Incorrect reply or forward
Hi, Using service desk plus 9038, my users send requests to me only through email, and read my response ticket again via email . in a ticket where there are more answers , for example Mark on 03/11/2015 18:29 Mark on 03/11/2015 18:45 if I answer the last email , I always see the date of the initial ticket . I have the tickets older than 6 months if I answered now the date in the text of the email is always that of the creation of the ticket. all this happens even when forwarding . my reply template
Can i run a query for list of technicians and their respective group on the service desk plus?
Can i run a query for list of technicians and their respective group on the service desk plus?
Sort template
Hi. Please help me, I need sort template in catalog. How do this? Catalog: -Printer problem -Program error -Application error -Install adobe When i edit temlate -Applicetion error, this template change position and may stay №1 or №2 or № 5 How i fix in at №4.
Requester Notification from support group
Can Manage Engine develop to ability to have the requester acknowledgement of ticket creation from multiple/different support groups. We would like to identify in the notification the support group it has been assigned to (based on the email address it was sent to for the support group) to be different for each support group. Currently having multiple "teams" work in one instance makes the notification very generic rather than a personal dedicated response relevant to the request being logged
Project Status Reporting
Hi Has anyone created any reports out of the project model that could be used to give to management on a weekly basis as a project status update report.
Hidden requester's replies
Hello. We have some issue with requester's replies via email. When requester create new request via email, technician take it to processing When requester send second, third and following replies, they marked with red lock icon (hidden for requesters) Is it a issue? Because sometimes similar replies marked with green lock icon What does it depend and can we avoid it? Our requesters need to view all their replies on the Self-Service Portal
Get KB Articles from Service desk plus using REST API or Data base
Hi I would like get all KB Articles from Serviced desk plus by using REST API or Data base. If any body have idea . Please help me. It is very urgent.
Impact analyis form in change planning
Dear All, we have speacil document for change analyis which we are now filling it manually and upload into respective change. how could we design this form in Manage Enginee CM process under Planing tab?
Work Log - Category
There should be a category associated with work log. I would like to categorize each entry so I can sum up how much is for certain ones (IE: Research time, implementation time, troubleshooting time, etc)
Notification Rule - Subject Variable Button "Requester Phone" incomplete
Google Chrome: Version 41.0.2272.101 m ServiceDesk Plus: 9.0 Build 9039 When modifying a Notification Rule "template" an issue has been noticed when the variable "Requester Phone" is selected. The variable is displayed minus the preceding "$" character. When selected, the variable is indicated such as: RequesterPhone When in fact, I believe it should be displayed as: $RequesterPhone Which is the same as the other options.
How to better understand technician time
Currently using version 9.0 Build 9038 Am trying to better understand how technicians are spending their time on requests. Can technicians update records with time spent on activities? Can I report on how much time is being spent on requests? Where can I find documentation on how to understand time recording? Currently I cannot tell if a technician is spending hours resolving a request or not. Thanks, Roger
Flash reports in Internet Explorer 11
I'm using Windows 8.1 with Internet Explorer 11, and when I attempt to use Flash Reports (which I just discovered) I receive an error: "Flash reports supported in Internet Explorer only". I've found if I use the F12 developer tools and change my browser mode from Edge to "10" they will load, although a bit buggy with some clicks not registering. Is there a known solution to getting Flash Reports working in IE11?
email notification closed dont work
Hi, I installed servicedesk plus standard edition with five technical free . I have configured the mail server , and notifications . My problem is that when I close the ticket the technician does not receive the email but closing email receives only the user who opened the ticket . I selected in the notifications that the technician must be notified by email of the closure of the ticket. Why the technician does not receive the email closure if it is set in the notifications ?
Assigned Tech email at request creation
I would like an option so that if a tech is assigned during request creation, the requester only gets 1 email (rather than the one for the request being created, and a second one for the request being assigned a tech). Otherwise we are spamming too much to our end users.
Product field changes at every scan
Hi all, here my problem... After scanning my network SDPlus auto complete some fields for network objects like workstations, printers and servers. Sometimes the field "Product" is wrong (for example in Printers like HP Laserjet 1606 and P2015 the field become "HP-Printer"). No problem. I can change it manually but after every scanning the field reset to HP-Printer. The same is for fields like How can I set this field and deny the auto change after every network scan? Thank you! ;)
Request Type Missing
Currently running Manage Engine Service Desk Plus v9.0 The request type is missing so all requests are being logged as incidents. How can I add 'Request Type'? Thanks
Share attachment with requester
Maybe there's a way to do this already, but I'd like when uploading an attachment to a request to have an option to share it with the requester so they know there's a new attachment. Or, When replying to a request, there should be a way to include an attachment that's already on the request.
Notifications for Resolved versus Closed and Resolution
I'm wondering how other folks are using Resolutions. I understand that I can search Solutions, then copy the resolution from a solution to the resolution of my ticket, but what if I want that solution to go to the requester. Where's the step for emailing that solution to the requester? (Our folks aren't using the portal yet and may never). I'm trying to understand the workflow: Should there be an option from the resolution tab to send it to the requester? Is that supposed to be done by saving,
Calling feature is disabled
Hi, How is this feature enabled? Love to have it working....
Associate Existing Tasks to new Milestone
We have tasks that were created in a project before the milestone. How do you associate the tasks to the milestone without having to delete and recreate them?
ServiceDesk Plus Build 9041 and Chrome
Just updated ServiceDesk Plus to build 9041 and the resolution box does not work in Google Chrome, unable to enter any text at all, the cursor doesn't even appear. Works fine in IE.
Formatting of the Reports Fodler Layout view
Hi, Is there any plans to tidy up and improve the layout of the Reports module in SD Plus (like you recently did for the Solutions module)? Unless I am mistaken there is no way currently of controlling the layout of the report folders - so for example every time we create a new report in each folder it is appended to the bottom. Each report folder therefore is now looking very messy and it can be hard to find at a glance which report you are looking for. In an ideal world I would like to be able
iPhone App Push Notifications
We cannot get Push Notifications to work for the ServiceDesk Plus iPhone App. They are turned on, and I've checked the Notification Centre settings for the app and it is set to Alerts but no alerts come through when a new request is made or even assigned to me
Multiple Notifications
When closing requests, the requester is getting three notifications. Two of these are advising that the request has been updated and the third one is advising that the request has been closed. Is there any way of stopping the two update notifications so that only one email is sent? Thanks Cheryl
Non-Admin Role that allows access to Templates
Hi, we are using version 8.2.0 Build 8214 and wondered if there was any way we could add access to a role for Incident Templates, including Reply, Resolution templates without giving full Admin access. If not available on this version, has it been implemented in a later version? Thanks
Purchase Order - Add Invoice
When adding invoice, I would like to include an Invoice Date (which is the date printed on the invoice, different than the date received).
Lock permission to change Priority
Hi, We are having an issue where technicians are changing the priority on tickets to avoid SLA breach and over due timers, is there a way for me to lock down this setting so that they cannot change the priority of a ticket? Thank you,
Multiple Alias URLs
Hi, I am setting up Servicedesk plus for a company that operates under different names. Some customers will be supported by company named 'abc' some by company 'def' I would like to setup ServiceDesk so that these customers can use different urls based on which company they are going to for support. Eg Customer1 is supported by Company 'abc'. The URL they will go to is > https://support.abc.com/customer1 Customer 2 is supported by Company 'def'. The URL is > https://support.def.com/customer2 Is
service catalogue
In service catalogue - i had deleted the service template and it is not visible in service catalogue. But when user login it is visible to user . Ex: In application login - i had deleted the service template and it is not available in the list but for users it is showing on there profile. How can i find the deleted template which is visible to other users. your early response is highly appreciated. With Regards, MK
issues with renewing SSL Cert
When ever I go import a new cert the application fails to load. I followed a few steps including clearing out the keystore. Looking through the logs I see what is listed below. should I attempt to create a new .csr and .keystore? [07:07:46:306]|[03-25-2015]|[SYSOUT]|[INFO]|[21]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException: No available certificate or key corresponds
How to implement Solutions in a ticket ?
Hi, I was wondering how to get solutions to show in service desk when a call comes in and say a technician in another office can pick it up and help out at different times and click on quick help solution? within the call. Thanks
Technician Utilization across Projects, Incidents and Changes
Hello, I would like to know how to create a report that would show the utilization, or at least the worklogs reported for a day and week. I'm looking for details covered all time entered into SDP regardless of what module this information was captured in. thanks, Greg.
Assign to self option for request template
It would be nice if when creating a template the technician could be set to 'self'. This way multiple technicians could use the same template to create a request and by default it would assign the request to the creator. This is useful in the case where requester is calling into a help desk and the individual who answers the call takes ownership of the incident. I've seen similar requests made in the forums but not worded in this way. The option of a business rule does not work at this time because
ServiceDesk Plus 9040 Released
Dear Users, SDP 9040 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9040 SDF-57601 : Option to configure Multiple mail Ids for requester SDF-59095 : Conversation(s) Yet To Respond Count will be shown to technicians in Request List View. SDF-59094 : Incident additional fields limit has been increased from 48 fields to 90 fields. Known Issue : Unable to export incident additional fields
how disable portal usage from menu start
Hy everyone, its possible i disable portal usage from menu, or at least translate that?
Word Wrap in Notes Not Working
Our technicians have noticed that word wrapping is not working in the request description field and the discussion notes field. It happens in all browsers. We're running Build 9040.
SQL Browser Service
Is this service required to be running?
Email Notifications Translate
We are using the servicedesk plus 9040 Standard Edition version, the problem we are having is that email notifications are in English, and want you to send in Spanish, then, we must manually translate all templates? Regards Enzo FVSA Argentina.
Incident template and API
We've create some incident templates, and run into a problem. We need to write down part number, and create a custom field named "part #" in template. How can we fill in "part #" field with API and UpdateRequest?
Auto Close an incident after the apporver has "denied" the request
I am trying to figure out how to Auto Close and incident/ticket, if the Approver has "denied" the request Doe anyone know how to do this?
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