How do we reach support when both Zia and your phones are not responding?
We have a production issue and we can't reach your support line. Chat via Zia ends with it dropping the ball when "transferring to a human." Calling your support line results in a busy response regardless of the menuy options we are selecting (either
[Term of the Day]: XaaS
Term of the Day “XaaS” Definition — What is XaaS ? The term XaaS is popularly known as "Anything as a Service", "Everything as a Service". XaaS concept shows a change in the IT paradigm, it includes a wide variety of products, tools, and technologies
Custom Query report -show Job Title
Hi i'm using this custom report and i would like to show the JOB TITLE of the user when i run the report, because i cant see the JOB TITLE in Available Columns so that i can move it to Display Columns.... any one can help please. SELECT resUser.FIRST_NAME
[SD-94731] CAB recommendations are not added when a change is carried out by non SDAdmin role
Ticket [## 6881697 ##] builds 11200/11202 We have upgraded our Change workflows to include Approval step. I have made sure that all CAB members are added in CAB lists and now every time when a Change is carried out by a standard technician without Admin
Feature request: Import "plans of office,floor" localize where are( and show icons) desktop/screen/printer/user/ etc.., use the CMDB for that
Hello I used ms visio by the past to make my asset inventory, and it works very well, It's a static inventory and all data have to be manually imported I made this database in ms visio because all products i tried to make inventory use spreadsheet form, and it's not the best thing (i thought) to manage quickly assets and located them, when you have many assets on several "sites" Could you add for your roadmap, the feature to import "plans of office, floor, room" to localize where are( and show
Status for multiple requested Features
Dear Team , please advise we are unable to know what is the updates for our requested features . Request ## 6228213 > SDF-78955, SDF-55325 Request ## 6413466 > SDF - 91653, SDF - 39157 Request ## 6885773 > SDF-29721
Tracking feature requests for ServiceDesk
I often see that you assign a feature request ID to a suggestion and advise that progress can be tracked using the ID, but there doesn't seem to be a way to track them! This is a feature request to view feature requests!
Give to requester access to other department's requests
Dear All, in the documentation i found that you can enable to a requester the visibility of all the requests made by his/her department/site editing the requester settings. But what if i want to enable a requester in order to give visibility to all the
Moving ServiceDesk Plus from Windows Server 2012 to Server 2019- Restore fails, Fresh install Service won't start- multiple issues
I'm not sure if others have experienced this but I've been trying to move our ServiceDesk Server from Server 2012 to Server 2019 and after trying every possible method to tackle this- starting from the absolute half baked instructions on moving it which
eMail non requesters on request creation
Looking for some help. I have a specific service request form for employee offboarding that I'd like to notify HR and Accounting when these requests are submitted. HR/Accounting are not technicians and the emails are group emails so they are not requesters.
Recommended Template Button
Hi Can anyone tell me where you can edit the email template that the below 'Recommended Template' button triggers? Also why would this button only appear on certain requests not all? Many thanks, Lisa Microsoft SQL Server Current Build = 11140
Filters and Views
Hello all, So I love the KanBan view that I personally just recently discovered, I am wondering however if the view can be tied to a filter? Maybe this would be a good future update. What I mean is this. I have a filter for my open tickets. In that
Adding Carriage Return to Description Field inside of a script
Hi, I am trying to write custom descriptions as part of a script and I wanted to know how to insert a carriage return so I can format the Description. Here is a sample of the base Description, I would like to expand on it and add additional text complete
[Term of the Day]:Digital Wallet
Term of the Day “Digital Wallet” Definition — What is Digital Wallet? The term Digital Wallet, also known as E-Wallet, is a digital tool that enables users to make monetary transactions electronically through smartphones, smart devices, and computers.
can't answer in the request
Hello. Can't answer in the request. In the web version, can't reply to the request. The answer button becomes inactive and the answer does not go away. version: 11.2 Сборка 11203
The users site number is not always determined
The user is tied to the site. In the condition for the linked site number, the action should be performed (I turn on the alert with the display of the site number). However, the site number is not always determined (I see it in the alert). Version 11.1
[Virtual MeetUp] Free Training on Customizing Self Service Portal
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 6th session of Virtual meetup, which is scheduled for 20th May 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[SOLVED] Send e-mail to change conversation SD-77818, SDF-77584
Hi all, I want to add an e-mail as conversation to a change in the same way as it works for requests. The e-mails I send unfortunately never arrive in SD Plus. What I do is: send an e-mail to our SD Plus mailbox with the change number in the subject ##CH-xx##, where xx is the change number. If I look at the Conversations tab at the change, it seems that this is the way to do it. What am I doing wrong? Regards, Olivier
Multiple Tabs Open
Hi What is the official ServiceDesk answer. Is it recommended to have more than one browser tab open with service desk? Or should users try to keep one tab open only? Thanks.
Issues with screen layouts in latest version
With latest update to SDP the Asset screen column order has changed , specifically Service Tag column has moved over to the right. It was better how it was previously when it was next to the asset info columns. Having it beyond all the State/User/Department
[SDF-89537] User attributes not getting synced from Azure AD.
Hi Team, We are using SDP 11202 build. The users authentication is done using SAML integration with Azure AD. Earlier, when we were using LDAP the LDAP sync used to fetch all users attributes like Department, Phone, Job Title, Employee ID, First Name,
[Term of the Day]:Fintech
Term of the Day “Fintech” Definition — What is Fintech? The term FinTech is simply a combination of the words “Financial” and “Technology”. Technology has always changed the financial industry. However, the internet, combined with the widespread
Inline images missing from Solutions after 11.2 update
Hello, After updating to version 11200 (from 11139), many of our older Solutions have 'lost' their inline images. A broken image icon is displayed instead. I can still find the images stored on the server under the following folder: \ManageEngine\ServiceDesk\inlineimages\Solution\x
Run.bat returns an error
When trying to initiate run.bat and prompted for User Type (Evaluation User) and click Finish, I receive this message: Invalid License File The Details button show this: ERROR CODE : 517 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310
Asset Scanning not working due Timeout in agent communication.
Currently I facing issue which it's for most devices Error : Timeout in agent communication. Currently the number of license for users are 1000 and 926 are failed during last scan which I check some round devices with exact device I found most of them
JavaScript to Stop form submission if a field is less than 4 characters
I have a field that asks for the name of the person the request is for and I want them to actually enter a name, so I would like that field to stop form submission if the number of characters in that field is less than 4 characters. Throw up an error
Trouble using .getDate() .getMonth() in On Form Submit Script
I am creating scripts to customize the description for our ticket upon Form Submission, and while I am having a lot of success in some regards, I cannot get the script to run if I include .getDate()/.getMonth()/.getYear() for my date fields. I am trying
Default 'name' of logged in user
Can we default the name of the logged in user to populate in the requester or 'name' field on the helpdesk and change modules? Please see attachment. Thank you!
Actionable messages in outlook additional functions.
Hi Team, I have integrated this new feature with my SDP for testing and it is now working as expected. Though, I am quite happy that it lets me to pick up and resolve the requests from my emails directly, I keep missing a few functions that could have
ADD_ATTACHMENT with XML or json
I would like to add an attachement to a ticket using xml or json but I have not found much info online besides people using C# or python. I tried doing: http://somesite/xxxx/request?OPERATION_NAME=ADD_ATTACHMENT&format=XML&TECHNICIAN_KEY=xxxx-xxxx-xx...&INPUT_DATA= C:\users\...\...filename.txt but I keep getting the error: Error when adding attachmentthe request doesn't contain a multipart/form-data or multipart/mixed stream, content type header is nul Does anyone have any suggestions?
[SDF-95131,SDF-70191] Default options to create tasks/checklists for action "Convert Incident to Service"
Hello, Most of our requests are generated by mail import. We are looking to introduce the Service Catalogue soon, as the vast majority of our requests are service related. This means that the technicians will be regularly using the "Action > Convert Incident
SCCM SD+ Intergration
Hello, Please could you share what the prerequisites are for this? We have tried to link the two systems, but we are getting this error:
Group notifications
Hi friends. It is possible to create a notification to a group when a request is assigned to them. Let it reach the email. regards
Unable to add custom asset by barcode scanning
We are trying to make something like consumables management (yes, we know that this feature is in roadmap, but we need it NOW). Added custom product type: Cartridges (type -- Component) Trying to add Cartridge via /BarcodeScanAction.do?method=vendorBarcode
Service Desk API Callback URL is not working
Hello. I'm using REST API v3 for adding new a request and It's working perfectly. But when I try to set a callback URL which is triggered once the ticket has been resolved/closed and setting the callback_url to https://[node-server]/manage-engine no breakpoint
Read Only Access
Is there a way to create a technician that can only view tickets? I've tried adding a role with only the view requests box checked but the tech can still reply, add notes etc. I've also tried creating a requester with Allowed to view > All Requests selected but the requester cannot see any tickets at all. Thanks
View filters for technician to see requests they opened
When a technician logs into Service Desk, is there an easy way for them to view tickets that are not assigned to them as a technician, but where they are the requester? Technicians are ALSO users on occasion. In the User Self Service portal "My Open
[SDF-94702] When will Resource fields be available in the global field and form rules?
We have a lot of service catalog templates which all share the same set of locally created field and form rules for resource fields. We would like to make these global fields so we don't have to update every template whenever we make a change. When will
Request Custom Function does not work
Hi I am trying to use a Request Custom Function to change request_type and Mode on created Request. Using this code but when I test execute nothing happend and no error. requestObj.put("request_type", {"name":"Incident","id":"1"}); requestObj.put("mode",
[SDF-95129] Scheduler for some Requesters (Managers that are not a Technician)
Hi Friends, our managers want to see their employees scheduler via sdp. This feature is available for technicians, But a manager who is not a Technician does not have this privilege. Can we hope that this feature will be added to ServiceDesk plus in future
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