play wav file in servicedesk
Hi All, I'm new to my company and to service desk, but one thing I notice is they are constantly downloading these msg0001.wav files from the phone voicemail server, to listen to a voicemail that comes in to service desk. I've googled for a wav player extension for chrome, but the pickings arent very good. Does anyone have a solution to this problem? Can the servicedesk page be modified to include an html5 web player thing? Thanks for any ideas you could share. Tim
CAB, Change Advisory vs Change Approval Board
Hi guys Our IT organisation is quite a small one vs the size of our company, the issue we have is that our CAB actually has to approve the Change as well While we do understand that our process is not 100% correct we would like to have the ability to give the CAB role the ability to approve changes. Is there a quick and easy way i can get this done in the database perhaps as the approve role is disabled for the CAB role. Please let me know Thanks
Set "Mode" via Business Rule
I would like to set the "Mode" via a business rule, but the option does not seem to exist. A little back story: We have a HelpDesk phone number setup and when people leave a Voicemail on the hotline it gets emailed into the HelpDesk as an attachment for processing. I would like to track these as a mode of submission being "Voicemail" I created the mode, but would like them to be assigned to this mode automatically rather than having technicians change the mode for every individual request received
servicedesk autologin
I would like to access at helpdesk without using a login template but with link like this. http://ithelpdesk/HomePage.do?username=User1&password=1234567&domain=contoso Is it possible? We can't use the "Pass-through" function because the SD user is different from the AD logged user Thanks Regards
Publish Service Catalogue
Is there any chance we could publish a service catalogue form? Some of our clients require support but it would be too expensive to give each a license. They would like to make some support request, nothing else. Thank you
Custom Reports for ServiceDesk Plus - Category, Sub-Category and Item
There is sometimes a need to export the current Category structure so you can work on it externally from ManageEngine ServiceDesk Plus before importing it back into an installation. The easiest way to do this is to paste the following report in to the query editor under 'Reports' > 'New Query Report': SELECT CategoryDefinition.CATEGORYNAME "Category Name",SubCategoryDefinition.NAME "Sub Category Name", ItemDefinition.NAME"Item Name" FROM CategoryDefinition left join SubCategoryDefinition on SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID
Help with API's XML Success Message
We have a software installation system setup to trigger API input to SD+ when certain events occur. However, we now need to be able to fetch the resulting XML Success Message so we can display the RequestID in our software installation system. We see the XML Success Message, but it doesn't appear to be cached locally by the browser (Internet Explorer). Any suggestions on how we can grab the RequestID from the XML Success Message with javascript or some other code? Thanks! ~Marc
Different ways to assign Priority?
It seems that there is one list of Priorities that is shared by all the types of records, tickets, projects, changes, etc. We have settled on using 3 levels of priority for tickets, and really 2 would be fine. But the IT manager would like to have finer-grained settings for things like Projects where there are a couple dozen going on at any one time and using a "low-normal-high" model doesn't work. I created 10 new Priority levels (Project 10, Project 20...Project 100), but it seems kind of odd
Encrypting keystore password saved in server.xml
I am trying to secure my wildcard PFX keystore password used for SDP HTTPS conenction following this article: http://docs.jboss.org/jbosssecurity/docs/6.0/security_guide/html/Masking_Passwords.html but as I mentioned there is no JBoss password_tool.bat (on windows) to do the password masking. what can I do?
Service Request: copy of a template from a different Service Category does not include the UDF (custom fields)
(Asked with respect to ServiceDesk Plus 9018) In the Service Catalog, custom fields seem to apply to the Service Category, and are not available under other Service Categories. Unlike Incident Templates, I cannot find a way to create a custom field that is available for all templates.
How to search MERGED request.
Greeting, I merged like 4 request and now the merged request is missing. How can i find them? I try searching one by one but it say 'FAILURE: Invalid Request ID'. I try to search filter but there is no option for merged request, please advise. Best Regards, - Muhammad Afiq
Finding scheduled reports created by another technician
Whilst working on site with a client recently we encountered an issue where the customer was trying to find a scheduled report that had been previously set up in ManageEngine ServiceDesk Plus. They knew it existed as it was still sending reports but they were unable to locate the actual scheduled report. The reason for this was due to the fact that s cheduled reports are currently only visible to the technician that creates them in ManageEngine ServiceDesk Plus. In this case the scheduled reports
preventive maintenance role
hello how can i give permission for some technician to create preventive maintenance
Synchronize tickets between different server
Hi . Anyone know how to synchronize tickets between different servers with diferent location but in same network ? my company have 12000 users with 12500 clients in 4 different location office , & i want install one manageengine SDP server`s in each office & all ticket in all office sync with together.... anyone can help me ?
User portal
Hi, Please am looking for a way to change the user portal interface, can I get help or maybe a manual
Changing self service portal
I want to remove the link on the right that goes to the portal usage video. How would I do this? Is there a HTML page I can edit?
Why Can't I Delete That Entry in ServiceDesk Plus?
We're often having to clear out 'legacy' settings in client installations of ManageEngine ServiceDesk Plus. The biggest concerns usually revolve around the deletion of Sites, Departments, Categories and Support Groups. First off with Sites, Departments and Categories you often end up with a greyed out entry which is marked as 'Not for Further Usage' when you attempt to delete one of these entries: Whilst the option will no longer be available as an 'active' selection in ManageEngine ServiceDesk Plus
Update Request status on REST API
Hello There, Is there someone to help me to change the status of a request with REST API ? I successfully use GET_REQUEST (but with an http GET and never with a http POST). when I do this with a POST http request: OPERATION_NAME:EDIT_REQUEST TECHNICIAN_KEY:<same as for GET_REQUEST> INPUT_DATA: <Operation> <Details> <status>Open</status> </Details> </Operation> I have this answer: <operation name="POST"><result><status>Failed</status><message>Technician key in the request is invalid. Unable to authenticate.</message></result></operation>
CSV template for requesters add
Hi, Could you provide a CSV template file in order to add requesters to ServiceDesk Plus ? Thank you.
Creating contingent drop down lists
Hello, Is there a way to create contingent drop down list. Example of what I'm trying to do: Services template -> request new Computer -> option would be Mac or PC -> if PC is selected HP or Dell -> and then you would get vendor specific config options. This would essentially function the same as Category -> Sub-category->Item But I would like to make multiple custom top level category groups. Thank you for any help.
Is there a way to export category/subcategory/item list
I see that we can import a csv file but is there a way to export the category-subcategory-item list so we have this documented outside of SDP? Running SDP 8007
Add Note (note to file) to all Changes - ServiceDesk Plus 9010
We have upgraded to ServiceDesk Plus 9.0 (Enterprise) and are pleased to find that much of the functionality we had been obtaining through custom field configuration is now default functionality available through built-in fields (e.g. Change Roles, Change Closure Codes, Status Comments). As a result, we no longer need to assign six of the 'Change - Additional Fields' for these purposes and would like to remove them from the Change templates. In order to do this, however, we need to ensure the integrity
Enterprise Edition - Bulk Import of Assets
If you're an existing ServiceDesk Plus Enterprise user you might find this blog post useful. In the Professional Edition of ManageEngine ServiceDesk Plus you have an option to import assets from any of the Product Type summary displays. The example below is from the Workstation summary list and the 'Import from CSV' link is on the far right of the display: Clicking on this link gives you the option to import into the 'IT' (licensed) or 'Non-IT' (not licensed) portion of the Asset register: Once you've
Label without input box in incident template
Hello, how can I add label text in incident without input box in incident template? OR how can I add title for grouping input box in incident template? Please advise. Thanks. SK
Notification when ticket is picked up
I've tried checking the forum for this, but is there any way to notify the OTHER techs when I pick up a ticket? Not just a notification to the tech when I assign them a ticket, but a notification for all the techs when a ticket has been picked up. We don't have a dispatch program/procedure so it's pretty much everyone just picks up a ticket when they are at the dashboard. It would be nice if they didn't have to go to the dashboard to know if a ticket had already been picked up. Thanks!
Modify template for closed tickets
Is there any way for me to modify the email template when a ticket is closed so that the Resolution is at the top of the email rather than the bottom?
how to deal with volume license that allows portable device install?
Hi there, So we have a volume license for, let's say, 10 installation. According to the license agreement, if a person uses a desktop and a laptop (not at the same time) he/she allowed to have the software installed on both device. So in theory, if all 10 people have both desktop and laptop for traveling, we will have 20 installation in total. What would be the best way to record this in software licenses page? should I create a volume license for each individual (allow for 2 installation)? or just
Requester with limited rights
Is there a way to take away access to a particular requester? Specifically, we do not want the requester to be able to see their own requests and we do not want the requester to be able to change their own password. Is that possible? Joe
Home Page in SDP - remove/customize the Quick Create box
I would like to either remove the Quick Create box on the Home tab or customize it according to our needs. In the admin module, where can I do that?
Inventory of websites on a server
Hello, Is it possible to inventory the websites which are on a server (Linux and Windows)? It doesn't have to be automatically. I have tried to enter the information in the workstation extra fields and asset additional fields but they are not shown nicely. What I would like to have is a way enter information per website like: hostheader, path, version, email, ftp login etc. With the workstation extra fields and asset additional fields the information is not proppely shown. Kind regards, Emiel Kempen
How to configure Change Management workflow in SD Tool?
Hi Team, I have to configure the "Change Management" in my SDP but I am not able to found the path to manage the "Change Workflow" option in my tool. So request you to please share the admin guide for the same. Thanks Satyam Kunal
Force "http" to "https" ServiceDesk
I'm sorry if this question has already been asked and answered, but I'm tired of looking around for it. I recently ran the script that changed the port for my installation of ServiceDesk to 443 and HTTPS instead of HTTP. But there's still the issue of people going to http://servicedesk.domain/ and getting a "Connection Reset" error message. I'd like to be able to, when people type http://servicedesk.domain, it forces them to https://servicedesk.domian, kind of like you do with a ModRewrite in Apache
Change calendar type
Hi, I don't want to use the Gregorian calendar in Service Desk plus. i want to customize the default type of the calendar instead of what it is now. Could you please let me know that is it possible to change the calendar type of the service desk plus and how? It is kinda important to us Best Regards
Creating New Incident via eMail
I'm working on creating an email that is sent in to create a new incident. I understand the variables and all that. In the Subject line I'm putting in the @SDP@. In the message body I'm putting in the additional @@variable=item@@ stuff. What I want to know is if it is possible to "HIDE" these variables or have them stripped after being sent via email. Could anyone please comment on this?
change default asset information "Not Assigned"
Hi there, Currently running SDP 8.2.0 Build 8217 (not planning to upgrade to 9 until they fix the indexing in the solution search) is there a way to change the default "Not Assigned" entry on assets? when I'm generating a report, I don't want to see/print "Not Assigned" on hundreds of cells. Thank you for anyone's advice!
CleanUp ServiceDesk\Patch folder
HI Can we CleanUp \ServiceDesk\Patch\ folder? We don't need possiblility to Roll-back. Thanks! Dmitry M.
Change default reply
Hi I want to change/modify the default template for 'Reply'. I see that I can make a new template, but I only want to remove the first two lines in the default and if I make my own I don't know how to get the "history" into that template/reply. Anyone knows how to do this? I have read this thread, and it looks dead for now: https://forums.manageengine.com/topic/variables-in-reply-template BR Claus
A Guide to speedy resolution
Part 1 Working with a client the other week we were expanding upon the Incident management workflow in ManageEngine ServiceDesk Plus. The issue of effective Incident resolution came up and I expanded on a number of hints and tips that might be useful to hard pressed Technicians in dealing with their request queues. I've decided to split this into two parts as there is a fair bit to cover. So, first off, the Resolution tab in a Request. Did you realise that this tab has been designed so a Technician
Can we notify a support group when a reply made on SDP?
We receive around 50-70 requests per month, and we would like to share all threads among a support team. Specifically, I want to have the SDP notify all technitians in a support group by email even when requesters reply on the SDP, but I am struggling to do it. I tried setting a distribution list address as the email of technitians, and this sure worked but gave me another problem, i.e., no notification is sent when a request is assigned (I did assigned the request to the other technican than the
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