Feature Rquest
Can I please ask that in future releases that technician and requester email addresses are set to be not case sensitive. This is causing us to miss requests being sent by email. Thank you
ServiceDesk Queries
Hi Team, We have SDP with build 9209 installed on windows server with remote MSSQL database. We have following issues in SDP: 1. SDP integrated with OpManager 12000 build. When alarm comes in OpManager, SD is generating ticket for that threshold breach. But when alarm clears in OpManager, SDP ticket remains open. AutoClosing is not happening. 2. SDP integrated with AppManager 12700 build. For a server if CPU utilization crosses warning threshold, we are getting alarm in Application Manager and corresponding
Query to assign SDAdmin role to the administrator or to a particular user
Hi, I am wondering if you can provide a query similar to the one below, but with the capacity to assign SDAdmin role to an specific user or to the Administrator user. The situation is that a local customer reports that he remove SDAdmin role and now the Administrator does not have the Admin Tab when login to SDP. I need to offer a solution in order that the customer be able to login with admin rights again. I found the below query that may help if you can modify it to assign the SDAdmin role.
[SOLVED] Setting request status via REST interface
I'm working on a pretty cool proof-of-concept with Microsoft Orchestrator and SDP. I'm using the REST interface to get-put information in the tickets. Getting info is no issue, working perfectly. Trying to set the 'Status' of a ticket however is proving difficult. Using the example request below: http://helpdesk/sdpapi/request/23515/?TECHNICIAN_KEY=1799FA64-4414-4A90-BC43-XXXXXXXXXX&OPERATION_NAME=EDIT_REQUEST&INPUT_DATA=<operation><details><parameter><name>status</name><value>Resolved</value></parameter></details></operation>
Request created on-behalf-of
hi, Sorry may be this is a trivial issue but I don't know how to use the on-behalf-of feature. I am working on SDP release 9107 Please can you help regards Antonio
Manage Engine Issues
Hi could you please assist me with the following:- 1. I have assets in the system assigned to users but the asset name is not being displayed in the request details. 2. I would like to add our out of office reply to the notification filer i. The email’s subject will say something like this: Automatic reply: Your request has been logged with Ticket Number ii.
List of Variables
Hi, Is there any KB with all variables that can be used in reply and notification emails? Thanks, Adrian
Request Creation times out by an hour during summer months
Hi, I've generated a query of what time calls are being raised by hour and I'm getting strange results in Summer months. It would appear that British Summer time is not properly applying as calls are raising on average exactly 1 hour earlier for 6 months of the year I've checked the personalise screen and I have a star after my time zone so daylight saving time should be applying? I've seen various articles about this from years ago -https://forums.manageengine.com/topic/time-changes-to-gmt-when-uk-on-british-summer-time-%28bst%29 and
Some kind of trouble with Rich Text Format
Hi there! Great product! Thank you again! While editing an email, solutions or notes everything is shown correctly. As far as the text is saved, the extendend line spacing isn't shown anymore. The well formatted text changes to a compact text block. Especially for emails (MS Outlook, HTML Format allowed) this is not beneficial. Is it possible to change the display mode in sdp, so that text is formatted identically (edit / Display)? And, what could we do to get nice emails in html Format? Currently
unpicked notification not working
Hi Support, I have set up the "Send notification to technician(s) when a request in this group is left unpicked." to 1 hour to send an email to me - but i don't receive any notification and i know there are tickets in the queue - is there something I'm missing? 1) Database: PGSQL 2) Version and Build of ServiceDesk plus you are using:9.1 Build 9100
Cierre de Ticket y evaluación
Buenas Tardes Quisiera saber si es posible que al momento de cerrar un incidente en al aplicación solo llegue un correo de cierre donde se incluya la información : titulo de Ticket Solución del Ticket y el link de evaluación del mismo. Gracia y saludos
Technicians reply to notification email and requesters dont receive the reply
When a ticket is generated in the service desk, it sends notifications to technicians in the assigned group. The technicians will sometimes reply to that notification email and it is not getting to the requesters. In the ticket, the technicians reply is locked and the reply does not get to the requesters.
HTTPS with COMODOR certificate
Hi, I need HTTPS in my helpdesk, but I recieve error encryption (weak-ephemeral-diffie-hellman-public-key-error)I followed the url https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html I need to configure anything else?
Creating vibrant ServiceDesk Plus reports using Analytics Plus
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How to integrate ServiceDesk Plus with Analytics Plus
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ServiceDesk Plus and Active Directory integration
Hello! I am using ServiceDesk Plus version 9.2 build 9209, on Ubuntu Linux . I need to Enable Active Directory Authentication in our ServiceDesk Plus But when i click on "Import Requesters from Active Directory" link, I get message "Active Directory authenticathion is not supported on non-Windows installation". What can I do in this situation? Best regards
Running Reports on multiple browser tabs
Hi, I have a frustrating issue at the moment with running reports on multiple tabs within my browser. If you try to extract data as csv when you have multiple tabs open, the report will not extract the data from the tab you have open and instead will give you the data from the recently opened report. Does this sound like a system issue or a browser issue because it is an accident waiting to happen. Your Version : 9.1 Build 9112 Peter
Improvements to the Dashboard.
This is purely a cosmetic feature, but it would be nice to be able to get more information at a glance from the dashboard. Most people have widescreen monitors these days and it would be nice if you could get more on it. Unless we change the font size, I get 3" voids on either side of the dashboard. Seems a waste of space. I'd like to see more gadgets available to the Techs. Things that show meters (like the SLA meters) for anything from ticket load per tech for example. Thanks Jason
problem Web page only Firefox open
hi afther update to 11 webpage only open in firefox browser
restore a copy
Hello I have ManageEngine ServiceDesk Plus and I need to restore a copy, how can I do that? Thanks
ServiceDesk Plus 9210 Released
Dear Users, SDP 9210 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9210: SD-46251, SD-58815, SD-21277, SD-34788, SD-60147 : Vulnerability in “Keep me signed-in” feature. SD-60086 : Active user sessions not being destroyed/invalidated after a password change. 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,
9209 Update
After Updating to this version (yesterday) we cannot merge tickets. I don't see this addressed in the next two patches. Is anyone else experiencing this?
Problema para eliminar solicitudes de Papelera de Reciclaje
Buen día, Tengo la versión 9.2 Build 9207 de Manage Engine Service Desk Plus. Al querer eliminar las Solicitudes que se encuentran en la Bandeja de Reciclaje me marca error: "Error al eliminar la(s) solicitud(es)" Existe alguna manera de eliminarlas de alguna otra forma? Gracias y saludos.
Training In The UK
Hi All, The company I work for have been using Manage Engine Service Desk Plus for sometime now however it is not been used effectively and we are now wanting to have other departments using the Service Desk for audit reasons as well as making processes a lot smoother. We are also very out of date in terms of a version and on an old server. I was wondering if anyone knows an expert in the UK who would be willing to help and train myself and another college on how to set the Service Desk up to
"Save & Continue" Button badly needed on "Edit" page
Since so many things can interfere/prevent submissions on web pages including pages of text typed. It would be an invaluable feature to have a "Save & Continue" Button on the "Edit" page when editing an SR. It is currently very inefficient to have to click "Update" and re-open the SR when all you want to do is make sure your current work is saved. Please consider this addition.....
Need Report
We need a report (a simple list) which shows the following · Only JLR focal point · Complaints from November 1st 2015 to April 1st 2016 · All tickets/complaints which do not have an attachment uploaded · Only two columns are need, "Complaint Number" & "Attached Item" or whatever names suit you. V.B : 9119 D.B: Postgra
New Task in Home Screen, Group can't be assigned, Task not accessible anymore
Hello Now in build 9208 there is a new problem with the tasks. If I create a new task in the home screen (without linking it to a request) it's not possible to access it anymore after I created it, because it's not possible to choose the support group. Our technicians only have acces to their support groups. I reported a similar problem 10 Nov 2015 but now it is even worse! https://forums.manageengine.com/topic/new-created-task-not-visible-if-owner-isn-t-set Regards, Markus
OPERATION text prefixing e-mail notifications
Just upgraded to 9208 and i noticed e-mail notifications to technicians now contain the word "OPERATION:" at the top of the e-mail. I when in to double-check my notification template and I don't see it on there. My template starts with the "Request" line (see attached image). Has anyone else noticed this?
We can no longer open Service Desk since upgrade to #9209
Since upgrading to Service Desk 9209 we are unable to open Service Desk. Running command prompt as administrator and from the bin folder I am running Run.exe and have a Failed message next to; ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] AdventNetCC
Email Fetching stopped automatically after some time.
Email Fetching stopped automatically after some time. we have also upgrade Build and service pack. but issue still persist.
Turn Emails into Tickets
Hello, Our users are getting very security minded and are constantly forwarding us emails and asking if they are legitimate or safe. We want to track some of these emails to see if we are getting enough to A) block them somehow B) send out notifications to users of a large scale phishing attempt. We don't currently use any mail in functions. Email is configured, but we don't allow users to respond to tickets via email. I would like to have an alias setup say "isitsafe@mydomain.com" that users can
Moving to a new server
Hello- I have a windows 2003 server on the latest release of ServiceDesk, and I have a Windows 2012 server also on the latest release. The 2003 server is on mysql I think- and the 2012 server is on Postgress and 64 bit. I tried many times to backup the data and restore it to the new server- all of them fail. The backup completes fine. The restore completes fine. But the server will not start. I do run.bat so I can see what's up and it says... SQLOne Search [CREATED] AdventNetServiceDesk [CREATED]
Software 'Installed on Date' in reports
SDP v9207 This may have to do with known issue: SD-60646. When I export a report from an installed software that includes the 'Installed On' date, the date appears in timestamp format instead of a date. Example = "1461556800000" instead of "Mon, 25 Apr 2016" It doesn't matter which type is used Excel/PDF/etc. Also, can the installed on date be made available on other reports, and as a field that can be selected when creating a custom report. Thanks!
email notification for tasks - not working
Hi, I'm using the free instance of Service Desk Plus and trying to get emails for various actions. I receive the emails when Requests are created and allocated to me, but when a task is allocated to me I don't receive any emails. I have the following config set up for Tasks: Any help you can give on this is greatly appreciated ..Paul kean
Parent/Child relationship
I am really new to ServiceDesk Plus and am trying to get a handle on how everything works. One feature I thought was available is a parent to child relationship in a request. Not a task or project, but a main ticket with sub tickets pertaining to the main issue. For example, if a ticket is created for an identified issue then other departments call in with the same problem, we want to track each report of the issue as its own ticket but have the relationship of the subsequent tickets be a child.
Flagging items under Configuration Management
Folks, I had previously posted about this, but I didn't see a response so I'll try again: We'd like to use the CMDB in the traditional fashion, which is to say we only want to manage the configuration of certain items, not of everything that is discovered. For example, I have about 600 servers, but not all of them are production servers and not all of them need to be under configuration management? Since they are being populated in the CMDB, is there a tag, a flag, or a state that I can assign to
Is SD+ Dead?!
Choosing HelpDesk Software from the manageengine site now takes you to SDPlus On-Demand! It goes to URL https://www.manageengine.com/products/service-desk/ Which redirects there!
ServiceDesk Plus 9211 Released
Dear Users, SDP 9211 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9211: SD-62895 : Unable to login to application when AD/LDAP authentication is enabled. SD-62896 : Unable to login to android app after upgrading the application server to 9210. 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
Hidden Site
Hi Good Morning I need to hidden the site from request because we have one site in SDP and no need to show site in request do we have an option to remove or hidden site from requests. thank you
How to include my resolution text to default email
Hi, how to edit template or enable somewhere option that if I "Replay to request" > "Resolution" > "my resolution text e.g. how many monitors you need blabla" and select > "Update request status to: Awaiting information from user" then requester also gets email with included my resolution text "how many monitors you need blabla" not just your ticket was edited and link to servicedesk web. Thanks!
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