What will happen when removing a technician?
I would like to remove a technician from technicians group. In the requests that this technician has been assigned, will technician name become blank or any other problem happen? Please let me know what will happen when I remove a technician. Thank you
Real difference between IT asset vs Non-IT Assets
Does both category requires license.
Custom actions for resolution
Hello, We are looking for a way to execute a custom action whenever a resolution is entered in a request. Example: once a value has been populated in the “Resolution” field, and a specific custom additional field has a certain value, another custom additional field should be automatically enabled. How can this be achieved? Best regards, Demetrius
Manually escalation trigger
Hi team, I have a case and need your help with proper solution. Scenario: Incident request was assigned to Agent A when he is on shift with Medium priority. But after that, he out of shift and impact is increasing. From requester perspective, we would like to allow them manually trigger escalation up to another agent (Agent B) who is working on shift to pick up and handle this incident ASAP. But we don't want to allow requester to change assignee of request. Could you please advise solution for us
Maintenance Windows for Change
Can we and if so how would we setup Maintenance Windows in SDP for Change Management? We have multiple departments using SDP and we want to setup some standard Maintenance Windows, for example the Server Ops Team might have Friday from 6:00 pm - 12:00 am to implement changed, they may not always use this time but if there are changes to be made then this would be when they would schedule the changes to happen. Is this possible? Or does this always have to be done with a Change Order?
Cancelled request rule
Hello, On our request closing rules we have set Work Log as mandatory field. We have additional request status - Cancelled. Is it possible to set automatic action: when technican resolve request and set status to cancelled, the Work Log is set and Time Taken To Resolve 0H0M?
Disable template field for requesters?
Hi Community, i got 2 service templates and each of them got 1 incidend template. If a requester open a template on a service the form is loading and on the top he can choose between the 2 incident templates. Is there a way to disable this selection? Thanks, Brian
Report with asset and relationship
Hi, In our organization there are many departments, with a tree structure. We need to get a report with all the workstations and persons that belongs to a department and the departments that are related to it. Thanks.
Self Service Portal Widget
Good Morning, Can you please direct me to where I can place an html file for it to be referenced for a Self Service Portal Widget? ie. https://servicedesk.mydomain.com/MyHTMLWidget.html I had accomplished this before and an upgrade of the ServiceDesk wiped out the file so now I am trying to replace it but I cannot find where to place it again. Thank You, James Leitz
ServiceDesk Plus how generate report WORKLOG TASK without REQUESTID
I cant find solution how get data - worklog for task, which are not assigned to requests. Go to custom report module in serwicedesk make reaport (below) export table to excel for column TIME SPENT please use this function "=XX/(1000*60)" where XX its your column with TIME SPENT for column STARTTIME and ENDTIME use this function "=xx/86400000+DATA(1970;1;1)" where xx its your column with this data after gets results please convert column - view date from content cell done, select wochar.workorderid
Take the ServiceDesk Plus annual customer survey now
Hi folks, We're running the ServiceDesk Plus annual customer survey 2017 to get your feedback on ServiceDesk Plus, and to understand how it is used in your organisation's IT. The survey covers various aspects of ServiceDesk Plus including product usage, your experience with our support team, and new features you'd like to see in our upcoming releases. Please take 10 minutes of your time to take this survey. Your response will help us improve the IT service management experience that ServiceDesk
Approver's name instead of email
Is there a setup that would display the approver's name instead of their email in the Approvals tab?
Advanced Search Option for Change Module
The advanced search option would be very helpful within the Change Module. Can this be added in the next release? This is helpful for anyone monitoring/managing Changes. Provides ability to search using date field (current single search does not permit). License Info License Type = Registered Product = Enterprise @Database Name = Microsoft SQL Server@ @Database Version = 10.00.5538@ @Current Build = 9322@ @32 / 64 bit installation = 64@ @Zone = America/New_York@
Columns in custom reports are not in alphabetical order
Product: Service Desk Plus Version:9323 Module: Reports Decryption of problem: When we creating new custom report using report modele and wizard on step 1 in Available columns they are not sorted in alphabetical order same in step 2, advanced filtering and step 3. It's hard to find something using those long list if you don't know what is proper name. It would be great if you could improve that. It don't look good right now :/
Add solutions count by category/topic
Please add a count of solutions next to the topics in SolutionsHome.do so we can quickly see the number of solutions within a topic/sub topic. See attached example.
Resource - Text Box
I want to be able to add a text box to my resource section of the template. Basically I want the hiring manager to see the standard software installed on the computer. How can I do this without it looking like a question or requiring check boxes?
Return an Item in a PO
We returned one item for a particular PO. I am unable to take it off the PO. I used the edit feature, but it will not let me change the quantity to zero. How do I resolve this?
SDP Scheduled Reports do not run
Hi, I'm having an issue with scheduled reports where i can set up a schedule, it shows when it is supposed to run, but they do not ever run on the schedule. They may send one time, but this is it. Running 9306.
Duplicated Automated ticket creations coming in from email, due to communication during troubleshooting
I have a problem and want to publish I here to see if anyone have this problem at their company and how did you go about addressing/fixing the problem. The problem: As a process we are having customers send an email to the 'Helpdesk'. Once the email is receive, a helpdesk ticket is created within Service Desk Plus. But if further communication is done (via Outlook) and they decide to CC'd the 'helpdesk email', Service Desk Plus receive that email and creates another ticket...and this could be multiple
Regarding Supported Language
what language is supported? Can I change the Language into Japanese after installing by using the latest update module from this site?
SD+ on new Server
Hi, A few weeks ago I installed SD+ on a new server for testing purposes and it worked fine after some tweaking. I then went on vacation for a few weeks and when I arrived back today, the web link on the server is saying the page cannot be displayed. I checked the services, etc and they are all up and running so I'm not sure what could be causing this issue. Can you provide assistance? http://localhost/HomePage.do?SkipNV2Filter=true
Technician Out of Office
Hi, One of my technicians asked the question whether there is a way of letting a requester know that he is on holiday if they reply to one of his open calls. I can't find this feature in SDP. Does anyone know if this is at all possible? Thanks, Mike
Feature Request Security Incident Tab for ServiceDesk Plus (Both On-Demand and On Premise versions)
We are having to log more incidents and do investigations for Security Incidents. This can be anything from a Breach, Malware or Virus. Which can also come from internal (USB, CD, etc..) or external such as an email. Each incident needs to have a log and a timeline that can be assessed. A report has to be done and lessons learned also. What I am proposing is a way for users to report in a normal fasion to the ServiceDesk as a request then we as the Technicians can turn that request into a Security
Solutions Enhancement
Hello I have a few suggestions for the Solutions Module: 1) Mark Solution as Inactive/Deprecated instead of deleting the solution. (This could work with feature request 'expiring' solutions too, an expired solution would be flagged inactive) 2) Link a solution to an asset or service from the service catalog. Regards, Antoine
ServiceDesk Plus 9325 Released
Dear Users, SDP 9325 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9325: SDF-68773 : ServiceDesk Plus now supports deploying Desktop Central's User-defined Configuration templates from your request window. Behavior change in 9325: Steps for installing or uninstalling software applications using Desktop Central Software Deployment feature has now been simplified. Please refer to the below link for Issues
Allow technicians to select template when editing Requests
Currently if a user submits a request through the catalog using an incorrect template we have to convert to Incident then convert back to Request to select the correct template. Given that regardless of how much one attempts to educate end users there will always be that human error factor, would it be possible to add a template selection pick list when editing Requests, similar to the one in Incidents? Thank you
ServiceDesk Plus home screen for requesters
My ServiceDesk Plus screen shows a home screen with an icon that reads "Submit your Request", which takes the user to the default Service Request screen to select a service or incident template. However, on one youtube Demo I saw two links, one for Incidents labeled "Report an Issue" and another for Service requests labeled "Create a New Service Request". How can we configure ServiceDesk to show several links in the home screen with custom defined labels?
Task Interface Across All Modules
Most of our projects, changes, etc. use many tasks and checklists (100-200 is not uncommon). There are two restrictions in working with tasks that I would like to request be improved. First I would like see the restriction from 50 tasks per page be increased to 200 or 250 like many of the other grid displays in SDP. I love the interactive grid interface when working with tasks. However, if I use the interactive grid to change a field value, the grid returns to first set of records in the display.
How to delete "Model" from ServiceDesk Assets
Added a model and forgot to change it from desktop to laptop and I either need to modify and change it or delete it so I can recreate. What steps do I need to do to make this happen. Tks Mark
Approvers automatic e-mail
We have a bunch of forms that goes through more than one approver for us to go ahead with the request, I can change the email in notification rules but is there a way to have more than one for different approvers?
Need Report showing Specific Created Time Range
The Advanced Matrix Report doesn't allow me to filter the time range I want to see. The Create Time format only allows yyy-mm-dd format and if I run that I get everything and have to manually take out what I don't want to see. I was exporting to CSV format and changing the custom row format in Excel to m/d/yyyy h:mm AM/PM. Unfortunately, since the latest update in ServiceDesk Plus, all the times are showing as AM except for 12:00 PM. I'd like to create a report that shows all incidents/requests created
Change order of fields in "Asset Details"?
Hi. I might be stupid, but how the heck do I change the order of fields in the form for adding new Assets manually? In the screenshot I provide I want to change the order of the two fields marked. (I've looked under "Edit Configuration Item Type" but Asset Details doesn't show up there. )
Search showing no results
After upgrading to 9325, I attempt to search for a user in our Asset module and it shows with no results. To clarify, previously it would say "No results found for (insert search term)." Now it just shows a blank page with the top drop downs. I performed the search against myself which i know i have assets assigned to me. Is this a known bug? Is there a work around?
Issue editing a workstation
Does anyone else have this issue. I tried to submit a ticket but no one has responded to the ticket. When you try and edit an asset(Workstation) the "Model" is not retained. This is a required field so if you make a change to the asset it wont let you save it unless you put the model back in. Please see the attached files for an example. This only started on version 9.3 Build 9323. I have upgraded to version 9.3 Build 9324 and it did not fix the issue. Database PSSQL I have cleared the the cache
Scripting Incident Status Changed Comments Field
I am trying to script adding a note to the ticket when the status changes to on hold and include the status changed comments field. I cannot locate the status changed comments. Does anyone know how to reference it? Thanks.
Change Web Title
Hello. I would like to change the title of the web of Mange Engine. I can't find the file on the server where I should make this change. Thanks for the help. Regards
Request closing rules being applied even though the field is not visible on the template
Hello, We have been requested to replace the incident additional field "A" on one of our incident templates with the incident additional field "B". In order to retain the values for the existing requests (for reporting reasons), we have hidden and non-mandated field "A" using field and form rules (as deleting the field would also delete the field values for the older requests). Unfortunately, the system still seems to apply the request closing rules for field "A", even though it is not visible on
Is it possible to search and report on the text in notes?
Hi all, Anyone tried this? Regards
Daily scheduled report
Hi All, I am very new to this tool. I want to have few report which will run everyday. 1. Report to show all open ticket (list of open tickets to particular support team everyday) 2. Report to show inflow (list of newly assigned ticket to particular support team everyday) 3. Report to show ticket closer (list of tickets closed by particular support team everyday) Can anybody help me here how can I get these reports? Thanks in advance.
Widget to show inflow per support team
Hi there, I want to have a widget which will show me the inflow of tickets per support team. Is there any such widget available. Please suggest! Thanks is advance.
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