Open a document from SD+ Change
Is there any way to embed a link, or a button, into the SD+ Change template? I have a guideline for Change Owners to follow that would be very valuable to call from SD+ change if possible. The link or button would open a document that gives Change Owners further information.
CAB Approval - Python
Hi, I am following this link to automate adding CAB Members to Change request: https://resources.manageengine.com/resources/resource/python-handling-change-cab-approvals-through-custom-triggers But getting this error in history: "Error processing the response of Custom Trigger 'Add CAB Members' for the operation: 'UPDATE_ROLES'. Kindly refer logs for more details" - We have different CAB Names: "CAB Members", "CAB Finance" etc - "Impact" are customised: "1.Affects Business", "2.Affects Department"
Chat
Afternoon, I am having a slight problem with the Chat option. Chat has been enabled. There are no exclusions (for testing). I can log on with my test requested and click the live chat option. The requester can type a message.However, a logged on technician is not notified of the chat. This is the same for my admin account. However I can click the chatroom and see missed messages. I have reviewed the admin guide https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html
Upload multiple Purchase Request from csv or xls
The purchasing team would like a feature to upload Purchase Request from csv or xls file.
Change Module Questions
1. Is it possible to change what is in the Planning stage? Currently, there is "Impact, Roll Out Plan, Backout Plan, Check List, Downtime". We would like to remove some and add our own. For example, we have application developers making changes to code and would like a code review check box or sign off. 2. Also in the change control module, if a Change Approver enters a change, is it possible to block them from approving their own change? 3. Also in the change control module, is it possible to require
Chatt settings
Hi I am trying the new chat function. Buy it have a very difficult settings. I can only exclude stuff. How am I supposed to block all our 5000 requesters in 15 sites and allow just two requesters?? There two exists in one of there sites too. Add a simpler settings like this: Disable chat for all users [ON] And enable chat for these requesters only: John Doe, Jane Doe SDP: 9317 MSSQL 2014 //Peter
Purchase Request
Hello, We would like to use the Purchase module of ServiceDesk to track our Purchase requests. Is there a way to disable to Purchase Order portion where we currently have another system to handle Purchase orders? We just want to keep track of our purchases in ServiceDesk and associate to the appropriate Request. Thank you,
Request close notification not working anymore
Just updated to 9.317 and the request close notification is not working anymore. User gets Notification that the request was received and also gets response E-Mail from ServiceDesk. Notification rule is active. Any ideas?
Relatorio - chamados fora do SLA
Alguem tem um relatorio que gere todos os atendimentos fora do SLA?
System-wide time spent report
Hello, I would like to create a custom report to gather all worklogs across all modules by technician. Are you able to provide a sample query for this? We are running PGSQL. Thanks, Dallas
Manageengine service does not start
I'm migrating Manageengine SDP to another server. I installed manageengine servicedesk plus on the new server, but after restoring the backup it does from the other server, the Manageengine service does not start. That may be happening, the two servers have the same version of SDP and MSSQL
Problem to restore a backup
When I restore a backup, the following error occurs: Aug 09, 2017 4:29:23 PM com.adventnet.db.adapter.Jdbc20DBAdapter initialize SEVERE: Exception occured while initializing datasource. Aug 09, 2017 4:29:23 PM com.zoho.framework.utils.crypto.EnDecryptImpl decrypt SEVERE: Encryption failed Database started ************************************************** ******************************* 0 tables found ... Please start and stop the server once and then try to restore the backup data ... **************************************************
Change Module issues since upgrade to 9317.
We just upgraded to 9317 from 9301 two days ago. Since then, the Change Requests do not appear to be functioning properly. When attempting to utilize the Add features such as Enter Rollout Plan, Enter Backout Plan, etc, all browsers just spin, as if reloading page. This occurs in IE, Chrome, and Firefox. SD+ Services were restarted this morning, same result. Other options under Add, DO work. Such as Note, Reminder, Task. At this point, we are unable to utilize our Change module. Please advise if
Populating New Fields
Hi, We have amended our Incident template to include a new mandatory field, now this is added all our existing requests have this field...which means technicians cannot amend or manage the ticket without filling in this field. Is there any way to populate the field so only existing requests are updated ? We tried a Business Rule but this didn't seem to work. Any ideas ? A
error SDP not running
Hello, Please this support for my issue
Requesters in EMail IDs to Notify Need to Update Request
In our organization, requesters that have been added to the email ids to notify field often need to comment or respond in some way to the ticket. I know that I can set a requester to be able to view all tickets in their department, but is it possible to allow that requester to add notes, reply, etc., on a request? I've looked and am thinking it might be done with an Organization Role, but have not yet tried this. Any suggestions would be helpful. Thanks. We just went live on Monday, July 17, so
Can't see technicians as a technician
Hello everyone, So a colleague can't see other technicians in the technician tab. But other technicians see every technician in the tab. Also the privileges and roles are the same for all technicians. So we don't know exactly where it goes wrong. Only he has the problem, even if he logs in on another pc where it works for me, it still doesn't for him. The picture below gives you an example of what he sees - it's Dutch, but it basically says 0 out of 0. If I go into the tab, I see 1 out of 5. Does
Rest API - Get all requests/tickets for a specific group
Using the Rest API, is there anyway to get all requests for a specific groupname or groupid? I can get a list of all the groups and technicians, but I want to take this further... to be able to view what requests/tickets are sat with certain groups. Kind Regards
Change Calendar Workaround
Since the inbuilt change calendar is not helping, we are trying to get the change schedules into an exchange mailbox/room calendar. we want a meeting request from service desk once a change goes into the implementation stage. Any ideas?
Chat Function in 9315 not working
Hi I've updated our system to 9315 yesterday and enabled the chat function, I've also set up a Support Group with my Technician account as a member and enabled notifications to myself on the group setup. When I initiate a chat from a test user it shows as unpicked and finally missed on the Chat admin screen but it never flags on my chat area that a chat is pending. Could this be a firewall or other issue? Thanks
update from version 9.2->9.3
Hello, we are looking at updating from version 9.2->9.2. The assetexplorer from 9.2 can be used with SDP server version 9.3, I did test this. Do you recommend to update all existing assetexplorer 9.2 clients to the new one (this includes installation on all servers) version 9.3? Best regards Thomas
Password policy for local accounts
Is there anyway of applying a Password policy (ie. Minimum 8 characters, 1 number, 1 punctuation mark, password expires after 90 days etc) when the servicedesk is not connected to AD and using local account authentication? Cheers Simon
Custom reports
Hi, I've read in other posts here in this forum, that you can create custom SQL queries to generate reports, etc. I specifically need to generate a TimeSpent report where the Requester email address is displayed. My version of the application is: ServiceDesk Plus Standard (Cloud) Please, advise. Thanks, S.
Disabled Active Directory authentication
I disabled Active Directory authentication and now I cant log on to the manageengine, I tried Username: Administrator Password: Administrator but it logs on as requester Please Help I need to log on as administrator privilege
Change Templates and hide options
Hi We are testing a new version of the application and as part of the change process we have set up some template to hide specific option and for certain field to appear in and stops selected i.e Change type: 3rd Party (see attachment "SD1.png") will open a a new field called 3rd party and at this point you can select from a list of 3rd party vendors (see attachment "SD2.png") after a change has been submitted the submission tab will show these files even if they were not selected to be shown (see
The Requester deletes my "Request Closure Code" when perform the "$RequestCloseLink"
Hi, As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" We mesure the customer satisfaction with this "Closure Code", and when the System does that, we can't even see this request closed by the customer in the Reports. Also, the "Request Closure
Disallow Request Closer of Associated Task Aren't Close
I am trying to put in a rule that if all takes aren't closed a request can't be closed. How can I accomplish this?
manageengine cti integration with elastix 4.0
Hi Guys, i've setup manage engine service desk plus msp on a server and I'm trying to enable cti integration with my pbx. I'm using elastix 4.0 as my pbx but so far I've not been successful, I've followed all the steps including setting up telephony server setiings and enabling screen pop for a rep but still no luck. I'm on a deadline and I really need help. I was hoping it would be straight forward but I'm stuck as it is, any suggestions or help would be helpful.
DNS redirection issue.
DNS Redirection occurs when using Chrome, Opera. The server that hosts the servicedesk is called http://example I have a DNS entry to redirect to Http://help to server 'example' in chrome, and opera if you type in http://help you get redirected to 'settings/help' Ideas??
Scanned software list
Hi everyone, We are in a process in which we are trying to make our servicedesk more clean and effective, with regards to both reporting and usage.. We have been looking at the software part of the assets, and came across a problem, which is how do we make software "bloatware"/unmanaged software disappear from the servicedesk? e.g. I can see that I can add them to excluded, but that doesn't "remove" the software from the inventory, which is a bit messy.. Does anyone want to share how they use the
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
Purchase Order multi level approval
Hi, In our PO workflow, we have defined multi level approval based on approval limits. In one specific situation, when a PO is already approved by all levels before ordering there is a change required in PO. After the changes are made to PO, it is again submitted for approval. This approval should again pass through all the levels before order can be placed. However, after editing the PO, only first level approval mark the order as approved. Because of this, the second and third level approvers are
Upgrade fails
I am trying to upgrade our on prem version of Service Desk from 9311 to 9317 without success. I downloaded ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_17_0.ppm I am using these instructions: https://www.manageengine.com/products/service-desk/service-packs.html#sp The upgrade appears to complete without error, however, when I start the service after upgrading, I am unable to access SD at all, port scan tells me that the web server is not starting. Before doing the upgrade, I deleted all the logs in
aeagent.exe error 0xc0150002
Hi, I am running SDP+ 9233 and upgrading agents to version 1.0.23. However on windows 2008R2 servers I am unable to install/upgrade the agent. When I try to install the agents, I get the following error "The application was unable to start correctly (0xc0150002). Click ok to close the application" On further investigation I found that this was also the case with agent version 1.0.22.
SDP via Application Proxy
Hi Ive setup SDP via Azure Application proxy. Been able to logon (on and off..) Right now i get til logon screen, but it says that my username or password is incorrect.. Any Ideas?
Help Required - Departments Missing
Hi I deleted a few sites in the system. The result now is that I cannot see any of the departments. They show in drop down lists everywhere ( Assigning Workstations to Departments etc but there are 4 to 5 same departments- Example Urology Ward appears 5 times in the list) When I open the Departments Tab from the Admin menu I can only see one department ( See attached Screenshot) Can anyone tell me what happened? And whether I should be worried about this ? Since I can add new departments normally
Menu on left hand side
HI, did upgrade from platform 9.2 -> 9.3. But now I cannot see the menu on the right hand side. Ie on the request tab, I was used to do a search, but this menu is not present anymore. Any advice on how to add the menu back on the right hand side? Thanks. right hand side marked with yellow No menu on right hand side:
When will we be able to have technicians pickup tickets but not assign to others?
We keep running into an issue where technicians will either reassign requests to others or incorrectly assign tickets. If you take away the assigner role they cant even create tickets for themselves or pick up tickets. This is a very large short coming
Request List view
Hi, I'd like to know if there is a way to limit the amount of Request List Views on ServiceDesk Plus I've managed to limit the amount of custom views that were made public but cant find a way to select which views we need At the moment there a lot of unused Default views, eg. 'Completed requests' & 'Waiting for my update' I'm currently on 9.3 Build 9306 Thanks Sam
Where did the Reply button go when a technician is replying to another technician's email? Can only Forward or Resend.
After an update yesterday, a technician is unable to reply to another technician's email in the request The only options are Forward and Resend. This is very inefficient. We should not have to leave service desk, open a separate email application and create a new email, just to create a reply. There are MANY times, when more than one technician is involved in a request. Notes a good tool, but not always the best way to communicate. Thank you.
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