Yes, you can configure it under Admin -> Self Service Portal Settings.
This is configurable under Setup >> General Settings >> Self Service Portal Settings.
Yes, you can configure the other department as a site or group and manage their requests within the same instance. Additionally, with the help of Enterprise Service Management, you can create a separate instance for other departments. They can configure the application to their preference and import the data as a .CSV file.
Click here for details on ESM
In the Requests List view, click Open Tasks. Under the Link column, the Request ID will be prominently displayed.
You can merge requests in the Request List View page and the Request Details page.
When you merge requests, you will be able to select parent requests. When merged, child requests will lose notes, resolution & worklog and only the description & conversations gets copied to the parent.
No. The child request will not contain all the notes, resolution, and worklog of the parent request.
This is a Service Level Agreement configuration, which can be done under Setup >> Automation >> Service Level Agreement. You can also manually change the Dueby time for a request in the application.
The technician use the Add Work Log feature to note the exact amount of time spent in resolving an incident. How to customize request approval messages.
Go to Setup >> Automation >> Notification Rules. On this page, you can customize any template and add your content.
This one of the methods under the Tech Auto-Assign feature.
In the Round Robin method, the application assigns requests equally to all technicians, and follows a circular order.
Let's say, you have 3 techs (Tech 1, 2, and 3), and 10 requests are in queue. In the Round Robin method, Tech 1 will be assigned 4 requests while Techs 2 and 3 will have 3 requests each. Now if 2 more requests come in, Techs 2 and 3 will each be assigned 1 request. Requests will be assigned, regardless of whether the techs are still working on open requests. The Tech Auto-Assign feature also takes into consideration the Groups and Sites associated with the techs. Let's say tech 1 is associated to HR and Admin while tech 2 is associated only with Admin. If there are 7 requests created, of which 4 are under HR and 3 under Admin, tech 1 will be assigned all of the HR requests, whereas the Admin requests will be assigned equally and in the circular method. That is, tech 1 will be have 2 Admin requests and tech 2 will have 1 Admin request assigned.
Enable notifications in 2 locations.
Please write to us at sdp-ondemand-support@manageengine.com. We will make the required changes in the backend.
Use the custom filter icon on the Request List view page to create filters. You can also make those filters private.
Yes, configure mandatory fields under
Setup>>Automation>>ClosureRules>>Request.
Please click on requests list view on the top left and click on Requests Pending Approval.
Delete all requests, including trashed requests, from your list view and contact support; we'll reset the counter from the backend.
In order to edit the requester reply template, please login to the application in IE browser and press F12, which will open up the console window where you can type
customizeNotificationTemplate('notifType=RequestReply_E-Mail');
Go to Setup >> Customization >> Helpdesk >> Priority Matrix.
Priority is automatically assigned based on the request's Impact and Urgency. The admin configures the matrix based on your organization's business needs.
Go to Setup >> GeneralSettings > Self Service Portal Settings and change the default currency.
This involves configuring the application to send an automated closure message to the requester when a technician changes a request's status to Resolved. If there's no response to the message for more than 2 days, the request is closed.
Disable the option under Setup -> Automation -> Closure Rules -> Request -> Confirm User Acknowledgment.
First enable the Email User when a Request is Resolved notification rule under Admin -> Notification Rule'. The closure email will contain a link to that the user can use to re-open the request if the resolution provided is not satisfactory. You can also configure the Self Service portal settings to enable requesters to re-open their requests.
All requests older than 3 months are archived by default. So, the missing requests might be present in the archived folder. Note that archived requests cannot be reopened or moved back to the active state.
If they aren't in the archived folder, look through the Trash Requests folder. Also check the System Log to see of the requests were deleted or merged.
For more infor on data archiving, go to
Check the other FAQ modules or you can contact our support team at sdp-ondemand-support@manageengine.com