ServiceDesk Plus 9302 Released
Dear Users, SDP 9302 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9302 SD-63979, SD-65613 : Unable to login to the application in certain scenarios by multiple users with same login credentials when 'Keep me signed-in' is enabled. SD-65786 : Unable to access the Purchase module after migrating to 9301 in some environments due to the additional fields configured previously before migrating. Please
Unable to view schedule report in Reports module
Hi Support, I'm unable to view or stop one schedule report in reports module How can I view even I've login as administrator Regards, Vincent
Can manageengine track all the approval which he or her approved?
Hi Support, I've got an issue here. There's a requester at my end here having issues to view her approval even manageengine showing she still have pending approval. Is there a option to trace which request that been approve as well Regards Vincent
Additional Levels of Organisation
Our current organisation structure is: * Teams * Departments * Directorates * Organisation We are looking into automating the approval workflows but so far our particular org structure doesn't fit into the SDP org structure. The only way I can see currently is to use the following: * Teams = Departments * Departments = Sites * Directorates = Regions * Organisation = Organisation The problem is that communicating this to users, requester's and technicians would be a massive pain as it is very counter
Scripting multiple columns in Service Catalog description
We have a user transfer Service Catalog form where the requester enters information on the employee (name, title, location, applications needed, etc). When the form is submitted, there is a rule that compiles the information in the form and populates the Description field as an overview of the form information. We use the cs.setdescription method for this and the information is displayed in the description in a single column. USER TRANSFER REQUEST: User Information: User Name: Dave TestUser Go-Live
Asset Licenses
According to my License information I have 975 assets. Does that number include only IT Assets which are active (in Use, in Store and in Repair)? or does it also include those assets that are Decommission and Disposed? Do Non-IT Assets also hold a license?
Auto assign technician to a request if they reply to a request that is not assigned
Hello, I would like the ability to auto-assign a technician to a request when they reply to a request that is not already assigned. Can you please help me achieve this? Regards Mark
workstation is given hostname "no_computer_name. ..."?
We noticed that one of our worstations is not being scanned correcty. Each time after scan, the hostname appears "no_computer_name. ...". Please note that re-installation of AssetExplorer on concerned workstation doesn't fix the issue - same problem appear. Also, note that after correcting manually workstation name / serialTag in SD+ Asset, the host name is again revert back to "no_computer_name.mydomain.com" after asset scan. /Mar
Remote desktop blocked, it can't verify the publisher
Remote desktop Java Blocked
Time of day SLA
Can a different SLA be aplied when tickets come in at different time of day? for example: a request comes in between 8 and 10 am, a 4 hour SLA is applied one that comes in between 10 and 11 am, a 3 hour SLA is applied, etc.
Scan Vendor Barcode Issue
When trying to add new assets by scanning vendor barcode (Assets>Barcode>Barcode Generation>Add New assets using vendors barcode) I fill in the information and scan my barcodes with a scanner. When I click on "Add Assets" I receive a "Please scan barcodes" error on the box where I already scanned the barcodes. Has anyone seen this before? Is there a resolution for it? Below is a screenshot. Ryan Merkl Sr. Systems Engineer Underground Construction Company, Inc.
Description in approval requests
Hello, I have this query in MSSQL that reports all approvals and the approval details. Is there a field that could be added that shows the original description when the approval was created and sent to the approver? We go through a lot of audits, and the approvals work well, but there is no context as to what each approval is for. I know it is captured in the Conversations, but can't find a good way to pull that detail into a report. We are on SDP 9117 with MSSQL Thank you. Dave SELECT wo.WORKORDERID
Dashboard widgets
Hello - I love the new dashboard updates but how do you delete a widget from your dashboard? Thanks - Scott
Preset group to assign certain group after saving incident been assign to other group
Hi Support, I'm having some issue with my incident template. I've preset the group field to desktop-support in incident template. But after saving the group been assign to application team. Regards, Vincent
Service Desk Plus slow in loading
I don't know if this has been asked before but since the company I work flow upgraded fro version 8.2 to 9.2, ServiceDesk has been extremely slow when logging in and out. Once logged in, the application is quite fast. The issue doesn't seem to be network related as other applications are loading fine. Is there any performance tuning that I can try to do?
Mail fetching running but stops fetching
We have a SD build 8127, upgraded from previous versions. Before upgrade there was no problems, but now mail fetching stops every two or three days (status in Admin-mail server is RUNNING, last attempt time freezes). Pressing "Stop fetching" and then 'Start fetching" doesn't help. We can only restart windows service - this helps.
Cleanup of Old Data
Hi, Is there any way within the system or via SQL to remove old items ? As time progresses we are gradually building up unwanted field, Resource Info questions etc. Most of which don't have any use or have never been used. Any ideas as at this rate we'll have hundred of void ones............. Andrew
Service Catalog - Execute Script Rule
Hello! Is there a way to create a new request separate from a service catalog request? I would like to be able to create a rule whenever a service catalog is opened that automatically creates a separate helpdesk ticket. Anyone know how to do that? Or maybe code that creates a ticket? Thank you!
Associate CI to request service or incident
Hi, It's very essential that associate CI to request service or incident. Thanks
Template based on email submission
Is there a way for an email submission to auto create a ticket using a specific template? ie, user submits an email to TEMPLATEHELPDESK@COMPANYNAME.COM, that ticket would create using a specific template designed for those types of tickets? Thanks,
SDP Request page query
Hi All, Is it possible to allow the 'incident - additional fields' that I have created to be updated on the request tab main page like you can do with the 'Assigned To' & 'Group' categories instead of going in to each request to change it? Thanks James
free license for ManageEngine ServiceDesk
Hi! I NEED new free license for ManageEngine ServiceDesk. Error in attach. What I need do?
Dashboard filters only work for SDAdmin in 9.3 upgrade
One of the features that we are wanting to use is the dashboard customization, so that each support group can view the dashboard for their area. Upon testing, I am able to set the support group filter to any of the support groups, but other users cannot. When they set the filter and hit apply, the dashboard still shows everyone even though the filter shows the one support group. The only difference I can see is that I have SDAdmin, and the others are custom roles. I did try to create a new role
Technician Details along with associated group
Hi Team, Is there any query which gives the technician details along with Group & associated SITE.
Report Request - Expired yet active workstations
MS SQL Build 9236 Looking for a report that lists all workstations that are active/in use but have an expiration date. I saw something similar in the canned reports, but the numbers don't match to what I get when I filter from the front end. Name Product CI Type Expiry Date Asset State Department Acquisition Date Thanks David
Component shows in asset list
I'm using SDP to track my purchases. I've defined things like HDD, vide cards, monitors as components. However, after I recieve a PO and assign one ogf those to an actual computer, those components still 1) show up in the "in use" asset list and 2) use one of my allowed assset from my license. How can I make components not show as an asset?
sending email from the servicedesk
when i send a notification for approval through the helpdesk, to the approver , the sender name would show as IT HELPDESK. but if i go to the request itself, and see all conversations, it shows the technician name, that is my name who send the request for approval. is it possible to set the settings as when me as technician sent a request for approval, the approver has to get in his inbox, my name as the sender and not the IT HELPDESK?
Auto Close Rejected Approvals
Hi Is there a way to auto close requests if the approval status is declined, we have a lot of requests that go out to managers for approval and some come back declined and then sit in the service desk doing nothing until someone manually closes it. Regards Adam
iPhone App
We're switching to iPhone 4 as our corporate phones and an iPhone app that would allow us to view and close tickets on the go, and to allow staff to log jobs from their phone would be awesome.
Multiple Check Box in Incident Template
Hi Support, I'm trying to create employee join/move/leave form into incident template. I would prefer to use multiple check box example Hardware request Deskphone Mobilephone Desktop Laptop I've notice in service catalog there an option to use radio button does this exit in incident template? Appreciate you could advise accordingly. Regards, Vincent
Move ServiceDesk application to a new server...but not the database which is on a separate server?
Hi, I am using the latest version of ServiceDesk plus (9301) on premises. I have the application installed on a windows application server and the SQL Server database installed on a separate database server. I now need to move just the application part to a new server...but do not need to move the database. Is there an easy way to do this...I have looked online and most of the guides talk about doing a complete move i.e. including the database. Should I just follow these...or is there a special way
Cursor position in reply mails
When a requestor responds to a request, the cursor is at the end of the text defined in the template. Is it possible to position the cursor automatically at the beginning?
Report on the manual extension of Due Dates
I need a time bound report for those incidents and service requests, whose due dates were manually changed and by who
Report time spent by a member of a project
Good afternoon I need your help please. I need to generate a report indicating that this project involved a member of a project and how much time is spent. Also generate a comparative report on the planned and actual project progress, tasks and milestones. Thanks
How do I group incident template?
Hi Support, How do I group incident template? I'm running on version 9049. If I may require for upgrade which version? Regards, Vincent
How to import IP Phone from CSV with Phone DN field
Hi, I wanna to import IP phone from CSV, but when I map field, I don't find "phone DN" field for map to CSV column. What Should I do? I think it's very important for IP Phone? Thanks
Request/Incident -> Change Workflow
I am trying to figure out how we can make Change templates available to our requesters although they are not directly available. Is there a mechanism that will take a requester's Request or Incident and automatically open a Change? Thanks, Andrew
Virtualizing the ServiceDesk Plus Server
Hello, I am looking to virtualize my ServiceDesk Plus server. I am running ServiceDesk Plus 7.6.0 build 7611, and would like to set it up on Server 2008 R2 (64-bit) in VMWare ESX 4.1. Is anybody out there virtualizing their ServiceDesk server on the platforms mentioned above (or previous versions for that matter) and having any issues (please also comment if you're not having issues)? Anybody with ManageEngine know of any issues doing this? I would like to know if you are virtualizing ServiceDesk
Approval Template Preview when receiving a Request for approval
Hi, When a Service Request is sent for approval the approver receives an e-mail notification with the relevant link. The link displays the following page as captured below. Is there a way to display the Subject of the Request too and not only the description? BR, Mary P.
Technician updates to be included in Email notification
Hi Support, Appreciate you could advise if I can include the add notes by technician into email notification for customer as an update? Regards, Vincent
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