congé technicien/technician vacation
bonjour, Dans ma société les techniciens reçoivent les demandes de ServiceDesk+ chacun leur tour. Ma question est la suivante ,si un technicien pars en vacances comment faire pour le retirer puis le remettre dans le groupement à sont retour? d'avance merci ----------------------------------------------------------------------------------------- hello, My company technicians receive applications ServiceDesk + each turn. My question is, if a technician going on vacation how to remove and then put
Up gradation Process from 9.0 Build 9040 to 9.2 Build 9219
Dear Team, I have implemented 9.0 Build 9040 on RHEL 5.4 machine and now i want to upgrade with latest build release 9219. It is possible to upgrade from 9.0 to 9.2 because 9.2 has required minimum RHEL 7.2 and above version OS for deployment? Please share the upgradation steps from 9.0 to 9.2 without OS upgradation.
Self-Service Portal
Hello everyone! I am wanting to inquire into everyone's methods for dealing with incident request that are raised via email. As of now our help desk is receiving emails from users that are devoid of a lot of details in regards to their incident. So, our help desk personal need to touch each request, contact the users via phone or email, and then update the ticket with the relevant information needed for the technicians. Unfortunately, not every user can be reached, and the techs do not always update
Script to close incident
Hello, Sorry if this has been discussed before. I am looking for a script to close an incident after it's created. Basically I want to close the ticket after the tech creates the ticket to speed up the process.
How to display the notification icon for the requester?
Dear How to display the notification icon for the requester?
Can i customize 'quick create' menu in Service Desk Plus?
Can i customize 'quick create' menu in Service Desk Plus? I'd like to add the "Technician" assignment and "Category" to the Quick Create menu. Thanks!
Sorry an error has occured !
Hi.. I have this message when i try to read a request. I think it's a problem with database. How can I restor it? Thank you for your help!
Error after update to 9218.
Hi everyone! When we open a new incident using a customized state, the data are discarded and are sent to visualization screen with a blank error message. Someone is going through it ?
FCR Automatic Mode
Hello, I would like to know how to turn on and configure FCR (fist contact resolution). We are using version 9.2 Build 9218 Any of the articles I've seen about it seem to reference older versions? Thanks!
Incident report with history
Can someone please help me create a query report to show the history on incident reports based on who made the updates?
Service Desk Server in a DMZ
We are trying to setup our Service Desk server in our DMZ area to enable external access. Has anyone else done this? Any suggestions? Can this be done with a read only domain controller?
iOS ServiceDesk Plus app issue
I have the SDP iOS app and cannot view any requests. I get logged into the app and receive an error "Error - Mandatory element 'account' not found". When I press 'OK' and get beyond the error, the 'My Open and Unassigned Requests' tab shows 'No Request Found' and does not update at any time to show my current workload. This is a real problem as I'd have a ton of use when using out in the field. Safari doesn't even load the webapp correctly, and using a different browser I can get connected to the
Automating Reports
We've created a report that will produce information about service tickets and changes made between two dates. As it stands right now we want to automate this so it can be run automatically with a rolling week. So for example we were to run it today (7/5) we would get the report as if it ran with a start time of 6/28/2016 00:00 and an end time of 7/5/2016 00:00. Is there a way to do this? Thanks.
Manage Engine apps on a Windows 2008 R2 server
We currently run Servicedesk Plus, ADManager Plus, ADSelfService Plus, Project Management, Change Management and Service Catalog on a Windows 2003 32-bit server. We would like to upgrade it to Windows 2008 R2. Manage Engine website shows Windows 2008 ir supported for Servicedesk Plus but no mention of Windows 2008 R2. Are these apps supported on a Windows 2008 R2 64-bit server?
Patches failing to download
Hello I am seeing a portion of the patches I need not being downloaded - most download successfully, but there are quite a few that fail. When I download them manually, however, by clicking on the link in the Patch ID window, I am able to download them to my computer. Please advise.
Is there a "Make ALL Conversations Public" option for SD Plus?
Hello, Our comany has an automated system that's configured as a Technician and auto-completes some specific requests for us - including making notes, attaching output documents, and sending automated e-mails. Among the things it does is send an acknowledgement with important output information to our e-mail when the request is completed, and attaches that e-mail to the request for the requester to view, and then closes the request right after. The issue is that the attachment is private (I read
SMS Setup
Greetings! We have been using SDP for some years now without the "SMS the technician" feature because we find that the email notifications are going to the same devices and have all the detail we want. I was looking on the help pages and forums for instructions on how to enable SMS so I could test it to see if it can be a more effective option for notifications but do not see any instructions on how to set it up. I have entered the mobile number SMS email ID according to the carrier's instructions,
Not able to create mail-enabled contact
Hi there, I am trying to create a mail-enabled contact in ADManager Plus. However, I am getting the following error message: Note: Error in creating mail enabled user, The term 'Enable-MailContact' is not recognized as the name of a cmdlet, function, script file, or operable program. Check the spelling of the name, or if a path was included, verify that the path is correct and try again. Click here to troubleshoot. I have been using ADManager Plus for about seven months but never saw this error.
Ask Question of Requester for Satisfied of Request Completed
Hi Dears I need a satisfy step for asking requester about the request. is he/she satisfied from the completed request?if no the request status has to change to continue from complete .how i can do it? I need to send a "Has requester acknowledged the resolution?" to requester instead of technician. Best Regards
Bulk Group Assignment to Existing Requests
I have about 1500 requests (both open and closed) that have no group assignment. Based on key words in the subject, I would like to assign them to a single group. Is there a way to bulk assign the group to a subset of tasks?
keeping the Task Filters settings separate
Is there anyway to keep the Task Filters settings (All Tasks, pending tasks etc) separate when looking at the general Home> Show all tasks -Task Details View and the Request > Task Tab > Task Details view in a request. When you select a Task Filter in either view it changes it for the other view.
Manage Engine Web Application Potentially Vulnerable to Clickjacking - Return the X-Frame-Options HTTP header with the page's response.
P o rt 443 P ro to co l TCP Service www T itle Web Application Potentially Vulnerable to Clickjacking and is currently supported by all major browser vendors. Note that while the XFrame- Options response header is not the only mitigation for clickjacking, it is currently the most reliable method to detect through automation. Therefore, this plugin may produce false positives if other mitigation strategies (e.g frame-busting JavaScript) are deployed or if the page does not perform any security-sensitive
Change Management - Priority Matrix
There is a Priority Matrix for Help Desk and you can even disable to override this matrix when registering a new incident. Why there is no the same feature for a Change Management?
Response timed out after n seconds
I would like to disable timeout alerts. These instructions don't work: https://forums.manageengine.com/topic/many-quot%3brequest-timed-out-quot%3b-alarms
Unauthorized change type for all users
Dears, our device expert keep inform us about the changes for all its user with Unauthorized change type how can we change it to be authorized ? Device expert version : 5.9.8 Build Number: 5980 Many thanks
Ability to attached image into an Announcement.
It would be great if we were able to attached/past and image into the Announcements in Service Desk Plus. This would allow users to not only see the text of the announcement but also provide the visual of the issue which they might see. This could greatly help in mitigating tickets being put in for issues which announcements are posted for. It would provide a clear view of what they would see.
Change default portal list view
I need to change the default list view on the requester portal. I'm a small one man shop. The user does not need to see "assigned To", "Site", "requester Name", "On-Behalf-of". But would like to show Priotity, category, status. I know the user can change that, but is there a way to change the initial default?
Renaming a TAB
Good day, We have SDP Enterprise and have found the system so effective at managing ICT related requests and incidents that we would like to use the product in other departments too, the maintain a paper-trail and SLAs on work done. In this department however, Request will not do. Can this be changed to Claims? Regards,
Orphaned Requests
When we delete a technician from ServiceDesk that had a request assigned to them it orphans the requests that belonged to them. The requests are no long showed as being assigned to a technician. Is this how it is supposed to be or is there a fix or work around we can apply that will fix this? Thank you, Jason C. Customer Service Manager Lancaster County Information Technology Dept.
Query to find work log timer is open
Hi all. Our technicians starts work log timer and then forgot while they investigate other tickets and pages. Is there a way to stop automatically, alert, or query to find which tickets has open work log timer
Change Management - Change Workflow
I feel there are too many approval stages in the default workflow. Default workflow looks as follows: 1. Requester submits RFC 2. Change Manager approves RFC 3. Change Owner creates plan 4. Change manager approves plan 5. CAB makes recommendations 6. Change manager approves again I would like to eliminate step 4. Is it possible to change the Stage2 Planning from "on approval" to "on complete"? After the plan has reached "on complete" I would like the CAB to review and skip the approval
"Watch this Portal Usage Video"
Is there a way to link a different video to this location on the "user" portal?
AD360 Fixes and Enhancements [2013-2014]
Version 4.0 Build 4015 (27/December/2014) Enhancement Option to enable/disable license expiry and product downtime notifications. Option to hide selected components from the dashboard. Fixes Issues that arise when the product is started multiple times simultaneously. Issue in saving changes made in the product settings tab. Version 4.0 Build 4014 (2/December/2014) Enhancement Auto Update user interface has been enhanced by bringing it under the Admin Tab for greater visibility. Fixes Issue that
ManageEngine AD360 Recent Update - Build 4103 Released
Hello Everybody! AD360 gets a makeover. The latest build – 4103 – features a new flat user interface to give IT admins working with AD360 a new experience. Enhancements New flat user interface for an improved look and feel. Support for Japanese language. IMPORTANT NOTE: Existing Customers can upgrade to the latest build by downloading the AD360 service pack from the link below: https://www.manageengine.com/active-directory-360/service-pack.html Get the complete new build from: http://www.manageengine.com/active-directory-360/download.html
I cannot update to 9121
Hi All, I am trying Update SDP to 9121,I am getting following error.My current version 9200
Language Mobile App - AD SelfService
Hello, I would like to know how to set the language Mobile App ! It is informed that the app is multilanguage , but appears in English .
404 Not Found Error after upgrading to 9218
Hi, I'm getting a 404 Not Found error after upgrading from build 9212 to 9218, whilst I've seen this before it hasn't started working after waiting about 10 minutes or so. Have also tried to downgrade to the previous build but the Uninstall button seems to be grayed out How do I go about either fixing this or downgrading back to 9212? Thanks, John
File Server Reports
Afternoon everyone. I dont know if this is possible and if it is whether it is a defualt report, but I was looking to run a report on the permissions on a folder/sub-folders below? is this possible? Wayne
Customizing Report Data - Adding additional attributes First Name Last Name to reports
#ADAudit Plus #CustomReports I am a relatively new user to ADAudit Plus. We have a rather large AD environment. Our usernames do not have a relationship to actual people names. We would like our logon failure reports to include actual people names with the username and IP address. The attributes are in the data as they are used in other queries. Can you share the steps to add the attributes to the reports? Thanks, Rich
No data available error
We have 8 domain controllers and starting on Monday they won't connect to the DC's and pull any data. is there specific ports that ADAduit Plus relies on. Firewall is turned off on all DC's, we have made not changes to the DC's. We do run Avast on the servers but that has been on the servers for a while now. Any suggestion would be great. Thanks, Matt
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