IT analytics in 90 seconds: Complying with project targets
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Need to stop getting emails about every ticket opened
My role has changed and I no longer need to receive emails for every ticket opened in the system. I can't seem to find where the setting is to make it stop. Thank you
How to send email to another person when new ticket is created
Hi, How can we send an email to another person when new ticket is created? Is there a way to do it without using a python script?
Images not displaying in ticket body
Having an issue where screenshots are not showing up in the body of the ticket. Attachments are coming through properly. Already tried the reset in the General Settings.
desktop central service desk agents
Hi, We currently have the desktop central agent on all PC's in our domain. We are beginning to utilize service desk plus and have integrated the two. We are noticing that the asset explorer provides a much more in depth scan on device assets etc compared to DC. We do not want to have to install another agent for assestexplorer to every PC. Is there any way we can integrate the DC agent and the SDP agent into one? So when DC scans scans and relays scanned info back to SDP, it at the same time uses
SA Account SQL DB Connexion
Hi there, We are currently using ServiceDesk Plus Version 11.0 Build 11006 and we wanted to enable read committed snapshot isolation. We just wanted to connect on our SQL DB which is located on the same server as our instance of Servicedesk but unfortunately, we were not able to find the password for the "sa" account. I know that, in the oldest version of service desk, we could find the password in the conf. file but I think that now it's crypted. My question is : where can I find back the password
Images not showing in requests by email
When we receive requests by email and a user pastes a screenshot in the message body the images are not coming through to SDP. Instead, they show up as: [cid:17ac303f-0740-451b-91fd-905b3e4d9c46] or some other random number. It is also not showing images in the requester's signature which leads me to believe HTML is not working. I have tested with several different email accounts and browsers. We use Office 365 for our email. Please advise on how we can fix this.
[SOLVED] Wrong Image Path
Hello, i have update servicedesk plus from version 10508 to 11000 but i can't find image in the solutions. The path in old solutions has changed in this link https://gm1.ggpht.com/gUW7Vpw-N5BjYRDpioRMY-IaMLFa_-ewxiVvwJIUFH937xphTwWJVvlENU22LALDUQOl6CNt1kwxJAnSJw67tYX0NKlntrChbd7fWUlw2g97nbYh_TmKVWVH4m7cddvwlDPeJlp5jXrY-wPMFiSzo5uCXBUhc-0OQbip1C6autoPm0g3JqlIti5YEQ1ECJ-x92-A2UnRn3rKs-2xqAZ36iH3p1ah3-yAyoVPkuFcUTMi87CVUiJ50K6bhhkNJcRuaXwoORNDmpQTXlAuukP-9wkhiOZzqA7e_jl4eQJnH39rMsbj2HS1IX-lZ2cSOb_UGidvqY8XvLj760JkzlzO3Bcuc94Tj02a1g57rabzTzPPffaVpX6nrN0YZeH8XI7vKq2ZlVZB1OaLQhZYXK-JyGcnFDIE8VEKNcwCQjn28Tt_CYgBBl11uSmbOxe-ujxVtIqk-Eas1iKV7NgN_7fTLDfywc8FOSregsO5Rkj3YY_3QNbWLegqHa0VMJscjs1DMUHKOFjmdB_LwRJwc9yXuSLdSSHOUc7ZSBHMvjyKNAk6FXH75klooCITbeCli4-2jipBFgDEawWklCu41Li4hBW-B_Kfq_7Kr7oq7IVqg67eDsrFgWSQLqaITF3DMF1YMtCiV4V9i7rVorVJYvkPGXFwmVePSowqRU6WxKfYCPd8-fmR92f0YpN1J9Tqce7cetvSXJ4k4wSwHsTntYBxQumGbwTHJdS0gdn9QPfUy5f1E76KJv9_JeUZIrBOcw=s0-l75-ft-l75-ft
Kill this Message !!! RCSI
Just upgraded now my users are all seeing this message: "Enable RSCI for the Database..." Blue banner across top of page. How do I disable this message? I do not want to enable this on my DB.
Self signed Certificate Error
am facing the error attached when i try to enable email fetching on my licensed Service desk plus , please help? "could not find a valid certification path to request target , so kindly configure to apply trusted\self signed Certificate "
Update and License Problem with free standard license
Hello, at first, the Servicedeskplus Support told us to get a solution for our problem in this community forum, because they would not help us without an AMS. We have a free license for 30 technicans, because we use the software for a long time as loyal customer. Because of this, we must/can renew our free license every year for free. Now, we can not upgrade to Version newer then 10 because the update procedure request an AMS-File. We have no AMS-File, because we have a free license without support.
Admin option to restart application
Hi, The admin of the SDP instance does not always have access to the server that it's installed on to perform application / service restarts. There are actions that require a restart to take effect like configuring new plugins or applying translation changes etc. Can there be an option in the admin panel that allows an admin to restart the application? With appropriate, this will make the application unavailable for x minutes warnings. Cheers, Dave
[DidYouKnow-24] Add images and description to service template resources
With build 11100, we released an enhancement to add images to all available resources in the Service Template. Service catalog shopping model that provides an appealing visual experience to the users. This enhancement enables administrators to add multiple images and a description to the resources in the service template. Here are a few screenshots that provide better insights, From the self-service portal, users can go through the images and descriptions
Screenshots not visible in request emails
Hi there, We're using the latest version of SDP standard edition. We have an incoming mail address for support requests. Our users often send requests with screenshots pasted into their emails. The issue is that these do not show up in the request view on SDP at all. If they attach it as a file, the attachment shows up, but inline pasted images do not show up. Any ideas?
Number of Attachments
HI, is there a limited number of attachments allowed in a request?
Requests by Ticket Age with Bar Graph
Hello, I'm looking for a postgres report similar to the one linked here, but with a stacked bar graph. We're looking for the following: y-axis: Ticket Count x-axis: Less than 7 Days, 7-30 Days, 30+ Days In the report itself, we'd like them divided by age as section, then each technicians tickets within that particular age range. In other words, each technician would would have their own section listing tickets for each age. Is this possible?
ManageEngine service error 4294967295
Hi. We are running Service Desk Plus Free version 11101 with PostgreSQL database. After update to v11100 service has begun to stop randomly with error 4294967295 in windows event viewer. We try to trace startup procedure by executing run.bat and saw that WebService startup takes 5-10 minutes.
Automated response
Hi, I was wondering if there was a way to have a different automated response be sent out depending on what type of priority the support ticket is, or what client is emailing. Currently I can only see one place to edit a single response. Thanks, Jareth
Web DB Visualizer
I'm trying to learn Queries and I'm using the Web DB Visualizer in ServiceDesk+. How do you collapse it when searching through it though? I can expand fields no problem, but if I don't see anything that relates to what I'm looking for I'd like to collapse it so I don't see it. The only way I can is by closing the window and just starting over from the start.
How to create custom request template with checkboxes?
I want to create a custrom request template with additional field which have to be checkboxes, how to create those? My version of ManageEngine ServiceDesk Plus: 8.1.0 Build 8121
Service Catalog Shortcut or Link to Templates in other Service Categories
For the record, we are not on the latest version. We are on 10.5.x, so if this is already a feature, it would just give me another reason to move this along. The CHALLENGE: We make extensive use of the Service Catalog and within that we have several platforms (which we distinguish as Services and as Service Categories) that share underlying services. For example, we have an integrated CRM, ERP, EMR, portals, etc. Not all users use all the platforms and, depending on the platform, they may have different
Mail Notification Templates
Im trying to customize with some html style commands (like box-shadow and position:relative;) and after save the code… some code desapear. What can I do to customize all my template with CSS styles?
[SDF-84657] Reply Template
Hi! I need to add a specific bottom text with variables to all new reply templates created by technicians. All letters sended by SDP should be in one pattern. Technicians should edit only reply text, but not all template. Is there possible? If not, how to disable this ability for technicians? p.s. where is html editor for reply template at least for sdadmin?
TLS 1.2
Hi all, How can I enable TLS 1.2 for Email sending and receiving?
Updates - Can I do them all at once?
HI, Updating service desk from version 10002 to 11007 this weekend. I need to install four update files to get to that version. After I stop the service to update - Can Install all four of them at once? Or do I need to restart the service between the updates?
Variables not referenced in task mentions
Currently running SD+ 11.0 Build 11005 When I mention (@technician) in a task the email the technician receives doesn't properly resolve variable references. Below is a copy and paste of what is received by the technician in the @mention - note that the variables do no resolve to their values but are sent only as text and hyperlinks go to the actual text (e.g. www.$associatedlink.com and www.$tasklink.com) . This defeats any usefulness of the notification as the mentioned technician does not know
[SDF-22422] Scheduled Reports - Admin Control
Hi there, As admin, I don't seem to have the ability to amend schedules for reports that have been created by another user. It's odd not to have the ability to change this as admin. If that user leaves the business the schedule will continue to exist and not be editable for me. Is there any way around this? Thanks, Dave
[Community Digest] ServiceDesk Plus - January 2020
Happy New Year!! We hope you all had a great start in 2020! We welcome you all to the ServiceDesk Plus monthly digest for January! Here is a quick recap on a few KB Articles, Announcements, Blogs, Popular forum posts and much more... Version and Build releases: New version 11100 (Released on 20th January 2020) for more details click on the link given below. https://pitstop.manageengine.com/portal/community/topic/servicedesk-plus-11100-released New builds, 11010 and 11101 (Released on
Create report and give access to specific users to it
I need to give access to specific users for some reports. Our build is 11010
Approval Reminders in Change Management Module
Is there anyway to add an approval reminder for any of the Stages in Change Management? I have a Role setup that will receive the approval notification on Stage 2 once Planning has been completed but if they don't respond to it the Change will sit in that state. Is there anyway to custom script or configure a daily reminder when it doesn't get approved or rejected?
Manage Engine migration
How to migrate the Manage Engine Service desk 9.4 one server to another server ( Old ME server is running on 2008 R2 ) Now need to migrate the Server OS is windows 2012 R2 we need old data's also new server please suggest how to completed the actvity
Query to show all tasks under a Problem
I need assistance to link tasks to a problem. I have the following query so far select taskdetails.taskid'TaskID', TaskDetailsOwner.FIRST_NAME 'Task Owner', Problem.Title 'Problem Title', TaskDetails.TITLE'Task Title', TaskDescription.description 'Task Description',StatusDefinition.STATUSNAME 'Task Status', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledstarttime /1000),'1970-01-01 00:00:00') 'schedule start time', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (scheduledendtime /1000),'1970-01-01
Is it possible to get a Standard instance if we're using an Enterprise instance?
We're using SDP 11010. We have two Enterprise instances set up (IT and another one). We have a department who wants to have their own instance for tracking things. It's two people and they have no need for tracking assets. So a Standard version/instance is preferred. According to your pricing, this instance should be free, but I can't figure out how to make this work. Is it not possible to have a Standard instance when we're using an Enterprise instance? Thanks.
Acknowledge requester at a request pick up
Hi there, I'm wondering if there is a way to automatically aknowledge the Requester when a Technician picks up a request. In "Admin -> Notifications Rules" there is nothing but "Notify requester when a request is assigned to a technician.", which is not what I'm looking for. I didn't found anything about it in this forum.. Thanks in advance
Reports
Hi, We have clients that are using the requester portal and they are asking if they are able to access reports that we have. I was wondering if there was a way to have a reports tab show or an easy way for client to review reports other than me emailing/scheduling report to be sent? Thanks, Jareth
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
SLA violated for certain group
Hi, I have the following query which shoes the sla's violated for all groups but im looking to group on service desk is this possible. Thanks Postgres Version : 9.2 Build 923 SELECT sdo.NAME "Site", count(wo.WORKORDERID) "Total", count(case when wos.ISOVERDUE='1' then 1 else null end) "Sla violated", count(case when wos.ISOVERDUE='0' then 1 else null end) "Sla not violated", case when count(wo.workorderid) > 0 then count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) *100 / count(wo.workorderid)
manageengine servicedesk plus 11 upgrade
Hi All, Would like to if anyone has upgraded SD Plus to version 11, I am bit confused about the EMS concept and API changes Is EMS a different feature or is it an upgrade? Currently I am using a licensed SD Plus standard version 10510, so what happens if I upgrade it to 11 thanks in advance
Export CMDB
Hello, how i can export CMDB information, from a custom categorie ? I want't to do that to facilate the visibilty on the cmdb to reorganise it. Regards, Olivier
ERRORCODE: 1008 Data inconsistency in Application tables
Trying to upgrade from 10.0 Build 10017 to the next version before it can be upgraded to 11.1, I get the following error.
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