Form Designer - Additional Fields
I created several additional fields while using the Form Designer and I need to delete some. When going to Helpdesk > Service Catalog > Manage > Additional Fields, the fields that I created while in Form Designer do not show up under ANY category, including the one I made them in. This seems like a bug. Does anybody know how to delete these fields?
ServiceDesk Plus on Cluster Server
Hello All, For High availability, I think and I suppose service desk application can be installed on different servers like 3 servers and then using Load Balancer to access the server simultaneously on a single IP address. I think this can be achieved in as much as the Database is central... maybe on a cluster in the enterprise. My concern now is the attachment for the cases and assigning of case numbers. How can this be responded to? Is it done by the application or by the database? Can the path
Department Head and Approval of Service Request
Dear All We have setup a service request template for a new hire. This contains the field 'Department Head' as well. In the workflow, we've added the $DEPT_HEAD$ for approval. The problem is that when they fill in the form, on the departmen head available list, in only the requesters name. If we try to just type in the field, nothings coming up except a very few names. These names are not selected as department heads on any of the departments. Also, names which are selected as depertent heads are
change workflow
hi , How can I set the double check in the change workflow?
Show Variables Content in Notification Rule Mails from Service Catalog Additional Fields
(Post relevant to ServiceDesk Plus build 9120) Hello It would be very useful if I could include variables in the Notification Rule Mails which I created in the Additional Fields in the Service Catalog. It works fine for the Incident-Additional Fields but not for the Service Catalog Fields. Could you please add this as an important Feature Request. Regards, Markus
Custom home page for every client
Hello! Is is possible to set different home page for different client ? I have few clients/users and I want them to have different home page (different logo/description) after they logon to the portal. Is it possible in free version (on premise) ? Thanks for advice!
Multiple Schedule Reports In One Email
Hi there, I have 3 different reports that I have scheduled to run every night and be sent to the same email group. Is there any way to have these sent in the same email so there is a bit less spam? Thank You, James Leitz
Reportng/Scheme Table for ServiceDesk Plus
Is there anybody here have difficulty on generating report? Say. I am generating a time spent report but it is not easy to filter out by incident/service request type. That's why now we need to create a general incident report with all incident and service request and take a vlookup to merge all fields I need. Is there any way we can have a full scheme table structure then I may easy to create such report?
Suggestion for you ebook - 20 ServiceDesk Plus Hacks for Better IT Help Desk Management
In your guide, 20 ServiceDesk Plus Hacks for Better IT Help Desk Management, It would be good under each suggested 'hack' to denote which version of ServiceDesk it applies to. For example, in one you reference the use of the Service Catalog, which is in the Enterprise version but not in the others. Granted it's an option for Pro, it would be better if the e-book noted the differences. https://www.manageengine.com/products/service-desk/help-desk-tips-tricks.html
Change Management - Migrate To New Status
Has anyone configured Change Management - Migrate To New Status in SDP? We have not completed this task and need to complete it. In my attachment, I think I have selected the proper options except for the release stage. See attachment Thanks
Cannot generate report in ServiceDesk Plus V9.1
Dear, ServiceDesk Plus Team I'm now using Service Desk plus 8.2 and trying to upgrate to version 9. The setup probably work fine but I found some problem in my Ubuntu 15.04 X64 with progreSQL Server. When I generate any report in my testing server, the result of its show below: Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace
Technican losing domain
Hi I have experienced on two or three occasions where one technician will be working fine and suddenly on next logon, be a requester. I have tried many things to resolve this, but the only sure fire way of fixing it is to completely remove them from SD+, reimport from AD and make them a technician again. It appears (and I may be wrong) that the technician loses the domain, and no matter what we try, it won't reconnect. Any ideas? Thanks James Gander Gander Service Management IT Operations and Service
Notes default to 'Show this note to Requester'
Is there a way to make the default for Notes to default to 'show this note to requester' for all tickets?
Survey and close emails
Is there a way to incorporate the close incident email notification and the survey email into one email?
Remote Control Missing in SDP
Hi, The remote control tab is missing in asset details in our SDP. Agent and RDP both ticked in remote control tools in admin tab. Running SDP and Desktop Central. Desktop Central is correctly syncing workstations to SDP. Tried to post this yesterday but it vanished? thanks Dan
Email Reply to Ticket
is there any way to get the cursor to be in the description box and not the recipients name
Customer Facing Reports/Dashboards
I would like to provide all of my requesters a dashboard that show all open incidents at the moment. In other words, a real-time tool that requesters can use to see what issues we face at any given time. This does not seem to be possible by default. My question is, is there a way to do that with REST API? Or has anyone tried to do something similar to this? Any ideas or advice will be greatly appreciated.
How to BACKUP Settings
Hi all, I cant figure out how to backup Settings, like selfprotal, business rules, incident templates and everything else, is it backed up with default backup? or should i copy them manually? i am going to change DB from postgresql to express, any suggestions? will my backups work?
Forwarding merged requests in one email
Good morning, I am wondering if there is a way to forward all conversations in one email when the conversations were created through merging. In other words, I merge three or four requests, and then want to forward the entire thing in an email. I cannot see how to forward all of the pieces rather than just one at a time. Anyone done this? Diana
Format reply template SDP 8114
Hi, The format of the letter in the "Description" of the "reply template" is dropped constantly. When technicians use the template created, the font size, the font and line spacing changes completely. As I can solve this problem? Thanks, Mauricio Fuentes
MESD+ Integration with SCCM
Hello! I have a question about ManageEngine ServiceDesk Plus. Can I use SCCM agent instead Standard ServiceDesk Plus agent or connect direclty to SCCM database? Also, I've read about special API for integration with SCCM. Is it available in hotfix or service pack now? Thank you!
ServiceDesk Plus portal slow to load in browser
we recently ran into a problem where servicedesk now takes upto 3minutes for the portal to load within the browser. this happens from any computer ( even running locally from the server where its installed on). i reinstalled SDPlus restored the backup and the problem still occured. we were running version 7611 so after the install i upgraded it to 8.0.0 Build 8021 and the problem still occurs!! once it loads its not too bad to browse throiugh the different tabs and create jobs, its just that inital
Informed users
Hi, Request are only visible for the requesting user. Technicians can view all requests. Can you provide a user-field for those users or for user-groups (already existing in SD+) that may view the request. Thank you for considering this proposal. Best regards, Mark Flothmann ICT Healthcare Support Coordinator ___________________ U ZA - Universitair Ziekenhuis Antwerpen Directie ICT Wilrijkstraat 10 2650 Edegem W www.uza.be
Print Customizer
Is there a way to set the default option for the print customizer? See below, we want ours to default to Notes, History, Resolution, Work Log and conversations to be unchecked
Tracking hosted application licenses
How can you track user based cloud application licensing in ServiceDesk Plus? We have multiple cloud based applications and need to track license usage. Thanks
Need to trigger multiple tasks using Sub-Category / Task assign group needs to be equal to Ticket assignment group
Hi All, I am new to the forum and I have a couple of questions: 1) When a user makes a request Ex. Off-boarding employee. This request has multiple tasks Ex. AD/e-mail disabling, folder access removal, other application access removal. How can I trigger the above three tasks once the user selects Sub-Category: Employee Departure? Also, is it possible to populate text in the Description field using the same trigger (sub-category)? 2) Is it possible customize the task assignment group in order to match
How to pull a report to show workstations with specific software and associated local user accounts
I'm able to create and run a report to show workstations that have specific software. But I need additional information on that report, more specifically, local user accounts on those workstations. Can someone help, provide some details on how this can be accomplished? Thanks
The spaces are doubled every update of the ticket
Hello, I need your assistance how to solve the problem mentioned in the subject. Every single time I somehow edit the ticket, the spaces / gaps between every line doubles, therefore after 4 times of editing I have the body of the ticket long as e.g. 4 A4s, instead of a half of A4. This is pretty serious issue, since we cannot function like this. Thank you in advance for your assistance! Mako
Breakdown of Notifcation Rules?
Just wondering if there is a breakdown somewhere on each of the notification rules and what triggers each one, (Currently Running 9.1 Build 9121) some of them are confusing and to me look duplicated. e.g (Under Requester Notifications): Acknowledge requester by e-mail when a new request is received. Acknowledge E-mail Cc users by e-mail when a new request is created. To me both of the above are the same.
$RequestLink sent with http:// twice
For example- Click for details : http://http://mfm-svr-19:8080//WorkOrder.do?woMode=viewWO&woID=3085 I went through the templates and "unlinked" but they still are being sent out with the double http:// Anyone know where to fix this issue?
Site based notification required
Hi, we need site based notification rule which is not present currently in 9048 SDP 9.0. different customer configured on different site and their requirement is also different...but we are in trouble as SDP not allowing us to configure site based notification. Mohammad Golam Rabbany Proud Customer of MESDP
Change status when Support Group changes
Is there a way to change the status of a ticket to 'Open' any time the Support Group changes?
Servicedesk start page
Hello! Is there possible to change start page from Home to Requests page? Thank You.
Configure Action Drop down menu ?
Hello, I would like to know if there any possibilities to add an option in the Action drop down menu for a Request ? We would like to add the "Due By" date directly from the request page without editing the request. Actually (from default) I can edit, delete, pick up,close, merge or link from the Action Button. Can I manage these entries ? Thanks for your help. Regards.
ServiceDesk Start Page
Good Day! Is there possible to change start page of SD? Request page but not the Home page? Thank You.
Business rule - take messages from an email address and assign to a site
I have two email addresses beefing the email submission on my help desk. I have business rules which assign to a group and add a template to the request depending on which address it comes from however I cannot assign a technician until I assign a site. Is there a way in business rules to assign a site? Thanks!
User Survey Settings
Hi All, Is it possible define user survey option for specific users? (not for all)? Thanks.
Can I change the Logout URL?
Hello: When the requestor or technician logs out of SDP, I want to send them to our internal intranet site. How do I change the logout URL from taking them back the SDP login screen? Thanks, Eileen
Custom Menu option to assign a request
Is it possible to create a custom option in the Request Action menu to assign a request to a particular support group? For example "Assign to Development Team" or "Assign to Network Team"? I realise that this will only save one or two mouse clicks, but our old helpdesk tool had custom buttons to assign incidents to 2nd line support at a single click, and our service desk staff are now complaining that they no longer have this feature since we moved to SDP. Personally, I don't think it is a big deal,
Request approval bug
I'm using SDP 9118. I went to resend the approvals for one of our requests. Of the 3 people that were designated as approvers, only two of them needed to be sent the approval request email. When I check those two users and clicked the Send button, I noticed the "Sent on" date for ALL of the approvers was set to the current time. The very first approver shouldn't have had the "Sent on" time changed since I never sent an approval request to that person. I've included a screenshot. Maybe this is expected
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