Connection problems
Hi, I have two problems : 1. Requester cant open open a poll, which link he received on email ; 2. User who was mentioned in request (E-mail Id(s) To Notify) , cant open the request and gets this error message : "request does not fall under your permitted scope. So you are not authorized to update the same." ; Requester only need to show this incident.
ServiceDesk Plus 9329 Released
Dear Users, SDP 9329 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9329: SD-68949 : CMDB API: Delete CI: The SDAdmin is unable to delete an asset that is not associated to any site. SD-68388, SD-67081, SD-66890, SD-67007, SD-67455, SD-67456, SD-67606, SD-67607, SD-67809, SD-67810, SD-66889, SD-68557, SD-68231, SD-68158, SD-68943 : Vulnerability issue fixed SD-66032 : Unable to reset the Project's code
Requester Asset Association - Historical Tracking
I know you can see the HISTORY of an ASSET and the previous owners (with comments). However, if I do not know what the Asset name is, is there a way to see previously associated ASSETS by Requester (USER). e.g. a laptop that was associated to a Requester is missing. We do not know what the asset name is, only the user. Want to be able to search the user for PREVIOUSLY assigned assets (i.e. a REQUESTERs asset history rather than the ASSETs user history).
Scanning Workstations
Hello all..I have been able to do 25 work stations at a time in the asset/workstation/troubleshoot before but now it'll only work if I do one at a time. No error, just sits and spins. I've made no changes to the settings and the VM server has updates installed but none to MESD+. I've also rebooted the server and it still had no effect. I hope someone out there has seen this or heard of the fix. Thank you
Requester Email in Custom Script
Hi, I am working on a custom script that I want to send to the requester of the request/ticket. I can't seem to determine though what value/field would contain this information as the requester is a selected field that is linked to Active Directory. Any ideas on how to handle this? Thanks, Curtis
Project - Additional Fields
I see the ServiceDesk Plus On-Demand has the ability to add Additional Fields to the Project module. When will the On-Premises solution of SDP have this?
Change default incident template
It there a way to either change the default incident template, or to edit the existing one? Thanks.
ServiceDesk Plus 9330 Released
Dear Users, SDP 9330 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Mobile app Info Links for IOS and android apps are given under profile and admin section , available for SDAdmins and SDSiteAdmin. Issues Fixed in 9330: Vulnerability: SD-63275,SD-65316,SD-65524,SD-65525,SD-65593,SD-66578,SD-67996,SD-68298,SD-68387,SD-68390,SD-68391,SD-68392,SD-64424: Vulnerability fixed. Dashboard: SD-68259: Default widgets in dashboard
Report for all software showing on all PC's?
How can I run a report on Management Service Desk Plus to show all software installed on all computers?
Widget URL For Clock Dashboard
Hello All, I recent have subscribe to SDPlus and currently in deployment stage and have demand from IT business to have this clock in the dashboard as we are a regional company. Questions is how do I add it in as I have tried earlier and hit many errors as attach.
E-mail user when a request is resolved
I'm having a problem with users not receiving an email when a request is resolved. I have ticked the "E-mail user when a request is resolved" box under Helpdesk - Notification Rules, but no email is received by the requester. When a job is logged emails are received. I'm not sure why emails are not being received on a resolved job. Any help would be greatly appreciated. We are using ServiceDesk Plus 9.3 Build 9308.
request not updating
Hi, after updating the request by technician, system sends an email to requester but when requester replies to that email - this messages is not getting recorded in the request. also not getting where that mail is going. -We allowed only few users to raise a request by sending email. -Other normal users has to log on to the system and create new request. is by design or we need to do changes in configuration -Atul
Reference customers - network
Hi, we are looking into reference customers using SDP. We are a middlesized company (25 emp) on three different locations. We are looking into utilizing servicedesk the best possible way. Could it be there is interest in this in the Nordic - preferably Denmark area? What we are using servicedesk plus for is incident management. But on the longer term I could be beneficial to use problem, change management etc.. Please let me know if you would be interested in further talks and exchanging of ideas.
Not allow a reply to a ticket without certain fields filled in
is there a way to force certain fields to be filled out on a request such as technician, priority, etc before a technician can reply to a newly created ticket ?
Service Catalogue - Flexible SLA depending on field value
Is there a way to make SLA fexlible depending on field value? Use Case: Equipment Replacement Service If headset replacement, 2 hrs SLA If keyboard replacement, 8 hrs SLA if monitor replacement, 6 hrs SLA We want to manage this in a single service catalogue for called "Equipment Replacement Service".
Get the first glimpse of ServiceDesk Plus Beta
Dear users, The ServiceDesk Plus Beta is open for public and the same can be downloaded from here. In case of any issues / feedback please contact us at beta@servicedeskplus.com Please note that you may face some issues. We are in the process of fixing issues that were raised internally and also by the closed beta testers. After this, we will have a couple of testing cycles. We assure you that we are definitely in converging mode. Your feedback will help us to converge quickly for the ServiceDesk
Forward request
Is there a way to change the information when you forward a request? Currently when we forward the a request the following information is sent: Requester, req. email, Due by time:, Category, Description. I would like to also forward the received date of the request and perhaps change the look and feel, so it looks like for example an Outlook forwarded email.
Service desk starting error
I using service desk free edition and when I start it have error same as below OS : CENTOS [root@DESugarCRM bin]# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /var/www/html/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Incident template not showing additional fields on mobile phones
Hello, I've created some additional fields for the incident template. But if I open the ticket form from a mobile phone browser those fields are not shown even that they are mandatory. From my PC everything is ok. Any ideas?
Where to find Service Approvals List(s)?
Where can I find the Service Approvals List(s) table?
Where do go for ManageEngine support these days?
I've been trying to get some support for a SDP issue for the past 2 days now. I can't seem to get any tickets to get responses. Admittedly, I haven't called in yet. Used to not have to. So we have this black hole: https://pitstop.manageengine.com/portal/newticket - nothing ever gets touched there. then there is this one: https://desk.zoho.com/portal/meservicedesk/ticket - so far it's auto-closed a ticket as soon as I submitted it, added a chat transcript where no one responded and it timed out to
deletion of requests
hi, it is possible to delete requests. But is this only as administrator? Second question. is it possible to see in a log file that a request has been deleted ? If yes, where is this log located?
Self Service Portal
A few questions about the self service portal: Is it available to users who aren't logged in? i.e can the public view FAQ's If it's public access, whats the URL? How do I configure it per instance?
Add username to an incident
When creating an incidient I get some information about the requester: Posistion, Department and Phone number. Can I add an additional field (UserName=Windows login) to the fields that are showing?
Access to android APP
Hi, I am using free version with two techs. One tech have a normal login, the other has to be the administrator login, because when I try to add a new login it gives message of 2 techs already in use. That's not a problem for me, but it creates another that I wish you can answer me. I want to access to SD with mobile app, and for that I have to create an API key, for the normal user I can, but to the admin there´s no option to do that so I cannot login to the APP with the admin account. It's possible
Initial installation of ServiceDesk Plus
Hello I am brand new to this and about to get started. I am looking for any documentation as to best practices on installation. VM, Non VM, roles, features and services, ect. Small operation with me as the only user and about 44 workstations and a dozen phones.
Monthly Report
Dear, I need a monthly report. Mysql
Browser issue
Hi, We have an issue where we can connect to our test environment fine but not our live environment (see attached). The live server is coming up with a 'browser not supported' message which looks like a specific ManageEngine message as you get the option to click on a link to see your requests. I have also attached images of the browser versions on the servers which the URLs are connecting to (the one called wsus connects to http://wsus@8080 and is working whereas the one called sd2 connects to http://servicedesk:8080
Notification Rules
Hi, I'm wanting a technician from a specific support group to be emailed when a request is closed, and under notification rules it only allows you to choose the technician and not define criteria such as her support group. I don't want her to be receiving closed emails from every support group we have. Is there are way around this/somewhere else to do it? Business rules would only allow me to make a rule for when a request is created, not closed. Thanks!
Job created when scheduled email is not delivered
We have a backup system which emails us daily when the scheduled usb backup has been successful. Unfortunately if the usb medium hasn’t been connected no email is generated. Is there any way to have ServiceDesk create a job if a scheduled email isn’t received? I.e. if no backup successful email has been delivered by 06:00 AM, a job should be created saying the backup has failed.
NTLM Authentication required
Hi, All of a sudden yesterday when any of our team browse to the Service Desk they are presented with the attached message. They are being prompted to authenticate themselves but no matter what username and password they enter, it fails. Any idea what this is and how to get rid of it. Also, why did it suddenly just start appearing?
Purchase Orders & Approving
We currently have our users approving requests via the standard method of following a link in an email to the approval portal. This causes a problem as we are quite a mobile workforce and we would like to set it so that a user, wherever in the world they are and without having to use a Laptop or VPN, can simply look at the email notification on their own phone and click a link to approve or deny. Not something I seem to be able to setup in our On-Premise SD+. Does this facility already exist or have
Importing from AD in a multi forest environment
We are in a process that might end up with two sites, using two separate AD implementations on two separate domains and they will want to export requesters to the same Service Desk Plus. I'm a bit unclear in the documentation as to whether this is possible or not? Are you able to configure multiple Ad integrations within SD+?
Asset Tracking
Workstations scan O/S , Hardware, memory etc.. They're broken down by Desktop or Laptop. I need a way to add Thin Clients and Tablets. I tried including them in the workstation Configuration Item Type, however there is no way to keep the types separate like laptops. I need a way to track all devices by hardware type and OS
Missing Template
Hi, We have a large number of template for logging support calls but for some reason, there are a few missing from the 'change template' option (see attached) and I've looked through the settings (under incident templates) and cannot see any reason why they do not appear as a template. In the attached screenshot the templates start from the letter 'D' yet I have created some templates that start with 'B' Can you advise?
Asset Discovery Agent not deploying via GP
I have followed the instructions but still not deploying?
automatic resolve and close ticket for a specific category
I have a category like a conference room booking.I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
Automatically resolved and close ticket
I have a category like conference room booking.I want that if some ticket request will come for that category then automatically the ticket should be resolved and closed with a response mail. and it should not conflict with other conference room booked timing.
Technology Check out process
Does service desk plus have a feature where we can have laptops that we check out and check in for temp use for users? I haven't been able to find anything that would satisfy that.
Moving requests from failed VM, cannot run backup
I've had two similar VM failures within a year, one running Windows Server 2008 R2 and another running Windows Server 2012 R2. In both instanced the servers would not boot after some sort of OS corruption. I have the VMs backed up with Veeam, however when I mount the backup it also hangs at boot time. I can mount and restore files though. I've since built a Linux VM running Ubuntu 16.04 and have installed and configured ServiceDesk Plus to my liking. How can I move the completed requests from the
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