SDP Custom Views on Request Tab.
I am trying to create a custom view that our Help Desk Coordinator can use to make life a bit easier managing request flow and SLA breaches. I have been trying to do one myself, but getting correct items on the dashboard is eluding me. I'd like a custom request view on the dashboard of all unassigned requests as well as requests that are approaching (or breached) SLA. Any ideas? Jason
Preventing Technicians from viewing tickets for a Support Group
Hello, I've created a support group and added technicians to it. I want to prevent technicians from viewing tickets assigned to this group. One issue, admittedly poor planning, is that all of our technicians are able to see tickets for all of our sites. I am ok with recommending the a change to this policy however would like a best practice perspective from the ME support group.
Decimal fields being formatted as currency in reports
Hello, We have several custom fields that are configured as Decimal. Since the update to 9112 these fields are being formatted as currency in our reports. Please advise how we can resolve this.
Hide Radio Button in front of the task
Hello Is it possible to hide the Radio Button in front of the Task in the Home Screen? It is a huge source of error. The technician wants to open the Task and clicks the Radio Button instead on the name. Then the Task will be closed immediately. I'd like to hide this nice Feature. Regards Markus
Notification to specific people when Service Catalog option is submitted
Hi there, We have a Service Catalog item under User Management which we use for people leaving the company. When the manager submits the request, we want specific people notified so that they can perform other tasks. These people are not technicians though so we cannot create tasks for them. We wondered if we could use Notification Rules to handle this but can't see how you can set up your own notification rules. Any suggestions how we would achieve this?
SMS Notifications
Where under admin is the configuration for SMS notifications for service provider ??
Software Suites with common components
Hi All, I'm after some guidance/opinions on software suites. I have several examples of software where we have different editions of the same software; Adobe Creative Suite Design Standard 6 and Master Collection 6 is a good one. I have created these as suites but i can only add common components to one suite or the other, Adobe InDesign for example. So licencing is OK on one suite but the component software shows as under licensed for those machines which have the other suite. Is this a known issue,
SLA Escalation notification emails generated for unknown tickets.
Hi, we are getting SLA escalation notification emails for the calls which is closed within the resolution time. And apart of that SLA notification ticket ID and original ticket is mismatching. For unknown reason SLA escalation emails are generating randomly with some tickets. Please help us to solve this issue. Thanks, Arun.
Import old service desk but created by says administrator
I am currently building a service desk for the company i work for, i am importing all the tickets from SharePoint to manage engine using an .xls, I have all the fields matched and importing ok except for the created by column, as i am logged in as administrator it keeps putting administrator all the way down the column instead of who is in the .xls, i have created all the technicians to match to this column but still no luck, this may have been asked before but i have searched and cannot find it
Completed and Resolved Date Variable
Hi, Is there variables to "Completed Date" and "Resolved Date" fields? I need send an email to requester when ticket status is Closed / Resolved with these information: "Resolved and Completed time" Something like this : $CompletedDate and $ResolvedDate Thanks for help SDP 9.1 MSSQL
Reports in SD
Good day, I have matrix report that shows count of workorders per place and per technician group. Everything was fine until some day. Now I look at the report and see some strange conditions in SQL query. SELECT sdo.NAME "Площадка",qd.QUEUENAME "Группа",wo.WORKORDERID "ID заявки" FROM WorkOrder wo LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition
ServiceDesk Plus requests not printing correctly
Hello! There appears to be a problem when selecting Print Preview on a request. Instead of printing the request as a document, it prints the window instead. This means that anything that needs to be scrolled down to view doesn't get printed. I've attached a copy of the document as it would print out so you can see what I mean. This is actually what gets printed, not a screen shot.
Approval Routing
Hello All, I would like to automate the sending of an approval request based on the selection of a particular field, ideally utilizing the script function under Field & Form Rules. In example: When the field "Create AD User" is set to "Yes" I would like an approval request to be automatically sent out to user@abc.com It appears I can accomplish this under Admin>Incident Template>TEMPLATENAME>Field & Form Rules> ... However...I do not know what the script would need to look like in order to accomplish
SDChangeManager – can I deny “delete” privileges?
It appears that when assigning a technician the SDChangeManager role, that the technician has “delete” capabilities for all Changes. Is it possible to remove this “delete” capability? What I want to do is to have a group of 8 approvers, who can approve any Change, so I would love to be able to populate these approvers on the creation of a Change ticket, but I don’t want anyone to be able to delete a Change. Thanks, Jamie
Email Notifications
Hello everyone, I need your help! In servicedesk plus I have a department, and this department have a chief (not specialist). So the task is when someone from department create a ticket, the email notification will send not only for specialists, but also for the chief of this department. How can i get it? Thanks
Email fetch does not delete the email
I am having an issue with email fetching. We recently switched to Office365. When the email fetch operation occurs, the email is marked as read but is not deleted, so servicedesk continues to fetch the same email over and over again unless somebody logs into the mailbox and manually deletes the email. Has anybody else had this issue? How do I fix this.
ServiceDesk Plus 9117 Released
Dear Users, SDP 9117 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9117 SD-43461, SD-57898 : When user tries to edit a support group but discards the changes without saving them and then proceeds to add new support group immediately, existing support group is overwritten. SD-46763 : In new request creation, cursor does not get placed in requester field form when user is Technician. SD-47197, SD-47414 : Business
Request Approvals feature requests
Would really like to define and track different types of approvals for requests. For example, for a specific request, I'd like to have a "approval to do the work", an "approval that the technician tested the fix" and an approval that the requestor "approved the fix" An easy way to do this is include the approval email subject in the approvals column list, and also include it in the history data. We need these kinds of approvals tracked for compliance reasons for key systems. Does anything like this
No Workstation(s)/Server(s) Inventoried alter time change
Hi. I have a problem with Assets Audits. I had to manually reset the date and time in 26th October, and since then i Have no new info about workstation. On server I have new xml from them, i can manually do a scan, but data from the scan at startup are not imported. What can I do?
Dashboard - Request Summary Off
Hello, after updating to 9114 (Postgres) I've noticed that the Request Summary widget on the Dashboard doesn't appear to be correct. This screenshot was taken Tuesday at 5:50 PM, yet shows no requests for the day. The requests being shown for Sunday actually came in Monday, and the requests shown for Monday came in today (Tuesday).
Displaying additonal requestor fields on the Incident Form
Is it possible to display additional requestor fields on Incident forms? We added a custom field for location so we know what office number a person is located in. It wouls be nice to have this on the Incident for quick reference. I would also like to display login name.
When a user send email to SDP with CC users ...
Hi there, As the subject says, then someone send an email as follow: To: servicedesk@company.com Cc: user1@company.com, user2@company.com It automatically created new incident with the E-mail Id(s) To Notify field empty. However, the users cc'ed on the email received the email notification - see pic below for our current notification settings. Also when I replying to the request, it appends the user1 and user2 email address on the CC field. Is this expected behavior? Is there a settings we can apply
Associated Entity Notifications
I would like some clarification on what these notifications are used for. We are using SDP 9003 and MS SQL. Associated Entity Notifications (Requests, Problems, Change, Project, Milestones) E-mail the associated entity owner when a task is rescheduled Customize template E-mail the associated entity owner when a task is closed Customize template E-mail the associated entity owner when all the tasks are closed Customize template E-mail the associated entity owner when a task is not completed within
Change logic for date/time setting of changes to prevent excessive warnings
When creating a change the Scheduled Start and Scheduled End time default to the current timestamp when you go into change it. Once the Start time is set to a time in the future (as would be the case with most scheduled changes), when attempting to then set the End time we're met with excessive warnings about how the end time cannot be before the Start time. This is a real annoyance. This warning should not occur until one actually attempts to SET the date/time they intend to set. It should not warn
remove SD+ sync with ZOHO Reports (Advanced Analytics)
How to completely remove synchronization between SD+ and ZOHO Analytics? Option "Remove" integration appears only on "Additional Setup" tab. However, We cannot access "Additional Setup" tab because the integration has not been successfully completed as well as the account on ZOHO Reports has been removed. We don;t have possibility to re-sync because our server has no longer access to the Internet. Is there any shell command to remove intergation?
Issue with Preventative Maintenance Tasks
We are having an issue with preventative maintenance tasks. I would like to have the tasks assigned to the same technician each time. It seems to be dumping them into the general ticket queue and the auto assigning them. Is there a way to have them assigned to the same person each time? I originally selected the technician I wanted them to go to when I setup the original task. Any assistance would be greatly appreciated.
Linking two servicedesks together.
Hi All, I have 2 different instances of servicedesk in the company. servicedesk 1 is for all departments and servicedesk 2 is for IT only. I would like to be able to create IT tickets from servicedesk 1 and they are raised in servicedesk 2. is there a way I can create a service category for IT in servicedesk 1 and when end users create this ticket with this category the ticket appears in servicedesk 2? I hope this makes sense russ
Error while invoking backup
Hello to all, on our last upgrade to 9115 we did a manual backup. After that, we are receiving this message. hope any of you can help us. thanks! Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [BaseElement] table at
Integration with Lync/Skype
I wonder if anyone has managed to implement a functioning integration towards Lync or Skype into Servicedesk Plus. For instance to start Instant Messaging sessions towards the affected user of an incident? And if so, how did you construct it?
Solutions Articles - Additional Security / Access Controls
I'd like the ability to limit specific Solutions articles to specific support groups to improve the security and confidential nature of some information we are storing in the system.
get the field values selected by the requester automatically in the "Description" box
Hi, I would like to know if it is possible to get the field values selected by the requester automatically in the "Description" box upon form submission. I have tried this with "Fields and Forms > On Form Submission" but still no luck. It would be great if you can please let me know how this can be achieved. - Regards, Pramod
Create an action Rule (Custom Triggers) in SDP
Hi @all, we are new to SDP Pro and want to start working with it. The configuration to our needs was very simple but now we want to implement an interface from and to our old helpdesk which also have REST API. I was very happy to find the Custom Triggers where I can start a script when i.e. change the status of a request. Now I have that idea: If the status of a reuest is changed to something, then execute a script/program that gets all request information as xml or jason, transform the fields to
ServiceDesk Plus 9113 Released
Dear Users, SDP 9113 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9113 SDF-61083 : Adding conditional approvers for a request, through custom triggers. SDF-61086 : Announcement integration between ServiceDesk Plus and DesktopCentral. Option to notify active announcements added / updated in ServiceDesk Plus to user through DesktopCentral agent. SDF-61106 : Enhancement in 'Admin' user interface for
SDP CI Info and windows
Afternoon all, In our organization we use the "Model" section under Windows System Properties to display our client image version. I'm just wanting to know if there is a way to add a simple code that will pick this up adding a "Workstation - Additional Fields" or "Asset - Additional Fields" and putting that respective code in the "Default Value" box. picture attached for more clarification (the picture is not from my org)
Asset info Report
Dear Support, Can you please Provide us report to show employee name and the asset which is belong to him/ her Employee Name ,Asset 1 , asset 2 , asset 3 , asset 4 ,.......
Problem Management
Hi there, We are currently working with Problem Management at the moment, can we not edit the problem fields like we do with the request fields? Currently the layout is disjointed unlike our request fields. Regards, Willus
Field & Form Rules will not Execute Script for Requester when Applies to All Users is selected
It appears the Execute Script rule does not work to set/unset a Task when a Requester (who is not a Technician) creates a new Service Request or edits an existing Request. If the user is a Technician, it works fine. See below for the actual script included on this rule. Thank you, Geordon Execute Script contents: if($CS.getValue("RES_2104_QUS_1815")==="Laptop Required")
$CS.setTasks(["templateTask67511"]);
else
$CS.unSetTasks(["templateTask67511"]);
ServiceDesk Plus 9112 Released
Dear Users, SDP 9112 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9112 SD-61107 : Failure while migrating to 9111 in some environments. SD-60790 : Error when generating reports with charts having 'numeric' type as one of its 'group by field'. SD-59888 : When a request created through email command does not match with the given requester name and email-id or the given requester email-id alone, then
Is there a way to set a time for a ticket to automatically close?
We have scenarios where the requester will forget about the ticket, and we will send them a reminder reply template urging them to update the ticket. I would like to have a way to set a 48 hour auto close rule/function that will automatically close the request after this 48 hour timer has expired, is this possible?
Field & Form Rules - Use of condition keywords?
Hello guys, Is it possible to use condition keywords like NULL, IS NOT NULL as condition keywords in field & form rules? The scenario: 3 fields --> Ordernnumber (text) - always visible in a ticket PO send (date) Inventory done (yes/no) If the Ordernumber field is empty, the PO send and the Inventory done fields should not be visible If a value (any value) gets typed into the Ordernumber field, the PO send and the Inventory done fields should become visible. I manage to hide the 2 fields at form
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