Wrong Image Path
Hello there We have several incidents where the images are not shown anymore. The link, for example, points to http://host.mydomain.com/inline/WorkOrder/8020/1491920397092.png but there is no folder 8020 at this position on the server. BUT I can find the image 1491920397092.png. It's located in another folder 3926. That's really strange... maybe I have to change the URL in the database itself? Thx for your help
Workflow on Service Requests
Hi Hopefully someone can advise on this scenario. I have created a service request for a manager to request equipment for a user (say a cell phone or laptop). I've added an initial approval for this so the ICT manager can approve this before it gets assigned to the technician to setup. We also require a 2nd stage whereby the user can confirm they have received this equipment, has anyone implemented this kind of thing before, the workflow doesn't seem to allow for this? Many thanks
Auto selecting a wrong groupname when creating an incident
Hi, Our company has multiple sites. There is a group consisting of 4 people, who are technicians for all those sites. The recenty changed their name of their group. When i create a request, and select the correct site, i can select one of the 4 mentioned technicians. However, when i create an incident, and I select their grou, it keeps switching back to the old name group. I cannot find and relation between creating an incident and the group being the old group name. anyone got any idea?
Domains and Sites
I have a ServiceDesk setup that includes two different domains. What's the easiest way to make it so that users of DomainA are requestors of SiteA inside ServiceDesk and users of DomainB are requestors of SiteB in ServiceDesk? Is there a way to simply set site to "DomainA" during the import considering there is no AD attribute containing "DomainA" that I can map the field too? Thanks in advance.
Requesters not being imported
hi, my Service Desk plus is not importing requesters. it can enumerate them but does not import them. tried different accounts and different domain controllers but no results. Here is my log. please any help will be appreciated.
SSO with mutilple AD
Hello, I'm trying to enable Single Sign On with multiple active directories.¿Is it possible? I understand that I can use multiple active directories if I import one by one the "requesters", after that, the ManageEngine will update all the active directories periodically. Regards
Icons for Template Categories
We'd like to be able to do this as well on Professional Edition too, Please explain how to use this "feature ID SDF-49758 as a reference to this case" or how can i get the same option https://forums.manageengine.com/topic/icons-for-template-categories
Email Technician from Administrator not showing initial conversation
When the administrator emails technician it does not show this initial email under conversations. If Technician responds it will show. How do I see history of emails I have sent, if the technician does not respond?
Tooltips for Category details
We'd like to see tooltips for Categories/Sub-Categories/Items for technicians to understand their purpose. This would be especially useful for new technicians to understand which category to assign to a request. As we expand our SD+ use across the organization we're looking at ways to introduce an IT tool to non IT users -- tooltips can ease the transition. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Building a test system
Hi, We are looking to upgrade from 9.2 Build 9209 and would like give it a dry run first. Where can I download a this version so we can then recover our current live into it? Thanks Denis
Quick Create - New Incident
Can you add a line for the Technician assignment? This would make this feature option complete for quick ticketing.
Migrating service desk plus to a new server
Hi Support, I followed the instructions and tried restoring a backup from build 8217 to a new server with the same build 8217 However, the restoration process ended with this: Did I do something wrong? Please see the attached 1.txt file as requested.
cannot delet support group
hi, how i can delete support groups ? Which report can show where it is used
Update ServiceDesk Plus from 9.2 to 9.3 error
I had ServiceDesk Plus version 9.2 compilation 9225.I successfully update it to version 9.3 compillation 9300. When I try update to latest build 9317 i get error (in attachment): Could You help me ?
Remove or hide assign button
Hi, Is it possible to remove or hide the assign button that is visible in the request view? The reason for this is because we do not want our technicians to be able to assign requests directly to other technicians without first opening the request and choose site and group. This is quite crucial for us and i hope there is a solution. Regards, Alexander Nordin Region Halland
Requests Tab Question - Drop down to select Technician and Group
This changed a few versions back now but we use to be able to just select Group in the drop down and not a Technician under the Requests Tab (Unassigned Tickets) so the ticket can be picked by anyone in the group. Now it requires us to pick the Technician too and we don't want to do that. What am I missing? Thanks for any help. Jerry
List of incidents resulting from changes / Report of change related incidents / Incidents associated to change
Dear all I am looking for a report which shows me the numbers of incidents linked/associated to a Change. I have been searching this but couldn't find anything. Can you help me please? I know that you can Associate Incidents to a Change but how can you create a report about this? It would be very nice if the report could show the following attributes: - Change ID - Change Title - Incident ID (each Incident ID seperately in the case when several incidents were linked to one Change) - Incident Subject
Servicedesk - Customer Support
Hello, Anybody knows if the support of Manageengine Servicedesk works? I have to incidents opens but I don't have any news from them. Thank you. Alex Vega
How to use Chat feature in SDP 9315
Hi, Thanks for add chat feature in last release, but how to use it. It's require to Desktop Central or it's standalone and no need to Desktop Central or other tools. Do you have any documentation about it? Thanks
Communicating with technicians from an administrators point of view
Hello, Apologies if this has already been brought up elsewhere, but I couldn't find anything specific, at least not with an ME answer. This issue I have is that I need to ensure all technicians receive important information (for example, information about an SDP update or a nag to close requests), but we are in a situation where some only login periodically and then only to view a specific request or incident (link from a notification email). They rarely hit the Home page, so announcements often
Roadmap
Dear ME developers, Could we talk about the current state of the roadmap? It's horrible... At the moment it is a list of upcoming features with no clear progress indicator. Only vague terms in which state the development is.. Maybe add the release month for each bullet point? Or the version when something will be available?
How to verify if MS17-010 is installed on clients and servers
Hi, Update bulletin MS17-010 patches has been deployed to our clients and servers by WSUS, "KB4012216", "KB4012217", "KB4012218", "KB4012219", "KB4012220", "KB4012598", "KB4012606", "KB4013198", "KB4013429", "KB4015217", "KB4015219", "KB4015221", "KB4015549", "KB4015550", "KB4015551", "KB4015552", "KB4015553", "KB4015554", "KB4016635", "KB4016636", "KB4016637", "KB4019213", "KB4019214", "KB4019215", "KB4019216", "KB4019217", "KB4019218", "KB4019263", "KB4019264", "KB4019265", "KB4019472", "KB4019473",
Can't view project details
Hey, One of our technician can't view the project details of projects where he is team member. While projects where I am team member I can view. His view as Project Member: My view as project member:
Spam mail reports
Hi , Can i take report for spam filter ? I need to know how many spam mails are blocked by SDP spam filter. Regards
Mail retrieval error -
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox We're running Exchange 2013 and have been using IMAPS for many years but over the last couple of days we can't retrieve emails from our mail server. I have restarted the Service Desk Plus server as well as the mail server but no luck. Attaching the logs here. Thanks for your help in advance.
Cannot Assign Technicians anymore...
We recently upgraded to 9314, That was problematic and not smooth at all so 9317 is on the back-burner til we figure out this. Since the upgrade I have not been offered the Technician field when attempting to assign tickets. I only see the Group dropdown. How can I restore the ability to select a technician from the assign dialog? Thanks Jason
Send on Behalf of from requests catalogue
We recently enabled the Send of Behalf of feature for our request catalog but currently users only have the option to select users who have both the same Department name and Site location as them. Is it possible that we can configure it to ignore the site location part and just allow them to select users who are in the same department, regardless of the location? All of this information is brought in from Active Directory if that matters. Hope that was clear, Logan
Tech Availability Chart/Calendar -- view by week/day
Suggestion to add a weekly/daily view in additional to a monthly view. This could be helpful to break down a weeks work by day across teams or a group of techs. Also it could be used to schedule tasks when leave has been scheduled for only a half day. Our requirement is managing multiple projects in addition to support tickets across a small team. We currently uses an actual 'Agile Whiteboard' - Kanban style - to manage weekly tasks/tickets and would like to migrate this effort into SD+. A picture
Public Dashboard display
Hello, I would be very handy if a public dashboard could be displayed with logging in to servicedesk. This is especially useful for Info screens located in our first level team office. Current design (as far as I am aware) requires a user to be associated with ServiceDesk login (as either Requester or Technician).
Can we delete old serverout.txt files?
Can we delete old serverout.txt files? Thanks
How do I view other tech's scheduled reports
We have standard reports that are sent weekly to departmental managers but only the tech who created the schedule can see it to make any changes.
Cancel Service Request
Hi, Is there an option to "Cancel" a request within ServiceDesk Plus? I only see the following options: Thanks
Backup error after moving sdp to another server
Hi there I have been moving my sdp til another server(windows 2016 standard) Now i cant take backup of sdp. Not even from the command prompt. I have attached a picture of the error message i recieved by mail. And a picture off the command prompt stopping the backup. Also a picture attached.
create custom report for request
Hi all, I would like to print custom report for the request. I think it could be done by Request Custom Menu. Does anybody can help me with creating proper python script? Regads, Michal
Chat settings in 9317 not oppening
I cannot open chat settings in build 9317 It gives a error 404 How do I fix this?
Cannot login with NTLM after Upgrade to 9300.0.17.0
After upgrading from 9300.0.8.0 to 9300.0.17.0 NTLM authentication stopped working. I've tried the solution from the topic https://forums.manageengine.com/topic/ntlm-failed-redirecting-to-login-page-15-7-2017 but after replacing the files, it goes to an endless loop showing the message: NTLM Failed Redirecting To Login Page Now I cant login with the local account neither NTLM auth How do I fix this problem??
Email notification reminders, even when stage has been approved
Dear all, Several users have reported that they are receiving approval reminders, but when they go to the link (example below) they cannot approve anythinghttps://<URL>/HomePage.do?viewType=My After checking, we realized that it is because the stage has been completed, as another person approved it already. This means that no more reminders should be sent to the users, since they cannot do anything more about it. Kind regards, JS
Print request
Hi, Is it possible to have report printed on custom form based on our DOCS/RTF file? regards, Michal Sciebura
Priority Matrix
Hi We are trying to set up the Priority Matrix (SDP 9209) but kept getting errors. Although we have managed to get rid of the errors we found that changing these records results in the inability to select some of the Priority values in the matrix. What are the standard Urgency and Priority values that come with the system as we have some strange ones that seem illogical to me and I am not sure if they were in the basic system or if someone has dabbled. Many thanks Chris
Site Issue
Hi, Our system was setup with a Default Site and a Location site. We only operate in a single site, so would like to remove our Location one and revert to just Default. My idea is to check all our config that has any site specific items and make sure this is correctly represented into Default, and then delete our Location site. Can this be done, and is there any risk of breaking anything ? Any ideas or info would be appreciated. A
Next Page