Custom Reports
Hi! I tried to create a new folder in a custom folder, i need to include reports monthly, so i want to create folders for every month. Can you help me to do it? Regards
Bulk Change Service Category
We have changed the name of one of our service categories and we need to bulk change the requests that were under the old category name. How can we accomplish this?
ServiceDesk Plus Snippets: How to move a change forward when the assigned change manager is not available?
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I can't change installation driver
Hi, i've already install last build of servicedesk plus in standard driver C:\. Now i would like to change the driver (from C: to G:, for example) but when i try to copy the installation folder (ManageEngine, I also try to copy the subfolders Servicedesk, even every single file) it gaves me an error: "unable to copy file". I've follow this steps: How do I move ServiceDesk Plus installation to a different drive on the same server? Follow the instructions below to move ServiceDesk Plus installation
Customizable Subjects for Reply Templates
Currently, the Reply Templates can only be customized individually for text of the body, and the Subject of the reply is controlled from the notification below. E-mail Templates for : Replying to a Request To show you an example, we would like to be able to use a customized subject line for this specific reply template, but can't because the Reply subject is set at a global level. We have certain replies for operation events that contain different information than a standard reply to the requester
What is this setting: Allow dynamic user addition when the user is not imported in the application?
What does this setting do in the Self Service Portal settings? The only thing I found so far is if set to off it turns off automatically detecting the "Log On To" for the user, but that doesn't seem to fit with the setting question.
Adding Notes With Attachment
Hi guys Is there a way for us to add notes to an existing case with attachment instead of doing them separately? currently, the notes and attachment are 2 separate fields. I need a way to combine those to log certain contacts. For example, I want to update an existing case with an email from a user. I want to be able to enter in the notes "Email from user with screenshot" and attach a copy of the email as a .msg file for reference.
Business Rules - Closing Tickets
I'm running into an issue when attempting to close a ticket using a business rule. Using a business rule, I'm trying to assign a ticket to a template and then close the ticket. I've set up a business rule to do this, but it will only assign the template, it doesn't close it. Any idea why this would happen?
Incidents re-opening when they aren't supposed to
Hi all, We do not want incidents to re-open when a new email is received with the same request id. We simply want the ticket to get updated and the technician alerted. This is the option we have set in the SElf Service portal area of the admin page. However, it still happens. If the ticket is resolved and an email is sent to the requestor saying that it is resolved, and they reply, the ticket gets opened again. We don't want this to happen. In fact, we don't want the ticket status to change ever
compliance type "excluded" and "freeware" not set correctly
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
Service Requests - Notification for technician with additional fields
We have created a Service Request with additional fields: fieldA and fieldB. Now we need to configure a notification for technician with these additional fields Is it possible? We have tried to configure a new rule notification (Alert technician by e-mail when a request is assigned) but we only view Incidents additional fields. Service Requests additional fields are not visible. Additionally is it possible to configure different rule notification for different Services Requests? For example: Service
How do I propose a series of steps to the customer prior to resolution?
Perhaps it's just semantics, but I'm uncomfortable marking the request as Resolved when I'm proposing solutions to the requester, so I'm wondering if what I'm asking about is just semantics. I have a resolution in my Solutions that I want to send to the user to have them work through the issue. This is a proposed solution. How do I get that to the user. If I mark it as Resolved, SDP can trigger that this be sent to the user via the Acknowledge E-mail c users when a request is resolved, but
Group notification when new task was added to the group
Hello In the Notification Rules we have an ability to notify a group of the technicians when a request was added and assign to the group. Same, when a request is left unpicked in a group. But we dont have same function for a tasks. It's very needed for us. How can i notify (automatically) a group of the technicians when a new task was assigned to a group?
login name in the Requester Details
hi support pls help me how to make that field Requester Details displays a login name (samAccountName)? thanks for you help
I can not see technician
Hi, User has been created by active directory and change as Technician. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Thanks
SLA Name
HI is it possible to get the sla name to populate in a report?
The problem with installing a license
Hello. How to install a license in ServiceDesk? Sincerely. Igor Stepanenko.
Create New Custom Fields - Restricted
I was trying to create a few custom fields for my custom incident templates. After i could create around 15 Now the system doesnt allow me to create any more text fields. Other options are available though [Number, Date and Decimal]. I am using standard version., Any help appreciated. Abhijeet
Requester Notifications
Hi, In Technician notifications we have alert - Alert(or Notify) technician by e-mail when there is a new reply from the requester. Is it possible to add similar alert in Requester Notifications - Notify requester when there is a new reply for his request (it can be send by technician or someone else). This would reduce the time to watch for changes in requests. Best regards, Dmitry
Request Tab Display Error
When users (non-techs) attempt to review their submitted tickets using the Requests Tab, no tickets are showing. However if they click the number of tickets in the Pending bucket under "My Request Summary" on their home page - the Request tab will display the tickets. Any idea on why clicking the Request tab direct generates no tickets?
Editing fileds in "request" tab
Hi! Is it possible to remove fields from "Request" view? For example, remove "Group". And what's even more important: is it possible to add custom fields? ServiceDesk Plus Free Sincerely, Piotr
Any way to have "reporting to" copied on requests from subordinates?
Good Morning - Is there anyway to have the requester manager the ability to view and be notified automatically upon ticket creation, update and closure?
ServiceDesk Plus Snippet Of The Week | Why do you need to auto assign a change manager to a change?
Let's say Heather Graham is the change manager for all the network related changes in your organization. Your IT help desk receives complaints from multiple users of the engineering department regarding intermittent network connection. Your technicians have found the root cause to be a faulty router that has to be replaced. Therefore a technician created a new change, which in the first place has to be authorized by the change manager. But he created the change without knowing who the change manager
ServiceDesk Plus 9046 Released
Dear Users, SDP 9046 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9046 SD-59895 : Single line additional fields with 'Allow only numbers' for incidents, will no longer be converted to numeric fields as done in post 9039(Leading zero's would have been lost).Option to re-configure 'Allow only numbers' in Single line field will be available post 9100. Please refer to the below link for the steps to
View of home page in service desk- 2nd post
We have noticed the list of requests pending our approvals is no longer displayed on our home page. We just updated to Your Version : 9.0 Build 9044 The only sections we see on the home page are My summary, MY tasks and announcements. Please Help Karen MY APPROVERS ARE NOT SEEING THE NOTIFICATIONS ON THEIR HOME PAGE OF THE REQUESTS THEY NEED TO APPROVED. I REALLY NEED A SOLUTION, PLEASE
Doest Show Text in PDF Format
HI Dears when i use PDF format for my reports, it doesnt show some text of my report and i have to use another format of it. my text that are doesnt show are Arabic. How i can solve my problem? I Attached a picture of it. THanx a lot
Create custom field within all tickets for only technicians
Greetings all! I need to create a custom field within all tickets for technicians to use. This will be a RANK field, used by the techs to help prioritize their work. The key for me is that the field should either be invisible to the end user OR at least not editable by the end user. Also, if there is a handy way to set this as a global field (one that automatically is placed on all tickets vs adding it to forms one at a time) -- that would be awesome! The instructions I found for creating custom
Open views directly with specific URL
Hi, how can specific request views be opened directly using the url in the browser ? Something like http://SDplusserver/WOListView.do?View="allopenitems" Thanks a lot for looking into this matter Matthias
Notes: Consider notes addition as first response
Is there a way for the Notes: "Consider notes addition as first response" checked by default? Thanks
Active Directory Authentication Issue
Hi, I have successfully imported the active directory users into SDP, but the requester's are unable to login into the SDP. Below is the log generated: [10:00:56:934]|[04-29-2015]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[30]|: authenticating user : test| [10:00:56:934]|[04-29-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[30]|: User Domain Mapping Status Inside SSOUtil ---- true| [10:00:56:934]|[04-29-2015]|[SYSOUT]|[INFO]|[30]|:
ServiceDesk Plus 9044 Released
Dear Users, SDP 9044 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9044 SD-59350 : Unable to update Service Request Additional Fields through spot edit. SD-59481 : Unable to edit Preventive Maintenance Task in some scenarios. SD-58861 : Vulnerability Issue. SD-59674 : Dates in Problem/Change notifications are not formatted. SD-59355 : Draft content in the reply or forward window does not appear when
Cannot enable AD Authentication
I have Service Desk Plus installed on Windows 2012 R2 and when I enable Active Directory authentication, I get an error ( User:administrator trying to enable Active Directory Authentication ) in the Support\System Log. I have reinstalled the application, and I can import users and assets, but the logins for Domain Users is not working. Can you help?
Networl Scan
Hi, Why does the network scan work properly and the function "scan now" and the "audit scan" don't? It seems that the audit scan and the "scan now", once you are inside the asset configuration, try to log in with different credentials than the network scan. If it's like that how can i set it up? Thanks in advance for the support.
Unable to start SD on W2k12
Hi I have been trying to install SD on Server 2012 R2 and have not been successful. The initial install goes well but starting of the service after install never works. I have uninstalled manually (where is the uninstall on 2012? - it installs under C:\ManageEngine, not under Program Files) and deleted the service and the registry and re-installed three times and the starting of the service always hangs on "Application Layer Started........" I then tried the run.bat method and it also failed to start.
Where do Task Status Options come from?
Technicians continue to use Status values that have been disabled, yet they are available to Close a Task. Is the Helpdesk - Status List a configuration for ALL Requests and Tasks? The only Module I see with a different set of Status Codes is within Problem/Change Management. Why, if the status value "Completed - Change Installed" is marked "Status not for further usage" is it visible and can be selected by our technicians to close a Task? Anyone else verfy this as a problem? Cheryl Ankrom Jennmar
CMDB and Service Catalogue - 2 questions
When I create entries in the service catalogue, they appear under IT services in the CMDB. We have some backend services that do not appear in the Service Catalogue resulting in a mess of entries. When we try to delete some we get errors. I am using the CMDB to identify all the backend resources that play a part in the service. I use the service catalogue for end users to submit service requests. I am confused as to the best practices on how to use these two tools and how they are integrated. Can
ServiceDesk Plus 9045 Released
Dear Users, SDP 9045 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9045 SD-59818 : Unable to save the service template from the requester view tab, when the 'Select Approvers' field is not present in the template. SD-59890 : In IE 10 and below, on selecting a user and pressing the enter key in request quick create and new request page, the entire page is submitted. Please refer to the below link for
Projects Estimated Costs vs Actual Costs
Hello Can anyone write a query for the following Report Title Status Schedule Start Schedule End Estimate Cost Actual Cost Variance (Actual - Estimate Cost)
how to change date-time format to DD-Mon-YYYY HH:MM:SS (ie. 05-May-2015 16:41:35)
Dear All, SELECT LONGTODATE(wo.CREATEDTIME) "Created Time" from WorkOrder wo how to change date-time format to DD-Mon-YYYY HH:MM:SS (ie. 05-May-2015 16:41:35) please help Thanks Win
Can't get SD+ to associate technicians to groups
1> My organization has technicians in all States in the country and a HQ of which I have made them all sites. 2> Most Technicians are associated to all the sites and some to a few sites 3> Sites all have default settings on SLA, business rules, support groups Now my deli ma 1> I used the settings in the attached file, default on holidays, operational hours, Support Groups, Business rules and SLA but custom on Departments and Technicians/site associations 2> I can see all the sites for the technicians
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