Purchase Order Approvers
I may be over looking a very simple way to do this, but is there a way to edit who can approve Purchase Orders and how much they can approve?
Permissions for Technicians to See Tickets
Hi, Our current implementation has most of our users as Technicians (e.g. HR, IT, misc business departments). I would like to be able to limit who can see tickets. For example, when HR submits tickets for termination, only HR and IT should be able to see it. I know we can limit by site and group. However: 1) This would be cross group (both HR and IT would need to see the request) 2) This would be cross site (HR from another locations need to see it, and IT may be in a separate site). Any other
Re-scheduling tasks and dependencies
Hello guys, ‘I'm using the projects module in Servicedesk Plus. I’ve created a project and some milestone with associated tasks. I entered several dependencies between tasks. I’ve inserted the date planned and actual start and end dates in the main task. Rescheduling the primary task I expected that SD automatically rescheduled the dependent tasks. Instead they remain with the same scheduling. There's a way to get an automatic re-scheduling by SD or I have to change all the dependent task planned
Error while Assigning task
I get an error "unexpected error occurred" while assigning a task to the technician. Please assist,
Phantom technician
Hi, We have the same problem as the request (https://forums.manageengine.com/topic/created-an-extra-technician-record-can-i-delete-it) in that we have a phantom technician that was created in the wrong way. Apparently, the technician was manually created in the first instance, but when that didn't work, an old technician account for someone who left the company was modified (even though we use Active Directory accounts...) In an effort to resolve the problem, we probably compounded it by changing
Asset site not following requester site?
I noticed that assets that have been assigned to a requester do not update automatically when that user changes department. So let's say that user get his laptop assigned under site A well when that user moves to site b, the requester site is updated to site B when servicedesk runs the AD import job but the asset site stays to site A. Is there a way to automate the change of asset site to match the assigned requester site?
Filter groups in aging request report
I need a way to filter multiple departments in an aging request report. For example, I would like to see all the the aging requests in Support and Billing. Here is my query so far: SELECT "Department", "<30 Days", ">30 Days", ">60 Days", ">90 Days", ">120 Days" FROM (SELECT wof.UDF_CHAR6 AS "Department", COUNT(CASE WHEN DATE_PART('day',now()::timestamp - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)::timestamp) < 30 THEN 1 ELSE NULL END) "<30 Days", COUNT(CASE WHEN DATE_PART('day',now()::timestamp -
Update failure
When you try to upgrade from 9207 to 9211 or 9112 gives the following error at 98% of the process. What could be the problem? I updated, as usual, there were no such problems before. I tried to update a few times on the test server (9207 ->>> 9211 or 9207 ->>> 9212). The result is the same. Thanks.
Script stop working
Hi, I created a rule on services templates that hides groups when the level is changed, it worked. But if a technician opens the request template and set a requester the rule stops working (even if the requester is a technician). Is it a bug?
SDP possess high I/O
dear all, I have critical problem that SDP verion 9218 suddenly take high CPU usage and hang up, now I cannot start again, the only setting that I have did before is turn off and turn on pass through, but still the application work fine for few hours before it suddenly failed. Please help thank you ! Brgds, Tai
"Due By" Default time
Is there a way to put a default time on all request? Every time a ticket is open no due time is present. Thank you,
Single Sign On with NTLM
Good day, I have configured SSO on my helpdesk server and it works perfectly. However, because hosts names are technical in our organisation, host names are not necessarily easy for people who are not in the IT department to understand. For this reason, I have configured an alias for the server so that users can easily remember and access the help desk. The problem is that when you visit the alias, SSO does not work. How do I resolve this in SDP?
Unable to Import Tickets with Custom Status
I am attempting to import tickets from a legacy ticketing software, however, am unable to import tickets that have a custom status. The customized statuses have been created within the SDP installation and I am able to assign existing tickets to these statuses. However, when conducting the import, the import fails.
E-mail Command
Hi, How the author can independently indicate who will be assigned to request for sending a request via e-mail? E-mail Command works only for technicians: There are other options as a user can independently specify a group of experts which will be appointed request? Thanks.
Desktop Shortcuts to incident templates
Is there a way to create a desktop shortcut to a specific Incident Template? Currently requesters get sent to the homepage.do when they first open up http://ipaddress:8087/WorkOrder.do?reqTemplate=602 which is the address of a Incident Template url. If they already have SD open the http://ipaddress:8087/WorkOrder.do?reqTemplate=602 url will open the incident template as requested. I want to create individual shortcut links on the users desktop for each different Template.
Importing IT assets will update the existing ones?
Hi, I have a doubt if by importing IT assets from a csv file, will update or overwrite the information of the existing IT Assets in SDP. Thanks, José
Service Catalog > Description Field
Hi, Is there any way to hide the "Description Field" in the Service Catalog once submitted ? We have various services created for Service Requests and although we can hide the field in the designer and Requester view, once the ticket is created the Description field is still visible to the requester. The main reason for this, is we want to include instructions for the team who get the request, but don't want users to see it once it's raised. Any ideas ? Andrew Version 9120, MS SQL
Mail fetching status running but not fetching mail
Hello ME, SDP --- Recently, we've been experiencing issues in mail fetching. Mail fetching status is running but it's not fetching the actual mails. Our workaround is to restart the SDP service but we would like a more permanent solution for this. Attached here support file and threaddump. Hope this helps. Thanks! Regards, Era
Is there a way when to see tasks in the mobile app
When we have a technician out in the field and they are using the mobile app for ServiceDesk+ there is no way for them to see the tasks. They can only see the requests. When you look at the requests it does not show the tasks for that request. Is there a fix for this, or a way to see the tasks from the mobile app.Mary
ServiceDesk Plus 9219 Released
Dear Users, SDP 9219 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9219: SD-62877 : Technicians with the role "All in group & assigned to him" are unable to view their permissible standalone tasks. SD-63574 : Request does not re-open, when users in CC reply to the request. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Help adding remote control tool
I was wondering if anybody has tried this or if this is possible to add Citrix's GoToAssist remote control tool with the Service Desk software? I really like the management capabilities of ServiceDesk but I love Citrix's GoToAssist software it would be nice to open a ticket in Service desk and click connect to asset and have it open GoToAssist.
Details missing in request History
Good morning, I have a few requests in SDP that are not showing the usual detail on the history tab in the request view. Normally I would see that the request was updated at a certain time by a certain user, and then the details of what fields were updated. For these tickets, it shows that the request was updated, but with no information on which fields. I have attached a screenshot of one of the tickets. I also ran a report of the request history, and these particular requests are not appearing
Requestor History - Add Workstation Log On Log
When looking at an individual Requester, on the History tab, please add a section showing network login history including the workstation (NetBIOS name) of the computer logged into. Attached is a screen shot of a program that we have that does this already. Thank you! Leslie Myers
Service purchase order
Hey, When we add a purchase order we select some products, select the price and quantity, this works fine. But when we want to add a service like consultancy we can't add 0.5 at quantity. So if we ask 50 euro's for an hour of work we can't add 0.5 so it gets 25 euro. Is there a way to do this, because we see a service also as al product. Kind regards, Jordi van Oosterbosch
Spell Checker not Working
Hi, Is anyone else having issues with the Check Spelling feature? I have had multiple reports from technicians here that when they click Check Spelling when replying to requesters, the message "Checking..." appears but nothing happens even after a lengthy period of time. I have tested and can replicate the issue every time. I have tested in Chrome, IE and Firefox and have the same results in all three browsers. We are running build 9112. Thanks, Daniel Comley
Ability to enter Tax in a Purchase Order as a flat amount rather than a percentage
Purchase Order Module We have to ship to many different states, and the tax laws vary according to state. Some items are taxed while others aren't. The means that we have to play with the tax percentage in order to get the total to be correct. It's very time consuming and ultimately causes the PO to mistate the percentage of tax. How about letting us type in the taxed amount rather than being forced to use a percentage? Thanks, Adam
Site Email Command
I cant get the @@SITE: Main Building@@ email command to work, I have been trying for several hours and days! Can someone confirm if this should work? I have tested other commands and they seem to be working as it should so I know the Mail side of things are working as expected. It does suggest it should work on the email page under section C at the bottom. Regards Matt
AD Users cannot see their requests
We have set up SDP 9.0. We have both LDAP and AD authentication working for requesters (and use local authentication for technicians). When a user logs a request via email, it shows their correct name as the requester. If I look in a requester's profile, I can see their information (including their name and email address) is correct. However, if they log in, their name shows as their username, and therefore they seem to be logged in with a different account. And that means they can't see their email
Announcements in portal
I want to send my users announcements via the self service portal. And I can't find the instructions to do that. Can some one point me in the right direction. Thanks
A Question About Software Assets
What makes these two entries "Under Licensed"? Cheers, Darran
Suddenly lost our admin rights!!
Help me please!! I lost my access as a technician in our ServiceDesk Plus... just rebooted my computer and when I return back I do not have access as an technician, only as a requester. What happened? I verified that my license are active and I have the correct groups enabled from a co-technician and I have deleted cookies and so on. I restarted the services and now my co-technician have the same problem!? This is really urgent for us! ://
Triaging requests
Hi guys, Can anyone tell me how to force technicians to triage their tickets before they reply to a requester (apart from telling them off )? I want all our 1st line technicians to select impact, urgency and at least two additional fields before replying to it. All fields are set as mandatory and are required when closing requests. Regards Mario
Service Level Agreements do not apply properly
Good day, I have set up a service level agreement rule that should classify all incoming tickets as normal. It is then the responsibility of First Line support to assign a more urgent or less urgent SLA. Some tickets do not get classified though even though the requester based rule does contain the requester name. How do I go about resolving this? Can you not create simpler rules that assign SLA based on Site? Regards,
Hyperlink to an Asset via CiName
Is it possible to create a hyperlink to an Asset by parsing the Asset/Ci Name in the URL as apposed to the ci ID? So, in my environment the below URL will load a particular Asset that references the 'ciId': http://servicedesk/ViewCIDetails.do?ciId=23719& But I would like to achieve the same thing by parsing the ciName instead: http://servicedesk/ViewCIDetails.do?ciName=computer1234.contoso.com& Essentially i want to load ServiceDesk directly to a particular asset by knowing only the Assent/ci Name.
ServiceDesk Plus 9218 Released
Dear Users, SDP 9218 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9218 : SD-63307: Latest “On Hold” time entry is considered in the calculation of a request’s “Time Elapsed” and “Dueby Time”, instead of the first “On Hold” time entry, resulting in the miscalculation of “Time Elapsed” and “Dueby Time” in some environments. SD-63291: Issue catalog is displayed even when there is only default request
Incident Templates - Attachments
Hi, Is there a way you can add attachments onto an incident template? I would like to include relevant documents for the type of incident which would be logged using the template? Thanks in advance
SDP - Asset Module
Can someone tell me what port the Asset Management module uses to communicate with assets on the network within Service Desk Plus? Thanks! Leslie
Custom Developers
Are there any vendors out there that provide custom developing for Service Desk Plus. Looking to go beyond the default capabilities with forms and requests for employee on boarding and termination processes.
An issue with attempt to access
There is an issue with attempt to access. Attempt to access (from the other host than SDP server) by API to ServiceDesk (Windows version) ends with this statement: The request to access from the other origin is blocked: rules "Same origin Policy" don't allow to load remote access fromz „http://servicedesk..../sdpapi/request”. ( the missing header CORS "Access-Control-Allow-Origin"). Can you share with the knowledge how to enable CORS?
Cost of Service
Good day, I would like to know a few things: 1. Is there a report which shows how much each incident cost to resolve given that all technicians have Cost per Hour Configured? 2. Would that cost automatically be associated with the asset assigned to the requester as a TCO calculation? Thanks,
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