Ability to assign tasks to requesters?
Is it possible to assign tasks to requesters? This is something that would be very useful.
Can have a menu to transfert some properties from an old asset to a new
Hello it could be great when change an old asset (like desktop) to a new, to be able to transfert some properties, without make it manually (I don't see this feature actually) Could be automatically - replace "the link and the new icon" between CMDB's assets; - push the old asset to a new group "stock" - keep informations of assets replaced in the new asset properties, to have the history for a user's asset (desktop changed because a lot issue with the old asset Regards
Populating existing requesters with Active Directory info
We actually have Active Directory authentication for our requesters but now we want to populate requesters info by importing some fields from Active Directory. I have been reading the Admin Guide and it says: "If you have not yet imported requesters from any of the domains, you can import them by clicking Import Requesters from Active Directory link." The part in red is what troubles me. Can I activate the requesters import now that I have been running SDP for quite long time now without loosing
User Survey results list
I can only view the last 6 User Surveys submitted. When I change the view from 6 to anything else (25, 50, 100, 200) it refreshes the page and defaults back to 6. Has anyone ever had this issue? Happens in IE and Chrome. Also this limits any reports ran on User Surveys to those 6 as well. Running: Your Version : 9.2 Build 9232 Thanks, Josh
IE 11 issues with 9307
Since we have upgraded from 9238 to 9307 (MSSQL), IE 11 users are reporting that they are having issues closing tickets as well as entering new requests. When closing a ticket, they fill out all of the required fields, hit update and the screen goes to a new request screen and the changes are not saved. Similar is when creating a new request, all of the fields are filled out and when saving the request, it goes to a new request and the request is not created. The users have tried clearing their
Incident Catalog - Template Categories
In Requesters portal, under Incident Catalog I see this Template Categories: Application Login Communication Email Hardware Internet Software How can I add another Template Category and relative Icon?
No me permite instalar Service Desk con MySQL
Necesito trabajar service desk con MySQL. La instalación se realiza por defecto con Postgresql y no permite cambiar a MySQL. Luego de terminar la instalación con MySQL ejecuto el .bat "ChangeDBServer.bat" y lo que hace es crea una base de datos en MySQL sin tablas. Como hago para iniciar a trabajar ManageEngine Service Desk con MySQL?
Field Form Rules question
Hi everyone! I wrote FFR for users, which wrote requests in non operational hours. it seems like this: var currentDate = new Date(); if ((currentDate.getHours() < 8)||(currentDate.getHours() >= 17)) { alert('message1'); } if ((currentDate.getDay() === 0)||(currentDate.getgetDay() === 6)) { alert('message2'); } There is a little problem in regular holidays, maybe there is way to get holidays like .getDay?
Suggestion
Hi, Could you add a "New Feature" to your list of considerations ? Would it be possible to make IT Service Requests have an on\off switch by allowing the rules to be applied to Technicians AND Requesters without having to make it visible to Requesters ? As we are designing these, if you don't select this, rules are restricted to Technicians. Currently we have to design them and apply rules to Technicians only, and when we are ready to launch choose "show to requester" AND then we have to amend EVERY
Admin guide
Is there an updated Admin Guide and User Guide for ServiceDesk Plus? Link still opens ManageEngine_ServiceDeskPlus_9018_Help_AdminGuide.pdf
Chat functionality
The Chat functionality is in testing phase on the roadmap for quite some time now. When can we expect this functionality to drop? Will it support chats between 2 or more technicians?
Colors in list of Projects
We would like the colors for Status and Priority show in the Project list. Also, a way to create other fields for projects. Need a field for % Complete
Problem with new request assign when specialist leave
Hello, I find one problem: When I choice unassigned state system show me (as on the screenshot) error. How can I solve this?
Incident Template
On the Incident Template, there is section on the form for Requestor Information. Can I create additional sections on the form? For example, I would like to create one for Request Information and move the Category, Sub-Category, and Item fields into it. Also - When I set a new user up, one of the fields I configure is the Department Name for the user. Can I add this field to the Incident Template (under the Requester Name field) as a view-only field - so that when the Requester Name is set, the
Field and Form rules
Hi, I would like to use the field and form rules when a request is created using a specific category so the system automatically changes the Requester. This is useful because I have a team of people raising requests under a specific category but they would like all further correspondence to go through one person. So, if I can get them raising the ticket under their userid but the form changes the Requester of the ticket in the background that would be great. I have nearly done it but I think I
Community Digest - June 2, 2017
Report Request
Our company is trying out ServiceDesk Plus. I have looked at the canned and custom report settings but can't find what I'm looking for. I have used Remedy for many years. I have setup Categories, Subs, and Items. I would like to run/schedule the below report weekly: 1. A Summary report showing the top 5, 10 or 20 CSI types of requests. I want this to be a high level executive summary/graph report. I don't need to see a summary which includes low volume problem types. Ideally only showing problem
How to add Title to the Survey Settings->E-mail Content
I have tried $Title but it still not working. Please advice.
Solutions Per Support Group
I would like to suggest that in a future release would it be possible to have the ability to have solutions locked down and only accessible for a certain support group. I.E. We have solutions for IT that are sensitive such as password and what not but since the solutions are available to all technicians so we had to create another role which prevents them from seeing the solutions all together. If this can already done, can it be explained how.
Widget - users report, scroll
Hi everyone! There is small problem with new widgets. Custom reports can't scroll. I have some reports which include statistics on every technitian in group. In widget i can't scroll this report.
Email templates for multiple Support Groups
Hi, We have a number of Support Groups setup in the helpdesk and I am looking for a way to have a separate new request and closed request email template for each of these groups. Anyone know if this is possible and how that's setup? Thanks
Service Desk URL being Redirected
Our Service Desk URL is http://servicedesk.lfnorthamerica.com. Our users are being redirected to http://servicedesk.lfnorthamerica.com/ze/js/i18n/en/ze_ie.min.js and are being asked to down load a .js file.
Change status automatically when submit for approval
When we submit a ticket for approval manually, it won't change the ticket status it will just show a second status for approval. Is there a way that if we submit a ticket for approval that the ticket will automatically change it's status to something we define instead of In Progress? e.g. Waiting for Approval (which is set to stop the timer)? I checked business rules however I could find a criteria field to define this. Amy
Asset Notifications
Hi, We have a specific group of assets that are leased / loaned anywhere from a few hours to a couple of weeks. However, not all users remember to bring the gear back to the servicedesk when their lease is up. I've tried setting up the "Notify technicians and asset owners when the lease period for the asset expires", but so far it has not triggered any mails. We around around 15 assets were the lease is expired. I am not sure of the asset owner must be specified as well or if that is automatically
Extra options for Preventive Maintenance schedules
Hi, The following Feature request that was raised over 9 years ago in the forums, we'd like to see the same thing... https://forums.manageengine.com/topic/preventive-maintenance-task-schedule-update-to-allow-%22every-2nd-xyz-day%22 I would reply to the above ticket, but to be honest, the formatting of the manageengine forums website is terrible! - the bar hides all the buttons to post a new topic. :\ Anyhow, just in case you can't click on the above link, here's an extract of the request that was
Can we integrate OPManager with Service desk plus tool
Can we integrate OPManager with Service desk plus tool we have to build dashboard showing availability.
How to arrange the groups of the views
Hello I'm working with build 9307. I created my own custom views to be faster in viewing the requests I often use. Then I have to scroll all the way down to pick my own view. I'd like to have the group "My View" at the very top, because I use them most. In my opinion custom views are more important than the predefined views. I know I could make a search of the views, but that is not so handy as clicking the first entry. I suppose there isn't an option to change that order, but there might be an option
Using date/time fields in custom triggers?
Am I correct that you cannot use date/time fields in custom triggers? I am trying to create a To-Be-Scheduled SLA for requests that need to be performed at a specific date, which we have a whole lot of. Jai provided me a script last week which works for changing the due-by date to any other date field, now I'm trying to trigger it at the right times. I thought I could just create a shared custom field named 'ScheduleDate' and trigger the script whenever that is populated on a template, but it doesn't
Answer to a service request will not be send - Anwort auf eine Serviceanfrage wird nicht gesendet
Hello, we have the following Problem: if we give a mail answer to a question in Helpdesk and we send it, the mail will not be send. We must type in the message again and send the message again. After three or four processes the message will be send to customer. Kind regards Marco ---------------------------------------------------------------------- Hallo, wir haben folgendes Problem: Wenn wir auf eine Serviceanfrage im Heldpdesk antworten und auf senden gehen, wird die E-Mail nicht versendet. Wir
Restore Data Batch problem
Dear All i face problem when i try to restore data batch , i use version 9228 , and the message appears to me as attachment
Custom Reports From Manage Engine
Hi there, Just wanted to ask if it is possible for manage engine to automatically save a custom report generated into a folder ? Thanks Niyi
Customize Self-Service Portal for Technicians?
Hello Is it possible to customize the Self-Service Portal for Technicians? I'd like to add an own widget for the Technicians as I did it for the Requesters. Regards, Markus
Public solutions
Hi, I would like to know if its possible to use the solution database as a public database. Through the forums i already found out that it is possible to reach the solution database without logging in. But when we are there, there are no solutions visible even though i made them available through the self service portal. What other steps do i need to take to make them visible? Grtz, Luuk
A solution for duplicate incident request
Hi, I need to define role permission with this criteria: Can edit his own your group request that assigned Can view all other request & asset & CMDB that not assigned What should I do? What's your solutions? Thanks
Mobile App Configuration SDP
We are currently working in the installation of SDP at one of our customers premises. We have successfully configured an SSL certificate, and the server has a secure access. Today, we tried to configure the mobile app so that users and technicians may enter remotely, but we received the following error message while trying to log in: login failed technician key not generated for the user How should I generate the key? How is this process configured? I searched in the admin guide but did not found
User missing "open with query editor" option when editing report
We have a user that can create query reports, but doesn't have the button for "open with query editor" when she clicks "show query". The permissions for her role are set to Reports: view, add, edit and under Advanced, "Create Query Report" is checked and "allowed to view" is set to All. Do only admins have this function?
How to produce report of requests actionned by a group?
our helpdesk creates a request and assigns it to group A and then group A performs the work and assigns the request back to the helpdesk for closure, how can I produce a report of all requests handled by group A within a Day/Month/Year? SDP 9.3 9309 MSSQL database
Service Requests Versus Incidents, etc
Some questions... 1. Can I create additional options in the menu/sub-menu bars? For example, can I create an additional option on the menu bar for Questions that is similar in structure to Requests and Problems? 2. Can I change labels for any of the buttons in the menu/sub-menu bars? For instance can I modify the New Incident button under Requests say New Request instead of New Incident. 3. Can I combine Requests, Problems, and other types of Tickets into a single Ticket option in the menu bar.
Change WorkFlow Issue
When any change is made to any change workflow all change workflows are changed. They appear to all be synced together. Pls update ASAP!
Alliased email address
In Service Desk Support group I set email address to assign request automatically to this group (https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-groups.html) However, if email was send from my organization email SD shows default email address which is fetched by SD. I think this is some MS Exchange server problem and maybe someone have solution? If email was send from outside (gmail.com for example) everything works fine and request is
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