Change Zoho E-mail ID
How do you update the Zoho E-mail ID in ServiceDesk once its been configured? We initially setup under one account but would like to change it to a different shared account but its locked in.
Mobile app for requesters
i also have a support ticket in that is describing an issue with the add request icon disappearing/reappearing, not working when pressed for both iphone and adroid for multiple users, however..... even if this was not the case and the UI was not bugged at the moment, the only fields i saw that were available for a new request via mobile app, was title, site, description. I cannot think of a scenario where we would ever allow all of our requesters to use this app, because of the amount of direct
Extend Custom Views to Problem, Change, Projects
We are expanding the use of ServiceDesk to include multiple development groups as well as infrastructure. It would be a nice feature if on the Change, Project, and Problem tabs that the custom views functionality that is present on Request were present. In this way we can easily filter large number of changes, etc by support group or other field based criteria.
PO send email to supplier
Guys, If i send an email to a supplier from a PO, then there is no trace of that email anywhere, unless i put myself in cc... It should be seen in the PO history overview that e-mail was send. With regards, Sven
SLA is not applying
Hi guys I created a SLA Rule for a specific combination of Category/Subcategory/Element, but I think is not working because when a user creates an Incident for that specific Category/Subcategory/Element the Expiration Date that is Taken is the one set by the Priority. I mean: I have this: Priority 3 --> The ticket can be resolved in 3 Days. But SLA for one specific Category/Subcategory/Element says that the ticket MUST be resolved in 8 hours. So if a User creates an incident with Priority3
Dashboard
We are running SP 9.0 Build 9043. I'd like to customize the Dashboard, but it seems that the feature is either disabled or not averrable? I've created a custom report that I want to use instead of one of the standard reports/widgets that's on the default Dashboard. Thanks in advance...
If the users can't change the description in a service catalog request, the user cant use it
1. If I add a service in Service Catalog, it's not possible to uncheck the option "Requester can View" for the Description field. It's grayed out. Is it there anything I can do, to uncheck it ? 2. If I uncheck "Requester can Set", the requester will not see it, when he opens the Service request. However, he can not add the request. When the user has filled in all information, and tries to click "Add reuqest" nothing happens. No error message or anything.
Failure to connect email to manage engine
I am getting an error of FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox when connecting to exchange 2013. Kindly help.
ae_scan XML import
I would like to import an XML created by ae_scan.vbs into the servicedesk manually but cannot find a place to do that. All old forum posts refer to a 'Standalone Audit' section of the servicedesk which does not appear to exist anymore. Can somebody please point me in the right directory?
Displaying "Reporting To" in the request
Hi, Is there a way to display the "Reporting to" field inside the request by a user? The only way I have found to do it is to create a "User - Additional field" and then map that to the "manager" attribute in Active Directory. But when the data is pulled from AD it isn't parsed properly. Is there some other way to get the "Reporting to" field to display in requests? Thank you, Cheers
scheduled Backup won't start
Although the system event log shows the backup started, Scheduled backup is not running and uncompleted file stored in the backup path. Anyone has a clue ?
$technician in reply template
Hi All, Can you tell me if it is possible to use a variable like $technician a reply template? As we have more than one technician, it would be nice if the name of the technicina who handled the call could appear under the text, without typing it everytime. cheers, Hans
Masking internal feedback from requestors(Clients)
Is there any way to mask internal feedback from Requestors(Clients) on a ticket - we don't want clients to be mailed whenever there is an update on a ticket from inside our organisation - so basically the Requester(Client) will only get an acknowledgment of his/her request and an e-mail upon Resolution of their ticket. SD Plus Version 9.0 Build 9045. Regards, Randall
Send notification to Alternate E-mail ID
Hi guys, I can't send notifications to Requester/technician Alternate E-mail ID. Is it possible? Thanks
Mobile Push notifications not working
Hey there, We have an internal instance of SD+ v9.1 (latest build 9100). I'd like to get Mobile Push notifications working and have configured notification and proxy settings as per the attached screenshots. Push notifications still not working - hopefully someone can help me out. :) Thank you! William
Mobile Notifications using latest build 9100
Hey there, I'd like to get mobile notifications working from our Servicedesk+ v9.1 build 9100 instance. Attached are the settings for Mobile Notifications and the proxy settings. Hopefully someone can point me in the right direction. Thank you!
Asset report that includes costs
Possible to get an asset report that lists all assets or a specific type of asset and summarize all costs associated with asset.
Export Requests
We have a customer leaving our Managed Service and starting up their own internal Service Desk not using Manage Engine. They want a list of the open requests that we have so they can take ownership of these. Is there a simple way to export all requests assigned to that customer i.e. build a view for this data and hit export? Thanks,
Can Requester ID be added to all tickets?
Can Requester ID be added to all tickets? The Requester Details section is populated with data that is pulled up from AD, hence, could the Requester ID (Login ID) also be displayed on all tickets for the assigned Engineer to view?
Assets Management
Hi, How do i add details of UPS to servicedesk Assets, as a component or Non- IT
Remove attachment from Request
Hi, Is there a way to remove an attachment from a submitted request? Thank you, Cheers
Workstation scan - General failure while performing the operation
Hello Error at scan: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. ae_scan.vbs and scan_setup.vbs installeds. Tanks.
SLA Definition
Hi We have started using Service Desk Plus within our organisation, how do others define SLA do they use Impact and Priority or just Impact? My thinking was to have the below Critical SLA Stops Business Critical Operation High SLA Affects All Users on 1 Application Medium SLA Affects Myself with No Workaround Low SLA Affects Myself with a Workaround No Impact, A change or move Added to this VIP Users Anything down to Medium for them is High SLA and certain depts. to have Higher SLA
ServiceDesk Plus 9048 Released
Dear Users, SDP 9048 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9048 SD-58908 : Migration failure if any of the workstation/server default report is deleted. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Active Directory Scheduled Import
Hi, manual Active Directory imports allow for specific groups to be selected. Does the Scheduled Import use this selection or does it bring in everything - there is no wizard when option is selected. thanks Mike
Service Catalog order of display
HI i am urgently looking to try and sort my Service catalog in order of importance rather than a-z as it is placing less important/used forms at the top rather than lower down. Will a fix or future version allow editable control to sort your catalog? Using SDP version 9.0
How do you manage your SaaS licenses?
Folks, I'm wondering the best process for buying and managing support agreements and warrantees. I'd like to purchase with a PO but track as a contract. What's the best way to do this? Also, how do you handle Saas licenses? Did you create a new product type or do you track through software and licensing? How does that correspond with the PO module (same question, I suppose). Thanks, Adam
Attached file button and add notes button doesn´t work
Hi, I´m having a strange problem, the attached file button and the add notes button suddenly they stopped working. There´s a way to solve this problem? Best Regards
Option to Hide SLA timer from Self Service
As we look to mature as an organization I'd like to use SLAs for Requests; however, while we internally adopt to working within those time constraints I'd prefer not to advertise the SLA clock on the self-service portal until we are running smoothly. Is there a mechanism to "hide" the SLA clock to requestors so we don't advertise or SLAs until they are completely refined?
Service Catalogue services not getting displayed to users
A quickie, cuz i don't have much time: I upgraded to 9.1. Add a new Service Category (IT or Business) Create a new service (keep it basic, for this test) within the new service category See if your users see the new service in the self service portal Everything seems ok for services created pre-9.1 With regards, sven
Create new request with E-mail command parsing enabled - assign subject?
I have E-mail Command enabled and it is working as far as creating new requests by parsing emails. Question I have is can I somehow get it to parse for and enter a meaningfull subject into the new request? So far all the new requests have the subject of "Not Provided". Are the items below the only options for parsing emails? @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects
How can I find the old PC-s in the assets?
Does the SD store the last successful scan date? Can is list the assets order by this date?
Import AD user
we cant save option scheduled AD import feature. we have enabled SSO
Report Query - Compare Software Versions to Active System
Hello, Does anyone know how to, as this is more complex then the standard reports can give me, active systems (Last scanned via agent in the last 15 days), which are running the last version of agent (1.0.19) and list the installed Office product line (2007, 2010, 2013, or 365)? Cheers & thanks!! Tomas
Work Log report
Hi, I need to generate report for work log for each types (requests, incident, task, problem, change), to know where the time of technicians consumed. i need it include the following: - Technician Name - Date from to - work log text - work log start to end - work log total time spent (hours, minuses) - Workorder ID - Workorder ID status best Regards,
Custom Report to Include Workstation Description
Could anyone help me with creating a report that will include the Workstation description in the results? The custom reports don't seem to give that column as an option, and I'm not familiar enough with the custom querying to write it myself. Basically, I would only need to display the following for the Workstation assets: CI Name, Model, and Description. I added a specific description to about 10 assets, and now I realize that you can't display that field in the columns. Oops. Thanks in advance
Contract, Assets and Users
Hi, We have a monthly contract/subscription for Office 365, with a number of users on differing plans with a cost per user per plan. I want to be able to associate a number of users and/or departments to this contract in order to be able to apportion the monthly costs to departments/users. How do I do this? I've thought about: Creating a parent contract for the full O365 Creating child contracts for each of the plans and apportion the full monthly cost based on the number of users of that child plan.
Resource of type check-box - max. nr. of options
Hello, How many different options can we add to a single resource check-box? Is there any limitation? Best regards, Demetrius
Lots of blank spaces when copying and pasting from email (SDP 9007)
When I copy and paste (html) content from an email, SDP creates a lot of extra spaces. Browser (Google Chrome) E.g:
SDP 9.1 upgrade
Will this upgrade overwrite any html/js files we've placed in the ManageEngine\ServiceDesk\custom folder?
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