Sending notification failed
Dear All, May I know the problem why i am receiving "Sending notification failed" error and can't reply the requester? Thank you! Hope to hear from you all! Thank you very much!! Best regards, Jei
[Feature][Request] Custom trigger script when there is a new mail reply
Hello, At first, I'm sorry if this is bothering you. But I have searched in many place for this feature in SDP. I only found out that there's a feature ID (SDF-61718) may relate to this. I think this is a very important feature that many company need it. Just wonder when will this be released . Or better, does anyone know some workaround out there for this? Thanks a lot for those who read this :) . Cheers
CustomScripts
Hello, I can not get my ServiceDesk\custom\scripts\CustomScripts.js file loaded in the views. Can you help me? (It works on Linux)
Importing from Active Directory
Attempting to import from Active Directory. Only 16 records are being imported from over 100 in the Organization Unit that is selected.
Chrome complete page load in 30 seconds
With browser Google Chrome the main page is completly opened after 30 seconds and if open the console of the browser I see the following advise: thirdparty.js:5 [Deprecation] Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. For more help, check https://xhr.spec.whatwg.org/. send @ thirdparty.js:5 :8081/commFrame.do Failed to load resource: net::ERR_CONNECTION_TIMED_OUT The server is published on port 443 and I haven't any
SQL 2014 problems
greetings, im having problems installing Service Desk Plus with SQL 2014 is compactible with this DB? because i install the native client 11, and comand line 11 but in the moment whent i test to conect to the Instance show "Loggin failed" i need to install some native client specific?
SMB v1
So SMB v1 is being disabled all over the globe due to the WannaCry Malware. I have seen reports on other forums that this breaks Active Directory PassThrough authentication for ServiceDesk Plus when disabled on domain controllers. We are on the edge of disabling SMB v1. Would someone please confirm this issue, what else is going to break and if/when a fix is forth coming if there are issues? Thanks!
Survey Notifications?
Is there a way now or can there be in a future release, a way to get a notifications to "X" group of users when a survey has a value below a set-able threshold? So If the rating is 4 or less, send and email with the survey info to Bob, Steve, Bob, and Ted? This would allow robust followup for the managers or supervisors to address any issues immediately. I know a large survey enhancement is close (any hints when?). Was just wondering if something like this was in there or could be added. Thanks David
Creating a custom incident template
Hi, Is it possible to create a template that is not pre-populated with fields and email reply options? I know we can edit existing templates and add fields but there is not enough space in the template to add all the fields I need. I'm trying to recreate a form our sales team use. I need more empty spaces essentially! Is this possible? Appreciate any response!
See technicians working on a ticket
Now, I may have missed something, either by changing a setting or a with a new release. But, we used to be able to see if any technicians were viewing a ticket and pop ups appeared when an other technician made amendments to a ticket whilst you were viewing. What has happened to this feature, we no longer seem to have this?
Update Technichian (Associate Site and Group)
Dear all, I'm Using porgressql and i need to help the query to update Technichian to associate site and group. ex: We have 100 Site and 50 Technichian,5 support group, our workflow is only the people in a group with a specified site can populate in request template, and the prolem is my company change the technichian with the site everyweek, and we can't take 1 or 2 hour every week to update it,so any tool ,api or something to help up update it ? Thanks.
Approval Status and multiple approvals
I am concerned with the approvals process for a request - we have a situation where a ticket requires multiple approvals from the same person to approve progression through each stage of the resolution process. (or in fact, multiple approvals at all) I can see that I have sent an approval and that the approval was given, but there is no information visible about the message that was sent (even the subject line). Even if this information is not visible from the "Approvals" tab, it would be good
Additional Fields cant be bulk updated
Just recently when we go to bulk edit tickets, a message saying that the additional fields for selected service requests will not be updated. we have a template tat has a lot of updated fields and invariably needs to be edited. We had not seen this error before. Is this something with the update (9306) or is this something else?
Error message
Hi, I keep getting the error message which appears in the image attached. I’m using the latest version of Chrome on windows 8.1. Java is 1.6 after switching from 1.8 On the server side, Service desk is installed on a windows 2018 R2 . Version of ManageEngine is 9.0 Build 9020 I attach the support file Thanks David
Remote MSSQL Restore of build 9000 fails
Hi there, Currently trying to restore a botched update of ServiceDesk. MS SQL (2012) runs on a separate server than ServiceDesk. I've been using this for reference: http://www.manageengine.com/products/service-desk/upgradefailure.html I ended up uninstalling ServiceDesk, renaming the old directory and then reinstalling another 9000 build using the package from here: http://archives.manageengine.com/service-desk/9.0/ Once a fresh build was installed, pointing to the MS SQL server, I then stopped
ServiceDesk Plus 9310 Released
Dear Users, SDP 9310 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Issues Fixed in 9310
SD-65898: Single Sign on does not work if we disable SMBv1 protocol in domain controller.
Behavior Change in 9310
SD-66938: Expiry time format for STATE_COOKIE is changed from session to seconds(60sec).
SD-66934: The "keep me signed in" option in the Login page is to be kept unchecked by default.
Please refer to
Accurate Time Reporting
Good day, Time reporting in SDP is still very immature. I have operating hours configured but we have different operating hours on Fridays. I know that ME is currently working on different operating hours for different days, what is the progress on this? Secondly, I have holidays configured. My problem is this, Holidays are not calculated properly, We recently had a Friday and the following Monday as a public holiday. When calculating the time taken before a response was sent, it is clear that
Chat
Hi, Can users and technnicians open live chat sessions within SDP ? If yes, is it possible to assign technicians to users on a per group basis ? If no, is this feature in your roadmap ? Thanks for your reply.
Responding to multiple tickets at once
I am hoping someone can help with this. Sometimes situations come up where an incident will generate a large number of tickets. As you know, dealing with one ticket requires filling out a number of fields, etc as well as (sometimes) replying to the user. This becomes a very large task if a large number of tickets are generated for the same issue. We would like to be able to merge all of the tickets into 1 ticket, and then fill in the various fields and reply to the user... once. If all the data
ServiceDesk Plus 9311 Released
Dear Users, SDP 9311 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9311 SD-67015: In SSO enabled environment, technicians are not able to access API after upgrading to 9310. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Better, Richer SDP e-mails than what Rich Text and Plain Text can do....
I'd like to be able to have something better than the Rich Text or Plain Text options when SDP sends a response to the user who opens a ticket, when a ticket is closed, etc. I feel that the current way is unprofessional. I'd like to be able to add images, colors, and other formatting that will spruce up the automated templates that are sent out. If this isn't currently possible, is something like this in the works to bring it to us in a future release? Thanks...
Drop Down Menu
Hi! Is there a way to create a drop down menu on the main requests page for columns other than Group and Category? We would like to sort our requests more easily and if we could have a drop down menu available on this main page, it would make our jobs significantly easier and more efficient. Thanks! Kelley
Assets Home page
I think the Assets page (/InventoryHome.do) could use a little upgrade. The first thing you get to see is "Scan Summary". The scan is a means to inventory the assets but is, in my opinion, less important than the assets themselves. So this information should be at the bottom of the page, below the "Asset Status" block. Also, it would be great to add the Asset Dashboards to this page, to have a quick overview of assets. Attached is a draft picture of my suggestions.
running reports ERROR
Hello. When I try to run a report I get the following error: we are sorry. The report can not be run, since a report generation is already running for this logon. Because of that I can not make new reports. I have closed the session and rebooted machine. Is there any way to cancel this report generation?
purchase request for requesters
Hi, Is it possible to give requesters access to the purchase request modul ? And, is it possible to automatic create a PR from a service request that is created from a request catalog ? Thanks in advance!
Projects Custom fields
Is there any way to do a custom fields in the projects module? Thanks~
Replies to requests disappearing when 'Send' button clicked
Hi For a while the occaional reply to a request has been disappearing down a blackhole. I reply, the reply window closes as normal, the browser window the request is open in refreshes as normal, but there is no reply added to the conversation, and no email is sent out to the recipient. If you then do exactly the same thing again the reply sticks & the email is sent. Today I have had to make every reply twice. The first one disappears, the second one works. I have restarted the server - No improvement.
ManageEngine Servicedesk Agent
Hello, Does the ManageEngine Servicedesk Agent work on all types of Operating systems?
Unable to send email from ServiceDesk Plus (unable to find valid certification path to requested target)
Hi, Getting errors while trying to send email notifications. The account used is an Office 365 account and confirmed both username and password are correct Logs are in the attached txt file I have also tried to perform the steps in the below link https://forums.manageengine.com/topic/could-not-find-valid-certification-path-to-requested-target Does not seem to work, perhaps it only allows to mail fetcing? Regards, Toh Chun Zheng
Request Catalog
Hi, I have problem with Request Catalog. when I create a request Catalog with workflow the notifications for Supervisor , They are Received the junk box instead of entering to the inbox. Kind Regards Edson Silva
Eport information of Requester
Dear All, Can I export information of Requester: LoginName, Password on old instance to import into new instance. If yes. Could you please give me the script to execute? Regards, NAM.
Stop reports from old manager
One of our management team had created some daily reports in ServiceDesk Plus for himself. He has since left, and we recently disabled his email and now his reports are bouncing back to the helpdesk email account. I've looked though and been unable to find the report to delete it. I have a similar issue with Desktop Central, but will open another question in that forum as well. Any help is appreciated.
Quick Create customization
I am trying to make it possible to utilize the quick create - new incident function for my team. I was curious if it is possible to customize the options on here? I would like to add the option to add technician and maybe a few other drop downs if possible
iOS Tasks Error
Hello Help Desk, Attached is an error message we receive when trying to view tasks from the iOS application. We used to be able to view these, but now we get this error. We've tried the following troubleshooting steps: Restored the iPhone. Deleting and reinstalling the app. We're on build 9307. Thank you!
Does anyone use the calendar in SDP to indicate who is on call?
(Edited this post) Hey all, I'd like to use the calendar in SDP to create one week blocks indicated on-call. I understand you can set leave types via the Schedule tab. I created a custom "Leave Type" called On-Call and have been using it for the past couple of months. This is sloppy, however, since it is technically a "leave type" and not a purely informational field. My feature request is this: I'd like the ability to add a purely informational "Leave Type" or status which doesn't
Delete a technician email - Service Desk Plus
Is it possible to delete a technician email from a conversation thread in Service Desk Plus? We have a case where a technician replied to a user from within ServiceDesk with content of a confidential nature, and we need to delete the email so that other technicians are not able to view the content. I know that we can delete an email from a user, however it we only have options to resend or forward emails sent from a technician. Any assistance would be appreciated. Regards, Kylie Ware
ServiceDesk Plus 9309 Released
Dear Users, SDP 9309 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9309: SD-66745: Subject of a Request gets hidden in the reply window, if the sender's e-mail Id is configured to a support group and the Request is assigned to a Technician in that Support group. SD-65802: Resurfacing of this issue in 9308 (which was fixed in 9305), Automatic status change configured based on Request Status Scheduler
Can the ability to add attachments to a purchase request be added?
We need the ability to add attachments to purchase requests in order to include quotes in the request. This would allow the technicians to request purchases totally within SDP and not have to email quotes externally. Thanks Steve
General Document Storage
Is there s good location to store general docs and spreadsheets that contain company policy, training documentation or other important info that is not specific to a ticket and or request?
approver's name & email
Hello. please help. I need to include in this query the email address and the name of the approver of each of the requests. SELECT "wo"."WORKORDERID" AS "ID de la solicitud", "rtdef"."NAME" AS "Tipo de solicitud", "cd"."CATEGORYNAME" AS "Categoría", "scd"."NAME" AS "Subcategoría", "wotodesc"."FULLDESCRIPTION" AS "Descripción", "appStDef"."STATUSNAME" AS "Estado de la aprobación" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderToDescription" "wotodesc" ON "wo"."WORKORDERID"="wotodesc"."WORKORDERID"
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