Feature Request: Worklog to Closure
We really like the new Request Closure wizard and would like to see this small change to the Workflog window. If the worklog is mandated and missed upon closure, the tech is guided to the Worklog tab. Once the worklog is added they then must Save and go back to the Status field to select Close. We'd like to see a new button added to say 'Save and Close' which will then start the closure process:
Forwarding ticket to non-SD plus user
Is there a way to forward a ticket that was created in SD plus to a user that does not have access to the application?
[DidYouKnow -4] Self-service portal and knowledgebase
Hello folks, This time I'm here with yet another tip that will enable you to utilize ServiceDesk Plus optimally. The same incidents\questions, reappearing time and time again. Sound familiar? Responding to the same question over and over again is a huge waste of time and resource. How do you overcome this redundancy and free up your users to spend more time on higher-value tasks? One of the easiest ways is to choose a system that empowers your users. Ask yourself, does the system have: -- A self-service
Register for Enterprise Service Management (ESM) beta version
Dear Customers, Much awaited ESM (beta) build is almost ready for the customers. If you would like to get the beta service pack(ppm), please subscribe the below link. Once the service pack is ready for the testing, we will be able to share you the beta ppm file in batches through email. Since its a beta service pack(ppm), you can use your existing test setups to migrate your data. If not, create a test bed and upgrade your installation to the latest ESM version. Note: We recommend you to apply
License allocation in ServiceDesk Plus
Hi guys, I'm trying to use SD+ to manage our Microsoft licensing but having some challenges. If I create a license for Windows 10 Enterprise, it does not allow me to allocate this license to a machine reporting Windows 10 Enterprise 2016 LTSB. This is a problem as there are multiple LTSB/LTSC versions of Windows 10 Enterprise that all use/require the same license. If I have to create multiple versions of the license for each edition i'll end up with duplicate amounts which messes up the reporting
IT analytics in 90 seconds: Reduce IT operational costs using analytics for asset management
Leverage Analytics Plus to gain insights on the total cost of ownership of assets to cut down on IT operational costs. If you're not already using Analytics Plus, download your free 30-day trial today.
Auto resolution supplied by System?
Recently we began seeing work orders with an empty Resolutions added by System account immediately after the CREATE function by the Requester. We have no change logs that indicate any configuration changes were made. Has anyone seen this behavior, or able to assist in troubleshooting the cause? The state of the work order remains open, and autoclose is not configured. Thanks in advance!
Requests - Resolved but re-opening upon contact
Hi, I have the below setting set to stop cases being reopened on a respons through email or the portal, but it still seems to be happening. I think this may be that the case is classed as resolved not closed. Can somebody answer whether or not the below definition of "closed" is that it will only do it on the closed request? If so - Is there an option to do the same on resolved at all? We tend to put all our cases as resolved so it auto pops the resolution field to ensure we have everything ticked
Due-by Date: How to manage the due-by dates that have customer dependencies
Hi folks, We have due-by dates assigned automatically using SLAs, but the question comes into play when we have requests that require development. Scenario #1: We have a SR with multiple tasks to make some changes in a development system, validate with the user, and then promote the changes to a production environment. Because the due-by date is set as a rule but the dependency is outside the scope of our management (i.e., the customer must validate the changes, and we have to wait on the customer),
Time Report
.Hi. I would like to create a report that calculate the ''lifetime'' of a Service Request, from Created time to Completed time. (count Completed time - Created time) I tried with the Time elapsed but i noticed that it does not include the no working hours and also when the Request status is On hold or Waiting for requester the time in Time elapsed does not count. Any help will be gratefully received. Thanks, Panos.
Resolution submitted by : System
HI if I send mail my Request add Resolution submitted by : System
Restrict the ticket creation from unauthorized users
Expectation: Only authorized users can send the mail to the service desk then only it will be created as a ticket in the tool. is any approach there to achieve this?
linux sh for Postgresql setup
I would like to install Postgresql on a a linux server dedicated just for the database and then point the ServiceDesk linux web server to use it. What is the correct way to setup Postgresql on the second server--does one of the sh files start the process and if so, are there parameters I need to supply? Thank you.
Perform EXTERNAL SQL Query
Is there a way to pull data from an external database using a script within a workflow or a ticket? I'd like to pull information in from an external source. Ideally it'd update custom fields I would create, alternatively it could dump into the note section. Anyone have any idea if this is possible?
Falla en el envio de correo a los tecnicos cuando se ingresa una solicitud
Estimados, Cuando un usuario ingresa una solicitud no se esta enviando el correo de notificando a los tecnicos. El servidor SMTP esta correctamente configurado porque están funcionando las notificaciones cuando se asigna un ticket, o enviado una respuesta desde el sistema. Estas son las reglas de notificación en las solicitudes configurada para los técnicos: Agradecería el apoyo. saludos.
Purchase Order Assets
How can I automate receiving assets on a PO and updating the associated assets on the same PO. i have tried importing assets (updating CI Name), but the import only adds the asset as a new asset, it does not overwrite the CI Name listed for Associated Assets in the PO.
Problem with AD sync for technician
I have a issue with SDP that is repeatedly reporting 1 Deleted Technician(s) in Active Directory is/are still present in the application. You can select and delete them manually I have checked Active directory and the user object is still present in active directory and not deleted. I know I could just recreate the technician but wanted to know why this is happening?
Closing a request with open tasks
I found that I was able to close a request even though it had open/incomplete tasks. Is there a way to keep a request from being able to be closed if it has open/incomplete tasks? Thanks! Matt
[SDF-56509] Request filter behavior with multiple instances of SDP running browser
We recently upgraded to version 10.5 (MS SQL) and noticed that request filters in multiple browser tabs now sync to the same filter. If you change to My Open Request in one window/tab, they all change to My Open Request. It was nice in previous versions to have different filtered views in different windows/tabs in your browser. We were using the different browser tabs to better monitor our unassigned queue coming from email. Anyone else see this behavior or find value in having different filtered
Documentation for Marking Leave
Is there documentation about how marking leave works? I have a technician who is out on an extended break, and tasks keep getting assigned to him. I see a way to set requests to go to another technician, but when I tested, it didn't seem to work. Is there a way to delegate tasks to go to another technician? Your Version : 10.0 Build 10013 SQL Server Thanks! Joanna
BUG? Minimised Chat Windows - Cover Buttons
Hi, I love the chat functionality. There is an issue with the minimised windows however as they obscure the buttons needed to cancel / save certain forms. You can just about see / use the buttons but it's difficult. See attached.
SSO not working
We are trying to setup Active directory Pass-through authentication (SSO) http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html . However, it does not seem to be working. We still see the login screen(Same result in IE, Chrome or firefox) see that the computer account has been created in database and Active directory-> Computers. More info : We had customized the login page. But we put the default page back without change. Our custom logo still appears despite resetting
[SOLVED] Technician accounts changed
Dear Community / Support, We have been using Servicedesk system for 2 years. 2 weeks ago, we make a mistake, we would like to test a function, so make a new user in a Active Directory. This new test user, I promoted to a technician. At this point it works well. I login with that, everything clear, permissions okay, solved tickets number is 0. Perfect. For another process, I had to give the test user an e-mail address to receive email notifications. This is where I made the mistake: since this is
spam filter on number of recipients
We are trying to avoid a repeat of a situation that occurred this moring. A users account was compromised and used to send a Phish email to all addresses in their address book. One of these addresses was our helpdesk. A confirmation notice then went from the helpdesk to everyone on the original address list. While the initial phish got blocked by most users spam filters the helpdesk one did not and many users where asking why we had sent them the phish email and had our helpdesk been hacked. Is there
[ForYourInformation -4]:New enhancement in Link Request feature
Linking Requests is a feature that primarily provides an option to relate requests to one another and set some references between them. Secondly, certain common operations such as adding notes, creating resolutions and adding work logs can also be linked between them. When two or more requests are linked, one of the requests becomes the "Reference request" and the other requests are the "Linked requests". In older builds of Service Desk Plus, on viewing the linked request from parent request will
[ForYourInformation -3]:New enhancement in User Survey
Surveys are one of the absolute best methods to get input from your potential clients/users about the services you offer. For more than decades, these surveys have given a much more clear picture of clients/users' level of expectation, needs, etc.. which had helped the organization to set their objectives and goals. We often expected the survey tool to be easily customizable and up to the current trend. Now we have a new Survey enhancement available in 10511 builds of Service Desk Plus. SDF-72081: In
Can't Save Resolution
Hi, i just installed Manage Engine Plus 10.5 , when i try to add resolution to request and press SAVE button, nothing happened at all. what is the problem ? THx
Notify User Group When Task is Created
Is it possible to notify a User Group when a specific task is created? Or possibly notify a User Group when a Service Request is created?
Roadmap and Team workload
Hi team We have a lot of changes and projects that it's difficult to have a complete view of everything, also because we create project and change for somethings that we want to do maybe in the next months or year I think it will be helpfull if there is a dashboard with a roadmap of your changes and projects that the IT manager can move on the timesheet by priority that can change during the year (maybe updating the data of milestone or task automatically) I found helpful also have the possibility
Active Directory Import - Restrict to specific OU
Is it possible to restrict the Active Directory requester import to a specific OU? Is the recommended way to do this using the LDAP sync rather than AD Sync? If so, what effect will the be on existing requester and technicians if I swap from AD to LDAP sync? Will the new LDAP sync simply take over the existing users from the AD sync? The purpose behind this is that when user accounts are disabled they are moved to a specific OU for a length of time. If they are removed from SDP they are re-imported
Preventive Maintenance Task
Hi All, I want to setup a preventative maintenance task to check the up time of servers and vm hosts. How can I create this task with tasks assigned for each server / host to be checked? I want to have the tasks completed before the ticket can be closed off so the technician can confirm it's done and add notes if required. Regards, John
Associate CI to request or incident
Is it at all possible to associate CI's with a request or incident? There was a request 2 years ago for this and I'm now finding myself in the same position as wanting to do the same. https://pitstop.manageengine.com/portal/community/topic/associate-ci-to-request-service-or-incident Use Case 1 A ticket is raised regarding an issue with a specific business service that is within the CMDB, that business service is associated with the ticket and we can utilise FAFR's and custom triggers to modify other
CHANGE - Planning - Requests caused by change
Hi there, Is there an existing feature request to move the 'Requests caused due to this Change' list to Review or Close? If not, can I raise one? It makes no sense in planning... Are you planning a change that will cause requests/incidents? It makes more sense for it to be in the review or close stage when you're deciding whether a change has been successful or not. Many thanks, Dave
[SOLVED]Unable to upgrade 9416 to 9426
All servicedesk process have been stopped. But when updating , 'Please start and stop the servicedesk service once ........' has been shown. I can't upgrade 9416 to 9426. How do I solve this? OS : win2008 R2 64bit
Upgrade Application Server OS
Hi I'm seeking what approach is best for upgrading SD application server from Windows 2008 Server to either 2012 or 2016. At this stage We keep existing SQL server ( Separate server) as is also that will be a next to go through) . I could do in place to 2012 then 2016 but this may be little time consuming and more risk for testing in between, But is is possible to be scheduled those steps.. I can also deploy new clean server side by side to install application. In this case; Install new
Proper way to escalate request to level 2 in service desk plus?
What would be the best practice to escalate a request to level 2 in service desk plus? Should I use the Level and tier functions and setup business rules or should I create a new support group altogether because level 2 will be a group of people and I wouldn't want to assign the level 2 request to someone directly.
[SDF-24778] - Custom criteria for custom triggers/business rules
Is SDF-24778 going to be in an upcoming release at all? I'd like to be able to use the resolution and other additional fields as a criteria for custom triggers. It would also be nice to see for business rules. Thanks.
Change request - User group selection
We have a multi-site SDP setup. When creating a change request, we would like the ability to select a user group from other site instead of selecting individual users one by one. eg. in implementer field, select an IT support user group instead of select users one by one.
CHANGE - Restrict Stage + Status
Hi there, Currently when raising a change a normal user can set the Stage and Status of the change to whatever they want. They could go straight to Implementation or Closure if they want. I've set it to disabled to prevent this and ensure the Workflow is followed. I would still like the Stage and Status fields to be editable for users with a ChangeManager role so that they can still manually move changes back / forward in the workflow to rectify errors or issues with Role permissions etc. How would
On-boarding auto creates asset, Off-boarding spawns off asset list
Has anyone setup Service Desk Plus to auto create an asset during the on-boarding process? For example, a HR rep or hiring manager uses the service catalog to order a user setup with a building badge, an AD account, logins for a number of 3rd party websites. The tasks are assigned to I.T. and other application admins. When they set the task as complete a new "virtual" asset is created. When on-boarding is complete the user's asset list would match what assets have been assigned to the user.
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