ServiceDesk Assets software list not updating
Hello, When we uninstall software from computers, the software list for the computer does not update. If you run Scan Now on the computer it still don't update. We use the ManageEngine Agent on all workstations. This is missing up reports for software licenses. Thank you
Convert Incident to Service Request
I am having an issue when converting Incident to Service Request. If I select "overwrite" then I lose some data that I want to keep ( mode and site ), but if I do not overwrite I don't get my default items like Category, Sub-Category, Item...... I would like to see an option to overwrite only fields that are blank. Or something similar.
Rest API
how to use rest api to add worklog Does anyone has C# examples
Work flow for task assignments
I am looking for a way to automatically assign all tasks associated with a service request to a technician AFTER the request has been approved. work flow: Template has assigned tasks that "activate after approved Service request created Assigned to tech that manages the approval process After approvals service request reassigned to an engineer that will work the issue/problem. At this point all the associated tasks need to be assigned to the engineer. Before this point they should not be assigned
Ability to reply to latest message in conversation
In Requests, only the "Forward" button is shown below your own messages in the conversation thread. Quite often we will want to make an initial reply of "we're looking into it, try _____" and then follow that up with a "actually, that won't work; after more investigation, try ____" reply. It would be best if the whole thread was kept in the email for requester. In my email I would go into the Sent Items folder and do a Reply To All from there. You can choose to forward and then manually enter
Report on the most common queries in the service Catalogue
Dears, I'm not sure if possible, but would be great to have a report on what were the queries made in search bar of the service catalogue, in order to understand what our users are looking for. Sometimes we provide the service, but due to different search strings, the right service is not displayed. If we would be able to see the search patterns, the Service Catalogue would become much more user friendly. Kind regards, JS
Change search algorithm for solutions
When searching for a solution the results contain every Solution that contains ANY of the search words, so the more precise the search terms are the less accurate the results are (result set is too large). For instance if you search for 'mobile phone add mail account' the search results contain every solution that contains any of those words and are too numerous to be useful. It is more helpful to just search on 'mobile' and sift through the Solutions returned. It would be much more useful if the
Not being able to generate reports when adding to the field "Value"
Dear all, We were unable to generate reports using the criteria suggested by the application, so we tried many others possibilities and still didnt get any result. The values we tried were None, "None", Null, "Null" without success. Can you help us get around this issue? Thanks in advance. Regards.
The “New Purchase Order” & “Delete” buttons under Purchase tab page are duplicated after upgrade sdp to 9221...
hi， team Since SDP 9220, if we upgrade SDP again ( for example: upgrade sdp from 9220 to 9221), the "New Purchase Order“ & ” Delete“ buttons display duplicated. please refer to following image: if we continue do upgrade, for example: upgrade SDP from 9221 to 9222 ... 9227, the duplicated buttons are more added one times for every upgrade. (following image is captured after I upgraded to 9222, you will see the buttons are duplicated TWO times.) following image shows SDP was upgraded from 9222 to 9227,
Double Login by Requester
We are running latest version of SDP (9234) and have NTLM Passthrough enabled. Windows users auto-authenticate and passthrough, but Linux and Mac Users get the usual Pop-Up that doesn't seem to accept their username and password, drops them to the login page and then they can Authenticate with just username (without domain\user or user@domain) and get in to find their tickets as expected. However, this strange thing happened... a user logged in with say user@corp.local instead of just user... and
Can you get the User Satisfaction levels in the User Survey to go from "Good" to "Bad" from the top down instead of the bottom up?
Business Rules
Hi, I'm trying to set a business rule to define that any ticket which is created without a group goes to a central pot for assignment. I added and cascades a rule that if any request was created or changed to Group=None it gets assigned to this group, but after sending a few tests to this they just sit there with no group Not assigned. Any ideas how I can fix this ? Andrew
1 SLA definition to rule them all
Is it possible to have the SLA's cover BOTH Requests and Service Catalog or do they need to be set up separately? Ideally I want to set up the SLA under Admin | Organizational Details | Service Level Agreements and have those rules apply to BOTH Incidents and Service Requests. Possible or do I need to duplicate them for Service Catalog? Thanks
Custom settings per support group?
We currently have 16 support groups setup within ServiceDesk & are wanting to customise... Dashboards Surveys Notification Rules SLAs ...just to name a few! (per group) We have several non technical teams using the platform which currently find the current global settings limiting.
User attribute on AD can not be imported when it is null.
hi, Can anybody teach me how to import user attribute completely? For example, when I change one user's "Title" attribute from "manager" to "null"(blank) , it can't get reflected in ServiceDesk User information, but when I change it to "director", it can get reflected correctly. Please let me know how to import full user attribute into ServiceDesk. I would appreciate your support. THank you Best regards, Yoshihiro Mochizuki
ServiceDesk Plus / SSO with Dual Domains
Hello! We are running the latest SD+ Build 9235 and would like to use SSO. We have followed the troubleshooting steps but have been unable to successfully complete an automated SSO. I suspect the problem stems from our dual domain configuration. We have a primary domain (CORP) that all users log into natively, but still have the legacy (LEGACY) domain active within the environment. Is there a way to configure SD+ to pass through SSO using the CORP domain by default for all requests?
Survey configuration
Hello to all, is it possible enable survey only for "Resolved" requests? Thanks in advance
New Approver Options for Service Catalog
I'm using build 2334 with a SQL Server and just noticed all the new options for Approval. My question, how or where do we set those titles? For example $Dept_Approver$, is that set at the requester or are we required to have a field in AD that maps to that or something? Thanks David
Custom trigger script to automatically resolve ticket based on criteria?
Has anyone figured out how to do this in PowerShell or another scripting language? Essentially, I am trying to set up tickets sent from X account (an account used to send backup reports) with the word "completed" in the subject to automatically set the status to resolve so only the failed tickets remain opened. It's become a SOx requirement to track backups (failed and completed) in our ticketing system---since we perform daily backups and most are completed successfully, I would just like to immediately
Approval status as option in custom trigger and business rulls
It will be nice to use an option approval status for request in custom trigger. Case: When request approved run trigger that do something (give rights to access server as e.g.)
Problem in scheduled Report
Dear All Please need your support as i face problem when i try to scheduled report on XLS format , it doesn't sent however if i change format to any thing else it sent successfully Note:- I checked the log and nothing wrong also
Approvals in Request Print Preview
Is it possible to print approvers in the request by using the print preview as we can print other information like requester detail etc. Please advise. Thanks.
Requester Conversations - doesn't see email to the copy contatcs
Hi, in Requester Conversation I can't see notification to the copy contatcts (Email id(s) to Notify), Is there a configuration to edit? thanks
Re: Standard csv format for assets
Is there a standard csv format to be uploaded into SDP or it can be edited according to convenience? Thanks
Project tab cuts off one project from view
Service Desk Plus Build: 9218 When sorting projects by "Owner" the list does not properly display all projects. For example, I change the list view to sort descending (Z to A) the Project ID I see at the bottom of the page is Project ID #63 through Project ID #77. Project #62 cannot be found anywhere on page 1. Once I click to page 2, I do not find Project ID#62 but do find that Project ID#77 has been listed again. If I sort by Project ID though every project is listed as expected. So more specific
Reply Templates with ability to embed pictures as inline images stored on SDP server
Hi All: Would there be any posibility to allow Reply Templates to accept embeded pictures in the same way as it is done in when replying to requests or creating solutions? Although I can embed pictures in Reply Templates, but when such a Reply Template is sent to a requestor, their clients see only image placeholders. I investigated the issue and found that picutres pasted into content of Reply Templates are represented in HTML code (as img src="data:image/png;base64,iVBORw) whereas picutures inserted
Resolve not Closed
Hey Is there anyway of changing the Actions tab to show Resolved rather than Closed. I want ServiceDesk to auto close an incident 5 days after it has been resolved. Thanks
more info required regarding rel. 9233 (asset scan agent)
Dear Team, We are continiously observing asset scan problems since upgrading to 9.2.33. Could you please elaborate more about the change, compatibility backwards? We don't know if the scanning is stopped until agent is upgraded to 1.0.23 or what? Should assets be scanned properly using agent 1.0.22, but SD+ release 9.2.33? Is there a need to reboot a PC after upgrading agent to 1.0.23 (it looks like it doesnt work before rebooting a PC)? Are there any need for updating security rules e.g. opening
Prevent Technicians From Creating New Sites
How can I prevent technicians from creating new sites when entering a new request? We are a school district and it is easy to misspell a site name in the site box (they sometimes don't use the drop down and type it in). We end up with a few site names a few characters different and it is messing up our reports. Thanks! -Ken
Rendering Exception After Creating New Departments
Hello... I am receiving [Rendering Exception] after I create a test department. I can recreate this multiple times... Is there a fix? Thanks Robert.Morris@angmarcompanies.com
E-Mail Command Function in Mail Server Settings
Hi, Just a quick question. Does anyone know how to add comments into a ticket via an E-mail update ? We're enabled the E-Mail Command function and can update a ticket....but we'd like to add comments in the ticket, not update any actual field. Any ideas ? @@REQUESTID = 168187@@ @@OPERATION = EditRequest@@ @@DESCRIPTION=Testing the function@@Results in this... Updated by Andrew Nelson on Nov 23, 2016 10:53 AM Request Updated by Andrew Nelson Reason : The request with request id : 168187 is updated
extract all the solutions
Hello, it is possible to extract all the stock solutions that are in service desk plus? thank´s
ServiceDesk Plus 9234 Released
Dear Users, SDP 9234 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9234: SD-60295 , SD-63336: Solution Auto Suggest for Technicians: Suggesting solutions for requests based on the keywords found in the requests. This allows the Technicians to try different solutions from the suggestions, copy them as resolutions if applicable, or add comments to the solutions that didn’t work while keeping track of
Required notes on reassign
Our process when reassigning a ticket is to currently: Assign a new technician Go back into ticket Select 'Add note' Type the note out Tick 'send note to technician' Save the note The problem with this method is that it's constantly being forgotten or overlooked and the process takes more time than it needs to. I would like to see an option to enforce a notes window to show on technician reassignment which can be set to automatically notify the tech of the reason. Not sure how this would affect automatic
Is it possible to downgrade SDP version without loosing any data?
I recently upgraded to service desk plus 9.2 build 9233 over the weekend but now that operations are back online a lot of bugs are being sent to me and most of the teams aren't able to work properly. I did perform a backup of the database and the application before the upgrade but since this new version has been in production for 3 days now, a lot of new requests got created and I don't want to loose them. So my question is, is there a way to downgrade to a stable build of service desk plus without
Cab members receive 2 e-mails when added to CAB.
I added Cab Members and they received a first e-mail automatically without sending a recommendation saying the following: Subject : Change Request ID:#zzz# is awaiting your approval. The Change Request ID: zzz initiated by technician requires your approval after CAB meetings and procedures. User Comments: Ready for the approval stage. Change Request Overview Why do CAB members receive this e-mail? It is confusing for them as all I want them to do is recommend. I have nothing check in notification
Update from 9222 to 9234 mising left sidebar
We just updated from 9222 to 9234, and while I like the new look, we are missing the sidebar that using to run down the left that had the last 10 or so previous incidents worked on. Is there any way to get that back?
Notes
Please someone get someone to move the notes up on the ticket view. you just can't see them all the way down there! it would be nice if there was another tab on the top with a grey icon of the notes and then a bright yellow one if there are notes, so you can see it. OR move notes up to under then chat.
View all request except the one from one support group?
Is this possible? I know I can setup roles for every support group so they can only see their own or their groups requests but I would like do to the opposite. Allow all support groups to see all requests except the ones from one support group. There is too many downside for me to use the current role approach because my support groups work with one and another and need to see each others requests but one group in particular deals with sensitive requests that no one else should see but them.
Can w ehave SDP website embedded in a Sharepoint page?
Dear all, In our organization we use SharePoint, and would like to have one sharepoint page where user can open the SDP page. Is this possible off the shelf? Kind regards, JS
Next Page