Configuration of mixed workflow request templates
Hi, everyone. I would like to know, what is the useable configuration method of mixed workflow request templates? In other words, how can I configure service request if there are more support groups than one ?
Moving of field
Hi everyone, How can I move "Bağlıdır" field from here?
Group notifications in Problems Module
Hello, is there a way after I create a Problem, to send notifications of this problem to several recipients? like creating a notification group for an specific account and select it when notifying a problem? Thank you
Using of Approval status
Hi, everyone. İ would like to know, how can I create business rules according approval status. For example, İf approval status is "reject", make request status as "İmtina olundu" and send close/re-open mail to requester.
Custom Trigger to fire on status change
Hi, I want a custom trigger to fire when a request status changes to either In Progress or to Onhold Please point me in the right direction Thanks
Project worklogs aren't billed (no Total Cost)
hi! I mentioned that there is no Total Cost in Project Worklogs. Is there any way to enable it as for Request Worklogs?
Enable Two-Factor Authentication?
We currently utilize SD+ MSP, but we are wanting to lock logging in down further with Two-Factor Authentication. Is this possible?
Relation Account and Product
Hi i have a question when i try to create new request. First, i have created Account A, Product PA1, PA2 (for implement account A), PB1, PB2 (for implement another account). With Account A i have create sale product PA1 and PA2 (on screen Accounts)
How to setup "Update request status when a new reply is received."
Hello, I'm trying to implement this script on our server https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-when-a-new-reply-is-received Looking at the config file don't understand why do I need to configure my mail server? Could someone please explain why ? KR Daniel
Python add request to servicedesk plus
Hello, Can you help me, please. I'm trying to add request to servicedesk plus using python. Here is my code : import requests url = "https://web_url:port_number/api/v3/requests" headers = {"technician_key":"29CFC222-0000-4628-0000-04CAA5123456"} input_data = '''{ "operation": { "details": { "requester": "John Grey", "subject": "First request", "description": "Test request number 1", "requesttemplate": "Default Request", "priority":
Associate Contract changes Time Taken to Resolve
Associating to a different contract changes time taken to resolve. How can this be stopped ?
Reply from Technician Reply
Hi, When Technician reply to requester so the only forward tab is available. Why reply tab is missing. I want to reply including my previous reply. Please review the attached image. Thanks Shoaib Nawaz
Check for newly added workstations
Hello. In the "Admin" section the "Discovery" -> "Audit Settings section", there is a "Check for newly added workstations" setting. How we can configure the search for newly added stations at the certain time? Is it possible? Or it uses settings that was given in section "Enable Scheduled Scan" -> "Time"?
Request filter
Hello, I'm looking for a way to separate new assigned and responded requests with a filter but I can't find any option to do that . Your Version: 10.5 Build 10510 Database: postgres KR Daniel
Errors after deleting Service Catalog additional field
Dear all, a client using ManageEngine ServiceDesk Enterprise 9.4 deleted a custom Service Request field from Admin > Service Catalog > Service Catalog - Additional Fields. As a result the said field was deleted in the DB as well (GUDF_DATE6). Is this expected behavior? It seems this has caused several problems, one of which is that there is a problem with creating a new change from request (Associate Change > New Change button), which fails with "Error occurred at server side, please contact your
API v3
Hello, Can i use API v3 running ServiceDesk PLus version 9.4 build 9422 ?
How to manage internet providers
Hello. We using ServiceDesk Plus MSP Enterprise. Our company offices are located in different cities. We have different internet providers in these cities. How to manage them using SDP? Any advices?
Cross Domain Email
My main and largest client has 3 IT Techs in house. They want the ticket replies for their users to come from their corporate email addresses (Or at least appear to), but still have the system track all threads between technician and end user until resolution. Is there a way to accomplish this without creating a Federation between our corporate O365 Tenant and the Client's? I have been at infrastructure and application role outs for 21 years (Specializing in Citrix, you get pretty strong at rolling
Can the completion of a task trigger a change to the technician on a ticket?
Hi, So I've come across a unique situation where I have a request and it technically needs to have two technicians assigned to it, but I can only choose one. I don't want to change the group for multiple reasons. What I decided to do to try and work around that is to assign the technician to whomever will complete the first task and create multiple tasks with the appropriate technician for each. Then, once that task is complete, go back and change the requests technician to whoever owns the next
Remove the new Request Left Panel for everybody
Hello, I would like to know how to remove the left request list for everybody when opening a request/incident. This is really annoying and it appeared after the new update.
Assign a User by Category and Round Robin by least amount of open tickets
I am making a field based on a capability matrix. Based on the vaule of the filed, i want the ticket to assign to one of two technician based on who has the least amount of open tickets. Looking for recommendation that are best to accomplish this task. Here is an example A service desk issue. The category would be Service desk, the techinian is Sheila Newman or Joyce Neider. Joyce has the least amount of open tickets, so the ticket is assigned to her. Can I do this?
How to make a technician inactive?
Hello I am preparing a report (non SQL but regular) in order to see what active technicians I have. And I have a desired report with a collumn active where all my technicians are active. So I wonder how to make sometechnician inactive if they are out of active support? I cannot see any option when editing a technician to mark them inactive
MDaemon SMTP sending notification failed
Hi, We have MDaemon mail server in our organization and use SDP MSP v10.5.09, but get error "sending notification failed" while send mail. [11:46:26:102]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: QUIT| [11:46:26:118]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: 221 2.0.0 See ya in cyberspace| [11:46:26:118]|[08-06-2020]|[SYSERR]|[INFO]|[46]: com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.0 Authentication required I attached serverout.txt log to see my problem. What should I do? Do you have any best practice for
WorkOrder_Fields field created, not shown on list, but synched in analytics
Hello This is a problem sometimes happen in our MSP 9408 build When creating a WorkOrder additional field, SDP says it's ok, but then it isn't shown on the list. Surprisingly, later is imported on Analytics Plus, so, somehow, it exists... Let's say we create a WorkOrder field named "Linea", as a PickList text if I query all the files in "columnaliases", it isn't shown In the results, the last one columname in table WorkOrder_Fields is UDF_CHAR40, so I "Linea" to be UDF_CHAR41, but it doesn't exist
Are VIP requesters visible in requesters view listings?
Hello, Is the VIP mark visible as a Requester in the requesters view, like in the Technicians view? Technician:
Flag system confirmation mail as a first response
Hi, When the system sends a confirmation mail, would it be possible to flag this as a first response and not wait until a technician sends a reply? Thanks in advance. Kerim
REST API V3 add Resolutions
Hello, we are trying to add a Resolution via REST API and we are having error: "Input Json Data not found for entity." according to documentation that's the way to add new resolutions: Could you advice us about this problem?
Help with mail settings in Support groups and accouts to correct site assingment
Hi please, we need some help with the configuration of mail settings. We need to achieve the following behaviour: - We have our mail server settings fetching mails from support@example - A customer account, which has configured customera.support@example as support e-mail address - A support group with group email set to unix.customera.support@example - Mail server settings E-Mail Address set to support@example.tech (fetch mails), customera.support@example, unix.customera@example - curtomera.support@example and
Upgrade process - hate it
We are currently 4 major versions delayed for our SDP and the upgrade process is really getting uncomfortable. Imagine, we are required to go through all versions to reach the latest version. It is like going through: Windows XP -> Windows Vista -> Windows 7 -> WIndows 8 -> Windows 10 Android 4.3 -> Android 4.4 -> Android 5.0 -> Android 6.0 -> Android 7.0 It would have been OK if the upgrade was smooth and flawless but it was not. Pain Points: Long backup hours for DB and FileAttachments - 6+ hrs
Integration with in-house application by External Action plugin
Hi, We do have in-house software used for interaction with vendor. Hence, I would like to know if there is any way for us to integrate both system using external action plugin. Look forward for your suggestion/guide on how to.
REST API - Add Request
Hello, I'm new to ManageEngine API, and APi in general. Can you please help me.I'm trying to add a new request but keep getting an error " User does not have permissions to view this request filter " My request looks like this: https://sd.somewebsite.com:3434/sdpapi/request/?TECHNICIAN_KEY=full_admin_technician_key&INPUT_DATA={"operation": {"details": {"requester":"Mark Green","subject": "Build me a plane!","description": "Build the most beautiful plane!","requesttemplate": "Default Request","priority":
Service Catalogue - Add/Remove options in the Fields and forms rules
Hi guys, I was wondering if you could help me understand a rule in the admin side, and whether it resolves my issue. I'm creating a new Service catalogue and I'd like to do the following: On Form load the field "Department" would be empty When a user selects a "Site" from the "Site" field, the "On field edit" rule triggers if user selects "Site A" then the "Department" field will be populated by x,y,z options if user selects "Site B" then the "Department" field will be populated by a,b,c options.
incident template
Hello everyone; i meet a wrong,i don't know add field, i want add to a field in cell (chinh cac truong them) i want add example (them 1,them 2,them 3) when i choose other please introduce me thanks all
Replace your portal for issues and feature request with something similar User Voice
The current portal where we vote and track reported issues is sooooooo outdated and difficult to use. Can you replace that with something similar to User Voice? Sample Sites: Microsoft Word: https://word.uservoice.com/ Microsoft Excel: https://excel.uservoice.com/ Microsoft PowerPoint: https://powerpoint.uservoice.com/ User Voice:
Technicians can't pickup requests without Category,Subcategory,Item assigned.
Techs used to be able to pickup requests without a CSI assigned. Now they are forced to go into the ticket and update those fields before being able to assign or pickup requests. Is there a way to change this? These are still mandatory fields for CLOSING a request but shouldn't be mandatory for picking up a request.
Question about ServiceDesk Plus MSP
Hi Team! We have a potential customer who consults us about connecting SDP MSP to a Syslog server. The purpose is to send the logs to a SIEM solution. Is this possible? Another question asked by our customer Is there a link where we can access the EOL and EOS of SDP MSP? Finally the costumer asks us about FoS, in this link it says that it is not recommended to have in virtual environments and our costumer is evaluating to have SDP MSP in VMs. https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/failover-service/failover-service.html
Problem getting resolution of request using API
Hi, All I'm integrating our servicedesk plus with out internal product using API and working in Python. I successfully got details of a response, uploaded attachment to a request using API but I ain't able to "GET" resolution of a request. Getting following error: {"operation":{"result":{"message":"Error when validating URL - Invalid URL for the requested operation.","status":"Failed"}}} I also tried closing the request using API but got 405 (Method not supported) HTTP code. Got same 405 code for
E-mail commad to asign request to account
Hi, we need to asign a request to account, taking account name from e-mail subjet, is it possible? Thanks.
Upgrade without database backup
Hi, How can we bypass the backup requirement during an upgrade to 10500? We have an external database and backup system and I don't want to have to wait hours for the inbuilt backup to run during downtime. Previously this was a simple change to the startup batch file, but that don't appear to work any more; https://pitstop.manageengine.com/portal/community/topic/update-without-running-a-backup thanks
Certain column not appeared on report
I've set an additional fields for incident template which type is CheckBox. However when I would like to generate report specifically based on the additional filed i've just created (not appear in Advanced Filtering), it is not there. The option is not available. Other additional field are available but not the CheckBox type. Is there any way for me to generate report specifically based on the additional field type CheckBox? Verison: 10.5 Build 10501 DB: postgres
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