Onboarding and Offboarding
Does anyone have any tips for creating onboarding (new hire) and offboarding (terminations) templates? Thanks
Escalate unassinged requests
Hi, Is the anyway to auto-assign unassigned request after a particular period has passed. We needed to do this mainly for requests submitted via email, these are usually handled(assigned to techies) by the service desk coordinator, but in cases where she is not at her desk, or if she misses a request, that request may remain unassigned until it violates the SLA. We prefer not to use the normal technician auto-assign feature because we have a lot of support teams and the service desk coordinator
I need to hide many unused Configuration Items Types, is there a way to do this at the DB level or using the REST APIs?
I can not find a way to hide many unused Configuration Items Types using the Web UI, is there a way to do this at the DB level or using the REST APIs? Thanks Ken
ServiceDesk Plus does not run...
Hello, I've just updated the ServiceDesk Plus to newest Version yesterday. It says that its completed successfully. I then start the Manage Engine Service Desk plus in services, but i can not connect the client to it. It says connection refused. Then i do following steps: - Stop ME Servidesk Plus services. - Open CMD in Admin mode and execute the run.bat in bin folder. - After some minutes, it says that i should start the client. The client runs OK. Now the thing is, - The ME Sevicedesk Plus service
CMDB REST API - Input JSON
Hi, We are looking at some amount of inventory management being handled via API, but while we find some documentation for the CMDB API with XML inputs, there does not seem to be much that talks about JSON formats. Is this supported? Is there any documentation available?
Issue with upgrade
I am trying to migrate from an old 2008 server which has version 9.0.36 on it to a 2012R2 server. I currently have version 9.0.0 installed on the new 2012R2 server however when I upgrade i get this error . I have attached the error log. I need this working by Monday so if anyone has any ideas, that would be great
SLA Reporting - Actual Ticket Open Time
Hi there, I need to know the actual time the ticket was open and with the technician. I want to exclude the waiting and on hold times and find out the exact time it was with the technician. Any help in getting this information from the reporting would be appreciated. Thanks and Regards, Augustine
Reporting on Multi-Select Fields from SQL
If I have an Additional field that is a multi-select; what is the proper syntax to report on it from SQL? If you can show me an example using additional field UDF_CHAR39 I'd appreciate it
Permissions required to scan virtual Hosts
What permissions are required for SDP to be able to scan and search a Virtual Host? Do permissions need to be setup on the Virtual Host for SDP to be able to scan it?
Tickets opened today
Folks, I"m a little embarrassed to post this, because it should be obvious, but perhaps I'm just tired. I need a Request View that shows all the tickets that were opened today (regardless of current status). Please help me and my weary mind...what did I miss? Thanks, Adam
Question about service request Form & Field rule
can I create (form & field rule), to put the service request state (on hold) till it reach (specific date) field defined by requester on the request, (e.g.: Joining Date), & when reaching this date, the request opens & start counting the relative SLA time. Thanks,
ServiceDesk Plus 9235 Released
Dear Users, SDP 9235 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9235: SD-65253 : Unable to perform agent based scan when SSO is enabled in server. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Service Request SLA "responded by" trigger
In a Service Request, what will trigger the "responded" in the SLA. Or...what do I need to do so the ticket will know that I have responded to it and I'll comply with that SLA time frame?
java.exe over 90% CPU
Hi, Today, Java.exe process went up to 90% CPU and has not gone below for 2 hours now, preventing doing anything with the aplication. I can't even log on. Previously, SDP was working like a charm. I restarted the server, but when back up, java goes high again. OS Windows Server 2012R2 DB SQL 2014 SDP version 9.2 Build 9233 I can´t generate support files, so I attached the complete server\default\log folder. Please let me know if you need some additional information. Best regards, Rodrigo.
Full HTML email support
Hey guys, It's a feature that's been requested quite a bit over the years and I can't find if there was ever any movement on it. We are attempting to 'rebrand' our helpdesk and one of the aspects of that is consistent communication. Bot having full control over the notification's is seriously hampering that. I've searched the forums and roadmap but I can't see anything on there? Thanks!
View all incidents associated with a problem, even when they're not assigned to you
There should be a setting that allows a technician to see all incidents relating to a problem they're working on, even if the incidents aren't assigned to them. I have a number of technicians who are only able to see incidents that are assigned to them. If I create a problem and assign it to one of these technicians, the incidents tab only contains incidents that are also assigned to the technician. This is not good as a technician investigating a problem will probably need as much information
SMS Business Rule Notification Not Working
Hi all, I'm trying to make a business rule that alerts one of my techs when a request is put into a certain group. My challenge is on the SMS side. To start email is working just fine including a connector in exchange. In and out bound no issues. Notifications with emails are also working. I've entered (into SMS Mail ID) and manually tested via my exchange environment that PHONENUMER@carrier.com which is successful. I've looked through the Notifications area to see if I need to enable anything but
How is Asset State determined?
How does ServiceDesk Plus determine Asset State?
Showing Tickets to Email Group
Hi there, In our organization we terminate people through ServiceDesk. We also copy an email group in the "E-mail Id(s) To Notify" field. I've created a group in ServiceDesk called Terminations that can see the Terminations template, but I'm trying to get it so everyone in the ServiceDesk Terminations group can click the email link and view the ticket details and attachments associated with the ticket. What we get instead is the "Request does not fall under your permitted scope" error. If someone
FAILURE Site with same name already exists. Please provide a different value
Hi, We are getting the below error message after deleting a Region without deleting the sites first and trying to add the old sites again to the system FAILURE :Site with same name already exists. Please provide a different value. Can anyone please advise how to delete the old sites from the Database as they are not showing in the web console? thanks in advance
Form Customization - When preferable to User Custom Fields vs Resources?
Dear all, When should I use Customized fields and when should I use Form resources? I understand that data types like drop down list can only be done with Resources, but in general, if the field is a text field, is it better to use it in a custom field or as resource? Kind regards, JS
Email Submitted Tickets | Default Template
Hey All, Email Submitted tickets use the Default Template and I know all tickets coming in via email are set to a Request Type of Incident. I am looking for some documentation that outlines this. Is there anything in the Admin Guide or anywhere else for that matter that explains this? I am looking for this information so I can provide it to the project team. Thanks! Jeff Day
Technicians cannot see the parent ticket of a task they've been assigned to
Dear all, In our organization, we would like to give full overview of all tickets only to the Service Desk - 1st Level support. On 2nd Level support the technicians should only be able to see/edit the tickets assigned to their group. The exception will be of course when a task is assigned to that technician. He/She will need to see all the information of the ticket, which can be assigned to other group, in order to successfully complete the task. Kind regards, JS
Inquiry : Change Associated Ticket to Incident
Hi, I wan to inquire Subject : Status of Change Ticket associated with Incident Ticket For an associated ticket of Change with incident, will the change status trigger the Incident status to be close ? If there is non, is there any automated flow of Chnage status trigger incident status to be updated with resolved ? Scenario : 1. Requester raise incident request 2. Technician Raise Change Request 3. Once Techinician Update with a. Rejected >> Incident status update with Rejected b.
Presentation Setting
Good day, Can you add formatting options with templates or services? In the attached picture you will notice that Requester Details is withing a blue ribbon. I think it can be useful to be able to add such borders or ribbons in complex templates so that required information can be grouped logically. Thanks,
Re-order Reports folders
Hi - recently a new folder has appeared at the top of our reports folders - Reports on Projects. As we don't use the projects feature, could we send that folder to the bottom of the list?
Service Request Does Create Tasks After Approvals
We are running version 9.110 with MS SQL. We created a service catalog template and have the following work flow configured. Two levels approval All approvers have to approve the Service Request Send Approval notification automatically when a Service Request is raised Do not assign technician before Service Request is approved. There is NO SLA assigned Automatically trigger tasks once Service Request got Approved. There is one task configured and assigned to a specific technician When the incident
Setup BusinessRule for ManageEngine ServerDesk
I created a rule runs automatically and installed automatically as shown in the picture. My problem is in the monitor Request Details have market Asset (s) and I am wanting to install automatically for the Asset (s). But in drop Perform these actions I don't find Asset (s) to install automatically for it. Please help me for this problem. Thanks so much
Adding Project Report on the Dashboard
Am trying to figure out how to configure the dashboard to be able to accommodate more menus instead of the three (Helpdesk, Problem&change,Assets. Is this possible?
Assets - Auto Assign Asset
Hi, We are having issues with Auto Assign Asset: - When we use Auto Assign Asset it assign the User and the Department and leaves out the Site. - Doing it manually and assigning an asset to a User it will fill out User, Department and Site. When we run report for asset by user and site it provide us with incorrect information. We have over 250 asset we can not put them back in store and assign them one by one manually. Please any help will be appreciated.
SD plus on hosted service
I have a website hosted on hostgator. I'm wondering if it's possible to install SD Plus on the same hostgator server and access it via a subdomain. Is this possible? My other option would be running it from my own web server.
BD SERVICE DESK PLUS
when I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
GUI: Free unused space below list in asset module
Hi, is it possible to use the free space below the asset type list (in asset module) more efficiently? (the height seems to be fixed!?) (in any browser!)
Slow search in Asset module
Hello to all, after upgrade our installation to 9231 we have experienced that searchs from search bar in Asset module are very slow. Could you give us any solution? Details of our installation: SDP 9231 Build W2012 64 Bits SQL 2012 Thanks in advance
Report Required for Technician
Can I have the following report please: I have a technician 'Hardware' If a request/complaint is made against suppose, workstation 'PC-2013' and assigned to 'Hardware' I want a report that shows all requests of this workstation that have been assigned to 'Hardware' ONLY. If possible I would also like the number of days between the requests. Example PC does not Boot 11/2/2016 RAM damaged 12/2/2016 30 ( days after the previous complaint) The day count is secondary. But the remaining details such
Custom field for more than one person
We'd like to be able to create a request form where someone can be listed as the requester, but we could also select multiple people that could be potentially affected due to the request. This is not a request to have more than one requester. We'd like this to be similar to the "Assets" field where we could type in names and using what SD imported from AD, it could resolve those names and put them in a list as similar as pictured. Is this possible?
preventive maintenance tasks
Hello, I wonder if it is possible to work with variables in preventive maintenance tasks This is because we have some maintanance tasks that repeat them selfs every month but the subject should change with it (for the %Month% / %Year% Now we do this manual but we wondered if its possible that the preventive maintenance tasks can use variables in the subject Thanks in advance.
Resolve - Not Close
Hello I have just finished an ITIL course. We were told that incidents should be marked as "Resolved" and then "Closed" in an agreed amount of days (via the automated closed rules). The actions tab on Service Desk Plus only includes Closed. Is there a way of choosing what is shown? I want to be able to easily select resolve on the tab, rather than needing to edit the incident and then select the option. I look forward to your response. Mark
Request Closue Code
I would like to be able to make a closure code mandatory to close a request. Is there any way to get this done? Current Version 9.2 Build 9231
place to put file to download
Is there an established place (folder under ServiceDesk) to put files that can be downloaded (eg. User Manual) from Portal Usage section? Thanks
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