[SDF-83418 ] Ticket On Hold - Comment should appear in the Comment-Section
Hello everyone When we put a Ticket on Hold we can write a comment. This Comment only appears in the History of a Ticket. Is it possible to show this comment for example as a Note in the Conversation section of a ticket? Thank you very much.
ESM Licensing question
We currently have two groups (IT and GIS) using our SDP Enterprise helpdesk for ticketing. For various reasons we would like to separate those two groups so each has their own instance. However we only need the Enterprise features for the IT group and would like the GIS group to run at the Standard level because all they are using the system for is ticketing. Is it possible to transfer the technician licenses we have already purchased for the GIS staff from the current Enterprise instance to a
[DidYouKnow -19] Why data-archiving deserves more attention
Hello folks, Data archiving is generally unjustly seen as a troublesome and never-ending activity that needs to be performed at least once a year. The data archiving feature available with ServiceDesk Plus helps you to maintain application performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process (all within the same database). Thus improves the performance of the application.
[ SDF - 41923 ] Custom views
Hi! It's possible to create custom view with filter by incident template? I can see a such column, but it is no in a filter set.
Asset Detail - Custom fields
Hello, We are looking for the availability to add additional fields under the Asset detail section. This could be a couple of fields that we can add a custom label to and have a block of text available for us to enter the information we need. Please let me know how we can add this to our SD Plus. Thanks.
Showing self service portal to technicians
Is there an option or way to show the Self service portal to technicians? We are using Service Desk Plus 11.0 and when technician logs in, he sees the technician home page. When user/requester logs in, he sees the self service portal with templates etc. We would like an option to show the self service portal to technicians maybe as their home page, or from a specific web address. Background is that we have technicians from different areas and we would like to show them the requester view from different
servidesk service stop
Hello. I am having an issues with ServiceDesk Plus build 11004. ServiceDesk Plus service stop after couple minutes. Errors in wrapper.log INFO | jvm 1 | 2019/11/21 14:38:23 | ContractAUditService [ FAILED ] INFO | jvm 1 | 2019/11/21 14:38:23 | STATUS | wrapper | 2019/11/21 14:38:24 | Stopping the ManageEngine ServiceDesk Plus service... INFO | jvm 1 | 2019/11/21 14:38:24 | Stopping Services
Query Report
Hi, We Used the below query to fetch the details of time spent by each groups assigned to the ticket. select woa.workorderid "RequestID", qd1.QUEUENAME "From Group", qd2.QUEUENAME "To Group", cast((wog.timespent/60) as varchar(20)) +':'+cast((wog.timespent % 60) as varchar(20)) "Time Spent (hrs)" from workorder wo left join wo_assessment woa on wo.workorderid=woa.workorderid inner join WO_GROUP_INFO wog on woa.assessmentid=wog.assessmentid LEFT JOIN QueueDefinition qd1 ON wog.groupid=qd1.QUEUEID
Assigning an incident template to a support group
Is there a way to assign an incident template as default for a specific support group?
E-mail command - blank subject?
Hi, Is there any way to work around to required subject field? So that SDP would generate a work order/request of any e-mail that ends up in the dedicated mailbox? Thanks & regards, Lionell
Prevent ServiceDesk Plus from auto-assigning site on requests
We don't use sites (except for assets) in our implementation of ServiceDesk Plus and for some reason in the past few weeks, some requests are auto-assigning sites which prevents the ticket from being picked up until that field is cleared. Is there a way to turn that off? I did some searching but was unable to find a way. I think I can probably set up 'field & form rules' to clear it automatically, but I rather not add anything if I can just turn it off. I'm assuming this is getting auto-assigned
[DidYouKnow - 27] How to Add Quick CSI
In this forum post, we are gonna review an unexplored feature of Service Desk Plus "Add Quick CSI" this feature was introduced in 9207 builds of Service Desk Plus. This feature allows Admins to instantly add Category's, Sub-Category's, and Items on a single view. They can either type the Category, Sub-Category and Item one by one or they can copy-paste from any source. Early to this feature release, we had to create the Category, Sub-category, and Item using a separate button. The process was quite
IT analytics in 90 seconds: Balance the workload of your help desk technicians
Ensure faster resolutions by balancing the workload of your help desk technicians using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Hide incident templates when create new ticket
When requester create new ticket, then it is shown page with templates like application login, internet, email etc and then here it need to click "create new ticket". Is any way to hide this page and go go straight to standard form when ticket is created? thanks
Problem during update
During the update from version 11000 to 11005 the update manager froze and i closed it from task manager. Now service desk is not starting and when i m trying to run update again i get the error. "Your installation version 110005 and database version 11000 are not same.And hence patch cannot applied. Please help.
How to add and view replay thread on requests via API?
Hi Team, please advice to, How to add and view replay thread on requests via API? thanks and regards, AJayan.c
Pending Approvals requests are not showing on approvers home page
Hi, One of our technicians / approver is experiencing an issue where his Pending Approvals are not showing on his home page (Under my Pending request) in ServiceDesk Plus. He receives an email and reminders for same without any issue MSSQL Version 10.5 Build 10511
Remove Other from service categories
i've gone thru and created my service categories and would like to know how to remove the default other option. Any ideas?
[SOLVED] ERRORCODE:1008: Data inconsistency in Application tables
Hello, We are trying upgrade the ManageEngine Service Desk Plus from build version 10012 to 10500, we are getting ERRORCODE:1008: Data inconsistency in Application tables. If anyone had face the same issue and solved it kindly helps us to solve the issue. for reference we had attached the logs folder. Thanks!!
How about adding SCREENSHOTS to your Adminguide?
Trying to find a way how to search the conversations of all my requests in ManageEngine Servicedesk Plus I stumbled on this guide on how to reach "Advanced search": https://www.manageengine.com/products/service-desk-msp/help/adminguide/requests/advanced-search.html So where is this fabled "settings dropdown"? How about ADDING SOME SCREENSHOTS PERHAPS????? An perhaps even what version of the system the guide was created with? (Since I highly doubt this guide is relevant anymore since I found the
Import Users from AD and Azure
Greetings everyone We have ServiceDesk Plus on Premise and we are currently importing most of our users from our Active Directory. However, we also have Customers outside our Domain with an Azure AD. Is there any possibility to import these users as well other than with a CSV-File?
Task Dependencies
I've built a template for my Help Desk to use. The template itself has 9 task on it. These are split between 3 people. I've learned that the Parent/Child dependencies only affects the technician being able to resolve their child task as long as the parent task has been resolved. Our issue is this template is used often so a technicians "Open Task" list fills up very fast. The issue is not all of these task are something the technician is currently working on. Most are child task themselves. I'd like
Software showing under licensed with multiple installs, but not actually installed anywhere
When I click to see where the software is installed it shows no installations. How do I correct the issue so that the dashboard reflects accurately? I own 3 licenses - successfully installed on 2 machines -
Private Solutions and Resolutions
I'm currently looking at rolling out the solutions module for my first line team, the problem I've got is when a member of the team confirms that a solution has worked it adds the entire article to the resolution which we would then need to delete. The articles are not being made available to end users because they detail instructions that cannot be performed by non-administrators or refer to internal procedures that we do not necessarily want to publicise for one reason or another. I've found a
Database failover to another server
Is there a simple way to sync pqsql databases of servicedesk to another server, I don't want to use failover procedure I only need the servicedesk to be synced to another server so that if first server fails the second server should be synced with latest data and can be started manually?
[SDF-83005] Tasks generated by Business Rule after Request Closure (using Request Closing Wizard)
Hello, I am looking for advice on generating & managing mandatory tasks within requests, as my previous method is not working too well since SDP v10. Perhaps there's a better way to handle this. I use Request Templates to generate important tasks on some requests. These tasks must be closed before the technician can close the request. The templates are usually applied by a Business Rule, which is based on the request Category/Sub-category fields (also mandatory fields). When the request is given
Task Deletion
Hi, Would it be possible to disable the access to delete task for certain users?
[ForYourInformation -25] Self Service Portal has been enhanced with new Themes
The Self-Service Portal is a place where the users often visit to manage tickets and to know more about the tasks, announcements, stats, etc within his scope. The Administrator of ServiceDesk Plus can re-arrange widget, change themes periodically, which provides a fresh look and feel for users. In version 11 build 11005 we have introduced four themes that are customizable. Refer to the screenshots given below. Prime Misty Spearmint Ocean To know more about SSP customizations click here. Next - [ForYourInformation
ESM and number of techs per license
We're creating our first ESM instance. Only two users/techs will be using this instance. We do not want either of these techs to be an admin--just regular techs. How does the licensing work in this scenario? And how does the "Owner" work in this scenario? We want any of our current SDP admins to be able to manage the instance. We do not want the techs assigned to it to manage anything. I feel like we would only need a two tech license for this, but I just wanted to make sure because I'm a little
Reply on closed Request behaviour
Good Day Everyone If someone replies through E-mail on a closed request, we are using the Option "Append the reply as conversation to the request and notify technician". This seems to work fine. However, if someone replies to a request who is not the Requester, then the ticket will be reopened. For us this is not really useful since a lot of people are often involved in solving the case and might answer afterwards, not just the requester. Is there any way to solve this?
Custom Scripts - How to automatically share a request using custom triggers
Hello users, This post will to help you share a request automatically using custom triggers.The feature to share request helps technicians and requesters to access a request that is beyond their scope of viewing and editing. You can find more information about this feature here . This is done using an API call to share a request in ServiceDesk Plus.Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for sharing a request.The
How to stop using TLS1.0 when fetching emails
Our exchange server must have TLS 1.0 disabled to pass a security audit. However we have noticed that the handshake from ServiceDesk, when collecting emails via POPS, uses TLS 1.0. See wireshark output below. How do we force ServiceDesk to use TLS 1.1 or 1.2?
Create an incident request for a users group simultaneously by technician Instead of duplication an incident request
Hi, Sometimes it is necessary to simultaneously create an incidents request for a group of users. for exapmle: "Failure to enter payroll software" for UserGroup:"Finance staff" Can you do this now or in the next release? Like Outlook User contact Group Concept
Project and Tasks report is not working
Hello, The following report is not working anymore. Please help me fix it. SELECT projectdet .PROJECTID "Project Id" ,projectdet.TITLE "Project Title" ,projectstatus.STATUSNAME "Project Status" ,projectowner.FIRST_NAME "Project Owner" ,c.comment "Comments" ,md.Milestoneid "Milestone ID" ,md.TITLE "Milestone Title" ,mdon.FIRST_NAME "Milestone Owner" ,mst.StatusName "Milestone Status" ,(select case when md.Createddate=0 then null when md.Createddate=-1 then null else dateadd(ss, md.Createddate/1000,
Scripting problem
Hi, I am having a issue with a script I have been running to populate the subject field with more information after the incident has been submitted. What I want it to do is pull the information that the requester has put into the Subject field and then insert "Incident - CATEGORY -" in front of it (and also pull the Category from its field and insert that too. I am using the script below on form submission but it inserts the "Incident - Category -" part twice when it submits, can you see an obvious
SDP SAML SSO
Hi, is possible to use SAML authentication for SSO? Your Version : 9.3 Build 9327 Thank you Jacir
Script Master 16 : Populate request details on tasks associated [ISSUES FIXED]
Hello users, Hope you all are well. Today's script will help you populate the request details on tasks associated. Say, an incident/service request template has multiple tasks associated and each task will get assigned to a technician. When a task is executed, the technician might have to know some details from the parent request. This script will allow you specify the field names and it will be replaced with the respective values when the request is created. That is, the description/title provided
Problem with description field on requests
Hello to all, after upgrade to 10507 version, we have experienced some issues with body message of emails. After create a request by email, SDP doesn't show correctly body message correctly (SDP shows only in one line without line breaks). It not happens in all messages. We can see any common pattern in the message fails. Do you know how to resolve it? Thanks in advance
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
ITIL 4 compliance - Is SDP and SDP MSP compliant with ITIL 4?
Is SDP and SDP MSP compliant with ITIL 4?
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