One to many relationships - Requesters
I'd like to see the ability to create department to multi-site relationships for requesters. This would give managers the ability to oversee departmental employees who are located at different sites. Right now this is a limitation whereby the work around is creating a site called the department...this is ineffective since our sites pull from AD and are set due to emergency protocol
/sd/SolutionsHome.sd unauthenticated access
Where do i go to disable anonymous access to this page?
Howto delete Link to Product Overview?
How can I remove that link?? thanks in advance Chris
Business Rule Query
Hello, I currently have Business Rule that emails a distribution list (outside of IT with no access to system) when a new Request is assigned to a specific group. I was hoping to set up a rule to email the same distribution list when a call in that Group is marked as Resolved. I can see you can mark it to be Executed when a request is Created or Edited, but I don't want them getting an email every a note or field is added, just the status changed to Resolved. Is there another way of doing this or
Automatic Status Change
We are seeing number of instances where tickets are set to, for example, waiting for response and, depending on the view the technician is using, may not see it again before its breached the SLA. Is there a way to reset the status - no matter what it is set to - back to 'open', escalate or even poke the end user so that these tickets are not put into limbo and forgotten about? Jason
After upgrade to 9115, replying to tickets does not autopopulate "To" field
This morning we completed the upgrade and ever since when replying to any type of ticket, it ignores the requestor and cc information and does not populate any of the address fields like it once did. Attached a sample screenshot... Have not applied any templates, but doing does not change the behavior. I'm not seeing any particular settings for this in the mail servers settings, notifications or reply templates. Any ideas? Thanks. Steps for duplication, open any request or incident > click reply.
Modifying default template, business rules no longer apply.
Hello, I am currently testing service desk and setup business rules. If someone chooses a specific category (hardware) it will go to the group (infrastructure). It worked fine until i modified the default template, i removed a few fields and made categories and priority required. Now when i create a ticket the business rules do not apply at all. ANyone have any advice? If i choose another predefined template the rules work fine.
How do i use the RESTAPI?
I'm trying to add a request via the RESTApi but it keeps giving me a response of "HTTP/1.1 401 Unauthorized" This is my first attempt at using an API, so i'm probably doing something obviously wrong, but the documentation doesn't show how to actually specify the Technician API in the HTTP Post. It says to either include it in the URL or the Header, so i tried both, but maybe i'm using the wrong keyword or something? It doesn't actually say in the documentation how to do this... Any help would be
New Incident Button
Is it possible to map the New Incident button to a different template other than the default template? Regards Chris Bailey
Embedding External Form in Description Field
Hi, How can I get an external web form within the Description field on Field change using the custom script given below. /*To set content of Description field use below method*/ $CS.setDescription("sample description"); Note: The form works when I use the Copy and Paste function in Description. In other words, I need to use the "iFrame" tag. Regards, Pramod
Active Directory Import
Hello, Can anyone tell me if the Active Directory import supports importing from the Custom Attribute fields? I found this but it doesn't mention them: https://www.manageengine.com/products/ad-manager/help/csv-import-management/active-directory-ldap-attributes.html Many thanks, Lisa
Everything you need to know about Cloud version of Servicedesk
Top points and features that you need to know about cloud version of Servicedesk is here. Register for the Webinar to know the key features of Servicedesk On Demand. Regards, Priya Kumar ServiceDesk Support
Would the asset explorer support the automatic inventory devices of QNAP/Netgear/Citrix Xen Server
We have a client of Jewelry company named KGK, their manager is an Indian worked as India company before, and now testing the AssetExplorer software in their environment and found some issue in automatic inventory, they don't want any import from manual function. So they want to some respond with their requirement： We have technical difficulty in using SNMP scan feature for inventory of certain brand Network devices like ,Access points ,routers and switches ,due to snmp objects not supporting in
field description not showing on mouce hovering
Hi, In the requester window (client side) the description that I have given to the various incident/service catalog field doesn't show at all on mouce hovering. Can you help please? Thank you Antonio
Notification Template - How to Reply to Requester with Comments Typed in the Close Case pop-up
Hey everyone, You know when you close a ticket in Service Desk there is a pop up that asks you to type in Comments and Closure Comments. How do I modify a Notification Template so those comments are sent to the requester when the Ticket is marked as closed. Thanks!
Please help me with what would seem to be a simple report.......
I need a report that tells me the average time it took to resolve tickets during a certain time frame. It should not include the time a ticket is on "hold" or "waiting on requester". It should also not include non-working hours. I would like the average time to be outputted by Group Please please help me.
Renaming a tab
Hi -- We would like to know if it is possible to rename the Project tab to Work Request. Please could you let me know if this is possible. Thanks Lynne
Customized Request View
Hello All, OK, so I have been trying to customize my view in Service Desk to one that can see the following: All my open, pending, on-hold. All unassigned This is not possible, as there is no option for it in the drop down. Also, the option for none is there, I have no idea about this.....any assistance with this would be great, how can a ticket be none??? Also, if you are going to make a size limit for the posts, might want to show when that is reached, as there is no way to know......
Is Manage Engine Pink Verified?
in other words, how many processes are ITIL compliant and measured by Pink Elephant?
Request catalog
HI all, in request catalog section is possible to force an alphabetical order for template? Thanks a lot, Davide
Cannot fetch mails from exchange 2010 server
Getting the following error when I try to save the outgoing mails in the service Desk Plus The Service Desk is not fetching mails .
Automatic Reply to Request dependant on subject/content
Hello, when a user sends a request we often want/need to know if he/she has done/checked all the necessary things before. In this cases we reply the user and ask him if he/she has done those things. Is it possible to automatically send a reply with a certain template dependant on the subject or Content of th request. I know where to add the desired reply-template. But I dont know (if possible )where to set a rule like "if subject/Content equals 'XXX' then reply to requester with template 'YYY '"
Automatically Request
I have a ask for you. When I receive a specific request from a user it's possible to generate automatically another request? Thanks, Davide
increase the font size in customer reports
hi guys, How can I increase the font size in customer reports including the table and lable?
Cannot delete site and department
Hello! We are trying to delete a department and its respective site but when we delete it, it become greyed out and informs us that site/department is used by a module. The name of the department and site is 'Assistive Technology' I have tried the following code below to delete a site, running a query in the ServiceDesk Database in the SQL Server Assistive Technology Site ID = 609 update Workorder set slaid=null where slaid in (select slaid from sladefinition where siteid in (609)); update Workorder
Assigning Problems to a group
Is there a plan to associate Problems with a particular group? For example, we could have a problem with our environment or with the application we sell. The group handling each type of problem would differ. Thanks.
Question on Reports
Hi, Service Desk plus : 9.1 - 9115 Database - MS SQL Could you please help out with the following questions 1) Can we generate a custom report with only the graph as the output? That is without the table data. - Example - the number of tickets opened last week, the number of tickets resolved/closed last week, total number of tickets opened last week 2) Please tell me how to generate a report with a graph on the top 5 categories raised last week / last month. please let me know if you need any
Can you please provide "technical architecture datagram on Manage Engine implementation "?
Hi, I need technical architecture datagram on Manage Engine implementation . ManageEngine SDP Enterprise 9.0 build 9048 Mohammad Golam Rabbany Proud Customer of MESDP
Unassigned requests automatically assigned to Support group
I have tried everything that I can think of at this moment to have unassigned requests be placed in a support group. I have tried using business rules with all sorts of different rule combinations and am unable to achieve the desired results. Any suggestions? Thanks in advance, Adrian
Issue in Servicedesk 9114
Hello Support, Last weekend i updated servicedesk plus till the latest version 9114 and i notice now there is a problem with the Configuration Wizard --> Helpdesk -> Notification Rules the default tab is Requests and when trying to change tab too for example Change / solution / task or mobile push notification. Nothing happens this seems too be because of Java script? tested it in all 3 most known browsers and nothing happens. Are there more people with this problem since the update? or is it a matter
Help configuring notifications
Hi, I'm configuring Service Desk Plus in my company and I'm having a problem with notifications rules. When I try to configure, I get this screen: I see four tabs: Request, Solution, Tasks and Mobile Push notifications. I just can modify the first: Request. I press in the other tabs and nothing happens, I keep hung in the first tab. I use Internet Explorer 11. Can you help me to access the other tabs? Thanks
Mail History Conversation
Good evening, We use the SDP MSP version 8315 and are having problems with e-mail sent by the SDP history. Example. - The client opens a ticket. - It is sent to the customer a confirmation of opening the call to him via e-mail. - During the call, we exchanged several emails. - However, every email I send the SDP to the client, the SDP does not send the discussion. - This is a problem that can be fixed? Some customers need the e-mail of history that is recorded in the SDP-MSP; The SDP is not sending
Can not authenticate to Active Directory
New install of the Free Version using MS SQL database. I imported my AD users fine and converted one to a technician but when I try to log in using any AD credentials I keep getting bad username/password error. What am I missing?
preventive maintenance task
Hi, For some reason I'm not able to create a preventive maintenance task, Everything seems to go okay, untill I click save. FAILURE :Error occurred while trying to save Preventive Maintenance Task. I have read a few other articles, but this were all related to old systems, where I'm running on the latest version and service pack (build 9114) Anyone got an idea? Thanks, Johan
Requester details auto filled when a requester is a technician
Hi all, I have a question... when a requesters make a request the fields of "Requester Details" auto filled. when a technician make a request this doesn't happen How can I do this? Thanks a lot, Davide
Assigning tickets
Hi, let me start by saying sorry if I'm being thick with this question, but in ServiceDesk Plus when you assign a ticket to a technician is it possible to add a note at the time of assigning? I know you can assign then add note and email technician but it'd be so much simpler to add a note at the time of assigning the ticket.
import "reporting to"
hi guys, I can import users by LDAP including Job title & Department Name, but "reporting to" field is empty. How can I set the LDAP?
Sending Notification Failed
Receiving "Sending Notification Failed" whenever trying to reply to a ticket. Support file attached.
Regenerate text of Change Recommendation each time the button is pressed.
Scenario: A change is submitted with a Start Date of 1/1/1900 The change manager sends a recommendation with this date in it. During our CAB meeting, it's decided that this needs to be rescheduled. The change owner modifies the Start Date to 1/30/1900 The change manager clicks "Send for Recommendation" but the auto-generated text has not honored that new start date/time. Clicking that button should regenerate the text each time.
Change Requester Name on Multiple Tickets
Hello, I have a requester with an old user and one new in AD. I want to assign all the tickets of the old user to the new user, Is there any way to do it? Thanks, Regards.
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