Self Service Portal customisation
Hello, is there a possibility of showing an list of all tickets in a specified category on the self-service portal? thanks for your help Frank
Feature request: Slack integration
Feature request: Integration with Slack Is anyone else out there using Slack? We started using it and think it's awesome. We've integrated PagerDuty and Trello which makes it really easy to behave as a one stop shop for notifications and team communication. Here is a list of things that Slack integrates with (link ). We experimented with using PagerDuty to post notifications in our Help Desk channel when new tickets arrive but it wasn't robust enough. Below is an example of what the PagerDuty notifications
Ticket type not recognized command in report. [updated]
Hello, Maybe you can assist in a query, what I need to setup. At the moment we have a script (see below) it's nice as I can see handled tickets. But I'm in a need for more advanced script. The need is ti to have it scheduled every 3h or at least once in a day. And the report should contain something like: As the current query I need to manually change dates to see handled tickets and remove duplicates after exported to excel, and it groups the tickets under technician. Can you help to make it so
prepopulate Technician
Idea would be for an option with incident templates that you could have %technician% as a field and it will take the technician name from the tech assigning the ticket. eg. you apply a incident template and it's automatically put into the technician's name based on who is logged in and modifying the ticket.
Change Management change approval - script
Hi I need a solution to change "ChangeApprover" based on risk. This mean : if Risk=High ChangeApprover = name1 If Risk=Low ChangeApprover=name2 Can anyone help me with this solution Thx for help
Asset Notification Mail
How can i track my assets by send notifications mail when asset state change.
How to remove computers and inventories that have not been scanned in xx days
Is there a way I can easily removed computers and inventories in assets for computers that have not been scanned in xx days? Thank you, Jim R
Time average.
HI Could someone answer my question about how does the time is calculated between open to resolved time excluding vendor and customer times? Thank you Regards !!!!
Certificado SSL
(post in SPANISH - post en ESPAÑOL) Hola a todos. Estoy instalando la versión FREE de ServiceDesk y en el paso a paso, me he topado con una parte de la instalación que no se como resolverla. El punto en cuestion es que ya tengo el servicio corriendo, pero me dice que es un "Sitio No Seguro" Estoy siguiendo el paso a paso que figura aquí, pero no entiendo cual es el certificado que debo instalar https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Desde
http to https redirect not working since upgrading up to servicedesk plus 9300
out redirect froom http to https isn't working anymore since upgrading up to 9300? we have the following setup C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat70.sar/server.xml <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true" compression="off" compressionMinSize="2048"
Oversized text boxes on login screen - SOLVED
EDIT: This situation was solved with UPDATE 9301.
Self Service Portal and Changes
I would like to add the change calendar view to the self service portal so my requesters can see when changes are going to occur. I had saw a thread on this but really do not see any sort of progress or status on it so I am unsure if it is possible. Can this be done? Or can a button in the change process be added to add an announcement for each approved or scheduled change?
Custom field width in Service Catalog
Is there a way to create a field that spans the width of the form (similar to Subject or Description)? Every field that I put into the Service Catalog only spans half the width of the form (1 of the 2 columns)? Thanks, Dave
SDP V. 9241 - Flash Reports Aren't Working
Hello Friends, A technician brought to my attention that the Flash Report module is no longer working. We're using IE11 and have the latest version of Flash installed. Are you guys phasing out the Flash report module? We're using version 9241. Thank you, Ryan
Accessory should have been Software
Hello, I am trying to change a product type from Accessories to Software in Asset Management, but I'm unable to do so. I keep getting an error: Changing the product type from Accessories to Software is not allowed. How can I fix this so that I can enter licensing information?
SharePoint integration
Hello, I'm looking into how we can integrate project and changes into SharePoint 2013. ideally we would like to be able to display the change calendar in SharePoint also Project tasks, gantt charts etc... Is this possible? Cheers Siobhan
Un-merge requests?
Is the ability to un-merge requests in the road-map for future releases? I know that you can split requests via the conversations, but it would be nice to keep the original ticket ID. Thanks!
Service Request Resource Info Section
Within Service Request Resource Info Section we have a number of selection criteria that depending on response will determine action to be taken with the request (especially for New or Exit User). Would like ability to mark these items as Mandatory (either by Technician or User - just like on an Incident Request). It would also be very helpful if we could spawn tasks based on reponses to items in the Resource Info Section based on a specific response. Anyone else interested in this functionality
Windows Asset Scan Failure via ManageEngine Agent
On some of my workstations/services, the agent based scan is failing. I have tried turning the Windows FW off on those clients and re-running the scan with no luck. I have other workstations that scan just fine. It says below it failed to authenticate but the ManageEngine agent account is a domain admin. Here are the errors I am receiving in the client agent logs: [02/17/17][11:17:38][AEAgent.cpp][60][INFO][25280] ::**************** AEAgent (1.0.12)Started. **************** [02/17/17][11:17:38][AEAgent.cpp][614][INFO][24760]
Communication Lacking on Request #8020222
Could someone from the ServiceDesk Plus support team please respond to the request number listed in he subject line? Not only did I submit this request on 2/13, but sent a follow up to that request on 2/15 and have not receive an acknowledgment or follow up to the request. I have again attached the log file per your instructions. The issue reported is causing challenges in patching systems, and I would like to this resolved soon!
Adding technicians and requester photos
Hi, with the new realease of ServiceDesk you can now add your photo to the personal profile. But this photos will be shared between technicians and requesters???
Request Closing rules not working
We have a template with an additional field that we would like to make sure is filled out when the template is resolved. We have check marked the filed in question, on the closing rules. But when we resolve the ticket with that field left blank, it does not give us an error and changes the status to resolved.
A new scanned workstation and server
I want to create a report that extracts only newly discovered devices by scanning.
What characters will be accepted when calling the API?
Can you tell me which characters are legal for the API to accept text input? Thank you.
ManageEngine Active Directory Seminars - Coming to the UK in February & March (Edinburgh & London)
Just a quick heads up to all the UK based users of ManageEngine Tools. ManageEngine have 2 Active Directory focussed Seminars scheduled to take place in Edinburgh & London (27th February & 2nd March) These seminars will be an opportunity to... Learn about the next-gen AD management trends and techniques Know how to configure and monitor the critical security setting of your AD environment Know about constructing email alerts, to be notified about changes to key security settings Consult with
NTLM Error - Adding Email Signature
Hi, I have two technicians who are unable to add their email signatures to SDP. They add the signature and receive an NTLM error. Anyone else experiencing this? We've tried Firefox, Chrome and IE. The same issue occurs. Thanks Terry
SDP Chat Functionality
Anyone got any live chat software being used that interacts with SDP to create tickets? Thoughts and product suggestions welcome?
Modify Report for Application Requests
I have this MSSQL query that allows me to report on selected resources in our Service Catalog. It works well, however I am having a hard time trying to include the ticket resolved status and limit the results to tickets created last year. I added std.statusname into the query, however when I do that, I can't figure out how to bound it. Any help you could provide would be greatly appreciated. Dave B SELECT WO_Resources.WOID "RequestID",wo.TITLE "Subject",aau.FIRST_NAME "Requester",ti.FIRST_NAME
Secure place for login & p/w
Hi, Looking for suggestions on a secure spot (limiting to only the mangaer and two technicians) where we can enter the login ID and p/w issued to users for phones or applications. How is everyone recording these yet limiting access? Tried using Notes (which makes it secure from the user viewpoint, but, we have various techs who could access the template for a new user and work on various tasks but don't want them to have visibility to the passwords. Anyone else have a need for this within the
Field Form Rule Date Time Calculation
I need need two examples of date/time math with field form rules scripting add two days to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules add 8 hours to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules
How to let users see Projects with no details?
Hi, I would like to let users to have a look at one project without letting them go deeply into it, I wolud like to hide to them single tasks of the project. Unfortunately, every Project Role needs that Tasks accel level is activated, because it seems it's mandatory. Any idea about it? We are on ver. 9.2 Build 9232 Thanks ale
Cannot edit Support Groups (Sorry, an error ocurred)
I cant edit support groups, and as a result of whatever caused this some technicians cant create service calls assigned to these groups.
Upload Business Rules via CSV?
One of the support teams for our office has so many business rules created for auto-assigning work (and CC'ing a secondary person) that using the interface to reconfigure them when their team assignment workflow changes is incredibly time-consuming and they are adament ServiceDesk can't meet their needs because of it. They first update the Excel spreadsheet of their auto-assignment criteria and then need an SDadmin to implement it in ServiceDesk Plus. They are asking for custom development/query/API help
Self-Support Widgets
What can i actually do with the new feature of adding widgets? I tried to add a URL to a service we provide and nothing shows... Please advise
Additional Fields in Templates
Can I add an additional field in a template through the database ? I am the administrator but I am not able to view all of the templates. I know this is a bug and therefore I require a work around. If I could do it directly through the database ...?
Multilanguage in notifications
We have different locations around the world. Is there a way to set different languages for the notifications of the service desk? I.E.: Germany needs to be informed in the german language Italy, China and USA needs to be informed in english language
LDAP AD sync and fields
Hi there, we have setup the call logging system using LDAP but we have a couple of fields missing from the user details. It has not populated the Site details and would like this to work. What we need is it to pull down the City details from an AD user account and then populate within the Call logging system, this would be populated under site ideally. Hope this makes sense. Thanks
Response Time
Hello, In regards to SLA's and the response time. Can you tell me how this works. Scenario: We have a SLA set up for a priority 2. We must respond within 2 hours and resolve within 2 days. A job is sent in that's a priority 2, a technician picks it up. What action is required for the SLA to not be breached within 2 hours. Does the tech have to reply to the ticket? Add a note? whats considered "responding" thank you
New incident templates
Hi there, Recently I was told how to add the 'Incident' tab into the SD Portal by doing the following: 1. Log in as an administrator 2. Go to the Admin tab ->General-> Self service portal settings 3. Look for the option "Combine incident and service templates listing for the service" under general settings Combine incident and service templates listing for the service Yes No 4. Select it as "No". 5. Save the settings. But there is a slight problem - when I am logged in as Admin I can see a whole
Closing Problems
Is it possible to copy a WorkLog on all incidents associated with a problem? I need to be able to do this, since I have configured that to close an incident, obligatorily, there has to be a WorkLog Thank you!
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