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]|:
Close Request Link is broken (SDP 9320)
Hi! In SDP 9320 Close Request Link for requesters is not functioning. Link throws window "The request cannot be viewed. " All links has KEY=123456789, don't think it is how supposed to be For example, http://servername/workorder/CloseWorkOrder.jsp?woID=61371&KEY=123456789 Is there a workaround to fix it?
ManageEngine Pitstop is transitioning to a new platform.
Hi folks! ManageEngine Community is on the brink of transitioning to a new platform and we wanted to share the exciting news with you! Why the change? To be honest, the platform we were on all these years was eol-ed a few years back. Besides, we thought it's time for a makeover. The new platform. Powered by Zoho Desk, the refreshed Community, the new platform comes with some perks like improved GUI, and is fully gamified. What this transition means to our members. 1. We've migrated the
Survey Reporting
We are running into issues that we have found with surveys and survey results. We have a field in the SurveyQuestions Table called "ISMANDATORY" with each questions having a value of True, but does not make the questions actually mandatory. We have had many instances where surveys are submitted without all questions answered. This does not accurately report the results of the survey when we pull the results for our own reporting purposes. I have been working on a query to filter out surveys that
Adding an Incident - Additional Field to an archived report
Hello - I am wondering if anyone has ever had to add an additional field to their archived reports? I have a fields I need added from 'Incident - Additional Fields' to my archived reports so I can pull that particular data. Thank in advance
Updating Task Description via API (powershell) not rendering correctly
I've written (in powershell) a script to update child tasks based on parent request fields. The problem I've come across that I can't seem to work around is that the task description, once re-written/updated, doesn't preserve line breaks. An example task description (before update) is: This is a test description to test what happens when we replace it. Created by: --CreatedBy-- https://rand Requester: --requester-- When I get done updating through api, the description becomes: This is a test description
Field Refering to a CI
Hi, we're designing a form and rather than a manually added list is there any way to link this to a CI ? Department for example ? A
Configuração de regras
Bom dia, Gostaria de fazer uma regra para abertura de chamados: Quando um usuario abrir um chamado que necessita de aprovação de um lider de processo, que seja enviada uma notificação para aprovação, e após a sua aprovação, este chamado entre na nossa fila de atendimento de helpdesk. Como posso fazer isso?
Possibility to sort posts within a request / split single posts to a different request and sort them chronologically correct
Good day, we are using the feature of the automatic pickup of mails which then will be added to a request once a request number is in the subject. It happens quite often that we have to add the request number manually which leads to the situation that posts can be added to a request in a wrong order. Furthermore it can happen that posts were added to the wrong ticket. For this you can split it up to a new request which then can be merged into the correct one. Here you have the same problem when you
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