Why requesters can view all assets!?
Why requesters can view all assets!? Is it safe to view all assets by users? What made it possible for users to see their assets only?
add attachment to a request with api while creating it on powershell
Hi all, I am able to create a request but I can't add attachments. Is there any way to add attachment without editting the already created requests. ? Best regards.
Automatically Apply Template to new Requests?
Is there a way through Business Rules, etc, to apply a template to a new request if it meets certain criteria? For instance, we receive emails from different applications with alerts and notifications. They always come from the same email address, contain the same Subject information, etc. I have Service Templates created for these notification emails, but I cannot find a way to automate the process.
How to change display order of Report Folders list?
We have created several folders and the system appears to sort the folders (as viewed under Reports) via folder creation date. This puts the newest folders on top, which is often not ideal. We would either want the most important folders on top, or at least an alphabetical list so we can easily find the folder/report we are looking for. Is there a way to do this in the UI that we are missing? If not, is there a database change/edit we can make to give us this ability/hack an order into place? (MSSQL
[Blog] Importance of Request tagging
Tags are words or a combination of words that can be used to tag similar requests with keywords and group them together. Most helpdesk software comes with a tagging feature but not all use this handy feature to it’s fullest potential. This feature can be helpful in numerous ways, below are the two factors why is this substantial to a helpdesk team, Guidance in Quickly Answering Questions – As a helpdesk technician, your salient goal is to easily and quickly clear those tickets as efficiently as you
Field and Form Rules Help
We have a service request template which has a picklist field in it which has two items in it: Yes or No I would like the service desk to be able to send an email to another staff member (not a technician) if the requester selects Yes advising them of an action to perform. How can this be achieved using the field and form rules? Is there a script that needs to be executed or some settings I am overlooking? Thanks for the help and regards,
[SDF-50425] Email Department When New Ticket Is Created and/or Closed
We are using ServiceDesk plus in a smaller environment that is used to having lots of email visibility into the issues being experienced. We are hoping that we can configure ServiceDesk to email all members of a department when a member of that department is a requester of a new or closing ticket. Anyone have any ideas on how to make this happen? Thanks! Joe
Add attributes to a CI relationships' report
Hello, I am doing the following query to get a report that show me all the relationships of a CI, but I need to add some information and I don't know how to do it: how can I add columns of differents attributes of the main CI? how can I filter just to get the the relationship of certains "relationship rules"? select.ci.ciname as 'Nombre',(select rel.RELATIONSHIP+' '+ci2.CINAME+CHAR(10) from cirelationships as cirel left join ci as ci2 on ci2.ciid=cirel.cii2 left join relationshiptype as rel on rel.relationshiptypeid=cirel.relationshiptypeid
Hide Status types on Reply
We are using FFR's to hide some ticket status names which works fine. However these same status names are visible when a technician replies to a ticket and then selects a new status. Is it possible to continue to hide these status names using FFR's when replying within a ticket?
requester can see the requests of one group?
I noticed that on the requester option you can set that he can view all requests of his department. It is possible to able a requester to view a requests of one group?
Active Directory import failed record
We need a better way to see what the failed record was in a Import from Active Directory. Should be able to click on a link to see the failed record and why it failed.
Customising Home page
I am looking to customise our home page further to include the Company name given to our Portal above where it says How can we help you? Can this be done via the self service portal customisation area? Please advise
User Survey Email Configuration.
Service Desk Plus 10.5 Build 10514 This is the email the requester receives when requesting feedback. The link is generated by using $SurveyLink Can the link be masked by text? Can the "Provide Feedback" button be a link to the survey?
[Blog] The Principle component of a HelpDesk Tool
Nowadays there are plenty of Helpdesk tools available in the market, they come with a wide range of features. Organizations deploying the Helpdesk tool should know the key components of a tool. An increase in users and retaining them are a crucial part of an organization's success story's. Yes, It's always important to set the right focus and understand what exactly your customer needs. Popular research on best ITSM tools states building a perfect Knowledge Base takes 70% of your support team's
Notification Rules Templates Issue
I am having an issue where the signature I put at the end of our requester automatic response templates gains additional line spacing. It is only present in the actual response. When I go back to the template there is no line spacing separating anything. The main body of the template is unaffected though.
Query to undelete a requester
Can you provide a query to undelete a requester I accidentally deleted? In the tables: aaauser, the user_id is 941 CI, the CIID is 982 Build Information Your Version : 10.0 Build 10013
Request Life Cycle hold transition for technicin that hasn't access to stop timer
Hi, I create a RLC for service catalog as Request a Laptop. In our workflow, maybe we have laptop in store or not. When we haven't laptop in store, we order laptop from Purchase Department that provide new laptop. This process can take up to a month and we aren't responsible for this job. In this situation, we want to stop timer and hold request until Purchase Department provide us a new laptop. Also we don't want to access technicians to hold request. Now when I configure this transition (Purchase
Report Format
Good Day I have noticed that reports in ServiceDesk Plus are not created in the A4 format. When I export them for example as a PDF, I am facing problems with printing them since the format is not A4. Is there any possibility to change the format of reports? Thank you very much!
Service Desk + Telegram
Hi guys, I am kinda new with this service desk thingy especially to manage engine. Can somebody confirm if I can link it to Telegram to create incident tickets? If so can it be possible to standard license only? :) Thank you so much!
Custom Script Help
Is it possible to create a custom script where on form submission it fires off a task template we have saved? Additionally, is it possible to grab information from fields on the form to enter data into certain fields on the task? For example, we have a task template called "Locator Needed" and we have a field on the form for new user creation called "Locator Needed?", which is a yes/no drop-down. We would like to see if it can add the task if "Yes" is selected for this field on the form. Field
Emails in a Request
Hello Team, I have the list of Tables that are present in our ServiceDesk Plus database. What I'm trying to do, is to get a query report on the list of email exchanges thats contained within a Incident Request. I'm not able to find the table which will have this information, requesting your inputs here.
Use of API's to a 3rd party supplier
Looking to add API's to allocate incidents and some requests to a 3rd Party for support. Where is best to start?
Installed trial version of SDPlus Standard today and local Administrator is no longer available
Hello, I downloaded/installed the SDPlus Standard edition trial today to pilot the system. During configuration, i was able to successfully connect to LDAP and import all of the users. upon logging out, I am able to login with the local Administrator user account but only as a requestor and not as a full admin. When I run the PSQL command to find local administrator 0 is returned (denoting no local admins). How can I rectify this problem without a reinstallation? I would really like to try this
Adding an approval automatically with a custom trigger
Hi, I've tried following this guide: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/sample-approval-scenario.html ...to create a script that automatically Assings an approver, when we use a specific incident template. The custom trigger runs when edited/created and subject starts with "RFC". It executes the following script: python rfc.py $COMPLETE_JSON_FILE I then installed Python 3.6 in the latest version on the servicedesk-server. Didn't know if that
IT analytics in 90 seconds: Track your performance against help desk targets
Measure resolution rates against help desk targets to identify how far you're off target and improve overall resolutions using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
***technician username automatically in the template field: technician***
hello, there is the possibility that the technician username who creates the ticket is automatically entered in the template field: Technician? many thanks
PostgreSQL Custom Query for Specific Software plus IP, Site, User, & Assigned User for AssetExplorer
Happy Holidays All, I have a custom query that provides a report of Assets that have a specific piece of software installed. In this case it is "MPLTransact". It works but I want to add Site, IP, User, & Assigned User to the Report but can't figure out how to get it to work could someone assist? Here's what I have so far... ====== SELECT SystemInfo.WORKSTATIONNAME "Workstation", max(state.DISPLAYSTATE) "Asset State", max(osInfo.OSNAME), (SoftwareList.SOFTWARENAME) "Software_Name", MAX(swmfg.NAME)
Introducing Live Chat Support
Dear users, After a trial for the past few months, ServiceDesk Plus support is excited to launch online chat and engage with customers in a new, more accessible way. We hope to cut resolution times on those quick or easy questions to minutes rather than hours. You can reach us by chat by visiting, https://pitstop.manageengine.com/portal/home Cheers..!
Use Date Field without including Time and Timezone
I'm trying to set up a rule to change the subject of a request to include the First/Last Name fields and the date of the Effective Date field I've added. It works, the rule is fine. But I only want the date to show up as MM-DD, so 01-06 for January 6th. Right now it shows up as "Wed Jan 22 2020 00:00:00 GMT-0600 (Central Standard Time)" This is my script: // Adds Requester Name and Effective Date in the Subject Field if($CS.isFormSubmit()) var FirstName=$CS.getValue("WorkOrder_Fields_UDF_CHAR28");
iOS -Asset Scan
When trying to use asset scan from iOS device i get ''User does not have Permission '' when i use SD+ from an android i can use the scanning feature with no Issues. I used two different iOS devices with my account same issue What could be causing the iOS not to work All Permission roles are set ok This only happened when SD+ Build was upgraded
Service Desk Plus - created requests by hourly time slot
We are working on a global 24/7 roster and need a report to show us when requests are logged by hourly slot. So for example I want to see something like this: Is this something possible in SD+ ?
Auto Print a Ticket when certain Category is selected
Good Morning Is there way that in a request when a certain category is selected that it will automatically print the ticket out on our printer? Thank You
Multiple 'RE: CASE UPDATED' being added to replies
When replying to cases in ServiceDesk plus, we are getting multiple 'RE: CASE UPDATED' added to the reply. In a lenghty email conversation, this means the subject becomes extremely long and doesn't look great to the customers. Any ideas please? Example REPLY 1 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY 2 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY
Report about all relationships in CMDB
Hello, is there any way to get a report about all relationships in the cmdb in version 9207 with PGSQL? Maybe as a table like: ci type ci name relationship ci type ci name workstation pc 1 connected to router router a workstation pc 1 related to requester requester a ... ... ... ... ... This would be a great help for me - thank you very much for your help! Best regards Michael
Advanced Filter logic operators are being resetted each time
We upgraded from 9314 to build 9406 of Servicedesk Enterprise. In build 9406 and 9407, the advanced filter AND/OR logic gets resetted after using the search for the second time. Example: set 3 filter lines, second with "OR" and third with "AND" logic operator. Press search. It will show correct results. Press search again and "OR" operator will change itself to AND and results are not correct anymore. This is also happening after you search for the first time, then go to different area of Servicedesk
Can a technician be a requester and see their own tickets even if they are in a different department?
Hi, I'm sorry if this is a repeated question... I've tried to search forums and good ol' google but with no real answer. Is it possible for a technician to be a requester and see the status of the ticket that they have created even if as a technician they wouldn't normally be able to see that area? For example we have a couple of separate IT departments in our organisation and they don't have visibility of each others tickets. However, if someone from the database team creates a ticket for the helpdesk
Service Desk PLUS Release Management
HI On your website it mentions that Service desk plus enterprise edition contains the release management module. Is this available on our current version of SD Plus as per the image below: It doesn't seem to be there.
Notification from a report
Hi guys, I have created a report to track hours spent. When this report reaches a certain number of hours I was wondering if I could receive and email/notification of any kind. Just wondering is anyone has an idea if this could be done?
Office365 user mailbox is missing
>My company help desk guys revoke user mailbox license when an employee leaves the organization. >A script is run to convert user mailbox to a shared mailbox where the O365 License is removed. The shared mailbox does not require a license. >In one case, the script got failed and user mailbox is missing in O365 Where I am unable to find it admin center and everywhere. The one noticed point is I can see a contact with the user email address in Exchange Online admin center which makes me surprise. >Till
(SQL) report on open Tasks
How would it be possible to create a report on the open tasks in SD+ 7.6.0? via SQL? If so, thanks in advance for an SQL query best regards, Marc
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