Automating change records
Hi, I am trying to find out if I can automate a change being loaded from a particular incident being logged. Is this possible in Service Desk? Thanks,
Reply to a conversation
Hi, Is there a way to reply a conversation only from the application without send the email to the request? Another thing that i don't understand is the meaning of "Hide from the requester" if i have to send and email to comment something in the ticket. Thanks
Pushing the Agent
We tried pushing the agent through the group policy but it did not work so far hence we have installed the agent for individual workstations from normal installation wizard and it was successfully scanned; and although we have followed the exact steps as provided in https://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/methods-of-deployment.html the pushing is not happening through group policy. Note: We are using the Manage Engine Service Desk Plus 9.3 Build
Notify before area on Contracts
I would like to choose to use Months, Weeks or Days for the Notify Before area. This would be easier for me that calculating days.
Admin Guide for ManageEngine ServiceDesk Plus 9.2
Hello, Is there an Admin Guide available for ServiceDesk Plus 9.2? I am in the process of updating the short document for all technicians (SDP v8.1). Thanks in advance. Nikhil
Button to run Business Rules manually in the open and unassigned tickets
This button would allow admins to test, troubleshoot and run new rules against tickets that have either not run, are having issues or are new. This can help to save time for admins if tickets are coming in in large quantities. As an example Outlook has a similar feature where an individual can run their rules manually at anytime. I think this would have a positive impact on the service desk plus community.
Adding custom fields to solution section of problem.
Hello, I would like to know if it is possible to add custom fields under the problem module in the solution section of the individual problems. For example I want to add a Corrective Action and Corrective Action Owner field.
Is there an outlook plugin?
Is there an Outlook plugin for Office 2016? We want to get the reminders from ServiceDesk in Outlook.
Auto resolve on no response
When using a status such as 'Pending response from requester' it would be very useful to have a workflow process to automate the process if they do not respond. eg If no response in x days, send a nudge If no response in y days, send a final reminder If no response in z days, auto resolve / close the request
Copy previous Purchase Order / Purchase Order Template
Dear SDP Team, We've been patiently awaiting the arrival of an option to make Purchasing much easier. 1) Create a new PO from a Previous order Use case: We order the same set of laptops each time, sometimes weekly. Each order has 10 components (hardware, software licenses, components, etc.) Each time we have to fill out the PO in the exact same way, and going through and adding the individual components to the PO when it could be automated is frustrating. How about an action item that allows to Create
How to add computers
Dear All I am new to this software can any body help me how to setup or configured this tool for a computer lab???
Last successful scan report
Hi, Is it possible you could generate a query in MS SQL format for me, so I can produce a report? 'Resource Name' and 'Last successful scan of a workstation report within the last 90 days'. ServiceDesk 7.6.0 Build 7602 Thanks Mark.
Domain drop down at login
Hi, I am building a new instance of Service Desk Plus. I have imported requesters from Active Directory but when you login there are 3 domains available e.g. THECONSORTIUM theconsortium.com WORKGROUP Local Authentication (SD authentication) I'm guessing the SD software has pulled these from my AD. I only need THECONSORTIUM as this is the domain everyone logs in against. How can I remove the other 2 selections from the drop down? Many thanks, Lee
Request Notes
When forwarding a request if notes are public are we able to include that in the forward or reply function? Also is there anyway to make all notes "Public" instead of private?
New Update Opens a new Tab each time I open a ticket.
When I open a ticket, it opens a new tab that I ended up having 15 open just by navigating around. We recently have an update. I already adjusted my browser and I can't turn it off.
Director Level
I think it would be useful to be able to add a director level of management into the hierarchy. What I mean by that is some allow managers to be over (and even members of) multiple departments that report to them and grant them access to view all of their own departments requests. This feature could even span over multiple sites as these directors may have departments spread over 2 or more sites. It seems to be already semi-implemented per the "Organizational Roles" section, but that is mainly
Report Request
Build 9301 MSSQL Looking for a report what will give the following by month for the current year Month/Year Requests Created (Incidents AND Service) Requests Resolved (Incidents AND Service) Surveys Created Surveys Received As we don't send surveys to technicians, the requests created and surveys created will be different numbers. Possible? Thanks as always
Version 9230 restoredata fails
Hi, I am trying to restore a backup of my production system into my development environment. I am using restoredata on my development system and pointing to a recent backup of my production system, but the backup eventually fails with an error "Cannot find the object "ARC_ServiceReq_4501" because it doesn't exist or you do not have permissions". Unfortunately that error message isn't very helpful to let me find out how to correct it. I would appreciate any help. My goal is to mirror my production
Problem Management form - solution does not always have to be a Knowledge Document (i.e. a solution page)
Dear all, I'm not able to describe a solution to a problem except if I create a Knowledge article, i.e. a page in the Solutions module. Quite often the solution to a problem is a technical one which goes through change management, which means that there is no point on creating a Solution as defined in SDP. Could you please add the functionality of allowing the technicians choose if a solution to a problem requires adding a page to the Solutions module (meaning the creation of a knowledge document).
Business rule not working
Hi, We have implemented service desk plus in our organization. We have defined business rule for subject and description nut it is not working. Kindly let us guide what configuration is required to run business rules perfectly. - Microlink
Template changes locked down
Is it possible to lock down a incident template to protect against the task details being changed? Or if it gets changed, the owner has to approve or gets a notification?
How retain ticket status
Good day, Please I am having an issue and require ideas on how to resolve it. I have limited slots for technicians and at sometimes in the organization some of the technicians are re-assigned new schedules or they leave the organisation outright. Now the problem is when this happens they are either not technicians any more (they become requesters) or they are moved to other departments. Now when this happens and there is a change in the configuration of the MESD, the tickets for which they where
Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1) However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2) We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
Product Support Policy : New Update
Hi Users, We have updated our product support policy. Product support will be offered only for builds that are one year old. For example, support for ServiceDesk Plus 9.3 released on 8th February 2017 will be available only until 8th February 2018. To continue receiving support, you will have to move to the latest version of ServiceDesk Plus. Refer to the Support policy document given here ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
Servicedesk Plus Upgrade Shortcut from Build 8213 to latest.
I will be upgrading our Servicedesk Plus from Build 8213 to the latest, as you can see its already outdated and several versions have been made. I would like to ask if there are any possible shortcuts on upgrading the SDP easier to the latest?
Users Logging In With Email Address Creates New User
Good Morning, When a user authenticates with their email address instead of just their username, ServiceDesk creates a new user for them. Is there a way to either have ServiceDesk link that email to the proper user account already in the system, or refuse the login as invalid forcing the user to use their actual username? Thank You, James Leitz
Conversations Report Help
I need help to modify the query I have to get a report showing all conversations for only Open requests. Right now, the report shows conversations for all tickets, and the report times out when I try to run it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time", longtodate(c.createdtime)"Last conversation time/date" , cond.description "conversation Description", std.STATUSNAME "Request Status"
What is the best way to copy my production data to my development system?
Hi, I want to upgrade our system from build 9230 to build 9307. In the past, my upgrade experiences have been quite painful and have provided far more practice in restoring a broken system than I really have time for. There is no way I can take a chance on upgrading the production system until I have performed the upgrade in development. I realize that there is no direct path between the two versions and that I will have to do this in several steps which is taking this to a whole new level or terror.
Notify users when request has been merged
Is there a way to send an automated notification to the requester when their request has been merged with another request. We get a lot of duplicate requests that we merge together to make tracking of issues easier but once they request is merged the requester does not get any notifications other than the ticket that remains causing them to think their original ticket is still open.
Possible to create an end of business day SLA?
Hello, Looking for a way to create a SLA for the end of the current business day. This often comes up where our current SLAs do not fit the bill for the request where it is not terribly urgent but needs to be done before the next shift comes in. Is there a script or some way to accomplish this currently? I just submitted a feature request but I am not going to be able to wait for it to be upvoted and then added eventually and will need a solution for now. Any help is appreciated! Thank
Question: I need to know,
After having the desktop server is that we need another application to ensure mail management. Such as the exchange server for sending messages to users. GMOUANDA
Integrate ServiceDesk Plus to Sharepoint
Hi We have just started to use ServiceDesk Plus. But we have all our documentation stored in a on premise Sharepoint solution. It's documentation regarding IT Services and Business Service down to basic support documentation for the IT department. We are working now to set up the CMDB and want to connect the documentation for each CI-item. Is there any way for us to use one or several links to our Sharepoint? We don’t want to move all documentation to ServiceDesk under the CI-typ Document.
Notification Feature for technician simultaneously looking at a Request disappeared
Hello I made an upgrade from 9228 to 9307. Before there was a useful feature. When I was looking at a request, which was already opened by another technician there was a notification / pop-up which told, who is looking at the same request at this time. Is there an option where I can enable this feature again? Regards, Markus
No Resolved in History when all associated tasks are completed
Until the end of March, the system would insert an entry into the workorderhistory table with DESCRIPTION sdp.tasks.parentrequest.closedescription and OPERATION RESOLVED, and an entry in workorderhistorydiff with COLUMNNAME STATUSID and the previous and current values set appropriately. Now they do not seem to be inserted. Since we used these entries in some of our reports that give an aged view of the requests, they no longer work. Is this a planned feature or a bug that has crept in? In any case,
missing icon for advanced search
we upgraded to 9307 over the weekend and just noticed the advanced search icon is missing. the function can be invoked by clicking in the blank spot where the icon should be. anyone else noticed and/or fixed this? shows up in firefox and ie but not chrome?
Manager View
I've been told it is possible to do, however I cannot find where to set it up or enable it, whereby the Manager can view all their teams' open tickets. I have set my test account in Active Directory to be managed by me, and when I log in, I can't see the tickets my test account has raised. Can someone point me in the right direction please. Thanks
Service Desk download
Hi, I currently run Service Desk Plus 7.6. I am building a new server and would like to install a fresh copy of 9.3 and migrate my users to a new, clean version. Does anyone know where I can download a full copy of 9.3 without trial data pre-loaded? Thanks, Lee
Variables in custom views
Hi, is it possible to use variables in custom views? For example I would like to create a view for my techs that lets them view cases created by them - something like this 'requester' is %loggedinuser%
edit SDGuest
hi all, we have a fantastic role - SDGuest for all user. could i edit the rules for this role?
Script to Open an Explorer Window
Hi, We have a script that opens up a browser window if you meet certain criteria, this is great for websites or links through a browser but is there one that opens up an Explorer Window (To view network files using explorer.exe ) ? window.open('AddrFromSolutions','_blank'); A
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