[SDF-66047] Custom view in Requester login
Hi Team, How to create a custom view in requester login. Regards, Karthikeyan R
[SDF-64464] First Response - Set to complete on notification
Hi there, We have the below notification enabled, When this notification is triggered is there a way completing the first response SLA? For our organisation this means that a technician has taken ownership of the ticket and will be working towards a resolution. Thanks, Dave
SDP Mobile App - Questions
Hi, I'm testing the IOS mobile app for SDP before implementing it in my organization and have some questions. - When creating a new request, I can't find out how to select Group. There's only a choice for Site. Is there a setting to enable this (without first having to create the request and then go back and edit it afterwards)? - The request can be created without entering information in mandatory fields and field and form rules does not work. Is this correct? - If the above is true, the mobile
[SDF-85209] Additional keyboard shortcuts
A keyboard shortcut for 'link requests' would be really useful - this is a feature I use a lot :) Another thing I'd really like to see a shortcut for is for 'add new work log' . It would also be really handy if there was some sort of 'quick close' -- either a button or a shortcut -- as often people reply saying 'thanks' and a quick way to close those tickets could make things a bit faster.
[SDF - 38213]Request List Filter
Good afternoon. How to limit the list of filters for a specific specialist? Create your own filter, and remove the rest !?
[SDF - 85270] Resolution Attachments
HI, would it be possible to set the attachments in the Resolution as mandatory?
Error at update
Hello, I'm trying update my servicedesk to the last version for migrate it to a new server. I could apply the patch to update from 9117 to 9121 without problems. For appply this first patch i followed the next steps: 1 stop the app 2 run the backup script 3 run the update script 4 start the app When i try apply the patch to 9200 follow the same steps than before, but in the step 3, at 3 or 4 seconds of start, it stop with simple error message (without any description of the possible fail) and the
report for Roles and permission assigned in sdp?
SQL query for a report showing the list of Roles and permission assigned each in sdp?
Software Asset: Floating license
Hi What of the following type of license can i use to create a floating licence asset? thanks Stefano
Ticket creation for new users
Good Day We sometimes are facing the problem that someone, which is not already added as a requester, wants to create a ticket over the phone. In these cases the admin creates a user manually and afterwards the ticket can be created. The problem is, that regular technicians are unable to do this and therefore can not create the ticket right away. The best solution for us would be if technicians could also type in an e-mail-address during a ticket creation in the name field and the user gets added
[SOLVED] Forward Template
Good Day If I forward a Message from one of our customers, the message template "Forwarding a Request" is used. If I want to forward a Message, which I have written myself, no specific template is used. Fwd is added at the beginning of the subject but nothing else. How can I configure this specific template? Should it not be the "Forwarding a Request" template? Thank you very much for your help.
REST API: API authentication using loginName/pass to get Technician Key to ServiceDesk Plus
Hi, I'm trying to integrate with the API using the credentials to get the tecnician key to make requests. Does someone have a sample request? I searched the API docs but couldn't find anything. Thanks!
Requests caused due to this Change - Data Retrieval
Hi, 1. In CRs there is an option to link incidents which was caused by implementing the CR. Screenshot attached. 2. Can you pl let know how do we obtain report of such CRs. This would give a direct report of bad CRs whihc has been executed over a period of time/ for specific function. Regards Karthikeyan
Need help with a report
Hi There, I am trying to report on a couple of things. firstly I need a report that shows the number of calls raised within a given period by mode to the service desk. secondly I need a report that shows the number of calls that have been sent to each group from the service desk within a given period. I am as technical as a teddy bear when it comes to writing queries so any help would be appreciated.
Closing requests
Are we able to modify the fields shown when closing a request? The Desktop team leader has asked me if we can modify the ‘Has requester acknowledge the resolution’ to a drop down menu to have the option to select; - Verbal follow up - Email follow up - No follow up required – notification of request closure is sufficient
Updating from 9.4 Build 9416
Good day, I am currently trying to upgrade the version from 9.4 Build 9416. But it keep giving me the error, May i know which is the correct patch file i should be using as i have try from "ManageEngine_ServiceDesk_Plus_-_MSP_9_3_0_SP-0_0_8" till "ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_5_0"
Custom Reports for ServiceDesk Plus - Tracking Request Status
We found a post on the forums recently for someone looking for a report to track the time a request is in any given status. It certainly piqued our interest, especially after being told it couldn't be done after all .... The basic premise seems straightforward enough as all the information is contained in the history tab of a request in ManageEngine ServiceDesk Plus - a copy of the result they were looking to achieve describes the required information nicely: The key challenge here relates to the
REST API v3: How to edit an asset?
I need help forming my JSON for this. The reply message that I get back is simply "Internal Error" without any other identifying output to help track down the issue. I can update Location by itself just fine, but I cannot update the State with the current JSON parameters. $id = "111111" $input = @" { "asset": { "state": { "name": "In Store", "id": "1" }, "location": "Test Location" } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'}
Random Logoffs (Invalid Technician Key)
We have noticed since our upgrade from v10 to v11 that technicians are getting randomly booted from SD+. Intermittently they will see a red bar saying "Invalid Technician key" which then kicks them out of the system. There are no error messages in the System Log Viewer and there doesn't appear to be any sequence of events to trigger it. No GPO's in place that would erase temp browser cookies and no other security settings are configured within SD+. v11004 mssql
Pasted Line spacing.
When I am using ServIce Desk Plus, i am attempting to add a work log by copying an email from the conversation. When doing this, The line spacing is being trippled. This doesnt happen if there are no line breaks in the copied message however if the line is broken once, it is pasted with 3 line breaks.
Requests with *.msg attachments are converting to forward message
Greetings, We have 11.0 Build 11002+PGSQL. SD works with Exchange 2013 on EWS. Issue is: When user send to mail message SD with a *.msg attachment it converts to forward message. It's very uncomfortable because we need to check headers of mail messages.
Multiple email addresses for fetching
I was wondering if you could implement this idea. We have a division system administrators and a application administrators. Both of these to have access to ServiceDesk. And for about a week or 2 we are using the mail fetching option. But its only possible to do this for 1 mail address. Is it possible to do this for 2?? And when the emails are fetched a support group is added to the call. with kind regards, Jeroen
Can requesters resolve and close their own request?
Hi there, SDP 8.1.0 Build 8123 As the subject says. Can a requester close his/her own request and/or possibly add the resolution as well without involving the technician? I can't seem to find such option in requester view. Thank you for the advice.
Update from 9400 to any recent build failed
Hello Community, We have a problem when updating our ServiceDesk Plus Build 9400 to any recent build. A couple of weeks ago, I updated to build 9414 and at the end of the update, I have the ''Failure , Please check the link : http://www.manageengine.com/products/service-desk/upgradefailure.html'' message. I rewind to build 9400. Yesterday, I tried to update to build 9417 and I had the same error. I don't know why this happens.. Anyone have the same problem? I have the updatemgrlog0 file if you need
Feature Request: Resource Management
We're testing the new resource management function and have some feature requests or questions for the team: - Under the Home page, would like additional filter options including Project Title - Under the Home page, would like to be able to filter by Project - the ability to create a project team filter instead of recreating via the Technician filter - Under Project filter, would like to be able to filter on specific projects and not just members - ability to view the Task Description on hover -
[SOLVED] No reports are generated / Your Version : 11.1 Build 11105
Build Information Your Version : 11.1 Build 11105 Linux / 64 PostgreSQL Server hi help me) No reports are generated What logs should I look at?
Steps to secure MSSQL database connection
Hello folks, This post explains you the steps that need to be followed to secure the database connection in ServiceDesk Plus. How to connect secure MS SQL Server? Summary of Steps: 1. Create SSL certificate 2. Import the SSL certificate to SDP setup. 3. Enable SSL Encryption in SQL Server Step 1 & 2: To start this process, we need to create an "SSL Certificate" it could be either self-signed or third party certificate. Do follow the below steps in MS
[SD-84327] Issue with backup going from 08 to ver 10
Hi there, we are trying to update to the latest version 10 but when we try to do a backup it fails, we are on 08 and never had an issue before, screenshot attached.
Reporting on User details
Hi, I have a couple of report related queries and hope you could assist. Firstly, I cannot find a pre-defined user report and need to create one. We have a some additional fields to be added as well. and it needs to cover requesters and technicians. What I am looking for is sth like: Name Line Manager Department Site City Region Company We also have an issue in that when accessing the technician profiles the field "site" is not available i.e. we cannot amend/correct it. How can we go around this?
[SOLVED] Removing automatic assignement of a users asset to a request
Hi Community, We just switched over from our old Ticketing-System to the Requests Module in SDP. As of right now, as soons as a request is generated through mail or manually, the asset assigned to the Requester is added to the ticket. As not all requests are related to an asset (such as file permissions) we'd like to change it so we have to manually add the asset if needed, not the other way around. is there a setting to change that? Thanks for the help! Best Regards, Patrik
[SDF-47555] Bulk Import Sites & Sites Details via csv
Bulk Import Sites & Sites Details via csv
Unable to reach from Office 365 Account to Desktop Central.
We have Manage Engine ServiceDesk Plus 9425 Version. We have already migrated out Helpdesk email account to Azure Office 365. When we are trying to connect that account with on-premises Helpdesk. It is failing. Do I need to update something on HD?
Confidential information storage in ServiceDesk
What is the best experience for logging information into a ServiceDesk software? Somehow Where can I insert and keep my password,username and configuration codes Softwares/Servers/VMs/ Switchs/Routers ,...in the ServiceDesk ?
Merge Users
While merge users this Error appears in csv file (userMerge_603_failure_158253796.csv): "No rows found for the table ProjectRoles in this DataObject "
Hide Unassigned tickets from staff not in support Groups
Hi We are having a bit of frustration with unassigned tickets that are not in the same support groups from other people. We only want to show unassigned tickets to those staff in the support groups that the ticket is in. We use business logic to send tickets to various support groups, but everyone can see them until they are picked up. Is this possible?
[ SDF-28651] Survey Notification
Survey Notification to Tech, when a requester fill the Survey
How to take away Category and subcatergory
Hi When a user logs into the portal and selects new incident. I need a way to remove catergory and subcatergory so the user can see them. I still want to use them on each incident but just not put in the users control or vision. Dave
How to setup ServiceDesk Plus to be accessed via the Internet
Hey Our ManageEngine ServiceDesk Plus has been setup on our cloud server and our users can access it locally while at the office. We now want to set it up so our users can access it from outside of the office/home and we are not too sure how to set this up. Is there a manual or setup guide you guys can recommend on how to get this ball rolling. Regards. Nathan
Feature Request - VIP Technician
Hi, We have just implemented using the VIP User for our Executive but there are 2 which are Technicians in ServiceDesk which we would like to set them as VIP as well. Is this possible? Regards, James Rittmeyer Fraser Coast Regional Council
Self Service Portal Customization - New issue
Hi There Is there anyway to add a big button to this for new issue or have when you search the "How can we help you?" new issue be part of that. Dave
Next Page