How to clean up Service Desk manual entries after Desktop Central interface live?
I'm working on cleaning up our asset list in Service Desk. We had many manual entries, some with missing asset tags or manually entered computer names. We were also using the SD scan functionality. Once we got Desktop Central working, we're finding we have multiple items that we need to clean up. I know the SD scan matched to entries by computer name, asset tag, and MAC address. When Desktop Central pushes its scan information over to Service Desk, which field does it use first to find a 'match'?
Time when errand change from one queue to another
Hi! I'm searching in SQL DB for information when a errand change from example firstline queue to the secondline queue. I need to get that date, so i can get information about all new errands i one queue, even if they was created yesterday. So all new errands for that queue that has been moved/created to secondline this date. Is that possible? Which table can i find that? I found that WorkOrderHistory table have information about when something happend in a workorder, but not WHAT happends, maybe
Serious Flaws Affect Several ManageEngine Products
Hello Accroding to SecurityWeeek there are security problems with ME software. Please take a look into LINK When we can expect fixed version? When I check it in About page of my SDP it shows "9.3 kompilacja 9335" as a latest version available to download Regards Slawek
how to filter results
Hello I have a porblem to filter out some workstation. In Assets > Desktop > CI Type I have : - Workstation - Windows Workstation I'd like to get only "Workstation" without "Windows Workstation" as a resoults so what I shoud put in field when I doubleclicked on CI Type button. How to use negation? I tryed with "!" but it doesnt work. Regards Slawek
User does not have sufficient privilege when doing Windows Domain Scan
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be gret. Thanks Keith
requests template display order needs to be modified
At the moment when opening the at tab in the incident catalogue, the first choice is X request, however Y is all the way at the bottom so the production uses Y requests instead of X . Could we have Y first, then X.
Dashboard widgets
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
En-mass Create Daily Report?
Is there a way to use the "Query Report" function to create a single report that would send an email to each Technician, their individual number of "Open Tickets" without having to create a whole new report for each Technician? I'm looking for one report that would email around 27 people just their number of "Open Tickets" in the email sent to them, not the same report with everyone's stats sent to everyone. Unless me and a colleague who were at a conference in NY last year, 2017, heard incorrectly,
Manger wants to be notified on first reply to ticket
I have a manager that wants us to start manually replying to each ticket but he wants to get copied on that first reply. I've checked the box that he should be notified on any modification but that doesn't seem to accomplish this. Is there a way to automatically do this or will we all just have to manually CC the manager on that first reply? I would be OK if he would just all replies too, but that didn't seem to work either. He's wanting to see something like "time to first contact" by a technician
Requests by Technician with an Other Field.
RIght now, the requests by Tech only shows Open, On Hold, and OverDue. I create a few more categories, that I would like to show in this module. is there any way to add this or make a new module or something like that Attached is what I am looking for if that helps. thank you
Should I use Windows Domain scan in ServiceDesk Plus since I have DesktopCentral integrated
I saw in the documentation that if you integrate MeDC with SDP you should not install the SDP Windows Agent. But, should I still plan on doing scheduled Windows Domain scans? I'm a little confused on this and seem to have machines in SDP that are not getting updates from MeDC. Thanks!
User does not have sufficient privilege when doing Windows Domain Scan...
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be great. Thanks Keith
Question About the new API Version 3.0
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus?
9400 mail fetching
After upgrade to 9400 mail fetching do not work, Admin menu "Mail server Settings" do not open
***Read out the value of a field and insert it automatically in the "Subject" field***
I would like to read out the value of a field in a template and automatically insert it in the "Subject" field. Does somebody has any idea? many thanks
Clarification on one of the upcoming features
I was looking at your upcoming SDP features and was curious what this item means: Gamification to break the monotony of the everyday and motivate technicians to enjoy their work. Can you explain what this feature is and what it entails? I'm just very curious how you re accomplishing this. Thanks!
Purchase Approvers \ Technicians
In order to approve a purchase does the user have to be a technician? We have quite a few people that approve purchases and some once or twice a year yet it consumes a technician license currently.
Editing Purchase Order No.?
Is it possible to edit the Purchase Order No. field for already existing assets in Assets/CMDB? I don't see it in the edit window. Thanks.
Change Workflow: I need to deactivate the emails notifying the user, about it has been assigned as a CHange Requester.
In our customized workflow I deactivated all the emails to the CHange Requester, giving the Change Owner more power to coodinate with the end user. There is an email triggered every time I put the end user name at the Change Requester field (just as a reference) at the submission stage, when I "SAVE" the information. At the normal panel of Stage Status is not posible to customize that email. How I can deactivate that notification email? Thank You. Jose Ugarte
Moveing Tech's from requesters.
So right now I have a few tech's, that are not on the domain I have SSO setup now, and would like to add the corrasponding requester and merge them into the tech account that is already created for example John Smith is a requester, with the ID of john.smith, but I have a Tech for him that is just John Is there a way to get John.smith to be a tech without loosing all the tickets assigned to John? i hope this makes sense.
Incident templates Rules - On Change
When we have a rule e.g. A Execute Script which sets the subject when a technician field is change, why when we click the edit button by the request details (Under the Requester Conversation) does the rule not fire. But when I enter the full edit mode by clicking the Edit button on the top of the form does the rule fire? Is there a work around to make this work? Thanks
Multiple email request flows
Are multiple email request flows possible? Use case. Emails incoming from different systems where an api is not possible can create requests assigned to different groups based on subject, etc.
show phone in request view
I need to show the phoneo of client in view List of Request. How can I do? Thank
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
Scanned Software - Unindentified column not showing full list
Hello all, We have an issue on our servicedesk whereby if a machine with new software is scanned it will pick up the software and label it as "Unidentified" on the actual page for the machine but if I go into the Scanned Software tab under assets and search for Unidentified software it does not show this software added to this list. In fact it shows 4 software products and this has not altered in a few months despite us having many new software assets scanned since then. Please could someone advise
Open Tickets by Technician
We have an onsite version of ServiceDesk Plus. We would like to setup our system so that every morning at say 8 AM an email is sent out to each Technician showing their Open tickets and also the open and unassigned tickets assigned to groups they belong to. We just reached out to ServiceDesk Support via phone and was told to do this by setting up a report for each Technician and then scheduling it. That is a lot of reports to create. Anyone know how to do this via the Query Reports? Thanks, Eric
Assets Scanned Software Table Accuracy
The Scanned Software Table shows a number for installed on a specific software, but when you go to the installations, there are no machines listed. These installations did exist, but were removed, so having no machines listed is correct. Why does the Scanned software table not show the correct number of installations? Is there a process to get this table to update?
recycle bin for Assets
Is there a recycle bin for Assets? Someone deleted some TV assets from our ServiceDesk and we need to get it back. We don't know the date when it was deleted.
Change Requester to Technican using database
Currently all LDAP users now get a "Username or Password is incorrect" error, however they used to be able to login. I still have one local user called "admin", who's login still works, however they are only a requester. This means I cannot check the admin configuration to see where the issue might be. Is there a way to convert a requester (i.e. my local user called "admin") to a technician without logging in as a technician. The only technicians on my system are all authenticated using LDAP.
Business Rules
Hello, I noticed that the Business Rules were only being applied to Incidents, after that I contacted the support via e-mail, the answer I got was that for them to be applied to Service Requests they needed to be created in Admin -> Service Catalog - Business Rules. So I created the same rules from my Business Rules to my Service Catalog - Business Rules, but I was unable to replicate a rule where I place the request in a Group based on the e-mail Sender, because can't seem to be able to define a
Add Solution body to email
We have a notification set up to email newly entered solutions. However, the body of the solution is not an available field. We would like to be able to include the body of the solution in the notification so our techs can immediately see the solution instead of having to click the link to view it. Thanks.
Workorder to CI Migration not complete
I am upgrading to 9400 however ran into an issue. The Workorder to CI migration is false. How do I perform that migration? Dan
IIS Rewrite Rule Not Working
I've just upgraded to 9400 and since doing so my IIS Rewrite appears to have stopped working correctly - it was behaving a bit intermittently before! Whenever I visit the request page now it loads the header but none of the requests - if I search for a request ID it brings them up, but doesn't allow me to view a general list of requests. Accessing the server directly through it's hostname works as expected so I can use the helpdesk and it's not specifically a ManageEngine issue, but does anyone have
Issues reported in 9400 and their status
Will list all the issues that have been reported while upgrading and running 9400 version of ServiceDesk Plus, their analysis, workarounds if any and their status.
Change Management: Can't select more than 1 approver
I can't add more than 1 approver when creating a Change Management template. When someone raises a Change then it is possible to add more than 1 approver to the ChangeApprover role, but why isn't it working when I try to already add more than 1 user in the template? See also attached. thanks Lukas
How to configure and use SDP? where are webinars?
Hello I'm new to SDP and I'm try to configure and use system. Could You point me to webinars like was for SelfService Portal last week? I have problems that: - 1/3 of my computers are detected as "CI Type" "Workstation" insted of "Windows Workstation" like others - in my opinion properly configured. - Scheduled network scan doesn;t work from scheduler - I need to update default currency from $ to PLN and few others.... Regards Slawek
closed request email with close_comments
Hi, We use e-mail notification when the request is closed. It would be nice to have close comments included but I cannot find proper variable in message template notification rule Regards, Michal
Be able the set the Mode from a Bussiness Rule
We use the business rule feature to categorize and set the priority of the requests being auto emailed into the Service Desk from our Network monitoring solution. I would love to also be able to set the "Mode" under actions so I can highlight that these requests wee created due to a system monitoring event.
Attaching SLA's to task
Hi team, I have created service under service category. In that service, I have attached 4 task. Those 4 tasks have different time limits. PFA image for your information. Is it possible to create SLA's as per task life. e.g. Lets say Task 1 should be completed within 1 day, if task is not completed withing given time, it should send notification to admin. same for others task as well. Please guide on this.
Making attachments mandatory
Can it be setup so that I can make attachments mandatory depending on my needs? I have a new hire template where I want to ensure that the correct business form is filled out and submitted. I have seen a few posts about this and that it is not part of the system yet but I would like to find out if it has been discussed or implemented. Thanks, Chris
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