Two issues with the Notification Templates system..
Issue #1 Technician Notification – “Alert(or Notify) technician by e-mail when there is a new reply from the requester” The above notification template appears to also apply to technicians as well as requesters. When a ServiceDesk Technician replies to an e-mail from another Technician regarding a Service Ticket with the ServiceDesk e-mail in the TO: field The Notification Template assumes that messages being sent between two technicians are instead being sent from the Requester who originally submitted
On behalf of
I have ran the query on the database to enable to the option to allow a user to submit a ticket on behalf of another user. However, I do not see anywhere in service desk plus where it has been enabled.
Notification: Task comment creation (Project)
Under Task notifications we'd like to be able to provide who created the comment in the Task. This is especially useful when multiple people are working on a Project task and collaborating through comments. There is a 'created by' option but this is for the creator of the Task and not necessarily the person who has commented.
file attachment
hi. I did update to the latest version. when I try to add a file to a custom configuration item, it seems that the upload of the file goes well. But when I try to open the file afterwards I get a file not found error. And when I try to delete the file attachment on the configuration item, I am not allowed to do so. Please advice. Thanks. Best regards Thomas
issues with 9409 yet?
So far I've had some type of issue with every build of 9.4, some fairly major that we missed during testing. Is anyone using testing 9409 and come across any issues yet?
Every site with his own default incident template
Hi, I'm using SDP 9409 and I configured 2 sites and 2 templates. I need that every site have his own default template: Site1 -> Default template: Template1 Site2 -> Default template: Template2 Is it possible to do? If not, it should be a very usefull feature! Best regards, S.
Issue with Mail Fetching stopping
There were two cases since we upgraded to 9404 where mail fetching has stopped for some reason. It seems to happen after the application sits over night - we come back in in the morning and there are no emails being pulled. It's hard to tell in the logs when this happens since the logs are normally overwritten themselves by the time we get in, and none of the logs are referencing mail fetching like they normally do when fetching is running.
Upgraded to 9409
HI, I upgraded to 9409 and now technicians cannot see the support group they are members off. Only All My groups. Any advise?
Technican schedule
When a technician is marked out of the office using the scheduler. Is it possible that any replies to the service desk tickets are assigned to the backup technician? If not when is the feature likely to be released? Thanks
self sign in problem
hi, we use service desk plus : 9.4 Build 9407. i checked boxes "Enable Active Directory Authentication" and "Enable "Pass-through" Authentication [Single Sign-On] - Troubleshoot" but it does not work. can anyone help me to solved this problem ? domain name dns server ip bind string and computer account is correct. when click on save button its write "SSO Settings saved successfully" but not working self sign in.
Problem with the email setup
Hello, I am testing ServiceDesk Plus, I have a problem with the email setup: Error: Email Settings saved successfully. Could not find valid certification path to the requested destination, therefore please set up to implement Trusted Security Certificate/Self Signed Please your help with error message, Thanks Erick Gamboa
Request Closing Rules for Service Request
Does the Request Closing Rules apply to both Incident and Service Request? I have one Service Request template field (ex. Recommendation) that needs to be filled in by the technician before closing the request. I tried placing the Recommendation field in both Incident and Service Request templates, and the field was also ticked in the Mandatory fields for Closing Requests setup but so far it only works for the Incident Request while the Service Request proceeds to close even if it is blank. We currently
Report on servers and installed software
Using build 9220 and MSSQL Looking for a query to return server names and installed software on that server. If possible I'd like Server Software InstalledDate InstalledBy The last 2 columns are only if the data is available. If not, the 1st 2 columns would get me going. Thanks
Active Directory authentication on a Linux machine
Dear all, Just noted that I cannot enable Active Directory authentication for Service Desk installed on a Linux machine. How can I go about enabling this authentication? Will appreciate any insights on this. Check attached snapshot. Regards, Davis Onsakia
create request from task
Hello It turns out that we often have the case that a task associated is so important or complex that we want to make a request from it. Would it make sense to add in the task windows an action button to create a new request from the task and to close directly the same task? The newly created task should have the same title & description then the task it should be assigned to the same group / technician the due date of the request should be the Scheduled End TimeWhat do you think? Best regards, Marc
Passthrough authentication not working with a server alias
I've recently enabled passthrough authentication on our SDP instance (9.3 build 9300) and whilst passthrough authentication works fine when I browse direct to the server name, when we use the DNS alias for the server (a *much* friendlier and easier to use name) I either get a pop-up asking for my username and password or get redirected to the logon page. Is there somewhere in the configuration that I can specify a URL alias so that passthrough authentication will work using this URL?
Requiring attachments
Is there a script that can be executed to make the attachment button required/mandated? Thank you!
How to add a widget to show requesters assigned assets
In SDP how can I show the assets that are assigned to individuals in the self-service portal? Ideally, I would like to expand on this. I would like to show all the requesters assets in one widget and if they are a department head or contain some other permission then they can see all asset that is assigned to there Department or site etc
Custom Trigger executing only once and workaround
I’ve installed on my laptop with Windows 10 PRO v1709 build 16299.371 the latest ServiceDeskPlus v9.4 build 9406, without any parametrization. On this scenario I want to run a script for every request created and for every state change on all requests. For this trigger, there is a single & simple BAT script copying the received JSON file to another directory (C:\ProgramData\TICKETS) and writting a log entry on C:\ProgramData\LOGS. @ECHO OFF SETLOCAL ENABLEEXTENSIONS :: script global variables SET
Service Desk v9.3 Duplicate Requests being created
We have very recently been having an issue that when one of the Technicians are copied on an email that becomes a request in the system, a duplicate request is created. The same doesn't happen when a user is copied on the email. I have removed all of the notifications and business rules but it is still happening. Has anyone else had this problem?
Automatic task reminders
Hello, Is there way to have tasks automatically set a reminder for who the task is assigned to? I would like to create an indecent that assigns multiple tasks to multiple people and have those people get reminders after a certain amount of time. Cheers, Zack
Customer trigger to share request when created by a specific department
Hi, We would like to have all requests created by a specific department to be shared with another requester. It looks like the only way to do this is using a script with a custom trigger that will be executed when a specific department creates a request. Does anyone have a current or similar script that performs that action, or is there an easier way to accomplish this task? Thanks for your consideration
How can I link two changes?
Hi, My Business change(RFC) is divided into some technical changes. How can i link them, when i want to create technical RFCs? Regards Hamid
Default search for assets
Hi, When in the assets module, is it possible to change the default search option to always be se as "Workstation"? Our technicians mostly use the assets module to manage workstations and it would be handy not to have to change the search option every time. Regards, Alexander Nordin Region Halland
Manage Engine Service Desk Plus Zoho Reports Integration - Sync Failing
We have an on-prem installation of Service Desk Plus, however the Zoho reports integration has stopped syncing. The status says failed and it will not allow us to edit any of the details or run a resync. Attached is the support file created from the service desk.
REST API Documentation broken for CMDB operations
Hi, ServiceDesk Plus 9.4 build 9408, with PostgreSQL 9.2.4 REST API Documentation for some CMDB operations: "Add CI", "Get CI Details using criteria", and "Update CI" can't be tried. When you press the "Try now" button the response body is always like this: Regards, Pedro
How can we add port 8080 to Survey Link?
Hi Team, When we insert $SurveyLink to Insert Link, it pops -up this link https://servicedesk.homecredit.vn/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b and user can not read that link, it appears 404 not found page. So we would like to have 8080 port and delete s character at http on the link such as: http://servicedesk.homecredit.vn:8080/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b whereas our customer can see survey. Could you please advise
Servicedesk hangs at "Application layer started..."
I am trying to install ServiceDesk Plus 8.2 on Windows Server 2008 R2 together with SQL Server 2008 R2, but when start the ServiceDesk server it hangs at "Application layer started..........................." I have tried to reinstall the ServiceDesk, but it's still hanging. What can I do? Can anybody help me? Could not find C:\ManageEngine\ServiceDesk\bin\jndi.properties
Audit Trail Report
Dear all, Is it possible for me to get an audit trail report from the Service Desk system? Of who has done what at what time and such details? Will appreciate any insights to this. Regards, Davis
startup error
Root Element Missing at System.Xml.XmlTextReaderImpl.Throw(Exception e) at System.Xml.XmlTextReaderImpl.ParseDocumentContent() at System.Xml.XmlTextReaderImpl.Read() at System.Xml.XmlTextReader.Read() at System.Xml.XmlReader.MoveToContent() at System.Xml.XmlReader.ReadStartElement(String name) at MySQL.Utility.Classes.CustomSettingsProvider.GetPropertyValues(SettingsContext context, SettingsPropertyCollection collection) at System.Configuration.SettingsBase.GetPropertiesFromProvider(SettingsProvider
ServiceDesk Plus 9409 Released
Dear Users, SDP 9409 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9409 SD-71092 : An inappropriate message is displayed when a technician (with permission to view the group requests) reassigns a request to a different group. SD-70972 : In some scenarios, a few business rules and custom triggers couldn't be accessed or executed. Also, the dashboard isn't loaded for some technicians. SD-70978 : Non-login
Repeating Subject/Title when replying to Users Reply in Requests
Hello, Could someone point me in the right direction to fix this? Here is what is going on: 1. User A Sends email ticket to Helpdesk@domain.com. A ticket is created with the RequestId of 92831 2. Technician A Replies to the ticket. The subject line in the Compose Reply Message looks like this in his response: RE: [Ticket Number :##92831##] : Test 3. User A gets the email and replies back. 4. Technician A Replies to the Users reply. The subject line in the Compose Reply now looks like this for the
API for Logged in Users
Is there an API call that I can use to get the amount of current logged in users Techs + Requestors?
Custom Trigger for Change
Hi, I'm looking for a possible solution to be able to send an alert reminder email to a Change Owner if their change has been open for 30 days, 40 day, 50 days, etc. The reminder trigger idea is to ensure that the Change is not left open by accident and is completed by the owner. Is there any solutions for this currently available? Thank you, Darren
API - Json query regarding Resource
How do you right the below in XML body in Json <resources> <resource> <title>System Requirements</title> <parameter> <name>Choose the desktop model</name> <value>Dell</value> </parameter> <parameter> <name>Choose the devices required</name> <value>iPhone</value> <value>Blackberry</value> </parameter> </resource> </resources>
Question/Advice Sought Regarding Customer Facing Dashboards
I would like to be able to provide a dynamic dashboard to my requesters that displays all open incidents. This would allow anyone who is a requester to access it and see all issues that are being addressed at moment. Has anyone done such a thing in this product and does anyone have any advice on how to accomplish this?
Problema con los campos obligatorios
Buenas Tardes Una vez mas necesito su ayuda. Como saben las plantillas de incidencia traen el campo 'Sitio' como predeterminado. Nosotros por nuestra organizacion tenemos una regla de campo y formulario creada en cada una de nuestras plantilla poniendo al campo 'Sitio' como obligatorio de forma tal q la incidencia no se pueda llenar mientras que ese campo no este lleno. Esta regla funciono perfectamente hasta hace unos dias. La volvi a configurar pero no se aplica a la hora de enviar los fomularios
Self Service Portal: Add File location
Where is this file located when we upload it to the Requester's view? We uploaded a custom css file and it worked, a few minutes later it displayed a 404 error on the portal. We had to republish the file to make it re-appear. We're trying to ensure this doesn't happen in our Production instance and best way to resolve it:
Remove Archived Calls
Good morning, I am looking for a way to remove calls that are Archived from a certain date, ie for example calls that are archived that are over 6 months olds. The database we are using is postgress. Kind regards Jayesh
License Expired
Hi our license expired and I can not open the app. How can I renew our license?
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