SLA for each stage in IT Service Catalog
Hi, Tell me please, How to implement an SLA for each phase of the Service Catalog
Access Requesters list from front end (not admin)
It would be useful to allow technicians to access the list of requesters from the front end (ie without having to go in to Admin page). This would allow them to access a Requester record, find associated incidents, assets, service requests etc. They could also update requester details (if not syn'd with AD). Thanks, Ed
Add Linked Request number to Purchase Order Report
We currently have this query report, but want to add the Associated Service Request to the report. How do we do that? SELECT "po"."PONAME" AS "PO Name", "po"."POCUSTOMID" AS "PO Number", "poaddfield"."UDF_CHAR6" AS "Customer Name", "poa"."FIRST_NAME" AS "Purchase Requester", "pos"."STATUSNAME" AS "PO Status", "po"."DATEORDERED" AS "Ordered Date", "poaddfield"."UDF_DATE3" AS "Date PO Received", "poaddfield"."UDF_DATE2" AS "Estimated Arrival Date", "po"."DATERECEIVED" AS "Received Date" FROM "PurchaseOrder"
Is it possible to receive notificationis about a request that we are not assigned to?
We're using SDP 9306. Essentially, is it possible to "follow" a request that isn't assigned to us? For example, I assign a request to another tech. Whenever that tech does anything, like adds notes, updates something, and closes it, I (or anyone else who wants to "follow" the request) would receive email notifications about it. Ideally, I really just want to receive an email notification about it being closed, but the rest would be even better. There are some situations where we will create a request
Error in Form Rules Creation Criteria
The first time I tried to create a custom form action it allowed me to select all users, but now trying to create any rules, it only allows it to apply to technicians, as shown in attached picture.
Contract Costs
Under contract costs I would like to see if the cost is monthly, annual, per contract period, etc... It would help as I put in our backup contract for offsite backups and it is starting at 90 per month. This is also fluctuating contract as backup sizes grow so can costs and there should be a way for me to make an adjustment and keep the historical at the same time for the period of the contract. If maybe there were also another tab for monthly costs to keep track of actual spend on the contract
"Reporting to " description
I have searched many times about "reporting to" description and its difference with "department head" could not find any relevance topic. would you please advise.
Modifying Sub reports
There is a sub report called "Workstation Add Fields". I see this includes 1 field that I have added, but not others. How do I edit the fields included in this report? Thanks Chuck
How to lately see email sent to Approver
Hi there, I'd like to know if there is a way for a Technician to read the email sent to Approver. When I manually add an Approver, I could customize the approval email template, i.e. adding specific info about the request, but as for now there's no way to lately read that email. I hope I made myself clear. We're on version 9.3 Build 9303 thanks alessandro
Implementation guide
Is there an implementation guide available for the change module? We would like to use it but really could use some best practices on how to do this.
How to integrate OAuth google in MSP?
Hello I expose my case, I need to integrate OAuth 2 to authenticate and to enter serviseDesk plus, I read the documentation but not found how to manipulate the login section. What I need is to use a custom access mechanism where I can validate the credentials and their result handle the persistence (create the user session) referencia https://developers.google.com/identity/protocols/OAuth2 I hope I have an answer
Close Request Unsecured
Hey Guys, When a request goes to "Resolved" status our system generates an email to the requester with a link to close the request. When they click on the link a webpage opens with Request ID, Subject, Description, Tech and Resolution. However there is no need for them to sign into the request to close it. 2 Questions Is there a way modify that screen to not display the description and resolution? All our communications are done via email but we deal with some PHI and it has to be secured so in the
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that detectives do in order to solve a case is, establish a timeline. A timeline of events that lead up to the crime. Establishing a timeline is so important because it helps them identify possible suspects and reasons that culminated to the crime. A timeline
Cursor position after clicking reply on Request
Hi, It would improve the SDP product functionality if when clicking reply to a request when displaying the request the focus of the cursor was positioned at the top of the reply section. Many thanks
Priority Matrix
Hi, I am setting up a new Service Desk Plus install and cannot find the Priority Matrix feature. I have looked in the Helpdesk Customizer block, click Priority Matrix but it's not there. I only have a Priority option. We have licensed Professional edition with Service Catalogue. Should I be able to use the Priority Matrix, I could when I downloaded a demo but I realise this had all features enabled. Version 9.3 Thanks, Lee
Licence Renewal Email
I've emailed servicedeskplus-support@manageengine.com twice now to request assistance renewing our licence before it expires at the start of June, haven't received any response. Is there a more appropriate email address to request licencing help?
Custom Scripts - How to automatically create a project from a change using change custom triggers
Hello Users, Today's post will help you trigger the creation of a project in ServiceDesk Plus, based on values in certain fields of a change request.The project is created using a specific project template and then associated to the parent change request. This is done by using an API call to create a project is ServiceDesk Plus and a separate call that associated the project to the change request.Refer to the comment within the script for more information on the json structure in which input is provided
Self Service Login Details Notification
I have enabled the "Send Self-Service Login details" notification, now how do you push out the notification to the users? Thanks!
Service Request Template
While browsing some Service Desk Plus documentation, I came across a pdf that showed how to make an "Resource Request Form." Basically a request template that was set up in such a way that a manager could request certain equipment/permissions for a new employee. None of the steps in this pdf seem relevant anymore since all of the menus changed. Is there still an effective way to do this? All I can find is the incident request templates, and those have a bunch of irrelevant fields that you can't remove.
Technician License Exceed
Good Morning, I have an issue where my Technician license to login has exceeded. The problem comes from the fact i deleted a host of technician accounts rather disassociate from the site. I am currently recreating the technicians but i can't enable logins as the license has exceeded. Is there a way to reset the license as i am pretty sure we have a license for 20 Technicians but having to create new technicians means the system thinks i have exceeded when i haven't. Many thanks in advance. Damen
ServiceDesk Plus 9307 Released
Dear Users, SDP 9307 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9307: SD-65887: Status change of a Request does not get recorded in Time elapsed analysis in some scenarios. SD-65952: Technician details gets collapsed in Time elapsed analysis while re-assigning the Request to the same Technician. SD-66247: Scheduled report(s) do not work after the server is restarted. SD-66008: In SSO / Pass-through
modify the display of the request screen to have alternating colors
Is it possible to have the requests screen have odd and even rows be alternating different colors? See the example below:
Access
I cannot Login as Administrator from the Server even users cannot Login, it says Username and Password incorrect: ManageEngine ServiceDesk Plus
Requester Details SD+ 9307
Good Day, We have 450 imported Requesters with: Requester allowed to view: “Only their own requests” (default) we would like to assign: Requester allowed to view: “All their Department requests” ¿Which is the best way, if any, to automatize this change instead of doing it manually ? Thank you
Report last scanned time
I want to a report with the following information for desktop and laptops User, Computer name, Last scanned time, site, type of asset (desktop, laptop) only need that check the last 15 days and the computers that have asset state "in use" but i want to schedule the report that run automatically and always find the last 15 days state how can i obtain that report ?
How do I create an Average Response time report in ServiceDesk Plus?
I want to run a report that shows: All tickets created within a given date range for a certain support group. I also want to show the response time to each ticket and then average response time for each agent as well as the group as a whole. Can someone assist with the steps to create a report like that? Best Regards, Brian Mansfield
Can we setup a test server with our licence?
Hi All, In my organisation we use ManagineEngine ServiceDesk Plus 9.2. It is the Enterprise Edition and our licence ID is 645089. We currently have it installed on our server running our Service Desk software. We'd like to know if our licence allows us to install this on an additional server as a test/development environment. We want to do this so we can test new updates and changes before rolling them out to a live server. Obviously rolling out changes and updates to a live system without it being
Additional fields hidding randomly
Hello, I recently upgrade to the 9307 version, I edited a Service catalog template with some rules and then delete them. now everytime I edit a different Service catalog template the additional fields from the first mentioned template are hidden and there is no current rule for it. The fields appear again randomly through the day, I've noticed that the fields dissapear when I work on the other template and they appear after some time of not modifying anything. Can you please assist to determine what
Service Catalog - New Form
I'm amending the Service Catalog User Access Request form to include a number of new custom fields, I cannot work out how to have them set in an appropriate order, the are randomly positioned in the layout and not even in alphabetic order, is there a way round this? Thanks
Community Digest - May 9, 2017
Migrate tickets and attachments
I have setup a new SD+ server with a lot of customizations. I would like to migrate tickets and attachments over to the new server without losing my work. Is this possible? Thank you, Tom
Modify Purchase printed form.
Hello, Is possible to modify the printed form of the purchase?. I need to simplify the form to delete fields that we don't need. Also I need to restructure the form to recolocate some fields in other order, etc. It is possible to do it myself?. I'll wait your reply. Thanks. Best regards.
Issue from to update to 9300
When I update form 9200 to 9300 I found an error when I access to aplicattion (I attached image) ). And the password of administrator user is changed.... Thanks and regards, Gerardo Cortés
servicedesk plus user survey
hi all, We are encountering issue regarding the servicedesk plus user survey features, we want to use the user survey once the ticket are close to take an evaluation survey on the requester on how the technician assist them and solve the ticket. But the encountering problem is user survey link, once the requester click the user servey link (http://localhost:8080/$SurveyLink) it open another tab (Error 404 Unfortunately the page you requested does not exist). hope anyone can help us. thanks and best
Incident templates
I am wanting to put in some type of text/note give the user a bit of direction on how I want the form filled out. I have tried going into the requester part of the form and putting some text in the description field. However... it never saves. I don't really feel it needs to be in the description field for the technician. Suggestions or ideas?
Modify Query
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
Report from Asset
When I select an asset I can print to a printer. The challenge I am having is it is cutting off some of the information on the right of the printed document. I would like to see under Actions another option besides print preview called PDF Download. I do not necessarily need to print these but if I can download it with all the same information then this would be extremely helpful. Everything can be seen on the print preview but the issue is only happening when printing. Plus being able to see
best way to install an agent
Hi i have juts upgraded my SDPlus to 9.3 and i wouldl ike to know the best way to install the agant since half of my computers have the older version and the other half doesnt have at all agent installed i tried with GPO , its hard to track please advice
Requester View - Personalize request list
Really, the Requester View has the list: My requests My openend requests My pending requests ... My group requests ... I would like to personalize this list adding something like i.e. Requester View My requests My openend requests My pending requests ... My group requests ... My Requests mode phone My Requests mode email My Requests mode web form Is it possible? Thank you
IE and SDP version compatibility
Hi, May I ask for a list of the Compatible versions of IE to SDP builds.
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