custom script for field and form rules
dear all, I want to have a custom script which will support me to run whenever technicians change status of the filed Status to something that I predefined. it will run the scipt to pop-up add note windows and this windows will madatory to force technicians input information before they can change to status they want. can you help me out with this idea ? thank you ! Brgds, Tai
Save a Purchase Order as a Draft
Often we'll start a purchase order only to find out we need additional information. It would be helpful to be able to save a draft of a purchase order so we can leave the screen and come back to it later.
Default Purchase Order Item Quantities to 1
When an item is added to a purchase order, the default value is zero. How about using a default value of one instead? This would save some of us quite a bit of time. Thanks for the consideration, Adam
Enforcing the Resolution status / Closure Code Query
Does anyone know of a way of forcing the technician to mark a request as Resolved prior to closing it? I want to start asking my team to mark a call as Resolved and then allowing the auto-closure to work after a set number of days. However my team are so used to entering the description, entering the resolution and closing the call at the same time as logging it. This is killing my resolution time reports as Created Time and Closure time are the same, so don't reflect the actual time taken to resolve
Service Desk Now Parameters - Escalation
Hi, When choosing who to escalate an ITSR to we get a list of users and a configuration for $Ticket Owner. Are there other parameters that can be used to reference other components like the Ticket Owners Team Leader and other roles ? Would be good to have a list of options that ME understands. Andrew
requester conversation limit
I have a problem with servicedesk plus, where a requester conversation chain seems to be truncated after a number of replies. We use the Helpdesk - Message Template: E-mail technician when a request is appended by reply. Most of the time this template works as expected, & includes the most recent reply, using the $description variable. however after a number of replies, it stops including the most recent reply, & reverts to only including the original request. So the technician needs to go to the
How to customise the Self Service Portal
Hello Does anyone know how to customise the Self Service portal on Manage Engine, I want to remove the Portal usage video Link
Mail Spam Filter stop work on SDP MSP 9.0
Hi, We have a problem with our SDP MSP. The Mail Spam Filter stop to work after upgrade to SDP MSP Version 9.0 (Build 9006 actually). As you can see, we put a correct information that I not want to recieve: Alaways works fine on SDP MSP Version 8.0 (any build). Today, any mail open a new request ignoring the Spam Filter. I'm sending to you a File_Support file attached. Can you help? Regards Rogerio Paliosa Correa Monitoring Analyst Av. Dr. Chucri Zaidan, 1550 - 29º andar CEP:04583-010 - Vila Cordeiro -
Scheduled reports not generating
We recently upgraded to 9.2 Build 9217 we had reports that were scheduled to run daily and weekly since the upgrade the reports are no longer being delivered is there something we need to change so that the report will start generating again?
E-mail the Requester for notes addition - email notifications
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update". I'm thinking a feature request to "Acknowledge Requester by Email when public notes
Requester Notifications
Hi there, Is it possible to have two or more requester notification messages within the same servicedesk platform? regards Arvin
mail fetching stopped when there is an email matched business rule
dear all, I am using Standard edition of SDP and I have just update SDP to latest version 9.2 Build 9218 ; now I have a problem that everytime mail fetching met business rules that I defined, it will stopped. my work around now is to stop business rules until I found out what really happening ? Can you help on this case thank you ! Brgds, Tai
Importing Requestors from Active Directory
Good Day We have Active directory integrated with Service desk Plus. However we have new users in the AD and would like to import some more requesters into SDP. How can I update SDP requesters from AD without over witting the users previously imported? Regards Rallo
Show Bottom Toolbar
Hi, can I modify anything into SDP configuration to show everytime the bottom toolbar? Thanks in advance.
Assets page: Sorry an Error Has Occured
Hi, We recently updated ME SDP, before asset scanning and the library was working correctly. However now since the update I receive this page when trying to view assets. Any help would be appreciated. ME SDP: 9.2 Build 9213
Defining a more sophistocated Purchasing Approval Model
I would like to be able to automate my purchasing approvals process so that when a user makes a request, I can immediately send it to the right person who can approval the expenditure. That person is usually not the person they report to, as this happens at a higher level in my organization. What are my options here? Ideally, I'd like to be able to assign the Financial Approver (PO Approver) for each user. Is that an option? Thanks, Adam
Reporting
Hi, Is there no way to connect an excel spreadsheet to SD Plus database and use pivot table to create reports within Excel. I am finding it very limiting and time consuming to generate reports every single time and adjust them manually when exported wheres in Excel pivot table, I can just select the property and then value to get the data in real time. Hopefully someone will know a better way to generate reports from SD Plus and can assist me.
Tickets sent via email.
Some of our tickets are created via email. The problem with this is that required fields are not filed out. How would I go about automating that??
Billiable work orders
How can we create billable work order tickets from Service Desk Plus request?
Report Request - Requests linked to a problem
Hi, I'd like a report of problems and any requests linked where the output looks similar to the following: Problem ID Created Time Request ID Created Date Technician 1 01/01/2016 1 01/01/2016 Technician X 1 01/01/2016 2 02/01/2016 Technician Y 1 01/01/2016 3 03/01/2016 Technician X 2 05/01/2016 4 04/01/2016 Technician Y 2 05/01/2016 5 05/01/2016 Technician X 3 10/01/2016 6 10/01/2016 Technician Y 4 15/01/2016 Not Assigned Not Assigned Not Assigned 5 20/01/2016 7 20/01/2016 Technician Y Is this possible?
Annoying popup when selecting 'Complete' of helpdesk request.
Since upgradinging from 9.2 Build 9210 to 9.2 Build 9213 there is now an annoying popup whenever you select Complete. Mandatory fields for Closing Request Request cannot be completed. Please fill the following fields - -> Category -> Technician I know that these fields need to be filled in but in previous releases, you got a message in red AFTER clicking Update request. Now the flow of the form is broken, you have to go down and fill in the category and technician and then go back to the top and
technician emails not going thru
when clicking new incident and assigning the ticket to technician, the tech doesn't receive an email once the ticket is created and we go back in after and assign it the tech gets an email anyone else experiencing this
Reply to a ticket is blank
I just loaded the patch this morning to go to 9218. Now when i go to reply to a ticket the send notification is blank. when i did this prior to the patching it would populate the To, subject line and body of the message. please let me know what other information you need to look in to this issue thank you
Scanning Retired Assets
Is there a STATE that I can set an asset to be where Asset Management won't try to scan it? The assets that I have retired and are sitting on a shelf in storage, are attempted to be scanned every interval.
Asset management - product
Hi, i would like to add one cathegoriz, VDI, is it possible? You can see the image attached to figure out what I want. thansk Carol
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports.
ServiceDesk doesn't credit the work log details properly to cases with multiple technicians in reports(We have a weekly report of all the activities for the week). We can see here that "Kh" received all worklog credit, even when "CE" worked part of it. http://i.imgur.com/gmO2YDW.png
Can't open : Technicians Menu
I can't access to Technicians Menu, i waiting for many many time when i clicked it. Please suggest me how to solve this problem. Fixed : I've been restart all of Manage Engine services. Detail Manage Engine Version : 9.2 Build 9209 *I am sorry for my bad English-Skills! With Best Regards, Wanchalerm.W
Pass-through and import sequesters question
Currently we have Enable AD Authentication setup but not Pass-through Authentication. If I enable pass-through must I also setup Import Requesters from AD?
Authentication issues after upgrading to build 9217
Hello, Is anyone experiencing AD authentication issues using build 9217 or build 9218? In our environment and for some unclear reason it looks like SDP sometimes tries to authenticate the user based on the email address rather than based on the login. Best regards, Demetrius
Scheduled reports: how change the owner or admins can see all reports
Hi, we have a big problem with scheduled reports, a big number of them was created by various users and when we need to edit them only the original user can see this reports, we need, at least, admins can access and edit this reports. There is a way to do that? Regards HOliveira
Billable work order
How can we create billable work order from Service Desk tickets?
Export Support Groups and all Technicians
Hi All, I was wondering if someone would be able to help me with queries to run a couple of very simple reports. 1 - Just looking to export a list of all Technicians, also showing the default columns when you browse to the Technician list in the tool. I had a search on here and also tried to look for an option on this page in SD+ but couldn't find a way to do so. 2 - Export a simple list of all support groups. I had a search on the forum for this also but couldn't find one that was applicable.
Asignación de Tareas a Grupos
Buenos Días, cuando agrego una tarea nueva puedo ver todos los técnicos, atendiendo a que configure para que solo vean algunos. Existe alguna configuración previa para que esto funcione...?
Missing/Hidden Site
Dear, During the initial setup of SDP, I had created a site pertaining to the main branch. However, I've recently noticed that it is missing from the list of sites, in all modules of SDP; though when I try to create a site with the same name, I get an error message that it already exists and I can't create a duplicate. I've checked in all modules of SDP, and it isn't available where trying to link a request, templates, problems/changes, requests/technicians, or assets. I've searched for any possible
Are there any updates to Feature ID: SDF-38818 (Capability to IFRAME ServiceDesk Pro)?
I am not sure where to look at the updates for this capability so I was wondering if I could get a status update on this feature? We are 14 days from renewal of ServiceDesk, and are unfortunately going to be forced to NOT renew if this feature does not exist (and we do not want to do this, we LOVE SD!!), but the capability to IFRAME SD into our portal infrastructure is imperative to our business model. Please let me know if there are any updates and if there is a possible out date that this might
Technician is seen as Requester after server restart
Good day, We have a 2 technician license. I have deleted the built in Administrator and added both technicians, myself, who is also the Admin and my assistant who is only a site admin. For months I have been auditing the system, adding purchase prices, depreciation, non-IT assets and the like. After a restart, when I log in, the system things I am a requester! How do I resolve this? Regards
Change Site Assigned to the Support Group
Hi Dears Is there any way to change the site of the Support Group?!!! for some reason i have to change a site of group but i dont want to recreate the group and i have to use this group. how i can do this?? thanx
Edit mode directly when clicked on system tickets
Hi all, Is it possible that Edit mode appears directly when the technician clicks on the tickets which has the mode as "Email or Web Form" ? The reason is that all these tickets are generated with a ticket number whenever an email is fetched or sent via web-form. But when the technician clicks on it, the ticket is opened with the message from the user without any proper classification of the ticket and we have to click manually on "EDIT" again to modify the changes and then save it again. Instead
How do i start with Asset Management
IT Asset Management is becoming a pain the butt for me to setup. We have about 30,000 items in our assets right now that were put there by our PO system. We have never used Asset Management, but we need to. I don't want to delete the assest currently there because i was told by support that they will break historical POs but i need to figure out how to remove all the misc keyboards, mice, hard drives, etc that we purchased throughout the years. There is no way to tell if they are even here anymore.
Incident template DueBy date
Is there a possibility to add the DueBy date to an Incident template or Service Catalog item for the Requester to be filled in? For example when a new employee enters the company in 2 months and his/her manager already created an incident for the user account creation. This while there is a very strict SLA regarding user account creation and this SLA is not necessary for this specific case. Off course we could add custom field called 'DueBy date Requester' or something similar and copy over the value
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