Lookup of value based on input
Hello all Ok so here is my scenario. Technician is logging a call and selects the Service Category as SoftwareA. SoftwareA is listed as a service Category with "Owned by" set as another technician. I want to put a read only field on the incident form which will automatically update with the "Owned By" value when the Service Category changes. Fine with all the form rules to change etc, just not sure on how to perform the lookup based on the service category change ? Thanks
Stock management using ServiceDesk Plus
Hello there, we are using the ServiceDesk Plus since many years and we are mostly happy with it. Anyway, we are ordering lots of small IT related accessories like mouses, keyboards, headsets... using the PO-manager. Is there a simple way to have something like a list, in which we can count all of the same items and protocol which accessoires we already gave to employees? Many people are using Excel-sheets or pen and paper, but there must be a smarter way? Thanks in advance for your help Cheers from
Multi Monitor Reports
Good day, The reports currently in the system does not have enough flexibility: 1. Only one monitor can be reported on even though more may be present. In today's business environment many users have more than one monitor. AssetExplorer can only be effective if it can actually show how many monitors are attached to each computer and what each serial number is. Case in Point: Computers by Domain report with Monitor Serial Number selected shows only one monitor Please expand the reporting in order
Preventative Maintenance Sub Tasks
Would love to have the option to add a number of sub tasks to each preventative maintenance task, this would allow one PM to be created and then the users can complete many tasks relatedto this one PM
Not Able to Fetch Email
Hello I am using service desk plus 9.2 , i am not able to fetch email not able to send any email, the fetching was working initially ut that too stopped . Can you please help. Regards, Roopesh Shashidharan
$SurveyLink not correct after update 9233
$SurveyLink not coorect after update 9233. URL incorrect http://host:8080/sd/SurveyDetails.sd?surveyData=ID URL correct http://host:8080/SurveyDetails.sd?surveyData=ID how to modify a variable $SurveyLink remove /sd/ from URL ?
Technicians unable to see Requests without a Support Group
I've recently created two different support groups to categorize our requests. Because we did not use Support Groups in the past we have tens of thousands of requests that have an Unassigned Support Group. When I split up my Technicians into Roles that restrict them from seeing requests outside of their assigned Support Group they're no longer able to see these old requests that do not have a Support Group Assigned. How can I setup my Technician Roles to allow them to see their assigned Support Groups
Automating assigning ticket between Technician and Submitter when status changes
Is there a script that can be applied to automatically forward a request back and forth between the Submitter/Requester and the technician working the ticket based on the changing of the status? Possibly using Form and Field rules or custom triggers or both. Use Case: We have a workflow in our legacy application for document development and testing. Really, 5 stages: 1. The Document change request gets submitted by a requester/technician. 2. The request receives approval from the selected Approver
User Rest to merge users?
Hi there, I've noticed that there are a lot of posts that have to do with maintaining the list of requesters in SDP. The consensus is to not use the database to fix things as there are a lot of things that could be missed, along with some caching. I don't want to have to manually go through all of the requesters as we have nearly a thousand of them and I have better things to do than constantly maintain this list. :-) Is there a way that I can use the API's in combination with scripting to manage
One-click to log routine requests
Is there an easy way for Service Desk technicians to quickly log routine requests like password resets? It would be handy if there was a way to open a ticket and automatically close it without the technician having to fill in all the details every time. I've tried setting up an Incident Template but that still requires entering a user and assigning a technician, etc. I'm looking for a "one-click" setup.
Service Catalog > Work Flow > Service Approvals
Service Catalog > Work Flow > Service Approvals Is there a way to select a requester as a level of Service Approvers or is there a way to add a new Service Approval selection? Thanks, Josh Your Version : 9.2 Build 9232
Mail Fetching without deleting email
Hi, I'm having a look at setting up Mail Fetching on our Service Desk. We get a lot of Requests raised via email, and the ability to automatically raise them into SD Plus would be very useful. I've got the mail fetching working initially, but I'm bothered by the fact that email messages sent to the mailbox where the mail fetching is configured are deleted. Is there any way round this? Thanks, David
SLA Porcentage column
I need a report that shows the percentage of SLA compliance per technician, that is, if I have 100 tickets and 30 we have not complied with the SLA will be 70% compliance and 30% non-compliance.
API changes in new version SDP.
Hello!Сan I use the API of SDP 8.0 after upgrade to SDP 9.2? where can I find a list of API changes after the update from SDP 8.0 to SDP 9.2? Thank you!
Survey Link Broken - post Upgrade 9223
Hi, The survey link is now broken (http://servicedesk.horizons.govt.nz/sd/SurveyDetails.sd?surveyData=7d6499308bd38b65cc82419b4a4e32bba643af17). The rest of SD+ behaves as expected. The Server has also been restarted. Any suggestions on where to start looking? Chris White Application Support Horizons Regional Council
Change Module -- Reminder e-mails for approval stage
In the Change Module, can you set up a reminder e-mail if an approval did not respond to the initial e-mail for a given change stage? For instance, if the change manager is asked to approve, can after 1 or 2 days send a reminder? Thanks, Rob
Not able to create new line nor removing bold text
Dear all, I've been facing issues with changing format of text through customized scripts. One example is that I want to have one text bold and then break and let the user write in normal text. I'm able to put the text bold, but then cannot make line break nor remove the bold of the description. Please see print screen below.
running out of disk space
We are running out of disk space after each new build install. Is there any temp data that can be cleaned up. Like this folder is 13 GB and growing. C:\ManageEngine\ServiceDesk\Patch
Members of support groups do not receive an e-mail when a new request is assigned to this group.
Hi Support, have here ServiceDesk Plus v9233. In this Version, Technician members of support groups do not receive an e-mail (SDP send no Mails) when a new request is assigned to this group. Any help here ? thx Stefan PS: Based on this example https://www.manageengine.com/products/service-desk/help-desk-support-groups.html
Notification Template
Hi, We have setup a Notification which goes back to users if they send an e-mail to trigger a new ticket. The response goes back fine, but at the bottom is the following text. Anyone ever seen this before ? I've wiped out the text and re-typed it. Normal 0 false false false EN-GB X-NONE X-NONE
Please revert back the mechanism of SDP help！！
Dear team I am not sure from which build SDP‘s help documentation had forced access the help doc online （https://www.manageengine.com/products/service-desk/help/adminguide/）. But not all customers are willing to read English documents, if the online docs unable to provide i18N edition, this will be a problem. At the SDP previous build (maybe before SDP 9200?), when end user click the help doc link in SDP UIs, SDP will check whether there is a local help docs under <SDP_HOME>/help directory. If
Auto requester assignment
We have a mailbox where users will ask us questions, that doesn't automatically create a ticket. Regularly we forward that email in to SDP, but it sets the requester as the "IT Department". Is there a rule we can add that parses the email for something so we can Specify who it was from? IE. Body contains ##From: Joe Schmoe## auto assign it to "Joe Schmoe" Thanks in advance. --Scott
ServiceDesk Plus 9233 Released
Dear Users, SDP 9233 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9233: SD-63813 : Vulnerability issues fixed in agent. Note: Users are requested to upgrade to latest agent version to resolve scan issues. SD-64239 : All XSS vulnerabilities are fixed in "Purchase Request" module. SD-63222 , SD-63215 , SD-63210 , SD-63211 : XSS Vulnerability issues fixed. SD-63930 : Struts related vulnerability fixed.
create a ticket with an email
hi, i want to open a ticket with sending an email but i can not create. my e mail server setting is success. incoming and outgoing server test is working. how can you help me? Are there another settings? regards.
How to remove only tickets and keep same configuration?
Dear all, We're about to go live with SDP in an organization of +1200 end users, and after several testing tickets being created and un-managed we would like to start in production with a "clean" environment. How to do this? Kind regards, JS
Do I need Agent
Do I need to install the SDP agent if I am also using Desktop Central and have the DC agent deployed already?
[object Object] on Purchase Request to Purchase Order
Hello Colleagues! When I try to make a PO out of an approved PR I get a screen to associate PR Object types to Asset Types... I choose the appropriate fields and when I click save and create PO... "[object Object]" PopUp appears. I have tried changing categories and objects, nothing helps. I am on v9.2 Build 9233
prices to upgrade license
What are the prices to upgrade our ServiceDesk Plus license? We currently only can have 35 technicians and 2000 assets. ServiceDesk 9.2 Build 9232
Description being limited to 64k
Hi, We are currently running v9 build 9040. It does not take long before the Description field increases in size when using ServiceDesk to work with customers/requesters. Soon, the description becomes appended with: "The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html " After this point, it is no longer possible to easily read requests, current status, or search requests with attached HTML descriptions. I notice this is an open and *long*
TaskDetails.cc Page Broken?
When trying to go to the Task Details page on the administrator account, all I see is the following page: This page shows up in both Internet Explorer and Chrome. I tried logging into another account and that page appears fine. It seems to be only one account that this error occurs. Thanks, Evan
Failed Scan - > 90 days
Is it possible to run a report that will show any Workstations that have not been successfully scanned for a period of time? For example, I have the system showing me I have say 500 failed scans,is it possible to show which have not been scanned successfully for say 90 days, 30 days etc.? I'm trying to clean up my Assets.
Multi-select field
I need to add a multi-select field within my incident and service request forms. I searched these forums and found another person had asked for the same feature 2 years ago, but did not get much of a response other than "we'll add it to the feature enhancement list." If a multi-select option is not available, is there an option to place custom code within a form? For example, could I add a button that launches a popup that is hosted outside of ServiceDesk Plus, one that includes the ability to
Custom Trigger returning data with Powershell
Hi, I've got a powershell script that gathers mainly 2 types of information, and now I want to return these data to the servicedesk. The script so far looks like this: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata $requester = $obj.request.REQUESTER $description = $obj.request.description $folder = $obj.request.Mappenavn $sdphost = "path to our servicedesk" $techkey = "API key" I get the data from the obj.request-variables,
Field & Form Rules - requester email
Hello, We would like to automatically update a custom "Country" field based on the email address of the requester. For example: when the email address is ending with ".fr" then Country = "FR". Is it possible to get the email address of the requester using field & form rules? Something like var x=$CS.getValue("REQUESTEREMAIL"); Best regards, Demetrius
Has Anyone integrated ServiceDesk with PagerDuty?
I am looking at a way to integrate ServiceDesk with PagerDuty aside from opening a pagerduty incident via email from ManageEngine ServiceDesk. Has anyone attempted this. Ideally, in the incident template I would love to have a list of "teams". Our helpdesk could choose which teams to notify of the incident, log the incident in servicedesk and pagerduty could alert the on-call personnel on that team either by email to pagerduty (not my first choice) or maybe through the API. Has anyone done this
Last Updated Issue
Hi , We were running a report where we would report on Last updated time. I understand that it would show the last time when a note was added to the ticket. However now we are encouraging the technicians to add worklogs as they track the time for the techs. But now the Last updated report does not show the true picture of the last update of tickets. Is there a fix for this? Below is the current query: SELECT ti.FIRST_NAME AS "Technician", wos.LAST_TECH_UPDATE AS "Last Update Time", wo.CREATEDTIME
Problems, with reply o resend from a request existing in SDP to another system requests..
Sometimes we send from a request in SDP, to another of ticket system from other company, and this system does not process them ... (eg. Spirit), but sometimes is processed without problems.. We see that Spirit also uses the same format in the subject (##$numberOfSpirit##), and we believe, but it's still a theory ... that Spirit, if it receives our message, with our ticket number in the same format (##numberOfSDP ##) ... and this tkt exists In his system, he hangs on his tkt thinking that it is a
Select next approver in SDP Workflow
Hi, Is there any way to select next approver in service request workflow after create and sending request?
Problems with technician email responses
Hello there. I have this scenario: We have only one email address configured at ServiceDesk Plus for all our technicians. Sometimes occurs when "Technician 1" sends a reply from a customer's message ("customer 1") which belongs to Request ID "X"; this reply is sent to another customer (not "Customer 1"), in another Request ID (not request ID "X"). This is a new situation, and we haven´t had another similar case but since a week ago. This scenario has been given at least 4 times more, with different
SITEs created automatically Please HELP!!!!
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