Technician calendar scheduling.
When i have to schedule a task assigned to a technician, is it possible to see the calendar of that technician and pick up a date from that? In this way i could schedule the appointments of that technician efficiently, without overlapping...
Product Type page is empty and Add New Product Type throws an error
Within the Asset Management section of Admin, if I go to the 'Product Type' screen, I get no list of product types, just an empty white screen [screenshot attached]. If I click on 'Add New Product Type', although the new product type form does show, I also get an error at the bottom of the screen [screenshot attached]. However, our previously created product types are still there - if I add a new product, the Product Type dropdown is correctly populated [screenshot attached]. I think this started
Integrating other teams into SDP
Hi All, I need some help with setting up other teams in service desk plus. We currently use servicedesk plus for Change Management, Security Incidents, and IT Tickets - All Tickets get logged when our staff email itsupport@...com We have a new director starting and wants our Faciliites and Accidents and Incidents Team members to use the Same Service Desk Logging System. 1) I'd like to know if we can give them access in a way when someone emails accidents@..com and incidents@...com we can get tickets
Admin SMS Settings
Admin SMS Settings Please why do you allow only American SMS Gateway providers instead of having a dropdown box to select/choose a (Country) and show available SMS Gateway providers so that we are all not forced and clogged on only American SMS service providers and Gateway providers. Please allow www.smsfactory.co.za in South Africa as first International SMS Gateway amongst others so that we can configure to ensure benefits of continuous usage of SD Plus Enterprise. You can call them to show
Previous install files
Is there a location I can download previous full installs? I need to restore data from an older version. Thanks!
Report with Employee ID
Dear Support, Please help me out in generating this report. which includes Technician, Request ID, Employee ID Requester, Department, subject, created time, completed time resolution as there is no employee id section to select in custom reports.
Access permission to report that created by query builder
Hi, I created a report with query builder for get all CI relationship and save it in SDP. Some technicians doesn't have any permission to view CMDB. For that I created a role with access to view request report like this: But I don't want to set permission to user for view query builder report that view CMDB. As matter of fact, how to prevent user to see query builder reports that not permission to see these modules? Thanks
Reporting a certain hour within a day
Can I create a report that can; Report on tickets created in Service Desk Plus within 5:30 PM to 6 PM (30 min duration) I can't seem to able to create this. Hope someone can help me out.
Custom Report - Technician wise open/closed/WIP requests
Can we have customer report for the following requirements? We would like to have bar-chart report which should represent that Technician wise Open/Closed/WIP requests. When I use 'Tabular Reports' with chart options, it has been grouped by either Tecchnician or 'Open' request only. I cannot able to view the report as I wish to have. Am I missing anything here to build that report? Can we achieve this requirement? Please suggests. Regards, Bala
Change permissions not working - 9307 Build
Hi, We have a Change Role called Peer Reviewer who has Edit permissions in the Submission and Planning stages however the Technician who is assigned the Peer Reviewer role is not given the Edit button when viewing the Change record.
Field & Forums rules error
Hello, I am creating a custom form that hides some option when the form initially loads until the request selects it. Example: Do you want a pizza or sub -Pizza -Sub If the user selects pizza, 3 options will show up s, m, l. By default it only shows the option after the user has made the selection and refreshed the page. Do I need to add a script as well to refresh or am I missing something in my configuration. Thanks, Chris
Incident detail report with Notes?
Hi I need to generate a weekly report on Incidents with their respective Notes. Fields for report: Request ID Requestor Department Subject Notes + Some Custom incident fields. Ive created a Custom Report but the Notes field simply states "Not Assigned" for every incident (bar one) even though I now there notes for quite a few of them. The one that does have something states on word which isnt what the actual incident Notes states. Version of ME: 9.3 Build 9308 Thanks!
Reply by email sent from the helpdesk
How do I enable reply by email for the requester and sender. I want the requester and sender to see all replies to helpesk email.
More options for the 'Data Archiving'
Currently, we just have the options below to configure the archiving. How this is configured Today we can't configure intervals between 1 and 2 years, for example, 13 months. This option will be very helpful for the SDP customers. -- Tainã Rodrigues ACSoftware Brasil
9.3 Build 9307 on chrome Version 58.0.3029.110
about 3-5 times a day ME ServiceDesk just freezes, the entire chrome tab becomes unresponsive. all other tabs work perfectly fine, even the ME Desktop Central V10.0.73 works perfectly. eventually about once or twice a day not even a refresh (f5) will work and get the following
Update Requester based on new field EmployeeID
I am trying to write a script to update the requester field on the incident template when a technician types in the employee id into a field i created. The part I am stuck on is how to "lookup" the requester by the number entered as a field and form rule on field update. so in this pseudo code example... var x=$CS.getValue("EMPID"); var y=lookup requester(x) return name $CS.setValue("REQUESTER",y); Is this possible? If not in field and form rule, can a script work? I am trying to avoid that though.
Place public documents on Users Start Page
Good morning everyone, is there a easy possibility to place e.g. PDF Files on the Requester's Home Page with all basic information? Thank you and regards
Other Team's Using our Service Desk Plus Instance.?
Hi, I need some assistance please. All tickets that are logged get generated to ITSUPPORT@UPNORTHGROUP.COM We have been told that Facilities, And Also Accidents and Incidents would also like to use the same system to log tickets automatically using our Service Desk System. I do not want to see these incidents coming in as some of these may have strict salary information and other information myself and Paul want to keep separated I would like to know is it easier to run another instance of
Time out by one hour
Hello, I am having an issue where the logged time for our calls is one hour behind. See the attached where a call that was logged at 8am, is displayed as coming in at 7am. The time is correct on the server and also the correct time zone is selected under individual accounts (Personalize etc). What needs to be done to fix this? Many thanks, Mike
Email based integration..
Hi Team, We are in the process of evaluating integrating Solarwinds monitoring tool with ZOHO manage engine Service Desk plus. We need to know is there any possibility to auto ticket in SDP by email based integration. If yes what is the format of email should be sent to SDP email ID . Also need to know how to close the ticket automatically by email based integration. Regards, Kavitha G
Business Rules - "Perform these actions" - Set as created "Request - Additional Field"
If I have a Request – Additional field (Pick list) created, is it possible to perform an action linked to this additional field?
Trouble connecting to psql database
Hi, I am having trouble connecting to the psql database on the local server where the Service Desk is installed (v9309). I am using this command psql.exe -U postgres -p 65432 servicedesk in the "bin" folder location via a command prompt but I get the following error: FATAL: no pg_hba.conf entry for host "::1" Has anyone seen this before? Thanks, Lee
REST API
Hi, We are looking to interface IT Service Desk Plus WITH another system (CRM). I understand that you can use another system and REST API to interface and run tasks within SDP...BUT, can you use it the other way around ? We'd like to be able to set an action (Widget or Automatic) that when a specific request is raised REST API will send out a command to CRM to setup an account. Is this possible ?
Service Request - Asset Details
Can you help me to create a query that will show all service requests with their's data from "Asset Details"block? Thanks you Best Regards
Change Workflow edits are editing another Workflow!! Help!
(Reported with respect to ServiceDesk 9003 Enterprise) Essentially, I edited the SDGeneral workflow (no longer the default) and a duplicate of the SDGeneral workflow (which had been configured uniquely after duplication) changed to match the SDGeneral !! This caused notifications to fail or go out when they weren't supposed to. I have spent a lot of time I don't have trying to determine the extent of the incorrect or missing communication (doing damage control). I need to know how and why this
Change Management - Why can we choose all the items from the CMDB, such as Software or (IT or Business) Service?
Dear All, We're implementing now the Change Management module in our organization, but there some limitations which are hindering our progress. One of them is for the use case of changing to a Service, which doesn't necessarily has to do with a technical component. Other use case is when we want to make an upgrade through Change Management of an application we manage in our organization. Is there a setting we can switch on to include software and Services? Kind regards, JS
Solutions
Hi, I would like to understand how we can hide sections of the solutions tree where there are no published solutions available to the end user. Currently, we have alot of 'solutions' in the tool, but not alot of them relate to the end user in anyway, therefore, they are not made available to them. How can the portal only show the topics which contain a document relevant to that audience? http://imgur.com/a/aUWGV
Item Custom Fields
Is it possible to add a custom field to an item - to identify and assign it to a request or problem type?
Boot Camp May '17 - Streamlining change management
Multiple duplication of a closed ticket
Dear team, This is the first time I am contacting your Service Desk to report an issue and in search for some answers. First of all, please know that we are extremely happy with how SD plus works, and haven’t had any issues until now. Is there any known bug that could explain why we have a closed ticket duplicated several times? I am the person experiencing this issue and have made sure that I am not duplicating any tickets after closing them. I do use this feature though, but just when
login name autofill
When users browse to the logon page of ServiceDeskPlus, the username field is autofilled with a version of their username like.. %40FirstLast% autofilled from their logged in name Im assuming....they have to delete the entry and type in their correct username to login. How can I stop this autofill?
Additional Fields - Request View Columns
Hi, Just wondering if all additional fields are used to update the request view list. It seems I cannot see "Service Catalogue - Additional Fields" but I can see other additional fields to add as columns. Is this correct? Thanks Adrian
Single 1 year report grouped by month of created time.
Dear Support team, I want to Generate Report of all the tickets of 1 year group by months on basis of Created time. Can you please help me. Thank you.
How to install a new wildcard PFX certificate in SDP 9.3?
Please supply new documentation for how to install wildcard PFX certificate on SDP version 9.3. Your install guide is old and way outdated.
Want to hide the "My Details" tab, the "Personalize" link, and the "Change Password" link from all users
I see that we can hide the "My Details" tab from Requesters by unchecking the "View their profile" box at the "Requesters are allowed to" prompt within Admin > Self Service Portal Settings. A few related questions... 1) Is there a way to hide the "My Details" tab from Technicians, especially for certain Roles, Support Groups, or anything along those lines? 2) Is there any way to hide the "Personalize" link from the user profile icon in the upper right corner of the screen (for either Requesters,
How to use SQL 2008 in ME products
I have a Question, how i can install ServiceDesk, AdManager and ADAudit with my SQL 2008?
Edit Worklog
I have several worklogs, I cannot seem to edit them once saved, am I missing something or is it not possible?
Firewall/router scan issue
Good Afternoon, When we scan hardware like Fortinet 100D or Fortinet 30D the asset placed in the wrong IT Asset "Router " this is wrong the asset must be under the category Firewalls .. but when we change asset type from CI type router into firewall ..the asset will moved to firewalls but then the firewall asset is displayed as unknown and will not scanned anymore Can you please tell us how to fix this thanks Br Sander Leis
Organization Role API
Hi, I need to organization chart for service request workflow. First solution is use "reporting to" field in active directory for detect organization chart like this LINK Second solution is use custom script for get chart organization and after that add to SDP with API. Unfortunately SDP doesn't have any solutions for add organization role with API.I think first solution is better than second, but what's your idea? Thanks
Data Dictionary
Hi ManageEngine, Can you provide the data dictionary (as DB documentation) of ME ServiceDesk Plus? Regards, Ana Linda Rodriguez V.
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