Changes API - Planning stage
Hi, We are planning on integrating ManageEngine ServiceDesk Plus' Changes module in some of our deployment processes via API. Setting up the change has been easy based on the documentation, but I was wondering whether there is a way we can add the details required in the Planning stage, notably: 1. Impact 2. Roll-out plan 3. Backout plan 4. Checklist 5. Downtime Is this possible, or are there limitations in the API? Regards, Prashanth
Logged In Technicians not showing properly
Hello, I am using the Online Free Version of Service Desk Plus. I have several technicians logged in to the ticketing system at this time. I am looking at "available technicians" and only one is showing online. I have checked tech settings and found no setting to show them offline or away. What is going on here? Why aren't all the technicians showing online? “I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do it.” ~ Bill Gates
Backup Technician Customization
I know I'm not alone when I say it would be great if we could have a little more control of how the backup technician actually determines ticket assignments. Even though due by date is an important metric, I think all of us would agree if the ticket can be resolved same day, it should be. It would be nice to have the option to have the backup technician be assigned tickets by date created rather than the due by date. That way the technician on leave would not still get tickets assigned to them
Importing Closed requests now Open
I'm importing tickets from another system, xls file, and the status field for all is Closed. However, in SDP a large amount of them are showing a status of Open with a red flag and tooltip saying Resolution status : delayed by <#> days <#> hours. Before the import, in Admin > Service Level Agreements > All SLA based mail escalations is set to DISABLED as we do not use SLA's. I can do a re-import, however, how can I prevent Closed imported requests to remain as Closed? Thanks. Build 9227. Edit:
Feature Request
Hi, Just like we can assign technicians and teams to requests. I would like to assign templates to multiple requests. Thanks.
Proxy settins - new request
Hi could you please extend field named "port" to 5 characters, In our proxy we are using ports 10089, but it's not possible to put this port in proxy settings. Field accept only 4 numbers
AD authentication in FIREFOX .
Hi Team, We are using service desk plus (9.2 Build 9223) for our ITIL process ,Authenticate using AD via IE .Let me know is it possible authenticate service desk in firefox by AD authentication without using plugin ,scripts and GP.Is it possible your team customize the authentication, Work on both browsers . Regard's Chandramouli.P
assign a template to a site?
can I build a template and make the dealt to users at a specific site
Missing Solutions
We recently removed a Technician that approved all of our solutions in the past and now it seems like we are missing most of our old Solutions. Our Requests seem to be unaffected by this. Any help would be appreciated. Thanks
How to capture accurate time spent on a request?
Technicians who handle numerous tickets on a day often miss to record the time spent on that request. As a result, IT administrators face a challenging situation in tracking a technician's working time on a particular ticket and also assess their SLA compliancy capability. ServiceDesk Plus helps you to overcome this situation by effectively using the work log timer. Work log timer helps the technicians to easily record the time at which they start their work on a ticket and also stop the timer as
SDPlugs overview
Here is a short video on some of functions in SDPlugs Regards, Fredrik http://sdplugs.com
Custom icon field
Hi. I've had a request from one of our internal used to be able to have a custom field on a incident that is of type icon. This would appear much as the email status field does where a red/green open/closed envelope is shown to indicate if there are messages and that they have been read. Users should be able to select icons from a library that can be attached to the status along with importing custom icons and descriptive text
Email Parsing - REQUESTTEMPLATE
I have a web form that is sending an email to our SDP instance to generate an Incident Request. I'd like it to use a specific form, which I've included in the parsing commands. However, it is not selecting the template, but using the Default Template.
CAB Recommendations
Hi, Currently experiencing an issue with CAB recommendations. CAB members are receiving message : "You are not authorized to view Change module and details" In the Change notifications under send for recommendation: the $ApprovalLink is included for CAB members to approve. Build: 9226 - MSSQL Regards, Ashburn
SQL Query for Ticket Resolution Notes
I'm running the query below to create a quick report but would like to enhance it to include the resolution notes. Which table has the resolution notes? My goal is to make sure tickets are being closed with a few notes regarding the steps taken to resolve the issue. Thanks for your help SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME "Category", wo.TITLE "Subject", ti.FIRST_NAME "Technician", pd.PRIORITYNAME "Priority", std.STATUSNAME "Request Status", std.ISPENDING
How to execute different permutations of Business Rules
I have the following rules currently configured: (ignore the case as this is just an example) If subject contains "DevOps" assign to Devops Group If subject contains "Critical Priority"; set priority to Critical + send email and sms to technicians A,B, and C If subject contains "High Priority"; set priority to High + send email to technicians A,B, and C As it works right now our IT department can see all the tickets and the DevOps department can only see a subset that are within their group. So I've
Missing data columns in report wizard
Hello I would like to have two different types of reporte for my technicians where they (and I) can easily check which type of tasks they have reported worklog time for in a specific day or week. For the Module Change I manage to get this two types with the builtin report wizard. Type 1: Detailed report of all changes with completed worklog time this week New Custom Report, Tabular Reports, Module Changes Columns: Change ID Title Change Owner Time Spent Technician Time Spent End Date Time Spent Date
How to add Solutions categories?
How do I add a new category under solutions?
Disaster Recovery Server
Dear All please i want your help as i want to build Disaster Recovery of manage engine so how can i make that issue
Minimum Permissions
Hi Team, Can you please advise the minimum permissions that can be used for service account? If we are using inbuilt database where this service account will store ? Path please. Thanks Arjun
Mobile Push Notifications not working on Android App
We have push notifications turned on. The users with iPhones are getting the notifications, but Android users are not. From what I read, this should work on Adndroid as well as iPhone. Anything I could be missing?
Unable to Associate Site to Technicians
Good Afternoon, We are planning on segregating our ServiceDesk install between our US and European IT support members. However, although I have changed the relevant sites to Refer Default Settings: I cannot then associate any Technicians to the sites that I have set as Refer - there are no options within the Technician account other than Not Associated to Any Site, which means they can see everything: The only way I can get the Sites to appear is to set them to Custom - which then does not give
Auto Reply changing status
Situation: We reply to a user and change the status to waiting on user. The user has their Out of Office auto reply turned on. Problem: The auto reply changes the status of the ticket to Open again. We do like the fact that the auto reply is added to the chain of emails for tracking so we don't want to filter those out. We however need the ticket to stay in the "waiting on user" status. Work around: We know that this happens, so we wait for it to change to Open and manually change it back. Since
Can The Email Subject Be Changed?
Is there any way to change the subject on the email that goes out based on the subject or category of a ticket?
Appending E-mail to Notify
Is there a way to append the email to notify with an email that the requester enters and an email that automatically populates the field? What I am trying to do is use the field and form rules to populate the email to notify field without overriding the requester's entry. The way it's working right now is that when the requester fills in the field, the rule overwrites their entry with the distribution list I have set up in the rule.
Report needed for calls open more than 5 days
I need to generate a report that shows me all requests open for more than 5 days grouped by Group. Is this something someone has done? Thanks!
Notification Email Templates Not Reading UDF_CHAR Values
Hello, I have a notification email configured that is intended to pull a value from one of the additional fields. In our configuration this field is UDF_CHAR29. However, when the email comes through it only populates "9". The email generation is only looking for UDF_CHAR2 rather than UDF_CHAR29 as intended. Is there a way to ensure that the email looks at the correct field rather than stopping at the initial value it sees? This means users can only pull additional values UDF_CHAR1-9 into an email
TimeSpent Report
Hi, I was wondering if it is possible to have a timespent report across the board instead of just on Requests. I need to keep track of time spent on Changes, Projects and Problems and this is becoming a big issue. The DB is PostGres and the HD version is 9.2 (9227)
Approval based on count
It would be great if there is an option when creating a request/incident form when you need an approval that you can set a counter. Meaning if you need 3 approvals out of 4/5 depending on your list of approvers. Example: Request=Access to Folder Notification to approvers= 6 in the list Approval Counter=3 The moment when there is 3 people that have approved the request, it must be marked as approved.
Incident Template Rules
hello Every body I Want to ask about how to make rule on Template when the requester open it to download file
Service Desk Plus with Active Directory, Requestors can't log in.
I have a new install of SDP, it's configured for email, it's creating tickets and sending replies with no problems and right now I have 1 configure Administrator/technician set up as a local user so if Active Directory is down, which I user could report, the tech can still log in to handle the tickets. I've configured active directory, setup SDP to point to single domain controller, create and AD account with admin privileges and did the initial requestor import which worked fine and pulled in nearly
Printing out Request
When using the Print Preview function to print out a ticket, the whole ticket does not print out. It acts more like a screen shot instead of printing all of the categories selected in the interface. How can I print a request out, on demand, and have all of the selected areas print correctly?
Moving Service Desk Database
Morning, I need to migrate the Service Desk database from the current location (on the same server as the service desk application) to one of our centralise db servers. Can someone please confirm which config files I need to amend to point service desk at the new db location? Thanks, Scott.
Contract fields
Hello, Are we able to change the contract field names somewhere? There are a few there that we don't require but would like to rename them to better suit our business. Thanks
How to implement SDP SSO using CAS?
One customer has many business management systems that using CAS(Central Authentication Server - http://www.jasig.org/cas ) provide the SSO function. So they also want integrate our SDP implement SSO using the CAS. Is it possible? If yes, how to do? BTW, have you any plan to support the CAS SSO (besides the AD NTLM SSO)?
Technician has no edit option on report he created?
I have a technician that created a report a while ago but back then he had the SDAdmin role and now he doesn't have it anymore but he has a role that gives him full access to reports and he can't edit that report anymore. I had him to create the same report with a different name and he is able to edit that one. What would cause him to loose the edit option on the report that he created since he lost admin access? Can he regain edit access to this report? We are running SDP 9.2 Build 9211 with MSSSQL
Helpdesk system not auto merge request by ID
hi all , Please help me this case : my helpdesk system version 8.0 - When user send mail to support@abc.com , it auto create a ticket on system (good) and send mail notify to technician with email have ID ticket (example : ID 1234 ) on subject . But when technician reply email (re: ....ID 1234) , it not auto merge to old ticket (ID 1234) , it create new one (ID 1235). Please help, Thanks Tom
Warning when making changes to a ticket, and unable to assign to another person.
When I go to edit anything with a new ticket, this comes up: Also if I use the drop down to assign a ticket, only Group is shown and Technicians are not shown. Any help is appreciated.
Incident additional fields
Hey guys, We have an additional field that is a pick list. Is it possible to have it appear as a drop down list on the requests tab? Currently its just listed as a - . Any help would be appreciated. Thanks Matt
PO Invoice Details: Add Invoice Amount to details
Along with Invoice ID, Received Date, Payment Due Date, and Created by, it would really helpful if you could add Invoice Amount as a display column. Thanks, Adam
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