[DidYouKnow - 8] About Organization Roles in ServiceDesk Plus
Organizational roles help you configure different roles specific to various levels of the organization like CEO, CFO, COO, etc. Roles can be configured concerning a particular Region, a Site, or a Department. Configuring the Organization's roles helps
IT analytics in 90 seconds: How to effectively audit and monitor your asset inventory
Discover the assets that have not been scanned to ensure a thorough catalog of your help desk's assets using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
move database SQL to SQL 2016
Hi, I'm trying to move the database to a new server. I enter the new server name the user and password, and the connection establishment. But when I press save, he forced me to enter Master key, what is that?
How to query the ReportingTo variable value
I would like to list all the people that are required to approve Requests. I use the $ReportingTo variable for Approvers and would like to query who is behind the variable. We are using MSSQL.
Business rule notifications dont use the correct template
I have set up a business rule to notify certain technicians when certain SRs are raised. I have clicked 'edit email template' on the rule and inserted the fields I want in the notification into the template However when we receive the notification it doesn't include those fields or the correct text. I have logged with support but not getting anywhere!
[SDF - 82210] Private Group
Hi, I'm not sure if this is an existing feature request but if not can I please request the option of making certain support groups private? What I mean by this is that some of our support team deal with confidential information that shouldn't be accessed by other teams. For example leavers / sickness / dismissals. This information should not be accessible by other technicians. Currently the user roles only allow you to 'Allow technician to view': All All in associated sites All in group & assigned
startout.log file is huge. Do I need it?
On my production system there is a file at \\manageengine\servicedesk\bin\startout.log that is over 50 GIG. Do I need this or can I delete it without consequences?
move database SQL
Hi, I'm trying to move the database to a new server. I enter the new server name the user and password, and the connection establishment. But when I press save, he forced me to enter Master key, what is that?
Zapier integration
Hello, Is that possible to integrate Service Desk Plus with Zapier? They asking to go to https://zapier.com/developer/ for this, but it should be done by ME and not the customers. Thanks!
[Tips & Tricks] Spam Filter
Managing tickets and classifying them to an appropriate queue will be the basic task of any help-desk coordinator, along with this he needs to watch out the high priority cases and tickets from VIP users. The ticket allocating task gets challenging and frustrated when ticket count gets spike up in a short time, this leads to the chance of unnecessary ticket violation. The root cause for spike up will be due to tickets getting in a loop or advertisement mail's or irrelevant emails or undelivered
Field and Form rules with the Editor field
Hello, Any ideas on if it's possible to use the Editor field in any field/form rules? I don't see anything when looking at the list and have tried a few bits to see if I could force it, but no luck there. Just trying to setup a template for our HR team whenever there's a new starter but it'll notify the manager and they'll need to edit the request. Currently to raise the request they'll need to enter the manager's name in both a manager field (A resource field created for reporting purposes) and
Associate Problem to incident (roles)
Hello, I've set-up a Technician Role the following way: Having the Problems permissions set also to EDIT it allows Technicians to Search and associate an existing Problem to an Incident but also allows the Technician to fully edit the Problem. Is there a way to only allow Technician role to View Problems and associate their own Incidents without being able to edit the Problems (which i would live to the Co-Ordinator role)? Thank you
Feature Request: ability to add fields below Resource section
We're looking for additional enhancements for forms - specifically the ability to display/move the Description or other text fields BELOW the Asset Details section. Purpose is to improve the user experience when completing forms. In some cases we'd like the flow of the form to first have the user select/complete fields (Asset Details) and then enter some additional text (ie: special requests, notes, etc.). Alternatively we'd like the ability to create/insert multi line resource fields to accomplish
ServiceDesk Plus 10018 Released
Dear Users, SDP 10018 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-74666 : Create a PO without cost. SD-77489 : Option to hide contact support and license options to non-admins (under Help). SD-77488 : Option to hide the Jump to section for non-admin technicians if the corresponding tools are not integrated with ServiceDesk Plus (under Help). SD-68015 : Inactive sites will not be listed anymore
Accidental marking all users as VIP
Hi All, One of our Tech's marked all users as VIP. How easy is it to remove all users in a bulk action from been VIP? Regards, John
[SDF-40873] Dynamic group validating a custom field in AssetExplorer
Hello Support. We have AssetExplorer v6502 installed on Windows Server 2012 R2 with MSSQL. We have a custom field for assets called "MARCAS". We want to create dynamic groups of assets so that the assets are grouped based on the custom field "MARCAS". Is this configuration possible in the Asset Explorer console? Or is there a possibility that within the dynamic group criteria the name of the asset can be validated? That is, when the name of the asset begins with, contains or ends with. Regards. Rafael
Drag-N-Drop?
Hi, now and then we need to attach files and copy of emails from Outlook in our case and it would be nice if it would be possible to do this with drag-n-drop into ServiceDesk. Any chance this will work anytime soon?
Create/Update Contract from Ticket
Is there a script available to export request fields into a new or existing contract? We'd like to use the Contracts module for a business process but it currently is a manual process to add contract details. We'd like to use existing contract form fields and auto export the field data to a new contract or to an existing one.
Is ManageEngine violating GDPR by asking support logs containing personal data?
The current state of support logs contains first name, last name, and email address of the people within the organization using SDP system.
Forward EMail with Attachment Upon Ticket Submission
Hello I have a requirement for when a certain ticket is submitted with an attachment an email is sent to a number of recipients and include the attachment I have looked and this topic covers part of the request but not the inclusion of the attachment https://forums.manageengine.com/topic/sms-email-for-requestors-the-business Any help greatly appreciated. Rhys
[ForYourInformation -8]:New enhancement in ticket attachment feature
The limitation with ticket attachment in old versions Previewing and printing attached files in a ticket was impossible. Attachment drag & drop feature was unavailable. You cannot directly attach files in ticket description, you can attach files only by [Actions -> Add Attachments] In the newer build 10000, we have taken the above listed limitations in ServiceDesk as features. The key feature will be previewing attachments, it is a great way to save yourself time and effort. The nice thing about
Setting up BulkSMS
I'm trying to configure ServiceDesk Plus to use BulkSMS, but am receiving the message (see attached also): "We're sorry to inform you that there is a problem with your internet connection....." ServiceDesk Plus is working fine and we have no issues with the internet, any ideas?
Change Request stage: customizing /adding text to the impact tab under planning - analysis
Hi When raising a change request it has al the six stages. Un the planning tab there is an Analysis section which lists impact, Rollout plan, Backout plan, check list etc. Is it possible to rename the name IMPACT and/or add extra information as an example for impact: .
Business Rule - Change the Request status to Resolved from email body content
Hello, I need to be able to set a business rule where, when an email reply to a request comes in from a specific vendor of ours, and the body contains $$Resolved$$, that it changes the status of the requests to Resolved. I have a rule setup now where (To) is our vendors specific email address, AND Description contains $$Resolved$$. However it does not seem to work. I also tried where $$Resolved$$ was in the Subject but that didnt work either. Is Subject and Description looking at the email or
Approval on Service Request from Requester Profile
I am building a couple new forms that will require approval on them. I've read on the ServiceDesk Plus Admin guide that Technicians AND Requesters can be approvers. I have a test account that I use. I set it as a requester and then checked "Service Request Approval" on its requester profile page. However when I log into ServiceDesk with it there is no section with pending approvals. If I switch the account over to technician, then I can see the pending approvals section. What is the process for
Worklog Display
Dear Team, We have recently upgraded service desk from 9305 to 9326. Earlier when we entered a list of items in the worklog it was displayed as a list, however, after the upgrade it seems to be converting lists to paragraphs. This makes it harder to read.
Work Log First Response
Is there a way to automate the check box for "Consider worklog addition as first response" to be checked by default when the initial Work Log entry is added?
Timeout in agent communication.
Hi All, we encountered error in agent communication, we already telnet from server to client and it is success. below is the log on agent client side : [02/01/18][16:28:59][AEAgent.cpp][159][INFO][2404] ::Get Connection from : x.x.x.x [02/01/18][16:28:59][AEAgent.cpp][160][INFO][2404] ::Port for send data is 2541 [02/01/18][16:28:59][SSLSocket.cpp][170][INFO][2404] ::Error after SSL_read : 0 [02/01/18][16:28:59][AEAgent.cpp][1086][INFO][2404] ::*********start to send data to the server.. (/AgentTaskDetails?WSNAME=fad02b00.avivaid.local&AUTH_TOKEN=cc85c19df76da8553d73495975f6f9d8c6977e67&AGENTID=FAD02B00_1516881255934&TASK=NEWSCAN)
Data Truncated error during Migration to MSSQL from MYSQL
Hello we are migrating from MYSQL to MSSQL and when trying to restore the database to MSSQL we are getting the following error Restoring process started.Deleting previous .sql files if any Is Partial Restore Eligible : true Is Partial Restore : true Partial Restore Initiated. Deleting failure table... Error Tables : wordmap,wordoccurrences AuditRecord OperationAuditRecord AuditOperProperty AuditResultProperty AuditResourceProp AaaAccSession AaaAccSessionProp AaaAccHttpSession AaaAccSessionAudit RecentItems
unable to start service desk
originally i had an issue where the import from active directory was not working. I found on the support site to edit file general-securityaccess and add null to the line after restarting the service desk it no longer worked. I put the file back to original settings and same issue i then thought by upgrading to the latest version might resolve the issue but i still have the same issue please could someone help? i have tried all the support ideas i can find on here and its not working. i have tried
[SOLVED] Update Failed - Service Pack Already Installed
I had an issue installing the v10 SP1 update. IT essentially killed my installation, I have rolled back and recovered my data, I am now trying to install the udate again and I am now getting the error "Service Pack is already installed" I am currently running 10021.
Hide Groups
Dears , How i can Hide specific Groups from a certain Template? thank you
Disallow Technician to Resolve Request Opened by himself
Dears , How We can Disallow The technician to resolve request He Open it , Your Help is highly appreciated. thank You
Inconsistent Table Design in SDP
Do you guys have plans on making a consistent UI for tables in SDP? It looks like there is no standard look and feel for all tables. Here are a sample set of screenshots from different modules and their table design: REQUEST MODULE: PROBLEM MODULE: PROJECT MODULE:
ServiceDesk Plus 10511 Released
Dear Users, SDP 10511 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-65927 : ServiceDesk Plus now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.
Installing Manage Engine Service Desk in LAN
I have downloaded and installed Manage Engine service Desk plus in my computer. I want it to be accessible by all computers in domain. When I Configure an alias URL which will be exposed to the external world. it works in my Computer but It does not work in another computer within the same network. How should I go about it I want to integrate it with our intranet website. Here is the link: http://King-PC:8080
Remove Quick Actions
Hello, Any ideas on if it's possible to remove the quick actions menu, ideally for a requester - as the only option they have access to is their archived requests - but I know none of us use this menu so if the only option is to remove it entirely that's also fine. I doubt there's a tick box hidden anywhere but I assume (not knowing any CSS, webdev etc.) that this could somehow be removed? Though a tick box so it's removed in a 'correct' manner would be nice! Regards, Connor Taylor
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
[SDF - 81675] Incident Resource Questions
Hi again, I've seen this is a 'high demand' feature request from 8 years ago (SDF-36411)... It might be on the roadmap... It's unclear: (https://help.servicedeskplus.com/roadmap.html) Service Templates Map resources across templates. Configure a separate list view resource questions with Add/Edit/Delete options. In my incident templates I'm asking specific questions that are only useful for that type of issue. For example: 'Expected Commission' and 'Actual Commission' are both pieces of information
Report on time spent on worklogs across requests, problems, projects, changes
Hi, I want to create two matrix reports showing me how my team spend their time (the worklogs they create). First I would like to see the time categorized by "Category", no matter if it was a request, problem, change or project (I know projects doesn't have categories, which they should, but let's leave it blank in that case). Then I would like another report where the time is categorized by Problems, Changes, Incident requests, Service requests, and Projects. I would like the reports to only include
Next Page