SDP update from 9.1 9121 to 9.2 9200
I update SDP version as in subject and system looks to be working fine after several tests of functionality. In log file I notice a huge amount of entry like (also in attachement): First: [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: [JBOSS] SecurityAssociationValve: default, runAs: null| [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: 64476548 [http-bio-0.0.0.0-8080-exec-312] INFO org.jboss.web.tomcat.security.SecurityAssociationValve - default, runAs: null Second: [10:32:35:020]|[11-27-2017]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[869]|:
Request creation through email not working
Hello, I tried to enable "Request creation through email" but it's not working. First I checked the box for "Disable new request creation through email" and specified the allowed emails and domains. I saved, stopped and restarted the email fetching. It didn't works. Second step: I unchecked the box. Same result. In both cases, the error is: "Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email..." I checked if the above modification are made in "IncomingMailServer"
Assign an Incident Template to Multiple requests
Hi, is it possible to assign an incident template to multiple requests without having to into each request and select it?
API and Response DueBy Time on Service Request
I have a business case where the customer does not want to enforce a Resolution time but does want to enforce Response time on a Request/Service Catalog template. The SLAs do not seem to allow you to only set a response violation without also having a resolution violation. In order to work around this I am attempting to set the "Response Dueby Time" from the API with a custom trigger on creation & edit but I am having some challenges. I have a powershell script that calculates the dueby date to set.
Update Biz Rules/Assignment when Technician Deleted
When a technician is deleted/demoted to a user, SDP should check if the user is included in any business rules or category assignments etc. and if they are, then you should be prompted to select a technician who should be used instead of the tech being deleted/demoted. Often when a tech has left the company they are simply removed from rules and assignments so they simply break and tickets are not assigned at all... TJ
Requests View For Technician
Is there a setup like is Requester user to view all their department requests for Technicians? I can only see All in group setup in roles when setting up technician users.
Reply not working
Hi, When trying to reply to a client from a web browser, the reply wont send, I click send but nothing happens, reply box just stays their. Email configuration is setup correctly as it sends emails out about tickets being logged, overdue reminder etc. Replying option works fine on ios app. I have tried IE & Chrome on both Win 10 and Sever 2012R2 Operating systems. Any ideas?
Tickets are not showing in the manage engine portal
Team, When we are sending mail to the service desk mail id,its not showing in the manage engine portal.Please help us to configure
Field and Form Value rule tab is not visible on Default Incident template
Hi Team, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory. I found link on community for this ---- https://pitstop.manageengine.com/portal/community/topic/prevent-to-uncheck-tasks-when-creating-a-request-from-a-request-catalog But when I am opening Incident Template --> Default Request, I am not able to see Field and Form rules tab. My Manage Engine SDP Version is 9.0 Build 9049. Could you please guide me. Thanks, Amol
Unable to see pickup option for chat as a technician.
Hi Team, I have enabled chat option by following the steps given in below link https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html However ,I am unable to see the pickup option as a technician. Can you please let me know if any more changes to be done. SDP version: 9328 DB: SQL 2012 _J
Community : Tips for better utilization
Season's greetings from all of us at ServiceDesk Plus support. We are happy to see that the transition to the new community portal was smooth for most of our customers. Or, did you face any issues? We'd be happy to hear from you. Here are a few tips that will help you use this space better: 1.If you are a paid customer and want to log a request with us, please head to support.servicedeskplus.com 2.If you are a free user, please post your queries on the community page; one of our community coordinators
Support Contracts
Good afternoon, What is the best way to manage support contracts? A customer buys 10 support tickets and for each incident we discount to this contract x support tickets. How is the best way to manage this process in Service Desk? Thanks for your help.
Connection problems
Hi, I have two problems : 1. Requester cant open open a poll, which link he received on email ; 2. User who was mentioned in request (E-mail Id(s) To Notify) , cant open the request and gets this error message : "request does not fall under your permitted scope. So you are not authorized to update the same." ; Requester only need to show this incident.
PM task template uses wrong template type
The preventative maintenance task template uses the incorrect template set - instead of using the task template as is stated on the page, it is using the incident templates. Is this a known issue?
Exclude/Include IP on asset domain scan?
Hi, Im new to SD+ and have a question regarding exluding IP using domain scan. Using asset domain scan it appears that you can exclude assets on IP. How does that work? Does it grab IP info from the AD? Does it grab all devices from AD and then try to reach them on network and exlude the "wrong" IPs? What happens if a AD device is offline, is it added with scanned failed just with name? Thanks, Regards, Per
ServiceDesk Plus 9329 Released
Dear Users, SDP 9329 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9329: SD-68949 : CMDB API: Delete CI: The SDAdmin is unable to delete an asset that is not associated to any site. SD-68388, SD-67081, SD-66890, SD-67007, SD-67455, SD-67456, SD-67606, SD-67607, SD-67809, SD-67810, SD-66889, SD-68557, SD-68231, SD-68158, SD-68943 : Vulnerability issue fixed SD-66032 : Unable to reset the Project's code
Requester Asset Association - Historical Tracking
I know you can see the HISTORY of an ASSET and the previous owners (with comments). However, if I do not know what the Asset name is, is there a way to see previously associated ASSETS by Requester (USER). e.g. a laptop that was associated to a Requester is missing. We do not know what the asset name is, only the user. Want to be able to search the user for PREVIOUSLY assigned assets (i.e. a REQUESTERs asset history rather than the ASSETs user history).
Scanning Workstations
Hello all..I have been able to do 25 work stations at a time in the asset/workstation/troubleshoot before but now it'll only work if I do one at a time. No error, just sits and spins. I've made no changes to the settings and the VM server has updates installed but none to MESD+. I've also rebooted the server and it still had no effect. I hope someone out there has seen this or heard of the fix. Thank you
Fetch from two Mailboxes
We have two mailbox which we receive requests from our customers. Servicedesk@mhemail.org and is-helpdesk@mhemail.org. The second one is monitored manually and used by another region. We'd like to have it fetch from both mailboxes and create business rule "is-helpdesk@mhemail.org Criteria:To is "is-helpdesk@mhemail.org" Action:Change Request Template to "Mercy Janesville" Can we configure Servicedesk to fetch from both mailboxes? if this is possible can you send us the how to? My assumption is both
Feature Request : Form rules and customized fields for Projects and Team Members
Hi ManageEngine, We have installed ME SDP 9.301, but the Project Module can't meet many of the requeriments we have as an organization, because this module doesn't offer the feature of form rules and customized fields for projects and it doesn't have custom field for team members of a project. Regards, Ana Rodriguez.
Requester Email in Custom Script
Hi, I am working on a custom script that I want to send to the requester of the request/ticket. I can't seem to determine though what value/field would contain this information as the requester is a selected field that is linked to Active Directory. Any ideas on how to handle this? Thanks, Curtis
Project - Additional Fields
I see the ServiceDesk Plus On-Demand has the ability to add Additional Fields to the Project module. When will the On-Premises solution of SDP have this?
Constantly getting signed out
We're using SDP 9330. We have enabled Active Directory authentication, but not have not enabled Pass-through authentication. Our issue is all of our techs are always having to log in again after a period of inactivity or after restarting their computer even though they are checking "Keep me signed in" when signing in. This is something that has been happening for several months now. We are using a mixture of Google Chrome and Internet Explorer on Windows 7/10. Do you have any ideas of why this is
Change default incident template
It there a way to either change the default incident template, or to edit the existing one? Thanks.
Connect SDP with PowerApps
Hi All, Is it possible to connect SDP with PowerApps? Has anyone ever done this before? Cheers, Eko
Create date for Incident templates
I have a script that lists all of our custom Incident templates and their resolution: SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 Could this be modified to include the date the template was created?
ServiceDesk Plus 9330 Released
Dear Users, SDP 9330 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Mobile app Info Links for IOS and android apps are given under profile and admin section , available for SDAdmins and SDSiteAdmin. Issues Fixed in 9330: Vulnerability: SD-63275,SD-65316,SD-65524,SD-65525,SD-65593,SD-66578,SD-67996,SD-68298,SD-68387,SD-68390,SD-68391,SD-68392,SD-64424: Vulnerability fixed. Dashboard: SD-68259: Default widgets in dashboard
Ability to reset form
Feature request for users to reset a form back to blank. Ideally this would also reset any form/field rules.
Explain between Incident, Incident Request and Service Catalog
Refer the attached file, I would like to know that what's different Incident, Incident request and Service Catalog on SDP system? I knows the service catalog is kind the request new service such as install software etc. but I am not sure about the Incident and Incident request. Please assist me to clearly this.
Backup Technician Not Being Assigned
I have Auto-Assign Technician turned on. I have a Business Rule that assigns the relevant group to the ticket. I added leave for a technician 1 week either side of today and assigned a backup technician. When I create a ticket with a due date in 3 days, the Backup Technician is not getting assigned. The concept seems straightforward so I'm curious whether it's a bug or I'm missing something in the setup... Any ideas? Thanks
Report for all software showing on all PC's?
How can I run a report on Management Service Desk Plus to show all software installed on all computers?
Widget URL For Clock Dashboard
Hello All, I recent have subscribe to SDPlus and currently in deployment stage and have demand from IT business to have this clock in the dashboard as we are a regional company. Questions is how do I add it in as I have tried earlier and hit many errors as attach.
E-mail user when a request is resolved
I'm having a problem with users not receiving an email when a request is resolved. I have ticked the "E-mail user when a request is resolved" box under Helpdesk - Notification Rules, but no email is received by the requester. When a job is logged emails are received. I'm not sure why emails are not being received on a resolved job. Any help would be greatly appreciated. We are using ServiceDesk Plus 9.3 Build 9308.
request not updating
Hi, after updating the request by technician, system sends an email to requester but when requester replies to that email - this messages is not getting recorded in the request. also not getting where that mail is going. -We allowed only few users to raise a request by sending email. -Other normal users has to log on to the system and create new request. is by design or we need to do changes in configuration -Atul
Reference customers - network
Hi, we are looking into reference customers using SDP. We are a middlesized company (25 emp) on three different locations. We are looking into utilizing servicedesk the best possible way. Could it be there is interest in this in the Nordic - preferably Denmark area? What we are using servicedesk plus for is incident management. But on the longer term I could be beneficial to use problem, change management etc.. Please let me know if you would be interested in further talks and exchanging of ideas.
Request Views
Is there a way to delete all the views that arent used by any of the technicians to minimize all the clutter... I know you can delete the ones I have created, But id like to delete the default ones as well.
Not allow a reply to a ticket without certain fields filled in
is there a way to force certain fields to be filled out on a request such as technician, priority, etc before a technician can reply to a newly created ticket ?
Custom Trigger Support for MultiSelect Fields
Is there a roadmap item to support custom triggers for MultiSelect Fields? If not I would like to request this functionality
Helpdesk Customizer Status on Version: 9.3 Build 9329
I created a custom status under complete section called "Read Response". When i add a resolution and use the new custom status, it does not send email notification to the requester. How can a requester get an email notification resolution using custom status? Kindly, check the attached file.
Service Catalogue - Flexible SLA depending on field value
Is there a way to make SLA fexlible depending on field value? Use Case: Equipment Replacement Service If headset replacement, 2 hrs SLA If keyboard replacement, 8 hrs SLA if monitor replacement, 6 hrs SLA We want to manage this in a single service catalogue for called "Equipment Replacement Service".
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