Question regarding Reminder features
We have had a question from a user. I have looked to see if we have a way we can configure the Reminder window and I can't see it, but I am very new to the program Here is the question: On occasion, I use reminders on tickets in the Helpdesk. When setting the reminder, the request ID displays on the screen. However, when I get the email, there is no mention of the ticket ID. I’ve conditioned myself now to remember to include the ticket number in the body of the message but I’m wondering if it’s
Database model
Is it possible to get the Servicedesk Plus database model/schema/data dictionary from somewhere?
Does Dashboard Can be Customized in Service Desk Plus
Hi Team, I need to customize the Dashboard of the ManageEngine ServiceDesk Plus. Is it possible, if possible please guide me how to achieve it.
Request link to asset
Hi SDP Team, Is there a way to link request to asset? For example a requester is requesting blackberry device once approve by the department head that request will be link to my asset list or my CI Types. Thank you very much. Emmanuel Jopia
Closing calls with linked requests
Currently, when closing a call there does not be any way to ensure that all linked calls have been closed. If a call has been linked to 1 or more ancilliary calls, we should not consider the primary call closed until all linked calls have also been closed.
Does SDP resend notification email to technician after restart mail fetching
Dear Support Team, I've set up SDP to send notification email to technician group when a new request ticket is logged, but there is some problem with the mail fetching the it stopped so I restart fetching the the notification is not re-send. I'd like to know that can it re-send the notification email after restart fetching? If so, how can I configure it? Best Regards,
email notification for tasks assigned to groups
Is it possible to provide an option to send a mailnotification to groups of technicians when a task is assigned to their supportteam just like a normal request? Reason : same as a notification from a request : when assigning a task, the assigner doesn't know if the responisble technician is available, but the supportteam is always available.
Searching based on serial number / Serial number empty in list
Several times it happens to me, when i'm searching for an asset in SDP, that there are no results. When i change the category from the left side, for example from Workstation to Smartphone, and redo my search i will find the asset i was searching for. In my opinion, searching for an asset should be performed in all categories instead of only one. Is this an known issue? Also, for all smartphones we have in SDP, the serial number is filled. In the overview, the serial number is not filled. See attached
Problem deleting request
Hello to all, We have a problem with a request that we can't delete. This request has 166.500 replies in conversation history. Are there any way to delete it? We have tried to delete from SDP app but doesn't works. Thanks in advance.
Requestor fields only visable by tech level
It would be nice to be able to have custom requestor fields that are only viewable by certain techs with specific rights. Example of usage. We keep certain info in a user's AD for things like door codes and other items that they ask for and also for paths for profiles and home directories. It would be nice if these fields could be hidden from requestors but visible to techs. In phase 2: in would be nice to limit the field views based upon tech permissions. There may be certain AD items that
Better search for solutions
Could the search mechanism be improved for solution documents? At the moment it seems to relies too much on people knowing what the are searching for and authors doing good keyword loading. Even when the correct keyword is in a given search string, it'll fail to find anything until the rest of the string is removed.
Automatically have a service request (New Hire Request) notify a selection of emails
Good day, I am in the process of configuring a new hire request workflow and have a requirement to email a number of non-IT users who do not have technician accounts. I am looking through the request workflow designer and can't seem to find an easy way to accomplish this automatically. Is there a way to have the template set to notify a selection of emails upon creation of a new request? Or do I need to use a business rule to push the notification? Any tips are appreciated. Thanks, Mike Taylor
Request your support for how to solve this error because when updating the status of an application in the servicedesk
Request your support for how to solve this error because when updating the status of an application in the servicedesk, throws me this error. How I can solve it thanks
ServiceDesk Plus 8210 Released
Dear Users, Hotfix 8210 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8210 SDF-43916 : Option to “close/resolve” parent request under “Admin > Helpdesk > Request Closing Rules”, when all the associated tasks are closed. SDF-24328 : Task escalation notification can be configured under “Admin > Notification Rules > Tasks” and sent to entity owner, task owner / group, when a task is overdue.
Preventative maintenance due date.
Since the majority of our maintenance is after hours, it is useless to have a ticket logged the day that the maintenance is due. It would be nice to have a due date in the template like # days after creation. That would allow us to have it logged and a due date added.
Customizable My dashboard
Add your own filters to your SDP dashboard To any dashboard of all ManageEngine products
Business Rule not working
Hi, I'm testing the service desk functionality, I'm configuring 2 business rules but they aren't working. These rules are site specific. Rule 1, if service category is infraestructura fisica (custom service) assign to technician facilities Rule 2: If service category is sofware assign to technician IT. I also have tried to put the rule in place in to group Neither options are working. The rules are enabled, and the techincians belongs to the same site than the rules. When I create a
Is there a way to integrate or add, Notes option while assigning a ticket to a technician?
Hello SD Team, Is there a way to integrate or add comments or notes option while assigning a ticket to a technician? I have attached the screen shot for better reference. Please check and do the needful. Regards, Praveenkumar Ravichandran.
Task group assignment different than request group assignment
Is there a way to allow technicians to view requests that are outside of their assignment group? Often times a group is assigned a task but they would want to click/open the parent request to look for additonal information that could relate to the task. Currently if the parent request is assigned to another group, then the technician gets a "out of scope" message. thanks.l
Enable botton "More assets" in the request user (normal user)
Hi, This button i can see only in administrator user, how do I enable for all users
Internet Explorer 10 support
Hi there, Could you please confirm as of when ServiceDesk Plus will fully support Internet Explorer 10? Best regards, Demetrius
service desk
sir i want one help . I already create one technican. Suppose if login to technical id, it show all pending calls instead of login id calls. How to control the only view login technican id calls in service desk plus pls help us. thanks in advance. regards shakthi
Schedule tasks to appear in technician tasks
Dear Forum, I would like to know if it is possible to schedule technician task like we do with preventive maintenance task. However I need these tasks to appear in the tasks section for the technician daily or weekly. For example i would for a technician to receive a daily task to check backup. Let me know if this is possible.
New query report
Hello , I would like to make a weekly report using the query to get the following fields of the request and should be sorted exactly as below . Technician Request ID Assigned time of the request Resolved time Request Title Request Description Resolution I have created a custom report for this but I couldn't get the assigned time parameter , I found only the created date . Thanks in advance
Enforcement of Required fields
We have required fields that need to be populated for every ticket (Category, Level, Priority). When a Help Desk associate creates a new ticket, this is not a problem and enforced the rule. However, when a ticket is auto-created from an email, the Help Desk person has the ability to just assign the ticket to a technician, without populating the required fields. Please consider adding the following features into your roadmap: 1. A ticket cannot be assigned if the required fields are not populated.
can't update SDP
can't update SDP from 8206 to 8210 error log: 22.08.2013 17:55:34 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : 22.08.2013 17:55:35 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\Users\vidoq\Downloads\ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_10_0.ppm 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO]
Techinician notification doesn't work on new request
Hi, When new request is created it should notify technician which are added to notification rules. It doesn't work. We have this on "Alert the following technician(s) by e-mail when a new request is created." All other emails work. If technician is assigned to the request then it works but if request is "open" and not assigned to anyone then it is not working. How do we get this work? I think this should work because there is option in notification rules, right? T.Matti
Prevent maint tasks templates
I want to create a template to use for preventive maintenance tasks. I only want it to be used for prevent maint tasks. I created an incident template called preventative maintenance tasks. Even though I have not given anyone access to it, technicians can see it. How can I create a template I can use only for scheduled prev maint tasks, and not be used by any users?
Asset Lease Date Expiry Notification
Is there any way of setting up an email notification for when the lease date on assets run out? If not could this be looked at as a possibility for a later version.
Email Fetching stops after upgrading to build 8210
Since the last upgrade to build 8210, email fetching keeps stopping. Restarting fetching only to stop again in a few minutes
A report to show which workstations have Static IP's
Hello, I am wanting a report that I can run, that will show me a list of workstations with DHCP (No). I noticed when I click on an individual workstation and Edit, I can see where it shows DHCP (Yes or No) drop down menu. Is there a way to run a report that will give me a list of workstations that do not have DHCP enabled ? Thanks in advance for any help.
Reports Problems
I've already submitted a request in the Support Web Service Portal but haven't been responded yet... No sure what happens, I sent email to ServiceDeskPlusSupport (servicedeskplus-support@manageengine.com) yesterday but didn't get any response. I was able to receive an acknowledge email with request ID before April. Does anybody meet the same problem? I am having issues when running a custom report. I was editing and saving a custom report and now it will not run nor can I delete it. This report
Different categories per user group?
Hello, I was wondering if it was possible to show a user only the categories that apply to him/her. For instance, if a person uses software solutions A and B, they should only see the categories A and B when submitting a ticket. I tried to solve this with user groups but didn't find a way to apply such a rule. Thanks in advance!
Allowing Technicians to create incidents
Is there any way to allow technicians to create incidents as we'll as work on them? Right now, as technician, it doesn't allow me to create a new incident since I'm not in the Requester's area. Is there a way around this?
Tab Name change
Dear Any Possible to be change the TAB Name in ServiceDes Plus? Example Contract => AMC CMDB ==> All ITEMS Advance Thanks & Regards Kodi
Import Date from Excel or CSV File
Hi, Is there a feature in SDP, wherein i could import an Excel or CSV File to create new Assets Category Listing\Database? Ken Fuentes IT&T Support Technician IT Support Centre Email kfuentes@hwns.com.au ———————————————————————————————— House with No Steps Making the most of our abilities Head Office 49 Blackbutts Road, Belrose NSW 2085 www.hwns.com.au
Block the creation of clients if they're not in AD
Hi all, I'm using SDP 8.2 (8208) and I have all my clients and technicians sync with AD, but I'd like to know if it's possible to block the option to create a local user on SDP when you write in a ticket a client that doesn't exists previously. Thanks!
Spawning child tickets off of a parent
My manager is looking for a way to determine the amount of work that is scheduled, vs the amount of work completed. For instance, we have a 40 workstation build that is due in Sept. Because the paperwork hasn't been completed, no tickets have been entered, and there is no visibility into the resources required for this. We are looking to create 1 parent ticket for the project, then spawn 40 workstation build tickets as children off of that. We also want to carry certain information into each of
Replying to ticket generates new ticket
I've seen the previous posts before but my problem persists. When a user replies to a ticket the subject line looks like this: [Ticket: # ##2103##] Re: [Request ID :2101] : test My notification email subject line looks like this: [Ticket: # ##$RequestId##] $Title The more replies we do, the more "Re: [Request ID :2101]" get added to the subject. How do you fix this?
SLA Violation Email after ticket closed
We just recently upgraded to the latest version of ServiceDesk plus. We were about 7 patches behind. At any rate, when we close tickets now the SLA violation email is still coming to the escalation teams. I did notice that there is now a "Resolved" option as well as "Closed". Should we be setting our tickets to closed now or is this a bug?
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