Script Update Automatically Status between Dependent SR - Parent Request & Child Request
I am looking control status Status between Dependent service request where Parent and child to be updated between each other automatically and to matched accordingly for example When Child Set as Under Development - Parent will be Awaiting Development when Child set as Internal testing Parent Will Be Open when Parent Set as User Working Child status will be User Working When User Closed Parent Ticket, Child Ticket will be closed. so how we can achieve this is essential Status Management
Group & Tech blanks out when clicking edit request
We've had an issue forever that is bizarre and support can't seem to help. When I click on edit on a request it clears out the group & technician field. Our technicians need to be able to edit requests so they can change the subject lines. Any ideas?
Changing Scanned Assets
We are trying to leverage the asset management section of Service Desk Plus but unable to make the required changes. For example: There is a product type 'Switch port' When we scan the IP range of that network for other devices, (workstations, server, etc) the IP address of the switch port (or even the ILO on the server) show up in the scan. When we go to Assets - All Assets screen the 'actions' menu is limited to: Modify State, Add to group, Configure Depreciation When we open the CI Details -
Service Desk plus - Pass Through Authentication windows prompt
I've been playing around with the Servicedesk plus and it seems to fit our needs, the only issue I have is when I turn on and setup Pass Through Authentication with my AD, Anyone who tries to access the service desk gets a windows login prompt pop up. Even if you enter the correct details, the prompt reappears and doesn't allow anyone to log in, On the server, it does take me to the normal login windows after a few tries which allows me to log in and turn off Pass Through Authentication. Any suggestions
Computer with client doesn't connect to a server
Good Day! I have a pre-installed ManageEngine client on a computer. But, when I make scan using IP-address, or DNS-name, I get next error (see a log-file in attachment). I need Your expert help. Best regards, Mikhail Vinnik
Export reports with usable dates
How can I export a report from Service Desk with usable dates? Currently, if I export the report either via XLS or CSV, the date is not in a date format that is readable by Excel, so I can't do any calculations or graphs based on the data. This is quite frustrating as I need to combine data from different platforms for reporting purposes.
ServiceDeskPlus - "Sending notification failed"
Hi, I have configured "ServiceDeskPlus standard free edition", all is working fine, but when replying to requests am getting this error. "Sending notification failed." I have searched a lot but unable to get through. please advice. fyi, Version is: 9.3 Build 9307 When I stop the service and then start it again, I can reply to one request only, then after it again starts giving the same error message "Sending notification failed". In log file "C:\ManageEngine\ServiceDesk\server\default\log\serverout0.txt",
Notify Requester if a request is shared to a department.
Hello (Build 9307) I love the Feature to share requests to other users. Thanks for that! It also works to share a request to a group of people, if I select a department. If I do so, I expect that every requester who belongs to that department would get the notification E-Mail. (nobody gets a notification) It should be the same as a requester receives if I select a requester to share the request. Thanks and Regards, Markus
ServiceDesk Plus 9.2 Released
Dear Users We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.2, which comes with jre 1.7 and Tomcat 7. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note that the upgrade to 9.2 can be done from build 9119 or 9120. Customers in earlier builds can move to build 9119 by applying the service pack available at https://www.manageengine.com/products/service-desk/service-packs.html
Text Editing and Formatting
Good Afternoon... Is there anything on the roadmap or planning for future releases to look at the text editing functionality? I've always found the formatting of email templates, replies etc to be very inconsistent. Formatting will change on it's own (eg, a line will send in bold or un bold), or trying to edit an email signature and putting a line break in will then throw out all other formatting in the template. We're in a position at present where I don't feel confident changing templates as I
Missing translation in multilanguage for defined views
Hello Build 9307 Sorry, if this was posted before. In the defined views, there are the new Shared Views not translated into German (and maybe other languages) Regards, Markus
SDP API XML Output
I am trying to modify some of my assets via the SDP API. I am able to do this successfully, however the output format that is returned when the operation is completed is in JSON format. I would like it to be in XML format. I see that the documentation says to use an optional field to specify this, however I have been unable to find how to do this. Is it possible to provide a simple example of the input data that I would need to specify in order to get XML output? Thank you very much!
Script Master 17 - Auto-create change request (s) for unplanned changes on Assets
Hi folks! I'm back this week with another useful script to help you with your ServiceDesk Plus needs. I trust that you found last script to populate requests on tasks associated, very helpful. This week's script helps you auto-create change requests for unplanned modifications on Assets using Custom Schedules. Generally, multiple assets are inventoried in ServiceDesk plus and if an asset was to be modified, a change request should be associated with it. In the case that the asset is modified sans
Is it possible to hide "Resources" in request view?
We have some Request Catalog items that use dynamic forms. Basically the first Resource (under "Asset Details" section) contains a drop-down list that defines the form type. Using field and form rules the remaining Resources/Questions are displayed or hidden depending on the selection. The problem is that in edit mode it works perfectly (only the relevant information is displayed), however in request view all Resources and Questions are displayed (including non-relevant Resources and Questions that
Resend Conversation issue -- new feature introduced in 9300
Often we run into an issue where a technician does not have the ability to reply to the requester. They are provided with the 'Forward Request' or 'Resend' options: This seems to occur in two circumstances: - another technician, then assigned, is cc'd on a request. The technician replies which creates a new ticket. This ticket is then merged to the original which creates the broken conversation - multiple technicians may work on the ticket and be assigned a task through its lifecycle. If one technician
Manufacturer by device by Site report
Need to create a report for a specific Manufacturer on each device by site e.g. Changeable criteria Manufacturer sorted by Site "Site" Software Workstation Hospital "McAfee agent" "asset name1" "McAfee agent" "asset name2" "McAfee agent" "asset name4" Clinic
Auto Merge without ticket number?
Is there any way to automatically merge tickets based on the title of the request? Our users tend to copy the helpdesk, but then reply to each other in long ongoing chains, but they don't login and use the helpdesk themselves, they just keep replying to each other with helpdesk copied... which creates a new ticket for each reply since the ticket number never gets entered.... Any solution for a situation like this? Thanks, -Brandon
Extend the textfields of the tasks in the homescreen.
Hello Could you increase the text fields of the tasks in the homescreen. It would be very useful to read more of the title! As you can see, there is a lot of free space. Regards, Markus
What's the most innovative thing you've done in your IT support?
A general perception is that innovation is very rare in service desk environments that are generally locked into established processes. . I am trying to understand how innovation happens in IT service desks and looking for instances or examples where service desk/ sysadmin professionals innovatively solved challenges facing their service management operations. It could be handling a crisis situation , or a process tweak/ use of technology to achieve results,a growth hack, or a focused practice of
Spacer field type for form design
Hi, it would be nice to have a fietdtype 'spacer' that could be used if you wanted to group some fields and make sure there is some space to the next group of fields
Mobile App Pending Requests view
Have received reports from at least two technicians who have accessed the ticketing system via the mobile app (both were using iOS version) and when they access the "Pending Requests" view, they are able to see tickets from other support groups. When they access via the website and load the "Pending Requests" view, they only see the requests for their groups. Anyone else have this issue? We are on version 9.1 build 9117.
Custom tags in Sender Name field for outgoing templates
I would like to request that the templates include an option to edit the "From" field on Notification Templates. While a Reply-To option would be nice as well, I'm not referring to that in this feature request. I'm referring to the Display Name itself. What some platforms allow is the option to personalize the display name, the way Groups currently work. An example custom From Name: $Technician | Support Team = John Doe | Support Team
Unable to assign technician
Hello, I'm currently experiencing an intermittent issue where we're unable to assign a technician to a request. There are no error messages on screen, once you click saves it looks like its updated the ticket but leaves the technician blank. Seem to experience this on a few tickets every few weeks, any ideas what could be causing this? Running version 9.3 Build 9301 Thanks
Email notifications for Problem, Change, Pojects, Tasks
Hi Can you please advise if the IDs for the above modules are in the subject field (e.g. Problem ID ##$ProblemID##), will emails coming into SDP be parsed and attached to the relevant Problem, Change, Project, or Task record? Everything I've read refers to Requests and not the other modules. With regards to Task notifications, there is the Associated Module fields exposed. If I include the Associated ID in the subject field (e.g. Task ID $TaskID [$AssociatedModule ##$AssociatedID##]) will emails
Preventive Maintenance Tasks
Hi Team, 1. I'm looking to give PM access to the technicians without making them SDAdmin is anyway we can give this role to the selected Technician, 2. PM Schedule to be by day for example Monthly every last Friday Thank you
Add ## ## automatic
Hi, I want implementing a template that some tickets with specific requested, when we reply that ticket add automatic the ## ## . to add the history in the same ticket Is possible add automatic the ## ## in these tickets ? Thank you in advance!
Aged Calls per Technician and Unassigned
Dear All, Please how can I amend the MS SQL query below to include: WorkOrder ID Created Time and have the ability to generate the report on a monthly basis SELECT AAAUSER.FIRST_NAME,COUNT(WORKORDER.WORKORDERID) 'Inbound',COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-03-2017 00:00:00'), getDate()) <= 10 and DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-03-2017 00:00:00'), getDate()) > 5 THEN 1 ELSE NULL END) '5 - 10 Days', COUNT(CASE when DATEDIFF(day, DATEADD(s,
Show Workstation in Software Licenses overview
Hello, is it possible to add a column with the corresponding Workstation in "Assets -> Software Licenses Overview"? (./SoftwareLicenseListView.do). Thanks in Advance. Best Regards Florian
Closing rules for service request additional fields (SDF-55698)
Hello, The request closure rules only work for the default fields and for the incident additional fields. As a result, after converting an incident to a service request, it is possible to close the request via the resolution tab, even if no value was provided for one of the service request mandatory fields. This is a serious issue because it has an impact on the quality of our reporting. When will this be fixed? Best regards, Demetrius
start Purchase-Request as User?
Hi, I am evaluating SDP and got the free Version of 9.3 Professional running. Does SDP allow a User/Requester to start a Purchase-Request? As it seems to me, this is not possible, since the SDP-User-Guide only mentions the Purchase-Request-Approval but not how to start such a Request. Thanks in Advance Fritz
Too many notifications in a group request life cycle...I'd rather only have new/closed notifications, but how?
I am not seeing a way to notify a group when a request is CLOSED. We have multiple support groups, and we do not want to be notified each time a request is updated. From what I can tell, the only way to let a particular group know when a request is closed, is to turn on update notifications, which is too many, we only want a notification when the status changes to CLOSED. There is no need for the entire group of technicians to get updates each time any change occurs. Is there a way out of the box
Can't Purge Deleted Tickets from Trash
Support, I deleted several test tickets last week and according to the banner, "Requests in Trash will be automatically deleted after 24 hours from the time of deletion". It appears that I can't delete tickets manually either. I select the check box beside the ticket that should be delete and click "Delete": The banner displays that the request was successfully deleted, however it still remains in this list: The request was deleted on 04/14/2017 at 8:23 AM, so it should have been deleted on 04/15/2017
When Service Restart needed?
Hi Team, We are using SDP in our environment, just started.. We like to know that, When we need to do a service restart? and Which kind of configuration in SDP need a service restart? For best practice! Thanks,
Special Authority to a certain Template
Dears Can we give specific Users access to specific Template ? thank you
GET_REQUESTS API Restful - Filters by date
Hi every one, I need the results of the GET_REQUESTS API Operation filtered between two dates, (like a search engine), it is possible? For example: { "operation": { "details": { "from": "0", "limit": "50", "filterby": "All_Requests" "createddate": SOMETHING } } } Thanks Greetings
CSV import reusable template
When a batch of items reach us from one of our suppliers, we want to import these items using the CSV import function by reading the supplied Excel-file. We bring up the import asset form, pick the Excel file, and starts to map all the fields. This works well, all the items end up in the CMDB nicely. However, each time we import these files, we have to do the mapping all over again. Since we import several times a day, and all the suppliers delivers the Excel file in the same format (that is, the
Task notifications
Is there a way to automatically notify the technician assigned a request/case that a task has been actioned/completed/updated? I'm thinking a tick box that says 'notify assigned technician' would be great - similar to when you add a note to a case. I've searched through the admin section and I can't find a way that I can automate this via the notification settings. Thanks!
Update responded time via rest api
Hello- Is it possible to update the responded time via the rest api? In the example code below, the system indicates the request was updated successfully, but the response time value does not change. Any ideas would be appreciated. Public Sub test_update_ticket() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Dim params As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://help/sdpapi/request/12345" params = "OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxxxxx&INPUT_DATA="
Duplicate Users Report Not Working
I'm currently look at our existing reports and we have a report that works in SDP 9218 but does not work with SDP 9302. MSSQL select * from vw_rpt_DuplicateUsers order by FIRST_NAME
Is there a centralized request/incident logging location or report
I am looking for a way to see incidents that are deleted or modified and by which technician or admin.
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