Incident additional field limits
Hello to all, Could you tell us what is the limit of number of values (picklist mode) for the incident additional fields? Thanks in advance
auto fill additional fields
Hello Is it possible that while agent scans windows machines, auto fills additional fields that we have defined for workstations? Regards
Merge and Mark as Read
I do a lot of merging jobs to keep all the comms on a topic together. If would be really handy to have a 'Merge and Mark as Read' option when merging jobs together.
Why is my thread removed?
I posted this thread - Michael Charles was working on it. Now it says ' Insufficient Privileges'' Did I do something wrong? https://pitstop.manageengine.com/portal/en/community/topic/reply-template-edit-html?action=communityTopicFollow&actionId=24001070169813
Reply Template - EDIT HTML
In reply templates - there is now an 'edit HTML' button. Great, thank you. I need to embed an image into the reply template. The reason is one of our customers requires us to send a first page that contains their logo. My problem is I can't get the the
Is it possible to add sections to a service request
We're using SDP 11128. In a service request template, is it possible to add a section? I can only seem to modify two sections, but not add any. Didn't know if I overlooked something or not. Thanks!
[Term of the Day]: Shadow IT
Term of the Day “Shadow IT” Definition — What is Shadow IT? Shadow IT refers to any IT system, solution, technology, or devices (smartphone, tablet, laptops, etc.) that’s used by users within an organization without the knowledge and approval
[Term of the Day]: Cluster Computing
Term of the Day "Cluster Computing" Definition — What is Cluster in Computing? Cluster computing or High-Performance computing frameworks is a form of computing in which a bunch of computers that are linked through a LAN so that, they behave like
request list row height
Hi After upgrade 11126 to 11129 the request list row height is to high. I do not what to see less of my requests. Now there is to much space between each row. Can I change this? If not, please make it optional. I have cleared browser cache. This much
Tomcat separation
Hi, You upgraded tomcat in version 11128. Do you have a program that does not use the embeded version and it is possible to install tomcat separately? You did this for the database and it is possible to change it. tuning and loadbalancing a separate tomcat
assign, associate and attach
Hi, I'm confused about assign, associate and attach and have a few questions: 1- What is difference between "Assign Asset to Site" and "Associate Asset to Site"? (Figures 1 and 2) 2. What is difference between "Associate Asset to Asset" and "Attach Asset to Asset"? (Figures 3 and 4) I also have an idea. The user experience of these sections is very confusing. It is better to present these sections in a single and integrated view. Thanks.
Service Desk Plus & Asset
Hi , is there possibility we can give access only to "asset management tool" in Manage engine only to specific users? If yes , then pls. let us know how to do that.
Replies on closed tickets Notification
Good Day I am facing the Problem, that messages sent into a closed ticket do go unnoticed by our technicians, since not all of them are using the (bell) notifications. I know that there are multiple options for the scenario when a requester replies to a closed request. Always reopen does not work for us since it is not possible to configure to which status the ticket should reopen. By default, it is the in progress status, which is too far back in our Request Life Cycle. Therefore, without the possibility
Email based login via SAML
Hi, In version 11127, the Email based login via SAML feature has been added. How can it be used? What settings does it have? What are advantages over the previous method for setting up SAML? Thanks.
Move/Copy attachments
I am attempting to put an attachment from one request to another through the v3 API and using powershell. I know how to find the attachments on the original case but not sure if I can simply use the attachment information from one request and add it
Endpoints and IT operations management seminar [Online]
Greetings, Over the past few months, the IT industry has been subjected to several "new normals," and there have been major changes in how IT teams operate. When the pandemic started, organizations supported remote work and modified their system to accommodate
Notes behaviour vs. Comments behaviour
We'd like to see the same functionality that users see in Task Comments in Request Notes: - ability to notify multiple people - drop down search for users - ability to keep the Task assigned to the same person without having to reassign to another tech so they can be notify/view the Note Like to also see the ability for technicians to be able to reply back, through their email client, to a Note or Comment notification.
[Tips & Tricks] Restrict editing approved or approval waiting requests
Dear Users, Good day! We have come up with a Business rule negate script restricting any edit operation on an approved request and this should help restricting technicians from editing approved requests. This can be accomplished by FAFR, however, technicians can still be able to edit a request from ServiceDesk Plus mobile app or via an API call as FAFR scripts are client-side scripts. Let's consider this scenario: A request has been approved for a particular software/asset (or any item for that matter).
[Term of the Day]: Benchmarking
Term of the Day “Benchmarking” Definition — What is Benchmarking? Benchmarking is a process of measuring the performance of a company’s products, services, or processes against those of another business considered to be the best in the industry,
[Blog] Benefits of managing ITAM and ITSM together
ITAM: The acronym of ITAM is "Information Technology Asset Management". In simple words, ITAM comprises of IT asset tracking and IT asset management. ITAM is a set of best practices that allows your IT team to manage, control, and protect all IT assets
API v3 REST - Add WorkLog is broken after update.
MESD version 11.1 build 11121 Here's my code that has worked up until this build: $input = @" { "worklog": { "request": { "id": "$RequestID" }, "total_time_spent": "300000", "technician": { "name": "TECH NAME" }, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/worklog" $result = Invoke-RestMethod -Method POST -Uri $Uri -Headers $header -Body $params -ContentType
Service Desk Plus prompting for license renewal
Hello I have been using Service Desk Plus in free mode for some time. A few days ago, it was asking for a license renewal which came as a surprise, since we had been operating in the free mode since installing. My colleague had added an additional technician to test some stuff (pushing it to 6), so I'm assuming this is why it was asking for a licence. We've since removed the 6th technician, but it's still asking for a license renewal. Will this revert to the free license mode once the timer runs
[SOLVED] AD Import / Change - New Department Created under default
We have multiple sites and each site has it's own set of departments, which I have defined and associated to each site. We have made sure that each AD user object contains the correct department name to match the ManageEngine Site/Department. When we
[Term of the Day]: Underpinning Contracts
Term of the Day "Underpinning Contracts (UCs)" Definition — What is an Underpinning Contract? In an IT support environment, every support group, vendor (or) third party and so on work under a certain time contract based on the priority of a task.
[ForYourInformation -50] Restrict Concurrent Login Sessions
It's a common request or recommendation that a web application does not allow a user to have more than one session active at a time. There are numerous reasons for preventing concurrent connections. One most common reason is to keep user accounts from
Install on linux console for standard free gets your enterprise trial
I have installed on ubuntu 20.04 selecting the Standard Free version, but it keeps coming up as Enterprise Trial when run. Is this a known bug in the installer? How do I work around it? I tried selecting Professional Free and that worked fine.
integration sccm with sdp
Hello What happens if we integrate sccm with sdp and add the scanned list of sccm workstations to sdp, then install aget sdp on the workstations? agent scans will be overwritten on sccm scans or agent scans and sccm scans recorded separately in SDP? Regards
[DidYouKnow -12] Bulk add pick-list values
Hello folks, Adding huge list of values to a picklist field has always been an exhausting process. With ServiceDesk Plus, we can now bulk add a huge list of values effortlessly. Just open a request template, go to "New field" available on the left pane, drag and drop a picklist to the form and click bulk add and paste the values. Values can also be sorted in ascending and descending order. Description content of the field can also be copied as help text for the requesters. See attachment to know
[SDF-90633] customize fields on the "Import from Active Directory" page
Hello I want to customize the First Name, Last Name, Middle Name and Display Name fields on the Import from Active Directory page. Is this possible? My scenario is that when users change their Display Name in the program, each time the data is synced from Active Directory via the schedule, all the information returns to its original state, and the Display Name changes to the field Display Name in Active Directory. Is it possible to customize the Display Name field in the new version of your software?
Service Desk Plus custom report add columns
Hello, I need to create a custom report for one customer. Could I add other columns in Service Desk Plus custom report? Thanks
Updates to the Problem Module
Hi SDP Team, I hope all are staying safe and healthy. I have some recommendations for the Problem Module, which we are really trying to take advantage of but which is still not quite meeting our requirements. Create an Icon for an Incident Associate with a Problem: I believe I might have submitted this a few years ago, but it still applies: Challenge: During an outage, we can be flooded with requests that we would like to associate with a Problem Ticket (and we're in a hospital setting, so this
[Term of the Day]: cURL
Term of the Day “cURL” Definition — What is cURL? The name cURL stands for (client URL). The free software cURL is one of the oldest and most popular open-source projects. cURL is a cross-platform utility means you can use on Windows, MAC, and UNIX. All new macOS and Windows machines come with native cURL installed, so you do not need to put in any additional effort to start using cURL. Some older Operating systems may need manual installation for it to function. cURL is object-oriented
All Requests Report with first Group and Technician assignment
Hi, I'd like to get a report that shows after what duration tickets have been assigned to a group the first time and to a technician the first time in two different columns. The report should consider the business hours defined. More or less what is shown in the history "Time Elapsed Analysis" in the bars "Group" and "Technician". The list should contain the following attributes in addition: WORKORDERID, RequestTypeDefinition.Name, PriorityDefinition.PriorityName, TITLE, CREATEDTIME, RESPONDEDTIME
[Term of the Day]: Routing Information Protocol (RIP)
Term of the Day "Routing Information Protocol" Definition — What is Routing Information Protocol (RIP)? The Routing Information Protocol, or RIP, is a distance vector protocol that uses hop count as its primary metric. RIP is used by routers that dictates how data should be shared between a group of individual networks, otherwise known as the Local Area Networks. Its primary functions are to, 1) determine the most efficient path when sending data along the network and 2) prevent routing loops.
ServiceDesk page not responding every day in the evening.
Dear all, Every day application in the evening stopped working and displaying just blank white page (and still loading with no success) 11126. Service is running. A workaround is to restart the service everyday in the morning. Any information in log file. Configuration : Windows and MSSQL
Chased Incident Marker
Is there a manual marker, or way of calculating, how many times an Incident ticket has been chased by a user?
Worklog query across Changes and Requests
Hello, I need a report of all worklog entries entered last month across all our modules: Requests, Projects, Changes. Columns: Time Spent Technician Time Spent Start Time Time Spent End Time Time Spent Description Contract (this is a Worklog additional field) I am hoping to turn this into a scheduled report to run on the first of each month, so the report would need to dynamically calculate the date-range for the report (prior month). Any help would be appreciated.
SDP- Default resolution in Incident Templates - What does it do?
Hi, In SDP, when creating a new Incident Template there is an option to provide default resolution. But once provided, it's not displaying anywhere in the request once it was submitted by a requester using that template. How exactly this feature is used? Thank you, Miron
godaddy wildcard ssl for SDP
Hi i have a wildcard ssl certificate which is not in .PFX format , how can i add it to ManageEngine SDP i couldn't find a solution for this please help.
Moving IT Assets
Is it possible to move IT assets? I have several laptops that were placed in the "Desktop" tab under IT Assets, but I need them to be moved to the "Laptop" tab.
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