SMTP setting with Office365
Hello, Can anyone assist with the Outgoing mail settings of ServiceDeskPlus to connect to an Office365 mailbox? I've tried to send notification after entering the settings below but their settings are not working. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: ServiceDesk Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email
Approval in same stage.
Dear Support team, Since we start using ServiceDesk Plus we were able to record approvals on SR by clicking on Submit Approval button from action menu and we were having multiple approvals recorded in same request and in same stage, recently we discovered that the approval screen is not accessible if the SR had been approved by one person followed by the message as showing below,: Note: We are using free version of SDP. Kindly advise. Thanks with regards,
Backup failes
Hi, I've setup a backup schedule, but backup is failing 'File not found' and I'm getting the below email. I've set everyone read and write permission on the backup folder. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com Error Message java.io.IOException:
Asset Explorer for MAC
It would be great if there was an asset explorer for MAC.
script to stop form submission base on requester email or department
hello, i have created few templates and some of them are not suppose to use for some particular department or group of users, can you please help me with javascript to implement this function, I expected it will be Field and Form Rules and on form submit base on some condition it will prevent submission thank you ! Tai
More editable fields in the request list
It would be incredibly useful to be able to make edits to any field in the request list, not just the assigned to. Ideally including custom fields - that way much of the data entry for tickets could be done without having to navigate around the form. This could be optional per field, so as not to overly bloat the size of the page, though we would probably have almost every one of them editable.
running SDP on IE 11
Could you please confirm if IE 11 is still supported browser for SDP? We are having continuous problems when opening SDP in IE11 e.g. when replying from ticket to the end-user the message is not sent nor saved in the ticket, sometimes SSO pass-through doesn't work and we need to open the browser once again to get the user authenticated or finally SDP throwing "server errors" pages. In such cases emptying Temporary Internet Files helps, but for a very short time. Additional comment: users working
Error on Changing Template for New Ticket
We are getting an error when trying to update the template of a new ticket received. 1. Ticket Received via email 2. Tech opens the ticket in SDP, clicks on global Edit, then change the template from "Default" to another template. 3. SDP throws the error below. However we use the template for some business rules and it is working fine. It also works fine if the template is changed for older tickets (ticket already edited, saved, then edited again to change template.
Service desk fails to start
Hello, I'm on version 9.020 and after a failed attempt to apply a service pack I tried to restart the server. The process seems to be stuck at about 85 % when starting the application layer and this is the screen I get : I followed some of the advice in the forum and when trying to start from the command line using the run.bat I get the following screen. Can anybody help ? I'm completely stuck . TNX
Automated closure via business rule
Hallo, How can I close a request via a business rules, when the request closing rule "add work log" is active?
API via curl not populating fields
When I create a ticket with the curl command curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=<TECH_KEY> --data-urlencode INPUT_DATA@new_request.xml the request ticket is created but the only field that is populated is the Technician. None of the other fields are being populated. Is there a problem with the XML? <operation> <details> <parameter> <name>requesttemplate</name> <value>Infrastructure Operations</value> </parameter>
Add Request Curl Example
I am trying to use curl to call the ADD_REQUEST operation. I have tried a couple of different formats to express the request but have not been successful. Do you have any examples using curl to create a new Service Request Ticket? If I use this command: curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=9336CB2B-AE7B-481B-BDA1-5356C6449F23 --data INPUT_DATA@request.xml I get the result <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response>
Multiline Additonal Fields
Hi I've created a template and I want the email from that template pulling information directly from the ticket. One of the fields is a multiline line I've added as an additional field. When I type in the field I'm able to include a space between each line however, when this field is pulled in to the email template is pulls all of the lines of text in as one paragraph. It would be great if it keep the space between the sentences in the email template. John Williams Example Additional Field: Line
Service Catalog - SLA
Hi, We set SLA to Service Catalog, our operational hours are from 8:00 am to 17:30 pm. But if the service was created pass 17:30 the clock still counting, and the technician received the alert. And it is out of operational hours, I attached the error. With the incident templates the Clock is counting correctly only the operational hours. How can we set that SLA only count the operational hours?
Query assistance - Technician Support Groups
Hi Can I please get assistance in a query containing Technician, Support Groups and Reporting To fields. Thank you in advance
Field & Form Rules: How to check, if a date field is blank/not set?
Hi Forum, Am trying to do the following in a change template: When the change is set to closed and the SCHEDULEDENDTIME is not set, set it to current date and time. Got a "On Form Submit" rule with "On create/edit", condition "Status" is any of the "closed>>closed..." with the following script: var x=$CS.getValue("SCHEDULEDENDTIME"); if(x === "") { $CS.setValue("SCHEDULEDENDTIME",new Date()); } It doesn't work :-( Just setting the date without the IF works, but I only want to set it, if it's
Status exceeding threshold - report
Hi all I am wanting to setup reports to flag tickets that have exceeded certain thresholds e.g. Any tickets with the status "Pending User Response" longer than 3 days. Unfortunately I cannot see a way to so this. What criteria would I use to set this up? For the time being, I have managed to get by (refer to attached) however I cannot automate this report as I need to stipulate a fixed date every time. Any suggestions are welcome. Many thanks, Graeme
Session timeouts and random issues in Requester / Technician login's
As around 20 to 30 customers have so far reported these issues, I am just moving this to a new forum post where updates on this issue can be easily tracked. As on 9th May Hi, In the past week we have seen customers report this kind of issue in their environments. The reported places include, Unable to create requests from a requester login. Trying to fill the form after refreshing works. Unable to reply to a request Unable to add notes Unable to edit a request and a few other places as well. In
ServiceDesk Plus 9313 Released
Dear Users, SDP 9313 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9313: SD-67431: In SSO enabled environments, owing to the POST data loss, web form data doesn't get submitted while creating or editing a request and form resets. Similarly, replies sent via email are not sent; in some cases resolutions, notes, and worklogs are not getting saved too. SD-66780: Following issues have been fixed in the
ServiceDesk Plus 9312 Released
Dear Users, SDP 9312 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9312: SD-67331: Unable to submit post data in IE when the SSO and Keep me signed in options are enabled. SD-66364: Vulnerability while adding CI in CMDB API. Behavior change in 9312 In an SSO-enabled environment, the Keep me signed in option will be unavailable. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
SLA's still not working properly
Has anyone solved the problem of SLA's not being automatically assigned when an action is taken? Example: Email comes in from customer and generates a request with an SLA of 20 minutes. The first line team have 20 minutes to resolve the issue then it is passed to the second line team who have 40 minutes to complete their work. I have set up a business rule that should change the SLA to the second line SLA when the group is changed to "second line" but the rule does not work. I have to go into the
Spam filter not working consistently
Hi all, On occasion I am noticing requests being generated by internal email. I have set up various rules and included the email address and subjects but still SDP creates requests instead of dropping them. Is there a fix? Thanks
JSONP Calls on ServiceDesk Plus?
Hello, We have ManageEngine Service Desk Plus v 9.0 Build 9030. Does it support jsonp calls? (Similar to this thread for ServiceCenter: https://forums.manageengine.com/topic/using-api-from-another-domain) I would like to query it via REST API from another domain. What is the best approach? Thanks in advance.
Error Notificate: Sending notification failed
I send email by servicedesk portal, but when I click the Send button, I got e message: Sending notification failed. I’s using gmail for portal site. Please check the attached and support me how to fix it? Regards. License Info License Type = Registered Product = Standard @Name = administrator@ @Mobile Number = @ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9312@ @32 / 64 bit installation = 64@ @Logged in users = 7@ @Zone = Asia/Bangkok@
Add Attachments to Ticket Notifications
I would like to see attachments that are submitted be added to tickets notifications for techs that do not have direct access to service desk to check the attachment. This feature can be administratively added by adding a checkbox to the notifications tab to attach the attachment to the notifications. This will help technicians who need this information while not at work or at their desk where easy access is available.
Installed a new SSL Certificate on Exchange Server and now email won't pick up in Service Desk
We updated our SSL Certificate on our Exchange Server (2013) and now we are getting errors in ManageEngine on trying to pick up mail. I've tried all sorts of things and I'm still stumped. When I look at the error logs I see that the connection gets dropped during the handshake phase. Everything I'm finding is pointing me towards TLS1.1 vs TLS1.2 and changing those option in Java 7. I've tried that and haven't had a lot of luck getting that working. Below is a snippet of the error I'm getting when
Changing IT Asset to Non IT Asset
Is it possible to change a workstation from an IT Asset to a Non IT Asset other than deleting and recreating?
Reminders
Hi, We have some requests that need to be finalized after 3 months. Is there any reminder function on the IT Service Desk ? I know you can resolve a request and set a status change date, or tasks (we dont use)....but is there any other method ? Just for context we process temporary access for some users and don't want to close the request until we have removed the temporary access, so we've looked at a dedicated support queue etc. but just thought if anyone else had any ideas. A
Duplicate Technician
When I am assigning a request my name shows twice in the technician drop down, both as Eric Griswold and as Griswold, Eric. When I go to the technician list in configuration wizard only Griswold, Eric shows. How can i remove the other "phantom" technician Eric Griswold? We have 38 technicians in the technician list, but the dropdown shows 39 as it includes Eric Griswold. Any ideas would be appreciated. I can only assume there is conflict logic somewhere but I have looked everywhere with no luck.
How to have different operation working hour for the same site
Hello Support team, I don't know how to configure this requirement Conditions: - Have site A-Regional - Have IT support Group works 09am-18pm, Mon-Fri only. Seres all requester on A-Regional - Have Urgent Support team works 24/7 around the clock. Serves all requester on A-Regional Question: - How to configure operation hour for each of them on Servicedesk Plus? Regards Eric
Requesters are not allowed to use the "Search Requester List"
Anyone else notice this and feel it should be there? I've pointed this out to ManageEngine, and they indicated that this was left out by design. Am I the only one who feels that it should be there? Do we honestly expect our users to manually type email addresses (only addresses, not friendly common names either) in the notify CC field? I'm puzzled as to why they felt it was a good design idea to leave this out.
SDP change custom triggers, without the matching conditions I need
SDP changes the conditions in the custom triggers. I need the phase of this field and how to increase it。Jiqiu
REST API with JSON?
HI! I am wondering if / when the REST API for Service Desk will accept requests in JSON instead of XML? https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html I'm looking at being able to create new requests automatically from a Workflow in SharePoint, and SharePoint web service calls send request data in JSON. Thank you!
list of technician by site
how can get the list of technician by site and by group
Adding exchange email account under mail server setting in Service Desk Plus
Hi. I have problem when i tried to add exchange mail account under INCOMING tab in mail server setting. I put server name as : mail.company.com username: servicedesk@company.com password: password E-mail address: servicedesk@company.com E-mail type: POP Port : 110 Fetch email every : 1 minutes But, then after i clicked on Save button, the error message appears: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server. Weirdly, under OUTGOING
support for javascript
Hello, I have design a template for Incident report, in which I create a custom field called affteced service allows end user to choose from drop down list name of service and base on what user has chose subcategory will change accordingly, because list contain a lot of item so I would like to ask your support for a Javascript which can help me execute that when end user select a service from affected service field, the subcategory will change (set) accordingly thank you ! eg: Affected service: Active
Requester cannot change status of a request
Hello, I have question, I have create template for requester to make request, but when request submitted requester cannot change request status. in status field, I have allowed requester able to change request status thank you ! Brgds, Tài
No license key detected on scanned software?
Hi, We're having problem in managing our software licenses. We cannot allocate our software licenses to installed software because of no license key detected by the scan. All license key are empty, except for installed Windows 7 pro license keys. Our workstations mostly using Windows 7 Pro 64 bit, while some windows 8.1 pro 64. Our ME SDP is the latest 9.1 build 9112
Incident Template Scripting
I just noticed scriptng now exists, but I am having a problem. I would like to change a dropdown list when another dropdown list value changes. Is this even possible and what am I missing, here is what I got: I am applying and On Field Change to all users Execute on create/edit Event" On Field Change and Office is the field Condition Office is not "Corporate" Action Execute Script $CS.addOptions("WorkOrder_Fields_UDF_CHAR6",["Cashier","Account Manager","Collector","Utility","Collections Manager","Assistant
Raising service requests via email commands
Hi, Is it possible to raise a service request via email commands? Currently, i can use a command to change the 'request type' to Service request, but this doesn't change the ticket as a whole still being an incident (evidence of this is the little incident icon, the fact i can 'convert to service request', and it doesn't appear in reportage for service requests) If this is not possible, is this on your roadmap to provide? In the meantime, i have been trying to think of alternatives; 1. Can i create
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