Asset Import Fails
Hi, My asset import is failing with the following on each entry. 1) For input string: "null" Everything is picking up from the csv. Any help would be appreciated. Thanks Rich
trash archive
Hi, Is there a way we can block a technician to delete a request? Or like a notification in case a request is being trashed? Or we can keep the "trash" without it being deleted after 24 hours? Best, Pieter
Import from the On-Demant to the On-Premise ServiceDesk Plus, issue with Technician data not being correct.
Hello everyone, I put in a ticket to support yesterday about an issue I’m seeing, but I wanted to see if anyone in the community had a similar issue and/or resolution. When I try to import an xls with all request history, after the import a good portion of the tickets are showing as unassigned for the Technician field, and I can’t seem to figure out why this is happening. I’m kind of on a time crunch for the system migration, and I need to have this resolved before the end of the week. Any information
Product Type change in Asset Management in mass?
For a long time our company has been using asset management wrong and i'm trying to clean it up. As such people didn't often care which product type they chose when issuing a PO. For instance our Facilities department would use Building Contractor for everything they did because it sounded closest to facilities. Now i need to clean this up. I have created the new Product Types and want to assign former products to them. Often times we'll order the same thing over and over, so rather than have the
Asset Explorer Agent Install when already using Desktop Central as well as SDP
Hi We have an installation of both Desktop Central and ServiceDesk Plus. The DesktopCentral agent has already been deployed to all computers but do we also need to deploy the AssetExplorer agent as well as our computers have already been detected by SDP? What functionality does the AssetExplorer agent give over the DesktopCentral agent? Thanks.
Technical Report
There is a report or query in which the number of registered technicians and assets is shown in ServiceDesk Plus ??? Thanks and regards
ServiceDesk Plus 9215 Released
Dear Users, SDP 9215 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New feature in 9215 SDF-59858 : Option to use Multi Select field type as additional field/common additional field for Incident and Service Requests. Issues Fixed in 9215 SD-63265: Unable to login through Mobile App (Android/iOS) using AD Authentication. SD-63189: Unwanted data gets appended to the values in some additional fields under notification/reply
Adding quick resolution survey with 1-5 rating in resolution email
Is it possible to add a one line survey embedded in the resolution email that says "Rate us on the service you received" with 1-5 ratings (radio buttons)
Asset tracking
Is there a way to set default site to be a specific site as opposed to "Not associated to any site" We receive all our inventory to one location and it is stored in that location till deployed. If someone doesn't specifically set it to the site it shows up as Not associated to any site
SDP technician calendar visibility to other techs
Hello, Is it possible for technicians to see each others SDP calendars? Current, only SDP admins can see the calendar for other techs. Dan
Asset editing issue persists after update from 9207 to 9214
So we have an interesting issue, that is also being looked at by support (#7412811). We cannot successfully edit non-CI type assets in the Asset nor the CMDB tab. (Attempting results in a Failure error) We cannot modify CI types in the CMDB tab. (i.e. changing a tablet from a workstation CI type to a tablet CI type.When done, nothing happens... no error.) We cannot modify Asset types in the Asset tab. (Also causes a Failure error, which is probably tied to the first issue in this list) When I took
Service Desk field E-Mail Id(s) To Notify
In the Requester Details section of a request, over to the right and just above the Subject field: I have been using this field to include others so that they get updates on the work order. Thinking they would get the same emails as the requester. But that is not what is happening. Can you please direct me to where I should go to see how this works, or perhaps you know, or perhaps it needs configured? Or... maybe it does something other than what I am thinking it would do. Thank you, Darran
Rest API for Requests -reg
Hi, Is any Rest API available to get lists of PRIORITY and STATUS from the Request form? Regards, Kumaresan M
Adding External links
Hello all, I have a department that uses their own helpdesk program which has a link to them directly but I am unable to find where to add such for users. Does anyone know how to add an external link to either the home page or dash board? Thank you
No discussions open often.
No discussions open often.
Question: Can we only import specific users from AD, that are all inside the same OU?
We have merged with a company containing over 100,000 employees. We need to continue using servicedesk, but only for our original 1200 employees. With this new merger, we can no longer target an OU and import only the 1200 users. All employees are in the root of "users" An SD import would bring in all 100,000 employees at this time, and there is no way to get the 1200 users into a separate OU in this company. Is there any way I can specifically target the 1200 users, and import them? (By AD security
Problems With Getting Notifications When a Request is Left Unpicked For a Specific Period of Time
I have tried multiple times to get ServiceDesk to email our group a notification when a request is left unpicked (unassigned) for a specific period of time. First, we set the settings how we wanted them, to notify us after 1 day (24 hours) if left unpicked. That did not work. We then set it to send a notification after 1 minute when left unpicked, but after speaking with technical support, they advised me that you need to put a period of time greater than 5 minutes. I then proceeded to put in 6 minutes.
Question about SDP directory structure
When I create a 'Category', we can see 'Category', 'Subcategory', 'Item'. I have a question, if any Enterprise's directory structure out of SDP limit. How should they overcome this challenge ? Could you share some good idea or experience to me ?
SPAM Filter Sender "does not contain"
WE have SD9.1 and All e-mails getting dropped if we specify more than one domain with the criteria Sender "does not contain". Must be some sort of bug. Any fixes please Thanks & Regards
Import Tickets from old system
Hello, We are evaluating ServiceDesk Plus. Is it possible to import into ServiceDesk Plus the data from our old ticketing system? I can export our current data to CSV files or SQL queries; it currently runs on a MySQL database. Thank you in advance, Josep
Finding the cause for users not syncing from AD
Greetings everyone. I was hoping for help with something that's probably simple. I've noticed that some users throw an error when trying to sync with our AD. I can find out which users are affected, but I can't figure out where to see a description of the actual error. I'm sure there's a log somewhere? Can anybody help?
REST API-How to get requests for specific requester
Team, I am using SD plus API to integrate with my application via REST API. I would need to pull all the incidents and requests raised by specific user via REST API. I don't see any API calls available for this. Please assist. Thanks, Suresh,
Deleting site results in hung processing
Here is what happened. I did an Active Directory import and many new sites were created from OU's. I did not want that, so I deleted the sites. When I deleted the sites, it asked what i wished to do with the requesters associated to those sites. Once I selected my option and clciked OK, a "Processing" box appeared and shortly after the sites were deleted. Then I was attempting to find the proper setting to turn off importing OU's as sites. I tested my settings by performing a new import and all the
Bad performance
Hello, Since 3 weeks ago my ServiceDesk Plus is running very slowly. It sometimes takes up to 25 seconds to load a page. Is there a specific reason for this or could it be anything? I haven't tried anything in the Performance Guide yet, I am not the one respobsible to mess around with that. Just want to make some things clear on a general basis. Like, is there a location where I can find the possible source of this íssue? Thanks in advance! -Davy
Closing request bug
hello, SDP Build 9215 MSSQL IE11 We have templates that have category and subcategory fields disabled so the user only has to pick the particular ITEM. When the technician goes to close the request, gets message Category and Subcategory fields need to have a value. (already populated in the template albeit it disabled.). The bug seems to be SDP+ logic considers a disabled field as unpopulated? Regards,
Updating request via MS SQL functions!
Hi One of our contractors asked us to provide him with some MS SQL functions to update requests using them. I know there's an API and is easier and more reliable. but unfortunately the contractor is not familiar and is not going to get familiar with using the API. I'm already running SQL Server Profiler on the server and keeping track of update queries executed after updating a request. but there are lots of queries executed. Is there anyone else who had worked on this and can help me through?
Add attachment to request with API
Do you have a working example with the parameter attachment ? I tried with : (from the example in the file in this post: https://forums.manageengine.com/topic/zabbix-api#49000007977501) { "operation": { "details": { "requester": "Shawn Adams", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Unable to browse", "priority": "High", "site": "New York", "group": "Network",
Setting up AD import settings
I am working on configuring our SDP environment. I have done a couple AD imports and discovered that it creates a site for each OU in our AD. I would like it not to do this. Where can I find the setting for this. I thought I had found it, but it turns out it wasn't it. Also, does SDP use the last import settings when it is automated? Or is there a specific place I need to go to configure automated settings? Again, i want to avoid SDP creating new sites based on OU's. Thank you, Rob Hawk
Work Log, mandatory
When option ' Work Log ' is chosen as being mandatory, it is impossible to choose the statu 'Resolved' without seeing appearing the message below. (see attachment) We are obliged to fill the 'Add Work Log' before being able to change 'Status '. Suggestion: - If option "Work Log" is not mandatory, allow to the technician to change status in ' Resolved ' and give the choice to him to grab or not a time of resolution. - If option "Work Log" is mandatory, immediately show the fields to enter the time
User and Department Management
Good Afternoon everyone I'm trying to tidy up the departments that are setup within my manage engine database. If I go into Admin tools and look at the departments setup, it's quite a small and limited list. Screen shot shows a snippet of this: If I want to assign an asset to a department, I get a much bigger selection to choose from. I can see it's been based on when a user has been imported from AD, it's pulled them through with their department associated to their site. If the department changes
Same user have trouble to log in with ad autentification
Greatings, We have instaled servicedesk and for same time it worked well. Now many of our user whan trying to open it on web it asq tham for credential. After thay restart browser and try again thay login normaly without asqing tham for password. Any tips to solve this problem or where to look ? Davor
problem
Hi i want to associate an incident to a problem in my version 9.2 in the action list of request tab we do no have associated problem but we have search problem wen i chose this button one windows will open then i can chose associate or new problem. then the incident will add to problem windows but it show under the incident tab also . Why? what is the meaning of associate problem and new problem. more over if i close it in problem tab it still will be stay open under the incident tab. why? in
User cannot select asset
Hi all, I'm trying to open a new incident/request with a user account, but the assets I select don't appear in ticket: 1. I logged with user account 2. I selected "New issue" 3. I clicked on "Asset(s)" field to add assets, I selected some assets and I associated it to ticket (see attach1) 4. Selected assets don't appear in ticket (see attach2) Where I'm wrong? Best regards, Sutot
Adding software to an order
I having an issue in creating an order for some new software licenses we are purchasing. Basically, if in the purchase order i choose software then add a new product type of software, in the drop down for choose software, the software is not listed and i cant add it. If I then go to assets and try to add the software as a standard licence i cant because it doesn't appear on the unmanaged software list. How do I add unmanaged software??
Module provided in the request is not supported
I'm trying to send a post to this url: http://mgfsrv215/sdpapi/change/ with the follow query: TECHNICIAN_KEY = <my key> OPERATION_NAME = "ADD" I'm following this doc: https://www.manageengine.com/products/service-desk/help/adminguide/api/add-change.html But I'm receiving this error {"operation"=>{"result"=>{"status"=>"Failed", "message"=>"Module provided in the request is not supported."}, "name"=>"POST"}} my service desk version is: Version : 9.0 Build 9006 Latest Version : 9.0 Build 9006
Customise Template based on Category/Sub-Category
Hello, I've seen where you can create templates and I see that if you open a New Incident you can select a template from a dropdown list. Is it possible to force a certain template to be used when a certain category and sub-category is selected? Regards, David
Reading The Signs In ServiceDesk Plus
To assist in problem resolution, the ManageEngine Support team might want you to generate a Support File to send over to them for further analysis. The Support File is actually a zip file of all the relevant log files in the ServiceDesk Plus installation folders that monitor the current operation of ServiceDesk Plus and is generated from the Support or Community tab: Whilst you could obviously review the files in the zip, or the actual files on the server, it is actually possible to analyse these
Allow CAB 'Approval' access for changes
By definition which in the image from ServiceDesk Enterprise contradicts itself, the CAB should be and in our use needs Approval ability for change. However the default setting is no approval and no option to check it. How can I enable this?
How to Redirect http:// to https://
Hi, We are Evaluating Appmanger 8 windows version. Right now it is running in both http and https mode. Is there any way if some write http://url in the webbrowser the server will redirect it to https://url Regards Farooq
Use mobile app or 'WeChat Subscription' scan assets ‘bar code’ or 'QR code' to get assets details and status , and raise problem or tickets.
Could you add following features? Workers can use mobile app or 'WeChat Subscription' to scan ‘bar code’ or 'QR code' to get assets details and status (use 'QR code' can get more details), and raise problem or tickets.
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