create log in profile in manageengine without administrator help
Hi Team, I am setting up the Free of the Helpdesk Standard (SLA) , I want Know can we enable new user self log in on manageengine service desk portal for request. i am using manageengine service desk in work-group environment . for example : I am a new user and i don't have log in id of manageengine. can i create my own log in profile in manageengine without administrator help .
NTLM failed redirecting to Login Page
Hello to all, we have experienced the "NTLM failed redirecting to login page" problem in one of our technicians after he added a field in "Search Requester" view. After some tests, we think that is a problem of technician profile. In SSO log you can see this message (we have removed the names of technicians): Could you tell us if there is any solution? Thanks in advance
How do I change the "Allowed to view" option for all users in my DB
Hi, I have over 9000 users in the DB that are linked to a department / Site. I woud like to allow all of them to view all tickets under that site / department. How can I do this in the DB without having to update 9000 users individually from the GUI. thanks, Robert
edit request using rest api
Hi all, I'm not practice about REST API, so I need some help. I'm trying to edit a request using http post method, but I don't know what I'm doing wrong. I created a simple test html form to do this: <html> <head> <title>test</title> </head> <body> <form name="test" action="http://localhost:8080/sdpapi/request/5" method="post"> <input type="hidden" name="TECHNICIAN_KEY" value="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"> <input type="hidden" name="OPERATION_NAME"
Link field options to Request Type
Hello, My organization is currently in the process of revising it's categorization scheme for incident management. As such we are hoping to clearly delineate between 'Incidents' and 'Service Requests' which have had their lines blurred for our technicians. Is there any way to change (or even limit) what a specific field (such as Item) can be set to based on another field (such as Request Type)? For example, we are hoping to disallow the "Item: Initial Configuration" option for "Request
How to reconcile users/requester accounts created via email-based requests and Active Directory import
I'm currently using ServiceDesk Plus version 8.1.0, build 8116. We recently implemented this ticketing system and began capturing all inbound email requests which then automatically opens a service ticket and creates a new user account as necessary. The user accounts created this way appear to be based on the sender's email address. The new user account is created without a domain attribute value and the Login Name is their email address. Otherwise, I have a scheduled import of requesters from
run the ServiceDesk Plus on the Host
Hi, I want to know is there any way to run Service Desk Plus on the Hosts like host excellence? I mean that there are software like Plesk , Parallel Desk and etc. that work based on web and we are able to copy and paste the files on the server and run the server on it. Does Service Desk have this ability or we can just setup it only on Windows and Linux Environment? Best Regards
technician is online ??
Sometimes I have to stop for maintenance. Is there any way to know which technician is online ??
Work log reports
I am looking at how to run a report that will include everyone who added information to the worklog, even if they are not the tech on the issue. I am looking to pull in the following information request number, technician, subject, describtion, requestor name, status, create date, close date and work log
Manage Engine Apporval
I have a service Request Form say for example Asset Request Form. I have created a Main category called Hardware , Software , Iphone, Under hardware I give Laptop , Desktop , mouse , monitor etc , Under software similarly i give categories like Photoshop, Win8 , etc. Is it possible to set approval level in the below scenario. If the main category is hardware and sub category is laptop :- the first approver should be section head , then director then IT Director. If the main category is hardware and
Manage Tickets open on external companies
Hello Everyone, What would be good to manage an external ticket opened with a Internet Service Provider, for example? Supose we received a request telling about no Internet access and we found Internet link is down and an external ticket need to be opened at ISP, how to control/register it? Best, Eduardo
Unchecking Email Notification Box
I am a new user in ME ServiceDesk and I notice every time I create a new incident that I can close at the same time from an on-site request for example, a email notice is going out once for a new created ticket and another one for closing the same incident/request. This feels unnecessary on our users part and for us supporters. A simple uncheck box when creating and closing a ticket to skip the email notification would be helpful. Thanks in advance. Danny
8.1.21 Technicians not populating dropdown list in reports
In the reports module, I am unable to have the Technician list populated in the Advanced Filtering section when attempting to generate a New Custom Report. The Technician drop-down list works in all of the other modules properly. I tried this from multiple computers using IE 8 and Firefox and got the same issue. AFAIK: This feature was working properly prior to upgrading to 8.1.21 Thanks for any insights you can provide, Michael
issue in Change Management Interface
ServiceDesk 8121 How to reproduce this issue. Open any existing Change, open tab Implementation. ALL: Don't do IT !!! If you will click on the 'Description' tab on the 'Work Log Details' section -- you will see NTLM error. Now you will not see any details on the Implementation tab for any Changes. FYI. Support Team, please check and fix. Thanks
Change to Request Screen replace creation date
Hi, I have installed a trial of ServiceDesk MSP. Is there a way of changing the request screen to show open requests by account in order of their last updated date? Currently the request screen shows 'Creation Date' as a column, and they are sorted by this. I think it would be more useful to display the last updated date and sort based on this. Regards Gavin
MS SQL database connection
Hello to all, could anyone tell us where is SQL credentials stored on SDP installation? Thanks in advance
mail server settings
Hi, I am setting up the fee of the Standard Edition for helpdesk SLA , and am having problems with the Mail Server settings. Please find the log [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: MailFetchingTask instantiated. | [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -2| [13:37:21:310]|[02-05-2013]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[27]|:
Move Default Attachment Location
Is it possible to change where attachments are stored? I have seen a few posts relating to this but they are about 2 years old so I am hoping that something has been updated to make this configurable... Many thanks,
not notify ticket in new incident
Hello everyone, I have a problem with Manage Engine ServiceDesk Plus When I create a new incident I do not want to notify users with an email, just create a ticket. in fact I want to choose whether or not the user gets an email for every new incident I create and when closing a ticket. the problem is not due to the email beeing sent but for some cases I create I want to have a box I can unmark so a notification wont be sent. I already tried changing and browsing for a similair setting in ME, but
Edit API responce screen
Hi, I have created several API forms. All are working fine. But as confirmation screen is unfriendly for users. Is there any chance to get rid of this: <operation> <operationstatus>Success</operationstatus> <workorderid>64246</workorderid> <message>Request created successfully with WorkOrderID : 64246</message> </operation> and create custom message? Thanks for any help. Pete
Make Site field mandatory
I need to make the Site field mandatory when a requestor is submitting a request. I went into the templates and it seems that this is the only field that is not able to be made required (There is no pencil icon beside this one). Is there anyway to do this?
Reply from request generates new request
Hi, When I reply to a request it generates a new request, but only when the request is assigned. I have read simular problems in the forum but I cant find a answer. And I have the " Request ID : [##45842##] " in the subject row. Can you please help me with this problem. Kind Regards Robert
Bulk Upload Solutions and Custom Fields
We are evaluating SD+ 8.1 currently and need to know if it is possible to bulk upload Solutions via .csv or some other method. A more complete question would be what modules of SD allow bulk uploading, Asset, CMDB, Solutions, etc? Additionally which modules of SD allow creation of custom fields? Thanks!
System Logs
Hi all, I noticed when upgrading to the latest version of service desk plus that it took quite some time to backup the system logs in the database, when I went into the logs I saw there are some 300,000 entries. Unfortunately the "Delete All" button times out and doesn’t delete any and the maximum I can manually delete through the webpage is 1500. I was wondering if there is a script or anything I can do to purge the logs on the server? Also I should point out that we have no idea what the
Pass Through Authentication Stopped Working
Hello, My service desk Pass Through Authentication was working fine until a few days ago. Every time I try to access Service Desk through Internet Explorer I am prompted for login credentials. When I enter my credentials it fails. After three failed attempts the service desk login screen then appears from where I can log in successfully. IE Version: 9 ServiceDesk Version: 8.1.0 Build 8110 Any help would be greatly appreciated. Thanks.
Restrict Columns Requesters see in Solutions
Is it possible to restrict or change the default columns that requesters see when browsing solutions? I'd like to default to the solution ID, Subject, and number of views.
Table of Translation
Hi, Could you please tell me what is the table for Translation of Service Desk Plus in SQL Server? Best Regards
MS SQL connection on SDP
Hello to all, could anyone tell use where is SQL login credential stored in SDP? Thanks in advance
Error while adding the VMHost.
While I was adding the 2 VMwares to the SDP, I got the error. (192.168.4.33 and 192.168.4.34) Manual test by ping, 443 https port telnet worked on CMD. (also these VMHost servers are added on OpManager without any problem) Thank you in advance.
Updating to 8122?
According to the about screen, the latest SDP version is 8122 however on the website it will only let us upgrade to 8121. Is there a different route to upgrade to 8122? Thanks.
Notes and Work logs in custom report
Hi I am trying to generate a report for a period of time that include the following fields: Request ID Request Type Requester Dept Urgency Impact Priority Category sub-category subject Technician Group All notes with note editor Work Log However, I was able to include all fields except Notes and work logs fields. So would you help me to generate such report Appreciating your support Thanks
Trouble with Spam Filter settings and E-Mail command function
I am trying to set up the e-mail command feature of SDP and having issue with the spam filter not allowing accepting the email command message. Our current Spam Filter in SDP is Match ANY of the folowing (OR) [Rule 1] Subject contains "out of office" or "Undlieverable" [Rule 2] or subject does not contain "[Request ID: ##" The reason we set this up the rule for Out of office and undeliverable was people who had out of office on or were no longer with the company were sending back auto replies or
iPhone App
Any special instructions to use this app. We keep getting the error "authentication failed" and I know we are entering the proper credentials. We use active directory to authenticate so we created local passwords as well just in case but still no luck using build 8017 of SDP
Make tasks searchable
Currently we use tasks on our requests. The only problem we have is when you search for things by keywords and that keyword is in a task then that task is not part of the search results. I would like for there to be a way to search and have tasks included in the results. Thank you Marcus IT Support Manager
MIBs in SDP 8
Hi I'm trying to scan (SNMP) a Big IP f5 load balancer. I've checked that the SNMP agent on f5 is listening at UDP port 161 and I've configured the correct read-only community string in SDP. However, my scan times out. I don't expect a problem with latency between my SDP server and the f5 as there is no firewall in between and the latency is very low (far lower than the 5 sec scan timeout). I read that SDP uses the standard MIBs : MIB-II (RFC 1213) and Printer-MIB Products like f5 have their own
Change DEFAULT Request Template
Hello guys. i am looking for a chance to delete or change the DEFAULT REQUEST Template. I can only create a new REQUEST FORM but i want to set the new created Form as DEFAULT and delete the DEFAULT REQUEST FORM. Any Ideas on that? I am Using 7.5.0 Build 7506. Thanks and RGDS Sebastian
Easy way to link assets to users?
Hi, Is there an easy way to link assets to users during the creation of a request? We find that on the default request screen there the field to search for an user assest and use that for the request but the next time the user creates a request the assest is not in the dropdown of the user. So is there a way to link the two during request creation?
Mail Sending Problem
Our SMTP server is changed and we have configured the servicedesk SMTP with new settings. But while try to send mail getting the below message- "sending notification failed" Below is log- [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error code : 18013| [11:43:15:959]|[01-31-2013]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[37]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED" ERRORMESSAGE="Mail
Technician Notifications
We are using the software to support users on two different domains. We have dedicated technicians that support the users on each domain. Is there a way that I can set it up so that the technicians for domain (1) only receive notifications for users in this group and the technicians dedicated to domain (2) only receive notifications for their group? I do not want them to see requests for each others group.
Migrate from SupportCentrer Plus to ServiceDesk Plus
How can i move from data from SupportCentrer Plus to ServiceDesk Plus. Our company is growing and we feel the need to move to a more uniformed system.
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