Difference between ITManage360 and Service Desk Plus
Dear Manage Engine Team , I would like to know what are the difference between ITManage 360 and Service Desk Plus software . Can Service Desk Plus handle create , update , delete functions of Assets , workstations , servers etc.? I have been told by my org people that service desk plus is higher version of service desk software and it can now manage assets and devices too. Please clarify me the above point. Best Regards Shweta
Adding widgets
Has anyone had any success adding widgets to Service Desk Plus? The lack of chat is a big issue in our evaluation, so we're looking at the possibility of adding something like the tawk.to widget to provide the functionality we need.
CI Name containing the PO#
Can anyone tell me why the PO# is appended to the end of the CI name once the items have been marked as received through the PO process? When we are receiving hardware, once my team marks as received, then goes to allocate in the Asset tab, we are finding that the CI Name now has the PO# appended. My team then has to go in and erase the appended portion, then add the serial number. Also, does anyone know of any other place to add the serial number to the assets instead of having to go into the asset
Technician cannot see request logged
Hi, This just happen to us 2 days ago. Our technician suddenly cannot see request that have been logged which they previously can. Our setup is as follows 1. The role for our technician is to be able to view "All in group & assigned to him[Request only]". 2. They are also restricted by their site. 3. Certain Services in the service catalog is associated to their group. Therefore, rightfully, the technician should be able to see all service request that are associated to their group and in their site
Remote Control Issue
I am not sure if this should be in the SDP or Desktop Central area. But I have the two linked, and I am unable to remote control a computer from within SDP. The option is present, remote connection works within Desktop Central, but it will not work from SDP. What can I do?
Multiple incoming email addresses causing issues.
I'm having essentially the same issue as this https://forums.manageengine.com/topic/email-address-in-cc-field . For my example see below its complicated in to type up the steps to reproduce but I'll do my best. Essentially we have multiple incoming addresses that feed into a single mailbox. So a user can send an email to support@domain.com, tech@domain.com,techsupport@domain.com, tech.support@domain.com etc. The issue is I can only add a single address under incoming mail lets say support@domain.com.
Can i automate actions from SDP to effect AD users with ADManager?
Would this scenario be possible? 1. SDP terminate request is created. 2. One of the associated tasks is to disable employees AD account Number 2 above consists of: 2.a: Disabling the users AD object 2.b: Moving that AD object to a different OU. Can number 2 be automated to pull in the name of the AD object from the terminate employee request fields, then have a script that tells ADManager to carry out 2.a and 2.b?
Report for asset location change.
I am trying to find a way to run a report that can take the history of an asset, and show location changes over the last month for all assets. Something that might show like this. "Resource Name" Changed from "WKS Location 1" to "WKS Location 2" on "Date" It would also be nice if the original asset cost could be added, but that is not quite a necessity as of now. Any help would be greatly appreciated. Thank you, Gavin Gallagher
SDP and Jira integration
Help me set up the integration of Service Desk Plus and Jira. How can I create request to Jira using request custom menu in Service Desk plus (build 9040)?
Request approval - manageengine help desk plus
Hello i would like to ask , if it possible to do approval for request process for manageengine help desk plus standard edition example: 1- employee create a request. 2- request goes to his manager for approval. 3- then goes to technician and resolve the request. thank you
Self-Service AD-Picture not updated
Hello, if me or somebody else are changing something in Selfupdate, it works. But if somebody changes the Picture, nothing happens. Even a week after the change. Has somebody got an idea? Thank You
Using Requests/Incidents in Projects
We are starting to use the project module more in SD+ and I am not sure if this is possible to do or not. Some of the members (project admins and project managers) in our project are not technicians, but we would like them to be able to see requests that are tied to the project. Currently I can only tell that they are seeing them if they are requested by themselves. We want them to be able to see all the requests, not only theirs. Is this possible?
Flag users as VIP
We are looking for a way to identify users as VIPs so that we can process their requests/incidents faster. A simple VIP flag or icon next to a users name/title along with automatically setting the priority to high would really be helpful.
Incident Templates list order
Hi, We would like to order the incident templates shown to the requester when they submit a Request (in spanish): If it is not customizable, at least we would like to be in alphabetical order. Thanks. Aritz.
Incident\Task global view
As we move into using tasks as a way to manage workload, we would like the ability to have a consolidated and configurable view of all tasks and incidents. These views should be customizable for a specific individual, group, or using any of the existing criteria that you have in the incident view management.
Problem-Feature
Hi Dears I have some technicians that are memeber in some support groups but i want to member them in the user group of another type of requests.how i can do it? they are technicians and should have to member in the user group how i can do it without using of another user for theme? please help me thanx a lot
linked requests
hi I have linked requests when the problem is solved, I go to the main request and tab resolution insert a decision on this request and put the check box "Add resolution to all linked requests" how to make at the closed of the main query is automatically closed all linked requests? thanks
A report showing hours a request was open for
Hello; Using the report wizard (not the SQL query function), I would like to be able to find out the time a closed or resolved request was opened for in hours; so closed date less opened date, in hours. Is this possible? regards Alistair
Merged tickets and Notes
I don't know if others have experienced this issue or if it's a known issue when merging tickets with notes. If tickets are merged, notes that were created with one ticket no longer appear unless you specifically search for that ticket. Example: Ticket 1234 is created and contains technician notes Ticket 5678 is merged with 1234 that also contained its' own technician notes When you search for ticket 5678 you don't see the notes from 1234 and vice versa. This causes issues when tickets are merged
ServiceDesk Plus 9034 Released
Dear Users, ServiceDesk Plus 9034 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9034: SD-51035 : Only the Technician Groups which are in the Default Settings are shown in the Add New Task page of Service Template. SD-51948 : "Email me before" for task text changed. SD-55515 :Duplicate task order after converting incident request to service request and while merging
request approver
hey guys, just a short question. Does this relate to the given job title of a requester ? What I mean is, if I had given a requester the job title "head of ..." is he automaticly the approver of that request if someone out of this department creates the request ? Or do I have to create any realtionships or something else first before it will work like that ? My goal is that if for example someone of the IT Department creates a new request the head of the department will be become the approver and
Rest API - Editing a tickets description which is created from email
Hi, We get tickets created automatically from our mail system into SD. When I try to edit the "description" field on one of those tickets and try to post the edit I get an error: Error when performing - EDIT_REQUEST - XML document structures must start and end within the same entity. All I tried was to add a space at the end of the description text and save the change. If I use the same code to save "simple" text then it works fine. Also one more thing;when are you adding the merge command to the
Organize 8x5 site support
Hello, team. We need to organize a site technical support in 8x5 mode, not 24x7 It is also required to provide the maximum 5 requests per specialist simultaneously (optional). Could u help me to understand the way to do this?
How to delete resource from service catalog template?
We're using SDP Enterprise 8210. I want to delete a resource section from a service catalog template, but when I do, I get an error that says the asset is in use. I tried clicking the delete button next to the section title. I've attached a screenshot.
Fetch TeamViewer ID SDP Agent
Team, Can we have the SDP agent scan for the TV ID? It would be really helpful. The ID assigned to the PC is static. Let me know if this could be done. BR, Ahmed Elfouly
Self Service Portal Request tab: can't see the technician in the "Assigned to" field
Hi, even though I have assigned technician to requests I can't see them in the self service portal. Login as requester, in the request list view page of the self service portal, the "Assigned to" field only shows Not-Auth for all the requests. Please help
SDP - change asset's attachment file
Hi there, SDP build 9041 At the moment, we can only attache file/document on assets up to 10MB. Is there a way to change this settings? The only settings related to attachment file size I can change is here: Admin > General > Self-Service Portal Settings And that's for attaching file in requests. Is there a way to increase the attachment file size for Assets? Thank you.
Custom query report
Is it possible to generate report with the time that the ticket assigned to a group? If possible, could you give me mysql query? Regards, Sakonrat
Multiple technicians picking up same ticket
Several times now all the members in one of my support groups get notified of a new ticket. They follow the link and hit the 'Pick Up' button. The problems is that someone else had already picked up the request and was working on it. Is there a way to disable the 'Pick Up' button once someone has already claimed it or at least a better (more immediate) notification that it's already been claimed?
Change default print preview options?
Hi there, I'm in the process of setting up a new instance of ServiceDesk Plus and the user would like the ability to print out completed tickets with minimal extra information. When choosing Action, Print Preview from the ticket they will ALWAYS uncheck everything except "Resolution". Can that be made the default or will they need to uncheck 6 boxes every time they want to print a completed ticket?
HELP please! ManageEngine Services on Server keep Stopping.
No one is currently able access our ServiceDesk Plus MSP system because the Services on the Server have stopped. I have connected to the server and tried starting the Services. They sometimes start, but before I can access the portal the services stop again. Any advice on what I can try to get our system working again? The installation is on a Virtual Machine hosted elsewhere. We are running version 8.3 8301 (I think - can't access currently to confirm).
Actions Menu - Edit option Customization
When i'm using the Requests module using the Actions menu - Edit function the selections I have do not match the customization I've made for the request template. Specifically - my team does not use the Level feature and I've removed this from the request templates however it still displays in this area. How do I remove this? Clutter is a significant issue in ServiceDesk and I'd really like to remove extraneous information. Level shows in the Actions Edit menu... Level has been removed from the
Export data from Service Desk
Hi, We are currently running v9 build 9040. Please can you advise on what our options are if we wish to perform an export of ALL of our existing requests in our ServiceDesk installation, with the intention of moving to a new/alternative Help Desk system. E.g. What file types is it possible to export to? What fields is is possible/not possible to export? I've had a look on the forums for similar posts, and also in the Admin guide - but cant find anything relevant. Thanks.
ServiceDesk Plus 9039 Released
Dear Users, ServiceDesk Plus 9039 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9039 SDF-59065 : Custom Triggers is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations. Example: Creating a JIRA Ticket, when a request is created SDF-56434 : Feature to mark dependencies among requests from request
PO# associate with assets is showing wrong
We have created contract from contract tab. After that trying to add assets on this contract. We have seen that the wrong PO# associate with assets.
Department used by which module
We have wrongly created the department and used that department also. Now we need to delete that department. during delete this department it shows "Department is being used by a module. Hence cannot delete it." . May i know at which module this department is used.
new installation
hello I have the problem with the installation. we bought the ServiceDeskPlus. On the server W2k12 R2 i have installed the ManageEngine ServiceDesk. For the DB i have configured the MSSQL, the test connection is ok, on SQLServer (SQL2012) the db servicedesk is created. but when i run the ManageEngine ServiceDesk the software remain locked in "Application Layer Started" For the test i have change the DB configuration in PostgreSQL and in thise mode the servicedesk is ok. Can you help me?
Worklog timestamps
Often our techs will need to go back and add the worklog. We see that the end time is populated by default. I'd like to be able to enter the start time and the amount of time worked, and have the completed time auto-calculated upon exiting the field. Presently we have to struggle with the following scenario: Let's say the end date is auto-populated to the present time (some time after the tech has finished their shift. (Ex. 2015-05-22 05:45). They go into the ticket and enter the started
work log displayed on individual task page
is there a way to have work logs be displayed on the same page as individual tasks? currently the work logs are all displaying on the same page as all of the tasks. we can hit the work log tab in the individual task but it would be nice to see the work log showing under the task to help indicate the status of the task and get a tech what still is required to be completed.
ServiceDesk Plus UI Revamp: Request Module
Hi, We are in the process of revamping ServiceDesk Plus and we begin with the 'Request' Module redesign. Here is the Demo . Its in HTML static with sample data and navigation links given for popups and inner sections that brings a kinda click-and-feel user experience. Comments, queries & suggestions are welcome.. What's New? List View Interface On-hover Action Menus Work on individual Requests right from Request List View. Edit, Close and Delete a Request. Add Work Logs & Resolution. Conversations
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