Embedded hyperlinks in SD+ emails have wrong URL
After a failed upgrade from SD+ 9116, to the next version, we had to re-install SD+, and then restore from back-up. This worked well, and the site is correctly running over https 443, with no change to the config. Thanks to the backup restore :) However, the only glitch is that all of the embedded hyperlinks in the emails sent from SD+ have the URL going to http, when they should be httpS Ex: Wrong: click here for the open your request http://servicedesk.domain.com Correct: click here for the open
como configurar un servidor exchange 2013 en manage engine servidesk plus
Hi. nosotros estamos implementando el service desk plus pero al configurar el correo solo hay dos opciones" tipo de de correo" POP o IMAP y el servidor de correo de la empresa es exchange 2013.. como proceder para que se puedan reportar los incidentes por e-mail.. El correo saliente si funciona pero esta por smtp pto 25 .. como hacer? Diana Camila
Pre-fixing the Subject
Hi Vicky, One of our prospects would like to prefix the subject with the selected category and subcategory. Basically they want the end users to select the category and subcategory and submit the ticket. Is it possible ?? Regards, Shri
Trouble with images in reply emails
Good morning, I am having some trouble with images in Reply emails to service requests. Initially we had everyone put our company logo in their signature, but this seemed to not appear properly in the emails. The workaround we found was to put our company logo in the Reply template so that it will be included in every reply. For the most part this seems to be working. However, if there is an image in the original email that created the ticket, SDP seems to be grabbing that image instead of the one
Adding Request through Service Desk plus API
Hello,, I want to add a code to an aspx button (or normal html button) so when user click on it, it will create a request automatically in Service Desk plus,, I read this link (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add) but I think I need more help.. Thanks
Unable to add tasks to change
I'm using SDP 9203 on Windows Server 2008 with MySQL database. I created a new change. It's currently in the Implementation phase. I'm trying to add a task under the Task Details sections. I've tried to add several tasks, but they are not being saved. Whenever I try to save the task, it says it's been saved successfully, but the tasks are not showing up under the Task Details section. Is this a bug? I'm using Chrome 49. Thanks.
Renamed Server - Unable to launch Service Desk
We had to rename the server ServiceDesk Plus sits on, now we are unable to launch it. Is their a specific tool I can run to recover or do I need to reload it?
Location of fields in request templates
In the form designer, when we add various fields in a template, we place them above the description field. When a Requester uses the template, the Requester sees these fields above the Description field. But when we open these requests at the service desk, these fields are all listed below the Description field. The attachment illustrates the fileds as viewed in the Form Designer and by the Requester. As designed, these fields should be displayed above the Description field when viewed at the service
Duplicate Users Being Created
Hi. We have just set up our ServiceDesk and are using AD authentication with pass-through. We have an LDAP import scheduled everyday. Everything is working correctly, however, we noticed that all of our users have been imported twice - meaning each user is given two separate records. Each of the employee's two records always list the same (correct) information from AD (e.g. phone, email, etc.) aside from the "site" and the "domain." One record will list the site and domain and the duplicate record
After new update in IOS
Service desk plus mobile app error after update to new version as operation could not be completed (NSURLE error domain error -1012)
unable to login or start DB
So i am unable to start my database or log in via a web application. all the firewall settings are correct and the system stopped working while i was on it on one day (remote web application) and the very next day it stopped working on the host computer. Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: C:\ManageEngine\ServiceDesk\bin\..\ Mar 08, 2016 4:41:01 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=9.2},
Did you have to delete your server.xml and use the template server_https?
While upgrading to 9200, both of my servicedesk plus sites wouldn't start and gave SSL errors in both the browser and the serverout0 log. I had to delete the server.xml that was in the tomcat70 directory and copy "server_https.xml" to "server.xml" to get it to work again. Just curious if it was just me.
Urgent new report projects
Good day I still have not received any answer but please, I need your help to generate a report containing the following,: 1) The Database is MSSQL 2) The version is 9.2 the build number 9202 the last version 9.2 the build number 9200 -Project's name -Project description -Project status -Total Percentage of project progress Project-owner -Comments Overall project -Date Expiration of the project -Tasks Project -Description Of the task -Task-owner -Task -status -% Advance task -Date expiration
Change Purchase/Contract Notification Rules
Is there anyway to change the greyed out options below? Thank you! William
Something strange happening regarding Resolution field since recently
I notice something strange happening since recently and I'm not quite sure how this can be. We didn't really change anything in the tool. At least not that we know of that could have caused this. When a Requester raises a ticket the Resolution field gets updated automatically as well by "System", with blank text. In the past this was not the case and it's currently not helping out because how technicians always closed tickets is by clicking Close, then the Resolution tab would open automatically
ManageEngine ServiceDesk Plus 9.0 Migration
Currently I have SD+ running on a windows 2008 server “X”. We have the SD+ database running on a windows 2012 server with MSSQL 2008 “Y”. I have a new windows 2008 server “Z” that I was to move the SD+ software to and still keep the database on “Y”. Do you have the method of doing this without it wiping out historical data in the existing database we already have? Thx, James
Problem with save SLA rules
When edit SLA rules (add new items), part of them didn't save. There is no error message, but items didn't save in SLA rule.
CI Name
I have a question about how people are using the CI Name. If we use the scanning feature in SDP, then the CI name is populated with the machine name + domain name. However, the machine name could be the same for different workstations as they are replaced or upgraded. For instance, we use the userid+workstation type as our machine name (ex. johndoenb). If John Doe gets a new notebook, the new notebook will have the same machine name as the old notebook. I'm just wondering what is the best practice
Crystal Reports
Hoping to get the procedure for linking DB for Crystal Reports. brian.riehle@drs.com
Infinite E-mail Loop
Hello! I have the following problem. We use the SDP and a partner also uses. When we send e-mail to this partner through our SDP, his system responds containing the [ID] request. However, it ends up confusing both systems, because each one has its own [ID], which ends up causing many problems and systems enter an infinite loop of e-mail because notifications. How shall we proceed? Thanks. Translated by Google Translator.
How to edit a table in Servicedesk Plus
Hello, Is it possible to edit the number of rows and columns in an existing table in Servicedesk Plus (e.g. in a solution)? We want to add rows to a table on a solution article, but there does not seem to be an option to do this. Yes we can just delete and re-create the table with the extra rows, but this is very inefficient where there are dozens of rows to re-add. If you press Tab or Enter in a row it simply re-sizes the existing row, not create a new one like it does in other products. Any ideas?
Approval process not enforced
I have a service request template I want to be approved before a technician can work it or it's tasks. The approval IS getting set to the right person. The workflow is set to "Any approver can approve a request, provided the others do not reject" and "Automatically trigger tasks once Service Request got Approved." But a technician can pick up or be assigned the request while the request is still in Pending Approval status. They can even close the task and resolve the request. Ideally I would like
Merge Requester
Hello How can I merge my requesters with the same email address / login name? Currently on Version 9.0 Build 9049. Thanks.
How do I differentiate an Incident from a request in the Service Catalog?
When creating and adding a service in the service catalog what triggers the icon change to show an Incident or Request?
ServiceDesk Plus 9204 Released
Dear Users, SDP 9204 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9204 SD-58911 : 'Mandatory fields' check has been removed for saving the proxy settings details. 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
What is needed to measure time spent on an incident?
Hi, My current SD+ configuration and work style is as follows: - new issues are assigned manually to free technicians by a coordinator - technicians update it's status as the work progresses While trying to measure time spent on identical issues by various technicians I do not have the time the technician actually spent on the issue, besides standard SD+ SLA KPI's. Does this require putting in additional field to the templates and manual clicking the time and date when work has started by the technician
Modify description of request
Hello, ¿Is possible modify description of the request depends of a condition? I have thought create a rule to execute script. I have used the script $C.setDescription("example") but I do not know if it is correct because doesn't work. Any idea? Thanks and regards, Gerardo Cortés
Multiple Task Assign to Selected Technician
Dear Support, Is there a way to assign multiple task to 1 technician. Maybe there's a way like custom menu to enable this functionality. Because it is a very tedious to assign the task 1 by 1. specially if you have more than 10 task in 1 template. in our current set-up there are distribution team that distribute task randomly to all technician. and they are having hard time assigning task one by one to the same technician. Another thing, can we include the email subject on the task view.
Can "department" be set inside a request, and not based on a user AD object property?
It would be easier for us to NOT have to manage users in AD, and force each request they enter to be associated with a particular department. Rather, it would be more beneficial if we were able to assign a new request to a particular department from a dropdown choice, so that a dept head can view all relevant requests based on the request content itself, and not based on who entered the request. Is this possible?
After trying to setup AD Passthrough Authentication (incorrectly) I can't log in at all
Hi All, I tried to setup Passthrough Authentication and after entering the info into the fields nothing now comes up - screenshot below. I realise I entered the computer name & password wrong, but there is no way for me to log in now... Is there a way through the file system I can remove the passthrough authentication and go back to manual credentials? I just get a blank web page now, image below: Thanks!
Unable to open Admin tab, getting an error("You are not authorized to view this page.")
I'm using SDP 9.1, I login using administrator credentials. but when I"m trying to open the Admin tab option I'm getting an error message as "You are not authorized to view this page". Can anyone help me to solve this problem
Integration with Lync
A very good intregration for many compynies would be the possiblity to have integration with lync, This could save time for all technicians by calling the affected user directly from ServiceDesk application if it is for an internal user.
Service Catalogue 3rd tier
Hi, In the Service Catalogue, you can add a Service Category and underneath that - Add Service. We'd like another tier under Add Service - Add Specific Item (template) For example: Service Category - SAP Service - are all the different modules in SAP (MM, PM, FICO, QM, SD, etc) Now we need the specific item layer This would mirror the Category Subcategory Item architecture currently in SDP. ex: Service Category - SAP Service - Sales & Distribution Items - Create New Shipping Route, Create New Sold
Bug - Edit Notes - not working - build 9110
Hi, We are running 9.1 Build 9110. We make use of Notes for internal support team information. Previously - there was an issue with content in < html > tags disappearing when editing notes. Now, if you hit Edit Note - none of the existing note content is loaded in the Edit dialog. Regards, Scott
Print Customizer Service Desk
Hi guys!!! I need to customize my request adding my company logo in print to all requests. It's possible? I'm attaching a picture as example ...The logo can be in any top of the print Sorry by my english mistakes ... I'm brazilian :/ TKS
Date format function removed from build 9203?
I was previously using the TSQL statement below to format the acquisition date but it seems like the FROM_UNIXTIME function is no longer found after I upgraded to build 9203. (dbo.DATE_FORMAT(dbo.FROM_UNIXTIME(resource.ACQUISITIONDATE/1000),'%d-%m-%Y %k:%i'),N'') "Acquisition Date", Can you please provide a way to format the date?
Install Manage engine SDP
Dears I have an issue related to install Manage engine SDP last version 64 bit in windows server 2012 as after installation , the application not started , Also i check java process on Task manager , it's unstable
Requester Conversations - Setting To Have Reply To Send Notification To Email
When a incident request is created, it allows the technician and creator to have conversations through Reply. When the technician replies with questions to the original request, it sends an email to the requestor. Since I do not have ManageEngine open throughout my entire shift, is there a setting to have the answer to the reply notify the technician via email? In other words, unless you have the program open (which is not my main job) and see the red indicator, you have no idea when the person
Using SDP for tracking feature requests and bugs in software
Before I give up and use something like Jira, I was wondering if anyone uses SDP to track feature requests and bugs in software applications? In particular, we have a very active implementation of Dynamics CRM which (especially at the moment) has a very long list of bugs and improvements that need to be tracked. the problem with SDP and this kind of work is that it all gets in the way of regular SDP tickets. these are items that will sit unattended for a long time. Is SDP suited to this, what is
How do you stop reports from being sent out from ServiceDeskPlus
I have a need to stop the standard and custom reports from being e-mailed out. When I try to view the scheduled reports from the filtered options list, none of the reports appear. But the reports are still going out, it looks to be weekly. Thanks
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