Query - Top 5 subcategories used
Can someone help me with finding how to break down known issues? I believe the best way would be utilizing the category system and listing the top five subcategories used for the past month. Requirements: Requestor, Title, Description, date opened Only top five subcategories used, sorted by date opened.
Get the first glimpse of ServiceDesk Plus Beta
Dear users, The ServiceDesk Plus Beta is open for public and the same can be downloaded from here. In case of any issues / feedback please contact us at beta@servicedeskplus.com Please note that you may face some issues. We are in the process of fixing issues that were raised internally and also by the closed beta testers. After this, we will have a couple of testing cycles. We assure you that we are definitely in converging mode. Your feedback will help us to converge quickly for the ServiceDesk
Set up approval flow for service catalog
Hello Team, I failed to find a proper configuration to achieve this business requests Service Catalog A needs 3 stages of approvals Stage 1. Line manage approval Stage 2. Any of following - Mr. A - Mrs. B - Mr. D Stage 3. CEO Could you please help to point out how to achieve this on ME- Servicedesk Plus? Thanks, Eric
Forward request
Is there a way to change the information when you forward a request? Currently when we forward the a request the following information is sent: Requester, req. email, Due by time:, Category, Description. I would like to also forward the received date of the request and perhaps change the look and feel, so it looks like for example an Outlook forwarded email.
Exception while trying to send notification for the request
Hi, We get this error message intermittently during the day Exception while trying to send notification for the request. Su Versión : 8.2.0 Construir 8212
Service desk starting error
I using service desk free edition and when I start it have error same as below OS : CENTOS [root@DESugarCRM bin]# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /var/www/html/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Task Queue Query
A really general question. Has anyone created Task queues before and can you explain to me how to do this?
Incident template not showing additional fields on mobile phones
Hello, I've created some additional fields for the incident template. But if I open the ticket form from a mobile phone browser those fields are not shown even that they are mandatory. From my PC everything is ok. Any ideas?
Where to find Service Approvals List(s)?
Where can I find the Service Approvals List(s) table?
Where do go for ManageEngine support these days?
I've been trying to get some support for a SDP issue for the past 2 days now. I can't seem to get any tickets to get responses. Admittedly, I haven't called in yet. Used to not have to. So we have this black hole: https://pitstop.manageengine.com/portal/newticket - nothing ever gets touched there. then there is this one: https://desk.zoho.com/portal/meservicedesk/ticket - so far it's auto-closed a ticket as soon as I submitted it, added a chat transcript where no one responded and it timed out to
CustomTrigger - Passing Requester Email Variable
Hi guys, Not too sure if this has been addressed yet. I have created a Powershell script that gets triggered when selecting a specific field on a form. The script creates a user account and password and then emails it back to the ticket. I have successfully done this so far. However, I would like to pass on the requester email variable to the script so that the requester is notified of the username and password. I did some research on this and found out the same question was raised 2 years ago.
Scripts do not run when changing template
We are current running Version and Build: 9.2 Build 9221, however we have a test environment in 9.3 Build 9326 There seems to be a major difference in the way Field and Form rule scripts are executed in 9.3 compared to 9.2 To illustrate, I added a script that pops up an alert saying "hello" in one of our templates: In 9.2: Create New Incident. By default the Defaul Template appears. The script is not present in this, so nothing is expected to occur: Next I switch to the template with the script.
System Log Viewer Maintenance
Looking for a way to delete/maintain the system log viewer, I currently have over 3.3 million entries and it will take several hours to delete 250 at the time(max number of entries able to select). I tried clicking on "Delete All" and a few times crashed the server and the last time, seemed to be working but after several hours did not delete any record and system was unresponsive during this time. is there any other way to maintain or manual way to delete this log? ManageEngine ServiceDesk Plus
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Login screen SDP + Domain
Hello, why the login screen of ServiceDesk Plus is today in the upper left corner of the browser and not in the middle? and why it does not show our domain by default like always??
deletion of requests
hi, it is possible to delete requests. But is this only as administrator? Second question. is it possible to see in a log file that a request has been deleted ? If yes, where is this log located?
Auto Close Feature
I want to know if I can set the business rules to close a request automatically when a requester has not given a reply within amount of days irrespective when it is on-hold or open Similar to What Zendesk offers with the 'Bump-Solve' feature
REST API not working?
Since the last windowsupdate batch we are having problems with the RESTAPI. When I enter the following URL: https://sdplus.local/sdpapi/request/286618/ I get an error like this: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In server out-logfile I can
Self Service Portal - what is it and where is it?
A few questions about the self service portal: Is this portal available to people who aren't logged in? I.e available to the public to browse? If it's public access, whats the URL to access it? And where can I configure it per instance, I've been reading about widgets, but I cant find any of this.
Self Service Portal
A few questions about the self service portal: Is it available to users who aren't logged in? i.e can the public view FAQ's If it's public access, whats the URL? How do I configure it per instance?
Requester Report Access
Can a requester have access for the creation or generation of reports?
Add username to an incident
When creating an incidient I get some information about the requester: Posistion, Department and Phone number. Can I add an additional field (UserName=Windows login) to the fields that are showing?
Access to android APP
Hi, I am using free version with two techs. One tech have a normal login, the other has to be the administrator login, because when I try to add a new login it gives message of 2 techs already in use. That's not a problem for me, but it creates another that I wish you can answer me. I want to access to SD with mobile app, and for that I have to create an API key, for the normal user I can, but to the admin there´s no option to do that so I cannot login to the APP with the admin account. It's possible
How to consider collaborators' time in reports?
Good evening, dear community. Writing to you from Russia. Our company have ManageEngine HelpDesk. (If what ServiceDesk NOT PLUS (No servicedesk in categories)) System admins receive a salary directly proportional to the number of applications of Users. But there is a problem. Let's say SuperDirector wants to open a new office. He writes to HelpDesk. First the application is accepted by a manager, who buys equipment. Then he redirects an application to a man who buys a PC/Keyboard. And then this
Initial installation of ServiceDesk Plus
Hello I am brand new to this and about to get started. I am looking for any documentation as to best practices on installation. VM, Non VM, roles, features and services, ect. Small operation with me as the only user and about 44 workstations and a dozen phones.
Monthly Report
Dear, I need a monthly report. Mysql
Customizatizable Technician Home Screen
We would like to customize the technician home screen to provide relevant links and other information (i.e. widgets) that are more useful to our organization.
Foward request and forward buttons
Hi, How is the foward request and foward functions intented to work in the mail conversations? If I respond to a requester and then chose "forward request" i get the previous content in the mail that i sent automatically inserted in the new mail. But if I try to forward a requesters response I don't automatically get the content from the requesters mail inserted. I have to manually copy and paste it to the mail that I'm trying to forward. Regards, Alexander Nordin Region Halland
Which log file will show the team member a request was originally assigned to?
Hi, As above. Trying to see which team member a request was taken from and then merged with another request. Thanks in advance
Reply from user no longer included in Notification to Technician
When we applied builds 9306 through 9309 at the end of September, we lost a feature in our Notifications to Technicians when a Reply is received to a Request. Prior to the build updates (applied at the same time) we were able to see the text of the recent reply within the email notification. This was extremely helpful when viewing on a mobile phone. Since the updates, our notifications are very generic stating that a reply was received but offering no details. We would like this feature back. Is
Browser issue
Hi, We have an issue where we can connect to our test environment fine but not our live environment (see attached). The live server is coming up with a 'browser not supported' message which looks like a specific ManageEngine message as you get the option to click on a link to see your requests. I have also attached images of the browser versions on the servers which the URLs are connecting to (the one called wsus connects to http://wsus@8080 and is working whereas the one called sd2 connects to http://servicedesk:8080
Notification Rules
Hi, I'm wanting a technician from a specific support group to be emailed when a request is closed, and under notification rules it only allows you to choose the technician and not define criteria such as her support group. I don't want her to be receiving closed emails from every support group we have. Is there are way around this/somewhere else to do it? Business rules would only allow me to make a rule for when a request is created, not closed. Thanks!
Merging Sites
Hello I would like to ask is there any way to merge to existing sites or move all tickets, assets, tasks etc. that are in one site to another ? How to approach this challenge :) ?
Job created when scheduled email is not delivered
We have a backup system which emails us daily when the scheduled usb backup has been successful. Unfortunately if the usb medium hasn’t been connected no email is generated. Is there any way to have ServiceDesk create a job if a scheduled email isn’t received? I.e. if no backup successful email has been delivered by 06:00 AM, a job should be created saying the backup has failed.
Customizing the Request Details page
Hello, Is there a way to customize the Request Details page? I have customized my default incident template and the customization shows up on the Edit Details screen, but when I look at the Request Details of an incident created with this template, the grouping of the fields is different. Isn't this supposed to match what was customized or is there a way to customize this screen?
NTLM Authentication required
Hi, All of a sudden yesterday when any of our team browse to the Service Desk they are presented with the attached message. They are being prompted to authenticate themselves but no matter what username and password they enter, it fails. Any idea what this is and how to get rid of it. Also, why did it suddenly just start appearing?
Merge Manaengine used by two different companies
Dear all, In our IT department we use manage engine. The same trouble ticketing tool is also used by one of our external collaborators who receive tickets from us. I would like to know how can we merge these two applications in order to be able to forward to them Service Requests that they will be able to view them from their application without the need to login to our manage engine. BR, Maryp
Unscheduled Projects & Milestones Report
Hi there, I am looking to report on Unscheduled Projects & Milestones in one reports. I.e. Project Title 1 - All associated Milestones Project Title 2 – All associated Milestones etc... Any ideas? Thank you
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Renewing ServiceDesk plus license
Getting the message below when I try to renew the license: You have logged in as xxxxx.com. You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. Any guidance on how to resolve this will be appreciated.
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