[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] Sending an Email Notification for a Specific Template
Sometimes it’s handy to know when users might have raised a request using a specific template from the self-service portal. You might even need this notification to go to a distribution list of recipients. This post discusses a couple of easy techniques to achieve this in ManageEngine ServiceDesk Plus. At present, there is nothing available on either an Incident or Service Request Templet that would allow you to send an email notification. For this, you need to look at the Business Rule options.
[Tips & Tricks] Restoring the Old Self-Service Icons in the New ServiceDesk Plus
As you may be aware the recent ServiceDesk Plus version 9418 update brought various changes, most notably revamped UI and new self-service portal customisation options. Users are now given a new widget to easily create issues, request services, view solutions, and search templates. However, being used to the old style buttons, this change has caused confusion for some our clients and their end users. Luckily, an easy fix is available. On the ‘Self Service Portal Customisation’ page (Admin>General
[Tips & Tricks] When you really need a useful description in ServiceDesk Plus
Do you often struggle to get your service team to enter meaningful information into a request description other than ‘Done’ or a copy and paste of the request subject? Here’s a little trick we employed with one particular client to get the team into the habit of considering what they were actually entering into the description field in a request in ManageEngine ServiceDesk Plus. This little trick employs ‘Field and Form Rules’ on either an Incident or Service Request Template. In this particular case,
[Tips & Tricks] Find out if an expired asset reappears with ServiceDesk Plus and AssetExplorer – Part 1
As part of the asset management lifecycle, you would change the Asset State in ManageEngine ServiceDesk Plus or AssetExplorer to reflect if an asset has been ‘Disposed’ of or has ‘Expired’: This has the advantage of releasing an asset node license for commissioning against a new resource in the asset register, keeping your ManageEngine license costs down. However, what if that asset was to somehow reappear in the environment? A helpful technician who managed to resurrect a device perhaps? The reappearance
[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
[Tips & Tricks] How to mark and assign tasks in ServiceDesk Plus?
Here's a quick video explaining how you can mark and assign tasks to technicians. Executing dependent tasks within a workflow requires the tasks to be worked in a logical sequence. Some tasks are performed first followed by other tasks. The task to be performed first is 'assigned' to a technician and the task to be followed is marked to the same or different technician. The marked task becomes visible in the technicians' window only after the assigned task is completed and closed. This helps
[Tips & Tricks] Keep the menu lean and clean
Hi Folks! This time I'm here with yet another tech tip that will enable you to effectively utilize ServiceDesk Plus. Scenario: In one of our customer's environment, I found that they were using a huge list of 60+ Incident Templates. It is well constructed and simple, however, the IT hasn't published it to the Requesters (users). They feared if it is published to all users, they might be confused with such an elaborate list of templates as not everyone has to see all of it. If everyone has access
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
Learning path for Service Desk Plus Solution
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
Import samaccountName for Manager Field from AD
So I created a manager field for importing requesters, but it keeps coming back with the CN instead of the samaccountName, which I guess is the default for that field when I pull it up in powershell. I've tried various powershell scripts, but fairly certain it doesn't recognize them. Has anyone figured out how to display just the manager name rather than the full CN path?
Custom task view
Hi, Is it possible to create a custom view for tasks, similar to requests custom views.
***Delimiter, new Format, new possibility***
Hello Team, I have a question about the new format and possibility with delimiter: ## RE-1234 ## is clear What about TA and SO? How can I use that, there are examples, scenarios? many thanks
Form Checks - Part1
We've been working with a few clients recently extending the capabilities of their ServiceDesk Plus Service Catalogue templates. On a number of occasions the issue of time wasted owing to incorrect data being logged has arisen. A couple of these issues related to the logging of data such as making sure numeric data is consistent and date validation. Often these issues arise as a result of collecting data, in a new starter process for example. For one client the logging of an Employee ID number
Form Checks and Balances With ServiceDesk Plus – Part 2
Last time out (https://forums.manageengine.com/topic/form-checks-part1) we were adding some data verification checks to a template form in ManageEngine ServiceDesk Plus to check on the length, and hence value, of a numerical data input field for employee ID numbers. As mentioned this client also had a requirement to check on a date entry field for the delivery of a service and advise the user if the requested delivery date was realistic. Using Field and Form Rules on a Service Request template
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
Add Alerts to technicians when tickets hasn't been responded for X amount of days.
Just wondering if there is any way to send out alerts to technicians when a ticket has not been responded for a certain amount of days? Currently on 9211 build. Thanks in advance.
database connection
I need to migrate the servicedesk DB and I wondering how I can find what account/methodology the manage engine servicedesk application connects to the sql server DB. many thanks
Change default template by e-mail
Is it possible to have a other then the default template if someone send e-mail to the Servicedesk. We have created a new template for the organisation. We use SDP 9302 .
Notify Department Heads when Critical Priority
Hello, Is there a script or method I can do to notify specific department personnel or emails when an Incident Ticket is created that is tagged Critical? Thanks, Dara
Asset Scan History Cleanup
Clean up Asset Scan History every 30 days as a best practice.
Can manageengine track all the approval which he or her approved?
Hi Support, I've got an issue here. There's a requester at my end here having issues to view her approval even manageengine showing she still have pending approval. Is there a option to trace which request that been approve as well Regards Vincent
Associate CI to request service or incident
Hi, It's very essential that associate CI to request service or incident. Thanks
Multiple Check Box in Incident Template
Hi Support, I'm trying to create employee join/move/leave form into incident template. I would prefer to use multiple check box example Hardware request Deskphone Mobilephone Desktop Laptop I've notice in service catalog there an option to use radio button does this exit in incident template? Appreciate you could advise accordingly. Regards, Vincent
How do I group incident template?
Hi Support, How do I group incident template? I'm running on version 9049. If I may require for upgrade which version? Regards, Vincent
Technician updates to be included in Email notification
Hi Support, Appreciate you could advise if I can include the add notes by technician into email notification for customer as an update? Regards, Vincent
User Satisfaction Survey
Can Manage Engine send a User Satisfaction Survey to many users instead of sending one survey after they closed an issue? It'll be great if they can send a survey like what Survey Monkey or another surveyors did. I really appreciate anyone who can help me to solve this. This will helps me a lot. Thank you.
Can the SLA calculation to be included into email notification
Hi Support, I want to enhance the customer experience by including SLA calculation into email notification. Is that possible? Regards, Vincent
Service Catalog VS Incident Template
Hi Support, Appreciate your assistance. I've notice the service catalog doesn't have the same SLA with incident template. How do I configure my current SLA calculation into service catalog. Thank You Regards, Vincent
Can we configure email to be logged as incident or request
Hi Support, Whenever users in our organization send email to service desk official email. Is there a function for manageengine to auto logged incident or request? Appreciate you could share the configuration steps Regards, Vincent
cannot install manage engine service desk
how to install manage engine service desk on Centos7?
Changing the URL text to suite a specific browser
Hello all, I have a request to see if it's possible to change the text on the URL that comes when a call is logged etc. The problem I have is I have to make ie the default browser on all workstations because our current Business Management package only supports ie currently. Now if I use SD Plus with ie I find that SSO doesn't always work very well. I spoke to support and they said use Chrome, so I rolled it out via gpo along with a shortcut to everyone's desktop with "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe"
Automatically Closing Dependent Tasks
I have a main tasks that once it's closed, the dependent ones need to close automatically. Does anyone know how to accomplish this?
TechTuesday : Tip 181 - Improve Performance and Stability
In order to improve the performance of ServiceDesk Plus application, you can choose to delete all the system generated notifications for closed and/or archived requests, for which the completed date is greater than 'n' months from today's date. [The value of 'n' can be 3, 6, 12, 18 and 24]. This option is present in Admin -> Self Service Portal Settings.
How to know who closed the request?
If the request has been assigned to Technician "User 1" and the request was closed Technician "User 2", the notification does not comes. How to know who closed the request?
Secure place for login & p/w
Hi, Looking for suggestions on a secure spot (limiting to only the mangaer and two technicians) where we can enter the login ID and p/w issued to users for phones or applications. How is everyone recording these yet limiting access? Tried using Notes (which makes it secure from the user viewpoint, but, we have various techs who could access the template for a new user and work on various tasks but don't want them to have visibility to the passwords. Anyone else have a need for this within the
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