add note data to update email
Hey how do i add the latest note into the update email. I would think that this would be the default behaviour, but the stock template just says "go see the web link" which is stupid. Would prefer to have the newest update directly emailed to the user.
User Survey only with default request?
HelloWe want to make use of the User Survey function. However, it seems to me that surveys are only sent when we close Incidents with the Default Request Template. With other templates it does not send one to our users. Is this the case or am I doing
[Term of the Day]: IP Hijacking
Term of the Day "IP Hijacking" What is IP Hijacking? Internet Protocol Hijacking, also known as IP Spoofing is the creation of Internet Protocol (IP) packets which have a modified source address in order to either hide the identity of the sender,
Group email problem
SD Plus version 11201. We have set upp two alias adresses and configured the supportgroups. But when a mail is sent to one of this alias adresses the mailaccount adress is set in the "To" field not the alias adress witch i needed to assign it to the
Restoring mysql data to postgres fail
HI, I am getting below error while restoring from backup. Can anyone please help on this? Regards. Hasan ********************************************************************************* You chose to open this file: C:\ManageEngine\backup\backup_mysql_9200_fullbackup_05_06_2021_12_22\backup_mysql_9200_fullbackup_05_06_2021_12_22_part_1.data
[Blog] Top Incident Management KPIs that matter the most
Analyzing key performance indicators must be every ServiceDesk's best approach for successful results. Many of us have heard of this business adage, "You can't manage what you don't measure." This is particularly true in IT Service Management. KPIs are
Changing the request template in active request
Hi, I'd like to change the request template in active request with another (wrong) template. Business Rule doesn't work. I've 2 types of request and my rule depend on them: If type of request is .... change the request template to ..... Heeelp.
Disabling Archiving
A quick service announcement: archiving is irrevocable, users be sure that archiving is not left enabled accidentally (default may be "enabled", I found mine set to archive items 2 years or older) On to the question: If I disable archiving is there any potential hazard for doing so? Are there any arbitrary limitations imposed by, or otherwise experienced within the operation of, ServiceDesk? What sort of problems should I be aware of when disabling this feature?
Problem with update from 11143 to 11200
Hi, guys When I try to update from 11143 to 11200 the proces freezes to 6% and not continues. If it helps - It is attached updatemgrlog0.txt
[Term of the Day]:Augmented Reality
Term of the Day “Augmented Reality” Definition — What is AR? The term AR means Augmented Reality, this technology expands the real world with extra layers of digital information projected into it. AR combines the physical world with computer-generated
Any update on SDF-24857 Including Conversations in Problem Module.
Any update on SDF-24857 Including Conversations in Problem Module. It has been a while since the issue was raised - I can see mentions of it on the forum from at least a year ago
Mail conversations in Change and Problem management modules
Hi folks Wouldn't it be fine to have mail conversations concerning a problem/change in the problem/change by adding a 'conversation' tab? I would find it very useful having the same possibility to document a conversation as we have in the incident management module. What do think? Thanks in advance Best regards, Marc
Request closed or resolved
Can we get request status to resolved from an email conversation added. The scenario is we receive task complete email from vendors and the same is added in request ,the email description is fixed can we change the ticket status to resolved once we receive
Stop Help Videos from playing automatically
Does anyone know how to stop the Help Videos from playing automatically? We are on SDP 11.0 Build 11005, and when on the request list view screen the Help Videos will randomly popup as we go about our day.
Notifications
is it possible to prevent email notifications from being sent for tickets that are created manually in service desk?
editing built in views
Hey how do you edit built in views? for instance, "all my requests" shows closed requests. So i want to not see closed requests obviously! Sure i can make another view, but if i change the default, then all users in the company get the correct view.
Notification On Final Approval
Some of our forms have two or three stages of Approvers. I'd like to set up a custom trigger to send out a department email when a request is Approved, but ONLY when it's the final approval. Testing it has shown me it will send out an approval on every
http to https redirect instructions do not work for 11202
Hi! I upgraded to 11202 last night and put the following line in the server.xml file as usual and restarted the service but http to https redirection still does not work. Please help: <Connector port="80" redirectPort="443"/>
Self-Service Customization
Hi On the below post Michael mentions a potential new feature to include the option to upload images and text from the UI. https://pitstop.manageengine.com/portal/en/community/topic/self-service-portal-customise-the-request-a-service-icon "Charles, source
New Integration "Actionable messages in Outlook" does not work as per the documentation.
Hello All, I am trying to integrate the new feature incorporated with new ServiceDesk Plus standard edition application that is : Actionable messages in Outlook". I have followed the document https://help.servicedeskplus.com/outlook-actionable-messages
Powershell Script to add a user to an Azure group inside SDP
Does anyone have a powershell script that takes the user from a ticket and then adds that user to a specific group in Azure?
[QUIZ- 1]: Handling Critical incidents
From now on, our Virtual Meetups will include a quiz as an additional activity. After each meetup, we will be sharing the recording of the session and a questionnaire. You can check out the recording and take the quiz to brush up on the topics covered.
How to extract certain string from the Description field and set the string in another field
Hi all, I am new to ME and my vendor had set up ME service desk to receive email from another system and then automatically create a request/ticket. I wanted to automatically extract certain information from the email and populate a field in the request
[SDF-84057] Trying to add last post to a template for ticket has been re-opened
I'm trying to update the template we use for the email notification for when a ticket has been re-opened to include the email/comment that reopened the ticket. I've been looking at the $ variables and been unable to find one that looks correct. Thank
[Blog] The Effectiveness of Multi-Channel Support for your Employees and Customers
Nowadays customer experience and employee experience are looking more and more similar. Evolving consumer experiences are shaping employees’ expectations for work experiences. Employees increasingly see themselves as customers of their employer, and the
[SDF-66785] ServiceDesk Plus - Project Management - Attachments on comments
I have noticed in Project Management you can now insert images, videos and links, this is great! I was hoping we would also have an ability to attach and attachment to the specific comment. Currently if there is an applicable attachment to the comment
Not accessebile through ip:port
I have installed service desk plus on my computer the standard version but can only log in on the local host. I can't seem to login from another PC using ip address: port number.
Exclude Tech From Query Report
Hi All, looking forward to your valuable help to instruct about how to exclude specific technician from a query report that i generate it using "MSSQL" to get the status of mainly violated tickets. The following is the current query: and if possible
After Update to 11202 we not able to add Approval person in Change
Good Day Before this version 11202 we was able to select CAB users for approve change For right now in this page: Approval Appears message: No Approvals Levels Configurated and there is no single button to add this Levels How to add levels now ?
[Blog] The 4 key elements of modernized ServiceDesk
Choosing the right ServiceDesk for your organization can be challenging. There are abundant software and umpteen of potential features to consider. We tend to get caught up in the excitement of assuming how all of those features might help to build a
[Term of the Day]: PPC Marketing
Term of the Day “PPC Marketing” Definition — What is PPC Marketing? Pay-Per-Click Marketing is an online advertising model that has been designed to drive traffic to websites. Advertisers pay a set fee every time internet users click on a PPC. This
[SDF-30444] Can we PLEASE get an 'add image' button?
Hi PLEASE PLEASE - can you please enable the 'Insert image' button to the reply template control? You have it elsewhere on the same control. Thanks in advance! Stay safe!
Reports not working: MSDP 11.1 Build 11135 on Centos 7
Hello, cannot generate custom reports or any reports at all. Here is error from serverout0.txt when triggering report generation: [09:37:29:168]|[04-28-2021]|[SYSERR]|[INFO]|[42]: java.lang.NoClassDefFoundError: Could not initialize class net.sf.jasperreports.engine.util.JRStyledTextParser|
Tagging or Labelling tickets
We're looking for a way to “tag” bugs & feature requests with certain product modules or areas so that we can better track duplicates and organize related issues together. I don’t think adding more sub categories would really work since we're already
[Term of the Day]: WORM
Term of the Day "WORM" What is WORM? WORM, the acronym for Write-Once, Read-Many, is a data storage technology that allows critical information to be written and prevents modifying and/or erasing information accidentally or deliberately after it has
Workstation asset assignment not correct
Version: 11.1.0 Build 11130 Desktop Central is being used to scan workstations and ServiceDesk is using the APi integration to bring the asset inventory into the SDP CMDB. When looking at the asset details, the hostname and ip address for the asset are
[SDF-49372]Identifying Managers from all Users
Hello, With the import of users from AD, the "Manager" field is mapped to the "Reporting To" field in SDP. Is it possible to utilise this field to generate a custom User Group containing managers only? I cannot see any way to do this as the custom User
Allow Access-Control-Allow-Origin for Custom Menu
Hi, I want to create a custom pop-up menu for create issue in our issue tracker (Not JIRA). I need to call APi by javascript library like axios, but unfortunately I get error "Allow Access-Control-Allow-Origin". I see this post and follow this instruction
Outside of the Sites/Departments functionality, is there a way to give a requester access to other tickets?
Based on a post here from about 5 years ago, I now understand that I can assign requesters to a site and a department underneath that site. I can then either give them the ability to see all their department's tickets or all tickets that are part of
[What's Cooking] Upcoming new features and enhancements - April 2021
Dear users, We are glad to inform you all that the following features will be released in one of the upcoming service packs. Change Workflow Create a complete change life cycle, along with its stages, conditions, switches, notifications, approvals, and
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