How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field How to edit a script so that Ci Name + Ci Type + Description is displayed in the field You probably need to edit the block. "<returnFields>" + "<name> CI Name </name>" + "</returnFields>" + How to do it? Thank.
Filtering the assets list
Is it possible to filter the list of displayed Product Type in the assets field when loading a form or by other criteria.
"SD-76722"Error while reordering service catalog
JUST WHY!?
Incident Categories
Hi, Can someone please help me understand how incident categories work. I have an incident template called "Printer problem". This has a default Service Category of "Hardware" and Category of "Printers". When browsing for this incident template it is shown under the "Hardware Category". I believe this is the Service Categories I have configured in the Service Catalog. I want to group this under the Incident Category "Printers". I want to have different Service Catalog categories and Incident Catalog
[DidYouKnow -16] Ticket closure automation
Automation features in the ITSM tool certainly improve the quality of service provided to customers. Automation ensures less human error and high reliability, which in turn reduces the workload of technicians. Enabling "Auto Ticket Closure" in Service Desk Plus is a simple process. Admin can enable this feature from [Admin tab -> Helpdesk Customizer -> Request Closing Rules ] he can define the number of days after which a ticket should be moved to "Closed Status" Once the technician provides
[ SDF-66790 ] Working Hour
Hi, my Helpdesk - Operational Hours is 08:00 - 12:30 and 14:00 - 17:30. How can I set this on Service Desk plus?
[ SDF - 66458 ]Script to Share Request with user selected by the requester
I would like to develop an incident additional field labeled "On Behalf Of" which, when populated with a user's name, will then trigger a script to automatically share the request with supplied user. I've seen references to scripts for automatically sharing requests, but every time I try to get to the script, the URL points to a page that no longer exists. For example, the second link on this page: https://pitstop.manageengine.com/portal/community/topic/custom-scripts-how-to-automatically-share-a-request-using-custom-triggers
[ForYourInformation -15] Priority Matrix
Tickets in an IT Organization are always considered as an important component. Priority is the key factor that defines its importance. More focus will be always on tickets with "High Priority" ( where the customer expects quick resolution). The ticketing tool used by the IT organization should have perfect metrics to identify tickets Priority. If we start considering all tickets based on labels as "High priority" it will burden the ticket coordinators and gives a chance of more ticket violations.
Custom Matrix report based on Technician Department vs Request Status
Hi, I'm trying to create custom Matrix report based on Technician Department vs Request Status. The problem I have is, the department always show "Not Assigned", after checking around.. I believe this is because the Department from the drop list in the Custom Matrix report are the Requester Department and not the Technician department. Is there way to show Technician Department vs Request Status?
Use of additional fields in an appointment as an approver.
How can additional fields be used in approval scripts via custom triggers. The goal is to appoint as an approver the employee selected in additional fields.
[ SDF-82709 ] Sort by SLA Due By Column
Hello, Is there any chance that making the SLA Due By column in the requests view sortable? We would like to see the SLA's about to expire at the top of the screen. Thanks, James
Way to restrict and control Bulk Edit of requests
Hi everyone, I used form and rules to limit what the user can update and the flow of the Request to difference stage. But, it seem like they can bypass it by using the Bulk Edit. Just select (the tick box on the left) the Request from the Requests list then, select [Action|Edit] and a pop-up dialog box will appear and used can change the status, etc.. by passing the Form Rules. The permission allow will be based on the Role permission control. Is there way which we can control the {Action | Edit]?
[SDF - 45241] Request List Field - Linked Problems
Hi there, Our teams will have many open tickets in their queue and a lot may be associated to ongoing problem investigations. This isn't visible from the request list at all which can result in technicians working tickets that are already part of a wider problem investigation and wasting time. Is there a way of easily seeing from the request list what problem a request is associated with? TIA, Dave
[ForYourInformation -11]: SCCM Integration
If your Organization already had Microsoft System Centre Configuration Manager (SCCM) to manage desktops and Windows-based applications. You can now integrate Service Desk Plus with SCCM and fetch SCCM-scanned asset data. The integration leverages SCCM's scan capabilities and benefits Service Desk Plus users. In addition, you can avoid installing two agents to fetch asset details. You can use SCCM for asset discovery and also simultaneously update asset data in Service Desk Plus. In the older build
[ SDF-56835 ] Conversations View and Functions
Good Day Everyone I was wondering if there are any options regarding the Conversations inside a Request. All I see is all the E-Mails in order with the Date and the sender. When I click on a message it, slides open. However, we sometimes have tickets with hundreds of messages and the way it is displayed in our ServiceDesk Plus (on-premise), it is very hard to keep a good overview of all messages and if you need to find a specific, it can be a real struggle. Are there any options or is there something
Change status using a Python script.
There is a need to change the status of calls through Custom Requests, through a Python script. I hope for any help.
[SDF-60072] Feature Request: Show Notes Send To (History)
We'd like the ability to view under the History tab who a particular note went to. In our environment we frequently have multiple technicians working on a ticket throughout its lifecycle. Know who the note was sent to would be beneficial to us for better planning and awareness.
SAML 2.0 - Selfhosted
We self-host servicedesk plus and recently implemented OKTA SSO and want to integrate via SAML. I know it can be done with the on demand version but want to do in with out on-premise version. Thanks! Lee
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples, that can guide you through your analytics journey. Download the e-book now.
Mobile application of Service desk cannot create new request
Hi I am trying to create a call on the mobile application but it doesnt work the versions installed are the following sERVER VERSION: 10.0 Build 10020
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog?
Possibility to fill requester field with a script
Hello, I´m looking for a way to fill the requester field of a service request automatically with the technicians name, if a technician creates the service request. Is this possible with a script in the field & form rules? Thank you very much for your help.
E-Mail Command leaving commands in the new request
Greetings, I'm attempting to use the e-mail command feature of SDP to open new requests. The email for the new request will be coming from a SharePoint workflow, based on a new item being created in a SharePoint list. As I'm working on this, getting it to work as I want, I've noticed that new requests created via my email have the commands in the Request Description, in addition to any other text that is in the email message. I was hoping that the email command processor would consume the actual
Field and Form Rule to Remove/Add Approval
I'm building a consolidated form that will take the place of 8 of our current forms. Users will be able to select multiple options on this form. These options will create task for other departments depending on what the need is. Some of these needs will require approval. Is there a way to add approval requirements if certain fields are selected? Almost the same way I'd use a field and form rule to set and unset task based off of field criteria.
How to disable/hide the tabs/menus at the top
We're using SDP 10512. We're looking at upgrading to 11 so we can take advantage of the ESM capability. Due to how you license your product, we're forced to get the Enterprise version for some departments. However, the Enterprise version is complete overkill for these departments. They do not need things like Assets, Changes, Problems, Projects, etc. Is there a way for us to disable/hide these menus from techs using these instances? We only want them to see Requests, Solutions, Reports and that's
Free Enterprise Service Management (ESM) training webinar
Hey everyone, We have planned a second ESM training webinar for all those who missed the first one. Join us on October 15th to get a better understanding of how we do ESM in ServiceDesk Plus. In this webinar, we'll go over how you can extend your ITSM best practices to all your business units to mitigate and optimize your service delivery across each function of your organization with ServiceDesk Plus. Key takeaways: - Creating and deploying a unique service desk in less than 60 seconds. -
Response Time Escalation
Hi Team, Response time escalation is not happening properly in the manageengine tool, we are receiving the escalation mail either after or before the time specified. Please let us know to achieve the response time escalation, in build 9222. Regards Karthikeyan.
add "Request Create Date", "Request Status" columns to this query
Hi, I need add "Request Create Date", "Request Status" columns to this query how I can do it? SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", icd.NAME "Item", ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", CASE WHEN wos.ISOVERDUE='1' THEN 'Yes' ELSE 'No' END "Overdue Status", ti1.FIRST_NAME "From technician", ti2.FIRST_NAME "To technician",
Tickets by SMS
Is anyone using a SMS or texting service for employees to open tickets. How are you doing it and what service are you using? Any way to have the tickets assigned to the employee automaticly?
How can we associate asset to a service request
Is there possibility to attach request to an asset directly? as I know we can relate a service request to the asset using following workflow Incident Request --> Purchase Request --> Purchase Order --> Assets
Survey Query Report using percentage values for customer satisfaction - MS SQL db, ManageEngine 10.5 (build 10513).
Hi, Could you please provide a query to run a survey report based on the % of satisfaction level for MS SQL, ManageEngine 10.5 (build 10513)? Query below stopped working after ManageEngine upgrade: SELECT MAX(wo.TITLE) "Request Title",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%m-%Y %k:%i') "Request Created Time",MAX(ti.FIRST_NAME) "Technician",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating"
Introducing Enterprise Service Management in ServiceDesk Plus
Dear User, ServiceDesk Plus 11.0 now comes with rapid-start enterprise service desk capabilities that allow businesses to manage service delivery across business functions from a single platform. Upgrade to the latest version of ServiceDesk Plus now. The key Enterprise Service Management (ESM) capabilities of ServiceDesk Plus includes: Unified service management platform Manage your organization users, control organization-level configurations, and maintain individual service desk from a central
Export existing tickets to ESM instance?
We have one of our departments already using SDP. We would like to setup their own instance using the new ESM feature. Is it possible to export/move tickets from our default instance to their new instance? Thanks!
Change Freeze
Hi there, There have been a few posts requesting change freeze functionality from around 6 years ago. It's on the roadmap for release however in the meantime it can be manually achieved by placing a field and form rule on submit with the code below. Hopefully this will be useful to others. //Specify Change Freeze Dates here frzstart = new Date('25 Dec 2019, 00:00:00'); frzend = new Date('29 Dec 2019, 00:00:00'); // If change start or end dates are within the freeze window // the form submission will
Add Technician or email address to Note
I'd like to request a feature of adding a technician or email address to a note so that a note can be specifically addressed to someone other than the Technician assigned to the request. We like to use notes to have conversations amongst the technicians. The problem is that, the only person notified about a note being added is the Technician assigned to the request. It would be great if you can add a little box at the bottom of the notes window that allows you to type in a Technician or email
Is it possible to move a department from one site to another?
We have several departments created under wrong sites, and therefore we would like to move them to another site - is it possible without having to perform direct SQL changes?
Query about the version update process
Buen día Los molestos comienzan a consultarlos ya que debemos proceder a actualizar desde la versión que tenemos actualmente 9.0 (9017) a la nueva disponible 11.00 (11000). Verificando la información, tenemos información para hacerlo desde Buil 10000 en adelante y luego le indicamos cómo hacerlo si tiene la versión 7612 o anterior.
Limiting Service Catalogue Visibility for Site Technicians?
It is relatively straightforward to limit the visibility of services in the service catalogue for Requestors. This is driven by a flag on the Service Catalogue service template that says 'show to requestor' with a subsequent filter to specific User Groups. I have several technicians set up (through roles) to see their site (requests) only. This works well for requests and for the trimming of the interface in general (seeing changes, not seeing assets etc.). The problem is that these site specific
Restricting the selection of the assets field.
I need to limit the ability to select the assets field to just one value. Those. so that the user can select only one value from a large list. By default, the assets field works like Multi select, but you need to implement work in the style of Pick list.
incident template
i have an issue with requester template. when user create new incident it shows only the default one. we have created more than one and we tick box "show to requester" but it's shows default.
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