Unlock AD Account through ServiceDesk Plus custom menu with PowerShell script
Hi everyone, Played a bit around with and tried to learn how to use PowerShell scripts triggered by SD Plus. Result of this is the attached script which we now use, triggered by a custom request menu visible when using our "AD account locked" service request template, to unlock AD accounts. Will also use this as a template to create other scripts in the future. If you've got any scripts you already use, I'd be quite keen to learn what you're doing... Prerequisites to get SD Plus to run PowerShell
ServiceDesk Plus & Jira Integration?
Does anyone have real life experience with the ServiceDesk Plus & Jira Integration? How have you solved the plain text password issue? Many thanks, G
Seeking To Survey With ServiceDesk Plus
ManageEngine ServiceDesk Plus has it's own built-in survey option which allows for creating a series of feedback questions with graded user response and comments: One particular client was looking to obtain feedback from their user base but wanted to omit sending too many notification emails to the users. As the in-built survey had it's own, separate notification email this didn't really suit this particular environment. In addition they were also looking to create a slightly more graphical survey
Users ignoring request for feedback
We have a ticket status called "Waiting for user" which stops the clock as the actions are in need of more details from the user. Problem is certain users ignore the request if the issue then, for any reason, is no more. Possible to check on the status change (from anything to "Waiting for user") and automatically change the status to, e.g., Resolved (which, that one, is se to close the ticket after 5 days if no user action). Hope the scenario and the need is clear. Thanks for any help and/or tip.
Add requests to technician calendar
I cannot seem to find how to add tickets to a technicians calendar? This is pretty basic for a manager to schedule tickets, but I cant seem to find out how to do that. Thanks for your help!
Is it possible to ensure a request can only be re-assigned to another user and not none?
Hi all, As above. Thanks for any replies.
How to configure change workflow in ServiceDesk Plus?
Changes that are frequently initiated are implemented directly and closed without having to go through the entire change lifecycle process. Change workflows can be configured for such change requests and these workflows are listed in the Workflow drop-down field in new change form. Selecting a workflow from this list will enable the request to follow the process defined in the workflow. Administrators can configure change workflow by deciding - the stage and status the change would move to for
auto assigning ticket
Hi,Is it possible to auto assign a ticket if It has not yet been assigned to a technician after 1 day? Thanks
technician can see own ticket also assigned
Why technician can see the ticket which he created also if he has assigned to another group? is it possible to hide these ticket when assigned? Thanks
Forwarded emails
Hi, I'm new to ServiceDesk Plus. I was wondering if it was a way to emulate a feature I've seen in other products: we frequently receive emails from users to our personal mail addresses, we would like to forward them to the SDplus email address in order to open a new ticket. Is there any trick to let SDplus open a ticket as sent from the original user (the one from the original email) instead of opening it as the technician who forwarded the mail? thank you so much, Filippo
Discovered way to have Dashboard that cycles between Opmanager and Servicedesk dashboards!
This article by Nigel Arnold at Set 3 showed me how to use gadgets in opmanager to display pages from Service Desk within a OpManager CCTV view. http://set3manageengineuk.blogspot.com.au/2014/12/servicedesk-plus-in-opmanger-dashboard.html a little bit of dicking around, I have discovered I can do this : <iframe src="http://helpdesk/WidgetDetails.do?widgetId=1&hasFlashCharts=true" width="400" height="200"></iframe> to include the gadgets from the dashboard view. so use Chrome to do a View Frame Source
Simple REST url example
Does anyone have an example REST API url for viewing a single request? I understand having to use the technician key, but I'm not sure where it should be in the url. An example url would be great. Thanks.
Customizing the user interface with corporate colours and logos etc
Hi all, I've been trying to get my user interface to look more corporate but I cant see any way of changing the background etc. I'm missing something obvious right? :)
Resetting the Service Desk
Hello, We have done extensive customization on Service Desk plus and consequently logged several incidents during the test phase. Is there a way to "reset" the service desk to delete any existing tickets while retaining all other customization? Thanks,
How to map the Asset fields in Incident templates??
Dear all, I have created a IMAC template where I want to map the Asset fields like HDD size, RAM, Host name etc. but I am not able to do so. Can you please help me in this case. Note: I am using Manage Engine Service desk Plus 9.2 Build 9202 Regards, Mayur Sawant 7506262144
reg ex on Incident - Additional fields
Hi, is there a way to add regexpression on Incident - Additional fields? Thanks
assign a template to a site?
can I build a template and make the dealt to users at a specific site
How to capture accurate time spent on a request?
Technicians who handle numerous tickets on a day often miss to record the time spent on that request. As a result, IT administrators face a challenging situation in tracking a technician's working time on a particular ticket and also assess their SLA compliancy capability. ServiceDesk Plus helps you to overcome this situation by effectively using the work log timer. Work log timer helps the technicians to easily record the time at which they start their work on a ticket and also stop the timer as
Incident Template Rules
hello Every body I Want to ask about how to make rule on Template when the requester open it to download file
Sanity check! Only logged in techs are auto-assigned tickets
Hi all, Just wondering if I can restrict automatic ticket assignment to techs that are logged in. A potential problem I could see would be tickets being assigned to a tech that is not working on helpdesk that day. I noticed there was a tech calendar that allows a tech to mark themselves on leave. Is this how others manage this problem? Thanks in advance
Alternative Asset States
Good day, Asset states are limited in that there are only: In Use In Store Expired Disposed In Repair Is it possible for me to add more states for In Store? We have two or three locations where IT equipment can be stored based on value or the potential to redeploy equipment to the production environment eg: In Store - Room 16 In Store - Safe 4 Can more States be added in this way? This will also help with auditing in that specific equipment can be readily tracked to a specific storage location. Thanks,
Cleaning Up SD Plus
Hi, As we've used the system for a while we have a few items in different areas that has been discontinued for use (Categories, Service Catalog Items, Fields, Resource Question History etc.) Some of these you can remove but others are simply disabled for future use. Is there anyway to clean these up and remove them entirely as the thing looks messy as our service and terms change over time ? Any advice or help would be appreciated. Andrew
ODBC Connection to Service Desk Plus
Good day, I do consolidated reporting on help desk performance using powerpoint. I know that you can connect to a SQL DB from a spreadsheet and then you can insert that spreadsheet into your presentation. How can I connect to Service Desk plus? I would like to extract incidents by category data while I do not want to use the built in reports or want to move data manually each month. Thanks,
Submit php file for registration
I would like to have a form on the login page that would run a jquery popup (which is working) and then submit to a php file that would then send that info to an email. This would allow the technician to create a user for the person wanting to register for the helpdesk. I can modify the login page fine, but is there a way to run php files?
Custom triggers for changing the request status
Hello, Is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming requester conversation (a requester reply)? By default, SDP does not change the request status, and we would like to have the status automatically changing to "Response available" for example. In addition, is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming conversation (a
Calls that have been unassigned ---- Can we auto re assign them to another tech?
Hello, We are close to piloting Servicedesk + for one of our teams but we have hit a possible snag. If a tech un-assigns a ticket, it seems to go back into the requests and if not spotted, could go un-worked for a long period. We would like to ensure that techs can only reassign to other users and not just choose unassign. Is that possible?
How to configure change SLA in ServiceDesk Plus.
Service Level Agreements define the time within which a Change Request needs to be resolved. SLAs are applied automatically during 'Add/Update' of Change Requests based on the criteria defined. Change SLA will be executed based on the 'Scheduled Start' and 'Scheduled End' time of the Change Request. Here's a short video showing how to configure a change SLA in ServiceDesk Plus. More such short videos to help you get the most out of ServiceDesk Plus! Brief explanation on the video: Step 1: Go to
Scripting Query
Hi, I'm looking into how scripts can control the Resource Info and we've used the following so when an option is selected it run this - Which auto-Selects the Please Re-Open..." checkbox. $CS.setValue("RES_907_QUS_3001",["Please Re-Open the Attached Wrappers"]); 1) Can you set it so it cannot be changed ? 2) Can you hide other elements in the list ? Any help would be appreciated. A
Managing Mobile Assets in Service Desk Plus
I'm trying to get our Service Desk plus system setup so that Mobile phones can scan and feed information into the asset module. At present we are adding handsets in under the smart phone category but this is very much a manual process. I'm interested in which methods other people have used to get the assets to feed in automatically
Migrating service desk plus to a new server
hi i'm currently running Service Desk Plus 8.2 Build 8217 on an old server , how do we migrate it to a new server and keep the configurations and database as they are on the current server? regards Lucky
how to setup service Desk application to auto assign tasks to the same technician assigned to the request?
to provide a brief description this is what we are doing: We create a request template what needs to be approved in order to be worked, but after the approval the same person who approve it has to assign the Technician, this step is doing manually by the approver due to business needs. the Tech is successfully assigned to the request; however the triggered child task associated to the request are not being assigned to the tech what we want is to get those child tasks auto assigned to same the technician
How to configure SLA actions in ServiceDesk Plus?
SLA Actions help to automatically categorize a request and assign it to a group and a specific technician during escalation. Watch this short video and learn to configure the SLA actions for a request in ServiceDesk Plus. Here are more such videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: Click on Service Level Agreement under Organizational Details. Step 2: Select an SLA and enter the fields of criteria. Step 3: Click on Actions and key in the escalation
Listing all requests/problems associated to a change
Hello everybody, is there a simple way to list/navigate to requests/problems associated to a change? Thanks in advance, Enrico
Close all resolved tickets
Hello, Is there a way to close all Resolved tickets? thanks
Can Service Desk Plus be configured so that when a request is closed a Resolution has to be input?
Is there a way to configure Service Desk Plus so that closing a request forces a Resolution to be input before saving it? Inquiring minds want to know. Thank you. -Randy Singh-
Field & Form Rules over Requester Field
We want to know if we have a posibility to get information about requester fields (Like Phone, Departmen) to incidents fields(Incident Phone ,incident Department) We know that the aplication has scripts of fields for example "Priority" "Status" but how do i can get the name of the requester fields? even if i have custom fields.
How to configure business rules for service catalogue in ServiceDesk Plus?
Business Rules enable you to organize the incoming requests and perform actions such as delivering them to groups, assigning status and other request parameters. Business Rule can be applied to a request when it is created (or received), edited or both. Watch this short video and learn how to configure business rules in ServiceDesk Plus. Here are more such videos to help you get the most out of ServiceDesk Plus. Steps explained in the video: 1: Select service catalogue > manage > Busines Rules.
How to configure task dependency in ServiceDesk Plus?
A typical workflow has various tasks to be performed. These tasks are sometimes interdependent and are to be performed one after the other in a sequence. This calls for the task dependency map, where the task to be performed first is termed 'parent' task and the following task is termed 'child' task. Configuring task dependency will provide a clear structure for the workflow. Watch this short video and learn how to configure task dependency. Here are more such short videos to help you get the most
ServiceDesk Plus Test System
Our clients are often looking to build a separate instance of their production copy of ManageEngine ServiceDesk Plus for testing purposes. This is a pretty straightforward process but there are a few things you do need to be aware of. With a default PostgreSQL deployment of ServiceDesk Plus on a single server you simply need to build a new instance of ServiceDesk Plus on the new test server using an installer for the same build as your current production system and restoring a backup copy taken of
How could I get "description" field from switch?
With the functionality of automatic discovery (Admin/Discovery), in the case of the switches we are not interested in obtaining the "Speed" field, however we would be interested to get, store and show "description" field. How could I change the way servicedesk collect information to take "description" rather than "speed"? Thanks
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