Delete a Custom Field within the a Request Template
Large list on the left hand side when editing a Template, and unable to edit, delete, or change the name of items in the 'Custom Field'. Is this possible or can this be changed?
[Term of the Day]:Smoke Testing
Term of the Day “Smoke Testing” Definition — What is Smoke Testing? Smoke Testing is one of a few methods in the software testing domain that possess numerous titles like build verification testing or build acceptance testing. Smoke testing has
Notification Emails Suddenly Stop Working
Our SDP suddenly does not send out any notification emails when there are new tickets recorded. Manually sending an email by replying to a ticket also shows error. Anyone know what's the issue?
$SurveyLink error (user:port)
While im going to use servey email, the satisfied & unsatisfied choice link is broken. instead of "https://nameserver/$SurveyLink" when clicked it became "https://username_server:port/$SurveyLink"
Report - Ticket group changes
Hello, Tried to search forum, closest I found was Report on Activity history (manageengine.com) with out of date links. Trying to produce a report for ALL tickets in the system, showing every time they changed group rather than just the current group?
Merging two ServiceDesk servers
My company recently acquired another company that also uses Service Desk. I need to combine the two Service Desk installations into my existing Service Desk server. My existing server will not be changing. The newly acquired server will go away. Any tickets or custom settings from the new server should ideally be added in to my tickets and customizations. (PS - Both companies also have DesktopCentral, and I will need to combine those installations as well. If you are able to provide instructions
Masterclass 2021 - Episode 4: 5 hacks to implement an effective Asset Management in your organization (26th May)
In the fourth episode of ManageEngine's Masterclass 2021, we will discuss five hacks to implement effective Asset Management in your organization using ServiceDesk Plus. In this masterclass you will learn how to: Discover and scan all assets Monitor
ServiceDesk Plus Technician Scheduler: Option for Shifting Schedules
Hi ServiceDesk Plus, Is it possible to set "shifting" schedules for technicians in ServiceDesk Plus. Example: Tech 1 shifts starts from 8:00 am - 5:00 pm. Tech 2 shifts starts from 5:00 pm - 1:00 am. Is it possible in the "Technician Availability Chart" to have an option for the availability of their respective technicians. This feature would also enable auto routing of tickets for available technicians. For an instance, a ticket has been created and addressed in the network group around 6:00pm.
Software Reports
The installed figure i get in the reports under software doesnt match when i go in through assets, it does in the initial table but when you click into it for more detail it shows a reduced figure, does anyone know why? (Running build 11.2 11202 En
Query about groups and technicians
Hi team, could be possible to obtain a query to extract a list of support groups, associated roles and technicians (with additional user information like name, email, phone, etc)? SDP v11.0 SQL Server Thanks in advance
Issue inserting variable into script
Hoping someone can help with a question. I have a field named "employee name" and the UDF string is "ServiceReq_User_UDF_CHAR1" I want to pull that data in a script and assign it to a variable named "ename" so I can append it to the Subject line of a
[Term of the Day]:Email Bankruptcy
Term of the Day “Email Bankruptcy” Definition — What is Email Bankruptcy? The term Email Bankruptcy means clearing out an entire email account that has become unmanageable and starting it all over again. It is similar to financial bankruptcy, e-mail
[Complimentary webinar] The new digital workspace: Delivering frictionless IT and business services across the enterprise
Hey there! We have a new webinar titled The new digital workspace: Delivering frictionless IT and business services across the enterprise coming up on May 27 at 8am PDT. We’ll discuss the growing importance of IT and enterprise service management (ESM)
Report on Attached Documents on assets and Status change history
H, we use to attach a receipt signed by the user to the asset. So we need to extract a report showing all assets which have a document attached within, the upload date, and the information related to the asset property history. We also need (on the same
[Term of the Day]:Microservice Architecture
Term of the Day “Microservice Architecture” Definition — What is Microservice Architecture? The term Microservice Architecture a.k.a Microservices has sprung up over the last few years. Microservices refers to a technique that gives modern developers
[Free e-book] 7 real-life IT problems and how to solve them using advanced analytics
Did you know that advanced analytics can help you resolve 70 percent of your help desk problems? Download our e-book to learn how.
SDP Administrator should be able to upload profile pictures for all users without login into their account
Hi I'm posting my privat ticket to the community as a feature request. There might be some other people who would like to have the same feature request: ------------------------------ Hi Markus, As per the current application design we don't have an option to import the profile images directly into the application. The only option is to edit and add the profile picture either the requester themselves or the administrator if able to login to their accounts. I am sorry if this is causing any inconvenience
AssetExplorer: not able to add SSH private key into Credentials Library
Hi, I am unable to add private SSH key to be used for SSH network credentialed agentless scan. There is no "browse" button to add/import or locate private SSH file Please provide steps or link to documantation on how to implement SSH username with private
TimeSpent Report - Non operational hours
Hi, I'm looking to generate a report that displays how much work a technician has done outside of operational hours. Ideally each ticket between a certain timeframe would be queried and then a count of each worklog where work outside of normal work hours
Custom Fields for Requesters
Good Morning All!!! I have an onsite copy of the latest and greatest version of servicedesk plus. I need to add 3 custom fields for a requester. They are date/time fields for availability to work with IT. I added the custom fields and I have them on
[Community Digest] ServiceDesk Plus - April 2021
Here is the monthly rewind for April 2021! Version and Build releases: 11143 (Released on 1st April 2021). 11200 (Released on 7th April 2021) check this link for more details. 11144 & 11201 (Released on 9th April 2021). 11202 (Released on 13th April 2021).
Approver Reminder Notification
Hi, I am trying to figure out where this email is derived from so I can edit the template. Does anyone know how I can figure out where this template/option is? Here is a sample email of what a user receives: From: BancOfCal Service Desk Team [mailto:thehelpdesk@bancofcal.com] Sent: Sunday, December 11, 2016 10:00 AM To: Joe Smith Subject: Approval reminder notification. Dear Joe Smith, You have pending approvals which require immediate attention. Click on the link below to take necessary actions.
[Term of the Day]:Machine Learning
Term of the Day “Machine Learning” Definition — What is Machine Learning? Machine Learning (ML) is a subfield of Artificial Intelligence (AI), in simple words, it is defined as the capability of a machine to imitate intelligent human behavior. Arthur
User - Aditional Fields in Business Rules
Is there any way to use an aditional field on a business rule?
Change linux scan scripts
Is there a way to edit the linux asset scan scripts? I basically want it to not try to su - and run other sudo commands.
add note data to update email
Hey how do i add the latest note into the update email. I would think that this would be the default behaviour, but the stock template just says "go see the web link" which is stupid. Would prefer to have the newest update directly emailed to the user.
User Survey only with default request?
HelloWe want to make use of the User Survey function. However, it seems to me that surveys are only sent when we close Incidents with the Default Request Template. With other templates it does not send one to our users. Is this the case or am I doing
[Term of the Day]: IP Hijacking
Term of the Day "IP Hijacking" What is IP Hijacking? Internet Protocol Hijacking, also known as IP Spoofing is the creation of Internet Protocol (IP) packets which have a modified source address in order to either hide the identity of the sender,
Group email problem
SD Plus version 11201. We have set upp two alias adresses and configured the supportgroups. But when a mail is sent to one of this alias adresses the mailaccount adress is set in the "To" field not the alias adress witch i needed to assign it to the
Restoring mysql data to postgres fail
HI, I am getting below error while restoring from backup. Can anyone please help on this? Regards. Hasan ********************************************************************************* You chose to open this file: C:\ManageEngine\backup\backup_mysql_9200_fullbackup_05_06_2021_12_22\backup_mysql_9200_fullbackup_05_06_2021_12_22_part_1.data
[Blog] Top Incident Management KPIs that matter the most
Analyzing key performance indicators must be every ServiceDesk's best approach for successful results. Many of us have heard of this business adage, "You can't manage what you don't measure." This is particularly true in IT Service Management. KPIs are
Changing the request template in active request
Hi, I'd like to change the request template in active request with another (wrong) template. Business Rule doesn't work. I've 2 types of request and my rule depend on them: If type of request is .... change the request template to ..... Heeelp.
Disabling Archiving
A quick service announcement: archiving is irrevocable, users be sure that archiving is not left enabled accidentally (default may be "enabled", I found mine set to archive items 2 years or older) On to the question: If I disable archiving is there any potential hazard for doing so? Are there any arbitrary limitations imposed by, or otherwise experienced within the operation of, ServiceDesk? What sort of problems should I be aware of when disabling this feature?
Problem with update from 11143 to 11200
Hi, guys When I try to update from 11143 to 11200 the proces freezes to 6% and not continues. If it helps - It is attached updatemgrlog0.txt
[Term of the Day]:Augmented Reality
Term of the Day “Augmented Reality” Definition — What is AR? The term AR means Augmented Reality, this technology expands the real world with extra layers of digital information projected into it. AR combines the physical world with computer-generated
Any update on SDF-24857 Including Conversations in Problem Module.
Any update on SDF-24857 Including Conversations in Problem Module. It has been a while since the issue was raised - I can see mentions of it on the forum from at least a year ago
Mail conversations in Change and Problem management modules
Hi folks Wouldn't it be fine to have mail conversations concerning a problem/change in the problem/change by adding a 'conversation' tab? I would find it very useful having the same possibility to document a conversation as we have in the incident management module. What do think? Thanks in advance Best regards, Marc
Request closed or resolved
Can we get request status to resolved from an email conversation added. The scenario is we receive task complete email from vendors and the same is added in request ,the email description is fixed can we change the ticket status to resolved once we receive
Stop Help Videos from playing automatically
Does anyone know how to stop the Help Videos from playing automatically? We are on SDP 11.0 Build 11005, and when on the request list view screen the Help Videos will randomly popup as we go about our day.
Notifications
is it possible to prevent email notifications from being sent for tickets that are created manually in service desk?
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