Resolve incl. file attachment
Hello, when I forward a solution per mail there is a button to attach file(s). Is there a possibility to attach files when I resolve a ticket? And is there also a possibility to add additional meil-recipients (cc)? Greetings Michael
CMDB, assets & solutions problem after upgrade to 9111
Dear forum members and support team, after upgrading from 9100 to 9111 we found out, that CMDB, Assets and Solutions tabs shows nothing (tested in newest Chrome and IE11 browsers). CMDB and Assets hangs in 'Loading...' Solutions tab shows titles, but returns an error if trying to open it. Solutions itself accessible via 'Copy to resolution' button in requests, but we no longer can open it or edit: HTTP Status 500 - type Exception report message description The server encountered an internal error
Modify the default template
Hi Is it possible to modify the name and description of the default template? I also noticed that the translation is not correct and it changes if you use another browser, example: On IE and Firefox "Default Request" is translated to "Nuovo Incidente" (new incident) on Chrome is translated to "Nuova Richiesta" (new request). thanks Stefano
Differences between "CLOSE" and "RESOLVED" state
Hello, we have some technicans that alsways Change Status to RESOLVED when a ticket was done. When i read your Manual the complete done Status should be CLOSED. Could you please explain whats the correct Status for a ticket is completely resolved? Thank you.
Asset scan changes product name
Hello, I have a very very frustrating problem with the asset scanning. For example: I have a switch product PowerConnect 6248. I create a new asset under switch with Name\IP\serial number\product name. Then i scan that product and the product name changes to Dell PowerConnect 6248 instead of PowerConnect 6248. Every time i changes that name the asset scan changes it back. I don't want that. why is the asset scan doing that?
Cannot edit notes for request/incident by external programming.
HI, We are also working on it. I need some help regarding 'note' field. We need to concatenate the newer message to the existing note. But I am unable to find the particular note. Is there any Note ID for each note ? If there is Note ID, then how to retrieve it ? Please help me. Thanks.
Preventive Maintenance - Template Design & Tasks
Hi, We're starting to use the Preventive Maintenance option more and more to perform daily / weekly checks on our systems, at different sites. Do you have any plans to update this module with the following.... Edit/customise the template that is used. I'm wanting to notify someone of the preventative maintenance request. Add tasks to the request, as you can with Incident Templates Site filter on preventative maintenance, so Techs with limited site access can only view preventative maintenance jobs
Cannot add license to ServiceDesk Plus
Hello. I am trying to add a license to our ServiceDesk Plus Standard version in order to increase the number of technicians but I always get the following error: Please apply a proper license file. To upload the file I received by email, I go to Help -> Licenses Screenshot in attach. I'm trying to add the license with a technician account, not with the default Administrator account, which we deleted after importing the users from Active Directory. My license details are: Your ServiceDesk Plus -
Approval process needs this simple improvement
Approval emails sent from a request could be very useful, if it was not for this particular issue: Even after an approver has used the link to grant/deny an approval request, the link is still valid, and the approver can use the link to revisit the incident and maybe change his mind. Even when the incident is closed! I think that the approval link should be a one-time use, and approver should be forced to call helpdesk to discuss change in decisions, because actions may already have been taken following
Time Spent Report - Grouped by Request ID
Some of our tickets have dozens of worklog entries. I need to create a report that allows for grouping/summing total time per Request ID by technician. I don't really need the individual time entries from the worklog. I then need to compare that to the "Estimated Development Time" field we use. Note: I DO NOT have ME SysAdmin rights - I am just a power end-user. Also - is there an easier way for techs to enter time other than to go to Actions - Add Work Log Entry?
Change service category type
Hello Are there any chance to change existing service category type form "IT Service Category" to "Business Service Category" and vice versa? In Edit Mode for service category that values doesn't exist at all.
Can not delete a priority
I'm using SD plus 9.1 build 9107 and under 'Admin/priority' I have a list of priorities and I want to delete one of them that we no longer use. I can select it and click on delete and it says it was deleted successfully but it remains in the list continually. What can I do to permanently remove an unwanted priority? John
Variables to pass to Custom Trigger
I have created a custom Trigger that i would like to pass the $RequesterMail variable to but it's not working. I notice that when i pass the $Requester variable it needs to be in all caps ($REQUESTER) or it will not pass, so i tried using $REQUESTERMAIL but that results in the scrip receiving "User NameMAIL" instead. Is there a list of variables that can be passed to custom triggers and if they are case sensitive what case they need to be in?
set the change roles rule
hi I find the "Option to configure Change Roles in Change template" in roadmap . And I have an idea about the change roles. The Person who reviews the tasks Should not be the Person who implement(s) the tasks. Can I set the rule in change closure rules 'submit stage' ?
Automated Close affected by business days and holidays
Hi, Do you have planned on having support to Automated close affected by the Business days and Holidays? And is there any workaround for this? Thanks for you help.
blank reports
I am trying to display a report of service requests by technician for the previous month and every way I try it it the report comes up with no data
Technician Able to View the Requester's '"To" and "Cc" Fields
Hi We have approximately 200 users who submit their helpdesk requests by email only. This works fine most of the time, except when the requester includes or cc's other individual staff or a group mailing list. In some instances, individual email addresses are invalid because that person has left but the requester may not be aware. Also, when the requester includes a group mailing list, technicians are unable to close the request because they are not part of that particular mailing list. Is
ServiceDesk Plus 9110 Released
Dear Users, SDP 9110 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9110 SD-60991 : If a request is created using Request Template for which 'Requester can set' has been disabled for Numeric/Decimal fields , then alert message is prompted due to which request cannot be created. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Any Change Managers using SD+ in Yorkshire (UK)?
I have recently been recruited as a Change Manager in Halifax (UK). As I am new to SD+, I wonder if there are any established SD+ Change Managers who I could visit to see their Change Processes within SD+. Many Thanks
Save button template does not work in requeter view
While trying to set a template in the requester view and while trying to save the changes the save button does not work, I wonder if there are ways to fix it.
URL and alias causing issues in SDP
Folks, Early on in our support process we named our server MEDS01. Then, we had an alias called helpdesk. We wanted to change this to servicedesk and realized that the pass-through authentication had never worked with the alias in the first place. Now, we can get pass-thru authentication to work using the server name http://MEDS01, but we can with the alias. Unfortunately, we now have links that sometimes go out as the alias and sometimes as the servername. The alias always fails. We can
Question about Scanned Softwares
Hi, The servicedesk plus have a option in Software Topics that have all scanned softwares in computer. My question is about the software licensing. Please follow the situation: This software "7-zip 9.20 (x64 edition)" is classified as Freeware but it's reported like Under Licensed. Question: 1) All softwares must have the license registered in "Software Licenses tab"? (Excluded / Freeware / Managed / Prohibited / Shareware / UnIdentified) Example: The software 7-zip 9.20 (x64 edition) is installed
could you please explain how to manage pdf files on manage engine ?
I just want to insert a pdf link to a subfolder which is created in solution segment. The pdf file has 110 pages and in my case i want it to be opened on the browser with specific pages. For example, the related topic is only on pages 40 and 41. When i insert the link to the contest, it does not show off with pages 40 and 41. Someone who wants to get more information about topic has to download the whole pdf file instead of just looking at the pages related to topic on the browser. Do you have
Bug - editing notes with content in <tags> removes ALL content within the tags
Hi, We have Service Desk Plus v9 build 9040, and make extensive use of the Note feature for internal Technician discussion. (usually extracts from our own log files) If you create a Note with content in < > tags (which comes from our own logs), and save it - it's fine. If you then try to edit the same Note - all of the content within the < > tags disappears completely. See the attached image as an example. Please advise, as this is a reasonably significant flaw in the system.
blocking recipients
I'm wondering what others do for this issue: We've tried to train our users to send requests to our service desk via email (and only to the service desk), but what ultimately happens is that they send a request to the service desk and then cc or includ in the to: field 100 of their closest friends and half our development team. Then those friends and developers all start replying and before we know it we have 20 people working on the same issue and a ticket that is filled with volumes of email updates.
Linked Incident Request Control
Currently when you link multiple tickets all pertaining to the same root issue, you can add a resolution to the main incident and SDP gives you the option to apply that resolution to all of the linked incidents. The problem is that when you select the drop down to update the status of the ticket to "resolved" it only changes the current ticket you are viewing and does not update the status of the other linked incidents, so you still have to manually view each of the linked incidents and change their
Microsoft Per Core License
I am trying to figure out the best way to add a Software License for a vendor that is licensed per core. I want to be sure that we can distinguish between per core and server/cal licenses. Any help or tip would be great. Thanks
Not all notifications are working
I have configured the technician to get an email when the requestor sends in a reply - this notification does not work. Please advise Wil
I Can't find Service Catalog templates in the Admin view
Hi, After having created service catalog templates they have all disappeared from Admin>Service Catalog page meaning that I can't work any more on them even though the requesters can see and use them. That happened always when I associate support group to the template. I am working on release 9107 Please advice me on what to do to fix the problem or to implement a viable workaround which still allow the use of the very useful feature like "support group"? Best Regards Antonio
Email the Technician leaves no trace
Good morning, I don't know if this is an issue or just how the system is designed, but... When I am in the request detail view, if I click on Reply and then select Email the Technician, I can send an email to the technician assigned the request. However, after sending, I do not see any record of that email; it does not appear in the conversations, and there is not record of it being sent in the History. Is this normal? Diana
Manage Engine Service Deks Plus License
We have now a Plus License working for 1 year. Whats after this year, will the license auto-renew ? Thank you for short Reply.
Mail settings Service Desk Plus
Good afternoon. The reason of this is to ask for their support, because I've had problems setting up email from our institution in the service desk . When trying to save the settings gives the following error: POP: In the case of outgoing mail (SMTP ) indicates that the system is configured correctly : But when sending the notification , gives the following error: I will appreciate , if possible , your advice and support .
Purchasing using PO System - Real World Use
Here's a newbie question, folks, We're just starting to use the Purchase Order module. We request a quote (let's say this is for a server), and we get our list of the 60 components with their itemized pricing. We then have to make a PO. Do people just make a product with a "build name" and give it one cost or do people actually break down the components individually? Also, once I receive it, the system will scan this into corresponding components anyway, correct? We don't really have any
Standard incident report
Hi all, I'm looking for a standard incident report that simply shows me what has happen on the a incident through its life i.e from when it was logged to when it was closed. I want the report to include who logged the called, who the call has been assigned to etc..etc.. Thanks for you help, in advance . Richard Overton MCP.
IP Address change of workstation
Please at present the system which we are using for the SD+ is about to be migrated into our datacenter which implies that the IP address will be changed. I would like to know what this will affect within the SD+ service. Also I would like to know how to change the IP address for the service if the change of the server IP address will affect it And would like to know if a new alias is given for SD+, do I need to add the port number to the alias i.e can I leave it as mesd.x.x.ng or mesd.x.x.ng:8080,
Auto-populate request field with IP / PC name?
Is it possible to add a field to requests generated by our users that would auto-populate with the user's IP address or Computer Name? It would make life so much easier for our technicians when users forget to fill out the templates fully.
Multiple Installations on same server?
Hi there, We currently use SDP for our tech department help desk and are loving it. We would like to setup another installation of SDP for our maintenance department. They would have a fundamentally different ticket system, layout & setup, but from what I can tell, SDP would still work perfectly for them. My question is whether or not we can have to separate installations of SDP on the same server? Obviously they would be installed in separate folders and have separate licenses, but would there
2 or 3 groups Category --> SubCategory --> Item
Hi all, After I test servicedesk , I have 2 question. question 1： How can I set 2 groups category>subcategory>items, like one group for product, another one for issue ? question 2： When my mouse roll-up on columns, may it show some tips for this column ? If I can not do this, do you know any plug-in for this ? Thanks.
How to setup the email correctlly for receiving helpdesk requests throught it
How to setup the email correctlly for receiving helpdesk requests throught it? Is there any guide? If i didn´t set up a database, could it work without it?
Any way to customize the menu's
we are looking at trying to simplify the menu to items that we need and leaving everything else out. Can we do this? Thanks
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