Assess Assets with new ServiceDesk Plus Custom Scripts feature
We had an interesting discussion with a client recently. They were looking to improve the efficiency of the first interaction on a request for a technician in diagnosing potential user issues. One method they perform is a basic connectivity check to the users workstation to eliminate the obvious fault and they wondered if it might be possible to provide this as a button in the GUI for technicians to select. Given ManageEngine ServiceDesk Plus has recently introduced custom menu options we thought
To CMDB or not to CMDB in ServiceDesk Plus?
We generally find that clients struggle to get to grips with the Configuration Management Database (CMDB) module in the Enterprise Edition of ServiceDesk Plus, often finding it 'a bridge to far' in their estimation. Whilst it's true you need to have a relatively clear idea of what you want to achieve with the CMDB long term there are some great short-term benefits to using the module. Take, for example, the issue of recording mobile phone assets. Now there are two potential areas this data can be
Pending Requests + Pending Tasks in one screen?
Is there a way for a technician to see both their own pending tasks as well as their own pending requests in the same screen? I imagine a customer filter would do this, but I don't see anything labeled for Tasks in there.
problem with status
hi all. my SD has status, for example: opened scheduled on hold in work done closed. and when specialist set the status - "done", service desk is send a letter to customer about it. so, if customer don`t response on e-mail of 3 days, incident move to status "closed". now i have the task - create status "canselled". this status have the same funcionality as the status "done". what i should do? sorry for my English v. of SD- 9003 database - postgrec
Determine way to dynamically adjust Urgency to account for Requested Due Date
We are trying to find a way to automatically adjust urgency for our Helpdesk system. Sometimes, the users will either select a normal urgency when it should be higher, and then our technicians won't get to it as fast as the user would like. We would like to set up a way that will dynamically set the urgency, based on the requested due date. If this would work, we would like to see it look like this: 1. When a new ticket is created (web form only), the system checks the Requested Due Date and if:
Edit task via API
Hello. I have a problem with API and tasks. I want to change group and title of task via script in powershell. Original task: title: "Old task name" group: "servicedesk" description: " Line one Line two" API query: https://sdsrv/sdpapiv2/tasks/79719?TECHNICIAN_KEY=TECH_KEY&INPUT_DATA={ "task": { "title": "Task name", "group: "SRV ADM GROUP" } } After query I have (in SDP task): title: "Task name" group: "SRV ADM GROUP" description: "Line one
Remove Administrator as Technician, but still able to log on to make configuration changes?
I have 2 technician licenses and 2 technicians which i would like to give them their own username to logon without administrator rights, then there is me as an administrator who would use the administrator logon for configuration changes. Is it possible to delete the administrator account from the technicians list but still logon on as administrator, ive searched here and found that you can remove the administrator from the technician list, which is great but in doing this, would i still be able
REPORTING_TO via custom menu
Hello. Is there any possibility to add position to custom menu like "Send Approval to Manager" (click -> send approval to REPORTING_TO)
Asset Scan Exclusion
Is there a way to exclude assets with a certain status from scheduled scan? For example, I have a number of assets in inventory that have a status of "In Store" because they are still in a box and therefor will not be accessible for scanning yet they showup on the failed to scan list. Any ideas?
Removing Resolution from Technicians Template
When opening a request, the resolution option is there. Even when we do not put anything on the window and submit the ticket, the request shows that a resolution has been entered, even if we do not write anything. Is there a way to remove that option from the default template? I've been looking but can not find anything. Thanks,
Technician Notifications
I would like for our techs to receive email when a request is opened. Now, when I go to the Notification Rules, the option is there BUT it tells me to add the technicians. IF I add all of the tech, they will only get an email when a request is created for their group, correct? Not every time a request is opened? Just want to make sure. Your help is greatly appreciate it!
Business Rule Question
Good Morning, I am setting up everything and have a couple of questions in regards to the Rules. I need to: 1. Make ALL requests that are open to go to one place 2. Only a few can see all of the requests a. My main help desk person will re-distribute the calls to the appropriate department I have created different groups (departments) to where they will be routed. All help is appreciated it. Thank you
How do I setup a new field that allows you to select only certain values within another sub field?
Example: Field 1 drop down has 2 values F1Value 1 = A F1Value 2 = B Field 2 drop down has 4 values F2Value 1 = 1 F2Value 2 = 2 F2Value 3 = 3 F2Value 4 = 4 When I select A in Field 1 I want Field 2 to show only 2 of the 6 drop down values within the field (values 1 & 2) How do I do this in a template ?
Surveys are not being sent out
Good Morning, When I "resolve" a request, the survey is not being sent out. When I looked at the options, it only says when the request is "closed" What am I doing wrong? Thanks,
Python - API
Hi, In SDP 9102 there's a pyhton language using HTTp for rquest example. But the example is about CI relationships. Can I use this same example to add request?? If yes, i know that i need to change the TECHNICIAN_KEY and URL to http://localhost:8080/sdpapi/request/. Anything else to change? SDP 9.1 BUILD 9102 MSSQL
Assign asset to based on custom AD attribute?
Hi all, Is it possible automatically to assign a computer asset to a user based on a custom AD attribute? for example if we create a custom attribute called Owner in AD. could we use that to auto assign in SDP? Ronnie
Difference between SLA of Service Catalog & SLA of Incident request ?
Dear SDP's support, Could u tell me, Difference between SLA in Service Catalog & SLA relate with Incident request ? And show me some examples, please. And How to link SLA in Service Catalog with Request service. Regrads. Tony - Vietconnect
microsoft project
how can i integrate Microsoft project with SDP or import these projects into SDP
Command "contains" in Field & Form Rules
How can i set a "contains" command in field & form rules? In examples, manageengine just shows "is" / "equal" command: if($CS.getText("Subject")==="Notebook") I need "contains" command. Thanks SDP 9.1 / 9102 MSSQL
How to effectively wipe out junk from your IT help desk
Are you often annoyed seeing lot of junk emails created as tickets in your IT help desk? I'm sure this can test your nerves on a Monday morning that sets the stage for the week. Visit here and learn how you can prevent such emails created as tickets in your IT help desk.
Server Migration
Hello, We are in the process of upgrading and migrating ManageEngine ServiceDesk. This upgrade and migration is fairly significant, and I am chasing some advise on proper process. I have had a good look around but have been unable to find a comparable senario. Current environment; Server "MESD01" 2008 SP2 MSSQL 2008 MESD 8208 We are migrating to a segregated infrastructure model. Server "MESDAPP01" 2012 running MESD 9100 and server "MESDSQL01" 2012 MSSQL 2012 So here we are upgrading the
how to use manage engine service desk plus in windows 8.1
how to use manage engine service desk plus in windows 8.1? its first time i'm used helpdesk for ticketing. help me !
issue with form for quickly edition incident
hi all, i have some small question about this form sorry for russian languages:), i hope you undestand me. I want to disable this quickly form to edit the incident, but I do not know how to do it. anyone could help me? version servicedesk - 9003, 9.0. Database, if you need - postgres
Associate Incidents to Problems
Hello Team, I have an issue when trying to attach an incident to a problem, As shown in the screenshot, I'm trying to add columns to be able to search within a lot of incidents. However, I can't add the subcategory or Item as a column in that view. Since the application name in our tiers exist in the subcategory field, I need to be able to filter by subcategory. Please let me know if this is possible. Another question, The box that has the list of incidents/requests is not re-sizable... I have
ServiceDesk Plus Snippet of the Week | Identify Your VIP Users and Help Your Help Desk
Your IT help desk most likely sees a lot of ' we need it now' incidents. These incidents could be from entry-level staff, mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the incidents. Let's say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level employee raises the same request. Clearly, you will need some form of prioritization in this case. So how do you prioritize incidents
Using Search: Best Practices?
Does anyone have a "best practices" document on how best to use "search" functionality in SDP MSP? It is hard for us to determine what data are being searched and how best to search without documentation that provides cases or examples. For example, does "default search" search work log and full description, or just part of description? Case sensitive or not? How can we search conversation threads in a service request? We have many questions about search.
Extend Service Request side box information
Dear Support, Is there an option to extend the contains of the side box information of the Service Request? By default we see "Status" and "Priority" in the yellow box. We would like to see the "technician group" and "technician" information also. Is it possible? Regards, Miki
How to trigger submit for recommendation form
How can I trigger submit for recommendation form (sumbit for approval) within certain conditions automatically?
issue starting a servicedesk
Form today morning my sdp is not opening in server also i checked with run.bat but can'tfix can any one suggest me?????
Creating an approver
Hey guys, while doing some request templates I wondered if I could create a approver just by myself, without having this one as a department head nor a technican ? Is that possible or do I have to put those people as technicans as well ? Mainly this issue comes up to my mind when it's about having requests for share access stuff. So if I from the IT Department creat a request, my department head is automaticly the aprover, that's what I set. If a user requests something, his/her department head
Date Format Change For Email Templates
I would like to change the date format for all email templates so that all date fields (Create Date, DueBy Date, etc) show the format MM/DD/YYYY and time to show HH:MM appended For example, I want all email templates using $Create Date to show 05/15/2014 22:05 Could someone send me the command lines for my DBA to change this format when using the email templates?
Dashboard Customization
Hi Team, I am using free version of SDP. Currently we have the following status available. Is there any way by which we can add more status (ex:, closed, Resolved)? Thanks
ServiceDesk Plus Snippets: How to move a change forward when the assigned change manager is not available?
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ServiceDesk Plus Snippet Of The Week | Why do you need to auto assign a change manager to a change?
Let's say Heather Graham is the change manager for all the network related changes in your organization. Your IT help desk receives complaints from multiple users of the engineering department regarding intermittent network connection. Your technicians have found the root cause to be a faulty router that has to be replaced. Therefore a technician created a new change, which in the first place has to be authorized by the change manager. But he created the change without knowing who the change manager
Can't get SD+ to associate technicians to groups
1> My organization has technicians in all States in the country and a HQ of which I have made them all sites. 2> Most Technicians are associated to all the sites and some to a few sites 3> Sites all have default settings on SLA, business rules, support groups Now my deli ma 1> I used the settings in the attached file, default on holidays, operational hours, Support Groups, Business rules and SLA but custom on Departments and Technicians/site associations 2> I can see all the sites for the technicians
SD+ web client wont work and https
I have just installed SD+ on a new server Windows 2012 but I realized that I can't get the web client to work on other workstation. The server is on the domain. Also how do I get https instead of http for sd+
Understanding Archiving in ServiceDesk Plus
We've been working with a number of clients recently that have a significant number of historical requests in their ManageEngine ServiceDesk Plus installations. Whilst this is not a major issue it can cause performance issues when searching and filtering data with a very large number of requests. In order to combat this issue we recommended the configuration of the Request Archiving features in ServiceDesk Plus. This is easily done from Admin > Data Archiving: A number of options exist to allow you
Resolution in request
Hi How can I hide the resolution tab in the request from requester? p.s. This could be solved by editing the role of SDGuest, but as I understand it can`t be done :( thanks
Import data
Please is there a way to import data into SD+ I have data in csv format and can't import them into some certain field in SD+ during configuration e.g Regions, sites, holidays, groups etc
ServiceDesk Plus - Snippet Of The Week - 1: How about auto suggesting the solution when users ignore the knowledge base?
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