Proactively Track Your Infrastructure Assets In ServiceDesk Plus
How best to track assets, now that's a question. ManageEngine ServiceDesk Plus provides a variety of options to interactively scan workstations and servers from an 'agentless' (WMI/SSH) and agent based perspective. However, did you know that you can also actively scan your infrastructure devices using SNMP to ensure they are operational resources in the environment? First off you need to ensure you have the appropriate SNMP credentials configured in ManageEngine ServiceDesk Plus. To do this go to
Add "last responded" column to the main requests view
Hello, I am curious to find out if SDP has the capability to add an additional column to the main requests view to show the timestamp of the last response, or last update by a technician. What I am looking for is an easy way to identify the last time a technician interacted with each request so I can prevent any requests from becoming stale. Ideally, I would like this column to show the timestamp of the last conversation a technician sent to the requester for each request. The intent is to create
Seeting the Mode of a ticket with busines rules / Incident Template
Hi We have a 3rd parting network monitoring system (PRTG) with send email alerts into Service Desk. one of the things we would like to do is get some of the category's and request type I have the rule setup to use a template called PRTG Test and this changes all the relevant fields except the one I am most interested in changing the Mode if you can please offer some asstiance we are on version 9.100 build 100 Regards Peter Gordon Peter Gordon Service Desk Analyst LINPAC Group
SDP -> Create ticket in JIRA - help
Hi ManageEngine, I need your help with the SDP . I need to make a button that will create ticket in JIRA . Can someone explain to me step by step how do I do it . I look forward to help from your side . Regards, Pawel
Fast copying relevant parts of the application
After filling out an application every time I need to copy some parts, such as the application number, the subject, telephone number, etc. to send to employees. You can make such a tool to advance, I chose to copy the desired part by pressing and they found themselves in the clipboard windows. Оr if there is an existing program please tell me.
Hide service status
Please, I need help. A departament need new service status but they shoul only be avalible to their group, other groups should not see them. how can i hide service status from the other users?
Templates or automation of Tickets sent to Help Desk
Is there a way that a reply can be sent to user who creates a ticket saying something such as" Your request is currently on hold and will be resolved ASAP" for tickets being put on hold. Can this reply be sent to user automatically when they send a ticket requesting assistance? and for tickets resolved for something to be included like a template saying" Your issue has been resolved have a great day" rather than having to type this statement manually everytime. Regards, Nairaj
Mandatory fields background colour
Hello all Is there an easy way to change the background colour of the input boxes on mandatory fields until it is completed? I know it gets the red star, but a nice red background to the field makes it a lot easier for users to see where they need to enter data? Thanks
Performing Snap Polls in ServiceDesk Plus
This proved an interesting requirement for one client recently. They were in the process of commissioning their self-service portal in ServiceDesk Plus. At this stage a full-on user survey was judged to be too onerous but the help desk team wanted some means to assess overall user satisfaction via the self-service portal. On further discussion we judged that a simple snap poll would be sufficient to meet this requirement. How did we implement it? A little on-line investigation threw up a few suitable
Security on an Incident template
Is there any way to configure security on an incident template so that only certain requesters have access to it?
Form Script: Change value of a field based on form answer
I can't seem to get the form rules to behave how we want -- here's the scenario. During a planned off boarding event the default Urgency is set to normal. We'd like to update the Urgency field from normal to high if the unplanned box is selected in the form.
Labor and training in the purchase module?
I was curious how everyone is accounting for labor and training on their purchase orders. The product types (Asset, Component, Consumable) don't feel like they total account for this.
Email Command Custom Fields
Hi, we are using the "mail commands" and we now want to fill custom fields by the syntax: @@CUSTOMFIELDName=Casesensitive?@@ Described in your documentation this should work, but it doesn't:( Additional we need to read the CUSTOMFIELDName in a MailResond and send it to one of our suppliers... Looking forward to hear from you! Regards Philipp
How do I attach multiple assets to a single request?
I have a bunch of assets that I want to attach to a single request because that request involves all the assets in question. ie Assets A B C are all suffering from the same issue. So user submits request to the IT team explaining the problem that plagues Assets A B and C. I want to be able to attach these 3 assets to the same request so If i look at the request history on assets A B or C I will see the same request. Is there anyway to do this? The Asset field inside of the Request seems to be able
Difference in IT Asset vs Non IT-Asset
I was wondering if someone could tell me the difference between the IT assets and Non-IT Assets inside the ManageEngine Service Desk Plus? Thanks -Trevor
Embedding External Form in Description Field
Hi, How can I get an external web form within the Description field on Field change using the custom script given below. /*To set content of Description field use below method*/ $CS.setDescription("sample description"); Note: The form works when I use the Copy and Paste function in Description. In other words, I need to use the "iFrame" tag. Regards, Pramod
Notification Template - How to Reply to Requester with Comments Typed in the Close Case pop-up
Hey everyone, You know when you close a ticket in Service Desk there is a pop up that asks you to type in Comments and Closure Comments. How do I modify a Notification Template so those comments are sent to the requester when the Ticket is marked as closed. Thanks!
Filter Requests by Requester
Hi, I want to know how to get requests filtered by a specific requester.
Service Desk Deployment
Dear All, Recently we purchases SDP Professional edition 9.1. Facing challenge in deployment ! Don't able to project plan for deployment !!!! Could any one guide the best way out for the deployment.... We have SDP along with Asset Explorer and AD Self Service Plus. We have mixture environment Domain + Workgroup Manoj
Announcements x Tickets (Alerts)
Hellow Can I create an announcement automatically when a ticket is created? e.g. Is it possible? Can i create a trigger to do that? Thanks SDP 9.1 MSSQL
Connect to pgsql database in linux
I have SDP installed in linux. HOw do I access the database via command line to review structure and such? I navigated to ManageEngine/ServiceDesk/pgsql/bin ./psql -U postgres -p 65432 -d servicedesk psql: could not connect to server: No such file or directory Is the server running locally and accepting connections on Unix domain socket "/tmp/.s.PGSQL.65432" I'm using port 65432 as that is what it seems to be using: postgres 1271 0.0 0.2 60140 10944 ? S Aug17 3:54 /srv/servicedesk/ManageEngine/ServiceDesk/pgsql/bin/postgres
Fields priority and incidents status translation
Hi, We are using ME ServiceDesk plus, and we have most of clients from Poland, so all templates are prepared in polish language. However, now we need to add some external customers from outside country, and I have problem with fields Priority and Status. How can I translate them into polish/english? Those fields are not customizable per site, so creating seperate priorities for english and polish is not possible, also in translations section I can not find them. Is there any way to do this? Thanks
Automatic Request Merge
Hey; Our service deskplus version is 9.1 Build 9113. The problem is requesters create ticket via mail then a technician reply after reply the subject prefix change automaticly "RE" because of it service desk create new ticket.How can i prevent it ? Subject ID is same but Subject change.
Different Approvers from one template
Hi At the moment on our ServiceDesk we have setup many different request templates for our network shares that automatically go to the folders owner to approve. this has resulted in over 80 different templates just for folder access. I need a way to have just one template that then when the requester picks the subcategory for the folder they need access to and submits the approval goes to the right person. please can you let me know if and how i can do this? Thanks Adam
Send Notification after hold time finish.
i want service desk can send a notification to technicians after their hold time finish on Request. how can i do that ?
Assign Task to multiple user in project
Hi, Is it possible to assign same task for multiple user for one project, please reply ASAP
REST API for GET_REQUESTS filterby All_Open
The input data im using trying to get All_Open requests is this: INPUT_DATA=<Details> <parameter> <name>from</name> <value>0</value> </parameter> <parameter> <name>limit</name> <value>100</value> </parameter> <parameter> <name>filterby</name> <value>All_Open</value> </parameter></Details> But I get this error. - < operation name =" GET_REQUESTS " > - < result > < status > Failed </ status > < message > Technician/User does not have permissions to view this request filter </ message > </ result
Customized Business Rule
Hi, Currently, we have a task for which there is a strict workflow that needs to be followed. Requester "A" creates a ticket or request which is completed in a sequential order by Teams 1, 2, 3 and 4. Ideally, the ticket should land in the team 1's basket. After completion of the task, the team 1 will close the ticket. But this closing action should trigger a new ticket or same ticket for team 2. Then team 2 closes the ticket which should create the ticket for team 3 and so on. Our requirement
Template CSV Asset non IT
Good morning, has need a template CSV to add some assets not it through the importation from CSV. Thanks
Notify technician of SLA expiry/escalation
I've been trying to find an option that will send an e-mail to any technician whenever one of their assigned requests SLA expires or escalates to a higher tier. Does an option like that exist and where can I find it?
REST API
Hi, How can I use rest operations for add request, edit request, view request, add comments, display requester requests. I am trying to use .Net code to use web services to perform specified operations. Please provide a complete url for each operation and don't provide me an answer that go to your incomplete guide. Thanks Praveen.
Business rule which can do email Id to notify
Please in my organisation the Information security department is required to be notified of some particular services/incidents. I am trying to see how to implement this rule for the request that are been created but seem to be stuck on how to do this. Please I need assistance
could you please explain how to manage pdf files on manage engine ?
I just want to insert a pdf link to a subfolder which is created in solution segment. The pdf file has 110 pages and in my case i want it to be opened on the browser with specific pages. For example, the related topic is only on pages 40 and 41. When i insert the link to the contest, it does not show off with pages 40 and 41. Someone who wants to get more information about topic has to download the whole pdf file instead of just looking at the pages related to topic on the browser. Do you have
Auto-populate request field with IP / PC name?
Is it possible to add a field to requests generated by our users that would auto-populate with the user's IP address or Computer Name? It would make life so much easier for our technicians when users forget to fill out the templates fully.
To CMDB or not to CMDB in ServiceDesk Plus (Part 2)
Last time out ( https://forums.manageengine.com/topic/to-cmdb-or-not-to-cmdb-in-servicedesk-plus) we were looking at the CMDB as a means to 'hide' specific custom data against particular assets, in our Smartphone example the IMEI number specifically. Following on from this I'd like to demonstrate how the CMDB is also an excellent 'visual' filtering tool for the asset register. We recently completed a project for a client involving the import of over 2500 facilities management type assets and the
How to collapse conversations
Hello. Is there a way to collapse requests conversations by default, in order to see the all thread? Thanks in advance for your help.
Modifying the default screens for incident, problem, or change templates
Is there a way to modifying the standard screens and field for the incident, problem, or change templates? I would like to remove or change the values of certain fields. Thanks, Joe.
How to set a specific time for Active Directory import schedule
When setting the AD import schedule the time of import appears to be set to be equal to the time you saves the setting. I would like to change the import to run during the night, is there a way to set the time of the schedule manually? or am I forced to hit the save button at some unsociable hour in the night!?! Thanks All.
Email notification of new issue is not tied to original email
When I as customer send an email to ServriceDesk Plus about some new problem. The system replies to me with in a new email and issue number is assigned. But, this email is not a reply message, it looks like just a new message from the system. When I browse emails in my mailbox I have separate messages: original (my) and notification with issue number assigned. Is it possible and if it is, how to set up the ServiceDesk so it sends notification as reply-to original message.
Converting Time Elapsed into Days
Hi, Can you please let me know how to convert time elapsed into days in sql server or any idea , Actually i want see avg days spent . One more question is how the time elapsed it calculated will be consider your office working hour from 8am to 5pm and excluding weekend , if you can you please send me sql query . Thank you, Sri
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