Closing Problems
Is it possible to copy a WorkLog on all incidents associated with a problem? I need to be able to do this, since I have configured that to close an incident, obligatorily, there has to be a WorkLog Thank you!
Incidents and Tasks
In our implementation of tasks, having one incident spawn multiple tasks, we've noticed that a number of times an incident will get resolved but the task itself stays unresolved/incomplete. I'd like to know if it's possible to do either of the following - #1 - Prevent an incident from being able to be resolved if the tasks for the ticket are not completed. -OR- #2 - Automatically mark tasks as resolved if the incident itself is resolved.
How to prevent closing requests that are based on the Default Request template?
Hello, Is it possible to use Field & Form Rules to prevent technicians from closing a request that is based on the Default Request template? We need to make sure the requests are based on the specific templates we created so that the reports contain all required data. Best regards, Demetrius
How to transfer custom field values when converting an incident to a service request
Hello, We would like to transfer custom field values when converting an incident to a service request. For example the value of WorkOrder_Fields.UDF_CHAR14 should be transferred to ServiceReq_6001.UDF_CHAR7 during conversion. How can this be achieved? Best regards, Demetrius
Automating Problem Creation
Is there an easy way to automatically create a problem if an incident is reported as a specific impact or urgency level? I imagine this can be done with triggers, however, I am not a developer and I don't want to pull them away from their current responsibilities.
Script to disable or change password on all requesters
I need a script to disable or change password on all requesters in our helpdesk, we are currently running ManageEngine SeviceDesk Plus 9.2 Build 9240. The point of this is to disable the login for all existing requesters, resetting each requesters password manually through the web interface is no option. Adding a feature to disable multiple requesters through the web interface would be a huge plus for us and others. -Fredrik
ServiceDesk Plus API - Filtering Requests
This question has been posing a few issues recently but a number of clients have been attempting to return a list of requests via the API by a specific value on the Request such as Group. As with a lot of these things its pretty simple but not immediately obvious if you don't know where to look for the information. First off you might want to download our API white paper which sets the groundwork for using the API interface in ServiceDesk Plus: http://www.set3.co.uk/manageengine/white-papers/ If
Help with Change Field and Form Rules
Hi, I would like to set up a custom script to disallow technicians to select the same person as Change Owner and Change Manager. I have tried using 'On Field Change' option so I have applied a script to remove Change Manager which equals to Change Owner and vice versa however I need a smarter solution because the script won't re-add users back to the list if someone choose a different user from the drop-down menu. Regards Mario
Change Site based on Requestor's Site
Hi, I can't work out how to automatically set the Site in the Incident Template to be the site of the Requestor. I have tried the custom actions but these don't appear to reference anything about the Requestor's assigned site.
Add Contents of Custom Field to Task Title
Part of our account creation process includes receiving an AUP form signed by the department manager requesting access for new users. With our old ticketing system my process was to manually paste the new employee's name onto all of the child tickets aka tasks. Is there a process that I can use to automatically have the contents of a field on the incident template, lets say "New Employee Name: Freddie Kruger" automatically be parsed into the Task Titles? The tasks would be listed like this, New User
Send to external emails from servicedesk webinterface
Hi ServiceDesk Support, I get the following notification, when I reply to a ticket from the webinterface. The message appears only, when an external email address is in TO or CC field. If there are only internal email senders it works correct. Isn't it possible to send emails to external addresses from the dashboard? Regards, Tobias Nikola
Changing the solution template?
Hiya there, Now i might be blind, or this might just be a feature, but i'll ask anyways. We would like to change the text that gets sent on email to the requester when we fill in the Solution and close the case. The only problem is that i've been unable to find where i can do that if it's even possible. This is what it looks like currently. Din forespørsel [ID:10880] har blitt løst. Tittel : Sample text (title) Beskrivelse : Sample text (description) Løsningen er : Sample text (Solution) Klikk
error using to_timestamp(max(wo.CREATEDTIME)/ 1000) AS "Created Time",
Hi, I'm creating a custom report using Query Editor, when I run to_timestamp(max(wo.CREATEDTIME)/ 1000) AS "Created Time", I have 2hour difference from result executing via PostgreSQL management. Any Tips?
Can I disable FCR (First Call Resolution) option for technicians?
Hi, at this time I don't want to implement the FCR flag on Requests. Is there a way I can disable this option for the different technicians?
Create a change request directly as requester
Hi, I'm currently thinking of creating a template where the request directly goes to change. Is that possible to without any manual handling by a technician?
Custom Trigger
i would like to know if there is a way to setup a custom trigger to send out an email reminder when a task status is set to waiting on user or even if a ticket status is set to waiting on user. this trigger would need to be ran daily so it would continually email the user until they respond to the ticket or complete the task that is assigned to them.
Technician Tracking
i need easy way , queue shape or clock to check and flow how many ticket assign to Technicians on daily basis and impact
Add Asset Info to Groups of Assets All At Once
I'm just getting my assets pulled into SDP and I'd like to update groups of assets in mass. For instance, purchasing information is not filled in for the assets discovered by scanning the network. I'd like to be able to select a group of say 30 PC's that were purchased together and update them all with Purchase Date, Vendor, Warranty Expiration and Purchase Cost all at the same time. Is there an easy way to accomplish this without having to click on each asset and update them individually? Thanks!
Showing 'Discussion notes' also if nothing is in there
Viewing Discussion Notes Once you add a note to the request the Discussion notes gets displayed in descending order of their date of creation just below the Requester Details block. --------------------- And thats my question: is it possible to display the 'Discussion notes' still if no notes are in the Ticket? The Reason why i want this is that i directly can write it in there instead to navigate to "Action -> Add Discution note -> write the note" Thanks a lot
Asset association with user
Hello I've desktop central agents installed on my network devices and sending details to the service desk about assets, how can I make it associate assets to users directly so i won't have to do it manualy
Copy extensive financial information between assets
I'm looking to copy purchase and operational cost information from one asset to 300+ additional assets of the same type, etc. Does anyone know if this is possible? I know I can copy the asset but then have to go back and update name, barcode, serial number, etc. I'm looking to just duplicate financial information. -Kevin
How to smartly restrict users from viewing technician specific fields in a template.
Hello Folks, Note: Just in case you missed our earlier quick how-to videos on configuring different tasks in ServiceDesk Plus, head here. Here's another short how-to video on smartly restricting users from viewing certain fields in a template using field and form rules. Check out this video, try it in your environment and give us your feedback in the comments section below.
Best Way to inventory ESXi Standalone Systems.
What is the recommended way to inventory an ESXi Server (5.x & 6.x) that is standalone (not part of VCenter or VCenter Cluster). We have tried the linux script. but are unable to import the XML file. We need to get our NON-VCenter ESXi nodes into our Asset Management/CMDB for tracking and ticketing. This is a bit of an issue for us. We have also tried by network scanning and using network scanning of AssetExplorer as a distributed scan. The ESXi nodes don't show up and are not imported.
Business Rules
Hi, Is there any way to set a rule that only runs on certain days ? We have a list of system generated (Preventive Maintenance) tickets that get created each day, but over Xmas our business will not be operating, and we'd like to get these automatically created tickets to auto-close for a few days we are not in....is there any way to script this or is there a rule we can use to address this condition ? A
Shrink install size
Over the past couple years, as we've used ServiceDeskPlus and, especially, as we've upgraded it, the install folder has grown to several times its original size. I'd like to shrink it down, without damaging the installation. Are there any locations where old/unused files from previous builds can be removed? Backup files from old builds, etc etc? Thank you,
How to configure a change template in ServiceDesk Plus.
Hello Folks, Trust you all got to see the earlier quick how-to videos posted on ServiceDesk Plus. In case you missed them, head here . So here's another short how-to video on creating change templates in ServiceDesk Plus. Are you the change manager who intends to make the RFC (Request For Change) creation easier for your users? Then here's a quick hack for you to implement it right away. Configure change templates that let you customize the forms for the most common and frequently requested changes.
Escalate unassinged requests
Hi, Is the anyway to auto-assign unassigned request after a particular period has passed. We needed to do this mainly for requests submitted via email, these are usually handled(assigned to techies) by the service desk coordinator, but in cases where she is not at her desk, or if she misses a request, that request may remain unassigned until it violates the SLA. We prefer not to use the normal technician auto-assign feature because we have a lot of support teams and the service desk coordinator
Form Customization - When preferable to User Custom Fields vs Resources?
Dear all, When should I use Customized fields and when should I use Form resources? I understand that data types like drop down list can only be done with Resources, but in general, if the field is a text field, is it better to use it in a custom field or as resource? Kind regards, JS
place to put file to download
Is there an established place (folder under ServiceDesk) to put files that can be downloaded (eg. User Manual) from Portal Usage section? Thanks
Custom trigger script to automatically resolve ticket based on criteria?
Has anyone figured out how to do this in PowerShell or another scripting language? Essentially, I am trying to set up tickets sent from X account (an account used to send backup reports) with the word "completed" in the subject to automatically set the status to resolve so only the failed tickets remain opened. It's become a SOx requirement to track backups (failed and completed) in our ticketing system---since we perform daily backups and most are completed successfully, I would just like to immediately
E-Mail Command Function in Mail Server Settings
Hi, Just a quick question. Does anyone know how to add comments into a ticket via an E-mail update ? We're enabled the E-Mail Command function and can update a ticket....but we'd like to add comments in the ticket, not update any actual field. Any ideas ? @@REQUESTID = 168187@@ @@OPERATION = EditRequest@@ @@DESCRIPTION=Testing the function@@Results in this... Updated by Andrew Nelson on Nov 23, 2016 10:53 AM Request Updated by Andrew Nelson Reason : The request with request id : 168187 is updated
Migrate ManageEngine servicedesk plus from standard edition to enterprise
Hello team , Please let us know how to migrate our running Standard edition to Enterprise one .
Multiple checkbox field
Hi I need aditional fields to create a template. I need multiple check box selection fileds for my new template. I don't see any option to add multiple ckeck box... Do you have any advice? thx.
Multiple Assets
Hello, I have a script that is collecting information and submitting automated email requests. Sometimes these emails will have multiple assets that i need to get into a ticket. How can i get multiple assets to be parsed via email commands? I am using Service Manager 9.2 Build 9207 I tried to add a separate command for each asset, but only the second asset updated @@ASSET=05015@@ @@ASSET=05007@@ I tried putting in multiple assets separated by a comma, but only the first asset updated. @@ASSET=05015,
Field and form Rules
Hi, I want to create a field and form rule that will clear a user defined pick list field when the category field is changed on the request template. I've created the rule but not sure on the script itself. So the rule: On Field Change Rule Name: Clear Field Event : On field Change - 'Category' Conditions Null Actions Execute script The Picklist field I want to clear is UDF_CHAR3. Thanks
Requiring attachments be attached before submitting form
Is there a script that can be executed on form submit requiring the user to attach a document before submitting the form? Thank you!
Comando Email
Alguien puede ayudarme? Estoy utilizando la opción de comando de correo electrónico con muy buenos resultados, lo único que no he podido y no se si sea posible es llenar el campo Departamento para el solicitante les copio un ejemplo @@REQUESTER=Jose David Gonzalez Chaires@@ @@REQUESTEREMAIL=correo@empresa.com@@ @@GROUP=Mesa de Servicio@@ @@TECHNICIAN=Juan Gamez@@ @@CATEGORY=Aplicaciones Propias@@ @@SUBCATEGORY=Originacion@@ @@ITEM=Error en Captura@@ @@Empresa=[Fabrica]@@ @@No. de Solicitud=92929277@@
Any examples of customized login pages available??
Hi all, Trying to customize the SD+ login page but not having much luck. I'm no web-designer :) I'm following these instructions: The login page can be customized according to the user's needs. The html file for default layout is available in C:/ServiceDesk>>custom>>login>>default.html The user can make a copy of the 'default' file and customize it as per their requirement. The customized file should be saved as 'custom.html' in the same location as that of the default file. ie; C:/ServiceDesk>>custom>>login>>custom.html
Share tickets(Requests)
Is it possible to share tickets between 2 diferent ServiceDesk instalations?
How to add columns to archive requests
Can someone tell me how to add more columns to add columns to archive request system
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