Creating a view for other technicians
I am managing the Service Desk and need to setup a view for each technician. I want to quickly look at each techs open requests with just a click. thanks, -Sean
Customize "My Summary" for Technicians
Since technicians can also be requestors, the My Summary window on the technician home page should be customizable to add entries like My Pending Requests and other entries like the requestor home page has. For features not being used, there should also be the ability to remove those from the My Summary windows as well.
Date Custom Field
Hi, Is there a way of tracking the date when the request was set 'On Hold'? I was thinking of adding a date custom field, but I'm not sure if there is an option to set the date automatically when the request changes status. Kind Regards, David
Suggestion popup covering screen
I'm always logged in as an admin, so I don't know if this is a new feature or not, but it was reported to me today that a "solution suggestion popup" started appearing for regular Requester users. I've verified that this is showing up in the wrong place, if it's supposed to be there at all. When a user starts typing in the subject line, after every spacebar hit it will apparently search in the Solutions for matching strings and present them in a popup with unfortunate size and placement: The popup
Add external email to existing reuest history
On many occasions I need to include emails in a request to document the work being performed. Right now I Copy / Paste the email from the Outlook client into a Note entry. Is there anyway to add external directly into the ticket? we use Microsoft Exchange email server. Sal
AD Manager Suggestion
I think it would be a great idea to have visual diagrams for each feature so new users of the product could see all the components that need to be reviewed for a function to work. This would include what is field data (They usually just fill in once), configuration (What they fill in to setup the service) etc. I started by creating one myself in the early days of use, It's likely wrong but feel this would be a great help for relationships of each function. My plan is to develop one matrix for ourselves
Request created by Technician with status 'On Hold'
When a technician creates a ticket on behalf of a customer with the status of 'On Hold', the ticket does not get created. Note that the 'On Hold' status is set to stop the timer.
After the latest upgrade I now have 3 phone number fields only need one.
After the latest upgrade I now have 3 phone number fields only need one. Version 9.2 Build 9224 I then went into Helpdesk > Incident - Additional Fields and deleted the 2 extras ones. Now I have none. I tried to recreate it but nothing happens. Called support but got answering machine.
Label Approval Stages
We do some development work that processes through ServiceDesk and I have been asked to label the approval stages so we specifically know what the approval was for: -- ie UAT, QA, etc
What are the Criteria used for updating the Request "Last Update Time"
What criteria is used to determine when the "Last Update Time" is updated. When working in a Request and performing updates to the Tasks or Work Log the "Last Update Time" is not affected by the addition of information. When a technician is working on multiple requests and is updating a Task or WorkLog, it is helpful to know what they are working on by seeing a current time stamp associated with the request on the main view...not having to drill into the history of each technician's request. So...what
Powershell: How to attach a file
I have a problem. I want to use the API to attach a file to an request. The problem is that I can only find examples how this is done with C# or Java. But I specifily need to do it with powershell. Is this even possible? I want to to be done when the request is created. But a second API request that attach a file to an existing request is fine too.
Exporting All Account details from SDP MSP
Hi Team, Do we have any SQL Query from which we can export All the Account's and it's details such as Operational Hours, SLA, Holidays for each of the site. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Thank you, Rohit Pol
Update On Hold Status and OnHoldComments for existing Incident.
Hi, I would like to update Status "On Hold" with "OnHoldComments" for existing Incident using manage engine service desk REST API. Regards, Govind.
Category and Group
We just updated ServiceDesk Plus to version 9.2 build 9225. Since we did the upgrade all of our templates have shown two Category and two Group fields. Before the upgrade there was only one of each. The default templates all have only one category and one group fields but it still goes back to the two when a ticket is trying to be created.
Archived request
Hi, Where the archived requests are placed? In which table in database and in which folder? Best regards
Preventive Maintenance & Business Rules
Hi, We have a Preventive Maintenance task that runs Mon-Fri. When we have bank holidays the ticket is not breached for the SLA, but still sits there for us to action. Is there any way to create a rule that says , if a request meeting a certain criteria on a certain day , then it is closed ? I've looked the Business Rules : Category is <Category x> Set to <Closed> is fine, but can a data be referenced, even if it means scripting or having a field autofill (Bank holiday Y/N) to reference ? We have
HTML5 instead of Adobe Flash
I'm curious if Manage Engine would give some thought to moving away from the use of Adobe's Flash platform and consider using HTML5 instead. Flash seems to have more security incidents by the day and I continue to look for ways to minimize my company's exposure to it. Not to mention we would like to be able to view SDP on hardware that will never, ever support Flash.
Table Alias
Good day, What table contains the table aliases? Regards,
How to add new project in Manage Engine Service Deskplus ?
How to add new project in Manage Engine Service Deskplus ?
How can you POST a user ID/password to Service Desk+ login page
Currently we have a CMS based website that our users log into with a user name and password stored in the cms DB not in AD/LDAP. I can get my Db admin to export the users and password and do a import into SD+ but i wanted to know if anyone knew or tried to post login info to the logon page to make like a "pass through authentication"... If you look at the login page code you will see <input name="j_username" type="text" class="formStyle" id="username"> <input name="j_password" type="password"
Report AM/PM Incorrect
Reports that are generated have the incorrect AM/PM ... the date is correct however the AM/PM is reversed. For example if a complaint is generated at 11.20 A.M the time in the report is shown as 11.20 PM and vice versa ... The time however is correct in the request details view.. What could be the problem ?
Report Query Required
Can I please have the query for the following report : Details of all complaints that have been Referred to a specific team by a technician. For Example; A technician who has been assigned a complaint , assigns it further to a team (Refer to Printer Team (that is also fed in the system as a technician) ) . I would like a report that shows details of such a complaint. The following field are required: Name of technician initially assigned to Name of team referred to Creation Date Referred Date
Email Commands - Generating Email Reply to Customer
Hi, We're rolling out ServiceDesk Plus later this year and one of Remote Technicians prefers to use email instead of the Web Interface. I've tested these Commands today and am much more comfortable with the process; what can be done and how to do it. What I didn't see or know if possible, is if there's a way to email a customer though ServiceDesk via an Email Command. Obviously they could email customer directly then parse Request via Email Commands. Curious if there's a command for "Reply/Send"
Mail Attribute Label of LDAP settings while importing users from AD on Linux
Hello! I'm trying to import users from Active Directory (2012 R2) to Service Desk (9.2 Build 9213) on Linux (Debian 8) using LDAP. That works great with default settings. However, I need to import users' e-mails from field called "wWWHomePage" instead of the default one. So, I change Mail Attribute Label of LDAP settings to wWWHomePage but that does not do the trick, e-mails are still imported from the default field. Could you kindly help to resolve the issue?
Survey Results Purge?
Is there any way to purge survey results to start over? Also in a survey where it says "Any other comments or suggestions" at the bottom, is there a way to change the wording of this?
Cache monitor out of date
On the Community tab in ServiceDesk Plus (9.2 Build 9211), when I click Cache Monitor, all the entries listed are really out of date - 2013 is the latest year showing! How can I fix this? Pete
ServiceDesk-plus
Dear support, I'm new to service desk and I need your clarification on my new installation. I just installed servicedesk application free and standard edition on Linux server and I observed that I could not open the some modules like add Technician, Requester, LDAP e.tc. It gives error with message Sorry an error has occured Unknown error occured while processing your request. Kindly help Regards Olawale.
Response time escalation notification mail not working properly all the time
Hi team I am able to receive notification mails related to " Response time escalation " some time only . not for all the tickets . Please find the log file. waiting for your quick support. Regards, Swadi 8884664876
ServiceDesk Plus don't start like a service. The service is EXITED
ServiceDesk Plus don't start like a service. The service is EXITED I do all the installlation, but when I load the service with chkconfig application, the service is loaded, activated but Exited. When I run manually ServiceDesk Plus, work well. But I need run like a service. My SO is CENTOS 7. Q: How I can get running in my service? Regards
Assets Management
Dear All, How can I treat the retired server 2003 in the assets? First, I removed all the licensed software. Should I delete the machine from asset list or just change the status to retired? And what you all basically do in this kind of state? Thanks everyone.
Technic cannot see a request
Hello, I have a question about assigning user requests in Helpdesk. We have a small system with 3 technical engineers and we tried to split their work. Now when user write any request for help, all technics are unable to see it. We can assign this request to technic, but when he want to see the request is not able. He receives the message: »Request does not fall under your permitted scope. So you are not authorized to update the same« Can anyone help me what I miss? Which field did this prevention?
Pass-though auth. not working.....
I seem to not get the pass-though auth working for AD.... Can I have a good documentation on how to do it?
Service Desk, Desktop Central Integration
I have integrated my Service desk and Desktop Central and now I'm not sure what to do next. They both have indicated that they are communicating with each other. I want to ensure that desktop central is scanning the systems and updating the assets in Service desk. How will I be able to ensure that this is happening. I have selected this option in service desk? Can i initiate a manual scan from within the service desk?? If a new asset is added to desktop central will it be automatically added to
Couple Questions on Pass-Through and Form Field Rules
Hi Currently in the process setting up SDP on eval and having some issues setting up Pass-Through and getting 'Field & Form Rules' to work. Using Professional version Pass-Through: Have gone through and filled out the details and then got the download cs script Have run the script on a DC in CMD and getting the below error Error: 80072030 Have google it and from what I have found it cannot find the OU computers that it wants to create the account to even though AD does have it on there. Have tried
Custom trigger on new conversation
Hi, I'm trying to set up Service Desk Plus build 2211 for my Helpdesk future use, so far it went smoothly for the most part. We have to work with many external support teams, each with their own ticket system. So far we sent tickets by mail form our requests and awaited response with ticket ID to save it to our request so it could be used for further communication. I created External_ID custom field and have good idea on how to handle responses with powershell script. Problem is that I don't see
No Delete icon in Requester Additional Fields
Hi, we run SDP 9211. I try to delete additional fields in "Requester Additional Fields" and in "Technician Additional Fields", but the only icon in the form is the icon for editing. I have tried in both IE11 and Chrome. Someone who knows whats wrong?
Problem letter "ñ"
Hello guys, I have a problem with the login SDP, for example my user is jmunozt and when I write jmuñozt the system validates and should indicates wrong user. what are the problem?
Backups
Hello, Just wondering - my scheduled daily backups. What does it backup?
Ability to edit Requester on Mobile App
We need the ability to edit the Requester from within the Mobile App? Would anyone else find this useful? See attachment for mobile image capture of fields available for edit. However, one key item to edit is missing...the Requester. When forwarding (as an example) an email to our helpdesk in order to create a request, the request retains technician as the Requester. There is no opportunity to edit this field on the mobile app to make the Requester = the actual person with the issue. We must access
Incident Template
We have an incident template that gets triggered (via Business Rules) when a member of our HR department sends an email on new hire's and terminations and the user who sends the email is the only one that would be notified when a service ticket has been created. Now they would like to have the same notification sent to various individuals in upper management when a ticket is created. I would like to know if it's possible to send email notifications from this particular template. Any help would be
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