Support Group Owned By Issue
9.2 Build 9238 I have a few support groups where I want to change the "Owned by" to None or "Choose Owned By" since this field has a current technician it will not let me change it. I change the value to "Choose Owned By" and it simply defaults back to the technician name
Show who closed request in notification rule
Under Notification Rules there is the option for "Acknowledge requester by e-mail when the request is closed." Is there any way to show in the notification who closed the ticket? There is Closed by $Technician, but that only gives the name of the person assigned - NOT the person replying. If Joe is assigned to a request and Fred is working on his request for him and closes it, it will give a notification saying that Joe closed it, not Fred. Is there any way we can properly display the name of the
Issues with Zoho Synchronization - Failing - Support File attached
Hi Team - Zoho synchronization has been failing and even when looking at the log files, I dont know why. Nothing has really changed from a back end perspective. Attached is the support file. Can you let me know what you find? Thanks!
Remote control agents and Chrome
We've been looking into using the built-in remote control functionality in SDP. When we initially tried to launch the built-in remote control application, we were prompted to download Java. Since we're using Chrome and it no longer has support for Java, we are forced to use IE. I was wondering if there are any plans to fix this in the future. We use Chrome for everything, and we would hate to have to use IE for one particular application. I tried searching the forums for this and didn't find much.
How to automatically assign tasks when picking up a request
Hello, Let's say technician A is picking up a request which has 5 associated tasks. How can we make sure that the system automatically assigns those 5 tasks to technician A? Best regards, Demetrius
Number of Assets
The number of assets (workstations in particular) seems to be incorrect. If I manually scan for a machine (WK1) which does not show up on the inventoried list, it will scan successfully and be added to the inventoried list. The total number of workstations inventoried stays at the same number (17) and one of the previously inventoried systems (WK2) falls off the list. If I then manually scan WK2 it completes successfully, shows up on the list, total number inventoried remains 17 and WK1 no longer
Survey for users outside the domain
We have users from outside our domain that use certain systems provided by us such as VOIP phone systems. Therefore they have access to our Support Desk for service when it is needed. However when we close a Request for these individuals the survey link provided does not work for them. I am certain I am missing a setting here but not sure which one that would be.
Cant Login Android App
Hello, i have everything ready and API also ready but am getting login error ? but i can login via web with same server and login details
Changing the URL text to suite a specific browser
Hello all, I have a request to see if it's possible to change the text on the URL that comes when a call is logged etc. The problem I have is I have to make ie the default browser on all workstations because our current Business Management package only supports ie currently. Now if I use SD Plus with ie I find that SSO doesn't always work very well. I spoke to support and they said use Chrome, so I rolled it out via gpo along with a shortcut to everyone's desktop with "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe"
Drop Back to Free Version
My license has expired and we'd like to drop back to the free version since our needs and company size has changed. How can I accomplish this?
Domain Logon using old password
I have our ServiceDesk tied to our Domain, everything seems to have been working normally, however we have a 90 day password rotation policy, we are finding many users that after changing their domain password are unable to log in with the new password, their old one seems to work. So I re-imported all users manually from Active Directory thewn the new password seems to work. Now here's the kicker. The direct comms seem to work as when I type the password too many times it locks out the user on
Detach Asset from PO (Undo Reconcile) ?
Hello A PO has been reconciled with the wrong asset. What is the correct process to undo this action? (ie detach an asset from the PO).
Unmanage interfaces is not working anymore
Hi, I used to unmanage interfaces before and it worked. Currently I have 2958 interfaces in unmanaged state. I need to add ~1500 to these. However, when I mark the interfaces I want to unmanage and click "unmanage" - nothing changes. I have a nice note on the top: "Interface unmanaged successfully" but there's no result. Server was rebooted. Is there solution to it? Kind regards, Pavel
Service Catalogue send automated mail via PowerShell scripting
Hello, I Create a PowerShell script than allows to send automatically mail to my requester with an attachment. My problem is that in "to"section it cannot take automatically requester's mail address. This is the script: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata #Add Request fields values as needed $requester = $obj.request.REQUESTER $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket
Announcements too small
Please make the Announcements more obvious and larger. Our users overlook them
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
ServiceDesk Plus 9301 Released
Dear Users, ServiceDesk Plus 9301 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9301: SD-65655: Task tab under the Incident template displays a blank page for users who have changed their page length. SD-65659: Unable to modify the customizations done to self service portal post upgrade SD-65705: When the text to be searched in Assets module is entered in global search, it displays results from solution
Comparison with Asset Explorer
Good Morning, We are currently using the Asset Management component of Service Desk Plus and I am curious if there is any documentation regarding benefits or differences in functionality with Asset Explorer. -Kevin
Exporting or printing a dependencies map is HORRIBLE
When attempting to export or print (using ctrl+P) a project overview map or a depdenencies map (at the milestone level) the export and printout is extremely difficult to get right on a large project with a huge mapping of tasks. I would like to know if anyone has had success in exporting large maps
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
Client detail when creating request
How do I enable customer detail when creating a request? I mean, when a technician creates a request you can see the customer detail as shown in the image: But when the client creates the request, the details are not shown (Department, number, etc.) Sorry for the english, I only speak spanish, I used the google translator
How to set FQDN for Desktop Central?
I'm currently connecting to Desktop Central using the server name(servername:8020). I would like to have it where i would enter desktopcentral.domain.net. Please advise on setup. I've been stressing out trying to find out how to do this.
User Creation templates with Office 365
We are using dirsync to sync AD accounts with our Office 365 accounts. I've created a new template for user creation and added the Office 365 tab. I want to add proxy addresses to the AD account so that it will sync multiple alias addresses. I can't add the exchange option to do this without configuring an exchange management group. How can I add the proxy address or "Additional Email Address" option without exchange? Thanks
Cannot Login with AD Authentication
Hi, I cant login to ManageEngine SDP with AD authentication. Why, i need your help. Thank you.
Duplicate Ticket in service desk
Hi Team, Does anyone facing this challenge? if any email is sent from A to B as <test subject>, after the ticket created another response from A on the same mail. the ticket will be created as <Re: test Subjet>. Regards, Chandru
Apply template with script condition
Hello all, I'm new in OPM and I testing in a demo product. I create a linux script whose reply me an integer like 1 or 0 if one service exists (if exists the control file). There are any possibilities to control the result of this script and, if for example, the result is 1, apply the threshold template X, and if the result is 0, apply the threshold template Y? Thanks, Jordi
Added Multiple Users to Multiple groups
Hello, I need help adding multiple users to multiple groups. The caveat is that my source data has ONE group per row with all users in corresponding row. Three questions 1. Which bulk operation would I use to achieve this? 2. What would my CSV row headers look like? 3. What format does the data need to be for the corresponding headers Ie, Groups - "CN=Group1,OU=Groups etc.." Example GroupName Members Group1 Joe, Jimmy, David, Sammy Group2 Joe, Jimmy Group3
How to Disable Template Categories page?
In the initial phase of implementation, I do not want to implement templates for service request generation. Whenever a user clicks on 'Submit your Request', a default page should appear for him/her to enter the Subject and the description of the problem. Attachments can be sent. I deleted all the configured templates and only a default template is present, which is created by system. When a user clicks on 'Submit your Request' button, a blank Template Categories page appears. From there, there
Path report
I wish to schedule a report showing the following fields. Vulnerable System Report --------------------------------------- Computer Name Operating System Missing OS Patches Missing TP Patches Low Moderate Important Critical Health Last Scan Shutdown/Restart Remarks Regards Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
How to change answers to security questions?
Can users change answers to their own security questions?
Opmanager Servicedesk integration
Hello Everyone I can not integrate Opmanager 11600 with Servicedesk Plus 9204 No Firewall is setup Username and password is valid .I can not in as local auth to SD I have also tried domain auth but it also do not work technical key is generated in SD on account administrator During configuration I am getting error Servicedesk is not running I can open servicedesk web page port 80 from opmanager server No sure what can be wrong Can anyone help me with this issue Thanks
SalesForce / ServiceDesk Data Exchange
Is there any way to get data into services desk? I would like to be able to pull tickets from SalesForce so that we can track the request through our change process.
ServiceDesk Plus Java
Hi, I'm running ServiceDesk Plus 9 Build 9047 and I just noticed it is still using JRE 6u45. For security and performance reasons I'm looking at upgrading it to the latest JRE version 8u51. Is it possible? Will ManageEngine provide support? Thanks,
Trouble with scheduled absence and backup technichian
I have scheduled that I will be out of the office on monday afternoon and I have marked a backup technichian. The new requests that anyone tries to give me are now redirected to my backup. That's because the SLA is set to monday afternoon. I have to change the SLA to another day to be able to close requests that I'm dealing with today. Why?
Selection / Completion boxes within Tasks
Example: New user request. This spawns several Tasks to various techs. One tech will get the assignment. In the details of the task, the tech has to: refurbish equipment or issue new record asset assignment load O/S load specialty software install VPN or other apps as indicated. Contact user regarding ship/delivery date (especially if sending to another location [we have centralized IT for multiple sites]) etc. We would like to be able to have these items checked off as completed. We want to
Patching Linux boxes
While testing the patching function of the Linux boxes we found that DC was able to install patches for a Ubuntu box but for Red Hat there is no option to scan or update those boxes. Is there a way to patch Red Hat boxes using DC?
Issue with login on service desk plus Standard
Hi, i have an issue connecting to servicedesk plus standard edition with administrator login. I had enable AD authentication, when i logout form the application and tried to login again i have the message: "User name or password not correct" So, connecting via psql (i have postgress database) i have used the queries found on this forum to reset administrator login password. Seems that it works but when i try to access with local authentication i have again the error. "User name or password not correct".
Change default CI structure
Hi, I wanna to change structure default CI. For example default CIs are: - Access Point - Business Service - Cluster - Datacenter . . . - Network I wanna to change above to this: - Network |_ Access Point |_ Cluster |_ Datacenter What should I do?
Have you tried AlarmsOne's new features yet?
We introduced Multi-criteria Alerting and Alarm Escalations to make alert management more effective, and we would like to know whether our new features fulfil your IT alert management needs. I'll tell you how these features can help you, incase you haven't tried these features yet. With AlarmsOne, now you have entire control over the alerting process. Multi-criteria-based alerting helps you curb alert noise and receive notifications only for those critical alarms that need a response. Escalation
Auto merge based on matching phrase in subject
Hi Guys, Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line. For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised? However if an email came in that
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