Form rule to check entered value
Hi, We need a FFR to validate if the entered value was already used on older requests
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Create 2nd request when 1st request created
Is there a way to auto create a 2nd request when the 1st request is created? I know you can link and duplicate requests but this doesn't apply; I would like to auto generate the 2nd request when the first one is created. Have templates for both requests.
Clear a date field
Once a date has been selected for a request, task, project, change, etc. there is no way to clear/delete that date. The only way that I can do it is by editing the record in the database directly.
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
Disable open requests by email
Hello to all, is it possible to disable in SDP that requesters can open requests by email? Thanks in advance
Reporting
Hi Demetrius Please assist. The highlighted (attached screenshot No.1) is the requesters information and I can pull this information on the report. I can’t seem to have a column for Job Title highlighted in green, how do I come to add it on the report side? I want to have Job Title on the report as I have Department and Site, Please refer to screenshot No.2.
When user reply to request, a new request is created instead of merged into original request
Hello We updated to Servicedesk Plus version 9320 a couple of days ago. And ever since we have gotten at problem. When users reply to requests a new request is created instead of added to the original request. We then have to manually merge the request into the original request. It worked fine before the update. Just to be clear im not talking about closed requests. Anyone experiencing the same problem? Martin
Servicedesk Plus should support Multi-factor Authentication
There are a number of reasons and tools to implement Multi-Factor Authentication for Servicedesk Plus. Often times end-users must include sensitive information or screenshots of sensitive information whether it be intellectual property of the business (IP), personally identifiable information (PII), or credentials for systems when requesting support for technicians to effectively resolve an issue. Having only username and password authentication to a system that is likely internet accessible thus
Task Owner
Is there a setting in Service Desk that a requester can create a task or assigned as task owner?
Dashboard Customization
Dear Users, We are currently working on enhancing the dashboard section in ServiceDesk Plus.The rough screen shots is available at the end.Kindly provide us your suggestions . Dashboard Customization: With Dashboard Customization, users can customize the widgets that needs to be displayed in Dashboard Tab of ServiceDesk Plus. Users can add widget from external source iframe(widgets from external applications) or the chart of report(from Reports section). Reports having chart will be made as widget
Query all reports running / scheduled reports
Is there a way to find out who is running a report at a particular time and a complete list of all scheduled reports? Some users are creating reports and running which is causing java to use over 75% of CPU on our server and causing performance issues or crashing. I want to find out who these users are or at least be alerted when a report is using too much java. Any help would be appreciated. Rich
Timestamp Conversion
Howdy, I am populating the "scheduled start time" of a task based on a date field in the parent request. I'm seeing a weird behavior where the unix timestamp doesn't always produce a good date. For instance, one ticket had a timestamp of 10/02/2017 3:40pm. That translates to 1506958800. However, when I plug this into the scheduled start time for the task, it gave me a weird date of "1/18/1970 4:35am". I did some playing around, and adding 000 to the end of the timestamp seemed to get it to the right
Community
Community is showing blank in our ServiceDesk's Production site and Test site.
Reprort (time spent)
How can I include Template type or Requst Type to a time spent report
Report from Projects module?
How can I create a report of open Projects which includes this information: Project ID, Title, Priority, Owner, Milestones, Tasks and Dates? (using SDP version 9212, PGSQL) Thanks much, Mark Price
Authentication server changed, no forwarded emails
Since we changed our Authentication server, emails are no longer forwarded to our support email account. Current version is 9.2, build 9217
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Can Service Catalog templates be Site limited?
IS it possible to say that a template in the Service Catalog is only visible to requesters and technicians assigned to Site X?
Sample User Manual
Hi guys, I'm about to create a user manual on how to use ServiceDesk for internal Technicians, appreciate a lot your inputs or ideas and even the user manuals document if you have. Even a sample link would be very helpful. Thanks in advance :)
Lerner for Service Desk Plus Solution. Please help with self learning path for SDP
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
ServiceDesk app not starting after installation. Error starting PostgreSQL server
Hello everyone, I hope somone can help. I just installed the free version of ServiceDesk on a Ubuntu 16.04 machine. While the install seemed to have gone through just fine, it does not start. When running the ./run.sh script, it ends up with this message: Server is starting. This may take a couple of minutes ... Free edition... Trying to start PostgresSQL server failed Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details I cannot figure out
Learning path for Service Desk Plus Solution
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
CI Types not all shown in Configuration Item Types
Hi We have our laptops under a CI Type called Laptop under Workstation. Laptop does not exist in the list of Configuration Item Types, as the Laptop heading was duplicated at some time then deleted. I think that the duplication of Laptop has forced the non-existent Laptop records to adopt the CI Type of Workstation. Our list of Configuration Item Types is out of kilter with the list shown under CMDB. in CMDB Workstation Windows Workstation Laptop - where our laptop records are with CI Type
Merging Scanned Software Names?
HI, When I update a product with a patch, for example Adobe Acrobat DC, sometimes the display name will change causing a new scanned software to be detected. eg, Adobe Acrobat DC (2005). This causes havoc from scanned software and license agreements. Is it possible to merge old and new scanned data together. Or have alias names for software?
DNS setting passthrough
Hi, Is it necessary to restart the server or service after changing the DNS setting in the AD-passtrough settings? We need to temporary change the DNS and i want to avoid downtime for SD+. Regards, Alexander Nordin Region Halland
Deleted Tasks
Is there any way to restore deleted tasks? We have a technician that deleted several tasks of other technician. And how can we limit the users who can view certain tasks?
Is there a way to add incident additional field in mutliple incident templates or services.
Hi Team, I would like to know if there is any way to add incident additional field in multiple incident templates or services at one go in all. As I have multiple services/incident templates where I need to drag and drop the same additional fields manually one by one for each incident template / service. _J
Responded date and API
Is there a way to set the responded date on a request by using the API?
Get task ID from ticket request
Hi, how do I get the task ID from the ticket request using the REST api? I would like to close a task using the api but need to get the task ID from the ticker number.
CI History for a Requester
Dear Team, I am unable to view the CI history for any requester in ME SD Plus. I have provided the screenshot of a specific requester who in the relationship section shows the devices that are currently assigned to him. But, in the history section, there is no mention of any current or past CI assigned to this user. Please help.
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How to generate report of statstics of user ratings for tickets.
I want to generate attached report automatically from SDP. But the default option doesn't provide the Satisfaction Rate in %. Please provide me custom query which can provide one more column and calculate the Satisfaction rate in % when ratings is poor and very poor.
Servicedesk Production server Crashing.
We had just recently upgraded to 9324 after we had tested this version on a test server I have set up and everything was fine (though that server only has 5 technician licenses so I can test a full load) Recently (and before the upgrade as well) Servicedesk has been crashing. Originally I was seeing: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ) So I added min and max pool size with the max being 350 yesterday. Today it crashed again but i am not seeing that error.
Import samaccountName for Manager Field from AD
So I created a manager field for importing requesters, but it keeps coming back with the CN instead of the samaccountName, which I guess is the default for that field when I pull it up in powershell. I've tried various powershell scripts, but fairly certain
On Behalf field
Hello im trying to view the On-Behalf Of, field in the new incident default template. I connected to the DB , using this command psql.exe -U postgres -p 65432 -d servicedesk -h 127.0.0.1 after being connected to the database i ran this command too update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD But nothing appears on the new incident template, also i have other questions regarding this function how i can open an incident for another users even if he is in another
Limit Reply Template to specific Technician / Technician group?
As caption, is there any way to limit the Reply Template to someone because we may have more than one Team to reply different incidents? Many thanks. SDP: 9321 / PSQL
CMDB : Need a more concise Relationships view
Requesting CMDB Relationships view improvements that would increase the usefullness of the visual data, making it more concise and understandable at a glance (would drastically increase the buy-in of those who have been told they must use it as their first complaints are about the value of such a crowded view). Specifically Relationship view options to hide certain software types so that only software you specify will appear in the view (i.e. Enterprise solution software is all we care about seeing/maintaining
Custom task view
Hi, Is it possible to create a custom view for tasks, similar to requests custom views.
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