How do I restore Popular Solutions to the Self Service Portal?
I accidentally removed the Popular Solutions box from the SSP - how do I restore this? :)
Robo Technician vs ADSelf Service plus
Hi ManageEngine, We are evaluating the possibility to buy a license of Robo Technician for SDP or buying another platform: ADSelfService Plus. We have ME SDP 9.301 Enterprise Edition. First, Robo Technician can do reset of password with accounts imported from AD? or can only do with local SDP accounts? Can a Robot Technician work with the field "on behalf of", so once the ticket it's done, it can send the credentials to the colleague so they can give them to the real owner? What is the roadmap for
Modify Query Report
SELECT (SoftwareList.SOFTWARENAME) "Software_Name", MAX(aaov.NAME) "Site", MAX(SystemInfo.WORKSTATIONNAME) "Workstation" FROM SoftwareInfo LEFT JOIN SoftwareList ON SoftwareInfo.SOFTWAREID=SoftwareList.SOFTWAREID LEFT JOIN SoftwareType ON SoftwareList.SOFTWARETYPEID=SoftwareType.SOFTWARETYPEID LEFT JOIN Systeminfo ON SoftwareInfo.WORKSTATIONID=SystemInfo.WORKSTATIONID LEFT JOIN Resources resource ON systeminfo.WORKSTATIONID=resource.RESOURCEID LEFT JOIN ResourceLocation resLocation ON resource.RESOURCEID=resLocation.RESOURCEID
How to Set Out of Office
Hello Team, Our working hours is Mon-Fri from 9:30 am to 6:00 PM.we need to set some Notifications to my requester during non productions hours. When any request is raised after the business hours or during weekend a ticket acknowledgement with Ticket ID will be sent to them, along with that we also need to send some notification that it is non business hours for e.g. setting Out of Office . I have noticed some options under the Organisation details--> Opertional hours and enabled the same. Please
How to setup Outage scenario tickets
I'm looking for suggestions for scenarios where there are system outages and how you all handle them in your setup. If a requester enters a ticket, how does the rest of the management get notified in all departments? Can a ticket be created with view only permissions to all? Example, our internet is down, how do we notify the company heads and keep them updated? How can they go to the ticket and see updates to IT's progress?
Manage Tasks with Email Command
Hi. We have a template, with tasks included. For some tickets, not all the tasks are necessary, so was wondering if an email template (email commands) could also control which tasks were active (ticked) and not active (not ticked)?
Technician Notifications
Is there a way to disable notifications for tickets that are created by a technician?
Request Feature: Form rules and enable customized fields on tasks
Hi ManageEngine, I want to request the feature of being able to make form rules and customized fields on tasks on SDP. Regards, Ana Rodriguez.
Admin SMS Setting
Admin SMS Setting 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
Inventory of bulk consumable items
We need to be able to track inventory levels of bulk consumable items - proximity scan cards for our timekeeping system. We order them in packs of 20, usually 100+ at a time, and issue them in similarly large quantities. It seems crazy to create a separate asset for each individual card, we really need a way to track them in bulk and just increase/reduce the inventory level as we receive new ones and issue them out. I don't see a way to do that in ServiceDesk, so we may just need to do it in Excel
Can powershell scripts be evoked if a request meets certain form criteria?
Just wondering if anyone has worked this out yet, so that a powershell script can be evoked for example: dropdown field has a certain value, then evoke a powershell script upon submission and pass it arguments from the request form values.
Sending Email to requester based on specific subcategory
I have a query to be clarified. Can you please help me out with the following: Is it possible to send Email notification automatically to the requester based on the category and subcategory he/she selected. For example if the category is to create a new email for the new employee. Send them back a reply requesting to provide The details of the user(first name and last name etc). Looking forward for your kind assistand asap. Thank You!
Matrix reports on Projects Module
Hi ManageEngine, Can you make it possible to have matrix reports for Projects? Thanks in advance, Ana Rodriguez.
Set change roles based on change fields
Hi ManageEngine, We are using ME ServiceDesk Plus 9.3 and we are facing an issue: Is the a way to set change roles based on change fields? Any help would be appreciated. Ana Rodriguez
Problem: Import users from AD OU that not selected
Hi, I have multiple OU in AD and move some users to "OTHER" OU. When I import users from selected AD OU, I see some users (not all) that located in "OTHER" OU in requester section. I check these users account and find out for these users site(office) field filled. I think it's an issue and please check it. Thanks
Collapse and expand every relationship in relationship map
Hi, I want to print some relationship model and map, but I don't want to print all relationship that related to some CI. because of that I need to Collapse and expand feature for every relationship. Thanks
SDPCrash-OutOfMemory
We have a problem even changing the wrapper.conf as suggested in the Java Tuning section of the manual. Server is starting. This may take a minute ... This copy is licensed to Fondazione Ri.MED Unclean shutdown of previous run. ServerContainer [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC
Query or Report: Report of workstations without a "ABC" software
Hello, looking for a report or query that produces a tabular report listing the following information. Workstation/Computer name | User | Service Tag | Last person to login of all computers WITHOUT a specific software Software = ABC software. Thank you in advance
Can you provide me with a query to report how many computer workstations have a specific software installed and how many do not?
I need to query for a specific software named "Sophos" installed on workstation and site location of the workstation and how many do not have "Sophos" installed Thank You!
Feature Request - Restoration of Archived Tickets
I have been getting requests from my users to be able to restore archived requests. From what I understand - there currently is no ability to do so. I would like to see this feature implemented. Even if it is just a method of forwarding the entire ticket as an email back to the user, or to the helpdesk so that a new ticket # is assigned. Thanks Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Change Template fields: implementer/Line manager/reviewer/approver
I am running the latest 9.009 build and was hoping to be able to add these fields to the template so that they could be assigned at the outset. This is particularly necessary because once the ticket is filed the process of adding in these roles is quite tedious I tried going to the change template but these fields are not available to add to the template. I am however able to add notifications once a change is submitted to each of these roles in the workflow, which leads me to believe that
ServiceDesk Plus Certification
Hello, can't find any answer and noone is replying on e-mail (metraining@manageengine.com; certifications@manageengine.com; sales@manageengine.com; prasanna.ra@manageengine.com) ?: how to get certified for a ServiceDesk Plus - need just the most simple certificate for my employer - what are steps to get certified?
Would this migration plan work?
We currently have ManageEngine Plus Version 9 Build 9000 installed. We are having a number of crashes and issues when we try to update the system. Would this plan work? 1. Install the latest version of ManageEngine Plus on a new server. 2. Backup/Migrate the data from our old install to the new server. Thanks.
Requester Details
I'm hoping there's an option I'm missing here. I'd like to add some information to a Requester Details pop up window. Here's what I'm talking about. In a Request, I click on the Requester like so: Which then gives me this pop up: However, it's not showing me all the details I want. I want it to show the field "Reporting To", here it is when I look at Requester Details from the actual Requester List: How can I do that? Thanks!
Survey Alert
Hello, I'm currently working on setting up a survey that will be sent to requesters after a request is completed. I've found the instructions for doing this in the admin guide. However, I'm not seeing a way to generate an alert when a survey has been taken. In the old system that I used, I got an alert every time a survey was completed, so I could go in and look at the results. Is there a way to do that with ServiceDesk?
Mandate field(s) on close
I am trying to mandate fields be completed before the request is allowed to close. I have tested a few rules I created using 'on create/edit - on field change 'status' = 'closed' - mandate fields XXX'. I tested and I am able to close a request even if fields XXX are not filled in. Is there a way to do this currently in Service Desk? Thank you.
Script on form submission to assign to technician
HIi am looking to have a script on form submit in an incident and request template that when a value from a field is selected by the requester that on submit the script routes it to a specific technician. Is this script below correct where xxx is the named technician $CS.mandateField(["TECHNICIAN"]);$CS.setText("TECHNICIAN","xxx");
How to prevent e-mail loop?
I am receiving e-mails such as this: Subject: Absent Description: I will be away from this date to this date. Usually I add the subject to the spam filter subject field and this stops the loop from being repeated if the user is recontacted while being away but in this case, I can't just add the word "Absent" to the spam filter as this will ignore all e-mails that have Absent in the subject line and since HR is using the service desk they sometimes receive requests that say Absent is missing from
How can I see items that I've approved?
Is there a way to see all items that I've approved in the past? Here's my business case: Homer Simpson is set up as an Approver in our system. He can see items that are awaiting his approval, but we can't find a way for Homer to view things that he has already approved. The custom view builder and custom report builder allows us to filter based upon Approval Status, so we could see items where the status is Approved, however, Homer can't set a view to show requests where Approval Status is Approved
Approvals: Invalid Key
Can someone explain why this error occurs with some approvals? We think it's related to the request being approved at a higher stage which then eliminates the need for the previous stage approver to approve (outdated). We've also seen it occur if an approver has been added to two different stages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Request for metric that provides a way to calculate time in each group
Hi SDP Team, I'd like an automated way to calculate time each of my Tiers (or groups) holds a ticket. Right now, we have metrics around created time; duration a ticket is unassigned, duration a ticket is assigned to a group; duration a ticket is assigned to a support rep; and completed time. However, for work-load, it's important for us to understand and calculate times ticket lives in a support group. The use case is this: I want to calculate the productivity of Tier-2 and Tier-3. I'd like to do
ServiceDesk Plus version 9.3 Build 9301
Is ServiceDesk Plus version 9.3 Build 9301 still available for down load. If so where can it be found?
How to delete an attachment from a reply within a conversation on a request?
How can I delete an attachment from a reply within a conversation on a request? I see how an attachment can be deleted from an original request but once there are replies and responses, I don't see how you can delete any attachment on such replies or responses. Has anyone done this?
Request priority
Hi, We have SD Plus Pro edition which does not have Priority Matrix. It does have Priority but I cannot find where to set the due by (duration) for each type of priority I configure. Can anyone help? Thanks, Lee
Solutions tab
Hello, Newbie to this forum. We have recently had our ManageEngine updated and now on the resolution tab we get a 'solutions' option. Is there anyway to turn this off either per user or for everyone? Thanks
Change Management - Testing Approval
Our change control process requires multiple approvals at different phases. First the CAB has to recommend/approve, then the change owner needs to review and approve verifying that the testing was completed. Once the owner has approved the testing completion and the status changes to close, the executor needs to acknowledge via an approval that they have completed to change. How do I go about adding the approval request in the testing phase as well as the close phase?
Report Usage Error
One of my users is reporting an error when trying to run custom reports in ServiceDesk Plus. The error reads; "Sorry, unable to execute the report, as a report generation for this login is already running." This is the first attempt for the user to run a custom report and he is able to run the default reports. He has tried to log off and log back in, but still same error. Any help with this is greatly appreciated.
Subscribe to Request
Hello, Is there a way to "subscribe" to a request, so I get notified on any update to this specific request? Thanks, Shmaya
Allow remote connection other that localhost
I can login to SDP when using the computer it is installed on. When I use another computer to connect to the SDP server I get the login screen. None of the accounts will let me login. The page flashes when the submit button is pressed with no error message and clears the username \ password box.
Calculated Priority
Hello, Is there a way to have a calculated filed? I would like to have a priority filed similar to this: https://confluence.atlassian.com/servicedeskcloud/calculating-priority-automatically-827107708.html Thanks, Shmaya
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