Form Customization - When preferable to User Custom Fields vs Resources?
Dear all, When should I use Customized fields and when should I use Form resources? I understand that data types like drop down list can only be done with Resources, but in general, if the field is a text field, is it better to use it in a custom field or as resource? Kind regards, JS
Email Submitted Tickets | Default Template
Hey All, Email Submitted tickets use the Default Template and I know all tickets coming in via email are set to a Request Type of Incident. I am looking for some documentation that outlines this. Is there anything in the Admin Guide or anywhere else for that matter that explains this? I am looking for this information so I can provide it to the project team. Thanks! Jeff Day
Technicians cannot see the parent ticket of a task they've been assigned to
Dear all, In our organization, we would like to give full overview of all tickets only to the Service Desk - 1st Level support. On 2nd Level support the technicians should only be able to see/edit the tickets assigned to their group. The exception will be of course when a task is assigned to that technician. He/She will need to see all the information of the ticket, which can be assigned to other group, in order to successfully complete the task. Kind regards, JS
Inquiry : Change Associated Ticket to Incident
Hi, I wan to inquire Subject : Status of Change Ticket associated with Incident Ticket For an associated ticket of Change with incident, will the change status trigger the Incident status to be close ? If there is non, is there any automated flow of Chnage status trigger incident status to be updated with resolved ? Scenario : 1. Requester raise incident request 2. Technician Raise Change Request 3. Once Techinician Update with a. Rejected >> Incident status update with Rejected b.
Presentation Setting
Good day, Can you add formatting options with templates or services? In the attached picture you will notice that Requester Details is withing a blue ribbon. I think it can be useful to be able to add such borders or ribbons in complex templates so that required information can be grouped logically. Thanks,
Re-order Reports folders
Hi - recently a new folder has appeared at the top of our reports folders - Reports on Projects. As we don't use the projects feature, could we send that folder to the bottom of the list?
Service Request Does Create Tasks After Approvals
We are running version 9.110 with MS SQL. We created a service catalog template and have the following work flow configured. Two levels approval All approvers have to approve the Service Request Send Approval notification automatically when a Service Request is raised Do not assign technician before Service Request is approved. There is NO SLA assigned Automatically trigger tasks once Service Request got Approved. There is one task configured and assigned to a specific technician When the incident
Setup BusinessRule for ManageEngine ServerDesk
I created a rule runs automatically and installed automatically as shown in the picture. My problem is in the monitor Request Details have market Asset (s) and I am wanting to install automatically for the Asset (s). But in drop Perform these actions I don't find Asset (s) to install automatically for it. Please help me for this problem. Thanks so much
Adding Project Report on the Dashboard
Am trying to figure out how to configure the dashboard to be able to accommodate more menus instead of the three (Helpdesk, Problem&change,Assets. Is this possible?
Assets - Auto Assign Asset
Hi, We are having issues with Auto Assign Asset: - When we use Auto Assign Asset it assign the User and the Department and leaves out the Site. - Doing it manually and assigning an asset to a User it will fill out User, Department and Site. When we run report for asset by user and site it provide us with incorrect information. We have over 250 asset we can not put them back in store and assign them one by one manually. Please any help will be appreciated.
SD plus on hosted service
I have a website hosted on hostgator. I'm wondering if it's possible to install SD Plus on the same hostgator server and access it via a subdomain. Is this possible? My other option would be running it from my own web server.
BD SERVICE DESK PLUS
when I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
GUI: Free unused space below list in asset module
Hi, is it possible to use the free space below the asset type list (in asset module) more efficiently? (the height seems to be fixed!?) (in any browser!)
Slow search in Asset module
Hello to all, after upgrade our installation to 9231 we have experienced that searchs from search bar in Asset module are very slow. Could you give us any solution? Details of our installation: SDP 9231 Build W2012 64 Bits SQL 2012 Thanks in advance
Report Required for Technician
Can I have the following report please: I have a technician 'Hardware' If a request/complaint is made against suppose, workstation 'PC-2013' and assigned to 'Hardware' I want a report that shows all requests of this workstation that have been assigned to 'Hardware' ONLY. If possible I would also like the number of days between the requests. Example PC does not Boot 11/2/2016 RAM damaged 12/2/2016 30 ( days after the previous complaint) The day count is secondary. But the remaining details such
Custom field for more than one person
We'd like to be able to create a request form where someone can be listed as the requester, but we could also select multiple people that could be potentially affected due to the request. This is not a request to have more than one requester. We'd like this to be similar to the "Assets" field where we could type in names and using what SD imported from AD, it could resolve those names and put them in a list as similar as pictured. Is this possible?
preventive maintenance tasks
Hello, I wonder if it is possible to work with variables in preventive maintenance tasks This is because we have some maintanance tasks that repeat them selfs every month but the subject should change with it (for the %Month% / %Year% Now we do this manual but we wondered if its possible that the preventive maintenance tasks can use variables in the subject Thanks in advance.
Resolve - Not Close
Hello I have just finished an ITIL course. We were told that incidents should be marked as "Resolved" and then "Closed" in an agreed amount of days (via the automated closed rules). The actions tab on Service Desk Plus only includes Closed. Is there a way of choosing what is shown? I want to be able to easily select resolve on the tab, rather than needing to edit the incident and then select the option. I look forward to your response. Mark
Request Closue Code
I would like to be able to make a closure code mandatory to close a request. Is there any way to get this done? Current Version 9.2 Build 9231
place to put file to download
Is there an established place (folder under ServiceDesk) to put files that can be downloaded (eg. User Manual) from Portal Usage section? Thanks
ServiceDesk Assets software list not updating
Hello, When we uninstall software from computers, the software list for the computer does not update. If you run Scan Now on the computer it still don't update. We use the ManageEngine Agent on all workstations. This is missing up reports for software licenses. Thank you
Convert Incident to Service Request
I am having an issue when converting Incident to Service Request. If I select "overwrite" then I lose some data that I want to keep ( mode and site ), but if I do not overwrite I don't get my default items like Category, Sub-Category, Item...... I would like to see an option to overwrite only fields that are blank. Or something similar.
Rest API
how to use rest api to add worklog Does anyone has C# examples
Work flow for task assignments
I am looking for a way to automatically assign all tasks associated with a service request to a technician AFTER the request has been approved. work flow: Template has assigned tasks that "activate after approved Service request created Assigned to tech that manages the approval process After approvals service request reassigned to an engineer that will work the issue/problem. At this point all the associated tasks need to be assigned to the engineer. Before this point they should not be assigned
Ability to reply to latest message in conversation
In Requests, only the "Forward" button is shown below your own messages in the conversation thread. Quite often we will want to make an initial reply of "we're looking into it, try _____" and then follow that up with a "actually, that won't work; after more investigation, try ____" reply. It would be best if the whole thread was kept in the email for requester. In my email I would go into the Sent Items folder and do a Reply To All from there. You can choose to forward and then manually enter
Report on the most common queries in the service Catalogue
Dears, I'm not sure if possible, but would be great to have a report on what were the queries made in search bar of the service catalogue, in order to understand what our users are looking for. Sometimes we provide the service, but due to different search strings, the right service is not displayed. If we would be able to see the search patterns, the Service Catalogue would become much more user friendly. Kind regards, JS
Change search algorithm for solutions
When searching for a solution the results contain every Solution that contains ANY of the search words, so the more precise the search terms are the less accurate the results are (result set is too large). For instance if you search for 'mobile phone add mail account' the search results contain every solution that contains any of those words and are too numerous to be useful. It is more helpful to just search on 'mobile' and sift through the Solutions returned. It would be much more useful if the
Not being able to generate reports when adding to the field "Value"
Dear all, We were unable to generate reports using the criteria suggested by the application, so we tried many others possibilities and still didnt get any result. The values we tried were None, "None", Null, "Null" without success. Can you help us get around this issue? Thanks in advance. Regards.
The “New Purchase Order” & “Delete” buttons under Purchase tab page are duplicated after upgrade sdp to 9221...
hi， team Since SDP 9220, if we upgrade SDP again ( for example: upgrade sdp from 9220 to 9221), the "New Purchase Order“ & ” Delete“ buttons display duplicated. please refer to following image: if we continue do upgrade, for example: upgrade SDP from 9221 to 9222 ... 9227, the duplicated buttons are more added one times for every upgrade. (following image is captured after I upgraded to 9222, you will see the buttons are duplicated TWO times.) following image shows SDP was upgraded from 9222 to 9227,
Double Login by Requester
We are running latest version of SDP (9234) and have NTLM Passthrough enabled. Windows users auto-authenticate and passthrough, but Linux and Mac Users get the usual Pop-Up that doesn't seem to accept their username and password, drops them to the login page and then they can Authenticate with just username (without domain\user or user@domain) and get in to find their tickets as expected. However, this strange thing happened... a user logged in with say user@corp.local instead of just user... and
Can you get the User Satisfaction levels in the User Survey to go from "Good" to "Bad" from the top down instead of the bottom up?
Business Rules
Hi, I'm trying to set a business rule to define that any ticket which is created without a group goes to a central pot for assignment. I added and cascades a rule that if any request was created or changed to Group=None it gets assigned to this group, but after sending a few tests to this they just sit there with no group Not assigned. Any ideas how I can fix this ? Andrew
1 SLA definition to rule them all
Is it possible to have the SLA's cover BOTH Requests and Service Catalog or do they need to be set up separately? Ideally I want to set up the SLA under Admin | Organizational Details | Service Level Agreements and have those rules apply to BOTH Incidents and Service Requests. Possible or do I need to duplicate them for Service Catalog? Thanks
Custom settings per support group?
We currently have 16 support groups setup within ServiceDesk & are wanting to customise... Dashboards Surveys Notification Rules SLAs ...just to name a few! (per group) We have several non technical teams using the platform which currently find the current global settings limiting.
User attribute on AD can not be imported when it is null.
hi, Can anybody teach me how to import user attribute completely? For example, when I change one user's "Title" attribute from "manager" to "null"(blank) , it can't get reflected in ServiceDesk User information, but when I change it to "director", it can get reflected correctly. Please let me know how to import full user attribute into ServiceDesk. I would appreciate your support. THank you Best regards, Yoshihiro Mochizuki
ServiceDesk Plus / SSO with Dual Domains
Hello! We are running the latest SD+ Build 9235 and would like to use SSO. We have followed the troubleshooting steps but have been unable to successfully complete an automated SSO. I suspect the problem stems from our dual domain configuration. We have a primary domain (CORP) that all users log into natively, but still have the legacy (LEGACY) domain active within the environment. Is there a way to configure SD+ to pass through SSO using the CORP domain by default for all requests?
Survey configuration
Hello to all, is it possible enable survey only for "Resolved" requests? Thanks in advance
New Approver Options for Service Catalog
I'm using build 2334 with a SQL Server and just noticed all the new options for Approval. My question, how or where do we set those titles? For example $Dept_Approver$, is that set at the requester or are we required to have a field in AD that maps to that or something? Thanks David
Custom trigger script to automatically resolve ticket based on criteria?
Has anyone figured out how to do this in PowerShell or another scripting language? Essentially, I am trying to set up tickets sent from X account (an account used to send backup reports) with the word "completed" in the subject to automatically set the status to resolve so only the failed tickets remain opened. It's become a SOx requirement to track backups (failed and completed) in our ticketing system---since we perform daily backups and most are completed successfully, I would just like to immediately
Approval status as option in custom trigger and business rulls
It will be nice to use an option approval status for request in custom trigger. Case: When request approved run trigger that do something (give rights to access server as e.g.)
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