Remove minimum height of ticket description
Hi Team, After upgrading to 9046 I've noted that the Description area of the ticket has a minimum fixed height, this takes up valuable screen real estate, can you please remove the minimum height of this area? Thanks!
Service Desk Plus : Closed ticket reopened automatically
I have recently upgraded my version to 9044. After this I have been facing some issue. The closed ticket is automatically reopened. Its very annoying. Please help me to solve this.
Disable Mobile landing page
By default, if using a mobile device the URL gets redirected to http://ServiceDesk/mc/... Is there anyway to turn this off? I would like the user to get the full site not the mobile site. I am not using the mobile APP. I am using a browser. Thanks, Jamie
Configure LDAP to AD connection in SDP on Linux (Debian 8.1 - jessie)
Can someone show me an example of their LDAP info within the text fields of the LDAP configuration page to integrate back to an AD server? We are not 100% sure what these should be and it would be excellent to see someone elses configuration for LDAP to AD within ServiceDesk Plus from a Linux node. Right now, when we try and configure the connection, it fails every single time. This is all running on Debian (jessie) 8.1: Domain Controller: ldap://192.xx.xx.xx:389 Username: CN=loginname,CN=DomainAdmins,DC=domain,DC=local
Survey Report ... How Do I?
Can someone please tell me ... Where I view a completed survey it gives a Satisfaction level Summary score out of 100. I need a report which shows each technician and this figure. Any help would be greatly appreciated. Thanks, Chris
Tickets flagged as overdue, even though they haven't reached the duedate set
We have tickets appearing within the Requests Dashboard when selecting the VIEW drop down labeled "Overdue Request". As you can see in the screenshot, there are several tickets flagged as overdue, even though their duedate is not yet reached: I assumed this is because their SLAs have been "violated"? In general, I would want a view to show me when the due date has been missed vs SLA violations. I could not find a way to do this in the customer views (something like: DueDate < Today's date). Any
Log in via Android App
Hi I am having difficulty logging into Service desk plus from the android app. I keep getting "Login Failed Username and/or password" provided is wrong. I can log in locally and remotely via just web page from a pcusing HTTP. I have the following setup: Service Desk Version 9.0 Build 9024 (Free Version) 1 Technician only(Administrator) Static IP for remote access and 8069 as my port on protocol HTTP I read some other posts where they mention that you have to generate an API key on the technician
Remove Function Where An Email Sets Resolved Status Back To Open
hi there is there a way to disable the changing of an Incident's status from Resolved to Open whenever an end user replies to the resolution email? I would like to have this manually done as we have instances where users send general emails thanking our service which doesnt require a Resolved incident to be set back to Open,,
Insufficient Privileges for WMI Queries
Hi I have oputils 6 Spanish Windows server 2003 When i try to add an admin user it keeps tellin me the same error Insufficient Privileges for WMI Queries. Read KB tried 1 user and the administrator account and the problem persist Administrator name: Administrador Domain Admins group: Administradores del Dominio
Custom Reports
Hi! I tried to create a new folder in a custom folder, i need to include reports monthly, so i want to create folders for every month. Can you help me to do it? Regards
Bulk Change Service Category
We have changed the name of one of our service categories and we need to bulk change the requests that were under the old category name. How can we accomplish this?
ServiceDesk Plus Snippets: How to move a change forward when the assigned change manager is not available?
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Do Not reboot selected but after software deployment auto reboots happens anyway
Hi All in my deployment policy I selected the Do not reboot option, but after the software has been deployed the machine auto closes any open programs and reboots the machine automatically. anyone urgently able to help, This cant happen when I rollout a number of software items to 300 plus machines. The user needs to be prompted if ok to reboot or tell them the update will not work until a reboot happens. Regards Aron
I can't change installation driver
Hi, i've already install last build of servicedesk plus in standard driver C:\. Now i would like to change the driver (from C: to G:, for example) but when i try to copy the installation folder (ManageEngine, I also try to copy the subfolders Servicedesk, even every single file) it gaves me an error: "unable to copy file". I've follow this steps: How do I move ServiceDesk Plus installation to a different drive on the same server? Follow the instructions below to move ServiceDesk Plus installation
Customizable Subjects for Reply Templates
Currently, the Reply Templates can only be customized individually for text of the body, and the Subject of the reply is controlled from the notification below. E-mail Templates for : Replying to a Request To show you an example, we would like to be able to use a customized subject line for this specific reply template, but can't because the Reply subject is set at a global level. We have certain replies for operation events that contain different information than a standard reply to the requester
Database Query Monitor will not accept a simple query
Hi. I'm struggeling with creating a database query monitor with a specific query, which of course works fine in TOAD: select case when min(date_updated) > sysdate -2 then 'Updated' ELSE 'NOT_Updated' END from MyTable However the creation faiels and gives the error "You are trying to add a query ... without an identifier " select Also tried to give the select an identifier such as select case when min(date_updated) > sysdate -2 then 'Updated' ELSE 'NOT_Updated' END as "Result" from MyTable With
What is this setting: Allow dynamic user addition when the user is not imported in the application?
What does this setting do in the Self Service Portal settings? The only thing I found so far is if set to off it turns off automatically detecting the "Log On To" for the user, but that doesn't seem to fit with the setting question.
Enrolled users migrated to different domain
Good Afternoon I have around 350 users enrolled for password self-service on one of our domains. These user's have since been migrated to a different domain. Is there anyway to move the enrolled users within ADSelfService Plus? Or do they need to re-enrol on the new domain. Thanks Kevin
Multiple HTTPS Domains/Certificates
I have MSP setup with multiple HTTPS domains - e.g. https://support.abc.com & https://support.xyz.com. I have done a lot of searching, but I can only find instructions how to load 1 SSL certificate into the Keystore. Is it possible to load multiple certificates? Or do I need a multi-domain certificate? If it is possible, can anyone provide instructions on how to set it up? Thanks.
Netflow Analyzer Service stops and wont start
Tried starting the service but it stops after a few seconds.
Adding Notes With Attachment
Hi guys Is there a way for us to add notes to an existing case with attachment instead of doing them separately? currently, the notes and attachment are 2 separate fields. I need a way to combine those to log certain contacts. For example, I want to update an existing case with an email from a user. I want to be able to enter in the notes "Email from user with screenshot" and attach a copy of the email as a .msg file for reference.
Business Rules - Closing Tickets
I'm running into an issue when attempting to close a ticket using a business rule. Using a business rule, I'm trying to assign a ticket to a template and then close the ticket. I've set up a business rule to do this, but it will only assign the template, it doesn't close it. Any idea why this would happen?
Incidents re-opening when they aren't supposed to
Hi all, We do not want incidents to re-open when a new email is received with the same request id. We simply want the ticket to get updated and the technician alerted. This is the option we have set in the SElf Service portal area of the admin page. However, it still happens. If the ticket is resolved and an email is sent to the requestor saying that it is resolved, and they reply, the ticket gets opened again. We don't want this to happen. In fact, we don't want the ticket status to change ever
compliance type "excluded" and "freeware" not set correctly
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
Adjusting RDP Window Size
Hi, When I initiate a RDP through PMP the window launches, the size of the RDP session is relatively small compared to the rest of my screen size (22" 1920x1080 resolution). Is there any way of increasing the session size? Thanks,
Service Requests - Notification for technician with additional fields
We have created a Service Request with additional fields: fieldA and fieldB. Now we need to configure a notification for technician with these additional fields Is it possible? We have tried to configure a new rule notification (Alert technician by e-mail when a request is assigned) but we only view Incidents additional fields. Service Requests additional fields are not visible. Additionally is it possible to configure different rule notification for different Services Requests? For example: Service
How do I propose a series of steps to the customer prior to resolution?
Perhaps it's just semantics, but I'm uncomfortable marking the request as Resolved when I'm proposing solutions to the requester, so I'm wondering if what I'm asking about is just semantics. I have a resolution in my Solutions that I want to send to the user to have them work through the issue. This is a proposed solution. How do I get that to the user. If I mark it as Resolved, SDP can trigger that this be sent to the user via the Acknowledge E-mail c users when a request is resolved, but
Group notification when new task was added to the group
Hello In the Notification Rules we have an ability to notify a group of the technicians when a request was added and assign to the group. Same, when a request is left unpicked in a group. But we dont have same function for a tasks. It's very needed for us. How can i notify (automatically) a group of the technicians when a new task was assigned to a group?
How did she take a date? ViWebServicces.
ViWebServise what? How did she take a date?
Error with login
Hello, I've service desk MSP for 200 user, and since two week, lot of user have a problem for the connection. The log is flood by : [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: generateNTLMV2Script HttpServletRequest--->https://servicedesk.victorbuckservices.com/DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: lurl--->DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[26]|:
Error Parsing ZyWall MIBs files
Hi, I've some problem when i try to load ZyWALL 110 MIBs. It said it "couldn't parse the file 411AAAA2C0-private.mib. Couldn't resolve these MibNodes: {vpnTunnelIndex}. I've attached firewall's MIBs that i have downloaded directly from the vendore site. Thanks for your time, Kindly regards
Moving Desktop Central Database to a different drive
Hello, What is the easiest way of relocating the Desktop Central Database (and logs) to a different drive/partition? Thanks for any assistance rendered. Anthony
login name in the Requester Details
hi support pls help me how to make that field Requester Details displays a login name (samAccountName)? thanks for you help
Apple push notification certificate expiry: iPhone app users upgrade to our latest build
Our old Apple push notification certificate expires on June 19, 2015. As a result, you will stop receiving push notifications from us on your iPhone effective from June 19, 2015. Who will be affected by this? Only those users running an Applications Manager build earlier than 12020 and using Applications Manager’s iPhone app with push notifications enabled. How do I get push notifications again? We have renewed our Apple push notification certificate. So, all you have to do is to upgrade to our latest
timestamp of last email received
Hello, We've recently migrated all of our user accounts to the cloud. I have roughly 450 service type accounts on-premise that i'd like to determine when the account last received an email so i know which accounts i still need to migrate. I've tried last logon time, but that isn't accurate based on some follow up testing i did. Any assistance would be greatly appreciated. thanks, ken
I can not see technician
Hi, User has been created by active directory and change as Technician. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Thanks
SLA Name
HI is it possible to get the sla name to populate in a report?
The problem with installing a license
Hello. How to install a license in ServiceDesk? Sincerely. Igor Stepanenko.
Exchange Reporter Plus - Are there API's to access database from external application
We are evaluating Exchange Reporter Plus - Are there API's to access the database, from external applications ? If so, could someone point me to the related API doc's please ? Thanx, Sushil.
Create New Custom Fields - Restricted
I was trying to create a few custom fields for my custom incident templates. After i could create around 15 Now the system doesnt allow me to create any more text fields. Other options are available though [Number, Date and Decimal]. I am using standard version., Any help appreciated. Abhijeet
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