Ticket from S/MIME
Hi guys, we are close to deciding to purchase Manage Engine Service Desk Plus Enterprise. It is maybe old news or stupid question, but I'd like to know if it is possible for Service Desk to accept an S/MIME email for creating a ticket. Our current system does not support it, created empty ticket. Many thanks
insert teamviewer button on self-service portal
hi, my installation is 11.1 build 11121 on windows 2016. I would like to add a widget with the teamviewer button. I have already created the button via the teamviewer site but I cannot insert it. if I try to add an html widget the code is displayed and not the button. this is the code: <! - TeamViewer Logo (generated at https://www.teamviewer.com) -> <div style = "position: relative; width: 120px; height: 60px;"> <a href="https://www.teamviewer.com/link/?url=505374&id=1595500380610" style="text-decoration:none;">
[SDF-60726,SDF-63104,SDF-54895,SDF-47650,SDF-47420] Improve the calendar
Hello I suggest that you develop a stronger calendar to support more types of calendars and define additional fields based on that. Currently, additional fields only support the Gregorian calendar. Microsoft supports multiple calendars such as the following: System.Globalization.GregorianCalendar System.Globalization.EastAsianLunisolarCalendar System.Globalization.JapaneseCalendar System.Globalization.JulianCalendar System.Globalization.PersianCalendar System.Globalization.HijriCalendar System.Globalization.HebrewCalendar
[ SDF-40818 ] Feature Request: Search Function within Request Details
We would like to be able to search in sub-categories and it would then fill in the category where the subcategory is kept when selected. Currently it will only provide results if you first select the category. As our footprint increases we want the reduce the effort on technicians to find the correct ticket information on a consistent basis.
[SDF-88992, SDF-62870] [What's Cooking] Upcoming new features and enhancements
Hello users, We are glad to inform you that some exciting and most awaited features listed below are lined up for the release with the upcoming service packs. You can try these features on our Beta site and share your valuable feedback. 1) Cancel Request (Request Details Page > Action > Cancel Request) 2) User Theme personalization (My Profile > Theme Personalization) 3) Portal Theme personalization (Admin > Theme) 4) Force Password Reset for new user (ESM Directory > General settings > Security
Custom Report: Last Month This Year vs. Last Month Last Year Comparison
Hi, I need a report which would give the statistics of tickets comprising of "Last Month This Year vs. Last Month Last Year Comparison" ie., like December-2013 .VS. December-2012. The reported should be ordered Group-Wise and then Technician-Wise. The columns that need to be displayed should be: How to get this?
Technician approval settings
dears, In order to prevent technicians from stopping the request timer by sending approval, I need to change the access of technicians as follows: 1- technicians can edit the requests (resolving the request, merge and etc) 2- technicians can view the approval tab, but can't modify it (submit for approval). would you please advise?
[Term of the Day]: Cloudbursting
Term of the Day “Cloudbursting” Definition — What is Cloudbursting and how could it be beneficial to businesses? Cloud bursting is all about the dynamic deployment of applications that normally run on a private cloud or data center and bursts into a public cloud to augment when the demand for computing capacity spikes. The internal computing resource is the “Private Cloud” and the external cloud is typically a “public cloud” for which the organization gets charged on a pay-per-use basis. If an
[ForYourInformation -41] Request Module Custom Reports Enhancements
With build 11120, we enhanced and added new custom reports for the request module to reduce the custom queries dependency. A lot of request fields, date filters and advanced filters criteria have been added to the existing custom reports. New columns that have been added to the custom reports and as criteria for advanced filtering are listed below, SLA response time SLA resolution time Service Request Project Id Project Title Change ID initiated due to this Request Change Title initiated due to this
Search request content by requester
Hi, I technician view, we can search in content of request and note and others, but in requester view, he can't search in content of his request. Do you have an alternative way for the requester to search in the content of the request?
Users and multiple Assets
Hi When a user who has multiple assets assigned to him or her, (my scenario all the users have desk phone and monitors assigned to them because these are IT assets) creates a request the asset field not necessarily showing their PC or Laptop. For some it is just showing the desk phone. We need to edit the assets to see their PC name to support remotely. My suggestion is if possible to have an option to mark the PC or laptop as Primary and other assets secondary and map the primary to show in the
Hide Empty Template Fields on Submission
We have several workflows for incident or service templates that walk users through different questions using Form rules. Once the form is submitted we'd like the ability to hide any unused request fields from the Technician view. This was recently release for Resource fields which improved the look and feel for Technicians. see below (the - indicates the filed was skipped in the workflow).
New Service Category
Hello, We are using ServiceDesk Plus Free version. When the Administrator adds a New Service, that New Service appears on IT Service List, but can't be seen by the user who wants to report a problem. Users can see (predefined) default categories only. How can we make a new service category visible to any user? Thank You
Request Layout: Checklist
Is this intended that when trying to organize request tabs, checklist is shown twice? Initially I had Checklist sorted as the second tab, after upgrading to v11121 a new checklists tab is shown and Checklist was moved to the end of the tabs. Once I moved this new 'checklists' tab back to second place, the Checklist button appeared correctly.
add attachement v3 api empty response
i'm trying to add an attachement to an existing request through postman and the response sent is empty other endpoints are working correctly,any help? i'll attach the postman request.
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
Report all Technicians
How I Can get Report all Technicians?
[SDF-44999] Notify requester when note added
Hi, I want to send a notification to the requester when note added to his request. I didn't find any option set this. What should I do? Do you have any solution to solve this need?
[SDF-28063] Add the Group field to problem module
It is simple Add the Group field to problem module
[SOLVED] Requester don't access on "I am looking for a Solution"
the Requesters don't access on "I am looking for a Solution" but they access at solutions tab. service desk version is 11.1 Build 11121 on windows server 2016 with active directory authentication.
SDP and Scan Network
Hi, Where can I read in detail about snmp, ssh, telnet network scanning? What a scanning algorithm, because for the most part these are control protocols
Pasting text into description or email reply displays as image
Hello. We are running ServiceDesk Plus v11.1 Build 11105, Enterprise. When pasting text into either the description field or into a SDP email reply, the text displays as an inline image. This removes any clickable links in the text. We are able to past the text "as text" but then must reformat any highlighting, links, fonts, etc. Example: We often use pre-formatted blocks of text to inform managers of new user's logon credentials. After pasting the block of pre-formatted text, a tech will fill
How to fetch request details from manage engine using C#
How to fetch request details from manage engine from on-premise environment using c# HTTPClient. Is there any SDK or sample code available. Building a WebAPI in C# and consuming V3 manageengine API. Thanks in advance.
[Term of the Day]: Business Intelligence
Term of the Day “Business Intelligence” Definition — What is Business Intelligence? Business intelligence (BI) is a technology-driven process used by the organization to analyze data and business information. It encompasses a set of processes, architectures, and technologies that convert raw data into meaningful information, which provides clear insights to managers and other authorities in strategic decision making. The processed data received through Business intelligence tools can play
Automatically merging tickets with the same subject
Is there a setting to auto merge tickets or do I have to run the script? Thanks.
[Term of the Day]: Cryptojacking
Term of the Day “Cryptojacking” Definition — What is Cryptojacking and how can you protect your devices from this? Cryptojacking is a cyber-attack that allows hackers to use devices such as computers, smartphones, tablets, or even servers without the consent or knowledge of the users to mine cryptocurrencies such as Bitcoin and Ethereum. Cryptocurrency has been on the rise in recent years, so it’s no surprise that cryptojacking is also on the rise as hackers continuously come up with new ways
Old Groups Changed name in Report
I change some Support group name it has been changed. But on Report filter the old names both(new name and changed name ) exist too.. why?
[SD-88920] Error when edit a task and select Milestone
I Created a task on a project When I edit the task and select Milestone and save it, this error appears: Task's parent entity cannot be changed
tree structure for customers
Hi,I would need to modify my "customers" or "requester" by generating a tree structure in order to better manage tickets. eg customer A -> shop 1 -> shop 2 customer b -> shop 1 ... Thanks
[ForYourInformation -27] Multi SLA feature for Service Templates
We have enhanced the SLA feature with "Associate or Add SLAs" for Service templates, the new feature allows us to add more SLAs to Service templates. The requester will be allowed to choose the SLA on Service ticket submission. This feature will play
[DidYouKnow-40] Option given for requesters to select SLA on Service Request submission can be disabled
Multi SLA feature for Service requests was introduced in 11005 builds of ServiceDesk Plus. In this feature, requesters on submitting a Service request can select SLA from the given list configured for the particular service template. You may know more about the Multi SLA feature. Based on our customer needs, we enhanced the Multi SLA feature with the option to enable/disable Multi SLA for requester and technicians. Reference id's SDF-55748: Option to disable the SLA time stamp banner for requesters
Table list header title not change in non-english language
Hi, When we define Portuguese as the default language of the system, the language of all users who have selected the default language is Portuguese, except for table headings. Like my attachments.
Import GL and CostCenter codes?
Is there a way to import a list of GL and Cost Center Codes?
[SDF-87850] Request life cycle associated template
Hello, is it possible in lifecycle template creation to remove in the template list the one that are already assigned to a lifecycle. this would prevent having this error message when trying to publish. we have many template and some of them need another lifecycle. It is a pain to check them one by one or maintain an file to list template already assigned.
[SD-88175] Popular Solutions Widget Error
Hello, We have a problem with using the Popular Solutions Widget on the self service portal in SDP. A user can click into a solution or click the solutions tab that works fine, however the 'search solutions' box always gives a 'You are not authorized to view this page' screen. We are on version 11.119 (note this was also happening in 117 and 118) Is there any fix for this? Thanks.
[Term of the Day]: Risk Management
Term of the Day “Risk Management” Definition — What is Risk Management? Risk management is the process of planning, organizing, directing, and controlling the human and material resources of an organization. Every business and organization faces the risk of unexpected, harmful events which impact on the achievement of specific objectives. They can be either a negative or positive impact. The negative impact represents risks that may prevent the creation of value or even destroy existing value.
[Free e-book] Guide to data democratization
Hello folks, We're delighted to bring you our latest e-book, Guide to data democratization. In this e-book, we discuss the challenges faced by enterprises in handling the deluge of data coming in and suggest several helpful frameworks for democratizing data to facilitate data-driven decision-making.
Asset first assign report
Hello to all, is it possible to obtein first asset assignment (asset and user detail) in a report? Our installation uses SQL. Thanks in advance
[Blog] A Practical Use Case for ESM in HR: Enhancing User On-Boarding
As described in our previous blog, ESM's primary aim is to help organizations improve efficiency, responsiveness to colleagues, workflow, and user satisfaction across departments. As businesses started witnessing and reaping the benefits of ESM, I'm going to talk on how ESM enhances and amplifies the user onboarding process in an organization and how a centralized tool can boost overall efficiencies of an HR department. There are two main reasons an HR team uses ServiceDesk Plus. The first is adding
AutoClose v3 doesn't work?
Hi All, Could you help me to get the below working? https://pitstop.manageengine.com/portal/en/kb/articles/how-to-automatically-close-requests-that-are-in-a-specific-status The issue started with the report itself which I've changed to the following to show onhold tickets that haven't been updated by technicians in a week: select workorderstates.workorderid from workorderstates inner join statusdefinition on workorderstates.statusid=statusdefinition.statusid where statusdefinition.statusname='Onhold'
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