Getting attachment from a ticket number with REST API
Hi, I need to get the attachment from a ticket, I know I can use the attachment ID but how do I know what that ID is? Can I not just use the ticket number and then download the attachment? Thanks, Calvin.
ServiceDesk Plus 9322 Released
Dear Users, SDP 9322 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9322: SD-68525 : LDAP authentication is not working when users are imported from Microsoft Active Directory Ldap server. SD-68470 : In dashboards page, clicking on “Requests approaching SLA Violation” widget’s drill down count does not redirect to the request list view page. SD-68119 , SD-68238 : Request details page : After updating
SLA Alert or Notifications
SLA escalations are emails alerts, is there another way of sending the alert?
Issues with Internet Explorer and Firefox
Hello, we are using ServiceDesk Plus 9.3 Build 9309. Unfortunately, we have sometimes issues with Internet Explorer,Edge and Firefox. We tested everything with Chrome, too. There were no issues with Chrome. It’s the following behavior: Sometimes, it happen at rare intervals, if we try to add a note to a request or send a reply, nothing happen if we klick on „add“ or „send“. The same issue happen sometimes if we try to add an attachment. It seems there is an issue with additional windows in this browsers.
Drag and drop into SD+ requests
Hi, We have had some feedback from our users that when they are logging requests, they have to save emails onto their computer and then upload them into the requests as attachments one by one. Currently we are on version 9118 - do any of the later versions have the facility to drag and drop emails directly into the requests as they are being logged rather than attach them?
API to add Department CI
Hi, I would like to know whether API to add Department CI as per link https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/add_ci/add_department_ci.html is stable to be used for integration. Appreciate some feedback ASAP since we are in the middle of development. Thanks & regards, Adilah.
Ticket History Inaccurate
We recently upgraded to 9321 using MS SQL and I am noticing that the ticket history is inaccurate. Two particular tickets that I interacted with yesterday do not show changes that I know were made to the tickets. Craig Rice
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Sites
Hi there, can someome please advise, I have attached a screenhot to help show what I mean. We are looking to set up the helpdesk tool so that we only see the tickets for sites we support, just now everyone would basically see all tickets no matter where they are and we have sites across the world. In the screenshot I think this is where you would possibly do this but as you can see nothing is listed. Could some advise if this can be done and how.
Request templates field options doesn't save settings
I' having issues saving changes in the catalog request templates I change the options, I click save = options aren't save I copy/duplicate a template = fields of the request form disappear or appear in a different position than the original. The same happens if I try to edit the default template for incidents in the helpdesk section This software is a disaster every day we encounter new bugs in any new feature we try to configure.
How to I assign a Vendor to existing assets
Hi, I have imported in 291 Desktops and laptops from the discovery tool, however, the vendor did not populate. How do I assign the Vendor to the assets without having to go into each of 291 records individually?
Hiding Categories
Hi, I have a number of categories that I want to hide (but not delete) but I can't find any option to do this. Can you advise how I can hide categories in SD+?
9317 technicians not being assigned and error message in mobile app
Yes since upgrading 9307 to 9317, when tickets are assigned in the mobile app for IOS and Android, they go to the wrong technician
Difference of Category from Service Categories
Hi guys, We are new in setting up ME SD+. I would like to hear from you what are the difference of the two? Am I correct that the "Category" refers to type of request/ticket? Can you also share a sample Service Categories please for a company that will host a Helpdesk for its affiliates? Thanks in advance. Dr. M
Cannot associate a user group to a catalog ites
I want to confine a catalog item to a specific user group but cannot work out how to do it. I have the user group and the catalog item set up but cannot see how to connect them. Thanks
Unable to Create a Change Request VIA REST api.
I've been trying to add change request via REST api. It fails because it is looking for mandatory field that is not part of the mandatory field list. Failure message is here : "Group is a mandatory field. Please provide a valid value for the field. \nThe mandatory Fields for this change are [technician, scheduledendtime, statusname, statuscomments, changemanager, groupname, requestedby, impact, reasonforchange, urgency, product, risk, maintenance advisory required?, title, business approval required,
Auto update SDP agent version best practices
Any advice on keeping SDP client agents upgraded to the latest greatest version? Any scripts or best practices to automate this? Currently we're doing it manually and we miss machines that are turned off. Any GPO or other scripts would be helpful. Thoughts?
Poor Support from Manageengine in the task module
I raised to issues in the past for about 2 months and there is no response, i would like to get some advice how i can reach support in a different way. Is there an opportunity for people with enterprise license to have a higher priority when raising questions and problems in the community forum. I find the support really poor especially under the task module.
Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049
Servicedesk plus 9.0 build 9021 update to service desk 9.0 built 9049 Hi I have trying to upgrade servicedesk plus 9.0 build 9021 to 9.0 built 9049 but i keep getting the following error messages : Installing update_conf.xml 100% Completed [/] Error Occured... Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html I have attached the log file.kindly assist.
ServiceDesk Plus 9321 Released
Dear Users, SDP 9321 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9321: SD-68246 : Request Filter : Unable to select Group filters, if the group name contains special characters. SD-68343, SD-68255 : Unable to close the request using close request link received from resolved notification mail. SD-66939, SD-67155 : Service Template fields cache is not created properly such that the additional fields
Rolling out ServiceDesk Plus externally?
We are currently using the ServiceDesk Plus on a Standard Plan internally with 10 technicians and 15 requesters and are looking to roll out to our clients. The interaction our clients will have with the system, will be different to internal requesters. Is it possible to restrict the visibility of templates, to specific users? i.e. Internal requesters will need a drop down menu on the template to select a client, whereas our clients will not want to see this so the template needs to be more specific
(URGENT) LDAP login for new users dont work after update build 9320!
HI Since the upgrade to 9320, we can't login with new users created in our AD, only the old ones works. The process performed is the same as always: It imports the user from our AD, is created as a requestor (automatic after ldap import), changes it to technician and configures the assignment groups, but then the user can not log on. For some strange reason all the new users can't login with the asigned password in LDAP. This issue is critical, we can't create new users!
LDAP
So, has anyone else had a problem with LDAP in SDP since upgrading to 9.3 9320? My new user objects cannot authenticate. I have a "shadow" test server and deleted all users, and upon re-import, none of them can authenticate. Tried different LDAP sources as well, (two different AD domains) with same results. The only change on test and prod was going to SP 9.3 9320. Going to 9321 didn't fix it either...
Requester search drop-down list not functioning correctly (SDP 9320)
Hello! There is a drop-down list of requesters in Assets module, it is possible to assign device for different users (requesters). Our requesters are imported from AD, they have Name and Surname, starting letter is upper case. When we try to search requester in the drop-down list by his surname, it fails, no matter search using uppercase or lowercase first character. But it search normally if we just EXCLUDE first character from search string. For example, requester name is Nancy Darwin Search
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down.
In SDPlus version 9.3 Build 9320, when you edit a laptop in assets, the model number is cleared back to the default "--Choose Model--" drop-down. This is very inconvenient as we manage assets all day and we have a huge list of models.
Planning Stage in Change Management Template
I understand that it is possible to rename these fields using the Translations, but is it possible to: a) Add an item here, for example, "Communication Plan" or "Test Plan"? b) Make these required so that the person submitting the change MUST enter, for example, a Backout Plan, Downtime, etc?
Test Environment
Hi, We are about to perform a series of upgrades to our Service Desk Plus (service packs, etc) and I was just wondering if there are instructions on building a test environment? Also, is a license required for testing?
Technician as Requester
For some reason now any technician can't appear like requester, if one of they want to place a ticket is not in the list. Why happen this?.. Please I need info about this problem.
SQL help
Hi All, I am not very good with SQL, in fact i am hopeless with it, i have been using a tool called FlySpeed sql to help me build some queries and well, when you copy and paste that in to the query builder in SD+ it just errors out, I think our version is running Mysql, but not sure. Can anyone help me convert this to a usable query? we are running V 9317 of SD+ SELECT CI.CINAME, CI1.CINAME AS CINAME1, Requester.ATTRIBUTE_1202, Requester.ATTRIBUTE_2401, SystemInfo.SERVICETAG, Resources.SERIALNO,
Add Department Name in ServiceCatalog Page
Hi I would like to display Department name of Requester on service request page, Is there Any Solution? thanks
Update script
Hi, It would be useful to have an option to update scripts or rules copied to others templates, it should work like the copy option.
Cannot assign tickets
Hi there, yesterday we upgraded to the latest version of SDP and everything was working fine, it was also working today fine but now we cannot assign tickets to anyone. We get the error Assiging group/Technician failed, any ideas. Just to add, we can assign tickets that were logged yesterday but the few that have came in today cannot be assigned to a technician. Everything was working this morning fine, seems to have happened after 11.30 today. We are on version 9320.
Allow Assigned Requesters Only
Is there a way to only allow assigned requesters to login to ServiceDesk plus and create requests? Thanks
Question/Suggestion for Translations feature
Is there any way to tell exactly WHERE a particular string of text is used? It would be beneficial to be able to tell exactly what screen, field, etc., the text appears on, just so I know where my change is going to appear. Is this a dumb question? 8) Does each entry in the Translations list only show up in one place?
How to uninstall services desk plus build?
How to uninstall services desk plus build?
Scan problem ,it not list all workstation
hello i have ServiceDesk Plus and connect in to my active directory,i install agent ServiceDesk Plus in all computer. i have 100user and when i scan it it show me 60 user in workstation list and not exist other40 ones in workstation list ,i can scan 40other user one by one with ip address, it show me the computer detail but not list it on my workstation list?! how can i fix this problem that add remain user to my workstation list??
Login issues after upgrade to 9.3 build 9320
After upgrading to 9.3 build 9320 the login page redirects from http://servername:8080 to http://servername:8080/ntlmv2%null and users are presented with a Windows Security IE login window to login to the server directly. Clicking cancel on this window will open the normal service desk login window. Also the option to remember the credentials is no longer on the service desk login page. What can I do to get back to the login procedure.?
Clean folders. Patch, Backup and Bin folders
Hi All Please assist. What can we delete from the above mentioned folders under servicedesk plus (ManageEngine\ServiceDesk\Patch) path that wont impact the tool? Kind Regards, Delisile Mzila
Automatically change ticket status to 'In Progress' upon requestor reply
Hi Team - I have a very urgent request as my firm is requiring this ASAP. Currently, our SDP application has various custom Request Statuses. Regardless of such, I want to create a process that sets the status to "In Progress" when a requester replies, regardless of what it was set to before. Can this be achieved?
Possible for the service desk to e-mail itself from itself?
Basically I want the service desk to create a ticket with a agreement expiry notification that is sent out from it. Right now, the notifications gets to the mailbox when it is sent out but when service desk fetches it, it realizes that the notification was sent out by itself and it drops the e-mail. There is no notification message that is shown in the system log viewer. But if I look in the serverout0.txt I have this error: 13:09:48:864]|[08-21-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[INFO]|[143]|:
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