Product amount
Hey guys, Is it possible to add the amount of a product as you create an asset ? I already figured out that you can attach an excel list for example to the asset but it would be way better if I could put the amount right in the asset and this would change automaticly. For example if I have an "in store" product asset and I create a relationship for that asset with a user, it would be great if it works that one product changes to "in use" but the others (for example 6) stay "in store". Is something
Show Users Their Number in the Queue
Hello, Is there a way to show a user how many tickets are ahead of them and to update them as tickets close in service desk plus? -Al
Realtion of ManageEngine ADmanagment & Service Desk Plus
How strong are these two tools related ? For example if I give service desk the command "department head" and I have already organized it in AD managment will it recognize that and service desk gets the dep. head from the ad managment ?
ServiceDesk Plus - Quick Start Guide
Here is a document that contains the basic configurations for a quick setup of ServiceDesk Plus (Help desk module alone).
Template Categories
Hi how to hide the menu "Template Categories" in menu "Requests Catalog", to display only the templates queries without templates categories? thanks
Tips and Tricks - Best Practices
We have been using ServiceDesk Plus since last August and our next phase of implentation is importing and maintaining our Assets/Softwares in ServiceDesk Plus. Is there a Tips and Trick/Best Practices document that is available for our company to use?
Category per Local/Sites is possible?
It is possible to define category, sub-category and item per loca/site? For exemple: On Site Brasília/Brazil we have the following categories: - Hardware - Internet - Servers On Site Blumenau/Brazil we have: - ERP - CRM - PRM - SCM Thanks!
How to convert to datetime format DD-Mon-YYYY HH:MM:SS (ie. 03 May 2015 19:45:10) from LONGTODATE(xxx) ?
Dear All, How to convert to datetime format DD-Mon-YYYY HH:MM:SS (ie. 03 May 2015 19:45:10) from LONGTODATE(xxx) ? please help Thanks
print request and automation of departments for new users
hey guys, I've got two questions. first of all what do I have to do if I want to print a request ? mainly about if someone creates a reuqest for a new user and want all the data from the template on one sheet so we can send the printing or just the .pdf to our host etc. and also how could i manage it that i don't have to create a a pick list for our departments in the request manually ? there must be a way to make it more easy i mean there is no real problem in crete a pick list for a request but
Auto Assign while new work added
Is it possible to assign the incident to technican and change the status to work in progress who added a new work log? In our system I can close a ticket without assign. Thanks in advance.
Lock password asset fields
Hello, Is there a feature that allow to capture confidential information for assets (additionalfield) and administrate who can view them by roles or any other way? This in order to capture passwords and only admins can view the content of those additional fields. Thanks in advance.
More Power to the ServiceDesk Plus Self-Service Portal - Approvals
A few of our clients have been underestimating the power of ManageEngine ServiceDesk Plus's self-service portal of late. We've posted several articles regarding the creation of a service catalogue for incident and service templates but were you aware that users have a range of other options via the self-service portal? First off, approvals. Now you may use or have looked at the approvals mechanisms in ServiceDesk Plus. For example a technician can perform an action 'Submit for Approval' on a request
Lock permission to change Priority
Hi, We are having an issue where technicians are changing the priority on tickets to avoid SLA breach and over due timers, is there a way for me to lock down this setting so that they cannot change the priority of a ticket? Thank you,
template incident field
Hi! in the settings option has incident-additional field I create a field there on multi-line and add it to the incident template The template of the incident, this field is displayed in two lines, but it can be expanded in the lower right corner Is it possible to make display of the field in the template incident at a rate of more than two lines? For example 10 rows and twice as wide. Thanks Best regards, Yevheniy
Pass-Through authentication - An illustrated config manual.
In this post I have discussed the challenges that you may face in configuring the Pass-Through Authentication in a practical environment. Access Requirements: Direct access to the Domain Controller. Direct access to the ServiceDesk Plus server. Procedure: (As a best practice, I recommend you to do this activity directly from the Domain Controller) 1. Open ServiceDesk Plus in a browser and go to Admin > Discovery > Windows Domain Scan. Check the entries that are available for your domain. ServiceDesk
Live System Monitoring In ServiceDesk Plus
Live System Monitoring In ServiceDesk Plus - Are We For Real? We've been setting up ManageEngine ServiceDesk Plus and ManageEngine OpManager with a client recently. A major part of the installation was to setup the self-service user portal in ServiceDesk Plus for greater user access. Given the network service monitoring we were also configuring in OpManager this prompted the question as to whether it was possible to offer some form of live system monitoring in the ServiceDesk Plus self-service portal.
Ticket Viewing
Hello, We have an internal school website and we would like to put a link to a webpage that displays all open tickets, but without the need to login & password. We would only display the tickets, but no changes could be done. Is this possible? Kind regards, Paul
Deleting the default STATUS in ServiceDesk Plus
Hi, Use the below link to delete the default status (Open/Onhold/Resolved/Closed). http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status You can find the id number by rollover the mouse in status link. But I don't know, whether It will affect any other workflow of SDP. Thanks. Regards, Ganapathi Ram
Allow requestors to see all requests
Our company has many sites, and some departments even have multiple locations also. We need to provide a way for all requestors to see requests from all users. What is the recommended way to allow this?
Change welcome page users after login
How I have to change the privileges of the user after of the login by to reduce the windows or tabs that tue user can to see.
CSI for requester
Hello Team, I was wondering if there's a way to hide some categories/subcategories/Items from certain requester and show it to others? I believe if there's an option to group requesters, we should be able to do that. Appreciate your prompt response. Kind Regards, GS
Customize the Self Service Portal
I'd like to show the number of open requests on the self service portal. So the users can get an idea of our workload. Can it be done?
MS SQL triggers
Is anyone use MS SQL trigger to extend functionality? I found not enough functionality of "Business Rules" and would like to use Native MS SQL triggers to update some fileds As example: Analyze some words in Subject and update Subject to other words, update Priority, Impact, etc. What I'm interesting if only one table should be updated or there cascade of tables? Dmitry
Overriding Business Rule's Technician Assignment?
Curious if it's possible to do this. I have a group of 3 techs that support one of our systems. I have a business rule set so that if a ticket comes in with a particular sub-category, it puts the ticket in that group, which then apparently does a round-robin assignment to one of those techs. Today's problem is that another tech (outside that group) created a ticket and chose a specific technician, one of that group, to assign it to. However, the business rule appears to have taken precedence,
Creating a task workflow
I am in the process of creating request template for the self service portal. I have the template created and have added tasks to the template but I need to create a work flow for the tasks, since each of these tasks are dependent on the previous task being completed. I would like the workflow to follow this pattern: Request submitted from user Request created - task 1 assigned to technician and email sent notifying tech of required task Task 1 completed - task 2 assigned to tech and email sent notifying
Service receipt option
In Business Base we had an option to print a Service Receipt. IT Engineers would go to the customer, fix the problem, fill out the receipt and let the customer sign it. The following information was on the receipt: Our Company Logo Customer information contactinfo tel adress etc. Description of the problem Solution description approval of the customer with signature Is there an option to print such an service receipt from an incident ?
Importing relationships between Asset and Components
Hi Friends I have two CI Types: Monitor (Component) and Workstations. I have separated this components due to a contract can be associated to different monitors or workstations. So, I wonder if there is a way for build the relationship between both CIs automatically. Thanks. Regards.
Department change
Is there a option / script to add multiple users to a department. The problem we have is that some users are added in the wrong department. We can change and check them one by one, but than we have to check 300 employees. So i was wondering there is a option to remove everyone from the department and add mulitple at once.
How to account for variations of a computer model?
Hello everyone, We order a few different variations of the EliteBook 840 G1. How do you account for these? Below are several different EliteBook 840 G1s: J2L66UT#ABA F2P21UT#ABA F2Q28UT#ABA J8U01UT#ABA One consideration was editing the Product Name. I don't want to do anything that's going against the grain of the SDP product however. Thanks!
Deleting canned dashboard widgets
Is there a way to delete the canned dashboard widgets so that I can display only the ones that are useful to my company?
List specified tickets by querystring
Is it possible to list specified tickets using a querystring something like: www.domain.com?tickets[]=10051&tickets[]=9058&tickets[]=4683
Using SLA for internal goals
1. We are aware SLA's are for customers. In our case, we want to use the SLA for ourselves. The issue is that we are unsure how to best accomplish this given how we have set up service desk plus. Suggestions are appreciated. First, ticket comes in and is created by support desk. (there is no SLA here) All tickets by default are created with medium priorities. then SD may work the ticket for a day or so, then assign over to another team for them to do their part. However, that team, has a two day
E-Mailing out of Projects Tab
Hello, Does anyone know how to integrate the email function under the "projects" tab? It would be nice to emails and track emails to other members that are currently apart of that project. Just wondering if anyone uses it now or knows how to hook it up. Thanks!
Solutions
Hi, How can found in a solutions the ticket number and the description of the ticket that make a reference. Regards!!
How to improve performance in SDP 32 Bit installation
Hi, I am on current build of SDP but Java is using more then 55% of memory, So how to improve performance in this installation
Upgrade to new server
We are currently running SD 8211 on a Windows 2003\SQL2005 box and are looking to upgrade the entire environment to 9033 on Windows Server 2012\SQL 2008. We are also looking at changing the domain that the server sits on. I was thinking that the best approach is: Build the new server on the new domain Load SD 9033 and create the database on the new SQL 2008 server (it is a seperate server) Test the new instance, then step through the migration on the old server. Once the old server is up to date,
Self Service Portal - Modify "My Requests Summary"
Hello, I'm wondering if there is a way to edit the items that are displayed in the "My Requests Summary" section of the self-service portal. Default Display: In addition to showing the "open" pending requests, what I would like to do is add in a search for past "resolved" or "closed" requests. Is it possible to show this? Thanks in advance, Miles Jackson
hide 'common incidents' and 'popular solutions' boxes in Home view
Hello How can I setup SD+ to hide 'common incidents' and 'popular solutions' boxes in a users home view? Thanks Best regards, Marc
ServiceDesk Plus In An OpManager Dashboard - Whatever Next!
Had this thrown at us recently and was stumped at first until we realised how simple the solution was! The client we were working with has a large plasma display with an SD+ technician browser login showing the current open requests queue on the Requests tab, something similar to the following: We were also taking a look at their ManageEngine OpManager installation and we had managed to create the basis for some great monitoring dashboards to help them review the status of their network at a glance.
New Request Notification
Hi Pitstop Members, I was wondering if anyone knew about an alerting system built into Manage Engine SDP that will alert me if; 1. A new request has been submitted 2. An SLA violation is approaching. Alerting via email, text, anything would be fine. As of right now, I have no way of knowing, except for checking from time to time.
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