Please start to add to the History tab when Business rules or other automation changes values
It would be very helpful if the History tab actually made note of when a Business rule has done something to a request. For example: <Business rule name>, triggered. Category changed from X to Y Subcategory changed from O to P
all reports show tickets of all accounts
Hi, After doing the update to build 9209, the reports show the tickets of all accounts, regardless of the selected account. But this only occurs with admin users logged. Therefore, all the reports scheduled with an administrator account to be sent to the customers are wrongly showing the tickets of all accounts Thanks in advance
Custom Triger Add a Request
Hi we are using the SDP MSK Version 9208. We want to run a custom script (python) when a request is closed. The script is below and the proble is that we are receiving the message when scripts runs .. Action Executed is :Νέο Δελτιο τιμολόγησης Message: Session request submitted successfully{'operation': {'result': {'status': 'Failed', 'message': "Mandatory element 'account' not found"}}} "data={\n \"operation\": {\n \"details\": {\n\t\t\t\"account\":\"ANACHEM\",\n \"title\": \"descrf\",\n \"priority\":
send report
Hi all, I have a scenario: - monthly generate reports about service usage for one of our customer - need to send report to customer When I create request in name of customer and attach document, notification recieved but there is no attachement in notification mail. Is it possible to send attachement with notification? I found $Description which send problem description within notification but can not find attachement variable. Is there a better way to send reports to customers?
CSV requester import - self-service details
Hi, I'm trying to import some requesters from a CSV file. It requires username and password for self-service portal as mandatory fields. Is there a way to bypass this? The requesters I'm trying to import will not use the self-service portal.
how can I get more information from GET_REQUESTES?
Hello I need your help. I'm using the API get_requests but this just get some fields: <request> <workorderid>XXXXX</workorderid> <requester>TEJIDOS INDUSTRIALES COVETA S.A.</requester> <createdby>TEJIDOS INDUSTRIALES COVETA S.A.</createdby> <createdtime>1496957916993</createdtime> <duebytime>1497389916993</duebytime> <subject>Error en contabilidad</subject> <technician>MARTHA AIDEE MALDONADO MARIN</technician> <priority>3- Alta ó Restricción
Requester auto creation from email
I'd like to prevent the auto creation of requesters in the system when a new or unlisted requester sends an email. I still need to process these requests but don't want a new requester created in the system? Is this possible? Thanks.
SDP- MSP_ Default Solutions in Resolution tab
Hi there, I see there's multiple threads of the Solutions auto suggest when adding a resolution, also see there is a fix. Is the fix the same for SDP- MSP? Regards
"My Task" on Home page not ordered by date
Hello, We noted that the "My Task" tab on the homepage dashboard were ordered by name and not by date. Is it a bad programming of our tool or is it by design ? Thanks.
Remote control through Internet
I installed Servicedesk plus MSP in the cloud server. I want to take the remote control on the machine through Internet. My computer is on the private network and use Internet. I want to take the remote control permanently. What is the solution?
parsing requests made through email
Anyone have any luck / experience with parsing requests that arrive through email? Here's an example: HR normally emails the Help Desk when someone is hired. This gets dumped into the unassigned pile, using the "default template". I have created a template with a work flow and task assignments that go to the correct people automatically. It works perfectly when a request is entered by hand. I would like to parse tickets as they come in. Based on the subject line, i'd like to tag it onto the
Service Desk Plus not fetching emails
We recently migrated and implemented SSL on our mail server and a few changes were made including the server name. I made the necessary changes on the application like POP to POPs and both incoming and outgoing ports were changed to 995 and 465 receptively. After I made the changes the application has stopped fetching mails. Kindly help me look into it and see if there is anything I can do. Thank you..
user notificatio
Hi all, I need one more solution from you! This is the scenario: 1. Recieve request from user that is not already in system. Recieve it by phone or personal mail. 2. Create request in name of user using web form 3. When prompted respond Yes to create new requester 4. Request is created in SDP MSP and, also, requester is created. The issue that I can not resolve is that requester never recieves information about request creation and login information. Which notificatio should I use to resolve the
Work Log Detail Report
I was needing to see if there is any way to search for a keyword or a specific number/word that is located in the Work Log Detail. I will only need to have the ability to find a specified keyword and the request ID
SDP MSP error after switching to HTTPS
I followed this document to prepare keystore, csr and load certificates. https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/install-ssl.html It all went fine during cert creation and loading, but after restart I can't login to SDP anymore. The error message is "ERR_SSL_VERSION_OR_CIPHER_MISMATCH HIDE DETAILS Unsupported protocol The client and server don't support a common SSL protocol version or cipher suite. Any idea?
SDSiteAdmin role can't select Change Implementer
I have a user that is set-up with SDSiteAdmin access under our MSP default site (OSC Host). This person is entering changes into the system for us however they aren't able to select technicians for the "Implementer" role. They can see the list of technicians but can't select anyone. The technicians are all set-up in the same site (OSC Host). Not sure if this is a restriction with the SDSiteAdmin role or if this is a bug? Thanks, Tammy Your Version : 9.2 Build 9204 Latest Version : 9.2 Build 9209 [Details]
Does the Service desk Plus MSP support SAML Login?
We have a customer portal that required authentication and we want to publish the service desk link on this portal, but we don't want to make our customers to login twice, soo we look for a Single Sign On tool and we found that it uses SAML. Also, we want to set up this feature to our customers and they are not on the company's active directory. https://support.onelogin.com/hc/en-us/articles/201174114-Configuring-SAML-for-Service-Desk-Plus
ServiceDesk Plus will not load / start
Stuck on "Application Layer Started.................................................................................................................." wth....... ??? We have it running on another server and we have just bought this new one and we want to install it on the new one.. Trying to install the new 8.1 on a Windows Server 2008 R2 64 bit box thank you in advance for any assistance
Cannot start Service Desk Plus MSP
I am trying to start the application after installing it and it freezes. This is what I am getting. And then I have to close out of my terminal because it won't work. root@debian-axiros:/usr/ManageEngine/ServiceDeskPlus-MSP/bin# sh run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /usr/ManageEngine/ServiceDeskPlus-MSP JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m
Please add the ability for task templates to update dynamically
We use task templates a lot. We'll make a template such as "Create Active Directory account", put a link to our wiki with the steps and then apply the task to our various hiring templates (Service Catalog forms). It would be great if when we updated the task template, all of the Service Catalog items the task template was applied to would be updated. I am an MSP user but I figure I'd put the feature request here for additional eyeballs. Thanks!
Unable to Install on Linux | Ubuntu, Debian, and RHEL
Hello, When we go to install the downloaded 64bit file from the website and following these instructions (without GUI): https://www.manageengine.com/products/service-desk-msp/help/adminguide/introduction/installation-linux.html#lin2 we seem to run into an issue where the installer doesn't actually load. It states it is loading the Java(tm) Virtual Machine then goes right back to the prompt asking us to run a command. We've tried this on Ubuntu 16.04, Debian GNU/Linux 8, and RHEL 7.0 with the same
Custom subject on Incident template based on Requester information
Servicedesk Plus MSP 9.2 Build 9208 So I'm trying to figure out a Field & Form Rule for my template that makes it fill in the Subject automatically when the Requester field is changed. So if the Requester is in Department X the subject would change to "X Pinpad incident" But I can't select Requester as a "OnChange" item in Field and form rules. Also it's important that the technician can change the subject after that has been done.
ServiceDesk Plus MSP - version 9.2- Build - 9209 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9209 Please refer the Migration path table available here and upgrade to our latest build 9209. What's new in ServiceDesk Plus - MSP 9209 ? Features SDPMSP-10373 : Ability to import users from Remote AE like importing assets. SDPMSP-10433 : REST API support for Worklog Type and Worklog Additional fields while adding worklog. Issues Fixed SDPMSP-10258 : While adding a task through API, the description returns null. SDPMSP-10325
Change Requester after incident was created
Hello, i wanted to know if it is possible to change the requester inside an incident after it was created.
Sending Notification Failed
For some reason every time we attempt to reply to one of our requests, we get an error notification that says "Sending Notification Failed.". We've already set up the mail server with Outlook, and service desk has told us that the mail service was running successfully. I'm not fully sure why this keeps happening, but when I went into the logs I found that this stuck out the most: "Caused by: javax.mail.AuthenticationFailedException" I'll attach the full serverout0 log to this post. Are there any
Approvals By Requesters
I have two questions about requesters performing approvals: 1) If I have a web form with some workflow requiring approval both by a technician and a requester - can the requester approve a request? They are not a technician so they do not have a license. 2) Can a requester approve a change request? Thanks
Mobile url access - how to disable.
By default, if using a mobile device the URL gets redirected to http://ServiceDesk/mc/... Is there anyway to turn this off? Thanks in advance.
Purchase Issue with Quantity Field
Hi, I'm currently using Service Desk Plus MSP version 9.2. When I raise a purchase order I need to add a quantity of 3.5, but it looks like this isn't possible, I receive a message back 'please enter a valid number). The order I want to raise only cover a quantity of 3.5, how can I get around this issue? Thanks, Tracy
Full Hardware Report TABULAR
Hi how can I build my report with all the hardware details like Drives,CPU,Memory,Name OS but that will be set to a table like this computer name / CPU / Drivers ..... thanks TK
Service catalog creating Duplicates
hi when creating a service catalog, it creates duplicates, so 1 is submitted but it creates 3. did anyone else have a similar issue?
Account dropdown location
Is it possible to move the Account field dropdown? I would prefer this dropdown be all the way to the left rather than the middle of the screen. With EACH request being created, the Account is selected is key and I've had users create a ticket then realize the Account is wrong. So, when they change the Account all they've typed is cleared out. I believe you can change the Site which will change the Account but I would rather avoid this situation completely. If it means editing an underlying
HELP SERVICE DESK PLUS IS NOT STARTING
My sistem is not starting, someone know how to resolve this problem, stay in this status ours and ours....
mobile application
hello everyone, could you please tell me if i want to have service deskmobile application MSP how i can do ? i download the service desk project management and try to login with user an password in active directory ,but i get login failed error. however i login with same user in service desk helpdesk . thanks
How to add a widget from Analytics Plus
How do I add a widget from AP? Also how do I create custom dashboards in MSP?
Change Management Failure Workflow
I would like to get some input on how best to handle a change that fails the implementation step. I went in and added a status of "Failed" within the Implementation stage. In the workflow we want a failed change to still go to the Review stage so we can figure out why it failed. At that point, I am not sure the best way to handle the change. We want to change to be reviewed and then move to the Close stage but we want to the final status of the change to be "Failed". While I've got a "failed" status
Change the ApprovalLink
Hi we want to change the approval link from ip to host name ! where we can do this change ? the approvallink is now somethink like this http://78.105.45.26:8080/approval/<some text > and we want to replace the ip to a host name like this http://helpdesk.company.com:8080/approval/<some text >
Update Url survey because is broken
Hi, I have a query with the url of survey BEFORE http://MYSERVER/sd/SurveyDetails.sd?surveyMode=newSurvey&surveyID=182709&userID=2104 (It´s Broken, bad.) NOW http://MYSERVER/sd/SurveyDetails.sd?surveyData=2fbb38a41e336d1f38668bf256bd122408d3be2f (It´s Works, Good) Query: SELECT w.siteid, sd.name, LONGTODATE(s1.createdtime) "fecha resultado de la encuesta",w.workorderid "Request ID", w.title, LONGTODATE(w.createdtime) "Fecha Creación de la Solicitud", aa.first_name "Requester Name", emailid "Requester
Asset Explorer and how ManageEngine defines Uniqueness
Please can you clarify how ManageEngine distinguishes when a machine is unique. The below article states there is a hierarchy order of how the software defines what is unique, but there are some contradictions. "Consider a workstation with different name and Service Tag, but with same MAC address as the one already available in the application. On performing a scan, the details of the existing workstation will be replaced by the newly scanned workstation." According to the hierarchy order in the
Service Desk Plus Feature Help (Free version)
Hi We currently are currently using the free version of the Service Desk Plus (Ver 9.2 Build 9226) Our company is going through a growth spurt and we would like a system which has several features we dont believe the current free system can perform. Please could someone advise whether it is possible in this version? Thanks Job management System We need a way of seperating normal helpdesk tickets from chargable jobs (such as installs and onsite investigations) We need the accounts dept to be able
Change Template
Hello dears, How could I hide the "Workflow" drop down menu when filling the change template. My use case is that I already have a predefined workflow for the change based on different aspects and need to disable the user from selecting the workflow. Is that applicable?! Thanks, Rehab
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