Auto-Assigning tickets to Groups
I know you can Auto-assign to technicians, but I have multiple groups that I assign tickets to and each group has a team of techs that will pick those up to resolve. I would like to be able to auto-assign to specific groups opposed to a technician. Is that possible?
Analytics Syncing issue
Hello, We are getting the following error in ServiceDesk at least once, if not twice a week: FAILURE :ManageEngine Analytics Plus periodic data synchronization is getting failed in past 48 hours continuously, hence the whole ManageEngine Analytics Plus synchronization process is suspended. You can obtain the error log files from Support tab by clicking on the Support File link in the ServiceDesk Plus application and Capture the screenshot of Advanced Analytics Integration page or contact our support
additional fields
We define about 200 additional custom fields for request forms, But all often doesn't shows on Report module column , Why?
User and Technicians User Defined Fields
I would like to be able to access the user defined fields for users (requesters) and technicians. If I go to create a Reply Reply template or any of the notifications and type the $ to bring up the field list, these do show up as an option select. Thank you, Craig A. Rice
Changes not saving to tickets, cannot assign technicians etc 10.5 Build 10501
We upgraded ServiceDesk from 9.4 Build 9422 to 10.5 Build 10501 through the 3 upgrade packages, no issues at all in that respect and after upgrade we can log in, view all tickets, create tickets. The issue is...we can't assign them any more! If you try it from the main screen an error pops up Failure. Request ID(s) cannot be assigned to the selected technician, now here is where it gets weird if you click the ticket and 'edit' then select the technician that way it says "SUCCESS:Request(s) updated
Custom Triggers: Auto Suggest variable
We'd like the ability to add the Auto_Suggest variable to custom trigger notification templates.
[Term of the Day]: Gamification
Term of the Day “Gamification” Definition — What is Gamification? Gamification is a popular business tool. It is the concept to integrate game design elements into non-game applications (business applications) that already exist. This improves user experience and participation. Businesses can easily implement to create innovative programs by weaving suitably fun features such as leaderboards and badges into an existing system. When users participate and engage with your gamification initiative,
[SOLVED]Remove ESM Instance Owner
Hello, I am currently the owner of an ESM instance and I would like to remove myself as I no longer require a license in that instance. I set it all up for a team and now it has been handed over they would like to add another user. I don't need access to their instance anymore. I tried to get another user with Org Admin privileges to remove me but that did not work. If this is not possible then what do you do if someone was to leave the company and an instance cannot be removed? We are running version
[Term of the Day]: Data Mining
Term of the Day “Data Mining” Definition — What is Data Mining and its purpose? Data Mining, also known as Knowledge Discovery in Data (KDD), is a process of digging through and analyzing enormous sets of data and then extracting the meaningful patterns and trends. In general, “Mining” is the process of extraction of some valuable material from the earth e.g. coal mining, diamond mining and so on. In the context of computer science, “Data Mining” refers to the extraction of useful information
Custom Schedule: Folder Deletion
We have a requirement from our data team to purge documents that contain Personal Information within SD+. For example, in Change Requests there may be customer data within our Test Results (deploy stage) or in our post deployment Sanity documents (verify stage). Is it possible to run a script under a custom schedule to delete all folders within the Change folder under File Attachments?:
Exception while trying to send notification (Email)
We were using Manage engine Servicedesk Plus for quite long time with 9.2 version, I have upgraded this step by step as recommended now we are using build version 10.5. But after upgrade email notification is not working for any incident ticket create/resolve/close & email from ticket is also not working. Getting error has "Exception while trying to send notification for the request." I have configured it correctly on outgoing email settings but still it's not working. Need you assistance to solve
How to best bring potential projects into our IT Integration and Development Funnel?
We use the ServiceDesk Plus Enterprise (on-prem) product. This was put into place with focus being on the help desk folks first, but now I have been pulled in to see how it can be used to feed requests, problems or changes into our IT Development and Integration funnel and become projects. Some examples of what becomes a project: The Business has a need for a new system (legal tracking, time card entry, equipment usage entry or whatever). Maybe we have an existing system needing replacement or maybe
[SDF - 66538]How to include mail_Im_responding_to_timestamp in a request reply?
If I reply to a mail in a conversation under a request, my template for the reply doesn't include the timestamp of the mail I am responding to. I would like the timestamp to be included. Is that possible? Example: In a request I have a conversation going with servicedesk@company.com.about a problem they are to correct. They have sent an email to the request on 2019-02-22 12:30 with the message "Will be fixed shortly. Just hold on!". Now, over a week later, they still haven't solved the problem and
[Blog] Best practices for developing content for your Knowledge Base
Self-service is a dynamically developing trend related to the changing needs and expectations of users. Knowledgebase plays a pivotal role in self-service that empowers users to find information, request services, and resolve issues on their own. It’s about giving them the tools they need to solve their own problems in the future, and a self-service portal does this just beautifully. One of the key steps in creating a knowledge base is ensuring great content. Regardless of who is authoring the content
[Term of the Day]: DevOps
Term of the Day “DevOps” Definition — What is DevOps? DevOps is a collaboration of two words Development and Operations, it is the process that works to automate and integrate the processes between software development (Dev) and IT Operations (Ops) teams. The practice of DevOps also encourages smoother, continuous communication, collaboration, integration, visibility, and transparency between software Development teams and their IT Operations teams. Organizations that adopt DevOps culture
[SOLVED] Asset Explorer central server settings arabic unicode issue [SD-88462]
Hi, I installed Asset Explorer v6.7.10 on other site and wanna to scan assets as distributed, but when I set and fetch ServiceDesk Plus v11.1.16 server settings, I get ???? ?? as site in Data Settings section like below image: and after select ???? ?? and click on Export and push data to Central Server now return error me: What should I do? Do you have any solution to resolve this issue? Thanks for helping
changeDBServer to MS SQL Question
We're evaluating SDP and while configuring and changing database from PGSQL to MSSQL, i couldn't created database. I'm also evaluating Desktop Central and was able to change the DB to MS SQL without a problem, I am only curious about Master Key Password field. I didn't see this in DesktopCentral, what could it be?
[SDF-88990] Time Elapsed Analysis - For Current Status
I would like to extract in a form of Query Report the time elapsed for current status of Request. As per below screenshot, i should able to see this request's current status is OPEN status for 28 hours and 33 minutes. Can you help to provide query to get this info. As of now, i can extract only the time elapsed between transition of Status.
Incidents/service requests with a "pertains to" user
We're currently using SDP 11119. We have a bunch of service request templates created. Many of these requests are completed by another individual/supervisor, but pertain to a specific user. In these templates, we have created a custom field called "User name" to indicate which user this request is specific to. Is there a field or something we can put on a service request or incident template that will be a "Pertains to" user field so all assets and everything else for the ticket is specific to that
[SDF-87709] Checklist not appearing on incident requests
Hi I've created a checklist and associated it with an incident template. I've then raised a new request and change the incident template for it from default to this new one. However, the checklist tab on the incident is showing as empty and says "No data available". Any idea please? Thank you.
Removal of People option in CMDB
In the past before we upgraded to version 11000, there was an option in the CMDB to go to People and look up what group a technician was in. Since we've upgraded, it changed to Users and Group is no longer listed. Our helpdesk used this feature daily to properly route tickets. Please assist.
[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change. You can delete old and unwanted task templates from the list view. In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive" The task templates cannot be sectionalized based on different
Email Error Log
Where Email error logged on servicedesk?
[Term of the Day]: QoS
Term of the Day “Quality of Service” Definition — What is Quality of Service? The acronym QoS stands for the technical term ‘Quality of Service’. In general, it is referred to as networking technologies and techniques, that manage data traffic to reduce packet loss, latency, and jitter on the network. QoS is required in organizations wherever there is network congestion. QoS has been a critical requirement for the WAN for years. The internet is an indispensable resource for the great majority
Masterclass 2020: Session 4 - Building an effective IT asset management strategy with ServiceDesk Plus (30th July)
In the fourth session of ManageEngine's Masterclass 2020, we will discuss how to manage all assets in your organization's IT infrastructure, and optimize asset usage. Stay on top of your assets with an IT asset management (ITAM) strategy that helps you keep track of both hardware and software assets throughout their entire life cycle. We will look at how an educational institution upgraded from Windows 8 to the latest version after Microsoft announced end-of-life (EOL) and end-of-support for Windows
[Tips & Tricks] Show/Hide sections in a request form using FaFR
Scenario : To show/hide sections in a request form based on user departments. In this scenario users from 2 departments, "Business Analyst" and "Technical Analyst" will be using a service template "New Laptop" to submit service tickets for their need for a new Laptop. The service template is configured with multiple sections based on department fields. Using the following script, 2 different fields and form rules have been configured. When the user from each department loads the request form, the
Ticket from S/MIME
Hi guys, we are close to deciding to purchase Manage Engine Service Desk Plus Enterprise. It is maybe old news or stupid question, but I'd like to know if it is possible for Service Desk to accept an S/MIME email for creating a ticket. Our current system does not support it, created empty ticket. Many thanks
insert teamviewer button on self-service portal
hi, my installation is 11.1 build 11121 on windows 2016. I would like to add a widget with the teamviewer button. I have already created the button via the teamviewer site but I cannot insert it. if I try to add an html widget the code is displayed and not the button. this is the code: <! - TeamViewer Logo (generated at https://www.teamviewer.com) -> <div style = "position: relative; width: 120px; height: 60px;"> <a href="https://www.teamviewer.com/link/?url=505374&id=1595500380610" style="text-decoration:none;">
[SDF-60726,SDF-63104,SDF-54895,SDF-47650,SDF-47420] Improve the calendar
Hello I suggest that you develop a stronger calendar to support more types of calendars and define additional fields based on that. Currently, additional fields only support the Gregorian calendar. Microsoft supports multiple calendars such as the following: System.Globalization.GregorianCalendar System.Globalization.EastAsianLunisolarCalendar System.Globalization.JapaneseCalendar System.Globalization.JulianCalendar System.Globalization.PersianCalendar System.Globalization.HijriCalendar System.Globalization.HebrewCalendar
Variables in Resolution Templates
So, looking up this topic, it looks like this has been something that's been "in the works" for YEARS Any ETA on when we'll have variables available in resolution templates the same way they work in reply templates? This doesn't seem like a big ask to have to wait so long for https://pitstop.manageengine.com/portal/community/topic/variables-in-reply-template https://pitstop.manageengine.com/portal/community/topic/variables-not-available-in-resolution-template
[ SDF-40818 ] Feature Request: Search Function within Request Details
We would like to be able to search in sub-categories and it would then fill in the category where the subcategory is kept when selected. Currently it will only provide results if you first select the category. As our footprint increases we want the reduce the effort on technicians to find the correct ticket information on a consistent basis.
[SDF-88992, SDF-62870] [What's Cooking] Upcoming new features and enhancements
Hello users, We are glad to inform you that some exciting and most awaited features listed below are lined up for the release with the upcoming service packs. You can try these features on our Beta site and share your valuable feedback. 1) Cancel Request (Request Details Page > Action > Cancel Request) 2) User Theme personalization (My Profile > Theme Personalization) 3) Portal Theme personalization (Admin > Theme) 4) Force Password Reset for new user (ESM Directory > General settings > Security
Custom Report: Last Month This Year vs. Last Month Last Year Comparison
Hi, I need a report which would give the statistics of tickets comprising of "Last Month This Year vs. Last Month Last Year Comparison" ie., like December-2013 .VS. December-2012. The reported should be ordered Group-Wise and then Technician-Wise. The columns that need to be displayed should be: How to get this?
Technician approval settings
dears, In order to prevent technicians from stopping the request timer by sending approval, I need to change the access of technicians as follows: 1- technicians can edit the requests (resolving the request, merge and etc) 2- technicians can view the approval tab, but can't modify it (submit for approval). would you please advise?
[Term of the Day]: Cloudbursting
Term of the Day “Cloudbursting” Definition — What is Cloudbursting and how could it be beneficial to businesses? Cloud bursting is all about the dynamic deployment of applications that normally run on a private cloud or data center and bursts into a public cloud to augment when the demand for computing capacity spikes. The internal computing resource is the “Private Cloud” and the external cloud is typically a “public cloud” for which the organization gets charged on a pay-per-use basis. If an
[ForYourInformation -41] Request Module Custom Reports Enhancements
With build 11120, we enhanced and added new custom reports for the request module to reduce the custom queries dependency. A lot of request fields, date filters and advanced filters criteria have been added to the existing custom reports. New columns that have been added to the custom reports and as criteria for advanced filtering are listed below, SLA response time SLA resolution time Service Request Project Id Project Title Change ID initiated due to this Request Change Title initiated due to this
Search request content by requester
Hi, I technician view, we can search in content of request and note and others, but in requester view, he can't search in content of his request. Do you have an alternative way for the requester to search in the content of the request?
Users and multiple Assets
Hi When a user who has multiple assets assigned to him or her, (my scenario all the users have desk phone and monitors assigned to them because these are IT assets) creates a request the asset field not necessarily showing their PC or Laptop. For some it is just showing the desk phone. We need to edit the assets to see their PC name to support remotely. My suggestion is if possible to have an option to mark the PC or laptop as Primary and other assets secondary and map the primary to show in the
Hide Empty Template Fields on Submission
We have several workflows for incident or service templates that walk users through different questions using Form rules. Once the form is submitted we'd like the ability to hide any unused request fields from the Technician view. This was recently release for Resource fields which improved the look and feel for Technicians. see below (the - indicates the filed was skipped in the workflow).
New Service Category
Hello, We are using ServiceDesk Plus Free version. When the Administrator adds a New Service, that New Service appears on IT Service List, but can't be seen by the user who wants to report a problem. Users can see (predefined) default categories only. How can we make a new service category visible to any user? Thank You
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