Unable to Remote Desktop with desktop central service desk plus
Our helpdesk team cannot remote a computer with Desktop Central using ServiceDesk Plus. Using either Firefox ver. 58.0.2 (64-bit), or Google Chrome ver. 64.0.3282.186 (64-bit), when any of us try to remote any desktop computer with Desktop Central, it brings up a pop-up window trying to establish connection and prompts to install a missing plugin. When you click on the link to install the missing plugin, it takes you to https://www.java.com/en/download/ which Firefox and Chrome do not support Java
Windows domain scan - sync description field of a server
My assets (servers/workstations) are being sync with SCCM. But for some reason the description field is not populated in Servicedesk Plus. Is it possible to sync the description field of a server in sccm to Manageengine Servicedesk plus?
Reorganising categories and subcategories
Hi, We are wanting to reorder our categories and move a few subcategories but don't want to lose the historical data, is there a way to do this? I have read about deleting and bulk editing but I don't know how true this is? Many Thanks
SDP - Contract Management
Is there a way to increase the Minimum Attachment Size allowed? It's currently at 10mb and I don;t see any settings to increase it. Thanks...Jonathan
Continual need to Clear Cookies and Other Site Data
Why do we have to continually clear cookies and Other Site Data in order to see the Community tab within SD+? We also have frequent [Rendering Exception] messages on some fields/tabs. Why does this continue to happen? It is very frustrating! Anyone else have this happen? What is your solution? Once Cookies and Other Site Data is cleared, I can see the Support page, but have to log back into all my apps! It does not fix the Rendering Issue - have to go rename the Reports folder on the server and hope
Sdesk freezing trying to analyze our Fortigate
Hello I'm trying to analyze our network and Sdesk is failing with several network devices. One of those cases is with our fortigate firewall, basically the analysis process never ends. I checked the log and I see tha S Desk is capturing the information but it doesn´t know what to do with it. I created a ticket 6 days ago and no response from Manage Engine
Service Desk Plus 9.0 login failed AD from Internet portal
Hello, I have a problem with version 9.0 free with AD authentication. Within the local network I can connect but from the internet does not validate users. This started after adding a new user to test and only leaves from the same LAN Network. regards.
Reset ManageEngine service account.
Hello, I need to reset Reset ManageEngine service account. Is there a procedure that I need to know or I can just reset the service account in AD, and then enter the new password for the service account on ManageEngine server service console. Thanks
Service Desk - Adding Change section for the End Users
Under the Admin view, there is a tab in the Navigation Menu called Change. I need to add it to the navigation that the end users see. Right now, the end user see home button, Requests, Solutions and Ad Self Service. Is there a way to do this and if yes, can someone kindly tel me how? Please see the attached SD_1 for the User view and the SD_2 for the Admin. Any help is greatly appreciated!
Service Categories visible in Incident Templates
HI, I have created a list of IT services and Business services configuration items. But they are not all visible in Incident default template. Can someone help me to find out the correct configuration so that the CI IT services and Business services are available for selection Thanks Jacob
Ask The Experts - April 5 - Completed
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automatic assignment to a technichian
HI, We need to sort incoming requests to our techs automaticaly by filtering some words in theme of a request. How can it be created? Didnt find anything in parameters. There are some triggers - but they are empty, only triggers but there is no any actions what to to by that triggers. Seems like someone has begun to to them and didnot finish that. Thank you.
Change Management - Implementation Tasks
We use several ME products, and I'm evaluating ServiceDesk Plus. The biggest issue I've seen is that we need greater flexibility with Implementation stage of CM, especially for documenting changes. For instance, if we implement a change to a process that involves several program/object changes, I want to list all those objects in one place. As such, the only option I see is put them into TASKS and it's really tedious to build singular tasks for each object. I'm looking for the flexibility to create
work log on = automatically changes request status to in progress ?
how am I able to configure SDPLUS to change the ticket status to in progress once a technician clicks on the work timer automatically and visa versa work log on = turn status to in progress automatically Status set to in progress = work log is turned on automatically Your assistance would be appreciated many thanks Chrissie
Workflow Approval notification to other requesters
Hello, Is there a way to auto send/notify other requester regarding an approved service? Currently, from what I know, once and approver approves, only the requester that submitted the service request receives an email notification. I would like to add other recipients to be notified. Let me know if this is possible or if there is a workaround. You help is greatly appreciated. Thanks in advance!
Unpicked ticket notifications.
Hello everyone. We were wondering how you all deal with this. I have manage engine set up so that when a requestor emails my support desk it auto creates a ticket. It seems my techs are sometimes letting these tickets sit longer than I would like before assigning them on to another group or taking ownership themselves. What we would like to do is have some sort of email notification set up so that if a ticket sits for too long then we all get an email that we have a ticket(s) that need to be grabbed.
9227 to 9400 - Recent Items list for Requests
We recently upgraded from version 9227 to 9400. One handy feature in 9227 was the Recent Items list for Requests. Is there any way to restore the Recent Items list in version 9400, or has it been replaced by the Recent Items button?
ServiceDesk Plus 9402 Released
Dear Users, SDP 9402 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9402: SD-70246 : Application header does not load properly if the web remote configuration fails to fetch the server name from the DNS. SD-70228 : DC tight-install in SDP is not getting started if the application is invoked as a service. SD-69920 : Unable to save any change templates after upgrading to the 9332 build. The issue occurs
what does it mean ???
hi , i make report which shows installed softwares. but some softwares instaled numers is zero please see attachment. what does it mean ? if there is no instaled software why scan it ?
AD Security Group Integration with Service Desk Plus
Is AD security Group Integration available in Manage Engine SDP 9.4 build 9400
Projects
How do I go about finding out pricing and getting Projects added as a module within Service Desk Plus? Thank you.
urls in attribute fields (CMDB)
has anyone tried to add an attribute as a URL with or without variable substitution. I know there is no way to make an attribute 'clickable' and open in the browser automagically. Just wondering if anyone has tried work-a-rounds other than copying free text into a browser address field. for example, it would be nice to under a server in CMDB have an attribute that defined the web page url for monitoring of said server. a backup status url, etc - Thanks!
Schedule Backups Failing
I'm currently using the schedule backup feature however the retain backup for 3 days is not working it is not deleting old backups so we end up running out of disk space. SDP v. 9334
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Contract Status
Would like to add "Cancelled" as a Status on the Contract Module. To me, "Cancelled" is different that "Expired" as we may cancel or buy out a Contract early. At that time, we would not want a reminder notification sent. Expired would be a current contract left to lapse and should receive a notification. Is there a way to customize this?
Manageengine SDP Client won't start after license expires
Please I need help, my license expired and I requested for a renewal, which I was sent but due to the fact that we don't work on weekends, I have tried to renew the license with the file sent but on trying to open up the portal it's not opening I have tried to restart the DB, service, SDP but still it isn't working. I need help ASAP as I have some reports to present. Thanks
Restore MySQL Data 9.3 [9335] to PGSQL 9.4 don't work
Restore MySQL Data 9.3 9335 to PGSQL 9.4 dont work Hello install SDP 9.4 on new server BackUp/Restore Connect to: [ http://localhost:8082 ] ^CSystem going to Shutdown --- received process interrupt Shutting down the JVM now! Stopping Services SLAAuditService [ STOPPED ] ..................................................................................................... root1@SDP:/opt/ManageEngine/ServiceDesk/bin$ sudo sh restoreData.sh -c /home/root1/backup_mysql_9335_fullbackup_02_14_2018_20_22_part_2.data
Cannot upgrade from build 9335 to 9401
I cannot upgrade from build 9335 to build 9401. I'm trying to install "ManageEngine_ServiceDesk_Plus_9_4_0_SP-0_1_0.ppm" but Update Manager give me the error "Patch can be applied only over 9400 build. Incompatible Service Pack". There are no other Service Pack available for download between 9335 and 9401. Could you help me with that?
How to add automatic timestamping to entries on an incident?
I am trying to improve auditing ability and streamline entries. I need for every time someone makes an edit or update to an incident request, a timestamp automatically appears along with the user's initials or ID.
Excluding IP ranges
I am trying to exclude an IP range from asset scans: 10.10.10.220-10.10.10.226 but keep getting the error: "Entered IP Address Range is not valid" I've also tried a single IP and get the error: "Entered IP Address is not valid" Yet I can perform a whole scan on the 10.10.10.0 range, so it doesn't seem to be an issue using that IP range. I have tried to exclude the IP addresses in the Network Address scan area, as well as Settings > Exclude Devices It's really annoying as our printers use that range,
Tasks not shown to technicians
Hi i have an incident request assigned to a technician from a local group created by us which called "Help Desk" and this ticket needs some tasks from a technicians from another group called "systems" but when we add the tasks to the technicians in "Systems" group the ticket does not appear in there accounts(systems group) at all and no notification was sent to them indicating that there is tasks related to them in a cretin ticket and needs to be followed
Form and Field Rules - Check Boxes
Just wondering if you can trigger a rule using a check box? I have tested and even though I can select the field and the check box record the rule doesn't run. Thanks, Tim
Hiding Specific Category in Manage Engine Tool
Hi There, I am trying to hide specific categories (Not all) from the requester (Default template - Incidents). My purpose is to replace the some out of the existing list of Categories and subsequent subcategories and items with a new set of data (CTI). I guess ,the easiest way is to hide the existing category list from the requester and import new categories to replace them. If I try to create rules and forms then It would take a long time to hide relevant subcategories from the each categories.
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
Awful product
You should check and test the update before releasing. you made me waste 6 hours today
Unable to start although DB connection is configured properly
I am using CentOS 7 64bit server and DB connection to PostgreSQL is configured properly, but when I try to start it's appear below. Starting Server from location: /root/ManageEngine/ServiceDesk Free edition... Unable to start Postgres server on port 5432, since another instance of postgres is running in this port. System halted Problem while Starting Server Please help me about this problem.
crm advice
Hello , Is there any advice to SDP integrated CRM app ? Two way sync is preferred. Regards,
Technicians to view requester form of template
We have a problem in that our technicians also create tickets but if the ticket they need to create is assigned to a support group that he is not a member of he cannot access that template. I have tried putting technicians in user groups but that does not seem to work at all. Ideally I would like to allow all technicians access to requester versions of the tickets for which they are not in the support group for. Any help would be much appreciated Thanks Chris Cann
Release 9400: Some Service Categories fail
This is entirely new in 9400. We upgraded over the weekend and everything "appeared" to go fine. We even tested, but apparently not enough. We have 11 Service Catalog Categories. Two of them are not used, containing templates we have turned off. Nine are in use. Seven of those nine are just fine, all templates work just fine. For the remaining two - the last two on the list for what that's worth - NO TEMPLATES WORK. They all fail to create tickets, and the only thing you get is a red "X" with
Approval Workflow in SR
I have a service request form for travel which involves two approval. Approval should be in sequence, which works fine. However, I am stuck with below flow. When a service request is rejected, by second stage approver, the first line manager and a few groups like HR should be notified. When service request is approved(Final Approval), I need to inform certain groups like HR, Facility Please note that all the workflow should be completely automatic. Any interesting solution? RKR
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