Can 'Group' be auto populated when Technician name is selected
Hi I wonder if this is possible? Thanks in advance Sonia
Design a report for average completed time of Service Requests
Hi I need to prepare a report with present me the average completed time in a date range between Date A and B for any service request which is grouped by the following fields: Site Category Note: I do not care about the other fields within the report. Regards, Javad
Transfer subcategories
Hi, How to transfer an existing subcategory from one category to another category? Thanks!
Approval reminders
Hi There, Is there any way to set reminders for approval task in Service desk plus. Some of our tickets pending for approval for long time as there no reminder set to the person who approves it. Thanks, Kumaran
Changes tab - More customization needed
Please consider the ability to allow more customization in Change management. In this example, instead of plain text entries, the ability to choose between style options like; Text Drop down Check List Task ( Not just adding to Implementation tab) etc..... To add another example, for me a REAL checklist under the check list field or perhaps one for my roll out plan would be beneficial for me. Image of area I am referring to;
Technicians name not showing up in worklog
We have a single technician who can no longer chose his own name when he is adding a worklog to a request or change. Normally his name would show up as default in the worklog, when he is assigned the request, but this is no longer the case, nor is he able to choose his own name in the dropdown box. The other technicians cannot see his name in the dropdown box under worklog. We running on 9.2 Build 9200
how many request has been closed by technician?
Hi Dears I need a report to show me each of technicians how many requests has closed in the month i need : group technician month number of request that he/she closed in the month Thanx
Resolve button for a Service request
Hello, Is it possible to have a resolve button inside a request similar to a close button? Thank you! Best Wishes Berkan
Using ServiceDesk for other departments?
Does anyone use ServiceDesk for multiple departments? In my organization it is currently being used primarily for IT requests, but we're thinking about implementing for the HR team to do case management. Would appreciate different perspectives on if it's suitable (I think it can work) and any tips on implementing this scenario.
Zoho Reports - Reporting on Item Field
I think I found a workaround to reporting on a field that isn't pushed to Zoho Reports. The one I needed was "Item" which doesn't show up in Zoho Reports. What I do is have Zoho Reports refresh every 2 hours. Gets me everything I need except for "Item". Then I schedule a report from SD+ to send a report of just "Request Number" and "Item". I then manually add that SD+ report into Z Reports. Then using a lookup column I combine both the auto uploaded SD+ data with my new report and create the reports
Approval does not work correctly
Hi, After upgrading to 9.2 is not possible to re-submit a request for approval for one employee. Possibility of re-negotiation is constantly used in the work, now it is impossible. How to fix it? Thanks.
Service Desk Plus Login
I am setting up Servicedesk plus and am using AD authentication for the technician login. I have disabled the in built admin account. I have been out of the office for a couple of weeks and have returned today to continue the configuration. However, when I attempt to login with the technician login, it takes me to the self service portal instead of the technician login. All my technician login's are doing the same and I can't log in to the product. Has anyone come across this?
upgrade servicedesk from 9204 to 9409 failed
Hi, today I wanted to upgrade our test server to version 9209. Upgrade went fine. Started the service again, it started. Briwsed to the server, page not found. Stopped the service, started the application with bin\run.bat. Got the following errors in the console (and wrapper.log file): STATUS | wrapper | 2016/04/20 12:04:45 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/04/20 12:04:45 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS
Application Layer Started....
Hi, I'm trying to install ServiceDesk Plus free for evaluation on a plain Windows 8.1 entreprise (French) Pc. But, when I start SD, a lot of things seems to start, but hang with message "Application Layer Started..." I've read on Forum to try to launch command "run.bat" from C:\ManageEngine\ServiceDesk\bin folder and I'm having this message: Port 8080 occupied Do you want to enter a different Web Server port ? Enter y/n y Enter the Web Server port 80 Web server port was occupied initially. It is
import data from external application (exchange, lotus) to the SD+ calendar/schedule
Is it possible to import (via import file or via SQL) calendar related data into SD+? Instead of entering holidays and leaves in both our calendar application AND SD+, it would be fine to import events into SD+ Thanks for any hint Best regards
Privledge to mark FCR
With the ability to mark requests and incidents with FCR, is there a way to limit the ability to do so? Within the Technicians, is there an way to turn on or turn off the ability to be able to mark a request/incident with the FCR flag. If there is currently not an option, Then any technician, who does not take phone calls, can use FCR.
Homepage change
How can i customize my homepage appearance? I only need a quick access button to make a new incident i use Servicedesk plus v9.2
Service Control Manager
I apologize if this has already been a topic but I just installed the latest version of the ServiceDesk plus and I am getting an error in the event viewer stating "The ManageEngine ServiceDesk Plus service is marked as an interactive service. However, the system is configured to not allow interactive services." This started happening after windows updates I believe as it was working before that. Is there a way to get this fixed?
Setting 'Status' in template
When in form design, we set the 'status' field to Mandatory, uncheck 'Requester can set' and check 'Requester can view'. After saving the template, we go to the Requester view design, drag the status field to the layout and save. when we go back to the technician form design, the 'Requester can set' box is checked again. when we uncheck it and save, then go to the requester view, the status field isn't on the layout anymore. see attachments:
SSO not working
Hello, We are trying to setup Active directory Pass-through authentication by following this link http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html . However, it does not seem to be working. We still see a pop up window asking for login. I see that the computer account has been created in database and Active directory-> Computers. Can somebody please help on this SSO setup, it will be really helpful for our users. Thank you, Usha
[SOLVED} Requests -> view all requests that are not finished
Hi Is there a way to view all requests that are not yet finished (= closed or solved). If I choose All requests, I also get the requests that are closed / solved. If I choose Open requests, I only see the requests with status open; the on holds are hidden, though... Thank you for your answer
##42## - do I need to keep this formatting?
Plain and simple How does ServiceDesk recognises a Technicians reply to a mail? How does ServiceDesk recognises a Requesters reply to the Technicians mail to the original mail? or: Do I need to keep the special ##xx## formatting in the subject of the mail? Or can I leave it out / change it to ||42|| e.g. Thank you for your reply
I need a report to get the Ticket On-hold duration.
How can I get the ticket on-hold duration?
Android App - No Description
We have ServiceDesk Plus, 8.2.0 Build 8207, and running ME SDP v2.0.2 on Moto G 2nd gen I have managed to connect via the Android App, but when I view my calls I get nothing in the description field ( screenshot attached ) Although I can see the subject field, I need to be able to see the description aswell. Thanks Andrew
Last time software used
Hi Team, Do SDP has added the feature to fetch the date and time for the software last time used? Regards, Onkar Mundalik
How to Edit Email to Notify field or Requester Details fields in my Request Template?
Hi, I'm trying to setup a template that will automatically set up an address to notify if the template is selected. To be specific about where I'm looking, in version 8.1.0 (build 8121), if you click on the Admin tab, then choose "Incident Templates" from the Helpdesk section. Then choose a template (in my case, I've chosen a pre-existing template we've created). Inside the template page itself, there is a section called Requester Details which contains a number of fields. I would like to be able
SDF-61437
Hi, Can anyone please explain what does the announced feature "SDF-61437 : Option to hide solutions for Requesters" actually do? I haven't found anything related. Thank you
Bulk Importing Data into Manage Engine Service Desk PLus
Where can I get a download list of of these service desk import templates.,CSV with the correct field 1. Category and Sub Categories 2. CI relationship 3. Printers 4. Laptops 5. Workstations 6. Tablets 7. Switches and Router 8. ETC I would like to capture my data into excel but I cannot not seem to find the template or format of each of these. PLease assist me. Thank you
Deploying Asset Explorer agent with Desktop Central
Hi All, Are there any hints on deploying the asset explorer agent with desktop central? Deploying with Active Directory has been partially successful but there are some instances where antivirus is complicating the deployment process. Regards Kingsley
Custom Query
Hi. I need a Custom Query that lists Software name and Software version Installed by developer. ie. Developer = Cisco List = SoftwareName List = SoftwareVersion Anybody able to help with this?
User Manual for Technicians
Is there a hard copy of any kind of user manual for Technicians working Requests and Changes? I can see that being helpful. Thanks
Build 9200 Corrupted Error
I have tried downloading and installing the 9200 ServicePack three times and each time I'm getting this Error: The file may be corrupted or check for the available disk space. The drive has 33GB of free space, so that should be plenty. Any thoughts? Thank you!
Custom P.O. printing using poprintpreview.html and additional fields
Hello, I have created and been using a custom template by editing poprintpreview.html, it has been working great but we need an additional field added to the print. the field is on the form, and can be printed with the original poprintpreview.html file, but when I use the {ADD_VALUE_E} or {ADD_VALUE_O}, but not in the new location in my edited poprintpreview.html. This does work for one of the added fields but not the other. I can see the data in the database in the custom fields. [UDF_CHAR1]. is
How to change the default password for the Admin account?
How Can I change the default password for the Administrator account? Also, Is it possible to remove the local authentication from the logon screen? Thanks,
change link to request
If I'm viewing an associated change in build 9209, how do I jump back to the associated request while viewing the change?
Automatic linking of incidents to a problem
If we have a know problem and log it, we need a way to automatically link new incidents to this problem. For instance, we have a problem ticket for "XYZ Application crash." Using Manage Engine's EventLog Analyzer tool, we send email triggers on certain events. We would have a trigger that any time an application crash for XYZ is discovered, an email is sent to the service desk. Each email would have a tag on the subject line that when received into the service desk it would automatically associate
Scedulled Reports
problem regarding scheduled reports - even though I can see all Scheduled reports other technician not able to see that, how can we set this up ?
Restrict Announcement creation
Where do I set permissions such that only Admins can create/edit announcements?
Do not send notifications for a specific Request Type
Is it possible to NOT send any notifications for a specific Request Type or other ticket setting? We use a request type to track changes to one of our systems but do not need to notifications to go out.
Where is my option of manually sending a survey in survey settings in 9207?
This is all I have got?? However the help section in teh settings page has this:
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