$Department is not working correctly, when I select it to add it to an email notice template, it comes up as $UDF_CHAR9 instead.
$Department is not working correctly, when I select it to add it to an email notice template, it comes up as $UDF_CHAR9 instead. Neither seem to pull the department that the ticket is set to. version 9226 - MSSQL
Specialist can change the visibility of applications for users
Hello Specialist can change the visibility of applications for users.users should not see the problem of other users and experts should not be able to change the settings. Now you can do it when you choose the owner of the problem. is this possible? Another question. Automatically insert your email in the field "E-mail Id (s) To Notify" - can not configure Thank you!
SSO Not working
Hello All, I've had this issue in the past and forgot how to correct it with the scripts...... Our SSO has stopped working and we most likely need to reset the computer password. I have the two VBS scripts but I'm unsure of how to run them. I get a bunch of popups when I run the scripts that suggest I am not putting in the script command line arguments. Thanks!
More Flexibility to Re-Open rules on Requester Reply
I'd like to have requester replies automatically reopen a ticket for a select period of time, but if the ticket is old enough start to open a new ticket. I understand this is currently available in Self-Service Portal Settings: When the requester replies through E-mail / Portal to the closed requests. Perform the following: Reopen the same request within 12345678910 days from closed time. Else, create as a new request. However I only get to choose up from 1-10 days. We're looking at a time period
System time in Service Desk does not match Server time, method of timestamping unclear
I see nowhere to configure the time showing in the top right of the service desk interface. It is not showing server time either. Server time is correct per our technical group, but the SD interface time is one hour off (perhaps due to recent change from/to daylight savings). I would expect that the setting of the timezone on the Site entity should govern all requesters and technicians from that site, I have not yet been able to test a requester account to verify on that side but clearly this is
Task
Whats the difference between Mark\ Assign on a task?
Email to Notify Field- Update via Powershell/API
I have a powershell script that makes an API update via post to update ticket fields. For some reason I can't seem to update the "Email(s) to Notify" field via the API It looks like the name for this field is "emailcc" according to the API Documentation; however, when I attempt to update the request and add an email address to this field it doesn't seem to work, even though I can update other fields with the same script. Anything I need to do differently to change this field?
ServiceDesk Plus Android app 3.0 Released
Dear User, ServiceDesk Plus Android app 3.0 has been Released. Please find the play store link below, https://play.google.com/store/apps/details?id=com.manageengine.sdp Features included in 3.0 are: 1. Tasks feature supported from build version 9203 & above. 2. Support to add, edit, view & delete tasks. 3. Add work log & attachment support for tasks. 4. Option to include start time, end time & non-operational hours in work log. 5. Consider as first response dialog shown while adding notes &
API & Attachments Summary
Hello! How i can get all attachments in request? I found this in https://intranet.wiki.zoho.com/MSP-SDP/XML-based-Rest-API.html But it not work :( I play around http://localhost:8080/sdpapi/request/<ID>/attachments/?OPERATION_NAME=GET&TECHNICIAN_KEY=XXXXX-XXX-XXXXX-XXXX but operation name "GET/GET_ATTACHMENTS/GET_ALL/etc" is incorrect. Without OPERATION_NAME and TECHNICIAN_KEY this does not work too. I need save all attachments from request - how i can do it? :(
Closed a ticket by mistake.
I closed a ticket by mistake, how do I reopen it?
Retention
Is there a default length of time that information is retained in service desk? say i want to look at a ticket that was placed in service desk 3 years ago, is that readily available?
A specialist who can create customer
Hi Friends. I want to create a user who will be able to create customers only. Is that possible?
Send Email notification to user when assigned to a group
Hi Everyone, Has anyone done this on their SDP set up I want to create a business rule that when a ticket has been assign to a group - user will be notify? Also have we add the variable first name on the request template? i would really want that as our naming format is lastname,firstname which make it really weird is i used $requesterName on the request template. Sorry for the 2 questions. Request template will be something like below -------------------------------------------------------------------
ManageEngine Service Not Starting
Hi Guys, Having a few issues with our ManageEngine service not starting. We are currently running it on a Windows Server 2008r2 server and are getting the following error when starting the service: "The ManageEngine ServiceDesk Plus service terminated with service-specific error %%-1." Any ideas? Cheers
Unlock AD Account through ServiceDesk Plus custom menu with PowerShell script
Hi everyone, Played a bit around with and tried to learn how to use PowerShell scripts triggered by SD Plus. Result of this is the attached script which we now use, triggered by a custom request menu visible when using our "AD account locked" service request template, to unlock AD accounts. Will also use this as a template to create other scripts in the future. If you've got any scripts you already use, I'd be quite keen to learn what you're doing... Prerequisites to get SD Plus to run PowerShell
Repeated ID in Subject
Hello We have following in REPLY template (Re: [ID $RequestId] : $Title) I think it's standard. From second reply we have adding new RE:[ID ***] Every reply it's added What could be the problem? As example: RE: [ID 54432] : RE: [ID 54432] : RE: [ID 54432] : RE: [ID 54432] : Graph reques SD+ 9038 WIN
Notification failed to send
we are facing constant issue on notification failed when replying a ticket Notification failed on sending mail reply to a ticket License Info License Type = Registered Product = Enterprise @Name = Temesghen Shama Araia@ @Mobile Number = 50067786@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.2000@ @Current Build = 9229@ @32 / 64 bit installation = 64@ @Logged in users = 22@ @Zone = Asia/Riyadh@
Duplicate requesters when importing from AD - is it better to import or use LDAP?
Hi there, I have enabled scheduled import from AD but it keeps bringing in duplicates. I have seen the other post about this https://forums.manageengine.com/topic/duplicate-requesters-when-importing-from-active-directory and have similar issue with the domain showing for some so made sure that "Override user information based on e-mail ID" is enabled. What is the best way to link to AD so that new users are automatically created without it creating duplicates? I have both "Enable Active Directory
connect a solution to a request
I'm using the solution-database of se plus. But I need a link from a solution to the initial request. If I'm reading a solution I can't see which request is it based on. How can I find this?
Incorrect Requester Name For Incoming Emails
We use a third-party website to allows our employees to fill out forms and have the results emailed to SDP, which opens a request for our back office to complete. The problem I'm running into is that the email from our third-party website has the from address as such: btoy@nextierbank.com on behalf of nextierbank@csiweb.com So SDP is showing the requester as nextierbank, instead of the correct user btoy@nextierbank.com I've talked with our third-part website and they cannot change how they send emails.
iOS App Errors
A couple users have reported errors today when using the Helpdesk app on their iphones or ipads. The first one reported no usability at all. After reinstalling the app, he could get it working, but still an this error, which was also reported by another user. Can't attach a screenshot right not, but there is a red bar at the bottom appears when you open the app or perform certain tasks, but then hides after a couple seconds. It shows a message,"Module provided in the request is not supported."
ServiceDesk Plus & Jira Integration?
Does anyone have real life experience with the ServiceDesk Plus & Jira Integration? How have you solved the plain text password issue? Many thanks, G
Can headers be added to a change template in service desk plus?
I would like to build a template that have certain sections of the form separated by headers for the section. If this is a possibility can you please layout how to go about the process of building the header and inserting it into the Change Template.
Where to find agent version
How do I find the version of our windows agent so that I can enter it in the startup install script?
Project Management additional fields
We would like to see additional fields made available for the project management module. We need to track things like Group/Team, Funding source, Strategic goal alignment (multiple selection), Backup owner, risk score as well as others for project portfolio reporting purposes.
Seeking To Survey With ServiceDesk Plus
ManageEngine ServiceDesk Plus has it's own built-in survey option which allows for creating a series of feedback questions with graded user response and comments: One particular client was looking to obtain feedback from their user base but wanted to omit sending too many notification emails to the users. As the in-built survey had it's own, separate notification email this didn't really suit this particular environment. In addition they were also looking to create a slightly more graphical survey
Install SSL Certificate
We are having difficulties installing ssl certificate. Tried to install it using this guide and other guides too, but without success Your assistance would be appreciated
Login Log of Users
Hi dears I need to creat a report to know which users have been login to system with the time detail, how i can have this security report? Best Regards
Preventive Maintenance Tasks no working properly
Dear all, We use a several PM tasks here and the most are daily, they aren't working properly. We not did any change that can justify this issue. Thanks for your help. Regards, Felipe
How to change the local administrator password in services desl plus
Give CC'd Users the ability to View Tickets
When I CC a user on a ticket and send them the ticket link it says Request does not fall under your permitted scope. So you are unauthorized to update the same. How can I make sure that any CCd user on a ticket will have the ability to view the ticket as well, and not just the requester?
Email Notification for Unassigned Task
I would like to be able to set up a notification for when an unassigned ticket is service desk pro (Version 9.2 Build 9226). What I would like is that if a ticket sets as unassigned for 2 hours that email is sent to managers so that they can address at that time instead of waiting to discover that the ticket has been unassigned at a later time. I do not know if this is something that is available, but if it is I would like help in setting this up.
Notify Support Group (Not Just Technician) on Requester Reply
We would like to have the option within a support group notifications to have a notification email be sent to the Support Group when a requester replies to a ticket that has been assigned to that group. We would like this option to be within the Support Group notifications below: Send notification to group technician(s) when a new request is added to this group Send notification to technician(s) when a request in this group is left unpicked. Send notification to group technician(s) when a request
Backup not include Attachement
Hi, I have moved servicedesk to new server but now this not include attachement. Any idea? I attach SDPBackup log
Auto Assign to Site.
Hi. I was wondering if you can automatically assign a site to a request which is being received via e-mail? That is, so the technicians will only see relevant site requests? Kind Regards, Öllvir Sveinsson
Downgrading from a full version of manage engine to the free one technician version
Dear All, I am wondering if you could help? We are transferring our day to day running to another manage engine instance from next week so will not be renewing our specific licence, however we would like to keep the existing version in a 'look up' mode for audit etc. I notice that you can have manage engine installed for free as a single technician, this would work for us. Has any one attempted to downgrade their instance to the free version to preserve the data in manage engine and if so do you
Request Status Scheduler applies only to Onhold Status
Hi, ¿How can we configure the Request Status Scheduler to change to any In Progress status? Regards
Opening tasks by script
Hi, Is it possible to open tasks by fields and form rules (by script)?
Reports by Solution
Hello Everyone Is there any query or built in functions to, make a report based on request solved by solutions Thank You Best Regards
Mass reassign tickets
How can I mass reassign tickets to a different support group. As far as I can see I can only do 250 at a time however I need to reassign 1000's so is there an easier way to do this?
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