Is there a way to keep the search option banner visible above the fields when viewing requests under request tab?
Is there a way to keep the search option banner visible above the fields when viewing requests under request tab? Vs. scrolling to the right and clicking on the search icon each and every time:
Boot Camp Dec'16
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Mobile from Attribute
Dears, i need script to match below : i create field called Mobile Number, and i need to get the number from field name Mobile (which is imported from active directory ) , as i need to view his mobile while requester create the request in that additional field i created before (Mobile Number). ----so if i know column Name of Mobile (imported from active directory) it will help and i will match these fields, appreciate your support.
Purchase request per API
Hi, is it possible to create a new purchase request per API call? Example? Thanks, Dayn
Additional Request fields using Active Directory attributes
Good Evening, Is there a way to add more fields to a request and use Active Directory attributes to be populated out of the box, or would we need to use a custom trigger? We are wanting to prepopulate a user's address, phone number, and so on from Active Directory. I brought the attributes in through the "User - Additional Fields", but if I try to map the fields the same way in a request, it just shows the text like "l" for "State", "samAccountName" for "login ID", and so on instead of the actual
Report to track incidents progress
there are many questions in the forum regarding timespent on the requests, however none of the provided reports /custom report actually worked with v9. in short we need to find out how much of time each technician spent working on ticket (since assignment to him till he push it to other queue - assign it to different team) how can we get report for this and to output sum for each technician for MSSQL thanks for your usual support
Best practice concerning solutions in different languages
Hello Forum, I trying to figure out the best way to build a multi-language solution DB. I will need 4-6 different languages. Goal would be to show the solution in the requester browser language and default to English if no local solution exists. Any ideas? Thanks Daryn
Notifications on dashboard in Chrome
Hi, since updating to the latest servicepack, the notifications (alarm icon with a number) doesn't highlight anymore when a request has been replied to etc. Can still click and see but far less useful now. Still works in IE though. Anyone else had this / know a fix? Thanks, Dean
Getting an automated workflow by sending mails
Hi, Is to possible to convert the mail into workflow? When a mail reaches service desk , a ticket should be generated with approval process Thanks, Ramesh
Request Audit
Hello, Is there a log somewhere within the server/DB that shows the requests catalog history - specifically details of when a ticket is deleted by an admin/technician? Thank you, James
Mobile for ANDROID does not work
Mobile for Android does not work. PLease advise.
Question about Technician Auto Assign feature
Hey all, We've been using the Technician Auto Assign feature for almost a year with no issue. We use the load-balancing option to make sure the distribution of tickets is, well, balanced. Last week one of my technicians (Barry) was on vacation. I marked him as such in the Technician Availability Chart and assigned another person (Ben) as the Backup Technician. We received an important ticket that should have been assigned to Ben, but it got assigned to Barry and went unseen for 24 hours. In the
Inability to Edit Requester Templates
I am really struggling and cannot understand why requester templates cannot be edited, or changed. We can create a template which shows on the technician side, but even as an admin within DC, cannot make changes to on the requester side? It seems like this is a function that we should be able to change and customize to our needs. We need the ability to make the description field mandatory. On some of the templates we can do this, but on others the description field doesn't even appear. This is really
Execute script and close ticket on Approval?
Is this an option? We're looking to add a user to an AD group and close the ticket once the ticket is approved.
Webinar: How to Master Request Management using ServiceDesk Plus.
Hello everyone! Wish you a fabulous 2017! Keeping our promise to make IT easy for you, this year we bring feature-specific webinars every month accurately fashioned to further your expertise in ServiceDesk Plus. I'm glad to invite you all for the first webinar encompassing the basics of request management, related best practices, and latest updates on 17th of January. For your ease, we will conduct this webinar at three different time-zones. So set apart 40-mins of your time and join us either
Dual Purchase Approvals
I'm not sure if I'm overlooking how to do this or if this should be a feature request. I need to have a user that currently has a purchase level of say $10000 with a higher amount that can only be jointly approved if the CIO is out. Example: Sam currently has an approval level of $10k. Sandra doesn't have a current level. And Tom has a level of $1m. If Tom is out (for whatever reason) only together can Sam and Sandra approve Tom's amount. Otherwise, Sam can only approve 10k and Sandra nil. Thank
Add Asset Info to Groups of Assets All At Once
I'm just getting my assets pulled into SDP and I'd like to update groups of assets in mass. For instance, purchasing information is not filled in for the assets discovered by scanning the network. I'd like to be able to select a group of say 30 PC's that were purchased together and update them all with Purchase Date, Vendor, Warranty Expiration and Purchase Cost all at the same time. Is there an easy way to accomplish this without having to click on each asset and update them individually? Thanks!
worklog custom field
I am using the work log to track version updates in several coding projects I have. It would be super helpful to display the custom field "version" on the details list, so I can at a glance see what updates are associated with what version. But when I choose columns the custom fields are not listed. I am sure I can do this through a report and do intend to, but I would like to see at a glance on the fly without having to stop and run a report. Is there a way, or can this be put in as a development
Report to show number of tickets closed / resolved by site
Hi im looking to build a report which shows which technician has closed / resolved tickets on each site Thanks Postgres Version : 9.2 Build 923
Report for No Notes in 72 Hours
Hello, is it possible to create a query report that looks at incidents/requests that have not had a note added over the past 72 hours? I found this: SELECT wo.WORKORDERID "Request ID", wo.title 'subject',notes.NotesText "Request Notes" FROM WorkOrder wo left join notes on notes.workorderid=wo.workorderid WHERE wo.isparent=1 but it only shows me request id, subject and notes. Any way to show only those without notes in the last 72 hours? Thanks
Showing 'Discussion notes' also if nothing is in there
Viewing Discussion Notes Once you add a note to the request the Discussion notes gets displayed in descending order of their date of creation just below the Requester Details block. --------------------- And thats my question: is it possible to display the 'Discussion notes' still if no notes are in the Ticket? The Reason why i want this is that i directly can write it in there instead to navigate to "Action -> Add Discution note -> write the note" Thanks a lot
IE11 not responding when loading requester form
IE11 becomes unresponsive when loading our requester form. It loads fine in Chrome but we find that that in IE it takes 25-30 seconds until it becomes responsive. Also, when the form is loading in IE11 it shows all fields before hiding them, as is set in the field 'on form load' rules.Has anyone experienced this issue? The form is quite complex with a lot of additional fields which are hidden and displayed on conditions being met. Does Servicedesk Plus have a recommended limit on the number of fields
does Custom Trigger supported by ManageENgine 9.0 Build 9008 .?
I am facing issues to find custom trigger .i need to run my python script?
Unknown printers
Hello, I ran a scan of one of our printer VLANs and 99% of them returned unknown printer. I find that very strange as we use standard Lexmark business printers and the scan returned the infos required: Lexmark XC4150 version ATL.030.082 kernel 4.2.8-yocto-standard-882b13d5eb08649bf415e5fa5fbe11fb All-N-1 Lexmark XM3150 version NH5.SB.N543 kernel 3.0.0 All-N-1 Please advise. Thanks, Daryn
Finding deleted Requests
If someone deletes a request or even a Change, is there any log of that action where an admin can see who deleted it and what was deleted? So If I know that Request 130711 was deleted because of a gap between 130710 and 130712, is it possible to find out anything about the missing record? Any audit trail or recycle bin type of thing? Thanks David
Report to count number of tickets open for each requester
Hi im looking to build a report that does a count of each open ticket per requester Thanks Postgres Version : 9.2 Build 923
Resolution Template with Attachments
Is there a way to have a resolution template contain a list of attachments? I onboard employees, when I do I have a list of several documents that must be sent to the supervisor. I was wondering as they are the same documents for all employees hired if there is a way to create a resolution template that contains all the documents as attachments, and whatever else so when I select resolved that it will send these documents automatically on resolution. I thought about doing a reply and usually that
Associate Assets
Hi, We can associate assets in Request Module. But it is different in Change Module. 1. Could you make the same view as it in request ? 2. Could you add more fields when we associate assets such as IP address, asset tag ? Thanks.
Move from psql to MSSQL
I would like to know if there is a procedure to move my current ProgressSQL based locally hosted ManageEngine to MSSQL. I would like the ability to use Crystal Reports to generate some needed reports and I would also like to have the ability to work in an environment I am more familiar with. I did some searches as I did not wish to ask a question that may have been beaten like a dead horse, but I was unable to find any real answers. I appreciate any information, Jim
Asset/Vendor price bug??
Hello, I have created vendors and products and have also assigned the products to the venders. I then scanned my printers and assigned the vendor to them. Strange thing is that the printer models were correctly identified by the scan but the price for the product is not properly updated. It seems that it chooses the first vendor product every time I choose the vendor - even if the product I'm working on is at the bottom of the vendors product list. Please advise. Thanks Daryn
Survey Link HTTP Status 500 - Error
Servicedesk 9.2 Build 9233 has been upgraded. After the transition, we clicked on the survey links to the users and started to get the error. Can you help me. However if I click the survey link button, I get a 500 error immediately. Support File Attachment
Restore previous theme after upgrade
We recently upgraded SDP and our custom theme is gone. We have a backup, but I am not sure how to restore the theme we had. Is that possible?
Exporting Tickets with Attachments
Does anyone know of a method to export individual tickets with their attachments to a directory? We are looking to export any tickets that are marked as "Approved' to our Accounts Payable Document mgmt system.
Report to show count of tickets in a particualr group
Hello I'm looking to build a report that will do a count on the number of open tickets assigned to a particular group Thanks Postgres Version : 9.2 Build 923
How to delete assets and start over?
We would like to delete all of the assets in our ServiceDesk and start fresh. We're using 9237. Is this possible? Is there an easy way to do this? Thanks!
Can you make Resolution default to the Resolution sub-tab instead of the Solutions tab?
We're using SDP 9237. Thanks.
Need a way in which Technician get alerts when SLA is getting violated
Hi, How to configure the alert, Suppose the ticket created date is Jan 1 and due is Jan 4 , then a reminder should be sent to person on Jan 3 on the service desk plus. Thanks, Ramesh
Change the order of services in a service category?
I've added several new services to an existing service category. Is there a way to drag the items to change the order of appearance for the requestors? Or at least just make them order alphabetically?
'ShowSuggestionsToTechnicians' of 'globalconfig' to be a part of Admin Console
SD-65289 :Unable to disable Solutions auto suggest for Technicians. This can be done by updating the column paramvalue as 'false', for the category 'ShowSuggestionsToTechnicians' of 'globalconfig' table in db. Can you please make the above as a part of Admin console? It's basic configuration setting and you require us to look into the database. /Mar
Cleanup Archived requests
Hi Is there a way to cleanup Archived Requests For example, we don't need requests for >3 years This could free more HDD space. Regards, Dmitry
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