ManageEngine Licensee mapping
Can I have a report available in the ManageEngine through which I can get the ManageEngine License Usage information. Regards Kumud Mishra 9830742793
SDP API - Onboarding/Offboarding with Powershell
I created a couple small and quick powershell scripts to automate onboarding/offboarding requests in SDP for new hires and terminations. They create/delete ActiveDirectory user accounts, and close/create other tickets as examples related to common onboarding/offboarding process. In addition to SDP API calls, they use native AD powershell commands, as well as ADManagerPlus API calls. In our environment, new employees are created by submitting a new user template with multiple required fields filled
Requester Refresh Frequency
how can config Refresh Frequency for requester???
TroubleShooting
I was successfull install ServiceDesk in Ubuntu 16.04, but i think i have many wrong configuration. I wan to reset/clear all database & configuration to fresh install. Please step by step to do it.
How to upgrade SDP from 8.2 to 9.4
Hello, I am using the free realease. I don't know if you can help me instead. I want to migrate from 8.2 to 9.4, sqlserver. When I did the backup from 8.2 and wanted to restore to new version 9.4, the restore process said there was incompatibility issues with realease. Do you have any guide? Thanks for your help. Sebastián
Requests by email
Hello, is there a way when a requestor sends in an email with a specific word in the title that this will then populate all the relevant fields or activate a specific template? For example we get requests to release emails from our exchange, when a request of this nature is sent in then the fields would be populated with the correct cats, priorities and then it's own specific SLA.
Remove solution from email
Hi there, when a user logs a ticket they receive an email back with there reference etc but now it seems to inlcude a solution suggestion at the bottom of the email, how do we stop this.
Linking open tasks to project
I have a number of open tasks that I want to link to a new project I created in SD Plus. How do I link or associate those tasks with the project so I do not have to recreate them?
category as mandatory field
when submitting a ticket, category should be filled out, but this is not the case every time. Could it be setup so category is a mandatory field to fill out?
Request reply opens in wrong window
I'm using Firefox Quantum 59.0.2, running in full screen mode on the right window on my desktop. When I click the Reply button on a request the "Mail to Requester" window opens in the center of the left window. If I use IE or Chrome the window opens in the correct (right) window, but I prefer using Firefox. I just checked and the "About" and "License" links in the help menu do the same thing. We're running ServiceDesk Plus, version 9.4 Build 9400, and I'm running Windows 10 1607 on my desktop. Anybody
RACI to CMDB to CI?
Has anyone had any success or have an idea on how to utilize or record a raci record for our CIs?
ServiceDesk Plus 9405 Released
Dear Users, SDP 9405 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9405: Vulnerability Issues: SD-70609: Vulnerability in distributed asset scan list view is fixed. SD-70604: Able to add and update requester details by CSRF vulnerability. SD-70606: Able to configure the Windows agent by using the CSRF vulnerability. SD-70607: Able to add custom schedules by using the CSRF vulnerability. SD-69186: Vulnerability
Automatically fill Response time field when ticket assigned to another technician
Hi All, we need to know is it possible to get the response time based on when the technician is assigned to another technician. We have a use case here, and many others customer i encounter have similiar issue, that is all the ticket is handled by the helpdesk, and then, the helpdesk as the tier 1, sorting the ticket to respective technician, lets say tier 2. When they are already assigning into tier 2, it should be considered as Response already. Or maybe we can achieve this using custom trigger,
Ability to reply to a group
Is it possible to set up an email group within SD+ that can be used to simplify the distribution of information to users without having to set up a group in AD? Example: Request received from Jim for a new folder access for his project group. Project X group consists of Jim, Dave, Becky, Sue, and Ron. We have a Reply Template set up to acknowledge security access granted. Rather than having to type each persons name into the To: for CC: fields of the Reply email, would like to type PX and send. *Would
CMDB - Adding Database Information
Hi, has any successfully imported or manually setup their databases in the the CMDB and associated the databases to database servers or SQL Availability Group which have been imported into the CMDB?
ServiceDesk Plus 9406 Released
Dear Users, SDP 9406 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in service pack 9406 SDF:68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. Issues fixed in service pack 9406: Vulnerability SD-69461 : Vulnerability issue related to assets. SD-69294 : Vulnerability
Request Closing When Tasks are completed
Hi, I have one service catalog for a service which have multiple dependent tasks set to trigger for some technicians. I would like to know if there is any way to close the request automatically when all the dependent task are closed. I am aware of the option in Request closing Rules. But I need this for only one service catalog. Is there any way to achieve this by a script or by any other means? I would appreciate your thoughts on this. Thanks Ahamed
Additional Fields Limits
I was wondering if there was a limit on how many additional fields i can add for templates in the service catalogs as well as the standard incident templates.
Mail Server Settings
Hi there, the mail server settings are not liking the details for my onsite exchange 2010 server to allow email communication. please help. thanks Will
unable to scan new computers
Agent has been installed on new computers but not all can be scanned by ServiceDesk. Receive RPC Server cannot connect to Agent error.
Preventing Technicians From Deleting Announcements
Hi, Is there a permission somewhere that I can set to prevent Technicians from deleting Announcements? or, is there a way to tell who has deleted announcements? Thanks, Ken
SQL statement help request
Hi Can anyone tell me the SQL required to get the list of just the names of requesters that have never made a request please? Many thanks
Query Report
Hi all, I'm looking a query report for a Assets state with columns regions & sites I have one reports with site but i can't create or modify the actual report adding the Region column (E.g.Attached)
Permissions for Deleting Relationships in CMDB
Hello, could you please tell me what permissions we need to allow technicians to delete relationships in CMDB? It appears that even though they have the "Edit Assets" permission, it still doesn't allow them to delete relationships. Thanks!
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts in AD. Sean Vincent British Antarctic Survey UK
Workflow Execution - Configuring CAB Approvals
I want to be able to select a CAB group when populating/selecting 'change approver' meaning select the CAB group rather than selecting individual technicians. How can I accomplish this? I do have CAB groups configured. Regards! Gary
Link requests to assets
dears, I'd like to get a report of all the tickets or requests raised for a specific assets, how can I get it. can we configure it automatically in the CMDB, so if I select a workstation it will show me all the details and the requests associated
The "group" field is not listed in the Field & Form Rules
Hi, When I want set group filed in Field & Form Rules section, it does not show list of group in the field and it show as a text field. However, the group is list filed. Thanks
SDP Upgrade from 9200 to 9300 and the service is getting stopped automatically
We recently upgraded form build 9200 to 9300. The build upgrade was successful and initial for some time we were able to login. But now the manage engine service is getting stopped automatically. Running the app from command mode also giving the error as "Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to ...... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details"
SDP not working after upgrade of build form 9200 to 9300 - Need urgent help on this
After the upgrade of build from 9200 to 9300 initially it worked for some time and not working now. Even if we start the services it stops again. Not working from command mode also using the run.bat (Unclean shutdown of previous run.Failed to start the server. Please refer logs for more details). Need urgent help on this. The DB server we use is MSSQL.
Remove All Sites
Is there a way to remove all of the sites that are greyed out, not in use anymore? It keeps telling me they are still in use in some places and can't be deleted. During the initial setup, it wasn't done properly and now have hundreds to look at. They are also showing up when I'm trying to exclude certain groups from the chat feature, and am not able to select the correct group as the selection list is too smail. Any ideas would be helpful.
update ServiceDesk Plus from 9334 to 9400
hi, i'm trying to update ServiceDesk Plus from 9334 to 9400; but the update is failing. i followed the step-by-step posted here: https://www.manageengine.com/products/service-desk/service-packs.html , without success. can you help?
Can't get SDP to launch
Hi, every once in a while I get an error when running 'run.bat' where it says the port is in use even though I haven't changed anything. Then when I change the port and try and run it, it says the server is already running and I can't launch the Service Desk. This is very frustrating and happens semi-regularly (see attached). Can you advise how I fix this and stop it from happening in the future?
Query for requests with most common category/subcategory
I'm having trouble finding a query that will produce a report of requests (both incident and service) with the most common category/subcategory. I would like to use this to find trends of issues that need to be addressed. It may also provide information on training that is needed for end users or techs. Please let me know if there are any clarifications needed. Thank you for any assistance you may provide.
Add/Modify report to dashboard
is it possible add or modify a report in the dashboard? I find predefined reports but I do not see the option of entering a custom one. For exemple, I like to add more states in the report "requests by technician"
Deploy test environment version 9403
Hello, We have ServiceDesk Plus version 9403 in production environment. We want to deploy a test server with the same version (9403), but we are unable to download this version from your website. How can we get a copy of the 64 bit installer?
Redacting PII from submitted tickets and their history
Is there a good way to redact tickets and their history in ServiceDesk Plus? I have not found a way to remove text from the history, even after editing the the tickets. Is this something that we need to do on the DB side? We are using MS SQL 2014.
Auto CC script not working
Hi we configured auto CC with one script EmailIdtoNotify it working fine for one month but unfortunately stopped after that also I tried to run the script with python shown "indexError: list index out of range" regards Ahmed
Call API and edit form rules
Hello. I want to change my request form rules from another program which data comes from there. Some rules should be changed when data changes. For example I have multi select fields that changing selection of items inside it, will filter other fields in form which all data comes from another program How can I change data safty with Rest API with my program that there is no need to change SDP database?
Configure Self-Service Portal Homepage
How can I re-arrange the box / grid of the Self-Service Portal Homepage? The current Self-Service homepage has a lot of unused spaces? How do I remove the Portal Usage video?
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