Updating from 9.4 Build 9416
Good day, I am currently trying to upgrade the version from 9.4 Build 9416. But it keep giving me the error, May i know which is the correct patch file i should be using as i have try from "ManageEngine_ServiceDesk_Plus_-_MSP_9_3_0_SP-0_0_8" till "ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_5_0"
Custom Reports for ServiceDesk Plus - Tracking Request Status
We found a post on the forums recently for someone looking for a report to track the time a request is in any given status. It certainly piqued our interest, especially after being told it couldn't be done after all .... The basic premise seems straightforward enough as all the information is contained in the history tab of a request in ManageEngine ServiceDesk Plus - a copy of the result they were looking to achieve describes the required information nicely: The key challenge here relates to the
REST API v3: How to edit an asset?
I need help forming my JSON for this. The reply message that I get back is simply "Internal Error" without any other identifying output to help track down the issue. I can update Location by itself just fine, but I cannot update the State with the current JSON parameters. $id = "111111" $input = @" { "asset": { "state": { "name": "In Store", "id": "1" }, "location": "Test Location" } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'}
Random Logoffs (Invalid Technician Key)
We have noticed since our upgrade from v10 to v11 that technicians are getting randomly booted from SD+. Intermittently they will see a red bar saying "Invalid Technician key" which then kicks them out of the system. There are no error messages in the System Log Viewer and there doesn't appear to be any sequence of events to trigger it. No GPO's in place that would erase temp browser cookies and no other security settings are configured within SD+. v11004 mssql
Pasted Line spacing.
When I am using ServIce Desk Plus, i am attempting to add a work log by copying an email from the conversation. When doing this, The line spacing is being trippled. This doesnt happen if there are no line breaks in the copied message however if the line is broken once, it is pasted with 3 line breaks.
Requests with *.msg attachments are converting to forward message
Greetings, We have 11.0 Build 11002+PGSQL. SD works with Exchange 2013 on EWS. Issue is: When user send to mail message SD with a *.msg attachment it converts to forward message. It's very uncomfortable because we need to check headers of mail messages.
Multiple email addresses for fetching
I was wondering if you could implement this idea. We have a division system administrators and a application administrators. Both of these to have access to ServiceDesk. And for about a week or 2 we are using the mail fetching option. But its only possible to do this for 1 mail address. Is it possible to do this for 2?? And when the emails are fetched a support group is added to the call. with kind regards, Jeroen
Can requesters resolve and close their own request?
Hi there, SDP 8.1.0 Build 8123 As the subject says. Can a requester close his/her own request and/or possibly add the resolution as well without involving the technician? I can't seem to find such option in requester view. Thank you for the advice.
Update from 9400 to any recent build failed
Hello Community, We have a problem when updating our ServiceDesk Plus Build 9400 to any recent build. A couple of weeks ago, I updated to build 9414 and at the end of the update, I have the ''Failure , Please check the link : http://www.manageengine.com/products/service-desk/upgradefailure.html'' message. I rewind to build 9400. Yesterday, I tried to update to build 9417 and I had the same error. I don't know why this happens.. Anyone have the same problem? I have the updatemgrlog0 file if you need
Feature Request: Resource Management
We're testing the new resource management function and have some feature requests or questions for the team: - Under the Home page, would like additional filter options including Project Title - Under the Home page, would like to be able to filter by Project - the ability to create a project team filter instead of recreating via the Technician filter - Under Project filter, would like to be able to filter on specific projects and not just members - ability to view the Task Description on hover -
[SOLVED] No reports are generated / Your Version : 11.1 Build 11105
Build Information Your Version : 11.1 Build 11105 Linux / 64 PostgreSQL Server hi help me) No reports are generated What logs should I look at?
Steps to secure MSSQL database connection
Hello folks, This post explains you the steps that need to be followed to secure the database connection in ServiceDesk Plus. How to connect secure MS SQL Server? Summary of Steps: 1. Create SSL certificate 2. Import the SSL certificate to SDP setup. 3. Enable SSL Encryption in SQL Server Step 1 & 2: To start this process, we need to create an "SSL Certificate" it could be either self-signed or third party certificate. Do follow the below steps in MS
[SD-84327] Issue with backup going from 08 to ver 10
Hi there, we are trying to update to the latest version 10 but when we try to do a backup it fails, we are on 08 and never had an issue before, screenshot attached.
Reporting on User details
Hi, I have a couple of report related queries and hope you could assist. Firstly, I cannot find a pre-defined user report and need to create one. We have a some additional fields to be added as well. and it needs to cover requesters and technicians. What I am looking for is sth like: Name Line Manager Department Site City Region Company We also have an issue in that when accessing the technician profiles the field "site" is not available i.e. we cannot amend/correct it. How can we go around this?
[SOLVED] Removing automatic assignement of a users asset to a request
Hi Community, We just switched over from our old Ticketing-System to the Requests Module in SDP. As of right now, as soons as a request is generated through mail or manually, the asset assigned to the Requester is added to the ticket. As not all requests are related to an asset (such as file permissions) we'd like to change it so we have to manually add the asset if needed, not the other way around. is there a setting to change that? Thanks for the help! Best Regards, Patrik
[SDF-47555] Bulk Import Sites & Sites Details via csv
Bulk Import Sites & Sites Details via csv
Unable to reach from Office 365 Account to Desktop Central.
We have Manage Engine ServiceDesk Plus 9425 Version. We have already migrated out Helpdesk email account to Azure Office 365. When we are trying to connect that account with on-premises Helpdesk. It is failing. Do I need to update something on HD?
Confidential information storage in ServiceDesk
What is the best experience for logging information into a ServiceDesk software? Somehow Where can I insert and keep my password,username and configuration codes Softwares/Servers/VMs/ Switchs/Routers ,...in the ServiceDesk ?
Merge Users
While merge users this Error appears in csv file (userMerge_603_failure_158253796.csv): "No rows found for the table ProjectRoles in this DataObject "
Hide Unassigned tickets from staff not in support Groups
Hi We are having a bit of frustration with unassigned tickets that are not in the same support groups from other people. We only want to show unassigned tickets to those staff in the support groups that the ticket is in. We use business logic to send tickets to various support groups, but everyone can see them until they are picked up. Is this possible?
[ SDF-28651] Survey Notification
Survey Notification to Tech, when a requester fill the Survey
How to take away Category and subcatergory
Hi When a user logs into the portal and selects new incident. I need a way to remove catergory and subcatergory so the user can see them. I still want to use them on each incident but just not put in the users control or vision. Dave
How to setup ServiceDesk Plus to be accessed via the Internet
Hey Our ManageEngine ServiceDesk Plus has been setup on our cloud server and our users can access it locally while at the office. We now want to set it up so our users can access it from outside of the office/home and we are not too sure how to set this up. Is there a manual or setup guide you guys can recommend on how to get this ball rolling. Regards. Nathan
Feature Request - VIP Technician
Hi, We have just implemented using the VIP User for our Executive but there are 2 which are Technicians in ServiceDesk which we would like to set them as VIP as well. Is this possible? Regards, James Rittmeyer Fraser Coast Regional Council
Self Service Portal Customization - New issue
Hi There Is there anyway to add a big button to this for new issue or have when you search the "How can we help you?" new issue be part of that. Dave
database Query to Update an special status with another status in request history
I defined a Wrong status in System and some of the requests are done by this status. now i have to update the requests' history with the correct status. Can anyone help me with that?
[DidYouKnow -6] Customize cell or background colours of the request list view for better signification
Hello folks, With ServiceDesk Plus v11, an option to customize the request list view with colours has been introduced. This allows us to identify the requests that need our prompt focus. Personally many of us have always liked the idea of using colour to convey contextual information for on-line text content. The crucial benefit of this feature would be the transfer speed for very simple information and the avoidance of needing to understand a local language. i.e. a red traffic light works better
Sort and Customize asset fields
Sort and Customize the order of display of asset information fields Default fields and new custom fields too.
REST API v3: Filtering assets from JSON input.
I am attempting to use the REST API v3 via Powershell to get a list of all assets in Service Desk. However, I would like to pre-filter this list, since we have well over 2,000 assets listed, most of which are not relevant to my needs. I would like to filter by a specific product name. Here is how I am currently fetching: [int]$index = "1" while (!$check) { $input = @" { "list_info": { "row_count": 100, "start_index": $index, "sort_field": "name", "sort_order":
task tab
Hello, i have many technician that complain it is annoying to reach task list. technician's work in team and the filter they use is a custom filter of all task for their groups all pending. so, to go that list they have to click on home, then in the dashboard widget on show all task or going in the menu and select all task in that menu. for all others there is one click but task. I'v also being ask to change the dashboard of my task to the filter they use in task list. is there a way i can achieve
Not able take the full backup after upgrade from 9414 to 10012- PGSQL- Service Desk pro Plus
Hello Team, Last month i have upgraded my application from 9414 to 10012 but after upgrade the build manual full backup and scheduled backup both are not working. please refer the snap attached herewith. help me what may be the resolution for the same, Thanks Regards, Subrata
Incorrect Survey Results - 80% is the new 100%
Hi guys, bit of a strange one since we updated ManageEngine patches recently. We have 3 questions on our survey, I noticed that after updating, the order of the answers changed. It was initially: Strongly Disagree, Disagree, Neither Agree or Disagree, Agree, Strongly Agree. Then for some reason Strongly Agree and Niether Agree or disagree changed places (I cant recall if other fields swapped around before I changed it back. Now, when people put Strongly Agree as their reuslts, the Satisfaction
Reply templates/placeholders
HI, I was wondering if there was a way to have a placeholder for when we want to reply to a client. We don't want to use the automated response but if we could have a placeholder for when a ticket is resolved and we can change small details about the reponse that would be great Thanks
Email notification not worikng when created ticket
Hello, We have this problem. When a ticket is created, technicians or sequesters don't receive a mail notification for this. The only way it is working is when requester creates a ticket and they reply to it, then the requester who created the ticket receives a notifications only for the reply not for the created a ticket. When we stop/start the ServiceDesk service the mail notifications are starting to work again, but the mails who arrive are from past days and this stops working after about 10-20
Check Request Approval Stage Through Script
I am wondering if there is a way of checking the current approval stage of a request via a script.
Approval Settings
Hi, I'am sending approval to several people at once and i want request to be approved only if everyone from, lets say "approving committee" accepts. Now I'm receiving approval status as approved even if only 2 of 3 commitee members approve the request. Is there any posibility to make change to the system to make it recognize request as approved when all of committee members approve it? Regards, Michal
Report for Timespent per technicna, per type
Hoping someone has something out there! Can anyone provide me with a report that shows the Time spent Per Technician, pet type? I e, AgentName, Incident Request, Service Request, Problem, Change, Project, Total Agent1, 10:43 10:00 10:00 The date range would be for the previous month. Thanks Dan
Register Account by User in ServiceDesk
Do you have any ideas for the ability to register the user by himself in ServiceDesk? Like: Register or Create Account in Social networks.. Consider this scenario: IT provides a service to the customer, IT has a customer account. But the customer provides that service to the consumer, the consumer uses the service, but there is still no consumer account in the ServiceDesk ! to deal with his requests... Except for creating an account via email, Is it possible to complete a form and register in ServiceDesk?
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Renewing SSL certificate for Manageengine Service Desk plus
hi everyone, Please guide me or assist me in getting this right? Our SSL certificate has expired which prevents us from creating tickets through the rest http post calls. I have inherited the support of it, so unclear as to how the original setup was done. I have requested new certificates from the CA. (on which I received .crt, .pfx, p7b) Our Website alias has also changed. The certificates where requested for the new name. I have tried to follow the instructions as per ServiceDesk articles, but
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