request closure by user
Is there a way to give users right to close the request? We want to make the following change in our SD: -tech sets the Resolve status -requester receives a mail (we add a link in resolve-template) with http://sd/CompleteRequest.do?woID=11111 -if he agrees, he clicks this link so the request closes.
UDF Text List not working with API
Hello all, We migrate our Helpdesk for the last version, and something is not working properly. We have a UDF Text with a list items. And I need set this item when inserting a new incidente by the API. I try put the "name of UDF item" or"text1" in the URL but not working :(. What I need put in the URL for this UDF TEXT list Item to set automatically ?
ServiceDesk hangs on startup
I installed SD a few minutes ago. The Progress bar stops at about 90 percent and nothing happens. Yesterday i tried it and wait about 2 hours but nothing happens. Today i installed it again.
notifications auto reply
Hello I want to use notification for auto replying an email request (that is opened without group and category) so i reply to the requester to fill group and category,can you show me how. Thnx
Priority Matrix vs Business Rules
Hello, We have created a priority matrix and selected that technicians may not select or change priority. However, we also have special cases, for exampe, we have a Request Type called "Major Incident" anad we defined that it is mandatory that all major incidents have Priority 1. Likewise, a Request can't have priority 1 and so on. For that matter, we created Business Rules, but they are not working properly. So the question is, to which instruction will the Service Desk Plus give priority, to priority
Auto Assignment not working
I set up a business rule to assign a technician when a ticket is created from a Requester's name. An email arrives and a ticket is created and unassigned. The system will not assign the new ticket. I have enabled the business rule The Request is raised from the same Site as that of the Business Rule ( The site is blank) The request that is coming in matches the criteria of the Business Rule And the option Override the Request values with Business Rule value is checked already! Any thoughts
Different groups, different emails
I've got few support groups, but when SDP+was implemented, we've using only in IT dep, by now, this SD service needs to be implemented to a different departments, such as security. So we've created another email in Exchange 2010 called sb.support2@company.com that is forwarded to it@company.com (primary email in SDP+) I've made some settings in group - screenshot 1.jpg But run into few problems: (when I send email to a sb.support2) 1. No email notification uppon registration\editing\etc.. request
Apply Asset Field to Incident Template
In our environment the majority of our assets are tied to Departments and not Users. We would like to add the Asset field to an Incident Template so that when an Incident Request is entered the user can select the asset associated with the request. Is this possible? I know that after an Incident Ticket is created we can edit an Asset field at the bottom of the ticket summary but I would like to be able to specify the asset at the time of ticket creation. Thanks Scott
API to fill in a Service Catalog
Can I create a request (the request is actually a Service Catalog request) and populate it, specially the User Defined Fields (UDF) from the Service Catalog. As I can see from the configuration wizard there is API for: reqTemplate and UDF Alias Name, does the reqTemplate include Service Catalog template ? Thanks for your help
Technican problems
We originally ran out of licenses and I imported several additional technicians. I now need to make these technicians able to login to the system now that we have purchased additional licenses but it does not appear to be pulling the login and domain from AD when importing (those fields are blank in the requesters tab). I also deleted a technician and need to re-add this user to the system but the account does not appear as a requester when importing from AD
Editor UI toolbar incorporate Zoho enhancements
The editor UI toolbar that is used here in the Zoho forums is far more enhanced than the one in ServiceDesk. It would be nice to use the same toolbar particularly in these areas: Strikethrough Subscript Superscript Font types Font sizes Indent increase/decrease Clear formatting Insert Image - Enhanced capabilities Insert Hyperlink - Ability to choose hyperlink types such as file, ftp, https, http, etc.. Insert Table Insert HTML Insert Code Insert Quote Switch to HTML source view (Note: available
Feature : SDF-46258
In ServiceDesk Plus 8.2, Does it has feature SDF-46258? Thank you.
Reply the email
I have a question about the response e-mail when a person was included in the request. In the so-called System (Service Desk Plus) has an option that when the applicant answer the system will read your answer and apply an action as configured. But when someone has called and copies in this reply the email system is opening another call, how to solve this?
Unassigned Requests - Email notification
Trying to understand on how to get Unassigned Requests email selected Technicians as a notification. Been thought the notifications, and have enabled "Technicians Notifications" and "Alert the following technician(s) by e-mail when a new request is created." But it isn't emailing the selected technicians. SD+ is fetching email via POP.
request by mail problem
when I open a ticket via this email is created but they do not sell set fields. I set the special symbol but the commands are displayed only in the notes
ManageEngine service desk Server fails to start .
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
Asset appear on different remote asset explorer
Hi, Need some verification. I have few remote asset explorer server . Name it as Remote Server A at Site A and Remote Server B at Site B. There is few notebook install using Remote Server A agent. It does report to Remote Server A as expected, but then if the user bring the notebook to Site B. I can see the notebook in the Site B remote asset B. I had confirm that the agent registry is reporting to Remote Server A. Remote Server B is configure to scan at 12pm. Question is how is the asset were discover
DueBy Dates on Incident Template?
Maybe I'm just missing it, but I can't find how to add the DueBy Date field to an Incident Template so the requester can enter it. The only place I see to add that date is to view the request as a technician, click to edit the request and then the DueBy Date shows up. Thanks!
Report - Mac addresses
HI I am wanting to do a report thank includes the machine names and the mac address for each machine name. How can I do this?
Sort by installed in Scanned software
Please add Sort by Installed count on the Scanned software screen. I can sort by any other column.. but not that one. This would make is VERY easy to remove software were the count is "0". Otherwise I'm scrolling through 2300+ rows to remove items that have a 0 count. Soon please.
Email replies to ServiceDesk from Technicians do not register
We've been experiencing an odd issue of late with our ServiceDesk Plus install. When a requester replies to a ServiceDesk email, the server logs the reply correctly. However, if a technician replies to an SD email, nothing shows up in the ticket, nor does the requester get the email. This happens even if the technician is the requester and replying to an email for further information. Since we use ServiceDesk to track all communication regarding a ticket, this gets one-sided quickly and can be problematic
How to report Workstations that do not have a particular software installed.
Need to find a way to report workstations that a particular software is not installed. example: all workstations need timeclock.exe .. want to find workstation out of compliance. Suggests please!
Rights problem
Hello. I've got some problem with technician rights. We try to use tasks. When the request is assigned to one group and the task is assigned to the second group, technicians from the second group cannot view the request the task belongs to if they have permission "All in group & assigned to him[Requests only]". I tried to create the new role, that allows to view requests from all associated sites and add it to technicians but the rights do not seem to sum up. Is there any way to workaround this problem?
Error while starting the server
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
Unassigned Requests - Email notification
Trying to understand how to get email notifications going for the Service Desk team when a new request comes in. What I need to do is to get unassigned requests to go to the Service Desk team that I have created, and hopefully email should flow from there. Thanks
Report - Time Spent by Technician Showing Sum of time Spent
Hi, I think this should be a simple report to produce but I can't find any way of making it work. Simply put I want to see a sum of time spent on cases by technician in a pie chart. However much I try I can only see a count of the cases rather than the time spent. Is it possible? Today is the first time I looked at the reports feature. As an engineer I was hoping to avoid such kind of work. :) Regards, Robert
Reports: Field format changes when saved with Query editor?
We are using SD plus 8.2.0 Build 8212. in Reports, I run a report thats get formatted as expected. When opening the Query editor for making an adjustment to the Query, the Query editor mess up the field format for one particular field. Please note that this happens as soon as I save the Query regardless if I make any Changes or not. I discovered this while trying to modify a specific fields number formatting. This is the Query thats works fine in SD plus as long as I dont re-save it in Query editor
more additional fields in changes and work orders.
we need more additional fields in changes and request item, is possible add more fields in this tables? with 4 date fields in changes it's not enough for us. how we can add more fields, date, text or numeric?
Mailserver - Unrecognized SSL message, plaintext connection?
Hi, I'm having trouble getting an email account to work in SDP. I can get it to work fine in Mozilla Thunderbird so I know the account is ok. It is an IMAP(S) and SMTP(S) account using STARTTLS and Authentication method is Normal Password. In the SDP logs I get... javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? ...I did a search of these forums and couldnt find a similar error anywhere. I tried the workaround I found where if the certificate is selfsigned you run a batch
Windows Server 2012 and MS SQL2012 compatibility
Hi, Is SD+ supported on Win Server 2012 and MSSQL 2012? I don't see this on the System requirments page. Thanks,
Exchange and contacts for different support groups
Hi there, We've using SDP+ and Exchange 2010 server. When SDP was implemented to our system, only IT dep was using it, but, the service desk is such a good solutions, so we've decided to implement it for a tech support, security support etc.. So, the main problem is SDP+ can receive emails only from 1 emailbox: (ex. support@company.com), so for different groups we must create an alias for support@ such as: security@ etc.. But the problem is, in exchange 2010 we can't create an alias that we'll be
Add image to notification mails
Hi, i want to add logo of my company to the mail that the system send. If i enter in a mail module, for a few seconds i see HTML code instead of the body of the mail After these seconds i see the body of the mail Where is the code of these HTML mails?? In which file?? I think that if i add an <img src= ---- >, after i see my logo on that mail Help me Thanks Andrea
SDP Dashboard for Technicians
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Hijri Calendar
Hi i want change main SDP calendar to Hijri Calendar, so How Can i do it ? my Version of SDP is 8.2 Best regards
Can not convert mysql to sql server 2008
Hello admin, I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk.
Is there a way to add custom fields in the projects page
Hello Is there anyway to add custom fields to the projects page so we can filter and run reports on it more efficently? Peter
No Time spent or work log entry on closed Requests or changes
Hi, I am looking for a MSSQL query that would show me what changes and requests were closed (within last quarter) with no time spent or work log entry. If someone could help me, that would be great. A consolidated report would be the best but having this in two (one for changes and one for requests) would work as well. Jamie
Issue with importing requests into ServiceDesk Plus
I have setup a new installation of ServiceDesk Plus. When I import an xls file contain all the requests from our old (not servicedesk) into SD all imports fine except that the Completed Date and Resolved Date, which I have mapped to a closed date do not import correctly. The date that is logged is from the date and time that I imported the requests e.g. yesterday. Is there a fix for this? I have put these dates in the same format that is required when importing the Created Date which imports correctly.
Out of office notifications showing up in requests
Hi, We just started using ServiceDesk Plus. We noticed that if someone has their "Out of Office" notification enabled in their email in Outlook it is showing up in the requests. Is there a way to stop getting these?
Work Log Additional Fields & Customization
Definition of additional work log fields (and customization to determine which of default fields are shown/hidden). Custom fields customers may wish to define are, "Cost Center", "Account Coding", etc.
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