[SDF-40873] Dynamic group validating a custom field in AssetExplorer
Hello Support. We have AssetExplorer v6502 installed on Windows Server 2012 R2 with MSSQL. We have a custom field for assets called "MARCAS". We want to create dynamic groups of assets so that the assets are grouped based on the custom field "MARCAS". Is this configuration possible in the Asset Explorer console? Or is there a possibility that within the dynamic group criteria the name of the asset can be validated? That is, when the name of the asset begins with, contains or ends with. Regards. Rafael
Drag-N-Drop?
Hi, now and then we need to attach files and copy of emails from Outlook in our case and it would be nice if it would be possible to do this with drag-n-drop into ServiceDesk. Any chance this will work anytime soon?
Create/Update Contract from Ticket
Is there a script available to export request fields into a new or existing contract? We'd like to use the Contracts module for a business process but it currently is a manual process to add contract details. We'd like to use existing contract form fields and auto export the field data to a new contract or to an existing one.
Is ManageEngine violating GDPR by asking support logs containing personal data?
The current state of support logs contains first name, last name, and email address of the people within the organization using SDP system.
Forward EMail with Attachment Upon Ticket Submission
Hello I have a requirement for when a certain ticket is submitted with an attachment an email is sent to a number of recipients and include the attachment I have looked and this topic covers part of the request but not the inclusion of the attachment https://forums.manageengine.com/topic/sms-email-for-requestors-the-business Any help greatly appreciated. Rhys
[ForYourInformation -8]:New enhancement in ticket attachment feature
The limitation with ticket attachment in old versions Previewing and printing attached files in a ticket was impossible. Attachment drag & drop feature was unavailable. You cannot directly attach files in ticket description, you can attach files only by [Actions -> Add Attachments] In the newer build 10000, we have taken the above listed limitations in ServiceDesk as features. The key feature will be previewing attachments, it is a great way to save yourself time and effort. The nice thing about
Setting up BulkSMS
I'm trying to configure ServiceDesk Plus to use BulkSMS, but am receiving the message (see attached also): "We're sorry to inform you that there is a problem with your internet connection....." ServiceDesk Plus is working fine and we have no issues with the internet, any ideas?
Change Request stage: customizing /adding text to the impact tab under planning - analysis
Hi When raising a change request it has al the six stages. Un the planning tab there is an Analysis section which lists impact, Rollout plan, Backout plan, check list etc. Is it possible to rename the name IMPACT and/or add extra information as an example for impact: .
Business Rule - Change the Request status to Resolved from email body content
Hello, I need to be able to set a business rule where, when an email reply to a request comes in from a specific vendor of ours, and the body contains $$Resolved$$, that it changes the status of the requests to Resolved. I have a rule setup now where (To) is our vendors specific email address, AND Description contains $$Resolved$$. However it does not seem to work. I also tried where $$Resolved$$ was in the Subject but that didnt work either. Is Subject and Description looking at the email or
Approval on Service Request from Requester Profile
I am building a couple new forms that will require approval on them. I've read on the ServiceDesk Plus Admin guide that Technicians AND Requesters can be approvers. I have a test account that I use. I set it as a requester and then checked "Service Request Approval" on its requester profile page. However when I log into ServiceDesk with it there is no section with pending approvals. If I switch the account over to technician, then I can see the pending approvals section. What is the process for
Worklog Display
Dear Team, We have recently upgraded service desk from 9305 to 9326. Earlier when we entered a list of items in the worklog it was displayed as a list, however, after the upgrade it seems to be converting lists to paragraphs. This makes it harder to read.
Work Log First Response
Is there a way to automate the check box for "Consider worklog addition as first response" to be checked by default when the initial Work Log entry is added?
Timeout in agent communication.
Hi All, we encountered error in agent communication, we already telnet from server to client and it is success. below is the log on agent client side : [02/01/18][16:28:59][AEAgent.cpp][159][INFO][2404] ::Get Connection from : x.x.x.x [02/01/18][16:28:59][AEAgent.cpp][160][INFO][2404] ::Port for send data is 2541 [02/01/18][16:28:59][SSLSocket.cpp][170][INFO][2404] ::Error after SSL_read : 0 [02/01/18][16:28:59][AEAgent.cpp][1086][INFO][2404] ::*********start to send data to the server.. (/AgentTaskDetails?WSNAME=fad02b00.avivaid.local&AUTH_TOKEN=cc85c19df76da8553d73495975f6f9d8c6977e67&AGENTID=FAD02B00_1516881255934&TASK=NEWSCAN)
Data Truncated error during Migration to MSSQL from MYSQL
Hello we are migrating from MYSQL to MSSQL and when trying to restore the database to MSSQL we are getting the following error Restoring process started.Deleting previous .sql files if any Is Partial Restore Eligible : true Is Partial Restore : true Partial Restore Initiated. Deleting failure table... Error Tables : wordmap,wordoccurrences AuditRecord OperationAuditRecord AuditOperProperty AuditResultProperty AuditResourceProp AaaAccSession AaaAccSessionProp AaaAccHttpSession AaaAccSessionAudit RecentItems
unable to start service desk
originally i had an issue where the import from active directory was not working. I found on the support site to edit file general-securityaccess and add null to the line after restarting the service desk it no longer worked. I put the file back to original settings and same issue i then thought by upgrading to the latest version might resolve the issue but i still have the same issue please could someone help? i have tried all the support ideas i can find on here and its not working. i have tried
[SOLVED] Update Failed - Service Pack Already Installed
I had an issue installing the v10 SP1 update. IT essentially killed my installation, I have rolled back and recovered my data, I am now trying to install the udate again and I am now getting the error "Service Pack is already installed" I am currently running 10021.
Hide Groups
Dears , How i can Hide specific Groups from a certain Template? thank you
Disallow Technician to Resolve Request Opened by himself
Dears , How We can Disallow The technician to resolve request He Open it , Your Help is highly appreciated. thank You
Inconsistent Table Design in SDP
Do you guys have plans on making a consistent UI for tables in SDP? It looks like there is no standard look and feel for all tables. Here are a sample set of screenshots from different modules and their table design: REQUEST MODULE: PROBLEM MODULE: PROJECT MODULE:
ServiceDesk Plus 10511 Released
Dear Users, SDP 10511 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-65927 : ServiceDesk Plus now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.
Installing Manage Engine Service Desk in LAN
I have downloaded and installed Manage Engine service Desk plus in my computer. I want it to be accessible by all computers in domain. When I Configure an alias URL which will be exposed to the external world. it works in my Computer but It does not work in another computer within the same network. How should I go about it I want to integrate it with our intranet website. Here is the link: http://King-PC:8080
Remove Quick Actions
Hello, Any ideas on if it's possible to remove the quick actions menu, ideally for a requester - as the only option they have access to is their archived requests - but I know none of us use this menu so if the only option is to remove it entirely that's also fine. I doubt there's a tick box hidden anywhere but I assume (not knowing any CSS, webdev etc.) that this could somehow be removed? Though a tick box so it's removed in a 'correct' manner would be nice! Regards, Connor Taylor
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
[SDF - 81675] Incident Resource Questions
Hi again, I've seen this is a 'high demand' feature request from 8 years ago (SDF-36411)... It might be on the roadmap... It's unclear: (https://help.servicedeskplus.com/roadmap.html) Service Templates Map resources across templates. Configure a separate list view resource questions with Add/Edit/Delete options. In my incident templates I'm asking specific questions that are only useful for that type of issue. For example: 'Expected Commission' and 'Actual Commission' are both pieces of information
Report on time spent on worklogs across requests, problems, projects, changes
Hi, I want to create two matrix reports showing me how my team spend their time (the worklogs they create). First I would like to see the time categorized by "Category", no matter if it was a request, problem, change or project (I know projects doesn't have categories, which they should, but let's leave it blank in that case). Then I would like another report where the time is categorized by Problems, Changes, Incident requests, Service requests, and Projects. I would like the reports to only include
[SOLVED] Unable to assign backup technicians
Hello, Since updating to the latest build (10511) I am unable to assign backup technicians for periods of leave. The 'Save' operation (1) always gives the error "Failed to save the values" (2): Anybody else on this version having similar issues? Thanks, Martyn
FR: Disable New Requests or disable requesters.
There are times during the year we need to be able to fully close the helpdesk for different reasons. I would really like to be able to somehow disable new requests from being created or disable requesters from logging in. I would still need technicians to be able to login and utilize tasks etc... Thanks, Kevin
Update Service Desk to 10511 stuck at Applying DB Level Changes
Host details: Windows Server 2008 R2 SP1 up to date SQL Express 10.50.4000.0 Updating from 10508 I did the process as always and get stucked here I dont see any relevant activity on the system Any ideas?
Script for periodic notification to Requester
Hi, 1. I have a requirement to write a Script for, forwarding periodic-Automatic notification to requester, for a specific Type of incidents (Say P1 for example). 2. Notification to be forwarded in following scenarios: (a) At a specified time interval (b) Notification to be forwarded at every status change of the ticket. Can anyone pl help with the script meeting the requirement. Regards Karthikeyan
[DidYouKnow -5] Deleted requests can be restored
Hello folks, I'm back with a tip that would be a salvage to the users who are not aware of request trash feature. Imagine you had deleted a request but later realized that you needed to work on it. Do not worry, requests are not deleted irreversibly. They get to trash first and you can delete requests completely or recover them there. How does it work: From request list view, click on the custom views drop down to find the trash where all the deleted requests can be found. Deleted requests can simply
User management - Requests deleted by technicians
This report is to get the list of deleted requests in the application. This data can be retrieved from the system log viewer and request trash. System Log Viewer: SELECT err.message "System log message", err.errormodule "Module", err.suberrormodule "Sub Module", err.action "Action", err.type "Type", au.first_name "Performed by", longtodate(err.occurredtime) "Time of occurrence" FROM errorlog err LEFT JOIN aaauser au ON err.ownerid=au.user_id WHERE err.action
ServiceDesk Plus Professional - Custom categories are not included in reports and widgets
We recently expanded the list of categories to better represent the work we perform. The new categories and subcategories are not available in the reports wizard, only the original default categories are. What must be done to make the new active categories available to the reports wizard? Your Version: 10.5 Build 10511 Latest Version: 10.5 Build 10511 License Type: Registered Version Product Edition: Professional
Total Category & Sub category Excel report or Grid view output from application
Hello Support Team, Is there any way can we export the all categories and sub categories created in ME through power shell or sql Query to a csv or grid view output. We are using service desk plus 10012. please help me, Thanks Subrata Pradhan Mob- 9874562570
Request Print Preview Options
Is there a way to have all the print preview options appear unchecked? Instead of all checked off?
Reply to specific Notes/Conversations
We have some suggestions to improve tech/tech conversations with in a ticket: the ability to reply to a particular note or email conversation and begin a new thread the ability to collapse or expand all notes or email conversations ability to notify others with a note (use the same function as 'notify when a ticket is added' box/fields) embed pictures in a note attach a file within a note
Update Departments
Before setting departments for my requesters, they added requests. I then changed all the users in bulk (selected all Requesters and used "Assign to Department" under the Actions menu) to add them to departments. Their requests did not update. Is there a way to change these requests without editing each one, changing the requester once and then changing it back?
API search for requests after certain date/time
Hi all, I'm currently trying to get requests from SDP using the API so I can import them into another system. To do this I want to search for the latest requests. I tried multiple things, but all I can currently get is the last 100 items. However, what I would like to have is the requests that were added in the last 5 minutes. Can you please help me in finding out what I'm doing wrong? The current code that does work (python), but without searching for the last 5 minutes: import requests inputdata
[SOLVED] Email Commands - Additional Fields
Quick bit of context: Trying to save some time modifying the ticket after a specific SQL job is completed. Got so far in that after the job is run, it'll send an email and the form will fill out the Category, Impact etc. However when trying to modifying some additional fields, nothing. Snippet; @@GROUP=Application Support@@ @@CLIENTS=Hood Group@@ @@TICKET OWNER=App Support@@ So in this case, the group changes fine but Clients and Ticket Owner remain at the default option. Both are common fields,
Template usage report - PostgreSQL report
Hi, With regards this thread https://pitstop.manageengine.com/portal/community/topic/report-on-template-usage Would you be able to provide the same query for PostgreSQL please? @Database Name = PostgreSQL@ @Database Version = 10.5@ @Current Build = 10504@ @32 / 64 bit installation = 64@ Thanks, Stewart
[SDF-45480] How to manage Change Request View
Hi We are using Service desk plus and would like to know whether you can manage the views under the change request menu just like you can in the Requests menu. Request menu you have option to manage views and customize views. Change View menu you do not have this option: thankyou
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