Open customer page
Hi, There is any way to open customer page by phone number or ID? Regrads, Cezary
Add Images/Attachments to Announcements
It doesn't seem to be possible to add images and/or attachments to announcements sent out. Can this currently be done by some workaround? Or perhaps this is a feature that is to be added.
API Calls to create new ticket
Hello, What API calls do I need to make in order to have SDP; 1. CREATE to tickets 2. UPDATE existing tickets Thanks Rob
[ SDF-50585 ] Change Email Notification
Hi When an email gets sent out from Servicedesk plus notifying each status change, is it possible to include the reson for change be included witihin the body of the email Is there a database schema we can refer to? For example: The below is the template within a status: is it possible to include the reason for change as per below to be included when an email is sent out? Field is only an example of whqat i belevie the variable is.
Technician only Template - Edited by Requester
Hi there, We have created an incident template which is only available to Technicians. Requesters do not see it in their Portal and can't select it for new tickets. We've allowed access for requester to edit their tickets generally, but when they edit this template they have access to edit everything the technician does. Including ticket assignment etc. Aside from removing the users access to edit tickets is there any way around this? TIA! Dave
Bar code scanning integration
We have Service desk plus. But we also want to be able to track the physical assets by bar code sticker on equipment and be able to track with scanner. Is there any way to integrate this (with a 3rd party program) in servicedesk? IS tehre an add-on we can buy from manage engine that will do this? Lastly how do other IT departments track their physical inventory with bar code stickers
Multiple Requesters for one Ticket
Greetings everyone I was wondering if there is any possibility to add multiple Requesters to a single Ticket. We often have Tickets, which affect more than one of our customers. Therefore, this would be a great option. I know about the function with the "E-Mail Ids to Notify", however this only accounts for the messages, which are sent manually. System Notifications from the Request Life Cycle are not sent to the E-Mail Ids to Notify or is there any way to achieve this? Thank you very much.
Issues with pasting images into requests and solutions
I'm using SDP 10512 with Firefox 69 and Chrome 77. When using Firefox and pasting an image into a request, the image gets pasted twice. When pasting into a solution, it also gets pasted twice. When using Chrome, I'm unable to paste an image into a request--nothing happens. HOWEVER, I can paste an image into a solution without issue. Is there a solution or workaround to this? Thanks.
ESM - What happens when users put their request in the wrong Instance?
Can it easliy be moved to another instance?
JavaScript Field and Form rules
Hi, From what I have gathered you do not have access to the entire JavaScript "catalogue" in field and form rules. Therefore I was wondering if there is some way I can get SDP MSP to understand "\n" in a field and form rule. //Thomas
Change field mode
There is a need to change the operating mode of the field Select Approvers. To make it function like a field E-mail Id(s) To Notify. When the cursor was hovering over a field, the data was not displayed, and when hovering over the icon next to the field, a search page appeared, but not all the values of this field. Our company employs more than 10,000 employees; when you move the cursor on the field Select Approvers, it loads for a long time. Thank.
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
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Python 3.7.4 Install - What am I doing wrong?
So I'm just now getting into scripting, and am attempting to configure Business Rules to run python scripts. I've installed Python 3.7.4 on the server, have made sure that the Python folder and the Python Scripts folder are in the PATH environment variable. Still when I attempt to run the script, either through the Business Rule or through a custom menu item, I receive the following error: by Joshua A Jones Menu Name : Testing Message : Cannot run program "addApproval_Sample.py" (in directory "C:\ManageEngine\ServiceDesk\bin\..\integration\custom_scripts"):
ServiceDesk Plus On-Premise vs. Cloud
I was using SD in your Cloud. Now I installed SD in Linux and finally got it to work, I was surprised that it doesn't look the same. It is totally different view, is this a setting or is it really different versions?
[SDF-42723] Create rule - When user is out of the office - don't assign cases to the user.
Hi All, I would need a help with creation of rule that will do the following: In case the technician is out of the office (based on the integrated Scheduler) when user reply on case it won't be automatically assigned to the technician but to some group/list of people. Like a kind of notification so we will know this should be take care of . Thank you in advance. Ondrej
[SOLVED] Problem with SDP+
Hi I have stupid situation. I have two PC installed from one Template (Desktop Central OS Deploy) and after this computers names mixed every audid scan.. In log I found this info wpdplsi103. has been renamed as wpdplsi103.ebm.infra.shared.etex_old. Reason:This could have happened if the names of the machines wpdplsi103. and wpdplsi106. were swapped in the network. This was identified while scanning the machine with name as wpdplsi103 in the network which had the same agent id - WPDPLSI103_1538383943879.
Attachment ID from Request Body
Hello, i have powershell script which moving some data about request to another system. Now, i would like to move attachments too. I would like to get attachment ID but in my Request body (in json format) i don't see any information about attachment. Exist any another way to get Attachment ID ?
[ForYourInformation -12] Merging duplicated requesters accounts
Hello folks, With build 9412, a built-in functionality to merge duplicated requesters accounts was introduced. It helps you detect duplicated requester accounts (with the same login name or email address) in different domains and merge them into single accounts. It also helps you avoid confusion in identifying the correct users. Following are the probable causes of requesters accounts duplication: The same user is fetched from more than one domain during user import Servers are moved from Windows
Request vs Incident ticket number
Is there a way to have a different ticket number designation between Incident and Service Requests? Currently they are both Request ID : ##
How to set field and form rules in Service Catalog
Hi all, I'm new for this. I've created a service template in Service Catalog and the form as follow: Now I've created two Pick list fields on the form named "Branch Located" and "Branch Address" There's a set of values from BA1, BA2.....BA990 in the field "Branch Address" and BL1, BL2....BL99 in the field "Branch Located". Is there any simple rules so that when the requester choose BL1 in "Branch Located" and then only BA1 to BA10 are shown in "Branch Address" without showing other values? When
Creating a custom field.
Create a new field, bind a button to it - Search Reauester List.
Create a new field.
Hi. It is possible to create additional fields in the system. Is it possible to add all requesters (more than 1000) and specialists to this new field through a request? Thks.
Variable for replied to by
When I CC someone on an email and the CC'd person replies it does not show that it is coming from that person and instead it shows that it is from the original requestor. Is there a variable I can put in the reply template that would have the email address of the person replying?
E-mail ID of the active requester gets disappeared for the 2nd time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
Covert Incident to a Service via a business rule
Hi, We receive email to helpdesk with a fixed subject which needs to be converted to a service . Is there a way to setup a rule to automate the service conversion process ? thanks Pathum
Is it possible to delete a resource question?
I'd like to remove some Service Request resource questions (I just accidentally created them). How can I delete them?
Customize Asset template
Hi, I have a couple of questions: Is it possible to customize or create asset template? Is there a way to add in asset template a dynamic pickup list based on a selection from another pickup list?
Need a MS-SQL report query created
Task Status is Closed Group – Hyperion Ticket Status – Open (Or not Closed) Filter by Actual End Time for the task Include: -RequestID -Request Title -Task Owner/ID -Task Created Date -Actual End Time
Instalation error
When i execute the instalation file i receive the following message and the instalation process is aborted Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ @Windows 7 / Server 2008 R2 Service Pack 0 (9200) IE Version: 9.10.9200.22825
Deleted technician still visible
Hi, Have a problem with a deleted technician that is still showing up when adding or editing requests. I can't find the technician in the admin module (technicians or requester) or cmdb, but i'm able to find him as "resigned" in the DB. Is there a mssql query i can run to completely remove him?
VOIP Telephony System Integration with ServiceDesk Plus
Hi, I would like to know if there are any directions in integrating VOIP Telephony System with servicedesk plus. The details of the requester/caller seen in the telephony system (ex. CISCO) will be automatically captured in servicedesk plus. This will be a great help since it will lessen the time of the tier 1 support in manually inputting the end-user/ caller's details in servicedesk plus. I hope you can add this in your future developments. Looking forward for this feature. Thanks, Ella
User/technician API v3 changes over the 11000 (ESM) release
Dear Customers, Requester/technician related APIs(v1/v2) wont be supported anymore after the ESM (11000) release. You may need to update your existing requester/technician related API's with this latest v3 version. The ESM version has some changes towards the user/technician APIs. We use a common term under the ESM Directory as ' Users ' instead of ' Requesters ' and ' Technicians ' separately. Once the user is moved to the respective instance, ' Users ' will be termed as ' Technicians
Current User variable in Reply Template
Is there a variable I can use in the Reply Template that will give me the Current User? I.e. me. No, not $Technician. That gives me the name of the person assigned to the request/ticket, and that is not always me.
ServiceDesk Plus 10500 Released
Dear Users, SDP 10500 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes Microsoft SQL 2005 will be not be supported anymore. To migrate to the latest MSSQL, click here. Backslashes (\) in any additional field names will not be supported anymore. Any backslashes mentioned in additional fields earlier will be changed to forward slashes after this upgrade. Going forward, if there is any data inconsistency
Tickets Missing - Invalid Request ID
Hi all 1. Ticket was created and confirmation mail also has been acknowledged to Requester. When the ticket was searched using the ID the below error pops up. Kindly let us know the way to restore the ticket. 2. Can any one pl help with this.. Regards Karthikeyan R
Clossing Ticket via Email
Hi, I'm looking on making a business rule that would enable the user to close a ticket via email replay once a certain criteria is met. The user would have the specify the deployment date and their respective user name along with the ticket number. Can i be pointed to the right direction? Kind Regards, Nathaniel
Conversations in problem management
For requests SDP is able to track all conversations for the ticket. For problem management there's no way of tracking incoming mails or outgoing mails regarding a problem. So technicians have to add mail content as notes. I think it would be a good idea to have exactly the same functionality for mail conversations regarding a problem that you have today with a request.
Problem Module - capturing email discussions
Hi, We have just started utilising the Problem Module where there are multiple SR's for the same issue. I cannot find a way to associate or track email conversations with 3rd part developers with the Problem Module. With an SR, I just forward the email to SD+ with the SR##, but with the Problem Module it appears that you have to either cut and paste or type entries. have I missed something?
Business Rules
I have configured a business rule that should the status of a request from open to waiting customer when the ticket is replied to with waiting customer in the body of the message but this fails to execute. Is there any other way of setting up rules to change the status of tickets when an email is received?
First response only triggered by Tech email?
I have found that the system automated emails do not count as a first response when a user submits a ticket. We have a notification rule that send the user an email letting them know we have received the request and when it is assigned. To avoid spamming the customer is there any way to trigger the first response date for a ticket ? Besides sending another email?
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