[SOLVED] English hint in Self-Service Portal, although everything else is in German
The requester's Self-Service Portal is nicely in German, except for the hint (see attached screenshot). Is there a way that I can have that in German, too? (I'm using 10.0 Build 10003)
ServiceDesk Plus Service Request Workflow Automation
Hello, We are running build 10004. We have imported the manager to the "Reporting To" field of our users. What can we do with it now? 1. "Reporting To" doesn't seem to display on the ticket 2. Under the Service Templates "Workflow Automation" tab it doesn't seem to automatically spring approvals. (Even though the configuration appears to be set to send approvals automatically.) There doesn't seem to be any documentation for Workflow on Service Requests.
Comment left by requester when closing a ticket is not emailed to technician
When a ticket is marked as "Finished" by the technician, the requester can then "Close" it in the Self-Service Portal. He is then asked to enter a comment. The technician then receives an email type "Alert(or Notify) technician by e-mail when requester edit a request.", but this mail does not indicate that the user as closed the ticket, nor does it include the comment the user entered. Am I not using or understanding the system correctly, or is this SDP's fault?
how to integrate manageengine servicedesk plus wth sharepoint 2016
Hello , i would like to know how to integrate Manage Engine Service desk plus with SharePoint 2016 . so when the requester open a request its creates a link in SharePoint + place to save the files. please check the attachment for the example
Self-Service Portal remembers sort order, but not the last filter the user has selected
When a user sorts and filters his request-list, the system rembers the sort-order for the next session, but it doesn't remember the last selected filter and always comes back to "my pending requests". The reason why I find this irritating is a bit more complex: When a ticket is answered and closed at the same time it simply falls out of the list of "my pending requests" and the user does not see it anymore (and, of course, doesn't notice the answer that was added when closing the ticket). So the
users sessions problem
Hello Dears, i have servicedesk version : 10.0 Build 10005 and i monitor users sessions from AaaAccSession and some related table, my problem is AaaAccSession removes its data automatically at 6:18 PM, so can i change this time?
Import from AD - blanks
When doing an import/update of users from AD, what happens in the following Existing user has a 'Reporting To' of 'Manager X' from previous imports AD record changes to where the Manager field is blank SDP processes nightly import Will SDP update the 'Reporting To' field to a blank as shown in AD or will it preserve the previous 'Manager X'?
Asset Register
I need to set up an asset register from an suppliers XLS spreadsheet, is it possible to map the columns into the asset register area?
Help with API Attachments + Powershell
Hi All- For the life of me I can't get attachments into a ticket via API. I can do it with Postman and can create other request with API just not attachments. I keep running into responses that there is no file being upload. Does anyone have a working Powershell example I can check out? Thanks in advance for any help!
Automated notification for Requesters?
I know Automation can be used to trigger messages to Technicians but is there any way of using Automation to send messages to individual requesters?
[SOLVED] Report showing not assigned in certain category
Hi, I'm facing for problem in generating report where some results show not assigned. Kindly advice on this matter.
[SOLVED] API v3 JSON and Powershell
Does anyone know how to give JSON input to the v3 API and have it work? I've been bashing my head against the wall all day. $inputData = @" { "operation": { "details": { "resolution": { "resolutiontext": "Test text here." } } } } "@ $inputData = $inputData | ConvertTo-Json -Depth 50 $postparams = @{OPERATION_NAME='ADD_RESOLUTION';TECHNICIAN_KEY=$apikey;INPUT_DATA=$inputData;FORMAT='JSON'} Invoke-RestMethod -Uri "$URI/api/v3/requests/498420/resolutions" -Method POST -Body $postparams -ContentType
Need a script
Hi, I need a script that will help in creating a new ticket. I have a template for our manager to put in a request when we have a new employee. I need a script that will generate a second ticket to go to a specific technician and auto populate fields with the new employee's name and start date that will be on the first ticket.. Our database is SQL 2012. Thank you
IT analytics in 90 seconds: Complying with project targets
Track your performance against your project targets using the Target vs. Actual Milestone Completion report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
The advantages of tracking knowledge-base usage
Think of how much time you could save using a robust knowledge base repository. End-users could approach the help desk, receive automated solutions tailor-made to suit their needs, and resolve their requests themselves. It would cut down on all the phone calls, and emails that flood your help desk. But is self-service only for end-users? Fact is, your technicians or support agents, can benefit greatly using a knowledge base solution. For instance, let's say, I am assigned a ticket to solve network
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
[SOLVED] Can't restore data from backup
Hello. Can't restore data from backup. Service desk version:10.0 build 10008. Hosted on: CentOS Linux release 7.5.1804 (Core). I want move SD on other server. I backup data and move on other server. When i start restore, process is frozen. I try more time, but everything was the same: https://i.imgur.com/MSzFX4i.png. Can you help me? Thank you.
Export Project Tasks?
I am looking for a way to export Project Tasks to Excel or CSV in order to send to an outside party. Basically, a CSV of the data from /ProjectAction.do?submitaction=ViewProject&fromListView=true&projectid=XX Is there a query I can put in reports to get this list as exportable?
Different template for mail request
Hello, I would like use different template than default template when request is created from mail. Is it possible? Michal
Mail Fetch Crashes when Multiple site related emails are added to original email
We have a number of customers who email multiple group/site emails when they submit tickets to us. This has never been an issue, but we upgraded to 10008 this weekend and now its causing mail fetch to crash. I have to clean the original email from the email box and restart mail collection. We were previously on 9425. This has never been an issue in our system prior and other than upgrading to 10008, we have had no changes to the installation.
Reports on Assets
Dear all, how can I create reports on Assets, e.g. how many request per Asset etc.? Thanks, regards P.
[SOLVED] SSL and week cipher Vulnerabilities detected on the asset explorer agent
We are detecting that the agent is using weak ciphers over port 9000. How do I fix this. SSL Connection: Server Vulnerable to Bar Mitzvah Attack 9000 / tcp unknown (SSL) Instance Data Vulnerable to Bar Mitzvah attack. SSL connection supports the following SSL/TLS RC4 ciphers: RC4-MD5 - SSLv3 RC4-SHA - SSLv3 RC4-MD5 - TLSv1 RC4-SHA - TLSv1 RC4-MD5 - TLSv1.1 RC4-SHA - TLSv1.1 RC4-MD5 - TLSv1.2 RC4-SHA - TLSv1.2
[SOLVED] Cannot login to the web console
Hi, I have a SDP ver 10.0.7 Linux version and now noone of my users include administrator cannot login to the web console. I dont understand what happend. I can send logs if needed.
Deploying Agent using gpmc.msc isn't working.
I've been playing around with deploying the ManageEngineAssetExplorerAgent.msi using group policies. I've followed the instructions on the "Configuration Wizard" page ("Deploying agents through Active Directory") and, when that didn't work, followed the outdated instructions on this YouTube video, which didn't work either. I have the policy set up as described, but limited it to one computer and only my AD login - to prevent accidentally breaking the Internet. A few questions: 1. I stored the ManageEngineAssetExplorerAgent
Projects
How do I auto schedule tasks in the projects module such that in case a date for a specific task changes all the dependents task date changes?
Login default Domain ?
Hi. I have in the login form 3 domain options for the users (AD, Workgroup and Local).Can I select the "AD" as default because the most users are in the AD, and they "don´t know" that they have to select that.Thank You.
Email help
I'm trying to setup the inbound and outbound email for Service Desk Plus. It doesn't matter which user account and password combination I use or which protocol...POP or IMAP, it always fails. One side note...We use a Hybrid Office 365 solution. Thank you
Script to set field on execution of business rule
Hi Guys, I have created a pick list field in the default request template called "Confidential" with only one option "Yes". The field name is UDF_CHAR3 I was wondering if anyone was able to provide a script that would automatically set this field to "YES" upon execution of a business rule that states if the Subject or description of the request contains the word "Confidential". ? We are on build 10005 using MS SQL Many thanks
API to get Attachments for all conversations
Not having much luck getting attachment information for conversations. We have a business requirement that the original request and all conversations, including attachments are sent to a secondary system. I'm currently writing a program to do so. I can get the original attachment but i cannot seem to get any attachments in the conversations.
How to Change Currency?
Please help, I�ve search the forum rooms and the help files but cannot the answer anywhere. I would like to change the default US dollar to British pounds, thanks
Bulk Edit of Tickets
Hello, I need to bulk edit tickets, attached is an image showing the bulk edit screen and I was wondering how I can populate the "Group and Technician" fields on this screen so we can pick from the drop down. Thank You for any help. Jerry
Active Directory Deleted
Hi, Just a quick question we have a number of users who we have deleted from AD. Service Desk is showing the list to remove them but my Service Desk manager asked what happens to the requests previously logged if we delete the requesters from AD? Do the old requests lose the requester details or are they kept but the requester themselves are removed?
Help Me Understand
We use auto assign to round robin some of our tickets, which sounds like a great idea. However, we've noticed some extreme irregularities with it. Let me start by showing you the settings that relate. Here are the auto assign settings: Here are the group settings for one of the groups in question: And finally . . . here are the rather bizarre results (just from today for example): So, six people in the group, and their ticket count: Brian - 4 Andrew - 2 Joe - 3 Mark - 3 Daniel - 1 Michael - 1 Consider
Unapproved Changes
Hi, how does this work? In my start page, it says i have 7 unapproved Changes. But, they are all approved by change manager. Why does it say 7 unapproved? I guess i dont understand the process, anyone having some info about this?
Keywords
Hi All, Can anyone tell me are the keywords associated with solutions case sensitive. i notice in the example it does have one word with a capital letter at the front and the rest of the words all in lower case. I just want to ensure that the solutions are as easy to find as possible and based on experience from users some use capitals and others use all lower case. Thanks in advanced Luke
Custom Login Screen Not displaying after saving from inbuilt designer
Good Morning, This morning i upgraded our instance of SDP to the latest version (10008) and noticed that there was a feature to allow you to customise the login screen using a inbuilt interface. I have done this by modifying a few of the colours and adding a little bit of extra text but left everything else as it is. The preview was displaying the screen exactly as i would like it to display. I have then saved these changes and logged out and now rather than displaying a login screen it just displays
Change Management Roles & Permissions
Folks, This subject continues to confound our organization, and when we talk to support, we start talking in circles. I've asked about this before, but I'll ask about it again: Other than the default role, what role do you assign to change roles? SDP comes with a default set of stages and Change Roles with permissions, but only a single User Role (SDChangeManager), which effectively grants a technician the full permissions to the change management module. (Although if I make a custom role, add the
Tickets not effected with the new sites SLA
Dear Team, I recently have create a new sites in Manage Engine service desk plus version 8.1.0.but when I try to change the ticket priority the ticket not effected with the new priority (SLA) and the due date not changed please help. Thanks
Populate Site to the Incident from Email
Is it possible to get the Requester's site to populate in the request when submitted from email based on what is on the requester's profile? It populates the other user information but the site information is undefined.
Approval not working
Why does when the approver click the link sent by SDP he encounters an error that says the user has no privilege to access the said request? Please see attached screenshot for reference.
Next Page