Create date for Incident templates
I have a script that lists all of our custom Incident templates and their resolution: SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 Could this be modified to include the date the template was created?
ServiceDesk Plus 9330 Released
Dear Users, SDP 9330 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Mobile app Info Links for IOS and android apps are given under profile and admin section , available for SDAdmins and SDSiteAdmin. Issues Fixed in 9330: Vulnerability: SD-63275,SD-65316,SD-65524,SD-65525,SD-65593,SD-66578,SD-67996,SD-68298,SD-68387,SD-68390,SD-68391,SD-68392,SD-64424: Vulnerability fixed. Dashboard: SD-68259: Default widgets in dashboard
Ability to reset form
Feature request for users to reset a form back to blank. Ideally this would also reset any form/field rules.
Explain between Incident, Incident Request and Service Catalog
Refer the attached file, I would like to know that what's different Incident, Incident request and Service Catalog on SDP system? I knows the service catalog is kind the request new service such as install software etc. but I am not sure about the Incident and Incident request. Please assist me to clearly this.
Backup Technician Not Being Assigned
I have Auto-Assign Technician turned on. I have a Business Rule that assigns the relevant group to the ticket. I added leave for a technician 1 week either side of today and assigned a backup technician. When I create a ticket with a due date in 3 days, the Backup Technician is not getting assigned. The concept seems straightforward so I'm curious whether it's a bug or I'm missing something in the setup... Any ideas? Thanks
Report for all software showing on all PC's?
How can I run a report on Management Service Desk Plus to show all software installed on all computers?
Widget URL For Clock Dashboard
Hello All, I recent have subscribe to SDPlus and currently in deployment stage and have demand from IT business to have this clock in the dashboard as we are a regional company. Questions is how do I add it in as I have tried earlier and hit many errors as attach.
E-mail user when a request is resolved
I'm having a problem with users not receiving an email when a request is resolved. I have ticked the "E-mail user when a request is resolved" box under Helpdesk - Notification Rules, but no email is received by the requester. When a job is logged emails are received. I'm not sure why emails are not being received on a resolved job. Any help would be greatly appreciated. We are using ServiceDesk Plus 9.3 Build 9308.
request not updating
Hi, after updating the request by technician, system sends an email to requester but when requester replies to that email - this messages is not getting recorded in the request. also not getting where that mail is going. -We allowed only few users to raise a request by sending email. -Other normal users has to log on to the system and create new request. is by design or we need to do changes in configuration -Atul
Reference customers - network
Hi, we are looking into reference customers using SDP. We are a middlesized company (25 emp) on three different locations. We are looking into utilizing servicedesk the best possible way. Could it be there is interest in this in the Nordic - preferably Denmark area? What we are using servicedesk plus for is incident management. But on the longer term I could be beneficial to use problem, change management etc.. Please let me know if you would be interested in further talks and exchanging of ideas.
Request Views
Is there a way to delete all the views that arent used by any of the technicians to minimize all the clutter... I know you can delete the ones I have created, But id like to delete the default ones as well.
Not allow a reply to a ticket without certain fields filled in
is there a way to force certain fields to be filled out on a request such as technician, priority, etc before a technician can reply to a newly created ticket ?
Custom Trigger Support for MultiSelect Fields
Is there a roadmap item to support custom triggers for MultiSelect Fields? If not I would like to request this functionality
Helpdesk Customizer Status on Version: 9.3 Build 9329
I created a custom status under complete section called "Read Response". When i add a resolution and use the new custom status, it does not send email notification to the requester. How can a requester get an email notification resolution using custom status? Kindly, check the attached file.
Service Catalogue - Flexible SLA depending on field value
Is there a way to make SLA fexlible depending on field value? Use Case: Equipment Replacement Service If headset replacement, 2 hrs SLA If keyboard replacement, 8 hrs SLA if monitor replacement, 6 hrs SLA We want to manage this in a single service catalogue for called "Equipment Replacement Service".
Query - Top 5 subcategories used
Can someone help me with finding how to break down known issues? I believe the best way would be utilizing the category system and listing the top five subcategories used for the past month. Requirements: Requestor, Title, Description, date opened Only top five subcategories used, sorted by date opened.
Get the first glimpse of ServiceDesk Plus Beta
Dear users, The ServiceDesk Plus Beta is open for public and the same can be downloaded from here. In case of any issues / feedback please contact us at beta@servicedeskplus.com Please note that you may face some issues. We are in the process of fixing issues that were raised internally and also by the closed beta testers. After this, we will have a couple of testing cycles. We assure you that we are definitely in converging mode. Your feedback will help us to converge quickly for the ServiceDesk
Set up approval flow for service catalog
Hello Team, I failed to find a proper configuration to achieve this business requests Service Catalog A needs 3 stages of approvals Stage 1. Line manage approval Stage 2. Any of following - Mr. A - Mrs. B - Mr. D Stage 3. CEO Could you please help to point out how to achieve this on ME- Servicedesk Plus? Thanks, Eric
Forward request
Is there a way to change the information when you forward a request? Currently when we forward the a request the following information is sent: Requester, req. email, Due by time:, Category, Description. I would like to also forward the received date of the request and perhaps change the look and feel, so it looks like for example an Outlook forwarded email.
Exception while trying to send notification for the request
Hi, We get this error message intermittently during the day Exception while trying to send notification for the request. Su Versión : 8.2.0 Construir 8212
Service desk starting error
I using service desk free edition and when I start it have error same as below OS : CENTOS [root@DESugarCRM bin]# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /var/www/html/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Task Queue Query
A really general question. Has anyone created Task queues before and can you explain to me how to do this?
Incident template not showing additional fields on mobile phones
Hello, I've created some additional fields for the incident template. But if I open the ticket form from a mobile phone browser those fields are not shown even that they are mandatory. From my PC everything is ok. Any ideas?
Where to find Service Approvals List(s)?
Where can I find the Service Approvals List(s) table?
Where do go for ManageEngine support these days?
I've been trying to get some support for a SDP issue for the past 2 days now. I can't seem to get any tickets to get responses. Admittedly, I haven't called in yet. Used to not have to. So we have this black hole: https://pitstop.manageengine.com/portal/newticket - nothing ever gets touched there. then there is this one: https://desk.zoho.com/portal/meservicedesk/ticket - so far it's auto-closed a ticket as soon as I submitted it, added a chat transcript where no one responded and it timed out to
CustomTrigger - Passing Requester Email Variable
Hi guys, Not too sure if this has been addressed yet. I have created a Powershell script that gets triggered when selecting a specific field on a form. The script creates a user account and password and then emails it back to the ticket. I have successfully done this so far. However, I would like to pass on the requester email variable to the script so that the requester is notified of the username and password. I did some research on this and found out the same question was raised 2 years ago.
Scripts do not run when changing template
We are current running Version and Build: 9.2 Build 9221, however we have a test environment in 9.3 Build 9326 There seems to be a major difference in the way Field and Form rule scripts are executed in 9.3 compared to 9.2 To illustrate, I added a script that pops up an alert saying "hello" in one of our templates: In 9.2: Create New Incident. By default the Defaul Template appears. The script is not present in this, so nothing is expected to occur: Next I switch to the template with the script.
System Log Viewer Maintenance
Looking for a way to delete/maintain the system log viewer, I currently have over 3.3 million entries and it will take several hours to delete 250 at the time(max number of entries able to select). I tried clicking on "Delete All" and a few times crashed the server and the last time, seemed to be working but after several hours did not delete any record and system was unresponsive during this time. is there any other way to maintain or manual way to delete this log? ManageEngine ServiceDesk Plus
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Login screen SDP + Domain
Hello, why the login screen of ServiceDesk Plus is today in the upper left corner of the browser and not in the middle? and why it does not show our domain by default like always??
deletion of requests
hi, it is possible to delete requests. But is this only as administrator? Second question. is it possible to see in a log file that a request has been deleted ? If yes, where is this log located?
Auto Close Feature
I want to know if I can set the business rules to close a request automatically when a requester has not given a reply within amount of days irrespective when it is on-hold or open Similar to What Zendesk offers with the 'Bump-Solve' feature
REST API not working?
Since the last windowsupdate batch we are having problems with the RESTAPI. When I enter the following URL: https://sdplus.local/sdpapi/request/286618/ I get an error like this: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In server out-logfile I can
Self Service Portal - what is it and where is it?
A few questions about the self service portal: Is this portal available to people who aren't logged in? I.e available to the public to browse? If it's public access, whats the URL to access it? And where can I configure it per instance, I've been reading about widgets, but I cant find any of this.
Self Service Portal
A few questions about the self service portal: Is it available to users who aren't logged in? i.e can the public view FAQ's If it's public access, whats the URL? How do I configure it per instance?
Requester Report Access
Can a requester have access for the creation or generation of reports?
Add username to an incident
When creating an incidient I get some information about the requester: Posistion, Department and Phone number. Can I add an additional field (UserName=Windows login) to the fields that are showing?
Access to android APP
Hi, I am using free version with two techs. One tech have a normal login, the other has to be the administrator login, because when I try to add a new login it gives message of 2 techs already in use. That's not a problem for me, but it creates another that I wish you can answer me. I want to access to SD with mobile app, and for that I have to create an API key, for the normal user I can, but to the admin there´s no option to do that so I cannot login to the APP with the admin account. It's possible
How to consider collaborators' time in reports?
Good evening, dear community. Writing to you from Russia. Our company have ManageEngine HelpDesk. (If what ServiceDesk NOT PLUS (No servicedesk in categories)) System admins receive a salary directly proportional to the number of applications of Users. But there is a problem. Let's say SuperDirector wants to open a new office. He writes to HelpDesk. First the application is accepted by a manager, who buys equipment. Then he redirects an application to a man who buys a PC/Keyboard. And then this
Initial installation of ServiceDesk Plus
Hello I am brand new to this and about to get started. I am looking for any documentation as to best practices on installation. VM, Non VM, roles, features and services, ect. Small operation with me as the only user and about 44 workstations and a dozen phones.
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