Help Operating Hours alternative
I have two analysts that have different hour than other technicians. How to configure these to auto-assign only in your hours of work? Auto-assign is the feature more importante to us! Tks
Regions/Country/Site wise Approval
Hello team, We have some requests where a single Request template would be used but depending on the requestors location we need to send the request to different Approvers. e.g. Requestor is from Australia the Approver should also be Australian Providing you my direct contact details in my signature below if needed. Kindly help. -Regards, Pankaj Bhadage email : pankaj.bhadage@svitzer.com Direct :+63 26898980 mobile: +63 9395592186
Are you API about ServiceDesk Plus - Part 4
There are currently two main options used to run PowerShell scripts from ServiceDesk Plus, the 'Request Custom Menu' or 'Custom Trigger' options, available from 'Admin > HelpDesk Customiser'. Both of these configurations will have an option to execute a script and, in order to run a PowerShell script, you will need to use the following command as an 'Execute Script' action: cmd /c powershell.exe -WindowStyle Hidden -file c:\ManageEngine\ServiceDesk\integration\custom_scripts\testscript.ps1 $COMPLETE_JSON_FILE
How to link similar help desk requests and resolve those at one go?
Here's a short video explaining how you can link similar help desk requests and resolve them all together. This feature reduces the time spent on redundant requests thus increasing the productivity of the technician. Here are more such short videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: The similar requests are selected Step 2: "Link requests" is selected from the "Actions" drop-down menu. Suitable comments are entered and the requests are linked.
Depending on Field and Forms Rules in ServiceDesk Plus?
The 'Field & Form Rules' is a great new feature for Request templates in ManageEngine ServiceDesk Plus. The feature allows for the creation of dynamic forms that change in response to selection of field values and content. Whilst there are standard actions that can be defined for a Field and Form Rule, such as Enable / Show / Hide / Mandate fields, there is also an 'Action' option to 'Execute Script' which allows for even further customisation. Now Zoho have a couple of sample scripts, one of which
Are you API about ServiceDesk Plus - Part 1?
The REST API in ServiceDesk Plus is a very powerful integration tool. However, the information available about how to use the API interface can be a little confusing for non programmers. Hopefully the following will help the uninitiated amongst us. Some terminology first ... REST stands for Representational State Transfer. (It is sometimes spelled "ReST".) It relies on a stateless, client-server, cacheable communications protocol and, importantly for us, in virtually all cases uses the HTTP protocol.
Are you API about ServiceDesk Plus - Part 2?
Hopefully in Part 1 you've had a chance to review what kind of operations are available through using the API. The next challenge is to actually make the API work in practise. First off to use the API interface you have to configure an API key against a technician account. This could be a suitable existing technician account or you could create a new technician account specifically for use with the API interface. Either way you will have to ensure the technician account has sufficient rights for
Are you API about ServiceDesk Plus - Part 3?
Continued from Part1 - https://forums.manageengine.com/topic/are-you-api-about-servicedesk-plus-part-1 Part2 - https://forums.manageengine.com/topic/are-you-api-about-servicedesk-plus-part-2 It's potentially possible to write your own workflow for ServiceDesk Plus using external scripts to interact with the ServiceDesk Plus API. There are various scripting languages we could use but, for simplicity, I'm going to use Microsoft PowerShell. PowerShell is widely recognised and should be readily available
Knowledge base / Solutions
Hello, I want to know if the SDP has some kind of a knowledge base that the users (requesters) can search in so we can add or link it in the solutions tab ?
Additional fields with task dependencies
Hi, Is there any way to change an additional field value based on task closures. I configured the tasks dependencies and i need that every time a parent task is closed, the field value changes.
Dashboard & Support Tabs: How to Remove them?
I created a new Role for our tech but I do not want them to see the tabs that I mentioned above. How can I remove them? Thanks,
How to set default priority when new ticket is logged
Hello Is there anyway to set a default priority when a ticket comes in?
Assets Management
Dear All, How can I treat the retired server 2003 in the assets? First, I removed all the licensed software. Should I delete the machine from asset list or just change the status to retired? And what you all basically do in this kind of state? Thanks everyone.
Incident Template
We have an incident template that gets triggered (via Business Rules) when a member of our HR department sends an email on new hire's and terminations and the user who sends the email is the only one that would be notified when a service ticket has been created. Now they would like to have the same notification sent to various individuals in upper management when a ticket is created. I would like to know if it's possible to send email notifications from this particular template. Any help would be
Renaming a TAB
Good day, We have SDP Enterprise and have found the system so effective at managing ICT related requests and incidents that we would like to use the product in other departments too, the maintain a paper-trail and SLAs on work done. In this department however, Request will not do. Can this be changed to Claims? Regards,
Query to find work log timer is open
Hi all. Our technicians starts work log timer and then forgot while they investigate other tickets and pages. Is there a way to stop automatically, alert, or query to find which tickets has open work log timer
approval link
in the approval link which we are usually sending to the managers for their approval. is there any options that we can customize some field that if the Technician write or input some Notes it will also be viewable by the Approver. If the Manager click the link for his approval he will view the approve/reject button then below this will be the Notes of the Technician.
Complex Spam Filter
Hi, Trying to set up a relatively complex spam filter . To simplify, I need to be able to apply the following rules: 1.Sender is address@domain1.com and subject contains 'Acknowledgement' 2.Sender is address@domain1.com and subject contains 'Information' 3.Sender is address@domain2.com 4. Subject contains 'Automatic Reply:' With the rules being limited to all criteria being matched or any 1 criterion being matched I don't see how this can work? If I select 'Match ALL' then emails from domain2
Field/Form Rule Help
I have a need to take a custom date field and force that to be the duebydate I thought this might work as a "form load" option but its not working -- any assistance would be appreciated var x=$CS.getValue("WorkOrder_Fields_UDF_DATE6"); $CS.setValue("DUEBYDATE",new Date(x));
Role Permission - Linking Requests for MIs
Hi, We're working on our process for major incidents, and was hoping to use the request module more effectively to link parent and child tickets with 1 being denoted as the major incident and the other related incidents put as child requests underneath this. We have found that this causes issues because depending on where you link the requests from, you can make parent reference requests into children. We still want to progress with this approach, but wanted to limit access for users to be able
Desktop Shortcuts to incident templates
Is there a way to create a desktop shortcut to a specific Incident Template? Currently requesters get sent to the homepage.do when they first open up http://ipaddress:8087/WorkOrder.do?reqTemplate=602 which is the address of a Incident Template url. If they already have SD open the http://ipaddress:8087/WorkOrder.do?reqTemplate=602 url will open the incident template as requested. I want to create individual shortcut links on the users desktop for each different Template.
Cost of Service
Good day, I would like to know a few things: 1. Is there a report which shows how much each incident cost to resolve given that all technicians have Cost per Hour Configured? 2. Would that cost automatically be associated with the asset assigned to the requester as a TCO calculation? Thanks,
Service Desk Now Parameters - Escalation
Hi, When choosing who to escalate an ITSR to we get a list of users and a configuration for $Ticket Owner. Are there other parameters that can be used to reference other components like the Ticket Owners Team Leader and other roles ? Would be good to have a list of options that ME understands. Andrew
Show Bottom Toolbar
Hi, can I modify anything into SDP configuration to show everytime the bottom toolbar? Thanks in advance.
Is there any way to use the "email id to notify" field just to notify the e-mail
Hi, Is there any way to use the "email id to notify" field just to notify the e-mail but not no reply. I mean when a request is created we use the field "e-mail id to notify" to notify anyone out of our organization that the request was created, but when the technician reply the request, the e-mail on the field appears like Cc e-mail. can I prevent that?
Resize Description field box in Request Catalog Templates
I have created a number of templates in the Request Catalog for our users to use to open requests. In those templates, I would like to resize the Description field to be smaller so that the Add Request button comes up and can be seen without scrolling down. Can you tell me how to do this? Leslie
How to edit/delete the existing questions list.......
When I add resource, I can add my own question or use one from existing. My question is how do I edit/delete what is in the list? Additionally, When I create a drop down or checkbox question, how do I re-arrange the choices I put in? I looked and could not find answers to these two questions. Thanks, ~B
Removing Service Fields
Good day, I have created some Custom Service Fields in the Service Catalog's Form Designer. How do I delete these fields? Not from the form, I can do that but from the Field Chooser. I like the data and database to remain clean and want to delete fields that are no longer needed or relevant. Thanks,
Limiting the number of requests 'In Progress'
We have just recently added Field and Form rules to our Manage Engine incident templates to allow that when a technician picks up a request, the status of the job is automatically set to 'In Progress'. However this is leading to staff having multiple 'In Progress' requests in their name, rather than placing a request 'On Hold' before moving onto another request. I currently have some technicians with 20 requests assigned to them, all showing the status as 'In Progress', I want to limit that if possible
Custom Scripts for Rules on Request Templates
I see that there are some examples of scripts when you go to create a template. Are there more that what are listed? This is what I want to do. Create a template with a custom drop down menu. For this example lets say AirWatch. Once you pick AirWatch it will auto pick the build in Category to "Server Software" and Sub Category "AirWatch" How would I do this? I can use the built in script to see the "custom drop down menu item but the action to change the two categories isn't listed.
How to change Backup path?
Hello, is there a possibility to change the backup path? We want to save the backups on a separate partition. Kind regards from Germany, Jan
Adding quick resolution survey with 1-5 rating in resolution email
Is it possible to add a one line survey embedded in the resolution email that says "Rate us on the service you received" with 1-5 ratings (radio buttons)
Adding External links
Hello all, I have a department that uses their own helpdesk program which has a link to them directly but I am unable to find where to add such for users. Does anyone know how to add an external link to either the home page or dash board? Thank you
Is it possible to click on a user and see all their job history?
Hi, We are currently on Build 8217 Is it possible to click on a user's name and see all the jobs requested by them?
Spam Filter Rule for top-level domain designator
Is there a way to establish a Spam Filter rule (under Mail Fetching) so only emails from .com, .net,.gov and .mil can create tickets? I'm trying to filter out the .biz, .tv, .info emails from opening tickets. Any guidance is appreciated.
Change SLA based on level
Hi Is it possible to change SLA when the level is updated?. We have service requests that might change from one support group to another but the SLA for the first group is the lowest and for the second is higher.
Reporting_to parameter in Email id(s) to notify field
Hi all, in incident default template I added "Email id(s) to notify field". Now I need that this field is populated with $Reporting_to$ value when a Requester open a new incident or request. Example: Requester1 reports to Requester2 (see attach1). When Requester 1 open a new incident/request I want the "Email id(s) to notify" field contain Requester2 email address (see attach2) Is this possible? If yes, how can I do? Best regards, Sutot
Close Request Form Changes
Hi, Is it possible to either customise or disable the web form that appears when a request status is changed to 'closed'? I want to be able to add a second tier to the request closure codes eg - System issue -> Network. I can create user defined fields on the main request form if I can't customise the close form screen, but if this happens I want to disable the form with the existing request closure fields.
How to configure requester sorting by email address domain
I've configured Sites, so the question is how to make some kind of automation rule, for example: request is sent from particular mail domain -> to service desk's incoming mailbox. System creates Requester after fetching mail and if mail domain is for example @gmail.com - > associate this requester to site "Named A" Or what is the best approach to do this?
Auto Assign Tickets to Technicians within a group
Please I am having issues getting the auto assign feature right, (hopefully am not the cause I have ENABLED TECH AUTO ASSIGN SELECT TECH AUTO ASSIGN MODE EXECUTE WHEN A REQUEST IS CREATED APPLY TECH AUTO ASSIGN WHILE CREATING REQUESTS TO EXCLUDED SOME TECHNICIANS After all said and done, I have observed that it assigns tickets to technicians which don't have anything to do with the group which the ticket belongs to. How do I get
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