Notification Template: Notification for Incident Technician/Requester
Hi Can you please confirm the Notification highlighted below goes to the Requester and Technicians of the Incidents linked to a Problem. Is the email sent when the incident is linked to the problem and is there anyway to insert the RequestID link in this notification?
How to check if user has approved a request?
We have a user as per the user he has not approved the request nor has he forwarded the same to anyone for approval . As per the system its approved . any other way to prove to the user its approved by him . kindly advice . Regards, Manish.
Import Assets etc from old version to the new version
Hi I was trying to import all of my organizations assets from the version 8.2.0 build 8213 to the version 9.2 built 9241. What I did is I created a report and save it as CSV file. But the import on v9.2 is always failed, especially when I use field Warranty expiry(one of the most crucial information that has to be imported). Is that the correct way to import by creating the report and then import from CSV or there actually a better way to do this. Cheers, Eko
Reply Not Working
One of our technicians has a problem when they select reply in a ticket, the reply doesn't show up in the ticket. The program acts normally but the reply is never sent. This happens in Internet Explorer 11. Chrome seems to work normally. We are currently using SDP version 9.2 Build 9232.
REST API to add requester
Hi, I'd like to add new requester using REST API. I've noticed that it was possible using Servlet API, but I'm having a hard time finding a method to do that in REST API. Kind regards, Kamil
Unable to Access Incident Templates
Cannot access Incident Templates from the Admin tab. Please see error screenshot attachment.
New asset state with assignation
Hi, I wish to create a new asset state, that keeps track of user assignation. We keep our older laptops as spares for when a user that normally doesn't have a laptop needs one temporarily. Every time I create an asset state, the system won't let me assign it to a user. Basically, I want to copy the "In Use" asset state. Thanks Frédéric
Stop Timer Has Yet Again Disappeared!
After performing service pack updates to go from 9240 to 9301 we have noticed the Stop Timer option under the Actions tab is gone! This seems to happen quite frequently with your service pack updates. Why? It is very useful. Did it get moved? Please bring it back!
Custom Trigger to remove requester from ticket
When ticket is created from sending an email to SD+ requester is set based on the address. When technicians forward forward request from their own email they become the requester and skew reports. Is it possible to have a script that strips requester from a ticket if it was submitted via email and requester is a technician? Thanks, -Vitaliy
How to set contract additional field as a mandatory field?
Hello, Did anyone know how can i set additional field in my Contract module as a mandatory field? I can do this in request, change and problem module, but not in contract.
Retrieving Requester Email Address with REST API?
Hello. How do I retrieve a requester e-mail address from a ticket with the API? According to the documentation, the only fields returned when getting request information are: <parameter> <name>workorderid</name> <value><requestid></value> </parameter> </parameter> <name>requester</name> <value>administrator</value> </parameter> <name>createdby</name> <value>administrator</value> </parameter> </parameter> <name>createdtime</name> <value>12321434324324</value> </parameter> </parameter> <name>duebytime</name>
Bulk Change "Requester to view their site/department Requests"
Dears, I've imported users from AD and by default the "Requester allowed to view" is set to "their own request only". I need to change it to "their site only" or to "their department only" how can I do that bulk change? Tks, Endashaw
Manage Engine Scheduler
Hi, Is there any method / configuration, that I can apply on manage engine, to completely stop the requests being assigned to a technician who is on annual leave or sick leave? Note that we use manage engine Build # 9227 Waiting to hear from you, Best Regards, Wassim
Service Catalog - Execute Script Rule
Hello! Is there a way to create a new request separate from a service catalog request? I would like to be able to create a rule whenever a service catalog is opened that automatically creates a separate helpdesk ticket. Anyone know how to do that? Or maybe code that creates a ticket? Thank you!
Cursor position in reply mails
When a requestor responds to a request, the cursor is at the end of the text defined in the template. Is it possible to position the cursor automatically at the beginning?
Can not delete credential
Can't delete credential. Failure : Could not delete the credential(s) as it is used by Network(s)/Asset(s). How can I find, what network asset used by that credential?
Pb in Servicedesk with ms sql database . Email with attachment stops the email service .
We are using Ms Sql 2012 ,Email O365 ,Servicedesk version 9226
How to start/stop the SDP server
Before any upgrade it is recommended to make a backup. To do this, we have to stop the SDP server. Yes, I can stop the ManageEngine ServiceDesk Plus Service under Services, but in the Admin Guide, you can read: Shutdown ServiceDesk Plus on Windows Click Start -> Programs -> ManageEngine ServiceDesk Plus -> Shutdown ServiceDesk. A confirmation message is displayed. Click OK to proceed with the shutdown. Alternatively, right-click on the system tray icon and select Shut down Server. A confirmation
Cost Details are visible to all - Confidentiality Issue
Good day, I have noticed that an individual that has only one permission, SDSiteAdmins, has the ability to see the cost per hour of all, even technicians his senior. This is even though no technicians have their "Allowed to View Cost per Hour" ticked This is a major security and confidentiality issue for me as a clever tech can calculate the salary of his superiors or seniors even though it as absolutely nothing to do with him. As a result of this access, Cost per hour cannot be entered. Please address
Direct link to the answer form
I would like to supplement the e-mail templates for "answer to a request" so that the requester has a link which takes him directly to the reply form. Is that possible? At the moment, the link with $Request Link refers only to the corresponding ticket. The requester must then click on the "Answer" button there. I would like to avoid this step. please excuse my bad English
User can not search on "Request" only in "Solutions"..
Hello, I have been trying to search similar problem to this but can not find any. I am using the latest version of ServiceDesk Plus (9240) at the moment. When a user logged on, he can see his own request. Whe he use the search function to search for a particular subject, it always return with search for "solutions" instead of "request". I tried to find where do i define where and what a user can search for, but haven't found it yet. Anyone have similar problem? How do you solve this? Thanks :) Regards
Communication Lacking on Request #8020222
Could someone from the ServiceDesk Plus support team please respond to the request number listed in he subject line? Not only did I submit this request on 2/13, but sent a follow up to that request on 2/15 and have not receive an acknowledgment or follow up to the request. I have again attached the log file per your instructions. The issue reported is causing challenges in patching systems, and I would like to this resolved soon!
Self Service Catalog Email Generation
Does anyone know if there is a way to have an email sent to the requester when they enter a service request through the self service portal? Currently the requester's are sent an email stating that their request has been received and someone will be with them shortly, I would like to continue that but through the self service portal in Service Desk. I would like the email to contain the SLA that is currently assigned to the service category that they are selecting (i.e. new computer purchase SLA
Updating Assets
I imported assets using a CSV file but never included the vendor for the different assets. How would I go about updating the vendor field for the asset and non-it assets? If I was using SQL server I could do it with a sql script, but not sure how to do it with an xml file. ie: all OptiPlex pc would be vendor Dell, all printers would be HP, etc. thanks
Technician has gone missing, and cannot be re-added.
I tried to remove a technician and convert them back into a requester. They no longer appear in Technicians, but they also do not appear in requesters even after re-importing Active Directory. I cannot re-add them manually as a technician as it tells me the login name already exists. The technician can still log in as a technician, but all their access/admin rights have gone. I've got a case open - 8013167 - but had no reply yet.
Physical Inventory Data-Bulk Import?
Hello, After completing a physical inventory into a spreadsheet, I would like to import the spreadsheet data into CMDB so I don't have to manually update every record in Service Desk Plus Version 9.2 Build 9239. What is the best way to accomplish this? Thank you in advance.
After update does not sync with Analytic plus, error in some table.
Good afternoon I recently upgraded ServiceDesk plus build 9238, and when I synchronized with Analityc Plus I received the following message. [00:46:04:171]|[01-13-2017]|[INFO]|[108]|: Table Creation Json String {"COLUMNS":[{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Users to be notified","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Upload Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Download Link","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Website","DEFAULT":"null"},{"DATATYPE":"MULTI_LINE","MANDATORY":"No","COLUMNNAME":"Domain
How to change field SITE using Work_order field value?
Hi! I'm trying to set scenario on incident form. I want to fill up field SITE for all users from additional field. Additional field is a drop-down list, so I trying to recieve Value, not Text. It's look like that: var x=$CS.getValue("WorkOrder_Fields_UDF_CHAR4"); $CS.setValue("SITE", x ); Where I do wrong? Thanks!
Custom SLA/Triggers to enforce Incident Assignment
Looking for some ideas here: Our company currently reports issues and requests only via email. We have implemented email integration which is working fine. I want to know if there is a way to start a timer and force incoming tickets to be both categorized and assigned within 2 hours of the ticket being created. If we miss the target window of 2 hours I want to be notified via email. Is this something that can be done natively in the portal?
Sample CSV file to import IT Assets
Hello, I am looking for a CSV template so that I can bulk import IT assets . Thanks, Jobin
SOAP, WSDL for Service Desk
Hello, I want to know how to integrate web services whit Service Desk Plus, using SOAP and WSDL. Best Regards.
ticket logging via email does not update on the manage engine
Hi When a ticket is logged via email the manage engine does not log it, it only logs the ticket when there is a reply from our IT support email address. Please assist
Where are attachments stored for ServiceDesk?
Where are attachments stored for ServiceDesk? Let's say we have several attachments that needed to be deleted. Is there any easy way to do this?
Purchase request per API
Hi, is it possible to create a new purchase request per API call? Example? Thanks, Dayn
Move from psql to MSSQL
I would like to know if there is a procedure to move my current ProgressSQL based locally hosted ManageEngine to MSSQL. I would like the ability to use Crystal Reports to generate some needed reports and I would also like to have the ability to work in an environment I am more familiar with. I did some searches as I did not wish to ask a question that may have been beaten like a dead horse, but I was unable to find any real answers. I appreciate any information, Jim
Import and SCAN
Hi support, I need to know what is the specific privilege to import requester and scan assets Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Importing venders
Hello, is there any way to import venders into SDP? Thanks, Daryn
Error while loadind XML from scanned Pc
Hello. I found many Failed XML file in folder scannedxml. i check log file SDP and found problem: '&' in software Vendor name. <Software_2 Name="Ashampoo Burning Studio 6 FREE v.6.80" Key="Ashampoo Burning Studio 6 FREE_is1" InstallDate="20121015" Vendor="ashampoo GmbH & Co. KG" Version="6.8.0" Usage="Not Known"/> In name software & <Software_307 Name="REALTEK GbE & FE Ethernet PCI NIC Driver" Key="{ACCA20B0-C4D1-4BF5-BF21-0A0EB5EF9730}" InstallDate="20100224" Vendor="Realtek" Version="1.05.0000"
Rest API
Hi, We're using the Service Desk Plus free, I'm happy with choice. Now I want extent a little bit, We have some software and one of this is a employees borrowing. When I user request an item the idea is open a ticket classified and then when this ticket is closed, update the request with data from the ticket. Our subscription is free, is that possible? Best Regards, Renan Paiva
How to modify phone number requester in REST API
I need to change the phone number of an applicant through REST API, how could you do?
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