ServiceDesk Plus 9311 Released
Dear Users, SDP 9311 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9311 SD-67015: In SSO enabled environment, technicians are not able to access API after upgrading to 9310. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Better, Richer SDP e-mails than what Rich Text and Plain Text can do....
I'd like to be able to have something better than the Rich Text or Plain Text options when SDP sends a response to the user who opens a ticket, when a ticket is closed, etc. I feel that the current way is unprofessional. I'd like to be able to add images, colors, and other formatting that will spruce up the automated templates that are sent out. If this isn't currently possible, is something like this in the works to bring it to us in a future release? Thanks...
Drop Down Menu
Hi! Is there a way to create a drop down menu on the main requests page for columns other than Group and Category? We would like to sort our requests more easily and if we could have a drop down menu available on this main page, it would make our jobs significantly easier and more efficient. Thanks! Kelley
Assets Home page
I think the Assets page (/InventoryHome.do) could use a little upgrade. The first thing you get to see is "Scan Summary". The scan is a means to inventory the assets but is, in my opinion, less important than the assets themselves. So this information should be at the bottom of the page, below the "Asset Status" block. Also, it would be great to add the Asset Dashboards to this page, to have a quick overview of assets. Attached is a draft picture of my suggestions.
running reports ERROR
Hello. When I try to run a report I get the following error: we are sorry. The report can not be run, since a report generation is already running for this logon. Because of that I can not make new reports. I have closed the session and rebooted machine. Is there any way to cancel this report generation?
purchase request for requesters
Hi, Is it possible to give requesters access to the purchase request modul ? And, is it possible to automatic create a PR from a service request that is created from a request catalog ? Thanks in advance!
Projects Custom fields
Is there any way to do a custom fields in the projects module? Thanks~
Replies to requests disappearing when 'Send' button clicked
Hi For a while the occaional reply to a request has been disappearing down a blackhole. I reply, the reply window closes as normal, the browser window the request is open in refreshes as normal, but there is no reply added to the conversation, and no email is sent out to the recipient. If you then do exactly the same thing again the reply sticks & the email is sent. Today I have had to make every reply twice. The first one disappears, the second one works. I have restarted the server - No improvement.
ManageEngine Servicedesk Agent
Hello, Does the ManageEngine Servicedesk Agent work on all types of Operating systems?
Unable to send email from ServiceDesk Plus (unable to find valid certification path to requested target)
Hi, Getting errors while trying to send email notifications. The account used is an Office 365 account and confirmed both username and password are correct Logs are in the attached txt file I have also tried to perform the steps in the below link https://forums.manageengine.com/topic/could-not-find-valid-certification-path-to-requested-target Does not seem to work, perhaps it only allows to mail fetcing? Regards, Toh Chun Zheng
Request Catalog
Hi, I have problem with Request Catalog. when I create a request Catalog with workflow the notifications for Supervisor , They are Received the junk box instead of entering to the inbox. Kind Regards Edson Silva
Eport information of Requester
Dear All, Can I export information of Requester: LoginName, Password on old instance to import into new instance. If yes. Could you please give me the script to execute? Regards, NAM.
Stop reports from old manager
One of our management team had created some daily reports in ServiceDesk Plus for himself. He has since left, and we recently disabled his email and now his reports are bouncing back to the helpdesk email account. I've looked though and been unable to find the report to delete it. I have a similar issue with Desktop Central, but will open another question in that forum as well. Any help is appreciated.
Quick Create customization
I am trying to make it possible to utilize the quick create - new incident function for my team. I was curious if it is possible to customize the options on here? I would like to add the option to add technician and maybe a few other drop downs if possible
iOS Tasks Error
Hello Help Desk, Attached is an error message we receive when trying to view tasks from the iOS application. We used to be able to view these, but now we get this error. We've tried the following troubleshooting steps: Restored the iPhone. Deleting and reinstalling the app. We're on build 9307. Thank you!
Does anyone use the calendar in SDP to indicate who is on call?
(Edited this post) Hey all, I'd like to use the calendar in SDP to create one week blocks indicated on-call. I understand you can set leave types via the Schedule tab. I created a custom "Leave Type" called On-Call and have been using it for the past couple of months. This is sloppy, however, since it is technically a "leave type" and not a purely informational field. My feature request is this: I'd like the ability to add a purely informational "Leave Type" or status which doesn't
Delete a technician email - Service Desk Plus
Is it possible to delete a technician email from a conversation thread in Service Desk Plus? We have a case where a technician replied to a user from within ServiceDesk with content of a confidential nature, and we need to delete the email so that other technicians are not able to view the content. I know that we can delete an email from a user, however it we only have options to resend or forward emails sent from a technician. Any assistance would be appreciated. Regards, Kylie Ware
ServiceDesk Plus 9309 Released
Dear Users, SDP 9309 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9309: SD-66745: Subject of a Request gets hidden in the reply window, if the sender's e-mail Id is configured to a support group and the Request is assigned to a Technician in that Support group. SD-65802: Resurfacing of this issue in 9308 (which was fixed in 9305), Automatic status change configured based on Request Status Scheduler
Can the ability to add attachments to a purchase request be added?
We need the ability to add attachments to purchase requests in order to include quotes in the request. This would allow the technicians to request purchases totally within SDP and not have to email quotes externally. Thanks Steve
General Document Storage
Is there s good location to store general docs and spreadsheets that contain company policy, training documentation or other important info that is not specific to a ticket and or request?
approver's name & email
Hello. please help. I need to include in this query the email address and the name of the approver of each of the requests. SELECT "wo"."WORKORDERID" AS "ID de la solicitud", "rtdef"."NAME" AS "Tipo de solicitud", "cd"."CATEGORYNAME" AS "Categoría", "scd"."NAME" AS "Subcategoría", "wotodesc"."FULLDESCRIPTION" AS "Descripción", "appStDef"."STATUSNAME" AS "Estado de la aprobación" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderToDescription" "wotodesc" ON "wo"."WORKORDERID"="wotodesc"."WORKORDERID"
Schedule Status Change
Hello, Is there anyway to email the status change comments to the technician upon the scheduled status change? Also is there anyway to not have the scheduled status change send an email at all? I have two groups of people one wants the email while the other don't. Thank you, Eric
TLM V2 issues with Service Desk plus
Greetings We have been running ServiceDesk plus for a number of years but have run into some issues following a DC upgrade to Server 2012R2. We keep getting NTLMv2 authentication pop-ups when accessing the SD+. We have a mixed environment and so our Lan Manager security settings are set to LM & NTLM with NTLMv2 if negotiated. We have been attempting to troubleshoot this issue with Manage Engine with no luck, excerpts from some of the most pertinent logs below if anyone has any ideas. sso log: HttpSecurityService:
Change Resquest
Hi, when I create a new change request the State Subimission just show me . Subimission -> Requested , Requested for information and Submitted for Authorization Planning - > Planning in Progress For otheres state also. The Accepted and Rejected not show me in change template . The Accepted and Rejected stay disable. Review the configuration state and status is ok . but I add new members in the workfolw Kind Regards Edson Silva
Add in Option to Close Call by Technician other than Assigned To Technician
Is there an option to have a drop down box that you can close off a call by a different Technician than the Technician the call was assigned to? We have a situation whereby 99% of our support calls are assigned to a generic technician i.e. Helpdesk but depending on who is on the Helpdesk that particular day the call itself will be closed by another Technician. We want to be able to run reports that show who closed off the call as presently it just shows that ALL calls are closed by the generic
Pending Request Menu Problme
Dear Manage Engine Tim, We had a problem with the pending request menu, Where pending requests appear to the user (called Noventi Febrina) only 1 ticket. If I see from technician, Noventi user has more than 1 pending request, with this I attach capture. We use SDP v 9.0 Build 9046, using MySQL Please help for this problem, Thanks for your help
Change Calendar view
How does the calendar view work for Changes? Which fields are required for it to show on the calendar? Is it just Start and End date? Will the Change stay on the calendar once it's closed like a historical record? Will all changes show on the calendar or only certain ones? Thanks
Open a ITServiceDesk Ticket using REST API
Hi, I am trying to open/list/filter out ITServiceDesk Ticket using REST API in Java. I understand, I have to pass TechnicalKey for authentication. What type of authentication I should use? Thanks Rajan
Tasks
Is there a way to get a notification when a task that is assigned from one technician to another technician that the task has been completed?.
Tickets Over 100 Days Old Report
Please can you supply a MS SQL Report that will allow me to list all tickets over 100 Days old? It would need to be the same as this report which shows 25 oldest tickets but showing ALL tickets over 100 Days old :- select Top 25 wo.WORKORDERID"Request ID", LONGTODATE(wo.CREATEDTIME) "Created Time", aau.FIRST_NAME "Requester", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", DATEDIFF(day, dateadd(s,datediff(s,GETUTCDATE() ,getdate()) +(wo.createdtime/1000),'1970-01-01
Grant Technicians ability to view all changes
How do I grant all technicians to see all change control tickets? At the moment, technicians can only see changes that they have a role in.
Add Change Module to Standard License
Hello, How would I be able to add the Change module to out Servicedesk? In the 9303 Update notes it says: SDF-58913: 'Change' module has been provided for Standard and Professional trial editions." Is there a switch somewhere to enable this Change Management in our Standard license?
Report of the form and field rules for my service request templates
I have been able to get reports that list all my service requests grouped by category, but now I want to take that one further and list various template attributes. In this case, I want to list all the field and form rules defined for each template. Thanks in advance. Dave
Technician Auto Assign
Hi All, I am struggling with technician auto assign. I created a sub-group with two technician in it. i created a business rule for email mode to be assigned to the subgroup(two the two technicians turn by turn). I added the site of the technicians to Enable Exceptions to exclude them from Technician Auto Assign . My problem here is, case coming from requesters still go to the two technicians and if the technicians are in "Exclude following technicians" then the case coming through email mode
Predefined Technician when creating a problem ticket in Service desk plus
Is it possible to add this feature in the future update, where we can set a pre-defined technician in the problem template. This functionality would be good for us as the initial technician acts as a problem manager there after can be re-assigned to another technician after the problem has been raised
How can i configure a requester in order for him to be able to access the changes?
Hi i created a simple requester and i want him to be able to create a new change and see the changes he created. how can i assign him a change role?
Requesters' settings modification - bulk mode?
Hi, I am seeking a way to change the following settings for all Requesters: Requester allowed to view - Show only their own requests to Requester allowed to view - Show all their Department requests Is this please doable from the Admin section/GUI somehow? Thanks in advance. BR, Michal
Administrators cannot view , edit or delete private reports
I need to delete a report that was created by someone who retired and is no longer with the organization, but administrators don't cannot access private reports.
Multiple Operational Hours
Hi Just wondering if there is any way I can have different Operational Hours for different Support groups. Thanking you Murali
$RequestLink has incorrect link
Hi, I set dns name for alias URL in SDP Self service portal. When I want to send first response to requester from reply template, I see this: It's label is right, but URL link is incorrect:
Next Page