Access Permission - Admin excluding stop timer and modify due time
Hi team, We need to setup an Administrator role with access to everything except to stop timer and modify due date. We have setup a role and selected permissions as follows, however, when the technician with this role logs in, the 'Admin' tab is not there. We are running version 9.0 build 9044. Can you help us? Thanks.
Copy and Paste Attachments into ServiceDesk plus
Hi we are running version 9.0 build 9002. A lot of our users seem to be having difficulty copying and pasting into the incident area either text or screenshots. Sometimes it works and sometimes it doesnt. It doesnt give errror messages the cursor just stays in blinking in the body of the incident all users on Windows 7 Pro and are running Internet Explorer 9. I have had a look on the forums and though there does seem to be people asking questions re this there is no solution. Any ideas would be most
Request does not fall under your permitted scope.
here is the scenario. 1. Ticket is Assigned to Technician1 2. 1 task is assigned to Technican2 3. Role is Set as Assigned to him[Requests and Changes only] Now the issue is technician2 cannot open the ticket. with below error. "Request does not fall under your permitted scope. So you are not authorized to update the same." However if a change the role of technician to "All in group & assigned to him[Requests and Changes only." Technician2 will be able to view the ticket, However I don't want all
Improve metering for ServiceDesk Plus
The option of metering in ServiceDesk Plus is too poor. You have to get extra licenses of Desktop Central to get a better metering information. Would it be possible to get a little bit more information of metered applications? It would make SD+ a round application for ServiceDesk and IT managemet tool!
Email Notifications
HI is there a way for when tickets are assigned to a specific support team for some snr managers etc to receive a notification email of that new ticket? Example is i have setup a new support team which has one technician in it. " snr managers who are not part of that team want to be notified every time a new ticket is assigned to that team/technician. Using SDP v9.2 . I have created a business rule which says if tickets come in from 3 specific sites it then sends an email notification to x,y & Z
Assign requests of one requester to another one
Hi Dears I want to mark about 150 requests and edit their Requester name but there is not any ability to change whole of them in one time and have to change all of them one by one. there is some other fields that can change after marking your requests but its not possible to do this for requester name. can you help me? my requester go out of my work office and another one with new user is coming in and he is going to continue my last requester requests and i have to assign all of requests to his
How do I setup a new field that allows you to select only certain values within another sub field?
Example: Field 1 drop down has 2 values F1Value 1 = A F1Value 2 = B Field 2 drop down has 4 values F2Value 1 = 1 F2Value 2 = 2 F2Value 3 = 3 F2Value 4 = 4 When I select A in Field 1 I want Field 2 to show only 2 of the 6 drop down values within the field (values 1 & 2) How do I do this in a template ?
How to change temperature monitors to Farenheit instead of Celsius
Is there an easy way to change the values for monitors of servers and hardware to Fahrenheit instead of Celsius? The defaults are all in C and we want to see monitoring values in F instead. Latest build of OpManager.
How to see attachment in the App on iphone ?
Where can i finde attached files in the app?
Ovf template
what is the URL to get OVF template? Thanks, Sridhar
GINA not pushing correct URL on client computers
Hi, We're having an issue where the GINA does not update or push the correct configuration to the client. We tested the app with HTTP and use the server name URL then decided to enable SSL with a different name for the web server. This new URL, even though updated properly in the web interface is not pushed on the client and therefore the client machine gets a invalid certificate error since the name of the server that is in the registry does not match the certificate. IS there a way to force the
License count
Dear all, We have evalute the ADSeldService feature, one question how is the license count toward domain users. Our company policy will never delete users account and only put them to disable after they left, would it count toward domain users license? Regards, Daniel
QR Code Image
I am trying to figure a way to change the address within the QR image. The server address that is in the QR image is the Server name and I need it to be the URL that is accessible from the internet. The server name is only accessible from our internal network.
Add a admin role to a user/technician
Hi, i need to give a technician of mine full access to all the modules of service desk plus, what is the easiest way to do it? I did go onto the user and made them a admin but she cannot see all the modules.
Limit Incident Template to a specific group of requesters
I work at a school and would like to hide certain incident templates from students. Is it possible to limit a particular incident template from a group of users? I have a User Group setup for Students (and also 1 for employees). Thank you Jim
Setup / Config guide for a new users?
Hi, We're brand new to SDP and have just installed it. I'm wondering if there are any tutorials (videos, documents, etc) that explain all the different features and how we go about setting up a basic help desk. We have the Email Scraping feature working but that's as far as we got. I know there was a wizard that came up when we first installed it but we had to bail out when we had problems with the email settings. Is there a way to rerun that wizard? Then if there's any other documentation on how
Installation SSL FOR ADSelfService
Hi, We are using ADSS inside our domain. How to generate keystore file from our internal CA, which script or keytool can we use? Thanks, E.
SMTP Server Issue: can't connect to email relay server
I've entered the information correctly for connecting the PMP server to the email relay server that we have. The IP for the server has been configured into the relay. However, I receive the following message: Sending failed : Unable connect SMTP server Any thoughts where this is being blocked.
Edit asset state
Hello, There's any way to edit the defaut asset state? We want to rename this asset state names. -- Tainã Rodrigues ACSoftware
How to disable "Device Down: No response from device for last 5 polls"
Hi, How can I disable " Device Down: No response from device for last 5 polls" I need devices to be monitored, but I do not need information, if they are offline, for example desktop,printer during night. Notification profiles, makes no difference what I setup there, alarms escalation this same, removing network interfaces from monitored this same result. I need to see device green and get alarms when free space on disk is low, or network utilization is high and so on, but information about if
Add Service Name as a standard field in schema for service requests
Incidents have Category and Subcategory. Service Requests have Service Category. They should also have Service Name. I had to create a custom field for this in order to sort and filter service requests properly. Currently the service name is only stored in the requesttemplate_list.TEMPLATENAME, which is not available for use in the service request templates, reports custom query GUI, request filtering, etc.
Surveys are not being sent out
Good Morning, When I "resolve" a request, the survey is not being sent out. When I looked at the options, it only says when the request is "closed" What am I doing wrong? Thanks,
Incoming Mail Error - error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Howdy, I've seen a lot of various posts with this error but have had no luck in figuring out why my setup isn't working. We're on Exchange 2013 with IMAPS configured. We use IMAPS in a different program so I know it works OK. I just can't get SDP to connect. The windows firewall is off. I've tried multiple User IDs and they all fail so it seems like a connection problem. Support file thingie is attached. Any help would be great. On a side note, are there any plans to support Exchange directly?
Domain verification not working
Hi have tried to verify my domain (so I can use a friendly URL) uing both ways (cname and HTML) but neither of them work. aspencorporatehealth.com.au/zohoverify/verifyforzoho.html does exist - but verification fails Please help
AlarmsOne WebHook Integration - CopperEgg
Hi Folks, AlamsOne is a simplified alarm management tool for IT, DevOps. It integrates with tools used for infrastructure monitoring, cloud monitoring, log analysis, and project management . It pulls the alarm in real time from those tools and notifies users in real time via SMS, call, email, or a combination of the three. To integrate your monitoring tools with AlarmsOne, we provide poller based alarm collection for On Premise applications and Webhook integration for SaaS applications. Watch the
ServideDesk Dashboard
First of all, thank you for this great tool and for offer it for FREE. Please give us the tools to full customize the dashboard, we are limited by https://www.manageengine.com/products/service-desk/help/adminguide/dashboards/dashboard-customization.html Thanks in advance
Auto Email User With Attachment Based On Category
In our help desk when an agency enters a Help Desk Ticket to create a new user in our systems I immediately respond with the same email each time requesting information and giving them instructions on Next Steps and it includes an attachment. Is there a way to automatically send that email every time the subcategory is "New User" and have the attachment (or i could even use a link to the document), update the status of the ticket to "on hold" so that i don't have to do that manually every time?
REST API GET_REQUEST Replaces Space wih NewLine "\r\n" in description
The request description returned is different from what I expect when I retrieve it using REST API operation GET_REQUEST using C# HTTPClient. Ex) Request Description as appear in the browser I need some help with the printer driver. Request Description returned with API I \r\nneed \r\nsome \r\nhelp \r\nwith \r\nthe \r\nprinter \r\ndriver. This will look like below, except for the extra line break HTML paragraph tag adds in this text editor. I need some help with the printer driver. Other operations,
Error with login
Hi We have AD Integration with single sign on (ADFS) and when I try to go to the service desk plus on demand URL for our company I get the following error (see attachment). Please assist ASAP.
vCenter only?
Can I please request that in future we could also add just ESXi servers, and not just vCenter only?
Errors while restoring a backup
I tried upgrade my build from 9018 to 9028 but after a few successful upgrade the last one failed which meant i had to reinstall the application and restore data backup. The restore has failed pointing to some error logs on the SDPUser profile. Please share with me how to ignore the error table so i can finish the restore and my production server can be live.
Rest API help
Hello, I would like to use Rest API for creating requesters. When I execute code below in Powershell, I get message "No XML data specified". What's incorrect here? $inputdata = @" <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>Name</name><value>testfromapi</value></parameter> <parameter><name>CI Type</name><value>Requester</value></parameter> <parameter><name>Site</name><value>Common site</value></parameter>
Hiding Job Title or Other Fields from Requesters When Completing Tickets
We have been using the LDAP/AD feature for a while now. Unfortunately, the common AD attributes have caused a bit of a problem for us, as we now have employees who have moved since the last sync with the LDAP replica and their positions have changed one or two times over. I get a ticket from a different employee once a week complaining about this. I wish to stop it permanently, as I manage two SDP instances for different org functions and I have to change it for 100+ employees now two times over.
Corrupted project file - can it be recovered?
Hi there, I have a project file that doesn't open. When you try to open it it gives the following error: The file "<filename>" cannot be opened. Check that the file name and path are correct. Check that the file format is recognized by microsoft project blah blah blah. I've run through all of the steps in this doent:
Disable Ciphers in ADAuditPlus
How can I disable weak ciphers in ADAudit Plus? I've seen several posts in this forum on other products but not on ADAudit Plus. Thanks in advance!
Changing requester's name does not result in the site updating to correspond to the new requester.
There are occasions when we need to change the requesters name on a ticket, however when the name is changed the 'site' field does not automatically update the site correspondingly to the new users associated site. Is this a bug or is there a workaround? Many Thanks.
How to see attachment on the app?
Where can i finde attached files in the app?
Configure Proxy
Hello all, My ISP has a Web Filtering pretty bad, so I have some problems on my web browsing. Meanwhile, the ISP gave me a proxy to be able to access to the websites, (example: isp.proxy.com; port 8080). Because of this the ServiceDesk Plus, on the Mail Server Settings doesn't work properly. The incoming Mail Fetching fails due to that the Web Filtering doesn't allow receive the mails. Question: How can I configure the proxy server on ServiceDesk Plus in order to the incoming Mail works properly?
How can I audit what roles and groups a technician belongs to within a scheduled report?
How can I audit what roles and groups a technician belongs to within a scheduled report? Currently, I have to go into each technician to view this sort of detail one by one. I would like a report view of this information for security auditing purposes.
ManageEngine OS Deployer 5.0 - Now Available
Dear Users, We are glad to announce the general availability of ManageEngine OS Deployer (OSD) 5.0 for download and evaluation (30 day free trial). We take this opportunity to thank all our customers and users for their feedback and the continued support. Highlights of OSD 5.0 * Support for Windows 8.1 including Update 1 and Windows Server 2012 R2. * Updated multicast protocol that enables up to 5 times faster deployment (compared to OSD 4) to multiple
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