Different Default Template
Is there a way to change the default template to a different template without actually changing the default template. I need to have a different default template for a few weeks and I don't want to have to recreate it after. Thanks in advance, Jason
import of assets
Version 8.1 build 8125 Would like a way to import from a spreadsheet or csv some of our assets such as switches etc that we already have elsewhere. Can someone provide instructions on how to upload/import assets? We tried scanning switches but they came up as workstations (we have cisco switches) how do you change them from type workstation to switch? We could not get it to change. need help asap please
Is it possible for servicedesk to send email notification once a request is assigned to a group on a certain site?
Im one of the technicians who receive requests from servicedesk. whenever someone assign a request to me, i get a corresponding email notifying me that a request has been assigned. that's the case with technician, right? This is our setup: our servicedesk is based in India. If a request should be resolved by another team, lets say windows group, the servicedesk analyst will assign it to the windows server group site (lets say Jakarta). The jakarta windows team will now pickup request from that filter
Time taken to 1st response & Time Taken from Open state to resolved
Hi, Could you help me with this issue, we need to mesure the response time(= Responded Date-Created Time) in h:mm format, and the Time taken from Open state to Resolved state in h:mm format(=Completed Time-Created Time) h:mm format. The header of report . Request ID Level Priority Created Time Responded Date Time taken to 1st response in h:m Time Spent Executed Time Time taken from Open state to Resolved state in h:mm format Completed Time Technician Requester Request Status Thanks in advance.
【ServiceDesk Plus】Survey - Satisfaction Level
Dear Sir, is there any way to change the default satisfaction level scale to "Good at the top and Bad at the bottom"? the reason of this request is our end users oftenly make the wrong choice by mistake, they are used to have the best on the top. that causes our service team to have bab performance in report. Thanks. Alan
Email command subject
I understand that in order to send an email command, I have to use @@SDP@@ as the email subject to indicate that this email is a command. But how then do I actually give the request an actual subject or title? When I use @@SDP@@ as the subject, "Not Provided" is automatically used in the resulting request. Thanks.
change report about added today or resolved time blanked which is two days ago
Hi, i want show the change report that added today or resolved time blanked which change was added two days ago
User-created Templates
In what table do user-defined incident templates exist? I created a template called "Test Software Dev". It's not immediately obvious. I looked in the Templates table but I don't see it. I see other templates like "FileAttachmentKeyTemplate", "ConversationMigrationTemplate", and "UnInstallAgentTemplate" but not the one I created.
Adding groups from Active Directory
I need to have my groups out of Active Directory show up when a technicians sends a replay for a request. I have done a scan and made sure that it was checked but the do not show up when trying to respond to a request.
SDP x SCP
Can I install SCP on the same server SDP? Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
New Report for support tickets
Is it possible to create a report, that will list all conversations and any notes attached to a specific support ticket. Basically everthing that is logged/ attached to a support ticket.
Where are custom fields stored?
I need to be able to pull the names of custom fields as well as email commands available in the system. Where might those be stored?
Using API for requesting assets
Hi, I'n a newby in SDP. Api documentation (REST-API) includes sending template to add request information. However, there is no template for services, only for incidents. Our use case is to be able to request for application access rights which are configured as products/CI's in order to have certain relationships between CI's. I would imagine there is a way to request any kind of products (workstations, keyboards etc) in just one request. In our case it would be just taking advantage of this structure.
Customer satisfaction level selection, when closing the request
Hi, We are using "Automated Close" for the "Request Closing Process". So an email is sent to the requester when the Request is put in Resolved state by our technicians. The requester has the option to close the request via the link sent in that mail. Wouldn't it be nice if the requester could be able to select his/her satisfaction level when closing the request. May be a drop down box with levels 1 to 5. Those selections would be very critical for the companies that provide support services and need
Secure Password Authentication (SPA)
Hi, Does anyone know how to enable Secure Password Authentication (SPA) on Service Desk Plus? Our version is 8126 and we are having delays with outgoing emails and after looking at the log files from WireShark we have discovered that the delays problem are due to SPA not enabled. But I am not sure where I can change this?
Unable to close ticket created through Service Catalogue
I have just finished populating the Service Catalog, i have gone through the testing period to see whether it all works as it should and unfortunately it does not. I have a 'pick list' which i have created in the 'Additional Fields' section of the Service Catalog so it is available to all of the template forms i create (see below). When attempting to close the ticket it shows the below although the field CIA Incident Type is filled in. Does anyone have any idea as to what i can do to sort this please?
Notifications not being sent to technician group when a new request is added
I have a business rule set up to move all new requests to a default technician group. The technician group is then configured to receive email notifications when a new request is added. The business rule works and puts the ticket in the right technician group, but an email notification is not sent to technicians in that group. If I go in and manually edit the request after creation, changing the group and then changing it back, the notification goes out as expected. I am not certain when this behavior
Question regarding Service Catalog vs Incident templates
Where do the incident templates show up for the user? For example, I have the service catalog configured with many catalogs. Examples include IT Admin Systems and Email, Phone, Instant Messaging. These Service Catalog templates all seem to be defaulted to service requests. When configuring a new Service Catalog, I do not see an option to make a Service Catalog an incident rather than a service request. So when the user logs in, how do they submit a "hardware" incident rather than a service request?
Fail change template
I open the the request and click the Close button. I show a window that does not fill the field and opens the editing mode. In this window, I try to change the template request that the field would be filled in automatically, but it reloads the page and I see the window for creating a new request. If I open the request and click edit and change my template, all ok.
I don't see any description
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
auto-redirect from http (80) to https (443)
Hi there, Windows Server 2008 R2 Standard ServiceDesk-Plus 8.1.0 Build 8114 I found a post that have the instructions to redirect SDP from HTTP (80) to HTTPS (443) automatically here: https://forums.manageengine.com/topic/how-to-redirect-http%3a-to-https%3a -see last post- So what I did is: run changeWebServerPort.bat 443 https http://www.manageengine.com/products/service-desk/help/adminguide/introduction/change-web-server-port.html modify the server.xml and web.xml as instructed on the link at the
is it possible to send a notification email when a ticket is assigned to a group and site?
Im one of the technicians who receive requests from servicedesk. whenever someone assign a request to me, i get a corresponding email notifying me that a request has been assigned. that's the case with technician, right? Is it possible for servicedesk to send the same email notification once a request is assigned to a group on a certain site? This is our setup: our servicedesk is based in India. If a request should be resolved by another team, lets say windows group, the servicedesk analyst will
Is it possible to delete or inactivate an Incident template?
Is it possible to delete or inactivate an Incident template? If yes, how please? How is it determined that an Incident template is inactive (turns gray)? Is that information something that can be queried with any of the delivered reports?
How i can add approval stages.
HelloO ME Team, I want to know from where i can enable multiple stages for approval to new request, As i know when i am selecting "Submit for Approval" it is showing stage one approval status but not showing "ADD STAGES" button ? i am using Version 8.1.0 Build 8100
CSV Import
Is there a way for us to configure the Import CIs from CSV Field so that it requests for more fields than what is being asked by the System right when you click the Submit button. Ex: for Server CIs, these are the fields it’s requesting for: It asks for Total Memory (GB) only, but I’d like for the Virtual Memory which is a built in attribute field for Servers to appear in this list as well. If that’s possible, will this apply to custom created fields too? Thanks in advance.
Annoying username and password box keeps popping up
we are getting username and password popup before the real login , after clicking cancel we can log . I tried all what is mentioned here but no success . https://forums.manageengine.com/#Topic/49000005748736 any help ?
Where are email settings stored?
I have a need to be able to retrieve via a stored procedure the email settings from an external application. Specifically the current email command delimiter and "E-Mail Subject contains". In what table(s) are that data stored?
Customizing Print Customizer?
Hi, Today I'm at a client's place making some changes to their SDP configuration, and they just asked me this: Is there a way so the Print Customizer has all/some options unchecked by default? (be it at a global level or per technician, I think this client prefers the second option since every tech has different needs) Guess they got tired of unchecking everything everytime they print a ticket, each tech always needs the same information so they always have to uncheck the same options. Any info on
Assign tasks to groups
I found an email from back in November saying the the ability to assign tasks to Groups would be coming in a future release--any word on when that might be? We need to be able to assign tasks to groups so any one of them can complete it.
manageengine servicedesk plus
ManageEngine_ServiceDesk_Plus_8_1_0_SP-0_21_0 unistall ERROR Can you help me?
Group CIs in CMDB
Is there a way to group CIs within the CMDB in order to map out a circuit path? Say I want to define "circuit A" and have it show the individual switch ports that are connected to eachother to create the path?
Group becomes not assigned after filling requester's name
We use request templates which associated with groups of a technicians If the requester creates a request personally then the group assigns correctly but If the technician creates a request on behalf of the requestor the group field becomes non-assigned after filling the requester's name box. This behavior are same with service request templates and incident templates What can we do if the business rules is not works with the service requests SDP 8114 mysql
please sort Report Folders' content by Report Name
Please sort Report Folders' content by Report Name. Thank you.
Ability to attach files to sites
We'd like to be able to attach files (such as pictures and lease information) to site information. Also to be able to add custom attributes such as end of lease date.
Notification destination based on time of day
Hi, is it possible to have a notification sent to different technicians, based on time of day? We are looking to roster different technicians on call. Thanks - Paul
weird login
Hello, When i navigate to SDP i get a box to seek a login. I enter this.... Once i enter this then i come to the SDP login page. I enter my credentials again. Why do i need to do this twice? Seems extremely silly to enter same information twice! Thoughts? Thanks
Incident CATALOG???
The Incident Catalog, which grew out of the Incident Templates, seems to be in desperate need of a makeover to be as pretty and functional as the Service Catalog. And it seems as if it might not take that much development/coding. Just need to borrow the same class or coding as the Service Catalog and apply it to the Incident Catalog. One of the hugest improvements would be nested categories w/in the Incident Catalog. For example, you can have a Service Category of Users in the Service Catalog,
Add custom translation
Hi, We have created a new incident template. It is named "New Email Incident". Is it possible to add translations for this "New Email Incident" to other languages like Swedish, Danish... I cannot find the "New Email Incident" text under Admin\Translations but would it be possible to add it to the SDP database or a property file to make the translations? If possible, how would I do this? Thank you in advance. best regards Markus
Enhancements post 8.1 version !!!
For those who have missed out on the feature's introduced post 8.1 release,here's a glance!!! Adding images just got easier in ServiceDesk Plus,you can now just copy and paste the images onto the Rich Textbox area. You can now import single user/multiple users from Active Directory specifying their loginnames separated with comma's. Hide your private conversations on the Requests from the Requester's. Timespent on a Request is now calculated on Resolved and Closed status. You have now
Notifications
Hi, In our operation of this product we will be using email as the sole operational part, and therefore it is vital that the requester is notified by email as soon as a change to a ticket takes place, e.g., when I make a change to a ticket and complete the change an email is automatically sent to the requester. Is this possible to do now, or something for a future update. Thanks. Geoff.
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