Backup Schedule not Deleting
I have a schedule backup it is setup to retain only 3 days of backup but it is not deleting any of the backups it continues to grow a little help on this issues please. Thanks,
Rule to convert Incident to Service Request
Hello, Is there any way to convert inbound e-mail incidents to Service Requests? A solution can be found here: https://resources.manageengine.com/resources/resource/python-create-service-requests-by-email However, We would like to have this feature part of SD instead of custom additions. Please advice. Regards, Annfinn
Assigning more then 1 technician to a ticket
Hi All, Can this be done yet? I've seen this question asked from 3 years ago, and was wondering if it has been implemented. I cant find anything in settings etc or if theres a work around someone has come up with? I tried making a 'group' and adding 2 technicians to it, in hope if the requester replied to a ticket with that group attached it would email both technicians - which it did not. Its hard to explain why its beneficial to be able to assign more then 1 technician as people usually just reply
Approval Stage
Is there a way to have a Change automatically go to the Implementation stage once two CAB members approve the Change. We are currently having to manually mark the Change as Approved to move it to the next stage; even after the CAB members have mark it as approved.
Email Command
Im trying to find an email command for Last update: "$command" to put in my email. like example "$Title"
I would like to run a report on the history of a Ticket
I am trying to gain data on how many ticket flow into my queue from other teams. Can I run a report on the history of a ticket?
SQL report to export projects on high level
Need to create a custom report that includes ProjectID Project Title Project Owner Project Description Priority Status Start date End date projected end date Milestones (description and status) Project comments
SD pages not loading
After updating to build 9408 when I trie to connect to SDP i just have back a blank screen whatever browser I use (Explorer, Chrome, Firefox) Can you help please Antonio
Parse Multi Select Field
I am attempting to parse a multi-select (not multi line) field to enter into a table. I cant quite seem to figure it out, though - has anyone gotten this to work at all?
Default font changed after upgrading to 9404
We were on 9403 previously. Yesterday, we upgraded to 9404. The first thing I noticed is the default font has changed on new tickets, resolutions, etc.--anything with the HTML editor. Previously, I felt the font was Verdana; now it appears to have changed to Serif. Please see attached image.
Agent upgrade
Hi, After selecting all workstations with older agent versions and clicking Upgrade from Actions window nothing happens - progress windows stays in 0 success/fails state. I have tried to do it from different browsers and with different accounts - same result. Also rebooting machine doesn't help. Thanks in advance for every suggestion.
ServiceDesk Plus 9408 Released
Dear Users, SDP 9408 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9408 SD-71056 : After entering a requester's name in the new request page, the requester's details are not fetched. SD-70885 : Logged-in approver is not able to download attachments from the approval page. SD-71098 : Blank page appears while accessing Gantt view under any project. SD-71006 : Custom trigger's executor type is saved as
APP open solution menu has break out ON CELLPHONE huawei
APP open solution menu has break out ON CELLPHONE huawei
The move to agent-based scanning
Hello everyone, We would like to bring to your notice that the agentless mode of scanning will not be available in ServiceDesk Plus for Windows machines, henceforth. This change will be effective from our upcoming hot fix scheduled for Q2-2018. We request all customers using the agentless scanning method (WMI) to move to agent-based scanning. The agent can be configured and downloaded using the Windows Agent Configuration in Admin. Agent-based scanning —pros: Only one port is required for agent-based
ServiceDesk Plus
cant start the application i try to restart the server + services but still not working also i check the logs i found error when i try to start PostgreSQL: The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
Export all the tickets
Hello guys, I've tried to upgrade to from 8 to 9 but failed applying the hot patches. Once SDP was upgraded, a few pages didn't work. So I gave up and retored the sources and database. Another alternative for me is not to upgrade, stop the old release and begin with the following TKT number in the new release. My question is, Can I export all the TKT from 8.2 release and import them to the lastest one? How can I do that? Thanks for your support. Sebastián
Change TKT ID start number
Hello guys, I've tried to upgrade to from 8 to 9 but failed applying the hot patches. Once SDP was upgraded, a few pages didn't work. So I gave up and retored the sources and database. Another alternative for me is not to upgrade, stop the old release and begin with the following TKT number in the new release. My question is, Can I update the TKT ID table so I can begin with release 9 with the TKT #6000, for example? (and not begin with #1 again). I was looking for the main tables but the system
ServiceDesk Plus 9407 Released
Dear Users, SDP 9407 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-69982 : Beyond the Submission stage of a change, the Change Owner will no longer be allowed to globally edit the fields. From the Approvals stage of a change, any global edit made by the Change Manager will be notified to all Change Roles associated. You can disable this under the Change Notification Rules. New feature in 9407 SDF-67777
ManageEngine Licensee Consumption Report
Hi, We are having 1000 License for ManageEngine. We need to know where are we consuming our 1000 License. Do we have some kind of report which maps the License with the requisite Assets Regards Kumud Mishra 9830742793
Custom trigger for receipt of email
Is it possible to create a custom trigger that fires whenever a user emails a reply to an open ticket? I need to monitor when users have replied to tickets my team have open. Thanks, Adam
Notification of email received
Hi, I am trying to configure SDP to notify (via email) the technician working on an incident whenever an email is received relating to the incident. I've looked at custom triggers but I can't see how to set a trigger condition of 'email received' to fire off an alert email. Any suggestions? Cheers
Hi Peeps
I recently set up new service desk 9.4 Build 9402. How do i go about importing old requests (SQL) from the old service desk into the new one that i recently set up. Am desperate.
Database empty when new installed MySql WorkBench 8.0
Dear Everyone, I have a problem with my ServicesDesk Plus, I store database in MSSQL server 2008R2 and install new MySQL Workbench 8.0 when access againt all the database was empty. Please help me fix this problem many thanks.
how to add multiple emaills in Managine service
Dear sir/Madam, Please we need your help in Manage engine service plus when the requester send email through outlook they do not get the Request ID and Assigned Technicians. And also can we attach more than one email in Manage Engine service? How can we configure? Regards, Abreham
Cannot save mail server nsettings.
Hi there How do i fix the error below. FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Thanks in advance
managing Site and User Name when creating a new Ticket via Custom Function
Hi, is there a way to create a Custom Function that reset content of User name text field (Requester) when the item of Site is changed during the creation of a new ticket? Or to keep Site field always not editable? Cause I have a strict relationship between User and Site and I don't want to allow Site changing once the User is defined in is own field Thanks
Restrict Technician to Resolve incident opened by Him
Dears , How i can Restrict a Technician to resolve a case opened by him ? Ex : i am a technician & i opened a case for Group XXX , I need to make restriction not allow me to resolve the incident . thank you
Mandatory fields when closing Requests
Hi, Is it possible to add an additional mandatory filed for when closing only certain requests? So for example, all of our current requests require the same fields to be filled in (Technician, Group, etc) but one of our IT teams requires an additional field to be added but all I can see is an overall option (attached). Can you assist?
Can't close the banner Login Details when log on the web interface.
Dear Everyone, I just build successful the ServicesDeskPlus and when i log in the first time,i saw the banner Login Details with information User name Administrator and Password default Administrator. I click to close the banner and reload the web page i just saw the banner available. Who help me how to close the banner forrever. Many thanks everyone... and hope recevice your help soon!
Change Management Automatic Escalation
If the CMR request not approved in specified days e.g. 2 days, then, the request should automatically get escalated to next level for the approval (3rd stage). Is this possible in Change module?
Customized Email Notification for Tasks Assigned
Is there a way to have an email sent to a technician when a task is assigned to them only if the scheduled start date is populated? We do not want the email sent until a scheduled start date is entered. The default task email notification "email the owner when a task is assigned" is not helpful when there are multiple tasks added to a request from the templates as they need to be edited and the specifics added. There can be a lag between the task added and edited especially if the start date is out
New User Form Logic
Hi, I want to add more intelligence to the new user form, essentially I would like HR to fill in information for new hires, they input the name, position title and then select from a list the department in which they are to commence work and the date of their commencement. I would also like them to be able to select the new employees reporting manager via lookup. How do I add the following; 1. Field to lookup new employees reporting Manager 2. Drop down list to select Department 3. Workflow to send
ServiceDesk Plus
Hello, I am looking for a meetup group to discuss and learn how to take full advantage of the ITSM capabilities in ServiceDesk Plus as the company is trying to use the application. We are looking to make some fundamental changes to the way that we use Service Desk today. I was hoping that we could get some assistance putting together a plan of attack. We have a system that has been bastardized to fit our needs and those needs never included a concept of ITSM. So, there is no difference between a
How to see what PR created a PO
From within the PO is there a way to see what PR created it other than displaying all PR's and trying to figure it out based on description.
Boot Camp 1: Continual Service Improvement with ServiceDesk Plus
Good day, everyone! We are delighted to announce the inception of this year's instalment of the Boot Camp series today! Service desk managers are stuck with routine firefighting most of the times and they don’t find an opportunity to analyze and improvise their services. In this episode of the boot camp, we will discuss few tips to put Continual Service Improvement (CSI) in action and to better the service desk progressively. To brush up your knowledge on CSI and to learn more, take a quick quiz.
Case sensetive search in Requester field name for cyrillic letters
Hi! After updating from 9226 to 9317 and changing MS SQL database engine to internal Postgres we found a bug - case sensetive search in Requester field name for cyrillic letters. For example, if requester name is "Test" it can be found by typing "test" or "Test", but if it's written as "Тест", than typing "тест" is not an option. This behaviour can be reproduced on demo.servicedeskplus.com
Where Do We Find Annoucements in Build 9406?
How do I make annoucements in build 9406? I just updated from build 9326 to 9406, and I, as an administrative technician, no longer see Annoucements in Home. I tried customizing the Technican Home Page, but Annoucment does not show up in the Existing Widgets either. FYI: As a requester, Annoucement is still on the Home page.
Set Due by Date as NULL when assigned to specific Groups
Could not find an existing thread for this... Need to set 'Due by Date' as NULL when the Request is reassigned to specific Groups that organize their work prioritization in a separate tool. Was assuming I could use Custom Triggers to do this but I need a little help with it. We are using ServiceDesk Plus Enterprise build 9335 (testing 9405).
Duplicate Requesters are automatically created when creating a request by email
Hello, We are facing a problem with ServiceDesk Plus, when a requester submits a ticket/request using email, a duplicate requester with the same email gets automatically created. How can we stop this from happening? Our version is 9.3 Build 9335. Thank you.
Widget question
Hi, Our team have all added a widget to the top left of the Dashboard to allow us to see 'Time spent' on SRs each day. I've two queries about this: 1) Currently the widget shows what sort of requests you have worked on but does not give you the actual hours/minutes spent overall for the day (as it does when you run a report). Is it possible to add this to the widget? 2) We only added the Dashboard on Monday but every morning when we come into the office, the widget has shifted to the bottom left
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