Change request view for Requesters
Hello, I upgraded our ServiceDesk Plus today to the latest version and I note that there is a now a way to have requesters to be able to see the change request module using change roles? I have tried to get this to work but the requester I am testing with doesnt seem to be able to see the change module still. The Change Requester role is set to all users not just technicians if that of any significance. How is this meant to work? Thanks, Matt
Technical Questions (Difficult)
Hi all, Question 1: Is there away to remove specific information from a tickets History? and if so is there away to automated it for a load of tickets? *Note* deleting the ticket is not an option. Question 2: Is there away to remove a category from a bunch of tickets simultaneously? Is there away to do this? Many Thanks Colin Hardwick
Script for CAB approval with email notification
Hi All, Just wondering if there is any script to add the CAB members automatically and send for Recommendation as well based on the Change Template when the stage is changed to Approval. Thank you
Outstanding tasks block request resolution
Is it possible to set requests to require all associated tasks to be closed before resolution is permitted? I have looked at the request closure rules and cannot see anything that would enable this.
Work Log for users
Hello! Our technicans use a work log. And we want to show for our users, what did our techicans for them requests. But user can`t see work log of request. How we can show work log fot them? Thank you.
Widgets and SDP Dashboard.
Hi Everyone. I don't know about anyone else, but I am completely confused as to the usage of the 'Widgets' on the dashboard. Where do I find new widgets to add? (My widget section is empty) How do we create our own? I figured it would be easier than this without having a seperate peice of software (ie, Desktop Central or OpManager). Any help is appreciated as i'm at my wits end and about to throw the towel in on it (and yet another feature that is unable to be utilized) Thanks Jason
How to manage unknown workstation
Hi, I scan entire network 192.168.1.x and find all switches in this range. All my switches in this range are 30 devices. But I have some IP that should pingable from SDP server. Now when I ping an IP that put in the unknown workstation, I received this response: Pinging 192.168.1.21 with 32 bytes of data: Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination host unreachable. Reply from 172.20.3.4: Destination
Giving a Requester access to view another Requester's tickets
Hello all, I have a bit of a problem that I'm hoping this community can assist with. I have a Servicedesk user who needs to be able view tickets for 2 different accounts. One of the accounts is the one he logs in with, so there's no problem there. The other account is his external e-mail address that he uses to send in tickets to Servicedesk via e-mail. When he e-mails the tickets, they get logged under his external e-mail instead of his Servicedesk login. So when he goes to view the tickets that
Custom view in Request
Dears, About custom view, how can i filter all request have notes ? Thanks for respond.
Business rule creation change recommendation
When adding Perform these actions to the business rules it would be nice to remove any used categories from the dropdown menu that have been added to the actions set.
Business Intelligence and SDP
Good day, We do not make use of the built in reports with SDP but rather make use of Qlik Sense. WorkOrderStates have a field OVERDUE. Is there a field that I can select that will indicate FirstReponse breach and Reopened status and if yes where can I fin it? Regards,
Benefits of Creating Tasks
Hi, This is what we do: When we receive a request and 4 other departments must work on this one request, we duplicate the ticket 3 more times and assign them to individual teams. 1. Now, is this the best thing to do? Or can tasks help us? 2. Lets say we create tasks to be assigned to different teams. The ticket will be assigned to a team, however 3 other teams will be working on it. Under whose team will the ticket be counted. When it comes to reporting will we able to calculate individual team
Add Assets to business Rules
I would like to see assets added to the business rules. I have several systems that send me notifications and I receive a large number of emails that have the system name attached to the description or subject of the message. I would like to have a way that can see the name in either of these areas and then assign that asset name to the ticket. The asset of course would have to be in the system already to make this work properly. I am receiving messages from my SIEM, Desktop Central, Intel ProSet
Proposed new version of REST API
Hi All, We have been working on the latest REST API V3 for sometime now. We are glad to share with you the proposed format for the same. Click on the link below to take a look. http://beta.servicedeskplus.com/apidocs/index.html P.S: Any future enhancements in API and custom triggers will follow this format. Thanks & Regards, Padmakumar, ServiceDesk Plus Development Team
Auto assignment of Tickets
We are using Service desk plus pro edition in our firm, we have support groups in place and all the categories are mapped to these support groups, so when a ticket is created by selecting any category it is automatically routed to the respective support group which has a bunch of technicians associated to it. My question is that once the ticket is being placed in the group is there a way to auto assign it to the technicians belonging to the respective group. i know it can be done if all the tickets
SERVLET API updaterequester - SD Plus 9306.
Hi, I'm trying to update requester fields using SERVLET API (Operation,updaterequester) I'm getting: <operation><operationstatus>Failure</operationstatus><message>Please specify a valid operation</message></operation> I can do everything related to Requests. SD Plus 9306. Regards Josep
2 Step Verification
Dear Support, When are you able to introduce the 2 Step Verification under Mail Server Setting - Incoming mail Setup Thanks
Can't connect to remote computer (Remote Control)
I try to connect to remote workstation (koresh-nb). It failed with error: FAILURE :Problem while copying the agent file to the workstation. ServiceDesk log is attached. I checked admins shares, RDP. All are ok. I can connect to this WS. How to fix ? Thanks
How to get business impact of asset in Field & Form Rules
Hi, I added business impact for all asset then I want to change impact of request by business impact of assets, how to configure it? Thanks
Top Menu not visible
Dear all, I just updated my Service Desk installation to the latest version, 9307, but the top menu is not visible till you do a mouse-over. Check attached screenshots. Is there some config which is making the top menu not to be visible? Will appreciate any guidance on this. Regards, Davis Onsakia
Mail Filter condition matched, but does not exsist
I have discovered that when people reply to emails sent from Servicedesk, that the mail fetcher drops the mail, with the following system log message: "Mail Filter condition matched. Hence not adding the email as conversation." I cannot see anywhere in Servicedesk, where this option is set. The mail spam filter is only set to drop mails not containing '##', and when this condition is met the system log writes "Mail Filter condition matched. Hence not creating a new request." which is ok. Under 'General
Can we print label for IT Inventory
Dear Experts, We need to print label, discription of label are (a)PC or Laptop with model code (b)Serivce Tag #...... (c) Location (d) Department (e)IP (f) Monitor (g) Printer (h) Bar Code (i) Inventory Year 2017 - 2018 - 2019 - 2020 - 2021 Can we generate these type of label from Manage Engine?
Preventive Maintenance
Hi, Does anyone know if there any way to update multiple Preventive Maintenance tasks ? We have to amend the schedule of dozens and I hate doing it manually, anyone know if a way of updating more than 1 ? A
Adding options in Select Criteria in Service Catalog Business Rules
Hello, How can I have the additional Field i created in Incident to be shown as well as option in Select Criteria in Service Catalog Business Rules? I have business rules in Incidents module and i selected the Additional Field created as criteria and this is working fine. Now i need to do the same rules for Service Catalog template but i cannot find the Additional Field created (used previously) In the "incident additional field" the field i created is said to be 'common for both incident and service
Problems - Unpicked request notifications
Hello, I need help. I'd like to receive notifications when new requests remain unassigned to technicians for more than 15 minutes. To do this, I've enabled the notification below under "Notification Rules": In addition, in my corresponding support group, I configured the options below. I initially set up 2 minutes for more agile testing: Even so, the notification is not sent after 2 minutes without a technician assigned. This is not a problem sending emails or my address because I continue to receive
New Custom View Shared Field
Hello, Thank you for adding the ability to share requests with other Technicians. I was looking for a way to create a New Custom View in Requests that would include requests Shared with me. Currently there is a pre-made view that has these, but I would like them to appear with my assigned requests. I did not see anything with Shared listed in the Advanced Filtering drop down list. Thank you, Perry
Get to solve your Problem Canon printer Issue |
Hello friends, good luck your day, I hope you Have that time problem in printer or Computer related I give some idea how to solve your problem If any type of problem Complete Dead, : Paper Jam, : Poor print quality, : Blank printing, : Dark printing, : Stuck Printer Head, : Carriage issue, : Logic board issue and so on, etc it is simple you visit here...Canon Customer SupportJust you call me toll-free Number 08000903850 and Canon helpline Number
Report - Measuring First Call Resolution
I'm looking for a report that can measure FCR. Anyone have any ideas? I don't see a canned report. Thanks!
QUERY Request: Actual time spent by technician
Hi there, I'm quite new to SQL and I'm trying to find a query that would show the actual time spent by the technician. So far, the queries that I've found online only shows the actual time spent of the group (or time elapsed) and not the actual work of the technician themselves. ME SDP: Version 9.3 Build: 9307 Database: MSSQL Version: 11.0.3153.0
Request with copied in addresses
Hi all, This is a possible real life scenario: User A sends an email to the Helpdesk and also copies in user B (CC) for further comments. Subject of the email is: Testing Both, user A and user B will receive a ticket creation notification ie ##111## User B then has two optiosn: 1. when user B responds to the original e-mail sent by User A wit subject Testing, he will generate another ticket with ##112## and the subject of RE: Testing 2. when user B responds to ##111## ticket notification, Ticketing
Question: 2 diffrent licences, 2 servers
Hi all, Got a quick question about 2 different licenses. Situation: we have 1 live server and 1 test/backup server both with licenses however the live server has a license for 50 techs while the backup server has a license for 10 techs, we need to backup the live server too the backup server, what will happen too the techs and the system if we did this on these two different licenses? Will it stop us from doing the backup copy completely or will it reduce the amount of techs that are useable on the
Need help with Custom Report
Hello all, I am having an issue when creating a new Custom Report. I have read through the forums before submitting, and found several posts that were similar, but I was unable to find any posts that matched what I needed exactly. I would like to create a scheduled report that automatically emails out with the following: All requests from the Current Month and Previous Month. The Current Month would be calculated from the current system date/time. Report would be a Tabular Report, with the following
Batch Reports
I would like to run a query which generate batch report of each department from mentioned dates, so instead of running each department's report, it should automatically generate and send in .zip file , if its possible !
HTTP 500 issue after upgrade to v9.3 build 9307
Hi, After upgrading my ServiceDesk Plus installation to v9.3 build 9307 2 days ago we've needed to restart the windows service at least twice a day as users start to get a HTTP 500 error when trying to navigate to the site. Logged on SDP ticket # 8050692
New Query Report
Hi, I have created a new query report to extract all users information and create a phonebook. I have added 2 'User Additional Fields', one called 'Extension' and the other one called 'Status'. I have the following query already: SELECT aa.FIRST_NAME "FullName", dept.DEPTNAME "Department",sdorg.NAME "Site",aacontact.LANDLINE "Phone",sd.JOBTITLE "JobTitle",aacontact.MOBILE "Mobile" FROM AaaUser aa LEFT JOIN UserDepartment userdept ON aa.USER_ID=userdept.USERID LEFT JOIN AAAUserContactInfo aausercontact
Adding BCC'd emails to a default support group
We have a problem where an email is sent to our service desk email but is BCC'd so the to address matches the from address which doesn't match any email alias listed under our support group. So that email never gets added to any group and can go unnoticed. Is it possible to use wildcards under support groups? So that if an email doesn't match anything it would go to that group for routing?
Self-Service Portal "Submit Request" Widget
Good Afternoon, I noticed that the behavior of the default "Report an Incident" widget caused it to change between going to my default incident template and the service catalog based on whether or not I had anything enabled in the service catalog. I wanted it to always go to my default incident template, and only allow the requester to pick a template by using the "Request Catalog" drop down in the top left of the header. In order to achieve this, I created an html file with the same icon and a
Mail Fetch
I am unable to stop the mail fetch. It currently says running, and the last attempt says it was yesterday. When I press stop fetching, it just spins. Is there a way to stop it without restarting the application?
Can i give a requester administrative permissions?
I need to give a specific requester admin permission to review requests, assign requests and change settings. can i do that? if yes how?
Adding Radio Buttons or Select Multiple Items
Hi, I am trying to design a form, where a user can select multiple IT systems. I have tried to use the multi-line new field, but it does not seem to do what I would like. For example, a user can select system 1 and system 3: - System 1 System 2 System 3 Our current form (external to ManageEngine), has tick boxes, where a user can select over 30 different options. Thank you for you help in advance. (admin, if the question is not in the right place, please move it ) Donna
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