Asterisk CTI Integration with Service Desk Plus
Hello, I am looking for your kind help in the integration of asterisk through CTI. I downloaded trial edition and configured service desk in my environment. I was able to do the outbound call from Service Desk Click to dial functionality and the call land on another extension successfully. I assigned an extension to the technician in the Admin tab. When i was dialing inbound call from extension to the technician extension the call landed on the soft phone successfully but not able to pop up in the
incident history report
Hi All, I am looking for a way to produce a report to show me the history of a request. So when filter it to one "Request ID" the report will show the following. Request information and History/all update/notes etc. Kind Regards Rich
Template CSV Asset non IT
Good morning, has need a template CSV to add some assets not it through the importation from CSV. Thanks
Notify technician of SLA expiry/escalation
Hello, We have configured the escalations of the priorities, but they are not sending any email to the ticket owner or any manually set technician. All SLA based mail escalations : is enabled The version of Manage Engine ServiceDesk Plus currently installed is Build 9111 Can someone help me? Thanks
Search strings in Request list view
Hello, Are there restrictions on what can be part of a search string when searching by Subject in the Request List view? I am noticing certain strings do not work, but cannot pinpoint what characters are causing the problem. Are there limitations on special characters, or number of words or characters? Thanks, Diana
API
we want to use the servicedesk plus API and we are currently using version 7944. Is it possible to get every active account(customer) via the api ? thanks Michael
Backup Problem
Dear concern, very good day. I have already communicated several times with support center. Recently I was updating service desk plus build 9017 to 9048 . But still facing the problem . bellow error details. Please provide solution. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com
How to define escalation rule to a supervisor technician located in a different site?
Reference https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring-service-level-agreement.html How to define escalation rule to a supervisor technician located in a different site? Thank You
Print screen capture into description field
Hi, We are running SDP 9012 and were wondering if you could incorporate the ability to do a screen capture directly into the description field. We currently use Desktop Central integrated with SDP. User's have the ability to capture screenshots from DeskTop Central and create a request in SDP. We would like this feature in SDP. The user opens a request from the incident or service catalogue and if there was a button they could click to capture their screenshot directly into the request, this would
Agent not upgraded to 1.0.20
Hi, We're using SD plus 9.1 build 9111 (the latest). After updating, it said that there is newer agent version 1.0.20. So we try to upgrade our installed agent to the latest, either using direct upgrade from the workstation list or directly to the PC. But, the problem is the agent version not updated at all. Some agent I checked, the version still 1.0.19. All upgrade failed, no 1.0.20 agent found. I have submit ticket to support mail on Oct 4, but no response yet until now... Thank you...
Notify technician of SLA expiry/escalation
I've been trying to find an option that will send an e-mail to any technician whenever one of their assigned requests SLA expires or escalates to a higher tier. Does an option like that exist and where can I find it?
Approval Workflow Enhancements
I have a few business requirements I cant quite implement due to some limitations (or perhaps they can be and I just don't know a method to do it). I thought I would bring them forward and see if they can be considered: Scenario: We have a permissions workflow process that requires the following: Stage 1 - Person's Manager (MUST APPROVE) Stage 2 - One of three legal approvers who rotate the responsibility. (AT Least One Must approve but not all 3). Requests: Currently there is a checkbox that
Auto open "on hold" requests after time
Is it possible to auto open requests after a set time (e.g. waiting for reply from customer, after a date/time, case is reopened so that the technician can send a reminder and/or close the case) Thanks!
Closure Codes
I'm wondering how folks are using closure codes: We have a scenario where we've had an implementation of SDP for some time and we're finally taking advantage of it. I'm finding that the closure codes have been ignored, and what appears to be closure codes are stored within the technical catalog. Do people generally put Resolution Codes into this field or do you have a separate resolution field (or none at all)? Cheers, Adam
Service Catalog - Workflow - Dept Head
Hi Team While configuring the Service Catalog, we noticed the "Approval Details" section and option to include some Dept Head etc. How do we add more people here ? Image is attached thanks Gopi ME Tech
REST API
Hi, How can I use rest operations for add request, edit request, view request, add comments, display requester requests. I am trying to use .Net code to use web services to perform specified operations. Please provide a complete url for each operation and don't provide me an answer that go to your incomplete guide. Thanks Praveen.
Skype for Business integration
Does ServiceDesk Plus have the capability to integrate with Sykpe?
Automatically create a new request if not resolved at 1st Level
Hi, We would like to have a new feature in SDP that should automatically trigger a new request creation for the 2nd level technician if original ticket was not resolved at 1st level. The need for this is to have an accurate request reporting on the technicians and groups as well as keeping credit for 2nd level technicians.
Notifications are not being sent for Unpicked requests
we have approx 20 sites and usually only 1-2 technicians associated to each site, and when a case is raised it is automatically assigned to the site the requester belongs to. I am trying to find out, if the case remains unpicked for a set period of time, how/when will a notification be sent to all technicians associated to that site? So far there doesn't seem to be a mechanism for this, and I have been told that I have to create a "support group" for that site and then add the technicians, I have
Ticket which affects more than one site
First... thanks for your fast and always great Support !!! My question is, we have some tickets which affects more than one site, but in the Standard request template the site field is no picker field. Is it possible to Change it to a picker field that our technicans can choose more than one site which the Problem is linked to ? Thank you!
actual Inventory
Hi, I want to manage our inventory better. So I made a custom report based on the following filters: Assets in store Product type wich look like this: I would like to specify "workstation" more. We have PC's and laptops. I would like to split workstation in those two models. Is there a way I can seperate PC's and laptops from "workstation"? regards, Jordi van oosterbosch
Notification for Change Management
Hi, I would like to ask where can I edit a specific notification for Change Management. This notification is used for changes in the status like sample below : The Change Request ID: 8 initiated by <change owner> has been successfully reviewed in the Review Stage. User Comments: Done as planned. Change Request Overview --------------------------------- Current Phase: Close Stage with status as In Progress Title: Category: Sub-Category: Item: Scheduled Start Time: Scheduled End Time: Description:
Announcement Window
Whats about the functionality that an announcement will open up a Windows when the technican logs in? We have several times big announcements which are important, that each technican will get informed when he logs into Service Desk. I know we could send an anouncement as E-Mail but thats not enough for us. Thank you.
Business Rules on Requests
I noticed when I use the main business rule engine I can leverage customized fields as triggers; however, when I use the business rules in the service catalog - custom fields aren't listed--this is true even when I have marked a additional/custom field to be in common for both incident & request. I'd like to trigger business rules based on custom fields service catalog/request tickets
Assign "Service Category" during massage parsing
Hello I am trying to pars the field "Service Category" and assign some predefined value through "E-Mail Command" No problem with CATEGORY SUBCATEGORY or ITEM But no way with Service Category. It's not possible at all?
How to add just a label to an Incident Template?
Hello. I would like to add just a label to an incident template, without the text field. How can I achieve that? If that is not possible, how can I disable the text field from editing? I tried to play a bit with the properties of the custom fields, like disabling "Requester can set" but no luck. Thanks for your help. Cheers.
Business rule which can do email Id to notify
Please in my organisation the Information security department is required to be notified of some particular services/incidents. I am trying to see how to implement this rule for the request that are been created but seem to be stuck on how to do this. Please I need assistance
asset inventory update
Hello How to force ServiceDesk Agent to push data to the servers asset inventory? During initial setup or after system reboot, agent is sending information. If I am making just service stop/start no information is sent and no farther data is posted to the server. In the log there is only: [10/12/15][17:54:52][AgentUtil.cpp][63][INFO][2772] ::ExitCode is 0 and return. [10/12/15][17:54:52][AEAgent.cpp][489][INFO][2772] ::The command executed successfully. [10/12/15][17:54:52][AEAgent.cpp][483][INFO][2772]
Solutions suggest for technicians to resolve the incidents.
We like to introduce the below set of features to improve the role of knowledge base in resolving the incident requests. We find the tighter integration of solutions to the incident requests will enhance the productivity of the IT team. We need your valuable feedback to improve the same. We are currently having the auto-suggest based on the incident requests fields for the requester. We will be extending the same for the technicians where private solutions also being included in it. (Mark as)
Emailing within email client creates new request
When technicians reply to a request within their email client (Outlook), SDP creates a new request. I want to APPEND the email reply to a ticket,not open a new request. Technicians often have to respond to requests from their mobile device so this is a pain since an email conversation will generate many service requests..... How do I configure this in SDP? I know other service desk applications offer this basic configuration feature....
Resolve incl. file attachment
Hello, when I forward a solution per mail there is a button to attach file(s). Is there a possibility to attach files when I resolve a ticket? And is there also a possibility to add additional meil-recipients (cc)? Greetings Michael
CMDB, assets & solutions problem after upgrade to 9111
Dear forum members and support team, after upgrading from 9100 to 9111 we found out, that CMDB, Assets and Solutions tabs shows nothing (tested in newest Chrome and IE11 browsers). CMDB and Assets hangs in 'Loading...' Solutions tab shows titles, but returns an error if trying to open it. Solutions itself accessible via 'Copy to resolution' button in requests, but we no longer can open it or edit: HTTP Status 500 - type Exception report message description The server encountered an internal error
Modify the default template
Hi Is it possible to modify the name and description of the default template? I also noticed that the translation is not correct and it changes if you use another browser, example: On IE and Firefox "Default Request" is translated to "Nuovo Incidente" (new incident) on Chrome is translated to "Nuova Richiesta" (new request). thanks Stefano
Differences between "CLOSE" and "RESOLVED" state
Hello, we have some technicans that alsways Change Status to RESOLVED when a ticket was done. When i read your Manual the complete done Status should be CLOSED. Could you please explain whats the correct Status for a ticket is completely resolved? Thank you.
Asset scan changes product name
Hello, I have a very very frustrating problem with the asset scanning. For example: I have a switch product PowerConnect 6248. I create a new asset under switch with Name\IP\serial number\product name. Then i scan that product and the product name changes to Dell PowerConnect 6248 instead of PowerConnect 6248. Every time i changes that name the asset scan changes it back. I don't want that. why is the asset scan doing that?
Cannot edit notes for request/incident by external programming.
HI, We are also working on it. I need some help regarding 'note' field. We need to concatenate the newer message to the existing note. But I am unable to find the particular note. Is there any Note ID for each note ? If there is Note ID, then how to retrieve it ? Please help me. Thanks.
Preventive Maintenance - Template Design & Tasks
Hi, We're starting to use the Preventive Maintenance option more and more to perform daily / weekly checks on our systems, at different sites. Do you have any plans to update this module with the following.... Edit/customise the template that is used. I'm wanting to notify someone of the preventative maintenance request. Add tasks to the request, as you can with Incident Templates Site filter on preventative maintenance, so Techs with limited site access can only view preventative maintenance jobs
Cannot add license to ServiceDesk Plus
Hello. I am trying to add a license to our ServiceDesk Plus Standard version in order to increase the number of technicians but I always get the following error: Please apply a proper license file. To upload the file I received by email, I go to Help -> Licenses Screenshot in attach. I'm trying to add the license with a technician account, not with the default Administrator account, which we deleted after importing the users from Active Directory. My license details are: Your ServiceDesk Plus -
Approval process needs this simple improvement
Approval emails sent from a request could be very useful, if it was not for this particular issue: Even after an approver has used the link to grant/deny an approval request, the link is still valid, and the approver can use the link to revisit the incident and maybe change his mind. Even when the incident is closed! I think that the approval link should be a one-time use, and approver should be forced to call helpdesk to discuss change in decisions, because actions may already have been taken following
Time Spent Report - Grouped by Request ID
Some of our tickets have dozens of worklog entries. I need to create a report that allows for grouping/summing total time per Request ID by technician. I don't really need the individual time entries from the worklog. I then need to compare that to the "Estimated Development Time" field we use. Note: I DO NOT have ME SysAdmin rights - I am just a power end-user. Also - is there an easier way for techs to enter time other than to go to Actions - Add Work Log Entry?
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