E-mail user when a request is resolved
I'm having a problem with users not receiving an email when a request is resolved. I have ticked the "E-mail user when a request is resolved" box under Helpdesk - Notification Rules, but no email is received by the requester. When a job is logged emails are received. I'm not sure why emails are not being received on a resolved job. Any help would be greatly appreciated. We are using ServiceDesk Plus 9.3 Build 9308.
request not updating
Hi, after updating the request by technician, system sends an email to requester but when requester replies to that email - this messages is not getting recorded in the request. also not getting where that mail is going. -We allowed only few users to raise a request by sending email. -Other normal users has to log on to the system and create new request. is by design or we need to do changes in configuration -Atul
Add text field to user creation template
Hello, Is it possible to add text field to user creation template? I want to leave some message to technicians. Regards, Anton
Reference customers - network
Hi, we are looking into reference customers using SDP. We are a middlesized company (25 emp) on three different locations. We are looking into utilizing servicedesk the best possible way. Could it be there is interest in this in the Nordic - preferably Denmark area? What we are using servicedesk plus for is incident management. But on the longer term I could be beneficial to use problem, change management etc.. Please let me know if you would be interested in further talks and exchanging of ideas.
despliegue de agente
Buen dia, ingrese un nuevo equipo a mi dominio pero el agente no se instala; el firewall esta desactivado, que tengo que revisar para que el agente este instalado en la estacion de trabajo? Gracias
Request Views
Is there a way to delete all the views that arent used by any of the technicians to minimize all the clutter... I know you can delete the ones I have created, But id like to delete the default ones as well.
Not allow a reply to a ticket without certain fields filled in
is there a way to force certain fields to be filled out on a request such as technician, priority, etc before a technician can reply to a newly created ticket ?
Unlimited VM monitoring in 12.3?
In version 11, we had a license for unlimited VM monitoring in the Essential version -- OpManager would automatically provide the performance info for all VM's without requiring any credentials except the VCenter host. In version 12.3, it seems this is completely disabled (unless I'm missing a setting somewhere) and any VM's now require some credential and an IP address to monitor which uses up a license. Is this intentional or how do I go back to monitoring all my VM's without having to provide
Custom Trigger Support for MultiSelect Fields
Is there a roadmap item to support custom triggers for MultiSelect Fields? If not I would like to request this functionality
Helpdesk Customizer Status on Version: 9.3 Build 9329
I created a custom status under complete section called "Read Response". When i add a resolution and use the new custom status, it does not send email notification to the requester. How can a requester get an email notification resolution using custom status? Kindly, check the attached file.
Service Catalogue - Flexible SLA depending on field value
Is there a way to make SLA fexlible depending on field value? Use Case: Equipment Replacement Service If headset replacement, 2 hrs SLA If keyboard replacement, 8 hrs SLA if monitor replacement, 6 hrs SLA We want to manage this in a single service catalogue for called "Equipment Replacement Service".
Build custom Active Directory reports from scratch with ADManager Plus 6610
With ADManager Plus 6610, you now have the option to create custom Active Directory reports based on your organization's needs. With this feature, you can: Create custom reports: Create custom reports for categories such as users, computers, groups and contacts tailored to the needs of the organization. You can also create new categories for custom reports based on the requirements of the organization. Modify custom reports: Choose from the existing custom reports and make necessary modifications.
DC Remote Control History too short
How can I extend the history of remote control sessions? I need to be able to go back for up to 3months for each client
Update mismatch
Hi all, I'm struggling to get my head round something DC is doing on a couple of systems here in regards to mismatch of information on a system or two. Here is the missing patches listed as critical on one of our servers. And also a screenshot of the internet explorer about window indicating that this patch is installed. I've looked in windows update and it doesn't list the patch as installed so I'm assuming maybe it's included as part of a system roll up or something of the like? My question
Query - Top 5 subcategories used
Can someone help me with finding how to break down known issues? I believe the best way would be utilizing the category system and listing the top five subcategories used for the past month. Requirements: Requestor, Title, Description, date opened Only top five subcategories used, sorted by date opened.
[Free Webinar] Detect and defeat ransomware attacks
Hello! The holiday season is around the corner. It's that time of the year when your network has fewer defences and attackers see their chance to infect your network with ransomware - one of the most dangerous and expensive epidemics that the business world is facing today. We, at ManageEngine IT Security Solutions, would like to help you ensure that this doesn't happen. Join our free webinar "Detect and defeat ransomware attacks" to learn how you can prepare your network to thwart ransomware attacks
Get the first glimpse of ServiceDesk Plus Beta
Dear users, The ServiceDesk Plus Beta is open for public and the same can be downloaded from here. In case of any issues / feedback please contact us at beta@servicedeskplus.com Please note that you may face some issues. We are in the process of fixing issues that were raised internally and also by the closed beta testers. After this, we will have a couple of testing cycles. We assure you that we are definitely in converging mode. Your feedback will help us to converge quickly for the ServiceDesk
Remove "Home" tab
Hello, Is it possible remove "Home" tab from all Help Desk Technicians accounts? Regards, Anton
5 tips for seamless endpoint security
Hey there, Are you worried about your endpoints being hacked or breached? Here is a simple tips to build the best endpoint security in your enterprise. Building an effective endpoint security has become all time priority for enterprises. With the amount of cyber attacks evolving day by day, enterprises have to practice certain simple best practices to keep them vigilant against any unforeseen vulnerability breaches. Read more: https://goo.gl/taAmSB
5 tips for seamless endpoint security
Hey there, Are you worried about your endpoints being hacked or breached? Here is a simple tips to build the best endpoint security in your enterprise. Building an effective endpoint security has become all time priority for enterprises. With the amount of cyber attacks evolving day by day, enterprises have to practice certain simple best practices to keep them vigilant against any unforeseen vulnerability breaches. Read more: https://goo.gl/taAmSB
Verify passwords in Bulk --- No drop down for PMP so posting in wrong topic
*****ADMIN**** - Please move to correct product forum, couldn't see one for PMP Hi Is there a way to verify passwords in bulk in PMP? I can individually verify passwords however I need to do en-mass. Thanks Matt
Set up approval flow for service catalog
Hello Team, I failed to find a proper configuration to achieve this business requests Service Catalog A needs 3 stages of approvals Stage 1. Line manage approval Stage 2. Any of following - Mr. A - Mrs. B - Mr. D Stage 3. CEO Could you please help to point out how to achieve this on ME- Servicedesk Plus? Thanks, Eric
Forward request
Is there a way to change the information when you forward a request? Currently when we forward the a request the following information is sent: Requester, req. email, Due by time:, Category, Description. I would like to also forward the received date of the request and perhaps change the look and feel, so it looks like for example an Outlook forwarded email.
5 tips for seamless endpoint security
Hey there, Are you worried about your endpoints being hacked or breached? Here is a simple tips to build the best endpoint security in your enterprise. Building an effective endpoint security has become all time priority for enterprises. With the amount of cyber attacks evolving day by day, enterprises have to practice certain simple best practices to keep them vigilant against any unforeseen vulnerability breaches. Read more: https://goo.gl/taAmSB
Exception while trying to send notification for the request
Hi, We get this error message intermittently during the day Exception while trying to send notification for the request. Su Versión : 8.2.0 Construir 8212
SupportCenter Plus fail to start
Hi, SupportCenter Plus is not working. I have attached the screenshot ran on cmd . The error as shown on the attachment says "Could not locate C:\ManageEngine\SupportCenter\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . ." We have the DB on sql, Is there anyway we can restore the DB on another machine after installing a fresh copy of supportcenter plus(assuming we have the same xml license). My believe is the java package files
Service desk starting error
I using service desk free edition and when I start it have error same as below OS : CENTOS [root@DESugarCRM bin]# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /var/www/html/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Task Queue Query
A really general question. Has anyone created Task queues before and can you explain to me how to do this?
Incident template not showing additional fields on mobile phones
Hello, I've created some additional fields for the incident template. But if I open the ticket form from a mobile phone browser those fields are not shown even that they are mandatory. From my PC everything is ok. Any ideas?
Where to find Service Approvals List(s)?
Where can I find the Service Approvals List(s) table?
Ondemand Agents?
Hi All, i am testing the on demand version of service desk plus as the GUI is much better than the on premise version of service desk plus. The only downside i am finding is regarding being able to remote control assets. i have tested installing a probe on my network and scanning machine which works fine however remote control seems very clunky. it will connect some times. on machines i have successfully connected to if i try and reconnect i can't, some times. it seems very hit or miss. i am very
Group Policy management made easy
As an IT administrator, you would know the importance of GPOs in Active Directory and the devastating effects it can cause if mismanaged. It could cause sign-in issues, restrict access to critical resources, prevent certain applications from working properly, and a lot of other issues. Some of the GPO management tasks performed include: adding or removing links of existing GPOs to multiple nodes enabling and disabling user or computer configuration settings of multiple GPOs identifying and deleting
Where do go for ManageEngine support these days?
I've been trying to get some support for a SDP issue for the past 2 days now. I can't seem to get any tickets to get responses. Admittedly, I haven't called in yet. Used to not have to. So we have this black hole: https://pitstop.manageengine.com/portal/newticket - nothing ever gets touched there. then there is this one: https://desk.zoho.com/portal/meservicedesk/ticket - so far it's auto-closed a ticket as soon as I submitted it, added a chat transcript where no one responded and it timed out to
Office365 shared mailbox
Hi We have a new group within SCP but the originating office365 email address is for a shared mailbox. Will this still function if a server-side forward rule is applied to the shared mailbox to forward emails to the SCP mailbox or must this be converted to a distribution list?
External system modifying the Subject line
Hi We are working with another company and they have a different ticketing system. Their system is modifying the subject line. Is there a way to configure SCP to still assign the replies from that system to the SCP request. The modified subject line is below. RE: RM-217955 [ ref:a1c0d000003zhvb:ref ] [Acknowledgement] [Fwd: ##870297## : OR-1006493 - DOD - JUNIPER MAINTENANCE RENEWAL QUOTATION REQUIRED - URGENT] The SCP number is ##870297## Regards Graeme
CustomTrigger - Passing Requester Email Variable
Hi guys, Not too sure if this has been addressed yet. I have created a Powershell script that gets triggered when selecting a specific field on a form. The script creates a user account and password and then emails it back to the ticket. I have successfully done this so far. However, I would like to pass on the requester email variable to the script so that the requester is notified of the username and password. I did some research on this and found out the same question was raised 2 years ago.
ADSelfService Plus behind NetScaler
Has anyone had any success putting ADSelfService Plus behind a Citrix NetScaler authentication server? I am trying to get the NetScaler to do the authentication of the user, then SSO to the ADSelfService Plus but it doesn't seem to work. No matter what I try, even though the NetScaler authenticates the user, the ADSelfService Plus server still prompts for credentials meaning you need to login twice, obviously not acceptable for users to do this. Regards Dan
Manual install of ADSelfService Plus Client
Hi, if i wish to install the ADSelfService Plus Client maunally without going thru the GPO, how to go about doing it? thks
Manual installation of ADSelfService Plus Client
Hi, if i wish to manually install the ADSelfService Plus Client (GINA) without doing thru GPO, how to go about doing it. thks
ADSelfService Plus works on VDI
Hi, would like to check whether ADSelfService Plus featues (GINA) works on VDI client PC? thks
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