other alerts besides emails...
is there any way to get ticket alerts other than emails or text? i am wanting to setup another type of alert when tickets havent been taken in x amount of time. love for a phone call, but a pop up, generate a chat?
[Tips & Tricks] Encrypt documents generated from ServiceDesk Plus
Hello folks, Sensitive information, which can include documents, data or email messages, really has a life all its own. Especially when it comes to business. When information is first created and stored, typically on a local drive, network drive, external drive, cloud or repository, it has the potential to be openly accessible to unwanted persons. When information is sent to and shared with others, such as through email, there is a potential for hackers with bad intent to intercept it. And when
[SOLVED] Setup Approval on an Incident Ticket
Scanario: Before an Incident Ticket can be placed OnHold it needs to be approved by a designated person/s. ME needs to ensure that before a Ticket can be placed OnHold that an automatic request with the reason for the hold be send to the designated person/s. How can this be achieved and how do I assign these designated person/s? Version: 10.0 Build 10013 Product Edition: Professional
How to change title in browser window
I need to change title in browser SPD+ webpage from: "ManageEngine ServiceDesk Plus" to: "... ... req: #XXXXX" need request number or other useful information.
FALL OF SERVICE JAVA
Hello good day. Use ManageEngine Service Desk Plus since 2016. Whenever I make a backup through the command line, the JAVA service stops, and as a consequence, it does not open the website. I would appreciate any comments. regards
[SOLVED] add color to informs
Hello, Is there a way to add colors to a certain column of an inform? If not, can analytics plus do that? IF so, how to?
Technician - Open ticket as a requester
Hello All, We have multiple groups that use our ticket system for requests. Most of our tickets have a bunch of fields in the technician view that aren't shown to the requester. One of our service requests is "Contract Review" which is handled by our compliance team. When i open up service desk plus to enter a new contract to be reviewed i see the technician view, this is confusing to some people. For me i know which fields are meant for the compliance team to fill out, but for instance when the
[SOLVED]Requester job title on request view
Hello to all, are there any way to show the requester job title on request view on build 10014? Thanks in advance
AD Import brings in Disabled accounts
Can the AD import be changed to where it will not import disabled accounts.
Display description field associated with the Category / Sub-Category / Item in request form
I've very important instructions stored in the description field associated with the Category / Sub-Category / Item. But unfortunately these descriptions are not displayed (except in admin module). I'd like the description field on the request form to be shown to my technicians. Is there anyone who knows how to do that? jM
Edit Custom Views - Combining Operands
I see there is still no way to combine AND/OR operands in a Custom View, as was reported as an issue quite some time ago. I desire to define the following view: ---------- Group (is) "Network Services", "Voice Services" OR Technician (is) "John", "Jane", "Bob" AND Request Status (is not) "Closed" ---------- Once I define my Group condition, select "OR" and add my Technician condition, when I go to add my final Request Status condition and select "AND", the Filter automatically updates itself and
[SOLVED] Views - and/or statements together or linking multiple views - multiple regions setup
Hi all, We have been piloting the Service Desk plus in one region for some time now and we are in a position to expand to other regions as soon as possible. One of the issues I am facing currently is with the views - it is not possible to have a view with mixture of 'and' and 'or' statements as it seems. What I want to achieve is that technicians in other regions see only requests from their region and not others. In addition, I would also like to exclude the closed/resolved tickets from such view
Unable to Update from 9335 to 9400
I was trying to update our Service desk plus and follow all prerequisites below. select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; select Globalconfigid,category,paramvalue from globalconfig where category like 'CONVERSATION_MIGRATION' and parameter like 'IS_CONVERSATION_MIGRATION_COMPLETED'; all param are "true" but still having this error.. Please see attached file..
Auto Assign an Incident to a Site
Hi, I would like to auto assign an incident to a site, according to the requester's email domain. Is it possible? As an example, incidents from xxxxx@gmail.com should be auto assigned to a pre defined SITE, at the time of creating the ticket.
[Tips & Tricks] High time to snub manual translations
Hello folks, Multi-language support in an application is always a boon. Especially when it is used by users across the globe that speak different languages. Imagine how frustrating it is when you receive an email or anything for that matter and find out that you can’t read it. Being unable to use an application because of a language barrier is just as frustrating. Depending on the nature of your business, having software that functions in multiple languages is a key component to your success. Considering
[SOLVED] sample data
Is there a repository where i can download sample data for on-premise tests?
Field and Forms Add Options to MultiSelect Field
Have 175+ items I'd like to add to an "Incident-Additional Field" Instead of adding them one by one. I was planning on using Field and Forms and upon Form load, add in the options. (Imagine typing in and managing these fields with 175+ values manually) According to the help, it says I am well within the range of having up to 25,000 items. Cannot find anything in the rules that state how to load in these values to a variable. Anyone else attempt this before?
Attachment is missing in notification email received when assigning a ticket to Technician
I installed a free version (Stand Edition service desk plus) on premise. When a requester send email with attachment it is receiving in Service desk portal and able to view it. Administrator is assigning that ticket to a technician by logging in to the portal(server where it is installed).The assigned technician is receiving the email notification (in outlook) but without attachment. So every time technician need to login to application to download the attachment when he receives
PO Module: Allow Technicians to associate assets with a new Vendor
Hello, I'm looking for advice on avoiding duplication of product types in the asset database, which can be caused by technicians creating a PO for a vendor where we have not purchased a particular product from before. We are running SDP v10 (build 10008) and regularly run into the issue described below: 1) A product type (e.g. iPhone 7) is purchased, so this is set up from the relevant vendor and logged on a purchase order. 2) Some time later, a technician wants to purchase the same product from
Importing Devices CSV file
Hey all, I am very new to this and i am in charge of importing a CSV file with about 500 devices that include the basic (name, serial, asset tag, model, user, location) how do i do this? I would like some help as i do not want to mess anything up, I would also like to know if there is anything such as an autoscan? that scans devices everytime a user logins in or every few days. Please any help would be appreciated.
Worklog list additional fields
Can we add Worklog Additional fields to the columns of the Worklog list in a Request?
[SOLVED] How is delay calculated on projects and milestones?
Hello, We are reviewing our projects and trying to get a better idea of how things work. We notice some projects show as delayed. I've added a screenshot to help you see what I'm talking about: I can't seem to find in the database any estimations for this project. I don't see anything that looks like a delay. Can you tell me how the project and milestone delays are calculated and where to find them in the database? Thanks! Joanna
Asset Movement
I am looking for assistance. We’re in the process of implementing the Servicedesk Plus Assets module for our ICT assets. Our current procedure entails that for an ICT asset to be moved, there must be two approvals and the final recipient of the asset should acknowledge that indeed s/he has received the asset. How best can we ensure that for an assignment of an ICT asset to a user to be complete, the aforesaid procedure would have kicked in; that is, if a technician wants to assign an asset to someone
[SOLVED] Filter by Request Templates in Report
Hi, is it possible to generate a report where we can see the total number of request created from a certain request template?
Auto-close request with resolution
Hi there How can I auto-close requests based on rules (category, sub category, etc), ofcourse with resolution (it'll be one for a rule)
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
Is it possible to create a notification on a change request for a shedueld change window
Hi all, We run multiple changes a week in a weekly change window, many of these changes are pre-scheduled a long time in advance using the 'Scheduled Start' feature, is it possible to get automated reminders on these scheduled changes to help the technicians plan? Many thanks, Andy
Script to generate pop up in field and form rules
Hi team. I need to create a script in field and form rules, showing a pop up when the technical field is updated. I created a script where I can execute this action by comparing two date fields, but I haven't been able to create the script by updating the technical field. Can you help me with this? Thanks and Regards!!
[SOLVED] Use Email Command to set Custom Fields?
Hello, I am wondering if it is possible to use email command to set custom fields? I have it working to set preexisting standard fields, but would like to be able to set custom fields in our new hire template. Any help would be appreciagted.
[SDF - 77575] Post v10000: Automatic Opening of Worklog
Feature request to automatically create a new Worklog when one is absent. When the user is prompted, the system will switch to the Worklog tab. The technician is then required to select 'Add New' to create a worklog --> we would like that action automated after the initial prompt.
[SOLVED] SDP Chat from within request
I've noticed the ability to initiate a chat directly from the incident/request window is no longer there since upgrading to 10.0 (the little chat bubble icon next to the requester's name). Is this a dead feature or is there a way to re-enable this as it was an easy way to initiate a chat with the customer and immediately save the conversation as a note in the case??
[Tips & Tricks] Minimize the number of clicks in ServiceDesk Plus
Hello folks, Isn't it true that keyboard shortcuts bring smiles to our face as it helps make our work easy and smooth? Most of us love it for several reasons. It can get our work done faster Faster than just using a mouse More efficient than using a mouse in most cases Easier on hands Do not have to find home row again with mouse to attain a task Cool Geek factor and so on. How effective would this be if we get mastered on using keyboard shortcuts in ServiceDesk Plus. This minimizes the number of
[ SD-73911]Security issue
Hello, we just did an upgrade from build from 9424 -> 10000 -> 10013 and we noticed that all the credentials for Network scanning are saved in clear in the serveroutX.txt every time a scan is ran. This is not the first time this issue occurs to us, It's is very unprofessional and a breach of our trust since support is requesting the logs to debug some errors.
ServiceDesk Plus 10015 Released
Dear Users, SDP 10015 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests.Click here to learn more. SDF-42737: Option to search the service template using keywords. Issues Fixed Vulnerability : SD-67820 : XSS vulnerability in attachment description of a change request. SD-77176 : XSS vulnerability under
Project Management Printing
I am looking for a way to print out a project that will show milestones and related tasks. Is there a way to printout a project to a similar view and maybe MS project. It would be nice to be able to print this out and hand it to senior managers as needed.
SDP: We want the group and specialist fields to be filled in when parsing an request from a letter
Hello. Found that when parsing incoming letters when specifying a group and a specialist, Service Desk fills only the specialist in the created request. We want the group and specialist fields to be filled out with this parsing. With respect. Igor Stepanenko.
Formatting options in Service Catalog Help Cards
Hi, The addition of the help card is great , but it has zero formatting options (font, layout, etc). Also can we make it that it is available to view by technicians as well when they access the forms, not just requesters?
[SDF-33593]E-Mail Template for Replying to a Request different for Requester and Technician
Hello I'd like to post one of my requests to the community to let them know, you might have the same feature request: I was surprised that if a requester sends an reply within the web-form, that the E-mail Template "Replying to a Request" is used for the Requester Reply. Because I used the variable Hello $Firstname and $Technician as greeting, this is not correct, if the Requester replies. This replying Template should be different for a Requester and for a Technician. (Or empty for a Requester)
SSL for all ManageEngine programs
I have all of my ManageEngine programs (ADManager+, ServiceDesk+, Desktop Central, and SelfService+) on one server. All of them point to one URL. How do I get an SSL to work on one server? Thanks, WLS-ITGuy
ServiceDesk AD sync - Site and Office fields
Hello, We have been testing the AD sync on manage engine through the AD sync option. The issue we are having is that manage engine defaults to the "Office" field on an AD user object and maps it to the "site" field on manage engine. Is there a way to change this default behavior? We use the Office field on AD as a room number rather than a site location. Thus making all the Users on Manage engine have various sites when in reality they are all in the same branch office just in different offices
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