Service Request created by Email with all @@Information@@ in Description
With email command enabled, I am able to fill in the fields in the created request. However, the Description contains all @@information@@. These information should be filtered out. How to let Description not add the @@information@@ in? Thanks, Harry
Several issues with the "Select Approvers" Field
(Post relevant to ServiceDesk Plus build 9117) Hello I created a service request template with the field "Select Approvers", so the requester can choose the approver himself. I marked this field as mandatory, but this doesn't work. It's possible to save the request without choosing an approver. When I want to edit this request, the field isn't there anymore. In the Field & Form Rules it's not possible to choose this field either. I made some screenshots. See my attached document. Regards, Markus
Track reassigned ticket
Hi, Is it possible to create custom view that shows how many ticket has been reassigned by me to 2nd technician. It will be very helpful to track and follow up. If not please provide a query to extract below report. ID Subject Requester From Technician(1st Technician) To Technician (2nd Technician) Due By Status My database is PGSQL with 9.1 build 9112 WBR, Utsav
How can we generate a Custom Service Catalog Reports with aditional Fields?
How can we generate a Custom Service Catalog Reports with aditional Fields? Thanks
Requesters - Import from AD Not importing Employee ID
When we import users from AD, the Employee ID field does not get populated. I would think that for most companies the Employee ID is a very important part of any user profile. What field in AD does this value get pulled from? We have populated the following fields in AD but this value still does not appear in Service Desk. In AD we have populated: employeeID employeeNumber Does service desk actually import the employee ID?
Small Issue: First day of the week is different in Date/Time Filed
(Post relevant to ServiceDesk Plus build 9117) Hello I noticed there is a small issue in the pop-up Calendar of the Date/Time field. If I add a new Reminder, there is the sunday the first day of the week instead the monday. (see my attached document) Regards, Markus
can't close a ticket. (version 9.1)
Hi, Can you please help me with this issue, when i try to close a ticket appear an error message FAILURE :Request cannot be completed. Please fill the following fields -Request Type, Urgency, Impact I just have the next options in the Request Closing Rules: Mode Group Category Subcategory Item Work Log Level Technician Priority Description Resolution Associated tasks should be completed Thanks. Felipe.
Disable automatically hidden or locked conversations for all requesters to view by default?
I can't seem to find a place to turn off the automatically hidden conversations in a request. At our site we do not require the conversations in any request to be hidden from the requesters and it is an annoying chore for the technicians to have to unlock each conversation entry so the requesters can view them. Can we turn the hidden conversations off by default so that they are all unlocked?
store reports directly to a drive
Hi all, is it possible to store reports directly on a drive and not to send them via mail? Many thanks in advance Kind Regards Sascha
Show Assets associated to requester in self-service portal
Requester want to see the list of assets belong to his/her. Currently during creation the request, user can see his/her assets. Does this tools have any option to see detail about assets belong with his/her? Like “My Detail” page requester can see the details information other that assets.
Multiple technicians picking up ticket
When a tech picks up a ticket and assigns to self, another technician can unknowingly pick that ticket up without a warning or anything. It does get confusing especially in a fast paced environment with multiple technicians trying to pick it up. Apparently there is a feature that's supposed to pop up saying its already assigned but it works 1/20 times. I've worked with older ticketing systems that notify the technician immediately if it already assigned. Anybody else have this issue?
Servicedesk Plus 8.2.0 Build 8207 to latest Version
Hi, Was wondering whats the best way off going to the latest version. Currently on Version : 8.2.0 Build 8207 If someone could give us the upgrade path that would be great. Thanks Keith
Unable to send replies from a request to other domains
Hi there, We are having issues using the reply function as a request when we want to send to another domain. Currently we are setup with trusts so we can email through to other domains, we are able to email through our email applications etc etc (so i know it works), however we get a "send notification failed" when we try to do it from MESDP. We manually type in the email address e.g. john.doe@anotherdomain.com, again this works through our email client but not MESDP Regards, Willus
Missing Shutdown shortcut
Hello community, is anyone can tell me what path to use for the ServiceDesk Plus Shutdown shortcut? Just can't find it Under Windows Server 2012. SDP 9.1 build 9116 Install Path: C:\ManageEngine\ServiceDesk_Prepresse\ Thank you
Make the browser back button useful
Please make the browser back button navigate back across tab selections as well as list filter results. As it is now the history is broken because although tab selections are recorded in history, the back button does not actually switch tabs. It would be an enhancement to make list filter results work with the back button. Now, navigating back goes to the entire unfiltered list. Thanks, Tom.
Change template of the already open request
Is there a way to change the template of the already open request? I need to automatically assign tasks templates depending on the category and subcategory. (SD Ver. 8.0)
Conversation icon colors
After the 9117 update, the conversation icon is now now working correctly. Before it showed red when you were needing to respond the the requester and green when you sent am e-mail back to the requester and no color when the ticket was first opened. Now all tickets show green with no conversation, and the colors change in the opposite manner than they used to. For example, it now shows green after the requester e-mails back in the conversation. This is now not very intuitive and hard to use.
Assign requests on status change
Hi, Is it possible to automatically assign a request to a support group when a request is placed in a particular status? Our company would like it so that when a request is marked as 'Resolved' (status), it should be assigned automatically to our 'Service Desk' support group. Is there a way to do this? We are using build 9112. Thanks, Daniel Comley
Lose connectivity to ServiceDesk if you log out
Hello, We are currently having an issue with versions 9116, and 9117 in our DEV environment, which did not exist in version 9112. (the version we were at before going to 9116) On a Cisco AnyConnect VPN connection: Start with ServiceDesk webpage open (in either chrome or IE11) working fine and a ping ServiceDesk -t in command prompt with steady replies. Log out of ServiceDesk webpage, and log right back in as the same exact user (or different) with advanced domain correct and password correct, the
Requester re-submitting an approval
Dear All, Is it possible for a requester to re-submit an approval request if the the request was initial denied? For Example: New starter to the company, request is created within the department and sent to the departmental manager for approval prior to it being allocated to IT. If this is approved, the flow works well. If the manager rejects it for a reason such as 'More information is required or not fully completed', can the requester then update this request and resend to the departmental manager
Labor and training in the purchase module?
I was curious how everyone is accounting for labor and training on their purchase orders. The product types (Asset, Component, Consumable) don't feel like they total account for this.
AdventNetServiceDesk Failed when change db server to MSSQL
Hi, We are having a problem when try to change db server from pgsql to mssql. We installed a new instance of SDP with pgsql and it start fine then we try to change db to MSSQL but when we start (run.bat) SDP we got this error AdventNetServiceDesk Failed. Could you help us please. log are attached.
Hardware info report
Dear support, I need to create reports,Please help me out. Report to show Hardware information (Employee name ,department,Device type,Memory,CPU,OS,Disk space,card Network,card Screen,Serial number,type pd screen,serial number of screen)
Hide additional fields picklist value
Hi Is it possible to hide incident - additional fields picklist values? - Regards, Pramod
Has anyone used LogMeIn as their remote tool via SDP?
Hey all, I've seen some threads regarding setting up variables for using TeamViewer as the remote tool within SDP. Has anyone done anything similar with LogMeIn? If so, how did you do it? I'm assuming whatever the solution is would be Windows only? ManageEngine references LogMeIn here: http://www.manageengine.com/products/asset-explorer/help/scanning_it_assets/remotectrl-tools.html
[Assets CSV Import] Assign Date
Hi all, is there any way to add the [assign date] as a field when importing assets from a CSV file ? I mean, we have an inventory file with old assign dates of assets to employees, but in the current possibility of import the assign date will take the current server date and not the effective date assign date, which is a very disturbing thing which have to be adjusted manualy ! only if i don't know the correct way to import assets on SDP ! any idea please ? thanks to all.
Business Rule Notification
I have a business rule defined which auto-assigns requests to a certain group based on the request's category. This business rule is also set to email the technicians when the business rule is executed (box is checked, technician names are selected). However, when the business rule executes, the request is successfully auto-assigned to the group, but the listed technicians are never notified. All other emails from ServiceDesk Plus are working. We're running build 9107.
Deleted Projects
One of my users has accidentally deleted an entire project that they have worked hours on to configure. Is it possible to recover projects? I checked the system log which shows when the project was deleted but there is no way to recover it from there. I also checked the trash bin but only request can be recovered it would appear. Please, can we have the ability to restore deleted projects in a future build? Thank you, Ryan
Report - Service Request + Approval data
I need a report like this bellow: With Criteria: Approval Stage Status = Approved Request Type = Inclusão [Brazilian Portuguese word] Possibility to filter date Thanks for help SDP 9112 MSSQL
Content variables on Incident templates
Hello. I would like to know if the following scenario is possible. I created an Incident Template for Firewall requests and added a new field to the template called ip_address I checked the content variable on the Notification Rules and the new field was there, represented by $UDF_CHAR10. So, on the Incident Template, in the Subject field, I would like to show the following text: "Firewall request for IP: $UDF_CHAR10" Is this possible? I'm not being successful because the emails are arriving with
SOLVED: Report Project % completion
Hi Guys, How can I take one % of Project completion based on tasks % completion? Thanks,
Watchlist for requests
Hi there, Our technicians have requested that some sort of watch list be added in an easy to access location that populates with all the request/problems/changes that they have been assigned to at some point in time and/or added notes or resolutions too etc. This will let technicians have full visibility and allows lower tier technicians to give requester's quick updates on their tickets that have been assigned to higher tiers (we don't use Self Service Portal, on this we would like a way to fully
Ticket Description to be added in Task notification
The ability to add "Ticket Description" and include it in Task notification email, so the technician responsible for the task resolution should have an idea about the original ticket, we have tried to add " $AssociatedLink " but it won't work for all technicians specially for people who has no access to this ticket.
How to clear database ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
Customizing Quick Actions/Quick Create
As the ServiceDesk Admin, Is it possible to customize the Quick Create option? I was able to customize a quick ticketing option for a different product "HEAT" as the HEAT Admin. We would like to create a simple and quick ticketing option for such things as "password change" or simple calls that need no explanation yet we need to document the Incident/request. ServiceDesk Plus 9.1 Regards Jimmy
Unable to assign ticket to technican
HI, unable to assign one technician to another technician
Service desk import
Hi, Can anyone tell me if there is a way of importing tickets via .XLS without the Created By column being populated automatically with what ever user i am using to import?
Email commands
A few things about email commands in SDP; Would it be possible to allow email commands without the flag in the email subject? Would it be possible to log any email commands processed for a request in the request's history? Would it be possible to remove the commands from the body of the email as it goes into the request? Also; is there a full list of available email commands posted anywhere?
Some issues with New Incident when choosing template.
Our technicians often make new requests using some templates. And when they are trying to save any changes in the form - a problem appears. "Add request" button doesn't work, however all necessary fields are filled. This button looks like inactive. What we can do with this? Thank you.
Clear database for ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
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