Is it possible to change task assignment based on Technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field when the technician is changed. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
Mail Fetching Not Working
I just discovered that mail fetching hasn’t been working since last Thursday. I rebooted the server twice and stopped/started mail fetching with no change. I decided to re-enter the password to make sure nothing was incorrect there. When I saved the new password, I received the error below: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. We renewed our Exchange certificate last
Mandatory Attachments
Is there a possible way to mandate attachments when creating a request? This would be a really useful function.
(HELP) - HISTORIAL SERVICE DESK PLUS
Good evening dear, About the Service Desk Plus, I need to know in which ROUTE I can find the file that records HISTORY of the changes that are made to each request in the application. Who can help me? Regards,
Self-Service Widget - New Request?
Salutations! I've been trying to configure a custom widget in the Self-Service portal to streamline creating/submitting new requests directly from the requester home page. I created and added a new widget using the URL (https://ourSD+url.com//WorkOrder.do), it looks like what I expect it to and creates a new request. The issue is the widget doesn't reload correctly. I've attached screenshots of both before and after. Is there a different way to create such a widget, or are there other predefined
Retain data when changing the Template
Hi, I have noticed that, if I enter a lot of data into a new Change form, then decide that I have used the wrong Template, for instance I may have used the default but actually my change should be Emergency, I can change the Template I am using but this wipes out all the data I have entered. I am sure that I have seen a popup somewhere asking me if I want to reuse my data, but this doesn't seem to be working at the moment. Any ideas? Thanks In Anticipation Ian
List of Rejected Request of User
Is it possible for the Approver to view the list of request that they Rejected or Approved? Or it can only be done in the Query Report?
Applications Manager/Servicedesk Plus
Is there a way to add the plasma view of our App Manager dashboard as a widget on the ServiceDesk Plus Technician Screen? Every time I attempt to do so, the widget does not load the page.
Different operational hours for different support group
Hi, We have multi support group that have different operational hours. Can you add this as feature in next release? Thanks
New survey report query 9414
For the new survey tool (which I love) is there a query to get to this information using the old report tool via SQL? The new report is behind the admin tab and I have users that want to be able to see this data themselves. There isn't a SQL option to modify or grab the query source so I can dump it into SQL Manager for example. I used to be able to mine the data and get individual results per question. Is that still possible and, if so, how. Given that I can have multiple surveys with different
ManageEngine Self Service Portal Customization
Hi all, i am looking to customize out self service portal to also include the ability to raise a new change.as well as a new request. Has anyone done something similar? Thanks in advance. Brett Jorna
Schedule time off without Backup Technician
How can I schedule time off without requiring a backup technician? I select Don't take any action on the request but "Backup Technician" still appears on the calendar during my time off.
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[Upcoming webinar] How to implement continual service improvement in your help desk
As the needs of your customers evolve, it's important that your help desk evolves along with them. Otherwise, you risk becoming obsolete. Join us for our three-part webinar series to discover how to implement continual service improvement (CSI) in your organization in phases, starting with: Request resolution times. Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: September
Change a Date/Time field back to blank
Hello, we have ServiceDesk Plus Enteprise 9.4 (9409). In the Change Module we have an "Additional Field" of Date/Time. In this field we have put a date/time some days ago, but now we want to change it to blank (N/D) and we can't do it. Is it posible? Thank you.
Translate service catalog message
How can I translate users service template catalog's message? I couldn't find it on translate menu.
Very Total time spent
Is there a report for really total time spent by each Technicians on Requests, Projects and standalone Tasks? we're on SDP 9.4 Build 9415 thanks alessandro
A Reminder on task for you.
Hello Everyone, I am trying to locate the notification template for "A Reminder on task for you". that i received. I checked all the notification under Notification Rules\Tasks tab, however, non of the enabled notifications matches the one i received. The notification I received was for overdue task. Please assist. Thank You Raed
Filtering specific data within a custom report
I've recently created a custom report on survey's that were sent to my employees, however I have to somehow separate (possibly by using a filter) the surveys that have been completed along with the surveys that have NOT been completed. I'm not quite sure how to set this up. I did add a field called "Rating" within the report that does give me not assigned, if they have not taken it, however below that it is showing the rating numbers. I'd prefer to have that instead say "completed" or "assigned".
Preventing "Automatic reply" emails from creating new tickets
We have technicians who are emailed daily/weekly/monthly reports from SDP. Whenever they are out of the office and have enabled automatic replies, a new ticket is always created. Deleting it only takes a minute so it's not a HUGE deal or anything, but it it's a bit repetitive. I was looking in Business Rules to see if there's a way we could just discard the email and under actions, there's one called "Negate." I looked in your documentation and couldn't find anything for this rule, but I'm assuming
Upgrade process for 9.3 build 9300 to 9.4
Can someone provide the correct approach here? Can we just apply the latest PPM, ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_35_0.ppm, for 9.3 to take us to 9.4? This is what we did for 9.2 to go to 9.3. Thanks.
Hide Status Comments in Change template
I need to be able to hide Status Comments in a change template, and cannot for the life of me figure out how i t is done. Have tried to use field and form rules but it does not provide this field as an option when I try to hide it or disable it.
Service Request Template Technician view only
Easy one...I have a Service Request template. I have the "show to requester" UNCHECKED. Should Technicians still be able to see and use it? I originally thought they WOULD be able to. I want to make a template for Techs only. If the above is incorrect, how would I do this? I ask because I have this and one of my senior techs gets a "not authorized to view this page" when I send a link to the specific template. Thanks David
Reply / Forwarding Mail in conversation Continue to use incoming date as variable
Hello, we also send e-mails to external service providers via an ID. If we then answer or forward the service provider's mail, the date of his mail cannot be indicated as variable, right? As a normal reference as with a mail client. The variable $Title takes the subject of the mail, but $CreatedDate does not take the creation/send date of the mail. Can someone help me to use the send date as a variable? Thank you very much. Christian
Table Aliases
have this query for ServiceDesk Plus 9.4 and mssql 2014 having trouble finding the table aliases: can someone please help ELECT [CI].[CINAME], [ChangeDetails].[CHANGEID], [ChangeDetails].[TITLE], [ChangeDetails].[DESCRIPTION], [ChangeDetails].[COMPLETEDTIME] FROM [ChangeDetails] LEFT JOIN ChangeToCI on ChangeDetails.ChangeID = ChangeToCI.ChangeID LEFT JOIN CI on ChangeToCI.CIID = CI.CIID order by [ChangeToCI].[CIID] Thank yoiu Rich Gruenfelder
Restoring Backup Failed after Changing DB
After upgrading to latest build and changing DB from pstgre to mssql, i experience an error on restoring the backup, see print screen attached. Looks like a .png file in the backup is causing this problem. Then i tried to reinstall SDPlus and tried to restore the backup again, it result on same error. Then i tried again restoring backup on couple days ago, it is still the same error. Seems like all backup file are corrupt. Any suggestion on how to solve this? Thanks all in advance! :).
Creating UI for service desk plus
Hi I need some help in creating a Ui that pulls data from my help desk ? Any guidance ?
Clear Text in a Field
Dear All, During some searching yesterday I came across a script that would allow you to put guidance notes in the Title Field and Description Field and would pop up an alert if the user didn't change them before saving the record. And then I got asked to do just that this morning, and now I can't find the post. And believe me, I have searched and searched. Can anyone remind me what it looked like? Thanks In Anticipation Ian
Creating a UI for service desk plus
Hi All, I need to code a UI for service desk plus to be able to pull our current logs.. Any guidance?
SDF-25339 - Merge Notifications
Is there any advancement on this feature request? We have issues when 2 staff members put in duplicate requests and not knowing that their case is merged with another. This leads them to think that their request was just simply deleted and understandably causes anger on their end.
Associate Component to User
We created an Non-IT asset called Peripherals and what to assign peripherals to Users. But, the option is not there. All we see when changing the Asset State to In Use, is Associate to Asset. See attached picture. We also want to see Associate to User or Assign to User.
System and hardware requirements for self service
Hi, What are the system and hardware requirements for self service? We have 5000+ users in the company that could potentially use self service (over 10 different self service request types) but i need to know what the system and hardware requirements are in order to avoid the system crashing if a large number of users start using the system all of a sudden. DB: MSSQL Build: 9.3 Build 9335 Thanks.
Update without running a backup
I ran a backup by hand last night. Today then I try to update it is telling me a backup is recommended and trying to run one. Is it possible to force not to back anything up when I'm doing an update? I'm on build 7611 and I need quite a few updates.
Technician reply custom trigger
Hi there, I want to add a custom trigger when a technician reply to a request through portal, the same way that is possible when a requester does it. Can anyone help me?!!
Unable to restore the Backup
Build is 9414. Trying to restore the backup on test environment. Attached the error display.
Google OAuth
Hi, Does anybody has make the configuration or integration between SDP and Google, to use google´s oauth? Best regards.
Email Reply Not Updating Existing Ticket
We are experiencing an issue with our ServiceDesk Plus where a user replies to an existing ticket and it will not update the ticket. It happens sporadically and we have not been able to find the cause. We have reset the server twice and still we are seeing an issue. We first noticed it when the system crashed due to our server hard drive being full but we have cleared that up. Any help would be greatly appreciated. Current version 9334
Upgrade to 9400 without no backup
Hello to all, is there any way to upgrade to 9400 build without force a backup? In old versions we could add this line to disable a backup during upgrade: -Dtier-type=BE -DSDBackUp=false Could do something similar in new version? Thanks in advance
Filter Categories by User Groups
Is there a way to only make certain Categories visible to certain User Groups? I know templates can be displayed to certain User Groups, but I'd like to do the same thing with Categories. Or is there another way to filter them by site or region perhaps? Essentially it would be great if when creating the Categories, the same option that's available when creating an Incident Template is available there as well. See attached screenshot.
user onboarding
How do you guys setup user on-boarding process on Service Desk. It seems to me that the task feature might be limited on handing off from one tech to another tech if you have several tier levels. Just want to know how others have setup their new user on-boarding in their ticket system. This entails such things like: Has the computer profile been setup Has Wi-Fi Been deployed out to the computer Has the printer been installed for that specific office location Thanks, Z
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