How to copy/duplicate project with milestones and tasks?
How to copy/duplicate project with milestones and tasks?
Custom audit report
Is it possible to have a servicedesk plus audit report for assets changes by technician? Specifically, I am adding an inventory management group and I want be able to report on the changes those technicians make to assets. Ideally the report would run nightly for that day. The standard asset change audit report shows a bunch of scan changes that I dont need to report on. SDP build 9330, PostgresSQL
Report for survey response rates per user
I need some help building a report that outputs survey response rates per user. Also could be helpful to have survey response rates per department.
Report to show Survey Response Rate per requester
I need some help building a report that shows survey response rates by requester. Might also be helpful to see response rates by department so we can see what departments/requesters are unlikely to respond to surveys we are sending out.
Is there a way to run a report for all Incidents/Requests created between certain hours?
We have a 2nd Shift group that works from 4:00 pm to midnight, but the Technician changes all the time, and that same Technician would also work 1st Shift the same week. We need to be able to report on all tickets (Incidents/Requests) that are created just during the 2nd Shift. This report would need to be run adhoc upon request for certain date ranges. Is there any way to do this?
Back end Database
Hi, We want to look at some fields in the SD+ Database - for example, see below: SELECT wo.WORKORDERID "Request ID", pd.PRIORITYNAME "Priority", aau.FIRST_NAME "Requester", dpt.DEPTNAME "Department", FROM WorkOrder wo, PriorityDefinition pd, AaaUser aau, DepartmentDefinition dpt So the fields would be things like WORKORDERID, PRIORITYNAME, etc. Can you advise where on our ServiceDesk Server that I can find the database?
REST API via PowerShell - Need example for adding attachment to Task
I am able to create Tasks and add them to a Request. What I need help with is uploading an attachment to a Task using Invoke-RestMethod in PowerShell. I can work with the API Documentation tool in the Admin tab to upload an attachment to a Task but it doesn't show the information for the multipart boundary information for the attachment so that I can replicate it in the Invoke-RestMethod call. Anyone have a PowerShell example out there? Thanks.
Hide Attachments?
Hi there, I have to send emails to outside help desks for my clients. I don't want my clients to know who I'm contacting on their behalf, so I don't ever let them see my emails unless I edit them. For tracking and historical purposes I want to include my emails in the ticket as an attachment. The requester can see that attachment, this is undesirable. Is there any way to hide the attachments to not be visible to the requester? Thanks in advance, Lou
How to disable solution auto suggest in acknowledgement e-mails sent to the users?
Just noticed acknowledgement e-mails to the user contain suggested solutions and link to them. How to disable this?
Release Schedule update
Is there an update on the current release schedule? The SDP roadmap was last updated in october last year and I'd like to know when 'conversations in change requests' will be available? Kind Regards Michael
Request Filter, set as default?
I have a custom filter for requests, is there any way to set it as default?
Service Request - Task select to perform script
Is there a way if a certain resource value in a service request is selected to create seperate ticket with prefilled information in it?
Additional AD Import fields
We'd like to see additional fields added to the AD import options to add a location/workspace item. We tried to use the business impact field but it's already mapped to the Request impact field. We don't use the Employee ID field but this field is not an available import option. I'm sure others may have similar requirements.
Ignoring Certain Assets for scanning
Hi, Is there a way within ManageEngine 9.3 Build 9326 to ignore assets with certain status's within our network scans? Many Thanks
Site is not appear importing from Active Directory
Dear Sir, When I import the user from active directory, Site is not included. I put the office field in active directory "site name" which is already created in MSP. Other fields appear in requester such as mail, phone, department except site. Please help me how to do to appear site ? Thanks in advance.
Reply templates for service requests
Am I right in thinking that additional fields on service requests are not available for use in reply templates? When I say reply templates, I don't mean the ones under Organisational Details>Notification Rules, rather the ones under the Helpdesk>Reply Templates section. If this is the case, are there any plans to add (remedy) this?
Dynamic Topic Add
We'd like to see the ability to dynamically add a new Solution Tree topic when creating a new Problem workaround.
Help Desk Product Transition
Good Morning, We are new to the Service Desk Plus community and are in the process of transitioning from ServiceAide's Cloud Service Management (Formerly CA CSM) to ManageEngine's Service Desk Plus. Has anyone here gone from CSM to ServiceDesk Plus? I believe this is our third move of this type. May I ask, for those that were in that position, what have been your pain points? What data, if any did you bring from your old system to the new? What tips can you give us for when we start setting things
Make time "Time taken to resolve" a mandatory field when creating a work log
At present it is possible to create a work log without actually entering any time spent. Is there any way to make this a mandatory field? Alternatively is it possible to make the "Time taken to resolve" field default to 15 minutes for every new work log created? Thanks, Roy
Conversion from ServiceAide ServiceDesk to ServiceDesk Plus
Good Morning Everyone! We are new to the ServiceDesk Plus family. We are transitioning from ServiceAide's Cloud Service Management (formerly CA Cloud Service Management) to ServiceDesk Plus. This isn't our first time in transitioning from one product to another, but we wanted to reach out and see how others have done this. What were your pain points? What data did you pull from the old system to the new (if any)? Has any of you gone from ServiceAide's CSM to this one? What are you seeing as benefits?
Custom Reports
I am having troubles creating a report based off of a custom field. The field has a yes/no answer and I need to count all of the yes answers.
Business rule to auto assign support group
HI, I created second support group - groupB, now I want when requester create new ticket and if it choose category let's say HR - suman resources, then this ticket shoul auto assign to support groupB. So I created business rule: if category = HR then put in group groupB But when I create new ticket using WWW and choose category HR, this ticket does not have any support group assigned. What I do wrong?
Popup message when selecting priority
Hi, In the request module, we have set up the Priority field with values of 1-5, where priority 1 is the most critical value. Is it possible to configure a pop-up message that shows a description/warning when technicians choose Priority 1 or 2? Regards, Alexander Nordin Region Halland
Add Approvals and Tasks to Request printout
I'm sure this has been asked before, and I'm almost positive I requested it several years ago. But, when printing out a request, I really need to have options to display Approvals and Tasks. We get audited frequently and our auditors are constantly asking us for printouts of requests and they need to see the approvals tasks. What we end up having to do is simply take multiple screenshots of a request, paste them into a Word document, then email the auditors the Word document. It's a lot of work for
Problems when defining roles, referring to permissions on the requests module
Hi all. We are experiencing problems when trying to define permissions on the requests module, when configuring the Technical roles. The role we try to define is that of a technician, who should be able to work on his requests and those assigned to any of the groups to which he belongs. A kind of technician only operative. For our definition, the technician should be able to visualize, reply to the requester, generate tasks (if applicable), and finally resolve the request. But he should not be able
Rules does not work after form submission
Hi, I have problem when a technician want to edit a request after submission. In this situation, when edit request in request detail tab, he/she should fill unrelated fields in form that have hide based on rules. rules does n't work after submission request when we want edit request. Regards
Approval re-triggers on request change. How to disable?
Hi, We've configured an automatic approval on an SR, but after the SR has been approved, we need to add info in the SR. When we edit the SR and add the last info, the SR goes back to Pending Approval, and new approval requests are sent out. Is there any way to keep former approvals, even if the SR is edited afterwards? /Rasmus
use the system for "rental" and follow up
We are frequently lending out equipment and are looking for a good system to do so. As all our equipment is in the asset list already, we wonder if anybody already has somehow done this with SD+ or are using a third party tool/system linked to the assets when checking out and back in?
Forward History does not show in request history
Hi, I could not see Forward activities history in Request detail history. However Reply history is visible in Request History. What is problem? Regards Hamid
Dont create database in Analytics Plus after update
good afternoon sirs sorry for my scratched English but I came across a situation in the least strange after applying the recent updates of service desk plus and analytics plus, what happens and now the database is not created in Analytics Plus, then I followed the steps that I found I found in the forum "update zohoreportsconfiguration set param_value = null where param_name like 'DBID'; "and then restarting Service Deskplus to try to solve the problem, but it is still not working, I also tried sending
Form Load Doesn't Works While Changing The Template
Form Load Doesn't Works While Changing The Template, But Works When Loading Full Page.
Mobile Connection Issue
When i try to use the app SDP from any mobile on my network appears the error attached. I'm using in SDP the ip address 192.168.10.4:443, it can be a problem with the port? Thank's
FOS Service
I have an error while I am trying to FOS service for SDP. all the steps are correct and I am stuck in the step "Mirror Installation : Invoke <SERVICEDESK HOME>\fos\mirrorSetup.bat <machine2-name/ip> - pass the machine 2 name or IP as parameter" the error image is attached. please help me thanks
How to set additional fields when adding worklog via REST API
I can successfully add a worklog entry via the REST API in a powershell script, but I'm having trouble setting the user defined fields. My input data looks like this - I'm trying to set the second character field we've defined. Is UDF_CHAR2 the correct name to use? UDF_CHAR2 is never set, while everything else is OK. $inputdata = @" { "operation": { "details": { "worklogs": { "worklog": { "technician": "$($task.Fields["Assigned To"].Value)", "description": "$($description)", "workHours": "$($hours)",
Email notifications (Emails to Notify)
Is there a setup for the email notifications to only be sent to the emails listed in the Emails to Notify field when the request is approved?
Service Catalog add-on
Hi, We are considering buying the Service Catalog add-on, so that we can get custom icons on the service categories, and the Editor feature on requests. But in order to use the Editor feature (https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html) the incident template needs to be a Service under Service Categories instead. Now, we have about 60 Incident Templates. I would hate to re-create them all over again, as they have a lot of field and form rules etc. Is there
Portal Customisation, Not very Customisable
Why is the portal so bland and unable to be customised? I would like to have more control over the portal so I can deply it to our users, as it is, it does not look very nice at all. Even when attempting to build field and form rules you hit road blocks you just shouldnt hit, example: I want to hide some fields, including the 'decription' box as I have created custom fields that asks all the questions I need when a user is submitting a request. But I cannot hide the description field? (see attach1)
Pop-up will not go away
Hi there, Sometimes when we hover over an SR and the pop-up appears, when we move away from the SR the pop-up stays and will not go away unless we refresh the page (see attached screenshot). Is this a system fault or is there a fix for it?
Editing Vendor information within Contract Module
Anyone tell me how to add additional information or update information for a Vendor that was created within the Contract module?
Community
Anyone else keep losing visibility to the Community from within the app?
Next Page