Ask Question of Requester for Satisfied of Request Completed
Hi Dears I need a satisfy step for asking requester about the request. is he/she satisfied from the completed request?if no the request status has to change to continue from complete .how i can do it? I need to send a "Has requester acknowledged the resolution?" to requester instead of technician. Best Regards
Bulk Group Assignment to Existing Requests
I have about 1500 requests (both open and closed) that have no group assignment. Based on key words in the subject, I would like to assign them to a single group. Is there a way to bulk assign the group to a subset of tasks?
keeping the Task Filters settings separate
Is there anyway to keep the Task Filters settings (All Tasks, pending tasks etc) separate when looking at the general Home> Show all tasks -Task Details View and the Request > Task Tab > Task Details view in a request. When you select a Task Filter in either view it changes it for the other view.
Manage Engine Web Application Potentially Vulnerable to Clickjacking - Return the X-Frame-Options HTTP header with the page's response.
P o rt 443 P ro to co l TCP Service www T itle Web Application Potentially Vulnerable to Clickjacking and is currently supported by all major browser vendors. Note that while the XFrame- Options response header is not the only mitigation for clickjacking, it is currently the most reliable method to detect through automation. Therefore, this plugin may produce false positives if other mitigation strategies (e.g frame-busting JavaScript) are deployed or if the page does not perform any security-sensitive
Change Management - Priority Matrix
There is a Priority Matrix for Help Desk and you can even disable to override this matrix when registering a new incident. Why there is no the same feature for a Change Management?
Ability to attached image into an Announcement.
It would be great if we were able to attached/past and image into the Announcements in Service Desk Plus. This would allow users to not only see the text of the announcement but also provide the visual of the issue which they might see. This could greatly help in mitigating tickets being put in for issues which announcements are posted for. It would provide a clear view of what they would see.
Change default portal list view
I need to change the default list view on the requester portal. I'm a small one man shop. The user does not need to see "assigned To", "Site", "requester Name", "On-Behalf-of". But would like to show Priotity, category, status. I know the user can change that, but is there a way to change the initial default?
Renaming a TAB
Good day, We have SDP Enterprise and have found the system so effective at managing ICT related requests and incidents that we would like to use the product in other departments too, the maintain a paper-trail and SLAs on work done. In this department however, Request will not do. Can this be changed to Claims? Regards,
Orphaned Requests
When we delete a technician from ServiceDesk that had a request assigned to them it orphans the requests that belonged to them. The requests are no long showed as being assigned to a technician. Is this how it is supposed to be or is there a fix or work around we can apply that will fix this? Thank you, Jason C. Customer Service Manager Lancaster County Information Technology Dept.
Query to find work log timer is open
Hi all. Our technicians starts work log timer and then forgot while they investigate other tickets and pages. Is there a way to stop automatically, alert, or query to find which tickets has open work log timer
Change Management - Change Workflow
I feel there are too many approval stages in the default workflow. Default workflow looks as follows: 1. Requester submits RFC 2. Change Manager approves RFC 3. Change Owner creates plan 4. Change manager approves plan 5. CAB makes recommendations 6. Change manager approves again I would like to eliminate step 4. Is it possible to change the Stage2 Planning from "on approval" to "on complete"? After the plan has reached "on complete" I would like the CAB to review and skip the approval
"Watch this Portal Usage Video"
Is there a way to link a different video to this location on the "user" portal?
I cannot update to 9121
Hi All, I am trying Update SDP to 9121,I am getting following error.My current version 9200
404 Not Found Error after upgrading to 9218
Hi, I'm getting a 404 Not Found error after upgrading from build 9212 to 9218, whilst I've seen this before it hasn't started working after waiting about 10 minutes or so. Have also tried to downgrade to the previous build but the Uninstall button seems to be grayed out How do I go about either fixing this or downgrading back to 9212? Thanks, John
IIS for Service Desk Plus
Hi Suppor team, In some cases the HTTP 80 port is busy and usually I set others ports, example, 8080, 8090, etc. I would like to use the Redirect option and set the Virtual Directory in IIS Server Is Service Desk Plus Supported? So How do I do it? Thank you.
password problem
I am using eval version of service desk plus, i forgot the default username and password how to get access how do I reset the password and know my username
Cannot remove CI Types that I created
I want to start from scratch yet when I try to delete the CI types I created it won't let me, telling me there are CI items under them, which there are not. If I could have the CLI command or SQL query that would allow me to blow these out of the database that would be helpful. Gif...
Russian Time Zone
Hello. Russian Time Zone become +3. How we can change it from +4?
Migration on a Brand new machine
Hi all, I need to migrate my current production version 9223 to a brand new machine. Where I should I start? thank you very much Antonio
"When the requester replies through E-mail" crashed after update to 9217
Hi All. SDP 9.2 build 9218 PGSQL After migrating from 9206 to 9217 something goes wrong. New e-mail did not change status to OPEN. See Config and Request History screenshots: What else can we check in this case? BR. Alex Matveev
approval link
in the approval link which we are usually sending to the managers for their approval. is there any options that we can customize some field that if the Technician write or input some Notes it will also be viewable by the Approver. If the Manager click the link for his approval he will view the approve/reject button then below this will be the Notes of the Technician.
Adding Sites to Multiple CIs at once
Dear ManageEngine, Our company is currently using ServiceDesk plus version 9.2 Build 9211. On our CMDB, we have populated over 4,000 items in different CI's. We also have many new sites created in ServiceDesk plus. Is there a quick and easy way that we can add the specific Sites to all the existing items? Thanks, Eddy
Different Roles in Different Support Groups
Hi Dears It is so essential for me and my department to have different permission in the different support groups that he/she is part of that. i want to create my desire roles in the sdp and in the technician edit form for each support group can choose a unique role. it can be choose as default role for all support group or can be selective. Best Regards
Remove Approvers
Hey, After we updated servicedesk to version 9220 al requesters are set as approver in purchase module. The requesters who were allowed to approve can’t approve anymore and the requesters who weren’t allowed to approve are set as approver. We Have only one person who is allowed to approve the purchase. Is there a way I can unmark all requesters as approver? Kind regards, Jordi van Oosterbosch
E-mail the associated entity owner when all the tasks are completed notification
Were are getting the "E-mail the associated entity owner when all the tasks are completed" notification, on some requests, even when no tasks have been completed.
Email from requester does not show on requester's Self-Service Portal
Hi there, I have an issue and look forward your support. Whenever a requester sends an email to helpdesk@domain.com, our technicians can see the ticket normally. However, from the requester's self service portal, the request does not show on his/her self-service portal. May you please help? Thank you
Is there a way to get the Resolved Time of a request thru API?
I have bee using the View Request and Get Request Fields API. But I was not able to find the Resolve Time of a request, Even though the Resolve Time appears on the report generated from servicedesk.
Connect to ServiceDesk Plus Database?
Is there a way to connect to the ServiceDesk Plus Database using my computer and do a database query?
Report for group technicians with age of tickets
I have the query below that tells me each support group and the age ranges of tickets. Is there a way to have each member of the group detailed under the group information with their ticket ages? Also, is there a way to report on task age as well? This is for MSSQL. Thanks. SELECT qd.QUEUENAME 'Group', COUNT(CASE WHEN DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate()) <= 7 THEN 1 ELSE NULL END) '0 - 7 Days', COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000,
Field / Form Rules
Request for conditions on open text and date picker fields. Is empty Is Not Empty these fields do not have a "not specified" option and these conditions would allow me to use them as if they did
Viewing Tasks behind a Reverse Proxy
Hi There, We have ServiceDesk Plus behind a reverse proxy (TMG and Sophos) and have run into an issue when viewing tasks in the Ticket and Change modules. If the the filter is changed to any option I am presented with an NTLM Failed Redirecting To Login Page. I have increased the heap space in the wrapper.conf file and allotted the RAM size but no dice. The functionality works if I access the http page from the ServiceDesk server name e.g. http://servicedeskserver. We are running the v9.2 Build 9222
ideas on programmatically adding embedded picture to description area
We are trying to come up with a way to add a floor plan map (with room numbers) to the description area of a request, based on a custom dropdown value. For instance, if we had two drop downs on a request, one labeled "Location", then a child dropdown based on the location value called "Room number". So depending upon the Location value, could I then embed inline, a png or jpg or svg file into the description area? This way, if someone printed out the work order, or just by looking at the request,
VIP Assets
Hi, do you have an option to specific some of assets as VIP , any request open form that select assets will change the request priority from normal to high automatically. Thank you
Report showing calls resolved with a time period
We have shift teams that work 7am to 7pm and 7am to 7pm. I would like a daily report that allows me to see how many calls were resolved in this period for the Resolver Group. e.g. calls closed from 7am to 7pm today and calls closed 7pm yesterday to 7am today. Thanks
REST API Assets module?
Hi guys, Any information on the Asset module being used through the REST API? Looks like it maybe hasn't been added yet. If not, there are two specific situations at the moment I'm trying to use it for: 1. Scripting in the automation of Active Directory groups based on Asset details. Specifically we have some 'quiet room' workstations that get pulled and deployed regularly, I want the helpdesk to be able to update the details in SDP and I can periodically run a script to update an AD group for policies
ServiceDesk Plus 9224 Released
Dear Users, SDP 9224 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9224 : SD-63823 : In 9220 - 9223, the PO Approver flag is disabled automatically after importing users from AD/LDAP. SD-63916 : Failure while upgrading to builds 9207-9223, when same barcodes with unwanted spaces are populated in the database. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Time of application fields for the user
Добрый день!Вылез некий баг - после назначения ролей , применение вступает в силу через час, а то и более... Если бы он был связан с синхронизацией с AD, то он был бы объясним. Но все роли раздаются самой системой, система хранит назначение ролей пользователям. Зачем тогда такой большой лаг? Эти роли должны назначаться сразу после перезахода пользователя в систему.
How do I edit a previous stage in a change workflow
I'm using 9223. I have a Change in which I need to go back and edit a previous stage. Essentially the Change is in the Approval stage but I need to make some modifications to the Planning stage and update the text in the Roll Out Plan. The Edit link is not enabled. How can I edit this? Thanks.
Issue in 9223 Release
Greetings, Since upgrading to 9223 I am having to go back in and re-add "Purchase Order" authority back to the designated users every morning. I have been looking through the system logs and am not seeing any nightly process that is running that may be changing or resetting this feature but it is happening daily. Has anyone else uncovered additional issues within this release? Thank you, Greg
Custom View Not Working Properly
I've created a custom view to show all open calls. I want to see anything that shows open, resolved or on-hold. In the custom view, I have a group specified, along with a subject filter. The next filter is Request Status - I've tried 'not contains' set to closed to 'contains' set to onhold,open,resolved. No matter what I choose, the view is only showing the calls with request status of Open. Any suggestions on how to get this filter to work?
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