Change Change status from Approval Pending to Approved after 24 hours
Is there a way to automatically, maybe using a SLA or Customer Trigger, that allows me to automatically change the status of a change from Pending Approval to Approved.
Timespent for Archived Requests
Hi, I would like to understand how to generate a report for time-spent on archived requests. Do we have it on the system or is query an option? Thanks!
Barcode field
Hello, Is there any established way or process to assign assets to contracts? I had an inconvenience with the SD+ upgrade from 9049 to 9307 we used to use the barcode field to link assets to contracts, with the new functionalities and after the upgrade the barcode for all the assets is now consecutive for those that had the same barcode description and it does not allow repeated barcodes and Asset admin does not like consecutive barcodes... Is there any recommendation that you can suggest so I can
How to hide the Resolve Request Window
Hello I made an upgrade from 9228 to 9307 today. Now, if I change the request status in the 'Resolution tab' from Open to Resolved the popup window Resolve Request is appearing immediately. That didn't happen before. We do not want to fill in any Request Closer Codes. How can I hide this window? I can't find the option. Regards, Markus
Name of the person assigning tickets
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Notification Feature Request - Surveys & Auto Responders per Support Group
We have many different departments that use ServiceDeskPlus and we have requests for certain ones to enable auto-replies and/or survey's. Not everyone wants a reply or a survey to be sent. I'd like to be able to customize each support group as requested. This is seen as a HUGE limitation of the application.
Unable to start Manage Engine Service Desk after installing
I am trying to start Manage Engine SDP on to a Economy virtual private server hosted on godaddy. Installation was smooth without any issues. But I am not able to start SDP. I already have FQDN on my hosts file. H/w configuration of my VPS is Memory : 1 GB Disk : 40GB CPU : 1.7 GHz OS : RHEL 7 Output while executing ./run.sh [root@svr bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/manager/ManageEngine/ServiceDesk
Allow Self Approval of Requests?
Can Support please explain this feature? I have been playing around with the application and can't figure out what it does.
License Management Questions
I have some questions regarding license management. We have ServiceDesk Plus integrated with Desktop Central. 1. Where should I manage my software licenses? Is it best to do it in ServiceDesk Plus, Desktop Central, or in both? From what I can tell, if I put the licenses in Desktop Central they don't sync to SDP. 2. When managing software licenses in SDP, what License type should I use for products like Office 365 and Adobe Cloud? These are licensed per user. I have tried the following: CAL,
Sender name sometimes different to configured name
Since upgrading to 9307, we've noticed that some emails sent by the ServiceDesk are showing up as coming from the name of the mailbox, in our case 'servicedesk'. Under Admin > Mail Server Settings > Outgoing > Sender's Name, we have configured "Company Name ICT Helpdesk" as the sending name. When we reply to our users through a ticket, it often shows the correct display name as above, but if a user replies to a technician and the technician receives an email alerting them of a ticket update, the
Resolution Saved
Dears, kindly I need your help how can I hidden massage when update on resolution and move to request as per the snapshot Best Regards, Mahmoud Nour
Filter by Additional Field
Good Morning, We have added an additional field which is applied to our users to record their Division from Active Directory. We would like to be able to use this in the Custom Filter, but it is not showing as an option. Is their a way we can register this field ? Thanks Andrew
Cleaning up
Hello support, We import all our 1200 IT users from Active Directory and the past several months there has been an extensive clean-up in AD attributes etc. In ServideDeskPlus, we have a lot of grayed-out Departments and sites. I want them gone. I'm getting this 'error: "Department is being used by a module. Hence cannot delete it." and "WARNING :Site cannot be deleted as it is being used by a module." Additionally, we also want to clean up in our Service Categories. "Service Categories [Hardware]
Support Group - Owned By
Can you please advise what the Owned By field does in Support Group? Are there any smarts attached to this field?
Automation/Custom-Trigger Option
Hi, I called ManageEngine and was quite surprised that you don't have functionality to action the below so thought will log a feature request. Scenario: When we receive notification about an employee leaving, we log a job under the Manager's name - After the job is logged, we send the manager(requester) an e-mail with specific text(E-mail template) written in the e-mail So, the step we do after logging the job - We thought we could easily automate it using custom trigger or business rule option
Survey Result: Custom Trigger
Is there a way to start a custom trigger when survey results are received? An example being, if a survey result comes back lower than a 2 out of 4, start a custom trigger that emails the supervisor. Thanks, James
Fetching Mail from Exchange 2010
We upgraded our Mail from Exchange 2003 to Exchange 2010 SP1 this weekend. From a SDP8 point of view we can now longer not fetch emails, but yet we can still send from SDP8 I have enabled IMAP on port 143 but when we try to save the setting we get the following message: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Our certificates are issued by a CA (Verisign) All other information
SD is unintentionally changing the product type
I have a very strange and annoying problem. We have a couple of canon printers in servicedesk. See example below But after scanning the product, the product type changes to something completely else. How f... is this possible.
Ticket Not Reopening from Hold
We have had several tickets that are placed "On Hold" because I'm waiting for a response from one of my colleagues. If a requester or someone outside our domain emails to that ticket the ticket automatically switches to "Open" however when an email comes from one of my colleagues (an internal address) it does not however if I respond to the ticket it will switch to open. I went as far as to add a business rule to state if the ticket is updated by an email with our domain to set it to open. Once again
Where are the additional fields ?!?!
I'm trying to create a new report using queries but Iam stuck ... in which table the servicedesk store the additional fields informations ?? I found one table. ServiceCatalog_Fields but I only got the weird names such as GUDF_CHAR16 !!! How the servicedesk knows that GUDF_CHAR16 is the additional field X or Y ?????
Workstations did not add to assets after domain scan
Hi! I got some question about domain scan in SDP. We're trying to scan a domain (~2000 workstations) but just a little part of it (~500) was added to assets. These ws's run correct agent and are online (checked more than once) and the most curious thing is that there is no error about these ws's (~1500) that haven't been added. I checked server logs and found that these ws's probably have some problems with scanned data: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME
Timer for unassigned tickets in a group
I was wondering if anyone knew of a way to change the timer for the alert "Alert group members by e-mail when a request is left unpicked in a group." Currently it takes 3 minutes for the system to send out an email to the Technicians stating that a ticket has yet to be picked up. Currently there is only one group it is applied to and we do not have any SLAs set up, nor do we need any. If someone has any ideas on how to change some of these timer settings, please let me know. Thank You, -Trevor
Task Notification to Task Owner
Good Day! Would just like to ask if it's possible to automate the task notification to the task owner whenever they have missed the first notification? Appreciate feedback. Thanks & Regards, Donnie
error in bulk ticket editing - cannot select support group
please check, why it is not possible to select group (dropdown list is blank) when making bulk update of tickets via Requests modeule: "Actions" (drop down) > "Edit Request" FYI: we have discovered that when "Site" is "leave as is" then "Group" drop downis blank, if you select anything in 'Site" drop down, then the full list fo all active support groups is loaded into "Group" drop down list. why "Group" depends on "Site", this is not needed. /mar
Service Request Approval - automation of sending email notofication to the approver.
Hi, Would like to ask if it's possible and how can we automate the sending of email notification (approval link) of the service request to the assigned approver whenever they missed/overlooked the first notification alert. Let's say automate it at least once a day. Appreciate response. Thanks, Donnie
Purchase approval levels
Is it possible to rename the approval levels in PO's e.g. Level 1 = manager level 2 -= Director Level 3 = VP
How to add MS SQL or Oracle instance software in CMDB
Hi, I want to add my Oracle or MS SQL instance to CMDB with import from CSV, but I can't find it in import -> CI type. Also I want to add Oracle or MS SQL instance as manually, I see a software field that is mandatory and it's empty like this: What should I do? How to add database instance in CMDB?
API Robo Technician
Hello We are connecting request forms on our Sharepoint Intranet to ServiceDeskPro using the built-in API's in SD. Currently, we have created a "dummy" technician as SDAdmin and created an API key. This solution is taking up a license for a technician. We do currently not have any license for Robo Technician. I would like to ask if Robo Technician could be used for this task instead? Regards, Annfinn
When Changing the Database to MSSQL SDP throws an error- Login failed for the database.
hi, I am trying to change the database to MSSQL but I am getting error when I test the connection "Login Failed". I have created a windows account and given the role of Sysadmin, DC Creator, BulkAdmin, etc. I am able to login to the MSSQL studio and able to create Database successfully but from the application it is showing error"Login Faied". Please advice.
Notifications
Hello, I was wondering if there is another way to receive notifications regarding an update of something (e.g. a task that is assigned to someone under a project is updated by them, but they want you to know of it) other than receiving an email? A good example would be if it appears somewhere in your dashboard that you have pending updates to be read, instead of having it get mixed in with every other email notification that comes into your inbox from ServiceDeskPlus.
AD import causes out of memory error
We schedule an AD import every couple of days, and each time it runs the RAM amount used by SQLSERVR.EXE increases, which the first couple of times it runs is fine, but then the next one causes an SDPCrash outofmemory error. is there any way to prevent this?
Add Clone to business rules
I would like to add a clone feature to business rules. Currently I am building a lot of rules and just a few of the items need to change. I would like to see a clone feature so I can copy all the fields and make changes to specific fields that I need to change within the new business rule.
any way to update active directory using .Net?
Hello I wanted to know is there any way we can update active directory user details from sql server using vb.net or asp.net? If yes can i have some example links please Thanks I didn't find the right solution from the internet. References https://forums.asp.net/t/2099106.aspx?any+way+to+update+active+directory+using+Net+ 3D Life Insurance Video Examples
Auto assigning to a technician?
Hey everyone, Quick question for you. Is there any way for a ticket to auto assign to a certain technician when the user selects a certain category? For example, I have it set in the categories to where all IT related issues are supposed to auto assign to me. I've noticed though that when selecting the category for IT related issues it doesn't do anything with the Technician field. I'm just curious if there's a way for that to happen or not. Worst case scenario we can leave it blank and then assign
Email fetching
Hello, We are using email fetching to get all our 1st level tickets automatically imported in to SD. Today these email are created based on an Incident template. Most of our e-mails and tickets are "request for service". Is it possible to configure SD to create RFS instead of Incidents? regards, Annfinn
[ServiceDesk Plus] How can we MANUALLY send portal login details to requester.
Hi, On ServiceDesk Plus, how can we MANUALLY send portal login details to all the requesters. Thanks, Pankaj Sain
email Specefic User While Open a New Request
Dears , Is it Possible that when opening , updating or Resolving request to automatically notify a specific User . Thank You
ServiceDesk not work
Good Morning. For maintenance work, I had to restart the server. Once the server is restarted, the Servicedesk has stopped working. When I run the following command changeDBServer.bat and click on Test and Save, the screens that I attach are displayed.
Neither can backup nor install version 9002
Please can you help me?
Thank you very much and I'm sorry for the inconvenience.
Best regards
José Rodríguez
database tips
hi, I need the command to access the database also the steps to change the port on the DB and if you need to create a new DB to change the port. And how you create the new database? thanks
ServiceDesk Plus 9306 Released
Dear Users, SDP 9306 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9306 SDF-65096 : You can now share a Request with Technicians and Requesters from the Request Details page. Requests can be shared with all technicians or technicians of selected support groups and departments Can be shared with all Requesters or Requesters of certain sites. New filters like Pending Request shared with me and Requests
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