Is there a way to require a minimum number of words in the resolution description?
Is there a way to require a minimum number of words (or characters) for the resolution description? Ideally, this would be template specific. We have too many people saying "Done"....which isn't very helpful :)
Technicians listed also as requesters
Any idea if this is possible? Thanks
login problem in android
Hello All, Im new to this software and would like to configure this service on my Android Mobile can you please help me out..
Error modifying workstation
Hi, I'm using SDP 9118. I correctly discovered a lot of workstations and servers. Now I'm trying to manually modify the description, but when I save I get this error (see attach): "FAILURE: Problem while saving workstation details Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Suport -> Create Support File" Can you help me? Best regards, Sutot
Assign group to a new issue via API
Hi all, We are using the REST API in order to create new tickets from alerts sent by our monitoring system. We can create new issues and assign technician to them, but we can't assign group to these issues. Below the XML being sent with the request: <Operation> <Details> <requester>Monitoring System</requester> <subject>This is a test</subject> <description>This is a test description</description> <category>Services</category> <subcategory>Internal Services</subcategory> <item>Helpdesk</item> <priority>High</priority>
Implications of changing domain name
Hi We've recently change our organisation's name, and now have a new domain name, and all email addresses have changed. Is there anything to be aware of from other people's experience? There's a couple of people with duplicate requesters, but not a lot, it seems to have updated the email address for most people ok. I'll have to review all the templates I guess?
Customizing requester's home page, change email request password
Dear all, I would like to ask, if there is a possibility to remove (or at least to edit it) the whole right side / panel on requester's home page - Watch Portal Usage video and the text below. My second, major, question is regarding the initial password, which the requester receives for the first time, when he creates the request via e-mail. To have the initial password as same as the e-mail address is grossly against our company security policy. Thank you in advance! Martin
Link ticket to Purchase Order
If a user requests a new asset via Helpdesk ticket, and a purchase order needs to be submitted for that new asset to be approved/purchased, it would be very helpful if a purchase order could be 'linked' to a helpdesk ticket allowing the original requester to see the status of the purchase order. This way we could refer them to their ticket for status updates as to whether or not an item has been approved, if it has been ordered, and so on.
Report column consistency
I have a report which shows number of calls per agent by request mode. However if for a reporting period there were no calls logged by a particular request mode or by an agent the column or row does not appear on the report. Because I export this report and it is combined with data from other sources I need the data to be consistent. Is there a way to achieve this? Hopefully the two data sets below show what I mean: This one has data for all techs (nobody was on holiday! and those are not their real
Report with notes
Hi Dears i need a report of all requests with notes but i need to set period of time and group and status for filtering a requests; I need these fields in my report : Subject Request ID Requester assigned Technician Request Status Created Time Resolved Time Completed Time Responded Date Request Mode Description Notes Im using 9.1 servicedesk plus SQL server so Thanx
Up-Vote on SDF-41402 ---- HTML Editor for Notification templates allow source edit.
Hi - Asking for up-votes on Feature SDF-41402, which will allow HTML source editing for notification templates. We send out email notifications and they are butt-ugly using the SDP editor. The email generator has a style that fixes the font and size and eliminates paragraph spacing. If we can edit HTML, we can put in our own STYLE tags and make notifications that are far more professional. Right now, we have to edit the HTML elsewhere and use SQL to update the tables with the notification, and
Custom Query Summary Report
I am working a custom query to create a Monthly Summary Report to include the following. Count of Open Request Count of Closed Request Count of Calls Exceeded SLA Count of Calls Within SLA % Calls Exceeded SLA % Of Calls Within SLA Filter criteria - Created Time = Last month Advanced Filtering - Group "is not" "Department1", "Department2" Here is what I have so far. The query works, but I need to apply the filters to not have a hard date and to filter out other departments. select sum(case
Few questions about approval module
Hi, I have few questions, 1. How I config a template service where user can access to select users/persons for approval stage 2, 3,... of service? 2. How can set Leave Types for requesters? Example: User1 completes a request and he selects for approve his request User11 and User12. But User11 it is in Casual Leave. When User1 send the request it should display the error that User11 it is in Casual Leave and description error should request another
Request approval bug?
Build: 9217 DB: MSSQL Issue: Approval links within email. When an approval email gets sent to an approver, the approver clicks the link and gets message: If they log into the portal, under home page, they can approve by "Take Action" Why can they approve the request from home page but not by email link? Regards,
hide same department technician
HI, I need to use servicedesk in my work with two different sections: IT Support section and services section. so I need your help: either option I or option II or any scenario you recommend your help is appreciated Option I I need to hide technicians from seeing each others when assigning tickets. ex: Technician1 & Technician2 (IT Support section) Technician3 & Technician4 (Services section) I need technician 1 and 2 only to see each others while assigning tickets, and technicians 3 and 4. I don't
Notification Rules
If a work order is assigned to a group and technician at the same time, is there a way to disable the group notification messages?
Vendor Merge
In the Admin/ Asset Management/ Vendor section, a vendor merge option would be great. I have run into a few duplicates that are being used by modules, being able to merge them would be a great option to have. Thank you, Darran
Request Errors - No Task ID Error
Hey All, I am having a bit of a problem trying to find out the root cause of an error that i am getting. Just a bit of information to get started: - There was a developer before me who set up a process where a Request is created in service desk when a file is FTP'ed to a client's folder - Sometimes 12 files get ftped to the client at the same time (should have 1 request per file sent) - We get this task id error below for some of the files being sent while the other Requests are created correctly
Leave duration in mail is wrong
Dear all, I see strange issue with leave apply. For example I mark leave from 30.05 to 30.05 but other technician get information that I will be OoO from 29.05 to 29.05 and it touch each request that date in mail is the requested date - 1. Do you know what is the reason? BR,
Talk ITSM: Part 2: Fundamentals of asset management. Transcription of the Q&A session.
Hello All, It was indeed a great experience to see so many of you attend our Talk ITSM: Asset Management webinar on June 21. Your enthusiastic participation confirms the need for many such engagements with the community. We hope to organize regular webinars for specific modules based on your feedback. The last webinar had an active question-answer session. We have compiled all of them here for the benefit of the wider audience. Keep your questions coming!
Err: Database creation failed. Stopping the Server. Please refer logs for more information.
Dear Team, Can you help me, I can't run my Manage Engine. Error prompted: Database creation failed. Stopping the Server. Please refer logs for more information. My OS is Ubuntu 14.04. ME Last Build 7022. ---- /home/data1/ManageEngine6008/ServiceDesk/bin ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/data1/ManageEngine6008/ServiceDesk JAVA: /home/data1/ManageEngine6008/ServiceDesk/jre/bin/java JAVA_OPTS: -server
Site specific Announcements
Is there a way to assign a site to an announcement? I'd like to be able to allow techs from one site to be able to send out an announcement to just their site, without other sites seeing the announcement.
Guidance
Dears, good day... I'm trying to remove some SITES, but I keep receiving a message that it could not be deleted as it is in use by a module... OK, good, but which module ?? Someone can tell me how can I find where or which module it is using the site???
Deleting site gives failure: site is being used by a module.
ServiceDesk Plus v7.5 b7504 I'm attempting to delete my two remaining sites from the Site List. When I click on the little X next to the site name, I'm prompted if I am sure I wish to delete the site, but when I click OK I receive the following error: FAILURE :Site is being used by a module. Hence cannot delete it. I've made sure I have deleted all the Holidays, Departments, Business Rules, Technicians and Groups from the sites. The only problem I encounter is with Service Level Agreements. I cannot
ServiceDesk Plus 9217 Released
Dear Users, SDP 9217 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9217 SD-62560: When Pass-through Authentication is enabled, any application URL accessed in fresh browser session gets redirected to HomePage. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Active directory login on Servicedesk not working in IE11
Hi We have a mager problem with the AD integration on ServiceDesk. Users are still prompt for user ID even when we have enabled Active Directory in the ServiceDesk. Google Chrome does not have this issue......
[Requests, problem, changes] - Can not Locate the CIs exactly
1. A asset which installed many softwares, if one or two software have a change, especially during evaluating risk, how to locate to the CIs exactly? 2. For problem, how to locate to the CIs exactly when technician analyze the reasons ? I konw servicedesk-plus must have solutions for these case. But only position to assets should not be a solution for these case. Could share your desgin, thinking or solution?
Responce time Report
Looking for assistance on an average Response time and average resolved time report by Region then group. Any help appreciated 9.2 Build 9213 SQL 2012
Additional Email Notification
Hello, We are looking to make a small change within Notification Rules that would allow the requester to receive a notification email when their ticket has been assigned to a technician. Right now the system is setup for the requester to receive an email once the ticket is created. I can see there is the option to acknowledge requester by email when the request is updated, but this does not seem to perform the function we are looking for. Thank you! Kevin
Customer Status Dashboard with REST API
Is it possible to use the REST API to populate data in a custom dashboard? For instance I would like to create a "status page" for open incidents that anyone in my organization could view at any time to see what incidents are happening. Ideally when an incident is open, this dashboard would display the severity, the subject, and the description of the incident. I can create a simple php dashboard on my own but I was wondering if it is possible for me to populate the dashboard automatically from
Bar Code Hardware
Can anyone recommend a desktop bar code printer that will work with SD+. I have been printing to a standard printer on to label pages (12 to a page) which worked fine - but for single or a few labels our Dymo label printer doesn't appear to print well via SD+.
Feature Enhancement Request for 'User Survey’
1. Could we pop up 'User Survey', when requester is closeing a request, and also can set it enable or disable ? 2. Could we add a alone ‘User Survey’ module as a Feature Enhancement, not only bundled with requests. And we can send 'User Survey’ to users when we want.
General problem with Request Link
Hello to all, we have experienced a general problem with Request Link. If we have a SDP session open on browser, all of links works perfectly, but if we doesn't have a session open on browser when you click on link the application open only homepage (not request) We have this problem after upgrade to 9208. Any idea about how to resolve?
Closing a request without notifying requestor
Hi All, My apologies if this has been asked before. Can someone please advise how I can close a request without SDP sending an email notification to the requestor? For example: A request has been solved and I have emailed the requestor that this has been completed. I then closed the request along with adding notes in the resolution field, which should generate an email notification to the user. If the requestor replies with a 'Thank you' message, it reopens the request. If I close the request
Customizable Contracts template?
I would like to add some fields to the Contracts form. Where is the customizable template for contracts? Kind Regards,
Installing Fresh and reconnecting database.
We are currently in the process of virtualizing our servers. Our ManageEngine ServiceDeskPlus is at version 9.0 Build 9036 Since the latest version is 9.2 Build 9217 1. Can I install the new version on my new server and reconnect the database? or 2. Will I need to install the upgrade and then move the software.
FCR Marked
Hello All, Could someone tell me what the feature Mark FCR is within SDP ?
Tasks on Safari crashes the window
When you go to create a new task off a ticket in Safari it will crash the tab.
Automatic Assignment Request for Technicians Rotating
Dear Community Consult the following aspect, we need to configure the automatic assignment of requests in the solution recepcionadas, for technicians who belong to a team of help desk support,which within a month they serve on a rotating basis requests; that is, everybody does everything or attend various categories of requests. The consultation is, as I can set up automatic assignment for this type of help desk team ???, exemplifying: Team Help Desk (Technician1, Technician2, Technician3 and Technician4)
Barcode Generator: Enhancements
SDF-62433 : Barcode Generation for assets. This initial version contains an option to add assets (bulk) by scanning the vendor barcodes, ability to generate and print new barcode labels, associate barcode with the existing assets. This feature is available under Assets -> Barcode section. We've been testing this new 9207 release feature and have a few suggestions and comments: - add more text formatting options - add additional fields We ran into issues when printing. We're not sure if it's our printer
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