Asset management auto asset state
Hi all, In MESDP I'm wondering if it's possible when a IT asset starts up its Asset state changes from "In Store" to "In Use" and if Asset is off during a asset scan Asset state gets changed to "In Store"? I only ask as we are just implementing asset management on SDP and want to make it as automated as possible.
Service Desk Plus 9.1 Build 9111 when replying to tickets automatically populate CC field with email address
Hello, We have service desk plus, is it possible to populate the CC field with a default email address, with our previous version we could do this but now we can't. Hope someone can help. Thanks!
Personal photo
Hi, We are currently evaluating SDP to migrate from our current tool. In our current tool, we have loaded all the users and technicians photos. Technicians are very used to look at the photo to identify users. I think that SDP don't suport personal photo, but may be it can be a feature for the future. Thanks
Improve Request Linking
The parent/child ticketing method is preferred by many, I'm sure. SDP makes it difficult to associate several incidents together. We want to link several incidents to a parent incident, etc. The 1:1 ratio is not ideal.
Date/time-picker with 60 selectable minutes
Is it really necessary to have each and every minute in the time picker when creating new requests? Seems it just creates a lot of scrolling. Every 5 minutes would be enough I think. I have another issue with the date/time picker as well. The time is positioned below the date, which makes it natural to select the date _before_ the time, but when a date is selected the picker closes and I have to open it up again to set a time. (And if most users don't bother about the time, why have all 60 minutes
Employee info report
Dear support, I need to create reports,Please help me out. report to show Employee information (Employee name ,Email Address, Departments,mobile no ,Phone no)
Service Desk Pro - Helpdesk Dashboard
Is there a way to get this to update periodically. Were using this information on a screen that displays this all the time and need to get it so that the information is updated periodically, can this be done and how?, if not can it ?
Email Command Custom Fields
Hi, we are using the "mail commands" and we now want to fill custom fields by the syntax: @@CUSTOMFIELDName=Casesensitive?@@ Described in your documentation this should work, but it doesn't:( Additional we need to read the CUSTOMFIELDName in a MailResond and send it to one of our suppliers... Looking forward to hear from you! Regards Philipp
Views / filters and API
Hello Support, In Servicedesk you have the option to create views so you can create a filter for yourself or a team. We make use of these views and 1 specificly too interact with the API in servicedesk too export all hours made on every ticket in too Dynamics AX. The view is based on "Time last update" and then the selection is bigger then or equal too a date. I wonder if it is possible to make this view selection too bigger then or equal too the last 2 weeks, or the last month (like you can do with
Login to Servicedesk
Hi we are currently running an evaluation of ServiceDesk, we have everything configured more or less at default. the issue we have is that when a user (users were imported from AD) browses to the portal a windows security window keeps appearing requesting domain user credentials for the local ServiceDesk machine, we can cancel this and then the main ServiceDesk login screen appears. Does anyone know how we can stop this? Thank you
Don't work "Manage Custom Views" tab
We're using 9.0 Build 9048 ServiceDesk. We have 107 technicians and one of them have a problem with own "Manage Custom Views" tab. It just doesn't work, and after clicking it, all stuff is "freezing", fields are empty and technician cannot interact with it. This problem still active only at one account. Also it's impossible to do some search tasks on this account - search results are incorrect. Other technicians' accounts are Ok. What we can do in this situation? Do you need some additional info
Request notifications not working when request is updated or closed.
I have turned on three notification rules; Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. Acknowledge requester by e-mail when the request is closed. The requester does receive a notification when the request is created. However they do not receive a notification when a request is updated or closed. How can i notify the requester when a request is updated or closed?
Problem update Service desk plus version 9.049 to 9.1.0
Hi want to update the server with the versión 9.1.0 , but i recevieved this error : 14-nov-2015 22:56:31 [SYSERR] [INFO] : java.lang.OutOfMemoryError: Java heap space 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DataBufferInt.<init>(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.Raster.createPackedRaster(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DirectColorModel.createCompatibleWritableRaster(Unknown
Software Suite - Removal
Greetings, How do we remove a Software Suite once it is no longer needed? I see how to ADD software to an existing suite, but not to remove? Thanks, Brian
Survey Enhancements
Dear Users, We are currently developing exclusion criteria for sending survey. Please take a look at the agenda and share us your thoughts. User can create Rules to avoid sending the survey to the requests that matches the Rules. Users can configure multiple rules for excluding survey.If the request matches with any one of the rule configured, survey will not be sent. Users can configure 10 rules and each rule can have 10 criteria. The Exclusion can be done based on the Priority, Level, Mode, Email-ID,
Service Desk Support Portal Down?
Hello, I can't seem to get to helpdesk.manageengine.com from either my home or work network. I have also tried from a mobile device, and cannot ping. Receiving a server timeout message. Additionally, the support request I emailed didn't generate an automatic response the way it normally would, which make it almost seem like ManageEngine's Service Desk is down?
add link for requests id in Query report
Hi all, I create a query report by SQL. I want to add link for requests id. How can i achieve it?
Prompt to save changes
Hello, Currently, if a technician is working on a request/problem/change/solution, etc and they accidentally close their browser window, they are not prompted if they want to save their changes. The browser window simply closes and all the data is lost. Is there a way that we can display a prompt screen for technicians if they attempt to close the browser window before any changes are saved on the screen? (For example, Do you want to save your changes?) Thanks, Daniel Comley
"Process" behind a request moving between Status'
Can anyone explain the technicalities behind a request moving from the 'Resolved" state to the "Closed" state due to no response from the end user. Is the Request Closure Code set on the request and then the notification is sent out? What we were hoping to achieve is to incorporate the reason for closure into the notification email. This way the user will be able to see why the request was closed without having to log back into SDP - Which they are too lazy to do in the first place - most likely
JSONP response from rest API
I'm trying to get a JSONP response from the REST API, but it is only returning JSON. I need to use JSONP because it is a cross domain request Here's is my jquery code which calls the API $.ajax( { type: 'GET', url: '***********************t', jsonp: "SCPRESPONSE", dataType: "JSONP", data: {
Survey Results - User satisfaction level
Hi, Lately we've been receiving bad scores due to our users selecting the upper rating, which means it is rated as 'bad'. They often think that that option is considered a 'good' rating. This has become a topic between our IT managers. Right now, we have "bad" at the top and "good" at the bottom. Our question is if we can change this to good at the top and bad at the bottom. I've read someone's post from a few years back but I can't find anything else. Is there a solution to this problem? Kind
Invoice Approvals
one of the biggest problems I face as the IT manager is approving non-po based invoices. Is there any plan to include the ability to add invoices for approval without the need to have a PO first? Such as phone bills etc?
How do I attach multiple assets to a single request?
I have a bunch of assets that I want to attach to a single request because that request involves all the assets in question. ie Assets A B C are all suffering from the same issue. So user submits request to the IT team explaining the problem that plagues Assets A B and C. I want to be able to attach these 3 assets to the same request so If i look at the request history on assets A B or C I will see the same request. Is there anyway to do this? The Asset field inside of the Request seems to be able
Form Customizer
We would REALLY like to see: 1. A tool for customizing the layout of the forms. 2. Also it would be great to be able to sort the picklists. 3. The ability to use existing lists/data in the picklists. (Like requesters or asset) 4. Also the ability to make any field manditory/visible/changable to the requester. 5. To be able to have conditional fields. (If the requester picks one setting in the picklist another field is populated automatically and/or becomes visible/added to the view. This would be
Auto refresh dashboard
Dears ME kindly note that , I have ME SDP 9 B 9027 i want to active Auto refresh dashboard , is possible ? if possible , how to do that thanks
Can you attach multiple assets to a request
Ok so I have a bunch of assets inside of Service Desk that I would like to attach to a single request due to history reasons. For some reason this request is in regards to more than 1 asset that we have and I need to reference this ticket in each Asset's History section due to this fact. I only see an option to attach one asset per request and i was wondering if there was a way to attach multiple assets to a request. Thanks in advance
Prevent automatic asset association with new incident
Hello, Is it possible to prevent new incidents automatically being linked to a user's asset? This is primarily for requests generated by e-mail. We handle all kinds of admin-related topics through our SDP installation, not only hardware/software issues, so it is not always relevant for an asset such as a PC workstation to be linked to every request for a user. This will give a false view of 'requests per asset' if we want to monitor for frequent device faults. Where a user has multiple assets, SDP
Application Layer Started........................................................................ But hangs there
Hi Everyone, Could you please help me in fixing the issue with the Service Desk Plus. I checked through forums and googled about this issue. Please find the error, when trying to run the run.bat C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Multiple email addresses with single Lotus Notes profile
Hi everyone, I'm working on setting up Service Desk Plus to connect to Lotus Notes. I've been able to connect and fetch emails into the system but the email address included with the ticket is generic from the Lotus Notes profile. What I want to do is have separate email addresses for different request types. For instance, service@domain.com would go to tech1 and request@domain.com would go to tech2. How can I do that in SDP when I can only attach to one mailbox?
New incident should refer to service Catalog
Greeting Dears I need your assistance in this : When the end-user click on "Requests" and choose "New Incident " he should go back to "Service Catalog " kindly help me to configure it . Best Regards
Send requester notifications to multiple email addresses
Hi, We have an instance where a requester wants all of their Service Desk Plus notifications to be sent to two email addresses automatically. When looking at the requester details, I can see that multiple email addresses can be added against them, however notifications are only sent to the primary email address. Is there a way to assign two primary email addresses against a requester so that all notifications sent to that requester are sent to two addresses? Or does the requester need to set an Outlook
SLA- Status and Timers
Hi All, We have been using ServiceDesk Plus version 9.0 Build 9015 and loving it. I have been able to work out some of the issue raised by the techs except this one so far. " Our SLA’s are being violated even though the tickets are in a pending or waiting state and this ultimately effects our stats and violating SLA agreements that you have put in place. Are you able to please advise what happens when tickets are placed in the below status ? does time stop ? · Awaiting user response- Timer
Issue: Unable to insert image in Incident Template
I'm attempting to create a new incident template that includes an image. Unfortunately when I use the Insert Image menu to select an image to insert it gets stuck "Uploading" and never lets me click the final Insert button. Is this a current known issue? (SDP 9107)
Difference in IT Asset vs Non IT-Asset
I was wondering if someone could tell me the difference between the IT assets and Non-IT Assets inside the ManageEngine Service Desk Plus? Thanks -Trevor
Unable to bulk change Group
Trying to change the group for a subset of records, I search for the records, select all and then choose Edit Request from Actions. When I click the down arrow next to Group I am not presented with any options, it will only let me select "Leave it as it is". Drop down lists for other fields seem to be functional just not the Group. what am I doing wrong? Version 9.0, build 9115 Scott.
Survey Query Report using Percentage Values
Hi, Can you provide a query to run a survey report based on the % of satisfaction for MYSQL? My version is 8.0.0 Build 8011. It would be good if it could include the date the survey was created, the requester, the request subject, the technician, and the percentage value of satisfaction. Warm regards, Abby
Upgrading a 32 Bit install of Service Desk Plus to 64 Bit
Hi Everyone, Is there a way to do an in place upgrade of a 32 Bit install of Service Desk Plus to 64 Bit? Thanks
HTML and they Rest API
I currently have a web form that creates requests in SDP using the Servlet API. Since the Servlet API is removed in SDP after version 9.0.0 I need to convert this form to use the Rest API instead of the Servlet so we can upgrade. My issue is that it seems the Rest API is stripping away HTML formatting. Has anyone else been able to use HTML with the Rest API? The Servlet API had no issue with HTML.
Translate Spanish Variable $RequestAge
Please indicate me where translation into Spanish of the variable $ RequestAge is done as a request to solve the English content appears, as evidenced below "This Request will Automatically close after 3 days." Thanks
Field & Form Rules - custom message dialog
Is it possible to run a script when a form is edited or submitted to display a custom dialog box? In our case if we give two options and option A is selected then we'd like to notify the requester to just submit the request. Option B would continue with additional form questions.
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